In January 2005 I had a carpet installed in my house. The first day, after scheduling and confirming early morning installation they showed up at 5pm. The installation was then rescheduled for following day, they showed up in a timly manner this time but when moving furniture they broke my entertainment center(which I was compensated for)
After almost completeing the job, my wife walked in and found they were installing the wrong color carpet. So after much debate and 2 saleman (the first one conviently didn't have that sample in his kit) They Finally arranged to have the correct carpet installed. So about 2 weeks later installation was commencing and all was done except for approx 1.5 along livingroom wall, when the installer stated he must stop as the rest of the carpet was from a "different dye lot" and would need to order in new carpet again.
Approx one week later I took another day off work , the installers showed up opened the back door of the truck , I was called over and he stated they gave him wrong carpet again. So again they reordered the carpet and again I waited. A few days later I was called and told the carpet had arrived and installation was scheduled for a letr date. and FINALLY a carpet was permantly installed in my house(almost without incedent) They damaged my china closet , but I didn't report it as even I would not believe me at that point and at this point quite honestly I wanted nothing more to do with this company.
After approx 3 months I noticed an area of the carpet had risen and was getting frayed in a traffic area by the steps to the only bathroom in the house. I called and reported it and they schedule an "independant inspector"to look at area, this Gentalman stated the area was delaminated by pet urine and no service would be provided. He was using a moisture gauge which showed twice the allowed moisture , I knew pet urine was not an issue so I contested this ruling and another inspector was sent who used the propper tool( a blacklight) to inspect the area, he stated to me clearly that pet urine was not the cause that the seam was installed in a traffic area and that it was installation error.
So empire ONCE AGAIN was forced to replace my carpet, however my carpet was no longer available and it cost me an additional $250.00 to upgrade my carpet. But installation was scheduled and AGAIN I moved all my furniture out so the carpet could be relaced again. When the installers left it was noticed they had not strethed , they had had miscut an area on the stairs and just plugged in carpet which came up first vacumming and did an unacceptable job around the banister.
so they scheduled their repair tech "mike" and he stretched the living room but stated the stairs had to be handled by the original installer. he stated that I would be contacted witin a week. Ater a few days I started calling asking when the repair would be completed. left many voicemails but got no return calls.
So after approx 1 month I contacted the credit card company Ge Capitol to file a dispute and stop their payments. The dispute was cancelled though because Empire stated that I ahd never contacted them with a problem, Voicmails were Left with Cynthia as well as Chris at the Cinainson Nj location(the local market as they call it) Phone number or toll free and never got a return call, so I file a second dispute was filed and again this one just disapeared , I called Chris again last week and was told he would not help as I am "out of waranty"and he was never informed I had a problem , the call was then abruptly ended.
I then called Corporate again and lodged a complaint with e office of the president Ranisha (not sure of spelling) who refered my complaint to Tim the regonal manager, he did return my call Friday 4th and basically called me a liar about my repeated calls and attempt to correct the problem stating that he had no record of my calls. I know between my cell phone and home phone I have called over 20 times (27 to be exact) but he stated if I could prove 1 he would arrange repair.
well as of Saturday I have proved 6 and am waiting for phone records from cell phone company and Left Mr a message and no return call has occured. I did tell mr Sherwin that if he didn't respond quickly I would be contacting channel 6 and was told go aheadI have them handled "did I ever notice that no report has ever been done on us"
It is obvious that this company thinks they are above that which most would call good buisness practices and they certainly think they are more powerful than channel 6 and since I know better I would love to give you guys a shot at them.
Today I spoke with Tim. he stated that he received my proof of my making phone calls and is still not willing to help me. He stated that I have been paid 60% of cost, this was reimbursed for time lost from work and the entertaiment center they broke. No compensation was done for my extremele poorly installed carpet with cuts in stairs!!
Thank you for taking the time to read this
drexel hill, Pennsylvania