BONAIRE, GEORGIA -- First I would like to say I had never purchased carpet before and there were subtle signs that really let me know I should go elsewhere, but I ignored them. A relative of a friend had a good experience and I based my decision on that and the $99 room sale. I wish I had come across these comments and reviews before setting up a FREE CONSULTATION. But I was truly just ready to get the simple, small, project over and done with. Please...FOLLOW YOUR GUT INSTINCTS AT ALL TIMES and continue READING THIS REVIEW!!!
My first appointment was scheduled for January 2, 2015 which was great because I was off. About an hour before the time frame that someone was supposed to show up, the salesperson, **, calls, explains he's out of town on vacation and Empire must've made a mistake scheduling me on that day. He asked if it was possible that he could come Monday. I agreed because I happened to be off that day as well. He said he would call around noon Monday January 5, 2015. I received no call at all.
I called Empire and explained the entire situation and the cust svc representative just scheduled me for another appointment on January 12, 2015. No apology for the current inconvenience. Ok fine. I need to get an estimate to see what I am working with so I agree to the January 12th appointment. Now I had a whole week to mull this over and check online, but life got in the way and next thing I knew January 12th was here.
On January 12, 2015, ** (yes same salesperson!) shows up on time. Makes no mention of standing me up previously. How do I know it was the same salesperson? I kept the number he called from to cancel the first appoint and it was the same number he called from on the 12th and it was on his business card. But I am just ready to find out how much it's going to cost me. Now keep in mind I've never purchased carpet before so I am admitting I was clueless. But this $99 room sale sounds amazing and even with the added cost of the product it can't be that bad.
PROJECT: Replacing only the carpet in 1 small bedroom with dimensions of 10x11 with a carpet as similar as possible. The salesman gave his whole spiel, history of the company, etc. I know he must do this, but I also know I am only getting this one room done so it's no big deal. I look at the samples, pick the carpet. He measured the room and never told me what he came up with. So now I'm saying to myself ok that's a little weird. He starts telling me about all these discounts I am eligible for, etc.
Now he's talking my language. He breaks out a calculator and starts computing figures behind his briefcase so that I cannot see what he is doing. But I can hear him banging on the calculator like crazy. If you've ever seen the scene of Tyler Perry's Diary of a mad Black Woman where Madea is in the kitchen adding on a calculator, that is the same exact thing ** was doing, but he wasn't talking, just calculating. Right then I was thinking this is going to be really good or really bad.
It was really bad. I was told padding is included in the price and that's just how Empire does it so I couldn't get carpet only. The least expensive carpet quote was $614.27. And the rest went up from there increasing in $100-$150 increments. And they were all just flat numbers. Not a breakdown of what exactly I would be paying for and what discounts I was getting.
Should've said NO THANKS right then and there, but I really wanted this job done. He told me he could have one of his 20 crews back over here tomorrow and have the job done in an hour or so. I said ok, at least I wouldn't have to wait any longer. He pulled up the contract on his tablet and said I would get a copy overnight, I just had to sign some areas. Then he said he would need my credit card info or check to secure the appointment. He stressed that no one would get paid until the work was done and that I signed a certificate of satisfactory completion and gave it to the installer. That is how they get paid.
So I said ok, it made sense to me. I made sure I saw that in the contract as well as my right to cancel and signed the contract. All this took place over the course of 40 minutes. After ** left I spent 2 hours trying to comprehend how $99 plus cost of carpet turned into $614.27. I got online and came across this site and spent over an hour reading all of the horrible reviews. My heart sank. I had made a huge mistake. I had to cancel.
I called Empire Today the same night, about 4 hours after my free consultation and explained that I needed to cancel immediately. Please do not send any installers. The CSR told me the department that cancels installs is closed, but my cancellation is processed and they will just review it to make sure I get refunded. Refunded? I haven't had anything done to get refunded!! The CSR says my account shows a payment via credit card for $614.27 paid in full.
Now I am furious, but I am thinking it must be an error. ** said they don't get paid until the job is complete and I sign that certificate. When I got off the phone, I checked with my bank and sure enough, there was a pending transaction against my checking account for that $614.27.
The very next morning on January 13th I call Empire back to confirm my cancellation and make sure my money is being refunded. I spoke with a CSR who asked why I was canceling and I told her I found someone to do it for less (I had not, but I didn't want to go through a whole song and dance). She asked for how much and I told her it was only 1 room and I found someone to do it for half the price they were charging me. This CSR tells me my business is appreciated and she sees some rebates that I am eligible for which would knock my price down considerably. It wouldn't be as low as half, but they really want to do business with me. WHAT?!! Are you kidding me?!!
I told her I would have to decline because even with the rebates, it doesn't take away the fact that money was charged immediately for services that were not completed and I am not happy with that. She reviews my account and told me she saw where there was a deposit charged. I told her that nothing was mentioned about a deposit and I would not have agreed to a deposit that was the full cost of the project. She said she wasn't there so she cannot say what was agreed to, but don't worry I would receive my complete refund in 3-5 business days.
