Complaint Review: Empire Today

On 11/1/17 I entered into a contract with Empire for flooring and installation.  My installation was scheduled for 11/15/17.  I had a responsible adult there to represent me and meet the installation team.  My representative was told the installation couldn't be done.  A language barrier (on the part of the installation team) prevented comprehensive understanding of the flooring issue.  I repeatedly attempted to contact Empire.  I wanted a document stating why the installation could not happen, listing the issues that needed to be resolved to complete my flooring.  I also requested copies of the photos that the installation team took of my flooring.  I specifically asked for an email message instead of a phone call.  I have sent at least 4 Web Customer Service requests.  I have made numerous phone calls to customer service.  Each call to customer service assures me that I should be contacted in 24 business hours.    

I received neither email message nor phone call. 

The only person that responds to me is the initial sales rep that measured my home and brought flooring samples to choose from.  This employee has stated that he has attempted to reach out to managers on my behalf.

I am in a position where i have no idea what needs to be corrected in order to move forward.