NEVER hire this company. From my experience, they are not competent, not responsive, not responsible (don’t want to admit their own mistakes) and do not refund money when items are returned. They have so far been unwilling to settle what even they admit is a legitimate claim for compensation for completely butchering a floor installation. July 2017 - Empire recommended and sold me poor quality and inappropriate flooring: Manufacturer: LW Mountain Style Name/Number: Vallette Color Name/Number: Acacia Samba Brown Size Involved in Claim: 1841 Type of Surface: Vinyl Plank Click-Lock Empire recommended this flooring for both the upstairs and downstairs as well as the stairs. But when their installers looked at it, the installers showed me that it was inappropriate flooring for stairs. Empire had to order a second type of flooring and trim for the stairs. Empire charged me additional $5K and did not refund any for the extra vinyl flooring I paid for. The installers refused to remove the original wood flooring on the lower floor. Instead, they installed the vinyl directly over the original flooring. I was charged for the removal and never got a refund. I reported this to the sales rep and she did nothing but note it on the paperwork. In addition, Empire had ordered and charged me for cement to level out the lower floor when the old flooring had been removed. I had the installers return it to Empire. This charge was not refunded. The installation was very messy and the installers left glue around baseboards and did not clean up. I called Empire repeatedly to get the floors cleaned and they did not respond to my request to do so. The installation took much longer to complete than originally estimated because of the bad recommendation to use the vinyl on the stairs. The installers broke plumbing in the bathroom that I had to pay for and I had to hire someone to set up the TV a second time. January 2018 Within 5 months of installation, floor humped up 1+ inches in one spot (the kitchen as you enter from the dining area and hall) and up to ½” in other places. After the flooring humped up, I did an online review of complaints about this flooring. Many reviews indicated that ******* was a known problem with this flooring. I called customer service and was told they would get back to me. They didn’t. I called several times to follow up as floor was getting worse. It was also ******* up in several locations upstairs. March – The floor is getting worse – the humped floor in the kitchen is 1 – 1.5” higher than the rest of the floor. This has created a trip hazard. On March 11, Empire sent two installers out to “repair” the floor. The installers took one look and said that the floor had been improperly installed and would have to be entirely replaced both downstairs and upstairs. They called back to Empire while they were here and reported this to Empire. Thus, in addition to being poor quality flooring, the vinyl flooring was installed badly. I got no follow up from Empire and had to keep calling them. Finally in May, Empire told me they would send two new installers out and I had to move out to have them repair the floor. May 11, 2018 I was told a supervisor, Mario would be out 5/24 to replace the floor. I was told that I would have to move everything out of the downstairs rooms. I reminded the Empire installation supervisor, Joe, that I was a 70 year old woman with a bad back and could not move the large furniture. He said the installers would take care of that. From 5/11 – 5/22, I packed all dishes, art, and collectables that were in the living room, dinning room, and family/kitchen room. I removed all items from the pantry. I removed all small furniture, packed items and carpets and stored them in the garage. This took well over 60 hours of my time. May 24, 2018 Two new installers arrived (not Mario, the supervisor as I had been promised). They took one look at the problem and said, “We can’t fix this. The entire floor needs to be replaced.” They called Joe and left. Since then, Empire has continued to jerk me around and not resolve the problem. They have admitted that the flooring was not good quality and had known problems and that it was not installed correctly. They have finally admitted that it will all have to be replaced. I have had to hire a lawyer to help me get them to respond. I had to hire a professional floor inspector to do a report on it. Empire hired their own inspector. Both inspectors said the vinyl flooring was not good quality and it was installed very badly. I'm appalled that a company of their size would be so difficult and insensitive. For example, twice, the local installation manager has sent a crew (2 installers) out to "fix" the floor. Both times the installers looked at the problems with the floor and said, "That can't be fixed, it has to all be replaced". I have been greatly inconvenienced and stressed because of Empire’s poor quality flooring, incompetent installation, and poor response from Customer Service. I have been contacting Empire and trying to resolve the problems with the flooring since February 2018. I have been unable to use a large portion of the house – particularly the living room, dining room and kitchen. The hazardous bump has prevented me from inviting family and friends over due to the liability of possibly tripping on the floor. The stress and inconvenience will not be over with a payment from Empire. I will still have to hire people to remove and replace the faulty, poor quality flooring that Empire left me with. I will have to pack and move out so that a proper installation can be done. As of November 26, 2018, I have received no compensation from Empire.