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Business Profile

New Carpets

Empire Today, LLC

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Empire Today, LLC has 42 locations, listed below.

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    Customer Complaints Summary

    • 1,841 total complaints in the last 3 years.
    • 495 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 carpet installer ripped carpet off the walls and refused to repair or replace it and our house is going on the market next week and it is going to cause substantial monetary damage if Empire doesn't step up and fix the wall. The guy spent about 45 minutes screaming into his phone while he was there, so much my boss (because I was working from home) had to ask if I was safe and if she needed to call the cops. He didn't listen to us when we told him not to remove the carpet unless he was replacing it and the order didn't include anything that was just carpet removed. He damaged walls and trim. When my husband refused to sign the completion checklist the installer took out a pen in front of my husband and signed it. I called the company during the installation, multiple times yesterday and today both my husband and I have reached out and while initially they were responding, they have gone to radio silence. I need this fixed as soon as possible to I can do any painting needed for the repair and again my house is going on the market next week. Hiring professional carpet instalation was supposed to make move easier not so much harder. I would have been better off if they did nothing at all.

      Business Response

      Date: 09/14/2022

      We appreciate the customer contacting us regarding their concerns.
      The local office contacted the customer and was able to resolve this matter amicably. We thank the customer for their feedback.

    • Initial Complaint

      Date:09/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 came out and we scheduled an appointment to install carpet on 8/27/22. I received several correspondences verifying and confirming my appointment. When the day came I had to call twice to get someone to tell me why no one had showed up. The customer service was rude and accusatory and unhelpful. They changed my appointment to 9/25 without my authorization. Then when I tried to cancel they tried to charge me $1000 cancellation fee or they would give me what I paid back in store credit. Never accepting responsibility for the s**** up. Finally was contacted by unprofessional sales rep saying the carpet sold out the day before my appointment. I lost a day of work by taking off for no reason, and I spent days boxing up most of my upstairs only to have my house in disarray for an unforeseen amount of time. This company owes me more than my money back due to time off work and the time it took me to move everything, as I was instructed ti do, only for them to change everything without contacting me.

      Business Response

      Date: 09/07/2022

      We appreciate the customer contacting us regarding their concerns.

      We spoke with the customer and honored her request to cancel the contract.  The deposit was reimbursed back to the original method of payment.

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

    • Initial Complaint

      Date:08/31/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Had my carpet installed about 3yrs ago, the padding is buckling, the carpet is wrinkled. I have contacted them several times in the past six months and no call back and no show. I would like to get **** issue resolved

      Business Response

      Date: 09/14/2022

      We appreciate the customer contacting us regarding their concerns.

      We provide a one (1) year labor warranty in addition to the manufacturers warranty. We installed carpet for the customer in August 2017.

      As the labor warranty lapsed in 2018, we have quoted a fair and reasonable cost to service the installed carpet.

    • Initial Complaint

      Date:08/31/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      8/6/22 spent over $5,000 had new carpet and padding installed. After installation I learned the padding wasn't comparable to what was removed and a cheaper thinner padding was installed. I've been trying to get the problem rectified since 8/8/22 with no resolution as of today 8/31/22. No padding option board was shown during carpet selection and no discussion but the sales rep did go into the rooms for the replacement to measure. Since installation I've been trying to convey to Empire customer service that it feels like I'm walking on the floor and there's no cushion or comfortability to the padding installed which isn't what my old padding felt like. They're stating an 8lb padding was installed but when I cut a piece of the padding and it was taken to 3 outside retailers none of them deemed the padding as 8lb but rather a 6lb and one even said it could be a 4lb. Since the 8/8 I've been given the run around and shuffled from one customer rep to another and the sales rep saying "it's nothing he can do" I have to resolve it with Empire's customer service. My opinion of this company is it's not about customer satisfaction nor is it customer friendly. It was my first time using them and my last and wouldn't recommend them to anyone and clearly understand why they have 2 stars.

      Business Response

      Date: 09/16/2022

      We appreciate the customer contacting us regarding their concerns.

      A Manager contacted the customer and has scheduled a site assessment for Saturday, September 17th.

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

       

       

    • Initial Complaint

      Date:08/31/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 vinyl flooring installed by empire today in April 2021. We called in january 2022 because there were 2 boards that weren't lining up and moved when stepped on. The guy that came out said that since they'd have to remove quite a bit of flooring to fix the broken boards, I should wait until something breaks. Well, now there are multiple broken boards and they are saying my installation warranty is out of date and the product warranty won't cover the problem, even though no one came out to look at it when I called this time. They are asking me to pay out of pocket for new boxes of product or pay for a 3rd party inspector to come and make a decision.

      Business Response

      Date: 09/14/2022

      We appreciate the customer contacting us regarding their concerns.

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

      The customers installation was completed April 2, 2021.

      We have spoken with the customer and an assessment was scheduled for September 12, 2022.

      Per the assessment, a courtesy repair is scheduled for September 20, ************************************ the dining room at no cost to the customer.

    • Initial Complaint

      Date:08/31/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Carpet installation job done on August 27,2022 to begin with it was very difficult for us we are both disabled who live in this home we were told in our contract it states they would move eight pieces of furniture we took out most of the little things because thats all that we could do the installers refused to move any of the furniture we had no other choice but to suffer and put our bodies in extreme A extremely stressful situation to move the dresser and the beds in all four bedrooms we have to put medicated patches all over our body to recover from this pain that we are now getting after that the Installers did not have enough carpet to finish the master bedroom closet nor did they have enough carpet to finish the stairs A lot of nails in Sticking up protruding which is a hazard is dangerous Situation for any humans or dogs The bedrooms downstairs was also not completed at all on that particular day the Carpet installers which there were three of them brought it to my attention that they dont have enough carpet to complete the job and he said he then handed me his phone and said he had someone that I needed to talk to because he didnt speak good English so I spoke with a female I believe her name was *************************** on Saturday about 1:10 PM she gave me a ticket number because we had to open a ticket and that ticket number is ************ OK Monday I receive no phone call carpet unfinished refused to move furniture we are disable spoke to several people have all contact information if needed I want compensation for the inconvenience of furniture all over my house waiting for them I want the job complete and buyer beware do not do business with these people

      Business Response

      Date: 09/13/2022

      We appreciate the customer contacting us regarding their concerns. We have processed a monetary accommodation to the order. We appreciate the customers feedback and consider this matter resolved.

