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
- 1,832 total complaints in the last 3 years.
- 496 complaints closed in the last 12 months.
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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:01/03/2025
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.
1-2-2025 installers showed up, one was so sick he was vomiting and had diarrhea. Use a bathroom with a clear sign on it DO NOT USE or ENTER. I said something to his co-worker and then he use another bathroom. He was also puking outside on my driveway, that was my first issue.2nd issue: they were supposed to roll and tuck the caret where it transition with the hardwood floor, they did not roll the carpet and now it is very noticeable and looks horrible.3rd issue: Questioned the installer about it and he told me to file a complaint.4th issue: Called customer service, the response was someone will contact you, the woman acted very unconcerned and, no-one ********** can you allow workers to go to peoples homes and spread what I am sure was the Norovirus? My carpet looks like c*** and it seems they could careless.
Business Response
Date: 01/21/2025
We appreciate the customer contacting us regarding their concerns.
Service was completed as agreed.
We apologize for any inconvenience and thank the customer for their feedback.
Customer Answer
Date: 01/21/2025
Complaint: 22764529
I am rejecting this response because: not all work was completed
Sincerely,
*** ***********Business Response
Date: 01/24/2025
We have scheduled service on Tuesday January 28, 2025 to correct the issues on the stairs and landing.Customer Answer
Date: 01/24/2025
Complaint: 22764529
I am rejecting this response because: work is not completed
Sincerely,
*** ***********Initial Complaint
Date:01/02/2025
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.
My carpets were purchased and installed by EmpireToday. After 2 years the carpets started showing severe signs of wearing out. Fraying, bubbling, lifting, matting, etc. Apparently, Mohawk is the manufacturer, and they are saying the issue will not be covered due to the fact that I did not shampoo the carpets within 18 months of installation. The carpets were installed in April 2022 and I had them professionally cleaned in May of 2024. I did not move into the home until Sept of 2022. It is just one person residing in the home and the carpets are clearly poor quality to be wearing out at 2 years old regardless of when they were shampooed. It also appears that the installation, by EmpireToday subcontractors, was subpar as the carpets are lifting and bubbling. I was offered no resolution.I was never given a copy of the manufacturer warranty until 12/30/24 when I was told I was declined and they were doing nothing. How was I to know about the manufacturer requirement to shampoo the carpets within 18 months if I was never given these documents. I am trying this before I file a claim in Small Claims court. I have included the emails, contract, some of the pictures and the declined letter as well as a copy of the warranty I was given after being rejected.Business Response
Date: 01/20/2025
We appreciate the customer contacting us regarding their concerns.
We submitted a warranty claim on the customers behalf which the manufacturer denied.
For goodwill and customer satisfaction we have offered to replace the installed carpet at a discounted cost to the customer but would need to enter into a new contract.
The customer may hire their own certified independent carpet inspector, at their cost, and submit a certified flooring inspection report to us for review. Certified carpet Inspectors may be located through the *****, NWFA, or IICRC.
We appreciate the customers feedback and look forward to amicably resolving this matter.
Customer Answer
Date: 01/21/2025
Complaint: 22758065
I am rejecting this response because:I spent my entire flooring budget back when I purchased the flooring for my home. A discount rate is ridiculous. There are no inspectors. In or near ******. Empire should be sending an inspector at their cost.
If I receive no reasonable remedy I will be seeking legal action against both Empire Today & the manufacturer Mohawk.
Sincerely,
*** *********Business Response
Date: 01/27/2025
We have spoken with the customer and scheduled an assessment for January 28, 2025.Initial Complaint
Date:01/02/2025
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.
On Dec8, 2024 a representative from Empire came to my house with flooring samples. I agreed to purchase flooring that would be installed Jan 2nd and 3rd. I had concerns about them removing the toilet and then reinstalling it as it is more than 20 years old. My salesperson ****** ***** assured me that this was not an issue, they are experts and do it every day. He did not inspect my toilet but did measure the bathroom. I signed an 18 page contract with every intention to complete the job. I am 72 years old, spent days moving furniture, taking downs hanging pictures and clearing the area in preparation. I even called with concerns about them removing and reinstalling the toilet, I was told no worries. The day of installation, today Jan 2nd a woman came out to scout the job prior to starting work today. She immediately walked into the bathroom and felt a tiny amount of water behind the toilet, said I needed a plumber before they could do the job. I said I was told there would be no issues. I have never cleaned water in that bathroom. I took off work to stay home. I do not want to reschedule as I do not trust them. I would have had the toilet checked the day I booked the job if I knew there would be an issue, apparently you can cancel within the first 3 days. This was never told to me. I was assured there would be no problem. I was charged $3,141.16 for the job. I canceled today as I do not know when I will get a plumber and when I might schedule the job, plus I no longer trust Empire. They are charging me 25% to cancel and crediting the rest. This means I am paying about $780 for NOTHING. Apparently this is in the fine print of the 18 page contract. I am livid! That is a ridiculous cancellation fee and I was mislead into believing they could handle the toilet. I am happy to pay a small fee but 25% is outrageous. They should have told me to get my toilet inspected within the first few days if signing the contract or before I signed it. They said dont worry .Business Response
Date: 01/08/2025
We appreciate the customer contacting us regarding their concerns.
