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:02/18/2025
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 5/10/23, we had floors installed, after numerous conversations about the floors being unleveled, we were reassured the floors would be ok. I had initial issues with the floors lifting the resolution from the contractor was to send representative out to push floor planks in various areas down. Fast forward to today, the floors continue to lift, we're told our warranty is over and they will not send anyone out to address the issue unless we pay $250.00 plus and additional $5,040.00 for the dining room. Mind you the living, dining room and hall cost was $5,300.00. We sent numerous pictures, which they claim they could not open, and they have been very uncooperative.
Business Response
Date: 03/10/2025
We appreciate the customer contacting us regarding their concerns.
Prior to their filing of this complaint we had informed the customer that we provided a one (1) year workmanship and services warranty with our installation. The customers workmanship and services warranty expired on June 11, 2024, thus since they reported their concern December 31, 2024, the requested assessment of the installation would be subject to a fee.
We have attempted to reach the customer to discuss howd they would like to proceed, but have had no response.
We kindly request the customer return our correspondence efforts. We look forward to amicably resolving this matter.
Initial Complaint
Date:02/18/2025
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.
OK, first the carpet is not the color its installed where you can see the same. It looks like c*** I dont know what else to tell these people until they come out and answer my phone calls or come out and look at this. I either want it replaced refunded or something I needed ASAP.Business Response
Date: 03/07/2025
We appreciate the customer contacting us regarding their concerns.
We have scheduled the replacement for March 11, 2025.
We apologize for any inconvenience and thank the customer for their feedback.
Initial Complaint
Date:02/15/2025
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 entered into a service agreement with Empire Today, LLC on 12/29/2022 to provide and install carpet and *** vinyl flooring that was installed on January 10, 2023. I also purchased a Service Contract from Empire Today, LLC thru ********************** of ***********************The *** flooring was repaired in early 2024 for lifting, separating and delamination. This condition started to happen agin and Empire Today, LLC was notified of the problem in May 2024.After months of debate, Empire Today's response was to have me execute an Accommodation Agreement, which forever releases and discharges Empire Today, LLC from any future claims, demands and actions even though I paid $826 for the service contract.Empire Today, LLC was given a Notice of Defective Materials and/or Installation that they received on January 20, 2025 without any response from them.Business Response
Date: 03/07/2025
We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. The customer's ******************** was installed in December 2022 and as such, the labor warranty has lapsed.
The customer purchased an extended service plan which is handled by a third-party administrator and covers accidents that could happen in the home. We confirmed the claim was submitted and that claim was declined by the third party due to the damage not occurring from accident.As the damage to the flooring was found to have been locally caused and not the result of an accident, a quote is applicable for its repair. A very discounted quote has been provided to the customer.
We look forward to hearing back from the customer and resolving this matter amicably.
Customer Answer
Date: 04/23/2025
Complaint: 22945694
I am rejecting this response because: Please be advised that we continue to dispute the Empire Today's because they have not satisfied the issues with the floor.
Specifically, Empire Today indicated in their response that they provide a one year labor warranty. The attached manufacturer's warranty, Empire Today provided, clearly indicates a Life Time Structural Warranty in Section 1 for residential use. There is nothing in the documents that they provided us that indicates a one year labor warranty.
They also indicate that the **************** Plan, that we purchased was in-fact denied by the third party administrator because the damage was "locally caused and not a result of an accident". However, they fail to indicate why or what is causing the floor to lift.
This entire situation is totally unacceptable and should not have occurred in such a short amount of time. This floor was repaired by Empire Today in January 2024 with new flooring sections, however, we had contacted Empire Today in May 2024 to advise them that the repair is lifting the same way the original floor was prior to it being repaired. Empire Today's solution to performing a second repair was to have us execute an Accommodation Agreement which then forever releases Empire Today form any further warranty repair claims, except the manufacture's warranty that they stated the labor warranty expired, legal claims and a variety of other actions. The Accommodation Agreement is attached. Additionally, they have us not being able to make any defamatory statements about Empire Today even if this situation occurs again and a confidential requirement about the Accommodation Agreement. The Accommodation Agreement is totally unacceptable as a condition to have them repair their floor that they sold and installed.
