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

  58 York Avenue Randolph, MA 02368

  
• 

  Empire Today, LLC

  200 Elm St North Haven, CT 06473

  
• 

  Empire Today, LLC

  103 Central Ave Ste 400B Mount Laurel, NJ 08054

  
• 

  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:07/28/2022

  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.

  Empire came to my home to install carpeting as well as vinyl flooring. The team, comprised of 2 men and a woman were of I'm assuming were of Mexican origin, who spoke very, very little english, were nice but could not communicate properly with English speaking, installed the flooring. Upon their exit, I quickly discovered that the carpeting is loose and sloppy with sunken areas as well as under carpet gaps. The kitchen's vinyl flooring is pulling loose from the adhesive in the kitchen, I called the salesman, *************************** 3 times with no response or return call as well as calling the company 5 times whereupon on the fifth time, because I couldnt understand the woman on the phone, I was hung up upon. I am not a crank nor am I prejudiced against foreign workers. I simply want the flooring corrected without having to involve an attorney. Over ******* I paid, I just want it installed properly by English speaking people whom I am able to communicate with. Thank you.

  

  Business Response

  Date: 08/11/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office has contacted the customer and resolved the matter amicably.

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

• Initial Complaint

  Date:07/28/2022

  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.

  We had our Highmoor Click Lock LVP flooring installed on 12/31/20, a week later than was promised. We had just moved in and they promised they would install the floor a week earlier before our boxes arrived. Instead we had to just leave the boxes packed for a week. Within a few months, we started to see buckling in the flooring. We contacted Empire and they sent someone out to inspect and said the floor was installed incorrectly and they would have to fix the buckling sections. We never heard from them again so we called and someone came out to fix one buckling section. Someone was supposed to come out to fix another buckling section but, again, no one came out and we had to call again. We finally got a manager in approximately 3/2022 and he agreed the floor was installed incorrectly and the whole floor would need to be replaced. We never heard from them again until we received an Empire sales call and complained to the sales agent. We talked to another manager who said that our only option was to re-install the entire floor. I told her that I did not have time to take off work to deal with a new floor. I told her I just wanted a refund so I could reinstall the floor at a better time. She said if I wanted a refund, they would have to rip out the entire floor and take it with them, leaving me with no floor at all. She said they would have to send it back to the manufacturer as defective. But every person who came to look at the floor said that it was an installation problem, not a flooring problem. The floor in one room is buckling so bad that the vinyl is coming apart. After a year and a half of going back and forth, I think it's only fair that they refund my money. There is a labor warranty that is good for one year after installation. We started dealing with the floor buckling within that one year window of service. I have left 4 messages this week alone and have not received a call back.

  

  Business Response

  Date: 08/11/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office has attempted to contact the customer to discuss resolution to the customers concerns. **************** has directed us to **************** and unfortunately, our attempts to reach her have not been successful.

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

   

• Initial Complaint

  Date:07/28/2022

  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 Vinyl Flooring installed over a year ago. I bought the extended warranty to protect my investment. I've had an issue of the boars separating I had to make several calls to Empire Today to get the issue resolved. They never followed through. I finally went to the physical warehouse and finally talked to someone that sent a crew out to fix the floor. Now the floor is having issues again. There is an odd waving of the boards and some boards are separating. Again I have emailed and called the ***** number and local numbers for months now. Nothing has happened. I haven't found my contract but I'm looking for the paperwork.

  

  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 23rd.

  We appreciate the opportunity to resolve this matter and thank the customer for their feedback.

• Initial Complaint

  Date:07/28/2022

  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.

  Luxury Vinyl Planlking installationoriginal install Oct/Nov 2020. Product installed improperly so re-install was completed Sept/Oct 2021. Re-install is now failing. The re-install is actually worse than original installation. Planks are seperating from each other and planks were cut short so baseboard does not cover the end of the run. I have requested a full refund for the installation. They are refusing to return my calls or emails. The orginal investment was over $9500.00.

