Complaints
This profile includes complaints for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,842 total complaints in the last 3 years.
- 496 complaints closed in the last 12 months.
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Submit a ComplaintThe 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.
Initial Complaint
Date:03/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
The installers showed up showed me the floors and the stair noses and transition peaces. At that point I advised the installers that the floors were correct but the stair nose and transition peaces were not.The installer called the office manager ***** and they explained the situation and put me in contact with ****.He said that the company ****** which is the manufacturer of my floors did not make stair noses or transition peaces that match their floors and the ones he sent were the closer color to match.I told him that 1. The design is completely different and 2. The color is not even that close. He said he would try and find ones that matched better while the installers begin the process.A few days went by, **** called me and he said that he couldnt find anything that would match better and that may be he could give a credit .I asked if he maybe could outsource them directly from Mohawk and once again he said that Mohawk dont make the parts to match the floors.I spoke with *** the sales *** that sold the floors and he also said that Mohawk did not make the stair noses or transition peaces and that all the stairs they do never match 100% .What else was I supposed to to do at that point since the installation had already begun and half my old floors had been removed.I was very skeptical that Mohawk did not make stair noses or transition peaces so I started to research and I called Mohawk and other websites and was able to find the stair noses and transition peaces for my ********* that point I felt extremely disappointed at Empire, **** and *** as they lied to me about the manufacturer not making the parts to match the floor.Then as we get everything situated back in the house we find damaged floor boards due to installation, a leaking toilet that cause all those floors to have to be re done ( already fixed by empire) trim molding not caulked and cut way to high, a dented refrigerator side caused when they pulled it to installed floors.
Business Response
Date: 04/11/2025
We appreciate the customer contacting us regarding their concerns.
We have spoken to the customer and we are working to schedule the remaining repairs.
We look forward to resolving this matter amicably.
Initial Complaint
Date:03/26/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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.
We scheduled to have carpet installed in our bedroom and living room on 3/22/25 for $2797. The installers came and only installed in our bedroom. They stated that they didn't have enough carpet for the living room. We rescheduled to Monday 3/24/25 at 8:00-9:00am and made arrangements for our 19 yr old daughter to be there. They agreed to take off $200 bringing the price down to $2597. They showed up at 10:30 on Monday, 3/24/25, which was 2 hours late. My daughter had to leave for college at 12 so we had to make arrangements for my mom to meet them. We discussed leaving a portion of our *** flooring at the front door and having the carpet installed around it with our salesperson. She said that was fine. The installer refused to do that and said they had to lay the whole carpet and not leave any ***. My daughter called me and agreed to that. I had texted my salesperson about the issue and her recommendation was to cut the carpet myself and I refused due to the warranty and agreed to let the installer take up all of the *** and install the carpet. I told my daughter to let them know that I was coming home to meet with them but to go ahead and get started. The installer said that they were not contracted to remove the *** flooring and would instead be installing the carpet over the floating *** flooring. I texted my salesperson again and they said that it was in my contract to remove the *** Flooring. The installer said he had other jobs and refused to wait on me and refused to remove the *** so I told them to just leave then. I texted my salesperson after no response other than "What?" and "It's in the contract" and told her to cancel the living room. I tried to call Empire on 3/24, 25, and 26 and was told each time that I had to talk to a manager and had to leave them a message. No one has called me back as of 3/26 at 5pm. They emailed me a new contract 3/26 with a new install date of 4/12/25 that I didn't agree to and have yet to change the price to only 1 room.Business Response
Date: 04/07/2025
We appreciate the customer contacting us regarding their concerns.
We have contacted the customer and resolved the matter amicably.
We apologize for any inconvenience and thank the customer for their feedback.
Customer Answer
Date: 04/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. A manager never called me after leaving 5 messages for them, but at least they did meet my request of price after declining the offer that they had a customer *** call and make me.
Sincerely,
***** And **** *****Initial Complaint
Date:03/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
We had Empire Today did our floors back in June 2023. We had them back in August of last year due to the floor failing. They replaced the floor, saying it was an installation error . By December the new floor had started peeling and coming up. We have talked with them I get, we will put in a ticket and have someone get back to you. We would really like a refund so we can get our floors fixed.Business Response
Date: 04/11/2025
We appreciate the customer contacting us regarding their concerns.
We have spoken to the customer and we are waiting for the certified inspection report from the customer to review.
We look forward to receiving the report from the customer and resolving this matter amicably.
Initial Complaint
Date:03/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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.
