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

  120 Spagnoli Rd Ste 3 Melville, NY 11747

  
• 

  Empire Today, LLC

  9018 Rico Rd Monroeville, PA 15146

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  

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:08/15/2022

  Type:Product 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 July 16th, I was forced to cancel a carpet installation with Empire Today. The installers showed up at my front door * immediately informed me that there would be additional charges for moving heavy furniture. One of the installers took pictures of my ************* to send to his boss. I was then directed to contact their **************** to discuss the extra charges. I also contacted ***********************, sales rep, to explain these previously ignored extra charges. I canceled the job after speaking with Marcus * their ****************. I was informed by a **************** rep * *********************** that I would not be responsible for the initial deposit of $2,427.55 charged to my MasterCard. They also told me that my credit card would be credited within **** business days. As of today, Monday, August 15, 2022, Empire Today has NOT credited my credit card. I've left numerous un-returned/no response messages with Empire's **************** at ************. I've also spoken at least twice with *********************** about this matter * he's never returned my calls after assuring me that he'd look into the credit to my credit card. According to CITI MasterCard/Billing Dispute, they haven't received any response from Empire Today.

  

  Business Response

  Date: 08/18/2022

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

  The customer has been refunded the full amount of the deposit to the original payment method.

  A receipt was provided to the customer on August 17, 2022.

  Customer Answer

  Date: 08/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/15/2022

  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 flooring is not complete on the main or basement level. Empire has lied to me and on me to the credit card company. In the initial days after I reported the issues, I was told by the sales rep I would receive a partial refund and Empire would install a new product that was equivalent to what I originally requested in writing on 5/1/22 and 5/2/22. Now after all the lies and deception from Empire I have no desire to work with them. I want a full refund of the $5241.58 + $875 + any interest charges from my credit card company on the flooring purchases.On 5/1/22 and 5/2/22 I responded Empire Today question about what product I wanted, with the exact written specifications of a flooring product I wanted installed in my home. On 5/2/22 their sales rep came to my home sold me what was supposed to be the equivalent of this product. In May 2022 I paid a total of $5241.58 for flooring products and installation services. 100% of the money is due before the work is performed.On Tue 5/10/22 I contacted Empire to report my complaints. The sales rep informed me to all customer service. I called on 5/10 and was given two reference #s: ************ and ************. I was told a local store manager would contact me in 24 hours. This did not occur, so after a week without a response I contacted my credit card company. On 5/18/22 the credit card company gave me a temporary credit and contacted Empire. Empire responded to the dispute saying I changed my mind and wanted a different color/pattern so all the charges were placed back on my credit card. Empire took no responsibility for what they are responsible for as outlined in the contract.In June 2022 I hired two different inspectors to get professional feedback. The total cost for inspections is $875. A professional flooring inspector found numerous issues and concluded that the manufacture warranty was null and void due to the installation issues; also product sold is not equivalent to what I requested.

  

  Business Response

  Date: 09/01/2022

  We appreciate the customer contacting us regarding their concerns.

  The replacement with the new product has been completed.

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

• Initial Complaint

  Date:08/15/2022

  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 had floors installed by Empire Today in November 2021. When the sales rep came to our home and talked about different floor styles, we specifically told him we wanted pet friendly planks. The floors started to buckle and lift in January 2022. About 1 month later they sent someone to fix the floors. The floors buckled and starting lifting again in July 2022 worse than the first time. We notified Empire Today once again. This time they began to ignore us but finally sent someone out. This installer stated that he needed to call a supervisor to com out because the floors were buckling every where and also stated that it was water damage. (This was on August 5, 2022). We have been unable to get in touch with anyone at Empire since. We have called and left messages for a return phone call for a supervisor and have been unsuccessful. At this point, we would like them to uninstall the floors and refund what we paid or fix the floors where we dont have to call them at all if the floors buckle again. Fix the floors entirely.

  

  Business Response

  Date: 09/01/2022

  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 customer's hardwood ******************** was installed in November 2021.

