- Report: #1445327
Complaint Review: Empire Today - Eagan Minnesota
Reported By:
Brian and Lee -
Minnesota, United States
Submitted:
Updated:
-
Author Not Confirmed
Why?
Empire Today
Eagan, Minnesota, United States
Web:
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Business Rating:
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Empire Today Sold and Installed our carpet Eagan Minnesota
We purchased carpet in Sept 2017. Right away we had issues. The salesguy told us this carpet would never in 20 years show signs of wear/packing. So we purchased. We called 3 weeks later because the seam is in the middle of the room and sticks out like a sore thumb. (Literally looks like someone drew a line down our room) No one called us back after numerous messages. Finally in Novemeber we got a call back. They scheduled to come in Dec and at this point we told them there was even more concern as there were path marks where we walk. Installer never showed to fix seem. We then got a call in January and finally on the 3rd appointment they showed. They had to pull out carpet up because they left garbage underneath. They attempted to fix seam and was unable. Installer said it appeared that the reason it was so visible was that the carpet halves looked to be 3 different shades of gray. They then sent out another person to "inspect" and that guy said it looked frayed and was now a warranty issue that needed to be covered by Mohawk. Never heard a word until a CSR called to see if we would like to upgrade...I said No, I would like you to send someone to fix the problems we already have with our now 6 mo old carpet. They send another guy out in March who spends 10 min in our home. Inspection report comes back that we need to vacuum more (I guess daily isn't enough) he said in the report that our carpet needs cleaned..I guess we should shampoo our carpet daily now as well..because obviously when it's not needed you aren't going to hire professionals to come clean your carpet when it's less than 6 mo old and not dirty.
The general manager Bryan Pawlenty who is very rude and unprofessional called us back and laughed at us and said that it's like owning a car (as if we are 12) and without good maintenance things don't last...so unless you vacuum 24 hrs a day do not purchase anything from these crooks. He said the inspector ran numerous tests (taking a picture with his phone and playing with my 1 yr old son is hard work evidently)They will belittle you and talk down to you (because empire is god's work obviously) they will not stand behind their warranty let alone their work or their word. You are $$ signs to them and that is all. He did say they would replace it If we PAID for it. He then said I'll send you the warranty info...because that does us no good now that they won't honor it. We have file complaints with the BBB who Bryan Pawlenty says they have such a great rating with nothing will hurt them ...ya I'm sure the other 2000 complaints in the last 36 months are truly not hurting his smug self. Buyer beware, they will say everything to get you to buy (we spent 3k on our living room and hallway) and then laugh because they know they screwed you over.
2 Updates & Rebuttals
Brian
Eden Valley,Minnesota,
United States
Contact
#2Author of original report
Thu, May 31, 2018
Please do not have Bryan Pawlenty contact us. We do not need to hear from someone who thinks he's smarter than anyone or is rude and belittling. He told us yesterday while whistling and laughing at us that there's nothing he can and or will do but give us a discount when we decide to buy new again. This had been a horrible experience. Yes I was rude to him on the phone because he continued to all but say right out that I was a liar and that there's nothing out warranty will cover because it's a maintenance problem. Yet oddly enough, reading through all the complaints on here and the BBB every customer has been told that exact same thing...its our fault and not the product/manufacturer.
CustomerSupport
Northlake,Illinois,
United States
Note from Empire Today
#3UPDATE Employee
Thu, May 31, 2018
Brian and Lee,
We've are sorry to hear that your carpet is not meeting your expectations, and understand your frustration. We've located your order, and we'll be in touch with you shortly to continue discussing your concerns.
Thank you.
