Complaints
This profile includes complaints for Empire Today, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,855 total complaints in the last 3 years.
- 500 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/06/2025
Type: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 received flooring from Empire today back in October 20 23 roughly around June 2024 I have been reaching out regarding the lifetime warranty the floor is starting to buckle. Theres pieces missing its cracking. The baseboard is also swelling in areas where there is no water and peeling awayfrom the wall. I have yet to get anyone to answer until May 30. I called to place an order for new flooring a representative came out ***** 31 the next day and we talked she called her general manager. The general manager gets on the line and I informed him that I havea floor that needs to be replaced and he Immediately Said he would send my information over because the new flooring installs do not manage the warranty so I am yet again a year later steady being put off about getting my floors replaced from empire floor as the they did take pictures to show how the floor is buckling how theres chipsin it and also how the baseboards are Swelling
Business Response
Date: 06/16/2025
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 September 14, 2022 and workmanship
warranty expired on September 14, 2023.We have spoken with
the customer and provided all warranties as well as a quote to replace the
flooring to address the customer’s concern.We look forward
to hearing from the customer if the customer wants to move forward with the
quote provided.Initial Complaint
Date:06/06/2025
Type: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.
Floors were done, and 9/10 months later i noticed the floor coming up in one area. I called the customer service team, they came out. The next week, they told me the floor had water damage. I advised them they didn't check moisture test prior to placing floor down they argued with me that the test was done but it could not have been done .Business Response
Date: 06/23/2025
We appreciate the customer
contacting us regarding their concerns.We have spoken with
the customer and advised that water damage is not covered under warranty. We have explained it would be a cost to
repair and the customer was not ready for the repair.We look forward
to hearing from the customer when they are ready to schedule the paid service.Initial Complaint
Date:06/04/2025
Type: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.
False advertisement! I was contacted by Empire Today and spoke with a (manager) and was told they had no clue about the advertisement! She then transferred me from her office to a manager in *******, where I'm residing. After an hour of hearing if you'd like the system to hold your place in line please press 1, if you'd like to leave a voicemail please press 2 otherwise please stay on the line for the next available agent. I believe Empire Today should honor this advertisement! If not, doesn't this fall under false advertisement? Thank you for your time and consideration. ****** *****Business Response
Date: 06/16/2025
We appreciate the customer contacting
us regarding their concerns.We have attempted
to contact the customer to discuss resolution to the customer’s concerns. The
customer has not yet responded to our attempts to speak with the customer.We look
forward to hearing from the customer and resolving this matter amicably.Initial Complaint
Date:06/03/2025
Type: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 *** (luxury Vinyl Plank) January 2022. We started noticing the ends were starting to come up after about a year. Now most of the planks have ends that are starting to split. We sent pictures this spring to Empire and they sent out an installer to replace some boards at a cost of $400. The installer said it would not fix the problem as the floor was not properly prepared. The *** was installed over wood subfloor that was making the ends crack after walking on them due to the board flexing. We did not have the board replaced and a manager came to our home and reviewed. His conclusion was that the installers snapped the board when they installed and we just needed to have the boards replaced but now we were at a replacement cost of $1000. The installer came out and once again said this would not fix the problem. He could replace the boards but the issue would occur again. We sent him home without having it done and contacted Empire, ***** ******* (Supervisor). No one will speak to us any longer. I have left many voicemails and no one responds. We are not sure what needs to be done to resolve this issue but there is a conflict between what the Empire office and installers are telling us. It's been 3 years since we have had this floor installed and it's getting worse. To me it sounds like it is a problem with the product and the way it was installed. Poor communication with the installers and bad customer service from **********************. We even paid for the warranty which of course does not cover this issue. Is it really up to me as a homeowner to know the products and how it should be installed. That's why we hired this work out so we didn't have worry about such things. Poor service which should be backed by the company.Business Response
Date: 06/19/2025
We
appreciate the customer contacting us regarding their concerns.We have provided the customer with a quote for the repairs as the claim submitted to the manufacturer was denied.
We
look forward to hearing from the customer and resolving this matter amicably.Initial Complaint
Date:06/03/2025
Type: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.
