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BBB Accredited Business since

Empire Today LLC

Additional Locations

Phone: (800) 588-2300 Fax: (888) 588-2348 333 Northwest Ave, Northlake, IL 60164 http://www.empiretoday.com View Additional Web Addresses


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Empire Today LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Empire Today LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1498 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

1498 complaints closed with BBB in last 3 years | 754 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 64
Billing/Collection Issues 160
Delivery Issues 166
Guarantee/Warranty Issues 169
Problems with Product/Service 939
Total Closed Complaints 1498

Customer Reviews Summary Read customer reviews

435 Customer Reviews on Empire Today LLC
Customer Experience Total Customer Reviews
Positive Experience 205
Neutral Experience 6
Negative Experience 224
Total Customer Reviews 435

Additional Information

BBB file opened: January 01, 1961 Business started: 01/01/1959 Business started locally: 01/01/1959
Business Management
Mr. Paul Carter, Executive Vice President of Operations Ms. Tina Binette, Director-National Customer Service Mr. Paul Connolly, Chief Information Officer Mr. Thomas Knapp, Chief Financial Officer Ms. Hillary Victor, Senior Vice President, General Counsel Mr. Keith Weinberger, Chairman, President, and Chief Executive Officer
Contact Information
Customer Contact: Ms. Tina Binette, Director-National Customer Service
Principal: Mr. Paul Carter, Executive Vice President of Operations
Business Category

Carpet & Rug Dealers - New Floor Materials - Retail Resilient & Vinyl Flooring Floors - Hardwood House Furnishings & Services Venetian Blinds - Dealers Vertical Blinds Blinds Window Shades Kitchen Remodeling Carpet & Rug Measuring Carpet Layers Floor Coverings & Installation Carpet Installation Floors - Laminate Home Improvements Tile - Ceramic - Contractors & Dealers Hardwood Floor Contractors Tile - Non-Ceramic - Manufacturers & Distributors Floor Covering Stores (NAICS: 442210)

Additional Information

Empire Today has requested that before filing a BBB complaint, homeowners contact customersupport@empire-today.com for assistance. This e-mail account is monitored 24 hours a day, 7 days per week.

Please understand that you can file a complaint with the BBB now or at any time during this process. It is our hope that Empire Today will resolve the matter for you in an expedient matter.

Products & Services

Empire Today has been a provider of installed home improvement products and home furnishings for over 50 years. These products include Carpet, Hard Surface Flooring and Window Treatments. The company provides Shop-at-Home Convenience and Next Day Installation to more than 70 major metropolitan areas in the United States.


Customer Review Rating plus BBB Rating Summary

Empire Today LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    12326 Bloomfield Ave

    Santa Fe Spgs, CA 90670

  • THIS LOCATION IS NOT BBB ACCREDITED

    2900 Faber St # 2

    Union City, CA 94587

  • 333 Northwest Ave

    Northlake, IL 60164 (800) 588-2300

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/24/2016 Advertising/Sales Issues
9/24/2016 Problems with Product/Service
9/24/2016 Problems with Product/Service
9/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire sent a representative to my house on 19h. He saw my apartment, measured, did all the required inspections. I decided to work with him on Tuesday Aug 23rd, picked the carpet I wanted and paid $900 dollars in debit/cash. I then scheduled my appointment to install my carpet on Aug 29th. When the person came in to install I was told that they couldnt intall on my floors because it looked like it had "asbestos". They immediately left and gave me no other option. I called Empire to speak tsomeone to find a solution and I was treated HORRIBLY. I mean I had a representative be so rude that I wish that it were true that calls are recorded.... I was given no solution and told that a representative will reach out in 24hours. Nobody called. I then reached out again on the Tuesday 30th and was told that my "issue" was resolved and they would be installing the carpet... A complete 180 degree change. I was told that someone would call me before 2pm to follow the necesarry steps. Nobody called me by 3pm so I called and was told that NO again that I was not going to be intalled and that they could not work with me... I was so frustrated. Fine, they said I would get a refund and I need to find another company that would intall my carpet. I was told I needed to wait 10 days before I could get my $900 dollars bac, 10 days!!! They were so quick to take my money but now I have to wait 10 days. Which means I am out of cash to be able to pay another company and I cannot move in until the carpet is intalled... so it is now 12days later since the first day I met with the empire representative. I am out of my money and NO carpet. Completely unacceptable. I feel abused. If they would have done their job since the first day we met, I would have never started a contract with them. I am now sitting on Aug 31st without my money and without a carpet. I cant move in to my new apartment and now will have to pay another months rent at my old apartment because I don't have a place to go.

Desired Settlement: I hope to get out of this complaint that empire takes reponsibility for their actions. That they will refund me my money now and with interest of the time they held my money for. Also, I expect EMpire to remunerate in whichever way they seem correct for the bad, abusive and unacceptable service I received.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have cancelled the order per and refunded the deposit the customer’s request.  We appreciate the customer’s feedback and consider this matter resolved.

9/23/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
9/23/2016 Problems with Product/Service
9/22/2016 Problems with Product/Service
9/21/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We schedule delivery a month ago and they canceled the delivery because they didn't have enough installers then they gave us a install for the next five days out now they can't tell us what time or give us a ETA on when it will be delivery.

Desired Settlement: Either give us a credit for carpet on the next install or discount the carpet we have.

Business Response:

Service is scheduled for Saturday, September 10th. We appreciate the customer’s patience.

Consumer Response:
Complaint: ********

I am rejecting this response because: I already have my carpet its under my wife name Nakishia ****** what are you going to do about my bill.

Sincerely,

Kenny *******

Business Response:

We apologize for any inconvenience this matter has caused and would be happy to discount the order by 10%.

 

9/21/2016 Problems with Product/Service
9/20/2016 Problems with Product/Service
9/20/2016 Problems with Product/Service
9/20/2016 Problems with Product/Service
9/20/2016 Problems with Product/Service
9/20/2016 Problems with Product/Service
9/19/2016 Billing/Collection Issues
9/19/2016 Problems with Product/Service
9/17/2016 Problems with Product/Service
9/17/2016 Problems with Product/Service
9/17/2016 Problems with Product/Service
9/17/2016 Problems with Product/Service
9/17/2016 Problems with Product/Service
9/17/2016 Problems with Product/Service
9/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We contracted with Empire Today to install carpeting in the living room and bed room, plus tile in the kitchen. When the workers arrived, they could not install the kitchen because of underlying floor. It was cancelled and new contract for 1325.01, no deposit was done. A new contract was draw up, crediting $200.00 to my account for aggravation. I talked with Empire Today and they stated the contract was for $1,125.01 and would be corrected. My account with ***** ***** was for 1,125.01, suddenly $200.00 was added, which was not authorized by me. I called Empire today and they stated the contract was for 1325.01 and refused to help or understand. I have the change of order form and new contract, but they said I still owed 1325.01. I want 200.00 deducted and the account corrected. The charge was to be interest free for a year, but now interest is being charged by ***** ***** and I want this corrected.

Desired Settlement: I want 200.00 deducted and the account corrected. The charge was to be interest free for a year, but now interest is being charged by ***** ***** and I want this corrected.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The $200 credit has been applied to the customer’s method of payment as agreed.  We have also mailed a new charge slip to the customer, if they wish to change the promotional financing offer.

9/16/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I set up an installation day for some carpet that I bought from them, and when installers arrived they damaged some furniture so I told them to leave, and they made another appointment for installation, only this time when installers arrived they did not have enough carpet for the job and left. Now I'm trying to cancel the order and trying to get my $ 200.00 deposit back only to get the run around from them. Nothing has been installed but they are telling me that there was a partial installation done, which is totally false. I have tried numerous times to get this resolved with no end in sight, and promises to call me back! no one will call me! This has been going on for almost 3 weeks now.

Desired Settlement: I want my $200.00 deposit back ASAP!!

Business Response:

We appreciate the customer contacting us regarding their concerns. We have cancelled the order per and refunded the deposit the customer’s request.  We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:


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,

**** *******

9/16/2016 Problems with Product/Service
9/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased laminated flooring for my home in May 2015. This year August 2, 2016 I noticed the flooring in the kitchen was buckling in the middle of the floor. I contacted MY home owners insurance and Empire. There were inspections completed to ensure no water leaks. After making several call to Empire, they send out the original contractor. He stated all he needed to do was get materials that was mid - August (18th). When I didn't get a service call I called back On August 23, 2016. Once again it took several days to receive a call back. Finally, I receive a call and the representative reads me information that I had not heard before. The contractor who I was waiting on had turned in a report that stated I was going to schedule for repairs due to water damage. He did not tell me any of this. They schedule once again to come to my home, (September 1, 2016) but this time they used an actual employee for Empire. This person to me was very unprofessional. He talked down to me as if I didn't understand my home. He was not plumber, and just assumed I didn't think to have my plumbing checked. I asked this person what are my options? He stated for me to call my home owners insurance, you got a leak. I just explained to this person that I had my home owners insurance inspector out. He stated they don't know nothing. He offered no help. I thanked him and called Empire to get some resolution, and of course I had to talk to several people who could not do anything to help me. They stated someone would get back to me. I guess that means next week.

Desired Settlement: I need my floors fixed it's only been a year! What in the world. I also got carpeting that is buckling!

Business Response:

We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer. We have offered to replace the hardwood flooring for customer satisfaction and goodwill at a deep discounted cost to the customer. The customer has accepted and replacement is scheduled for September 18, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

********* *******

9/15/2016 Problems with Product/Service
9/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a free consult with Empire Today on 3/21/16 I was convinced to use Empire because the salesman told me they were the only company that use American made products and although I had another quote from another reputable company I decided to go with Empire. My installers came and did not barely speak any English once the floors were done I pointed out issues to him and he told me that it was that way when he arrived. I never had gaps in my floor because I went from carpet to laminate. But because he was very hard to understand I just called customer service and complained. They said they would send an installer out to address my issues. I told them to please send someone that speaks and understands English don't send the same installers. 6/18/16 they scheduled the appointment and guess who came...the same installers. I showed them the issues and when they left it appeared the issue was resolved. Late July I started noticing gaps in my floors again. I called and spoke with Justin who told me that he would send someone out and I told him to please send someone else I cannot understand the other installers. 8/6/16 2 Hispanics came and found issues that I didn't even see. My floors are cracking when you walk on them and the floor is buckled they said it was not installed properly. I showed him a swifter for laminate that I had just brought and asked it I could use it. He said yes that is perfect and the only thing I recommend using. I waited to hear from Justin he finally called on 8/16/16 and said that the floors issues are my fault and they will 6. be repairing them. He said I was using the wrong type of floor cleaner. Well that isn't true because I brought the swifter the day before the inspector came on August 6. To this day I still haven't received warrantee or floor care information. My next step is to file claim with Small Claims Court. It is no way I should have these issues with my floors so soon. It has only been 3 months. I should have used Lowes.

Desired Settlement: I would like my floors replaced or repaired correctly. And I would like to have warrantee and care instructions.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We internally reviewed the installed floor and did not suspect any defects; the customer disagrees. We have forwarded the review to the manufacturer for a second opinion. We are currently waiting on a reply from the vendor. We appreciate the customer’s patience while this matter is being investigated.

 

Business Response:

The regional manager spoke to the customer today. Unfortunately the manufacturer has still not processed the claim. As such, we offered a full refund of the purchase price with a signed agreement, allowing the customer to keep the installed floor “as is” to do with as she likes.

 

Consumer Response:
Complaint: ********

I am rejecting this response because: I was willing to take a refund of what I paid, although with all that I have been through with this situation I feel I am entitled to more. I had to cancel a birthday and anniversary party due to the conditions of my floor. They also wanted me to sign an agreement that with accepting the refund I am waiving all rights for repairs, replacement or talk negative about Empire. When I agreed to the refund I told them that the debit card intially used was closed and if they could send me a check. The manager refused to send me a check stating that the refund has to go on the account intially used. I told him that the account is closed and if they attempt to put it in that account it would be rejected. He has refused to mail a check. So this will have to be handled by the courts. And the agreement to not talk negative about Empire is also out the window. I was hoping this could all be resolved without filing in small claims court but unfortunately this is the route I have to take.

Sincerely,

Michelle ***

9/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The landlord purchased flooring for the kitchen a few years ago. There must have been one box of the tiles that was poorly made because two tiles began to peel and bubble. They were replaced. Again, less than a year later, two more adjacent tiles have begun to peel and bubble. I was told someone would come to replace those tiles and have made 3 appointments to have them replaced. I have stayed home and been available for the contractor but on two of the three occasions, no one has come nor have they called. On the first attempt, the company called to reschedule the repair. Repeated calls to Mike at ************ x**** have not been returned. This has been going on since April of 2016.

Desired Settlement: Please repair the two tiles that are now damaged, and willingly come to replace future tiles with faulty manufacturing if necessary.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The local office called and left a message offering to schedule service for this Thursday, September 15th.

 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11681280, and find that this resolution is satisfactory to me, as long as the company follows-through on this commitment and at least calls with a new date if no repair technician is able to make it this Thursday.

Sincerely,

Elisabeth ******

9/14/2016 Problems with Product/Service
9/13/2016 Problems with Product/Service
9/12/2016 Problems with Product/Service
9/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered carpeting from this company and arranged for delivery and installation on 08/22/2016. When the carpeting arrived, it was the same color that I requested, but the quality was not. I refused the delivery and contacted the company. After numerous phone calls as a result of being disconnected, I was told I would be contacted within 24 hours. After 24 hours I contacted the company and was told the sales representative would be contacting me to pick out another carpeting. I have yet to receive a call. Furthermore, when the sales person (**** ******) came to measure, his measurements were 200 sq ft more then the other companies that came out. I informed him of such and he stammered and said "umm well, let me call my manager and see what we can do." Additionally, this company advertises for buy one room, get the other for free. They mark up the prices double and they reduce it to be the same as all other companies, I should have known this company is not trust worthy. My home has been under repair and I have had new base molding installed in preparation for the carpeting. At this time, I am unable to move any of my furniture upstairs as I am living without flooring. I am sleeping on my couch and have had to send my dog to my Aunt's as I do not want him to step on a tac strip.

Desired Settlement: I financed the carpeting through the companies lender. At this time, I do not believe I can trust the company. I would like to cancel my order and void my contract and seek services with another company.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Per the customer’s request, we have canceled the order. As no deposit was left, no refund is due.  We hope to work with the customer on future home improvement projects.

Consumer Response:
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.  Unfortunately, I will never do business with them, nor will I recommend them to friends, family, or colleagues.

Sincerely,

**** *******

9/10/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Contract received from Bank not what I signed at time of sale. Contacted Emprire on more than 5 occasions to correct this.

Desired Settlement: Correct the billing to reflect what I signed for.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We are reviewing the charge slip the customer signed for the promotional financing and working with ***** ***** regarding the customer’s concerns.

 

 

Consumer Response:
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,

***** ******

9/10/2016 Problems with Product/Service
9/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My interaction with the staff at the ********** location for Emipre Today has now caused me to begin recording every conversation related to "professionals" who will be working in my home. During the sales process, we were given false information regarding our contract. We were told that mouldings would be replaced and that "a note would be added to our file" in order to have this done. Upon our first of FIVE interactions with the installation team, we had a no-show installation (with a scheduled time of between 8am-6pm forcing me to stay home with a one year old and two large dogs blocked into a small space in my home that was full of furniture that we moved ourselves). This forced my husband to take a day off of work that following Tuesday (which reduced our income). When they showed on Tuesday, the installer said that they did not have nearly enough laminate for the floor and that more needed to be ordered. After being consistently asked by Empire for several days whether or not we were just really wrong and them insisting that the original measurement was right, they finally ordered more flooring (also on this note, we were having carpet installed as well and this measurement was completely wrong too. The installer that came was nice enough to check). Third interaction, same installer came out and got done with half of the floor before stating that because it was raining, he had to leave. At this time, he also still did not have enough flooring and due to the rain, the trim (mind you, no mouldings) were left outside under a tent that collapsed. My house was in disarray for two weeks before I had another no-show appointment occur. They did not order the materials and then blamed it on the installer; they "didn't know why he didn't show up". The installer stated opposite and that he was not scheduled. Due to not enough characters I am cutting this short. Our floor is now done, the trim looks horrendous, and our mouldings weren't redone. I have pictures to prove.

Desired Settlement: Can I get even one single person in some state of authority to please just call us back? We have reached out in every way possible to get a resolution and are consistently ignored. We have spoken to Sales Manager *****, Installation Manager ***, and District Manager ****. Nobody will return our calls.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The local office contacted the customer by telephone and offered to repair the molding at no cost to the customer. Alternately, we have offered to discount the order so they may have their own contractor address.  We are currently waiting for the customer’s response to our offers.

9/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Friday Aug 5th a salesman from Empire Today came to my home two hours late which wasn't a good look, but inspite of that I purchased carpet from Empire Today. I received a call from their customer service dept informing me that my installation appointment would be on Saturday Aug 13th and that I would receive a call on that morning letting me know what time the installers would arrive. I received a call from customer service on Aug 13th at 8am informing me that the installers would be at my home between 12&1pm. I waited until 1:30pm and I called customer service to get a ETA they told me that I was given the wrong time and the installers would be at mt home between 3&4pm. At 3:56pm I received a call from the installer telling me that he was about an hour away and he wasn't coming I told the installer that I would be calling customer service concerning this problem. 5mins later he knocked on my door and at that point my wife and I were on our way out. I called customer service who informed me that the only time they had available was Aug 22nd which I feel is totally unacceptable because none of this was my fault ,I called the salesman from whom I purchased the carpet and service from and explained to him what took place He told me that he would make sure that the installation would be free and I would have to wait until Aug 22nd and that the additional flooring we talked about would be free to compensate for all of my inconveniences. I've attempted to contact the sales person who will not answer his phone or return my calls when I call customer service they've been rude

Desired Settlement: Flooring that was promised for compensation

Business Response:

We appreciate the customer contacting us regarding their concerns.

Installation was completed on August 22nd; we appreciate the customer’s feedback regarding their experience.

9/9/2016 Problems with Product/Service
9/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been waiting on a refund for sometime now and they never provide the same answer twice when I call to see where this refund is at.

Desired Settlement: Would like to have the money refunded to me. The deposit was put down in cash and now it is taking forever to get the check from them.

Business Response:

We appreciate the customer contacting us regarding their concerns.

The initial refund check was sent to the Ohio installation address on the order. That check was voided and a replacement check mailed to the customer’s address in Florida.

 

9/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My laminate flooring was installed on 8-1-16 and they never completed the job and it was installed incorrectly. I sent pictures to the company and have made at least 9 calls and have been told repeatedly that someone will call me back and no one ever does. I don't know if they will have to pull the floor totally up or how it can be fixed, but it is not complete and was installed incorrectly. I opted for the 12 months same as cash and I have a payment due in a few days for a incomplete job.

Desired Settlement: The flooring was installed incorrectly as I stated above. they left openings along the cabinets and some sort of wax or glue all over the floors.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Per the customer’s request, we have agreed to remove the installed flooring an issue a full refund, in exchange for a signed Agreement.

Consumer Response:
Complaint: ********

I am rejecting this response because: Once they remove the laminate from my home, they are leaving me with a bare floor. I am rejecting this because if they have no intention of fixing the floor correctly, they need to leave my floors as they found them, with carpet. They are now offering to install the floors the way they were supposed to with warranty, but I now need to take another 2-3 more days off work for them to do anything. And they want me to sign a disclosure BEFORE they do any work saying how I will not seek action against them now or ever. This leaves me with no recourse in the event they do the same work they did this time. I have no problem with them coming and removing their flooring from my home, but they need to replace my floors with something. 

Sincerely,

Rosietta Gadson Jennings

Business Response:

We spoke to the customer by telephone and they have agree to repairs, rather than the offered refund. We will be happy to move forward at the customer’s earliest convenience.

 

9/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had set up an appointment with Empire Today LLC. to have carpet installed on my 3rd floor, i recieved a call from Empire stating that the installers will call with a arrival time for install....i received no such call and the installers arrived at my home at 7:45am! they had no credentials stating that they where from Empire, they just had my order request. 3 installers came to my home and non of them spoke english, so communication was quite difficult! the installers broke one of my Coaxial cables and didnt tell me about it, and they left a considerable amount of left over carpet on the 3rd floor! I called customer service about my problems only to have the representive give me attitude about my problems i asked for the supervisor and was left on hold for 25 minutes, only to hang up and call again to speak to a manager this time. Starting my story all over again i was given a code for my inconvience for $75 credit, then while im on the phone with the manager i recieved an incoming call from Empire and THIS time its a regional manager so while im talking to the Regional Rep, she thinks thats the $75 is the best they can do as far as customer service is concerned, so when she was looking into my file she noticed that the $75 credit was really for $175! i tell her thats good but is it the best Empire can do? while she looking into it, my Mother had already paided the installers so, the Reg. Manager had to call their Accounting department to find more information and was told that i would recieve a call back THAT DAY! its not been 4 days and still no call back! so, between the lack of communication from the installers, no documents on Carpet Care, i had to do the walk through on my own, Rude Customer Service from the Empire operator and the giant bulk carpet left over in my home, and no call back from the Regional Rep from Empire and the broken Coaxial Cable! I'VE HAD ENOUGH! I want compensation! and i want more than the $175 that was offered but never recieved!

Desired Settlement: My Desired Outcome is be compensated $700 for my inconvenience, having to deal with the giant bulk carpet and also dealing with rude customer service from the basic level up to the Regional Level not to mention having to deal with Installers who constantly leaving my front doors open when i asked them repeatedly to close them because i have animals but since they didnt speak english i got no where with that, also the installers not mentioning that they broke the coaxial cable on the 3rd floor, so, now i have to call my cable provider and schedule another appointment for the fix, which is inconvenient cause we are never home cause we run our own business!

Business Response:

We appreciate the customer contacting us regarding their concerns.

We have agreed to an additional accommodation for the customer’s issue, and the refund is in process as agreed. We appreciate the customer’s feedback on their experience.

 

9/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over a year ago, I hired Empire Today to replace my flooring in three rooms (hardwood). The job had issues form day one. The had to do repairs on four different occasions within a year. After several repair attempts and my legal threats, they told me to get a certified 3rd party inspector, at my cost. The inspector produced a dismal report on the workmanship and conditions of the floor. Due to that report they agreed to replace the floor just a week ago. We placed an additional order to extend the hardwood floor. The new installation crew discovered that the previous empire installation was not done correctly and will have an adverse impact on the new installation.. The installer requested that Empire Today allow him to correct the problem, they denied him. The tried to convince me that the issue was covered by industry standard and any correction would be at my expense. I refused to accept that claim or any patch work. Empire Today asked the installers to stop work and leave my home. My home is in disarray that prevents my 2 year old from playing inside with the danger of being hurt. He also cannot play outside because of the heat. Empire Today stated that a third party inspection is required and may take over a week to have this done. In the meantime, they show no concern for the current condition of my home and no urgency in addressing the problem. The local office refused to accept my calls and does not return my call within 24 hours per Empire Today policy. The online customer service stated that there is nothing they can do. The resolution depends on them reaching the local office. With the local office refusing to take or return my calls, the online customer service cannot help, and they refuse to escalate the issue -- I am left to fend for myself. I thought that the previous issues were anomaly but it now seems as if they are the norm.

Desired Settlement: I need the floor installed correctly.

Business Response:

We appreciate the customer contacting us regarding their concerns.

All services and installations have been completed as agreed. We appreciate the customer’s feedback regarding their order.

 

9/8/2016 Problems with Product/Service
9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently ordered flooring from Empire today, and had it installed on August 18, 2016 & August 19, 2016. The first day the installers were here from 9am EST to 11pm EST and the job still wasn't finished! I watched over them as they ripped up, installed, and trimmed areas. My first issue is the trim. The installer stated he was "unable to cut trim to size", to make a nice fit in corners and such. "Normally people just caulk it up and paint anyways." The next day they had to come back, so my wife stayed home to observe. They were here an hour later then he has confirmed with her. They finished up on the two small bathrooms and the trim. She had brought to their attention a large dent/scratch in the floor from previous night, and they fixed that with out an issue. The issues started to arise later that day. As they were nearing the end of the install, my wife had called me at work....the workers were becoming irate at each other. They began throwing tools on the floors inside the house, slamming doors, and throwing things outside in a manner to knock into the wind chimes on the front porch. They were screaming and arguing with each other in another language. I got into contact with a manager/customer service rep, and they I assumed spoke to the workers. My wife called again and told me that the workers left swiftly. The worker came over and said "Here I'm done, sign this" I got home after work on the second day and started seeing more problems. Both toilets were broken in some manner. There were being held into the floor with only 1 bolt. Floors are higher in some areas then in others. The big issue is there are major gaps in the bathrooms around where water could get and it goes straight to particle board.? We paid a lot of money for this, and we thought Empire Today was a reputable company...this is uncalled for. Our floors have more damage to them then before any installation.

Desired Settlement: Installer came back today only with a tube of putty to fix all damages. This was not acceptable. We would like the floors to be re installed the CORRECT way, even, and all issues corrected. Also refunded for the funds we paid for the plumbers after they broke both toilets in bathrooms.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Full replacement of the flooring was completed on August 29, 2016. Further, we are reimbursing the customer for expenses related to the pluming.  We appreciate their feedback regarding their experience.

Consumer Response:
Complaint: ********

I am rejecting this response because:  we are not pleased with the final result, we are just settling with it. The stress and hassle was undesireble. We regret ever contracting empire. We will not recomend. empire. We will get area rugs to hide the remaining damage to our new floors untill we can afford to hire another contractor, we are frustrated as this was a loss of 6500 dollars. Empire did refund for the toilots however we got the short end and lost and are not coming out whole.

Sincerely,

****** *******

9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Approximately 2 years ago, we contracted with Empire Today, LLC to replace the carpet in 3 bedrooms. We followed the salesman's recommendation as to carpet product and pad weight. We did not argue about price and asked for upper end products. Our previous carpet had lasted 9 years. Upon installation, I caught my foot several times are exposed tack strip nails at the room and closet entrances. My attempt to discuss the installation and carpet with the installers was hopeless as they did not speak English and had to call a supervisor for clarification of warranty issues. They wanted me to sign a receipt for warranty information but had not given me a warranty document. Walking on the carpet feels as though there is little or no pad underneath. It can't possibly be the upgraded pad we agreed to at the urging of our salesperson. Within less than 6 months, the carpet was matting down and looking old. Our housekeeper remarked that the "new" carpet looked very much like the "old" carpet we had just replaced. We called Empire for a review and were told to just take pictures and email them. We tried to accommodate, but the pictures in no way showed the problem. The pictures just came out looking like dirty carpet. Finally, after many months,, Empire sent a representative to personally review the carpet. She accused us of poor housekeeping as the reason for the "worn out" looking carpet. Most people would call our home immaculate. There is no deferred maintenance, no junk, no clutter, no dirt. We are a couple in our 70's with a 6 lb dog. There are no children in the home. We have a regular housekeeper who deep cleans our home. In desperation and in response to Empire's accusatory remarks, we have purchased a carpet cleaner. My husband cleans the worst traffic patterns at least once a week, if not more often in an attempt to "revive". There is no hope for this carpet.

Desired Settlement: Empire should refund our investment and allow us to proceed to someone else. This request is based upon their product looking like our 10 year old carpet in only 6 months and the accusatory and demeaning statements of their representative. We would like to consider a replacement from Empire but we need accurate assurances as to the product name, manufacturer, weights, etc and we need to be able to verify that the chosen products are the products actually being installed in our home. That is why I suggest a refund as a way to resolve the issue. Prorating will not be an acceptable resolution as we began trying to resolve this issue about 18 months ago.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We have agreed to full replacement at a discounted cost to the customer. We are currently waiting for the customer to advise their availability to schedule.