Yes you read correctly. The same money they took immediately as a "deposit" now cannot be refunded for 3-5 business days. I am livid! I am mad at myself, Empire, **, the whole situation!!! She told me that because I used a credit card I would receive a refund much faster than if I had wrote a check which could take up to 15 days. Her final question was if there was anything else she could do to help me. My response was "Unless you can immediately refund my money the same way you took it, then no there really isn't any other way you can help me."
Is this situation over? No. I am so paranoid and skeptical because of what I read I call Empire back on January 14th, the day after I confirmed my cancellation, to make sure it was truly canceled and the refund was processed. That CSR is showing the cancellation, the cancellation number and tells me it will be refunded in 7-10 business days. Excuse me!!! What happened to the 3-5 business days from yesterday? This CSR is sticking to her script and tells me it will be 7-10 business days and this is the credit institutions policy. The refund will be deposited as soon as they can do it. Ok is it 3-5 business days, 7-10 business days or as soon as you can do it?!!
I hang up feeling dumb and defeated. I should've known better. Empire immediately sent emails confirming my free estimate consultation and my installation. But when I canceled, I received a cancellation number and no email to verify it. If it sounds too good to be true, many times it is. This story does end well though. I ended up asking another friend for a carpet install referral. I explained the Empire catastrophe and he introduced me to a local guy who came and assessed the situation. I bought some carpet from Lowe's for $150 (I had to get a 10x15 piece for the style I wanted).
This local guy picked up the carpet and installed it. My all inclusive (carpet, install and tip) price was $260. I felt relieved and it took the edge off of having to wait to get my money back from Empire for work that was never done. Imagine looking at a room with jacked up carpet after $614.27 has been taken from your checking account. Not a good feeling.
Empire returned my money to my checking account on January 21, 2015. Technically that was 4 business days after I canceled (the 19th was a holiday). But it felt like an eternity since it was 9 days from the date of my FREE consultation. Please beware of the $99/room sale. Especially if you are doing your whole house!!
Attached are before and after pics of the bedroom that needed the carpet replaced. I just want you to see that paying a total of $260 for new carpet and installation does not mean the work is shoddy at all. I am extremely pleased now that Empire is out of the picture!!! NO THANKS to Empire Today.
Hi LaToria, we appreciate you taking the time to share your concerns with us, and we regret that you did not enjoy your experience. We understand that we've been in contact with you and that you have already purchased elsewhere. If you have any additional questions or concerns, please don't hesitate to contact us at 888-588-2315 x4195 or firstname.lastname@example.org. Thank you. Jeanette Ramey, National Customer Service Manager
SAN ANTONIO, TEXAS -- Contact Empire and they had a sales representative out the next day (Saturday). He arrived on time, was polite, took measurements, selected the laminate floor, and received a price quote within two hours. Received a call the following Monday from Empire asking if I wanted to go ahead and have a financing representative drop by to finalize and schedule installation.
When he came, I began to get that uneasy feeling when he said he needed to take measurements, and then I could pick out the flooring. Wait! I just spent two hours on Saturday doing this part. When I voiced concern, he told me there would not be any more hiccups, and even discounted the final price a bit. Feeling a bit better. He advised that installation would begin on Thursday and last through Saturday. I let him know I had a medical appointment Friday afternoon that could not be rescheduled, and the installation crew would need to accommodate. He let me know it was not an issue, and to tell the lead on the installation crew when they arrived.
Thursday came, the crew was on-time, and things seemed to be going very well. I let the lead know that Friday I had an appointment and they would need to break off two hours early. His response to me was that he comes in from Austin, does not work on Saturday, and would like to stay and work while I was at my appointment. What? First, I was told work was Thursday through Saturday. Second, stay and work in the home without me there? Don't think so. I let him know I would do what I could, but the appointment could not be rescheduled.
Friday came, and progress on the floor was good. Until I reminded him of the appointment. Once I did, he said he needed to get the job finished that day, and needed to stay in the home whilst I was away. I then made it clear that I was not going to allow that, and that they needed to finish on Saturday. To which he responded again that he comes in from Austin, and needed to finish today. If not, he would have to come back Monday. So, I told him, Monday it is.
During the weekend I had time to evaluate the work being done, and was beginning to find small things I was not happy about. But, I held off until the work was done on Monday came and the work was supposedly completed. During my walkthrough I found many issues. First, they had to cut the front portion of each step to make the square. They were originally rounded off, which created an issue with laying the laminate flat. Understandable… However while cutting, the workers tore into my banister with their saw, chewing up the wood. When I brought it to the leads attention, his response was, “I did my best.” What???
Next, the reduction of the stair size left a hole in the wall between the stair and the molding. The lead told me he was not responsible for fixing or repairing that because it is part of the original stairs. What the…? You cut my stairs to accommodate the laminate, leaving a gaping hole!!! The final straw was finding a two-and-a-half foot scratch deep into the laminate in the master bedroom. The lead said he had no more materials, and would fix after he ordered more at a later date.
Needless to say, I did not sign the final paperwork. I then called the main office and the lady who answered said she would contact the installation manager. I asked if she could have him call me because I had pictures and wanted to explain. To which she replied, “No. He will call the crew.” Really??? I'm the one who is having a not-so-good experience here. Not the crew. Needless to say, I have not received a call back from anyone. The lead seemed to want to appease me, but I'm not happy at all. Posting images to show that lousy work.
