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

  120 Spagnoli Rd Ste 3 Melville, NY 11747

  
• 

  Empire Today, LLC

  103 Central Ave Ste 400B Mount Laurel, NJ 08054

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  

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:01/19/2025

  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.

  Salesperson specified that contract price is all inclusive, and did not even break apart the separate rooms for a flooring project across 4 rooms. I specifically asked about floor leveling, as that was the primary reason I needed new flooring, and he showed me a specific contract line item that says "Flatten floor greater than 1/8 inch" - I asked several times, and he assured me that it's all inclusive, and that I would be able to cancel for a refund of deposit if anything goes wrong. He even said he wouldn't quote a 5th room because it may require work outside of their scope to avoid surprises. The total contract was $4000 with a down payment of $490 charged on my credit card.When workers came on the scheduled appointment a week later, they said they needed to charge for flattening the floor, and initially quoted me $1200 which they reduced to around $750, in addition to the original $4000, which brings the project to $4750 and is out of my budget.I called to cancel the contract and they said it didn't matter when the workers came, the cancelation window is only 2 days from signing with salesperson, and that the flattening wasn't included because it's "more than what they usually deal with" (despite the contract stating flattening as mentioned). Support person said he would cancel but the entire deposit would be gone and my only options are either to pay the $750 extra or lose the deposit.This is not ok, as I called right as I was informed of the additional undisclosed charges, and the sales person booked the workers after the stated cancelation window. Again, my contract states flattening as included.I would like to cancel my contract and receive my full deposit back. No work has been done at all beyond a salesperson coming, and workers spending 5 minuts to tell me about the charge, and this has been a frustrating experience of being on hold for a long time for nothing.

  

  Business Response

  Date: 01/21/2025

  We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer,and they have exercised their right to cancel the contract. We have cancelled the contract per their request and have refunded their deposit. We appreciate the customers feedback and consider this matter resolved.

  Customer Answer

  Date: 01/22/2025

   
  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,
  
  ***** Sa

• Initial Complaint

  Date:01/19/2025

  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.

  On 10/21/2024 I contracted with Empire Today (Activity Id: ************) to install flooring for $4318.97. The contract specified the flooring as: ****************-**********. On 10/25/2024 the installers arrived at my home with 12 boxes of flooring labeled as Ashford 3478BL. I immediately notified the installer that this was not the flooring I had contracted to purchase. I was told that ******* was the same flooring as ****************, but just had different labeling for warehousing purposes. I disagreed and cited the differences between the sample I was shown and what had been sent for installation. I believe Empire engages in false representation, misleading product descriptions, and deceptive pricing. I was misled because Empire intentionally obscured the fact that it was selling Ashford 3478BL flooring by renaming it ****************. This ruse did not become evident until the installation crews arrived with boxes labeled Ashford. Commonly called Bait and Switch. I have contacted Empire on numerous occasions. I also discovered that the Warranty that Empire issued is invalid because it will not be honored by the manufacturer whos name is on the warranty. My latest communication was on January 3, 2025, to ******* *****, Empires ***************** Care Manager. I informed her that I had contacted three major flooring industry Trade Associations who rebutted her claim that it was common practice to change flooring names and that Firmfit Pro, the name on the Warranty,stated they are not responsible and will not honor the warranty. Ms ***** has refused to address my concerns or even reply to me. I am seeking recompense in the form of a refund of the difference between what I paid and the actual cost of Ashford 3478BL, plus installation. Estimates of the costs put this refund range between $1161.62 and $1318.33. I have also invited Empire to provide other third party estimates if they disagreed with my estimates. Empire has stated they will not negotiate or refund any amount.

  

  Business Response

  Date: 02/07/2025

  We appreciate the customer reaching out with their concerns.

  The manufacturers style name for the material is on the label. Retailers commonly rename the manufacturers style and color of any given flooring to distinguish themselves from other retailers.This is a common practice of the flooring industry. The material that was contracted for is the same style, color and quality that was contracted for. We provide a one (1) installation warranty in addition to the material warranty from the manufacturer. All warranties remain intact.