Per the customers request, the order has been canceled. We have refunded the full amount of the deposit to the original payment method for customer goodwill.
We thank the customer for considering our service.
Customer Answer
Date: 01/09/2025
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:01/02/2025
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 our downstairs floors done by Empire in 2022 and decided to get our upstairs floors done by them, installation began on 11/6/24. We were quoted $8976. The installers informed us our hallway square footage was not included in the order, so we had to pay an additional $524. Upon completion, the installers advised us they could not reinstall the two toilets in our bathrooms and said we needed to call a plumber. When our downstairs was done there was no issue with reinstalling the toilet. We contacted Empire to ask if there was anything they could do to assist us, they asked if we knew a handyman who could help us and said this does happen with older homes, our home was built in 1986. I could understand this happening but it occurred with both toilets. We contacted ***** and the first available appointment was 11/13/24. We were charged $670 to install a ****** to fix the broken ones. When I received a request for a review I gave them a poor review and was told someone would contact me to discuss it, but they didn't. Empire should reimburse us for the cost since their installers broke the ****** in both bathrooms.Business Response
Date: 01/21/2025
We appreciate the customer contacting us regarding their concerns. We have agreed to review the invoice submitted by the customer regarding damage that occurred to the toilet for possible compensation. We appreciate the customers feedback and look forward to amicably resolving this matter.Customer Answer
Date: 01/29/2025
Complaint: 22755922
I am rejecting this response because: Hello. I received an email from Empire offering me a partial reimbursement for the cost of my repairs. I did respond accepting the offer, however, they never replied or issued the funds. My complaint is not resolved. Thank you.
Sincerely,
***** ******Initial Complaint
Date:12/30/2024
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 am writing to formally file a complaint regarding the improper installation of vinyl flooring by Empire Today in October 2023 at my home. I have encountered significant issues with the installation, including yellow residue from moisture, which I have been informed is the result of improper installation techniques. Multiple independent contractors have confirmed that the issue stems from errors in the installation process.Despite informing Empire Today of these issues, the company has refused to provide any assistance or resolution. I have paid Empire $8,000 and now need to hire another contractor to install new vinyl floors. I have attempted to resolve the matter directly with the company, but they have shown no willingness to address the problem.Given the circumstances, I am requesting your offices assistance in investigating this matter and helping me achieve a satisfactory resolution. I would greatly appreciate your support in holding Empire Today accountable for their failure to properly install the flooring and their refusal to remedy the situation.I have attached the relevant documents, including correspondence with Empire Today, as well as the contractors reports verifying the installation issues.Please feel free to contact me at [Your Phone Number] or via email at [Your Email Address] if you need any further information.Thank you for your time and attention to this matter.Business Response
Date: 01/17/2025
We appreciate the customer contacting us regarding their concerns.
The ***************** Service Manager called and left the customer two voice messages and sent an email to address the customer's concerns.
We look forward to hearing from the customer and resolving this matter amicably.
Customer Answer
Date: 01/17/2025
Complaint: 22746783
I am rejecting this response because:
No attempt to contact me was made by anyone in management. The only attempt made was by customer service representatives who were of no help. Please have management attempt to contact me.
Sincerely,
***** ********Business Response
Date: 01/20/2025
As a goodwill gesture, we will offer to schedule a no cost assessment with intention to determine what caused the issue.
We will be prepared to complete the service on the same day, if repairable within our scope of work.
The agreed and the assessment is set for Tuesday, January 28, 2025.
Customer Answer
Date: 01/30/2025
Complaint: 22746783
I am rejecting this response because:
No, it has not. They came to my house again and did absolutely nothing. They continue blaming me for the issue and refuse to accept responsibility and fix their mistake. ***** and stall is their main tactic in dealing with customers. On top of everything, they act like theyre doing me a favor asking for more money to fix their disastrous job!
