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

  200 Elm St North Haven, CT 06473

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today LLC - Washington DC

  7760 Doane Dr Ste 135 Manassas, VA 20109

  
• 

  Empire Today LLC

  10475 Fortune Pkwy Bldg 200 Jacksonville, FL 32256

  

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:09/09/2022

  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 have recently called to get an estimate on flooring when the gentleman came by he only had three books to show us I picked out a flooring that I like and he told me that this has a 25-year warranty and told me to take a picture on scratches and imperfections he said they were going to tear down my tile, level the floor, and install a underlayment under the floor and then put the flooring on. When they came by they tore the tile up and all they did was swept the floor a little bit and lay down the flooring. 2 weeks later the floor had a seam in it I called they came by they hit it with a rubber mallet and glue and then left. Then it got worse I called the company told him about the floor and the fact that it has scratches on it and they told me they cannot cover the warranty because it's not scratch proof and scratch resistant I told the company your salesperson told me that if it's scratches they want you for 25 years and had me take a picture so there's something inspector you took pictures and said that the locks and the flooring are broken and the floor in the kitchen is not level I called them up I said you guys installed the flooring without the underlayment the lady said from the company I'm sorry I should have put down the underlayment and then the flooring but we can't do anything about the scratches cuz it's not covering the warranty and you have to level your floor we cannot cover that either now I hear I am paying monthly for this flooring and it's gotten worse. They said they would come by and rip up the floor but I have to get a contractor the love of my floor which is not a big dip. On top of that you could hear crunching because it did not sweep up the floor very well. I told the lady if you guys would have seen the floor unleveled first with rolling a ball on the floor where was tiled and told me it's not level that would have said no.

  

  Business Response

  Date: 09/27/2022

  We appreciate the customer contacting us regarding their concerns.

  We have reached an amicable resolution with the customer, service will be arranged at the customer's direction.

  We apologize for the inconvenience and thank the customer for reaching out with their feedback.

   

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18003273
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** I am having a lot of problems trying to find somebody to level the floor nobody's going to do it and all the other people are only doing leveling concrete I think it's ridiculous that I have to sit here and make phone calls and find out who can love on my floor when all they had to do was throw pair of marbles down to make sure that the floors level before they rip it up.

   

  
  

  

  Business Response

  Date: 10/13/2022

  We are sorry the customer is having trouble locating a general contractor to level the subfloor. Unfortunately, this is out of the scope of what we are able to perform.

  We are committed to replace the customer's ******************** when the subfloor is addressed and understand the delay. 

  Customer Answer

  Date: 10/15/2022

   
  Complaint: 18003273
  
  I am rejecting this response because:I think it would be nice for the company who is making me go through this while still paying for the loan to reimburse me for the money I will pay the level of floor. I did not ask for this to happen the job should have been done right first time especially when it comes to cleaning up and not leaving dust under the new floor. And then give me a good deal because they removed the luan that was supposed to be installed because if it's not a voice to warranty.
  I 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/09/2022

  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.

  In August of 2020, Empire Today replaced my kitchen floor. Within six weeks of the installation, I contacted them and advised that the floor was uneven and certain tiles were lifting and buckling on the floor. Two repair persons came out and replaced the loose tiles. Six months later, these tiles and others continued to snap out of place causing a trip hazard. I contacted the company and left several messages. Unfortunately in 2021, we faced an unfortunate sudden death of a family member and I needed to divert my attention to that matter. In April of 2022, I reached out to Empire Today to follow up on my claim in later 2021 about the floor. I was advised that at a cost to me of $200, two inspectors would do an in-person review of the floor. Two persons came out and advised that they clearly saw the problem, would submit a report and the company would get back with me. I had several subsequent conversations with Ms. **** and the customer service representative who advised that the inspector's report was unclear. but they were checking with the manufacturer and the resolution would take six to eight weeks. After numerous calls, emails and direct calls to the corporate office (all of which can be documented), I was told that in August (more than six to eight weeks after the initial call), two more inspectors would come out to view the damage. Both inspectors pulled up the tile (causing more of a hazard but also pointing out the faulty installation and advised that the entire floor would be replaced). I followed up a week later to Ms. **** and her supervisor. Her supervisor, ***************************, advised that he would check with the warranty and it would take six to week additional weeks. We are now at more than 16 weeks with no resolution in sight. I request that Empire Today replace the floor to eliminate the trip hazard and improper installation of my floor or provide a full refund of the initial installation and the inspection fee.

  

  Business Response

  Date: 09/26/2022

  We appreciate the customer contacting us regarding their concerns.

  A manager contacted the customer and service is arranged for Thursday, September 29th.

  We thank the customer for their feedback and look forward to a positive outcome.