  Flooring can vary in color from the sample,and this can be attributed to several factors the most common being the material on the sample board is run on a different dye lot than the material that is installed in the home. Another common reason for variation is lighting,the sample may have been viewed in a different area or light source than where it was eventually installed. 

  Empire provides an all-inclusive price estimate complete with all the commonly up-charged items required for a flooring installation. Customers know the full project price during the free in-home appointment, up front before any installation work begins. The contract, which specifies that it can be cancelled within three (3) business days without penalty or obligation, was provided by email to the customer, on the day the contract was signed, October 21, 2024. 

  We confirmed the material installed to be the material that was contracted for and with the pricing was agreed *************** also conducted a thorough review of the contract and determined that a fair and reasonable cost was provided for goods and services. 

  This information in addition to the attached letter from the flooring manufacturer confirming the name of the material was provided to the customer on Thursday, November ******.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22831959
  
  I am rejecting this response because: The response Empire provided contains falsehoods and lies. I have already provided documentation conclusively proving that it is NOT a common practice in the flooring Industry to conceal the true identity of a product being sold by renaming it. Flooring Trade Associations state that Retailers may assemble similar products from different manufacturers into groups and give that group a unique name, however it is not acceptable for a business to conceal the identity of the manufacturer of the flooring being sold.  
  
  The statement All warranties remain intact is a lie. FirmFit Pro, the name on the material warranty, states that they will not honor the warranty and that it is Empires obligation.  
  
  Empires claim that a 3 day cancellation period exists is just more lying trickery and deception. The contract was signed on October 21, 2024, however the installation was not until October 25, 2024. It is impossible to evaluate and make a decision on something that has never been seen!
  
  The attached letter is NOT from the flooring manufacturer (FirmFit Pro) but from a flooring Distributor.  The distributors website provides verification of my first point about it not being industry practice to conceal the identity of the manufacturer of specific flooring from the consumer. The website clearly identifies FirmFit Pro as being one brand, among many, of floorings within the Casabella Collection at All Surfaces. Any assertion by All Surfaces as to what Empire may rename the flooring that it sells is not credible because it meets the definition of hearsay.

  Empire has failed to disprove my assertion that they intentionally concealed the true identity of the flooring being sold and devised an elaborate sales scheme involving lies and deception, phony cancellation and price match guarantees, and marketing products of average quality priced significantly higher than its actual fair market value.   
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/18/2025

  A sample of the material was viewed during the customers sales consultation and a copy of the contract was provided by email to the customer, on the day the contract was signed, October 21, 2024. 
  

  We understand that the customer has expressed concerns about the ************************************************ sold by ************ under its private label brand *********. ********** is the same product as Firm Fit Pro Ashford and the warranty for the customer's ***** Creek product attached remains in full force and effect. That is confirmed by All Surfaces (All Tile) in their letter attached.
  
  We understand that the customer does not have a warranty claim at this time, but we are happy to facilitate any future warranty services for them should that be necessary. We trust that our response here satisfactorily resolves the customer's concerns.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22831959
  
  I am rejecting this response because:Empire has failed to address the specific issues that are the basis of this complaint. To reiterate, those issues are: 1) Empire engages in false representation by using deceptive and misleading product names to intentionally obscure the fact that FirmFit Pro Ashford flooring is being sold at price that is greatly inflated over the fair market value of that product. 2)The renaming of the flooring precludes any possibility of the consumer (me) being able to research and identify problems with the Contract thus negating the Cancellation provision. Also, the time between Contract signing and delivery of the flooring exceeds three days therby negating all consumer protections written into the Contract. 3) Why reimbursement is not warrented in light of the fact that Empire can not deny that under these circumstances it is impossible for me to have had any knowledge of what I had actually purchased until the day of installation.
  