In 2022 we purchased new vinyl laminate flooring for our home from Empire Today. Within months the floor began to buckle in multiple spots. We let the first couple of spots go, but it became clear that the issue would continue to grow. I called multiple times and went through all of the procedures required to get Empire to review our claim. We had a warranty, but because the issue was not caused by some sort of accident or spill, it was not covered under the warranty. We paid $150 for someone from Empire to come out and look at the floor. The inspector stated that the issues with the buckling were from installation error, most likely banging the boards together too forcefully, and I would hear from the company soon about replacing the floor. After a few weeks, and multiple calls to them I was able to speak to someone. That person stated that the inspector said nothing about installation error is his report to them and they would not be replacing the floor. It was not what we were told during our inspection. We had a second company, ******* Flooring, come out to inspect the floor. They also stated that the floor was either not installed correctly or the material was not acclimated correctly prior to installation. They said the buckling will occur throughout the entire floor with time. Empire will not accept responsibility for the issues with the floor and changed what was reported by the person who inspected the floor. This was a very expensive project to begin with and now we will have to pay just as much to replace the floor again. We know that the legal route to reimbursement would be costly as well and maybe not worth the hassle. We are very disappointed with the company and by the time we replace the floor we will have spent about $16,000!Business Response
Date: 04/04/2025
We appreciate the customer contacting us regarding their concerns.
The customer ******************** was installed in July of 2022. We provide a one year installation warranty in addition to the manufacturer's warranty for the product. The customer first called in to report their concerns in October of 2024 after the installation warranty had expired so a fee applies for any service. We have completed an assessment of the customers ******************** and have offered to provide a quote to repair the flooring.
We understand the customer disagrees with the assessment and if the customer chooses, they can contract for a 3rd party, an independent inspection of the flooring. We would be happy to review the report and reconsider our offer to resolve if the findings differ. Please note, the inspection must be by a certified flooring inspector and not a handyman or flooring retailer.
We thank the customer for their feedback and appreciate the opportunity to address their concerns.
Customer Answer
Date: 04/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will present them with a report from a certified flooring inspector if I feel it will affect their decision.
Sincerely,
****** *******Initial Complaint
Date:03/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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.
To Whom It May Concern,I am writing to formally file a complaint against Empire Flooring due to their continued failure to address an ongoing issue with my flooring installation. This is not the first time I have experienced problems with their product and service, and I find it unacceptable that I am once again dealing with the same issue years later.Initially, I had to go through a lengthy process just to get assistance when my floor started lifting a few years ago. No one took my concerns seriously until I filed a complaint, at which point Empire Flooring finally took action. Now, I am experiencing the same issue again. The floor is lifting, posing a safety hazard, especially to my toddler and other members of my household.I reached out to a customer service representative in January, providing photos of the issue. She acknowledged receipt of my complaint and asked for my availability. I requested a Saturday appointment, to which she confirmed availability. However, after that, she completely stopped responding. I followed up with a friendly reminder in February, yet I have still received no response. This level of customer service is unacceptable.Beyond the poor service, the product itself is of terrible quality. The so-called luxury vinyl that was promised to be scratch-resistant now looks like a tiger has been living in my house. The lifting floorboards are not only embarrassing but also dangerous. You can even feel lumps when walking across the floor, making it incredibly uncomfortable and unsafe. I cannot invite guests over due to how unsightly and hazardous it has become.And the fact the last time I spoke To someone they said the material isnt the greatest. I appreciate your prompt attention to this matter and look forward to your response.Sincerely,******* *****Business Response
Date: 04/11/2025
We appreciate the customer contacting us regarding their concerns. We have spoken to the customer and have an assessment scheduled for April 19, 2025, at no cost to the customer. Once the assessment findings have been reviewed. We communicate the findings to the customer and take the next measures based on the results of the assessment findings. We appreciate the customers feedback and look forward to amicably resolving this matter.Customer Answer
Date: 04/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:03/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 spent close to ***** dollars on installing floor. The whole floor is coming up and the sides of floor are braking and corners are broken. I complained the next few weeks that the floor looked worn. Inspection was done and they said nothing was wrong. It was installed Aug 4 2021 and most tiles are turned up and floor always looks filthyBusiness Response
Date: 03/31/2025
We appreciate the customer contacting us regarding their concerns.
The ************* Service Manager reached out by telephone 3 times and sent 3 emails to the customer.
We look forward to hearing from the customer and resolving this matter amicably.
Initial Complaint
Date:03/21/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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.
2/27/2025 carpet installation issues with installer damaging property(walls and ceilings) ************* Required 3 damages estimates . These were provided and now company is unresponsive to emails and phone calls for 2 weeks. Contact was ****** ******* ********************Business Response
Date: 03/26/2025
We appreciate the customer contacting us regarding their concerns.
The local office has contacted the customer and resolved the matter amicably.
