Complaints

This profile includes complaints for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Empire Today, LLC

  333 Northwest Ave Northlake, IL 60164-1604

  
• 

  Empire Today, LLC

  200 Elm St North Haven, CT 06473

  
• 

  Empire-Today, LLC

  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

  10475 Fortune Pkwy Bldg 200 Jacksonville, FL 32256

  

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:02/03/2025

  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 3/17/2021 I set up to have flooring installed by Empire Today LLC. Empire sent out a 3rd rate bottom of the barrel install company. Flooring was installed on 4/20/2021. I checked with the sales **** and was told the tile has a 25 yr crack, chip and scratch warranty protection. I have tile that has cracked. I called empire and started claim on 11/12/24. No call back. I called 11/19/24 and was told I would get a call back. No call. I called 11/27/24 was told I would get call back. No call. I called 12/3/24. No call back. I called 12/10/24. I talked to ******* ******* who I was finally told is the *** taking care of this claim. Was told I would get a call back. No call. I called 12/18/24. No call back. I called 12/19/24. No call back. I called 12/20/24. I left call back message. 12/20/24, ******* ******* called me back and said she is trying to locate ***lacement tile and would call back. Heard nothing back. After Holidays called 1/30/25. I talked to *********. She said ******* closed the claim on Jan 17th. I still have no resolution. I have been told they have called me and that is not true. I only received 1 call from *******. I keep getting the run-around and no resolution.

  

  Business Response

  Date: 02/17/2025

  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:02/01/2025

  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 received unsatisfactory service with my flooring installation from Empire. The total cost for this service was $10,575, and the experience has been extremely disappointing due to the following reasons:1.Lack of Transparency:At the time of purchase, we were assured that all necessary materials for proper installation, including the pieces for the staircase, were available. We were not informed that these pieces were unavailable through Empires supply source until after installation when it was apparent that there was a overlap causing a raised lip on each step which is a safety issue and appears odd aesthetically. 2.Inadequate Installations and Multiple Visits with no resolution:The salesman showed up to our home for the initial visit and tried to rush through it due to a urgent family matter. He had to return another day delaying the initial sale discussion.The installation team made four visits. The last two were unproductive, with no solution provided and a promised final visit to fix an issue that never occurred. 3.Unresolved Flooring Issues:One soft spot in the flooring was repaired, but a second larger soft spot remains unresolved. The installation team indicated that additional concrete needs to be poured, requiring the flooring to be removed. Despite being scheduled to return to address the issue, the installer failed to show up and did not respond to our subsequent calls.4.Poor **************** and Lack of Follow-Up:I have had multiple email exchanges and phone calls with customer service, but no follow-up has been provided.The area customer service associate stopped responding to emails and, when contacted by phone, stated that the manager would call back, which never occurred despite three attempts.Given the substantial cost and the ongoing unresolved issues, I request prompt resolution, including the proper installation and repairs as originally promised. Thank you for your attention to this matter.

  

  Business Response

  Date: 02/13/2025

  We appreciate the customer contacting us regarding their concerns.

  We have reached out to the customer to schedule a manager assessment of the flooring and perform testing on the flooring.
  
  We appreciate the customers feedback and welcome the opportunity to resolve this matter amicably.
  

  
  

• Initial Complaint

  Date:01/31/2025

  Type:Customer Service 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.

  I am writing Empire to advise of my dissatisfaction of Empire for their refusal to write a letter that stated the condition of my flooring before they ripped out the current flooring. Both the sales *** and installer assured me that Empire would write said letter, and to contact customer service. **************** is now refusing to write this letter and I feel I was lied to in order to get the sale. I was assured by 2 members of the company that Empire could write said letter for me. I am now contacting the BBB to resolve. See PDF letter attached in regards to my complaint.

  

  Business Response

  Date: 02/12/2025

  We appreciate the customer contacting us regarding their concerns.  We have reviewed the customer request and were able to provide her with acceptable documentation. This matter is resolved. 

  Customer Answer

  Date: 02/12/2025

   
  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:01/31/2025

  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 installed flooring throughout my home with a lifetime warranty and they will not honor the warranty for flooring that is cracking, Vinyl plank is lifting and coming apart in several areas. I tried to speak to them and they said they wouldnt help me or honor the warranty they told me this flooring has. This is not the first time I have had to have them come back out.

  

  Business Response

  Date: 02/14/2025

  We appreciate the customer contacting us regarding their concerns.

  We provide a one (1) year limited workmanship and servicing warranty, in addition to the product warranty from the manufacturer. The customer was installed on May 20, 2021 and the workmanship warranty expired on May 20, 2025.