Consumer Response:


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.

Empire Today, LLC has offered to replace all the carpet in dispute for an additional $500.00 from me.  I am to drive to Denver and review the carpet choices by appointment.  I intend to do that in the next 2 weeks.


Sincerely,

***** ****

9/8/2016 Problems with Product/Service
9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased flooring from empire today the worst experience I have ever had, it took them 2 months to get my carpet and vynal floors put in called and said they couldn't come on there schedule date didn't have enough installers, couldn't come again because there truck had a flat tire, sent me emails telling me that they were coming on a certain day tore my bathroom apart, never showed up called them said that it was no the scheduled day for them to come, was with out bathroom sink for a month because they couldn't get here. I ordered laminate flooring e laminate change my mind, had on of there employees come out and and measure for the carpeting explained to him I not longer wanted the laminate flooring, called Empire Today they couldn't even find my order, so I called and talked to someone they found my order supposed to have canceled it,Not , they were suppose to come and install the vynal for the kitchen and bathroom called told me they weren't coming easier to do laminate vynal all at once said they had no cancellation of the laminate so now I call again and they can't find my order for the carpeting this is now a month later started this purchase in june. So finally I get my install dates they do the carpet , then they come to the kitchen and bathroom , kitchen complete, can do the bathroom because they think it has aspestis. Have it tested nothing, 2 weeks later they come to do the bathroom ask for paperwork to show we have no aspestis wouldn't they know it was OK if they got the work order. Did the bathroom was supposed to get new base boards Not they took down the old one and put them back up needless to say it looks like crap, never ever aga in will I use this company or recommend them to anyone even my worst enemy, tell me how they have a a+ rating with you , I have never been so frustrated or disappointed in a company

Desired Settlement: I don't care about an out come I've tried to contact them they never called me back just very unhappy and not satisfied with the way they do business

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We installed wall base in the bathroom area at no additional cost to the customer on Friday, August 19th. We appreciate the customer’s feedback regarding their order and service.

 

9/8/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: First the salesman told us they would be out on the 10th of August. No show no call. Second empire was aspose to be out on the 11th the installer called at 5:30 pm and said they were on there way. At 8:30 they still haven't showed up. I called again they told me they couldn't come out til Mon. the 15th. I then asked for management and he then got it set for fri the 12th. Empire showed up at 8:30 got 1 room installed and started the second room when the installer seen the carpet was to short. The install stated it was measured wrong and they would be back sat. the 13 to properly install the carpet. For a temp fix they pieced about 13 pieces in a 2x12 space. The return air and air vents in the floor were just cut out and left to fray. I asked for my money back until the job was finished they said they could not do that. I did not sign the finished job slip because the job as the installer even said was not done correctly. I called again Fri before the installers left they said there was an order for replacement but it has not been processed yet. The installers said they would be back Sat the 13th at 3pm but never showed or called. I call empire on the 13th at 6pm and they said there was no order and the job was cleared as completed.

Desired Settlement: Some not all reimbursement and install carpet correctly

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Service was completed on August 16, 2016. We appreciate the customer’s feedback regarding their experience.

 

9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my name is ***** ********** and my Empire Today Customer Account number is #1-*******. When I first contacted Empire a week ago to have carpet and hardwood installed into my home I never imagined that I would receive an incomplete job, damage to the newly installed floors and my existing floor. The installation for the carpet was scheduled for Friday, August 12 and hardwood installation on Saturday, August 13, 2016. This is what I paid 8700 for? - Installers didn't complete their job - Damaged manufactured wood was installed - Damage to MY EXISTING hardwood floors. In addition, During my initial appointment with the Empire sales representative, ******* ********, on Wednesday, August 10, 2016 she informed me that if any materials were left over from the install (opened boxes of unused wood) the installer was suppose to leave it at my home. Of course this didn't happen. The installers packed up two (2) boxes of opened manufactured wood flooring and put it back their work truck. Also, Empire should be mindful of the installers they hire because one of the men started arguing and yelling at my 82 year old father. When my dad was trying to explain to the installer about how the work was incomplete and that we were not paying for an incomplete job, because as stated in Empire's contract it's against the law, the installer told my father that if we didn't pay him he would "rip up the wood" that he had already installed. Also, the installer was trying to pressure me into signing Empire's Certificate of Completion Form stating that "his job was done". I told him that since the entire install was not complete I could not falsify the document by signing off on an incomplete job. Honestly, if my husband and my father were not there at the home with me while all of this was happening, I don't know how this situation with your installer would have turned out. He was reacting and handling the situation as though our dealings with him was personal. He was VERY intimidating and EXTREMELY rude and aggressive towards me and my family. What makes matters worse is that all of this happened in the presence of my three (3) young children and this individual knows where my family lives. How a company send out such unprofessional people to a family's home? My children shouldn't be subjected to or witness this this type of behavior from Empire's employee. In addition at our appointment with *******, the sales rep, She told me and my family if we had any questions or concerns in regards to our installation to call her immediately. I called and texted for some guidance on what to do in regards to the incomplete install and she was of no help. She basically told me that she was just the sales rep and to call Empire's 800 #. *******'s response, specifically lack there of, really shows that she has extremely poor customer service and is only concerned with her commission from her undeserved sales. I would never refer or recommend her services to anyone of my friends or loved ones for a $50 or even a $5000 gift card. With all that being said, the carpet/hardwood installation in my home is incomplete and my home has become hazardous for my children

Desired Settlement: Complete the installation of the carpet/hardwood that I paid Empire $8700 for, repair the damage to the new hardwood floors they installed and repair the damage to my existing floors that were damaged by the Empire installer on Friday, August 12, 2016.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Services were completed as scheduled on August 15, 2016. Again, we appreciate the customer’s feedback regarding their experience and look forward to working with them on future home improvement projects. 

9/8/2016 Problems with Product/Service
9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We where promised a install date and when they showed up was told they do not move furniture and that they didn't have enough carpet fro the job. Installers left and we could not get anybody in customer service who could resolve the problem. Promised work to be done the next day and never showed up. Kept getting the run around with customer service and our sales associate. This company has false advertising when they say next day installation. They have numerous bad reviews and complaints on web sides about their service or lack of service. They want give you the information needed to email a higher person, like upper management. Very disappointed and will not use again. I think they need to be told to update their advertising and take off next day installation because they cannot provide that. They can't even provide one week installation.

Desired Settlement: Change advertising on TV. Enhance customer service department.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Per the customer’s request, we have canceled the order and fully refunded the deposit payment to the customer’s credit card.

 

We appreciate his feedback regarding his order and hope to work with the customer on future home improvement projects.

9/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have used Empire for years for hardwood flooring and shutters. Most recently, in the last three or four months, our shutters, several of which were just put in less than a year ago, have been breaking to the extent that new clips are needed for several of the shutters. This has happened in the past and they've sent one of their shutter installers and he's dropped them off, but this is not the case. We called this same installer and the number we have for him is disconnected. I have left no less than a half dozen messages to both ***** ****** , who I was told was the Manager and ****** who I have also been told is in charge of shutter installation. I have left messages that we need the clips. I was assured by ****** a good six to seven weeks ago that although they were back-ordered (they never told us they were back-ordered) she now had them in and would be shipping them out. We confirmed that she had the correct address. I have not received anything in the mail. I have attempted to contact again both ***** ****** and ****** on several occasions since my conversation with ****** and left messages. From on or about April 6 to July 25, I made no fewer than seven telephone calls to ****** and/or ***** ******, leaving messages and I have never received a return call. Right now, we need seven new clips. My request is that they send these to us and certainly send us more than seven because they seem to be breaking on a pretty regular basis, or they let us know where we can obtain them. When you spend this kind of money on shutters (they are very expensive) and there is a lifetime guarantee, I feel that I have been completely let down by Empire by not even returning my calls and not responding to a legitimate request.

Desired Settlement: I need Empire to stand by their lifetime warranty and send me the requested clips, and I need many more than seven. If for some unknown reason they are unable to do that, they need to tell me where I can obtain the clips.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have placed an order for the necessary parts needed to repair the window treatments.  The parts will be shipped directly from the manufacturer to the customer with “how to” instructions. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Business Response:

Service was completed as agreed yesterday, September 1st. We appreciate the customer’s feedback regarding their order.

Consumer Response:
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,

***** *****

9/7/2016 Problems with Product/Service | Complaint Details Unavailable
9/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently had Empire Today do some more tile work at my home. After numerous failed attempts by the sales person named ***** (I believe), I was about to change my mind about using them. I called and made numerous complaints to one of the managers named Jazmin. I had confidence in her that everything would get fixed. The tile was finally installed and need a closet guard rail installed which took 2 weeks to get done. When the installer came to install the rail he cracked the tile. So there another day I have to take off and setup an appointment. The tile was fixed but the rail was still not installed correctly. I wanted it screwed like they did on my other closet. Considering how much time I have had to take off work just to accommodate there installers I believe I should get back some of my money. When Empire did the first job I spent approximately $14000 dollars which was smooth and easy and my family decide to remove carpet and continue with the tile work. That additional cost was approximately $2200 dollars but had I did it with the first order it would have been $1700 according to the salesman. Consider I having taken off numerous days I like to discuss a resolution.

Desired Settlement: I like a billing adjustment and have my closet guard rail installed correctly. I have been a loyal customer.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Service was completed on August 20, 2016, under warranty at no cost to the customer. We appreciate the customer’s feedback regarding their order and service.

Consumer Response:
Complaint: ********

I am rejecting this response because: not all situations have been resolved. I need a manager to contact me and discuss a resolution.

Sincerely,

******* ******

Business Response:

Service was completed on August 20, 2016. The local office manager spoke to the customer on August 31st and confirmed his satisfaction with the repairs. We appreciate the customer’s feedback regarding their order.

9/7/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Empire contracted to install flooring at residential home. They took the $4800 total up front, then sent installers to rip out the old flooring and never came back to install new floors. The salesman finally returned during week 2 to say it would be an additional $600 for the job. The home has been without proper flooring for two weeks while the company gives the run around. None of the employees know what's going on and we have yet to get a straight answer. They have our money, our old flooring, and the new flooring already paid for and we have nothing but cement.

Desired Settlement: We would like the contracted job to be completed with satisfactory installation. Or a full refund of all money paid so we can hire another to do the job.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The customer originally contracted for vinyl flooring. On the scheduled date of installation, the installers found moisture in the subfloor. As such, the installation could not proceed as scheduled.

 

The customer re-selected to ceramic tile flooring at a different cost, and installation was completed as agreed with the new style of flooring. We followed-up on August 26th to install trim; all services were completed as agreed.

 

We appreciate the customer’s feedback on their order.

Consumer Response:
Complaint: ********

I am rejecting this response because: Empire flooring should take responsibility for giving customers the run around. They sent employees who don't speak English and didn't understand what "transitions" are and they left the tile bare where it meets the carpet. So unprofessional. Not to mention, the salesman only brought 3 samples to choose from. THREE!!! We were already under a contract so we had to pick among the poor choices he made available to us. When we later saw an Empire retail storefront, they astonishingly had DOZENS of tile samples. This establishment is extremely unprofessional and their headquarters doesn't know how to communicate well with the local office and vice versa. They cause consumers extreme frustration, low quality selection, and subpar service. And we never even received an apology for the lack of communication. So, that tells me this is typical of Empire.

Sincerely,

****** *******

9/7/2016 Problems with Product/Service | Complaint Details Unavailable
9/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had laminate flooring installed in our hallway and formal living room. From the very beginning we noticed it made a loud cracking noise when we walked on it. We thought it needed to settle and we waited. When our 10 pound could make it crack when she walked on it, we called and asked for someone to look at it. They "determined" then that the spacers were wrong. Fixed it for about a week. We called again and someone came out. Through that assessment, we learned that we needed better padding and SOMEONE WOULD CALL US. Believe me, they never intend to fix it and I am sure they are hoping we will forget about it. After complaining for a month, we received a call stating that a third party inspector would call us (sound familiar?) within 1 - 3 days. It took almost a month for that third party to come to our home and assess the situation. He said he would file his report with Empire and "they will get back to you" No surprise - we still haven't heard from them. We are only assuming that they have no intention of fixing the problem even though their own documents state that they want consumers to have 100% satisfaction. The noise of the flooring is so loud when someone walks on it that it wakes us up at night - causing myself and my husband to have many sleepless nights which is affecting our personal and work lives.We want this flooring fixed immediately.

Desired Settlement: We want the floors taken up and the extra padding laid down and NEW flooring installed.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We contracted for an independent inspection of the installed floor; the inspector found deficiencies with the installation. As such, we fully replaced the installed floor on September 1st, using an upgraded underlayment at no additional cost to the customer. We appreciate the customer’s feedback regarding their order.

Consumer Response:
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,

******** *****

9/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Two weeks ago I agreed to have Empire Today install engineered Hardwood Floors in my Kitchen and Entry,and small Bath area. I was promised before in the Installation, that they would make sure my Molding that was installed a month ago,would not be altered, and if it was they agreed to use material that I have and I would supply, as the Molding was expensive. They installed some cheap Molding over my Molding, it looks awful. Then they cut corners by using a cheap boarder around the carpet area. Then, when you walk into the Kitchen there is a huge dip, they did not level properly. I have called several times, and just keep getting the run around. they send a Guy out here last Tuesday to take a photo,he walked in the kitchen, with his shoes,and did NOT REPORT the dip problem to the Office.

Desired Settlement: I want the Job Finished as Promised. Or I will have another Contractor do they work, and I will charge them for it.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We have contracted for an independent inspection of the installed products. Further, we have refunded the customer for damage to their doorbell.

9/3/2016 Problems with Product/Service
9/3/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
9/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint covers a multitude of issues that I wont have room to cover them all here. Salesman came to our home on time, however the alcohol on his breath was noticed by my wife, I was unaware until after the fact, had I known at the time I would have sent him packing. My wife and I selected the flooring we wanted, he stated "it was the end of the day and he needed a sale", we agreed on a price, financing was acquired and an install date was set. Installer showed up on time with two helpers, neither of which spoke much if any English. One of them didn't seem he wanted to even be there. Issues where brought up and addressed with the installer as needed, though one issue in the kitchen the installer did not resolve correctly in hindsight.. A month or so later, I was walking out of our bedroom and the floor slid towards the laundry room, I almost fell, it created a 1/4 gap that ran about 8 inches along the bedroom door. I called and the installer was out in 3-5 days from what I recall, something about the warehouse not having anymore of the flooring we bought. A month later I found another gap in the floor in front of the guest bedroom, as well as the threshold caps where popping if you inadvertently stepped on them. I called and again the installer came out and fixed these issues. Now 7 months after the install, walking across the floor is akin to "waking the dead". It pops, creaks, and cracks so much that my 25lb dog makes them creak and pop. This is not a sub-floor issue, and is not acceptable for what we paid for this product. The rep handling this, initially was responsive and I was told a resolution would take 10 business days. Today is the 12th business day and there is still no resolution. I was told that if she (Ava) was to send it to a 3rd party for resolution it could be up to 30 days to be resolved. The boards are also now bowing at the ends, and yet another gap in the kitchen. Too many product issues for less than a year, unacceptable.

Desired Settlement: I think Empire Today, LLC. missed an opportunity to create good customer relations, with me anyway. At this point we just want our money back in full, so the financing can be paid and that account closed, then we can just part ways. They can either come and remove the flooring, or I will remove it and they can come pick it up. My dates and times may be off on when I called to complain, but they have records of this as well. In hindsight, had I read the complaints with the BBB which at this writing is 1400+ complaints, and 700+ are just in the last 12 months (resolved or not), also including 357 Company reviews which over 50% are Negative. I never should have done business with Empire Today, LLC.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The installed floor was fully replaced under warranty at no cost to the customer August 24, 2016. We thank the customer for their feedback regarding their order and service.

9/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had carpet installed on 10-8-2015. I was given a paper by the Empire sales person about their referral program. It stated that I would get a $100 prepaid card for a referral amounting to over $2000 installed. It also instructed to have the referee call Empire after the installation to start the process. I referred my daughter when she had carpet installed on 7-25-2016. She called Empire to tell them after the installation was completed. The Customer Service Rep. told her that it was too late, that she should have called before installation. Then Service Rep. told her that I should be the one to call so I did. This time a different Service Rep. said not your daughter should call. Four times through this process we were promised return phone calls that never happened. At one point a Service Rep. said they couldn't process the gift card because there was no record of my daughter doing the referral. I told them there was no record because they refused to accept her filing of the referral and asked if we could just start over. She said she would check and call back. She did not call back. This has been going back and forth for a month until yesterday when someone from Empire called my daughter and said the gift card would not be issued with no explanation. She asked to speak to a supervisor and was told one would call her. They did not. I called Empire Today this morning and got another run-a-round. It is obvious that they never intended to honor their promise of a $100 "Splash Discover Prepaid Card."

Desired Settlement: I would like to have the promised $100 and for Empire to discontinue this offer since they won't make good on it.

Business Response:

We appreciate the customer contacting us regarding their concerns.

We have reviewed the customer’s account and the referral gift is in process as agreed. We appreciate the customer’s feedback on their order.

 

Consumer Response:
Complaint: 11640792

I am rejecting this response because: I have received nothing from this business yet and after talking to "upper Management" I am not at all confident that they are addressing the root problem.  So far everyone that I have talked to has told me a different way this should have been handled.  This has never been about the actual gift card but about how they handle their business.

Sincerely,

Ronald *******

8/31/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had laminate flooring installed in my house on 7/29. Trim molding pieces were missing from the order and were supposed to be installed on 8/2. I received a confirmation email from Empire for my installation on 8/2. No one showed up or contacted me that day to do installation. I was told the shipment didn't come in and was scheduled again for 8/15. Again, no installation happened. Additionally, on 7/30 I called customer service to file a complain about the initial installation. My house was left a wreck, a large a mount of plaster from floor patchwork was dumped all over my lawn, a large piece of padding underneath the carpet in an adjacent room was removed leaving a dead spot and causing the carpet to wrinkle, and two of the boards installed are defective with a chip and a crack. No one ever responded to my ticket request from Empire and the burden was upon me again to follow up. After calling these people every day for two weeks I finally got the inspector to come to my home today to verify the defects on the board, the carpet, and the plaster in my lawn. I was supposed to be contacted by his manager by COB today to "make things right" but was then told he is out of town. This has been beyond a nightmare for me. I have missed 2 days of work waiting for these people to come and do an installation they never intended to do, I spent hours cleaning my house after the initial flooring was laid, and I have spent hours of my own time trying to get in contact with them to finish the job I paid almost $4000 for them to do. They do nothing but make promises that they do not keep and say they will make it right but make no effort to do so. My patience with them has worn out. The way this business is run is deplorable.

Desired Settlement: I would like for Empire to repair the two defective boards and finish the installation of the moulding. I also want a refund of my money. I will have to pay for the plaster to be dug up and new grass laid down on my lawn, and I will have to pay someone to repair the damage to the carpet in the bedroom. I do not wish Empire to do this as I do not have any more time I can take off work to sit around and wait for them to not show up, nor do I want them making an even bigger mess and causing more problems in my home than they already have.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Services were completed on August 19th, and we have discounted the order for the inconvenience. We appreciate the customer’s feedback regarding their order.

Consumer Response:
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,

********* *******

8/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: If I had to review them based on product it would be a 4, but since their customer service is a 0, I used the average. Having worked for the Council of better Business Bureaus for many years, I know how businesses should be run. And being that my brother-in-law works for one of Empire's competitors (no discount sadly), I know a little bit more than your average about carpet. Empire apparently treats their customer as if they are clueless and unintelligent. Once my installation was complete, and I called back to discuss the figures, they told me they couldn't give me the figures because they are "all inclusive." This is a practice used to give the customer as less information as possible to prevent the customer from making educated decisions. Luckily for me, I had them already and wanted to see how Empire would respond. How does a company sell you a product per a certain measurement but when you call back to ask what measurements they used, they tell you that they cannot give it to you? That's shady business. Also, never in the record of human history (slight exaggeration) has a carpet installer installed carpet and not had extra left over. To leave an installation and not leave behind the "waste" that was purchased prior to installation along with the rest of carpet is basically theft, You pay for that "waste" it should remain with the customer. Also, the warranty on carpet suggests having a sample piece of carpet to refer to in case of emergency. How does one keep a sample if it wasn't left? When presented with the fact that I was left none of my "waste" carpet, Empire's official response was "Oh well is was just X by X amount left." Basically, insisting that it was a measly amount and that it was unimportant. Regardless of the amount left, it was mine. I paid for it. I should have been left it. But the biggest issue is that it took 3 days and 5 calls to get them to give me a half ***** solution that's truly not a solution at all. AVOID AT ALL COSTS!!!!!

Desired Settlement: Based on a qualified individual's assessment I should have received more than what Empire states. They said I should have had a 3x3 piece left ( 9 square feet ) , my source states I should have had 3 x 12 or 4 x 12 left (36 and 48 square feet respectively) of waste based on what I purchased vs what was installed. I had hoped they would meet me in the somewhere in the middle with a piece like 3 x 7 ( 21 square feet ). But their stance was to be as cheap as possible and not do whats right.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The customer paid a fair and reasonable price for the products and services received. We offered a small discount for any waste product, but the customer preferred to have a small piece of carpet delivered. The carpet was delivered to the customer on August 12, 2016. We thank the customer for their feedback regarding their order.

Consumer Response:


Complaint: ********

I am rejecting this response because: They offered me a solution based on lies and honestly a **** poor solution. I have knowledge from someone I know who works in their organization, and the person involved told me exactly what I should have gotten. If it wasnt for my friends suggestion I would have never gone to Empire, I read the terrible reviews prior to giving them my business. And when I tried to get a better result, the customer service rep told me she couldn't provide me details about how they came to such a conclusion. How does accompany refuse to give you the details on a business transaction that took place? Luckily I had the details prior and wanted to know why they weren't matching my information. This furthers my proof that this company is neither transparent nor respectable.

Empire's response was most likely based off the fact that they THOUGHT was uninformed and made me a low ball offer. Plus the fact that the installer lied and then proceeded to steal what was rightfully mine. I have such buyer's remorse.

At the time in which I spoke to them, they offered me a resolution, but it didn't align with my wants. I wanted what I paid for and should have gotten. Now after having to deal with this sorry excuse for customer service, I have since changed my expectation. I want the remaining balance of $150 credited to the account and i want to wash my hands of anything to do with this company EVER AGAIN!

Sincerely,

***** ***

8/31/2016 Guarantee/Warranty Issues
8/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The job was never completed. The job was started on 6-14.16 but it was never completed. The installers told me they will come back the next day to finish it because they were missing parts. A couple days later the installers called me to let me know that they will stop by the following day. The installers never contacted me again. I contacted the sales rep a week later. The sales rep told me that he will let management know about the issue. I waited another week and contacted the sales rep again. Sales rep told me that customer service will contact me to schedule the crew to come over. I called customer service a couple of weeks later to find out when the installers will come over to finish the job and i was told that someone will call me to schedule the visit. as of today 8/6/16 no one has called me and the job is still pending. The pending job is the LVP installation.

Desired Settlement: Finish the job as soon as possible.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We have agreed to reimburse the customer for out-of-pocket repairs made to the installed floor. We appreciate the customer’s feedback on their order.

Consumer Response:
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,

***** *****

8/31/2016 Problems with Product/Service
8/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire Today salesman ********* came to my home on 7-27-16. I told him I want a ********** Cherry engineered wood floor made in the USA. I didn't want a product made in China with formaldehyde. The salesman said ****** is made in the USA . I ordered a ****** ********* Cherry floor. I asked the salesman to check the clearance under the door to make sure the floor would fit. The salesman said the product would fit under the door. The salesman wrote the order for ***** ***** ********* Cherry. He said this was a ****** product. I gave a deposit of $100.00 and the installation date was set for 7-30-16. THEY NEVER SHOWED NOR DID THEY CALL TO CANCEL. When I called Empire to see why they didn't show , I was told the delivery was not confirmed. Empire rescheduled the installation for 8-1-16 for 6 PM. The installers arrived at 8:30 pm on 8-1-16, 2 1/2 hours late! The installer said the measurements the salesman took are incorrect as the product is too thick to fit under the door and left. I cut the door down the next day and asked to reschedule the installation. It was re-scheduled for 8-3-16. The installers arrived and showed me a piece of the material . I thought this was strange not to bring all the material into the house. I looked at the boxes in the back of the delivery van and the label on the box is "****** Smooth Engineered Hardwood" and "Made in CHINA". Nowhere on the box does it say "******" or "***** *****". Prior to installation, I called ***** ******** the regional sales manager to complain that we received a product that is not the same name on our receipt. He said they changed the name on the box. He lied and said it was ******! Mr Pozella said if I didn't take what they delivered, I would have to have a salesman come again . I couldn't take off another day of work. Due deceitful practices of Empire Today, by delivering a product we didn't order we are requesting the price we paid of $800 refunded. I missed 2 days of work due to EMPIRE'S deceipt!

Desired Settlement: I paid for ****** engineered wood floor and received another brand that I didn't order. They lied and said it is a brand made in the USA even though the box said made in CHINA. I have health problems and having formaldehyde made wood is detrimental to my health. I missed 2 days of work due to Empire not delivering the wood on the scheduled date. The salesman named Tony DeDilutis is incompetent because he measured wrong causing another delay and another missed day of work. Then the brand I ordered was switched without my knowledge. I want a full refund of $800 so that I can have the formaldehyde made in CHINA floor removed and replaced with a made in the USA brand which is what I wanted. I will get another company that is reputable to remove the floor and replace it. I do not want to do business with EMPIRE. I do not want them to replace the floor. THEY ARE DECEITFUL and incompetent! I WANT A FULL REFUND!

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The customer’s order was discounted by $200 due to the rescheduled install. Installation was completed as re-scheduled with the correct style and color of flooring as contracted; no substitutions were made. The customer signed off that he was satisfied. We appreciate the customer’s feedback.

8/30/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Discoloration on my stairs of carpet installed 6 months ago, looks like it has been faded. I was told at the beginning before installation we were covered under warranty and now I'm being told itS not. It's very frustrating

Desired Settlement: repair carpet and credit

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, the installation has been completed and an allowance has been applied to the order as agreed. We appreciate the customer’s feedback and consider this matter resolved.

Business Response:

The local office spoke with the customer. Carpet installed on stairs is not covered by manufacturing warranty. For customer satisfaction and goodwill, we’ve offered to fully replace the stair carpet at a discounted cost.

Consumer Response:
Complaint: ********

I am rejecting this response because: I am not satisfied with the response

Sincerely,

****** ******

8/30/2016 Problems with Product/Service
8/30/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Empire Today made multiple mistakes with our order, including telling us that they could do a job they could not actually do. Therefore we wanted that aspect of the job to be refunded since it could not be done. Instead they charged us the full amount and never took off the additional money owed to us. They owe us $800.00 and we have this confirmed on emails. They went forward however and charged my credit card the full amount and never refunded us what they owed, and never did the full job!

Desired Settlement: I would like the refund of $800 as soon as possible and plan to take legal action if needed.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Per the customer’s request, the $800 was refunded to the credit card used for payment on August 15, 2016. 

Consumer Response:


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.

They did finally refund me the money once they knew you were involved.  Thank you very much for your assistance and time.


Sincerely,

**** ********

8/30/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased carpet 07/26/2016 with scheduled installation for 08/06/2016. Received email 08/03/2016 requesting I call to confirm installation date. Placed call and confirmed same day as requested. Received confirmation email 08/05/2016 that installation of carpet would be between 8am-6pm on 08/06/2016. Proceeded to move all furniture night prior. Received call 08/06/2016 that installation would have to be rescheduled. Company unable to provide explanation as to why I was not made aware of cancelation prior to scheduled installation date. Now have to return furniture back to rooms and put beds back together without service provided.

