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Business Profile

New Carpets

Calgary Carpet Empire Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:24/03/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I hired Empire to install luxury Vinyl in my house. The job initially was just over $9000. They sent technical guy to measure assess my floor got quote and owner went over everything on the phone with me sounded good I requested a written copy was told it will be brought I etransffered 5000. As per their request Material arrived 4pm Feb 19 installation started Feb 20. At the end of day 20 I noticed floor looked great but sounded clunky when walked on in areas.. was assured normal until complete I also sent text to store with the clunky thing was assured it was fine no undelay required. At the end of the job the guys butchered my baseboards and said I had to hire a finisher on marketplace to put doors on and fill and fix baseboards Feb 27 I texted store to complain about clunk, doors and baseboards was assured all my concerns would be fixed. I pain an independent contractor to come look at the job Empire did and he said boards were not spaced with 1/4 inch gap boards were up against the wall.. he said boards were not acclimatized to ***** hour standard and boxes were stacked tightly (I have pictures of product in my room when delivered) and could not believe what they did to baseboardsalso asked if they checked floors to see if level which I told him all the technician had with him was a tape measure he just shook his head and said how unprofessional of them. I have detailed invoice from contractor. Which I sent to Empire as well The technical guy came back after I told them about contractors findings took pictures and had the installers come back to do gap I also have him on video telling me if it did not help they would come back lift boards, level floors and lay back floor property no charge to me to make up for their mistakes. All I get from empire now is a request for me to pay remaining balance$ which I have told them repeatedly that I will not until they complete what they promised they would do! And my last texts have now gone unanswered

  • Initial Complaint

    Date:06/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    CALGARY CARPET EMPIRE completed the work for my Unit ********************************************************************** 3T9 in June 2023. Attached the invoice #**** dated 14-June-2023 for CAD$12,350.00.As per the contract the flooring has 1 year installation warranty and the Laminate have 10+ years warranty. I have reported the issues with the flooring on 28-Sep-2023 via email to Sales @carpetempire.ca and via messages through ***********) . Its been more than 7 months and the issue are not addressed. Even though I have cleared the complete amount as per the invoice #**** dated 14-June-2023 for CAD$12,350.00, you have demanded another CAD$1,000.00 to be paid for the paint color changed which we discussed during the changes that everything will be considered and discounted and a final invoice will be sent to me for clearing the amount due.After following up and being forced to pay the additional amount through revised invoice #**** dated 14-June-2023 for CAD$13,350.00 on 26-feb-2024. I have paid the amount on 26-feb-2024 and responded to the emails to confirm the same and solve the issues on priority. Even after going through so much pain, I dont have a proper flooring in my unit.

Calgary Carpet Empire Inc. is NOT a BBB Accredited Business.

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