  I have repeatedly provided documentation that it is not a Flooring Industry practice to obscure the identity of the flooring being sold by renaming it. Some retailers may create groups of similar flooring, produced by different manufacturers, and identify that grouping by another name. However, they do not intentionally hide the true identity of the flooring manufacturer. This fact is validated by Empires flooring supplier All Surfaces/All Tile on their website.  **********************************************************************;
  
  In Empires latest reply dated 2/19/2025 they continue their practice of evading the issues,  making statements that have no basis in truth,and providing no documentation as verification. The statement that the Warranty,issued by FirmFit Pro and bearing their name, remains in full force and effect. That is confirmed by All Surfaces (All Tile) in their letter attached is an example. I have attached a copy of my correspondence with FirmFit Pro that states: Empire Today directly handles its warranty claims process. If you feel that you have a warranty related problem, we recommend contacting Empire Today directly. Empire is solely responsible for the warranty but issues the warranty document under the name of FirmFit Pro. Just another example of how the company uses deception to appear legetimate.

  Empire must make an offer of reimbursement for me to consider this issue resolved.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/17/2025

  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 filed a claim with Empire according to the terms of my service contract (attached). My claim was denied. When I contacted customer service regarding the denial, I was told 'The damages are not covered.' When I asked for further details of why the damages were not covered, the agent informed me that they had no other details to provide. I asked if there were a rebuttal/dispute process; I was told that one does not exist. I believe they are doing blanket denials, as opposed to considering each case individually.I have attached the contract, the email I received when I filed the claim (which requests photos of the damages), and the photos I send in response.

  

  Business Response

  Date: 02/06/2025

  We appreciate the customer reaching out to share their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. The customer's installations were completed in June 2022.
  
  The customer purchased an extended service plan which is handled by a third-party administrator and covers any accidental damage that could occur in the home. We confirmed that the customer did file a claim with the third party and was denied because no accidental damage was reported by the customer.

  Despite the labor warranty having lapsed, we have offered an assessment at no cost to the customer to determine the cause of the damage. The assessment is scheduled for Friday, February 7th.

  We appreciate the opportunity to review this matter and look forward to reaching an amicable resolution.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22826855
  
  I am rejecting this response because:

  A representative of the company came out to my home on Friday, 7 Feb 25.  They took photos and let me know someone will be in contact with me.  I have not yet heard back from the company.  
  

  At this point in time, the companys response remains incomplete.

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

  

  Business Response

  Date: 02/18/2025

  We apologize for any further inconvenience to the customer.

  The manager assessment was completed and this complaint has been forwarded to the manufacturer for review for claims under warranty. Please be advised this process is currently taking up to four weeks for the manufacturer to reply.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22826855
  
  I am rejecting this response because:

  It remains unresolved.

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

• Initial Complaint

  Date:01/17/2025

  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.

  Vinyl install, 1st of all the installers were not equipped to remove handles from a refrigerator to move it to install vinyl under it, I had to take time off work to run home and do that. Then when I get home the garage door to the kitchen is wide open and my heat was running constantly until I told them to keep it closed, shouldn't have to tell them to keep it closed, then during installing the floor, the damage they caused by removing the doors to the bathrooms and hot water heater door and storage door, walls and trim were damaged, moving the refrigerator back and forth, damaged the trim on both sides of hallway, moving the washer and dryer in and out damaging the trim and walls there too, and after they left we noticed that some things were left without fixing, pictures will be included and circled, is just beyond unprofessional. After that was all done, Empire has dragged their feet to respond to this and are basically ignoring the fact the hire the cheapest and most unqualified people to install product into people's homes. Needless to say, I lost money leaving work to do a job that they should have done and ill probably be paying a high gas and electric bill because they left the door open, very unprofessional. Plus, I have a carpet install coming up that I am canceling do to the fact of my experience with the vinyl install and the damage they done. I will be asking for my carpet deposit back in the amount of$4591.24 and at least the install fee of $1191.24

  

  Business Response

  Date: 02/06/2025

  We appreciate the customer contacting us regarding their concerns. 

  We have spoken with the customer and a plan is in place to address. 

