• Report: #225207

Complaint Review: Empire Today

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  • Submitted: Wed, December 13, 2006
  • Updated: Wed, December 20, 2006

  • Reported By:apopka Florida
Empire Today
333 Northwest Ave Northlake Illinois, Illinois U.S.A.

Empire Carpets,Empire Today, - Poor Installation, Poor Quality carpet, Poor Customer Service Northlake Illinois - Orlando branch

*UPDATE Employee: Dear Valued Customer

*Author of original report: additonal information on this subject

*Author of original report: additonal information on this subject

*Author of original report: additonal information on this subject

*Author of original report: additonal information on this subject

*UPDATE Employee: Dear Valued Customer

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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

Paul
apopka, Florida
U.S.A.

This report was posted on Ripoff Report on 12/13/2006 02:36 PM and is a permanent record located here: http://www.ripoffreport.com/r/Empire-Today/Northlake-Illinois-Illinois-60164/Empire-CarpetsEmpire-Today-Poor-Installation-Poor-Quality-carpet-Poor-Customer-Serv-225207. 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 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Dear Valued Customer

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

Empire-Today has contacted this customer and apologized to her for the inconvenience. We have gpaid for this customer to have an Inspection. The inspector will go out to the customers home and determine the cause of the installation issues. The customer agrees with having a inspection and once the results come back we will call her and work out the best resolution for her to complete her issues to her satisfaction.
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#2 Author of original report

additonal information on this subject

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

I had my neighbor, whom is a home builder and knows his stuff about carpets, look at the issues posted prior. He commented on the usual amount of wear that the carpet is showing after 11 months. He also commented on the tack strips used. He said that tack strips for burba carpet need to be bigger than what was installed in the house by Empire.

We also noticed that the entry way into the master bedroom was starting to seperate at the seam. We also noticed a ripple starting at the entry point into the room and he said that it looked like there was no pad underneath the carpet.

I did receive a call from the empire corporate office from the customer service department. They said that they will contact the orlando office to see what they can do to expedite a resolution. That was on thursday of last week. We still havent heard a word from the orlando office as to what they plan on doing to resolve this.

We shall see how responsive the orlando office will be!

Ill keep this site posted on our continuing trials with Empire Carpets.
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#3 Author of original report

additonal information on this subject

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

I had my neighbor, whom is a home builder and knows his stuff about carpets, look at the issues posted prior. He commented on the usual amount of wear that the carpet is showing after 11 months. He also commented on the tack strips used. He said that tack strips for burba carpet need to be bigger than what was installed in the house by Empire.

We also noticed that the entry way into the master bedroom was starting to seperate at the seam. We also noticed a ripple starting at the entry point into the room and he said that it looked like there was no pad underneath the carpet.

I did receive a call from the empire corporate office from the customer service department. They said that they will contact the orlando office to see what they can do to expedite a resolution. That was on thursday of last week. We still havent heard a word from the orlando office as to what they plan on doing to resolve this.

We shall see how responsive the orlando office will be!

Ill keep this site posted on our continuing trials with Empire Carpets.
Respond to this report!
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#4 Author of original report

additonal information on this subject

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

I had my neighbor, whom is a home builder and knows his stuff about carpets, look at the issues posted prior. He commented on the usual amount of wear that the carpet is showing after 11 months. He also commented on the tack strips used. He said that tack strips for burba carpet need to be bigger than what was installed in the house by Empire.

We also noticed that the entry way into the master bedroom was starting to seperate at the seam. We also noticed a ripple starting at the entry point into the room and he said that it looked like there was no pad underneath the carpet.

I did receive a call from the empire corporate office from the customer service department. They said that they will contact the orlando office to see what they can do to expedite a resolution. That was on thursday of last week. We still havent heard a word from the orlando office as to what they plan on doing to resolve this.

We shall see how responsive the orlando office will be!

Ill keep this site posted on our continuing trials with Empire Carpets.
Respond to this report!
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#5 Author of original report

additonal information on this subject

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

I had my neighbor, whom is a home builder and knows his stuff about carpets, look at the issues posted prior. He commented on the usual amount of wear that the carpet is showing after 11 months. He also commented on the tack strips used. He said that tack strips for burba carpet need to be bigger than what was installed in the house by Empire.

We also noticed that the entry way into the master bedroom was starting to seperate at the seam. We also noticed a ripple starting at the entry point into the room and he said that it looked like there was no pad underneath the carpet.

I did receive a call from the empire corporate office from the customer service department. They said that they will contact the orlando office to see what they can do to expedite a resolution. That was on thursday of last week. We still havent heard a word from the orlando office as to what they plan on doing to resolve this.

We shall see how responsive the orlando office will be!

Ill keep this site posted on our continuing trials with Empire Carpets.
Respond to this report!
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#6 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. You will be contacted within 24 hours to address your concerns in full detail.
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