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

  120 Spagnoli Rd Ste 3 Melville, NY 11747

  
• 

  Empire Today, LLC

  9018 Rico Rd Monroeville, PA 15146

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today, LLC

  1864 Enterprise Parkway Twinsburg, OH 44087

  

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:07/16/2022

  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.

  Empire Today ************** Consultant was at our home 6/9/2022; we purchased Aspen Summit tile for all of our vinyl areas.Work started on 6/16/2022.Boxes reflected Himalaya Snow. When questioned, told it was the same, just ****** version of the same tile. Two workers worked 6/16/2022 & only one until 1pm on 6/17/2022.They came back 6/20/2022 and 6/21/2022. We have many pictures.SAFETY ISSUES Finding 5 box cutter BLADES, laying around.Very dangerous! The transitions between where the tile ends & the carpet begins are TRIP HAZARDS!I stepped on one of the ***** sticking out & was able to step away quickly before PUNCTURING my foot! DAMAGES We had no problem moving our car from garage so that they could put the ************ supplies in there, but they absolutely should NOT have mixed sealant/cement where we parked our car in the yard! There was PLENTY of other places to mix. We contacted Empire many times trying to get them to be responsible.They repeated several times that we signed a contract for our home to become a construction zone.They sent someone out who made our home safe for us, and even he could NOT believe all wrong & took pictures & filed report.Additionally, the grout color we chose was NOT consistent throughout the tile areas.After several complaints, Empire sent SAME guy to "fix" the grout issues" still NOT all of them.Another person is coming 7/18/2022.Empire said we had to get an estimate for the car,.****** said our pre-collision/radar sending signal "blind" SAFETY ISSUE!Empire would not accept & wanted estimate from detailer.Empire wanted us to sign an accommodation agreement, and pay out of pocket for the ************** would credit acct. NO Way!We refused because they woul include our car's safety equip to be checked out, nor agree ****** could fix IF detailer couldn't remove splatters.We have told them to include ALL of our concerns, then we would sign.They are ignoring us.They have our $ and are NOT helping us get our car repaired!

  

  Business Response

  Date: 07/28/2022

  We appreciate the customer contacting us regarding their concerns.

  We have processed the reimbursement for the car detailing and will address any additional issues should they arise.

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

  Customer Answer

  Date: 07/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, based on what we know right now, find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** & *************************

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As others stated above, empire has horrible customer service. We were promised next day installation. Which turned into the next day which turned into a week from then. Which turned into 2 weeks and now, today, the installers never showed up. It looks as if they are over booking customers then cancelling last minute to get more business. However, this is greatly impacting their customer service. Every time I call and try to reach someone I get a call center which attempts to put me in touch with someone named *****. This ***** person has never reached out to me besides our initial phone call. (You can also look up ***** on their yelp page and see she is a habit of never returning calls). After looking over the contract, I know there is a lot of fine print to cover them with installation dates but if they were open and honest with installation dates then they wouldnt need so much fine print to cover themselves. I was told that the rooms needed to be almost empty before install so I rented a storage and moved everything in my home into it and you know what? Now its been there almost 3 weeks and no carpet has been installed. They dont care that I have missed countless days of work, resulting in wages lost, because they lie about installation dates. They say the installers are on their way and never show. It seems that the communication is not there. I would like to give them the benefit of the doubt and say this is a one time occurrence but so far I am losing hope. However, after all this, I did have a great LVP installation with them once before. They did keep their word with next day installation and the communication was amazing. The quote was correct and I would recommend them again for LVP. So far only carpet has been the issue.

  

  Business Response

  Date: 07/25/2022

  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:07/14/2022

  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.

  I hired empire to install flooring and signed a contract indicating locations and terms. They did not complete the contract. 1. They did not install in room with furnace, installer said they couldnt because it would drop the furnace down since it was tile.I paid per contract to have it installed and tile removed. 2. They left my home a complete mess dust everywhere and scratches in walls as well as dirt marks.3. They removed toilets but did not install them correctly wobbles and loose when you set on them also no caulk around them.

  

  Business Response

  Date: 07/26/2022

  We appreciate the customer contacting us regarding their concerns.

  We have contacted the customer and resolved the matter amicably.

