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

  103 Central Ave Ste 400B Mount Laurel, NJ 08054

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today, LLC

  1864 Enterprise Parkway Twinsburg, OH 44087

  

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:09/19/2022

  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.

  I'm not even quite sure where to begin with my dissatisfaction with Empire. I hired them to install vinyl plank flooring on the entire first floor of my home and the upstairs bathroom. The individuals that came to install were extremely unprofessional, screaming and singing. They even decided to play music on my ****** They had to be asked to stop playing rap music as my senior mother was offended. They also tried to get my mother to pay them cash for portions of work with the floor install that were apart of the job. If she hadn't have called me to inquire why they needed cash then she would've been swindled (she was the only one home while I was working). To make a long story short, it's been over ****************************************************************** look like a child completed them in certain areas. I started calling the very next day the moment I could see how terrible the work was and when the toilet was leaking after they replaced the toilet install. I have reached out to my salesman and at first he would respond saying he escalated but nothing ever came of it. Eventually he stopped. Everytime I call customer service its only a voice-mail option. I call and leave a message for the customer service team and install team and yet to have a response. One person ***** answered and asked me to send her pictures via email so I did but nothing has come of it. I've sent the pictures to an install manager, my salesman and this ***** woman. I've called and left a total of 23 messages and getting absolutely no where. This has caused countless days of stress to the point its impacted my well being and an unfinished home. I need a resolution. This is not how anyone deserves to be treated to spend my hard earned money. I'm to the point I'm embarrassed I picked Empire. Please help. I can send email trails, phone logs and more photos.

  

  Business Response

  Date: 10/07/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have agreed to provide service.  We are working with the customer on what material will be needed for the service.  Once material has been finalized, we will schedule service with the customer. We appreciate the customers feedback and look forward to amicably resolving this matter. 

• Initial Complaint

  Date:09/18/2022

  Type:Product 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 company put hardwood flooring in our home in November 2021.we were told that this floor would not need to be acclimated to our home because they have a process in place that this did not need to be done.Needless to say, our flooring shrunk. we have since complained to them for the past mothes with no resolution at one point they said they would replace the floor but in order to do this correctly a contractor would have to take out cabinets, and Make numerous construction alterations. they refused to take accept blame for this at all and now are telling us that it is our fault and that they will not do anything to resolve the problems or refund our money. how can they tell us one thing and then change their mind overnight to not do anything about this.now they will not talk to us and ignore our messages.this is very unacceptable and we are in need of further information in order to pursue further legal action if this is not resolved soon

  

  Business Response

  Date: 09/29/2022

  We appreciate the customer contacting us regarding their concerns.

  We installed carpet,hardwood, and vinyl plank flooring for the customer per contract in December 2021. We provide a one (1) year labor warranty, in addition to the manufacturers product warranty.
  

  We inspected the installed hardwood and found the customer has not maintained the manufacture required relative humidity in the home. As such, the gapping is not covered by warranty.
  

  We recommend the customer address the humidity in the home; this should help the flooring close the gaps over time.

• Initial Complaint

  Date:09/18/2022

  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.

  I signed a contract for carpet from Empire on 8/27/2022 and paid the $1100 deposit. Was told I could cancel within 3 days. I grasp that part of the interaction. However, I received a job offer and am now selling the house. I do not need the carpet installed. When I called approximately a week later, I was told there was no way to get my deposit back. I really think that this is an extenuating circumstance that should have some kind of exemption!

  

  Business Response

  Date: 09/29/2022

  We appreciate the customer contacting us regarding their concerns.

  Per the customers request, the order has been canceled. We have refunded the full amount of the deposit to the original payment method.
  

  We thank the customer for considering our service.

  Customer Answer

  Date: 10/04/2022

   
  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:09/17/2022

  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.