We had Empire install high dollar plank flooring in two of our bedrooms, our home office and our spare bedroom. Our salesman and install crew were pleasant and professional. The office was done first, then about three or so weeks later we had the spare bedroom completed. These two rooms are right next to each other and we chose the same flooring for each room. The spare bedroom floor is perfect, laying flat and looks good. In our office, almost 90% of the floor segments have lifted up and warped into a slight "U" shape. They are no longer laying flat and when you walk on the floor the planks snap and pop as you walk over them. The flooring is no longer laying flat in almost the whole room. In my estimation, the flooring in our office is defective as the same planks in the spare bedroom are perfect. When you look at our office floor you can see the "waves" in the flooring. It's pretty awful. We would appreciate Empire coming out and taking a look. I have reached out to them and sent detailed pictures of our issue.Business Response
Date: 06/19/2025
We
appreciate the customer contacting us regarding their concerns.We have scheduled service for June 24, 2025.
We
apologize for any inconvenience and thank the customer for their feedback.Customer Answer
Date: 06/24/2025
Greetings. Thank you Empire for completely replacing my LVP flooring. The installers are here now laying the new floor down. This time, a vapor barrier was applied to the concrete sub floor first. It's also important to note that Empire honored a proper install warranty after two years, for that, thank you. We appreciate the support and Empire honoring their warranty.
Regards,
Chris HeffronInitial Complaint
Date:06/02/2025
Type: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.
10/2021 installed luxury vinyl flooring in dining room. The other day notice a cracked plank about 6 inches big where the tile connects to another tile. I contacted the warranty department via email spoke to **** ***** who stated it would take 3 carton to fix this and cost me $765 asking if I would like to schedule the repair. No explanation of the warranty coverage or why this is costing me. I asked for more information and when I questioned the product I was told if I felt the product was defective I would need to pay an additional $150 to have someone come out to confirm if their product failed. Again no additional information was provided on the warranty. I do not think I should have to pay for repair of a broken product. It isn't that old. It is a high traffic area in the main walkway going to the backyard and kitchen of my home. **** asked if we dropped anything on it which I found odd. Nothing has been dropped. I am looking for repairs to be made and a company to stand behind their products. If they are unwilling to fix then provide us with the boxes of flooring and I will fix it.Business Response
Date: 06/16/2025
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 customer was installed on December 21, 2021, and notified
Empire of the flooring concern on May 16, 2025. We spoke with the customer and explained that the flooring
concern was reported outside the
timeframe of the installation warranty so a fee applies for any service.We have provided the customer with a fair and reasonable quote to repair.
We thank the customer for their feedback and the opportunity to address their concerns.
Customer Answer
Date: 06/17/2025
Complaint: 23408952
I am rejecting this response because: the amount quoted seemed very high for the broken piece of flooring. I was told by the sales rep that I had a manufacture warranty and that this would cover any issues I would when. I was not expecting a $750 fee to fix faulty items. If they want to provide me with the replacement laminate I can install on my own. Zero labor cost. I just want my flooring not to fall apart after being installed in October 2021 not December - not even 4 years and I’m having issues. I didn’t expect that at all. Poor service for sure.
Sincerely,
Jennifer BradyBusiness Response
Date: 06/23/2025
We have reached out to the customer via phone and email to discuss their request regarding the product and have provided a quote.
We again thank the customer for their feedback and the opportunity to address their concerns.
Customer Answer
Date: 06/30/2025
Complaint: 23408952
I am rejecting this response because: Empire is asking me to either pay for products, pay for someone to "inspect" and claim there is NO WARRANTY. That the manufacture only provided 1 year which is not what I was told and would never have purchased any major flooring product with a 1 year warranty. It is sad to see how this company fully expects a consumer to continue to pay a few years after install. I should not find issues with flooring so soon after. Horrible service and products. I am asking for them to fix something that is repairable and I should not have to pay a penny!
Sincerely,
Jennifer BradyInitial Complaint
Date:06/02/2025
Type: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.
