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

  9018 Rico Rd Monroeville, PA 15146

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today LLC - Washington DC

  7760 Doane Dr Ste 135 Manassas, VA 20109

  

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:08/06/2022

  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.

  Hired Empire to install carpet in my entire house, at a cost of over $8600, to try and help my house sell. Carpet was installed over two days, with the lower levels on Wednesday and upper bedrooms on Thursday. No issues with Wednesdays installation, the same was not true for Thursday. It was a different crew, and the difference was night and day. I was working in my home office while they were installing carpet over my head. Several hours into the job I started hearing a hissing noise. I assumed it was something related to the work they were doing, until the head installer came to my office and asked if I heard that noise. I said yes, but I thought it was something they were doing. We popped a ceiling tile in my home office to discover that he had driven screws down into the Freon line for my air conditioner! This resulted in significant chaos-I had to stop working, put in an emergency call to my HVAC company, contacted Empire, waited for emergency HVAC service to turn off the Freon line, and had to open my house up to ensure no dangerous fumes were a concern. The temperature outside at the time was 94F.Empire has been horrible about the whole experience. My AC was out for two days before it was able to be repaired, and at 10:30pm that first night it was 84F inside my home, pretty much impossible to sleep. I had to cancel multiple showings of my home because of the lack of air conditioning. I lost hours of work time in dealing with a crisis that was only due to the carelessness of their installer. I detailed this to Empire, as well as providing photos of the damage and the repair bill, and told them I wanted 15% off my bill. They offered me $100 for my inconvenience. I told them that did not even cover my time and to please put me in touch with someone who could resolve this issue. They proceeded to ignore me and then mailed me a check for the repair bill and the $100. I have not cashed the check, as this is not satisfactory compensation for this issue.

  

  Business Response

  Date: 08/23/2022

  We appreciate the customer contacting us regarding their concerns.

  As the customer stated, the **** refrigerant line was accidently punctured during the carpet installation. The customer had the line repaired by ********************************* on July 22, 2022. Upon receipt of the invoice from the customer, we reimbursed the customer for service by way of company check.

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

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17680620
  
  I am rejecting this response because:
  It does not address the inconvenience and resulting issues from the damage caused by their careless installers. We have reached out to Empire numerous times to try and resolve this issue and have been ignored.  An apology is not acceptable nor sufficient for the damages done and inconvenience caused, and customer service which consists of ignoring the customer should not be acceptable either. They certainly should not have a "A" rating with this type of treatment and attitude.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/02/2022

  We have reimbursed the customer for the cost to have the damage item repaired and provided an additional monetary accommodation albeit not the amount the customer was seeking. We consider this matter closed.

  Customer Answer

  Date: 09/05/2022

   
  Complaint: 17680620
  
  I am rejecting this response because: this business continues to refuse to do anything to resolve or even communicate with us regarding this issue. They were informed that what they had offered was not acceptable, and not only did not respond to repeated attempts to contact them, but sent the amount they were told was not acceptable anyway. I refuse to cash the check as I do not want Empire to be able to claim the issue is resolved, so I have still not been made whole for this issue. Their customer service is abysmal, and if they continue to refuse to work with us, we will have no choice but to dispute this with our financial institution.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/05/2022

  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 more than $10,000 for flooring that was Installed on July 19 and 20 for plastic wrapped with sticky paper. We showed a photo of what we wanted and explained many times nothing like laminate, we wanted wood. We were told that we would be getting a popular product that had just gone on sale. A very easy to care for floor. We just need to avoid a steam mop. Come installation day. The installer chuckled and said avoid everything but ****. Absolutely no liquids. Excuse me....5 kids and 2 pets. Not gonna work. That's just the product.Installation is another nightmare. Pieces of border not installed or falling off, nails exposed and hollow spaces on the stairs where it wasn't properly glued down, stair noses not flushed on any of the steps. The borders are c*** 1/4 round made of mdf wrapped with plastic.I need this company to stop calling and trying to manipulate me and tell me nothing is wrong. How about sending someone out.Come get your floors! Uninstaller the floors and don't charge us. We were told about your great warranty but your company doesn't want to fix a new problem!! Avoid this company!

