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
- 1,840 total complaints in the last 3 years.
- 495 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:02/28/2025
Type:Sales and Advertising IssuesStatus: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.
Ordered carpet and vinyl flooring. The carpet had multiple seem issues that were sticking out and nails sticking out that even cut my mother in law's foot. The *** had exposed edges in multiple rooms. I put in a complaint to Empire within a couple months and it took over a month to get a response from a customer service agent named ****** *******. She sent a person to assess the issue which was the actual contractor that installed the work and then I never heard back again. I had to contact Empire again and they said somebody closed the issue. I had to reopen the issue and ****** said that the contractor said that there is no issue with the work. Why would the contractor admit fault on their own work? I again had to open a complaint on the work and then they said that the issue with the flooring was that there was a rooming office chair on it that caused the issue. How is that not apart of daily life? They sited that this was in the contract. That rolling chairs need to have a mat. I asked for a copy the day of the installation and I never got it. I then asked for proof that they gave me this information and they could not supply that to me. They had somebody come out again to do a "courtesy assessment". Again they sent the contractor that did the faulty work and again they said it was due to a rolling office. This again does not explain why there is issues in multiple rooms that have no chair, the office is new when the floor had issues, and again no evidence that they gave me this clause that rolling chairs cant be on the floor without a mat. Each time I have had to email/call empire because I never get a response back without bugging them and this now months later. I have had to escalate to two managers now because of how poor the response times are. Ive wasted so much time trying to hold empire accountable to a poor install job. Each time their response is it is the office chair. Photos avail on request.Business Response
Date: 03/19/2025
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.Customer Answer
Date: 03/22/2025
Complaint: 23004051
I am rejecting this response because:Does not address:
-how much will be replaced as there are issues in multiple rooms with this flooring
-does not address who is paying for the installation
-does not address not being explained the extended warranty nor offered it
-does not address the time lost having to go back and forth with empire representatives for months that were gaslighting me and not addressing all issues.
Sincerely,
******** ******Business Response
Date: 03/27/2025
We appreciate the customer contacting us regarding their concerns.
We submitted a warranty claim on the customers behalf which the manufacturer denied.
For goodwill and customer satisfaction we have offered to provide service at a discounted cost to the customer.
The customer may hire their own certified independent carpet inspector, at their cost, and submit a certified flooring inspection report to us for review.
Certified flooring Inspectors may be located through the *****, NWFA, or IICRC.
We appreciate the customers feedback and look forward to amicably resolving this matter.
Customer Answer
Date: 04/01/2025
Complaint: 23004051
I am rejecting this response because:-the original estimate to repair was less then this "discounted rate"
-does not the issues in ever room with the flooring. The flooring has issues in multiple areas in different rooms.
- they say manufacture denied claim, what did empire tell them and why did they deny the claim. Because I now have flooring that cant even be used. It cant handle a rolling chair? What can it handle?
- doesnt address that I was never given any terms of what can/ can't be done on this flooring even though I asked for it in writing.
- was never offered extended warranty nor explained what will and wont be covered
-does not address how long this has taken and how much of my time has been wasted due to poor customer service. Why do I need to explain to empires leadership why sending the people that did the installation, to assess their own work, would have a conflict of interest.
Sincerely,
******** ******Initial Complaint
Date:02/28/2025
Type:Order IssuesStatus: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.
Date of Sale February 15th, 2025 - Amount paid in full: $1,396.85 Contract signed with Empire Today Date of Grievance February 28th, 2025 - Additional amount charged: $450.00 (Reduced from est. $600)Contract has no language depicting any additional charges related to labor or material may be incurred by the customer after the contract has been signed. Sales representative did not provide an accurate estimation of the job to be completed and insisted verbally that the total cost is still "cheaper" and a "good deal". After contacting customer service, I was advised that this is just an additional labor charge discovered by their sub contractors and the job cannot and will not be completed unless I pay an additional $450.00 fee the day of installation. After speaking to a Empire Today billing representative, I requested a receipt of payment only. Instead, they chose to send me an amended contract that I am expected to sign, which I wholeheartedly refuse to do so.Business Response
Date: 03/19/2025
We appreciate the customer reaching out to share their experience.