  A manager completed a site assessment on Friday, August 19th. The type of damage observed is the result of excessive moisture on the flooring and it was noted that the customer advised that their two dogs frequently urinate in the hallway area where the damage was the most severe. The manufacturer warranty does not cover damage due to excessive moisture. 

  We apologize the customer was not followed up with in a timely manner and appreciate this being brought to our attention.

  Customer Answer

  Date: 09/04/2022

   
  Complaint: 17718778
  
  I am rejecting this response because:
  When a manager came out, he was told that we were supposed to have pet friendly floors.  There was no admittance to dogs urinating frequently in that area.  We told the ***************** that even if the dogs did urinate on the floor, we still did not get pet friendly floors.  We have a 5 year warranty on these floors not a 1 year warranty.  ***** stated he would get back in touch with us the following week after viewing the floors but never did.  All the floors are lifting, not only the area that Empire responded about. ***** did state that there was a high moisture in the hallway but also stated that even if the dogs urinated there, that would not have caused the floors to lift.  Empire wont even respond.

  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/09/2022

  The manufacturer's warranty offers a fifteen (15) year wear warranty as ***** as a limited lifetime structural warranty. The warranty excludes damage resulting from over wetting or the presence of excessive moisture. 

  We are happy to work with the customer on the cost to repair.

   

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17718778
  
  I am rejecting this response because:
  I spoke with ***** from Empire on Monday September 12, 2022 at 2:55pm.  ***** stated that Empire would not be fixing any of the floors even though we are still in our year of the labor warranty.  I stated to ***** that he was never told that the dogs frequently urinated on the floors, he was told even if the dogs did urinate on the floor the floor should not be lifting.  ***** was asked what about the other two bedrooms floors where the floors are lifting?  ***** stated that, we dont know what happened a week ago, after asking ***** what did he mean, he stated that we could have put too much moisture on the floors a week ago. There was no moisture at all when ***** took pictures and he is now stating that it wasnt a high level.  I told ***** that was untrue because I followed him throughout the process and we both stated how it was weird there was no moisture anywhere else.
  ***** stated he would contact *******, and call us back, agin no phone call was received from ***** and today is September 14, 2022.  Empire has extorted funds and is not upholding their end on honoring what we was told about warranty and now a forma complaint is filed, they are changing their story little by little.  They previous stated that the labor warranty was in place as of November 2021, its not even November 2022, so why are they not honoring their services that they have promised.  Now they are stating they would work with us but they wont return any calls.  We just want what we paid for, I even asked was the boards installed too tightly, because we were unable to understand any of the installers to get the information needed.  If Empire isnt willing to uphold what they guarantee, then we will have to move forward with another type of mediation.  I have photos from the first time the boards lifting and also the second time and they are lifting in the same hallway area as well as both bedrooms.  ***** also stated, Youre not supposed to mop those floors, youre supposed to use a swifter, even if thats the case why wouldnt Empire State this to customers in their paperwork.  We just want what we paid for and companies like this should be responsible for their false advertising.
  Sincerely,

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

• Initial Complaint

  Date:08/15/2022

  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.

  August 1, 2022 Empire flooring started the installation of our new floor in our bedrooms, when they finished our bedroom I noticed the flooring had not been done in front of our vanity or the walk in closet, I asked the installer why not and they showed me the drawing that the salesman had not included that in the bid so we contacted the salesman and told him we wanted to add those two rooms he gave us a price we said **** send us a invoice and we will pay it. ******** told us that he would have to order the extra and it would probably be Wed before they could install. The installers came on Tuesday to do the second bedroom said they would be back Wed, also they mentioned they would have to bring the two strips that go in the doorways it looks very incomplete without them. We talked to the office the gal there asked why we didn't sign and pay the invoice we told her we never got one. We have called them many times they will not answer our calls and will not bring us the two strips. Last call they said a ******************************* was in charge of this we have called her and she will not answer or call back.

  

  Business Response

  Date: 09/02/2022

  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:08/15/2022

  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.

