We Paid 12k for flooring that had I gone straight through a contractor, would have been 5k max. We decided to pay the extra because at least if anything went wrong, we were with what we THOUGH was a reputable company, and would be covered. 2 days later, ALL the steps they did were falling off, I fell down a whole flight because the step broke when I stepped on it. After nonstop leaving message after message, Empire would not return my call. I luckily had taken the contractors name and number, and HE went about coming back, ripping them all out, and doing it right. Less than a month later the strip they put between the flooring in the hall and kitchen popped out. I has been amost a year, and they NEVER got back to me, never fixed it. It is still broken. Yet, they have NO PROBLEM calling me multiple times, sometimes 2 or 3 times in a month, to try to sell more flooring. They must train their employees to hang up ASAP if someone mentions an issue. I would NEVER refer them, I'd actually love to see them go out of business. I'd also love to rip up this floor and smack them with the broken board. Worst customer service, and worst improvement job I've ever had in my life. They overcharge you times 100, throw you the 1st available contractor they have, and then you are on your own if any issues arise. Do yourself a favor, GO DIRECTLY THROUGH A SUBCONTRACTOR! It will be about a 3rd of the prices Empire charges, and probably a FAR more superior job. Don't even consider Empire - Biggest mistake you could make! Unfortunately, I can't give them negative stars as a rating - because that's all they deserve.