Complaints

This profile includes complaints for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Empire Today, LLC

  333 Northwest Ave Northlake, IL 60164-1604

  
• 

  Empire Today, LLC

  58 York Avenue Randolph, MA 02368

  
• 

  Empire Today, LLC

  1864 Enterprise Parkway Twinsburg, OH 44087

  
• 

  Empire-Today, LLC

  771 Dearborn Park Ln Ste Q & R Worthington, OH 43085

  
• 

  Empire Today, LLC

  3839 East Paris Ave SE STE 304 Grand Rapids, MI 49512

  

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.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  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.

  am extremely disappointed with the quality of work and customer service I have received from **********************. Despite spending $15,000 on flooring in May 2023, the installation was subpar, resulting in immediate issues with lifting and cupping. Even your own contractor admitted the problems were due to improper installation, yet your official report contradicts this.I have made multiple attempts to resolve this matter, providing photos and documentation, but your company has refused to take responsibility. Instead, I was quoted an additional $8,000 to fix the very issues caused by Empires poor workmanshipan unacceptable response. Furthermore, it has been confirmed by another flooring company that essential installation steps, such as a moisture barrier, were completely overlooked.Due to your failure to address these concerns, I will be taking further action, including filing complaints with the Better Business Bureau and the California Contractors State License Board. Additionally, I am consulting with legal counsel regarding my options. I am seeking reimbursement for the money I paid for this inadequate service, and I expect a resolution and monetary compensation. I will be writing numerous reviews for your company.Please respond promptly with a proposed resolution. I expect a reply five business days from today before I escalate this matter further.

  

  Business Response

  Date: 04/08/2025

  We appreciate the customer contacting us regarding their concerns. We have filed a warranty claim with the manufacturer on the customers behalf. Once the manufacturer has rendered a decision on the warranty claim we will contact the customer to discuss the results. We appreciate the customers feedback and look forward to amicably resolving this matter. 

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  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 floor was originally installed May *******.I was told this product would work for my situation because I have a dog that has frequent accidents due to health issues and it's a very high traffic area and it has not worked at all.Each time the dog has an accident the flooring warps.I purchased accident insurance for this reason.Each time I call it's endless weeks of phone calls and emails. The first issue of warping they replaced a part of the living with took about 2 months to resolve,Second time they inspected and said they would replace the whole first floor because it needed to be replaced and told me there would be a charge to me even with accident insurance ?After I appealed, they agreed to replace all the flooring. The installation was awful, threshold fell off causing me to fall down stars, gaps where the boards are not tapped or butted together properly and boards cut too short.They came and attempted to repair. Some issues resolved but the gapping is throughout the whole first floor and it is not completely resolved. Now I had the assistant manager ***** back out there were 2 bubbles he said were water damage and saw the gaps that were still existing. Said he would get back to me and never bothered. I called almost a month later and was told all my cases were closed December 19th of 2024. Issues still exist. Now the dog had more accidents and the floor is warping again so I was given another case number REF: ************. It has been 5 weeks and NO contact! At this point the Sales manager ***** sold me a product that does not work for my situation and that's false information on his part and trying to get resolution takes months. I can't put my house back together until the flooring is right. I would like a refund at ********** so I can move on. The accident insurance is for 5 years but it's a battle every time there is in issue.

  

  Business Response

  Date: 04/04/2025

  We appreciate the customer reaching out with their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. The customer's laminate ******************** was installed in May 2023 and as such the labor warranty has lapsed. The damage to the flooring was found to be site-related from pet accidents and is not provided for by the manufacturer's warranty. 

  We are happy to work with the customer on the cost to replace the damaged areas. 

  We apologize for any inconvenience and thank the customer for their feedback. 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23080658
  
  I am rejecting this response because:

  I purchased a 5 year accident warranty. 

  There should be no out of pocket. The whole floor was also replaced so all new product should impliment a new 1 year manufacture warranty and installation warranty.
  at this point i will continue to request a refund due the continuos issues with the product sold to me under false pretenses.  I was told by your sales manager this product would be fine with high traffic and a dog that has frequent accidents due to health issues and it is not. It warps every time there is an accident. 

