A company that has been around for 45 years, with locations in every country, you expect something special from them. At least you can expect a good product, properly installed, and from technical experts. From the first contact with the customer reps to the three-part training teams that finally arrive at the price of one room – Empire Today Charlotte, The North Carolina office was completely lacking in customer service and quality.
The person you talk to setting up the appointment of a free consultation has a serious lack of attention to detail, integrity. when he is getting the wrong address and hands it to a poor sales guy who goes out to the house and miscommunicates the needs of the client who is coming to visit. The salesman could have gotten the highest rating for this company if it wasn’t for the fact that he did the job completely wrong and caused several problems when it came to the installation date.
They claim the reputation of the establishment of their office the next day, and nothing could be further from the truth. In the end, the entire arrival of one 15′ x16′ room, from sales to completion in two weeks, with many calls to and from custodial service and three trips of training teams. The team promptly showed 8 in white unsigned and no identification to show that they were employees of the Empire. This, after a long reading from the seller, how all their agencies are professional and district employed by the Government, yes then free will workers. After they looked into the room to cover up, they tried to explain that they didn’t have enough clothes for the room. Unfortunately none of them spoke even broken English, so he couldn’t communicate with any of them. After 30 minutes of them sitting in the front porch doing absolutely nothing phone calls they came in from the customer service saying they were missing clothes and that they were coming back the next day it would be a team.
Straight to the eighth day, 8 teams showed up, but with different guys, he still couldn’t speak any English. An hour or so into the old board another call came from custodian saying that the charges were proper. A minimum of $100 would be charged for the demolition of the old area and further. After making inaccurate cost calculations and realizing that it was not the fault of the company, but the fault of the customers, they finally agreed to what they thought was a donation of free space to demolish.
Attempts were made several times to keep the crowd working and communicating, but never succeeded. The last straw was when they began to bring in the non-commissioned officers and try to train them. Attempting to import the problem was next to impossible and the job was left unfinished with a promise to return the next day. As expected, no one showed up the next day and a call was placed to customer service. The same rep who was under the impression that everything that was wrong was the customer’s fault that they called the latest regions and tried again to fix the installation teams on the wrong switch. After a long tedium, how to enter into his own passage, it was difficult to obtain, but he was reassured that the work was done.
Called the local customer service day after day who seemed to be the only reliable person in the company and also told me that the original rep didn’t know what to talk about. While it was frustrating to get confirmation that other company employees also knew that their colleagues were not performing their duties properly, it was comforting to know that at least someone was fixing the problem.
Finally the different teams arrived with their own transitions, but as the cherry on top of this whole experience the house was turned upside down as the furniture from the whole house was needed as a weight in the transition and there should have been no less then. 48 hours After two weeks of this whole trial, the company completed the work, but the job isn’t done. Nothing was properly explained, nor was the price properly quoted from the beginning. The training teams can do a decent job but there is absolutely no way to communicate with them. Their vans are not signed and very unprofessional. This company should certainly not be recommended.
