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
- 1,839 total complaints in the last 3 years.
- 496 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:09/15/2022
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.
Transaction Date: 04/21/2021 Deposit: $2,275.63, Final Payment: $5,999.37, Total: $8,275.00 Empire's Commitment: "Empire promises to perform all work in a professional manner and within industry standards."Nature of Dispute: Failure to perform work within industry standards. As per pictures provided, I questioned the stair/loft nose installation as to the use of nails. I was told this is how it's done. The pictures show nails randomly installed and protruding from the stair/loft nose. The caulking was poorly applied and is currently separating. Additionally, three room floor transitions were also nailed down with no tracks underneath. The other was glued. How am I to replace the flooring in those rooms without destroying the transitions? The workers also failed to remove all of the built-up subflooring in the kitchen. Instead, they put down a floor leveler onto the two kitchen entrances and now the procedure has caused two floor planks to break in one entrance. I don't know much about installing vinyl floor planking and left it to the professionals. I feel I was taken advantage of. I had a floor expert look at the installation and was told the stair/loft nose and room transitions were completed improperly.Business Resolution: The one-year warranty had expired when cracks appeared in the one kitchen entrance but did call to see if Empire could help. For an additional $800+ they could. Pretty steep for two planks. Asked if I could buy a box and do it myself but they said they can't do that or provide any information as to how I can obtain planks myself and after further discussion they hung up on me: twice. Now we have lived with the improper installation for a year now but after speaking with customer service and being hung up on I feel something more is now required. Install stair/loft nose per industry standards, install tracks under room transitions and replace broken planks. Account/order/tracking #: Contractor #: CT-21-*****.
Business Response
Date: 10/03/2022
Service was completed as agreed. We thank the customer for their feedback.Customer Answer
Date: 10/17/2022
Complaint: 18031961
I am rejecting this response because:
To Whom it may concern,Empire reached out to us to make necessary repairs and did come out to do such. However, on the first day the contractors came out and perform some of the repairs but did not arrive with all the materials required to complete the repairs. They called their supervisor (I presumed) to order the remaining materials to complete the task and that it would take a week to order them. The materials needed was loft nose for the upper step and stair nose for the remaining five steps that still have nails in them. I confirmed that with the contractor and he said yes. A week later they arrived back to complete the repairs. They demanded payment before starting work. They told me after receiving payment that they only brought the loft nose but no stair nose. I asked about the stair nose and they said no. They quickly installed the loft nose and then left quickly before I could inquire about the stair nose again. I waited for a response (a week now) from the company for status of repairs but none as of yet since repairs occurred right before a weekend. Just giving them time and opportunity to communicate with the contractor and to get the stair nose to complete the repairs. No response as of this email. As it stands the stair nose (five stairs) has not been completed. Im hoping that they didnt just collect the money and forget to complete the remaining repairs, but its looking like thats exactly what they did.On another note, after talking with this contractor he informed me (just as the first contractor did) that no one likes to come to ******** to work because its too far to travel. Which leads me to believe that attitude drives poor workmanship. Apparently they only care about payment and not quality workmanship and customer satisfaction.
Sincerely,***** & *******************
Business Response
Date: 10/21/2022
We appreciate the customer contacting us regarding their concerns.
We regret the customer is disappointed with the service. The local office has left messages for the customer to discuss their concerns.
Customer Answer
Date: 10/26/2022
Complaint: 18031961
I am rejecting this response because: Empire has not completed all the stairs as agreed. They only repaired the top eight steps but did not bring enough material for the bottom five. Empire has reached out and scheduled a 3 November date to complete the repairs. We now wait until then.
Sincerely,
***** & *******************Initial Complaint
Date:09/15/2022
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.
On 8/30/22, I purchased vinyl plank flooring for $11,999.00 for 2 rooms , stairway and hallway & to replace carpeting. I had to pay prior to installation. Empire sent workers on September 1,2, 2022 and the workers removed the door to my linen closet to remove carpeting inside the linen closet and replace with vinyl plank flooring. I was assured by the workers that they will reinstall linen cliset door. After installation, the workers proped the door against the linen closet and almost fell on me when I opened it. I called empire today on September 2 and Sept 6 to report the linen closet door issue. I was advised each time by customer service that someone will contact me within 2 business days and come out to re-install my linen closet door. As of 9/8/22, no one has contacted me and no attempts were made by empire today to resolve the issue. I want my linen closet door reattached just as the workers for empire today found it prior to removing entire door. Response requested. Thanks in advanceBusiness Response
Date: 10/03/2022
We appreciate the customer contacting us regarding their concerns.
