Empire Today®

The installation went fine. 6 Months after the install the carpet started to unravel. We called the company and they did not respond to us after constant calling. One year later, in April, they sent someone out and she agreed that the carpet was faulty. She took pictures and samples of the carpet with her. She told us she would get back with us in two weeks. We called a month later and the girl was no longer with the company. They continued to postpone things, someone else came out and looked over the carpet to tell us the same thing. They then said we would have to pay for someone to come out at our expense, which we were not going to do. Both sales people we were involved with have left the company because they are ripping customers off. We have filed complaints with both the BBB and State Attorney General to get our money back. I would not recommend this company as they do not stand by their product.

Continual, consistent bad service regarding a carpet install for my bonus room. Was assured by sales person that pet accidents were covered (we had a new puppy so I asked several times!) and when the stain did not come out, I contacted the Resolution Team for direction. Multiple calls with lack of follow up and inconsistent communication on warranty protection has gone on for months! First response was that it wasn't covered because we hadn't gotten it cleaned annually per the warranty - we did have it cleaned annually but they never asked for those receipts so I didn't send them originally. Once that was settled, the next issue was a timing concern. We resolved that and now they are saying pet accidents aren't covered (after saying several times prior to this that they were). Would not recommend this business for carpet - prices are comparable elsewhere (or they price match) and they stand behind their warranty.

We ended up going another direction with our installation, but would definitely recommend this salesperson as professional, and would consider using them in the future.

They were supposed to do a whole house carpet installation on Friday. They came out, but it was raining. They advised they were going to come at 10am, they called at 10 and stated that they would be here between 1 and 5. The gentlemen stated that I didn't have a garage for us to cut the carpet and that they would have to come back the next day. They didn't even get out of the car when they arrived. If I hadn't been in the yard when they arrived, I’m not sure if they would have come up to the door. They made no effort to come inside the house to take measurements. The rain had stopped by 2pm. They called back and scheduled for the next week. I had to remove all items out of the areas where the carpet would be installed. They keep putting me off and rescheduling. After we stated that we were going to cancel the carpet installation, they advised they would refund the deposit but we have yet to receive that as well.