On January 13, Empire installed their Major line of carpet (supposedly their "best") in our family room, hallway and stairs in our basement.
It was still shedding/pilling 2 months later. I called customer service and was told that it was normal to shed for up to 3 months.
It is now 5 months after installation and it is STILL shedding/pilling alot and when we vacuum, it clogs it up.
I called Tangela in the Eagan office and they sent out an inspector, who, by the way, showed up at my house without my knowledge. The report said it was a "maintenance issue", meaning our vacuuming 1 time/week wasn't sufficient so that's why the carpet is still shedding/pilling.
I totally disagree with this report and belive the carpet is of very poor quality for what we paid for it.
I spoke with Ron at the Illinois office about 3 weeks ago about this situation and he told me he would speak with his manager and get back to me. He has not called me and I have left 3 messages for him and he will not return my calls. I called Michael Hatak, another customer service person in the national office and he will not return my call, either.
I have submitted a Better Business Bureau report on Empire, but don't expect much to be done by them.
We would like 1/2 of our money back from Empire ($1241.00) due to the poor quality of the carpet.
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