The customer needed to reschedule a service appointment that was scheduled for Thursday September 29th.
We look forwarding to hearing back from the customer with a new date for service and anticipate a positive outcome.
Initial Complaint
Date:09/15/2022
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.
The Month of August and September 2022. I have called several times to get Empire to come out and look at my Laminate flooring that is separating. I did talk to a person in August who looked for every excuse to void the warranty. She said she would send someone out but never did because I was irritated with her trying to void warranty. My wife has called several times to resolve the problem and has gotten a voicemail several times without a return call. We paid cash for the flooring based on a supposed good warranty. I feel that Empire is not a reputable company.Business Response
Date: 09/29/2022
We appreciate the customer contacting us regarding their concerns.
The local office has left voicemail for the customer to discuss their concerns. We look forward to speaking with the customer.
Customer Answer
Date: 12/06/2022
Hello there. I am writing to you for help because empire has not fixed my floor yet. I contacted them just before the year warranty was up so that they could come and repair the floor. I am very frustrated that I have not heard from anyone and my wife has called several times to get it fixed. They have told her that it is covered under warranty. It is now December when we started this process back in September. Please help.Business Response
Date: 12/09/2022
We appreciate the customer contacting us regarding their concerns. We will contact the customer to schedule the approved service. Once the customer has been contacted we will schedule the service at a mutually convenient time for both parties. We look forward to amicably resolving this matter.Customer Answer
Date: 12/19/2022
Complaint: 18031943
I am rejecting this response because:Hello. I have not been contacted yet from empire. The issue has not been resolved and they have ghosted us. If I could have corporate headquarters, call us that would be great. My wifes name is ******* and her phone number is ************ thank you.
Sincerely,
***************************Business Response
Date: 12/22/2022
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the completion of the assessment is scheduled for January 3, 2023. 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: 12/22/2022
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:09/15/2022
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 carpet installed in early July by Empire; At the sales meeting at purchase, we made salesman aware of marriage line in floor in our house. He assured us that the line would be treated with ProPatch so that the marriage line seam would not show through once carpet was laid. I call the *** 3 times prior to install to make sure that ProPatch application was on our order. They assured me it was. Installers arrived and acted as though they did not know what the product was. I told them job cannot go forward. They then magically found a bag of patch in their van. They only applied to a portion of the line. They laid the carpet. I noticed the marriage line appearing. I read that the seam would flatten after vacuuming and some time passed. On 7/19 I emailed the company, they agreed it would flatten. It has not. I have sent several emails and left several voicemails. No one will return my calls. At one point, they said via email that they would have the contractor call me. I have not received a call from anyone. I would like the error repaired.Business Response
Date: 10/04/2022
We appreciate the customer contacting us regarding their concerns.
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.
We look forward to hearing from the customer and resolving this matter amicably
Initial Complaint
Date:09/15/2022
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.
Contract was signed on 8/30/22. Wasn't able to get next day service . I wanted to get laminate floor done last and carpet first for all 3 bedrooms. That way I didn't have furniture and dust all over my new floor. I received a call carpet couldn't complete the job till 9/9/2022. So I agree for installation to be 9/9/22 for carpet and laminate on 9/10. Receive call on 9/3 from empire confirming work and dollar amount. I told empire that was not the dollar amount agreed upon and I wasn't agreeing to installation for that price. Empire said $8773.35 and the agreed amount was $ *******. Empire stated I would have to call the salesperson and work it out with them. When carpet guys arrived Friday at 2 pm he informed me that he doesn't have enough carpet to complete my order. I told him that was unacceptable and he needed to call his supervisor. He apologized and said I have been calling here and leaving her messages with no response. I called **** person left message. I called empire and spoke with ********* and she stated she would have a manager call me back. I called and spoke with ******* and she said she will have a installation manager call me back. I called back to empire again because no call back at 4:15 and she said all managers were gone for the day. I also left an email for customer support. I called Saturday morning and spoke to *** at 11:11 and asked was I scheduled for installation today she said yes for carpet shortages and laminate flooring. I called back at 4:14 pm spoke with ******* who called Haverea installation manager and he told her to tell me that the ************ would be contacting me. As of now no one has contacted me In regards to the carpet shortage on their behalf and leave at my daughter's room with no carpet whatsoever. I have called numerous times Empire And attempted to reach a manager or supervisor and I have been unable to. I can't even speak to someone about my concerns or issues. I expected more from Empire today.Business Response
Date: 09/26/2022
We appreciate the customer contacting us regarding their concerns.
The installation was completed on Friday, September 24th.