  

  Business Response

  Date: 08/11/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office is sourcing the wall base to be painted prior to installation.  We hope to have this project completed shortly.

• Initial Complaint

  Date:07/27/2022

  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 flooring installed on March 8, 2022. In June I noticed that there was a board coming up in my office area. I called customer service on 6/30/22 to ask for someone to come out and repair the floor. I received a Ref# and was told someone would be calling me back within 1 to 3 days. No one called. I called customer service again on 7/7/22 and had to leave a message to have someone call me. I got a call from ***** on 7/12. I explained to her what was going on. She had me send her some pictures of the floor, there is now a couple of other boards that are raised. I was told the installer would call me. I have received no calls. I sent ***** an email twice asking for an update. Nothing. Today I went to the web site and did a chat, I was told to call customer service. I asked them to have someone call me instead, they said they could not do that and that i had to call customer service again. They then disconnected. I am very frustrated. I just want someone to come out and repair the flooring. I spent over $4500 dollars on the floor that I was told was guaranteed for life. That's great, but if you can't get someone out to repair it, what good is the guarantee.

  

  Business Response

  Date: 07/28/2022

  We appreciate the customer contacting us regarding their concerns. 

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

• Initial Complaint

  Date:07/27/2022

  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.

  *** was the start date. the June 1 June 11 June 15 July 11 and current . We ordered carpet it came on Thursday at like 630 to insult Thursday night my daughter went to bed in her new room 9pm we found maggots in the carpet we called immediately. The person we spoke with we will be our asap well they didn't come till Sat night at like 8pm we showed them the carpet *** the bugs and the flyes that had hatched we called for exterminator. I have pictures of the bugs and carpet and Flys. They said on the phone he would make it right. Finally a month later they said basement would have new carpet as a courtesy. But they only did one area. And continued to **** us 2 months of late fees and no response. My husband has cancer and had to go to hospital bc of the exterminator. We had to deal with the flies mess. Check email photos. We have contacted and called multiple times. Nothing no response .we need help.

  

  Business Response

  Date: 08/11/2022

  We appreciate the customer contacting us regarding their concerns.

  A Resolution Specialist reached out to the customer to discuss resolution to this matter and has made a fair offer to resolve.. The customer wished to discuss with their spouse and advised they would reach back out to us. 

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

• Initial Complaint

  Date:07/26/2022

  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.

  Empire carpet. They damaged my staircase balusters in the installation of carpet may 3, 2022. The amount I paid for install was $998. One of the references numbers pertaining to this incident is: ************. I've been working with numerous people including *********************** and his supervisor ***************** number is ***************************. They offered me $200 to repair stairs. Then when I refused they required me to get three separate estimates for the damage repairs as of 11:30am on 7/26/22 I have two estimates at $3,500-$3,750 and waiting on third. As of noon 7/26/2022 I have obtained ****************** required and have placed a phone call into ******* and and email to ****** with No confirmation nor reply. ******* nor ****** have shown proper communication and or professionalism in handling the complaints and the resolution of this existing issue. Due to the scratches on the metal balusters, they will need to be replaced. Empire carpet has been giving me the run around and making it next to impossible to reach a resolution!

  

  Business Response

  Date: 08/11/2022

  The local office has contacted the customer and scheduled an inspection of the issue.

  We regret this has been a concern, and we thank the customer for their feedback.

• Initial Complaint

  Date:07/26/2022

  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.

  This floor company was hired. They have damaged my walls and carpet, for which I was compensated. The issue is they have not completed the job. I was promised an order of a stair nose that would be a better match for what was installed (without my confirmation) and also I was promised extra pieces, which were left at my house but then collected by the installers. Additionally, there is a piece missing in the kitchen near the dishwasher where the install team was to come back and add that piece. I have called many times, and left messages to the install team, nothing was scheduled and no returned call for status. I called the manager i had been communicating with, he stated he would get someone out to the house, nothing was scheduled. today, 7/26 i called, no reply. on 7/24 i left a text message, no reply.

