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
- 1,824 total complaints in the last 3 years.
- 489 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/23/2024
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.
July 26th 2024 my carpet and laminate were replaced with LVP on the entire first floor. I paid $4,000 to have the work completed. The contractor did not replace the wax seal/ring on the toilet (even though I asked if it would be replaced) and used the same one resulting in water going underneath the flooring for weeks. Damage did not show on the top of the flooring itself and I did not find out this was happening until black mold started growing up all of the walls in my half bath, kitchen cabinets, laundry room, and coat closet. I contacted the business to ask for reimbursement and they responded to me asking for invoices (which I can provide) but there are many additional costs that have added up that directly resulted from this issue that I must be reimbursed for.
Business Response
Date: 12/12/2024
We appreciate the customer reaching out to share their experience.
We reached out to the customer and have requested pictures and invoices for all expenses so that we are able to fully investigate the claim and reimburse all out of pocket expenses.
We apologize for the customer's experience and look forward to receiving the requested information so that we are able to resolve this matter amicably.
Initial Complaint
Date:11/22/2024
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 set up a free quote for new flooring in my home with Empire Floors. ********* ******* was the representative who performed the in-home quote for the new flooring. During the visit she offered me financing options with a low monthly payment. She told me that she could offer 12 months at zero percent with a low monthly payment of $130 a month. She informed me at that time that although they offer free interest and a low monthly payment if the payments continued past the 12 months the interest rate would go up significantly. ********* made it very clear the terms, conditions and what to expect in regard to a monthly payment being $130.00 with the flooring cost of $10,402.50. I just received my first statement in the mail and the minimum payment due is $365.00. This is 3 times the amount she quoted, and I agreed to. I called ********* and she told me she would look into it. The first day I contacted her she was responsive however blaming multiple texts vs calls on inclement weather. The second day I had to reach out to her, and she said she was still looking into it. The 3rd day I had to reach out again and she said that I needed to call the bank with whom she helped me get the financing thru. I asked her why she quoted me the low monthly payment and that she works with the financing company and should be able to answer my questions. It isn't an error with the financing company, it is an error on her part for misleading the financing terms and quoting a lower monthly payment than what was being offered. If I look in my statement it clearly shows the terms of 3.5% of the total balance. She knew this too. I unfortunately did not. I would have either found my own financing or waited to have the floors done. ********* has worked with the company for 6-7 years and should have known the best practice for any financing being offered. I have called Empire **************** 4 times now and they keep putting me on hold or saying someone will call me back.Business Response
Date: 12/12/2024
We appreciate the customer contacting us regarding their concerns. We have spoken to the customer discuss the terms of the finance account. We appreciate the customers feedback and consider this matter resolved.Initial Complaint
Date:11/22/2024
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.
Contract intentionally confusing and misleading. The contract has two areas that contradict each other: 1) Ofset section says payment when work is substantially complete and 2. payment section says pay full balance when they show up before work has begun. Is this even legal? I refused to sign.Business Response
Date: 12/10/2024
We appreciate the customer contacting us regarding their concerns.
Per the customers request, the order has been canceled.
The customer has been refunded the full amount of the deposit to the original payment method.
Customer Answer
Date: 12/10/2024
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.Note to all - it took several phone calls to track down someone who could help me. He never should have charged me before I signed the contract (which I never signed).
Sincerely,
***** *******Initial Complaint
Date:11/22/2024
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.
Purchased new laminate floors for my Master Bedroom and closet and our 5th bedroom/bonus room and the stairs leading to the 5th bedroom upstairs. Empire came out and did a great job to quickly install the bedrooms floors but I have been waiting over 6 months to get the stairs completed. They tried to provide a solution of an overlay on the stairs where the front stair nose landed in the middle of the tread which was unacceptable. We wanted flush stair treads with no overlaps. Empire said they would have to go back to the manufacturer to get the flush stair treads. I have been waiting months of this. Why they sold us floors without having the stair treads in place is beyond me. I have been getting the run around from Empire and I told them they either need to provide flush stair treads or come out here and rip everything up and replace everything with a product where they have flush stair treads. Worst customer experience ever. I leave messages with people and no call backs or updates. No escalation and telling me that they will put carpet on my stairs which is not what I paid for.Business Response
Date: 12/10/2024
We appreciate the customer contacting us regarding their concerns.
We have received the special-order stairs and are completing installation today.
