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

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today, LLC

  41133 Van Born Rd Belleville, MI 48111

  
• 

  Empire Today, LLC

  655 Peachtree Industrial Blvd Ste 200 Sugar Hill, GA 30518

  
• 

  Empire Today, LLC

  700 Flag Stone Way STE D Newport News, VA 23608

  

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:10/20/2022

  Type:Order 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.

  Carpet warranty issue, Purchased carpet ( installation date 2-20-20) install by *************************-25 year warranty, which the first 7 year fully cover credit equal to the cost of the carpet. Contact Empire **************** Manager ( ***********************) ****** about carpet condition ( straining, worn area, and color discoloration and not stretch properly ) she advised me to get the carpet clean again - and send pic in ( send in pic two weeks later) no further contact with this company

  

  Business Response

  Date: 11/04/2022

  We appreciate the customer contacting us regarding their concerns.

  We installed carpet for the customer in February 2020. We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. We submitted the pictures and cleaning receipt to the manufacture for review and the claim was denied.
  

  We would be happy to restretch the carpet for a reasonable cost to the customer.

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service 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.

  I have my receipt stating they were to remove ceramic base board an replace with new one They put a new baseboard over the old one& the old one is still shows new one was not high enough also a 6 inch space between floor board an new floor showing old floor underneath I have talked to someone several times an cant get any answers to what they will do This has costed me ****** Thank you for your time

  

  Business Response

  Date: 11/09/2022

  We appreciate the customer contacting us with their concerns.

  We are in contact with the customer and service to install the new base is scheduled for Tuesday, November 22nd. 

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

  Customer Answer

  Date: 11/11/2022

   
  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:10/19/2022

  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.

  We had Empire Today install flooring January 2019, which cost $7,357. We've had a variety of problems with the hard floor installation. Within the first year, a piece of flooring came off and was laying inside the floor vent (Empire did fix this to their credit, however you can still see damage). We also had a corner of a plank tile come off, and I don't know of an event that caused this but assume it likely was damaged at install. We also had problems with the quarter round, which seems to have been foam and not wood, and gets damaged extremely easily. Our main problem currently however, is a portion of the floor that now appears to be just starting to break apart. It is at a transition between rooms, and there is a noticeable "bump" below the floor where the plank is now failing. I do know that one of these rooms previously was carpeted, while the other had tile. I believe that this floor was laid directly over the previous tile, and then directly on the foundation in the other room that had carpet removed. Empire should have removed the tile to make this transition smoother, or feathered into the carpeting room. At any rate, don't have this significant slope! This is certainly going to continue to get worse and could not possibly be within specifications of the product I wouldn't think.We have called Empire, at is seems like enough is enough and this room transition is a quite serious problem that will continue to worsen. Flooring should last longer than this, and the reason it is failing is because of improper installation. Due to the time since install, they said they would not pay for a 3rd party inspector, and that we could pay for one, however regardless of what they said they would not reinstall flooring. The individual (have his name but won't post) said we could call him back and continue to talk discuss options, but has never returned our calls. He did mention the install crew is no longer with Empire, which I think may be why he won't address it.

  

  Business Response

  Date: 11/07/2022

  We appreciate the customer contracting us regarding their concerns.

  A manager contracted the customer and the customer has advised that they would like to contract for a 3rd party, independent inspection of their flooring.

  We would be happy to review their report and reconsider our offer to resolve if any defects are noted. Please note, the inspection must be by a certified flooring inspector and not a handyman or flooring retailer. 

   

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18242836
  
  I am rejecting this response because:

  Thank you for your response. We did think a 3rd party is a wise idea, and would be happy to find one that meets the qualifications you specified. One question - if defects are indeed found, will you reimburse us for the cost of the inspector? If that is the case, we agree to this plan.

  Thank you,

  *****************************

  

  Business Response

  Date: 11/15/2022

  If the independent, certified inspection indicates matters, that are covered under the warranty, are discovered, than we will reimburse the cost of the inspection, within reason. 