We purchased the floor and installation based upon the warranty that they provided without any additional limitations, terms or conditions.
Sincerely,
****** *******Business Response
Date: 04/28/2025
We apologize for any misunderstanding. The installation warranty is separate from the manufacturer's warranty. The installation warranty is for one year from the day of install and the manufacturer's warranty is for the material itself. There is no additional charge for these warranties.
At the time of sale the customer also opted to purchase an extended service plan which is handled by a third-party administrator. This plan covers accidents that could happen in the home.
The agreement that was sent does not void warranties and is advised is specifically advised of in the third bullet point.
We have provided two fair and reasonable options to the customer to resolve this matter. We look forward to hearing back from the customer and resolving this matter amicably.
Initial Complaint
Date:02/14/2025
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 have faced ongoing issues with my flooring installation, which was confirmed multiple times to be completed in one day. The evening before installation, I was informed of material shortages, delaying tile and stair tread installations. On installation day, the installers stated they could not finish as scheduled. It ultimately took two days to complete the bedrooms, halls, and basement, with visible defects such as cracked hardwood and loose tiles.When the tile was installed later, additional issues arose, including grout discoloration, chipped tiles, and unprofessional "repairs" using marker and putty. The stair installation was incomplete, exposing the interior wall. Despite complaints, the stair brackets were installed but left unfinished. After multiple attempts to resolve the grout issues, the company agreed to **** it but only removed part of the existing grout, leading to continued defects.After further complaints, they agreed to reinstall the tile, but the demolition damaged the subfloor. Although reinforced before the final installation, they left a major mess for me to clean. While cleaning, I discovered my vinyl sliding glass door frame had been damaged with a hammer. Upon obtaining quotes, I learned the frame could not be repaired, and the entire door required replacement. The company, expecting a simple repair, has stopped communicating with me.This project, initially promised as a one-day job, has now taken over two months, causing disruptions, missed workdays, and additional expenses. My unexpected costs total approximately $3,000. At this point, I am willing to settle for the company replacing my sliding glass door, which they are liable for. The quotes range from $9,000 to $11,000, and prices are rising. I need immediate resolution.Business Response
Date: 03/06/2025
We appreciate the customer contacting us regarding their concerns.
We have contacted the customer regarding their concern. Out initial assessment indicates that the trim is repairable.
We are awaiting a quote from the customer and look forward to resolving this matter promptly and to their satisfaction.
Customer Answer
Date: 03/06/2025
Complaint: 22941137
I am rejecting this response because:This statement is incorrect. Over a month ago, I provided them with quotes for a replacement, yet they repeatedly insisted that the issue could be repaired, despite my informing them that multiple companies had assessed the damage and confirmed that repair was not possible due to the frame being a single, complete piece. They then contacted one of the companies that had provided a replacement quote and claimed that someone on their end stated the door could be repairedwithout conducting an inspection. As a result, I had to arrange for that company to revisit the site and provide a written statement affirming that the door is beyond repair, which I subsequently submitted to Empire.
To date, I have yet to receive a response. This matter has been unnecessarily prolonged, and I simply want my door, which they damaged, replaced without further complications. If this issue continues to be delayed, I will be compelled to pursue legal action, including seeking compensation for the additional unexpected costs incurred due to their errors, disruptions, and delays.
Sincerely,
***** *******Business Response
Date: 03/11/2025
We apologize for any inconvenience and thank the customer for their feedback.
Due to the value of the replacement, we have submitted a claim with the installer's insurance on behalf of the customer.
The insurance adjustor will contact the customer directly to address the claim.
Customer Answer
Date: 03/11/2025
Complaint: 22941137
I am rejecting this response because: My contract was with Empire not with their subcontractor. I do not wish to communicate with yet another company. You have already caused me great distress and inconvenience. This matter needs to be settled by Empire.
