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:08/04/2022

  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.

  We had Empire Today install carpeting and laminate flooring at our home. The crew of two came out to lay carpeting to 3/4 of our home. They payed it in our drive to cut and fit. They told us to keep up the warranty, we had to have the carpet cleaned within the first year. Along around October of 2020 we started having rolled up areas, called them and was told they could restrech the carpet (wasnt done properly the first time) for a fee. We go to ******* during the *******, so with just two elderly people in the house, there was no way we put to much traffic on the floor. Called again in **** and May of 2022, had pics to send them, they didnt care, same response. Call our salesperson from Empire, he had quit the *** over customer service reasons. I checked the box on health conceals because we could trip on these. A carpet should be great for years, not two to three years with issues. Called local carpet *** first words were it wasnt stretched at all so small bedrooms, living rm. *******************. and long hallway were done, all in one day. Totally discussed with the nonchalant, way they could care less. Would like them to fix the problem and pay me for having to move furniture again.

  

  Business Response

  Date: 08/11/2022

  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 carpet was installed in September 2018, as the labor warranty expired, we offered a quote for service. The customer declined.

  We reached out to the customer again and as a gesture of goodwill and customer satisfaction, have offered to complete the service at a discounted rate. The customer is considering our offer.

  We look forward to hearing back from the customer and resolving this matter amicably.

  Customer Answer

  Date: 09/06/2022

   
  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: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.

  I had flooring installed in my home beginning May 25, 2022 of which $19,580 was paid. Shortly after the flooring was installed, I noticed loud squeaking and what appeared to be "sunken" areas. I began calling Empire today immediately, leaving message after message with no response. Spoke with one rep by the name of ***** ******************) on numerous occasions with no resolve. After being unable to ************* her, I was connected to ******************************************************), customer svc mgr, who sent an inspector to my home on 7/21/2022. The inspector stated that repairs were indeed needed and that I would be contacted by Empire to set a date for service as soon as ordered materials were received. On 8/2/2022, I received an email from ******* stating that there was nothing wrong with the installation and if I was unhappy with the findings, to pay a 3rd party inspection company for re-inspection. If that company deemed the issue to be a result of the installation, I should pay to correct the issue and would be reimbursed. This is unacceptable on all levels!

  

  Business Response

  Date: 08/11/2022

  We appreciate the customer contacting us regarding their concerns.

  A supervisor contacted the customer and has scheduled service for Wednesday, August 17th.

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

• 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.

  May 3rd,2022 Empire Today started installing the floor through out the house, what was to take 3 days to finish took a month This floor is costing around $18,000 Luxury Vinyl Plank the installer left glue throughout the house, the steps into the sunken living room was coming out pin nails sticking thru corners not even I complained then a manager call me the same day and had the installer come back out, the installer reattached the part the stair, clean some of the mess then left without seeing the rest of the house so I complained again and was told that I will have a floor inspection done by a supervisor but no the same installer came back--he really did not want to be bothered he stayed for a short while fox the stair again I showed him the toilet and he tightened it down ,but now its not centered shows a ****,so i called back and was assured that a manager names ****** would called back, which he never did-i called again as asked to speak to a manager and was hung up on.here is a list to start with around the house the qtr round is peeling-per the installer thats is what they have and no one does not make a PVC--that is not true the stairs are not suitable the corners do not match up so they filled with filler and the ends are not togerthter and stick out the transitions still pop when step on the tub where the caulked is coming undone there is so much grey caulk its horrible I have a plank that has a crack and nothing was fixed they never caulked the the qtr round so it shows gaps there is so many problems that the business does not want to address is this how they do business?I am a 100% Service Connected Disable American Veteran and have been taken advantage of if Empire does not want to fix the problems to our satisfaction then a full refund

  

  Business Response

  Date: 08/19/2022

  We appreciate the customer contacting us regarding their concerns.

  We have completed a managers assessment and have a warranty repair service scheduled with the customer.

  We thank the customer for their feedback and look forward to completing the repairs.