  Had floors installed about 2 years ago, the floors have had continued issues since they were installed, every time we called they sent someone to "fix" but then the issue reappeared, after about a year, I asked for a manager to contact me to discuss a permanent resolution - that never happened, we continued to call and they would continue to send someone to "fix", this last time they said we are out of warranty and could not come out without charging us, I told them that the issue was never resolved and asked to speak to a manager, I have been expecting a call for about 3 weeks now and continue to get VM with no response despite how many times I have contacted them

  

  Business Response

  Date: 08/23/2022

  We appreciate the customer contacting us regarding their concerns.

  For goodwill and customer satisfaction we have scheduled a site assessment for Tuesday, August 30th at no charge to the customer.

  We apologize for any inconvenience and thank the customer for reaching out.

  Customer Answer

  Date: 08/26/2022

   
  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,
  
  *********************

• Initial Complaint

  Date:08/14/2022

  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.

  They left glue all along the edge of my wood flooring that butts up to the vinyl floor they installed. When I called to complain I was told to use Goo Gone and it would come off. After being unsuccessful in getting the glue off with the Goo Gone I called back and after several messages havent heard back from them. I have since discovered that the new subfloor that they installed wasnt done properly and is causing the floor to sink in a couple of places. It appears that the subfloor pieces are around an inch apart which is causing a sinking of the vinyl. The picture I took of this doesnt appear to show it however. But if they come out they will be able to see it.

  

  Business Response

  Date: 09/02/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled service for September 21, 2022. We appreciate the customers feedback and look forward to amicably resolving this matter. 

  Customer Answer

  Date: 09/07/2022

   
  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. The general manager came out and immediately saw the issues and scheduled us for a floor replacement.  Hopefully this will resolve the problems. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/12/2022

  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 shelled out over 12k to get floors done and no one showed up on my install day (aug 8th) I contacted customer service to get update and without any communication they rescheduled my install date because apparently my floors are out of stock. (New Install date is unknown) took off of work waited for there arrival and no one communicated to us they were not coming. Not to mention they confirmed the install date 4 days prior. There customer service is a disgrace, its been 5 days since they were supposed to install. Iv made dozens of phone calls to customer service to cancle and get my refund. And im just getting the run around. If someone actually does awnser all they do is transfers me somewhere else where im left on hold. one phone call i spent on hold for over 2 hours. No communication from the company as to me finalizing my cancelation nor getting my money Back. I made the mistake of paying everything in full. My sales rep ****** made it seem like it was gonna be a easy process. And its been nothing but a nightmare. Im over 12k out of pocket and not one awners or any communication from empire today. Its been 5 days of extreme tiredness and anxiety this company has given me. I made the mistake of not reading other people's reviews prior to making this horrible decision of using this awful company. Im list on what to do or what direction to take. I need communication from this company. For me to spend over 12k and no one sbow up and no communication just put on hold and transferred to never get someone on the line is extremely frustrating.

  

  Business Response

  Date: 08/16/2022

  We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer and they have exercised their right to cancel the contract. We have cancelled the contract per their request and refunded their deposit. We appreciate the customers feedback and consider this matter resolved.

• Initial Complaint

  Date:08/12/2022

  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 paid a flooring installed in my house. The flooring that was installed in my bathroom was supposed to be watertight. It was not in it rotted my subflooring. I contacted them for repairs and they are refusing to help with repairs. I was told by my tile expert that the flooring they installed in my bathroom regularly leads to leaking and issues. The flooring has been in my house for approximately 18 months. The damage was found this week. I spoke with the customer service manager ********************** who refused to help fix the damages or even reimburse me for the flooring in that room. I told them I was going to make a complaint with the Better Business Bureau and she laughed at me on the phone.

  

  Business Response

  Date: 08/17/2022

  We appreciate the customer contacting us regarding their concerns.

  We installed vinyl plank flooring for the customer per contract in January 2021. We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.
  

  We were next contacted by the customer approximately a year a half later regarding a pipe burst in his bathroom, damaging the flooring. Such flood damage is not covered by warranty.
  

  We recommend the customer contact his home insurance if he has not already. We would be happy to work with the customer on his cost of replacement.

