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

  771 Dearborn Park Ln Ste Q & R Worthington, OH 43085

  
• 

  Empire Today, LLC

  3839 East Paris Ave SE STE 304 Grand Rapids, MI 49512

  
• 

  Empire Today, LLC

  655 Peachtree Industrial Blvd Ste 200 Sugar Hill, GA 30518

  
• 

  Empire Today, LLC

  1403 S Third Street Ext Mebane, NC 27302

  

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:07/20/2022

  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.

  On June 18, ************************** my house replaced. This was done by EmpireToday and the cost was $1590.38. The evening of the installation I felt fleas bites on both of my legs, stomach and arms. I do not have any pets in my house inside or outside. I am allergic to pets. I have never owned one. I called the company and they have stalled me by not given me a resolution to my problem. I went to ********** and purchase some fleas items, it cost me $46.76. On June 30, 2022, I had a pest control company fumigate the outside and inside of the house. It cost me $205.00. On July 19 the fumigation company came in and fumigate again with no charge due to more fleas. These fleas can come back up to one year. I can't live this way. My whole house is a mess because I can't place any items in my bedrooms. I have attached all received and a time line of what is happening.I am a 72 years old lady with severe arthritis and allergies. I need my space at my house to move around. If you have any questions you can contact me at my e-mail address; ******************** I am unable to upload any pictures at this time, will try later thank you

  

  Business Response

  Date: 08/08/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken to the customer and offered a monetary accommodation for goodwill and customer satisfaction. The customer declined our offer. We hope they will reconsider as we would like to amicably resolve their concerns.

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17595156
  
  I am rejecting this response because:

  I did not accept the $300.00 that they offered as I had told EmpireToday that was not enough to cover my cost of the fumigations and to have my carpet removed as the ******************************** told me that the fleas can come back up to a year. They are still active in my carpet every 15 days, as I had to get different products to try and kill the fleas. I want them to come in, take my carpet out and refund my purchase prize. ******* told me after I had talk to her,  that she would get back to me after she contact management. She never called back this was on July 5, 2022.I am sending an e-mail to ***************************************************** showing all my documents as I was unable to attached them here.
  
  Sincerely,
  
  ******* (laly) Savoy

  

  Business Response

  Date: 08/17/2022

  We are currently in discussions on a final resolution to the concern. 

  Customer Answer

  Date: 08/21/2022

   
  Complaint: 17595156
  
  I am rejecting this response because:
  

  The company is not accepting what my solution to the problem is. They offer $500.00 to solve their problem. That hardly covers my fumigations.

  SOLUTION TO HAVE EMPIRE-TODAY MADE IS:

  1. Removal of carpet

  2. Refund the entire purchase price $1590.38

  3. Refund fumigation done to the carpet - $460.00

  4. Purchase of ********** purchase for fleas - $46.76

  5. If they do not want to removed the carpet - for them to pay the cost of the removal - $237.00

  All my files are in form of e-mail or pictures and I am unable to attachment as I had to placed all office cables away and now I can find them.

  I probably can copy and have a friend either fax it or send it to you. I have supplied BBB with all documents to sustain my case. I need Empire-Today to resolved this issue as soon as possible

  as I am living in the living room and sleeping on a recliner. I am 72 years old with severe arthritis and I am under a lot of stress due to not having any sleep at night.

  Very worry and concern about my current situation.

  On back of their business card they have their Mission Statement, which states:

  "We put our Customer First and act with a sense of Urgency to satisfy them. We treat customers, contractors, and co-workers they way we would want to be treated (Golden Rule). We take personal Ownership, Celebrate our successes,

  and build Trust through Integrity. We Work together to drive financial Results".

  I believe they do not satisfy the customers and do not respect customers rights.