  Customer Answer

  Date: 08/21/2022

   
  Better Business Bureau:

  at this time its some what acceptable

  Empire Today has scheduled the repairs for Aug 30,2022

  however the quarter round is going to be replaced, Empire Today is using the same quarter round since that is the only kind they use but for the nearly $20,000 you will think they would have used a premium quarter round link the luxury vinyl planks instead of the cheapest that within a week or so that they will be in the same position that I am in now and then will have to file again with BBB

  
  I have reviewed the response made by the business in reference to complaint ID ********, 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/03/2022

  Type:Customer Service 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 contracted Empire Today (www.EmpireToday.com) to install new flooring in my kitchen and laundry room. The sales rep came to our home, took measurements and reviewed the install space. We signed a contract and gave a 10% deposit of $307. The salesperson did not explain that the deposit was non-refundable. The installer arrived on July 28 and within about 30 minutes, he noticed a small raise in one of the floorboards. He thought they job would require changing out a few floorboards. which measure about 3in by 6ft. He called in a new sales rep (who did not see the floor) and we were told that our entire kitchen floor needed to be demolished for an extra $1100, be replaced by plywood, would take an additional 2 to 3 days of work and they scheduled a new date immediately and expected us to comply. I tried to several times to discuss this with Empire Today on the phone. I called three times to customer service, but after waiting over a half an hour on hold each time, I gave up. For this kind of extra work, I felt that I need to get at least two more bids, which can take time to research and I wanted to get my deposit back in the meantime. I was contacted by an Empire Rep on August 2, named ****** (would not give last name). I was told the deposit was not refundable, even though the scale of the work had changed and that they were not able to perform the work contracted for the agreed upon price. ****** would not let me speak to a supervisor and was adamant about no refunds. He said the contract (Dated July 21) was final after three days, with no refunds allowed. The work performed was supposed to be July 28. I have reviewed the contract and do not see anywhere where it says the down payment is non-refundable if the work cannot be completed.HE asked if I wanted to cancel the contract, I declined fearing that would forfeit my depositI have initiated a charge back on the deposit. I want Empire Today to refund my $307.00 deposit on the work they could not complete.

  

  Business Response

  Date: 08/08/2022

  The customer signed the contract including terms within the Notice of Right to Cancel that they may cancel this transaction, without penalty or obligation within three (3) days from the above date.  The contract was dated July 21, 2022. 

  
  The customer had 3 days to exercise their right to cancel, but waited 8 days to cancel, which is beyond the 3-day period.  Notwithstanding the contractual clause agreed by the parties, we have refunded the deposit in the amount of $304.27 for prospective customer satisfaction and goodwill.
  
  We appreciate the customer contacting us regarding their concerns. We have agreed with the customer to conclude the order. We appreciate the customers feedback and consider this matter resolved.

• Initial Complaint

  Date:08/03/2022

  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 met with *************** 7/14/22. Our living room was removal of carpet and a wood like vinyl plank flooring was chosen for the living room. In our bathroom, we have nothing right now except subfloor plywood and in part of small hallway Prior sheet vinyl was removed recent due to a plumbing issue and exists in our kitchen currently. It was set up then with ***** in the bathroom and hallway to have replacement sheet vinyl for this area. Plank and sheet vinyl were both chosen with *****. The payment, contract and install date of 7/19/22 was set up this visit. 7/19/22 two installers came out who were limited with english but pleasant. Both materials were shown to me and the installer looked at both areas. He showed me a picture of a wheelchair and said that he felt the plank type chosen for the living room would break easily with one. ***** became involved in texting that commercial plank was needed instead and a sample was chosen via text. The sheet vinyl was fine because it was not plank anyways. ***** then texts that they can come back 7/21/22 and they were no show. He texted an apology and it was reset for 7/26/22. This day the different plank was installed in the living room fine but the sheet vinyl was not done in the bathroom/hallway due to the installer saying he did not have the material. ***** then texts that 7/28/22 they will be back out. A different installer came out this time and said that he needs to place new plywood also in the bathroom/hallway. He did not show the sheet vinyl material. I received a call Sat 7/30 that the install is that day so I called the 800# and was told that plank is set up for the hallway and bathroom. Strange in nature aggressive texts began from ***** saying that ***** was chosen for the whole home as his boss says. He was not receptive to the clarity he needed and CSR ****** was first talked with 7/29 in an attempt to obtain plywood pricing. No call ever and Mizael 8/2 said we cancelled install apts and changed to all plank/rude

  

  Business Response

  Date: 08/10/2022

  We appreciate the customer contacting us regarding their concerns.

  The sales manager spoke with the customer and advised certain ******************** types, such as sheet vinyl, are not recommended for customers who use mobility devices. 

  We thank the customer for their feedback.

