Complaints
This profile includes complaints for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,840 total complaints in the last 3 years.
- 495 complaints closed in the last 12 months.
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:09/12/2022
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.
Retained ET 8/1 to replace carpet in master BR w laminate **. Request itemized bill; to date haven't received. Paperwork submitted by KayF for Board approval didn't include itemized bill. Installer#1 came on 8/10 & refused to remove the bed. Hired cleaning company to remove sawdust and debris from the bed frame; disgusting. Installers didn't install underlayment I paid for & the one submitted to the Board (NO ONE TOLD ME). I was fined 20% of cost of project for installing material NOT approved by engineer prior to work being completed. ***************** agreed to reimburse $440 to my card; still waiting on refund status - lack of communication from both. Both invoices submitted. I have ********** messages confirming all.Paperwork submitted for contractor by *** did not provide an updated license for work after 8/31; which is license expiration date. Below is timeline of events & to date, waiting for itemized bills (most recent conf#: ***********). I have been deceived & lied to numerous times & one points fingers at the other from managers to installers.8/1-meet with ***** (request itemized bill)8/8-submit paperwork to building provided by *** and it is approved (with ValuStep) (request itemized bill)8/10-installation #1; refuses to move ************* states 8 items up to 200 lbs & 1 @ more than 200 lb; also said there's no cost for leveling of cement, which was an additional $100. Unacceptable finished product.8/24-installer #1 shows up to review his own work; waste of time and loss of work day 8/27-******* shows up stating she sensed installer was not being truthful & requests cleaning invoice for reimbursement 8/29-installer #2 call the day of scheduled work, they dont have material and wont be coming today. Loss of work day 9/1-installer #2 show up w/ material; no tools (leave materials behind & streak marble floor) Loss of work day 9/8-installer #2 show up w/ liquid nails (not cement) & didn't protect personal property Total refund $440+$250
Business Response
Date: 09/29/2022
We appreciate the customer contacting us regarding their concerns.
We have contacted the customer to discuss the issues surrounding the installation and processed the reimbursement for the *** fine on September 12,2022.
Our pricing is all-inclusive that includes material and labor to provide our customers with the full cost of their project at the time of sale.
We apologize for any inconvenience and thank the customer for their feedback.
Customer Answer
Date: 10/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me since what they addressed and refunded was a fine incurred by me due to their negligence and using material not approved by the *** prior to starting the job. Additionally they violated the contract since the bed was not removed and when I asked them to contact the installer they said they could not do that or provide me his name and when I asked if a subpoena is needed to get information the person abruptly ended the call stating that she cannot continue with legal words and I never heard back from anyone - these are their contractors and clearly no one wants to take responsibility. I had no idea that it was going to be a disaster to work with this company and now I am out $250 for the deep cleaning of the bed and tiles marked in pink; which I was told I was going to be reimbursed. The contractors hired by this company are careless and place material and machines directly on floor with no protection to it and personal items. The all inclusive pricing is a sham, clear and simple (Empire included an additional $100 for chipping of tile and contractor said he did not charge additionally for chipping and he did not see that note on his invoice and it is clearly stated, which is deception). Not to mention the wasted time and days for a simple bedroom project.
Sincerely,
***************************Initial Complaint
Date:09/12/2022
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 Empire Today install vinyl flooring in September 2021. In August 2022, I filed a complaint to have my kitchen floors repaired, case #***TAAU948. There were two spots where the floors were defective. An installation repair was scheduled on 8/26/22. I took the day off from work to be there. They didnt show up. I rescheduled for them to come on 9/10/22. No one showed up again. After multiple calls, I was told someone would call me today, 9/12/22. *************************** (*********************************************************** ) is my contact and he is unreachable and avoiding me. Floor contractor ********************** at ************** isnt returning my texts either. I am extremely upset that my time was wasted, I had to take time off of work that couldve been used towards a family emergency, they caused me so much stress, and they are still taking my money. I need them to fix my floors and compensate me for the stress they have put me through.Business Response
Date: 09/22/2022
We appreciate the customer contacting us regarding their concerns.
The local office has contacted the customer and the repair is scheduled for Wednesday, September 28, 2022.
Initial Complaint
Date:09/12/2022
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 am filing this complaint to warn others of what a horrible experience I had with Empire Today. Shortly over a year after purchase and installation my carpet started to buckle and wave in every room. There is very low foot traffic in this house so it took that long to happen. I got absolutely no support from them other than basically too bad its past your year warranty. Well it got worse to the point of being dangerous. I have carpeted a lot of houses and I have never seen anything like this. The ocean in every room. I called again and this time was not so nice. Eventually somebody called me back but I was out of town. When I tried returning the phone calls he never call me back again. I finally hired an outside company to resolve this problem. A very expensive endeavor. This was the worst experience I have EVER had as a consumer. Someone may think theyre getting a great deal in the beginning Just wait.. remember the saying You get what you pay forBusiness Response
Date: 09/30/2022
We appreciate the customer contacting us regarding their concerns.
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 October 16, 2018.
The customer elected to not have us provide the service.
We appreciate the customers feedback and consider this matter closed.