Customer Answer
Date: 03/26/2025
Complaint: 23099385
I am rejecting this response because: Mr. ******* ******** manager *************)and his company seems to filter out incoming emails and has not returned any phone calls to date. He sent an email but I cannot communicate directly with him by email or phone to resolve the damages. I attached a signed form he sent to a text to ****** ****** text*************) which she shared with him via internal email. I also printed and signed the form and sent it to his work address on 3/25/2025 via **** 1-3 day delivery with tracking , so that I can meet his requested deadline of 4-1/2025.
Sincerely,
****** ******Business Response
Date: 03/28/2025
We apologize for any inconvenience and thank the customer for their feedback.
The local office has contacted the customer and resolved the matter amicably.
Customer Answer
Date: 03/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:03/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 spent $14K on this home upgrade. After just over 1 year of installation, my hardwood floor is gapping. Empire sent an assessor which cost me $150, and he stated glue should've been used. Empire refuses to admit this, and instead is blaming humidity levels. They insist they had a meeting with the installers and ********************* (hardwood manufacturers) and was told using glue is "optional." My experience is obviously proving the opposite! If humidity were such a possible issue, this problem would be extremely common as everyone has different humidity levels in their house and I certainly have NO humidity issues in mine. If true, this issue would be a dealbreaker for most people wanting hardwood floors. Empire's solution to this problem is to ask me to hire a certified hardwood floor inspector (another expense) and if he deems glue was necessary, I'd need to provide a report, though still no promise of resolving the issue. This is truly unfair business practice. Empire proved they don't have educated, skilled installers. I'm no floor expert but from what I gather online, they need to examine the subfloor to determine whether glue was needed. Just because it's optional, doesn't mean it shouldn't be used! I even have areas that are already squeaking and do not feel secure to the ground. Unfortunately, pictures can't prove that. Another thing that proves their carelessness here is they don't even have my proper address listed. They entered "Great Lakes" instead of *************. Please give me justice here!Business Response
Date: 04/09/2025
We appreciate the customer contacting us regarding their concerns.
We have forwarded the customers concern to the manufacturer for their review and await their response.
We thank the customer for the opportunity to address their concerns and look forward to resolving this matter amicably.
Customer Answer
Date: 04/09/2025
Complaint: 23097874
I am rejecting this response because:The options of whether or not I agree is vague in this situation. Agree to what? The message from the businesses states "We have forwarded the customer's concern to the manufacturer for their review and await their response." I agree to Empire contacting the manufacturer, but where does that lead my complaint? I don't know what the outcome of Empire's and the manufacturer's discussion will be. For all I know, they'll insist they have no fault and I am not agreeing to that. Kindly guide me here. I just want this issue resolved. If it were common for hardwood floors to gap (regardless of whether it was due to improper installation or their lame excuse of humidity levels), I doubt hardwood floors will be such a benefit and/or increase home value like what is supposed to be the case.
Sincerely,
******* **********Business Response
Date: 04/14/2025
The claim has been submitted under the product warranty to the manufacturer as they are the ones who hold the warranty. The process time for all claims can take up to 6-8 weeks.
Once the claim has been processed and the manufacturer provides the results, we will contact the customer for the next steps.
At this time, we are waiting on the manufacturer and no further action can be taken until the results are provided.
Customer Answer
Date: 04/14/2025
Complaint: 23097874
I am rejecting this response because:I accept the actions they are willing to take but refuse to click "accept" as it states once I do, it will close out this case. I want to ensure this case is closed only once it is resolved. I want to make sure whatever actions they are taking will prove beneficial. This update states Empire will now contact the hardwood floor manufacturer (***************) but I have no idea how that will go. For all I know, they will insist and deny they have no fault. Again, hardwood floors will not increase a home's resale value (as always stated) if plank-gapping were a threat or issue. I have no humidity level issues in my house like they are insisting.
