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
- 1,822 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:11/15/2024
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 was overcharged $866.00 by Empire for work completed. We have called several times to get the money refunded and are told someone will call us back within 24 hours, but we receive no call.
Business Response
Date: 11/21/2024
We appreciate the customer contacting us regarding their concerns.
We have submitted the credit to the account. Please allow 3-5 business days for it to show on the customers end.
We apologize for any inconvenience and thank the customer for their feedback.
Customer Answer
Date: 11/21/2024
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.
Sincerely,
******* ******Initial Complaint
Date:11/14/2024
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 not complaining about customer service, labor or material, everything was done on time and as was I was told from the beginning of the process. My complain is about the the way that was presented the financial part, he never mentioned to me that he is applying in my behave for a credit card with ****************. I found this later after he left my house when I got an email from **************** saying I am approved for a credit card. I was told all the time the company will finance the portion of the cost but never ever I was aware about this credit card. That is a miss-presentation of the financing program. I was 100% sure Empire will give the credit and I will pay back to them my reminding balance, this is unacceptable. The sales representative was very friendly, professional and knowledge about the product but he missed the most important part of this sale. If he actually explained to me I would have the chance of used one of my existing credit cards. When I call the next day to ask him about this credit card he say pay off and close the card, what can of solution is this.Business Response
Date: 11/19/2024
We appreciate the customer contacting us regarding their concerns.The ************* Service Manager contacted the customer and apologized for any confusion regarding financing.
Customer now understands.
Initial Complaint
Date:11/14/2024
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.
Mr. ***** came on 11/03/2024 scheduled presentation, measurements, pricing & pics of areas services provided were to be Installed. During that meeting, I questioned my payment cash-he stated no cash accepted & did I have a credit card/after turned down threw financing. He also stated If something were to happen, I could fight It threw my card. I questioned, Mr. ****** why? would I schedule, have you In our home were I reside at to pull that statement you stated? I further told him, I'm not whomever they've dealt with & that's not my character. Finished up discussion/transaction paid $529.20 to Mr. ***** **** left. Scheduled for services on 11/05/2024, white unmarked van, Installer walks Into our garage on his phone whole while I'm speaking to him of ******************* of Empire. He proceeds to leave three time of our garage & back still In his phone & female passenger in ***, third time he comes back he acknowledged **** said thier sending someone else. Mr. ****** whom I've spoken to & fimilar of the issues/Immediately I called Empire when guy didn't answer me/phone. Discussed & Mr. **** rescheduled services for 11/08/2024. Installer came out, now this Installer Is Inexperienced he said/plus carpet/cause problems later/I'd have issue with Empire/claims/compliants/repairs. I Immediately called Empire again while Installer here/no answer. Installer had Mr. ***** on his phone & passed his phone over to me. I explained to Mr. ****** what the Installer stated to **** Mr. ***** agreed w/Installer as to his statement. I Immediately stated **************** no longer going threw what I've been experiencing of the whole ordeal. Mr. ****** then replies/carpet has to be Returned. No services nor carpet was ever placed or rendered. Due/matter & issues of contractors they're affiliated & contracted threw. I've on many many times contacted ********************************************* forwarded. Asking, detail ********************** They've not Refunded me, plenty of emails/Irrelevant to/REFUNDBusiness Response
Date: 11/29/2024
We appreciate the customer contacting us regarding their concerns.
The customer requested the order be canceled. We have done so and have refunded the full amount of the deposit to the original payment method.
We apologize for any inconvenience and thank the customer for considering our service.Initial Complaint
Date:11/13/2024
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.
Date of estimate appt + deposit: October 24, 2024 Date of installation: October 24, 2024 We had our laminate flooring done through Empire for an initial total of $9800, with a deposit made on the day of the estimate with the sales **** ****. At the time of installation, my parents were on site as this was their house and were told that an upstairs bathroom could not be done so we would receive a credit for $775.29 but there would be a take up charge for $311.68 which is what my mom signed off on on the installer's ipad and paid in full before installation could begin. The amount of $311.68 was paid by card and installation was started and completed. Once the installation was complete, Empire had not issued us a refund so I called customer service and was told we would be hearing back from them but a different refund amount is set to be issued. We filed a case as the amount was not agreed upon and did not hear back until an amount of $717.52 was automatically deposited into the bank account without any notice or discussion. It was not mutually agreed upon nor was it informed to us, as clients. It was an amount Empire came up with and acted accordingly without any information relayed to the client. After multiple rounds of contacting customer service, our sales **** anyone we could get a hold of, we receive a call from the installation manager who was very unprofessional and started raising her voice first, escalating the situation and completely uncooperative basically just cutting me off saying the case is closed. When proof was requested, she said that they were "supposed to" charge us $369, therefore taking the difference of $57.77 from our refund without any notice to us. On site, my mom was told $311.68 and signed off on $311.68. There was no approval nor a signature for this "new amount." I requested proof on a signature and nothing could be given to us to show anything for the $369 amount. The money is one thing but this is dishonest business practice.Business Response
Date: 11/29/2024
We appreciate the customer contacting us regarding their concerns.
