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:01/27/2025

  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.

  Floor installed is faulty. It was supposed to be the top quality of their flooring and it was expensive. It is very poor quality. It shows footprints from even wearing socks, it has formed Major buckling, which at one time was replaced but now that same area is coming apart with big spaces between the boards. They told me what cleaners to use which do not work. I am dissatisfied with everything about this and have called them numerous times only to get the run around.I want a refund of all my money

  

  Business Response

  Date: 01/31/2025

  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 customers installation was completed 04/17/2018 and replaced 2/2/2020.

  The customer was informed that the product has been discontinued and is not longer under warranty.

  We advised the customer we would be happy to schedule a new sales appointment, which she declined.

• Initial Complaint

  Date:01/26/2025

  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.

  Hello, I had my floors put in now a year and *** had issue ever since! Ive called this company several times to ask for the installers to come back and fix the issues. Ive yet to have anyone come it to fix anything. My floors are making noises lots of soft spots throughout the home. There are several spots that have lifted going to the bathrooms. The baseboards were half done. They are coming apart. The installers also left a terrible mess and ruin my vacuum. I was charged more than the asking price and now Im dealing with a bill that I dont think I should be paying for. ***** and Im not satisfied with the floors or the service. The business as a whole I wouldnt recommend to anyone even if it was free. Please Im begging you to remove this bill from ***

  

  Business Response

  Date: 02/14/2025

  We appreciate the customer contacting us regarding their concerns.

  We have completed a manager assessment and we are working with the customer to schedule the repairs needed.

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

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22860819
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ****

  Customer Answer

  Date: 02/18/2025

  Lack of accountability and communication 

  

  Business Response

  Date: 02/19/2025

  We are waiting for the customer to provide dates to schedule repairs.

  We will continue to attempt to reach the customer to schedule.

  Customer Answer

  Date: 02/19/2025

   
  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,
  
  ******** ****

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 22860819
  
  I am rejecting this response because:
  You have had several dates to come to my home! All this back and forth mind games is unacceptable and I will take this matter higher. I have took off work missed money for this company to no call no show I have proof
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 04/04/2025

  We have attempted to contact the customer to discuss resolution to the customers 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. 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 22860819
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:01/25/2025

  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.

  Installation of hardwood floors on or about 3-26-24, First they noted that a vinyl flooring was going to be installed at a cost of $6845.00. I called and advised that I indicated that I wanted hardwood flooring. A figure for hardwood was $11,415,00. ******** was to be installed in three rooms , a hallway and powder room. In between rooms they installed molding which they went to ****;s to obtain. The molding put down was a half inch high on one side and flat on the other. side and the coloring of the molding did not match. After installation I, myself, my neighbor and sister-in-law have tripped over this molding that is not flot to the floor,. I called the salesperson, and the manager advising of this. They referred it to their staff who advised that the molding is to code. How can it be to code when people are tripping over it. Requesting a response. Thank you.

  

  Business Response

  Date: 02/13/2025

  We appreciate the customer contacting us regarding their concerns.

  The ************* Service Manager spoke with the customer and offered a resolution.

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

• Initial Complaint

  Date:01/24/2025

  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.

  We had new floors installed on the main floor of our house, which included the kitchen, and our dishwasher was damaged and needed to be replaced as a result (per documentation of a unbiased professional plumber). We opened a case with Empire, and they refused to accept responsibility or offer any compensation for the new dishwasher we are now required to purchase. Timeline and details are below:- Dec 31, 2024: Paid a professional plumber to come out and unhook the water line and electricity to the dishwasher (required step prior to flooring installation per Empire)- Jan 6, 2025: Empire installed the new LVP flooring, including in the kitchen and under the appliances, per the contractual agreement with them. The flooring installation itself was good quality, and we were not aware of any damages on this date. Please note that the installers completed the installation in 1 day, starting around 9:30am, and finishing around 8:30pm, with the kitchen being the last room to be completed.- Jan 9, 2025: Paid a professional plumber to come back out and re-hook the water line and electricity to the dishwasher so that we could use it again. The plumbers did the work required to re-hook the dishwasher and tested it at the end to make sure everything was working properly. This is when they found that running a cycle leaked through the tub, and thus that the tub of the dishwasher was damaged, and the dishwasher needed to be replaced. This is documented in their invoice/report.- Jan 9, 2025: Submitted a case to Empire about the damage and requested compensation (for both paying the plumber to hook up a dishwasher that did not work, as well as for the new dishwasher we had to purchase) as we were not planning to buy a new dishwasher as part of our flooring installation process.- Jan 10, 2025: Received call/email from Empire about the case - Jan *****, 2025: Went back and forth with documentation; Empire claimed that they were not responsible & refused to offer compensation

  

  Business Response

  Date: 02/11/2025

  We appreciate the customer contacting us regarding their concerns.