We asked for a manager to come and they agreed but no manager came. We asked for a different installer to come and they agreed but the same installer came. Not only are they ripping off their customers, ********************** has a tradition of lying!
Sincerely,
***** ********Business Response
Date: 01/31/2025
We send an installer to pick up the area in the playroom where there is an issue.
We had installed poly under the flooring as required by the manufacturer.
There was moisture discovered under the poly that seemed to be coming from the concrete subfloor. The installer replaced the planks that were removed as she has small children.
The customer was advised that we do not perform structural work and they must correct the moisture issue before we would provide a billable service.
We will be happy to provide the customer a quote for the ******************** once the moisture issue is resolved.
Customer Answer
Date: 01/31/2025
Complaint: 22746783
I am rejecting this response because: the installer failed to test the ground level room floors for moister when initially installing the floors and the company has repeatedly lied to us about resolving this issue. The company is not willing to repair or refund us for the dangerous and unsafe work they did. We will be pursuing arbitration against Empire Today because they have lied, deceived and ripped us off for shady installation work.
Sincerely,
***** ********Initial Complaint
Date:12/28/2024
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.
On March 14, 2022 we paid Empire Today to install Vinyl hard floors in our condo, first floor only. We even had them install a sub-floor that they said we needed, the day of installation for an additional price. The last couple months the vinyl flooring has bowed up on the edges in the dinning area of the kitchen. Two edges have moved upwards so much that they are chipping and tripping people. I reached out to Empire Today customer service, they said to email them photos and they would send someone out to review and see if they can repair. I have tried about 6 or 7 times calling and emailing them to follow up and left voicemails each time. Nobody ever calls me back. I even try through the main line as a new customer, and they continue to put me through to the same customer service line where no one calls me back to set up a date and time. This has been about a month and a half now. I had to put tape down on several corners so no one would trip during our Christmas party. It was very embarrassing how bad it looked. since no one at Empire Today wants to help me, I am asking BBB to intercede for me to get some help. I would think it needs re-installation, or maybe that product is no good, and they do not want to pay for a repair or fix. I'm not sure why they have not helped me to date. Please help BBB people. Thank you and God bless.Business Response
Date: 01/16/2025
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 March 2022. As the labor warranty has expired the customer has been provided a quote for repair.
We apologize for any inconvenience to the customer and appreciate their feedback.
Customer Answer
Date: 01/16/2025
Complaint: 22739624
I am rejecting this response because:My almost 3 year old vinyl plank floor is bowing in only one room. By looking at the photos I uploaded Empire Today representatives concluded that my problem was not a product defect. They said by the looks of it, it looks to be a location problem. They offered to repair the problem area planks for almost $500. I told them you only told me what it wasn't, I need to find out the real reason it is bowing. Why would I pay to replace if that room's floor is too cold, or too hot, or whatever reason that would cause the bowing. They said they cannot tell via the photos. I said why don't they send somebody out to see why, like an experienced technician or a repair technician. Don't they want to stand behind their product and make sure the customer is pleased? They said they can schedule a technician visit for $200 or $250, which blew me away. This is their product that is failing, for whatever reason and they want to charge me to find out why. I refused their fee of course. So I am still left with faulty flooring. I will not recommend Empire Today because they do not stand by their products.
If they want a satisfied customer, they will send a technician for free, to find out the real reason the planks are bowing, in just one room. If it's a location problem, why would I pay to replace the planks and have this problem all over again?? I have a suspicion I got a bad box of planks installed into this room. Or the product doesn't last very long? I don't know for sure.
Sincerely,
******* *******Business Response
Date: 01/23/2025
As a customer service gesture, we have scheduled an assessment for Thursday, January 23rd, at no cost to the customer.Initial Complaint
Date:12/27/2024
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.
We purchased new carpet and installation from empire and the initial installation was so bad that the carpet started wrinkling within 3 months. Three rooms were installed (2 of which isnt even used) and every single room was in horrible condition.This was the time my mother was dying and I didnt call right away.This past October I called to complain and a new installer was sent out but I had to pay $150. The new installer verified that the first installation was done very poorly. I have pictures of how the carpet wasnt even attached to the walls.I tried to get a refund for the $150 because this is clearly a horrible installation issue however I was told no multiple times.Business Response
Date: 01/16/2025
We appreciate the customer contacting us regarding their concerns.
We provide a one (1) year workmanship and servicing warranty with the installation. The customers carpet was installed September of 2020. The customer first reported their concerns in October of 2024, more than four (4) years after the carpet was installed so a fee applies for any service.
