• Report: #231573

Complaint Review: Empire Today, LLC.

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  • Submitted: Sat, January 20, 2007
  • Updated: Thu, January 25, 2007

  • Reported By:N. Fayette Pennsylvania
Empire Today, LLC.
616 G Beatty Rd. Monroeville, Pennsylvania U.S.A.

Empire Today, LLC. Lying Sales Agent- Local franchise Not returning customer calls-Lack responsibility Monroeville Pennsylvania

*Author of original report: Update to Empire report

*Author of original report: Stall tactics being used by Empire Today

*UPDATE Employee: Dear Valued Customer

*Author of original report: Empire Today still not interested in Customer Satisfaction

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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.

Ron
N. Fayette, Pennsylvania
U.S.A.

This report was posted on Ripoff Report on 01/20/2007 12:36 AM and is a permanent record located here: http://www.ripoffreport.com/r/Empire-Today-LLC/Monroeville-Pennsylvania-15146/Empire-Today-LLC-Lying-Sales-Agent-Local-franchise-Not-returning-customer-calls-Lack-re-231573. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Update to Empire report

AUTHOR: Ron - (U.S.A.)

They had the local office call me today. I spoke with a man for 22 minutes. The "first steps:", as he called it, are to have me hire a professional carpet cleaner come in to do a thorough cleansing. THEN, and only then, will Empire hire a 3rd party (so they say) inspection agency to come to my home and review the product with me.

Once that report is reviewed by Empire, they will tell me what they think of my complaints. If the carpet is bad, they will replace it and pick up the bill for the cleaning. If they say the carpet is fine (call me cynical, but... ) then I was told to hire my own inspection agency to dispute thiers.

Oh man, when is this going to be rectified. I have to hire cleaners for my CARPETING IN THE DEAD OF WINTER (I am in Pennsylvania) ... how much sense does that make !!! But, if this is the first step to achieving ANY personell help.

I'll keep this posted AFTER the result of the report is done.
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#2 Author of original report

Stall tactics being used by Empire Today

AUTHOR: Ron - (U.S.A.)

Empire Today finally offerred a rebuttal here on this site. They did NOT respond to numerous phone calls or email contacts on my part. However, some bad publicity here got them to pony up a reply.

I called the number in the Rebuttal in the hours noted, and sure enough... VOICEMAIL. Ok, maybe that person was busy, but is that the only person in the corporate office .... OR, is that just a bulk answering machine? Somebody called me back the next day at 10:30 am EST ( I happened to be home, sick). The woman asked me how she could help me based on my "online report" (here on this site). I said, "IF you read my report, what are you calling to offer me" to reach your customer satisfaction? I expected some sort of resolution to be offerred.

She took my messege and said she will talk to the Monroeville office and get back to me TODAY (I said I'll be here all day, sick and waiting for your call). NO CALL CAME, ONCE AGAIN. If they are one hour behind me (EST zone), then they could have called until 7 pm, my time. They did NOT.

Now ... with these delays. It is now almost two weeks into this project and they still are not even saying BOO about it. They read this report, they got numerous phone calls from me, they got two emails from me, they called me (today) AND DID NOT KNOW WHAT TO SAY TO ME. Then NEVER called back, after 9 business hours of time. The least they could have done, is called and offerred some excuse as to why they don't have an answer TODAY, but will call tomorrow. Not so much as a courtesy call came.

They are blowing me off AGAIN. I post these updates so that if any of you see the Empire advertisements, remember me and how they treat PAID CUSTOMERS. I really don't know what to expect from this lazy and dishonest organization. They are franchised out across the nation (as I have heard) but headquartered out of Chicago. It's not like they can just drive over and see me, nor can I drive over there and "Stomp" into thier office.

All I can say is that in my position as an In the Home Sales Representative - if I do not get a satisfactory resolution - I will offer the EMPIRE TODAY name in every single customer home that I am invited into... I think you know where that will lead. I am considering calling the local news channel, as my attorney says it is a good way to get them to jump and we can all avoid hearings and they may make a settlement offer. You just know the local news channel would LOVE to report a BAD, OUT OF TOWN CONTRACTOR, RIPPING OFF THE LOCAL PEOPLE, especially if the contractor has a LOCAL franchise. I have one of their former employees in my corner, who would testify to their poor services. He told me yesterday, that Empire is a "bad company to work for", as he is truly interested in customer satisfaction. Hence, his leaving this organization.

Now, let's see if this gets Empire to offer another Rebuttal or offer me the costs to pay another company to come in here and replace the Empire Rip Off products.
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#3 UPDATE Employee

Dear Valued Customer

AUTHOR: Ronald - (U.S.A.)

Thank you for bringing this to our attention. Total customer satisfaction is important to us here at Empire Today. We take customer feedback very seriously and we are always striving to improve the customer's experience.

We have reviewed your posting and are currently researching this matter. Unfortunately we are unable to contact you in regards to your concerns being that you have not given enough information for us to be able to access you through our database.

You can reach us by calling this toll free number and one of our agents from the Corporate Office who we have assigned to you specifically will be ready to assist you. The number is 888-588-2315 ext. 3295 Mon-Fri from 9am to 6pm cst. The agent will need your information, phone # or an order # to help assist you with your concerns. Thank you kindly.
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#4 Author of original report

Empire Today still not interested in Customer Satisfaction

AUTHOR: Ron - (U.S.A.)

It has been more than 72 hours and I have not received any contact from Empire Today, LLC.
This franchised organization needs to be cut of from all suppliers as they are making companies like Mohawk look bad.

The public needs to start the process, by shopping Empire as the FIRST bid, get a written bid, and then give it to the competition (IF the Empire price is lower on same product). Find a better company to deal with.

I shall have my attorney draft a letter to them this week and see if Empire has any interest in my satisfaction, AFTER a legal advisor drops in on them.

I spoke to the friend again, and he told me to SUE Empire ... that it appears to be a slam dunk for me to win in court. He knows the managersin the Monroeville office and says they are {bums}, and probably won't put up a fight anyway.
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