Complaint Review: Empire Today LLC - Doraville Georgia

We hired Empire Today out of Dotaville, GA on November 20, 2017 to install carpeting in my master on the main, staircase to the second floor and all second floor bedrooms. During negotiations, we brought to the attention of Todd Lipton, the Sales Rep., that we were in poor health condition and could not move heavy furniture. We went room-by-room detailing what the installers would move. Secondly, I was concerned about the use of subcontractors on the job. He assured me that a foreman would be present throughout the entire job. He also stated we would be the only job of the day and that they would pick up the carpeting at the warehouse and come directly to our job, siting it would be a

full day job and possibly a few hours the following day. Well, on installation day, I got a recorded phone call from Empire Today stating that the installers were on another job first and that they could not give me a definitive time as to when they would arrive at my home. I called Todd expressing extreme disappointment. He told me to simply remain patient and let them do their job. I expressed the concern about arriving late and doing damage to my house for the sake of finishing the job. I got a hold of Ryan, the owner of the subcontracting company, who promised me that a "crew” would be there by noon and that a second "crew” would arrive between 2:00-3:00. He said that he

would not be present at the job, but would come for a final walk-through at the end of the job. Again, I called Todd Lipton stating that the owner was not going to be present on the job. Todd changed his story to say that an "experienced” installer would be in the job. Well, the experienced installer had only been with the company for less than two months, this according to the installer. In addition, the first "crew” consisted of this person there less than two months, the other installer that demolished my staircase, and a cleaning woman that did not clean. At 3:00, when the other group failed to arrive, I called Ryan and he said the second group was not needed. I said it most definitely

was. The installers finished my job at 7:45pm that evening. My staircase has $1,100 in damage, I had to replace furniture that I was not suppose to. Finally, the owner/installer never came by for a final walk through. I never to this day received documentation that I was suppose to receive upon completion of installation on care and maintenance of the carpeting for warranty purposes. I have, or was, in contact with Dawn Lee in customer service who promised me they would work swiftly and amicablyto resolve this issue. I have called and texted her a number of times in recent weeks and she has not had the decency to return any calls. I am asking for the $1,100 in repairs and a $500

credit toward my purchase for having to do things to restore my house back to normal that were not part of my contract. This while job from start to customer complaints has been dealt with disgracefully by Empire Today. I asked the installers had they had a lunch break. They said no. They were loading carpet onto the truck at 8:00 that day until finishing up at 7:45 that evening, nearly a twelve hour non-stop workday for them. It is no wonder that damage was done.