  We waived the service fee for customer goodwill and completed the assessment on February 5,2025.  It was determined that the installed flooring was free from manufacturing or installation defects and the cause to be site related.  We provided a resolution to the customer.

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

• Initial Complaint

  Date:01/31/2025

  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.

  Carpet was installed 1-29-22 In November 2024 I noticed it was wrinkling in middle of the hallway. Then i noticed it lifts away from floor around edges of wall and doorways when I vacuum.I called customer service December 2, 2024 and opened a case. I had to send photos via ******** is rather difficult to get good pictures of a loose carpet. They responded with a claim # and a date for repair. January 17, 2025 a repairman came out, took a look, and said it was more then he expected. He took pictures, but did not repair carpet. **************** said they need more pictures and need to reschedule repair.I sent more pictures 1-25-25- no response.January 31, 2025 I called get update - now they keep me on hold , transfer to someone else, or just hang up on **** have a ref. # 1-7940039456 and project #PRJ001964786 given to me over phone by ***** in customer service.

  

  Business Response

  Date: 02/19/2025

  We appreciate the customer contacting us regarding their concerns. We conducted an assessment of the installation on February 14, 2025. Once the assessment is conducted and we have results we will discuss the findings with the customer. We appreciate the customers feedback and look forward to amicably resolving this matter.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22882570
  
  I am rejecting this response because: They inspected carpet 2-14-25 as stated. Said carpet needs a restretch. They have not scheduled the work, i have not heard from them since.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/04/2025

  We will be contacting the customer to schedule the service needed. 

• Initial Complaint

  Date:01/29/2025

  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.

  I am filing a complaint against Empire Today regarding a flooring installation issue in my home that remains unresolved. The company's response has been inadequate given the amount I paid and the expected durability of the product. Additionally, poor communication has made it difficult to resolve the matter quickly.Complaint Details Contract Number: 018TAAZ583 Contract Date: 07/25/2022 Date of Installation: August 2022 Total Cost Paid: $15,382.03 Issue Description In November/December 2024, I noticed popping sounds from my LVP flooring in the kitchen. Over time, this issue spread to the living room, where I also observed planks moving when pressure was applied. Due to poor installation and unlevel floors, a corner of the quarter-round molding has broken, leading to structural issues.Given that I invested over $15,000, I expected the flooring to last at least 10 years without major issues. I contacted Empire Today, and they informed me the warranty was only one year, meaning I no longer qualified for repairs. They offered to send the original installer for a $250 inspection fee, with further repair costs potentially required.Attempts to Resolve I emailed Empire Today on 01/20/25 requesting clarification on:Whether I received a detailed warranty document before installation.Whether the $250 inspection fee would be waived if the issue was due to improper installation.A resolution that would not place the full financial burden on me, given the issue seems *********************** has now been 9 days, and I've received no response.Desired Resolution I request that Empire Today honors a reasonable resolution, which may include a free inspection to determine if the installation was faulty.If improper installation is the cause, I expect repairs to be covered, as this is not typical wear and tear for flooring barely two years old.If the company refuses to address this issue, I would like the BBBs assistance in mediating a fair resolution.

  

  Business Response

  Date: 02/13/2025

  A manager has connected with the customer and we have agreed to perform a manager assessment at no cost to the customer.

  The assessment is scheduled for Monday, February 24th.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22872089
  
  I am rejecting this response because:
  Hello,
  Sorry for the delayed response. Yes, they scheduled an appointment for Monday, the 24th. They will come to my house to inspect the cause of the popping sound. I cant say yet whether the issue is resolved, but theyll assess it at no cost to me. Im looking forward to finding out the cause and getting it fixedhopefully at no cost as well.
  

  
  

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

  

  Business Response

  Date: 02/28/2025

  A manager completed an assessment at no charge to the customer. The damage was found to be locally caused and as such, a fee would apply for the repair.

  As a gesture to the customer, we are happy to provide a discounted quote for the flooring repair. 

