ComplaintsforEmpire Today, LLC

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* a supergirl *** hang up on me Is this how your company treats customers? And your sales *** that was late and didnt even contact me to let me know she was on the way her name is ******** **** refused to send me the estimates option to make a decision in my purchase. What type of company is this. ? I need this issue resolved asap for me to select the option I want for my flooring

  

  Business response

  11/07/2024

  We appreciate the customer contacting us regarding their concerns.

  We spoke with the customer and explained that our business model is an all-inclusive price that is presented in our free In-home sales appointment.  We do not provide itemized breakdowns, and we do not provide written quotes so we are unable to meet the customers request.

  We wish the customer best in their future home project and we thank the customer for considering our service

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Installers did not have enough of the correct materials to complete the install. They said supplies would be coming next week and would be completed. There has been numerous calls, emails to the company to get these small things completed (transition strips from laminate to tile) and IMPOSSIBLE TO GET A RESPONSE FROM EMPIRE. Also other extra materials - including at least one box of completely defective laminate - that was not used and I would like to return for credit.

  

  Business response

  11/14/2024

  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.  

  Customer response

  11/14/2024

   
  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

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had our kitchen floor done with laminate and our bedroom carpeted, no problem with this. They were going to do our hallway and they said they couldn&#**;t install it because we would not be able to open our bathroom and other doors. So we were supposed to get a refund on this because they could not do it. They were supposed to call us back. *****, a *** with the company, was supposed to call us for a refund and he did not call us back, no one has called us back. They are just not following up.I would like for them to refund our money.

  

  Business response

  10/29/2024

  We appreciate the customer contacting us regarding their concerns. 

  We notified the customer that we processed the refund of the hall on October 28, 2024.  Please allow 7 to 10 business days for it to appear.

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

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The floors we had installed by Empire had a few cosmetic issues when put in on 9/14. We were told we had a one-year installation warranty and a five-year overall warranty. We attempted to contact the business beginning 9/25 and were told we would be contacted within 1-3 business days. That never happened, we called again on 10/7, giving them a little extra time, and were told we would be contacted within 24 hours. That never happened, so we called on 10/9 and were told again we would be contacted within 24 hours. Again, it did not happen. I called and asked for a different supervisor and an email and contacted them that way. We told two separate people to please contact my wife, instead of my phone because I work third shift as a nurse and cannot answer phone calls throughout the day. The first, and only, time I was contacted by someone regarding this matter was when I was sleeping. We called back the next business day and a few other times after and still have yet to be able to speak to someone. Originally all we wanted was someone to come fix the areas of grout that were not filled in. I have never received worse customer service before, and we are no longer getting what we paid for. We paid for a warranty and a job to be done and they have not fulfilled that. We even texted our salesperson to see if they could get us in contact with someone, and she also ignored us after she had been previously replying. We have the receipts of call logs, emails, and pictures of the job that needs to be fixed. We even mentioned to them that we would be contacting the BBB and still no answers.

  

  Business response

  11/13/2024

  We appreciate the customer reaching out to share their concerns.

  A service to repair the flooring was completed on Wednesday, November 6th. 

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

  Customer response

  11/13/2024

   
  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

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Empire Flooring (******** Office) installed LVP in our home on 10.21.24. They damaged a brand-new fridge, reinstalled the master bathroom toilet incorrectly leading to water damage on the first-floor roof. Installed the flooring too close to a sliding glass door, now making it barely operational. Reinstalled a dishwasher incorrectly, leading to it no longer being operational as well as breaking vertical blinds and leaving copious amounts of glue throughout the house on the new floors, on the kitchen countertops and kitchen cabinets.Their customer service has actually told us it is not their responsibility to fix these issues, as their installers are not plumbers. Radio silence on all other issues after multiple attempts to resolve within the company. We have been lied to and Empire has not lived up to the promises they expressed within the signed contract. We will be exploring arbitration once we receive quotes from 3rd party vendors on repair costs caused by their installer's carelessness. The owner that responds to these reviews is purely for optics, as we have received nothing from their customer service team to resolve any of these issues. After a week of not having an operational toilet, we had to pay out of pocket to fix their mistakes. The plumber that was able to fix our leaking toilet informed us that any installation crew would be able to tell that the toilet would leak as the new flooring was a different height than the previous, and they needed to install a new wax seal. It clearly shows in the contract that they will reinstall a toilet, but Empire does not honor their word, nor do they act in any good faith. We do not want a discount or a refund. We just want to be made whole from the damage Empire Today caused to our property.