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

• Initial Complaint

  Date:07/14/2022

  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 them put sheet vinyl in my home. The salesman told me they would tear out the old vinyl. They didn&#**;t do that, and now the floor in there is 1" higher than the next room. We didn&#**;t want to be tripping over it so they put down a thresh hold that is very ugly. I would have preferred a rounded piece of wood. I am partial blind and floors that are different levels is a problem. On top of that I had to have the bottoms cut off of 4 doors in order to clear the new floor. The kitchen vinyl got scratched while they were here. There are many issues that go with this job, but I am most concerned with the dangerous aspect of the two ********** entries.

  

  Business Response

  Date: 08/03/2022

  We appreciate the customer contacting us regarding their concerns.

  A Manager contacted the customer and has scheduled service for Wednesday, August 10th.

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

• Initial Complaint

  Date:07/14/2022

  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.

  Purchased services of flooring for tiles and carpeting for my home. The carpeting job has not been completed in the time given per the company and has been rescheduled several times and I have reached out several times to only be told they will submit a ticket. They should finish the job that was paid in full or refund what is rightfully owed to me.

  

  Business Response

  Date: 07/28/2022

  We appreciate the customer contacting us regarding their concerns.

  We have completed the installation on July 27, 2022.

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

• Initial Complaint

  Date:07/14/2022

  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 contacted Empire today about poor installation and products because we were told the floor had a life time warranty!!! The quarter round they installed is peeling and cracking all over the house and they hid the worst of it behind furniture and appliances which I can now see after moving these large items. When I called I was informed there is only a 1 year installation warranty and there would now be a 200$ non-refundable inspection fee. None of which I was told at purchase!! I was also told only the flooring is covered by the manufacture so the quarter round would not be covered anyway. They continued to demand my only option is to pay this fee for them to inspect a product that is not covered which I will then have to pay to repair!! They use cheap products and do a poor job. Their customer service is even worse!! They refused to allow me to talk to any management and the escalation manager states she has escalated my request but refuses any proof and is extremely unprofessional. I contacted the website customer service and the cooperate number they provided is not functional!!!

  

  Business Response

  Date: 07/26/2022

  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 June 1, 2020 and issues with the flooring was reported on July 14, 2022. 

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

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17565485
  
  I am rejecting this because the poor installation was purposely hidden behind large appliances and shelving making it unnoticeable until we cleared out the room. Even with this explanation company wants me to pay 200$ which is non refundable for a travel fee!! Meaning if I lived closer the few would be less. This is more than the cost to repair the issue myself however this is not an uncommon issue and for spending thousands on a new floor it is unacceptable practice. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/04/2022

  When one (1) year labor warranty has expired, any service provided does come with a service fee.

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

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17565485
  
  I am rejecting this response because:they hid poor labor and have no concern for their poor practices. They need to be investigated as this is a common issue!!!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/13/2022

  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 got my floor installed in 2020. Salesman promised that 1 they never run out of the product I chose because that is the way they work with the manufacturer and two by selecting a plank with lifetime warranty I am covered and just need to call and it will get replaced. Within a few months there was some planks that broke and was replaced. A few months later the same plank broke due to poor installation. I called them and they wanted to charge me $75 just to determine if it is due to the manufacturer or poor treatment. This of course frustrated me and told them what I was promised and said they would return my call and never did. Recently I remodeled the kitchen and requested an estimate to replace the planks in the kitchen because of the remodel. Which I am willing to pay because it is not Empire's fault. The salesman tells me that they no longer carry the line due to the manufacturer went out of business. That is a lie because I looked up the company and they are still operating. I showed him the broken planks which he even said it keep breaking due to poor installation and took pictures of it. He said he is going to show this to his manager and is going to assist me. It has been a few weeks and no one has called back and some how no one has any record of someone coming over even though the gentleman was driving an empire car, had the uniform and even the samples.

  

  Business Response

  Date: 07/28/2022

  We appreciate the customer contacting us regarding their concerns.

  We have scheduled a service for July 29, 2022.

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

• Initial Complaint

  Date:07/13/2022

  Type:Sales and Advertising 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.