Desired Settlement: Requested contact from cooperate office to determine resolution with no call back. Need immediate delivery and installation or cancelation so I can Purchase carpet else where

Business Response:

The customer’s order was re-scheduled and installed as agreed on August 10, 2016. We sincerely apologize for the need to re-schedule the installation and appreciate the customer’s patience.

8/29/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
8/29/2016 Problems with Product/Service
8/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire Today in atlanta installed Capet in home. The carpet is showing signs of fraying near transition points where flooring changes. Also Capet needs to be stretched due to moving price of furniture. Pictures of problem were sent to company around 7/5/16. Customer service is impossible to get a hold of and numerous messages have been left. Company promised the job would be done August 9th. Company has had over a month to respond to problem. Also product was found to have some type of defect which was never noted on original paperwork which may explain part of problem.

Desired Settlement: Empire promised job would be done for free but has not come to work on job.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Service to the installed carpet was completed on August 22nd at no cost to the customer. We thank the customer for their feedback regarding their service.

Consumer Response:
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,

****** ********

8/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the last three yrs. i've had wall-to-wall carpets laid to the tune of $5000. I called up Customer Service to get 2 issues resolved , -a seam was rising and the carpet in my Living Room needs to be stretched . --In the last month i set up 2 appointments with their Customer Service --both times with a 12-6 Window , and both times they cancelled --the first time , i was told the repairman was still at a job and couldn't make it to me , the second time , no call at all -I finally got through to them and all they could offer me in terms of an apology was "the repair man should have called " So i set up a third appointment which was today - 8/11/16-- They arrived at 10 AM , and it took them 10 minutes to decide they couldn't fix my problem -- they told me " Whoever laid the carpet in the first place did not do a good job " -Hello , My response , " you people laid it and you people should fix it- it was apparent they couldn't understand what i was saying, -so i let them leave and i called Customer service - twice , and and as of this writing , they have not returned my calls . Empire is showing a complete disregard for "customer service . Thank you very much for your time , ******** *****

Desired Settlement: All i'm asking for is to have my carpet repaired -- I have a 10 year warranty I"m also asking Empire to have a little more respect for its paying customers

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We installed carpet for the customer in June 2013. We inspected at no cost to the customer. To move forward with a manufacturer’s warranty claim, we must have proof of a professional cleaning every 12-18 months per the warranty guidelines.

Consumer Response:


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,

***** ***** 

My carpet was not inspected , a 10 minute visit by the repairman does not constitute an inspection , in my mind -All they told me was the carpet was laid improperly , Empire laid the carpet 

8/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THIS IS AN ISSUE PERTAINING TO AN INSTALL IN THE DAYTON, OHIO AREA. This description is an overview; details are documented in previous conversation with Regional Manager ******* ***********. May 2016, contacted Empire Today. Sales rep was unprofessional and had no product knowledge of laminate flooring. We made it clear the existing carpet was in place before we moved in, and had no experience with laminate. Requested a visit from someone with more technical experience, was told that wasn't possible. Installation "crew" is *****, teenage son, two ten-year olds (yes, minors on a worksite). Carpet is pulled up to discover tile floor beneath, broken in places from carpet install. ***** sweeps up broken pieces of tile and lays floor. Once complete, floor has noticeable bounce. Installer returns, se-seats a few boards, finishes trim. Says the floor will settle in; several days later, it still creaks and bounces. Several phone calls later, Manager of the Installer Supervisor (****) shows up, reviews, agrees replacement necessary. Days later, Manager and Supervisor (***** and ****) arrive, argue floor doesn't need to be replaced but will be repaired as necessary. Regional Manager ******* *********** agrees to remove flooring, split cost of tile removal, and re-install. Floor taken up, tiles removed, flooring replaced. Once again, we are told to let it settle in. Four weeks later, floor still cracks and creaks. Review of the documentation provided with material clearly states felt underlayment and a check for level surface is part of the installation instructions. Called manufacturer (******) to verify. Was also told our choice of material is sold only to Empire. 6/29, placed a warranty call to document next steps: 1-**********. Since then I have placed SEVEN calls to Mr. ***********, one visit to the local office, and an online support query. We have been patient, always pleasant and seeking a discussion for next steps. Bill in dispute status w/ financing bank.

Desired Settlement: A) Floor prep (leveling if necessary, underlayment) installed as per manufacturer installation guidelines; floor and all thresholds/trim work re-installed; repair/replacement of boards damaged during additional work; threshold strip installed along sliding glass door. Additional materials at cost, substantial reduction on labor charges as a result of the non-responsiveness of Empire Today to address our issues. One-year warranty on installation re-sets on date of completion. OR) B) Removal of existing flooring, refund of money (we'll start over elsewhere).

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and informed them all of the material required for their replacement has not arrived.  Replacement will be scheduled at the customer's convenience once all required materials have been received. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

8/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My issues involve info regarding new kitchen and bathroom floors to be installed. I was under a time limit to have the floors installed as I was getting ready to move into my condo and I wanted things done before moving my furniture in. Empire assured me that they could do the job, on time and with no delays or problems. My original order was for ceramic tiles to be installed. Got a couple of estimates on the job. Was told from the first company to give me an estimate that ceramic tiles could not be installed because of a flaw in my kitchen floor. Asked Empire to give me an estimate and was told "no problem". Their installers could correct the flaw so ceramic tiles could be placed. Their ceramic experts came out on the day they were scheduled to do the job, on time, and ready to lay the flooring. I asked them about the flaw and was told that ceramic tiles could not be installed due to the flaw was to extreme for ceramic tiles. They did however suggest a different type of flooring that could be installed in spite of the flaw. The original salesperson returned for a re-order of flooring that would work. He, of course, apologized for his mistake. Therefore my installation was delayed. Finally I got my Kitchen floor installed but my bathrooms were not touched for about a month or so because I was told that a moisture content in my sub-floors was to high. They told me to run fans 24/7 to dry out the floors. They returned about 3 weeks in a row and I was told that it still wasn't dry enough. I then placed dehumidifiers in both bathrooms to help dry out the floors. Finally the professional installer who came to finish the job informed me that the moisture content should not have been a problem and the flooring could have been done in the beginning. Meanwhile my electric bill was continuing to increase. I did, however, get a refund for my troubles. This whole project started back on June 23 and the bathroom floors were just finished on August 1.

Desired Settlement: I'm still waiting for them to return and put the bathroom linen closet doors back on. With the exception of the linen closet doors not being replaced, the project was completed. I would not recommend this company to anyone.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We serviced the closet doors for the customer on August 17, 2016. We thank the customer for their feedback regarding the order and service.

Consumer Response:
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,

***** *********

8/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May of this year I entered into a contract with Empire Today LLC located in Charlotte, NC. Basic terms were: 1. Laminate and trim was to be install on/or about June 18, 2016. Then the LVT was to be installed on/or about July 18, 2016. The contract indicated that both installations would have quarter round and transition strips installed with the exception of the transition between the laminate and LVT. I would furnish that piece. When the Laminate was done I chose not to use their trim-out product. The installers acquired the real wood quarter round and I furnished the labor to stain it. I purchased hard wood transition strips and oak to make the specialty transition strips. When the crew came to do the LVT, they would not even start until I had paid that portion in full. A call was make to customer service to discuss a credit for the quarter round that I had acquired to finish the LVT job. So, in order to get the job completed I went ahead a paid the crew chief. At that point the crew was to take back the 203 feet of quarter round and use what I had. Since the completion of the work I have contacted the customer service division only to be told that I needed to discuss this refund issue (203 feet of quarter round, 4 transition strips and 2ap 12 foot piece of oak trim and my labor) with the sales as it "affected his commission". The salesman is a sub-contract employee having nothing to do with the issue between myself and Empire. I was told every time that I called Customer Service they had to check on something and would call me back. I received on one return call. And during all conservations with customer service was told I had never been charger for the trim. That's hard to believe considering the salesman gave me one total price for the jobs. That total price included the all the trim material expect the initial piece I was to furnish. Now they will not talk to me.

Desired Settlement: A refund for the materials I purchased ($235.05) and compensation for my labor, time and travel to and from the hardware store to get materials and supplies ($105.00). Total $340.05

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

A check for $340.05 was processed and is being mailed to the customer for the purchase of the transitions/moldings.  We appreciate the customer’s feedback on their order.

Consumer Response:
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,

****** *******

8/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We hard hardwood floors installed 7-20-16, called 7-22 the floors crackle very loudly. We were told by the salesman they would level the concrete before they installed, they did not. We have called and left messages confirmation # 1-********** no call back, I sent an email to ***** *****, no reply, called again, no reply. I sent an email through their website no response. We called our salesperson he said *** ******* would call us by noon on 8-5 he didn't. We were given another number to call if he didn't call. We called it Friday late afternoon left message. We called 8-8 left a message and again in the afternoon of 8-8 left message. We cannot get anyone to reply and it is getting very frustrating.

Desired Settlement: I would like the concrete to be leveled as was part of the installation and the floor glued down instead of "floating" in the hallway and Master Bedroom. Very dissatisfied with customer service at Empire Today.

Business Response:

The local office spoke with the customer and we will service by gluing down the floor as the customer requested. Service is scheduled for September 2, 2016 at no additional cost to the customer.

Consumer Response:
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.
The floor must be leveled as stated by our salesman as well as glued down at no charge.
Sincerely,

R ***** ******

8/27/2016 Advertising/Sales Issues
8/27/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Laminate flooring installed. Product began gapping and having separation issues. This has been going on over 9 months! Multiple no shows from installation staff that was supposed to inspect floors has now escalated into multiple no shows from a manager. The manager has flaked three times! I feel as though they're stalling until the warranty runs out next month.

Desired Settlement: Replace the flooring with equal or better flooring.

Business Response:

We appreciate the customer contacting us with their concerns.

 

The local office has been in contact with the customer and has scheduled to review the installed product for claims under warranty. We appreciate the customer’s patience regarding this matter.

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

An inspector did arrive and deferred yet again to another individual.  This is a material problem with substandard flooring materials and substandard installation. I'd really like to see this issue resolved before the end of August.  Deliver new flooring material, allow it to actually acclamate and then correctly install it. Problem solved. 

Sincerely,

Gerri *****

Business Response:

We appreciate the customer contacting us regarding their concerns. We have completed the inspection and a local manager will be contacting the customer to discuss the next steps to address the customer’s concerns.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

8/26/2016 Problems with Product/Service
8/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire Refuses to return my $50 deposit for carpet. The contract was cancelled in writing within the 3 day window. They have lied to me about sending my refund on 3 different occasions. Twice they said they mailed me a check on June 14, 2016, and the last time, they said the check was mailed on July 11, 2016. It is 8/2/2016 and I still have not received the return of my deposit.

Desired Settlement: Refund of my $50 deposit.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have cancelled the order per the customer’s request and refunded the deposit.  We appreciate the customer’s feedback and consider this matter resolved.

8/24/2016 Problems with Product/Service | Complaint Details Unavailable
8/24/2016 Delivery Issues
8/23/2016 Problems with Product/Service
8/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Issue 1: On initial installation, our carpet was cut short and Empire was not able to install the remaining carpet in our house - specifically the staircase. We then had to have Empire come back an additional unscheduled day to finish the job. One worker was sent out to finish the staircase and left half way during this install to finish another job and returned hours later without a phone call. On this day, the carpet on our staircase was improperly installed leaving gaps between the carpet and the wall. Additionally the carpet is not fitted to each individual stair. This was noted upon the installer finishing the job but unfortunately we were directed to call Empire's customer service in order to have it corrected. We contacted customer service to have this problem corrected - on the day of redoing the staircase Empire never showed up to finish the job. Upon calling Customer Service again they are trying to reschedule on a different day in which I and my wife will have to take more time off of work and again board our dogs. Additionally, Empire left a giant roll of carpet in our garage that they never removed. Issue 2: Laminate flooring was improperly installed in the upstairs hallway and we are not able to close the bathroom door at all. Upon filing a complaint with Empire they stated it wasn't their fault and we'd need to cut the door in order for it to shut. Upon pushing back on this they later stated they call back to schedule a time to fix this issue - 5 days later no phone call. Another call back to Empire and they stated they'd have a supervisor call back to speak to us, no call back again.

Desired Settlement: I would like the carpet on the stairs to be corrected and replaced. I would like for the divider piece of laminate to be corrected and the door to be able to fully operate as it did prior to installation. I would like to be refunded for the additional time and inconvenience for which I have had to take off work from being active duty with the Army and to board both of my dogs for additional time.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, all services were completed on August 5, 2016 and we have process the agreed accommodation . We appreciate the customer’s feedback and consider this matter resolved.

8/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Almost two months ago our house was water damaged by a pipe in the back bathroom. We contacted Empire today to come out and install our carpet and vinyl. They did and the carpet guys that they sent were awesome. The vinyl installers on the other hand were not. They left my outside water running numerous times with nobody outside so my husband had to turn it off. They left both of my two toilets leaking in my back bathroom that they were paid to make sure where put back correctly and functional. They also did a hideous job on my quarter round. They also dented my kick board around the bottom of my cabinets and bent the quarter round to try and hide what they done. I called numerous times and was very polite and was told they would contact me back.. Days later and no phone call back. Tuesday of this week I called and had to threaten them with contacting the bbb and the local news if these issues were not resolved. They came out and fixed my toilets after days of leaking and attempted to fix my quarter round. THEIR RESPONSE TO THE CABINET THAT THEY DENTED WAS THAT THEY COULD NOT FIX IT. They did it and THEY NEED TO FIX IT. Whether it be that they send someone out to do it, or refunding me for the damage caused. I am extremely unhappy and something needs to be done. A professional business should not be doing customers in this manner.

Desired Settlement: I need a Refund on the Vinyl installation just for the fact that I paid money for them to do a horrible job in my home damage my property so that I can fix what they done or I need someone to come to my home and fix the cabinet ASAP!

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and issued an accommodation to the customer as agreed. We appreciate the customer’s feedback and consider this matter resolved.

8/22/2016 Problems with Product/Service
8/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 8, 2016 I signed a contract and provided a deposit with Empire Today to provide and install 11 blinds with an installation date of July 8, 2016. The deposit cleared my accounts and I waited patiently 30 days for my install date without any contact from Empire Today. I phoned them on July 8th and they gave me the run around and could not tell me when my blinds would be installed. Since then I have phoned them numerous times and they will not tell me when they can schedule an installer.

Desired Settlement: I would like Empire Today to perform as agreed and install my blinds as soon as possible since I've already waited over 45 days.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have cancelled the order due not being able to complete the contract as written and refunded the deposit.  We have contacted the customer to inform them of the cancellation.  The customer has confirmed they received their refund of the deposit. We appreciate the customer’s feedback and consider this matter resolved.

8/20/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I received a telemarketing call from Empire in March 2016 offering me a special on window treatments. Their salesperson visited my home on 3/12/16 and I gave her a $50 check for a deposit on window shades. The installation deadline was 5/10/16. As of this date, 7/26/16, I still have NEVER been contacted by anyone from their installation department. No one has even come to measure my windows yet. The sales person **** does not return phone calls. I've made many, many calls to their customer service line, and no one can give me an explanation as to what's going on with my order. They always end up transferring me to a manager, and all I get are voice mailboxes and NEVER a return phone call. Today, I received another telemarketing call from them offering a special on window treatments. After I explained my situation to that person, he transferred me to a customer service rep, who of course had no explanation for me, and then transferred me to a local manager, and I got a voice mailbox as usual. After 5 months of waiting and $50 spent, I have completely given up that Empire will ever deliver the shades that I ordered.

Desired Settlement: I want an official explanation from someone at Empire who actually knows what's going on with my order. I want Empire to send an installer to my house to take my window measurements, and I want them to install the shades that I put a downpayment on 5 months ago.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have contacted the customer and informed them we are not able to complete the contract as written at this time.  The customer has agreed to wait and have the contract fulfilled at a later date. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

8/20/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased carpet from them and vinyl for installation. I am working on listing the home for sale. I spent a good deal of money with them. They canceled on the carpet install, after I'd taken the day to deal with it, because the truck broke down. Rescheduled for the next week, pushing back the listing of my home. Only they no showed. I made about 17 calls yesterday, which led me to ******, where I was offered 50 bucks for my inconvenience and an endless round of waiting for customer service at the 800 number. I was told about 3 by customer service that the installers had until 6 to show up and to call them back at 6 if they didn't make it. I called at 6 and OF COURSE, the local office is closed at 6. Nothing we can do for you ma'm, so sorry. I asked for a supervisor. I was given ****, the floor supervisor at the Texas Call Center. **** was empowered to do absolutely nothing. Ensured me that he was doing everything in his power to satisfy us, but see sentence above. I asked for ****'s supervisor, but was informed that **** is the highest level official at Empire!!!! **** the floor supervisor of the call center... is the end and be all at Empire. WOW! I work for a tiny little healthcare system and we have a huge leadership structure and a board. Apparently Empire doesn't need those kind of things. There is no way to reach anyone ever to assist you. I finally tracked down the guy who sold all the carpet, ** *******, who assured me that he was unable to reach a person either. He said he'd made lots of inquiries on my behalf and received emails from corporate telling him THEY COULDN'T REACH THE COLUMBUS OFFICE EITHER. According to **, he had 7 customers complain about their treatment and was unable to reach anyone for resolution. As it stands, I have paid them a deposit, they have never showed up to do the work. My house listing has been delayed for who knows how long and I can't get anyone to speak with me or return a phone call.

Desired Settlement: My 250 dollar deposit MUST be returned.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and all services were completed on July 29, 2016. We appreciate the customer’s feedback and consider this matter resolved.

8/20/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On June 25, 2016, The Seller showed my husband and I different options and helped us select products for the living room, entrance, hallway, landing and my daughter’s room. The salesman took measurements and drew up a price quote for each job separately and combined. I expressed that my husband and I would have to discuss what we could afford and when we could hire Empire because the quote was higher than we had anticipated. At this point we had at least anticipated the living rooms, entrance, hallway, landing and my daughter’s room job as feasible at $6000 or less. My husband and I purchased and paid in full for Engineering Hardwood and Laminate flooring for entire first floor (the living room as well as the entrance), upstairs hallway, up to the attic where my daughter’s room located, the step ( the landing and the whole room). The salesman ***** ***** from Hackensack, NJ measured all floors and made figure. We were told the total price of $7,263.32. That’s pretty steep for our budget. We can get by. We accept and paid upfront including deposit of $800. My husband and I agreed the flooring. We were so excited that we are getting our floor done. After I signed the contract, we were advised that if changed you want to change your mind not to have to install, we have 3 days to cancel. No need to cancel. Our mind is on set. I looked over the contract. All floors that need to be installed were there on the paper that I have signed. On July 2, 2016, the installer came to our home ready to install the floor. We were so excited to get our floor done. We are so happy. We ordered the Engineering Wood floor for the living room, entrance and the hallway. And we were getting the Laminate floor for landing and my daughter floors. After the installers install the Engineering Wood, I was told “no water”. Red Flag? I had no idea what he’s talking about. I didn’t get that. What do you mean “no water”? You cannot clean with water. Now I’m thinking…water is liquid. What happened if anyone who is in my home spill any type liquid that gets onto the floor? The wood will get damage. I was dumbfounded. The salesman did not tell me that the Engineering Wood isn’t stain/spill- resistant. If he had explained that to me that if this isn’t spill or stain resistant, we would have chosen a different type of wood. It was not my intention to buy wood that is not resistant wood. To this day, I was being too cautious not to have anything on the floor. I’m also afraid to have family and friends over. I emailed them about the floor that I didn’t know. They gave me a Hardwood Flooring Care. Meanwhile, when they had finished installed the Engineering, I was told by the installer that they didn’t have enough wood for the Hallway and they would have to come back another day. I agreed. Few weeks later they came back to finish up the hallway and up to my daughter’s room. Unbeknownst, we were told the installer was going to put a laminate wood on our hallway. This isn’t right. I looked at the paper. ***** ***** had written down as a laminate floor. We never told him to put a laminate on that floor. We told him exactly how we wanted it. Even they are the same price. He said both laminate and the Engineering Wood are the same price. We called ***** ***** to correct it. He admitted he made a human error. Since he admitted that mistake, all he had to do is contacted have them change from laminate to Engineering and call it day. As we patiently waiting our floor to be completed, they came with not enough wood. They came up short. We still have that Engineering Wood box sitting in our closet. All we need 2 more boxes. There were misunderstandings between the customer service, installer and the salesman and of course with us. We were going back and forth with the same stories. The only thing we told the CS is that It was a human error that ***** had made. Engineering in the Hallway not laminate. ***** ***** wanted to come by to our home again to resolve this issue. We agreed. He measured again and was told this going to be additional charge. I said “what additional charge?” I told ***** we already paid what and why there’s an additional charge? I didn’t quite understand it? The additional charge was he was asking for at least $800 more. I asked him why. He said he didn’t put down the pad. Now, I’m confused. I find it very disturbing (*****) he was telling us different things. I really don’t know what he’s up to. Asking for additional payment that it already been paid. I told *****, we have already paid. As we discussed, I assumed he would take care of it. After week went by, they never came. I called the Customer Service again, this conversation have to go back with ***** *****. We called ***** again and find out what’s the hold up? He was saying the same thing he didn’t put down. I don’t understand how he didn’t put down on the pad (I wondering did he erase it? Or was he trying to convince us that it was never there?) It was on the spreadsheet. I have proof. It said on the paper, the Hallway. I told my husband this isn’t going anywhere. This is going to be the same scenario. We paid already and he wants more money. If he had the entire figure together in the very beginning, we would never put any deposit if this is way above our budget. I would have told him. No thank you. Our budget is 7K. We couldn’t go further.

Desired Settlement: Desired Settlement: We would like to have our Engineering Floor to be installed in the Hallway. He did admit the mistake. We have invested in our time and hard earned money to have our floor to install. We have lost time- off for two installations that didn’t deliver, and time wasted trying to resolve the issue with the company. I am simple requesting an installation that we’ve already paid for. We are tired going back and forth with the different stories. I have placed about 6 or more calls to Empire to get this resolved. None of these points are unforgivable as a stand-alone event, but combined make for an undesirable experience. There was obviously no communication between the seller, the management team, and the installers.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and all services were completed on August 7, 2016. We appreciate the customer’s feedback and consider this matter resolved.

8/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We called Empire Today to have carpet installed in our condo we are renting out. The carpet needed to be done by 8/1/16. We spoke with Empire, a sales guy came out and brought samples. We picked one and set an install date. When the sales guy came back out on the install date they brought the wrong quality carpet and when we mentioned this the sales guy got upset and argued. We asked to be contacted by a manager and had the sales guy leave. As I was leaving the condo to drive back to my house I got a text from the sales guy meant for the manager complaining all about us and saying that we were not worth saving the sale and the manager could deal with us from now on. My husband then called to speak with the manager who said sorry many times and said he would contact us back. We are currently trying to find someone else to do the carpets since we are about to lose our tenants moving in since the condo is not ready on time. However Empire has continued to call and harass us to let them install the carpet and they have even rescheduled us a few times for install. I have tried speaking with their customer service and management and nothing is getting done. This is a bait and switch company with horrible customer service.

Desired Settlement: I want them to install the correct carpet at the agreed upon price or give us the lower quality carpet at half price and have it done so the tenants can move in August 1st

Business Response:

We appreciate the customer contacting us regarding their concerns with the sales appointment.

 

As requested, we have canceled the customer’s order. No deposit was paid, therefore no refund is due. We thank the customer for their feedback.

8/20/2016 Problems with Product/Service | Complaint Details Unavailable
8/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received services through this company to get tile flooring installed in my kitchen, 2 bathrooms as well as my closet. There were numerous issues from the beginning. From showing up to cleanliness to timing. The workmanship seemed to have been rushed seeing it was only 1 guy for 3 of the areas and 2 for the kitchen dining. Well immediately we had issues because the flooring seemed to be popping up which we were guaranteed that would never happen. It was our best bet to purchase. So we did and they put a thinner grade becker board which was supposed to be cement and reinforce the floors from any issues. We called out to the company numerous times to repair, Unfortunately most of the people didn't speak much English, if they did very little so communication was a huge issue. So had others come and still were issues, The flooring was off balanced and moving every time we stepped. Yet they said there were no issues. In fact they guaranteed future repairs if there were seeing it was a pre exhisting issue.We had other complaints So they decided to reimburse us $500 for the other issues. Now the tile is popping up every time someone steps even as far as my daughter getting scratched on her foot when the tile came down. Which is a major issue and was guaranteed safety of their products. My children as well as myself are being injured by this fllooring and i tried to reach the company for over a week and numerous phone calls with no response. They are avoiding my call because they don't want to assume responsibility for their empty promises, guarantees, as well as their contractors.

Desired Settlement: Being this was promised on sight when the issue was first mentioned, This repair is a pre-existing issue and the initial $500 reimbursement did not include this specific repair issue.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We were able to reach an amicable resolution for a partial discount in lieu of additional service. We appreciate the customer’s feedback.

8/19/2016 Problems with Product/Service
8/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased over 2000 sq ft of carpet in Dec 2014. There are multiple areas that are fraying and pushed down and do not reflect the quality of carpet that was promised to me at purchase. I contacted Empire with a complaint about the quality of my carpet and was promised a call back from the area location (Dallas, TX) within 24 hrs. After an additional call to Empire it was still over a week before I was contacted by Empire Dallas to receive my complaint. I was told to provide a cleaning record to ensure I was complying with my warranty. I was told that once I emailed it I would immediately get an email back to be put on the schedule. Within a week I emailed the required documents but never received an email or call back to schedule an appointment. After at least 2 calls to Empire Dallas I finally got ahold of someone to schedule the warranty inspection. I have called Empire Dallas almost 10 times and never got a call back from a voicemail. I have to get them in the office to get answers. I got an appointment to get my warranty inspection done for a Wednesday about a month out. The inspector showed up for the inspection on the day before I scheduled it. I let him do the inspection that day, Tuesday, June 14, 2016 . I received no contact about the results of the inspection after a month. I called Empire Dallas on July 13 and left a message. I did not get a call back. I called back again on July 18 and only talked to someone because they answered the phone. I asked about the results of my warranty inspection. The person read the report to me (they did not explain it) including the end where it said no further action was needed. I asked for an explanation on and the person was unable to provide one and said someone would call me back before close to explain, and they didn't. She offered to send me a sales person to replace the carpet. She said there was a 1 year workmanship guarantee (already expired) to which I explained again it is a product issue. No Call.

Desired Settlement: I would like the carpet replaced in the areas that are frayed and pushed down and a solution about how to handle this when it happens in additional areas in the future. If there is not quality guarantee for the future of the product, I would like a refund on my carpet so I can go get carpet elsewhere with a quality guarantee. I would also like to work directly with someone who will answer my calls, voicemail and return my calls and emails.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Customer’s carpet was installed December 2014. While the one (1) year labor warranty has lapsed, we internally inspected. While no defects were suspected, for customer satisfaction and goodwill, we have agreed to have a 3rd party inspection of the carpet at no cost to the customer. That inspection is currently pending.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and come to terms on a monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

***** *****

8/19/2016 Problems with Product/Service
8/18/2016 Problems with Product/Service
8/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failed to make carpet installation two days in a row so I cancelled my order. A cancellation expert was supposed to call within 24 hours to refund my $200 deposit and of course has not. I have dealt with literally hundreds of vendors due to my home management business and Empire is by far the worst company I have ever worked with. Operationally they are structured for their own convenience and not the customer and no one I dealt with seems to care about what is happening.

Desired Settlement: I want my $200 dollars returned quickly.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have cancelled the order per the customer’s request and refunded the deposit.  We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
Complaint: ********

I am rejecting this response because:I am happy to get my money back but am disappointed that no one from upper management wants to contact me to try to fix what went wrong.   Just a poorly run company.  