We sincerely apologize for the inconvenience and thank the customer for their feedback.
Customer Answer
Date: 09/26/2022
Complaint: 18029053
I am rejecting this response because:this is the first I have heard anything from the company. My job was not complete on time but a month later I feel that I should be Compensated for my inconvenience and my contact not being completed in the time frame that my contract was written upon. I had to wait almost a month for complete installation which is ridiculous. Empire says next day installation and I was flexible with that and then my job was not completed till over weeks later. I was not called by company even after multiple emails and calls to customer service and several references numbers and if it wasnt for BBB I would have never gotten a response
Sincerely,
***********************Business Response
Date: 10/03/2022
A supervisor has attempted to reach the customer to discuss their request.
The customer has not yet responded, but we anticipate resolving this matter amicably.
Initial Complaint
Date:09/14/2022
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.
They cancelled 2times. Were supposed to call in the morning to give an ETA but didn't. Will not refund my deposit.Business Response
Date: 09/28/2022
Per the customers request,the order has been canceled. The customer has been refunded the full amount of the deposit to the original payment method.
We thank the customer for considering our service.Initial Complaint
Date:09/14/2022
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.
Empire Today has been a horrible, horrible experience for us. This was our first carpet purchase ever as homeowners. The original installation a year ago had issues in our living room, and months later the same installers came out to fix it, and now we're having more issues where the carpet bubbles up and needs re-stretched in several areas. It looks worse than our 10 year old carpet we had them replace. In July 2022, I filed a warranty service request to restretch. 7/15/22 a customer service rep gave us our Ticket #. The installers never showed up on 8/8/22, and called us and told us they were on their way, then never showed up. I requested them to come out again, but I specifically asked to NOT use the same installers as last time, I did not want their work redone, they had botched it twice. I was told on 8/17/22 I would be given new available dates. On 8/31/22 I was informed the service rep had been out sick, so I wished her well and asked for an update. Then I was told install warranty is suddenly expired, and now they have to contact ESP and file with Centricity. So I wait another week and finally I ask for an update again, and on 9/8/22 I am told the rep will contact ESP Claims and ask for my ticket number. No reply for days again, I email twice more, then finally on 9/14/22 I am told ESP Claims is backed up, and I am personally bashing the service rep when I have been messaging Empire on ********* which is untrue. I complained about Empire's product, their installers, and the customer experience when trying to fix the product. The rep even said she's just one person and overworked, which is another strike against Empire. At this point, I want two things to resolve this issue. I want the carpet fixed or replaced entirely, and I want a discount of ***** because of this horrible experience, that is what is still owed and I keep paying on a product, service, and company that has been a terrible experience.Business Response
Date: 10/03/2022
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.Customer Answer
Date: 10/10/2022
Complaint: 18024780
I am rejecting this response because: I got them finally scheduled to come out after weeks of runaround but I would like a partial refund or discount on the product we paid thousands of dollars for that continues to have issues and requires fixing.
Sincerely,
*******************************Business Response
Date: 10/14/2022
We have spoken with the customer, and they are going to obtain the material needed and service will be scheduled once the material has been appropriated.Customer Answer
Date: 10/18/2022
Complaint: 18024780
I am rejecting this response because:Empire finally came out and fixed the carpet issue, but we still have another issue in the master bedroom with the carpet coming up off the floor now. I will reach out to ***** to schedule another visit.
The other pending issue is I am extremely dissatisfied with the product in general. We paid over ***** for this carpet. It has been giving us issues since day 1, along with the very challenging, very frustrating quality of service in getting these issues resolved. We had selected Empire over some other company quotes because our sales rep ensured us of not only a smooth service process if we ever had issues, but also a high quality product, which is not what we've gotten in both situations. I want nothing for free, but I would like a 20% discount credited to our Fortiva financing taken off of the original purchase price. I don't think that is an unreasonable request based on the poor quality of the carpet, the repeat issues we've had with it, and the chaos and inconvenience of the process of even getting the carpet repaired.