Sincerely,
***** *******Initial Complaint
Date:02/13/2025
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 now reaching out here because of lack of response from Empire Flooring ********************** First call placed 1/14/25 after noticing a carpet area wet in our home. Asked our handyman to come out and see where the water was coming from. After pulling up the carpet & laminate wood, he removed the toilet & was able to see where water leak came from. The toilet water seal showed no sign of the toilet bottom compressing the wax and preventing water from splashing out. Plus the foam padding was added under the wood laminate which raised the toilet by perhaps 1/2 to 3/4 of an inch. The water seal was the same height as the floor and should have been higher by at least 3/8 of an inch. By not being installed properly by Empire Flooring, this allowed for a slow leak underneath the flooring that we could not see until the water accumulated so much that it found its way into an area with carpet. My handy man kept pulling up the wood to see how far the leak went but I asked him to stop so Empire could come out and evaluate. 1/17/25 Empire sent a salesman, clearly the wrong person for the job. He called his district manager who said he would file a complaint for me. No response from Empire I called back over week later to find out my file was closed. I asked to reopen the complaint and send out a technician to remove the wood and see the extent of damage and I agreed to the $150 assessment fee. 2/4/25 Empire sent out a technician who said he was only there to measure the amount of laminate wood that would need to be replaced. Again not helpful. I called customer service same day, spoke with ******* who sent me my contract stating that I no longer have a warranty it had been over a year of service, floors were placed in Feb of 2023. That I should go through my home insurance. I sent emails to her showing pictures of improper placement. Spoke with supervisor ****** on 1/30/25 who said would call me next day he didn't, & have been unable to reach him or get a call back since.Business Response
Date: 03/04/2025
We appreciate the customer contacting us regarding their concerns.
We have informed the customer that we provided a one (1) year workmanship and services warranty with our installation.
The customers workmanship and services warranty expired on May 16, 2022, thus since they reported their concern January 22, 2025, the requested service would be chargeable.
We have quoted the customer a cost to conduct the service.
We hope the customer will consider our offer so we may resolve this matter amicably.
Customer Answer
Date: 03/04/2025
Complaint: 22939001
I am rejecting this response because: Warranty did not expire on May 2022, work had not been even done by that date. Work was completed in Feb of 2023, and although over the one year warranty was unaware of leak caused by their installer until the water reached a room with carpet. Installer manager was suppose to come to my home on Feb 18th not only did he no show he no called. It wasn't until a week later after several calls to the customer service supervisor ****** that I got a response that this was a site problem and that Empire would not cover. If I wanted an installer to come out to assess the area it would be a $250 charge. I asked what exactly that installer would do because I was informed they would not pull up the wood? He said measure the area that needs to be replaced. I explained we don't know how much area needs to be replaced until the wood is removed. If we were to remove our self than why pay $250 for an installer to come out and measure when a sales person does it for free. There has just been a run around, no clear communication, and no one has told me how much this is all going to cost as they stated above, our next step has been trying to get ahold of the install manager to explain how their contractors could have placed the toilet so poorly to allow the leak and Emire not take at least some responsibility for?
Sincerely,
***** ******Business Response
Date: 03/10/2025
The customer had two bathrooms installed May 16, 2021, and a third bathroom installed February 22, 2023.
The customer reported their concern January 22, 2025.
We provided a one (1) year workmanship and services warranty with our installation which expired February 22, 2024.
The requested service would be subject to a fee, and we have quoted the customer a cost to conduct the service.
We hope the customer will consider our offer so we may resolve this matter amicably.
Initial Complaint
Date:02/13/2025
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 purchased carpet from Empire . The salesman also had me purchase a Warranty at that time which I think is for 5 years . On 1/21/25 my mom fell and hit her head and blood got on the carpet . I had carpet spectrum come out a clean the carpet . After it dried I could still see the blood stains . I called and spoke with the salesman who reminded me of the warranty. I then contacted empire for help on 1/24/25. Told took all the information and gave me a claim number . A young lady reached out to me for more information and asked for a copy of the carpet cleaning receipt and pictures which I sent . Now Im being told my claim was rejected but no one can tell me why. I need help claim number is 1 **********Business Response
Date: 02/28/2025
We appreciate the customer contacting us regarding their concerns.
