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:07/12/2022

  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.

  Over the past year ,I had my entire flooring in my house done in portions.I was covererd under Empire Service Plan and Centricity.On 6/7/21 I called Centricity to file a claim,under accidental due to moving furniture and a portion was damaged with scratches in some of the planks.I called to file a claim it was denied,which I didnt understand it because I was still under warranty. I called Empire in reguards to one of my bathrooms that the planks were sliding and started to warp and the kitchen on 6/7/22 They called me back to set up a appointment for inspection to see what needed to be done and stated that they were going to take care of the issue including the bedroom which l had tried to file a claim on 6/7/21 .l was very pleased an excited about finally getting it resovled. Empire came out on 6/25/22 sent the findings in to Empire repairs was done on 7/8/22 for bathroom and kitchen. I have been in contact with the local market manager ***********************************, for the ************** ********** and ********* area she stated that l need to pay ****** out of pocket because im not covered under warranty.I stated to her that it's not your decision because you don't work in warranty department.I called Centricity to assure that l was still covered under warranty.I spoke to a claims rep and I explained to her what is going on and why am I having to pay out of pocket ****** when im still under warranty.The rep stated my claim wasn't denied or approved and she don't know why *********************************** would state that.Centricity has been waiting on more suppporting documentation which they still haven't received.So the rep from Centricity stated that when l speak with *********************************** that l should call with her on the line so we could get this resovled. So when l called ******** and l explained to her that both of us needed to be on the line ,when the rep picked up ******** had hung up.He tried to call ,straight to voicemail.Serveral attempts has been made from Centricity .

  

  Business Response

  Date: 07/25/2022

  We appreciate the customer contacting us regarding their concerns.

  We contracted with the customer on September 22, 2021 for luxury vinyl plank in the Kitchen and bathroom.  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.

  In addition to the warranties provided, the customer opted to purchase the ********************** Service plan for additional protection that the warranties do not cover for this specific contract.

  The flooring issue in the bathroom was repaired under the installation warranty. The flooring issue in the kitchen was repaired as a courtesy for customer good will and satisfaction.

  The flooring issue located in the bedroom is from an installation that occurred in October of 2020.  Empire service plan that was purchased in 2021 only provides coverage for the Kitchen and bathroom. The damage to bedroom flooring is not covered under either warranty and is not included in the Empire Service Plan coverage.

  We have provided the customer with a fair and reasonable cost to repair the bedroom flooring.

• Initial Complaint

  Date:07/12/2022

  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.

  June 2020 - We signed the contract for install of glued hardwood floors. The installers came and mentioned that the moisture level was high and they convinced us to install floating floors. We were apprehensive however they convinced us stating that it is easier to do repairs and maintenance and they were installing the best moisture barrier cover underneath.May 2021 - We put a service request to fix a few planks for walk through and certificate of completion before end of year 1 June 2022 - We put service request for loose hardwood and planks coming out. The gentleman who came to review said we were walking on those floors and that is why the creaking noise was coming. He took the moisture check and it was around 52. The gentleman mentioned that there are two ways this could be fixed. The install was not done tightly and that was the reason why the creaking sounds were coming. In the bathroom the hardwood floor just popped off. The gentleman who reviewed said that the baseboard was not fixed properly due to which the boards moved and popped off. It is a very easy fix. There is another place near the garage door where the board is not the right length. The reviewer said the exact same thing and mentioned that the installer did not put the right length board there.We get a call from a lady called **** on June 29th stating that they are reviewing what the reviewer has submitted and will come back to us on how much I need to pay or if they will take care of the payment asap. The asap call happened on July 7th where **** called and mentioned that we have to pay $242.40 (discounted only for us) for one box to get the bathroom boards fixed. She did not have any other information on the other places. Need refund of $15,000 for all time and effort spent and the worst customer service and behaviour.

  

  Business Response

  Date: 07/28/2022

  We appreciate the customer contacting us regarding their concerns.

  This complaint has been forwarded to the manufacturer for review for claims under warranty. Please be advised this process is currently taking up to eight (8)weeks for the manufacturer to reply.

  Once we have received the findings, we will follow up with the customer.

  Customer Answer

  Date: 08/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business is requesting up to 8 weeks to come back to me with a proposed resolution (Message received Aug 29,2022). I will wait for the business to come back. If i am not satisfied with the business response or if the business does not respond back to me in 8 weeks (on or before September 24, 2022), i will like BBB to me help with a fair solution to the issue i am facing.  
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17554107
  
  I am rejecting this response because:
  

  Good Morning,

  
  

  I have not received any response from the company. No email or call from them. I didnt expect they would try to contact. Please help me get my money back as quoted in my original complaint. I dont want to deal with this company anymore.

  
  

  Please help me,

  
  

  
  

  Thanks,

  
  

  Regards

  ********

  
  

  *************************************
  

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

  

  Business Response

  Date: 10/08/2022

  We have reviewed the results of the claim with the customer. We explained that there were installer related issues that we need to correct, which included adding transitions and replacing a plank in the bathroom.