Sincerely,

**** *****

8/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was called on 8-2-16 and was told that they will price match. I told them the price and they said they could do it then came back and said they couldn't. **** was rude and not a help you guys missed appts and things and your Corp call center told me that she would give me 250 off my order for the issues. ***** said they wouldn't price match etc. your company is a joke and is ran like a joke. I asked ***** for his manager and he wouldn't. He said he could do what he wanted.

Desired Settlement: I want the order to be price matched like I was told with the discount I was told. You guys need to ensure you handle your stuff and make it right.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and discuss the request for us to meet a price match. We were unable to accommodate the customer request. The customer did not agree with our assessment. We have cancelled the order as we could not match the competitors pricing. We consider this matter resolved.

Consumer Response:

Was told from empire the would price match and now they won't . It's pretty bad that they won't honor the verbal contract that was told to me over the phone from the manger in Corp. this is not closed I want to hear from someone in management that can Handel things and won't lie. 

Complaint: ********

I am rejecting this response because:

Sincerely,

**** *******

8/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid for carpet and laminate to be done, The installation of the carpet is complete the next day I was scheduled for laminate I was told it would take about 4 hours to complete the laminate to be installed in 1 bedroom and 1 small hallway, after 11.5 hours the job was still not completed and unprofessionally done as the floor is not level, horrible customer service, unprofessional techs, There is no way they could have experience it shouldn't take 11.5 hours to do 1 bedroom and 1 hallway both areas are not big. didn't come prepared left to get more materials and never finished the job. The techs also broke my step, we had to go buy a 2x4 for them to try and fix this. I am completely unsatifisfied with the work that was completed like I told the manager today it looks like I installed this and that is why I paid someone to do this work because I wanted professional work done. I was contacted by a manager the next day after the install the manager listened and said he would put together a plan and get back to me within a few hours it has now been 8 hours later the day is over and the weekend is here. and I still haven't received a call back from a manager on how this issue will be resolved

Desired Settlement: I want a manager to come and look at the work that was completed and have the work redone as the floor is not level as well as finish what was not done yet because they ran out of materials. I would also like some kind of refund for the inconvenience of not having a bedroom for the entire weekend and no phone calls back to resolve my issue.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and all services were completed. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
Complaint: ********

I am rejecting this response because: no one ever addressed the fact that because the work was not done right in the 1st place I was inconvenienced with my daughter not having a bedroom which was a huge inconvenience for the whole house being all of her things were all over the house. Empire should have done the work right the 1st time I think Empire should at least give me a discount for the inconvenience and hassle this was.

Sincerely,

******* *****

8/17/2016 Problems with Product/Service | Complaint Details Unavailable
8/17/2016 Problems with Product/Service
8/17/2016 Problems with Product/Service
8/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: New carpeting installed on 6/15/16 (after team no showed on 6/13/16). Had to provide payment in full before work begun. After getting carpeting vacuumed, I noticed multiple issues with the install- not stretched, buckling, multiple areas not reaching wall, visible seams, pieces layed the wrong way, areas where padding missing. Called customer service 6/18 and scheduled someone to come out on 6/27 to take a look which again they no showed for. Spoke with customer service manager on 6/27 who suggested independent inspection to address the issues correctly. Took 3 weeks but inspection completed on 7/18 and report has been filed. It has been 2 more weeks and I have not received a copy of the inspectors report (which I was promised). I have also not received any plan for repair/replacement and have had difficulty getting my phone calls returned. I desire carpet re-installation by qualified installer (it doesn't seem repair is an option given all the issues) or a full refund.

Desired Settlement: See above. Replacement of product if a qualified installer with experience will show up for the job scheduled or full refund is this can't be achieved

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled replacement for August 19, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

******** ********

8/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two men came to my home to install a new kitchen floor, hallway and one bedroom floor. I had to pay them before they started the work. They damaged two corner walls of the kitchen, didn't install trim on certain parts of the project, used the wrong nails on the trim (it looked like white nails-but it was the white inside the wood) and scratched the new floor when moving the stove . I contacted the customer service department and was told someone would contact me within 3 days. Nope. I had to make several more phone calls. I was told the owner would come to my house to fix the problems. A man came with one of the original workers and I had to point out the mistakes. (In front of the worker- awkward) The original worker came back a few days later. He puttied the damaged kitchen walls, replaced ONE of the three scratched floor boards, and used a sort of marker (?) To color in the white from the wooden trim. The worker did not have a paint brush .........but offered to drive to town to buy one, so my husband told him that he would finish the painting. I feel we should be reimbursed for this. I emailed pictures to Empire Today and was told a supervisor would contact me on Monday. Nope. I emailed again and was told the same thing. Nope. The quality of craftsmanship was not up to par with the expense of the product and the lack of follow up is disappointing.

Desired Settlement: We would like a $400 refund.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and issued an accommodation to the customer as agreed. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

***** ******

8/16/2016 Problems with Product/Service
8/16/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Wednesday 6/27, I was told the price of the subfloor was approved by the Sales Reps Manager and that the original total price would not increase. The morning of 6/28, I finalized the installation procedure for the next day, Friday 6/29, reviewing the price and confirming how I was going to pay. A half hour later the Sales Rep called to tell me that his Manager's Manager would not approve the amount of the subfloor and I would have to pay an additional $528. (So now I am paying $1,000 for a plywood subfloor approximately 150 sq feet.) Of course I am going to agree to this since my installation is the next day and my house is torn apart. In any case, I had asked if I could change my payment terms to the 0% financing, Sales Rep said he would check with his manager. Around 5 p.m. Sales Rep called to tell me that they could not get a Sales Rep to stop by that night. I suggested that they have someone stop by the next day or we could split the additional cost and I will put it on my credit card. Sales Rep said he would check with his Manager. The Sales Rep called at 9:50 P.M. to tell me that his Manager said that "he would call me in a FEW days to review costs and that he had cancelled my installation for the next day." Unbelievable. I never said that financing was my only option and Empire knew this. Now my house is a mess in preparation of the installation, no one has returned my call although the time frame is 2- 3 hours. This is no way to treat a Customer or to run a business. This is totally unacceptable. Did I mention I am a repeat customer??? Not sure what happened to Empire as a business or if this is a Sales issue.

Desired Settlement: I want to believe that Empire does not operate in such a way as to make a customer emotional/physically invested in the new flooring/installation, change the price at the last minute and then be completely unprofessionally by cancelling an installation without cause. I want my floor delivered and installed timely and as originally agreed. If the Sales Manager made a mistake the Customer should not pay. Empire should pay. That is called accepting responsibility for one's Agent and is how ethical Companies respond to Agents' errors.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and all services were completed on August 13, 2016. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

**** *******

8/16/2016 Problems with Product/Service
8/16/2016 Problems with Product/Service
8/16/2016 Problems with Product/Service
8/16/2016 Problems with Product/Service
8/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire today left my house without installing the laminate flooring on my stairs. The sales person **** said he didn't know the laminate wasn't made for stairs. They said that they didn't make that type of laminate for stairs. I have a contract with laminate for the whole house including the stairs and they have not completed the contract. They didn't tell me when I ordered the laminate for the house that they don't have that type of laminate for the stairs. Now the customer service department is non responsive. I left messages for the installation managers, ***** ***** and ******* ******. I need empire to install the laminate on my stairs or hardwood flooring at no cost to me. If they told me that the laminate wasn't available for the stairs, I would have ordered my flooring from **** *****.

Desired Settlement: Empire needs to complete the flooring installation including the stairs, which is on the contract at no additional cost to me.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The local office contacted the customer to change the stair covering from laminate to wood, which is better suited for stairs. We thank the customer for their feedback regarding their order.

8/16/2016 Problems with Product/Service
8/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1st off we bought this type of flooring because of the warranties & the way the product was to stand up. 6 months in & the floor continues to fail. We thought spotting was from when water drips from our hands before drying them. Looked at Empires maintenance guide & we already followed the guidelines. Started noticing more spotting in other areas of the floor, under the kitchen table, under counters. It is also part shiny like new and other parts very dull. As if the sealant on the floor has failed. Called & spoke to someone that started reading the cleaning guide to me. I stopped her & requested an inspection. Inspector came 6-29-16 and took pictures of only the area near stove & kept stating the spots are from frying foods. I said what we never fry food. & pointed out areas near sink, under counters and patio doorway. He said he had never seen anything like it but it must be fried food. Also said it wasn't moisture under the floor & someone would call in a week. July 5th & was told it was fried food & for $439.00 they would replace a few boards. I said I'd need to discuss with my husband. Called back numerous time, finally emailed since I couldn't get through to company. Got a call from *******, she stated fried food & cost again. I asked if they replaced a few boards what about them matching & why would we pay for something under warranty I asked for the report. Was told the repairman would make decision on how many boards would be replaced if we paid. Was told they don't have a report & she said we could hire a 3rd party inspector & gladly sent me that info via email. I emailed her back requesting the report & pictures. She replied they don't have a report. I again sent an email asking why a large company wouldn't have either. Also asked for manufacture name. No response after that. Since it seems the overall flooring is failing why would they only replace a few boards, not even contact the manufacturer? We feel conned out of our money & this company isn't holding itself up to the warranty

Desired Settlement: Actually we aren't sure what would be best, that's why we are contacting the BBB. Our money back and we will go to another local company to have them replace the entire floor not sure I would trust Empire to stand up to anything else. We feel if Empire replaced we would again get bad product and be in the same situation with them and continue this nightmare.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We reviewed the customer’s concerns and believe them to be site related damage; such damage is not covered by warranty. The customer disagrees with our assessment, as such we have requested a 3rd party, independent inspection of the installed flooring.

8/16/2016 Billing/Collection Issues
8/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I order carpet from empire, a representative came out, took my order i was told that they could take out the old carpet and treat the odor of the surface floor before putting in the new carpet in. when the carpet installer came he had no products, i told him i was suppose to have the floor treated first he said he didn't have a note of it he said to call the company the next day so i did ,the installer showed up late by the way and didn't finish until 11 pm sometime. when i realized i called to complain about the odor they said they didn't do that kind of work. I told him that was one of the reason i went with the company when the representative came out. So i went back and forth with them about the carpet and the smell i told them that the house was suppose to be going on the market to be sold i paid for the carpet price of 3443.00. after getting no bids for the property because of the odor. I had to hire another carpet company who immediately identify the problem upon removal of the carpeting that showed dog urine tack strip that had never been replaced. it cost 250.00 to find out from the new carpet people who treated the floors to say that empire never pull up the old soiled tack board strip they just did a sloppy job they left glue on the new carpet glue on the walls on the foyer. i made several calls and complaints. i had to do the clean up myself of the glue , but my house was under sold for 10,000.00. because of there bad odor and work. i would like for them to either come get the carpet/padding and the tack board and refund my money of the carpet and padding if the work can't be done, because when i checked they do, do carpet cleaning work in their ads. The fact of the matter is that i'm not a carpet expect i cant see under the carpet when the work is done i trusted that the work would be done to satisfaction.

Desired Settlement: To refund or do the job again right.

Business Response:

We appreciate the customer contacting us regarding their concerns.

The installers found the old carpet to be very soiled with pet urine. We do not provide any services regarding such hazards, nor are we able to treat damaged walls and subfloor. However the installers were able to install the carpet as agreed.

Consumer Response:
Complaint: ********

I am rejecting this response because:Empire did not install new tac board which was part of the service and price. that was suppose to be done it on my receipt as new tac board  and it wasn't put in by mr rodrigues who intall the carpet. When the 2nd carpet company came out they said they left the old tac board.

Sincerely,

**** *******

Business Response:

We have scheduled with the customer to inspect the installed carpet and replace the tack-strips and re-stretch carpet.

8/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been deceived on numerous occasions about the products being sold and the time frame on which to expect them to be installed. We were told by 2 people it would take 1 day. Since then we were told 1.5 days, then 4 days and then the next day or two for the last 2 weeks! We am living out of boxes and most of our stuff is in our garage. They have broken lights, used my broom and ruined it, use the same rag to clean up toilet water and then on my cabinets and microwave without me washing it between times! They did not cover the furniture and now I have to dry clean all my curtains and furniture and they did not cover my cabinets so I have had to spend my free time washing out all cabinets, pantries and closets and every item in them! They keep promising it will be completed and when I call they say someone will call me back - no one does. I have sent pictures of the terrible work to the PM and nothing. Yesterday I was told by a lead that he would be here to do a walk around at 9 AM. No one showed. I called customer care and they said between 10 AM and 12 noon. It is after 1:30 PM and no one is here. No one is telling us the truth. They have wasted 2 weeks of our time, caused stress to our relationship and treated us and our home horrendously.

Desired Settlement: We do not want them on my property any more. We want to hire someone else to finish the job and the money we've already paid to Empire Today to be considered paid in full. They have not been professional, broken items in our household, have not completed the job, wasted half a month of our lives, our wages and upset and ruined many other parts of our lives. Like we've missed special family occasions to cater to Empire Today's crew schedule. We even bought the crew lunch 1 of the days! We can not get memories we lost out on, the financial losses, etc. The added stress and anxiety we are enduring and to have to pay someone else to finish the job is enough to not pay any more than we already have.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Repairs were completed under warranty and we’ve discounted the order for the inconvenience. We appreciate the customer’s feedback regarding their experience.

8/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a flooring issue with the laminate I purchased. After several weeks of trying to get an appointment scheduled, someone finally came to my home. The repairs to get the floor to settle down required several portions of trim along the walls and doors to be removed. The repairmen did not have the materials to complete replacing the areas where the trim where removed and said they had to order them and it would take a couple of days. This was ~8 months ago. I have been playing phone tag with an answering machine and 2 different managers (3 total managers since the issues began) at the Moraine Ohio (Dayton) location. I have had 3 appointments scheduled in the past month, and no one ever shows up. I am taking time off of work and losing my personal time waiting on people who do not show up or call. I then have the current manager, ******, call and say she lost her notes and wants to schedule an appointment....AGAIN. I have lost my patience with this organization and have no confidence in their ability to get my flooring completed correctly. I spent almost 9K on this project. I feel now that they have my money, I am no longer a valued customer.

Desired Settlement: Complete the repairs to the trim in a timely fashion so I can be done with this issue.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the completion of the installation for August 22, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

**** ******

8/15/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had laminate flooring installed in my home about a year ago. The flooring has already started curling up causing tripping hazards in my home. I contacted the customer service department and the people who came out said I would receive a call the next day to schedule a repair due to a manufacturer defect. After waiting over a week I called back to follow up with my claim and was told that my floor would cost approximately $1900 to repair and that it was not being covered as a manufacturer defect.

Desired Settlement: I would like my flooring replaced as I was told that it would be so that I will not have this safety hazard in my home caused by the defective flooring.

Business Response:

We appreciate the customer contacting us regarding his concerns.

 

Laminate floor was installed in Feb 2015 ;in June 2016 the customer contacted us regarding the floor buckling. While the one (1) year labor warranty had lapsed, we reviewed at no cost to the customer. Our review found high moisture in the damaged areas, possibly urine damage. We have offered repairs at the customer’s cost if the material is still available from the vendor.

Consumer Response:


Complaint: ********

I am rejecting this response because:

I was not told anything about moisture. The men that came and inspected the flooring said that it was a manufacturers defect and their supervisor would contact me to schedule the repair. Now all of a sudden it's moisture with the additional insult of "urine". I contacted them multiple times before June with no response. It is not good business practice to tell a customer one thing then do something else. This has been a horrible experience in addition to what it seeming to be a waste of several thousands of dollars.

Sincerely,

****** ****

8/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We just had a recent carpet installation and are very unhappy with the job. First off, the installation professionals were wrong several times about the timing of the job- I was told 1pm, then 2pm, then 3:30pm, with no explanation. When I got home from work, the job was still not complete, with my 2 year old being “stranded” with her grandparent’s in our family room for quite a while. The installers did not clean up after themselves, leaving bits and pieces of carpet on the new carpeting and on the flooring in all of our bedrooms, bathroom, and entry way. With a 2 year old- this was not good. I understand this was likely their last job of the day, which was apparent from the way they treated us and appeared to “hurry” the job. Also, the order form called for a “********* Finish” on the stair steps which was discussed with our representative who sold us the carpet. This was not done on our stair steps which was VERY disappointing. When the installers finished they felt almost threatening about signing the paper saying I was happy with the job. My husband was not there I was lone there with my 2 year old, and did feel as though I had to sign off on the job. In all we are very unhappy with the job. I do not know what can be done to remedy this situation but wanted to speak up so that others do not have the same unfortunate experience.

Desired Settlement: I would like to have the job performed as described in the contract.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the replacement of the carpet on the stairs for August 16, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

******** *******

8/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 06.05.16 - so this has been going on for 2 years. I keep getting a call from customer service.... this was the 3rd -4th call asking if we have resolved the situation. No, we have not. Our floors continue to deteriorate at an alarming rate. So today I get another one of those calls and again I talk to the, very nice, lady about the issue and she has her notes so she gets up to speed where we last left off, but leaves out the part where in March she was escalating it to the home office whom I NEVER heard from. So today she says she is escalating it to their Regional Manager ..... o.k. been here before. So, surprise, I get a call from a *** ******* who says he is the regional manager. He starts out the conversation that he received a message to call me. I said, well, I didn't ask you to. He says that customer service told him to call me but doesn't know what the issue is but he is always "willing" to talk to a customer. Seriously? After this has been going on for 2 years the nice lady doesn't include a chronology of what has been happening for his review or he doesn't pick up the phone and ask the nice lady what the issue is BEFORE calling me so I don't have to go through 2 years of explanations? So after he said that he is "always being willing to talk to a customer" He said "well what can I do for you?" I was so totally shocked that he had not taken the time to find out "what he could do for me" that at first my mouth just dropped, then I got angry and I said "well, maybe you should talk to her (the nice lady) who sent the message "telling him to call me" so he would have already have been briefed. I said "well maybe you should call me back when you know what this is about instead of just calling and asking me what you could do for me" and I hung up. What an insult. They can't take the time to find out what the issue is before calling me? I am just totally in shock at the incompetence and utter rudeness of this company.

Desired Settlement: I would like them to replace the hardwood floors in my living area where the damage is so bad. The floors should be standing up to everyday living in a living room, if they do not then either they recommended the wrong thing for our living situation or the floors are inferior. So either put in a different material that will work for us or replace the inferior product on our floor... but must match with the rest of the house because they put hardwood in our whole house for over $22k.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The damage to the installed floors are caused by the customer’s pets. This type of damage is not covered by warranty.

 

On July 14th, the local office contacted the customer and offered to work with the customer’s cost of replacement by extending employee pricing as a courtesy. We have offered to send samples for review, but the customer advised they are in the process of other home improvements and will not be ready for flooring until the next year.

 

We look forward to working with the customer on her future flooring project.

Business Response:

We’ve been able to come to an amicable agreement to resolve the issue with a partial refund.

Consumer Response:
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,

****** ******

8/14/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Salesman was a day late showing up to begin with. He gave an estimate for laminate flooring and carpet. We signed contract, gave down payment and set up the balance on a 12 month same as cash thru their finance company. He scheduled installation for July 11th and the 13th for carpet. Then company called to move schedule up to July 8th for laminate install and July 11th for carpet. Friday was a no show, no call from Empire. I called them Friday and was told installers van broke down. They showed up Sat. July 9th. Worked 9th and 10th. Another no show, no call the 11th. Came back the 12th, told me they called in sick to Empire and Empire was suppose to inform us of that. Finished laminate on the 12th. We noticed a problem with the laminate within 2 days, called Empire, was told they'd schedule a repair.Carpet was scheduled to be installed July 15th. Again, no show, no call from Empire.I called them, said carpet would be installed the 18th.And laminate repairs would be made July 21st. After speaking to managers and getting nothing resolved, I asked to have a corporate manager call me.Empire called and said carpet was scheduled for July 25th. She called on Thurs. 21st and said she'd find out what the problem was and call me back on 22nd. Corporate manager called and offered to make monetary adjustments, laminate repairs date and carpet install dates for the week of July 25th. She stated she would return my call Friday evening to confirm these exact dates. No call from her. July 25th,Empire called and said they would install carpet August 13th. Still no date for laminate repair.At this time, I'd like refund of all money, cancel carpet order. Remove laminate because of improper installation.

Desired Settlement: Refund all money for both carpet and laminate. Cancel carpet order and installation. Removal of all laminate.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, cancelled the carpet order and refunded the deposit. We have also refunded their laminate order as requested. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

****** ******

8/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Empire and told them some of laminate flooring have chipped and gaps were showing up in the floor The crew showed and cut the damaged laminate out but couldn't replace, they used wood putty to fill the gaps when they couldn't force the gap to close. I have had padding showing for weeks waiting while empire said they had to order the laminate. I have tried to work this out but no one at empire will return my calls.

Desired Settlement: Send the crew and material to correct the problems

Business Response:

We appreciate the customer contacting us with their concerns.

 

The local office has been in contact with the customer and we have ordered the needed materials for repair. Once the materials have been received, we will contact the customer to schedule at their earliest convenience.

8/13/2016 Problems with Product/Service
8/13/2016 Problems with Product/Service
8/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Fair Credit Act - Empire Charlotte NC We had a Free consult years ago and declined to use the service. This account is so old it was set up with ** credit then to synchrony and the account closed due to never being used. PMAB is calling for a Empire bill held by ***** ***** now for $300.00 I do not owe and it is NOW on my credit reports. I was refused a loan recently due to this incorrect data.

Desired Settlement: THIS can impact my employment and my childs applying for colle** loans. Correct my credit report ASAP with ALL 3 agencies. Contact PMAB and explain I did not nor have I ever had an account balance with you ALL. Send me a letter showing all this was taken care of and your error. ASAP

Business Response:

We corresponded with the customer by telephone and email on July 26th and we were advised that this issue is not related to any order or account with our company.

8/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Beware! This may be a bait and switch scam. The flooring salesperson **** (allegedly of ******** WI-he conveniently had no business cards) promised no issues with installation and that the price quoted was the total to be charged. Installers/sub contractors) show up and proceed to tell my wife that due to problems with the existing floor, it will be an additional $1,200 for plywood underlayment. (are these 4x8 sheets of aluminum?)! After 1 hour and 7 minutes on hold - hoping I would hang up I guess - on their 1-800 number I got no satisfaction and basically was sent in an endless loop of phone tree pass offs. Absolutely the worst customer service I have encountered in any business. No one has a direct phone number, no one can be reached, you are basically screwed as soon as the salesmen leaves your house. It is my opinion that flooring is merely a front for Empire's real business which is 29% financing. - a dirt floor would be preferred to having these shady characters in your home.

Desired Settlement: I want written confirmation of the refund promised

Business Response:

We appreciate the customer contacting us with their concerns.

 

Per discussions with the customer, the cost for take-up of the old flooring was removed from the order.

8/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Signed agreement May 25. Install May 31. May 31 called with time of arrival then 10 min later told didnt have in stock negotiated refund of $700 for wasting my day off work. Carpet installed June 1, flooring to be installed June 2. ended up calling them they still didn't have in stock, but unwilling to compensate my day off work as they say they had already compensated to their limit, had to make profit (at my expense).Flooring started June 8-9. flooring not even with tile (tripping hazard). Stairs nose piece not same color as flooring as had been told it would be.Stair work uneven and loose. Said they will look at in am ( I showed the worker the poor cuts and poor workmanship before he left he said "No house is perfect" I said exactly you have to cut to match the stairs. Got the bill from bank I paid $495.00 but on statement only shows $350.00 and what about the $700 they promised to take off the bill? Your company has poor business practice in Las Vegas. I have been talking with James.

Desired Settlement: Do the job you agreed to ! Put the flooring in correctly give me the refund you agreed to and get out of my life.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and come to terms on a monetary accommodation. We will also schedule the repairs to be conducted after July 12, 2016 per customer request.   We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Complaint: ********

I am rejecting this response because:yes I have been in contact with Venus. As of now the offer is being researched. There has been NO agreement.

Sincerely,

******* *********

Business Response:

Customer has been offered everything he requested, but advised he was on vacation until August 16th.

8/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want all who read this to know about my personal experience with Empire Today flooring company and decide whether you would want to suffer through the same experience as I. I had seen many of their commercials from my home in California to Colorado, where I eventually moved. So, it was my assumption that they must be a reputable company and I had not heard of any negative experiences about them. This could not have been further from the truth though. The salesman came to my home after I had initiated a estimate appointment. That was the very last time I saw him, as he was no where to be found after the initial sales appointment. He brings an **** for the purpose of signing you up and, because this was my first experience with a flooring company, I did not know what was to be expected or better yet what I should be watching for. Just before install, Empire's confirmation department calls to confirm the amount that is due prior to install and to take payment. The figures has changed by $137 from the agreed upon amount between myself and the salesman. I am forced to spend about an hour in call time to rectify this discrepancy, prior to the installer appointment. Finally, the installers come. The hardwood installer was first. He did and excellent job and trimmed the doors around my hardwood floors to assure they opened and closed properly, as not to damage the newly installed floor. At this point, I am under the impression that things will go smooth from here on out. Again, I am sadly wrong. The carpet installers come the next day to install the carpet. By the way, this project cost me $4,250. So, I expected that level of service for that level of cost. My home is only 1000 square ft. The carpet installer's proceeded to remove all doors on my property to make the install easier. After the completion of the install of the carpet, the doors were not put back on and the installers proceeded to leave. I asked what about the doors. They claimed that the doors will not f

Desired Settlement: They claimed that the doors will not fit back on because of the carpet. I asked if they were going to shave the doors to fit, as the hardwood floorer had done. They said no, because they do not have the tools to do such. I called and complained to Empire corporate. They promised to make it right and scheduled for a person with the right tool to come back out. The day of the supposed scheduling the person from dispatch called and left me a voicemail that she was cancelling the scheduled appointment, because the subcontractor said I agreed to take care of the doors. This was a lie and how could this be when the subcontractors did even speak English. It was impossible to communicate with them. I again called corporate and they agreed to fix the problem and get me scheduled for the repair. The repairer called me to schedule a time. I really thought it would get done this time. The day before the installer was to come on a Saturday, he called and said he could not make it. He claimed he wou

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and all services were completed on July 30, 2016. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

******* *******

8/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The laminate flooring used was damaged. Scratches through . An examiner from Empire Today inspected the floor and said that at lease 40% of the materials used were damaged.

Desired Settlement: After waiting 2 weeks for them to decide how to handle this, I want either the entire floor replaced or a reasonable deduction from the original cost.

Business Response:

We appreciate the customer contacting us regarding their concerns.  We inspected the floor to determine the root cause of the customer’s concerns with the flooring.  The inspection determined the installed hardwood flooring was free of manufacturing or installation defects and all concerns were customer expectation of the laminate. Empire has spoken to the customer and for customer satisfaction and goodwill has offered replacement of the laminate floor with a different laminate of equal value at no additional cost to the customer. We have an appointment for the customer to view laminates on August 16, 2016. Once the customer has selected a different laminate we will contact the customer to schedule the replacement. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

**** ******

8/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: October 2012, I purchased whole house wall to wall carpeting during a 50/50/50 discount period with Empire Today carpeting. Prior to that, my home had been carpeted at time of sale in 1998; 18 years ago. Although it still looked good, someone's dog I was fostering did all her business on my carpet for several months and it smelled pretty bad! The day this Empire was installed the dog left with the old "pee pee" carpet. Remember I said my old carpet looked good? This 50/50/50 carpet from Empire has already wrinkled in less than 4 years. I presented my complaint to Empire who told me the warranty did not include wrinkling. They would send an installer to stretch it to the tune of $250 per room! After more discussion, that was reduced to $500 total! After threatening to expose this defective carpet company on FB, the fee was reduced to a total of $400. I explained that I did not have $400 to throw at a problem that should not even exist!