  Furthermore,  the last installation is terrible with gaps throughout the entire first floor. A few areas were repaired. After your installer seen all the issues he said he was going to have to pay for it. Once the assistant manager and installation manager were on site they tried to help him make it right. There are still both vertical and horizontal gaps. 

  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 04/11/2025

  The customer's ******************** was replaced under the service plan, which is administered by a third party. We advised the customer that the damage reported is not provided for in the manufacturer or installation warranties and as such, we recommended she file another claim with the third party.

  If the customer does not wish to file a claim with the third party, we would be happy to provide a discounted quote for the replacement of the flooring with a flooring the customer may prefer. 

   

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23080658
  
  I am rejecting this response because:

  This not only a product issue it is also an installation issue.

  The product continues to warp and time te dog has an accident.  Again, this is a product that was sold to me under false pretenses. It also is an installation issue. It was DEFINITELY NOT installed properly wen te whole this was replaced. 

  ive had an additional person/persons out to see the floor and it is not installed properly.

  i am continuing to request a refund. Time, aggrivation and my mental health are being affected by this and would like to finish mychome. I cannot move forward until this is settled.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  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.

  First the salesman never told me I was paying for a protection plan, I was only told the *** flooring had a lifetime warranty (which it apparently does not). The product I was shown looked much thicker and had a texture what was installed does not feel the same and is very thin. The salesman was extremely pushing and only wanted to quote me for the *** because that was the best flooring. When it came to installation I had to pay another $1,000 to fix the baseboards due to the thickness of the floor vs the carpet and hardwood floor I had. I was never told this could be a possibility (the crew went to ********** and bought trim. I was never given a choice of what I wanted). The flooring is on a concrete slab and in certain areas it feels like the floor is bending when you walk on it. The crew was professional and did nice work but didnt have enough material to finish the job. They also didnt speak English very well which made communication tough. I was told by the crew they would take care of the missing trim Monday but told me I had to sign that the job was done. Of course it was too late to call anyone to confirm this. They also didnt clean anything and said they would do that when they returned. I cleaned the floor and glad I did because I have spent the last two days trying to get someone to come out and finish the job. Every time I have called I keep getting transferred to someone else who cant help me. I was sent an email and responded with the pictures they requested right away. We had used Empire before and had a great experience. This time it has not been great and I am less than happy with the floor. With how much I paid I guess I am stuck with it (total cost was $6,627.27). I just want my floor done so I can put the last room back together.

  

  Business Response

  Date: 03/24/2025

  We appreciate the customer reaching out to share their experience.

  Service to repair the flooring was completed on Thursday, march 20th.

  We apologize for the customer's poor experience and them them for the opportunity to address this matter.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  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.

  On3/1/2023 I had Empire Today take up old flooring in my kitchen/dining room and install new vinyl planks. I paid for insurance thru them on the install and vinyl planks used in the project. The insurance covers the dates from 3/1/23-3/1/2028 for installation and any damages to to vinyl flooring. I contacted them in November of 2024 and insurance company said we only cover damages to the flooring if an accident occurs! Our floor is lifting and cracking in numerous spots they wanted $300 to come out and look at it and then would charge me for whatever repairs were done. I complained to the insurance agent that this is totally wrong and that he said there was nothing they could do! Why get insurance if they dont cover any and all issues! The installers didnt down put any kind of barrier to even out the plywood floor, they just put inew flooring right on top of old plywood floor. They also told me I would have to had dropped a bowling ball or some kind of other accident to have it covered. We spent a little over $3000.00 for everything! They should be held responsible for this and repair and replace the damaged flooring! Thank you for your time. Yours truly ****** *****

  

  Business Response

  Date: 03/26/2025

  We appreciate the customer contacting us regarding their concerns. 

  A Manager contacted the customer and has scheduled a one-time courtesy assessment for Saturday, March 29, 2025.

