Reply by Empire Today

Tim, customer satisfaction is our number one priority, and strive to address every customer concern with a sense of urgency.
We appreciate you bringing this matter to our attention and will be in touch with you shortly to further address your installation concerns.
Thank you,
- ET Customer Support
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3.6

Update by user Jul 03, 2021

Empire did reach out quickly. All that was offered was for installers to come out and nail down remaining nails.

Nothing regarding the damage.

I already nailed down the remaining nails and fixed the gauges. If empire would like to pay me for my time and materials that’s would resolve the issue, since the goals was to pay Empire to complete the job with my help.

Original review posted by user Jun 03, 2021

Costumer Verification SO# 00844298

The start with the sales person went well. They were knowledgeable, had samples and could show the total cost before purchase based on the carpet options.

The sales person scheduled the wrong date and installers showed up an empty house. We later had to move the date due to the completion of the tile work by someone else. The date was easy to move, no problem, Empire makes that easy. The second attempt moved again because Empire ran out of the carpet underlay.

On the actual install day, the installer had me verify the underlay mat and carpet. It took about a half day for about 700 sqft of unfurnished basement. The carpet looks good, minus a clear seam I notice, but some seam is inevitable, hopefully it blends better over time. Upon completion, there were several gauges in my baseboards, and walls from door removal.

Empire considers these minor, though they will take spakle, primer, and re-painting to look just OK since they are perfectly located on the edge of trim and decorative routing at the top of the baseboard. Several nails were left up which my 5-year-old discovered as they went into her foot.

A few Band-Aids later, I think I have knocked them all down. I am happy with the carpet overall, probably wont use empire again, will probably deter others from using them or at least tell them what to look out for since the cost did not match up the install craftsmanship, and definitely not worth the work I had to complete after.Mayb

User's recommendation: Maybe recommend.

Product or Service Mentioned: Empire Today Installation.

Monetary Loss: $500.

Preferred solution: Price reduction.

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