I have to say, the turn-around time once I posted this issue was outstanding. My hat is off to Rex and Billy for stepping in and ensuring my issues were being attended to. The crew arrived shortly after Billy showed up, and an offer was made to make recompense for the damaged banister. I will revisit and post an update once this has been finalized.
Hi Gerard, thank you for bringing your concerns to our attention. We understand that we've been in contact with you about this issue and that the repairs have been completed. Please don't hesitate to contact us at email@example.com with any additional questions or concerns. Thank you. Bill Allivato, National Customer Service Manager
CALIFORNIA -- I had some work done in the house by Empire before, and I had no complaint about it, so I called Empire for some more business. I was under the impression that I will have a pleasant experience as before, but I was in for a ride this time. May 2011 is when it all started, the salesmen showed up, and gave me a pressure squeezer must spend money today or else all prices will skyrocket... Yeah I bought into it. Got the papers signed money was placed in the guys hand, and the rest upon completion of work.
The crew showed up with one guy able to speak English and the rest, well, not too sure, but I cared less since I am more concerned about quality work, then if the installers can talk at all. They proceeded to tear out my good carpet, and start laying the laminate. The tools they used would make an OSHa representative pull out a thick pad and would have a field day writing up all the problems, no blade guards on saw, no protective eyewear, the cord they used was duct taped and electrical taped in several spots. I should have guessed how this will turn out...
Anyhow, the foreman of the group explained that the floor must be level grinded all the highs, and the lows should be filled so the laminate will not "bounce". They spent a good hour and a half grinding, but no fills. I guess it was all well, and they laid the padding and the laminate. It was getting into the afternoon, and I told them I was allergic to mosquito bites, and to keep screen door closed. They managed to poke a big hole with their fingers through my screen door damaging it. At 10:30 pm they called it a day, and wanted me to sign papers, which I did, but I told them I can't really look at it over since I am tired, and will look at it the next day.
Next day I find that the laminate bounces in several areas, and the joining area to the kitchen its totally crooked. Manager came out takes pictures, sets up appointment for crew to come out to fix. Crew comes back (even after I told manager not to send same crew)... they tear up half the area, and hall to patch the lows, put cement down and try to smooth it out, replace laminate. They discover that the worker who was on the job where the kitchen meets the room has cut things short, and that is why the transition is crooked to "cover up" this mistake.
While they were ripping the floors up to do this repair, they manage to scuff up my walls where the 4" wood toe boards go around the base of wall. After they left, I called the manager back up to complain about this terrible job. She looked at the screen, looked at the walls, looked at the way they placed one door stop so the door know would hit the wall. She took pictures, and left, but no call back. I re-initiated the contact around Sept 2011 and supervisor said they were waiting for me to get a third party for estimate on repairs, which I did for the walls, and screen door.
They said they will credit account. No credit. Called back. Oh now it's a check they are sending. No check. The company insisted again on their third party to check what I was talking about, cause they probably had no clue what the manager did with the picture, and her notes on this issue. Third party comes out discovers laminate is defective. Empire decides to replace it. But in order for them to replace an In Warranty I must sign a form that I will promise not to post a gripe, I will not talk about my problems. I refuse to have my freedom of speech trampled.
HERE IS MY GRIPE EMPIRE! They want me to sign a form prior to installation that says they did a good job! Amazing. I feel this is a threat, and let them know. The crew finally comes out, a manager is with them, and we talk calmly about this nonsense, and watch from 8 am till 4 pm as the laminate goes into the room. I watch as the crew removes molding and tear more paint off my wall further damaging my property, and I point this out to the manager. This is a different crew as before. (By now you could guess Empire has NO WORKING CREW, they SUB CONTRACT!!!!)
These guys lack of OSHA safety is as the others. No safety whatsoever, and I point this out to the manager. I inspect the install. Run my hand across the laminate where is is supposed to be a smooth transition, but it's rippled. I say nothing except to have the manager run her hand through it. Then the foreman... they both feel the same low quality of the material. (Another bad batch???) Then I point out the flexing areas, and I ask one of the workers if that could be fixed, and he said, "yes but the whole floor needs to be taken up." I said "go for it! Fix it." They look at each other as if I asked them how magnets work?
The manager calls another manager on the phone we wait about 20 min for response. Offer on table is to pick a different material, maybe that is not impacted with low quality. A few days later she shows up with another sales representative and samples. We pick the material, and she said her manager still has to approve this. I get an email from the manager, with a contract attached (as before trying to get me to sign a "you can't talk, post about your gripe" paper, and that I will make sure the California State Licensing board will be notified that all is well PRIOR TO INSTALL. Come on.... if it was maybe AFTER, but before? No thanks!
I sent a letter back stating that there were 4 options and I am willing to go either way. First option was to just replace the laminate with the laminate we picked original, give me money to repair damages to house, and I will not sign any documents. Second was replace laminate with the new pick of laminate and they still give me money to repair my property, and I still do not sign documents. Third was to give me back my old carpet which was in good to excellent shape, and give me full refund, and some money to repair my property, and I will not sign any documents.