We have spoken to the customer regarding the denial and processed the refund for ESP as requested. We advised the customer that any service would be at cost. The customer agreed to the cost and service was completed. The cost of the carpet service remains unpaid and is in the process of collection.
We look forward to receiving the payment owed so that we can resolve the situation.
Initial Complaint
Date:02/13/2025
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 a kitchen floor installed last January 2024. The workmanship was very poor and the workers would not listen to our complaints. We also didn't have them do a portion of the floor that was off the kitchen because they said the material wouldn't fit there. At the end of the day they had not taken out the cost of that side area, it took me about a couple of weeks to get them to remove that from the bill. They also didn't install the floor leveler because they claimed we didn't need it. They didn't check to floor and they didn't even bring the floor leveler with them to the install. All they did was look at the floor. They also damaged a frame to one of our cabinet doors. They eventually sent me a bill early November 2024 that said my balance was $0.00 so I thought they decided to call it a wash with the cabinet door. About a week later they sent me another bill for $2,570.39 with the explanation there was a glitch in their system and that was why I got a new bill.Starting November of ******************************* about paying my bill. I asked them why they never got back to me about my concerns that I had spoken to 3 different departments about? The last one I spoke with this past week asked for pictures, which were sent to them and they acknowledged they received them. Now they have come back to me saying before they will do anything, I have to pay them in full and then they'll send someone out to check our floor. This sounds very suspicious to **** did upload a 12 page contract that has the original amount of $3,971.35 as the contract amount, I couldn't tell if it was successfully uploaded or not, technology isn't my forte.Business Response
Date: 02/25/2025
We appreciate the customer contacting us regarding their concerns
Per our contract agreement with the customer, the customer understands that the warranty will not be effective or enforced while a balance due remains outstanding.
We would be happy to provide warranty service once the account balance is paid in full.
Customer Answer
Date: 02/26/2025
Complaint: 22936833
I am rejecting this response because:The contract is wrong; they didn't fulfill everything they were supposed to do such as installing the floor leveler material and the extra area off the kitchen wasn't done. Don't forget about the supposedly "molding" they installed. That material started to peel and we were told it was a solid material, not laminated.
Also, they did damage to one of my kitchen cabinets which they were almost immediately made aware of and Empire has not responded as to how they are going to handle that issue.
Sincerely,
******* ***********Business Response
Date: 02/28/2025
We understand the customer has some concerns that we will be happy to address once the amount owed is paid in full.
The amount due to the customer for any prep work that was not completed can be removed from the open balance prior their payment being made.
We look forward to hearing back from the customer and resolving this matter amicably.Customer Answer
Date: 03/03/2025
Complaint: 22936833
I am rejecting this response because: the business did not satisfy my complaints about shoddy ******* ship as well as the damage they did to one of my lower cabinet door frames.They want me to pay in full before they will address my complaints; that is if they even would address them once I paid the balance. If the company is run as shoddy as their complaint department has been then they will just take my money and do nothing about the problems.
I feel I have done everything they have asked me to do about documenting my complaints and now they give me the run around about paying in full??? Sound like a definite scam to me.
Sincerely,
******* ***********Initial Complaint
Date:02/13/2025
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.