  

  Business response

  11/11/2024

  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 response

  11/16/2024

   
  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

  10/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My floors are lifting (again). They have been replaced 3 times already and now Empire is saying it's my "bar" stool chair that is causing the problem and won't give any additional information. Only saying I have pay them for repair. Why would I pay them more money when the original job hasn't been complete to satisfaction? And the only way to get further assistant is to get an inspector from the ***** which I'm sure isn't free. I just want what I've paid for and not to be told it's my fault because of a chair

  

  Business response

  11/04/2024

  We appreciate the customer contacting us regarding their concerns.

  The issue was deemed site related and a billable service was offered.

  The customer is welcome to have their own independent certified inspection done and if different, we will consider it.

  Customer response

  11/07/2024

   
  Complaint: 22472623
  
  I am rejecting this response because:  They offered to repair for 1/2 the cost, however I shouldn't have to pay anything.  They won't provide any additional information only saying my "stool" caused the damage.  If that's the case is my sofa, loveseat, chair, tv stand, etc. going to cause the same damage?  This is unacceptable and they should repair for free, especially since it's only been 9 months
  
  Sincerely,
  
  ******** *****

  

  Business response

  11/12/2024

  We look forward to hearing from the customer.

  We understand the customer is still seeking an independent inspection to submit for review.

  Customer response

  11/12/2024

   
  Complaint: 22472623
  
  I am rejecting this response because:  I'm still waiting on the independent review of my floors; I have someone schedule for Thursday Nov 14th
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my floors done in July of 2023 the floors in my mom's room were never done correctly. I have a 2 full time jobs so I don't have the time or patience to continue to call every time they come fix it and now they want to charge me $250 to come out and fix the same floor, the same issue. How can this be legal all I want is my floors FIX is that too much to ask....I paid you now do a better job. My mom's in a wheelchair why does she have to keep getting stuck getting out of her room. This is cruelty to the elderly and disabled.

  

  Business response

  11/08/2024

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled service for November 15, 2024. We appreciate the customers feedback and look forward to amicably resolving this matter.  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the floors in my house replaced by Empire today. Approximately a year and a half after the floors are put in there was an issue in the kitchen. The flooring began to come apart from each other and buckle. I contacted Empire to have this deal dealt with. I sent photos in to have them look at the issue and they immediately stated that the chairs in my kitchen did not have pads put on them which they did. The entire foot of the chair was padded with felt. They then stated that they couldnt tell what the issue was from the photos. They would want to send a representative out to look at the floor to see what the issue was. There was gonna be a charge for this. After speaking to the representative, she suggested that they send the material that would be needed to do the repair with the gentleman who is gonna look at the floor this way we didnt have to have two visits. They estimated I believe five boxes of the material to do the repair and I would be charged for this. However, if it was determined that there was an issue with the flooring, I wouldnt be charged. The gentleman came out to look at the flooring and it was the same gentleman who installed the flooring in the entire house. He went to the area, where the issue was. He pulled one of the planks up and stated that he believe there was something wrong with the flooring. The flooring was in a U shape and seemed to be a bit warped in that area as I looked at it with him. He then stated he did not have nearly enough material to do this repair and that this repair would be very large because hed have to pull up the flooring in the entire kitchen and the flooring going into my living room. He then left without doing any type of repair. When I spoke to the woman on the phone she would contact the manufacturer. Now they offered a 2000 fix.