  We purchased a whole house of Carpet from Empire Today in July 2018. Our Carpet has a lifetime warranty on among other things, 'laying flat'We noticed early 2020 the carpet in the Hallway started buckling. shortly after the Living Room area started doing the same. ***** had become to be in the forefront, and as high-risk seniors, we wanted no one in the house. I waited and contacted Empire customer service to put a claim on file I was told at that time that it would cost us money to not only stretch the carpet but to move the furniture since again as seniors we are unable to do that.I told the girl in Oct. 2020 that i would wait til Covid was more under control before letting anyone in our home, and i also explained that as Seniors on a limited income we could not afford to pay for this and if product is warrantied why would i pay for anything. The claim was filed.The dining area also started buckling terribly I called again in July 2022 to let them know that i was now comfortable getting these issues fixed. through a series of phone calls and emails which i have attached, you will see they are denying my claim as i didn't have the Carpet cleaned timely. We were in the midst of Covid. I was having no one enter my home, least of all a Carpet Cleaner for carpet not dirty. And in all the years of having carpet, NEVER have i had carpet buckle and look this bad within 2 years of installation. We paid over $3,000. and need this resolved. It is a safety issue at this point. Please help i am getting nowhere with Empire Today LLC Sincerely *********************

  

  Business Response

  Date: 10/05/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled service for October 12, 2022. We appreciate the customers feedback and look forward to amicably resolving this matter. 

• Initial Complaint

  Date:09/16/2022

  Type:Billing 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 laminate flooring installed in my home 10/12/21 The amount I paid was a $2,000 deposit with $4800 due after completion of final walk through I signed an agreement that final walk through would take place after completion of work. I work *************************************************************** prior to the completion so I could do the walk through and settle the charges. When I came home from work the installers had already left. My house was left a disaster, I had furniture damaged, my sliding glass door track was bent and couldn't even close all the way, and the work was done terribly. My baseboards were all damaged and broken in many places and the glue and caulking was all over the baseboards and walls. No one on site could speak English so we tried to communicate with *************I texted *********************** my sales manager pictures the next day, 10/13/21 and asked him if he was the person I should discuss my dissatisfaction with. He said he was the starting point. He said to give him 24 hours. ***** texted me the following the day and said the head install manger would contact that he had got me all set to get all fixed. I texted ******************* on 10/18/21 and said I hadn't heard anything and he replied your kidding! I am on it! That evening ***** texted me to see if anyone had contacted me and I said I hadn't heard from anyone. He replied Ridiculous! Ok, I am gonna yell! I'm sorry I know they spoke to me about your issues. They said it was gonna be handled. That was the last I ever heard from anyone. At that point I was ghosted. On 4/1/22 I received an invoice demanding payment. I spoke with **** on 4/14/22 regarding the issues and he assured me someone would contact me. I never heard anything, On 8/15 I received a final notice. I again contacted Empire and spoke with collections who told me to contact the project manger who doesn't answer an VM doesn't work. I called collections back today and my account went to collections!

  

  Business Response

  Date: 10/05/2022

  We appreciate the customer contacting us regarding their concerns. We have made numerous attempts to speak to the customer since the installation occurred. The customer did not notate any concerns with the completed installation on the attached Certificate of Completion. The customer has not funded the installation, The photos provided are of older baseboards that were damaged prior to our arrival. New baseboards were no contracted by the customer.  The customer has yet to us after several more correspondence efforts since filing this complaint. The customer will remain in collections and no offers of refund will be provided.  We kindly ask they return our correspondence efforts so we can amicably resolve this matter.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18037745
  
  I am rejecting this response because: I have NEVER heard back from Empire until I received an email 3 days ago from *************************, Installation Coordinator II. He requested photos which I have sent with explanation of all the issues which were originally sent to my sales representative a year ago!  
  
  Sincerely,
  
  **********************;

  

  Business Response

  Date: 10/14/2022

  We have attempted to reach the customer to discuss the installation concerns. We request the customer return our correspondence efforts. 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18037745
  
  I am rejecting this response because: This is not true. I have been in contact with a new market manager *********************** as of 10/19 that is trying to settle the case. I responded on on 10/22 that I would ********** with him today 10/24/22. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/28/2022

  We have come to an agreement with the customer. 

  Customer Answer

  Date: 11/07/2022

   
  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:09/16/2022

  Type:Product 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.