• Initial Complaint

  Date:09/09/2022

  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 received services from the company 6/30/2022. In the contract the pricing included removing the existing floor and replacing the floor as well as a warranty that I have asked to be removed. Upon installation I witness the installer placing the new flooring over the old and not removing the existing floor. When brought to the company's attention they sent someone out to inspect and they told me that if the flooring was not removed then it would be raised and then went into the bathroom (in which they did not do any flooring or work at all) to compare stating it looked as if it were removed. Again, they did nothing to the flooring in the bathroom. They also had flooring left over and upon talking to the manager I was told that I would get a refund on the extra flooring. When the service employee came out he refused to take them stating I would not get a refund. I then told him the manager said he would refund the tiles and to take them. He took the tiles and I did not receive the refund. I was not compensated for the flooring that was not removed as well. when talking to the manager again he proceeded to talk to me as if was not able to understand due to my age (91) and asked to speak to my daughter verbalizing that she could understand what he was telling me. At that time the he refused to bring back the flooring that was taken from me as well as giving me a unit price for the flooring that I paid for upon installation. After repeatedly talking to the manager and "*****" the representative he sent to evaluate the work there has been no resolution in the matter.

  

  Business Response

  Date: 09/27/2022

  We appreciate the customer contacting us regarding their concerns.

  The amount due for the take up that was not completed was $64.25 and $446.96 is due for the unused material that was left behind. A total of $511.21 will be removed from the customer's open balance.

  We apologize for any inconvenience and thank the customer for sharing their experience.

• Initial Complaint

  Date:09/09/2022

  Type:Order 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 called Empire today to request a quote for a runner installation and on the 07/27/2022 a sales guy was dispatched. We discussed color and type of carpets; as well as, lenght and type of installation needed which was a runner from the top of the stairs leading to the living and dining room binded on both sides. A deposit of $125 USD was paid and the job was schedule for 08/29/22. When the 1st installers arrived he informed me that the carpets was not cut and that the worksheet did not state binder.The installer called his direct manager who then tried to convince me that the work not being completed on that day was my fault because I did not include binder on the contract that I signed. An argument insued, I explained to him that I am not an employee of the company and I am not familiar with their contract descriptions or what is expected to be included or not on their contracts then I hung up. I called back customer service and asked for my case to be expedited. The person who I spoke to took all of the relevant information pertaining to job requested and supposedly updated the notes on my account and the *** was rescheduled for the 3rd of September 2022. When the installers arrive today again the runner was not cut it was not binded and the installation could not be done for a second time because again it is not on the work order which should have been updated last week based on my conversation with the senior representative. Now I am left without a runner or a solution to have the job completed today. I requested my deposit be returned on 4 occasions and was informed that I only had a three day window subsequent to signing the contract to be able to make the cancelation and they are refusing to give me back my deposit because they also said that the deposit has nothing to do with their service or whether they completed the job or not according to the company's policy.

  

  Business Response

  Date: 09/20/2022

  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.

  Customer Answer

  Date: 09/20/2022

   
  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:09/08/2022

  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 spent over $11,000 on laminate floors with empire, because it came with a lifetime warranty we were told. We were told by the sales rep and the installers that if any piece of the material came up we could call with no charge to get it place back on. We were told that was included into the lifetime warranty. We would have went with hardware floors if the lifetime guaranteed was not true. I call and spoke to empire they wanted to charge $150 to come out and replace it. I spoke to a supervisor And they stated there was nothing he could do

  

  Business Response

  Date: 09/26/2022

  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 January 21, 2020.

  The customer service manager offered a discounted service as a good will gesture.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17935267
  
  I am rejecting this response because: one of the reason we bought and went with Empire is because of what the installers and sells man told us as we triple checked on service being provided. The company did not want to honor what they sold, therefore leaving customer with no maintenance done on orders $12,000 plus. They tried to make it seem as if they were helping but reducing the cost of what they wanted me to pay extra but never address what was sold to me. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/04/2022

  We appreciate the customer contacting us regarding their concerns.

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

  Our warranties are documented on our website for the customer's review.

  We will honor the discounted service for 30 days from this posting.

• Initial Complaint

  Date:09/08/2022

  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.

  The installers of empire today LLC came to tear up old floor board(due to previous water damage/mitigation) and install vinyl flooring in my master bathroom. When I got home I noticed that my floor was still warped and the toilet was leaking, furthermore the toilet leaked through the supposedly repairedfloor to my living room downstairs. But the biggest issue is that I have not heard back from anyone at empire today llc sense I made this complaint.

  

  Business Response

  Date: 09/23/2022

  We appreciate the customer contacting us regarding their concerns.

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

• Initial Complaint

  Date:09/08/2022

  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.

  Their sales rep over measure our rooms and stairs.Their install people arrived and said they don't do stairs. They removed closet doors and did not need to, and left handprints on the doors.They left unfinished seems in the middle of the floors and left tack strips exposed.They left a 3/4 full roll of carpet pad in my garage, but took away a full roll of unused carpet.They left unused and broken tack strips in my driveway and garage.They did not vacuum the new carpet after. A "supervisor" named ******** did come and visit our property and genuinely wanted to assist in revolving everything. She offered to take $1000 off the Empire ***** Fargo credit card and we originally agreed to that. We do our normal banking with ***** Fargo and we received an automated call yesterday that their was fraudulent activity on our account and our account was frozen. It took me until this morning to get them to unfreeze our account for use, but the $1000 has not been adjusted from the original bill.

