Description of issue #1:
The carpet installed in our home has only been down for 11 months and is very worn and looks worse than our carpet downstairs which was not replaced. The supervisor who came to our home, said the carpet downstairs would probably out last the life of the carpet Empire replaced in our upstairs.
There are visible seams in the master bedroom. Someone has had to come to our home once to repair this within two weeks or so of installation. When they first fixed this we were told that we would not notice the repair and that it would blend in', it didn't. (The initial installers told us the same thing) The seam is still visible.
When the installation supervisor came out to review this issue he didn't even mention it in his report back to management.
Description of issue #2:
The carpet in 2nd bedroom closet had to be replaced already because the carpet was not tacked down enough on the entry way into the closet. This caused the carpet to separate during vacuuming and started to run. They agreed to replace the carpet but from a different die lot. I had no problem with that and agreed to have it replaced. The installers who replaced the closet carpet didn't speak English. After they completed the installation there was noticeable ripples in the carpet. When we asked installer if that is normal and would go away, he only bobbed his head up and down like they didn't understand.
When the installation supervisor came out to review this issue he didn't even mention it in his report. He told me that it looked like the carpet was crushed or was off the last of the roll from the manufacturer.
Description of issue #3:
The carpet has now separated from the tack strips in the same bedroom in issue number 2 and was sucked in the vacuum, causing a pull and a large corner of the carpet has run.
When the installation supervisor came out to review this issue he said in this report that the pull was from a pet pulling on the carpet. This was wrong information that he reported back to management. To say this is calling us liars!
We feel we were misled from the beginning when the sales person came to our home. They boast that they are experts in choosing the right carpet for the job but the sales person would have sold us any thing to close the deal. We feel that Empire carpets are not honoring the 1 year guarantee on the installation or the 3 year manufacturer warranty on the wear of carpet.
We do not feel Empire is willing to meet us in the middle to satisfy our complaints. I have been given a poor attitude when contacting regarding complaints and do not receive calls back as advised I would. . I feel my concerns have not been treated as if they are valid.
Resolution Sought: I would like the carpet in the bedroom area replaced and installed properly, I would like the carpet in closet area, already replaced, installed properly so it does not bubble up and I would like some type of credit on the $3000.00 cost based on the wear and tear of carpet. We do not have high traffic in our home (we don't even wear shoes in the house) and the carpet looks worse than carpet downstairs which was installed 8 plus years ago.
Date Problem Started: 2/6/2006
Date of Transaction: 1/6/2006
Amount in Dispute: $3000.00