Sincerely,
******* **********Initial Complaint
Date:03/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Empire installed flooring in my kitchen over 2 years ago. The flooring started to warp and come apart so we called Empire and they sent a man out to replace the bad planks. This was still under warranty. I called Empire several time to have someone come look at the flooring again because it was warping and coming apart again. ***** said I would need to pay $150.00 to send someone out to look at the flooring because I was past my warranty. I did not feel I should have to pay for some on to come out when this is a manufacture defect in the product. I finally caved in and said I would pay for it because you can't walk on the flooring bare foot without it scraping your foot or loose your balance because of the warping. They came out 2/26/25 and he stated it looked like a manufacture issue and he would turn it in and Empire will call me. I have called Empire for the last month leaving messages for ****** ****** to call. She has never returned my calls. I called yesterday 3/19 and left a message for ****** and another one on a customer service line. ***** finally returned my call. She said the floor is not under warranty and it was not a manufacture issue so I would need to pay a service fee to have the floor replaced. I asked what the service fee was and she said it would be $2500.00. We were not please with her answer. I wont pay $2500.00 service fee when I still owe on the original flooring $1200.00. I paid over ******* for kitchen , 2 bathrooms, hallway and laundry room to have new flooring. The kitchen has been the worse for warping and coming apart. Why would this happen 2 times now. It has to be a manufacture issue with the flooring or the installers error in putting in the flooring. It was the same installer both times. I asked about crediting my balance and she said no they don't do credits. I am very discouraged with Empire that they do not stand behind their product and service. All I want is nice kitchen flooring! refund ******* she said noBusiness Response
Date: 04/07/2025
We appreciate the customer contacting us regarding their concerns.
We provide a one year installation warranty in addition to the warranty provided by the manufacturer for the product. The customer ******************** was installed in March of 2022 and a service was completed in June of 2023, so a fee applies for any service. We have reviewed the customers concerns and no manufacturer concerns were observed. We have provided the customer with a fair and reasonable quote to repair the floor.
We thank the customer for their feedback and appreciate the opportunity to address their concerns.
Initial Complaint
Date:03/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Claims were filed in 2024 due to the installed floors warping. During Empires questions about the incident they asked me what did I think caused the damage. I said I didnt know since I am not a flooring expert but it could have been moisture. In Empires Service Plan damage chart they list warping and gouging as damages. The definition of floor warping is a damage that can be caused by moisture! Even so, Empire denied my claim AND appeal. The denials to repair my floor were based on what I thought could have caused the damage and what Empire defines within themselves what is a repairable damage. A definition NOT provided anywhere in their warranty document. I spent over $20,000 for the floors and they denied an extended warranty service I paid for floor protection. I tried to arbitrate the situation for them to please come inspect and repair my floor, and they refused to provide service and wanted to charge me for the service. It is very bad practice to use a non non-flooring experts statement and deny any repair or inspection solely based on a response, a statement.Business Response
Date: 04/07/2025
We appreciate the customer contacting us regarding their concerns.
We provide a one year installation warranty in addition to the manufacturers warranty for the product. The customer also purchased an extended service plan. After review the damage to flooring is believed to be site related and not covered under the installation or manufacturers warranty. It is not accidental damage and therefor not covered under the service plan so a fee applies for any service.
We have spoken with the customer and provided a fair and reasonable quote to repair the floor.
We thank the customer for their feedback and the opportunity to address their concerns.
Customer Answer
Date: 05/01/2025
Complaint: 23090165
I am rejecting this response because:
Hello,
My apologies for not replying on time as I did not get the email notification. This is in response to the business comments on my complaint. The business stated: It is not accidental damage and therefore not covered under the service plan so a fee applies for any service.
It is indeed an accidental damage and falls within he terms and regulation of the extended warranty I paid for in full and they refuse to honor. The illustration below is from Empires website where it literally illustrates what I have experienced with heir product and service: warping.
They sent installers on March 28 with the wrong materials. The installer stated the damage was not caused by moisture. I have the recording. The installer also removed the locking mechanism of the vinyl laminate for which I had to tape so we can walk through the area without getting scratched.
Empire called back and provided an even higher quote than originally agreed ($250 to $1600!) for which I refused as it is an accidental damage which should be covered under the extended warranty.
This is not good/ethical practice as Empire uses their customers inexpert claims descriptions to deny a claim without following their own inspection process.
I would like for this complaint to remain open until we can come into a reasonable and fair agreement honoring their warranty terms and conditions.
Sincerely,
****** *****Business Response
Date: 05/06/2025
Again, we provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. In addition to the warranties provided, the customer opted to purchase an extended service plan which is handled by a third-party administrator and covers accidental damage that could occur in the home.
The customer filed a claim with the third party, and the third party advised that the claim was denied, as the customer initially reported that they were not certain how the damage occurred. The customer requested the claim be reviewed.
The claim was again rejected by the third party as they did not feel it was definitely the result of an accident.
In an effort to provide the customer with the best resolution, we have offered to go out and complete an assessment.
The assessment is currently scheduled for May 7, 2025.
We again thank the customer for their feedback.Customer Answer
Date: 05/08/2025
Complaint: 23090165
I am rejecting this response because:The GM assessed the damage on May 7 and stated that the damage is indeed an installation issue and should be covered under the warranty.
He stated that I should be receiving a call today, May 8. Lets see what is next.
This has been a very disappointing experience.
Sincerely,
****** *****
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