Initial Complaint
Date:09/12/2022
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.
In March 2022 we had empire install what was advertised as the worlds quietest floor at the cost of 11k. Within days we noticed the floor began to sound hollow. I took a 6 level and discovered there were huge differences in the level. We contacted empire who sent the original installer back to inspect, and also suggested we have an independent floor guy look to see what it would take to repair. The empire installer left and said we would be contacted. The independent floor contractor said the engineered floor was installed over a floor that was not level. We waited weeks and heard nothing. We called the salesman to request assistance and he said he would work it from the inside. After our Granddaughter tripped and fell on one of the thresholds that had a huge gap, we decided to have the floor demolished and installed correctly. I called empire to let them know we were tearing the floor out in a few weeks (aug.8th) and they said they would call us back. On august 8th the independent floor guy demolished the floor and we received an email on aug 10th From the installer manager wanting to come look at the floor. I replied he was too late and told him he should have been aware of the floor flatness requirements for engineered ******** install. Our new contractor used 9 bags of nova plain leveling compound and grind some areas to make the substrate suitable for the new floor. I am including a few pictures of the 1 out of level the substrate was and some of the leveling they had to do. Im not sure why empire did not level the floor to code (3/16 in 10 radius).Business Response
Date: 10/05/2022
We appreciate the customer contacting us regarding their concerns. We have spoken to the customer. The customer removed the installed ******************** before Empire could conduct a thorough assessment of the installation. We have denied the customers warranty claim as we were not afforded the opportunity to validate the level of flatness of the subfloor prior to the customer having the floor removed.Customer Answer
Date: 10/08/2022
Complaint: 18014244
I am rejecting this response because:
They obviously didnt read the complaint very well. The installer came out and he was shown the flatness and the hollow sounding areas. We never heard anything back. The salesman was also shown the problems.Empire was advised with more than ample time that the floor was going to be removed and did nothing.
we are not requesting a warranty claim. The floor was simply installed without regard to code.
I am enclosing the original pictures that were sent to empire of the floor before it was removed.
there are substrate standards that must be met before installing the floor but they put it down anyway.
We paid a lot of money and have zero to show for it.
Sincerely,
*************************Business Response
Date: 10/14/2022
We have attempted to reach the customer to discuss their concerns further and come to an amicable settlement in the matter.Customer Answer
Date: 10/19/2022
Complaint: 18014244
I am rejecting this response because: There has been no offer.
because of the time limit to respond, I can provide the email I sent the installation manager *************************** at a later timeAdditionally we have not received any such contact either by phone, text, email, or in person contact.
I have however provided contact information to them multiple times. For the record my email is **************** my phone is ************. My wife is ************************** and her phone is ************.
Please have them call or email as we are looking forward to resolution of this matter. I wont be discussing any further steps until they reply.
Sincerely,
*************************Business Response
Date: 10/31/2022
We appreciate the customer contacting us regarding their concerns. We have made multiple attempts to contact the customer to review their complaint, but the customer has not returned our correspondence. We appreciate the customers feedback and look forward to amicably resolving this matter.Customer Answer
Date: 11/02/2022
Complaint: 18014244
I am rejecting this response because:the message is inaccurate
We were in contact with them on Monday and believed we had reached an agreement. They have not yet sent ** the settlement agreement to sign and its for that reason I am rejecting the response
Sincerely,
*************************Business Response
Date: 11/14/2022
We appreciate the customer contacting us regarding their concerns. We have communicated with the customer and come to an agreement on the matter. We have sent the appropriate documentation to capture the agreement. Once the signed documentation has been received, we will proceed as agreed. We look forward to amicably resolving this matter.Customer Answer
Date: 11/23/2022
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.
And I would like to thank Empire for working towards an equitable solution
Sincerely,
*****************Initial Complaint
Date:09/12/2022
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.
Our Vinyl floor was installed in October of 2019. The salesman at that time told us there was a lifetime warranty on the floor. Now the floor is peeling and Empire wants to charge me $150 to make a report to file with the manufacturer so THEY can determine it's our fault or not.Business Response
Date: 09/29/2022
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.
This complaint has been forwarded to the manufacturer for review for claims under warranty.Please be advised this process is currently taking up to eight (8) weeks for the manufacturer to reply.
We apologize for any inconvenience and thank the customer for their patience.
Customer Answer
Date: 10/04/2022
Complaint: 18015362
I am rejecting this response because:When I bought this floor their salesman said it came with a lifetime warranty. Not that the manufacturer would warranty it. Then, when I submitted the claim, their representative said ti would take 2 weeks for a response. Then after 2 weeks, she said 30 to 60 days. There has been no determination yet so there cannot be a conclusion.
Sincerely,
*********************Business Response
Date: 10/10/2022
We have contacted the customer and provided results of the claim.
The manufacturer has determined the damage is site related and not covered under warranty.
