ComplaintsforEmpire Today, LLC

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into a newly built home in 2020. The house had vinyl floors in the kitchen and dinning room. The builder advised me to put protectors under the legs of my dinning room furniture to help protect the floors better so i went ahead and did that. They work perfectly and i had no scratches or issues on the floors. Last year (2023) i had a plumbing issue that affected by dinning room so i had to change my vinyl floors. Empire today came and pitched their floors to me. The sales guy spent a lot of time for two days convincing me at my dinning room. He saw my furniture with the protectors and did not mention the protectors wont work well with their product. I eventually decided to go with them because they promised life time warranty. The sent someone to install the floors afterwards. The installer also saw my furniture and did not say anything about the protectors. I had o issues scratches or issues with the floors until a couple of weeks ago when i noticed parts of the floor in the dinning room were elevated. There was also a small chip on another part. I called empire and they sent the contractor that installed the floors to repair the floors. He then told he wondered if the protectors might have something to do with the issue and i pointed out to him that i have had the protectors for years and had no issue with them. Even their current floors had no scratches except the areas that were elevating. He then told me it might just be that the product is inferior so i should ask empire to change the product for the dinning room. I told him i dont want to have different products for the dinning room and kitchen. He then said he didnt have enough material so he will have to get more from empire and come back. I got a call later from empire that the protectors were the reason for the problem and i will have to pay out of pocket. I refused and requested to speak to someone else. I was promised a call but no one has called to date.

  

  Business response

  11/13/2024

  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 customers installation was completed November 13, 2023

  We will be conducting a second assessment on November 14, 2024.

  We will submit a claim to the manufacturer on behalf of the customer.

  Customer response

  11/13/2024

   
  Complaint: 22529932
  
  I am rejecting this response because: I have not received a definite solution to my problem. I received a call from Empire and after explaining myself thoroughly i was told they will let someone come do a second assessment and they will send it to the manufacturer if they will approve the repairs. Basically shifting the resposibility to the manufacturer. I dont have a probelm if the manufacturer eventually fixes my problem. All i know is i was promised a warranty from empire which made me buy their product and i am not getting the required help when i need it. I rejected the response because i dont know how this issue will end. I will accept the response after it has been finally resolved.
  
  Sincerely,
  
  ******* ***********

  

  Business response

  11/19/2024

  The ************* Service Manager contacted the customer and discussed the second assessment which coincided with the first.

  The results were the same.  The customer refused a billable service.

  The ************* Service Manager advised the customer if he disagrees with out findings he is welcome to acquire an independent certified inspection and submit it for our consideration.

  Customer response

  11/19/2024

   
  Complaint: 22529932
  
  I am rejecting this response because:Then second ****** the came just told me he was sent to assess what repairs he needed to do and how much material he needed. He didnt even try to look at my furniture or give me any reason my the damage was caused by my furniture. He did his measurements and asked for the cleaning products i use and left. I then got a call later from empire that the results was the same. They then suggested they send me a link where i can hire and pay for an independent ****** to come and check the damage and if it was not caused by my furniture they will reimburese me and repair it. I am waiting to contact the independent comtractor and see how much that will cost me and if i can afford to hire them and then advise myself from there. It is a shame what empire is putting me through. Never again.
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Despite my attempts to resolve these concerns through numerous calls and messages to the customer service department, I have received no satisfactory response. This lack of accountability and follow-up has left me with unresolved damages and an incomplete installation.On 8/14/2024, the installation team damaged my existing carpet by spilling glue on it and subsequently placing an item on the glued area. When the item was removed, it tore the carpet fibers, causing visible and unsightly damage. In addition, the installers removed the padding from a section of my existing carpet where it meets the new flooring, leaving a six-inch section with no padding underneath, which results in an uneven surface and diminished comfort.I spoke with a representative regarding these issues, who informed me that they would reach out to the installer to discuss a resolution. However, despite this assurance, I have not received any further communication or support to rectify the situation. I expected professional service and a high standard of quality from Empire Today. Unfortunately, the experience has been far below acceptable standards, and the damage to my property remains ************** resolve this issue, I am requesting the following actions:******** or replacement of the damaged carpet in the affected areas to restore it to its original condition.2.Reinstallation of padding in the six-inch section where it was removed to ensure a consistent and comfortable surface.3.A formal acknowledgment of these issues and confirmation of the steps your company will take to prevent similar incidents in the future.

  

  Business response

  11/12/2024

  We appreciate the customer contacting us regarding their concerns.

  We are sending a sales consultant to the home on Wednesday, November 13, 2024 from 4 to 6pm to select carpet for the replacement of the damaged existing carpet.

• 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

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Empire Today installed a carpet in my home on October 5, 2024. They installed in 3 bedrooms and 3 closets. The carpet in the master bedroom has a large open noticeable seam. The carpet in the master bedrooms closet has a large open seam as well. I called the company and the scheduled someone to come to repair on October 19th of 2024. The time frame they gave me was between 8am and 6pm. Nobody showed to repair the carpet. I called the company and they scheduled someone to come out October 26th . The person arrived and said he did not have the materials to repair the carpet and I would have to reschedule again. I called the company and they scheduled someone to come on November 2nd. The technician arrived and said the job was done badly and carpet was not installed correctly but he did not have the materials with him to repair it. Shortly after the technician left, received an email of certificate of completion , with my signature forged on the bottom. I have called several times and each time they say they will have someone call me back and nobody does.