  We have offered to correct the installation issues and are waiting on the customers decision.

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

• Initial Complaint

  Date:07/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Written in Timeline format 12/16/18- Engineered Hardwood Flooring installed 4/16/22- 1 floor board- top part of the engineered floor was lifting from the plank that it was glued too. I was told the flooring had a lifetime guarantee at purchase so I contacted Empire Today via email on April 16 to have it repaired. 4/29 finally a response from my 4/16 email. 5/23- Appointment for repair at the cost of ****** for labor only 5/23- Cancelled due to no product, rescheduled for May 25 5/25- Cancelled Product out of stock 5/26-Received email from ********************* in *********************** regarding how installation was. Emailed back w/ complaint of 2 cancellations. Will look into it. (never got back to me)6/6-call saying appointment this day. Never set it up.6/14- New Appointment. Product was brought in from another Empire Company.614- no one showed up. Contacted *****, said appt was for the 15. I said to cancel that I felt I was getting the run around. Asked for the product to be shipped to us and we would fix it ourselves. Request denied. So then asked for ****** refund (cost of repair). Was denied due to floors being 3 years old. (remember it is a lifetime guarantee). Floor should last longer than 3 years.***** emailed, if I kept the appt on 6/15 they would install the floors for no cost. I accepted as a great resolution & kept the appt. Next morning got a 7 am. email from ***** saying the appt was cancelled due to not having the product. I again asked for the $****** refund due to inability to repair job.6/29- Got a phone call saying an appt was set up for this day ( I did not schedule an appt. emailed ***** and told to ignore message as he was trying to get me the ****** refund.July 11- After no response from ***** for almost 2 weeks. I emailed. ***** Said Refund denied. Said floors were no longer under warranty. I asked for floor warranty info and a manager to contact but have not received either.At this point I no longer wish to do business with them.

  

  Business Response

  Date: 07/29/2022

  We appreciate the customer contacting us regarding their concerns.

  We had discussed with the customer that their installed material had been discontinued by the manufacturer and we would try to source material for their repair need.

  The needed repair was due to site related activity and not covered under warranty.

  We were unable to source material thus cannot conduct the repair.

  The customer was not charged for the out of warranty repair that was not conducted.

  We appreciate the customers feedback.

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17550811
  
  I am rejecting this response because:

  There was no damage to the floor on our part. The top of the floorboard was lifted from the plank. The engineered part separated from the glued down section. Which then causes it to get caught on as you walk on it. We have had to cover it with cardboard to prevent it from getting worse. This was NOT any damage on our part.

  I was told that the floor was covered by the company and I had to just pay for the installation repairs. They know that too. But this is how they hide. They do not give you anything in writing. It is all just by over the phone. No email ever says what they are doing. ****** was the first agent I spoke with who told me it was just the cost of installation charged. If the floor was not covered wouldn't that have been in the charge too? Again nothing ever in writing so they can pull this c*** when it isn't completed.  Even when I write to them the answers are short and no explanation. They did NOT ever tell me the floor was discontinued and unable to get it. They kept  telling me they found some in another state and are going to ship it here, they have some in this wherehouse and it will be installed. Then they cancel over and over. Why are they installing flooring that will be discontinued in 3 years which then makes repairs to any floor installed obsolete?  Their warranty is no good and being sold on lies. When they talked me into keeping the last appointment because they had the product and were for sure coming the next morning to install it, they said for sure it would be done and would not charge me. Then at 7 in the morning day of installation this is what was emailed to me from ***** on Jun 29: "was just notified that some of the products are marked as discontinued and are unavailable, the installers will not be coming out today. I do apologize."  That is it. That is all he said. No resolution, no suggestion as to what to do. Nothing! They offered to do this for free after 2 months of fooling around and it wasn't until July 11 ***** said from the notes that the flooring wasn't covered under warranty. That was 3 months after my first email to get it repaired. No one ever once asked for more photos once it got to this point of not getting done. They are just making up stories now. Not once did the person who came to inspect it say the lifted flooring was our fault. I am very upset at the way they are handling it. I will include the email where ***** asks me to keep the appointment and then just cancels as well as a photo of the flooring. I will never use this company again and tell everyone to stay away. ***** even worked twice to try to get me the rebate of ******. If they thought it was not covered why did they try to get it for me.....twice when I asked. Lies. So upset with them. They would never let me talk to a supervisor or manager either. I always got put back to *****. I don't even know what his position is. I think he was incharge of the installation guys. So he could have told me countless times it was not covered but never did til the last email on July 11 after I pushed for a rebate.  He never did. That is why I think they are covering it up. Three months into it then they tell me it is not covered when the floors have a lifetime guarantee.  