  Around the April 9th, my son had floors installed as a mothers day gift from Empire today. The vinyl flooring installers came. I was told that they would move furniture, remove toilet and washer and dryer, (we had to make sure water and gas was shut off). They came in, opened boxes and proceeded installing. They worked without seeing if floor was level (even though they had to add a subfloor to the washroom and flex room). My husband is a disabled first responder who was in a hospital bed had to be transported from one room to the other. First off one of the guys was rude, he said they could not move the toilet or washer and dryer. I had to call the plumber to remove the washer and dryer. They broke my 70 inch tv stand and empire offered 50 dollars. When the job was done, just glancing at the floors I thought ok. That same day I noticed gaps in the floor, molding not placed around corners especially at the stairs (they said that the carpet guy would place the molding after he installs the carpet). The next day I walked into the flex room and felt a crack, the floor is not leveled! The carpet guy came. One young man doing the job. He too was very rude, when asked to see a sample of the carpet he showed me a quarter size piece. Long story short he cut my carpet too short at the edges, ******** underneath, little or no padding, two black stains, loose steps they creek when I walk on them. There are tac strips in the carpet! There have been several attempts to repair/tuck the carpet. Same problem keeps happening. There have been several calls to customer service followed by emails to ********* and now to another young lady ************** asking for more pictures. Its been 90 days no completion of floors! The flooring manager **** stated that he was handling things not the case! My son is financing ****** (***** fargo has been contacted that work is not complete and Empire needs to adjust their price) for floors which are horrible! Help waiting!

  

  Business Response

  Date: 07/26/2022

  We appreciate the customer contacting us regarding their concerns.

  All repairs needed for the vinyl plank flooring have been completed and we have replaced the customer's carpet with an upgraded one, at no charge to the customer. 

  We apologize for the customer's experience and thank the customer for their feedback.

   

• Initial Complaint

  Date:07/13/2022

  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 March of 2019, empire installed flooring throughout my house. Manufacturing warranty clearly states lifetime warranty which includes delaminating of the product. The product is Astoria. When I called to get a warranty claim, *******: 1. Stated my product was no longer in stock. It is. You can see it online on the empire site. 2. ******* created a fake invoice, with todays dates, claiming I bought a different product. Theyre deliberately fraudulent. And not honoring the warranty.

  Customer Answer

  Date: 07/13/2022

  Can you provide the name and address of the business this should be against? Thank you, Cody 

   

  Hi Cody, 

  The name of the company is Empire  - https://www.empiretoday.com/

  They come directly to the house when you call them, and it isn't apparent on the site what the physical address is. I would guess they have traveling sales people, and then some sort of ************* for their corporate affairs that might not even be in the state from where I receive service. 

  Please let me know how else I can help. Thanks! 

   

  

  Business Response

  Date: 08/02/2022

  We appreciate the customer contacting us regarding their concerns.
  
  We conducted an assessment of the installed product at no cost to the customer.
  
  We filed a warranty claim with the manufacturer on the customers behalf that was denied as being site related failure.
  The flooring was found to be free of manufacturing or installation defects.
  
  We have expressed the site related matter needs to be rectified before any offers can be extended.
  
  We appreciate the customers feedback and look forward to amicably resolving this matter.

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17443994
  
  I am rejecting this response because: The warranty claim response stated that the reason the product failed was because rolling chairs. I have not ever used a rolling chair in the kitchen. This is at the sink and where I prepare food, there are lower cabinets there. How would my legs even fit if I had used a rolling chair in this area? This is an unfounded claim. At the time of installation they noted the subfloor was damp, this was because the installer used concrete leveling and used way too much water and it took forever to dry out. (I have pictures). Nevertheless, I signed that I would take liability for moisture because I knew that once the concrete dried out, this problem would not be an issue anymore. However, the reason for why the warranty would not be upheld was because of "Roller chairs" (which again is not possible) not because of moisture damage. The moisture readings were perfectly in normal range when the warranty inspector came. I did not sign that I would take liability for product malfunction that wasn't caused due to non-moisture malfunctions. The subfloor was not in poor condition. 

  This product has a lifetime warranty. It has been 3 years. Normal wear and tear should certainly exceed three years especially when the warranty explicitly states lifetime and it covers wear and tear. 

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

  

  Business Response

  Date: 08/08/2022

  The damage to the flooring is consistent with site related damage.

  
  The flooring has been broken off as depicted photos in the attached photos. This would indicate the flooring had cupped from moisture exposing the edge of the board then was later broken off.  

  
  The manufacturer reviewed the photos and denied the claim expressing this damage typically occurs from roller chairs.  The manufacturer did not definitive state that was the cause of the damage.
  The manufacturer also stated high moisture in the subfloor will cause problems with the flooring.

  
  The customer may hire their own certified independent flooring inspector, at their cost, and submit a certified flooring inspection report to us for review. Certified flooring Inspectors may be located through the ****** NWFA, or IICRC. The previous report submitted by the customer was not provide by a certified ******************** inspector and cannot be taken into consideration.