  Customer Answer

  Date: 03/27/2025

   
  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, at this time after the free of charge inspection is made Empire Carpet still has to give me a satisfactory offer on repairs before I fully accept their proposal!
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23076755
  
  I am rejecting this response because:
  Dear Sirs, My case is still open nothing has been done by Empire Today to resolve the issue yet! Yes they did wave their inspection fee but have come up with a resolution to my damaged vinyl flooring yet. So dont mark my case as closed yet , repairs still have to be done and resolution has been made on their end! Please update my complaint!  Thank you for your time. ****** Alber 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/03/2025

  The courtesy assessment from March 29, ***************************************************** manufacturer's related and not covered under warranty.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.
  The customers installation was completed March 1, 2023.

  As the labor warranty was expired, the local ************* Service Manager offered the customer a discounted billable service.

   

   

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  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 had new laminate flooring installed by Empire in my house. Less than 12 month later there are large gaps (.5" to 1") between the ends of the planks. I have been trying to get someone from customer service to call me back or schedule an appointment for repair since 2/28. It is now 3/14.

  

  Business Response

  Date: 04/01/2025

  We appreciate the customer reaching out to share their experience.

  We are in contact with the customer and service is scheduled for Saturday, April 5th. 

  We apologize for the customer's inconvenience and thank them for the opportunity to address this matter. 

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  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.

  Just under a year ago they installed flooring for my contractor. this contractor abandoned the project. I cannot get a copy of the paid invoice.

  

  Business Response

  Date: 03/25/2025

  We appreciate the customer contacting us regarding their concerns.  We have provided the customer a copy of their receipt. We appreciate the customers feedback and consider this matter closed.

  Customer Answer

  Date: 03/26/2025

   
  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:03/13/2025

  Type:Service or Repair Issues
  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.

  On 3/11/23, I had ******************************** my kitchen/dining area by Empire Flooring. After the installers left I started noticing places where there were imperfections in the flooring and places where the flooring bubbled up. I reported it to the company, and they offered less than $1000 back or a replacement. I chose the replacement. They came out and re-installed the floor, however, the new installers did not have the proper equipment to move my appliances and gouged the floor. They had to fix it. It wasn't too long and the patch started peeling up along with other imperfections, bubbles, and lumps, so I contacted Empire again. They sent out a 3rd crew to replace the floor. The crew was supposed to be here first thing on a Saturday morning and didn't come until 1 p.m. They were angry that it was such a big job on a Saturday afternoon into their evening. Part of the wood trim I had in place was broken and hidden in a window sill that I found after they left. It took me months to get most of the glue they left behind off of the floor. I still can't get some of it up. Then I started noticing a seam showing and getting larger. I called Empire again. This time they assured it would be done correctly. I scheduled the "repair" for today at 9 a.m. It is now 12:30 p.m. and they are still not here. I have called and left messages with no response from the company. I am done. If they start now, they won't be done until late tonight. I have dogs with health needs that I had to drug in order to have workers in my home, and their meds will have worn off. I cannot drug them again today. My floor looks terrible but I am done with the company and how they run things. The last time I complained, they said they would give me $500 back. I finally got a call as I was typing saying they would be here in an hour or so. I had to turn them away now. I want to be done with the company and go elsewhere but cannot afford to do so without getting my money back.

  

  Business Response

  Date: 03/18/2025

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the customer and they are not available until June to reschedule. We will wait to hear back from the customer on dates closer to June.

  We look forward to resolving this amicably.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23061835
  
  I am rejecting this response because: This will be the 4th time my floor has been installed. Each time I have been assured they were sending their "best" installers to complete my job. How am I supposed to believe that they will complete the task correctly this time and that it will last? The seam that has split gets larger and larger each day. I just want to be done with the company and get my money back as I will now have to pay someone else to come in and re-do the flooring plus go through all of the frustration of moving everything, not using the kitchen for a day and then moving it all back again. It should not have been this hard. One time I could see. The second time frustrating. The third time maddening. Why would I believe them or want to allow them to do it a 4th time? 