At the time of the installation and take up of existing flooring it was discovered that additional labor for take up and leveling would be required in order to successfully install the flooring that was contracted for. The contract, directly above the buyers signature, states that if the subfloor needs to be repaired or replaced that the customer will be responsible for that repair or replacement and all charges related that or if we are able, we would replace or repair the subfloor and the customer agrees to pay an additional amount for this work. The additional charge was required for additional work that was outside of the contract and was offered at a discounted rate as a gesture of goodwill.
We apologize for any inconvenience and thank the customer for the opportunity to complete their home improvement project.
Initial Complaint
Date:02/27/2025
Type:Service or Repair IssuesStatus: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 purchased luxury vinyl plank flooring in December of 2020. Less than 18 months later, the planks began buckling and popping up causing a hazard from tripping and sharp edges. Empire ***laced the floor with the same product and "resolved" the issue by patching the floors with concrete before laying down the planks. Less than 6 months later, the planks began buckling, cracking, popping up and chipping throughout the house, mostly where the concrete "patches" were. I began calling Empire in May of 2024 and for several months my calls were ignored, or someone would leave a voicemail but when I called back minutes later, no one would answer or respond to the messages I left. Eventually, they sent someone out to assess and she said that the floor would need to be ***laced again, the entire surface of the floor would have to be leveled with a layer of concrete before putting down the new flooring, and the flooring would need to be upgraded to tile. I agreed to ***lacing the floors, for a third time in 4 years, on the condition that I would not have to pay for the upgrade product, as the vinyl plank I had originally chosen was within my budget and guaranteed. A sales *** came to my home so I could choose a tile and he assured me that the upgrade was being covered by Empire. Today, they called me to schedule the install - 9 months after my first call to resolve the issue - and informed me that I would have to pay $800 up front for the upgrade before work could begin. I am absolutely disgusted with their product, their work, and their customer service. The only resolutions that would rectify the situation would be to ***lace the floors at no cost to me, or provide a full refund so that I can have the floors ***laced by another company.Business Response
Date: 03/12/2025
We appreciate the customer contacting us regarding their concerns.
We have scheduled the replacement for March 19, 2025.
We apologize for any inconvenience and thank the customer for their feedback.
Initial Complaint
Date:02/27/2025
Type:Service or Repair IssuesStatus: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.
Technicians messed up toilet and company would not resolve.When installing my toilet they did not bolt it down correctly and when I called it had been a few months but I'm just a busy guy and my kids were complaining it was moving since it was done.I called to see if they would send someone to fix and would ****** payments are in good standings and I still owe over 4000 dollars on floor went with there high prices for warranty.What a mistake..........Business Response
Date: 03/06/2025
We appreciate the customer contacting us regarding their concerns.
We have spoken to the customer and explained since the installation occurred on May 18, ******************************************************** December, it exceeds the reasonable timeframe for a damage claim.
We apologize for any inconvenience and thank the customer for their feedback.
Initial Complaint
Date:02/26/2025
Type:Service or Repair IssuesStatus: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.
Date of the transaction: 11/09/2024 Amount Paid: $1,701.85 Issue: I had empire replace my carpet for two rooms, the new carpet smells. its been almost 4 months of me airing the two rooms and I cannot get the musty smell out. I have no pets or children. My old carpet in my master bed room does not smell anything like this.Communication with Empire:I send email to empire on 2/25/2025 to report the smell issue. A agent call me on 2/26/2025 telling me there is nothing empire can do help.. I ask to speak with the manager, he offer to send the same installer back to my house to check his work with a fee of $150. I told empire I am not paying any fee for the installer just to come out and check his work without correcting anything. I am requesting empire to come out without any fee, and correct any issue with the smell. Otherwise I will have to dispute the transaction with the credit card because I will have to get new carpets.Business Response
Date: 03/13/2025
We appreciate the customer contacting us regarding their concerns. We have spoken to the customer and come to an agreement to resolve the matter. The customer is currently not able to proceed. They will contact us once they are ready. We appreciate the customers feedback and look forward to amicably resolving this matter.Customer Answer
Date: 03/15/2025
Complaint: 22993449
I am rejecting this response because:Need guarantee the replacement carpet will not smell. Meaning after the glue smell goes away in few weeks, the room should not smell musty.
