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
- 1,833 total complaints in the last 3 years.
- 495 complaints closed in the last 12 months.
If you've experienced an issue
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:09/26/2022
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.
August of 2021, I purchased flooring from Empire Today, The sales person was nice until I had an issue, they made a mistake on my order, He ignored my calls, and text, I had to call him from another number for him to answer, just to say it's nothing he can do, that's all he had to tell me and refer me to who could help me. The first installers came the senior worker was staggering drunk wreaking of liquor, they were late, and went to lunch apon arrival, then they had to wait for the material truck which broke down on the way to my house. they finished in my kitchen at 11:00pm. The flooring they put in my basement was the wrong product they took most of it up, did not put any of my appliances back my basement was a mess and they never came back. The floor in ******************* was installed poorly lifted, cracked, I called the company to complain and it was almost impossible to get someone of power on the phone. Treated very disrespectful after they got my thousands of dollars for extremely cheap flooring, I was mislead on the quality of this product, since Aug of 21 my house has been torn up with my kitchen table set and appliances in the dining room on now more than three occasions the floor had to be torn out and totally replaced, it is now Sept 2022 and its scheduled to be done again Oct 2022 this is ridiculous, it has lifted and cracked up at the seams, when asked for an upgrade, I was told it would cost me more money, I would think at this point an upgrade would have been a courtesy, they use handymen they do not have their own professionally trained installers. At this point I would like a refund. I am in distress and upset over and over by my floor being replaced with the same product. It's has been a year now and I keep having to have my floor replaced no matter what type of chairs I use, I was told this floor could withstand chairs on wheels, lol, it can't take any type of chair I purchased new chairs floor still tore up, refund please.
Business Response
Date: 10/14/2022
We appreciate the customer contacting us regarding their concerns.
The local office is in contact with the customer to coordinate the replacement of their flooring.
We apologize for any inconvenience and thank the customer for sharing their feedback.
Initial Complaint
Date:09/26/2022
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 ordered flooring (carpeting) back in March. I financed it through them. Several appointment have been made and they haven&#**;t shown up for one of them. They came out once but they had the wrong color so we didn&#**;t accept it. they haven&#**;t been back. They have never called. I financed $3000 and I have no carpet and we have been making payments every month.Business Response
Date: 10/11/2022
We thank the customer contacting us regarding their concerns.
A Manager is in contact with the customer and installation is scheduled for Wednesday, October 26th.
We apologize for the customer's inconvenience and appreciate the opportunity to complete their home improvement project.
Initial Complaint
Date:09/26/2022
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.
Had empire flooring installed in 2018. The floor is coming apart and has a crack in one of the panels. Called empire and they said there is nothing they can do. Have a warranty on the floor but not the labor.Business Response
Date: 10/14/2022
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 customer's vinyl plank ******************** was installed in May 2018. For goodwill and customer satisfaction we scheduled an inspection at no cost to the customer.
As the labor warranty expired in May 2019, the repair would be at cost to the customer.
We apologize for any inconvenience and thank the customer for their feedback.
Customer Answer
Date: 10/18/2022
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:09/25/2022
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.
Had $7000 worth of flooring installed and installers tracked glue all over the floor. We didnt see it until they were gone. Unable to get any response from vendor and they do not follow through with customer serviceBusiness Response
Date: 10/14/2022
We appreciate the customer contacting us regarding their concerns.
A Manager has attempted to contact the customer to arrange service and the customer had not yet responded.
We apologize for any inconvenience and look forward to hearing back from the customer and resolving this matter amicably.
Initial Complaint
Date:09/25/2022
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 closed on our new house, ******************************************************************************************* on July 26, 2022. Before we moved in August 13, 2022, Empire Today installed LVP and LVT in our home July *****, 2022. During installation of LVT, glue was spilled onto the wall and molding in the storage closet on the first floor. During follow-up inspection August 23, 2022 by Empire Today installer, we were promised that someone else would be coming to paint the wall. No one came to repair the damage so when I was contacted August 26, 2022 by *************************, *********************** Associate, ******************** | ************************************************************************** ********************| ***********************************************************, I explained we were still waiting. She said she would contact the installer. I sent a follow-up email to document our phone conversation on the same day.I sent another email Sept. 9, 2022 stating we hadn't heard from the installer. A final email and letter was sent Sept. 15, 2022. Please see supporting document emails and picture of damage. The last time I received an email from Empire Today was August 17, 2022. The last phone call from Empire Today was August 26, 2022.Business Response
Date: 10/11/2022
We appreciate the customer contacting us regarding their concerns.
Service to repair the damage was completed on Wednesday, September 28th.
We apologize for the customer's inconvenience and thank the customer for the opportunity to address this matter.
Customer Answer
Date: 10/12/2022
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:09/24/2022
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.
