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In February 2024, I purchased carpeting for my home for a total cost of $6050.;00 providing cash payment in full the day my carpet was installed. This cost also included $550 towards the Empire 5-year Service Plan. Seven months later I noticed the carpet was coming apart at the seam in my hallway. I phoned Empire and filed a claim, on Sept 24th an inspector came to inspect the carpet. Upon entering my home he immediately attacked the fact that I had dogs. I have two small dogs that are fully house trained, (I have a chime on my back door that they ring when they need to go out and potty). He than proceeded to pull up the carpet at the seam and said the carpet was coming apart from the backing which was caused by excessive water on carpet. I informed him I had not put excessive water on my carpet that I just purchased 7 months ago. He than proceeded to tell me he would come back in one week pull up my carpet and if he found stains underneath caused by my dogs I would be responsible for the repair or replacement of carpet. The Inspector never came back the following week, never called or made contact with me. I made contact with Empire once again was told someone would contact me regarding my claim. On October 31, I finally received a call only to be told that I had two options one with a cost to me of $356 the other $800 that they would not honor my service plan because I had applied excessive water to my carpet. I informed her that I had not she than proceeded to blame my dogs for the damage. I told her I would not accept the options given, she informed me there was nothing else they could offer me to repair the carpet. It is now Nov. 19th, my carpet is still not repaired nor is my service plan being honored.
Recommendation: Do not purchase the service plan as Empire does not honor it and will try to blame fault on the customer for damage. this is the experience I have had with Empire Today. I do have photos I originally sent to Empire however I am not able to upload them into my computer.
Thank you will you be responding within 7 day waiting period?
I purchased my carpet In February of 2024, in September of 2024 I noticed the carpet had open at the seam in my hallway. I called filed a claim, an inspector came to inspect the carpet, he informed me that he would come back the following week to lift carpet, if he found any stains underneath caused by my dogs that I would be responsible for the repair or replacement of the carpet. The inspector never returned the following week nor did I receive any contact from the inspector or Empire Today. I contacted Empire once again and was told someone would contact me regarding my claim. On October 31, 2024 I received a call stating that I had two options #1 would cost me $356.00 the other $800.00 because I had applied excessive water damage to my carpet therefore my service plan would not be honored. I replied back that I did not agree with the conclusion, at the time it was stated to me that my dogs had caused the damage I once again expressed my disagreement only to be told that the options given were my only two options and Empire would not offer any other means to have my carpet repaired. My purchase price for my carpet was $6050.00 which included a cost of $550.00 for the service plan, once installation was complete I made a cash payment and paid my balance in full. I find it unfair and unprofessional of Empire to reply that the unraveling of the carpet at the seam is my fault and I intentionally caused the damage. Please advise on this situation my email contact is. raisinusda@gmail.com, my cell number is: [protected] and my name is Sharon Kugelman residing in Fresno, California.