Also, the replacement carpet should match the material, texture, weight of the old master bed room carpet.Lastly as discussed I will be paying $200 labor cost only.
Sincerely,
******* ******Business Response
Date: 03/21/2025
The smell or odor (described as musty) was reported to us 108 days after the installation.
We do not believe the odor is from the carpet, but from other ********** the home. This is why we cannot guarantee the odor will be removed with the removal of the carpet.
Our offer to replace at a highly reduced cost is for goodwill and customer satisfaction.
We believe either offer is very amicable based on the circumstance at hand and we hope the customer will reconsider.
Initial Complaint
Date:02/25/2025
Type:Sales and Advertising IssuesStatus: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 floors that were installed by Empire Today in May 2022 began to lift and separate at the seams within 6-8 months of installation. One area was our fault, we used a roller chair on it. But all the other areas are just normal walking. I called them to try to get someone to come out to evaluate the problem. They scheduled an appointment and requested pictures. I submitted pictures and when the time came for the appointment, no one showed up. I called and was told the appointment had been canceled. The person who I had been speaking with wouldnt return my calls. I left numerous voice messages. Fast forward to 2025. Floors continue to separate. I called again, finally spoke to someone. They requested pictures but now I have to pay to have someone come to evaluate the floors because its outside the 1 year installation warranty. I called within one year and they just ignored me. I was told that there was a note on my account that they couldnt make contact. This is an outright lie. All my numbers and email on file are correct. They didnt return my calls. They simply do not want to honor their warranty on their cheap, poor quality product.Business Response
Date: 03/13/2025
We appreciate the customer contacting us regarding their concerns. We have spoken to the customer and have agreed to conduct a repair of the installation. The customer is currently not ready to proceed. They will contact us once they are ready. We appreciate the customers feedback and look forward to amicably resolving this matter.Customer Answer
Date: 03/18/2025
Complaint: 22990669
I am rejecting this response because: I would like to see a copy of the inspection report. I do not agree that the solution Im being offered is the best option for my home.
Sincerely,
****** *****Business Response
Date: 03/25/2025
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer,inspected the vinyl ******************** and will file a manufacturer warranty claim on the customers behalf. Once we have a response from the manufacturer we will discuss the claim with them. We appreciate the customers feedback and look forward to amicably resolving this matter.Initial Complaint
Date:02/24/2025
Type:Service or Repair IssuesStatus: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 waterproof flooring that I paid extra for lifetime warranty has cracked and come up. I have repeatedly contacted this business trying to get some one to come out and at least look at the damage. I got the run around until a year had past. Now I'm being told there is nothing that can be done. I have sice realized that a majority of their customers have the same issues. I see a lot of their customers are now suing. ****************Business Response
Date: 03/14/2025
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and discussed their concerns. The damage to the floor was caused by site related incidents and is not covered under warranty We have quoted the customer for the out of warranty service. We appreciate the customers feedback and feel this matter has been addressed.Initial Complaint
Date:02/24/2025
Type:Service or Repair IssuesStatus: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.
Within the first year of getting the flooring installed, we had to get it repaired in one area. It happened a second time, same area, we paid out of pocket for the repair. Now same issue, same spot & every time they assess the damaged areas they say it's due to moisture. They take pictures of the damage & even pictures of the swiffer mops they recommend & dust mops. We are not mopping with buckets not regular mops. They agreed to re-do the dining area for $900. We were prepared to pay. The contractor showed up, looked at the floor & the entire flooring & said this is not a good job. He called the girl that came & took pictures originally & told him you are to only replace the damaged areas & be careful when pulling them out not to damage other areas. He did not like what he was advised & he left without doing any work as he felt this was not fair. We prepared for the install, no one has called back with follow up.Business Response
Date: 03/14/2025
We are still working with the customer on possible solutions to the concerns. We appreciate the customers feedback and look forward to amicably resolving this matter.Customer Answer
Date: 03/14/2025
Complaint: 22982348
I am rejecting this response because:I have not heard from anyone at Empire since 02/24/25, when they reached out and said they would see what they can do. I was supposed to be followed up with a few days later, it's been 19 days.