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

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22823861
  
  I am rejecting this response because: i have sent several emails ,telling them what we need to do and have had no response, I told them we were looking for contractors to give us quotes to fix their installers damage. I also told them there are not a lot of contractors that come out for free and I was not paying any more into this for what I have paid for is, needless to say garbage work, as of right now i have submitted 1 quote and it already exceeds the amount in total what i paid them to put the vinyl in  my home, this is probably the reason for no response back from them, but in the end i will not be paying for my house to get fixed properly.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/14/2025

  We are currently waiting on the customer to provide additional estimates for review to reimbursement can be determined. 

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

  Customer Answer

  Date: 02/17/2025

   
  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:01/16/2025

  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.

  Contract was signed on 11/20/2024 and work was to begin on 11/23/2024 and work was to be completed in one day. Received call that materials were not in and work would begin on 11/30/2024. Once again received call that materials were not in. On 12/3/2024 a **************** Representative came to my home with samples so we could pick another tile. Work now to be done on 12/7/2024. Contractors arrived and were not sure if they needed to tear up the floor, I confirmed they were. He spoke broken English I did not realize that they didn't speak any English which was the main problem. Work not completed on that day so the contractor returned on 12/8/2024. On 12//7/2024 the contractor handed me his phone, there was a very rude woman on the other line and informed me that the floor in main bathroom needed plywood to the tune of $500. I refused as plywood was not necessary. At no time was plywood mentioned in the 1/2 bathroom where needed. After the contractors left I was told I needed a plumber as the toilet ****** was too high. The vanity in the 1/2 bath was not level, as I looked closer it was not attached to the wall, the sink where securing in required is broken and the bolt on the other side is stripped. In the main bath the toilet had to be reset as it was leaking. The black tile glue was all over walls and doors. It has permanently stained the new tile floor. I have paid $541 for the plumber to reset the toilet that the contractors improperly set and fix the piping in the half bath and set the toilet. The contractor also damaged the kickplate to the main vanity. I have requested an itemized list of charges and told they would be sent but have not received. Have talked to 2 Representatives several times, been told they will call me back and receive no call nor do I get answers when I call them. I think it is unfair that I pay them to do a job and then have to pay someone else to complete the work or fix what they broke. No explanation of $370 credit

  

  Business Response

  Date: 02/04/2025

  We appreciate the customer reaching out with their concerns.

  We have provided a refund for the cost of the plumbing work that was needed. The discoloration of the flooring will be addressed under warranty at the customer's convenience.

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

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22823004
  
  I am rejecting this response because:  I was not told that the stains were covered under the warranty, I was told that in time the stains would fade away.  Also I never received an itemized list of prices that were charged to me.  I was told this was not possible.  To add I received another "Accept Contract Changes" yesterday still listing the luan that is not used for ceramic tile and the toilet kit.  I will not accept any contract that does not have itemized prices listed. 
  
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 02/12/2025

  We provide an all-inclusive price estimate complete with all the commonly upcharged items required for a flooring installation. Customers know the full project price during the free in-home appointment, upfront before any installation work begins. The customer was provided a copy of the contract by email following their sales consultation.
  
  The refunds for the luon, removing the toilet and the plumbing work have all been processed and receipts for these refunds have been emailed to the customer for their records.
  
  The staining that the customer advised was caused by the installation crew will be covered under warranty and we are happy to schedule service at the customer's convenience.
  
  We look forward to hearing back from the customer and resolving this matter amicably. 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22823004
  
  I am rejecting this response because:  This e-mail was sent to company representative. 

  As per our conversations in the past I am not disputing the refunds.  My initial request was for an itemized statement of all charges originally charged which I have been told is not possible.  We have also discussed having the contractors come back to remove the stains and I agreed to another contractor that I could communicate with.  Since that was not possible either if they can remove the stains if I could obtain what they use to remove them I would use it myself.  I was told that using plain water over time they would wear off.  
  
  
  That being said those were my original requests and still are.  An itemized statement of all items I was charged for and either a contractor that I can communicate with to remove the stains or what they use to remove them so I can do so. 

