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"Very timely and excellent work"

"Do not purchase from Empire! I finally get to tell my horror story wth Luna, which is the same company as Empire Today. I initially was going to have Luna install vinyl, so-called Luxury planks flooring for my home. On the day of installation they brought this piece of cardboard junk to install. The installer told me I would have caulking underneath my doorways because I had existing hardwood floors and carpeting and it would not look good. This came after their installer's recommendation which was NOT to install this vinyl plank because it was cheap. He even mentioned that customers of Empire had complaints over this flooring. After hearing this report we decided not to go with the vinyl luxury planks. My husband and I called the sales representative who had come to our home and we let him know we were not going to go forward with the installation, he became very angry saying to me that he had told me there was going to be caulking. I told him I was not about to remove my wood floors for cardboard. I asked him how much would it be to upgrade to hardwood flooring, he then changed his tune and said he would come by the next day to show me samples. He first tried to talk me into hard-wood flooring similar to what I already had (which we ordered) and then I changed my mind. The samples they give you are not very big but I finally chose one. This salesman failed to tell me that this type of flooring would stain easy, and that you can see every speck and crumb. This salesman got on his i-pad and his phone and told me we were approved for the upgrade in financing. Two days later he calls me to tell me that he didn't know what happened but we need to apply for the difference and we needed to call Wells Fargo. We called Wells Fargo and they did another credit check which now my husband had 2 dings go on his credit report. This was unnecessary. I complained later to customer service with this complaint that the day they were to install the new hardwood flooring, they were not coming because they didn't have all the wood to do the job. Thus, it was scheduled 3 weeks later. By this time, I was so upset because we had move so much of our belongings to be ready for them to install. I called customer service and they gave us a discount and they told me they would send their best installer for the hardwood flooring which was on November 25th (the day after thanksgiving). Well on that day their best installer did not come they had sent someone else and their team. The work was completed on December 3rd (it took 4 visits). These installers did a horrific job. I have nicks and scratches with lifted planks and big gaps along with loose flooring and visible nails in many places. When the work was completed my husband signed the paper that the work was completed but pending a walk through because I wasn't home. I have been in contact with a lady name Correna from Empire Today, and have have made numerous calls to her. Coreena has been the only one who has cared. I was so unhappy with the work from the installers and insisted in speaking with their regional manager. Correna spoke with him and he gave me an additional discount. I was told by Correna that the installers would come back and fix all that needed to be repaired. ( I also spent $2500 on their warranty). The date was set for the installers to come and fix their mess and that Monday I get a phone call that they are not coming because they did not load (the necessary wood) on the truck for the job and they said they would come the next day. (This was a voicemail). I frantically tried calling them back, I made many phone calls and I finally got someone and they set the date for Thursday (same week). Finally the installer arrived. The one who did the work. He started taking pictures. ( I had sent many other pictures to Coreena) I was under the presumption that he was going to start working and he tells me he was there to do an inspection. Why on earth would they send the same person who did a lousy job to come inspect his poor workmanship. He stepped outside my house and made a phone call, then came back to tell me that Luna would be in touch with me. I was furious! I called Coreena again and complained because I though he was there to fix the lousy job he did and his team. Also, I forgot to mention that during the installation they left tons of nails and staples all over my driveway and lawn where they were cutting the wood. (We had to hire someone to clean up the mess of nails). So again I call Coreena and now they send an installation manager to come and inspect the floors. He took some pictures and even mentioned they might have to do the work over. I answered and said to him all I want is a job well done. This installation manager said Coreena would be in touch with me by Tuesday or Wednesday to let me know what they were going to do. Well, I finally got an email from Coreena after attempting to reach her all last week and she mentioned that it was now up to the Customer Service Manager how this will be corrected. What a nightmare this has been! This was a major job that was priced at $28,897. $1600.00 for two small rooms (carpeting and tile), and the rest for the hardwood floors. Whether the job is $29,000 or $24,000, what diference does it matter when you aren't satisfied with the job they did in any case."