    • Initial Complaint

      Date:08/31/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 installed flooring in 2021, and it's been a constant battle to get them to repair our stairs. The first repair took over 1 year to complete, and was still bad. We are on our third required repair and they continue to schedule appointments only to cancel the morning of. My stairs are currently a slipping hazard for my pregnant wife and me with disabilities. I am seeking a refund of the cost to install the stairs so I can seek another provider to install/repair them properly before someone falls.

      Business Response

      Date: 09/22/2022

      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:08/31/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My boyfriend and I hired empire to redo our floors and they did great on the carpet but the guys they had come out took a ********************* to our tile floor and put holes in the subfloor and didn't fix all the holes and now the floor is coming up and breaking and it was done less than a year ago!! We've tried to get something done and customer service won't call us back they give us the run around and one guy came out and said it was water damage!!! No bc these floors are water proof and a lifetime warranty if they're water proof then that's not the problem!!! They need to get someone out to fix my floors I spend alot of money on!! Don't ever buy from empire

      Business Response

      Date: 09/08/2022

      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.

      An assessment was performed on Aril 18, 2022.  The results of the assessment found the flooring issue to be site related, due to unregulated climate control in the home.  Climate control in the home is required to maintain the flooring and its warranty.

      As the damage is not covered under either warranty, we have provided a fair and reasonable cost to repair the flooring.

      Customer Answer

      Date: 09/14/2022

       
      Complaint: 17803317

      I am rejecting this response because:

      We can prove they are lying,  we have central ac and heat and it's always set to one temperature so idk how our home was not temperature controlled.  You can lift the boards and see the damage they did to the subfloor with power tools!  I don't understand how they stay in business with this kind of customer service and the unprofessional people they hire to put in flooring.  

      Sincerely,

      *****************************

      Business Response

      Date: 09/21/2022

      We have completed an assessment of the flooring concern and the damage is not covered under warranty.  We have provided a fair and reasonable cost for the repairs.

      The customer can also have a certified inspection performed, at their cost, and submit a certified inspection report to Empire for review.

    • Initial Complaint

      Date:08/31/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 flooring installed in 2019 and have had minor issues with the flooring and had Empire come out to fix it. However in February of this year I opened a ticket about the gaps and unevenness of the laminate flooring and have heard nothing from the company. The only updates I get is when I call to inquire about it. The company had a flooring expert come out and check my flooring and have no idea what he said.Empire supposedly is waiting to hear back from the manufacture. There has been no communication and I want Empire to act on their "You'll love your flooring" promise.

      Business Response

      Date: 09/14/2022

      We appreciate the customer contacting us regarding their concerns.

      The local office has contacted the customer. We have submitted the inspection information and photos to the manufacturer for review under warranty.

      We thank the customer for their patience.

      Customer Answer

      Date: 09/16/2022

       
      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. However I dont understand why I had to submit pictures a second time 6 months after my first submission. Also why it took me to submit a BBB concern before I got contacted about my issue 

      Sincerely,

      ***********************

    • Initial Complaint

      Date:08/30/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 kitchen, dining room and entryway by Empire Flooring 2 years ago. I contacted them on this past spring, which it had not been 2 years installed at that time, as I noticed the floors had separation and warping in certain areas. I noticed even with following Empire Todays floor care instructions as posted on empiretoday.com, exactly as written, and instructed by their customer service and the installer, I still experienced a faulty floor! I was informed by the installer to never put water on the floor and use a cleaner and mop especially for laminate flooring which I did as is the same as what is listed on the laminate floor care instructions on Empire Todays website (see below copied and pasted directly from their website:Laminate Flooring **************** Flooring Maintenance Use only soap-free cleaners.Remove loose dirt with a dust mop or a gentle vacuum without a beater bar.Wipe up spills right away.Use a quality laminate floor cleaner - be sure to follow the directions on the bottle.Only use cleaners that are designated for laminate flooring and be careful not to saturate the floor with the cleaner as it could cause damage.-I reported the issue to ***************************** said I had to pay $150 for a floor inspection as the floor was out of warranty. I paid the fee & the inspector completed the inspection & stated it appears to be bad materials as it is separating & warping in inconspicuous areas. Empire stated they would need to send the inspection report to Mohawk. Empire sent me an email stating that ****** denied my claim stating that the pictures sent by the inspector showed the damage was caused by me in using an unapproved cleaning ************* was not enough information? Empire said I could get another inspection on my own. This is costly and not right when when Empire were the ones to misguide me on my floor care! ****** said I was supposed to use *************** so very conflicting?

      Business Response

      Date: 09/15/2022

      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 flooring was installed in August 2020.

      The claim was declined by the manufacturer due to site related damage. We understand the customer disagrees with the assessment and if the customer chooses, can contract for a 3rd party, an independent inspection of the flooring. We would be happy to review the report and reconsider our offer to resolve if the findings differ. Please note, the inspection must be by a certified flooring inspector and not a handyman or flooring retailer.

    Empire Today, LLC is BBB Accredited.

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