  April 2022 Empire install some floor and carpet and 3 to 4 areas of my home. The problem that I have is the the plush blue carpet that they put in my living room that is ****** . This started ****** within two weeks. I called and talked to several people about getting someone out here To my home to look at this carpet. I paid over $3000 for this particular carpet in my living room maddening. I had a problem with my stairs and The same installer ***** came out to repair Stairs at that time he took pictures of the ****** in my living room. it has taken a few more months for anyone to really take me serious or respond to my request. A lady contacted me as if she was going to send someone out to inspect the carpet called me and didnt have the schedule correct and never called me back. I have called Empire several times and complain it. this month which is September they supposed to been sending someone out on the 16th to look at the carpet they called me and let me know that they had to cancel. I end up making an appointment which is today September 16 of 2022. I got a call from the installer named ***** that reported to me that they wanted him to come back out to my home to look at the carpet per ***** conversation he told me that he didnt understand why they were sending him and not someone else to my home. ***** said he had given them the pictures ,and video that he took of the carpet and verbally said the same thing I was saying the carpet is ******. within an hour I got a call from Empire telling me that there was nothing they can do because I ran a daycare and that my living room was a high traffic area. not only do I run a daycare I live in this house so to spend $3000 for carpet to allow daycare children to mess it up thats ludicrous!! The carpet been in only 5 months .carpet should not look like this, theres other carpet in my house that do not look or feel like this carpet. I needed someone to help me. This was an investment in my home.

  

  Business Response

  Date: 09/29/2022

  We appreciate the customer contacting us regarding their concerns.

  The customer entered into a contract for residential carpet and flooring in April this year.This style of carpet is not designed for use in a daycare. We have offered to work with the customer on a product more suitable for the customers use as a business.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18037909
  
  I am rejecting this response because:
  No one has offered to work with me in any kind of way!they knew that this was a home daycare and they knew that this was a home I lived in. from day one the sales person  that came to my home knew that I was looking for quality reliable carpet $3000 ?they have not yet sent anyone out here to look at this carpet ! please respond to me with something concrete.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/13/2022

  We have spoken with the customer, and we have offered the customer to select a product for replacement. Once the customer has selected a new material, we will schedule the replacement at the convenience of the customer. If the material selected is of a higher value, the customer will be responsible to pay the price difference. 

• Initial Complaint

  Date:09/16/2022

  Type:Sales and Advertising 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.

  On Friday, 3/25/22, an Empire Today subcontractor arrived at our home to install flooring. The job was supposed to consist of replacing existing flooring (carpet and sheet vinyl) with LVP flooring on two floors of our apartment: on the 2nd floor --- 3 bedrooms with closets, a landing, a hallway, and a staircase, and on the 1st floor --- kitchen and laundry room. When the subcontractor arrived, they informed us that Empire Today had only provided them with enough material to complete half the job --- specifically, the 2nd floor. We were also told that the cost for this half of the job would be $8,452.78 and were asked to pay it up front, which we did immediately. We were happy with the completed work and were told on 3/25/22 by the *************** that the "2nd part" of the job (1st floor), priced at $4,836.00, would take place on 4/26/22 and the money would be due on that date. Paperwork was completed ("Certificate of Completion") attesting to this agreement on 3/25. We then asked to reschedule the 2nd install date from 4/26/22 to 6/20/22. As 6/20/22 approached, we contacted Empire but were told they had no record of any install for this date. Empire then randomly texted my wife on 7/1/22 stating that our install was scheduled for Tuesday, 7/5/22. We had never had a conversation with them about this and had never agreed to this date. Upon reaching out to Empire, we both spoke with ***** from the *************** on 7/1/22 (1-866-588-2307 x2042) and expressed that, because this process had dragged on for so long, what we wanted at this point was to be released from the "2nd part" of the contract (specifically, the kitchen and laundry room on our 1st floor) given the challenges in scheduling, and the concerns around COVID. ***** stated that she would speak with her supervisor and give us a call back either later that day (7/1/22) or "at the latest" on 7/5/22. We still have not heard back from ***** or anyone else.

  

  Business Response

  Date: 10/05/2022

  We appreciate the customer contacting us regarding their concerns.

  We have corrected the open balance created in error in our system. 

  The regional customer service manager left the customer a voice message and apologized to the customer.

  We thank the customer for their feedback and look forward to working with them on future home improvement projects

  Customer Answer

  Date: 10/07/2022

   
  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:09/16/2022

  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.

  Entered by H363137**3238313831H staff LO Consumer states he paid $2635.13 +$143.07. The contract total is $4000.00. The contract is for a kitchen and bathroom floor. They are coming out H33343835**3034343136H to do the kitchen floor and the bathroom floor was supposed to be done by H33343835**3034343136H but when the consumer called the business they told him they didn&#**;t have anyone to do the floor. They thought the contractor that was coming to do the kitchen floor was going to do the bathroom floor but the contactor told the consumer he does not do bathroom floors. The consumer states the business did not give him an answer about having another contractor come out.

