Just a little back round on our environment. My wife and I live alone [ with a dog who joined the family about 4 months before the reported problem in a 3000 plus square foot home. Our home is very clean with professional cleaners every week. We have lived in our home for 32 years it has be updated on numerous occasions. W have re-carpeted more times then I care to think about and never had any problems Our air conditions systems (4) are all equipped with hepa filters, we are clean freaks and our combined weight is less than 300 lbs. My wife weighs a 100 lbs and I'm about 170. I work full time. The point is that our home does not get an extraordinary amount of traffic.
I had Empire Carpet install Berber carpet install in two large rooms and in our halls and staircase. After a short period (18 months) of time the carpet showed wear on the edges of our steps (there are two stair cases) [ all the traffic is not on only one stair case] and the loops were pulling out. Some were even under the lip of the stairs.
We called Empire and they sent an "independent" inspector. (the fact that he was a sales person for their largest competitor in my mind did not make him independent). In his report he made general observations of various of the homes mechanical systems and other thing that were for the most part inaccurate. He also did not mention that at all entrances to the home(4) there were multiply industrial mats inside and outside to minimize soil coming into the home. In the winter we actually have runners by the entrance doors over the hardwood floors that collect most of the soil before you even hit the carpeted sections
He determined that the carpet was not cleaned enough and the cleaning would raise the matted pile. The very light colored carpet showed no sign of soiling. We also were not informed that the carpet should be cleaned every year when we purchased it. He also determined that my dog is having an adverse affect on the carpet. Again I was not informed that "pets" could not be in a home when this carpet is used. We also showed him other rooms that have 10 year old Berber carpet that is just as light of color and it shows no loops pulled out and no "matting". He had no comment.
I feel that the carpet is of very inferior quality and the refuse to stand behind. I asked them to revisit the issue and they refused. I was a big fan of Empire as the initial sales and installation process was very pleasant. I actually mentioned it to quit a few of my friend and associates but I now regret that.
Product or Service Mentioned: Empire Today Installation.
Monetary Loss: $3500.