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

  9018 Rico Rd Monroeville, PA 15146

  
• 

  Empire Today, LLC

  111 Amor Ave Carlstadt, NJ 07072

  
• 

  Empire Today LLC - Washington DC

  7760 Doane Dr Ste 135 Manassas, VA 20109

  

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:05/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Empire because they could offer fast and complete installation of a product they assured me they had on-hand and ready to install. That was all a lie. And they have 0 accountability. My first clue that this company is happy to scam people should have been that they require 100% payment up front and then promise to address any possible issues by coming back to fix it until youre happy. The sales *** ***** True confirmed that the materials for my job were all available at the time we booked the appointment on Wed 4/23. Installation was set for Friday that week 04/25. But that was a lie to get me to sign the contract and pay over $16k. Then Friday comes and the sub-contractors they sent are standing on my doorstep when Empire calls back to say, Oops, our bad. We actually dont have the materials to complete your stairs but we can do everything else and come back next week for the rest. Fine. Only that was also a lie. Turns out the materials are actually on back order. When the sub-contractors leave, they leave the stairs in horrific condition with ***** ******* sticking out from all angles on over a dozen stairs. Were ripping open our feet daily finding new staples and trying to remove them all ourselves. Frustrated, I call to speak to Finance and **************** about adjusting this bill since now were going to be a minimum of 2 weeks out from the original contract date before they finish this job and our stairs are something out of Fear Factor. They tell me they cant do anything. Maybe they can discuss a discount or extremely minimum refund amount after the job is completely done get thisbecause there could be other issues before we get to the end. Wed like to hope your materials come in in time for a May 10th install but we dont really know. So *** the **************** Service manager runs the team like this. No more fake promises but absolutely no accountability.

  

  Business Response

  Date: 05/19/2025

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and completed service of the installation. We appreciate the customers feedback and consider this matter resolved.  

• Initial Complaint

  Date:04/30/2025

  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.

  My complaint and issue with empire today is my flooring was installed 3 or so years ago and I have a spongy area that has now cracked due to not installing the under layment correctly causing the crack , they will not come out to even look at this , want to charge automatic ****** fee and still will not repair if its found not to be installed correctly. This is not right and should be investigated. Also there is another chip on corner of flooring .and will not look at this either 150 fee just to look .Not good customer service values

  

  Business Response

  Date: 05/13/2025

  We appreciate the customer contacting us regarding their concerns. 

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.
  The customers installation was completed May 7, 2021.

  The ************* Service Manager contacted the customer and a billable service is set for Saturday, May 17, 2025.

• Initial Complaint

  Date:04/29/2025

  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.

  June 2017 I hired Empire Today flooring company to install tile flooring throughout my entire downstairs. Cost $8,000+Incident 1.) I ordered charcoal colored grout. The subcontractor advised gray grout was sent. I contacted Empire, who stated multiple times that they (charcoal & gray) were the same. It was not. After the install, i called to file a complaint and find a resolution, that said that they would provide a marker for me to fill in the grout lines.04.25.25 while looking at old photos pre-flooring install, i realized they covered a heating vent. when i contacted Empire, they said that I would have to pay and additional $375+ due to being outside their 1 year warranty. Many hazardous conditions including fire hazards, damage to HVAC system, reduced energy efficiency, and uneven temperature distribution, air quality issues, moisture buildup, and mold and mildew growth, heating system to overheat, potentially leading to a fire. Regardless of the length of time, I do not think customers should have to pay to correct their error(s).

  

  Business Response

  Date: 05/19/2025

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and completed service of the installation. We appreciate the customers feedback and consider this matter resolved.  