Desired Settlement: I would like the carpet stretched to remove the wrinkles at no charge to me in a timely manner.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The one (1) year labor warranty lapsed on the customer’s carpet in 2013, however for customer satisfaction and goodwill, we have offered to re-stretch at no cost to the customer. The installers arrived as agreed, but were unable to perform the service as the carpet is in disrepair. We have requested a 3rd party inspection to determine if there are any manufacturing concerns with the carpet.

8/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid Empire Today over $900 to carpet our den. A salesmen came out and I explained exactly what I was looking for and showed me a few samples. My husband and I spent time to chose one that we liked. We laid out the samples, stepped on them, sat on them and picked a soft choice which we wanted as our kids would be laying and playing on it daily. The installers came out in an unmarked heavily dented van and installed the carpet. They did a decent job however they removed our heating vent ends and now we cannot get them back on. They also scraped the paint off multiple places of our newly painted trim. When they were finished I noticed that the carpet was absolutely terrible. It is extremely thin and you can easily feel the rough bottom of the carpet through the fibers. It's scratchy to sit on and hurts your hands if you push on it to get up. I tried talking to the installer but he didn't speak English well and they had collected payment already so they told me to contact the company. I called empire and they sent an inspector out to the house. The inspecter 100% agreed with me that the carpet was extremely thin and rough. He said to me directly that you should not be able to feel the underside of the carpet like that. He submitted his report and said they would get back to me. Over 2 weeks later I get a call from Empire saying there is no defect in the carpet so if I want different carpet installed then I will have to pay them more money for it. I am absolutely disgusted with this company and I feel I was completely scammed. Despite being told that this carpet is a popular style, I don't know anybody who would ever want a carpet that is so thin that it is painful and scratchy! What was installed is nothing like the sample we were shown. I would not pay this company another dime.

Desired Settlement: I either want new carpet installed or a refund so that I can go to a company who will actually install decent carpet in my home.

Business Response:

We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer. We have offered to replace the carpet for customer satisfaction and goodwill at a deep discounted cost to the customer. The customer stated they would discuss the offer with their spouse. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Business Response:

Our internal inspection found no defects with the carpet, as such we are unable to file a claim under warranty. For customer satisfaction and goodwill, we have offered to replace the carpet at no cost to the customer. Our offer to replace the carpet with an upgraded style at no additional cost is still available if the customer wishes to reconsider. We appreciate the customer’s feedback on their experience.

Consumer Response:
Complaint: 11514802

I am rejecting this response because: Why do you keep saying the same thing? The new carpet has already been installed! After my THIRD rejection to get it replaced I hired another company and I have repeatedly told you that. I also told your representative over the phone that as well. I absolutely do not believe the inspection report showed no defects. I have 2 witnesses to what the inspector said to our faces when he inspected the carpet. I have tried to be nice and not leave negative reviews for your company all over the Internet but if this does not get resolved then I absolutely will be sharing my experience as other consumers need to know what they are getting into. The carpet on the sample was NOT the same that was installed in my home and my husband and brother in law have no problem testifying that YOUR OWN inspector said that the carpet should not be like that. My husband was also present during the carpet selection and felt the sample as well. I have notified our lawyer over the situation but would really rather not go down that road but I was scammed by your business and as I said before I will NOT let it go. 

Sincerely,

Nicole *****

8/9/2016 Problems with Product/Service
8/9/2016 Delivery Issues
8/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 28th, I was having my hardwood flooring installed. The installers were supposed to remove the vinyl flooring in the kitchen/eating nook and laundry room. They did not do this and I called the 800# to inform the company. The CSR had to leave a message for the installation manager. I never received a phone call back. The floor is not even and even sinking around the island due to improper installation.I also informed my sales representative about the issue. He said they need to come back out and fix this When I received a call a week later about the carpet installation, I asked about the hardwood floor issue. They said they would come out on Saturday, July 9th to fix this issue. No one showed up or called me on Saturday. When I called them at 10:30/11am, that no one has called me or showed up, they told me they would try to do what they can, but since it's a Saturday, they can't do much. It is now Wednesday, July 13th and STILL no call. All I want is my floor to be installed correctly and professional courtesy, which I feel like I have not received either.

Desired Settlement: I would like a billing adjustment and for the floor to be installed correctly and fixed where they did not install it correctly.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We have contacted the customer regarding the issues and repairs under warranty, at no cost to the customer, are scheduled for August 2, 2016.

Business Response:

Service was completed on August 4, 2016. The regional manager left a voicemail for the customer to discuss the accommodation.

Consumer Response:


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 returned their call and informed them that the issue has now been resolved.

Sincerely,

*** ******

8/9/2016 Delivery Issues
8/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered top down bottomy up window treatments for a specified size. Empire Carpet advised me they would install them by July 1, 2016 and failed to do so. They then advised me they would install them July 16, 2016 but again failed to do so. It was not the product I ordered or the correct size. The installer took the merchandise with him. He provided me with two forms admitting it was the wrong product and size. Under these circumstances, I seek a full refund of the money on paid to them because the failed to provide me with the product I ordered as promised. Yet, they are refusing to do so in violation of consumer fraud and protection laws.

Desired Settlement: A full refund of the money I paid.

Business Response:

We appreciate the customer contacting us regarding their concerns.

The order has been canceled per the customer’s request and the deposit payment refunded in full to the credit card used for payment. We apologize for any inconvenience.

8/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Improper install. Multiple weeks without any action to help resolve. We have called multiple times without return call. Managers never call back!! I'm paid in full and my carpet and laminate floors are damaged by install. Empire has ZERO interest in helping at this point. My floors were installed 4-30-16 not even 90 days old!!!!!!

Desired Settlement: I just want what I paid in full for!!!

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Service was completed on July 20th. We apologize for any inconvenience this matter caused.

Consumer Response:
Complaint: ********

I am rejecting this response because: as of July 26-2016 I  I am still living with the carpet unfinished and my transition to the new laminate floor still damaged.  Several people have looked at the problems but no one has fixed anything!

Sincerely,

**** ******

Business Response:

Services to the laminate floor and carpet were completed on July 28th. We appreciate the customer’s feedback regarding their orders.

8/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Back in the spring, I ordered laminate for a living/dining room and on May 31, 2016, only half the job was completed due to foundation issues. The sales representative assured me via text and email (I have records from Mr. ****** *****), that the price would be adjusted. We are on the second billing cycle and nothing has been done. I've attempted to call and received a response that there is a large pile of paperwork to be done and it will be adjusted by the next billing cycle. Here we are and I am still paying on a price that is approximately 60% more. I've called twice and was on hold for over 30 minutes each time to get nowhere. My cell phone bill cannot afford to pay for their delinquency or delay in processing an adjustment. I would like this handled as soon as possible.

Desired Settlement: Adjusted billing and credit for the amounts that I have to pay double since it is not the correct minimum payment.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The adjustment of the purchase price was executed as agreed on July 15th, to the customer’s finance account.  We apologize for any inconvenience.

8/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 6/25/2016 we contracted with Empire to install one room of carpet on 7/9/2016, with their LLC out of Tampa, FL. We were told that they install would be between 1-3 PM. At 3:05 PM the installer calls says will be 2-3 hours late. Then at 5 PM calls and says not coming at all. Tried to get someone at the Customer Service number, was a waste of time. Finally talked to a floor supervisor, ******, she said could not get a hold of anyone, but some one would call me back. Saturday came and went. I called again Sunday at 10:40 PM and again waste of time, was told no one working today that can help me. Very poor service, no one cares to follow-up with customers, this company doesn't care about little jobs and put a bigger job in front of my scheduled appointment, this company just took advantage of me and no one at Empire really cares about CUSTOMER SERVICE.

Desired Settlement: Someone in Senior Management, VP, Owner calls me, compensation for my wasted time/day, failure to meet contract obligations, full fill the contract as I paid for, answers as to why no one is available for management decisions on weekends and why no one follows up on the installers or customers, a direct contact other than the ridiculous Customer Service number.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The local office contacted the customer and rescheduled the installation for July 13th. Installation was completed as agreed. We apologize for the inconvenience this matter caused.

Consumer Response:
Complaint: ********

I am rejecting this response because:
I was told by floor mgr. ****** that I would be getting a $100 refund on my credit card and I have not received the credit nor any correspondence as to the credit has been issued.
Sincerely,

***** *****

Business Response:

The credit has been processed to the customer’s credit card as agreed; please allow 5-7 business days to be completed through the system.

8/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have received extremely poor customer service from this company since attempting to get new carpet installed. I am a repeat customer and did not have this much trouble the last time I purchased carpet from them, which prompted me to return again. I have had excessive issues to report to them in this carpet purchase process and have been given the runaround with the phone calls to customer service. I have been left on hold for excessive amounts of time and then they come back WITHOUT a resolution, only to say that someone will call me back later, which doesn't happen. I have been the one making all of the calls except for two out of twenty-five! All customer service reps have been completely incompetent and ignorant in resolving reported issues (except ***** and ******…these two guys actually behaved professionally and made some progress with the two issues presented to them after I was blown off by so many others there). I have wasted countless hours on the phone with representatives trying to get them to correct the square footage that the sales rep first reported and to provide me the customer service I deserve. Unbelievably the sales rep originally documented an overage in square footage that she was over-charging me for to begin with, yet, somehow they keep sending installers to my home with a shortage of carpet, padding and tacking supplies. I have rearranged my schedule twice so far and wasted my valuable time to accommodate their lack of professional follow through and service. I have waited on installers on two occasions only to NOT get my carpet installed. This company does not ensure accuracy or customer satisfaction and expects the customer to tolerate their errors and poor customer service. I am tired of getting the runaround and rearranging my schedule to accommodate their incompetence. I have exhausted all patience with this situation and expect a resolution to my satisfaction.

Desired Settlement: To compensate me for the on-going, excessive inconveniences, poor customer service and additional time that I will have to accommodate a THIRD installation appointment, I want a credit adjustment of $250 applied to my current balance of $958. Additionally, I want the correct square footage measurements properly documented into their computer system and the assurance that the next installation appointment will be satisfactory with all necessary carpet, padding, tacking, etc. provided to the installers for completion of order, as well as provide me an installation appointment of my choice with the same installer that performed the work for me on my previous carpet order.

Business Response:

We appreciate the customer contacting us regarding their concerns.

Installation was completed as agreed with the requested discount. We apologize for any inconvenience.

8/7/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was to have carpet installed in my home on July 13,2016. I received a phone call from Empire late that morning canceling my appointment due to their installer not showing up for work. I was rescheduled for Tuesday, July 19 and verbally given $100.00 off my total amount due. On the day of the second installation appointment, again, I received a late notice cancellation. This time, citing the installer's van had broken down as the reason. I spent hours on hold trying to get Empire to correct the issue and make it right. All they are willing to to is schedule a 3rd installation for July 26 and verbally give me an additional $100.00 off my total. When I order through a company, I expect the company to deliver the results promised. Empire has not held up their end of the contract and I expect a deeper level of professionalism from this company.

Desired Settlement: I expect my carpet to be installed on the installation date and for a reduced amount. I would also expect to see this company improve their honesty and integrity as well as professionalism of their employees.

Business Response:

We appreciate the customer contacting us with their concerns.

 

The customer requested to cancel the order. We have refunded the full amount of the deposit payment back to the credit card. We apologize for any inconvenience this caused.

Consumer Response:
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,

********* *********

8/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The following is a copy of an e-mail that I sent to the CEO (***********@empiretoday.com) and VP (*******@empiretoday.com) of the company on July 16th that describes my issue with EMPIRE: I put a down payment of $500.00 dollars cash on a purchase of *** flooring, with a balance due of $4380.00 upon installation. I purchased the flooring from salesperson ***** *****. The day of installation was set for June 13th. Monday. My husband and I worked diligently to remove as much of our furniture and personal items as we could to the kitchen and garage in order to make the installation go as easy as possible, even moving a piano to my kitchen. The two installation employees arrived at my home at approx. 11:00 a.m. They pulled the carpet up in one of the bedrooms and the previous installer of the carpet had glued the under padding to the whole floor. They said that it was too much work for them to get it up and they could not do the job. I told them that not all the carpets were installed by the same company and possibly the other rooms were not in the same situation. They pulled a few corners up throughout the house and showed me glue around the edges of the other rooms. They then removed half the carpet from one room and called an individual named **** *********** (I think) who I spoke to briefly and I told him I understood it was a big job and asked him what we should do. He said he would call me in the morning to discuss further resolution to our problem. The installation employees left my home at approx. 12:45. Meanwhile, Monday later in the day I contacted a person named ******* on your 1-800 # and asked that they at least come back and remove the carpet so that we could see how much glue was in each room and what we were dealing with and set a new installation date of June 27th, thus allowing two weeks to try and resolve the issue. She said some one would call me in the A.M to schedule the carpet removal which is in my contract. I did not receive a call back from **** *********** or anyone else to establish a resolution. So on Tuesday afternoon, June 14th at approximately 13:00 I called and talked to a gentlemen named ***** and explained once again the issue that if we didn't take up the carpet, that we would not be able to move forward with clean up of floor. He gave me a reference # 1-********** and said someone would call me in the next 24 business hours. I did not receive a call, so on Wednesday, June 15th at approximately 19:30 I called once again and spoke to **** who once again assured me that someone would call me today and gave me the extension number to **** ***********. I called the number twice this afternoon and the voice mail is full and will not take any messages and once again no one has called me yet today???? I do not know what to do, I am not a flooring expert but I have talked to several people who have had carpet removed and the companies that they have used have removed the glue from the floor. I understand that it is quite common for carpet to be glued and nailed around the edges, so now I am surprised that your employees said that it is unusual. I do think that glue on the whole floor is extreme and would be difficult to remove, but to just leave without any sort of help or resolution is poor quality. I would be happy to work with you if only someone would talk to me and come up with a resolution but now I am so upset after initiating every call with no call back at all, what a shame. I would never run my customer care this way, I can't I am in the medical field and my customers (patients) would die. Please either refund my money to me or be the reputable company you advertise yourselves to be and fix my flooring ASAP please I am tired of having a piano in my kitchen and my home in turmoil. The flooring was to be installed in three bedrooms, a hallway and living room. After my e-mail was received I received a call from the regional manager **** or **** ****** (I think) who said it was not uncommon to have to deal with glue under a carpet flooring but they usually saw this in non-residential places and they had equipment to take the glue up and that he would send different installers and made an installation date of June 23rd and 24th. The installers came on the date and one of them was the same guy named ****. **** looked at the glued floor again and said it would be really hard for them to scrape the glue up so I said well let's call your company and see what they want us to do. He said he could get the glue up for $150.00 just between us and to not call Empire. So by this time I just gave him the $150.00 to get the flooring done. So the flooring did get installed by the 24th however they did not have the correct color of quarter round or transition strips so we had to set another date for that. We set a date of July 7th for the rest of the installation of quarter round and I received an e-mail from Empire that the installation would be done on July 7th, which I still have. I had to go to work so my 77 year old father gets up early and comes over to wait for installers, finally around 10:00 a.m. I called Empire and talked to ****** who stated that my installation was not scheduled for July 7th. I told ****** that it was going to be scheduled on my time this time and that would be this Monday (my off day) July 11th. After her call a man named ****** called me from Empire and asked me what was going on with my flooring so I retold him the issues. He assures me that the job will be complete on Monday, I guess we will just have to wait and see. Meanwhile, my house is a mess and most of my furniture has been in the garage for weeks!! I also sent this to the BBB and the following day a gentlemen by the name of ****** O' ****** called me and apologized many times and said this is not the way Empire conducts business and assured me that they would be out Monday July 11th to finish the floor. I also received an e-mail from them confirming the date. Well Monday came and no one called or showed up so I called ****** O'****** (************ ext: ****) at approximately noon and he said he was sorry and would call the local corporate offices and either he or they would call me back by the end of the business day to reschedule again. NO ONE CALLED ME! At this point I don't know what to do, I have been patient but I am so tired of living with half my household items in the garage. I have kept them out there so that it will be easier for the installers. Do you have any suggestions??? Also they have been paid in full.

Desired Settlement: I want the quarter round and transition strips installed as per my contract by the end of this week July 15th and I don't want Empire to tell me they are coming and inconvenience myself or a family member and not show up, very rude, disrespectful and unprofessional. This has been done twice with no phone call or explanation.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Services were completed on July 14th. We apologize for any inconvenience the delay caused.

8/6/2016 Problems with Product/Service
8/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire Today was to come out to my home on July 9th the repair my floors. They didn't show up or call to reschedule. Have tried to contact the district manager but have not received a response from her either. I feel like that my floors should be repaired for free considering they wasted my time by not showing up during their scheduled appointment.

Desired Settlement: I would like my floors repaired for free.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Repairs were completed under warranty at no cost to the customer on July 15th. We apologize for any inconvenience.

8/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had Empire Today install Hardwood floors in my entire house back in Dec 2012. The installation had 1 year warranty. In 2013 Oct I had called empire regarding dents and squeakiness in the flooring in many places. Empire had a third party company come and look at my flooring and they suggested that the installation did not follow procedure to nail down the hardwood properly in places where it was squeaking. This was recorded within the 1 year installation warranty. I could not get hold of empire personnel to fix the issues that were recorded and I called them many time in this month and couldn't get hold of the customer service as they kept saying someone would call me but no one did. When I said I will complain in bbb they had someone on the line. They suggested that I should pay someone to come back and re - assess what they have already assessed and that I should pay for the repairs as it is 3 years after warranty now. Even though they recorded these problems in their system within 1 year of warranty. They also sold the product with lifetime warranty and the hardwood is dented and squeaky and very or quality. I paid 17000$ for this. I am not asking bbb to address every issue I am just asking that they should at the minimum fix what they agreed to fix when they had the third party come and assess the flooring. Thay are not even willing to fix that.e

Desired Settlement: I would like to see them fix the issue that were recorded in their system when the product was under warranty

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Customer was installed in December 2012 with hardwood flooring. In October 2013 the customer complaint of dents/dings, as well as squeaking in the hallway.

 

3rd party inspection was completed in November 2013. The inspector found the dents to be usage/site related and not covered by warranty. The inspector also found an irregular fastening pattern in the family room/hallway. Repairs were offered to correct the fastener issue, but the customer did not follow-up despite the market attempting to reach them several times by phone and mailing a letter. Customer contacted the market in May 2014, and again did not follow-up.

 

The customer has now contacted us again at the end of June this year. The local office has internally inspected the installed flooring for needed repairs and is determining next steps as the floor is well out of labor warranty at this time.

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

 

I would like to know when the business has contacted us. They contacted me once and told me that they will call back to schedule someone to setup a date. Regardless, they agreed to fix the problems and they should be fixing it as the while floor is sqeaking everywhere and even with one year labor warranty. When they sold us this product they quoted high quality workmanship and lifetime warranty on the hardwood and it dents on a drop a remote . This is regular wear and tear that we are talking that is not up to the mark. I want them to tell me what their lifetime warranty supports because right now,. I have a product that is sqeaky all over and the dents and chips very easily.My 18 year old contractor grade hardwood in my kitchen where the wear and tear is more has held up better than this hardwood that is just 4 years old. 
Sincerely,

***** *******

Business Response:

The local office spoke with the customer on Tuesday, July 26th and advised that we have authorized full replacement under warranty. As the previous product is no longer available we have scheduled to show in-stock samples for the customer’s reselection.

8/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 5/20/2015 purchased laminate flooring for 1/2 of the main level of our house,with the promise from our salesman this product would be available for the other 1/2 when we'd be ready to purchase in a year at the same price 4/2/2016 met with new salesman to purchase more flooring,but told that the product was discontinued& he left with no resolution April 2016 Multiple unanswered & unreturned phone calls & missed appts.with our salesman 5/2 Spoke to **** in cust svc who spoke to our salesman,who claimed he never committed to missed appts& he hadn’t called back because he was waiting for answer from mngr 5/7 Began dealing w/** ******** Reg Mgr instead of salesman 5/14 ** told us he found matching product in a warehouse and he would honor the 2015 price. 5/20 met with **, signed the contract, gave him $200 deposit & sched install for Sat 6/18.** was to provide primed ¼ round a week before install so that we could paint & have it ready for the installers 6/10 called ** to ask about ¼ round.Told us it had not come in yet and had no guarantee that it would arrive in time.Told him that we would buy our own ¼ round locally& subtract from our bill - he agreed 6/16/ called cust svc to get ETA for install on Sat.They told us they were glad we called as our appt had not yet been confirmed.They confirmed our appt with an arrival window of 8am-6pm. We said that we had to buy our own ¼ round & would take that off the bill.They said they’ve never heard of a cust. having to buy their own product& our salesman would have to submit paperwork to adjust the bill 6/17 called cust svc again because Ed wasn’t answering our calls.They noted our acct for the installers to contact them to get the correct price.Confirmed again that we were on the sched for install next day Sat 6/18 & should expect a call at 8am to give us an ETA 6/18 9am we still had not heard from the company so we called cust svc.We were then informed that they had a shortage of installers &would not be installing our floor

Desired Settlement: We want Empire Today to do the job, as scheduled, with no further delays. Alternatively, we would accept the flooring product, uninstalled, so that we may hire our own professional installer.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken to the customer. We have placed an order to obtain the materials that needed to complete installation for the customer. Once materials, which are on back order, have been received we will schedule the service to be completed at the customer’s convenience.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Business Response:

Service was completed as agreed on July 26th. We apologize for any inconvenience this matter caused the customer.

Consumer Response:


Complaint: ********

I am rejecting this response because:

There was no communication from the company from July 19 until July 26. We needed to confirm with them that they actually had the materials in stock in the ****** warehouse to complete our job, and we needed to know when they planned to have installers at our house to do the work, so that we could arrange for someone to be at home at the scheduled time. We both work full-time jobs outside the home, so advance notice is absolutely necessary. On the morning of July 26, we received a voice mail on one of our cell phones stating that the installation crew would be at our house THE SAME DAY between 1-3pm. No advance notice, no regard for our schedule whatsoever. We scrambled to get time off work to be home at the scheduled time, only to have the crew show up at 4:45pm - not within the 1-3pm time window. If we had known this, we wouldn't have had to waste time off from work. At this point, the job has been completed and we don't see any issues with the work so far. It is simply unbelievable to us that a company can treat customers this way, with nothing more than a "we apologize for any inconvenience," and still end up with an A+ rating with the Better Business Bureau because the complaint has technically been satisfied. We will NEVER again do business with Empire Today, and recommend that no one else does either.

Sincerely,

***** **********

8/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had carpet installed from Empire Today Las Vegas last week. First, they let us know that installers would arrive and move furniture. They sent ONE man in a pickup truck. He took 4 hours to carpet 2 rooms. The main issue is that the salesperson DID NOT measure properly. The installer let us know that the carpet is 3 inches too short. So, we now have a CROOKED SEAM where he had to cut a portion to makeup the difference. UNACCEPTABLE.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

A new 15 foot piece of carpet was ordered for the bedroom in question, and replacement scheduled for July 23rd. The installers arrived as scheduled, however the customer was not at home. After leaving several telephone messages and waiting an hour at the home, the installers left the job site.

 

We would be happy to reschedule the replacement at the customer’s earliest convenience.

Business Response:

We have offered to reinstall the carpet in multiple ways to minimize impact of seam but customer has declined all options. For customer satisfaction and goodwill, we have agreed to a partial refund.

Consumer Response:
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,

****** ******

8/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I scheduled an appt on 07/07/16 BTW 6-8pm no one showed up. I called to see why they told me the store didn't receive my request yet I had a confirmation email confirming my appt. I rescheduled for 07/09/16 btw 8-10am and again no one showed up. I called again to see what the issue is and they couldn't tell me anything. The lady just apologized and offered to reschedule. I told her no that this is rediculous that I had rearranged my schedule two times now for this appt and they can't tell me why no one shows up and just offers to reschedule. I told no just for get it and that this is just really bad customer service and they will not be getting my business or anyone I know business that I will make sure to share my experience since I am obviously not a valued customer and nor do they want my business. Their advertisement says someone will be at your house the same day or by appt, nothing but a false asvertisememt .

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The sales manager contacted the customer by telephone and offered to reschedule the sales appointment with a discount for the inconvenience. We apologize for the inconvenience this matter caused.

8/4/2016 Problems with Product/Service
8/4/2016 Problems with Product/Service
8/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a carpet from Empire and have had issues with lumps in the carpet as well as stains and wear that were to be guaranteed for 20 years. We have had the carpet for less than 2 years. I have called and spoken to several people but no one returns my calls. We would just like the carpet replaced.

Desired Settlement: We would like to have the carpet replaced.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

For customer satisfaction and goodwill, we have offered to replace the living room area at no cost to the customer. The customer has scheduled for August 30th for the replacement.

8/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Empire Today flooring company to install vinyl plank flooring in April of 2016 and was told the job would take four days. The original contract price was approximately $9,500. The work commenced on April 18, 2016 and was never completed. On six different occasions the job was scheduled for completion and between noon and 2 p.m. on the day of installation I was contacted with the excuse that a portion of the material needed for completion had not arrived. On the last three occasions, I was told that they were actually looking at the material that was to be installed. The job is still not complete. The job was to be partially financed and a check for the balance. The installer contacted me and requested a picture of my check so he could get paid for the partial job. I had no idea Empire could or would cash my check from the picture, but they did. Empire also charged $3,900 to the account I was using to finance the job. I was told by the bank that they couldn’t draw any money out of that account until I signed off on the job being completed. I have a dispute pending with the bank and will be submitting pictures of the uncompleted and poor-quality work to them. I have talked to a contractor and a carpenter who have both seen my floor. The carpenter told me they used the wrong finish material for the finish trim and that is why it looks so bad. The contractor told me he would not even take on the job of finishing the floor because it would need to be completely torn out and replaced to be done correctly because of the bad measurements and crooked cuts in places. (I have pictures when requested.) I came to a potential verbal settlement with Empire for the amount of the checks they had already cashed, and when they sent me the paperwork to sign, that is when I found out about the $3,900 they placed on the finance card. In the settlement paper they offered to pay back that amount to the bank.

Desired Settlement: Since I cannot find anyone willing to do this job because of the liability they would be taking on while attempting to fix the work Empire performed, not only am I requesting that $3,900 be paid to the bank on my behalf for the uncompleted job, but I am also requesting reimbursement of the $3,352.40 Empire received when they cashed pictures of checks. I am requesting to have the $3,352.40 reimbursed because to have my floor done properly, the floor Empire installed will need to be removed.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Per the customer’s request, we have removed the stair refacing portion of the order and adjusted the price accordingly. For customer satisfaction and goodwill, we have offered to refund the financed amount of the price in exchange for a signed Agreement.

8/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire Today installed laminate in my home June 10th 2016. The installers damaged some things in my home. I would like Empire Today to fix these items. (Dryer vent/tile in kitchen). I cant get anyone to help. When someone does call me back they schedule an appt with inspector who doesnt show up. Ive spent over 5 hours on hold and countless phone calls. i need help

Desired Settlement: Repair my broken dryer vent (required crawling under the house and neither my husband nor I can do that) and repair my kitchen tile - or give me money to hire someone to do it for me

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The local office contacted the customer and agreed to reimburse the customer for damages with written estimates. We have offered to service the installed floor and the customer has scheduled for August 15, 2016. We apologize for any inconvenience.