   

  I expect a resolution. Plus, they sent countless emails and phone calls after I told them to stop contacting me. The emails were how was your installation? Then one to rate the installation. Then one that was to set up another appointment, after supposedly they said it was out of stock. YOu can see that on the email I included. Ridiculous.

   

  ***************************

   

  Please see attached photos. You can see the top layer is lifted at the edge of the board. This is not from us. This came up on its own. No damage from us. I rebuke their answer. They didn't even send a second person to look at it. 

   

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

  

  Business Response

  Date: 08/08/2022

  We will contact the customer to extend a monetary accommodation to conclude this matter. 

  Customer Answer

  Date: 08/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I was contacted via phone and was offered to refund an amount and said it should be issued to me via check and arrive within 2 weeks.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/11/2022

  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 have been a Loyal customer with **********************, since 2012. Empire Today has installed several floors in my house to include Carpet, Hardwood, Laminate, vinyl and Tile. On 6/23/22 an Empire salesman name Mr. ****** came to my house to give me an estimate on a kitchen floor. His first estimate was in the amount of $2,300 and I declined that amount, because it was too much for my budget. His second estimate was $2,000. I ask if he could take the following into consideration to reduce the price to fit my budget: 1. Take off the warranty, 2. Do not pull up the old floor instead put the new floor on top of it. 3. I also explained that I recently got a floor for the same kitchen in 2019 for $1538, however the floor did not work out and thats why I decided to get a new kitchen floor. 4. Lastly, I explain that I was loyal customer since 2012 and got many ******************** projects done with Empire. Mr. ****** took all the above into consideration and drop the price to $1700, as his best and final offer and we both verbally agreed to $1700 on the condition that I get installation within 7 days. Mr. ****** had me sign the contract and promised to make the price adjustments to the contract when he returned to his office. Since I delt with Empire for so long and I never had an issue with any previous sale persons, I took him at his word and signed. Thereafter, Mr. ****** submitted a finance application for me, with the estimate purchase amount of $2000 and it was approved by ***** Fargo. On July 8th, I checked my WellsFargo account, I noticed that Empire billed the account $2300 and not $1700. I immediately called Empire Today and spoke with two supervisors and they both said that the issue will be invested once they speak with Mr. ******* I received a service ticket #: 1-6276449521. I also spoke with Mr. ****** on July 8th and he denied everything, however, did say that he would speak with the corporate office to see what can be done, since I am a loyal customer.

  

  Business Response

  Date: 07/29/2022

  We appreciate the customer contacting us regarding their concerns.

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

• Initial Complaint

  Date:07/11/2022

  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.

  A new floor was installed in my home and several things were broken or damaged during the installation process. I contacted Empire Today about what had occurred. I was contacted by a person named *************************** requesting photos of my complaint.. I informed her I was recovering from ankle and hip surgery and I was moving slowly. I sent my photos to her on May 6th Nd again on May 11th with no response from her. I have sent another request to Empires Office and they responded they would contact me in a few days. I have not heard anything from them since then. It has been several months now. The installation was started on April 25th and completed on or about April the 28th. I have found one board that needs to be addressed besides all the other items

  

  Business Response

  Date: 07/28/2022

  We appreciate the customer contacting us regarding their concerns.

  We spoke with the customer regarding the damage claim and are working with the customer to process the claim.

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

  

  Business Response

  Date: 08/16/2022

  We appreciate the customer contacting us regarding their concerns.

  We spoke with the customer regarding the damage claim and are working with the customer to process the claim.

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

• Initial Complaint

  Date:07/11/2022

  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.

  hardwood floors were in two separate installations in 6/21 and 8/21. same conditions as when installed and same time of year. These installations are on a concrete pad and I questioned the installations and was told it was no problem as they would seal the floors and would be no issue. The 6/22 installation ****** .did not stay glued and on room was pulled and re-installed. At this point I don't have any problems with this floor and the installers told me it K the installation I am having trouble with is ****** has a couple of gaps and some floor squeaks and a stain. I was told the gaps were a result of high moisture and so they would not cover because of that. They say the moisture at the time of installation was lower, now it is same time of year and typical weather. I was here the whole time and I never saw a moisture check, Regardless to make me responsible when you knew this a touchy installation and I haven't changed . anything no mention of the floor squeaks which are definitely loose planks which have come unglued. I paid ****** and bought the extended warranty and I am left holding the bag. Either stand by your product or come and get it and refund my money.

  

  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 elevated moisture levels were not present at the time of the installation indicating the moisture related damage is site related and therefor not covered under warranty. We have shared the inspection results with the customer and provided a discounted quote to repair the flooring.

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

• Initial Complaint

  Date:07/11/2022

  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.

  Please see attachment/case-link for a copy of the complaint and desired resolution

  

  Business Response

  Date: 07/29/2022

  We appreciate the customer contacting us regarding their concerns, unfortunately no attachment was received.

  A service has been completed on Monday, July 18th and the customer reported that they are happy.

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