  Customer Answer

  Date: 11/17/2022

   
  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. We will schedule the inspection and then move forward based on those results.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/18/2022

  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.

  Empire installed my flooring in March 2021. A few months later, the boards in my foyer began to separate. I called and the installation team came out to repair it. A couple of months after that the boards began to separate in another room. I called again and the installation team came out in December 2021 to repair the boards. At the top of ************************************************************ that same room. I was told that a manager would come to inspect the issue after being provided rude customer service from *****. A manager came out to inspect, but he didn't say much during the inspection. He took some photos and measurements and said they would follow up, but I had to follow-up with them. I was told they could repair it, but I would have to pay $275 for the repair since the first year warranty that covers no-cost repairs had expired. I didn't see how that was fair since the boards had been seperating since the initial installation. So I called again to speak with a manager. I spoke with *****, who was also rude, not allowing me to complete my statement, which would allow her to properly assist. But it seems that no one wants to assist. She insisted that I would have to pay out of pocket since it was outside of the warranty although they had been notified of the issue several times during my warranty period. Since then, the another floor board has began to seperate in the same room. Problem is, during the warranty period the flooring was not installed properly the first time, or repaired properly the second time. Empire refuses to repair unless I pay more money, which could still result in me paying more money over time, as they insist that the issue isn't with the installation, but have not been able to provide an alternative reason as to why my floor boards continue to seperate.

  

  Business Response

  Date: 11/04/2022

  We recently completed service and left a voicemail for the customer to confirm they are satisfied with the repair.

  We thank the customer for their feedback.

   

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18241448
  
  I am rejecting this response because: It has been a week since I received a response from Empire stating that they would follow-up about having my floor boards replaced. I also have not received the reimbursement to my account for being stood up on my inital appointment. The installer said the boards would need to be replaced seeing as the inital job was not done correctly, which is what I told two seperate managers over the course of a year. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/22/2022

  We have processed an accommodation for the missed repair appointment and completed the repair as agreed.
  
  The customer reported gapping issues after the repair and agreed to send in pictures for review which have not been received. 
  
  We will continue to work with the customer and look forward to resolving amicably.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18241448
  
  I am rejecting this response because: my floors have still not been properly repaird. I have received the $100 credit to my account for the no-show that I was previously scheduled for. I am currently awaiting a call back from Mandy. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/06/2022

  We have reviewed the pictures sent in by the customer.

  We contacted the customer and we have scheduled an complete assessment on December 15, 2022.

  We will follow up with the customer after the assessment is completed to determine the next step in resolving the customers concern.

  Customer Answer

  Date: 12/10/2022

   
  Complaint: 18241448
  
  I am rejecting this response because: this will be my second inspection after sending photos. The representative that I spoke with said they didn't even have a record of the Manager's inspection that took place in April 2022. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/16/2022

  We completed the assessment on December 15, 2022.
  
  We have forwarded the inspection for a review for a claim under warranty.

• Initial Complaint

  Date:10/18/2022

  Type:Customer Service 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.

  I had flooring installed on 10/6 bathroom and a small room. An air compressor was used during the installation. After the installer left I noticed scratches all over the flooring. I called 10/7 and started a complaint with customer service for a replacement, I was given a reference number. They called 10/11 left me a voicemail, I returned the call and left a voicemail, I called again 10/12 leaving another voicemail with no answer no return call. Empire called again 10/14, I returned call on this date several times leaving messages. I called their mainline, call center which is in *****, they attempted to reach the ****** office which I was told is a skeleton office and were unsuccessful in reaching the ****** office, they also left a message at this time. 10/17 empire called (***********************) for the third time saying my case is closed due to not being able to reach me and I could call again to open up another case and gave the call center number again. I called the call center and let them know the issue, they attempted to call the ****** office again while I was on hold, for the second time they also were not successful in reaching the ****** office. How am I to fix my issue when no one is available to assist and they close the case. Ref # **************

  

  Business Response

  Date: 11/04/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office has contacted the customer to schedule replacement under warranty. We thank the customer for their feedback.

