Complaint Review: Empire Carpet - Nationwide

We purchased our carpet for our home from EMPIRE carpet. We were then contacted by the installers who arranged a date and time for install. A day prior to install, we had to pay to have our furniture removed from the home per Empires request, and took the day off work to be available. The date of install, nobody showed up, no call, nothing. We called the sales rep, he apologized and gave us a credit on the cost. Then Empire called to inform us that the carpet was not recieved and they need to reschedule the install. The second attempt went as planned and carpet was installed.

Less than a year later, the carpet started wearing extremely fast and had ripples. We contacted Empire. they sent an inspector out, who claimed the carpet was extremely dirty and that is why the carpet had ripples and the seams were fraying everywhere. We disputed and after several customer service reps hanging up on us, we were told they would warranty the carpet. But we had to provide proof of carpet cleaning done "At least" every 18 months. At that time I did not know where my cleaning reciepts were located. I inquired with Empire about how the carpet cleaning had anything to do with the loose ripples and the seams coming apart. They verbally stated, that it did not correllate, but they reserve the right to refuse warranty if ALL conditions are not met. They continuously informed me that they would warranty but they were waiting on me to provide the cleaning receipts.

I was finally able to find the cleaning receipts and submitted them to Jacob Trujillo with Empire Carpet. After a few weeks, Jacob notified us that the Warranty claim was denied. I asked him why then was it initially approved pending proof of carpet cleaning. But now that the proof was submitted, it was mysteriously denied?  Jacob was helpful but took 5-7 days to respond to any communication. 

After a few back and forth emails, Jacob advised us that Empire would voluntarily honor the written warranty as a GOOD WILL gesture.  Jacob setup a salesman to come and show us carpet samples. We picked the carpet that matched closest to what we paid for initially (wear, pet shield, weight, etc). The salesman left and about a week or two later, Jacob replied with the warranty replacement quote, around $1500 (I am not sure of the exact figure) out of our pocket to replace the carpet under the Empires written warranty!

I refused to pay out of pocket another $1500 to WARRANTY replace the faulty carpet I was already sold for $3000. A few more weeks of back and forth with Jacob, and he agreed to have the carpet replaced. But only if we signed a disclosure contract prohibitting us from "telling our experience" with Empire to anybody at anytime, and releasing Empire from any further obligations. Again, I refused to sign away any rights I may have, in order for Empire to comply with the original written contract warranty. After several weeks of back and forth emails, Jacob finally returned with a revised "Accomodation Agreement", I signed it.

Jacob scheduled the install of the replacement carpet. We took the installation day off from work, to be home for the installers, and paid to have the furniture removed. The day of the installation, a few hours prior to the appointment, we received a call that the carpet was never sent to the install crew. They informed us that they would need to reschedule again.

I called Jacob and informed him, he said he could ruin our weekend and set another appointment for Saturday or Sunday.  I told him that was unacceptable and would just like to have Empire refund the money for the purchase.  Jacob said he would need to contact corporate and get permission. This was in October of 2015. Jacob has never replied and has not returned any phone calls since. It is now April of 2016!