• Initial Complaint

  Date:04/29/2025

  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 carpet installed by Empire Today on 2/25/24 with a service plan. At the time of installation, a hole was cut in the carpet over the *** pipe cap to allow access to the sewer cleanout. The hole is about the size of the cap and a decorative chrome cover is then placed over it to hide the cleanout. This is standard installation when a floor cleanout is present.We had a sewer issue this winter that required the plumber to access the cleanout. The decorative cover was removed and a large tool was placed into the slot on the top of the *** cover and it is screwed off to access the septic pipes. The tool apparently caught a fiber and unraveled a significant strip of carpet, exposing the back. Empire Today and their Service Plan provider has refused to honor my claim. Per my contract:Type of Damage from incident or accident covered:Snag/Unraveling that causes a gap greater than 1 inch and exposes the base of the ********* claim was denied. They stated it couldn't be fixed because my carpet is not available. If the carpet cannot be repaired or replaced my contract provides for compensation in the form of a check up to the limit of liability shown on confirmation page. (See page 5 of Service Plan attached)I challenged the claim denial and was told the claim was denied again because the septic cover was removed intentionally, therefore it was not an accident. Seriously?? Removing the cover was intentional as per it's intended function, but the stray fiber getting caught and unraveling was most certainly an accident!I again challenged the denial and now I am being told that the claim is being denied again because the "damage happened during installation". Here is the exact language of my contract under what is not covered around installation: b. Damage or soiling DURING delivery, installation, transit or from packing or unpacking;The damage DID NOT occur during installation; the damage occurred over a year later when the plumber removed the septic cap.

  

  Business Response

  Date: 05/01/2025

  We appreciate the customer contacting us regarding their concerns.

  We have contacted the customer and resolved the matter amicably.

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

  Customer Answer

  Date: 05/02/2025

   
  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:04/29/2025

  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.

  Empire is not refunding my deposit even though we are not under contract and I have asked for my money back. They told me I needed to submit the deposit before they could send the contract, once we received the contract we decided not to go with Empire and asked for the deposit back. Note, we did not sign the contract. Via email they said they never received the deposit and over the phone they said they had received the deposit, but the person couldn't refund it themselves. They told me they would talk to their finance department and get back to me, but they have not reached back out or refunded the deposit. This was a week ago.

  

  Business Response

  Date: 05/01/2025

  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: 05/05/2025

   
  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. I wish that it did not take weeks and then ultimately a complaint through the BBB to resolve, but I am satisfied it was finally resolved.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deceived by ******** with us not understanding that he was selling us something that we were not interested in.

  

  Business Response

  Date: 05/16/2025

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer.  We have verified that the product installed in the customers home match their selection. The customer accepted the product on the day of installation and proceeded to have the product installed.  We offered the customer a discounted cost to replace the floor. We appreciate the customers feedback and look forward to amicably resolving this matter.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23260226
  
  I am rejecting this response because: four different people have promised to call us back and all have failed to do so. Their only offer to us is to come in and undo what they did, and then put in the correct lamin, it at cost. That would mean that the total job would have been double nearly, what the other two estimates were that they saw. Not only did we not get laminate, and we're sold l VP unbeknowing's to us. This is the lowest quality c*** that we've ever seen.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/23/2025

  The customer chose the product to be installed from the sample board (clearly labeled LVP). The specifications section of the contract clearly state the product to be installed is LVP. The customer signed the attached Certificate of Completion that everything was completed to their satisfaction. We have offered replacement at a cost to the customer. We hope the customer will reconsider our offer. 

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23260226
  
  I am rejecting this response because: They continue to fall back on the contract. We signed (at 65+ years old) the "contract" on a small IPAD, ASSUMING that the flooring we had picked out (not in any way described to us as LVP to us verbally as we requested) was laminate, as the samples never showed it being anything else other than laminate. There was no "walkthrough - end of the job signoff". The lead worker who barely spoke English, said "we're done, sign here for the additional work and that we are done". Never EVER did he offer nor was anyone else available to do a complete walkthrough of a 2700 sq. ft. house job. So, NO I did not sign off as "I'm happy with this job and We're Ok with what happened." He said he had to leave to go to another job in ************. He then left me some extra tiles and left. I, by the way, signed that on a cell phone! Even smaller fonts than an IPAD. I wasn't trying to get out of paying, but he said his manager said I had to sign when he said it was finished, so I did. I GUARANTEE, on my dead family's ******, that ****** ******** NEVER uttered the words "LVP" knowing full well that that is what we wanted. I have the e-mail I sent to him at his request to "compare" prices between ****** and Empire - He acknowledged receipt, sent me back an e-mail as to why they were a better price and compared "apples to apples". THEIR QUOTE (ON LINE ONE) STATES WOOD LAMINATE!!!!! How did a professional salesperson with any integrity, not point out to us that he was selling us LVP? Lastly, *****, the FOURTH EMPIRE EMPLOYEE not to call us back, informed me she was only calling me because of this BBB inquiry. She then proceeded to enlighten me that there's "really nothing that the BBB can do, it's just an investigation". They can make no findings against us. So, that to me shows me the true level of concern that Empire has for us, and the lack of respect for your Agency. This has caused more stress in our lives than just about anything else in the last 20 years. $26,500 down the proverbial drain. 