  Sincerely,
  
  ******* (laly) Savoy

• Initial Complaint

  Date:07/20/2022

  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 contacted Empire today to for a free estimate to purchase flooring and have it installed in my home. The gentleman that came out was very kind we agreed on a flooring and set up an installation date. On June 1 they were to come out and install my flooring. A gentleman and one other person very young came out with him to install the flooring they were at my house for over 12 hours because they were ******* to get it done within two days. By the third day they had run out of supplies and said that somebody would have to come back and finish. I was not home at the time and my mother was there they tried to get her to sign some paperwork and I told her not to because the job was not yet completed . After inspection of the flooring they had done a very poor job they had damaged my carpet upstairs and gotten some sort of paint or putty on the walls going up my stairs. I called Empire they said somebody would call me back opened up a ticket and I never got a call back I ended up having to call again after the second person came out to complete the install. The second person that came out asked me to pay I told him I was not going to pay until somebody came out and fix the floors as well as my walls and carpet he said somebody would call me nobody ever did. I called again and opened up another ticket got a callback and a week later somebody came out to take pictures of the damage and said we would fix it. Again two weeks went by nobody came nobody called I ended up calling again and opened up another ticket. I scheduled another installation date with them which they called and cancel day Ive seen they didnt have the supplies. I called opened up another ticket ask for callbacks no ones called me back no one tells me how theyre gonna fix the damage to my house . I was given the direct number to the guy whos doing the install he doesnt answer his phone either. How to speak to a manager they cant direct me to anybody I leave messages and no one calls back. This is

  

  Business Response

  Date: 08/02/2022

  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:07/20/2022

  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.

  On July 18, 2022 Empire Today was to install a new Kitchen and Bathroom floor. They showed up at 8:30 am and started working. I received a call at 12:20 pm that they were almost done, so I left work to inspect the insulation. When I got home I went into the bathroom and the first thing I noted was the installer had the toilet removed and it was sitting in the bathtub. I then noticed the scratches all over the front of the tub. This bathtub has been reglaze a couple of years ago to a bright white color for the original color of green. I then noticed he was having trouble installing the toilet back to is original location. It was about 1/2" off the floor and would not go down anymore. I asked him what the problem was and he said the metal seat is to high above the floor and will not go down. this is the cast iron sewer pipe that the toilet sits on to make a tight seal. I then notice that the fill hose value would not shut off and he had it draining into a bucket. I asked him if he had a cap and he said no, so I went and found one that I had, turned off the water and gave him the cap to place on the value. He called his office and talked with a *********************************** and she found a plumber to come out within the hour to fix the toilet so it would be able to work. The installer left at 3pm and I signed the papers with the issues that had happen. I waited 1 hour and no plumber showed up so I called ******* back and it went to her voice mail. I then called some other numbers but all went to voice mail. I still do not have a working toilet 48 hours later and no one will answer my calls, or return a call about what they are going to do. They are paid in full and the work is not complete, I do not have a toilet to use! I did get a quote of $650.00 to Reglaze the bathtub back to the way it looked on Monday morning before they started installing the floor. At this point I would like them to come back tear the floor back out and install a sub floor and the reinstall floor.

  

  Business Response

  Date: 08/03/2022

  We appreciate the customer contacting us regarding their concerns.

  A manager is in contact with the customer and service is currently arranged for Thursday, August 4th. 

  We are working with the customer regarding the damage to their bathtub and agree to provide a resorbable accommodation for it's repair.

  We apologize for the inconveniences and thank the customer for their feedback.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17590418
  
  I still need to see what the final response will be and what they are offering for compensation to the hardship of not having a toilet for 18 days and missing 12 hours from work plus the $650.00 it will cost to repair the bath tub. More time off from work will happen when the refinish the bath tub.

  The floor and toilet was installed on 8/4/22 but now I will need to repair the other damage that was left from the first installer.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/10/2022

  We have remained in communication with the customer.

  We are awaiting quotes, for the repair of the damage, that the customer agreed to provide.