Consumer Response:
Complaint: ********

I am rejecting this response because:
They have made many many promises and appointments and never showed up or fixed the issues. When the issues are fixed and I have been reimbursed for the work I will accept their response

****** *********

8/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I saw Empire's advertising for flooring and had them come to my house to assess their services. According to the promotion I was to get a discount on flooring for one job but different rooms with different color, kinds and textures of flooring. the job was sent in under 3 different contracts with interest on each installment being separately charged and not all in one as advertised. I was told that as a gift I would receive window treatment and I just needed to pay the installment fee. I was later charged for the window treatment $1500.00. I have spoken on to representatives of Empire on three different occasions. The last time I spoke with a representative they said they needed to hear what happened from my mouth although I already had a reference number. At this point I am being charged an outrageous amount of money. I have not missed a payment since April of 2015 and I was only approved for $5,00.00 credit and my monthly ill has went up to almost $75.00 over the original monthly payment and I owe Empire close to $6000.00. Empire told me they had to check with the person who assessed my home for their services before the could consider whether or not they were in the wrong. They incresed the credit limit only to charge me for services never agreed to or actually rendered. I did not need or ask for window treatment.

Desired Settlement: BBB help!!!

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The customer placed orders for 3 products in March 2015, carpet, laminate, and window treatments. The orders were installed as agreed and charged to the customer Wells Fargo credit card per the terms and conditions of the financing promotion. Wells Fargo is a wholly separate company.

 

We have left telephone messages to discuss the customer’s concerns regarding their finance account.

Consumer Response:


Complaint: ********

I am rejecting this response because:

Sincerely,

****** ***********

Empire has told me in three separate occasions that they would return my call. First they said that they had to talk to the salesman to make sure the window treatment was a gift, part if a promotion since I accepted the flooring offer. They never called me back, that was more than a month ago. Then another person called and said they wanted me to explain the situation to them a second time and that they would return my call the next day. They dint return the all the next day. I've called and left messages but I don't believe that Enpire wants to right their wrong 

Business Response:

The local office has left the customer several telephone messages without reply.

 

On Thursday July 21st, the customer service manager left another voicemail and emailed a of the customer’s signed contract clearly showing the price for the window treatments.

8/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been dealing with problems with Empire Today's poor workmanship from their contractors and their Customer Service and Managers. I have had my flooring replaced three times due to poor workmanship. The first problem was when I had my laminate flooring splitting in multiple places shortly after being installed. It was inspected and replaced and it was discovered the initial contractors had used the cardboard boxes the laminate came in to level my flooring. The second flooring did the same, but it was discovered the foundation flooring was, again never leveled. I had it replaced again, this time with oak because the initial flooring was no longer available due to sub par flooring. Now, two months later, my flooring is squeaking and creaking. Empire sent out an inspector who says it was not leveled properly in the dining and living rooms and they have to remove and replace yet again. I sent a letter to ***** in Customer Service, one of many, and have yet to hear back. I have asked for a refund of my $3500 as I can no longer trust the contractors or managers of Empire to resolve my issues and have my flooring installed correctly. I am overwhelmed with frustration with the fact that nobody at Empire will respond to my complaint or request for refund. I have made numerous attempts, and still no response. Please help!

Desired Settlement: At this point I no longer wish for Empire representatives to come to my home and inconvenience me and tear up my flooring. The last crew that installed my flooring, not only failed to install it correctly, but completely trashed my house inside and out before they left. I have pictures of the damage of my kitchen, bathrooms and back patio where. I wish for a complete refund and to find a flooring company that can fix my flooring for once and for all. I have given them ample chances. I think replacing a floor for the fourth time is unreasonable. Thank you!

Business Response:

We appreciate the customer contacting us regarding their concerns.

The order has been refunded per the customer’s request and all payments are in process of refunding by check. We apologize for any inconvenience.

Consumer Response:


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.   However, I strongly feel that Empire Today should look at their business practices, their contractors, their sales staff and Customer Service departments going forward.  What I endured should NEVER happen to another customer.  I strongly urge additional training in screening contractors and training sales staff on what is and what is not appropriate when conducting business.  A refund was the least you could have done.  I still believe The BBB and other consumer affairs organizations should review your business practices and look into further complaints against you.  


Sincerely,

******* ******

8/2/2016 Problems with Product/Service
8/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire sent a person out to do a "free" in-home estimate. She pushed and pushed for a $50 deposit to "hold" my amount. Gave me a guilt trip about having to drive so far. Her name was **** ********. She also criticized my existing flooring and was quite offensive. She wouldn't leave without the money, so I wrote a check, knowing that I would get it refunded. Later that same day I called to cancel my order and was told that I would receive my refund soon. weeks went by and no refund. I had to call today and spend 20 minutes on the phone with 2 different people waiting for my refund. They even tried to sell me more flooring! Good grief. They have false advertising about their "free" estimates and make promises about refunds that don't happen.

Desired Settlement: I have been told twice that I will receive my refund. That is my desired outcome. $50.00 refunded back to me.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

As requested, we canceled the customer’s order and refunded the deposit payment of $50.00 in full. The refund check was sent to the customer by Fedex on July 8, 2016.  We look forward to working with the customer on future home improvement projects.

8/2/2016 Problems with Product/Service
8/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed a contract to get 6 rooms carpet and one room laminate work to be completed in two weeks from the date we signed. They call the morning of install to say they don't have the materials. So yes we were upset by this. We reschedule the for next week and AGAIN they called the morning of the install "We don't have the materials to complete the job". We reschedule for the next week AGAIN. And AGAIN they called the morning of install, no materials to do the job, but they can get the laminate done the next day. They show up the next day to do laminate. Yet it wasn't the laminate installers it was the carpet installers, but they only had carpet for part of the job. We had moved household goods 3 times, needless to say we weren't ready for carpet after moving everything back AGAIN. The laminate installers show up the same day and were not able to install because now everything has been placed where the laminate was supposed to go, so the installers of the laminate had to come back the next day. The carpet installers were very unprofessional, on the second day of install, they didn't take care of moving our bigger furniture that we paid them to do. There was a section of hallway that was on the contract that the carpet installer told us on the first day " We'll do that when we do the bedrooms", which we had added on to the job. When the carpet installers came back to finish the two bedrooms that were added on to the job, they still didn't lay the carpet in the hall way. "He claimed it was on his work order". In addition the carpet is coming up in one of the transitional areas after only 2 days. We called and it took 3 business days before anyone would respond to our phone calls. We save to have the money to fix up our place, Getting new flooring is supposed to be a "GOOD" experience. This has been nothing but " A TERIBLE EXPERIENCE" As of now this job is still NOT COMPLETE. After 6 calls in 3 days they have told me that yes it was on the original contract and it would get done????? Still waiting!!! What would happen if they showed up to do the job and I told them I wasn't ready and to come back, THREE times?? I'm sure they wouldn't have said “no problem”, they would have said THIS IS GOING TO COST YOU $$$. I would not recommend Empire to anyone!!

Desired Settlement: Finish the job!!! Make it right, that is if they care about their customers.

Business Response:

We appreciate the customer contacting us regarding her concerns.

 

Both products have been installed and we’ve processed a discount for the delay. We appreciate the customers patience regarding this matter.

8/1/2016 Problems with Product/Service
8/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we called empire today...they sent out a salesman at appointed time 7-8-16...we agreed on products/type/materials kind..he said all old flooring would be taken out including the old tack strips....we signed papers...we agreed to pay for carpet / padding in full...we agrees to finance laminate flooring ...he agreed to give us $200.00 off before we even began...he also said that the internet 50% off would be included...he (***/SALESMAN) gave us installation date of 7-12-16 for all three (3) rooms....my disabled wife;pregnant daughter and myself moved out three rooms of outstanding merchandise into out living area. Installer shows on 7-12-16. heis here to put in the laminate-no carpet--he wants to be paid--he makes 2 phone calls and decides its paid and ok to do the job...I get call from empire...no carpet people will show today--next day carpeters arrive--want money--3 hour screw up on payment/financing (empires end)-***** begins installation--he installs wrong cheap padding & doesn't remove old tack board or install new tack board. he leaves = no carpet installed.............waiting...****** THE INSTALLATION COORDINATOR CALLS me...guarantees ***** will be back tomorrow will install new tack board and correct padding..........waiting.....

Desired Settlement: quality...

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The customer requested all new tack-strip and to upgraded the padding. For customer satisfaction, we agreed to these services at no additional cost to the customer. Services were completed on July 14th

Consumer Response:


Complaint: ********

I am rejecting this response because: WOW!...this company clearly shows NO "big deal" to their negligence. this company does not CARE about how they operate once the contract is signed.

I will spread the message about the "don't care" attitude of EMPIRE FLOORING especially corporate.


Sincerely,

****** *****

8/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a complaint filed ID # ******** The reply from Empire was they would complete the job at my convenience I have had multiple appointments scheduled but know one ever shows. Empire tends to have many excuses and do not follow through with any commitments The wrong color cove base was ordered, the brakes went out on the installer van, wanted to replace the cove base at the same time they replace the carpet, etc. I have always agreed to any date to have this carpet/ cove base install corrected but they never show. Now they want to re-schedule for 7-19 and I know they will not show at that time either. I feel this is just a game with them and continue to string me along. This was a 2 day project and now has been over 2 months and is still not completed. What does it take to get this completed!!!! and had to be paid up front......

Desired Settlement: Empire to step up and finish this job with out excuses....

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and will schedule the replacement of two offices and a hallway with new carpet, as well as replacement of the cove base installed.  We have also agreed to provide a discount for the inconvenience and damages that have occurred. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:


Better Business Bureau:

Empire has agreed to schedule the repairs the week of 8-1-2016, I have agreed to this but reluctant that it will happen based on all of the other appointment that have been previously scheduled and no one showed.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******

7/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire Today came to my house on 6/15/16 for a consultation and work was agreed upon with 1 day for completion. Installers came out Thursday, 6/16/2016 to install laminate flooring though out the living room and hall areas of my home. I was informed by installers around 5 pm the same day that they would not be able to complete the flooring and would have to return Friday, 6/17. Installers came back the next day to complete the job and began to pour grout between the laminate and tile. My husband stopped them because we specifically told the sales rep we wanted a transitional piece for all laminate/tile areas and it was in our contract. The installer said he was not given the info and did not have the material with him. We called the sales rep and customer service several times and here it is 7/6 and they finally scheduled us for 7/7. Our floors look a mess and we told them we wanted it completed by 7/1, before our 4th of July party. My issues are below: 1. It took 2 days instead of 1 to complete 2. Empire failed to honor our contract and bring all required materials to complete the job 3. My daughter fell and hurt her leg on the rigid edge of the floor where the transitional piece was supposed to be 4. It is hard to get a hold of customer service and most of the time you have to leave a message 5. Job not completed by the date we requested and were promised 6. Having to take off work for them to come back and do what should have been done right in the first place 7. When we were finally able to speak to a actual supervisor, they were only willing to compensate us $50 for all this inconvenience 8. We were given two Managers to complain to and one is out until 7/11 and the other one has yet to return our phone call The service level and quality of customer care has been awful. We will never us this company again. Once the sale was made, the sales rep completely ignored our calls and complaints after we got a hold of her 2 times.

Desired Settlement: We want the job completed ASAP and we want a reasonable credit for the inconvenience and all that we have been put through. $50 is a slap in the face for this level of dissatisfaction!!! The supervisor Joe told us on 7/6/16 that they had us scheduled, so what was the problem. You look at the 8 reasons above and that explains the problem. No one who is paying for a service should have to go through this!!!

Business Response:

We appreciate the customer contacting us regarding his concerns.

 

We offered to install the transitions the manufacturer provides for this style of flooring, or reimburse and install transitions the customer may prefer. The customer agreed to allow installation with the manufacturers and has scheduled service for July 25, 2016.

7/29/2016 Problems with Product/Service
7/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased flooring from Empire today in May having already had laminate installed in March 2016. I requested the same laminate and a date was set. The first date scheduled was rescheduled by the company because the product was not in stock, I rescheduled and took another day off of work, the second attempt was also rescheduled by the company and once again I took another day off of work. On 6/27/2016 the company did not reschedule they just didnt show up for the install, stating not enough installers when I called into the 1800 number. Today on 7/11/2016 I took another day off and the installer showed up with the wrong laminate. He stated that the previous laminate ordered was not available and the vendor had gone out of business. This was now the 4th time, along with long hold times trying to get through to anyone at Empire Today. The amount of time I have wasted with days off and the poor service has been very disappointing/frustrating. As of now I still do not have a resolution on when new flooring will be installed or what the next steps are.

Desired Settlement: I am expecting a monetary compensation/discount of the new product and a set date on when the right product will be installed. Based on my days off and time spent on this, I have lost more money than what the actual job is worth. I would like the company to make this right and find flooring that is identical to the laminate I currently have in my home.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The customer’s previous choice of flooring was no longer available and the customer reselected to an instock style flooring.  The flooring was installed on July 22nd as agreed. We have also issued a partial discount. We apologize for the inconvenience.

Consumer Response:


Complaint: ********

I am rejecting this response because: I understand the flooring selected was not available however this was back in May. After being canceled on 4 different times, the wrong flooring brought the 5th time and a poor installation the 6th time this is more than inconvenience. I guess the 7th time was a charm for this company. I took off 7 days to have a 4 hour job completed and while a partial discount was ok then it's not now. I lost a lot of time off and salary because of this. I even have pictures of the bad install. 

I will never use or tell anyone to use empire for their flooring needs. Just awful service. 

 


Sincerely,

******* ******

7/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Flooring was installed improperly not to allow for expansion in the warmer weather. The floor has buckled in spots, I have called 3 times and spoken with a representative and they assured me it would be taken care of but no one has called me to send someone out to look at it. They are making no attempt to resolve this issue and keep blowing me off so to speak. I want someone to come look at the floor and install it properly, stand behind their work like they said they would before they got my money. They act like they no longer care about their customers after they have already made their money.

Desired Settlement: I want the flooring repaired/installed properly.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Repairs were completed under warranty at no cost to the customer on July 18th. We apologize for any inconvenience.

Consumer Response:
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,

***** *******

7/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 26, 2016, contractor arrived early in the morning to complete the installation. During the floor installation process, we asked repeatedly about the numerous smudges on the floor boards as they were being installed. Contractor said, “Don’t worry about it Mr. ******, I will take care of it. It’s going to look beautiful.” Contractor’s father, arrived in the late afternoon around 2:00 p.m. to assist contractor in completing the floor installation. The installation was completed around a little after 5:00 p.m. Upon completion of services, we inquired about the smudges on the finished product. Contractor stated, “Don’t worry. I will take care of it.“ We continued to inquire about whether or not the floors would be buffered and polished and if the smudges would be removed from our dining room. The contractor approaches Mr. ******, (the customer), and says, “This job is done!” I, Mr. ****** said, “Oh no, what about the smudges all over the floors that you said you would fix?” Contractor retorted, “For all I care you can tear up these floors and start all over again!” As the customer’s we were in shock by contractor’s sudden unprofessional reaction. Contractor began storming up the hallway to tell his father. Contractor’s father was in the midst of applying mineral oil to the floors down the hall in the office. Contractor’s father began running towards me, Mr. ******, and stood in my face towering over me at 6’5” demanding payment for the installation. I repeatedly asked that the smudges be removed, but both Contractor and his father became enraged and stated that the installation was complete. Contractor’s father shouted, “You want me to do more. You want me to do more?!” I reached my hand to touch Contractor on his shoulder in attempt to reassure him that we would pay them. Contractor jumped and shouted, “Don’t you touch me!” There was a look of rage in Contractor’s eyes. At this point Contractor’s father was in my wife, ******* face demanding payment. I got in contractor’s father’s face and told him, “Don’t you say another word to my wife!” This is because he was sounding very threatening to my wife and I. Realizing that the verbal altercation escalated further, I then demanded that both contractor and his father leave my home. While both contractor and his father were outside of my home shouting obscenities, I immediately contacted Empire Today and spoke with the representative, ****, in which **** overheard both contractor and his father shouting. **** said, “I’m recording them right now. Don’t pay them anything.” I am a disabled service connected veteran and we’re both senior citizens. My wife is ill and had to be administered her oxygen due to her emphysema flaring up after this incident. This is our new home in this area and the contractor and his father made us feel threatened and very uncomfortable. My wife and I were afraid because of the verbal altercation and the fact that though contractor and his father were asked to leave, they remained on our property for almost an hour after the incident. We were unsure if both Contractor and his father would return back to our property later that night to harass us, hurt us and cause damage for retribution for non-payment. We felt threatened and were unable to sleep.

Desired Settlement: Wherefore, we are requesting a call from the VP of Operations, **** ****** and/or ***** **********, the President and CEO of Empire Today, LLC to resolve the issue in its entirety. I don't want to find the same statement as in all the complaints that I've read that states we called the customer and satisfied the issue. I actually want to speak to people in the Corporate Office to see what can be done because my wife and I were threatened by Empire's employees just for asking them to complete what they had been contracted to do. I'm not just seeking a billing adjustment, I'm seeking to be remedied in a manner that will be mutually compensable. Thank you.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

We have agreed to a substantial discount in exchange for a signed Agreement. The signed agreement has been received and the discount processed. The customer advised they will pay the remaining amount of the order by personal check.

7/28/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered (and paid for) wall-to-wall carpeting for our master bedroom, hallway and bound area rugs for our office and living room. They came to install the carpets on Wednesday, 6/29/2016, but then informed us that they didn't have the bound carpets at that time and would bring them the next day. No one showed up the next day, so I called that afternoon and was promised a call back. No one ever called. This morning, I called again and spoke to a "manager" who told me that there was a huge mistake and had I not called, my carpets would have never been delivered. He informed me that he would make this a priority and have the carpets delivered in the early afternoon today. Again, no one showed up, so I called back around 4pm and spoke with another manager who said he would have a resolution before they close, at 9pm, and would call me back. I received no call, so at 8pm, I called back and all of the managers had left for the day and no one could help me. Monday is a holiday, so now I can't speak with anyone until Tuesday. We were promised that these carpets would be done this week, because we have company staying at our house for the holiday weekend and we wanted the new carpets before then. They also left our radiator in pieces in our bedroom, promising to "fix" it when they came back the next day.

Desired Settlement: I want the job FINISHED, and would also like a discount for the terrible service and lack of promised delivery.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

All products have been installed as ordered, and the customer is welcome to keep the additional carpet/rugs as a courtesy. We apologize for any inconvenience.

7/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had a recent installation of laminar floors. Four months later the floor started bubbling up. I call customer service to see if they could fix it. The representative told me they only go out on Tuesdays and Thursdays. I had to take a day off from work on a Thursday. I waited all day and when I finally called they representative told me the technician was sick. I asked why no one called to tell me this. The representative could not answer. Then offered to have a technician come out on a Saturday. That Saturday when I was scheduled they never called or showed up. I called and the representative told me they didn't have the materials and they rescheduled me. I asked was anyone going to tell me this. The next Saturday I waited and no call no show. I called again and asked why did anyone not call me. The representative just said the material still has not come in and they went ahead and rescheduled me again without telling me first. So I asked to speak with a supervisor. The supervisor told me he would call me with a time frame for Saturday. I didn't get a call until Saturday and the representative told me the technician will be there in 30 minutes. I was upset because I didn't get a timeframe window and I was on my way to a class. I asked if the technician could come in 2 hours when I would be home. The representative said no. So I said but it's okay that I've had to wait almost a month with no courtesy calls and he can't come in two hours. The representative said no he can't. I asked to speak with the supervisor but the representative said he was on the phone. I asked to have him call me and I still have not heard back.

Desired Settlement: Due to the poor quality of the product and poor customer service and time wasted there should be a monetary compensation of at least $500.00 especially since the product was not economically priced.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Service has been completed as agreed, and we have issued a discount due to the inconvenience. We appreciate the customer’s patience while this matter was resolved.

7/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About 4 months ago we ordered blinds and shutters through them. The sales lady ***** ***** was very nice and helpful and promised that if we had any issues to just call her and she would make sure to resolve them. She also told us someone would be calling us shortly to schedule a remeasure. Couple of weeks later no calls. So we call and they tell us that someone had shown up for our scheduled remeasure and that we weren't home. No one had made any such appointment with us but hey mistakes happen. So we schedule an appointment. But then no one shows. And then another. But no one shows. And then another and no one shows. We try calling ***** and at first she promises to resolve the issue. But then she just stops answering our calls. We call the Main office and they tell us the only have one measurement guy and he's out sick for the next few weeks. About two months after buying, finally we get the remeasure scheduled and someone actually shows up and takes the measurements and tells us it will be a few weeks for them to manufacture the blinds and shutters. So we wait. After about six weeks of waiting we start calling again. No one at their Sacramento office ever answers. We call the main office and we are told that they need to remeasure again. They cannot tell us why, only the Sacramento office can. Nor can they explain if they've known they need to do this for six weeks why no one has called us. Then today I finally get someone at the Sacramento office on the phone. I start by saying Hi I'm calling about some blinds and shutters we purchased from you. And the woman on the phone asks if I have the right number because they don't sell shutters or blinds. Finally, she looks up my account and acknowledges they did in fact sell those to me. And that they need to remeasure, no explanation why. It's been 4 months since we ordered and they haven't done anything but take our money.

Desired Settlement: At this point I don't expect them to do the job, so I just want a refund.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Per the customer’s request, the order was canceled and the deposit payment was refunded on July 18, 2016, in full to the credit card used for payment. Please allow up to 5 business days for the refund to post.

7/26/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I contracted carpet installation from the Belleville Mi location using the Toledo Ohio sales force. My contract reads delivery and install on Monday 6/27/16. I was called cancelling that install and accepted a Tuesday 6/28/16 install. The morning of I received a call again wanting to cancel installation now the problems begin. I explain that the home address the carpet being installed in was rental property and I had to get back to my home in Lexington Ky leaving Wednesday 6/29/16 no later than 11:00AM. the customer service contact understood that I had to have my carpet installed at a must on Tuesday. She told me that she would get with the Install coordinator and would call me back. I received a call with good news they found a installer and Belleville would drive the product to Toledo so the installation would be done in time. I was promised that would happen and a call to confirm the time would happen I proceeded to stay at the house waiting. At 4:30 I call customer Service only to find out again no install was going to happen. I asked to get a necessary answer on that evening do to having to leave in the morning My complaint was sent to the president office and to the install coordinator and told them that i needed a response that evening. Next morning same problem and I had to leave paying for product that never got completed after Three commitments on dates. This delayed my house going on the market because I can't get back in the area until sometime after 7/16/16. I did receive a call from the Coordinator driving back to Kentucky explaining it was his fault and would anything to get it done if I could find someone to let them in my house. I explained I have no one to do that. My issue is Empire failed on their commitment to me the customer and expected me to make special arrangements do to their fail to deliver. I spent hours trying to get answers and was told that my issue would be forwarded to the President wth a call back in 24 hours. Yet to hear!

Desired Settlement: Do to the failure and the lost of personal time which can be supported by their recorded phone calls supporting my complaints. There should be some adjustment and I should received the promised call from the Presidents office.

Business Response:

Thank you for contacting us regarding your concerns.

 

We have agreed to a reduction in the purchase price and re-scheduling of the carpet installation. We apologize for any inconvenience.

7/26/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I entered into a contract with Empire Today here in the Cleveland, OH area for old carpeting to be removed and new carpeting replaced in the living room, up the stairs, and the hallway area. We agreed on a price, carpet was in stock, everything was ready for installation on Wednesday, June 29th. The sales person, ******* B. ***, said that the old carpet would be removed by their installers. When the installer came out, he pulled up some of the carpet from the corner in the living room and said that he would not take it up because of the mold and/or stains on the carpet. I told him that there were no mold, those stains were there on the bottom of the carpet because it was old. The last time we had the carpet replaced was about 12-15 years ago. The installer told me that my husband and I would have to remove the carpet, mop the floor several times with hot bleachy water, let it dry, and paint the floors with white paint. Well, that was not acceptable -- we called the company and the sales rep and told them to cancel the deal that we would have to find someone else to do the job. My husband, a friend, and I removed the carpet in the living room, we did not find any MOLD whatsoever. When the installers came, I just believe the problem was, they just did not want to take up the old carpet. I will never recommend Empire Today to anyone, this was very disappointing. I believe whatever is agreed upon in the contract, should be adhered to.

Desired Settlement: I just feel that whatever is agreed upon at the time you enter into a contact, that should be what the customer will receive.

Business Response:

We appreciate the customer contacting us with their concerns.

 

The installers arrived as scheduled, but were unable to take up the pre-existing carpet as it was very stained. We have canceled the customer’s contract and issued a full refund of the deposit paid. 

7/26/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Carpet installation has not been performed: day one delivery and half job done + bad customer service complaint taking over one hour to process my cc by operator **** who tried to tell me my card was declined, day 2 supposed to finish job and fell short due to running out of carpet, days 3 & 4 spent calling Empire to see when job will be finished! No call backs or date given when job will be completed. Installers left area of half ripped out old carpet and partial roll of new carpet they did not have enough of to finish the job...installers were good enough to tell me that they would probably send someone else out the next day...but keep calling them because sometimes finishing installations sit on "the back burner" for some time. I guess I feel like this is ridiculous since I have already paid $3000 up front and am getting $0 information about when and if this job will ever get completed! Poor communication, poor service, poor customers beware!!

Desired Settlement: I am not asking for anything other than doing the job you were hired and paid in advance to do! Call me back:COMMUNICATE!

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Additional materials were ordered and the installation was completed on July 6th. We apologize for any inconvenience this matter caused.

7/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: June 28th Empire today was to install floors in my LR, DR, FR, kitchen and two halls; when meeting with the representative ***, he was made aware I would hold off on the master. Waited to see if there were any surprises; the installer gave me the go ahead the 28th to add on the Master. I called Empire to add on the master; I was transferred to *** and he couldn't meet until Friday. Once back at the home, I informed the installer and he stated he would call so it could be done tomorrow. I then followed up to confirm it could be added. The installer came back the 29th late, only to tell me there were not enough boxes to do the Master. I called empire, explained the matter, was switched to another department and that guy then asked to speak with the installer. Later I got an email confirmation for Thursday. Thursday I get a call from Empire saying they still didn't have floors in. I had to tell customer service several times to give me a manager, I want them to get their items out my house and garage and come finish my hall. When switched, this lady also didn't want to listen when I told her I want to put my house back in order. She finally apologized, said she would follow up tomorrow and would take off something for the problems. Well, she didn't call back until Saturday only to tell me the floors weren't in. I told her I would deal with this Tuesday. Tuesday I called Empire ************; explained the matter again and asked for the manager. Not only did the guy say the confirmation email doesn't confirm they ready to install, so I asked what it was for and he had a no nonsense answer. Then all of a sudden there was a "note" on my account saying someone would call me. I again asked for a manager and he tells me someone will call me and wouldn't transfer me so I hung up. I WANT THEM TO FINISH MY HALL AND GET OUT OF MY HOME. I don't want their business since they don't want mine, horrible customer service and some how blame the customer. Complete inconvenience.

Desired Settlement: ************ and ************; numbers they called me from. I want them to come finish my hallway which I paid for and be done with them.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and all services were completed on July 6, 2016. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:


Complaint: ********

I am rejecting this response because:

It wasn't as though this was a simple form of miscommunication, this continued over time. Horrible customer service, inconsistent and dishonest. Yes, almost a WEEK later they came to complete my hall which was a part of the original purchase and the addition of the master. However, my additional concern when their contractors came back to finish the job, it was 2 new people. That is now 5 strangers that know where I live; I don't appreciate that. I was told when I signed my contract with your representative that one contractor completes their work because they would be responsible for follow up. Why would you send two new people to one finish someone else 's job that wasn't completed (hallway) and two not inform me it would be new people. You've done flooring in 75% of my house and although the contractors weren't a problem, you were and your the company. the other issue the day work was completed was the cost of the bedroom to be done; after talking with a lady the day before, she agreed to take $200 off the total, but not adjusting the taxes charged. the contractor arrived with the old price and we both had to call several times; he continued to get disconnected and we would both get people that didn't know how to do anything. Finally I told someone to look at the notes and it appeared; then had to wait on hold again while she documented it. Again you all should be ashamed of yourselves and because of how you handled me as a customer I wouldn't consider this resolved at all and would NEVER refer you to anyone else! Regret allowing you back in my home; you don't deserve me as a paying customer again!