  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/28/2025

  We understand the concern and have provided an alternative option to the customer.  

  We look forward to hearing from the customer so that we can resolve this amicably.

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service Issues
  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 call their customer service number ************ and no one answers the phone, their system then puts me in a call back mode, where they will keep me in the queue and call me back, well they do call back after many minutes, but they let the phone ring one time and hang up, I call back but the same thing every time I try and call them.

  

  Business Response

  Date: 03/12/2025

  We appreciate the customer reaching out to share their experience.

  A manager contacted the customer and discussed options to resolve the flooring issues.

  We apologize for the customer's inconvenience and thank them for their feedback. 

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  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 spent $11,000 on flooring and baseboards. They were installed in the early part of 2023. Two months after installation, Empire had to come out for repairs. The repairs have consisted of the "paint" on the baseboards peeling off and the flooring warping along the edges and coming up in different areas. Since then, Empire has had to come out three additional times for repairs that consisted of the same exact reason. We have been informed that Empire has switched manufacturers because of faulty products. We were also informed that Empire received a faulty product and continued to install them. Now that we are on our 4th or 5th time for repair work, Empire is refusing to repair faulty products and has now quit responded to me. They first gave me an excuse of it's because of outside water damage. When I explained to them that I had brand new rain gutters installed before the flooring was installed, they changed their excuse to moisture or cleaning products. Well, I only use the product they recommended for cleaning. Now, I am finding additional areas where the "paint" is coming off the baseboards. One is in a closet that isn't even used so moisture or outside water damage isn't a factor there and in my children's art table area. Again, no outside water damage. After inspection , I realized the baseboards are not even painted. They are *********** addition, we paid for a damage protection plan and Empire is refusing to even acknowledge that. My next step is filing a small claims case against them unless the BBB has a better solution.

  

  Business Response

  Date: 03/27/2025

  We appreciate the customer contacting us regarding their concerns. We have filed a warranty claim with the manufacturer on the customers behalf. Once the manufacturer has rendered a decision on the warranty claim we will contact the customer to discuss the results. We appreciate the customers feedback and look forward to amicably resolving this matter. 

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  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 had the Empire Sales person come out and he showed us flooring that was according to him scratch proof, dent proof and was Empire's exclusive flooring that has a lifetime warranty. We were promised a satisfaction guanrantee or we would not pay until we were satisfied. We went ahead and contracted with them after they so called gave us a ****** Member discount for our flooring leading to us paying over $11,000.00 in flooring. Our install date was supposed to be for one day on 6/7/2024. On that date, the flooring people arrived late, and they arrived in an unmarked van that had an old lighting company sign on it. We were told that there would be empire employees, no subcontracting. We didn't think anything of it and allowed them to start the install. Half way through we noticed that the wood was really odd. It had all these dots and divits and did not resemble what we were shown. We were told to wait until it was complete. Some pieces were so bad that we had them remove them only to have them run out of wood and they had to come back 2 additional days on the weekend. When the job was done, the floors had gaps between the planks, cracked pieces and uneven boards. I was told by them that this was the wood. I later learned that the install team was a subcontractor to the subcontractor that empire had subcontracted it to. I wrote on the paperwork that I was not happy and that I needed someone to call me for an inspection. They never called and avoided our calls. 6 months later, the wood is chipping and the floors look worse. I called and have been given the runaround with an inspector again not showing up as scheduled. We had to pay for the loan we took out and were also told by empire that we were just within the 1 YEAR warranty. This company cannot be trusted. I need someone to investigate and advise how I can get them to come rip this out and give me a full refund. I am not sure what to do at this point with this manufactured wood, not real wood.

  

  Business Response

  Date: 03/28/2025

  We appreciate the customer reaching out to share their experience.

  A manager is in contact with the customer to arrange a service appointment to repair the flooring. 

  We apologize for the customer's experience and look forward to resolving this matter amicably.