  

  Business Response

  Date: 08/03/2022

  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:07/26/2022

  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.

  In August of 2020 i had flooring installed . Not even two years later my home office vinyl flooring is peeling from the floor. I was told that I had a lifetime warranty for the flooring but when I called I was told it was outside of the 1 year and I had to pay 175 dollars just to have someone look at it plus repairing cost.I am extremely disheartened and concerned about this because I was provided false information from the sales agent that sold me this product. I would like this matter escalated as I should not be held responsible for this manufacture/ install defect.

  

  Business Response

  Date: 08/02/2022

  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 vinyl plank flooring was installed in August 2020. Since the labor warranty has lapsed, a quote was offered for service.

  .

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17627678
  
  I am rejecting this response because:There was no clear explanation of the 1 year rule.  I was told by the sales person that my floor would be covered for the lifetime of the product.  I am hoping that the 175 fee can be waived and that this floor can be looked at and repaired. I will await a response to resolve this issue 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/10/2022

  The warranty coverage is mentioned in both the customer's contract as well as the installation paperwork, which was provided at the end of the installation. Both documents reference where all warranty information can be located on our website.

  The manufacturer's warranty does offer extended coverage for any defects in the flooring. The labor warranty was for one year after the installation and expired in August 2021.

  Customer Answer

  Date: 08/17/2022

   
  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 sales rep informed me differently .. the conflicting communication between contract and sales representative trick the customer into agreeing to purchase the ********************.  Something should be done to acknowledge this error and provide comp services to repair the defect in the flooring. *********************** was the sales rep who informed me of full coverage on flooring.
  

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

• Initial Complaint

  Date:07/25/2022

  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.

  In June of 2022, my husband and I decided to have Empire Flooring redo our house.We agreed on the living room, dining room, kitchen bathroom, laundry room and hallway we agreed that it would be $8,400. Empire today stated that it would take two and a half days total and they would start in the kitchen and work their way out so when it came time to have the floors redone it was not a professionally serviced company it was two guys in their personal vehicle with a trailer. They were in my home for 4 days. Two of those 4 days of that time we did not have access to the front door any exit points or my kitchen. I had to climb in and out of Windows and use my RV gate to enter an exit my home which was not part of the initial understanding. And this time there were people entering my home without my consent, doors left open ALL day. Unauthorized people in my home speaking in Spanish where most of the conversation was curse words. Once they were done, my home was left in complete disarray. All of my furniture had been moved and needed a professional cleaner to be cleaned and then my husband and I had to put our furniture back where was supposed to go also they left my AC running all day and the door is wide open so my AC broke that was a $75 home warranty coverage charge. They broke my couch which was $1,900, dented my dryer and left my home in a dust covered mess. The flooring is not even install correctly. We contacted the installation manager to resolve this issue, it has not been resolved yet. The only credit that was offered was $1,700. That amount does not even cover my couch that was broken by the installers. We were not informed that they had broke. My couch either. We found it when we moved our furniture back. We have had no contact until I or my husband have made the attempts. We do not believe we should be charged $8,400 for services when the floor is not completed correctly and other parts of my home and property have been destroyed.

  

  Business Response

  Date: 08/11/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office has completed service and provided a written offer of resolution to the customer. We look forward to their positive reply.

  Customer Answer

  Date: 08/14/2022

   
  Complaint: 17621056
  
  I am rejecting this response because:
  
  it is NOT a satisfactory response from a company and the the refund was laughable at best. The refund barely covered the damages. It does not reflect any measure of responsibility or accountability for the company's neglect and disrespect to my home and time. After 2 months time there has been a serious lack of communication, failure to schedule repairs, and the unprofessionalism of the company as a whole. The company is well-established so how they have handled this situation has been completely lacking. Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/22/2022

  The customer was offered an additional monetary accommodation above the amount to reimburse the reported damages. We feel our offer is fair. We hope the customer will reconsider.