  To reiterate - Four different Empire employees have promised to continue to work with us or call us back and NONE of them have done a thing. Even when we hammered them on their own website, they responded as if they were sorry for the experience and that they were going to make it right. They never did, so I responded again, and the same sympathetic response - verbatim - was applied to my comments a second time. Now, it has been taken down and they have a 4.7 rating out of 5. Real legitimate. If this is a waste of our time, theirs and yours according to them, why are we doing this?
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/28/2025

  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.

  I signed a contract for a flooring installation on 9/24/2024 with Empire Today. I was not aware that they subcontracted their installers. My install included removing the old floors to avoid a warped surface, a specific requirement as stated to their sales representative, which did not occur and I was told that their expert opinion was that it couldn't be done. They installed the new floor atop the oldmy floors are warped and I was charged $777.15 for the "removal." I refused to sign the *** because I wasn't satisfied and their subcontractor FORGED my signature; I had signed one COC for another room however I was mislead regarding which document I signed. The language barrier between hindered a communications meeting of minds. I immediately filed a complaint which was grossly mishandled by one representative who twice closed my claim without communication or resolve. Eight months later, I reinstated my claim and once again, it's being mismanaged. My communications with their call center did result in a desirable engagement via management however, they weren't a resolution specialist or manager. Because of their installation on top of the old flooring, the transition point into my kitchen began to crack because the floors aren't flush. Another subcontractor emailed me in order to address my claim however, their last representative stated that my claim would be escalated and that I'd be contacted. I was not contacted nor spoke to a manager or resolution specialist. Removing their tiles and getting a refund will not fix this because my old floors now have s**** holes all over it and there must be a criminal complaint to address the forgery. My intent, if this cannot be resolved amicably, is to sue and seek punitive damages. I've exhausted my patience and filing because it appears that Empire Today is more responsive to resolve via an official complaint.

  

  Business Response

  Date: 05/08/2025

  We appreciate the customer contacting us regarding their concerns. 

  The corporate office has contacted the customer and resolved the matter amicably.

  Customer Answer

  Date: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response from "Empire  Today",  in reference to my complaintID ********. Their resolution specialist, ***** ********, advocated for an amenable resolve that although it couldn't make me whole, it was the best solution which allowed me to move forward. Their efforts are commendable.

  Thank you,
  
  ****** *******

• Initial Complaint

  Date:04/23/2025

  Type:Order 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 talked to the Flooring Consultant on 3 Mar 2025, and my flooring was installed that weekend.The amount I have to pay back to ************** is: $5,683.10 I was told this would be a two-day job. (7 & 8 March)I been calling the company and I never get an answer. I have to contact the Flooring Consultant to get in contact with them, but the solution still hasn't been resolved. I'm already paying the bank back their loan and my floor still isn't completed. Empire Today already been paid in full.

  

  Business Response

  Date: 04/28/2025

  We appreciate the customer contacting us regarding their concerns.

  We have contacted the customer and resolved the matter amicably.

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

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Empire Today was hired to install ceramic tile in my home on 8/15/24 and 9/6/24. The total amount paid for the job was $12,645.24. The installation was done in two sessions because I had furniture to move from one room to another. They did not have a problem with doing the tile install in two sessions. In October 2024, I sent them a list of problems that I had with the tile installation, trim not properly mounted, trim not cut properly, gout missing, hollow tile, and transitions between three of the rooms. They finally came back out in February 24, 2025 to fix the trim, grout and tile issues. When the installer removed the transitions, broken tile was found. The trim and grout was fixed. They said that they will come back and fix the tile and replace the white trim around a desk to match the desk color. As of this date, the tile and trim replacement still has not been fixed. I have called **************** several times but the management has not called me back. I want the tile and trim fixed and install professional.

  

  Business Response

  Date: 05/09/2025

  We appreciate the customer contacting us regarding their concerns.

  We have a manager assessment scheduled today to determine a resolution.

  We look forward to resolving this amicably.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23233975
  
  I am rejecting this response because: The representative came out on Friday, 9 May 2025 with some options for me to review. He stated that they will replaced the tiles in the hallway because some were hollow and uneven. This scheduled to take place on 13 Many 2025. In the other two rooms at the doorway entrances, they want to put in transitions instead of removing some tile. I do not accept this offer. The representative stated that if they replace the tile it would void my warranty. This voided warranty does not make any sense at all. I think this is just an excuse to not replace the tile in the rooms. They needed to correct this issue and replace as necessary so the tile flows through all rooms without looking awkward.      
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/16/2025

  We have provided three fair and reasonable options to resolve the transition concerns. 