  

  Business Response

  Date: 09/26/2022

  We appreciate the customer contacting us regarding their concerns.

  We apologize for the delays; the installation has been completed.

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

   

• Initial Complaint

  Date:09/16/2022

  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.

  We had Empire install new carpet in 3 bedrooms in 2019. I have been attempting to have warranty work done to correct poor installation for several years. I called and was told by the operator that an installer would be calling me to make an appointment for repairs. After not hearing back for several weeks to a few months, I would call again. I would told the same thing and then again wait for a call. I have called repeatedly over the past 2 years with no resolution. Finally, a few weeks ago an operator made an appointment for me. On the day of the appointment, the serviceman called to say he was on his way. I asked if he would make the repairs today or just evaluation the situation. ****************** told he was not a repairman but a salesman. He then asked for my email and sent a notice to his supervisors. I was called a few hours later by an operator named **** to say the appointment could not be kept because ****************** was experiencing car trouble. (BLATANT LIE) Someone named ******** finally called and told me that there were NO RECORDS of my repeated calls (big surprise) so they would not honor any warranty. They quoted me a price of almost $400 to correct the installation because I haven't paid to have the carpets professionally cleaned. I have no need to have them cleaned as I do not have pets or children, nor wear shoes indoors. This has been a blatant attempt to avoid honoring the warranty. The level of unprofessionalism, blatant lies, and lack of quality service is unacceptable.

  

  Business Response

  Date: 10/05/2022

  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.

  We installed the carpet in May of 2019 and the customer reported the issue to ********************** in June of 2022.

  As the carpet is outside the labor warranty, we have provided a fair and reasonable cost to service the carpet.

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18035130
  
  I am rejecting this response because: I attempted to contact the business prior to warranty expiration.  They failed to log call, respond to email, or return message.  The pandemic then hit causing a lapse in my attempts but they then resumes as soon as it was safe.  June 2022 was the first time I had reached someone who took notice NOT my first call.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/10/2022

  We have spoken to the customer and offered to service the carpet at a discounted cost to the customer.

  The customer was informed that we provide a one (1) year labor warranty with our installation.

  The customers labor warranty expired on May 8, 2020. The customer elected to not have us provide the service.

  We appreciate the customers feedback and consider this matter closed.

• Initial Complaint

  Date:09/16/2022

  Type:Product 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 hired Empire Today to out down LVP flooring in my main level of my home in Oct 2021. After about six months some of the flooring started to separate, I called and they got someone out within a few days and fixed those issues. Then a few months later (June 2022) I now have several areas of flooring separating from the other boards and some lifting. Some to the point you hit your foot on it and trip. I have called numerous times to the ************ number and left several messages, sent emails and either I do not get a call back or on two occasions I was called back with a day they would come out. When that day comes no one shows up or calls. The second return call was from a ***** who said he had ordered 5 boxes of replacement flooring and they would be out on 9/15/22 or 9/16/22 to replace the whole areas that were having issues. Well again no one has showed up or called. I have had to re-arrange my work schedule three times now, reschedule other appointments for no one to show up. I don't feel I need to make anymore payments on this flooring until someone comes out to take care of this flooring and I should be able to be reimbursed for my time.

  

  Business Response

  Date: 10/03/2022

  We appreciate the customer reaching out with their concerns.

  Service was completed on Wednesday, September 21st. 

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

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18034921
  
  I am rejecting this response because:

  It took so long to get anyone out that I still have a few pieces that are damaged. If water gets into these it will cause more damage, only pulling some flooring together is not solving anything, as this was already done once. 

  As large as this company is someone at some point could have offered some type of compensation for all my troubles, all the rescheduling and no shows. We were told by ***** at ******** office that five boxes of flooring was ordered and the area would be replaced, again lied to about services.

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

  

  Business Response

  Date: 10/13/2022

  A manager has reached out to the customer to discuss resolution. The customer has not yet responded.

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

  Customer Answer

  Date: 10/16/2022

   
  Complaint: 18034921
  
  I am rejecting this response because: I have sent photos of the flooring. One is already splitting and coming apart.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/28/2022

  We've inspected the installed flooring and service is scheduled for Wednesday, November 2nd.

  We thank the customer for their patience during this process. 

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18034921
  
  I am rejecting this response because:
  

   

  Just because something is scheduled does not mean it's done. Still waiting on flooring to be removed and replaced.

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