Laminate flooring placed October 2021. Scratches from installation, floors lifting all over, popping sounds when stepped on, trim popped off 3 days after installed, piece of floor completely lifted up. Poor general appearance of flooring. Technician told me to close shades so I dont see it. Poor customer service, dont get return calls. Have been trying to get repaired since October 2021. They have sent technicians without enough equipment 3 times. Looking for help to resolve this issueBusiness Response
Date: 10/04/2022
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 October 9, 2021.
Per an assessment a replacement is scheduled for October 8, 2022.
Initial Complaint
Date:09/23/2022
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.
I have included the attached 8 page report of my interaction with Empire Today due to the character count in this text box being limited.thank you,AutumnBusiness Response
Date: 10/07/2022
We appreciate the customer contacting us regarding their concerns.
The installation manager of the local office recently left a voicemail to discuss the concerns and to schedule an inspection and/or service. We look forward to speaking with the customer.
Customer Answer
Date: 10/10/2022
Better Business Bureau:
I have reviewed the response and returned the businesss call and look forward to coming to a resolution with them when my call is returned.
Sincerely,
*************************Initial Complaint
Date:09/23/2022
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 our entire downstair flooring in March 2021 (last year.) We began having issues with the "premium laminate wood flooring" liftiiiiiiiiiing in several places in the dining room and the living room in September 2021 and began to follow their complaint process. It took months for someone to call us, and that was after I answered one of their ******** posts that they were awful and do not use them. I began dealing specifically with *****************, manager of installation. after three inspectors came to the house, one of which said we should have everything replaced, and taking off numerous times to meet the inspectors, in March of 2022, we had a crew come out and replace the flooring which was damaged (not heeding one of the inspectors advise to replace the floor with something else). The place in the dining room was SO bad, our 2-year-old granddaughter could not go barefoot because the flooring was too damaged it would cause an injury. A few weeks ago, yes approximately 6 months after the replacement of our damaged flooring, the floor in the dining room began to come up AGAIN IN THE VERY SAME SPOT. I texted ***************** directly to complain. Pictures were sent to ***************** on September 20th, with no response as of this date. The flooring is too dangerous for our granddaughter ag This flooring is awful, cheap, and dangerous. We were promised a lifetime guarantee, and even if we were to flood, we could pick up the floors and relay them. The next step is to hire an attorney. I am sick of this and we paid $20K for just the downstairs not to mention the time my husband and I have had to take off work to pack everything up (twice), meet with inspectors, and both times for installation.Business Response
Date: 10/12/2022
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and an assessment is scheduled for October 13, 2022. Once the assessment has been completed and the findings has been submitted, we will review,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: 10/14/2022
Complaint: 18119637
I am rejecting this response because:No, I am not satisfied. The installation manager, who I made the appointment with said he was PERSONALLY coming out to check our floors, and did not show, and sent a ****** in his place.
Inspector said it was not an installation issue, and they were going to contact Mohawk to see what they wanted to do.
They sold us sub-par flooring. We paid almost $20K for approximately **** sq ft of flooring (and that was 50% off flooring and installation.
The guy told ***** if it was replaced, we were responsible for the difference, we would have to take work off again, and move everything and be present for the install.
Sincerely,
***********************************Business Response
Date: 10/21/2022
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled service for November 4, 2022. We appreciate the customers feedback and look forward to amicably resolving this matter.Customer Answer
Date: 11/04/2022
Complaint: 18119637
I am rejecting this response because:Good afternoon.I just spoke with ****** at BBB, and she asked me to send this email to re-open our case.I was on vacation last week and did not see the email from BBB, thus the no-reply.I REJECT the companys offer.They are trying to blame our dining room and chairs (which have ***** covers on the bottoms) for the damage. We have had this table and chair set for 20+ years and never had an issue with the any of the flooring in the various houses we have lived in.Thank you,****************************************Paralegal
Sincerely,
***********************************Business Response
Date: 11/14/2022
We would like to apologize for missed service appointment. The customer has yet to provide a new date we may service the installation. Once we have a date we will provide the needed service.Customer Answer
Date: 11/16/2022
Complaint: 18119637
I am rejecting this response because: I understand people get sick, however, with all of th issues we have encountrerd with this company, mised appointments (they called at 7:04 am to cancel, after my husband took the day off to meet with the rea.***************** called me back at 7:07, apologized and tsaid there was nothing he could do. I told him I was upset that my husband took another day off of work to take are of this, and he said "he did not realize my husband had to take the day off." I was livid and asked if he thought people sat around the house all day an was able to afford these floors. HE STARTED LAUGHING AT ME. I tol dhim I was contacting an attorney and hung up the phone.