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17590418
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/19/2022

  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 done in my mobile home- hall way kitchen and dining room.I watched when measured right in front of door was measured down the hall. When installers came and just about finished they said my hall was a foyer. Now it sits not finished I would never recommend When called to see if they could come do another estimate. I would never recommend this company

  

  Business Response

  Date: 08/05/2022

  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 April 18, 2022.

  The local office completed a service on August 1, 2022 at no cost to the customer.

• Initial Complaint

  Date:07/18/2022

  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.

  Please see email below I sent to the sales representative: Hello ****,You came and sold me some product at my ******* address on Whidbey Island on July 6th. Not sure if you remember me or not? Near **** Lake?I called into Empire Today to cancel as I've had a change of financial circumstance and they indicated that there was a penalty of 25% for cancelling after 3 business days of the contract and asked me to read my contract. Unfortunately, it was sent via an unrecognized do not reply email address called sendgrid.me and was registered as spam and went directly into my spam folder. Not surprising given the email address used since it wasn't Empire Today like the rest of the email correspondence I'd been receiving.The next problem I encountered after calling Empire Today this afternoon and just reading the contract for the first time tonight was that it wasn't for the agreed upon $10K and change plus tax but had a service plan thrown in for an extra amount I wasn't aware of and charged a total balance of $15359.16. This was never agreed upon as the total I'd accept for the work. If you recall we discussed numbers back and forth, product grades and what I could afford on disability and you called your manager a few times to discuss if you could ***** the agreed upon amount we discussed. You received clearance for the $10K and I signed your electronic notepad but I never saw the amount that day on your tablet that we agreed to and I certainly didn't agree to $15K and change. I even recall you made a note in the database you showed me about the changed amount because you said you couldn't change it digitally but would make sure they adjusted it.I don't know if this was user error, confusion between your manager and yourself or what happened but it is fraudulent misrepresentation and I would like be released from the contract with yourselves for work. No product has been scheduled yet to be installed and so it isn't any "sweat" off of anyone to cancel.

  

  Business Response

  Date: 08/01/2022

  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.

  Customer Answer

  Date: 09/08/2022

   
  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:07/18/2022

  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 purchased two rooms of carpet and upgraded padding from Empire today in December 2021. The carpet was to replace carpet in the two rooms that had pet stains that regardless of how many times I had the carpet cleaned the stains reappeared. Thus, I purchased brand new carpet and padding which was installed on January 15, 2022. About a month ago the exact stains began to surface. I contacted ********************* who is the **************** Manager in the *********** Market **********************, ********************************************************. He was very kind in the beginning. He asked for photos which I sent him. He pulled my invoice and verified that I had purchased carpet and upgraded padding with a barrier. I asked him to keep me updated. I have called and left voice messsages for him 4-5 times and emailed him as many times and he does not respond to any of my communication.I wish I had read some of the other complaints about Empire before this fiasco. I will not go 2 years waiting for action from Empire as I have since read about. My inclination is to hire an independent contractorrand have this carpet pulled up and inspected.

  

  Business Response

  Date: 08/04/2022

  We appreciate the customer contacting us regarding their concerns. We have spoken to the customer. On July 30, 2022, we conducted an assessment of the carpet and the damage to the carpet is resulting from site related activities. The damage depicted in the attached photos is not covered under warranty.