Sincerely,

******* **********

7/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After we purchased carpeting from the sales rep. in our home, The installers came and did the installation on 8-14 -2012'. They seemed rushed and very unhappy to be there and also there was some difficulty with them not speaking English well at all. The under padding did not seem good quality and there was some rips in the padding and was covered over . The lead Man was angry and in a hurry to leave. months later we noticed that the appearance deteriorated .The carpet began to buckle and was becoming matted in some high traffic areas. I called Empire to complain and they said we had to have it professionally cleaned and send proof . ******* ******* was the company used and the man commented that he found very little soiling but that the carpet looked older than 4 years old. after several more requests to have an inspection done . the Empire inspector came and took photos and a sample of the fiber. The inspector did not say much except to hint that it should not have been in that bad of shape. And indicated that Mohawk (the manuf.) was at fault. We also Had to PAY $95.00 TO EMPIRE for the inspection fee. This was non refundable unless they found the carpet defective . They did not get back for over a week with an answer. I then called and spoke to someone who found that Empire was not reponsible and would do nothing. the reason given was that we did not have it cleaned once each year. They then said we would have to deal with the Manufacturer ****** . We believe that they passed the buck and that Empire should be the one to make things right with us, their customer. So far they have only gave us the runaround. We are Seniors and payed thousands for a full service company. but only got crap and stress.

Desired Settlement: Replacement or a full refund

Business Response:

We appreciate the customer contacting us regarding her concerns.

 

We have agreed to fully replace the carpet originally installed in 2012 at a greatly discounted cost. The install is currently in progress as scheduled.

Consumer Response:
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,

**** ****

7/23/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My kitchen flooring was installed by Empire Today LLC. in June of 2015. Empire Today sent a sales man, ******* *****, to my house who sold me my flooring. He stressed that if we were dissatisfied with our flooring for any reason to let Empire know and our flooring would be replaced. Before 6 months the flooring chipped. Empire sent a flooring person out to replace the flooring. The repair person took pictures of the damaged tiles and replaced them. He told me at the time they could do nothing about our vents being covered by the floor. The manager told us to buy some wood vents from home depot and cut them to fit. Not more than six months later (before the 1 year warranty had expired), the floor started bubbling and chipping again. Empire sent a flooring person out to inspect the flooring. He stated that the dividers should have all been the same color, that the flooring covered up the vents, that the flooring was installed incorrectly and that is why the floor was bubbling and is now very crooked. . The inspector laughed at the flooring. Notes were made and conversation was recorded. The inspector forgot to take pictures of our bubbled, crooked flooring and had to come back to our house the next day to do so. He told us that we would be getting a call back from the flooring manager. We did not get a phone call. We called the inspector back and he said that he told the company. We waited another week and still did not hear back from the company. We called the company and we were told that our flooring was scheduled for a repair on July 1st and that a manager would get back with us within 2 days. No one called us. We repeated this 2 more times. First of all, we do not want the same cheap product put back in that keeps chipping. We had originally told the Empire Sales person that we wanted marble flooring and they sold us cheap vinyl at an elevated price. We have a crooked kitchen floor that chips!

Desired Settlement: We want either a complete refund for the flooring and compensation for removal of the Empire Today LLC. flooring because we will have to have a new flooring company tear up the flooring and replace it or we want porcelain tile installed correctly to replace the cheap vinyl flooring that keeps chipping and was installed incorrectly. Note this complaint covers all the primary issues. Also note that this company is up for sale as of June of 2016 Empire Today, LLC *** ************ We would like this resolved before! Empire Today Reportedly Up For Sale: Jun 3 16 Empire Today, LLC is up for sale, according to people familiar with the matter. ******* ******* LP, which has owned Empire for 17 years, has hired investment bank ****** & Co to run an auction for the company, seeking to capitalize on consumer demand for remodeling homes, the sources said this week. The sources requested anonymity because the sale process is confidential. Empire, ****** and ******* ******* declined to comment

Business Response:

We appreciate the customer contacting us regarding her concerns.

 

We inspected the installed floor and have offered repairs under the labor warranty. The customer prefers replacement with tile, but there are concerns that the home’s structure will not allow proper tile installation. We are reviewing further for possible replacement with tile.

7/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased Laminate flooring plus quarter round, the installer did not bring the quarter round. Called 3 times and they made new appointments to finish job. 3 times no one showed up. called customer service again and was put on hold, finally I gave up. Paid almost $1600 for a bedroom, figure a hour to complete job and material may be $100.

Desired Settlement: I want the floor finished and a refund of some sort for the grief they have caused us.

Business Response:

We appreciate the customer contacting us regarding their concerns. Service was completed on July 11, 2015.

 

We appreciate the customer’s feedback and apologize for any inconvenience.

7/23/2016 Problems with Product/Service
7/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Both Customer Service and Product Issues - Have tried contacting management several times (at least 6 times) since our carpet was installed - have never spoken to a mgr. Unsure exactly which branch installed our carpet because when I speak to "customer service" they will only leave messages for management. I have never received a response or call back. There have been 3 appointments missed where issues with the installed product or lack of product being installed have been missed. (Threshold plate never installed from living room to kitchen - carpet in corner of basement is not laying right and is bunching up). Also found a hole in a closet where installers ripped shelving out of the closet to install the carpet and tore the closet shelf anchor out of the wall. (Compensation for the hole was $125). My husband has missed a total of 15 hours of work due to installation (installers were late & did not call) - as well as when they were supposed to be at house for repairs. I have given up a total of 16 hours over 2 weekends waiting for them to come out on a Saturday for repairs - they never showed. Missed other appointments for repairs they needed to make - no calls were ever placed by them to say they weren't coming out or that they were late.

Desired Settlement: I want to speak to a manager, district manager, regional manager - something. I want the issues resolved with my carpet - I want the threshold plate installed and the carpet in my basement fixed. I would also like some type of financial compensation as time has been taken away from our jobs and our family to deal with these issues.

Business Response:

We appreciate the customer contacting us regarding her concerns.

 

Repairs were completed under warranty on June 29, 2015, and credit has been issued to the customer’s financing account as agreed. 

7/23/2016 Problems with Product/Service
7/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted Empire Today to do the floors in my living room ,dining room, master bath, kitchen and 3 bedrooms. They did the kitchen, living room, and dining room promptly. They said they couldn't do the bathroom floor because it was too wet. We kept the heater and fan going for a week and a half. An employee came out last Friday and said we could get everything done. When I called them this morning (they are supposed to call me between 7 & 9), they have never called. They said my floors were reading 30. I explained that info. was wrong. She said she would contact the person and call me back. Once again, no phone call. Not once has Empire Today returned my calls. We had to tear the house apart and are living out of boxes. I need to get this done and they won't return my calls. What can I do?

Desired Settlement: I want the job done asap.

Business Response:

We appreciate the customer contacting use regarding their concerns.

 

The installation has been completed for all areas. We apologize for delay or inconvenience.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got carpet installed from Empire Today on 12/6/2013. The installation was not up to my satisfaction. I had complained about it over the phone . The carpet had bumps all over. But later I accepted and did not feel like complaining. Now unfortunately I have to move (house will be for sale)and the realtor wants it re-stretched. I called Empire Today and asked for re-stretching. The agent agreed and gave me an appointment on 30th June 2016 and told me to pay $50.00 which I agreed. But nobody came on 30th. I called their customer service and the agent told me that there is no appointment fixed, I have to make a new one for inspection. But she would not give me the appointment, instead told me that some one from local area will contact me. I waited next day for their phone call but no one called. Finally I called and I was transferred between departments to hear the same thing that some one will call back. Today morning I called twice and I was disconnected both the times. Finally I got hold of two people (******* and ****) but same answer all over again. I told them that I need this re-stretching done as soon as possible, but **** says that he will make a note but he cannot help me to make the appointment. I am left with no solution. It has been 3 weeks since my first call but no one calling me back with answers. ******* and **** also say that there is no appointment fixed at all. I am frustrated.

Desired Settlement: Because of the undue prolonged waiting, I request carpet re-stretch done free of charge as soon as possible

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and all services were completed on July 11, 2016. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

***** ******

7/21/2016 Problems with Product/Service
7/20/2016 Problems with Product/Service
7/20/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I paid in full for my flooring on 5/14. first install date was 5/28. no one showed and only after I called was I told they over booked. Second install date was June 8-9. Carpet was not completed on the 9. Third install date was 6/15, again no show and only told after I called they were overbooked. 4th install date 6/22... I decided to not call Wednesday June 22nd and just see what happens. Guess what, no show on the 4th date and no call from anyone at Empire. So here I am, 6 weeks in, paid in full and the job not completed. I called my sales rep, *****, who told me he quit right after my sale because the company is a scam and he could not deal with the complaints any longer. He gave me his manger ****, I called **** and was promised a call back. Never heard back from ****. I talked to ****** who promised a call back, never heard from ******. I have make over 20 phones calls and countless hours on the phone. Days I spend at home waiting for nothing.... Not one person has ever called me back. I was even told I would be adjusted $200.00 to my CC for all the issues last week and as of today my CC has not been credited back. I have 3 bedrooms that sit unfinished. What do I do. I cannot force you to come finish and yet I paid in full. Mad and frustrated. ***** ******

Desired Settlement: at this point I want refunded. I will pay someone else to finish the job. I do not have it in me to call Empire one more time. All I hear are lies and fake apologies. This is really insane. How do you treat your customers this way. I needed this job done as promised. So I have no choice but to hire and pay someone to finish and buy the materials myself.

Business Response:

We appreciate the customer contacting us regarding her concerns.

 

For customer satisfaction and goodwill we have agreed to the customer’s request for a refund on the carpet order in exchange for a signed Accommodation Agreement.

7/20/2016 Problems with Product/Service
7/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The flooring was never finished. The transition and toe strips were not brought and finished. We've been waiting patiently since April, our patience has run out. Please advise. Thank you

Desired Settlement: We had our floor put in on April 28, 2016 and they didn't complete the floor. There is no toestrip or transition for the flooring between floors. I signed the completion but added an asteristk saying exactly that. The company has contacted me 2 times and nothing has been resolved. Please help we just want the floor finished! We keep receiving bills from the finance company about this and it's going to ruin our credit. We contacted the company also via ** and sent pictures....nothing. Thank you **** ******

Business Response:

We appreciate the customer contacting us with their concerns.

 

We have scheduled repairs to the customer’s molding and trim as requested. We apologize for any inconvenience.

7/19/2016 Delivery Issues
7/19/2016 Problems with Product/Service
7/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This has been the absolute worst experience. We ordered carpet and initially things appeared to be going smoothly. The salesman told us this was their best carpet and happened to be on sale, so seemed like a good deal. The man came in 2 days, however the carpet was the cut for the wrong rooms. Not a big deal, they said they would be back tomorrow with the appropriate carpets. Came the next day and installed one room, the 2nd room was again cut to the wrong dimensions. The carpet installed seemed like a cheaper product than was initially showed to us. They again said they would recut the 2nd room and be back to install. At this point we were fed up after having to take time off of work for 3 days that week and given the quality of the carpet, said we do not want it and called to cancel the order. We agreed to pay for the room that was installed and only wanted to be refunded for the 2nd room. We called Empire that day and let them know of the request to cancel the additional room. That night, the credit card was charged for the full amount. They promised a 24 hr call back to discuss the situation. We are now over 1 week past that initial call and have yet to hear back. After several calls to Empire and several people trying to contact the manager in charge of our "case," no one has been successful in being able to contact her or even reach her. They noted that there is not a single note in the chart from her, despite them reporting marking this as "important." I have received multiple promises of call backs within 24 hours and as of yet, not a single person from Empire has tried to contact us or left us a message. I now have no carpet and they have my money. They took my money without supplying the product, which is theft in my opinion. I was initially ok with leaving the one room, but at this point, after all the trouble and broken promises, I just want my money back and they can have their carpet. I am beyond disappointed by Empire and would not recommend them.

Desired Settlement: For someone to contact will actually talk to us and give us information and discuss what is going on.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

The General Manager has spoken with the customer and as requested, a full refund has been offered to the customer in exchange for a signed agreement, allowing the customer to keep the installed carpet to do with as they like.  We apologize for any inconvenience this matter may have caused.

Consumer Response:
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,

**** **********

7/18/2016 Problems with Product/Service
7/16/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We had ****** ***** planks installed over concrete flooring. The flooring is now coming up at the seems due to "moisture" in the concrete. All Florida homes built on concrete slabs will have moisture. (we know that now) The salesman said with the ****** ***** Planks did not need underlay to protect from moisture. Note we would have paid for the underlay if we were told it was needed. Now the company is saying it is our fault. This product is supposed to be in the house for 48 hours prior to installation to acclimate to the home conditions.. They brought it in off the truck and started the install. We have never had this type of work done before and we expected the company and installers to do the job correctly. The did not prepare the floor correctly, did not use the underlay could not understand what we were asking because of their lack of the english language. only one of the three even spoke english. Now looking for resolution to the problem we only get it is a moisture problem and not Empires responsibility. we have spent hours talking over the past two weeks to no evaile. I am currently waiting for a call from Jenni in the Empire Today presidents office. , We are at our witts end and seem to have nowhere to go. I prefer not to get lawyers involve or tv investigators to examine the problem. Living on social security $6800 is a lot of money. A company the makes in excess of $600 million annually and surly has insurance should be able to cover $6800 loss.

Desired Settlement: We want the problem corrected and receive some respect from this company. No run-around just customer satisfaction and a company standing behind their product, and their workmanship.

Business Response:

We appreciate the customer contacting us regarding their concerns.  We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the flooring.  The certified inspector has been completed and is currently under review to determine if the failure is manufacturer related. Empire has spoken to the customer and informed them a final conclusion to the inspection will be available next week and a manufacturer claim will be filed, if applicable, at that time. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Complaint: ********

I am rejecting this response because: Iwill be discussing the complaint further with ***** ***** at Empire-today. Feel we will come to an agreement after all protocols have been acted on.

Sincerely,

**** *******

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and they have selected a replacement product. The customer has requested to schedule the replacement to be conducted at a later date. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

7/16/2016 Guarantee/Warranty Issues
7/15/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Bought and paid for carpet to be put in a new house on 6/13/16. Picked an install date of 6/29/16. Empire called me on 6/28/16 @ 4:28pm and left a voice msg confirming my install. I called back as requested, they then told me that they were putting my install to 7/11/16 because install was not confirmed on Monday 6/27/16. I never received an email or call on Monday regarding the install. This is the 3rd house we have used Empire for and will be the last. They pulled this last summer on our install on another house we built. What happened to"Empire- install next day!". They had since 6/13 to get this together. I did not cancel or change my install date. This is their doing. I don't know how they have an A+ rating with all the negative complaints. They are definitely not customer orientated. I run a business and without my customers, I would be OUT OF BUSINESS!

Desired Settlement: I want my carpet installed this week! I have paid for it and have a closing next week. I made this very clear to them.

Business Response:

We appreciate the customer contacting us regarding her concerns.

 

Installation was completed on July 2, 2015. We apologize for any inconvenience to the customer.

Consumer Response:
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,

***** *******

7/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: -carpet installers were not provided with correct size of carpet on installation. Since informing Empire I have been in on a merry-go-round with four different people two of whom have told me managers would call in order to settle my wish to cancel the order because they are unable to do what I'm asking. It seems the fact that the padding was laid and they can't let me just pay only for that.

Desired Settlement: I want the order completely cancelled and a complete refund of deposit for the extreme inconvenience I've been caused. They should apologize as well.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, the order has been cancelled per the customer’s requested and a refund of their deposit has been processed. We appreciate the customer’s feedback and consider this matter resolved.

7/15/2016 Problems with Product/Service
7/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we decided to use our right to cancelation within the 3 days and it states in the contract we will " if you cancel ....any payments made by you under the Contract or Sale....will be returned to the seller within 10 days following the receipt by the seller of your cancelation notice. " We notified ****** ******** From: ****** ******** Sent: Tuesday, June 21, 2016 11:40 AM Subject: RE: NOTICE OF RIGHT TO CANCEL ********** She said she would try to expedite it but it could be up to 10 days . on Sat. June 25 we rec'd an e-mail saying refund was issued but it could take up to 15 days to process. This is unacceptable. They cashed the checks the first day

Desired Settlement: We want a refund according to wording on Right to Cancellation . which would be 10 days from the receipt of the notice by the seller, which was June 21, 2016.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, the order has been cancelled per the customer’s requested and a refund of their deposit has been processed. We appreciate the customer’s feedback and consider this matter resolved.

7/14/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I order carpet for whole house as well as vinyl flooring for kitchen for Friday 6/17/16 and Saturday 6/18/16 delivery. Carpet installers came on Friday and spent 10 hours installing carpet in my small house. One of the installers was on his phone for most of the morning. I was later informed that they measured incorrectly and would have to come back Saturday to finish. On Saturday, kitchen floor installers came to my house; even though they could not speak English, they handed phone to me which someone advised they incorrectly measured kitchen floor and they would have to come back Monday, 6/20/16. I told them my kitchen was all disconnected and I was very put out by this. They assured me they would be back on Monday. Well, its Monday and now I am being told. I took Monday off from work and my kitchen is still disconnected (gas stove, water filter, etc.). Have to eat out.

Desired Settlement: Finish the job today, or reimburse me for my days off ($50 per hour X 9 hour days) = $900 for two days

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and issued an accommodation to the customer. We appreciate the customer’s feedback and consider this matter resolved.

7/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a sales rep from Empire come to my home to give me an estimate and that was when he took a $200.00 deposit from me from my credit card and he told me I was able to get a refund within a week, if I wasn't going to go forward. I called within that week and was promised I would refunded within 10 days and I never was. I called a second time and was told again I would refunded and nothing. I called a third time, was promised again I would refunded my $200.00 and still NOTHING! This has been going on since May 28, 2016 and I still have NO refund! I just want my $200.00 back that I promised I would get back.

Desired Settlement: $200.00

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, cancelled the order and refunded their deposit. We appreciate the customer’s feedback and consider this matter resolved.

7/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Empire to put down laminate and carpet in my new home. The sales rep came and once we agreed upon the type of flooring I wanted I then proceeded to give him $3000 on a credit card and I financed the rest. (about $4K) When the workers came the next day they refused to put the laminate because they thought they spotted asbestos. I was told that I would get a refund on the laminate since they refused to do the job. I requested that they refund the credit card and I would just finance all of the carpet price. The sales rep told me that wouldn't be a problem and sent me a new finance slip to sign. He told me it would be 7 business days to get my refund. After 7 days with no refund I called customer service...was on hold for 35 minutes and finally someone answered and immediately hung up on me. I called again and finally talked to someone who hung up on me as well. (something could have been wrong with the connection, but they had my name and number and could have called me back) I finally was able to talk to someone who when I said I didnt have my refund yet they told me it would be 12 business days and that holidays didnt count. I waited the full 12 days and called back. They told me they would look into it....no response.....I must have talked to 5 different customer service reps who all told me they were looking into it. ...finally...days later a customer service rep told me they had refunded the financing and not my credit card. I told them this is not what we agreed upon and that I wanted my refund on the credit card. I again was told they would look into it. A few days later I called and had to explain my situation again to someone else who told me they would have someone call me in 24 hours to fix the problem. I was called several days later and talked to someone else who said she would look into it. She gave me her phone number but when I call she will not answer and will not call me back.

Desired Settlement: I want the amount I put on my credit card to be refunded as promised.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, refunded their credit card, and charged the balance to their financing account as requested. We appreciate the customer’s feedback and consider this matter resolved.

7/14/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Entered into contract with a $51 deposit. Cancelled contract within two days, still waiting for $51 deposit refund 13 days later.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, the order has been cancelled per the customer’s requested and a refund of their deposit has been processed. We appreciate the customer’s feedback and consider this matter resolved.

7/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi , This is w.r.t Empire today Customer 1-*******. I solicited for a new flooring for my 2 bedroom apartment on May / 25 /2016 . I was glad to meet a pleasant Sales guy - we found TRUSTED the company and placed the request and financed on the same day and scheduled the flooring on June/10/2016. But its June 24th 2016 today , and the installation is not yet complete. The installation has been cancelled on the day of installation consecutively for three times June 10, June 17 & June 24th either wrong color been brought in or for reasons the flooring is not available. We tried to work with Empire to find a alternative flooring but in vain, the issue still persists. More disastrously the cancellation notice is told at last moment (on the day of installation or previous evening) while all the furniture are moved outside the house. causing inconvenience, financial loss and severe health trouble to the family. The customer service are rude inconsiderate and cynical at times, to the trouble and wont step up to resolve this issue. I want BBB to help me resolve this issue and take note of this company been dishonest and unprofessional to the consumers. ******

Desired Settlement: I want the agreed flooring job to be completed at the earliest date. *** If the flooring type is not available allow me to choose any flooring. And provide a refund for all the labor charge that I had paid to move my furniture for the past 3 days (3 * 200 =600) Thanks ******

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and all services were completed on July 7, 2016. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:


Complaint: ********

I am rejecting this response because:

Yes , indeed the job was completed as mentioned on July 8th - But I haven't yet been compensated for "3 time consecutive last minute cancellation" of appointment which includes ,

1) 3 days time off  for been present on the installation day

2) 3 days of paid labor charge to move the furniture.

Date includes "Jun 10, 17 & Jun 24" 2015

Sincerely,

****** *********

7/13/2016 Problems with Product/Service
7/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Empire Today to install ceramic flooring. Was told they could do it very quick, as I had an ideal deadline to have work completed. Before any pricing was given, I addressed concerns of sub flooring to sales rep. Was told that since I was switching from carpet/hardwood to ceramic it was not a problem because they would be backing the subfloor and leveling it anyway. I scheduled when I wanted the floors done, Monday. Installers show up on monday with a terrible attitude about the job at hand. They get to a section of the subfloor say it's an easy fix, but that they're not allowed to fix it. Plus they surprise us that it will be an extra $1200, to do what we were told they had to do any way to install the ceramics. Then they leave and take my carpet and hardwoods that they had pulled up with them. They basically say to call them when the floor is fixed and they'll finish, with no recommendations on who/how to have it fixed. Tuesday and Wednesday pass with little more than apologies and that they were going to address the problem. On Wednesday I'm told someone will be out Thursday. Thursday morning at 10:30am no one has arrived, so I call and am told installer will arrive between 11:00am - 3:00pm. It is now 9:00pm on Thursday, and the installer is just starting. And in order for them to complete they have to do the work on Friday and Saturday, leaving me to take off EVEN MORE work than I have to accommodate, because my presence is required during install. This has cost me more inconvenience than I ever imagined. The company was quick to apologize, but couldn't provide me a timeline of when services could be complete. Plus their contractors they send don't have good things to say about their sales or operations, which exasperates the problem. For what I'm paying the experience should be much more desirable.

Desired Settlement: I'm unsure of how to best move forward, beside price concessions taking into consideration the days I have wasted waiting on non-existent contractors and lost time at work.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and come to terms on a monetary accommodation.

 

We will also schedule the service to be conducted after June 28, 2016 per customer request. 

 

The customer also requested we provide a quote for luxury vinyl plank, which we will provide on June 27, 2016.

 

We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:


Complaint: ********

I am rejecting this response because:

I was told a Sales Manager would come to give the most efficient options and answer questions, instead two books of samples were left on my porch. The quotes for alternate materials than originally discussed never came, not even during the time frame they quoted in this response. The subfloors are done and I don't even know when we are moving forward. They have had weeks to at least have me the quotes for alternative flooring options. I sent a message at the end of last week telling them flooring could begin Tuesday.


Sincerely,

**** ******

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the installation was completed. We appreciate the customer’s feedback and consider this matter resolved.

7/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire has not showed up for any appointment when they schedule them. From the very first install appointment. No show and no call. I called and stayEd on hold for 40 minutes to find out they were not coming ony day of install. This was after I had moved furniture and appliances out of the home that morning, as I was expecting floors to be inatalled. Afdwe several calls I spoke to a ****** that told me my installer had taken my product to another location and was offered $500 off not to cancel my order. And she would call me in the next day or two to schedule the next appointment. I never received a call.back from Empire until two mornings later when the installer calls to say hE was on his way. The installer was short product and had to order more to do the job. Had to come back a second day just to start laying the actual floor. On the second day the installer was there until 9am and still did not have enough product to complete the job, not enough trim this time. I called to set up yet ANOTHER appointment to finish the Vinyl floor in the master bathroom and to make sure the trim work in the other rooms would be done. Was given and appointment for a week and a half later and received an appointment confirmation, called to confirm this the day before also. The morning of the appointment I receive a call that they did not have enough installers and would not be able to keep the appointment. But would be there the next day. NEXT day come, no I NE showed so I called and was told sorry it was a miscommunication on their part and it would be the next week before they could come finish the job. Since I have placed my order I have taken off 6FULL days and my product is still not installed!!!! Very unhappy with the customer service and lack of communication. I believe I should be at the top of the list for installation, after all the run around and being lied to about appointments. I also believe I should receive a refund for at least half of the price p

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and come to terms on a monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Business Response:

Installation was completed as agreed on June 27th, and the additional discount is in process as agreed.  We appreciate the customer’s feedback.

Consumer Response:
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,

*** *****

7/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted Empire Today to put tile in my master bath. I called them to have someone come out and redo the grout work because it was uneven (highs & lows) and I could feel the sharp edges of the tile when I walked on the floor barefoot, There is also a film on the floor that you can see when wet that has work boot prints in it where I presume something had been spilled and tried to clean up, but had dried on my floor. Empire set 5 appointments with me to redo the grout, but did not show for any of them. That is 5 days where I have sat home waiting for them with no call and no response to my calls. All customer service can tell me is that they will contact the San Francisco Area regional office and have someone call me. I have never received a phone call. I have received many texts this past week from the installer saying he was sorry and rescheduling however. But, he never follows through. I am very frustrated and just want to get the project finished so I never have to deal with this company again. I would never recommend them to anyone and would go out of my way to dis-sway anyone from using them for anything. I also want financial compensation for the 5 no call no show missed appointments.

Desired Settlement: I want the job finished correctly with good materials, and financial compensation for the 5 missed appointments.. The installer sent me a text that said he had to order a special grout for my floor because he didn't want to use bad grout. Does this mean that they used a poor quality of grout on my floor to initially lay the tile?

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we have offered to replace the ceramic flooring. Replacement is scheduled to begin July 9, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, the agreed accommodation was processed on July 5, 2016, and all services were completed on July 9, 2016. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:


Complaint: ********

I am rejecting this response because:

I did receive my requested refund for the 5 times that the service crew had a no call no show, and the crew did show up on the 9th to redo the tile floor.  The removed the incorrectly done tile on the 9th and replaced it on the 10th. However, they have agreed to come back to replace one tile piece that is still not set correctly. and they did damage the paint on my bathroom door (took off aboun 2 inches of paint,while trying to clean off grout material they got on the door). The guy did half hartedly offer to paint the door, but I am reluctent to let him touch it.  We just made arrangements for him to come back and redo the tile piece that he agreed was still wrong.