Customer Answer
Date: 10/11/2022
Complaint: 18015362
I am rejecting this response because: ************ has used deceptive business practices. They promised me a lifetime warranty. They promised that they would keep at least some of our floor in stock in case thee needed to be a repair. When we asked about protecting the floor around the desks, the salesman told us the mats were unnecessary. They claimed that their floors are far superior to others. As a result, we spent much more on this floor than we otherwise would.Now that the floor is damaged, they have changed their tune. The first thing they told us was that they no longer had our floor in stock. They they told us the warrantee was only for one year. They tried to charge us to submit a claim to the manufacturer. The manufacturer won't honor the warrantee. So now we have a damaged floor. The installer that said they would take care of us has turned their back on us. The manufacturer has no allegiance to us. ************ lied to us every step of the way. I am not satisfied. I will not be satisfied until they come here and replace what they originally promised to replace.
Sincerely,
*********************Initial Complaint
Date:09/12/2022
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.
8/27 A salesman from Empire today came to my home and we chose a vinyl tile color. On the day of installation, they came while I was at work and did the installation. They installed an entirely different tile and then told me that is what I chose. They broke trim and did not fix it they left unven areas and it was pointed out however they did no repair. I took a photo of the sample tile in my home and they installed an entirely different title and told me it was too bad that I was stuck with. I took a photo of the sample and its name on the day they came to my home. Yet they insist that's the one they put down only they have different names on their website. I want them to replace the floors with the tile I chose. Empire Today is not providing any assistance I have proof of the floor I chose and its not what they put in my home. I will attach the sample in my house the same floor on their website and what I got its pretty clear that they are not the same.Business Response
Date: 10/03/2022
We appreciate the customer contacting us regarding their concerns.
The customer contracted for vinyl tile instillation with Options style flooring in color white.We verify the flooring with the adult onsite the day of installation prior to starting work.
Weve left several messages for schedule a time to review the installed flooring to the sample board. We look forward to speaking with the customer.Customer Answer
Date: 10/05/2022
Complaint: 17896855
I am rejecting this response because:
Sincerely,
***************************The adult in the house was only here to let them in he had no idea what color tile was selected or agreed-upon. These people treat their customers very unprofessionally. *** had to have a contractor come give an estimate to repair the mess that was made out of my house. No attempts have been made to contact me. The person on the contract and the person paying which was myself was never shown a sample tile before it was placed down on the floor in my home and it does not match what I was shown the day of the visit from the salesman. I took pictures of the samples when he was in my home and a side-by-side comparison will show its very clear they are not the same tile. I cant believe anybody would talk to a customer the way these people have chosen to speak to people very rude. Again no one has reached out to me in any effort to make this right or to repair the damage as they caused.
Business Response
Date: 10/13/2022
The contracted the *** flooring was the material installed. Per the contract the responsible adult present at the time of installation is responsible to verify the product for style and color as well as the areas to be installed.To install a different color of *** flooring would require full replacement. This can be conducted at a cost to the customer.Initial Complaint
Date:09/11/2022
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 laminate floors installed by Empire. I also purchased the extended warranty. After what appears to be an installation problem attempted to file a warranty claim. After three weeks of talking to multiple people my claim was denied. Nobody ever cam and looked at the problem but instead it was denied twice over the phone.Business Response
Date: 09/22/2022
We appreciate the customer calling us regarding their concerns.
We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. The vinyl plank flooring was installed in March 2021.
The customer purchased an extended service plan which is handled by a third-party administrator. The claim was submitted to the third-party, but was declined. Since the customer's labor warranty has expired, a quote was provided for the repair.We apologize for any inconvenience and thank the customer for their feedback.
Initial Complaint
Date:09/10/2022
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 contracted with Empire Today to install floors and baseboards. The only installed floors and stated the baseboards were out of stock. We purchase this on 5/2/2022 it is now September and they have yet to complete the job. I have called numerous times. They have scheduled with me twice to come, when they show up they state they are here for repairs not installations. They come with no materials. This happened in August and today 9/10/2022. All they do over the phone is say they will open up a ticket but the results are the same. We have already started paying for both floors and baseboards with interest and the job isn't complete.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.Initial Complaint
Date:09/10/2022
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.
Installed flooring wrong, didnt finish the job under cabinets had three inspections to have it fixed and they never followed through, now I want the floors out of my home since theyre destroyed and Im not paying for them. Theyre threatening me with a collection agency. Theyve had almost a year to rectify this and I filed a co Plaint with them a week after install.Business Response
Date: 09/22/2022
We appreciate the customer contacting us regarding their concerns.
The ************************* Manager contacted the customer and resolved the matter amicably.
Initial Complaint
Date:09/09/2022
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.
Flooring was installed on July 5 - They charged us a ridiculous amount of money and then provided a substandard product! They won't honor their warranty and fix the scratches and divots in our floors claiming we did the damage. Why would I damage my own floor?? I only use this room for my office and certainly don't wear shoes that could cause this type of damage. When I suggested that their installers did the damage when putting the furniture back, they said no they couldn't have. Why because they weren't there to see it happen or because they don't want to pay to fix the floor! The customer service people are rude and condescending.Business Response
Date: 09/26/2022
We appreciate the customer contacting us regarding their concerns.
Service was completed to change out the boards.
We apologize for the inconvenience and thank the customer for their feedback.
Customer Answer
Date: 09/26/2022
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,
***************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.