We have spoken to the customer and the $55.77 was refunded to the original payment method.
We apologize for an inconvenience and thank the customer for the opportunity to address their concerns.
Initial Complaint
Date:11/12/2024
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 was promised/assured by the salesman ******* ****** there would be no transition pieces between the bedrooms and the new flooring that was installed. There are transition pieces and Mr ****** is sorry. I would not have purchased the flooring if I knew there would be transition pieces.The master bedroom closet sliding doors do not work because the tract sits too low after removing the carpet. Damaged flooring was installed. Baseboard is damaged. I requested remove and reinstall and the installer destroyed it so I had to purchase additional baseboard. Transition piece by fireplace cut too short.Business Response
Date: 11/29/2024
We appreciate the customer contacting us regarding their concerns.
We have scheduled a service for December 5, 2024. We have also to send a quote for the repair on the damage so that we can review.
We apologize for any inconvenience and thank the customer for their feedback.
Customer Answer
Date: 12/02/2024
Complaint: 22545693
I am rejecting this response because the issue of installation ... apparently no transition strips are required if the flooring is glued down. No transition strips between bedrooms ... that is what I purchased in good faith and was assured by the salesmen that that's what I would receive!!!Plus the closet doors tract now sits lower due to the removal of carpet and pad. I believe I'm NOT the first ******** who has had carpet removed and LVP flooring installed. The tract for the closet doors needs to be raised so the door bottom will fit the tract. This should NOT be the responsibility of the ********! I was told to go to ********** and purchase new tract. Twice I have gone to the store and twice now I have been told to adjust the tract by raising it with ****.
Purchasing what I thought was my dream flooring from Empire Today has been a NIGHTMARE and continues to be a horrible experience!!!
I have been treated with absolutely no respect by the Tucson staff of Empire.
I was informed by the installer that since I live in a manufactured home (1248 sq ft) this is what happens to our lot!
I have been discriminated against! This company is fraudulent and uncaring.
They even charged me before the job was completed ... because the job isn't completed.
Sincerely,
******** ******Business Response
Date: 12/06/2024
Service was started 12/5/24Customer Answer
Date: 12/09/2024
Complaint: 22545693
I am rejecting this response because: the three transition pieces haven't been removed nor have the other deficiencies been resolved.Once the above has occurred then, and only then, will this matter be closed.
Sincerely,
******** ******Initial Complaint
Date:11/12/2024
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 carpeting on may5 *********************** sept.there is a wore spot in the Carpet.have tried to communicate they won't answer calls sent accessor in Oct haven't heard from themBusiness Response
Date: 11/29/2024
We appreciate the customer reaching out with their concerns.
We provide a one year labor warranty, in addition to the product warranty from the manufacturer. This complaint has been forwarded to the manufacturer for review for claims under warranty. Please be advised this process is currently taking up to six weeks for the manufacturer to reply.
We apologize for any inconvenience to the customer and appreciate the opportunity to investigate this matter.
Customer Answer
Date: 12/26/2024
Complaint: 22488531
I am rejecting this response because: I wish you to reopen the case. I have not heard from empire since they said they sent it to manufacturers. Please keep me informed. Thank you.
Sincerely,
***** ********Business Response
Date: 12/31/2024
The claim was submitted but was put on hold because the manufacturer had questions. We have provided the answers and the claim is currently under review by the manufacturer.
We apologize for the further inconvenience.Customer Answer
Date: 12/31/2024
Complaint: 22488531
I am rejecting this response because: this matter has been going on since sept,I believe they have sufficient time to resolve this
Sincerely,
***** ********Initial Complaint
Date:11/11/2024
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 offered a 5-year warranty plan on carpet and also offered 2 carpet cleaning reimbursements up to $100 each at year 3 and at year 5. I attempted to file for the reimbursement but was told multiple times that I missed the deadline because my offered expire at 3 years. However, everywhere on the site and within my contract says nothing about the reimbursement expiring at 3 years. I was also told customers have to call to extend to the 5 year warranty before the 3 years is up but no where in the contract does it state that. I am seeking the $100 reimbursement for carpet cleaning as promised.Business Response
Date: 11/22/2024
We appreciate the customer contacting us regarding their concerns.