  Customer Answer

  Date: 11/18/2022

   
  The work has not been completed. And the company is still difficult to reach.

  

  Business Response

  Date: 11/22/2022

  We apologize for the further inconvenience. 

  Service was completed on Tuesday, November 22nd.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18238686
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/15/2022

  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.

  Had a contract for vinyl flooring to be replaced in my kitchen and laundry room on 10/12. I informed the salesman that i needed the tile to be durable and equal to the tile we were replacing, which had damage. The contract included tile and installation, specifically removal of the old tile, levelling and treating the subfloor, and disposal of old tile. On the day of the install the contractor told me he and his helper were having an issue moving my washing machine to a good position and would need to split the vinyl into to pieces as opposed to one continuous piece of flooring. A couple hours into the install i checked up on them to see that they not only had not removed the old tile but were gluing the new tile on top. I expressed concern but they assured me "oh we do this all the time" The old floor was filthy, had several 6-8 inch slits in it due to previous damage, and they simply glued onto the dirt. They did not attempt to adjust the bill until i brought up the fact that they did not adhere to the original contract at which pointr they said they would call me later and refund part of the bill that handled uptake, subfloor treatment, and disposal. They did not get back to me by the weekend. After they left I slid the washing machine 2 feet back into its original position and as a result a tear in the floor was exposed. Appears there was an air bubble or the adhesive did not take due to the dirt. Either way anaccepable. Earlier today i noticed that when i sit at my kitchen table the casters on the kitchen chairs leave deep imprints in the soft tile. Not the equivalent or even close to what we had previous. Getting anyone to contact us to make this right has been a nightmare. My ******************************************************************************** a state of disrepair.

  

  Business Response

  Date: 11/03/2022

  We appreciate the customer contacting us regarding their concerns. We received the requested photos from the customer. The photos are currently being reviewed. We will discuss the next measures once review has been completed. We look forward to amicably resolving this matter.

• Initial Complaint

  Date:10/15/2022

  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.

  9/4/2021 date of transaction purchased floor for large basement within 6 months of installation, our floor started to peel up in one corner of the entire basement (this is a very large basement) numerous attempts made to contact Empire to have it fixed, when we finally did get ahold of someone it took more attempts to talk to somebody else from installation (so we thought) the rep on the phone said it was due to "water/moisture damage" but nobody had been to the house to inspect the floor, we said thats incorrect, we have 3 dehumidifiers running 24 hours a day through the basement and this looks like it wasn't installed correctly, after more phone calls someone came to do a moisture test and he said it was pretty normal and it was not moisture damage, however, Empire said we would have to pay an additional $800+ to fix a floor we just put in 6 months prior to the damage, at the time of purchase the salesman (who conveniently has disappeared) said "everything is 100% garuanteed, anything ever happens they will come and fix it because they have their own warranty not a manufacturers warranty" and I believe this is false advertising as well as a scam. Our floor is not damaged due to moisture, the readings throughout the basement were all the same according to the tech that was here, so why isn't the rest of the floor peeling up from water damage? They will not fix the work they installed wrong, and now I have a baby crawling everywhere and I can't let her in the basement because of fear that she will eat and choke on pieces of the floor. My husband has the area covered up for now but it is only getting worse. I was so happy when we got this floor but so angry and disappointed that they didn't follow through on their word and tried to collect more money from us when we had just paid over $6000 for it. We were lied to on several occasions, and they take zero responsibility for their mistakes. I am disgusted at how Empire handles their problems and treats their customers.

  

  Business Response

  Date: 11/02/2022

  We appreciate the customer contacting us regarding their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.

  The customers installation was completed September 21, 2021.

  The local office has scheduled a service with the customer for November 9, 2022.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18228055
  
  I am rejecting this response because:a solution has not been given yet, our problem has yet to be resolved
  
  Sincerely,
  
  ******* & *********************************

  

  Business Response

  Date: 11/14/2022

  We are happy to reinstall the trim that was removed for the assessment and apologize this was not done previously.