  

  Business Response

  Date: 08/15/2022

  We appreciate the customer contacting us regarding their concerns.

  Customer contracted for vinyl plank ******************** and confirmed product prior to installation.

  We reached out to the customer to schedule an assessment of the floor under warranty and the customer decline due to wanting a different product installed.

  We offered to provide a fair and reasonable cost to change to a new product or repair installed floor under labor warranty.

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17679880
  
  I am rejecting this response because:first is because we have been trying to resolve this issue since the flooring was installed. I was not home and was not asked to be home during installation. It is not my signature on the contract. As stated, the consultant assured us that in the future we could sand or make changes to the floors. Later we found that she installed taped plastic. Thats the product issue. Installation is so bad it looks like a kid did the installation as a side hustle, very bad and very unprofessional. Borders are still coming loose or falling off, dont forget the missed installation of borders, stairs noses not flushed and flooring not glued to stairs. In the response from the company through the BBB, it is stated they offered us an opportunity to change the floors at a discounted price, that was never an option given. We want the correct flooring installed. Scrap this floor and bad job and give us what we wanted in the first place. Please also note the product from the consult and the product from install are not the same. I wasnt home to see the product to approve it. The contract is in my name. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/31/2022

  Per the contract, an authorized adult must be on site to verify the product by initialing the certificate of completion and sign once installation is completed. On the day of installation, the product, *************, in the color ******** was verified and installed, as shown on the certificate of completion.

  When the customer reported issues with the installation, we offered repair under warranty. The customer declined the repair, citing dissatisfaction with the contracted material.

  We explained that we can replace the flooring with a new selection, but it would be at a cost to the customer. 

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17679880
  
  I am rejecting this response because: Many reasons. First, you made reference to an authorized person. Please provide the name I provided, as i dont recall. As i continue to go back and forth with this company, my floors are continuing to fall apart. Just recently, a part of the stairs have come off. We have steadily stated that pieces have been falling off or were missing during installation. Initially, i was upset because when the sales person came out, she showed us a product that was attached to wood. She said we can sand it down or stain ot, if we needed to. Obviously, thats wrong info because if we did, wed expose the plastic underneath. 
  From the beginning we have stated our dissatisfaction with both the product and the installation but go ahead and add customer seevice and resolution specialists to the list. We have been told we knew what we were gettinglies. And offering us an opportunity to replace the floors, which by the way was only offered through the Bbb website. Why should we pay twice? It would save you the expense of having someone fix your mistakes. Dont worry. If we wait long enough,floors will remove themselves. Do the right thing. Reading past responses to other complaints, you have very standard answers. We are hiring a floor inspector and after that we will decide what we need to do next.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/05/2022

  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.

  We got an appraisal for new carpeting in our house and while filling out the cost on a sheet of paper, the salesman at the last second suggested we add enzime treatment for $225.00 to the total costs, reasoning that the subfloor would have absorbed urine through the carpet where our dog had uninated. The salesman did not explain just what the enzime treatment would be, leaving me to believe it would be some new lab formulated formula that would extinquish all traces of pet urine. On the day the carpet was installed, a worker came walking into the house with a $25.00 gallon paint can of a common brand of paint that covers stains, called Kilz2. Had I known that was the Enzime Treatment", I would have bought and applied it myself and saved $200. I brought this to the attention of two employees I contacted, each of whom said they could not help me with getting a refund or discount on the final ****. I finally contacted *************************, Office Manager on 8-3-22, who argued that the price for enzime treatment was something that I agreed upon and tried to derail the conversation with quoting discounts I got on the whole job (not agreeing that the discounts were offered to everyone to sell their products). After many minutes of arguing about the cost of the treatment she said that the cost was what they charged for that item and threw in something about the square feet treated and that the workers needed to be paid for their work. I once again explained my displeasure with the way the cost was added to the estimate at the last few seconds before signing the paperwork, with no explanation of just what it was or was not. I advised that I sought some refund on the amount charged and she said she would get back to me. The company sends along a sheet of paper stating We strive to provide you a perfect 10 service" and they would like the opportunity to make it right. But they have not kept that promise. Seems the elderly are in the crosshairs of sales people

  Customer Answer

  Date: 08/11/2022

   
  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:08/05/2022

  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.