• Initial Complaint

  Date:07/13/2022

  Type:Sales and Advertising 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 ordered carpet for my living room from Empire in September 2021. When the sales person came to show me samples, my wife and I picked one of them. We made the appointment for installation. It had to be a weekday, so I had to take off of work. The day of, they showed up with the wrong amount of the carpet not to mention the quality of the carpet wasn't the same. It was significantly cheaper quality. They asked me if it was ok if they patched the area that wasn't covered with a different carpet. When I told them no, I wanted the entire area covered with the same carpet, they told me they would have to rip up everything they had put down and come back the following day to redo everything. Now, my wife had to take a day off as well. The following day they installed the carpet. I doing so, they spilled a container of glue on flooring and ruined it. I had the carpet for a few weeks before it started pulling apart and coming up on the edges. I reached out to them multiple times and after speaking to multiple people that were rude, they offered me $50, followed by $200 weeks later. This is unacceptable! In the meantime, I had already taken the rug out because it had become nothing more than a tripping hazard around the house. I spent over $1,300 on this rug. It was broken up into 2 equal payments. After asking them for a refund for at least half and them denying it, I made a claim with my bank. After my bank returning the one payment to me, I received a letter from Empire that they were going to send my account to collections. I have reached out to them a number of times from March until today. Nothing has been resolved at all with them. They are nothing but rude and always say that someone will contact me, but nobody ever does. I can't have this hurting my credit score, and if it already has, I need it to be fixed. Upon looking at reviews for the company, I can see I am by far not the only one that has a problem with this company. Please help me resolve this matter.

  

  Business Response

  Date: 07/28/2022

  We appreciate the customer contacting us regarding their concerns.

  We went to install carpet, which the customer verified prior to installation, on September 28, 2021. 

  There was a shortage due to a mismeasurement and was completed the next day.
  
  The customer was offered compensation for the delay and damage by the installer.  

  

  Business Response

  Date: 08/16/2022

  The local customer service manager has contacted the customer and resolved the matter amicably.

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 17559901
  
  I am rejecting this response because:

  I have gone back and forth with this company for just about a year. I ordered carpet for my living room from Empire in September 2021. When the sales person came to show me samples, my wife and I picked one of them. We made the appointment for installation. It had to be a weekday, so I had to take off of work. The day of, they showed up with the wrong amount of the carpet not to mention the quality of the carpet wasn't the same. It was significantly cheaper quality. They asked me if it was ok if they patched the area that wasn't covered with a different carpet. When I told them no, I wanted the entire area covered with the same carpet, they told me they would have to rip up everything they had put down and come back the following day to redo everything. Now, my wife had to take a day off as well. The following day they installed the carpet. I doing so, they spilled a container of glue on flooring and ruined it. I had the carpet for a few weeks before it started pulling apart and coming up on the edges. I reached out to them multiple times and after speaking to multiple people that were rude, they offered me $50, followed by $200 weeks later. This is unacceptable! In the meantime, I had already taken the rug out because it had become nothing more than a tripping hazard around the house. I spent over $1,300 on this rug. It was broken up into 2 equal payments. 

     

  After asking them for a refund for at least half and them denying it, I made a claim with my bank. After my bank returning the one payment to me, I received a letter from Empire that they were going to send my account to collections. I have reached out to them a number of times from March until they finally began responding to me I guess after your initial contact with the. They came back and told me that they would take care of part of that payment due and I would be responsible for around $300 and they would charge my card on file for the balance. After reluctantly agreeing (I shouldnt have to pay for any of this), they never charged my card and I have since received a letter from a debt collector. Not only have they sent it to a debt collector, they have issued the claim for the full amount. I can't have this hurting my credit score, and if it already has, I need it to be fixed. Upon looking at reviews for the company, I can see I am by far not the only one that has a problem with this company. Please help me resolve this matter. Whether it be getting them to dismiss the matter, or having them clear things up with the debt collector and issuing the charge for the amount agreed to. 

   

  I have tried to reach out to them AGAIN this week and have got no call back. I have attached original documents from this case as well as new emails and phone calls I have made in attempt to get in contact with them. I know I stated this before, but they have sent this to collections now. I cannot have my credit damaged by them. 

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

  

  Business Response

  Date: 10/11/2022

  We appreciate the customer contacting us regarding their concerns.

  The local office has contacted the customer. 

  The customer agreed to pay the open balance ********************** less the accommodation.