- Report: #1095348
Report - Rebuttal - Arbitrate
Complaint Review: Empire Today
Empire Today2918 Brick Church Pike Nashville, Tennessee USA
Empire Today, Empire Carpet, Empire Flooring, Empire Signed up for financing, installers removed carpet, and then demanded payment. Nashville Tennessee
*Author of original report: Resolution Reached
*Author of original report: I have been contacted by Empire....now waiting on a satisfactory resolution.
*UPDATE Employee: ET Customer Support
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I had an Empire salesman come out and give a free quote. I felt a bit pressured to sign an installation agreement, but the guy wasn't overbearing. He gave a clear document noting my right to cancel the install for no payments or penalties. The pricing was also based on square footage and included everything (materials, installation, removal of old carpet, taxes, etc.).
I signed up for 12 mo. same as cash (0% interest) financing. About 1 week later my wife called to cancel the transaction due to the cost. The sales associate on the phone (different from the salesman who gave the quote) offered to drop the price but said we had to move up our installation date. My wife said "OK let me check with my husband." I still felt like the price was too much and called back to cancel the appointment. This time another sales associate spoke with me and offered an even deeper discounted price. I felt like I couldn't turn the price down and agreed to the install, but only if the original install date would be honored. They said "OK" and I specifically asked if the new pricing was all-inclusive and if everything else was the same, including financing. Words like "absolutely" and "positively" were used.
To this point I was extremely impressed with Empire. The installers called before showing up, showed up on time, and were curteous. The installers pulled carpet out of the Master bedroom to check for flooring damage. The installer then said he just needed to collect my payment to get started. My shock was apparent as he asked if there was a problem. I explained that the installation was financed through their GE Capital program. He acted confused and called the cooperate office. Minutes later he said that a sales rep would have to come back out and take an application for credit again, but none could be reached. So my only options were to pay up front or have them lay the carpet back down and leave. I begrudgingly paid the full amount since I had take a full day off work and had renters moving into the home in 4 days.
The installers did a great job and were apologetic about the issue. I don't believe anyone was intentionally ripping me off, but no one has given me any explanation as to why the financing was followed through with, and someone from the cooperate office even called me to say they would get my charges refunded and credit set up. I have yet ot hear back from anyone.
It seems to me like the cooperate office is mostly interested in customer service BEFORE the sale/install, and good luck getting it afterwards.
This report was posted on Ripoff Report on 10/29/2013 06:59 AM and is a permanent record located here: http://www.ripoffreport.com/r/Empire-Today-/Nashville-Tennessee-37207/Empire-Today-Empire-Carpet-Empire-Flooring-Empire-Signed-up-for-financing-installers-1095348. 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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