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Review 11/30/2009
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I had wood flooring installed in my den, and approximately 4 years later the floor began turning black in areas and smelled musty. During those years, I did not have a pipe break or any other water leakage in my home. An independent inspector stated to me that wood flooring was a very poor choice in that room because it was below grade. I hired Empire Today for their expertise in flooring. They sell many different types of flooring materials. Do not trust the salesperson or the installation team to provide you with the expertise that a consumer would expect of a flooring company. I never would have installed wood flooring if I had been told that it was a poor choice. Wood floor should last a lot longer than 4 years!
Dealing with customer service has been difficult at best. They finally did send out an independent inspector and have promised to send me the report 3 times. I have still not received it.
To be fair, I have asked for a refund for the proportion of money I paid Empire Today for the wood floor in the den as well as the labor to remove it. Although I have replaced the wood flooring in the rest of the house so that it would match the den, I have not asked for a refund for the additional rooms because there was no problem in the other rooms. I have also not asked for a refund for the new flooring materials for the den. In sum, I have asked for a refund for the wood flooring material purchased from Empire Today, labor for original installation, and labor for removal for the den only. Empire Today will not refund any amount. They say that it is not a warranty or an installation defect. I am baffled as to why that would be a consideration if the flooring should not have been installed in that room in the first place.
I am even more disappointed in the company because I am a repeat customer. You would think that customer loyalty would be taken into account. I had purchased carpeting from them before and recommended Empire Today to my parents who purchased carpeting as well.
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Business's response - by Empire Todayon 1/20/2010
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Thank you for bringing your experience to our attention. Empire Today has been in contact with this customer.
Sincerely,
Consumer Advocate Team
Empire Today, LLC
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