  Customer Answer

  Date: 08/14/2022

   
  Complaint: 17662878
  
  I am rejecting this response because: There was finally the opportunity provided on behalf of Empire 
  to get an actual call from the sales manager. He first was saying that the sheet vinyl was memory foam and he thought that had been the reason why the other end of the home being the bathroom and hallway were changed without me being told to the same plank that we had installed in our living room recently by Empire. You should have the information that the sales manager called back within several minutes of his first call saying that he spoke to the regional manager and the original sheet vinyl which had been picked out for the bathroom and hallway could in fact be installed. At this point his offer was declined because there are several things that still do not add up. If plank was to even have been felt by empire to need to go into the bathroom and hallway instead of the purchased sheet vinyl, we would have even chosen a different color of plank. We currently have sheet vinyl in our kitchen and part of the hallway which ***** was aware of when here. At no time were we offered a color option for plank except when we were told the original plank picked out would break with a wheelchair. There seems to remain a communication breakdown between the different areas at the northbrook location being customer service, installation and sales. The person responding to this complaint should be able to be aware of the sales manager calling back saying that the original sheet vinyl he found out could be installed. The response should address as well the poor customer service who always seemed to offer nothing in general. On top of that many days went by before the call from the sales mgr. When then ****** in customer service verbalized that his system is showing we cancelled installation apts. When correcting him he kept repeating, that is what the system is showing. We had several days with installers here lol and several times the bathroom and hallway were not even done with the plank that empire for no reason thought was going to go there. We would have chosen the lighter plank of commercial strength lol, if we had been told those areas needed to be plank. The living plank was set up originally and just changed to the different type of plank per the installer. Possibly the sales person ***** had messed up the order when he resubmitted it for the living room plank change out. We were the ones actually told by ***** that the installers would be back on 7/21 after being here on 7/19, only to find out the 21st that they would not be coming until 7/26. ***** sent a text apologizing that they changed the schedule without telling him. So they were here on the 26th and a different installer was here on 7/28 which apparently is the point in time where he thought the exact same plank would be going the the areas other than what was already installed two days prior in our living room. We never cancelled or even rescheduled one install appointment. One day I was trying to talk to a woman in customer service and she was so wound up rude and offering nothing as far as appropriate communication. I am still waiting to make sure that we are only paying for the living room at this point. I have not heard anything about the billing credit since not doing the bathroom and hallway because of all of this. I feel we should be credited a courtesy credit as well to the billing for only our living room due to this terrible communication issue.
  Sincerely,
  
  ***** And ***********************

  

  Business Response

  Date: 08/22/2022

  The customer has been billed for only the living room, which was recently charged to the customers financing account.

  No credit is due as the areas removed from the order were never billed. We thank the customer for their feedback.

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17662878
  
  I am rejecting this response because:
  Hello, there was an original contract signed 7/14/22 with salesperson ***** for living room plank, bathroom and hallway sheet vinyl for $5,097 in which $5,000 was financed with Empire ***** Fargo credit. I understand that with all of the confusion on the part of Empire in relation to the work that was not being performed during the several install appointments which took place except for the living room plank installed 7/26/22 for unknown reason, that it was best to move forward with another company since sales mgr. *** only called back at a late point in time verbalizing that empire could in fact install the sheet vinyl in those areas, and he was not sure why even a color option of plank to replace the sheet vinyl in the bathroom and hallway was not allowed, especially since it was empire changing the bathroom and hallway to plank. In which *** then also said he was not sure why after speaking to his regional manager and calling back. After asking, *** and attempting to speak to customer service about the billing, was I told that yes the account would be credited back the $1,402.86 for the bathroom and hallway, which were not done from the original contract. Since, I have not been able to be provided with any billing information at all even as of today was I only told after emailing someone named ************************************* that she feels that I owe $3,242.46. I had seen her email which was provided in a text sent from ***** previously when he reached out to her. I am not exactly sure who she is and thought that she was in accounting. However, after asking a few times, I have not been provided any paperwork in the slightest about the contract revision from the original $5,097.00. I typically like to make a payment for something that I have the bill or something at least to match the amount and have simply requested that I get a statement itemized just showing at this point that the original contract work and ***** was credited back for the work specifying what was not performed, the reason, as well as then showing the amount due at this point in time, if it is $3,242.46.

  Again, that is Ok but I need some form of paperwork since I only have the original contract amount etc from when ***** was here. It seems that there is not really anyone who knows what happened with the job itself, the contract and the billing and/or there is a lack of communication and coordination between the sales personnel, the install personnel and customer service. This unfortunately was noticed which caused the issue with the bathroom and hallway so its not entirely a surprise to have difficulty obtaining billing and contract revision documentation. I appreciate it being reviewed as feedback and not something that a customer has the right to have. Someone should have provided us with the billing and contract revision documentation which would again include the amount due, and the reason for the amount due since it differs from the original contract amount set up. ********************** last emailed that I was disputing charges and there has never been any dispute of any charges.