  Customer Answer

  Date: 03/04/2025

   
  Better Business Bureau:
  
  An inspector visited my home to evaluate the flooring, and during the inspection, he explained that the popping noise in the flooring is natural due to moisture, temperature changes, and settling of the house. However, I do not necessarily agree with this explanation and expressed my concerns to the inspector. He reassured me that this would not be an issue, and if any damage occurred, such as the boards separating, it would indicate a manufacturing defect, in which case they would assist in filing a claim with the manufacturer.
  I also showed the inspector the damaged lock on one of the boards and the quarter plank. While the damage was acknowledged, the inspector stated they could not address the popping noise and offered to replace the damaged boards by removing the existing ones and gluing in new ones. However, I believe this is a temporary fix rather than a long-term solution. The inspector also suggested that the damage to the quarter plank might have been caused by my cats water bowl, which I do not agree with.
  Afterward, I spoke with the manager, who reiterated that they would assist me in filing a claim with the manufacturer if the boards separate or further damage occurs.
  At this time, I would like to close the case, though I am not fully satisfied with the resolution. Should any issues arise in the future, I will contact both Empire Today and the BBB for further assistance.
  Thank you for your attention to this matter.  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:01/29/2025

  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 installed a rug in the upstairs of my house and in the process destroyed the hinges on a closet door and dropped heavy furniture in a bedroom that cracked the plaster in the dining room ceiling, Because the bedroom was full of items returned after the work was completed and I and my wife were ill, we were not able to immediately clean up the bedroom. But when I did, I discovered the pieces of the damaged hinges. The same was true of the damaged dining room floor. But I was informed by an agent in the Pittsburgh office that because I didn't report the damage in November after the work was completed, Empire was not responsible. The agent even stated that they don't know whether I was responsible for the damage.

  

  Business Response

  Date: 02/17/2025

  We appreciate the customer reaching out to share their experience.

  A manager has reached out to the customer to discuss the damage.

  We apologize for the customer's experience and appreciate the opportunity to address this matter. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22872064
  
  I am rejecting this response because: I should not have to hire a contractor to restore the cracked plaster ceiling in my dining room nor to take up a large section of the fastened rug in order to reconnect a tv in one bedroom. This is Empire's responsibility to take care of the problems their installers created in my house. Nor am I certain the money they offer would cover the expenses to have someone do this work.
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 02/24/2025

  A manager is in contact with the customer and we are working towards resolution. The customer has agreed to provide quotes for the repair of the damage for Empire to review.

  We apologize for any further inconvenience,

• Initial Complaint

  Date:01/28/2025

  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.

  Flooring install was completed with faults.Complaints have been made, customer service has failed to contact us to resolve issue.Keep getting runaround from Empire.

  

  Business Response

  Date: 02/14/2025

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken with the customer and an assessment is currently scheduled for February 20, 2025.

  We thank the customer for their feedback and the opportunity to address their concerns. 

• Initial Complaint

  Date:01/27/2025

  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.

  On 1/16/25 your sale associate ***** arrived to our house to provide an estimate on one room. ***** stated that Empire combines everything (your flooring, baseboards, and lifetime warranty in one price). In addition, he even stated that he was giving us a first responder discount, as my husband honorably serves. What I did not like is that the contract did not break down any of the info and I paid in full & we scheduled the install for 1/24/25. ***** made it clear that we had to stay home from 8-6pm. That morning, I received a call from **** ********* (the flooring installer) who told me he would arrive in 1.5 hours. He told us that he did not have the baseboards. I immediately contacted *****, who was absolutely rude, inconsiderate and dismissive stating he is not install he would contact them. He called back stating someone would come tomorrow without regard. When I asked what time, they would come on 1/25/25 ***** obnoxiously stated someone would be here between *****am. I asked ***** to have the install manager call me twice that day and he told me that he alerted him several times and I need to wait. I also called Empires 800 number 3X, including early today, requesting a call from a manger and as of today 1/27/25 not one person has called. On Saturday 1/25/25 at 706am I had missed calls from *******. I called back promptly, & he told me I have other jobs I will be there between 12-1pm. At 1250pm I received a call from ******* who told me he would not be at our home until 2pm. At this point, I sent ***** a message and when he called me his tone of voice was extremely unacceptable what do you want me to do. Eventually, ******* showed up & it turns out that they damaged our wall and moved furniture to block it. Today I received an email stating that we have a 5-year warranty, which is not what we were told (should be lifetime). I have made every attempt to get this resolved at the lower level, yet I have been completely blown off.

  

  Business Response

  Date: 02/04/2025

  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.

  Customer Answer

  Date: 02/05/2025

   
  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:01/27/2025

  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.

  Had a new floor installed in the restroom. The toilet was to be removed and reinstalled. They didn't bring a replacement wax ring and ****** bolts. The wax ring comes with new ****** bolts. The technician wrote it up indicating the bolts were cut wrong ,but that is they come new with the wax ring. He didn't bring this up till he was leaving. I could have easily picked up the new parts .He should have known that the new floor would raise the toilet and would need new wax ring and ****** bolts. The ****** bolts are segmented so they can be shortened after installation. This is standard practice.