  

  Business response

  11/04/2024

  We appreciate the customer contacting us regarding their concerns.

  The issues have been deemed site related.  A billable service was offered to the customer.

  The customer is welcome to have an independent certified inspection done and if different, we will consider it.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/13/24 - Met with ******** & entered contracted. Salesman told me this would be a 2 day installation. Installation started on 10/2. Installer called morning of installation to tell me that the cupboards in my kitchen needed to be removed in order to remove tile flooring or I would have a 1" trip hazard from kitchen to dining room, kitchen to bathroom. Was not told of this at time of sale. Could not do this at the last minute because of the high ************ Forced to go with underlayment ($1,800) & an additional day of installation. Also not made aware of at time of sale. I was moving from ******* to ********. When I arrived on 10/5 the flooring was no where near complete (took 7 days to complete). 26 foot truck with all my belongings arrived on 10/5. Could not put my household items in house (that I paid the moving company to do-total cost for move was over $8,000) & now all of my items are being stored in a detached garage, front porch and daughters house. Repairs to floors are still needed. Cannot be done until 11/4. Asked Empire to reimburse me for moving costs ($1,470 to $2,030-quote rec'd from local company to move items into my home) Empire gave me a $700 credit towards moving costs & told me that they would have movers come move things into my house. Today, 10/22, I am told that because I only have boxes and totes in garage they will not move my things as promised because they do not consider these items furniture. These are my household belongings. Refused to give me add'l credit towards moving costs. 10x20 garage is full my items. No one from Empire will work to resolve this issue. I keep being told it is above their level. Have asked to talk to the person who can resolve these issues call me. They will not transfer me to that person. It has now been 19 days and & he will not call me. I cannot live in my new home until this is resolved. I am simply asking them to move my items into my home or reimburse me to have an outside company do so.

  

  Business response

  11/08/2024

  We appreciate the customer reaching out to share their experience.

  We are in contract with the customer and we will cover the cost of having the customer's household items moved from the garage into her home.

  We sincerely apologize to the customer for their inconvenience and appreciate the opportunity to address this matter.

  Customer response

  11/10/2024

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I thought this would have been a great experience. When the Salesman came, they were so nice and energetic! Until you sign a contract. My sales person ***** ********** was here with his supervisor ***** *****. ***** tells me that now since I've purchased carpet 9-6-24, he has become my project manager. I texted him to ask if he possibly knew when the installers would come. He texted back that he was at an appt an give him an hour to respond. Must be a long appointment because I'm still waiting. The installers came 9-11-24. They definitely do not look like the TV commercial. Immediately the one young man says, "We have a problem " I go into the guest room and he has ripped my walls pulling out the old carpet. When they finished I see that the incharge installer also ripped 2 places in my master bedroom. He asked to use the bathroom, little did I know he assumed he was in a gas station. Disgusting! I called ***** *because apparently ***** is still in an appt), he didn't answer so I text him. He did call me and stated he would reach out to a resolution person. Never happened. I called and opened a ticket the next day. 3 days later I received a call that I missed from Jasmine on Saturday. I called back she sent a text that she's on a call and for me to send pictures and she would get back to ne on Monday. I waited until Tues evening and text her to ask what's up, still no response. I then text ***** * which he ignored) I then receive a text from Jasmine almost 2 wks later. Then I received another text asking if I got estimates. My understanding was someone would come and evaluate the damage and go from there. I don't have the time to get estimates and a few I called wanted a deposit before they'll come. I'm still waiting for a resolution for the damage done.

  

  Business response

  11/08/2024

  We appreciate the customer contacting us regarding their concerns.  We have spoken with the customer and have an agreement to provide a monetary accommodation. We sent the proper agreement documentation to the customer. Upon receipt of the signed agreement, we will process the terms of the agreement. We appreciate the customers feedback and look forward to amicably resolving this matter.

*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. ↩