We apologize for any inconvenience and thank the customer for their feedback.
Initial Complaint
Date:11/21/2024
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.
floor was bought/installed on Dec 21, 2023. the floor is buckled and coming up in several places, it is a dangerous situation. The salesman did suggest and sell me this floor knowing i was fully disabled and living in poverty and used a chair with wheels/wheelchair. I called about the floor coming apart, the company first sent the installer to look who blamed "sight issue" then the installers boss came, same "sight issue" then the company's install manger came same thing "sight issue" so i guess i am being discriminated for being disabled... they said I voided the warranty for being disabled and needing a wheelchair then i asked so if someone has a friend in a wheelchair.. they are not allowed in your home? This company is discriminating against disabled people. The "office" offered no help and basically hung up. The salesman sold me a floor knowing i was disabled and used a wheel chair which i was sitting in when he sold me the floor, there is nothing anyplace that said I was not allowed to use a wheelchair associated with this floor OR i would never have bought it, the salesman pushed this floor on me.Business Response
Date: 12/09/2024
We appreciate the customer reaching out to share their experience.
A full replacement with a flooring that is appropriate for use with mobility devices is scheduled for Thursday, December 12th.
We apologize for the customer's experience and thank them for the opportunity to address this matter.
Customer Answer
Date: 12/12/2024
Better Business Bureau:
Was a misunderstanding but Empire really stepped up and installed a beautiful strong floor. 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:11/20/2024
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.
Incident Number ************** issued 8/22/24. This is my formal petition (submitted online 10/25/24) for a full refund of $5,000 from Empire Today (ET) for the improper installation of my hardwood flooring on February 6, 2024. ET scheduled ******* Flooring to perform an inspection on September 5, 2024, and the following was reported: high humidity, flooring installed too tight between boards and at quarter-round causing inversion of boards. General contractors and flooring companies whove inspected our home have reported that no moisture was found in or around my home and the problem was failure to allow for room for expansion during installation. My Incident was reported over two months ago, and I have made numerous phone calls to ET personnel. Their failure to return my calls and/or refusal to provide management names and contact information has led to this petition. A full refund should be issued by November 15, 2024, to my credit card which was used for payment.Incident Number **************. This is my formal petition for a full refund of $5,000 from Empire Today (ET) for the improper installation of my hardwood flooring on February 6, 2024. ET scheduled ******* Flooring to perform an inspection on September 5, 2024, and the following was reported: high humidity, flooring installed too tight between boards and at quarter-round causing inversion of boards. General contractors and flooring companies whove inspected our home have reported that no moisture was found in or around my home and the problem was failure to allow for room for expansion during installation. My Incident was reported over two months ago, and I have made numerous phone calls to ET personnel. Their failure to return my calls and/or refusal to provide management names and contact information has led to this petition. A full refund should be issued by November 15, 2024, to my credit card which was used for payment.Business Response
Date: 12/09/2024
We appreciate the customer contacting us regarding their concerns.
We provide a one (1)year labor warranty, in addition to the product warranty from the manufacturer. The customer's hardwood was installed in February 2024. We completed an assessment at no cost and the damage was determined to be the result of site-related issues.
The customer is welcome to have their own,independent certified flooring inspection completed and forwarded to Empire for review. Inspections must be from a certified flooring inspector; a report from a contractor,handyman, or competing flooring company is not sufficient. Should the certified, independent inspection differ from our findings and indicate the matters are covered under warranty, we will refund the cost of the inspection, within reason.
We apologize for any inconvenience to the customer and thank them for allowing us to investigate this matter.
Initial Complaint
Date:11/18/2024
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.
Installed incorrect shoes on baseboards. Contractor lied saying I was aware of this when I was not even home to see the work until it was done. Called and spoke to manager and was told i have to deal with it too. change the quarter rounds to square ones as I had immediately. Did not accept contract and wrote no upon install meaning the contract is voided. Fix this immediately.Business Response
Date: 12/06/2024
We appreciate the customer contacting us regarding their concerns.
The customer contracted to have new trim installed and this was completed. We have spoken to the customer and offered to replace the trim with another style at a cost.
We thank the customer for their feedback and the opportunity to address their concerns.
Customer Answer
Date: 12/09/2024
Complaint: 22573208
I am rejecting this response because: I refuse to pay for having what my floor had on it replaced for additional cost. If you replace someone's trim why would you have to pay extra for it? just replace the trim for what was on my baseboards already, very simple.