  We are waiting for the customer to provide us with their decision so we can move forward to schedule the installation repairs to the hallway.

   

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23233975
  
  I am rejecting this response because: the closets entry were not completed.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2024 we paid Empire $5,500 to install luxury vinyl planking flooring in our kitchen and family room. When it was installed I hadn't noticed that they did not take up the old linoleum tile that was torn up from my deceased father's wheelchair. They also did nothing to resolve the unlevel flooring between the kitchen and the family room. They simply installed the new flooring over it. I was assured that it would make no difference. Within a few months, the floor was peeling back in several places, making loud and cracking noises when you walked on it, and the individual boards were cupping and curving making it impossible to mop the floor. They were very slow to call me back and every time they had to call me back would take weeks and weeks but finally in August they said the product was faulty and replaced the floor. By December, the floor was cracking and chipping in multiple places, the board were separating, peeling and it was again cupping and warping even worse than before. I have been going back and forth with them since January when I notified them of the problems. I told them we do not want to go through the h*** of having the floor torn up again and the same faulty product installed in. It takes weeks for **** to call me back. Finally she had me speak to her boss several weeks agowho refuses to give a refund. He offered to replace the floor but I told him no that is not acceptable. I later contacted **** and told her if they would install a different product such as tile we would agree to that. She then stated that we would have to pay the difference which we're not willing to do we simply want our money back now we are tired of having the floor torn up. We're tired of stabbing our feet on faulty flooring. It has been nearly a year and a half that we have been denied a quality kitchen floor which we paid for.

  

  Business Response

  Date: 05/09/2025

  We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer and have offered to provide a replacement service to the floor under warranty. We have offered different products as well, some of which would be at an additional cost to the customer. The customer elected not to have us provide the service. We appreciate the customers feedback and hope they reconsider the offer. 

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23232234
  
  I am rejecting this response because:

  They have already had two chances to give me a decent floor that will not peel up, warp, cause me to trip and injure my feet. I am not accepting that they install the same cheap, low quality products again in my kitchen so it can tear up in a few months. They have completely ripped me off. I paid over $5,000 for two rooms of flooring and they're not even that big of rooms. The only other product they have is ceramic tile and I had already got a  measurement and quote from **********, so I would know how badly they were trying to rip me off. And just as expected they quoted me another $5,400 plus the $5,000 I'm out that's over $10,000 to upgrade to ceramic tile. They should have to upgrade me for free for all the inconvenience and stress I have been put through. I have congestive heart failure. ************ quote was under $3,000. Can you imagine these con artists and thieves trying to charge me over $10,000 for something that I could get elsewhere for $3,000. At this point I want my money back and I will get my money back and I will get an attorney and I will get my money back.  Empire disgusts me.
  
  Sincerely,
  
  ****** Soldier

  

  Business Response

  Date: 05/16/2025

  We appreciate the customer contacting us regarding their concerns. The customer has been approved for a warranty replacement. The customer has declined the replacement offer. They have indicated their attorney will be involved. We appreciate the customers feedback and look forward to amicably resolving this matter.

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23232234
  
  I am rejecting this response because: This is totally unsatisfactory. They are still offering to replace the floor with the same inferior, low quality, cheap product that has been installed twice. Everyday the chips, gaps, and buckles grow worse and worse on my floor, making it more and more dangerous to walk on. We are constantly nicking our feet and toes on this dangerous surface. I have tripped multiple times and nearly fallen.  They have now offered to charge me $3,000 more to have tile put down instead of this complete trash, worthless product they call LVP. What a joke. Why would I pay them another $3,000 on top of the $5,500 they have already stolen from me in order to have a usable kitchen floor? The fact that they're offering to replace it for a third time and have now dropped the additional amount they would like to steal from me in the hope of having a better product (which is truthfully not very likely) is proof that they know they are at fault. And just thinking about the fact that we paid for an additional warranty to these con artists, I feel sick to my stomach. I have pictures of my toes bleeding several times where I have injured my feet. These con artists are thieves with no conscience. They have stolen a large chunk of our savings and do not care that we have never had a decent floor to walk on and are injuring ourselves.
  
  Sincerely,
  
  ****** Soldier