In 3/2022, we replaced our floors in many areas of our new home by Empire Today. During the installation, the Empire crew demanded more money be paid out-of-pocket in order to continue work, citing that they needed to even-out the subfloor more than expected. Although off-putting, my husband paid them not wanting to leave us w/out a floor. Only a month into our *** flooring installation, our flooring began peeling, cracking and separating while the *** floors that had been present in our home prior to us moving in, remained unharmed. At first, we thought it might a small issue, not worth contacting Empire about. However, it still continues.Prior to our 6 month warranty expiring, I contacted the ******* Empire branch that had handled our installation. The supervisor I spoke to was rude and reluctantly sent-out a member of her crew to inspect the flooring. When we greeted him at the door, my husband, ***************** immediately recognized him as one of the men who had installed our floors.Not surprisingly, he reported that the damaged flooring was our own fault. He cited the use of a rolling chair (located in a bedroom) as the culprit. No tests were conducted to prove this point & no explanation was provided as to how our kitchen floor was in ruin due to a rolling chair in a ********** we've seen our floors peel & crack, we've tried Painter's ************ rugs to protect our family's feet from injury. I have documented, in photos, as well as by answering Empire's questions, our flooring issues & have emailed everything to ************************* 12/2024, Empire replied. They stated that after having reviewed the evidence, the floors would be replaced once a claim was filed & get back to us with the ********** 1/2025, I followed-up, w/out reply. I called the # given w/ no answer. Yesterday, I called their customer service # & was told that they would NOT be fixing our floor & the ticket had been closed & that we need to pay a licensed flooring expert.Business Response
Date: 02/25/2025
We appreciate the customer contacting us regarding their concerns.
We have attempted to contact the customer to discuss resolution to the customers concerns. The customer has not yet responded to our attempts to speak with the customer.
We look forward to hearing from the customer and resolving this matter amicably.
Customer Answer
Date: 02/26/2025
Complaint: 22935668
I am rejecting this response because:Empire has, indeed, contacted me from their Illinois number on more than one occasion. However, they never left a message and, when I have tried to call that number back, I could not get through. I invite you to have the same experience by calling this number: ****************. Due to it being impossible to to reach them, I have called their ************ and spoken to customer service representatives on several occasions in my attempt to communicate back with them since hours of waiting for someone to pick-up at the number above was fruitless. In fact, the last time that I spoke with someone at the ************ (which was 2/21/2025), they said they were going to leave a note for the next person that called to call on Tuesday, February 25th at/after 2:00 PM in the notes. I explained that if I did not answer to please leave a message and they indicated that on that notes. The next day, February 22nd, Empire's Illinois number had called during our daughter's baby shower and no message was left. I set my alarm for Tuesday, the 25th, to make sure that no matter what I was doing caring for our large family, I was ready to speak with Empire when they called because I cannot speak to them (since they don't answer) by calling their provided number.
As the Better Business Bureau, you understand how important communication is. When you contact me, I respond and you provide me a clear way of achieving that successful communication. I believe that Empire's "attempts" are made in vain without a genuine desire to actually speak with me. Please note, that I have spoken to them, less than one week ago, but they have reported that their attempts have been unsuccessful. While "their" attempts have been unsuccessful, mine have not. I made sure to speak with someone and I have, also, left messages at their Illinois number listed above.
Empire has the ability to call and leave messages, to call more than once in a calendar day, to email and to text. Instead, they'll call on a random day, at a random time, fail to leave a message and blame it on me for not waiting by my phone for their call. I have successfully communicated with every other service person that I have needed to throughout the course of my married life by the model of leaving a message and getting a call back and vice versa. As you know, it works. As Empire knows that it works. That is, exactly, why Empire refuses to do it. I think that it is beyond reasonable to request that they provide us with a number works, that they email, that they text and that they LEAVE A MESSAGE before accepting their remarks on how they have tried to contact us.
Sincerely,
****** ***********Business Response
Date: 03/04/2025
We will continue our efforts to reach the customer. Our call back number is ************, selecting option 2 for customer service. We are also open to response by email as we have attempted to reach out both by phone and email.
We look forward to reaching the customer and resolving this amicably.
Customer Answer
Date: 03/04/2025
Complaint: 22935668
I am rejecting this response because:I did, in fact, respond promptly to Empire's attempt with the following email text:
"Thank you for your getting back to us. The following times work for next week:
Tuesday, 3/4, after 3:00 PM
Thursday, 3/6, after 5:00 PM
Friday, 3/7, between 2:00 PM & 6:00 PM
Please let us know if you have any other questions.