  As there is no proof of who caused the issue with the customer's dishwasher we cannot take liability.

  However, as a goodwill gesture we have offered to pay half of the plumber's bill.

  Customer Answer

  Date: 02/16/2025

   
  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, assuming that payment is received from Empire.

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

• Initial Complaint

  Date:01/23/2025

  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.

  Date of transaction July 7, 2024 Flooring installed/completed July 22, 2024 First defect/health hazard noticed October 21, 2024. The flooring was starting to splinter and pieces breaking off First call/voicemail to Empire was in October, dont have exact date We had a direct contact to Empire employee from previous issue with the initial install and reached out to him on Nov 20, 2024. Did not receive a response. Since Nov 20, we have made calls, sent emails, sent text messages, left voicemails with very little follow up. I have proof I can provide I was finally able to secure someone coming to assess the floors on January 8th. The person who assessed told me that there is a manufacturing problem with the wood floors, but he needed to take pictures and send to his team to assess and come up with a resolution. He left, but then came back later today because "he forgot to do something". He told me I would hear from them with a resolution in 3-5 business days. It is January 23rd and I have no resolution. I have been checking in almost daily to get an update and resolution with NO response. I have dated proof of all of my outreach.We were also mislead on the quality of the product during the sales process. When speaking with our sales *** we were very concerned about our large dog and her effect on the wood floors. Our sales *** sold us on the product we chose because he told us that the floor was water proof and would hold up very well to wear and tear. That is CLEARLY false as the floors started falling 2 months after install and have continued to deteriorate daily. The sales *** also did not quote out the correct amount of material so the install team had to get more and were unable to finish the job on time. The sales *** also did not inform us there would be a gap btwn the baseboards and the floors. When the install team was installing we had to pay more to add in additional material to cover the gap.

  

  Business Response

  Date: 02/10/2025

  We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer and come to an agreement to resolve the matter. We will be setting at cost service for the customer at a mutually convenient date.  We appreciate the customers feedback and look forward to amicably resolving this matter.

• Initial Complaint

  Date:01/22/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 4, 2024, we signed a contract with Empire to install our laminate flooring. We financed the installation with ************** and pain in full. The Salesman said it would take 4 days. The installers came on the 16 of November and it took 7 days. This did not include putting in the base boards. The installers were kids and seemed very inexperienced. The salesman never called us back. His name was ****. Finally, the installers came to finish 2 weeks later and said there was a leak in our laundry room and couldn't finish the job. My husband tested the washing machine three times and found no leak. The week of January 1, a man from Empire came who didn't speak English so we didn't get a name. He took pictures of the laundry room and said there wasn't enough product. It has been 3 weeks. and we still do not have our floor finished. We keep calling and no one calls us back or they just pass us on to someone else. The latest is they want us to pay $863 to finish the floor. They got $22,000 from us and never finished. The names I have are ******* ******, ****** the installer and most recently is *******. He didn't leave a last name or extension and asked us to call him back.

  

  Business Response

  Date: 01/30/2025

  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.  

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  Yes, it has been resolved. Thank you for such a quick response. 

  Sincerely,
  
  ****** Murphy     

• Initial Complaint

  Date:01/21/2025

  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.

  Floor broken falling apart. Called at least 20 (I have phone records) times won't call back, left messages, emails, won't reply to get a resolution to the flooring issue. It's been 3 months with no answer or no call backs they just keep ignoring the concerns of the broken floor.

  

  Business Response

  Date: 01/31/2025

  We appreciate the customer reaching out to share their experience.

  A manger contacted the customer to discuss this matter and we are pleased to share that service was completed on Wednesday, January 29th.

  We apologize for the customer's poor experience and thank them for the opportunity to address this matter. 

• Initial Complaint

  Date:01/21/2025

  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.

  For the second time in 5 years, our flooring has been replaced. Our current flooring is 4 months old and is suffering from the same issue as the previous floor, also sold and installed by Empire Today.All of our floorboards are curling up at the edges. We paid for flooring in 2021 (empire) and again at the end of last year. My 4 month old flooring is rubbish. Empire says they have no responsibility whatsoever for my 2 floors (2000+ sq ft) that again need to be replaced, after 4 months. 2021 my old engineered hardwood was replaced by Empire with LVP. It was again replaced by Empire 4 months ago (we paid). We are having the same issue with the floors. The flooring experts say that anything that happens to the flooring after install is not their fault and is my problem. The floor is 4 months old and failing in every room it is installed.

  

  Business Response

  Date: 02/07/2025

  We appreciate the customer contacting us regarding their concerns. 

  We have contacted the customer to discuss and are working with them on the next steps. 

  We apologize for any inconvenience and look forward to resolving this matter amicably. 