  There is extensive site-related damage to the flooring, which is not covered under the labor or manufacturer warranties, as such a fee is applicable for any repairs. We understand the customer does not agree with our assessment and should they choose, can have your own, independent certified flooring inspection completed and forwarded to Empire for review. Please note, for such inspections to be reviewable by the manufacturer they must be from a certified flooring inspector; a report from a contractor, handyman, or competing flooring company is not sufficient.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18228055
  
  I am rejecting this response because:

  *********************************

  
  
  I thought I did respond to your last email about if our complaint was addressed and satisfied but at the time we hadnt been given a verdict, since that email Empire called and said they would fix the floor but for $1000+ which is MORE than WhT they quoted us in the first place, they also had people come over who didnt speak any English and they tore up MORE OF THE ****** I am so disgusted and appalled by all of this, it is unbelievable now our floor is worse than before and more of a hazard for my children, especially my less than 1 year old. What do we do from here?
  

  
  Sincerely,
  
  ******* & *********************************

  

  Business Response

  Date: 12/08/2022

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

  The local office will reach out to the customer to schedule the repair which will be at no charge.

  If moisture is present, customer is aware they will need to address before we can service the floor.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18228055
  
  I am rejecting this response because: Empire had workers come to our house to do another moisture test, however, they had a crowbar and tore up more pieces of the floor so now its worse than before and more of a hazard for my daughters then Empire called and said it would cost $1000+ to fix the floor which is $200+ more than what they quoted before my complaint with BBB. This whole fiasco is disgusting and a danger to my children.
  
  Sincerely,
  
  ******* & *********************************

• Initial Complaint

  Date:10/15/2022

  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.

  My carpet was installed by two employees of Empire Today on July 23, 2022. I immediately called their office because the trim or baseboard in one of the rooms were damaged in the process of cutting or installation. My vent cover was missing in one of the rooms. The stairs carpet was not properly installed. And the seam in the 2nd floor has a big gap along the hallway net to my room and the bad room. They called and scheduled the installer to come back to my house to fix his carpet installation, but he decided not to show up. Then another set of subcontractors came in August 16. However, they only fixed or repaired the carpet in my stairs and he claimed that he has no materials for the second floor. He took pictures of my second floors unrepaired carpet and he said that he'll report it to the coordinator. I was advised by this guy name ****** to coordinate and call Empire. I spoke to *** and she rescheduled another group of subcontractors to come to my house today (10/14). And to my dismayed, they called me that they will be in my house at 11 but arrived at 12:05. Then two young lad, decided to cut the carpet with scissor. When I asked them whether they are changing the whole carpet because the seam was not right. They looked at me and they called their "Boss". They spoke in the different language (foreign) and later I was advised by the person on the phone to call Empire Today for they never sent them the materials needed.I called *** again and she said that she was told that it was already fixed. *** is giving me the round around .And she claimed that the carpet need not to be fixed because they subcontractors already fixed *************: I want the company to apologized for not fixing it right.And for them to replace my second floors carpet since they delayed the repair. And it is not alright what they caused me. My time was being wasted by them not providing the materials to the subcontractor's.

  

  Business Response

  Date: 10/31/2022

  We appreciate the customer contacting us regarding their concerns.

  We recently inspected the installed carpet and warranty service is scheduled for Friday, November 4th.
  

  We thank the customer for their feedback.

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18227627
  
  I am rejecting this response because:

  Empire Today scheduled the repair or installation on Nov 4 but nobody showed up and i got a message that they will try again on Nov 7.  ** really getting tired of false promises. If they will not be able to fix it by Nov 15, i will no longer pay my bills thru ***** fargo credit card that i took as part of the carpet installation.

  
  

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

  

  Business Response

  Date: 11/14/2022

  We have spoken with the customer and completed service of the installation.

  Customer Answer

  Date: 11/19/2022

   
  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:10/14/2022

  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.