The fourth was let's go to court and see how a judge likes a company not honoring warranty they claim to support. The date was set up for install and it was January 19th 2012 nobody showed up. By not showing up she has made her statement well known to me, and now to the world where Empire Today stands. Their warranty is nonexistent, and a consumer must go to extreme measures to get anyone moving in the way so the warranty is upheld.
If the representative of Empire Today dares to write any smart comment to contact her on phone or Email, it's pure fraudulent, and I have tried over the past months to get results. It is not working! I do hope lawyers are reading these "gripes." If you want work, please contact me. Los Angeles, California area. Looking forward to discussing legal action against Empire today with you.
SHAME COMPANY, FLORIDA -- I decided to do laminated floors in two rooms. So the first thing the saleslady says when she walks in is "today is your lucky day because we have a 50/50/50 sale." She does all the measuring and it's about 350 sq ft. She sits down and comes up with a price of 4600$, I almost fell out of my chair. Then she goes with the 50/50/50 sale, we cut the 4600$ down to 2300$ like she's doing me the biggest favor in the world.
Then I showed her an estimate that I got the day before that was for 1045$ From US Wood Flooring here in South FL. I asked if she will match or beat that price. She put me on the phone with one of her bosses. He basically was trying to get me worried not to go with that product from that company. I've done plenty of home remodels and renovations in my life and the product from the cheaper price was better. Bottom line is that Empire Today overcharges people that don't know any better about cost of flooring.
Hi Lenny, thank you for bringing your pricing concerns to our attention. We'd like to know more about the situation, and we will be following up with you shortly. You can also reach us at 888-588-2315 x4195 or firstname.lastname@example.org. Thank you. Jeanette Ramey, National Customer Service Manager
LOS ANGELES, CALIFORNIA -- July of 2014, we called Empire Today. The pushy sales lady came to my house the same day. She did not leave until we signed the contract with her. The next day, I called the company and wanted to cancel because their price was very expensive, and they would not cancel. They gave me a couple of hundred dollars off the carpet and tile installation.
We did not have a major problem with the tile people, but we started replacing the carpet August of 2014. The installer was at my house July 28th and inspected my furniture and my house and the flooring to make sure that they have ordered enough carpet and to see how they would move the furniture. There were supposed to install the carpet the next day which would have been Tues July 29th. Based on his suggestion he said for us to start August 1st so that he can bring more people and that they can finish the job sooner on Saturday. I said okay.
They started the replacement of my carpet August 1st 2014. Two people came and literally hostage in my house. They were using laundry room door and front door to come into my house. They put all the heavy furniture with no coverage on my front entry, which is marble which was in perfect condition before they started working. They moved the rest of my other furniture in my kitchen and in my breakfast area and we were held hostage because we couldn't use our kitchen and refrigerator and front entry. So, we were literally living on the front yard or backyard. We were not able to get into the house to see what was going on, or in some case use the restroom.
At 7:30pm on Friday, we were informed that they would be back Saturday and he would bring 4-6 people to finish the job. They put some furniture back and some furniture on my front entry. Saturday Morning they came back around 11am and there were about 4-6 people working. We stayed outside again, and blocked out again hoping that they would finish the job today.
Around 2:30 when my husband left the house to get something to eat, the installer came to me to tell me bad news, that they cannot finish the job today. This was because the carpet he had was different than the carpet he had yesterday. The color is the same, but the lot # is different. He wouldn't be able to match the seam and that I would be unhappy.
All my upstairs furniture, they shoved it in the balconies of my master room and my daughter's balcony, and he said that he feels really bad for us because he has to bring back the furniture to the room, but can't put the furniture back because he will be coming back on Monday to fix the problem. He brought everything from the balcony and shoved them more into the bathrooms and we were all blocked out of our closets and showers, and restrooms and changing clothes. Everything was shoved in a small place.
The only place we were able to use was the downstairs powder room, which has no shower. And we were able to only use the kitchen and family room. He said he feels really bad, but Empire would take care of you and give me some kind of credit, which they did not do that yet.
He came back on Monday August 4th, and he said that he will fix the problem for me. He has the right carpet he said and he left Monday around 8pm and he wanted a signature from my husband, and checked marked for where we would survey him. I told him I am not happy with the carpet change, and furniture was very much damaged and the seam of the carpet all over the house was very much visible. He told me the carpet is not thick enough for my home, and will shed. So basically, Empire needs to re install the carpet again, and he would come do the change.
Knowing that he knew from the beginning that the carpet is not thick enough, and knowing that the carpet they gave him was not the right carpet, and also knowing that he would have to come back and re install new carpet because of this. Saturday August 2nd, 5 people had to sleep in the family room on the floor with no pillow and blanket since we had no access to anything in our house and everything was locked out. We didn't have access to toothpaste and toothbrush and had to go out and buy them since the no access. We had to use the powder room downstairs to brush our teeth.
Based on his suggestion we had to call Empire today and tell them what was going on immediately. And since August 5th 2014, we are calling Empire and letting them know what happened and what's going on and little by little that 4 door stopper were missing in my house, the base board was broader, doors were not closing. Baseboard and walls and paint have been damaged, and also couches. Also formal living room couches, and glass dining table has been chipped at so many places. The house was painted In Nov of 2013, and most of my paint upstairs have been damaged, including the kid's bedrooms, master bedrooms, etc.