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22839114
  
  I am rejecting this response because: This complaint has not been resolved and should be re-opened.

  Empire has sent a team out to look at the issue, but no resolution has been offered.

  Please re-open this case.

  
  

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

  

  Business Response

  Date: 02/25/2025

  We have contacted the customer to discuss the next steps and schedule a repair, but have not yet spoken with them them. 

  We apologize for any inconvenience and thank the customer for the opportunity to address their concerns. 

  Customer Answer

  Date: 02/26/2025

   
  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:01/21/2025

  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.

  1. - Demolition *************************** It was not clearly communicated to the installers that our existing hardwood floors were glued down. Demo process taking 1 1/2 days leaving 1/2 day for p*** and install the new laminate flooring. While ******* to p***are and finish the install, the baseboards were damaged, glue not removed, did not check the level of the floor, 2. - Quality Issues: After installation, began experiencing cracking noise underfoot, assuming it would settle. After 2 months, the cracking increased. After inspections, each time to move furniture and time off work, the third-party inspector confirmed that the floor had not been leveled correctly, 4th inspection concluded the fish tank may be contributing to problem in addition to uneven floors.3. Time Lost and Negligence: Due to the issues with the installation, we had to take time off work multiple times for the inspections and ****, leading to further inconvenience and lost wages. Additionally, communication between Empire Today and the installers was inadequate, which contributed to the problems we experienced. To make matters worse, the floors had to be pulled up twice. Monday January 20th after setting up appt 2 weeks prior for new flooring options, sales *** was a NO SHOW and no one from Empire is taking responsibility. Need Help !!Uploaded 4 page document with conversations and time line of ongoing issues and miscommunication. I have text messages, emails photos and video

  

  Business Response

  Date: 02/07/2025

  We appreciate the customer contacting us regarding their concerns.

  We have communicated with the customer and come to an agreement on the matter. We will send the appropriate documentation to capture the agreement. Once the signed documentation has been received, we will proceed as agreed.

  We look forward to amicably resolving this matter.

• Initial Complaint

  Date:01/21/2025

  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.

  Ref#****** ******* *****-

  Customer Answer

  Date: 01/21/2025

  On Wed, Jan 15 at 3:07 PM, ******** ****** <*************************************> wrote:
  I purchased Aqua Defense LVP flooring in 2018. In 2022 I find a crack in one of the planks in kitchen. I called to report the issue. They wanted to charge me ****** to send installer out. Asked me to contact 3rd party to assess. I reached out to the list supplied with no response. 2023 more issues developed in kitchen area. Planks splitting, cracking horizontal, separating curl ends random planks thru out kitchen/hallway. I continued follow up with no results. Downsize installation office. ***** ****** was no longer handling case. Turned over to ********* *. Fee charged to me ****** to have installer come out. I paid the amount. Because the floor planks were falling apart. Installer came out. Right away he saw the issues. He did take photos. I indicated have sent up many photos of all the issues. He assured me the issues were the planks. Should be replaced under product warranty. Upon time it was now mid-December. Claim was denied. Stating something dropped to crack plank. Area too small to replace and or heavy object dropped. That is ridiculous it is my entire kitchen/hallway. The first ********* that came out stated clearly this is a product issue with the planks. I asked for that to be escalated up and resubmit claim. 2nd ****** came out. *** he could see the issues as well. He stated it was good I stayed persistent, and Empire would take care of it. End of 2024 claim denied. Offer was to for me to pay for repair of ******* and they would pay for installation. I was out of town for the holiday. Upon return I responded to ********* via email. My concerns. I wanted to see or communicate to me what the issues were. Why would I pay for product again when I paid on the original purchase. I paid a little over ******* for entire rooms of this product. Family Room, eat in Kitchen, 2bathrooms, 2 hallways, 3 closets, 1 pantry and laundry room. That does not even make sense. I paid for these installers to come out and I can't see a report. In addition, clearly this batch of planks are defective. I gave done nothing to have this damage. The structure of the plank is not holding up. I asked this to forward up to the CEO. Replace the floor at Empire expense. Honor the warranty and take care of your customers. At this point I'm directed back to contact a third-party contractor. Please let's resolve this issue. I have taken care of the floors to manufacture specifications.  In addition, i am a caregiver for my father.  I had to relocate him here in 2022 due to health issues. The majority of this time I was in *****  He was in the hospital and the rehab.  He was here 1 week, and we returned to the hospital and continued rehab.  My point is I was not even home majority of time.  When he finally came home, a wheelchair was ordered to help him at the table to eat meals.  It stays stationary does not move at all through the home.  He can and does walk on his own.  Including also I have a no shoe policy, take your shoes off at the door.