  Sincerely,
  
  ***** And ***********************

• Initial Complaint

  Date:08/02/2022

  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.

  I have used Empire in the past with no problem. This time I decided to use them to replace some ceramic tile in my 2 bathrooms with some Luxury Vinyl Plank Flooring. I was shown product on July 16, 2022 and purchased the two rooms for approximately $2700. I paid $1,000 down and took advantage of 12 month no interest financing on the remaining balance. I wanted appt. on 7/19/22. Salesman talked me into appt. on 7/21/22 saying they would be able to make it at end of week easier. Their window was 8am to 6pm. They never showed up or even called, in spite of numerous attempts to reach them. The next day they came and my mom was there for install while I worked. She questioned product. (She was also there the 16th when I saw samples) I believe I was a victim of bait and switch as product they brought was less than 1/8inch thick. I put 2nd bathroom on hold until I could talk to someone, only to find out I couldn't cancel without a 25% penalty because it was after 3 days of purchase. (Appt I wanted wouldn't have been). 2 weeks later, numerous phone calls and numerous messages and emails, I am still waiting for a call. The Install Mgr did try to call one day, 7/27, when I told him I would not be available due to meetings at work that day. We have left large windows of time when I would be available including missing a day of work to try to resolve issue on 7/28 and still no contact from anyone at all. I want to see how this can be resolved but no one from the company will contact me. I can be reached at ************* after 4pm M-F or All Day Saturdays. They also have my mother who can be reached all day at **************, and is familiar with the situation and problems. Please help me resolve this. The company seems to think now that they have my money they can show up with a different product and not have to answer for it or make arrangements for a partial refund or cancellation of remaining part of job that is still incomplete. Thank you, Sincerely, **********************************

  

  Business Response

  Date: 08/18/2022

  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:08/02/2022

  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.

  i brought carpet from Empire today on May 21, 2022 and 2 month later i was vacuum the floor where they piece the two carpet together and it is coming apart i notified empire on July 22, 2022 and sent them picture on July 26, 2022 about the carpet and they told me they will replace it for a fee that i was not cover by the warrant. The rep told me when i purchase the carpet if anything go wrong with the carpet they will replace it . i feel that i should not have to pay a fee for them to replace it.

  

  Business Response

  Date: 08/11/2022

  We appreciate the customer contacting us regarding their concerns.

  A manager has connected with the customer and a site assessment has been arranged for Tuesday, August 16th.

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

   

   

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17658769
  
  I am rejecting this response because:Good morning

  
  

  Empire came out on August 16,2022 for assessment on the carpet and found more problems with carpet and I have not heard from them since August 17,2022 with a resolution I would like to reopen my case

  
  

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

  

  Business Response

  Date: 08/25/2022

  A supervisor has spoken to the customer and the additional items will be submitted to the manufacturer for review for claims under warranty. 

  Customer Answer

  Date: 08/29/2022

   
  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.
  

  i still want to keep my complaint open until it get resolved 
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 17658769
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

   

  Good afternoon

  I would like to reopen my complaint back up . This company is playing games always tell me waiting on the manufacturer to get back with them, however this is going to long and I trying to resolve this issue as soon as possible

  They had guys out to look at the carpet and there recommend was the replace all the carpet because having more issues with the carpet now.

  Please help me

  Thank you 

  

  Business Response

  Date: 10/13/2022

  We understand the customer's frustration and apologize for the manufacturer's delayed response. 

  Please be advised this process is currently taking up to twelve (12) weeks for the manufacturer to reply.

  We are committed to providing an update to the customer as soon as we are able.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 17658769
  
  I am rejecting this response because:
  
  Sincerely, they never explained that process from the beginning of claims process however they are playing games with customers money
  