All paint is damaged, and all bedroom sets also have been damaged. The installer did not put all the screws on the bed, and the bed was loosened. The formal dining room and buffet which has been covered with sheets since we moved in have also been damaged with scratches and dents. The chairs and coffee table and side table have scratches and also book case and office and room desks have been broken.
Also master place fire place marble have been damaged, and also the casing around the patio door because of the moving of the furniture. He broke the casing of the patio door in front of my husband, and told him he would come back and fix it but never did. All my marble have been scratched and chipped where the carpet meets the marble.
There have been so many damages on the marble that I cannot describe anything. The staircase has been deeply scratched and it is so excessive that I do not know what to do about it. Small picture frames in the hallway fell and damaged the frame and also the wall. And bigger tapestry pictures have been broken due to being fallen.
We have been following all the installers instruction to put things in box, and put the small items away, and I have 3 or 4 days to put things away. He never told us to remove any picture frames. Empire changed my flooring of my 5 bathrooms with the tile, and he also damaged the tile which was connected from my daughter's room to the bathroom. There are so many chips in my kitchen flooring, and breakfast area.
Pieces of the tile are gone, and he came back and shaved some of the pieces of the tile in my kitchen and laundry room to make the pieces straight. He did the same to my daughter's bathroom, and for it to not be noticeable. But, I have more carpet there, more than tile, which you are supposed to have more tile than carpet. Due to the rolling in of the heavy carpet, my washer and dryer have been scratched and paint has been damaged.
We have sent pictures to Empire, they have sent supervisors to my house to look at the damages, and each time they tell me they are going to fix the damages of my kitchen flooring and marble. They said they are going to order marble to replace your chipped marble, and someone is going to come and paint where has been damaged and change the flooring for kitchen and laundry room with the same tile of the bathroom. When the painter came to look at the damages, he said he has to paint the whole house to make it all even.
For the staircase, even with sanding and staining, it will never go back to when it was normal in the beginning, so little by little they changed their mind, after all the promises Howie (installation supervisor), me to directly and Janet (Cus. Serve. Rep), to fix everything, they have only decided to give me 10% of the purchase price, which is about $830 dollars, and I rejected the offer.
They reported this to installer insurance company, and they came over and looked at everything, and rejected the damages due to previous existing damages. What I want to ask them, is if the damages are pre existent, the first of installer should have told me and had me sign some sort of paperwork. The first installer came to inspect my house on July 28th, and if there were any pre existing damages, he should have taken a picture, and sign something like two other installers that came and changed the carpet again.
Most of my furniture were new, and were kept really well since they were covered until the first installment. This tells any logical person, that there were no pre existing damages, and no furniture damaged. If so, he should have said something about it. After the second installer came to inspect the house, and when he was changing the carpet, while he was dissembling my bedroom set, purposely put the foot board and head board in the wrong place for me not to see the damages on my cherry wood furniture. I have trusted Empire due to the false advertisement on TV due to what they have promised.
For the second time the carpet has been changed for the second time in Nov. 12th of 2014. The second carpenter took an hour to look at the furniture and the damages, and let me know the damages have been done previously to show me that they are previous damages, and he would not be held responsible. He did a terrible job of carpet installation. The cuts were horrible and easily seen and it took him 3 days to finish the job. He left the Friday at 4pm and said that this was the best he can do.
Meanwhile we are paying for the carpet every month through Wells Fargo. We asked Wells Fargo to help us to get our money back through them, and Wells Fargo is not helping us and we are disappointed with Wells Fargo because they are telling me to deal with Empire and not them. Wells Fargo is a credit card company, and I don't know why they want us to deal with Empire, and Not Wells Fargo to get my money back for an unfinished job.
Anyhow, now the carpet has been changed for the 3rd time. The supervisor's name is Juan, and he came over. He said that everything is wrong with the carpet and it has to be changed for the third time. On June 10th, the carpet was finished. I called the next day. We still have a problem with the stairs, with the size of the nails, and the carpet is pushing out on both sides.
I hope to never do business with Empire again. My life has been changed since August of 2014. I am still dealing with them and getting nowhere. I am calling them daily. It is frustrating not to get a response from them. I am only getting an email once in a while, and keep getting promises made but not getting any of them.
2918 BRICK CHURCH PIKE, NASHVILLE, TENNESSEE -- I am writing to notify you of how unhappy I am with the service and treatment my husband and I have received. On May 21, we placed an order for new vinyl to be put in our kitchen and laundry room. I paid in full that day for the total cost of the materials and installation order in the amount of $1349.00. We were told that it would all be done and finished in a week. The installation should only take 4-5 hours or so. The installation was scheduled for Tuesday June 1. Our check was cashed a week later.
The installer called about 9 am that morning to notify me that he would be at our home soon but needed to stop and Home Depot for supplies. He said to expect him in about 30 minutes. An hour and a half later he called to tell me that he forgot something at the office and had to go back to the warehouse and pick it up. He finally arrived that day around 1 pm with another installer. This installer's name was ** and during his time at our home repeated told us how we didn't need to contact Empire for any other work because he could get us a much better deal through him and the people he works with.