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

• Initial Complaint

  Date:01/16/2025

  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.

  we had empire today install lvp flooring in out house after hurricane *** in 10/2022. The tile began lifting in spots shortly after install. Not knowing id this is "normal"with this type of flooring and unable to get any care and or questions answered from empire we gave up. no move ahead in time. buckling has started to occur to the point that some pieces have lifted and has become a tripping hazard. Contacted empire a month a go due to the serious nature of the hazard and have been given the run around and lip service ever since.. Just like when they installed it. We started securing other bids/quotes to have it repaired but what we learned is this.. a vapor barrier was NEVER installed. This IS the cause of this issue. So far we have had 4 flooring installers/retailers in here and they all say the same. From what i read from others this is a common problem with this company and they tend to rip off the elderly such as us. Please drop their rating so other don't loose there hard eraned money on this sham of a company!

  

  Business Response

  Date: 02/03/2025

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the customer and scheduled a service for February 5, 2025.

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

• Initial Complaint

  Date:01/16/2025

  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.

  Unhappy with quality of flooring that goes against everything advertized. Have tried multiple times over the past year to get some help replacing the floors. Spoke to multiple people at the company and after sending photos and description about issues they stop responding. They tell me that I have to pay $250 for someone to come look at the floor. Unable to come to a resolution since each person we speak to stops responding and then next time I call they connect me with someone new. I have much more proof but website will not allow me to upload large files.

  

  Business Response

  Date: 02/04/2025

  We appreciate the customer reaching out with their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. The customer's vinyl plank ******************** was installed in October 2023. To address the customer's concerns, a claim was submitted to the flooring manufacturer on behalf of the customer. The manufacturer denied the claim and cited site-related damage and improper maintenance, which are not provided for under warranty. We are happy to provide a discounted quote to replace the damaged areas.

  We apologize for any inconvenience to the customer and thank them for their feedback about their experience.

   

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22821093
  
  I am rejecting this response because: there has been zero site related damage or improper maintenance that caused discoloration, curling of boards, or scratches. The floor is very well taken care of and only cleaned the way Empire recommended. The company advertises that the floor has a scratch resistant layer but scratches with brand new rubber soles shoes walking on them. The discoloration is a product issue. And the curling of the boards is also a product and quality issue. I refuse to accept the companies lack of accountability and need a refund. The complaints we made to the company started 1-2 days after install so stop trying to say you only cover 1 year when you know weve been fighting this with you for over a year. Take responsibility and own up to the terrible flooring youre selling! 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/16/2025

  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 empire today install flooring in our house. They installed laminate and carpet. A laminate piece has came up due to faulty work of empire. We first contacted them to get this repaired. They made a service request and contacted us once without getting a hold of us so they canceled our service request without our knowledge. Then we submitted another service request. One person called, the phone rang twice then they hung up. We have tried multiple times to get in contact with anyone and all we get is transferred another person who never returns our calls. I have sent multiple emails including pictures of the piece that needs repaired, even though they claim I have not. I have left multiple voicemails and nobody on their customer service staff seems to know whats going on and says this is not their normal way of doing business. I am getting extremely frustrated because I have a piece in my house that is damaged due to their poor negligence, since the piece is no longer attached our robot vacuum cannot even sweep without it coming off which is since their installers did the work poorly and they seem to not want to make it right. This is going on almost 3 weeks of trying to attempt to somebody on the phone to come out and look at the damage and repair it but it seems like they just try to not acknowledge it so they dont have to do any of the work to repair their crappy workmanship. Plus theyre 25 year warranty is a complete lie if its taken me this long for just a single piece, I want to make sure that nobody else gets hassle from them like we did. They show no remorse and act like its our fault that they havent been able to contact us because they call once and it rings twice and then they hang up and weve also asked them to call at certain times because we work and we cant always pick up the phone while were at work this company is horrible and needs to be punished in some type of way so that they can stop making their customers pay for their actions.

  

  Business Response

  Date: 01/28/2025

  We appreciate the customer reaching out to share their experience.

  Service was completed on Saturday, January 25th. 

