I have been trying to resolve a financing issue for the past 6 weeks. The
second week of March, Geoff and I met with the Empire sales represenative,
Matt, and selected carpeting for 4 rooms in the house for installation and
we gave a deposit. We wished to take advantage of the free financing
option so I contacted Matt from Chicago (where my second home is located)
to proceed with the paperwork. Matt informed me he could not do over the
phone or fax or overnight mail and that I needed to fill out the paperwork
in person. I asked him if I could provide the paperwork to a sales
representative in Chicago and was told I could not. Matt told me to
contact him the following week when I went back to Florida in order to
process the financing. Matt also visited Geoff again and tried to get
financing with his information to expedite the matter. The financing
however, was declined.

Before my return to Florida the following week, the carpet was installed
and Geoff was forced to give a check on the date of the install to our
surprise since I were supposed to be financing on my return. Geoff stopped
payment on the check when no one would return our calls on how to get the
financing approved. When I returned to Florida, I again contacted Matt who
told me since the carpeting was installed already, he would need a regional
manager to approve the financing before he could process and I would need
to contact Empire customer service to secure. I called (1-157223242) and
explained the situation and was told the regional manager, Dan, would
handle and Matt would be contacting me. During my week in Florida, no
one contacted me again.

The billing department began calling Geoff about the stopped check so I
once again began calling and telling my story about how I am still waiting
for Dan or Matt to contact me about financing. I was informed Dan
indicated the financing was not approved which is why he dint' call back.
Since no one contacted me to process my financing information, this
obvously was Geoff's information and no one even read the numerous
inquiries I have been making.

I began calling again this week to get resolved since I will again be in
Florida next week. I was told yesterday (4-13) that per Dan due to company
policy, finnancing could not be approved after an install which is contrary
to evertying I have been told over the past 6 weeks. When I asked to speak
to Dan's superior, I was informed Dan's decision is final and there is no
one else to speak to . I was given antoher inquiry number (1-157222182)
and was put on hold when I demanded to speak to someone else. I eventualy
was disconnected. The next morning, I again called (4-14) to inquire as
to the status of my inquiry and was told his time that Dan said I should
call the customer serice number when I am in town next week. I was told
Dan could not promise any financing would be approved to be processed but I
should call anyway.

I am tired of the run around and the bait-and-switch technique being used
to avoid the 1 year free financing offer. I would expect Empire to honor
their committement in light of the cirucumsatance that the carpet got
installed before the sales rep procssed my information. The customer
service provided is no service at all. Employees are not responsive and do
not return phone calls as promised.

I just want to pay for this carpeting that we had installed. Why doesn't
Empire act like they want our money?

The phone number the national service manager has been giving on the web
site doens't work either.