  

  Business Response

  Date: 09/20/2022

  We appreciate the customer contacting us regarding their concerns.

  The refund was credited to the customer's ***** Fargo financing account on September 7, 2022. The financing account is a wholly separate ***** Fargo instrument and does not affect any other ***** Fargo accounts the customer may have.   

  We thank the customer for their feedback.

  Customer Answer

  Date: 09/21/2022

   
  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:09/07/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had carpet installed on 8/13 - per the contract the company was supposed to tear out the old flooring and haul it away. They did not.I reached out the company and spoke to *****************************. She offered to reimburse me $547.07.Rather than issue a check she sent me an email asking for photos which I sent.she asked if I wanted to have the floor re-done. I stated no, I would just like to have the funds for the services not performed. I am attaching the email chain.I have not had any response from the company.I called again today 9/8, and asked for anyone and was transferred to Yolandas voicemail. I again left another message.

  

  Business Response

  Date: 09/26/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled service for October 1, 2022. We appreciate the customers feedback and look forward to amicably resolving this matter. 

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Empire installed a floor on or about 3/14/2022. There were issues with the installation including but not limited to uneven floor planks, excessive and improper gaps, a threshold was put over a bifold door bracket making it impossible to reinstall the door (this was fixed), excessive glue oozing out of the threshold onto my laundry room floor (this was fixed) and 1/4 round molding in certain spots was not properly cut leaving gaps. Even though the floor was continuous through my living room, dining room and kitchen they put a threshold on one side of my kitchen which shouldn't be in a continuous floor. I reported some of the problems to Empire the same day and sent pictures. I received a call from "******" who then sent me a text saying he was going to fix the floor and we agreed on 3/29. When he got to my home he did not fix anything but instead inspected and took pictures then left. Additional calls to Empire followed. On June 15th, ****** said he was coming "tomorrow" to "see [my] floor" and he asked that I send him pictures. I was not available that day but did send pictures (even though he already took some). We agreed for ****** to come on July 8, 2022. Again, he did not fix anything and took more pictures. He left and came back because "they" needed more pictures. He needed to move some of the 1/4 round molding to get them which he initially asked me to do. "They" are the manufacturer. Empire made a claim that the planks were defective. Additional calls to Empire followed and the claim to the manufacturer was confirmed to me. On 8/5 I spoke to ************************* of Empire. He said they were waiting for a response from the manufacturer and he promised me an answer to when my floor would be fixed by 8/12. He never called. I called him back on 8/16, 8/17 and 9/7 and never received a return call. I paid approximately $8,000 for a floor that Empire admitted was defective by its manufacturer claim - which is obvious to anyone.

  

  Business Response

  Date: 09/23/2022

  We appreciate the customer contacting us regarding their concerns.

  We have spoken with the customer and the replacement of the ******************** will be scheduled once the work permit is obtained.

  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 satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/06/2022

  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.

  On 9/27/21 I signed a contract between myself and Empire Today to install Tailor Made Mindful carpet in my living room, dining room and hallways. The down payment was $275, remaining balance was $2475 and the total cost was $2750. At the same time I purchased new windows and preferred to have them installed before the carpet resulting a delay in installation by several months. On 4/9/22 (sat) Empire came and installed the WRONG CARPET and topped it off with a sloppy installation job leaving cable wires exposed that once were hidden. More important, they installed Moondust instead of Mindfull, the wrong carpet. I called Mon 4/11/22 and continued calling for 2 WEEKS without speaking to anyone who could address my issue. With numerous messages left and no return calls , I stopped payment on my check. Still no return calls but they put me into COLLECTIONS. First ************************ were relentless and harassed me with 2-3 calls a day for weeks. I called the salesman ***** and finally he came to view the wrong color install 5/5/22. He turned the issue over to Corporate *********************** for resolution. ***** came to the home and stated there were no installation issues and offered to carpet a small bedroom or $400 cash settlement. I accepted neither and asked my son ****** to take over. ON 7/5/22 I paid First Source $2475 as final payment. ************** talked me out of replacing the carpet with the right color and settle for what's installed and a $800 cash settlement. On 7/27/22 I signed a Accomodation Agreement with Empire for $800 cash settlement . On 8/22/22 my son noticed the carpet coming apart at the seams. I called ***** in the Serv. **** as asked for him to jump on it since I signed a settlement agreement, ***** was offended because he's overwhelmed with work and put me on the back burner To date 9/6 I have not received my $800 check, I have not heard back from ***** or ***** and my carpet is continuing to rip in the middle of the living room. HELP

  

  Business Response

  Date: 09/22/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled service for September 24, 2022. We appreciate the customers feedback and look forward to amicably resolving this matter. 

  Customer Answer

  Date: 09/28/2022

   
  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,
  
  *********************