| rev:text
| - I bought carpet for three rooms in my home, and applied for credit to do so. For some reason, my credit was run three times, my cosigner's was run twice, and the account was incorrectly set up in the name of the person who was to be my cosigner and not in my name. Additionally, Empire placed a second temporary authorization on my account which made it look on my credit report as if the balance on the account was twice the actual balance.
In the process of attempting to correct this problem, Empire placed a THIRD temporary authorization on my account which then made it look as if my account was charged up almost to the limit, causing my credit score to drop another 15 points, and in turn affecting the amount I was charged for a new auto insurance policy. Empire told me that the issue was with my bank and they needed to fix it, and of course the bank told me that they could not fix the problem without a call from Empire because they had placed the authorizations on the account. Every time I called Empire, I was told by the agent and that she would immediately call the corporate office and they would fix the problem, but the erroneous charges continued to remain on my account month after month, while I was being told that the issue had been fixed. The bank confirmed with me that they had not once heard from Empire. When I realized I was not going to get any resolution dealing with the local office, I called the corporate office who told me they would get a supervisor on the line to help me and then connected me right back to the local office. It took five months of going round and round with Empire being unwilling to acknowledge the problem was indeed NOT resolved before I decided to call the bank again and see if they could help me. The bank agent suggested I get Empire on the line and try a three-way call, but in order to get Empire to agree to it, I had to threaten legal action. Once the issue was finally resolved, I needed to carpet additional rooms and asked if they would be willing to apply a discount to a new purchase. I was told that a manager would have to be consulted and that I would receive a call back. No one ever called me back; not even to say, "I'm sorry, we can't do that".
Against my better judgment I chose to go ahead and have Empire install carpet in the remaining rooms. I had to reschedule the install to coordinate with a furniture delivery, but reaching the scheduling office is impossible. The calls go straight to voice mail, and no one ever returns the call. I finally called the sales rep directly who, thankfully, was able to reschedule the install. When they called to give the timeframe in which they would be arriving, the time they gave me was the time that I said I would be unavailable. The woman corrected herself in the voice message and said the crew would arrive after 10:30, which is what I requested, but did not give me a timeframe. So I had no idea if they were going to arrive shortly after 10:30 or at the end of the day. Again, when I tried to reach them, my calls went straight to voicemail and I received no call back. I received the requested 30 minute heads-up call at a time when I was unable to answer the phone, but no voice mail was left and I was therefore unable to return the call to see if it was the installer. Fifteen minutes later the office called to tell me that the installers were already at my house.
Empire's prices may or may not be reasonable, I can't really attest to that because my original need in getting carpet was to have it installed quickly so price was a secondary factor. The better companies needed much more lead time to get the job done or I would have used one of them. But after five months of going round and round with the credit issue and having to pay a higher price on my auto insurance for the next year as a result, there is no way on this earth that I would ever recommend Empire to anyone. Dealing with this company tops the list of absolute worst customer service experiences EVER. My suggestion - steer clear of Empire.
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