He stapled our floor down along the edges - telling us that that is how you install flooring now because it's the best way (I don't know. I believed since he was your installer he must know what he was doing.) He and his fellow installer informed me that I could not walk on the floor for at least 24 hours. They even made sure to point out a small area that I could walk but nowhere else.
The next morning when I could "walk" on the floor is when I noticed the horrible job that was done. The laundry room (one of the areas I supposedly couldn't even get to in order to look at) was cut 1/2" short of the wall. That was a large star shaped tear alongside the doorway from the laundry room and kitchen where the installer had glued it back.
The Staples that he placed in the floor were so far away from the wall that we wouldn't be able to cover with the molding/quarter round. The floor had huge air bubbles in it and anytime I sweep the floor it would roll along with the broom. The vinyl would create waves and rolls when my computer chair was rolled on it as well. I called that very day and filed a complaint.
I was told by customer service that they would have to schedule for the "review" installer to come out and determine if "it really needed to be completely replaced or if it can just be repaired". I was told that you only have one person who is qualified to determine these matters and I would have to schedule a time with them. The time was scheduled for him to come out on Tuesday June 8th. We would be his first stop that morning.
June 8th at 9 am (after I called to determine where the installer was) I received a phone call from the installer, who in broken English informed me that he wouldn't be able to be at my house for at least another 2.5 more like 3 hours. I asked why since I had things I needed to take care of. He told me that he had other customers to take care of first and that he wouldn't be there for another 3 hours. I verified with him that he would be there around 11:30 am or 12:00 pm and he once again repeated that it would probably not be till 12:00 pm. I told him that I would run my errands and be back to meet him then.
I got home at 11:20 am to find a message on my machine. The installer had gotten there at 11:10 am and left stating that we had to reschedule. When I called and my husband called we were both told that the installer could not come back out that day. We were told that we should have stayed at the house that it was our job not your company's to arrange our schedule around them. Once again we were told that he was the "only one" qualified to check the floor to see how bad it was they would not send a manager or anyone else out.
After called again, my husband took off Friday June 11 to be able to have installer come out to look at the horrible installation that had been done. (Of course this was a different guy. Not the "only one" installer that I had dealt with on Tuesday.) This installer confirmed the installation was completely unacceptable and arrangements were once again made. Because our family vacation / daughter's National Dance competition was the following week, we scheduled for the replacement installation to be done on Tuesday, June 22. (The first Tuesday after getting back.)
I received a voicemail message this morning (June 22) at 8:15 am stating that your company couldn't preform the installation today and it would have to be rescheduled again. The vinyl for the order was somehow left off the truck. It was left in the warehouse in Atlanta, GA. When I called back and spoke with ** in the local office, I asked why it hadn't been shipped before now and held locally for this job. "Well that's not how we do it" was the reply I got.
She told me that it was standard policy to order and ship the supplies/merchandise the night before the job. The order should have been placed and shipped into the local warehouse/holding dock to make sure all supplies were ready for the job but when I mentioned this, she once again told me that was not how you handle it.
After crying and letting her know how I was upset because this has been ongoing for a month now, she said she could "put a $100. credit to our bill for the inconvenience". I made sure to let her know that I had already paid in full and the check had been cashed and I still don't have my floor done. She never even acknowledged that she or your company were sorry for all the trouble. When I asked for the address and name of a person to contact, I was given this email and told that I might just have to keep sending emails. I couldn't talk to anyone or get a physical address.
I have since contacted the sales representative who sold us the floor to notify her that I will not be ordering the hardwood flooring that we had discussed and I would never recommend Empire to anyone because of everything we have had to deal with and the way we have been treated. My washing machine, dryer, and stove are now out on my front porch. My refrigerated, dining room table, boxes of pantry items, and computer file cabinet, computer, etc. are all in my living room. My China cabinet, computer desk and various items are in my garage.
I have been living like this for a month now because of these circumstances. I just got back from a week's vacation and have laundry to do and now I can't even do that today. I want a FULL REFUND of my money. I don't want to have to deal with any of this or your company anymore. I intend on contacting the Better Business Bureau and filing a formal complaint. I will not be doing any further business nor will I recommend Empire to anyone else because of the way we have been treated.
Thank you for bringing your installation experience to our attention. We apologize for any inconvenience this situation may have caused you. Our customer service team is currently reviewing your concerns, and will continue to be in contact with you
LOS ANGELES, CALIFORNIA -- If I could give them a zero I would! We got carpet installed less than 2 years ago and about 2 1/2 months ago the carpets were cleaned in all 3 rooms. A day later the smell that came from one of the rooms was so bad I had to tear it off and remove it because it was right next to my kids rooms that are 2 and 4 years old.
When I called empire to report this they told me that all I can do is create a case and they would get back to me. About 4 days later they told me that they wanted to send someone out there to take a look at the carpet, which I had no problem with but he could only do it in 3 days. Now we are talking about a week later, which I had to keep my kids away from the carpet because I tore it out and they wanted to mess with the threads.