  On 11/02/21 I Paid $5,165.00 in cash to have my entire upstairs carpeted.I am a disabled veteran, a senior citizen and it took me over 2 years of saving to be able to afford new carpet. I even paid cash so the company did not have to wait for payments, paid everything in full all up front.Once the installation was complete, as I was vacuuming and cleaning up, I noticed an area in the open-living-area where the carpet was much lighter than the rest of the carpet. I immediately proceeded to contact Empire Today for this issue to be resolved.There is approximately 70 square feet of carpet that is MUCH lighter than the rest of the carpet they had laid. This ******************************** size and begins against the wall and extends 5 feet out into the middle of the floor. If you look closely at the pictures you can even see the seam where the two colors meet.It has been 10 months since this issue and still no resolution. I have attached all email communications, pictures and contract with the entire purchase price.Empire just stopped calling and didn't care if it got corrected or not. No one should be treated as such, no one! Like I said, I'm a disabled veteran and almost 70 years old. At this point I don't feel they will be able to match the carpet therefore I am requesting to be compensated in monetary value for the 70 sq ft that does not match the rest of the carpet. I sincerely appreciate your help in getting this resolved and money returned back to me.Please feel free to reach out to me with any questions you have.Respectfully submitted,***************************** ************

  

  Business Response

  Date: 08/22/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and service is scheduled for August 31, 2022. We appreciate the customers feedback and look forward to amicably resolving this matter. 

  Customer Answer

  Date: 08/25/2022

   
  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, provided the carpet Empire is offering to replace in my upstairs matches the remaining carpet as well as the stairs.  

  The appointment was originally scheduled for August 31, however due to my work, there was a conflict so I requested them to reschedule, push out the date just a bit to ensure there would be no issue. They are scheduled to come out on September 7th, and we will decide at that time if the carpet matches and go from there.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/05/2022

  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.

  We had our floors installed in 2018. We paid about 5000$ and put up with a ridiculous installation team but it was ok because we love our floors. In the last year the wood on the floors has started to split and buckle in places. Ive called empire today numerous times to ask how we can fix this. We have a manufacturer guarantee. They are telling me its going to cost **** for them to replace the flooring. Ive called 3 times to try to get this taken care of because why are we going to pay anything On flooring we havent even had 5 years. I have been getting the runaround and no call backs. They are not standing by their product. Or their warranty.

  

  Business Response

  Date: 08/18/2022

  
  We appreciate the customer contacting us regarding their concerns.

  
  We have spoken with the customer and an assessment is scheduled for September 9, 2020
  
  Once the assessment has been completed and the findings has been submitted, we will review, communicate the findings to the customer, and take the next measures based on the results of the assessment findings. 

  Customer Answer

  Date: 08/21/2022

   
  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:08/05/2022

  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 had new floors installed throughout my entire home in June. I paid extra to have my furniture moved by the installers. Per the contract, 2 person moves up to 200 pounds. Empire only sent 1 person for the entire job. That gentleman still tried to move the furniture on his own, damaging it as a result. I could have told him my furniture was too big and heavy for 1 person had he bothered to ask. I have contacted Empire multiple times about this issue. They told me to get 3 quotes to repair the furniture, which I did. I sent those quotes on 7/8. I have not heard anything since. I have sent numerous texts and emails, all go unanswered. I have done everything they ask and they cant be bothered to follow up. I paid good money for new floors, they did not hold up their end of the contract by not sending a crew of sufficient size and now they are trying to get out of fairly compensating me for the fix by ignoring me.

  

  Business Response

  Date: 08/17/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office was in contact with the customer regarding the damage claim and the matter was amicably resolved.We appreciate the customers feedback.