  The company did respond again via email from ********* T on or about 1/16/2025.  The offer was for another product, I believe Alliance and *******.  Also, stated the damage occurred over time.  The damage is the planks, and it is different areas of the kitchen and hallway from the initial complaint in 2022.  They mention use of a wheelchair for my father.  I answered this question on the form I filled out when I first reported the damages. He does have one.  However, it sits at the end of our eat in kitchen and is not wheeled through the house.  It only provides him additional height at the table when he eats his meals.
  
  
  

  

  Business Response

  Date: 01/22/2025

  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 March 3, 2021 and the  workmanship warranty expired on March 11, 2022.
  When the customer reported damage to the kitchen floor on December 12, 2023, we provided a quote for repair and the customer declined. The customer reported additional ******************** concerns on September 17, 2024 and agreed to the paid assessment.

  A claim was submitted under the product warranty but the claim was denied by the manufacturer on October 21, 2024.  The customer did not accept the denial and submitted additional pictures and we filed a second claim.  The second claim was denied.

  We provided a quote to replace the flooring and recommended changing to a glued down LVP due to the wheelchair in the home.  The customer declined and continued to dispute the denial.

  We explained to the customer that they could have a certified inspection done at their cost and submit the report for review.

  We hope the customer will reconsider so we may amicably resolve this matter.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22837443
  
  I am rejecting this response because:

  The information provided is incorrect as to a few issues:

  The following is a copy of the email to ***** *. who began the process of the complaint it restates issues and concerns I was having with the Planks.  Read the following:
  
  I had supplied this information back in December of 2023.  However, I will submit photos again.  I reached out to the list of outside contractors with no response per our last conversation in 2023.  The floor is having multi-issues now progressing, primarily in kitchen and hallway, as I had indicated at that time.   
   The initial call in 2023 was 1 plank cracked close to the island in kitchen.  2 planks are splintered in kitchen.  1 plank in hallway corner curl. 
  
  The 4 questions below are as follows:
  
  Mild soap and water/mop
  Yes, we have a pet 1
  We do have a wheelchair.  However, it only sits at the table to give my father additional height when sitting.  He is able to walk and uses a ******.  The wheelchair sits on carpet. 
  The temp is between 75 78 degrees
  
  I would appreciate if you could make an appointment to have your licensed installer look at the floor is it the fault of product or is it installation and we can go from there.  My expectation is that flooring should last more my than 3 years.  I purchased the Aqua Defense product based on quality, longevity, durable, and warranty.  I hope you can understand that if it was in your home how would you feel.  We had no issues with our previous flooring which was ceramic tile.  My concern is if this is faulty product why would I want this in my home.  
  
  
  
  Sincerely,
  
  ******** ******

   

  2.  I agreed for the Inspector to come out which he did at a charge of 200.00.  He immediately could see the issues and agreed it was the planks.

  3.  The claim was denied.  I requested it to be resubmitted.  It comes back denied.  You send out another inspector.  Ask for additional photos again, in which I submitted. Denied again.

  4.  On both occasions I requested copies of the inspections and communication as to the reasons.

  5.  The product Aqua Defense has a limited Lifetime Warranty.  The structure and integrity of the product is not holding up, by no fault of mine.  The Kitchen and hallway are the main areas of concerns.  This is primarily where the issues are.  

  

  Business Response

  Date: 01/22/2025

  We have already provided an assessment and submitted a claim under the product warranty, which was declined twice.  The damage is not covered under the product warranty and the labor warranty is expired.  The replacement of the flooring would be a cost to the customer at this time.

  The customer can submit a certified inspection report if they do not agree with ours and the manufacturers findings.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22837443
  
  I am rejecting this response because this issued as discussed before began in December in 2022 with your company at the time ***** ******.  I have worked diligently to have this resolved. The reasons supplied by the manufacture are not correct to the issues going on with the floor.  1. Nothing was dropped on floor to create the cracks in the planks. 2 The area too small and 3.The wheelchair that sits stationary at the dining table for my father to have a specific height for his meals.

  Also, you recently offered a product to replace the floors with by the name of Alliance that would be a better suited for my father's wheelchair.  Again, I state the wheelchair at no time is wheeled through the home. He can walk.  Today I asked ********* via email to send me information on this product.  I decline this product because it is a commercial grade and this is residential install. in addition, the product is a glue down adhesion.  I do not want that in my home.  If there were to be any kind to plumbing issues this would be difficult to remove and replace.  This particular product I don't believe would work for me.

   I don't believe i should have to pay again for the product again. I believe it is correct that my paid fee of ****** for those inspectors or assessment should be shared with me.  I have met with 2 Licensed contractors today1/25/2025 and both agreed on the findings.  However, to keep in compliance I have an appointment with Licensed State Inspector of Florida and will forward the report to you upon the results.

  Th floor should be replaced at your expense not mine.  
  
  Sincerely,
  
  ******** ******