Once the guy came out he took pictures and asked if he could take the carpet I ripped out with him and I said yes. About another week and a half later a woman named Janet ** called me and said that the carpet didn't dry correctly. So I told her that it sounds like a product defect because all three rooms were dried the same way.
She told me that they can replace the section I tore out with new carpet, which was not even up for discussion because a 2-year old carpet even with cleaning looks completely different from a brand new carpet. So she then proceeded to say that they will pay for material and I have to pay a $400 dollars for labor. I told them that it was unfair that I had to pay again for a defect that their product caused and they should absorb the whole cost. She told me that she would need her supervisor to agree to this and that she would call me back.
One month later with 3 phone calls and 2 voicemails unanswered I was finally able to talk to a supervisor named Linda ** that decided to tell me that they would lower the price to $200. I told her that it was ridiculous how they have treated me and that they should be ashamed of themselves. I had to get the carpet replaced because I had a hose hole in my floor for the past month and a half and I couldn't live like that anymore so I agreed to pay the cost.
A day before the appointment they decided to call me and tell me that they over booked and can't make it. They did tell me that they would now install it for free, which was the first decent thing that they have done for me. We rescheduled and the second time they came they told me that they were going to install gold or silver floor transitions, which I told them that there was no way they were going to do that because they originally installed wood transitional and it was even noted on my original order form. So yes once again I had to reschedule.
The third time they came out I told them to come early but the gave me a window of 9-11 which they ended up coming at 11:30. This time they told me they couldn't replace the carpet because I needed my husband to remove the closet folding door. I told them the original time they were here that they removed it and put it back together. The guy said he doesn't do that and I should call my husband. I told him that there wasn't going to be anyone here till 6. By this time I was so upset, I have missed 2 days of work for them and moved furniture twice by myself all for this crap.
I called Linda again and left a message. The guys told me that they were going to go and I told them to wait till I got a hold of someone so I knew what was the next step, but before I could get someone on the phone that I was on hold for 25 minutes they left my house. So now I still have a hole in my floor, I still need to miss another day of work and I have to put everything back and take it out again. Still no one called me back!!!!! PLEASE! PLEASE!! PLEASE LEARN FROM MY MISTAKE AND STAY AWAY FROM THIS COMPANY!!!!!
Hi Hila, thank you for bringing your experience to our attention. We never want our customers to be disappointed in our service, and we understand your frustration. We can assure you that we are taking your concerns seriously, and we will be following up with you to ensure that everything gets completed to your satisfaction. You can also reach us at email@example.com. Thank you.
PHILADELPHIA, PENNSYLVANIA -- January 2011, a knowledgeable Empire representative measured my home for carpet. Within one week the newly installed carpet looked older and worn than my previous carpet. I called and my sales rep made a second visit. He agreed that the carpet had to be replaced. I did not have much choice. I am a wheelchair user and truthfully there were two maybe three choices of ugly carpet.
Regretting that I ever purchased Empire carpet I selected the second ugly carpet. The installation job was horrible. My wood was cut – there were so many piece work and the seams were done terribly. Again I called and Empire arranged for my sales rep to be out. Again, he agreed that the job was terrible and damage had been done. Between the second and third installation I had become gravely ill. I started having strong reservations about a third time and told Empire's Customer Service Manager **, that I was not sure. By the time I recovered, I thought it best that I try a third time.
One of the reasons that I had initially called Empire is that Empire offered Interest Free for 12 months. Why did I pay $98.00 per month when interest was to be free? Most important, until an Empire Customer is totally satisfied they are also not to be charged interest. Interest was tacked on to my bill after February 2012. When I spoke to ** she explained that the bank is responsible and after the third installation was complete, Empire will notify the bank and the interest calculated will be removed and my interest free for a year would begin.
Guess what? The carpet was installed a third time. I was so excited that it was done with only 2 seams I called immediately to tell ** “I am happy.” Unfortunately that was only short-lived. I have three issues with Empire now, which are: 1. The interest was not removed and charges continue to mount. Each time I called ** she has never returned my calls. Thus, I am still being charged interest and not given interest free! 2. Although 2 seams are better than a dozen or so during the second installation, there is a big seam a few feet from entering the living room. On the sides close to the wall, the seam looks great but directly in the middle it looks as if I have torn carpet.
At this point I would love for Empire to take up their carpet, refund my money and we call it a day. I can never replace the plants the second installers placed out on the deck and the sun (in October) burned the plants, as well as the cut wood; the three times it cost me for Personal Assistant overtime; and all the aggravation and work.
Knowing that I don't stand a chance against a big company I need Empire to explain why:
1. I had to pay $98.* per month during the Interest Free. 2. Interest compounded was not removed after the third installation as explained by Customer Service Manager. 3. Interest Free for one year when Customer is totally satisfied with carpet installation.
Rather than writing my Empire experience as a complaint, I thought it best to inform. Empire did come back and replace the ugly carpet twice. Most important now, perhaps someone will advise what I can do. I am going to send this information to the Better Business Bureau. I may have also been overcharged on two accounts too (I am paying for an original carpet that had to be removed and the quality of Empire's pad is poor (there was never a price adjustment).