  ***********************************

• Initial Complaint

  Date:08/02/2022

  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 contracted with Empire flooring to install a floor at our child care center. The amount I paid was 17, 500. The salesman came and looked at the hallway and classrooms and measured them and told me different options that would work. I decided on *********** History ********* is a floating-Click-Lock LVP Click floor. I paid ******* deposit on 1/12/2022, and the rest when they did install. When they came to install they deposited my check electronically and took the check with them. When back at the office the then deposited the same check. The bank told me they did it for just one cent off the original and that is why it went through. I did get that money back. The installer and I noticed that the planks were all different because of the finish on them. Some are glossy and some are dull. He said it would need to be replaced, and that the installers would call me but they never did. I continuously called day after day with no return phone call. Last week a church member tripped on the floor because now it is starting to buckle. I will include pictures of the waves in the hallway. I spoke to ***** in customer service about it and she set up a time to fix that problem but not the problem of the planks not matching. Installers came and are fixing the problem of the wave but said I need to run an air-conditioner at all times in the summer to make floor lay right. I called ********************* , who I have called over 30 times in the last 3 months and never received a phone call back. He came out and agreed that there was something wrong with laminate but thought it was a manufacturing problem. That was in March and he never again got in touch with me even with 30 phone calls. Today he finally called me and said the manufacturer will not replace the floor because of the way light refracts off of it. I believe empire is responsible to fix or replace the flooring in the hallway because it is not uniform and looks terrible, and now I have pieces that have been be

  

  Business Response

  Date: 08/19/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office has been in communication with the customer. We have agreed to service the affected areas of the hallway with the same style/color of flooring at no cost to the customer.
  

  The local office is coordinating a date of service. We thank the customer for their feedback.

• Initial Complaint

  Date:08/02/2022

  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.

  After 1 yr and 7 months my $10,000 vinyl plank flooring is bulking up. A rep from Empire came out on 7/25 and said it was caused due to defective material that was selected by Empire. I want them to correct the problem at no charge to me.

  

  Business Response

  Date: 08/08/2022

  We appreciate the customer contacting us regarding their concerns.
  
  The customers vinyl plank flooring was installed in December 2020. We provide a one-year labor warranty with all installations. Because the labor warranty has expired, a quote was provided for service. The customer has accepted and service is arranged for Friday, August 19th.
  
  We thank the customer for their feedback and look forward to a positive outcome.

• Initial Complaint

  Date:08/02/2022

  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.

  3/29/22 vinyl planking was installed in our kitchen, laundry room, sun room, small bathroom & a small hall. After the planks were installed, while the installers were here, I notices spots that should not have been there. The installer even left to buy some floor cleaner & returned to clean my floors. Unfortunately the marks did not go away! I called the salesman to inform him of the marks and he came to my home at 9pm to see them & take pictures. He said they would take care of it. Our family had plans to be out of town for almost the entire month of April into May. The salesman knew this and said they would address it upon our return. The project/order was PRJ002015484 / SO01262009. We paid a total of $9146.86. So I am clear this was the CLEVELAND ****** I was dealing with. ************( not corporate). On 5/13 I received an automated message that Empire would be out 5/18 to inspect the planking. I contacted them for clarification. The 18th the original installer came (with another man who spoke better English) they said they were told to come out and "clean glue" off the floor. I explained, as I did the day of install about the marks. This time the installer took pictures. He said I would hear from the company within a week. This did not happen! Our family was out of town again the last 2 wks of May. On 6/7 I attempted a call to the salesman, no response. 6/13 came and it had been a month since the installer was here. 6/15 I left a message for the Sales manager to contact me. We spoke on the 15th and he said they would get someone out in the next 2 wks to replace damaged planks. I was to call in 72 hrs if I heard nothing. I heard nothing & attempted many calls. 6/22 I was scheduled for 6/30. 6/30 I spoke to 2 reps 10:15 & 1:35- "installer will call me" I had no further contact and they NO SHOWED. 7/1 we tried again, at 1:35 I was told installer wont do the job, He felt the whole floor should be replaced. I rescheduled 7/20- NO SHOW. 7/29 NO SHOW

  

  Business Response

  Date: 08/18/2022

  We appreciate the customer contacting us regarding their concerns.

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

  The customers installation was completed March 29, 2022.

  We are providing an independent third party inspection at no cost to the customer to address.

  Customer Answer

  Date: 08/21/2022

   
  Complaint: 17654815
  
  I am rejecting this response because:  I have been contacted by Empire, 3 different people who are suppose to be working together.
  The last contact I had was Friday the 19th. I was told that hopefully by the end of next week I would be contacted regarding a third party inspection. I don't wish to close my complaint at this time as it appears we are far from complete with these issues.
  Sincerely,
  
  *********************************** ****

  

  Business Response

  Date: 08/25/2022

  The inspection request was submitted to the third party.

  The scheduling of the inspection is at the convenience of the customer and the third party inspector.

   

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17654815
  
  I am rejecting this response because:  I have yet to hear from the third party inspectors. I was given their name last week in an email and contacted the company Friday ****. They informed me that the referral was made but my case had not yet been assigned. I do not wish to close my case with the BBB until Empire has resolved this issue.
  
  Sincerely,
  
  *********************************** ****