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17709598
  
  I am rejecting this response because: the flooring that was installed resulted in  rotting of my sub flooring. This was not from the pipe bursting. I needed to remove flooring in order to deal with the leaking pipe which lead to my discovery of the rotten subfloor. The product they recommended was either not installed correctly or not water tight abs appropriate for bathroom installation. I want to be reimbursed for their faulty product. I am not requesting them to reimburse for the basement, only the matter bathroom installation. This flooring should never be installed in a bathroom and caused major issues with rotting. 

   

  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/23/2022

  The customer had a flood in their bathroom. As previously stated, such damages are not covered by warranty.

  We recommend the customer contact their home insurance carrier regarding the flooding.

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17709598
  
  I am rejecting this response because: the product they installed resulted in rotting to my subfloor. This is because it was directly outside my shower. Every time I stepped outside my shower water was leaking through their defective product onto my subfloor causing rot. I am only asking that they reimburse me for materials and installation in my master bathroom, and I am not asking them to reimburse me for any further installation that was performed in the rest of my house. I have already gone to my insurance and they have reviewed the images and state that the water damage underneath my Empire installed flooring is not covered because it's secondary to Chronic water damage from their substandard product leaking onto my subfloor. I'm willing to sign paperwork that I will not *** them as long as they will reimburse me for installing their defective product. I am only asking for reimbursement and I am not asking them to cover the damages to my house that occurred secondary to their defective product.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/11/2022

  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 contacted Empire for a free consultation for flooring installation. Toward the end of the demo, the salesman asked if we should run my credit to see if I qualify for the financing credit card. I agreed, saying if its only for credit qualification and amount but I dont want an account opened, as we havent made our decision to use Empire. I was assured by the salesman it will not open an account, only qualify me for credit through Empire. A couple weeks later I received in the mail a credit card from ***** Fargo saying my account has been opened and my credit limit is x, and ready to use. This has added open credit to my credit report, for which I specifically did not want. Now I will be penalized if I close the account, and at this point and after this experience I will not use it either. I would like this removed from my credit as if it was never opened. I will not have my credit tarnishes because Empire doesnt clearly explain that an account will be opened upon credit approval process.

  

  Business Response

  Date: 08/15/2022

  We appreciate the customer contacting us regarding their concerns.

  ***** ********** confirmed the application was done paperless via tablet.  The customer applied,provided all their personal and confidential information, and then signed electronically to acknowledge the terms and agreement.

  We reached out to the customer and provided the number to call ***** Fargo to help assist in closing the account.  We also advise the customer to contact credit bureau agencies to further assist him.

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

• Initial Complaint

  Date:08/11/2022

  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.

  Contract date 7/7 ************ ******* Install 7/16 Vinyl flooring The sales representative came to our house to do measurements and bring us floor samples. During that time he looked at the transition from the dining room into the kitchen. Our dining room had hardwood floors and our kitchen had vinyl flooring already. He guaranteed that Empire could provide us with a smooth transition piece to go from one room to the next. On July 16t after all of the rooms are complete the gentleman installing the floors started to work on the transition. They said that they were having trouble doing the transition because the piece that they brought was not tall enough for that transition area. They asked us to remove the wood transition piece that was there to see if that would allow for a better fit, that did not work. We put the wood transition piece back and they continued to work on the floor what what we had. They ended up stacking two transition pieces on top of each other to transition from one room to the next and told us to call the company if we were not happy with that. My husband and I decided we would see if that would work. About a week later we noticed that one of the boards was lifting as well as the double sided tape they used was exposed and collecting dirt and dog hair. I called the sales representative that had came to our house as he had told us to call him with any concerns and I told him about our issue. We sent some photos and explained what the problem was in an email. I was told he would send the pictures to whoever was going to be coming out and they would bring the correct piece, he also said that we should not be able to see the double sided tape at all. They have come back x2 and ultimately told us there was nothing they could do. I was told they are working on a resolution but no f/u. The way it is is a fall risk and not what we were sold.

  

  Business Response

  Date: 08/30/2022

  We appreciate the customer contacting us regarding their concerns.

  The regional customer service manager contacted the customer and presented an offer in writing to resolve.

  We anticipate resolving the matter amicably.

  Customer Answer

  Date: 09/05/2022

   
  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,
  
  ***********************