• Initial Complaint

  Date:08/05/2022

  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 had vinyl laminate installed in our mobile home about 10 months ago and the vinyl is coming up in strips I have made multiple attempts to contact the customer service department and all I get is an answering message telling me to leave a message which I did several times and I have never heard back.It is hard to see the damage in the pictures but in person it's very noticeable

  

  Business Response

  Date: 08/15/2022

  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.

  We installed the flooring on January 22, 2020 and issue with the flooring was reported on July 31, 2022. 

  As this is outside the labor warranty, we provided the customer a fair and reasonable cost to assess the issues.

• Initial Complaint

  Date:08/04/2022

  Type:Product 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.

  on 7-8-2022 i inquied about flooring. Sales man came was here for an hour and a half advise him I could not afford it. He was very pushy. he left then sat in his car for 10 min then knock on more door and said he had a better deal. i told him I need to talk to my hubby he said it was only good while he was there but I could cancel I the future. i paid the deposit of $4,000 and signed the papers. He gave me his phone number which I verified with him then he said I would receive and email and he left. that night I talked to my hubby and he said it was too much for such a small area. it was over $9,000. I tried to text the number the guy verified about canceling and the person I texted said I had the wrong number. unfortunately the next day I was very sick for a whole 30 days I had no voice and was very sick. tried to call company the want to keep 25% of the job for nothing would not give me anybody above a cancellation manger. they will not use the 25% for anything it will stay there for if I ever come back I feel this is fraud. i never received any emails for the papers I signed. talked to several people at company they will not get me the help I need. please help me.

  

  Business Response

  Date: 08/17/2022

  We appreciate the customer contacting us regarding their concerns.

  Per the customers request, the order has been canceled. We have refunded the full amount of the deposit to the original payment method.
  

  We thank the customer for considering our service.

• Initial Complaint

  Date:08/04/2022

  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.

  I received a call letting me know that the missing quarter round to match the floors in our kitchen and two bathrooms would be installed on Monday August 1st and that there are no base boards 3 1/2 inch the repair a couple areas that are in need, which was a selling point that base boards would be replaced. Monday came installer no show no call. I called customer service they advised changed to August 3rd I then received a call from the woman who set the initial appointment and she sounded surprised about the change made sure they'd be here Wednesday. Wednesday came installer no show no call. I'm not getting anywhere trying to resolve on my own. My wifeand I paid over 22 thousand to what is now an incomplete job.

  

  Business Response

  Date: 08/15/2022

  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. 

  Customer Answer

  Date: 08/16/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/04/2022

  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.

  ***** was my salesperson representing EMPIRE *** to install Carpet at ***** ******** ,************************ an Indian *************** ) and i am paying for it as a charity. ***** was rude, demeaning and condescending from day one but i had to get the job done. I was promised that all areas of the temple floor ( i personally walked with him )will be covered. I have a witness to all this if need be . Also not once ***** mentioned that nothing will be done about molding on the walls. How can they take out old molding and not replace it with a new one or install the old one.Its almost like selling a car without Tires.Now the carpet is installed but there are places left without carpet, all side molding was removed and nothing was done to it , it looks bad.We have a big ceremony at the Temple on August 14th and that was the purpose of this install, ***** left us high and dry, now we can't get hold of anyone, This must be resolved ASAP. There will be 100s of people that day and it will be embarrassing for us if we don't have the carpet done correctly. We called and got a reference number # 1-6341672705 after two days of trying to get hold of someone. This is a bad way of conducting business. We want them to finish the job , Install carpet at all remaining areas and install the side moldings at no extra charge.

  

  Business Response

  Date: 08/22/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and completed partial service of the installation. The customer requested the final portion of the service be completed next week. We appreciate the customers feedback and consider this matter resolved. 

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17671490
  
  I am rejecting this response because:
  The job is not completed yet, once it is done it will okay for me to take my complaint back 
  Sincerely,
  
  Vikas Mehandroo

  

  Business Response

  Date: 09/02/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and completed partial service of the installation. The customer was not prepared for the final service. Once they are prepared, we will schedule the service needed.