Where do I even begin with the terrible service we have received. Our floors were done terribly and we have been trying to get it rectified since 2022 with no resolution. They continue to bear around the **** and lie. We finally got a supervisor to come out and assess the floors that they damaged because they installed them directly over our old hardwood floors which we never approved. They also never leveled the herringbone we had in a room because furniture tables dont sit flush. The supervisor came out too photos and admitted how sorry he was for how awful the work was done which I have on camera. There has been no documentation of that visit and now empire is wanting us to go through all these hoops again when we already did the leg work. They simply do not want to take ownership of their defective flooring and 1 star contractors they use. On our most recent install in May the team was so unprofessional within the first 10 min of being in my home they talked about tips to me and how they got a $160 tip from the last family. They dropped tools on our stairs and damaged 9 out of 14 steps, didnt clean up their mess left trash and dust from cutting the floors and sanding all over our house inside and out. They have yet to come back and fix it. We will be acquiring an attorney as they have completely missed the ***** I will take this to the news outlets as I never authorized them to slap these floors on our old floors that is not ok! I also cannot believe you guys allow people to just leave a job unfinished! Shame on you, we will be seeking legal action if this is not resolved.Business Response
Date: 06/20/2025
We appreciate the customer
contacting us regarding their concerns. The customer has been approved for a
warranty replacement, and we are working with the customer to finalize what new
product will be installed. We appreciate the customers’ feedback and look
forward to amicably resolving this matter.Initial Complaint
Date:06/02/2025
Type: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.
Finalized downpayment on Friday May 16th. Was allowed 3 business days to cancel. Made a phone call to cancel on Monday May 19th. Wasn't told that the only way I could cancel was to e-mail by the guy I talked to on the phone. He said everything is cancelled. I even got a call from the salesperson asking why I canceled. But my bank sent me a letter saying they are denying my refund. They verbally told me $7717, but kept getting e-mail with the price being higher. Didn't feel comfortable with the transaction and wanted to cancel. The guy on the other end said the transaction was cancelled.Business Response
Date: 06/04/2025
We thank the customer for reaching out to share their experience and apologize for any misunderstanding.
The customer's contract was cancelled and a full refund provided to their original form of payment on May 20, 2025.
We appreciate the customer's feedback.
Initial Complaint
Date:05/31/2025
Type: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) Luxury vinyl plank flooring was installed on 5/8/2025. Work order for this called for the woodwork to be removed and nailed back on. This was not done and therefore the job required wood cord to be nailed at the bottom of the woodwork where it met the floor. Attempted 2 different times unsuccessfully to contact the flooring consultant. His voicemail was full both times and unable to leave a message. He was not accessible.Discussed with flooring installer who stated that he decided (on his own) that he did not want to end up breaking the woodwork during removal.Wood cord was placed and we are not please with the ends; they were not angled or cut so that it blended in with the corners in the room. 2) Transition strips were poorly nailed into the floor with so many nails, that it did not look smooth and we could feel the nails with our feet.. Also 1 transition strip leading in a bedroom was not accurately measured (cut too short) and therefore was a gap between the door frame and strip. Spoke with Empire Today and requested that these be replaced and glued.Flooring installer came on 5/29/2025 and replaced and glued strips down, however glue job was not adequate (glue did not dry) and strips came loose.Business Response
Date: 06/16/2025
We appreciate the customer contacting us regarding their concerns.
We have spoken with the customer who advised nothing is needed at this time. They handled the transition and 1/4 concerns.
We apologize the to the customer for any inconvenience and thank them for their feedback.
Customer Answer
Date: 06/17/2025
Complaint: 23402201
I am rejecting this response because:The business did not speak directly to me, rather they only quoted my response from an email I sent to them.
I feel an adjustment should be made to the bill since they work had to be all redone to be acceptable.
Sincerely,
Ann MunroBusiness Response
Date: 06/20/2025
We have spoken with the customer and offered a fair and reasonable accommodation The customer accepted and the amount has been refunded to the original payment method.
We again apologize for any inconvenience and thank the customer for the opportunity to address their concerns.
Initial Complaint
Date:05/31/2025
Type: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 instillation of carpet on 5/8/25.- Carpet installed 5/10/25.- Price paid $2,210.85.- Carpet shown by salesman is not what was installed. Carpet has two colors when stepped on or vacuumed.- Never told that an insurance policy was added on.- Contacted Empire about the problem on 5/28/25 and told I signed their 14 page of mouse print contract and nothing would be done.Business Response
Date: 06/20/2025
We appreciate the customer
contacting us regarding their concerns. We have spoken to the customer and provided them the phone number to cancel the service plan portion of their contract.We have verified that the product installed in
the customer’s home match their contracted selection.The customer concern with the carpet is carpet
shading. Carpet shading is an optical effect where the appearance of a carpet changes
due to the direction of the pile. It's caused by light reflecting
differently off the fibers, making areas appear lighter or darker depending on
the viewing angle. This is a normal characteristic of cut pile carpets and
is not a sign of a defect.We appreciate the customer’s feedback .
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