Sincerely,
********* ******Business Response
Date: 03/20/2025
We are working with the customer on solutions to their concerns. We hope to have a agreed upon amicable resolution soon.Initial Complaint
Date:02/24/2025
Type:Order IssuesStatus: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 home. The installation was performed in a grossly substandard and unprofessional manner. Specific issues include:Significant gaps between flooring planks: This creates an unsightly and potentially hazardous condition.Planks that do not meet the walls: Leaving substantial gaps and demonstrating a lack of precision.Nails protruding through the flooring: Posing a safety hazard and indicating improper installation.Broken planks: Further demonstrating the poor quality of the installation.I immediately contacted Empire to report these defects and escalated the issue to a supervisor. I was assured that a qualified technician would be dispatched to rectify the problems on 02/24/25, after Empire failed to respond to original ticket for a week. However, Empire sent the same installer who performed the initial, defective installation. The installer engaged in unproductive arguments with me, refusing to address the numerous issues.This situation represents a clear breach of contract and a violation of Michigan's consumer protection laws. :Michigan Consumer Protection Act (****), MCL ******* et seq.: Empire Today's substandard installation and refusal to provide adequate repairs constitute unfair or deceptive trade practices. The **** prohibits practices that cause a reasonable likelihood of confusion or misunderstanding, and the company's failure to deliver a professional installation as advertised is a clear example. product was not installed in a workmanlike manner.Breach of Contract: The contract with Empire Today implied a standard of professional workmanship. The defective installation and subsequent failure to provide proper repairs constitute a breach of this implied warranty.Dispute Resolution Clause: The contract with Empire Today contains a dispute resolution clause Empire Today's actions demonstrate a failure to adhere to the agreed-upon dispute resolution process. They have not acted in good faith to resolve this matter.Business Response
Date: 02/26/2025
We appreciate the customer reaching out to share their experience.
A manager contacted the customer to discuss this matter and a reinstallation under the labor warranty was completed on Tuesday, February 25th.
We apologize for the customer's inconvenience and appreciated the opportunity to address this matter.
Initial Complaint
Date:02/22/2025
Type:Sales and Advertising IssuesStatus: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.
Weve hired Empire on 1/25/25 to replace our ceramic tiles with a vinyl plank floor after we had to have our pipes replaced in our house. The area of the job was about 500 square feet and involved tearing out the ceramic tiles and laying the floor down. We had 2 layers of tiles from the previous owner which the sales representative was aware of. He ensured that the work area which included the kitchen will be sealed off to ensure less dust contamination in our house. When the job started they had tarped off the area and layed plastic over the furniture. For some reason the plastic tarps and the covers were removed the second day of the job. Our entire house was filled with plaster dust. All our furniture, couches, kitchen cabinets were covered. Inside the cabinets, plates, pans were covered. They removed the door to the basement which we just remodeled, and the dust flew down throughout the basement. We had to hire ******* Steamer along with a cleaning service to bring our house back to a livable state, as well as countless hours of my husband and myself cleaning. Additionally, after the new floor was installed it is covered to this day with glue spots which the installer told us he would remove. He never did. The customer service is horrible. We have not received any call backs and have been bounced from one person to another. We will never hire Empire again and will not recommend this company to anyone who needs to have their floors replaced.Business Response
Date: 02/26/2025
We appreciate the customer reaching out to share their experience.
Per the customers request, we have come to an amicable resolution regarding the installation project.
We apologize for their inconvenience and them for them the opportunity to address this matter.
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