  This organization sent out a representative who was asked about what we qualify for in financing. We had not commit to any services and wanted to think about what we wanted. He had me sign stating "this is your okay for us checking your credit to find out what you qualify for." We got our numbers and ultimately decided not to pursue any services. I later checked my credit report and found that the representative had signed me up for this companies credit card, which I never authorized. I contacted the company through their website and gave feedback to remedy this situation, but now my credit took a hit because it shows I "closed" an account I never approved.

  

  Business Response

  Date: 10/31/2022

  We appreciate the customer contacting us regarding their concerns.

  A sales associate met with the prospective customer in April 2022. During the sales process, the customer provided their social security number and other identity and financial data to apply for credit. The customer was approved for credit and an account was opened with the financing company. This was not done in error. 
  

  The customer ultimately chose not to purchase ******************** from us; nothing has been charged. The customer should contact the financing company if they wish to close the account.

• Initial Complaint

  Date:10/14/2022

  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.

  Had empire install new flooring 8/2021. By July the flooring was lifted and damaged due to improper installation. The inspector came out and said that Im putting too much weight in the chair which is what is causing the floor damage. I asked where in the brochure or advertisement does it state there is a weight limit on flooring!!! After many debates with this company, finally got them to come in and replace the damaged area. While replacing i told the installer he will need to level the flooring to prevent the buckling. the installer stated my floor has asbestos and they could not level it because of that and they just put the floor on top of the asbestos without letting me know or giving me the opportunity to have a specialist remove it. I was never told this in the beginning !So the floor is still having the same peaking issues because it is not level. They are now denying the installer ever said that because of course it was not documented on any receipt. Now I have to have another inspector come out to look at the floors again to determine is they need to do anything else which is ridiculous! The customer service manager stated the installation manager had proof that my floor had asbestos. Now she is saying there is no such proof and I have that all in email. This company is a fraud

  

  Business Response

  Date: 10/31/2022

  We appreciate the customer contacting us regarding their concerns.

  We installed this flooring for the customer in August 2021. Services were completed in August and September 2022. The customer has advised they are unhappy with the services and the flooring concerns have continued.
  

  We recently inspected the installed flooring and are reviewing for next steps. We thank the customer for their patience during this process.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18225248
  
  I am rejecting this response because:they have identified that the 2nd attempt to resolve this issue did not effectively work and my floor is still damaged. They have rejected to refund me. They now want to attempt to repair for the 3rd time with the same installer who has not dont the job properly the 1st two times and I am no longer confident that Empire can do the job. I would like a refund.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/10/2022

  We've reviewed the customer's concerns and have offered to service at no additional cost to the customer. 

  We are happy to service at the soonest practicable date.

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18225248
  
  I am rejecting this response because: For the past few days I have called and emailed the installation manager ********************* and no call or email has been returned. How am I to schedule or accept any repairs if no one is communicating. Empire is not operating in good faith to accept responsibility and resolve this issue and I no longer trust them as a company. If they are not able to respond to communication to resolve this matter, I am requesting a full refund!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/21/2022

  We have offered to service the floor under warranty with a new installation team as the customer had requested.

  We believe our offer was fair and hope that the customer reconsiders so that we can address her concerns.

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18225248
  
  I am rejecting this response because: I have called and emailed to get this Handled but the representatives are refusing to return my calls to get this service scheduled. I have even emailed ********************* over 2 weeks ago with no response. They are being dishonest. If they wanted to repair then some shouldve returned my calls. Im still waiting on a call back for repair but nothing from Empire at all! If they wanted to do the repair someone should have called back
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/02/2022

  The regional manager attempted to reach the customer to schedule the repair but could only leave a message. 

  We look forward to hearing from the customer and resolving this matter amicably.

  Customer Answer

  Date: 12/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. My back is pushed against the wall as they are continuing to refuse a refund so I can have another company fix their mistakes. I spoke with a manager , finally and scheduled a repair. I am being forced to have the same incompetent installer come out for a 3rd time to install again. I gave in because this is exhausting and has been going on for 6 months already and I want out of this nightmare. If it is not resolved this time then Ill have to look into other options. 

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