In January I had a carpet installed in my house. The first day, after scheduling and confirming early morning installation they showed up at 5pm. The installation was then rescheduled for following day, they showed up in a timely manner this time but when moving furniture they broke my entertainment center (which I was compensated for). After almost completing the job, my wife walked in and found they were installing the wrong color carpet. So after much debate and 2 salesman (the first one conveniently didn't have that sample in his kit). They Finally arranged to have the correct carpet installed. So about 2 weeks later installation was commencing and all was done except for approx 1.5 along living room wall, when the installer stated he must stop as the rest of the carpet was from a "different dye lot" and would need to order in new carpet again. Approx one week later I took another day off work, the installers showed up opened the back door of the truck, I was called over and he stated they gave him wrong carpet again. So again they reordered the carpet and again I waited. A few days later I was called and told the carpet had arrived and installation was scheduled for a later date and FINALLY a carpet was permanently installed in my house (almost without incident). They damaged my china closet, but I didn't report it as even I would not believe me at that point and at this point quite honestly I wanted nothing more to do with this company.
After approx 3 months I noticed an area of the carpet had risen and was getting frayed in a traffic area by the steps to the only bathroom in the house. I called and reported it and they schedule an "independent inspector"to look at area, this Gentleman stated the area was delaminated by pet urine and no service would be provided. He was using a moisture gauge which showed twice the allowed moisture, I knew pet urine was not an issue so I contested this ruling and another inspector was sent who used the proper tool (a blacklight) to inspect the area, he stated to me clearly that pet urine was not the cause that the seam was installed in a traffic area and that it was installation error. So empire ONCE AGAIN was forced to replace my carpet, however my carpet was no longer available and it cost me an additional $250.00 to upgrade my carpet. But installation was scheduled and AGAIN I moved all my furniture out so the carpet could be replaced again. When the installers left it was noticed they had not stretched, they had had miscut an area on the stairs and just plugged in carpet which came up first vacuuming and did an unacceptable job around the banister. So they scheduled their repair tech "mike" and he stretched the living room but stated the stairs had to be handled by the original installer. He stated that I would be contacted within a week. After a few days I started calling asking when the repair would be completed. Left many voicemails but got no return calls. So after approx 1 month I contacted the credit card company Ge Capitol to file a dispute and stop their payments. The dispute was canceled though because Empire stated that I and never contacted them with a problem, Voicemails were Left with Cynthia as well as Chris at the Cinainson Nj location (the local market as they call it). Phone number 856 or toll free 888-588-2320 and never got a return call, so I file a second dispute was filed and again this one just disappeared, I called Chris again last week and was told he would not help as I am "out of warranty"and he was never informed I had a problem, the call was then abruptly ended.
I then called Corporate again and lodged a complaint with e office of the president Ranisha (not sure of spelling) who referred my complaint to Tim Sherman the regional manager, he did return my call Friday 4th and basically called me a liar about my repeated calls and attempt to correct the problem stating that he had no record of my calls. I know between my cell phone and home phone I have called over 20 times (27 to be exact) but he stated if I could prove 1 he would arrange repair, well as of Saturday I have proved 6 and am waiting for phone records from cell phone company and Left District Rep a message at 888-588-2315 ext 7813 and no return call has occurred. I did tell mr Sherwin that if he didn't respond quickly I would be contacting channel 6 and was told go ahead I have them handled "did I ever notice that no report has ever been done on us"
It is obvious that this company thinks they are above that which most would call good business practices and they certainly think they are more powerful than channel 6 and since I know better I would love to give you guys a shot at them.
Today I spoke with Tim, he stated that he received my proof of my making phone calls and is still not willing to help me. He stated that I have been paid 60% of cost, this was reimbursed for time lost from work and the entertainment center they broke.
Thank you for taking the time to read this.
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