Marlene, we truly regret the issues that you have experienced post-installation. We understand your frustration and your concerns with your product and financing, and we're disappointed, as this is not the level of service that we expect for our customers. We will be reaching out to you soon to discuss the current status of your situation. Please contact us with any questions at 888-588-2315 x4195 or email us at firstname.lastname@example.org. Thank you. Rebekah Clerk, National Customer Service Manager
MICHIGAN -- The only thing I can say is, DO NOT USE EMPIRE. We called and had a sales guy sent to the house and needed just a basic Stainmaster carpet for the entire upstairs and the stairs themselves. Even though the estimate seemed a bit high, he was assuring us that this was good carpet. So, we went ahead and purchased the carpet. I asked him why it was so high, he said the order an extra 10% carpet....
So, the carpet gets installed. First off, it took FOREVER! But that was fine as long as it looked good. I left for work and my husband stayed home for the rest of the install. I get home and we were both wondering what the deal was with all the seams all over the hallway, leading into all the bedrooms. The hallway is not that big that it would require so many pieces of carpet. When I called, I asked them to send different installers... A week goes by... The same installers show up. They cut the top of the carpet, try to blend the seems, then ask if I had a little piece of carpet.
Confused, I said "no". He argued that they left me a tiny square? Then he says to forget it.
So I hear him pulling up the carpet and doing something to it. They leave after telling me that the seems are still there, but should "settle" I just need to vacuum them a lot in all different directions. My husband calls a few hours later, I explain what happened. He says that they took a huge roll of our carpet with them. It now clicks that they took our carpet and we have all these seams because they are piecing scraps together. I call Empire 4 days ago, no call back.
Today while vacuuming the steps, all the carpet is coming up, right down to the tack strips. There are chunks of carpet coming out everywhere also. I call back, again put on hold, and told someone will call me back. At this point I am just hoping they come and take their awful carpet back, and give me my hard earned money back. I am truly hoping that you listen to this post and save yourself your time and money. I am sick to my stomach over this. We saved and waited for 2 years to get carpet. WHAT A WASTE.
Bethany, we regret the issues that you've been experiencing post-installation, as we always want our customers to enjoy their finished product. We are committed to working with our customers to help resolve whatever problems may arise, so we're disappointed that you've had trouble getting your concerns addressed. Your experience is not what we want to provide to our customers, and we will be reaching out to you soon to work towards a resolution. If you have any questions, please call us at 888-588-2315 x4195 or email us at email@example.com. Thank you. Rebekah Clerk, National Customer Service Manager
I contracted with Empire Carpet to install carpeting in 4 rooms and a vinyl floor in my kitchen during their "Buy 2 Rooms and Get the rest for free" sale. That was my biggest mistake ever. I met with the salesman that reviewed my home on a Saturday morning. He was nice. That's the best thing I can say about him (more on him later). I purchased 5 total rooms of flooring that was to be installed the following Tuesday (all carpet) and Friday (vinyl kitchen floor).
Only one person that showed up on the carpeting team spoke English... not good. He promised me when he arrived he would do a professional job in all of the rooms. That pleased me. About 4 hours later, he told me he only had enough carpeting to put in 3 of the 4 bedrooms and that he would have to come out again to finish the job. I told him to either credit me BACK the money I paid that Tuesday morning or bring another role of carpeting to finish the job today. HE SAID HE COULDN'T DO EITHER!!! I quickly got on the phone to my salesman who could make absolutely no decision whatsoever when I explained the situation to him. All my salesman could do is apologize.
Finally, after a couple hours on the phone with the Empire "team"... they agreed to take off $750 my Tuesday bill. I was happy with that at the time (but wait! There will be more on this!) Since I agreed to have the vinyl floor put in on Friday, I stated I wanted the carpeting team there at the exact same time as the vinyl floor people to minimize the time I would be out of work...
The vinyl team showed up Friday morning and finished early Friday afternoon. The carpeting team arrived at 2:00 pm Friday afternoon as the vinyl team was leaving. I placed numerous calls to the Empire team... nobody cared. Nobody agreed to do anything. I was out of work another entire day. The vinyl looks nice in my kitchen... However, I have a sliding door to a bathroom off of my kitchen, and they put a threshold in that blocks the sliding door from opening. I had to schedule a time for the Empire Team to come and fix my sliding door problem.
Also, when they were installing the carpeting in one of the bedrooms, they broke a wood threshold between the carpeting and the hallway. This took 3 (yes, THREE) visits from the Empire team to fix. All of this time I had to miss work. The lying Empire Today team NEVER gave me a credit for my $750... they only told me they did. Empire Today's management team did not care. They just stated "your work is done, and you've paid your money".
I will never use Empire Today team again. What a worthless outfit. If you enjoy headaches, missing work, getting lied to, and listen to the English speaking Empire employees complain about the company they work for, then by all means... please use Empire Today. Everybody else should stay far, far away.
Kevin, we're sorry for the inconveniences you were caused before and after your product's installation. It's my understanding you've spoken with a member of our Customer Service Team yesterday and that we were able to verify that your credit was processed approximately two weeks ago. It's my understanding that you're satisfied at this time, but if there's anything else we can do for you, please let me know. You can email me at firstname.lastname@example.org or contact me via phone at 888-588-2315 x 4195. Rebekah Clerk, National Customer Service