I interviewed 3 Carpet Sales agencies. I chose Empire Today, LLC. due to the "too good to be true" promises and the speedy delivery, as we expected our first child in 10 days.
The sales agent told me that Mohawk is a top of the line product, and the other agencies stated that Mohawk was a product they sold, also, so I trusted this product.
The Empire agent told me the labor warranty is 2 years, which is correct. He told me the product is warranted up to 10 years on a variety of claim issues. He visited my home on a Saturday and claimed to be out of Mohawk written warranties. He said the installers will supply it to me at the install in 4 days, which I accepted this response.
The agent told me, repeatedly, that the installers are full time Empire employees ( I sell home improvements and I know the proper interview questions to ask a contractor).
On Installation date, the installers call for directions and verify the order. The sales agent ordered the wrong color carpet for the bedrooms, making the entire home the same color (I ordered whole house replacement). The installers asked if we should reschedule, obviously I said "no", as my home was rearranged and I pulled up the old carpet already, with a 9 month pregnant wife at home, and I took the day off work. They came as I asked and installed the proper rooms.
The installers debated me about coming back to finish the carpet job at a later date, which I insisted on a Saturday, as I took the entire day off work and Empire mixed up the order, not me, as they admitted. However, he quit working and called the boss. He handed me the phone and I argued that I am not paying until the contract is fulfilled, and I want it done on Saturday. I gave the phone back, the installer went outside, then came back and agreed that the boss will pay him enough to do as I asked.
In making nice with him,I asked if he would do a small ceramic job measuring, so I could get a quote from the Salesman without his having to make the trip to my home. The installer told me he doesn't work for Empire and does not do ceramic work so he would not help me with this request. Remember, I said (above) that the Salesman told me the installers are full time Empire Employees ... well, the installer HIMSELF told me he is a sub contracted installer.
My wife went into labor Friday night and we had family sit in for the completion on Saturday. ONly an invoice was left to send in the payment (I called the installer, as he asked, being of aware of the pending baby delivery, and told him I can't be home but somebody will let him in to finish). He finished and did not leave the Warranty as was promised by the Salesman. I called him and he knew nothing about delivering a warranty, and that he would tell the office about it, to send one.
Honestly, with our first born coming home, I forgot about the warranty CARD and it NEVER was delivered.
I have a warranty/service request 2 and 1/2 years after installation. This was made aware to me by an EMPIRE salesman, married to a friend of my wife, when visiting after our 2nd child was born. He told me that I have a "Neptune" product line from Mohawk, while my contract states that I ordered a "Splendor" product from Mohawk, and that neither carpet material should be as matted as it is.
The friend told me who to call, and the office will NOT return my calls. This friend got upset at how Empire was treating my calls and he quit working for them. They still have not called me back. I called the phone number from their TV commercials and was told someone from service will call within 72 hours. Strange, how I used the touchtone pad to chose a warranty issue and NOBODY could help me for 3 days (I called on Monday). No phone call came. I got a letter telling me that Empire does not employee service people but does recommend a service professional for ME to contact. They said my product in OUT of labor warranty. I knew that, but where is the company service that I was promised by the salesman? Where is the company when the ALREADY PAID CUSTOMER has an issue?
I contacted Mohawk. First email reply stated that they don't deal with the retail public and I had to contact MY DEALER. I replied that Empire will NOT respond and "would you please help me" get Empire to handle this as they should. No response from Mohawk. I sent a 3rd email AND left a phone messege. Mohawk then calls and tells me that if I did NOT hire a Professional Carpet cleaning Technician, that MY warranty IS VOID. I protested, politely, that Empire never explained that, not the Salesman, the Boss, nor the installers ... how is the customer supposed to know this? I explained that we own a Carpet Scrubber and she shucked me off saying, that that alone "voids" their warranty, as those do it yourself machines do not have enough ampage to pull the water and soaps out of the carpet and will rot the base and damage the padding below.
None of these issues could have been seen by the average homeowner, as the Salesman told me every thing that I wanted to hear at the Demonstration. He did not tell me about the warranty responsibilities (nor does Mohawk's website state these things clearly IN the segments of explanation of possible issues).
I have contacted Empire AGAIN today,via email, giving them 72 hours (until Monday) to reply to my complaints. I stated that NO reply in a timely manner will garner Legal Council approach. I am waiting until then to see what they do.
The issues that I have experienced with Empire Today, LLC : lies, personality conflict, bait and switch, inconvenience, ignoring my contact efforts, improper/insufficient explanation of Manufacuturer Warranty. My buddy quit and I suggest that YOU STAY AWAY from this organization. Also, make sure you visit the manufacturer and ask them some questions BEFORE buying their product via a middle man company, actually, do this with any home improvement that you want to buy.
N. Fayette, Pennsylvania