Blessings,
****** ***********"Since the above communication, I have not heard back from Empire. I sent my email the same day, March 1st, as they sent their email. Here is the text of their correspondence:
"Good morning,
We are reaching out in regards to an open service request pertaining to an on going issue regarding your LVP. We would like to schedule an assessment with our Installation Manager in order to better understand the issue at hand. We genuinely appreciate your patience as we address your concerns.
Thank you for your time and we hope to hear from you soon!
Sincerely,
Area **************** Associate | ************ Option 2 | Empire Today"As is typically the case, their efforts were made in vain. Their phone number, with the option of leaving a message, is a path to wasting time and fruitless, if not, impossible communication. As such, email is a more straightforward approach. Sadly, I have no reason to believe that we will see anyone here this week to "assess" our floors. Furthermore, our floors have been assessed. Not only have they been assessed by Empire, they have been examined and investigated through my furnishing Empire with pictures and a plethora of answers to their questions regarding the state of our floors. It was after this process that we got this response from Empire:
"Good ***************************** are reaching out in regards to an open service request we have pertaining to some LVP planks lifting throughout your home. Upon reviewing the pictures and the questions that were answered, weve determined the best course of action is to file a manufacturer warranty claim on your behalf to get the flooring replaced!
Once the paperwork is submitted and reviewed, we will follow up with you once more to discuss next steps!
Thank you for your time, and I hope you and your family have a safe and wonderful holiday season!
Sincerely,
Area **************** Associate | ************ Option 2 | Empire Today"As all parties now know, this positive feedback ended with complete inaction. Empire never did get back to us. I called them and emailed them and was told that, "The ticket was closed" since my husband did not answer his phone on January 23rd. Please note that his call records do not reflect him ever having received a call.
Empire continues to play games. If they do, eventually, come to our home, again, will they be honest in assessing our deteriorating floors?
This has been an extremely unnecessary process. *********** who cares about their customers would be saddened to learn of the poor job that had been done and would move to rectify the situation immediately. Our floors now pose an actual threat to the safety of our family. Their complete disregard is evident and visitors to our home can see the eye sore that has become of our Empire flooring no matter how many rugs we try to place on top of them.
Sincerely,
****** ***********Initial Complaint
Date:02/12/2025
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.
My flooring project completed with poor quality. The wood is getting damaged, it is creating lot of spaced between them. Even after multiple attempts to do a patch work, the problem is not solved. I paid good money and feeling disappointed to go with Empire Today. Very very poor service. Initially project delayed, they left the work in the middle due to the lack of inventory and due to this my daughter got injured, I made paid extra for plywood which is not even used and after several follow-ups the project finished with poor quality. What can I do now.Business Response
Date: 03/03/2025
We appreciate the customer contacting us regarding their concerns.
We have completed an assessment and have contacted the customer to offer a repair under warranty. Service is tentatively set for March 7, 2025 pending customer confirmation.
We apologize for any inconvenience and thank the customer for the opportunity to address their concerns.
Initial Complaint
Date:02/11/2025
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 came to fix flooring in our living space that was buckled and installed incorrectly after months of complaints and calls to customer service. The company neglected to install the floor sealant and covering that goes before the plank flooring which caused the *** to lift and buckle. The company did not bring enough flooring to do my two bedrooms that have been buckling since this incident. They are now lifting and sharp in the edges and puncturing our feet. We would appreciate this flooring company return and do the two bedrooms and the hallway that they never fixed. The last time it was fixed the contractor used some new parts and some of my original flooring to fix the living areas. We need new flooring and the proper sealer in the two bedrooms and hallway.Business Response
Date: 02/19/2025
We appreciate the customer contacting us regarding their concerns.
We have has attempted to contact the customer to discuss resolution to the customers concerns. The customer has not yet responded to our attempts to speak with the customer.
We look forward to hearing from the customer and resolving this matter amicably.
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