**** also told me that he couldn't get anther crew to come out, becasue they want the same rew who instlled it to be the ones who epaired it. That is not true, because when we had the flors installed it was an older gentlemand and his son, I believe that installed the fake wood flooring. When Empire came out to repair our floors in March, it was NOT the same people who installed it.
I start work at 7:00 am, and was already at work when I took the 7:04 am phone call, and the subsequent all from Turk.
I received a call from my husband at workm he was gettinng ready tp walk out the door to go into work, and there was a crew there stating they were they to replace the floors. He declined to let the people in, becasue he was on his way to work. My husband called me for Turk's number and I gave it to him, becasue I was at work. **** told my husband that he called me to let me know he had a crew coming out. There were no messages, only a few missed calls.
Sincerely,
***********************************Initial Complaint
Date:09/23/2022
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 had filed a previous complaint with the BBB about empire. In November of 2019 I had faux wood floors and carpet put in my house. I had reached out to empire about the very poor job the contractors 3rd party had done when putting in my flooring. They had put a hole in my wall and they had put metal on my stairs that is a hazard to anyone walking on them. Due to the pandemic I had spoken with the company several times and had asked for the stairs to be fixed and for the quarter round to be fixed thru out all the rooms. On one occasion they had attempted to fix the stairs but did not cause the company had not supplied them with the right material. I am requesting 4000.00$ for a new company to come and fix all the mistakes that were made during my install and for materials.Business Response
Date: 10/10/2022
We appreciate the customer contacting us regarding their concerns.
The customer service manager contacted the customer.
The customer agreed to schedule a repair for October 20,2022.
Customer Answer
Date: 10/11/2022
Complaint: 18119356
I am rejecting this response because: though they have have set up an appointment I want the repairs fixed properly or I will be asking for monetary compensation.
Sincerely,
*********************Business Response
Date: 10/13/2022
We appreciate the customer contacting us regarding their concerns.
The local customer service manager left the customer a voice message confirming the repair scheduled for October 20,2022.
We look forward to satisfying the customer and resolving this matter amicably.
Customer Answer
Date: 10/15/2022
Complaint: 18119356
I am rejecting this response because: I want the repairs done before I accept my terms.
Sincerely,
*********************Business Response
Date: 10/28/2022
The local office has attempted to contact the customer to discuss resolution to the customers concerns.
The customer has not yet responded to the offices attempts to speak with the customer.
Customer Answer
Date: 11/03/2022
Complaint: 18119356
I am rejecting this response because: due to a death in the family I have not been able to respond. I will be contacting the company today to settle financially.
Sincerely,
*********************Initial Complaint
Date:09/23/2022
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.
Empire Today ********************************************************************** August 31 2022 I met and signed to get flooring with Empire, originally, I had requested to have the floors done on the kitchen bathroom, and the porch for the price of $6,141.64 but I canceled the installation for the kitchen and bathroom., leaving only the porch to be installed, which brought the price down to $3,527.10 empire has yet not updated my synchrony account to reflect the $3,527.10 That is one of my complaints, then they installed the floor, but I found some things that needed to be corrected. The installer was sent back over and he ********* spot, but he didnt fix the other spots, plus the floor does not seem level, because it seems there is too much room between the sub flooring and the planks when I walk on it, it bounces in spots. I have sent text messages, left, phone calls, and I am being ignored. I want those things fixed, or give me a new floor. I also want my synchrony account to be updated to reflect the correct price.Business Response
Date: 10/11/2022
We appreciate the customer contacting us regarding this matter.
A manager has attempted to contact the customer to discuss resolution to the customers concerns. The customer has not yet responded to the offices attempts to speak with the customer.
We look forward to hearing from the customer and resolving this matter amicably.
Customer Answer
Date: 10/13/2022
Complaint: 18118661
I am rejecting this response because:You don't often get email from ********************.Learn why this is importantWill you please resend this, my message ended up being too long, and I dont think it was sent to you. I would like to send another message with photos, to make sure you receive it. I reject Empires response because it is not true.
Sincerely,
*****************************Business Response
Date: 10/17/2022
Service is scheduled for Friday, October 21st.
We are sincerely sorry to learn of the customer's experience and again, thank them for sharing their feedback.
Customer Answer
Date: 10/21/2022
Complaint: 18118661
I am rejecting this response because:The self leveling and reinstalling was not done as *************************** told me it was going to be.
however, *** was here and he inspected the floor, took pictures then told me he would ask *************************** to put me on the schedule to have the job done. I am waiting now to be put on the schedule, and I will update when I hear more.
Sincerely,
*****************************Business Response
Date: 10/28/2022
We recently inspected the installed flooring and service is scheduled for Monday, October 31st.
We thank the customer for their patience during this process.
Customer Answer
Date: 11/10/2022
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,
*****************************
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