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

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22818427
  
  I am rejecting this response because:
  No apology was made to myself or my husband from the company until just receiving this response. I spent many hours of my time on the phone trying to get someone to come out to fix something that was done poorly. Then they cancelled an appointment that they made due to not having the material, even though they had enough time to secure the material or just scheduled me on a day knowing they didnt have it. No contact was made when they cancelled it, I just received a email of a new day and time that they picked. They are horrible at communication and do not care at all about their customers. They also send out people that do not speak our language and we have to go through translator software just to have a basic sentence said to them. I believe an attempt to apologize WITH compensation should be sent as all they did was come out and fix what they didnt do correctly only when I contacted BBB. ******** customer service and apparently workmanship service and quality of their product. Would never recommend to anyone I know. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 02/03/2025

  We sincerely apologize for any further inconvenience and have reached out to the customer to discuss their experience further. 

  We thank the customer for their feedback.

  Customer Answer

  Date: 02/03/2025

   
  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:01/14/2025

  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.

  We paid $20,000 for a new floor last year. We had a poor install as the floor is coming up. We have called dozens of times in an attempt to get someone to come out and repair. They tell each call a Manager will call in 1-3 days. They never call.

  

  Business Response

  Date: 01/31/2025

  We appreciate the customer contacting us regarding their concerns.

  We have contacted the customer and scheduled service on February 3, 2025. We will follow up with the customer after the service to ensure satisfaction.

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

• Initial Complaint

  Date:01/13/2025

  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 PAY $5730 ON JANUARY 6, 2025, ****** ********, EMPIRE TODAY REPRESENTATIVE TOLD ME THAT $3000 THAT I WAS FINANCING WILL COVER THE *** ON JANUARY 11TH. 2025 & I ONLY HAVE TO PAY $800 ON JANUARY 29TH, 2025, TODAY JANUARY 11TH ****** ******** CAME TO MY ADDRESS TO COLLECT $1070, THAT I STILL OWE FOR *** DONE ON JANUARY 11TH 2025. WHEN I TOLD HIM PRIOR *** I DID NOT HAD ANY FUNDS AVAILABLE UNTIL JANUARY 29TH & MY UNDERSTANDING WAS THAT I WILL PAY $800 FOR LAST PAYMENT, I ASK HIM 6 TIMES & TOLD HIM 6 TIMES I HAD NO MONEY TO HAVE EVERYTHING CLEAR. I CALLED EMPIRE TODAY AT ************ & spoke to 4 different employees & lastly customer service ************** said that Department of Collections will call me back. I strongly belive that iam not Responsible for $1,070 because I was pull in with lies from the beginning since the Estimate I was given for $9,276 wich balance will be $546 with job finish. & only 1/2 job was done & I cancel Rest of the job because I don't want any business with them. EMPIRE Today still keeps sending me emails & Text when is the 3rd time I have ************* have put an appointment for February 28th, 2025. I CALLED ********************************* TOLD ME IT WAS JUST A BOGUS APPOINTMENT. IAM A WAR DISABLE VETERAN & SUFFER FROM **************** DISORDER WITH PTSD, I STAY AWAY FROM PEOPLE BECAUSE WHEN MY ANXIETY RISES I GET PANIC ************ HEALTH GETS REALLY BAD. MY NERVOUSE SYSTEM COLLAPSES WITH MULTIPLE HEALTH ISSUES I HAVE & THEN I END UP IN THE HOSPITAL, I HATE HOSPITALS BUT I DONT HAVE A CHOICE EMPIRE TODAY TOLD ME THEY WERE NOT ABLE TO HELP ME, I OFFER TO PAY THEM IF THEY PUT ME IN A PAYMENT PLAN , THEY SAY THEY DONT DO PAYMENT PLANS, THEY DO COLLECTION. I FEEL ABUSE, & TAKING ADVANTAGE & DISCRIMINATED AT THE SAME TIME. NO ONE AT EMPIRE TODAY IS ABLE TO HELP ME & SPENT OVER AN HOUR TALKING TO THEM & NO HELP. PLEASE HELP ME, MY NUMBER ***************** Email ************************

  

  Business Response

  Date: 01/21/2025

  We appreciate the customer contacting us regarding their concerns. We have spoken to the customer and provided a monetary accommodation to the matter. We appreciate the customers feedback and consider this matter resolved.