• Initial Complaint

  Date:07/18/2022

  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 purchased vinyl waterproof flooring from Empire Today in Sept 2021 and it was installed the same month. Since install, the flooring has failed on several occasions (panels pulling apart, cracking, etc). We have had many repairs made to the flooring under the warranty. However, the last repair done in Feb 2022 was done poorly resulting in several panels in our dining room being elevated and becoming a safety hazard and eye sore. We filed several claims since then with Empire and have been denied further repair. Their company performed at least two inspections and tell us that it is a site issue and also moisture issue and that they are not responsible and we will have to pay for repair of this area, but did not inform us of the cost. We know for a fact that the inspections revealed no moisture in the dining room because we witnessed the test and the inspector told us there was no moisture present.We filed two complaints with Empire Today on 6-22-22 (Ref #s ****************-***********). Empire Today has yet to respond to these complaints. Since the issue in the dining room started, we filed another claim in June 2022 for an area in the family room to be repaired (cracking of panel under vinyl covering). We had to call them several times about this claim because we received no responses from them. Finally, a supervisor contacted us on 7-13-22 and asked for pictures. We sent them and on 7-18-22, the supervisor said it looks like moisture damage and refused to repair the area. There is no moisture where the panels cracked. The supervisor told us to have a 3rd party inspection done which we have to pay for. We asked for copies of all of the inspection reports done by Empire and were told that they dont provide that information.We are so frustrated with this company. We paid them over $8,000.00 for this flooring and Empire Today is refusing to honor their warranty and to make necessary repairs to the floor.

  

  Business Response

  Date: 07/26/2022

  We appreciate the customer contacting us regarding their concerns.
  
  We have performed a site assessment and elevated moisture levels were detected.The e moisture related damage is site related and therefor not covered under warranty. We have provided our findings to the customer and offered to repair at a discounted cost. 

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

• Initial Complaint

  Date:07/18/2022

  Type:Order 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.

  Contract was signed May 17th for ****. Empire has been paid in full. On the 17th of May we locked in an install date of July 18th. I was notified by empire with confirmation of the 18th 5 times on July14th. I notified my sales rep at 745am I didnt have an install eta. As I am writing this post I have yet to hear back and its been over an hour. I received a phone call from **** that empire wasnt coming and no new date was assigned. I had to call customer service to get my new date. They still could not give me a better eta than 8am-6pm , the day before the install. That doesnt make any sense less than 24 hours and cant get a solid ETA.

  

  Business Response

  Date: 08/03/2022

  We appreciate the customer contacting us regarding their concerns.

  The installation has been completed and we have come to an amicable resolution regarding the project.

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

   

• Initial Complaint

  Date:07/17/2022

  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 went through empire flooring (Feb 2022). First they did our carpet. Everything was fine. Then they put in our flooring. The flooring was the wrong product. There was nothing they can do they said. They said this is a better product! We wanted the snap flooring thats what we paid for. Again nothing they could do for us. They said they would not charge us for the glue for the flooring. Some big scratches were made in the flooring. They were supposed to come back to change those and get us transition from tile. Today while cleaning the floor I noticed all the flooring was coming up. Come yo find out they never glued the floor to the ground! We have reached out to the manager that came to tell us how amazing the floor is and to keep the glue down ones. He puts us right to voicemail. Weve called empire flooring more times then I can Count. Im getting nowhere expect out $15,000 and my flooring coming up.

  

  Business Response

  Date: 08/03/2022

  We appreciate the customer contacting us regarding their concerns.

  Service was completed on July 27th. We thank the customer for their feedback and apologize for any inconvenience.

• Initial Complaint

  Date:07/17/2022

  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.

  1-5160821951 purchased $8000 worth of floors with a one year warranty.4/21/22 Explained to the sales person needed waterproof floors due to pets and scratch resistant due to children and dogs. He recommended the floor I have. Said don't let water sit for days and clean with plan water. I followed this exactly as explained. Most any water sat was a few hours since accidents happened at night while sleeping or at work. Asked for warranty on 2 spots where floor is blistering and raising at seem. They refuse to cover warranty stating too much humidity in my home. This should of been tested before selling it to me. Reported 3/22 damage asked twice for proof of humidity being out of range. No response. They said they would repair for $700. It should warranty and they are not returning my calls. I would like the floor repaired for free. Thank you *******************************

  

  Business Response

  Date: 07/26/2022

  We appreciate the customer contacting us regarding their concerns.

  A Manager contacted the customer and has scheduled service for Monday, August 1st.

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