- Report: #1095348
Complaint Review: Empire Today - Nashville Tennessee
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Author Not Confirmed
Why?
Empire Today
2918 Brick Church Pike Nashville, 37207 Tennessee, USA
Phone:
1-800-588-2300
Web:
www.empiretoday.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Empire Today, Empire Carpet, Empire Flooring, Empire Signed up for financing, installers removed carpet, and then demanded payment. Nashville Tennessee
I had an Empire salesman come out and give a free quote. I felt a bit pressured to sign an installation agreement, but the guy wasn't overbearing. He gave a clear document noting my right to cancel the install for no payments or penalties. The pricing was also based on square footage and included everything (materials, installation, removal of old carpet, taxes, etc.).
I signed up for 12 mo. same as cash (0% interest) financing. About 1 week later my wife called to cancel the transaction due to the cost. The sales associate on the phone (different from the salesman who gave the quote) offered to drop the price but said we had to move up our installation date. My wife said "OK let me check with my husband." I still felt like the price was too much and called back to cancel the appointment. This time another sales associate spoke with me and offered an even deeper discounted price. I felt like I couldn't turn the price down and agreed to the install, but only if the original install date would be honored. They said "OK" and I specifically asked if the new pricing was all-inclusive and if everything else was the same, including financing. Words like "absolutely" and "positively" were used.
To this point I was extremely impressed with Empire. The installers called before showing up, showed up on time, and were curteous. The installers pulled carpet out of the Master bedroom to check for flooring damage. The installer then said he just needed to collect my payment to get started. My shock was apparent as he asked if there was a problem. I explained that the installation was financed through their GE Capital program. He acted confused and called the cooperate office. Minutes later he said that a sales rep would have to come back out and take an application for credit again, but none could be reached. So my only options were to pay up front or have them lay the carpet back down and leave. I begrudgingly paid the full amount since I had take a full day off work and had renters moving into the home in 4 days.
The installers did a great job and were apologetic about the issue. I don't believe anyone was intentionally ripping me off, but no one has given me any explanation as to why the financing was followed through with, and someone from the cooperate office even called me to say they would get my charges refunded and credit set up. I have yet ot hear back from anyone.
It seems to me like the cooperate office is mostly interested in customer service BEFORE the sale/install, and good luck getting it afterwards.
3 Updates & Rebuttals
chrisroe77
Nashville,Tennessee,
Resolution Reached
#2Author of original report
Fri, December 06, 2013
I was originally impressed with Empire, and their reputation is still intact with me. The issue we had was simply a mistake by the salesperson, and Empire made right on their mistake. They refunded my credit card payment and allowed for the carpet to be set up on no interest financing as was originally agreed. I am happy with their customer service and the outcome.
chrisroe77
Nashville,Tennessee,
I have been contacted by Empire....now waiting on a satisfactory resolution.
#3Author of original report
Wed, October 30, 2013
I was contacted by an Empire Associate and told that my original credit application is being sent to the corporate office, and that the charge on my credit card (in full) will not be processed. I will update this a final time once payment does NOT post to my credit card and the 12 month financing is in place.
Business Response
Northlake,Illinois,
ET Customer Support
#4UPDATE Employee
Tue, October 29, 2013
Chris, thank you for bringing this issue to our attention. It’s great that your installation went well, but we always want our customers to be satisfied with all aspects of their experience. We regret any confusion that occurred regarding the financing of your order, and we will be following up with you shortly to discuss the situation in more detail. You can also reach us at 888-588-2315 x3555 or [email protected]. Thank you. Angelica Snell, Resolution Team Manager