The ************* Service Manager has reached out by phone and email to the customer.
We look forward to hearing from the customer and resolving this matter amicably.
Initial Complaint
Date:11/11/2024
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.
Purchase carpet from Empire Today on 5/20/2022 with a Dream ****** Warranty that covers 25 years such as fading, stain resistance etc. We had the carpet cleaned by ******* ******* on 7/24/24. The cleaning technician noted on the receipt that there was premature wear and tear, fading and poor stain absorption. There are only two people living in the home so there are no high traffic areas. Also, Empire was supposed to reimburse me $100 dollars after my first cleaning. I have called the Empire on 7/29/24 and 8/15/24 on the Warranty and the 100 dollars reimbursement. Empire stated that the reimbursement was being mailed. Never received anything. For the Warranty Claim, Empire referred me to the manufacturer ******************************, **********, **, . I filed a written Claim on September 5, 2024, which included pictures of the stained/faded areas to Dream ******. *********** contacted me regarding the Claim filed and stated that someone will come out and inspect the carpet. To date, there have been no calls from anyone regarding my complaint and or claim.Business Response
Date: 11/29/2024
We appreciate the customer contacting us regarding their concerns.
This complaint has been forwarded to the manufacturer for review under their warranty. Please be advised this process is currently several weeks for the manufacturer to reply.
We thank the customer for their feedback and the opportunity to address their concerns.
Initial Complaint
Date:11/11/2024
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 hired empire today to install carpet throughout my home. The ********* showed up and refused to do the work. I did not have my sons beds taken apart and had stuff on the mattress. This was on me. I explained if he started in my room which was the largest room then I would have someone help me take the beds apart. I am a widow and I have no help. I didn't know how to take them apart so I figured we could just move them. That was not the case. I called and spoke with the *********s boss who said she cannot make him stay and do the work... They sent me a second ********* out, he installed the carpet on top of carpet, and did a terrible job. They broke my sons beds, damaged my vents and ceiling as well as left carpet unattached in areas on my stairs. I called to complain and they sent the exact same man that I called to report back to my house... I explained how unprofessional and possibly dangerous that was knowing that I reported him and without communicating me first.. I had to tell him that he could not do the work. They send another crew out and they refused to do the job stating that my stairs were impossible to do. This is the 4th time I had taken off work and or had to be home for this. I had the ********* tell me last year that I needed all new subfloors and to cancel with empire and use him. He didn't even look at my floors, he was scamming me and per management he had a long history of this and was terminated for this. The original *********s also left pizza and wings in my hall closet that only has my sons games in it so it went unnoticed for months until I could figure out why my hallway smelled like molded food. Everything with this company was a disaster and they hire shady *********s. Taking advantage of anyone is terrible, let alone a young widow with kids. I have photos and video from everything including ********* refusing to do the work. They are on my phone and I am on a work computer.Business Response
Date: 11/29/2024
We appreciate the customer contacting us regarding their concerns.
Service for the carpet has been completed. We have spoken with the customer regarding their concerns and they were offered a fair and reasonable accommodation.
We apologize for any inconvenience and thank the customer for their feedback.
Initial Complaint
Date:11/10/2024
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.
August of 2022 I bought new flooring luxury plank at the cost of ******** dollars. I also purchased a 5 year warranty plan bringing my total cost up to ******** dollars. One year and one month later in September of 2023, the planking which was guaranteed for 1 year, should have been covered by the extra 5 year "Empire Service Plan". Upon calling Empire to ask them for repairs they informed me that I had not paid for the "Empire Service Plan" when purchasing my flooring installation. During the communications with Empire during the purchasing phase I added the "Empire Service Plan" on as an extra, stated in the below attached email. As previously stated, the base price was ******** dollars. Empire then added on ****** dollars for the "Empire Service Plan", which I paid for, this transaction can be found in the US Bank Document which is also attached below.(Summary)The Empire Today company, despite purchasing their extended warranty "Empire Service Plan" refuses to repair my flooring which they installed.Business Response
Date: 11/27/2024
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 2022. To better determine the cause of the damage, we have arranged for an assessment to be completed on Tuesday, December 3rd.
We apologize for any inconvenience and thank the customer for their feedback.
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