  

  Business response

  11/12/2024

  We appreciate the customer contacting us regarding their concerns.

  The installation was completed to the customer's satisfaction on Saturday, November 9, 2024.

  The customer was provided monetary compensation for the inconveniences.

   

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased engineered hardwood flooring in March 2024 from Empire for $5.5K in 3 rooms. Due to plumbing repairs in the house, we had to repair a small section 8/14/2024 and paid $744 for additional flooring/repair costs. The 1st repair was acceptable and done correctly. We had additional plumbing repairs (under foundation) on the same section, and needed a 2nd repair. We scheduled that repair on 10/26/24 for $646. The install was done poorly and the flooring was not the correct color match. I was told that if I had an issue, since they had already installed the product, that I would have to create a ticket with the company to have them do the repair at another time. I called the same day (ref # ***********) to discuss the issue, and tried contacting Empire every day for 10 days, without any resolution. I was told multiple times they would make it right, that someone would contact me to schedule a repair. We were finally able to make contact again on 11/5/24 and was told that they would now not do anything to address the issue and to stop calling them. I have text messages from the original selling Agent saying they would fix the situation. I was told over the phone multiple times that they could handle the issue by various managers and supervisors. I want a refund for the poor and incomplete service or have the job repaired properly, which is what I paid for in the first place. I believe they use dishonest business practices and should be held accountable. I paid for a service and product that was not provided to me.

  

  Business response

  11/15/2024

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the customer and we are waiting for the written agreement to be signed and returned.

  We look forward to resolving this amicably.

  Customer response

  11/18/2024

   
  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

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The lack of communication from Empire Today LLC was the worst experience I received from a company of this caliber, starting with the salesperson ****. He came to my home feeding me all the miss promises that was not given to me from the start. He did not know the type of flooring that I had, he measured it wrong which caused issues during the install, and he was no where to be found once he received the deposit of $1808 when I had complaints. I was first told that since my floors were 5 years old that it was going to take two weeks to be shipped from various locations, which they were in stocked to get here to ******* and that was on August 20th. On August 23rd, the deposit of $1808 was sent to him with a reminding balance of $1808 and I received a text that the install was going to be on September 6. On that day, my sister was retiring from the military and my dad ended up staying behind thinking they were going to install my floors to them rescheduling it last minute that was such an inconvenience to my family and a missed retirement ceremony for my sister. I called multiple times asking for a manager and no one from the establishment not once called me. During the multiple phone calls, I talked to one manager from ********** and she obviously could not do anything for me at all and sent a ticket to an higher up and till this day no one has still called me about my issue. They rescheduled me again on September 12th for an install didn't happen, stating that I will now get my install done on October 6th, I was furious. October 6th came around and I finally got my floors installed to finding out that **** measured the floors wrong to having to wait on the warehouse manager who never gotten out her car to apologize about the matter, but dropping to floors off and leaving my home. Now I have a balance $1808 and as a customer I feel that I should have some type of discounted agreement with this company for all my frustration and inconvenience that was done to me.

  

  Business response

  11/11/2024

  We appreciate the customer contacting us regarding their concerns.

  We have provided the customer our final offer regarding the ******************** concerns.  The customer declined our offer.

   We hope the customer will reconsider so we may amicably resolve this matter.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had carpet installed in February 2023 with a warranty to Recievers a ****** return when having the carpet cleaned February 2024. I did complete my cleaning and receipt but I cant get the $****** warranty check sent to me.Ive called 20 times and always get a check is in the mail. Please assist in getting my ******.Order number PRJ002224458/S001653383

  

  Business response

  11/20/2024

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the check was reissued to the customer.We consider this matter resolved. 

  Customer response

  11/20/2024

   
  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

  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

  11/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Thurs., Oct. 31, 2024 Empire's flooring consultant quoted me a price of $ ******** on Mon., Oct. 28, 2024. I told the flooring specialist, *. ****. that that too much. The specialist said he would give me a discount to $ ******. I signed the e-contract thinking it was the discount price of $ ******, but later found the contract still stipulated $1000.39. At present I just want to CANCEL the whole transaction. I received rather confusing answering machine messages from Empire on Wed., Oct. 30 asking why I was cancelling. These were received BEFORE I even cancelled with them or inquired about cancelling or inquired about my contract. After listening to these messages I checked my contract; it was then I realized the contract still stipulated $1.000.39 and if I cancelled this contract I was do so within 3 days. Yesterday (Oct. 30) I called Empire and inquired about my contract. I talked with 4 different people, ending with a supervisor named ******. It was he who quoted $********. I told him that was wrong he immediately knew the new price of $912. They had also changed installation date from Nov. 6 to 12. He was also sending another contract for the adjusted price. I decided that since there were too many changes I decided there was something wrong with this company, so I called them again and told them again to cancel. They connected me to the supervisor again. He told me he would definately cancel the order and credit my credit card for the $501.79 down payment. Today, I called my credit cart card *** They said my card had not been reimbursed. I filled out a challenge for $501.79. Then I called Empire again and they said the contract had not been cancelled and told them again to cancel. I spoke with ****** who said the contract would be cancelled and I would receive the adjustment within 3 to 5 days, but nothing would be sent in writing. The contract no. is PRJ600263119.

  

  Business response

  11/11/2024

  We appreciate the customer contacting us regarding their concerns.

  Per the customers request, the order has been canceled. We have refunded the full amount of the deposit to the original payment method.

  We thank the customer for considering our service.

• 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.

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