Sincerely,
******* *******Business Response
Date: 12/13/2024
We have spoken with the customer and scheduled a one-time courtesy replacement of the trim.
Service is currently scheduled for December 17, 2024.
We thank the customer for their feedback and the opportunity to address their concern.
Customer Answer
Date: 12/13/2024
Complaint: 22573208
I am rejecting this response because: the replacement is scheduled. Will approve response once job is complete.
Sincerely,
******* *******Initial Complaint
Date:11/18/2024
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.
December 2023 I had carpet installed by Empire on two staircases. The installations was rescheduled once because they didn't have enough time to make it to my home before 4, when they did finally on their next appointment date, it was after five and the and the installation was complete at 10PM which was inconvenient to say the least. I took two days off of work and in the end, It was unnecessary because the installation was after hours. Now, it has been less than a year and the carpet has several "pulls" and has a lot of stains, some just from traffic, others from pet. I have used a carpet cleaning machine with the cleaning solution but the carpet stains are still obvious and look terrible. I asked about the warrantee that would help with these stains and the pulls and I was told that because it is not "accidental" and because it was on a staircase, neither the manufacture warrantee or installation warrantee apply. I am upset that I was told I would be covered for stains that were not able to be removed and that this carpet looks so terrible in less than a years time. I am looking to have it removed and replaced or some kind of solution to this issue, a partial refund or even just the removal of this awful carpet so that I can order more durable and stain resistant carpet from another company.Business Response
Date: 11/21/2024
We appreciate the customer contacting us regarding their concerns.
The ************* Service Manager contacted the customer and explained that the manufacturer does not warranty stairs.
The customer does have ESP and can utilize the carpet cleaning benefit.
Initial Complaint
Date:11/17/2024
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 purchased flooring from Empire Today last year and the transition strip buckled and eventually came a part resulting in a dangerous situation where I'm constantly tripping over. I called Empire in September regarding the repair and they sent someone put the following week to do the replacement. When the workers came they didn't have the transition and strip and said they would return the following week. They never returned and after 5 different calls to Empire asking about my repair with promises that someone would call me back I keep getting the run around. They keep texting me about the repair date and then the date of the repair I get another text saying it's canceled until the following week. This has happened 5 times in a row. Please assist me anyway you can to get my issue resolvedBusiness Response
Date: 12/04/2024
We appreciate the customer bringing her concerns to our attention.
Service to replace the transitions was completed on Wednesday, November 20th.
We apologize for the customer's experience and appreciate the opportunity to address this matter.
Initial Complaint
Date:11/15/2024
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.
June 2024 We were sold carpet that is literally falling apart. I first contacted them in mid July about this, they sent someone out and he cut the edges that were shredding. They asked about the kind of vacuum I had, in Sept they sent the same man out. he cut the shredded pieces again and took pictures. He agreed that the carpet was defective and sent paperwork in to Empire. My last contact was 2 weeks ago when they wanted someone to come back and get an 8x8 piece of carpet to show the manufacturer. I told them there was no extra carpet left. I cant have them cut a piece of my rug out of my home. I was very clear with the salesman what type of carpet I wanted. He was aware that my husband had a ******. I have more informationBusiness Response
Date: 11/29/2024
We appreciate the customer contacting us regarding their concerns.
We have submitted an appeal to the manufacturer with additional pictures since the original claim under the product warranty was denied as the manufacturer was not able to obtain the carpet from the home for further testing. Processing time for any claim under the product warranty is 6 to 8 weeks.
We will provide an update to the customer once the appeal decision has been received.
Customer Answer
Date: 12/02/2024
Complaint: 22562065
I am rejecting this response because: They have been telling me 6 to 8 weeks since September. WE have no extra carpet to send unless we cut out a piece. Empire needs to take care of this issue and deal with the manufacturer. As I stated we were extremely overcharged, misinformed, lied to and told by their contractor that the carpet defective. This has gone on long enough. WE were totally misled by the salesman who came to our home and i truly believe it was because of our age, we are pretty old, but not stupid. WE are apparently going to have to obtain an attorney . I honestly am shocked at the way this has been handled, calls are ignored. ****** ******* refuses to let me talk to her superior.
Sincerely,
****** *****Business Response
Date: 12/06/2024
We have sent a further inquiry to the manufacturer regarding the customers claim. We are awaiting the disposition of the claim.
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