Report: #1083607

Complaint Review: Empire

  • Submitted: Wed, September 11, 2013
  • Updated: Wed, September 11, 2013
  • Reported By: Joe — Canonsburg Pennsylvania
  • Empire

    Pittsburgh, Pennsylvania

Empire, Empire Today Empire Carpet Stolen Items, Horrible Customer Service,No Resolution to Items Stole Pittsburgh Pennsylvania

*Author of original report: Satisfied with the company resolution.

*UPDATE Employee: ET Customer Support

*Author of original report: thank you

*General Comment: Here is some advice

Show customers why they should trust your business over your competitors...

 Back in March of 2013 we hired Empire to install carpets in our family room, 3 upstairs bedrooms, upstairs hallway/loft, and stairs.  Prior to having anyone come into our home I moved everything that I possibly could out of the storage areas and rooms so nothing of value had to be moved or touched by any of the installers.  All the had to move where the dressers and beds.  All of these items were placed in the living room of our home since we were not installing carpets in there. 

 The day of the install came and it was an all day affair due to the amount of rooms being covered.  The work was done as expected and the quality was up to par. The workers left and I began to move items back in place. While putting things away in my bedroom I noticed a charm for my wife’s necklace on the floor of our bedroom and though nothing of it since we were moving a bunch of stuff back in place and thought maybe it fell out when I was putting here jewelry box back in place. 

 A Month later in April of 2013, I was going to place items in a fire safe when I notice that it has been pried open and is clearly dinged up.  It looks like someone hit it open with a screw driver. I know that these aren’t secure safe’s but I put a small coin collection in it. I noticed that $79.00 (in coin value) in all have been stolen. I immediately called Empire to file a complaint and left a message with customer service local and national. I then called my local police to file a police report because I knew I would need it for reporting the theft to Empire.  I just wish I noticed the fire safe sooner.

 The police came and examined everything saw that the safe had been wiped down, so they couldn’t get prints. I was more concerned with getting a police report on file since Empire would know who they sent to do the job that day (So I thought).

 Later that day, my wife remembered the charm found on the ground in our bedroom the day of the instal.  She examined her Jewelry box and discovered that most of her gold jewelry was missing. When looking up values it estimated to be a little over $1,000.00.  We immediately called the police and had these items added to the police report. 

Weeks past and we never heard from Empire. When we reached out to Empire, they told us that they have been unable to get a copy of the police report. My wife went to the station and obtained a copy of the report and we faxed it off to the Customer service rep, since they were unable to do so. Why could we get a copy so easily and they could not? Months pass and we hear nothing from Empire. They finally call us to say they need to talk to the officer that filed the report and have been unable to do so. Again, why was my wife able to do so when we added items to the report and they are having such a hard time. 

They finally call my wife today(It is now September of 2013) and say they spoke with the officer and the police said they have no leads, so we are closing out our investigation. My wife was dumbfounded and said, “so we are just out over $1,000.00 of our stuff? Where does this go from here?” The customer service representative repeated the same info. My wife was at work and could not follow up. She informed me of this and I took a break from work to call Empire back.

I left a message inquiring why did they not provide the police with the names of the individuals installing the carpet in our home to the police? This would give the officers lead to investigate. My best guess is that the workers were undocumented and were paid under the table there for they have no idea who they used.  I understand that we did not discover the items missing until a month later, but they should still have a record of who was in my home. A non-resolution is not a resolution to the problem. My Wife and I are out of personally belongings, many of them have sentimental value that far outweighs the actual value of the items stolen. This is ridiculous to have something dragged out this long to be giving a “We can’t do anything about it” Response.  Why would a company want to continue to have workers who stole items out of our home go into other people’s houses to do the same thing? A reputable organization would only want reliable, trustworthy individuals to enter their customers homes. 

 I know we should have been hounded them about this but we just had our first child a couple months back and we have been busy with our new bundle of joy. This was the whole reason on why we got the new carpet.

 I am now waiting on a answer from our customer service representative on why names of the installers were not provided to the police? Why they think they can just not do anything and have this be a resolution to the items stolen from our home? And what are they going to do as a company to make this right?  My next step is to report this to the better business bureau since they feel like the matter is resolved. This is horrible customer service from a company that appears to not care that personal items with sentimental and actual value were stolen from our home.

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Updates & Rebuttals


#1 Author of original report

Satisfied with the company resolution.

AUTHOR: Joe - ()

Thank you for resolving this matter! My wife and I appreciate it! 

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#2 UPDATE Employee

ET Customer Support

AUTHOR: Business Response - ()

Joe, we have been in contact with you regarding this matter, and we can assure you that we are taking the situation very seriously.  We will continue to follow up with you as we work towards a resolution. Please feel free to contact us at 888-588-2315 x4105 or Thank you. Rebekah Clerk, National Customer Service Manager

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#3 Author of original report

thank you

AUTHOR: Joe - ()

Thanks for your response. They contacted me back and essentially said they were closing out the case since the police had no leads, but Empire never gave them the names of the workers in my home. The only time that my fire safe was out in the open was when the workers were in my home. No signs of break in anywhere. I would love to get a lawyer but the cost to lawyer up would be more than the items stolen.  I also don’t want to file a home owners claim since this will cause my rates to go up.  I was advised against it from a family member who works in insurance. I also don’t want to file a homeowners claim since the Company is at fault.  As you said they are responsible for the workers they sent to my home.  I plan on going to the local media to share my story, but who knows if they will actually pick it up.  Thanks for the advice!

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#4 General Comment

Here is some advice

AUTHOR: Tyg - ()

 First, you can try the BBB but they are a paid organization. This means ANYONE can have an A+ rake, they just have to pay for it. You need to retain a lawyer. If you can prove that they were the only workmen in your house, then they have to make right what THIER workers caused. Now that is IF they stole from you. You could have been a victim of burglary and since these were the only ppl you ALLOWED in your home you naturaly assume it was them that stole from you.

If you do still feel they ripped you off, you need to contact a local TV station. Preferably the one that does a consumer reports segment. If they run your story and I see no reason why not, then you will have two forms of justice. Thier name gets ruined and they will pay back EVERYTHING you claimed just so they can look better. You will need to call them back and tell them that not only will you be retaining a lawyer but you will also be going to "channel X" to tell your story. If they chose to no longer help you, go through with those actions. ANY business that sends WORKMEN over to do contracted work is SOLEY RESPONSABLE in all 50 states for the actions of those workmen.

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