We thank the customer for their feedback.
Customer Answer
Date: 01/17/2025
Complaint: 22737698
I am rejecting this response because:I called and reported it within the first year. Check my account call records. I was taking care of my dying mother who had dementia and she required ************************************************************************* fact he didnt even use the correct tools. Why cant you be human for a moment and understand the extremely horrible circumstances I was going through and make this right?
Sincerely,
****** *****Business Response
Date: 01/23/2025
Or records show that the customer first contacted us in September of 2023. Three years after the carpet was installed and two years after the installation warranty had expired. Service was completed at a discounted fee.
We understand that the customer is not pleased with the service fee but feel it is fair and reasonable.
Customer Answer
Date: 01/23/2025
Complaint: 22737698
I am rejecting this response because:The issue is the installers didnt do their job correctly period!
the issue started right away and it was confirmed that the issue was the installers fault therefore the company shouldnt have charged me anything since it was no my fault.
clearly it was the installers fault from the beginning!There would be no issues if your installers did their job correctly
Sincerely,
****** *****Initial Complaint
Date:12/20/2024
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.
Our new floor was installed in June 2021 by Empire Floor. We spent in the neighborhood of ******* for this floor. The subfloor was not prepared properly before the new floor was put down. They sent out an inspector and i was given no reason why the claim was denied since then i have had an inspector out who has told me we have a problemBusiness Response
Date: 01/09/2025
We appreciate the customer reaching out with their concerns.
We are in contact with the customer and they have agreed to share their third party inspection report with us. Should the third party's findings differ from ours, we will be happy to reconsider our offer to resolve. Please note, the inspection must be by a certified flooring inspector and not a handyman or flooring retailer.
We apologize for any inconvenience to the customer and thank them for their feedback.
Customer Answer
Date: 01/10/2025
Complaint: 22715433
I am rejecting this response because: we are currently in the middle of the case. No resolution has been reached. I will forward the inspection report as soon as I receive it. Until a settlement is reached the case needs to remain open.
Sincerely,
**** ********Business Response
Date: 01/16/2025
A manager has reached out to the customer to schedule service. WE look forward to ****** from the customer and resolving this matter ********
We apologize for any further inconvenience.
Initial Complaint
Date:12/20/2024
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 today installed laminate flooring throughout my house. We have had to have them out once before to repair an area in the kitchen. I have had to call again because the flooring is coming up and chipping away and inspector came out and looked at our flooring, we had to pay $150 because we didnt notice it until we were two weeks out of warranty Since then we have not heard a word from the company as to a resolution. The inspector did pluck up pieces off the floor and people are tripping over it. Someones gonna get hurt. I would appreciate some kind of assistance in getting this matter resolved. I have called three times and no ones called me back after the inspection. This is ridiculous.Business Response
Date: 01/07/2025
We appreciate the customer reaching out to share their experience.
A service to repair the flooring is scheduled for Friday, January 10th.
We apologize for the customer's inconvenience and thank them for the opportunity to resolve this matter.
Initial Complaint
Date:12/20/2024
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 purchased carpet for family room and wood flooring for the kitchen and bathroom. Tht carpet is fine. The wood flooring is peeling and warping in both the kitchen and bathroom The flooring was defective. The company has since discontinue the product they said. They will not talk to us.. They claim its out of warranty but we had it less than three years. We paid over $5,000 for the job it surly should last longer than three years. We are seniors therefor there is not lots of traffic on the floors. We sent pictures per their request yet they don't respond. We haven't heard from them in weeks. As seniors we feel we have been mislead and deceive. Could you please help us?Business Response
Date: 01/09/2025
We appreciate the customer bring this matter to our attention.
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 2022 and as such a fee would apply to any service or assessment.
A manager has contacted the customer to provide a quote for service.
We look forward to hearing back from the customer and resoling this matter amicably.
Customer Answer
Date: 01/29/2025
Complaint: 22714619
I am rejecting this response because: The floor is coming up. Empire wants us to pay $250.00 for them to come out and evaluate where the floor is defective or not. They have been very slow and not cooperative. We are seniors and we feel we have not been fairly dealt with. We will greatly appreciate any assistance you could offer.
Sincerely,
******** ******Business Response
Date: 02/04/2025
We appreciate the customer reaching out and sharing their concerns.
We have reviewed pictures of the flooring and we have agreed to replace the flooring at no cost to the customer.
We apologize for the customer's experience and thank them for the opportunity to address this matter.
Customer Answer
Date: 03/19/2025
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,
******** ******
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