Sincerely,
*******************************Initial Complaint
Date:09/13/2022
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 just had new floors installed by Empire less than 3 weeks ago. The floors look good, but I have a list of concerns that still have yet to be addressed. The difference in height between my tile flooring and this new flooring was never discussed. I am waiting for the original installer to put in something he refers to as a transition strip which he says will make this less noticeable. He has made a few attempts to come to install but so far those times haven't worked for me and now he isn't checking back. On top of this (which is small), my bigger issue is that all of the baseboard was ripped off. I was promised new baseboard as part of the package I ordered but the installer knew nothing about this and has never follow up with more information. He also chipped my toilet during the install, put my bed back together but didn't plug it back in and I cannot reach the cord, left my windows wide open after he left for the day with no regard to my a/c bill. There are a few others things that I won't keep listing on here, but Empire has my list AND my photos showing the issues/damage. I received two calls from their service team asking how my install went. I called back the first person - twice - they have still never returned my call. I called Empire directly and got a lovely woman who asked me to document my issues and send photos and now is also not responding now. I left another message today. WHY did I spend so much money and cannot get a call back from this company. Highly unprofessional and in the midst of all this another service call check in from someone generically asking how my install went (clearly did read or else did not have access to my issues). Empire ~ Call me today and FIX THIS! You charged me too much money for me to have to **** you down to get things resolved.Business Response
Date: 09/20/2022
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and completed service of the installation. We appreciate the customers feedback and consider this matter resolved.Customer Answer
Date: 09/22/2022
Complaint: 18022527
I am rejecting this response because:
Nothing has been resolved so this businesss response is dishonest. I did receive a call last week and was told someone would come to the house to address every issue reported. No one came or called. The original installer reached out on Monday, 9/19 and will be coming by to install the missing base boards and transition but none of my other issues were addressed. Additionally, I was told last week they would be discounting the cost of services due to the issues and the extended time it is taking to get them addressed but no one has reached out since to resolve this either.
I am concerned that this business feels this issue has been resolved. Beyond two phone calls, no issues have still been addressed as of today, 9/22.
Sincerely,
*******************************Business Response
Date: 09/30/2022
We have contacted the customer and requested she provide a list of what is unfinished as well as provide photos of the service needed. We are awaiting this information so we may schedule the required service.Initial Complaint
Date:09/13/2022
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.
After purchasing flooring and installation from Empire Today, LLC, including the extended no hassle warranty, I discovered the day after the install that one of the hardwood floor seams is broken, and the floor board depresses when walked on. I called to request the repair (as well as changing out the trim boards) making it clear that there was no material left by the original installers. When they arrived, they were not provided materials to make the repair. I scheduled them to return to do so, but after scheduling the appointment, they did not call or show up on the scheduled date. I called and rescheduled again, and they apologized and rescheduled again, only to have another no call no show. I call furious and was reassured on 9/9 for a third time that they would be here on 9/13 to complete the repair, only to have no one show again. The resolution I'm seeking is at this point repair of the installer/manufacture defect of the original install, and credits for the multiple days of work missed waiting on the scheduled appointments that the installers never showed up or even called to complete. I called Corporate to try to resolve with a manager, and was told that a message and email was sent and that they would reach back out. Who will right this floor installation, and who will pay me for my missed time at work?Business Response
Date: 09/29/2022
We appreciate the customer contacting us regarding their concerns.
Service was completed on Tuesday, September 20th.
We apologize for any inconvenience and thank the customer for reaching out with their feedback.
Initial Complaint
Date:09/13/2022
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 purchased Luxury vinyl flooring about 1.5 years ago. At the time of the sale we were told it was an upgrade. We had terrible issues with the product and the installation. It was damaged including the baseboards, they damaged the carpet and lost a heat register. After many complaints and a manager coming out they agreed to replace it. Since they had to replace the whole floor we asked if we could upgrade. Ironically the upgrade was one that we were told when we first purchased was not. We paid an additional **** but they did not repair the carpet or replace the heat register. The second floor looked great but then it also started to separate. They came out , hammered together and glued, and again it separated now to the point that some areas are 1/4 - 1/2 inches and the boards move when walking on them. Keep in mind every time they come to repair they do not come with enough product so have to come back - only by me calling to try and get an appointment. I was told that the warranty was one year from the last repair. We have had the whole first floor torn up twice and this last time the workers said it would be half the the flooring. They took pictures, I have sent pictures and left messages.Today I finally got a message that they didn't get the pictures - When checking They gave an incorrect email. I resent. The upsetting thing is that in the message she said the pictures would be sent to the vendor ( I thought they were) and a decision would be made on the next steps. If this floor is not repaired we will need to pay again to have it repaired or replaced. As of right now we owe ***** to ***** Fargo for this flooring and are making monthly payments on a floor that is falling apart. I would like it repaired for final time. or a refund on what we have paid so far so we can have it repaired or replaced by a different company. Pictures I have supplied are of the second floor that we now have.Business Response
Date: 09/28/2022
We appreciate the customer contacting us regarding their concerns.
The local office has left messages for the customer to schedule warranty service. We look forward to speaking with the customer.
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