Sincerely,

**** *******

7/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire has failed to complete a flooring project after 5 weeks(going on the 6th week now) with no work being done since the initial day of install. 3 rooms were completed to satisfaction. However the fourth is where the problems start. This is our downstairs bathroom being retiled which meant the removal of the toilet. This toilet has now been sitting in our living room for 5 weeks. We have tried to work with Empire and the installers. Each time we have had to call Empire or the Installers to have someone check/work on the floors. They have at no point made any preemptive effort to complete the work they started. On initial install day when they said our bathroom floor had moisture my husband specifically asked if there was anything he could do to aid the drying and was told no. The second week we had them come out and check it he asked again he was told ok you can put fans in there to help. The third week he was finally told that he should put a sealer on the floor. He did so that day it is now 2 weeks later and we have again had to contact Empire to have someone come to our home to complete our flooring job that has already been paid in full. The service and support is utterly deplorable and the fact that we have had our toilet sitting in a primary living space is awful. At this point we have called Empire customer service multiple times on different days and have tried contacting our sales rep.

Desired Settlement: First and for most I want Empire to come to my house and complete the job they were paid to do. Second I feel that we should be refunded a portion of the cost due to the amount of time this issue has taken and the hassle this has caused with a bathroom being completely unusable and a toilet sitting in our living room.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Moisture readings in the ½ bath have been inconsistent, causing us to delay installation. The customer has requested to cancel that portion of the order and be refunded. We have agreed to that resolution and the refund will be processed to the original method of payment in 5-7 business days.

 

We appreciate the customer’s patience regarding this matter.

Consumer Response:
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,

***** *******

7/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had LVT installed in our small office, we have 3 chairs that we use in this office that have wheels. Only under one of the chairs did the flooring start to come apart. The owner called Empire Today in December, 31st 2015 to get this resolved as they were the one's who installed the flooring originally. She was advised that we would have to pay $150 for the repair and it was not a warranty issue. We sent them pictures of the floor on 1/19/16 questioning why it wouldn't be a warranty issue. By 2/23/16 we had attempted to call in twice to schedule the repair. The first time they came out after we were already closed, and the second they were supposed to be here on a Friday and simply didn't show up. on 2/23/16 we e-mailed to advise of these 2 missed opportunities. We finally get a response on 3/3/16 advising us the cost of the repair and how much they were going to charge, which we already knew. We responded to that e-mail in that same week asking when would be the soonest someone could come in, no response. On 4/18/16 we e-mailed the same rep. to ask why we still haven't heard anything. We send with a read receipt and it was read on 4/19 at 7:16am. She still didn't respond. I called in and let her know of incredible frustration with this situation and how we didn't understand why it wasn't a warranty issue as it only happened under one chair and why would they recommend a product for an office that wasn't going to work for us. I asked for us to not pay at this point due to the warranty Issue I felt it was and the fact they dropped the ball for months on getting us scheduled. She was incredibly rude and she said she would not do that. I got her supervisor information and called her supervisor instead. I advised her of everything and she said she would get back to me by the end of the week. No call. I called the supervisor again last week and left a voicemail, still no call back.

Desired Settlement: We would like them to come out and do the repair at no charge. They quoted us $150.00 for the repair, but this is a warranty issue and if nothing else, at this point we shouldn't have to pay... we have been trying to schedule with them for 6 months!!!!!!!

Business Response:

We appreciate the customer contacting us regarding their concerns.  We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the luxury vinyl plank flooring.  The certified inspection is scheduled for June 24, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Complaint: ********

I am rejecting this response because: I will wait to accept, I need to see what happens further before I accept and close this complaint. Scheduling an inspection is not sufficient enough of a resolution for me to be satisfied yet.

Sincerely,

***** *******

Business Response:

We appreciate the customer contacting us regarding their concerns. The inspection results have revealed an area of the installation the must be repaired under the installation warranty. We have spoken with the customer and agreed to repair the luxury vinyl plank under the installation warranty at no cost to the customer. The material has been ordered.  The repair will be scheduled at the customer's convenience once material has been received. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

7/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased laminate flooring and installation of that flooring from Empire. The crew who installed the floors cut the laminate boards INSIDE my home, instead of using the garage, carport or back patio as I told them. This caused dangerous amounts of laminate board dust to be released into the air of my home and into the lungs of my family. Several of us became VERY ill. They also did not install the doorway thresh-holds properly, did not reinstall and subsequently RUINED my baseboards & used the incorrect material to install the 1/4 rounds. I have been attempting to have this issue resolved since February 2016 to no avail. I want the flooring removed and my account/debt with them cancelled since I refuse to pay for floors that are still not properly installed!

Desired Settlement: I would like a refund of out of pocket expenses I incurred to clean up the massive amounts of laminate board dust that was released into the air of my home due to the negligence of the installation crew. I would like a refund of the doctors office visits for myself and other family members inside the home who have asthma that was exacerbated by the laminate board dust. I would like Empire to REMOVE the laminate floors from my home. They are NOT the same as the samples shown to me, they are bubbling up all over the place and since Empire STILL hasn't completed the installation, I just want their product out of my home and my account/debt with them (***** *****) cancelled. They also charged me the wrong interest rate for a portion of the line of credit. I have the documents I signed for a 9.99% interest rate, but my statement says 29%. It was a bait & switch. I have no recourse. It's me vs. them. They are bigger. I need help. Please!

Business Response:

We appreciate the customer contacting us about their concerns.

 

The regional manager spoke to the customer on Wednesday June 29th. We have offered to review any estimates and receipts regarding the cleaning needed after installation. The customer also had concerns regarding the financing account for the purchase; while we are a wholly separate company we have also offered to review the customer’s invoice. We can find no discrepancy regarding the payment or the material installed. The customer received the correct flooring and at the agreed upon contracted price.

 

For customer satisfaction and goodwill, we have offered to replace both the baseboard and quarter-round trim at no cost to the customer.

7/8/2016 Problems with Product/Service
7/8/2016 Problems with Product/Service
7/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire installed a carpet for me on 05/12/2016. The installers spoke little English, did not come with a working vacuum cleaner or a screwdriver (which I lent them). They removed the doors from my rooms and closets to perform the installation and did not re-hang them. I notified Empire of the issue and they sent another installer out who refused to adjust/reinstall the doors. I requested someone who was able to do the work come out, a credit be given to me so I could hire someone to rehang the doors or a full refund and allowance for Empire to retrieve their carpet. The corporate office told me the local installation office would call me on a number of occasions, those calls never came. They have declined to send someone out to hang/adjust the doors, refused to provide a credit and have not responded to the request for refund to date.

Desired Settlement: I really am disappointed with Empire and would like a full refund and their product out of my home. I am willing; however, in the interest of time and everyone's best benefit to allow them to have someone come in adjust and rehang the doors or a credit for $700 for a carpenter to come out and do the portion of the job Empire failed to do.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

If the new carpet is thicker than the previous flooring, this will cause the doors to drag on the new carpet, potentially causing damage to both. In the Pre-Installation Check List given to customers at the time of the sale, we advise customers that this is a possibility and that we do not cut or adjust doors.

 

For customer satisfaction and goodwill, the installer has agreed to return to the customer’s home and complete the needed adjustments and trimming of the doors.

Consumer Response:
Complaint: ********

I am rejecting this response because: The installers were able to trim and rehang the doors and did show up this time. However, due to a problem with the original installation, the tracks for the sliding doors were not able to be reinstalled. I was advised that I would be receiving a call from **** today or tomorrow regarding this issue and final resolution.

Sincerely,

O ****** ******

Business Response:

Unfortunately, we are unable to service the tracks for the sliding closet doors. We have asked the customer to provide an estimates for such repairs for our review.

7/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had new hardwood flooring installed on the first floor. We have glue all over the floor,A broken door from the garage & abroken stove. The walls were newly painted & had to be washed down after they lefted.The registers were full of wod & padding. My garage & everything in it is covered with saw dust. They lefted at 9:00 at night on 6/8/16.I have been calling every day & no one has returned our calls

Desired Settlement: Do the job that we paid for and clean up.

Business Response:

We appreciate the customer contacting us regarding their concerns.  We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the hardwood flooring.  The certified inspection is yet to be scheduled. Once we have results we will discuss the findings with the customer.  

 

We have also agreed to review estimates submitted by the customer regarding damages that occurred during installation for possible compensation.

 

We appreciate the customer’s feedback and look forward to amicably resolving this matter.

7/7/2016 Problems with Product/Service
7/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2012 I purchessed flooring from Empire, carpet in 3 rooms plus hall, laminate and vinyl tile in bathrooms and kitchen. When we set up the appointment we were told it would take 2 days. We set up Friday and Saturday. When the installers came they wanted to do it all in one day because they wanted Saturday off. So because of there hurry to get it all done in one day the carpet was no laid propely and has now raised up in 4 places in the 3 rooms. When I called Empire they told me it would be $250.00 per room to come out and fix.. Well I don't agree with paying $750.00 for ther installers doing a bad job of installing the carpet. They were in such a hurry to get it done in one day that thy cut corners and now I have a problem.

Desired Settlement: I want them to come out and fix there mistake without any charge to me.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and service to repair the carpet is scheduled for July 5, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

**** *******

7/6/2016 Problems with Product/Service
7/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: An Empire crew installed wood laminate flooring on May 12, but did not have trim pieces to finish the job. The foreman promised to return but did not. The customer service department scheduled a return visit to complete work for May 31, but no one showed up and no one called. The customer service manager in ******, "****," did not pick up his phone on several occasions, and his voice mail box was "full" so I couldn't leave him a message. Repeated calls to Empire's general ******-area customer service line got one call back (a rep left a voice mail message), and my subsequent calls to the department resulted in NO further call backs. Therefore, to get the porject done, I bought the necessary trim pieces from **** ***** and hired a handyman to install them. The work is almost done now. I am out approximately $125 for materials and $100 for labor.

Desired Settlement: I want compensation of at least $225 from Empire Today, along with an explanation of why its reps would not contact me.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, installation has been completed and we have provided a monetary accommodation. We appreciate the customer’s feedback and consider this matter resolved.

7/6/2016 Problems with Product/Service
7/6/2016 Problems with Product/Service | Complaint Details Unavailable
7/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had our floor done by Empire today. We paid $5700.00 and from begining we had issues of installation. Finally they send installer and he did not do any thing or repair, once we told him there is a gap between laminated floor , he told us it will settle by time. It got worse we called and email several times ( i have proof) no respond. Finally they agreed that they did not use moisture control and wanted us to pay for it! We hired 3rd party inspector and with proof he said on his report that empire today did not follow manufacture installation . We send another email to GM and no respond. Couple of times we were able to get a hold of them, they said they will discuss with home office and get back to us which they never did. My flooring looks horrible and i have no choice to take them to court. Costumer pls,pls be aware and dont waste your money

Desired Settlement: Full refund including inspector fees.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have agreed to refund the order and provide an additional monetary accommodation for the cost of the inspection. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

******* *****

7/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Where do I begin? After contracting with the salesman we agreed to have carpet installed by Empire Today on a Thursday. We were told to expect a call from the installers between 8 and 10am. That never happened. Upon calling Empire several times we were told that the installers would arrive around noon. Didn't see them until 1:30pm. It was obvious they were subcontractors. But they seemed competent enough to install carpet. One even spoke english. However, at 4pm with the job half done they left claiming that they had neither sufficient carpet or the needed tools!!!! But they would return first thing in the morning. Morning comes and no installers. A call to Empire and we find out the carpet is "out of stock" and won't be in for another day!!!! It's a good thing I have no life and can sit around for THREE DAYS waiting for Empire. Day three arrives and so do the installers upon which they almost complete the job. I say almost because they tell us they don't have NAILS to reattach the molding!!!! Nor do they have an adequate vacuum cleaner to clean up after themselves!!!! I don't like to use the overused phrase jaw-dropping but I am stunned when I see that even the most basic elements of service are overlooked. How are these people staying in business?

Desired Settlement: compensation for wasted time

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and come to terms on a monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

7/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Had a warranty issue and called 5 times before a representative came out. When they came out told us immediately we had recalled flooring installed and someone would take care of us within 24hrs to talk about change out. 3 days later no calls and no will return my phone calls. Office of the president , customer service or district managers

Desired Settlement: To have floors replaced with no recalled flooring , and carpets cleaned from all the dust ripping out and installing new flooring will cause

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on June 16, 2016. We need to schedule one additional repair of a transition. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:


Complaint: ********

I am rejecting this response because: the floors did get replaced as agreed but due to faulty installation one piece of molding is lifted up and per ***** ****** a tech was supposed to been here . No one showed and no response from anyone. Same story as before , problems arise and no Empire Today.... Also there is a $150 refund due to us for carpet cleansing due to empire today installing faulty flooring per our new contract. We haven't seen that either 


Sincerely,

****** *******

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on June 27, 2016. We appreciate the customer’s feedback and consider this matter resolved.

7/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my floors done in March of this year...in still haven't got my repairs done correctly. The contract workers empire uses...not professional workers, they do very poor quality of work..have no knowledge of what they are doing. The carpet crew was not honest, they keep the original padding when I paid for all the padding to be changed in my home. Notified the company of this issue..very unprofessional work. The same floor crew done the vinyl planks...the floor was put in wrong..seen a lot of bumps...humps in the floor...floor had to be redone..and still not correct, the planks makes popping noise when you walk on it...noise not from the shoes, but from where the planks hit the concert floor..under the planks. Damage my floor boards, carpet coming up from the floor when I hoover and sweep my floor...contact the GM-***** *****, she never returns calls and ***** *****, she never return calls..****** ******* she never return my call and all so a **** *****...still waiting on a call from him..he did come out in done some touch up work for the crew who done my ceramic tile...and instructed the carpet\vinyl crew to come in correct the errors in the floor but sadly to say.. My FLOORS still NOT REPAIRED!?? The company has poor customer service, cheap quality contractors "workers"...very unprofessional.... but very high prices\cost! Here it is June and still waiting on my floors to be repaired correctly...my floor boards and walls are so messed up...all marked up...I had to clean up the mess they made to my wall...and to say more they go in your drinks\water and use your kitchen like its a break room..the ceramic file crew used my outside water and left it on...it was on for two days. So Iook like empire today need to pay me for electric, water and extra for drinking water...very dissatisfied with the service!!!

Desired Settlement: Or finish the job with experience workers and complete it in a timely manner

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we will be conducting repairs to both her carpet and luxury vinyl plank flooring.  The services are scheduled for July 9, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

7/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we signed with Empire for rugs they never sent the contract till after the it was to late to review and cancell . Then when we reviewed the contract we noticed a number of errors we called the about these errors n nothing was done their customer service center called their sales office n they were not taking calls. The service rep said she left a message n someone would get back to us. That was on June 10th n no call. Their sale rep tx'd me a copy say ing our old rugs would be haul d away but did not address any of the other issue such as type of rrug,colors for living room n bedroom,n trier warranty.the installation date is June22nd n no response. Please help me to get this resolved or cancel my contract.

Desired Settlement: corrected contract or cancellation of my contract with no penalty.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the installation of the correct carpet was completed on June 22, 2016. We appreciate the customer’s feedback and consider this matter resolved.

7/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted with Empire to install a subfloor and vinyl tiles with grout in my kitchen; the subfloor first, then cabinets installed by another service provider, then the tile installed. Although there were many issues with their service, these are the highlights. The tile installer began laying the wrong color tile on Saturday. I told him. We both talked to his boss and he left. I thought he was coming back. He left the kitchen with adhesive spread throughout it and refuse in the hallway. No one at Empire reached out to me to let me know when they would be back and left me hanging with my kitchen inaccessible like this. I called them around 5 p.m. that same day ( Saturday) and their response was that customer service inquiries would get a response in 24 to 48 hours but since it was Saturday, I'd hear from someone on Monday. With my kitchen inaccessible, that was an inadequate response. After many phone calls and emails, Melissa *****, a customer service manager agreed to a $300 discount and my rendering payment "once everything is completed" and scheduled the installation. The installer came on June 8 and installed the tiles. The next day, the grout was cracked and riddled with small holes. Because the work was not done properly, I emailed Ms. ***** to ask when the grout could be repaired. Ms. ***** threatened to begin collection proceedings if I did not pay for the work before it was done. Among a number of phone calls and emails with Ms. *****, a Mr. ***** ****** and an installer an appointment was made for the grout to be redone. The installer never showed up for that appointment and I haven't heard anything from Empire since Ms. *****'s last email confirming that Empire would keep the appointment for repair (that no one showed up to do). I have pictures of the kitchen abandoned covered in adhesive and the installed tiles with the significantly cracked and pocked grout. There isn't enough space to detail all the egregious lapses by Empire.

Desired Settlement: Because Empire has performed so horribly, particularly not once showing up on time and performing a service correctly, I'd like to Empire to credit my remaining balance (I already paid $939.63 for the installation of the subfloor). I want to pay someone other than Empire to repair the grout. I want someone else to do it because Empire keeps failing to show up for appointments, does subpar work when they are here, and customer service is threatening rather than helpful.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and issued an accommodation to the customer. We appreciate the customer’s feedback and consider this matter resolved.

7/4/2016 Problems with Product/Service
7/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid for carpet installation at my home on May 27th and paid in full at that time. We were scheduled for June 7th installation date. We received a call 2 days before confirming the date then another call the same day saying they had no one available to do the install and could not offer any other date that week. My Son who is renting the house from us right now, had rearranged his schedule at work to accommodate the installation date and then had to rearrange his work schedule again for the following week (new installation date). I called Customer service that night, June 7th and told them this was not good customer service at all and I was unhappy. I was told someone from the local office would call me the next morning. That did not happen and I had to call again to the 866 customer service number. I was then transferred to a Manager who apologized and said he could offer a $75 credit back to my bank account but that it would take up to 10 days to receive it. I still have not seen the credit in my account and have since that time sent two more messages through the customer service website which have been unanswered except to say the issue was forwarded on. This is not how you treat customers. I went with Empire because I thought you had a good reputation but this has not been my experience. You really need to call your customers back when stated, respond to emails and issue a timely refund. At this point, I don't know what is going on. Customer response sent the following tracking #1-**********.

Desired Settlement: I want the $75 credit to my account immediately as offered. I would like for someone to acknowledge receipt of my complaint.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and issued an accommodation to the customer. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

***** *******

7/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have tried resolving many issues with Empire since installation. The laminate floor in kitchen was measured wrong, leaving a gap between floor and back door, base board was not fixed measured and replaced correctly under sink making heat vent hang forward with the base board. The floors edging and strips are not on every edge and some are cracked causing my kids to have cuts on their feet. When these were reported we were told to fix them our self. The front room rug threads are unraveling all over, I have to cut strings so my toddlers don't eat them. I now have backing showing in areas and one was so bad ripped and shred by kids getting strings I had to cut backing into a square to protect my kids. I emailed and called many times. I've been told different answers and basically lied to and time delayed to the point where now my warranty is void. They threw that in my face of course. Not for a lack of me trying. I believe it was intentional on their end. I DONT WANT THEIR RODUCTS. I had to rip up one bedroom carpet because of carpet unraveling and my babies are in that room, their health is more important than waiting forever to get a resolution. 1/21 we called to get this resolved and was told we had no warranty. I had already emailed Empire 12/9/15 with product names/codes I knew the warranty was still valid. 1/23 a manager called from grand rapids to come assess rugs, he was a no show. Phone calls and emails continued to 5/26. Jeff was told there was now a $75 gas fee to come to the house. that was a lie, I emailed CS again (reply): request has been forwarded to our Customer Service Resolution Team a rep will be in contact with you within 2-4 business hours to discuss this urgent matter. No call received. 6/2 I replied I still had no calls. 6/3they denied it via email. I asked in my emails to call Cell phones day house phone night. on 6/3 my last email I said I need answers now or I'm filing a complaint. This company has no compassion very rude.

Desired Settlement: I was willing to replace back in December but now the problem is worse and in more areas, and the fact that being put off ignored is the game played, I am not going for it. I don't want a single item from them because now I lost their trust. I want my money back I will find a better flooring company. I work hard to have good things not to be ripped off and told too bad by any company. Why do consumers have to just take it. If we are late with payments or ignore our contracts we are fronted right away by the company. We deserve the same equality. I am disabled now and I don't want to be pushed around any more by companies who think they can just get away with anything they want. I saved all my emails saved too. I refuse to make all phone calls so I cant be told later I misspoke.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer.  The carpet and laminate were inspected and the inspection revealed no manufacturing or installation related defects in the floor.  All concerns were maintenance related. We have offered the customer for customer satisfaction and good a full replacement of each product at a deep discounted cost to the customer. The customer has declined our offer at this time, but has agreed to call us back. The offer has been guaranteed for 30 days. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

***** ******

7/2/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Sales woman (****) from ******** location came to our home 6/6/16, gave quote and made arrangements for delivery of vinyl, followed by carpet installation. Said crews did not like to do same day install on different products. She insisted on a credit card instead of check, stating the company was having a hard time processing checks. Used card to put a 10% deposit down to be applied upon installation of vinyl, with final billing at time of installation of carpet, 3 days later. On 6/7, **** called to state that the wrong vinyl had been delivered, and that installation would be pushed to Friday, but that it would still work because carpet was to be installed the following Saturday, 6/11. On Wednesday, 6/8, a crew showed up at 8:45 a.m. to install the incorrectly ordered vinyl. They had no idea nor had they been told that the product was incorrect. Called **** and she couldn't explain why they hadn't been contacted, but assured us they'd be back Friday to install correct vinyl. Friday morning, by 8:30 a.m., no one had called for a delivery time. Texted ****, who said those calls were made around that time, and we should hear from someone shortly. By 9:10 a.m. no call. Texted **** as such, but no response. By 9:30, she texted me asking if I'd heard from anyone, to which I replied no. She said she'd look into it and get back with me. At this point, I decided to call the customer service department from the order information she'd left with me. Contacted head of customer service, who said she had no product for us, and that we were not on the schedule for installation of vinyl. I explained the situation thus far, and she said she'd investigate and get back to me within 30 minutes. 45 minutes later, I called back to Empire C.S. in ********, and was told my rep was in a meeting and she'd call me back. I told her I'd just wait, and she put me on hold, came back and said rep stated my product was not there. In the meantime, **** called and said product was there.

Desired Settlement: Salesperson stated customer service rep was 2 weeks new to job and didn't know what she was talking about when she told me vinyl wasn't there. Assured me a crew could NOW come on Saturday, 6/11, and install vinyl AND carpet. When questioned her as to how it could happen when she had stated it couldn't in the original sales meeting, she said crews didn't like to work on the same day, but they COULD if had to. Very different from original sales pitch. At this point, I told her I didn't trust her info, and needed to speak to the installation mgr. She said he was with a customer on sight and couldn't talk, but she would guarantee installation. Not happy, I called back and finally again spoke to head of C.S. She said she'd been working my case the entire morning, saw our product in warehouse, but said there was no way the install of vinyl could happen until next week. At that point, I asked for refund. Stated I had to go through cancelation dept. Made three attempts, each time disconnected.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, the order has been cancelled per the customer’s requested and a refund of their deposit has been processed. We appreciate the customer’s feedback and consider this matter resolved.

7/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had hardwood flooring installed in our house and within 1 month there are pieces coming unglued, there is quite a few pieces that are warping and peeling. Empire Today has come out to the house and looked at the floor and taken pictures of the floor and said they had to contact the mfg. of the hardwood to see if they can get it replaced for us. We are not satisfied with the floor or the carpet for that matter in two bedrooms and the stairway. They sent someone out extremely late in the day and it took two days to install the carpet. The padding was switched with a different padding and it is not as thick as was promised. We actually would like to have it all replaced. I can actually feel the nails thru the carpet and padding when I use my stairway. I have contacted Customer Service - ****** and ***** numerous times within the past 3 months to no avail. They keep stalling on getting someone out to our house and I am ready to stop paying for the product unless it is replaced and soon. The original date was late December 2015 for installation and we are now heading into June 2016. I am fed up and do not believe anything they say. We are supposed to have a lifetime warranty on all the products and I have asked to have to warranty mailed to me and no one can ever produce this document. I think the whole company is a sham. Thank you, **** ********

Desired Settlement: Would like the hardwood floor replaced and put a weather proofing on cement before installing the hardwood. Would also like the carpet replaced on the stairway at the minimum.

Business Response:

We appreciate the customer contacting us regarding their concerns.  We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the engineered hardwood and carpet.  The certified inspection is yet to be scheduled. Once we have results we will discuss the findings with the customer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

7/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had all carpeted areas of our home replaced by Empire Today Jan '16. Upon walk through, I noticed that there was an obvious gap in the basement where the floorboard didn’t meet the carpet. When I asked him about it, he said it was the floor. I don’t know anything about flooring or carpet or what’s normal or not so I didn’t think anything of it & we proceeded with a quick walk through and they left. When my husband came home, he said it was not normal and also pointed out two other areas where the carpet was seriously caving in. We called, they came back 3 weeks later when they pulled back the carpet it was VERY obvious that the padding was cut too short by 2 inches & the installer didnt fill it. They filled it & apologized & addressed the other 2 areas where it really was the floor and not the lack of padding. We were good at this point. Until I was walking around one day & felt something poke my foot. I felt around in the carpet & pulled out a long nail. Over the next few months I pulled out about 9 more. I didn’t keep them all because I didn’t think it was necessary until I kept finding them in my brand new carpet. Normally I wouldn’t care that much but my baby crawls on the carpet & she could stick one of these things in her mouth so it is extremely dangerous for my young children. I sent a FB msg to Empire. ******* from corporate called me back to find out what had been going on, she was shocked & understood my concern. She shared that she believed they were brand new nails, & not nails from the old carpet as if someone had dropped a box of new nails & not to picked themp up. This jogged my memory that they left an open full box of razor blades in my house where my 2 young children run around as well. She said she would do some fact finding and call back. she didnt. A month or so goes by and i keep finding nails. I posted another FB to Empire. they said someone would call me back. they didnt. today, we found a long staple.

Desired Settlement: We have spent ALOT of money with them within the past 2 years. Although we expect good customer service and resolution without multiple attempts and having to go to the BBB, what i really want is for all of the nails/staples to be removed that are embedded in the carpet which we keep finding after walking on them with an explanation as to how this could happen as i'm fairly sure this is not normal. Additionally, i would like the padding installed properly (there is still a gap in padding on the stairs and i'm positive its because it wasnt installed properly). My babies are in danger in my own home and that is NOT OK. thanks in advance.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have attempted to contact the customer to schedule the service. Once have reached the customer we will schedule the pull back of the carpet to ensure there are no nails remaining, stretch, and tack the carpet. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

7/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had vinyl flooring installed on 3/16, sales rep measured sq ft for transition strip, the price quoted was to include the strip but on day of installation installers didn't bring the correct stripping and wanted to install an inferior product that we didn't want. While installers were still here we called the 800 number on contract, told them our situation & the person on the line, ****, assured us that we would be getting the transition strip that we ordered, Ref #**********. Since we didn't receive a follow-up call the following week we contacted the local installer. They said they could find no record of transition strip on order, ref # wasn't valid and they had no one by the name of **** working for them, but they would order stripping for us (at no cost) but install would be $150 scheduled for the foolowing week. The day that they were to install, we get a call saying that Melinda is at the warehouse & can't find the transitioning strip, would order but it would take a few weeks & she'd cut install price to $75. A few weeks later no action, my husband called and tried to speak with the person that he had spoke to previously on many occasions (Melinda) but the receptionist wouldn't put him through to her direct line, even though she had given us her direct #. It's been about 2-1/2 month now, we've left several messages but no stripping or return phone call.

Desired Settlement: Although the installation was a mess, after working on the floor all day when the installers trimmed around the cabinets, the cuts were totally jagged, only way to salvage the floor was to remove all of the cabinet baseboards and insert cardboard in between baseboards to cover ragged edges. All we want is the installation to be finished, we would like the transitioning strip that we agreed on installed. Thank you.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have recently obtained the materials needed to complete service for the customer. We have attempted to contact the customer to schedule the service. Once have reached the customer we will schedule and complete the service. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/30/2016 Problems with Product/Service
6/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased new carpeting for my rental property and needed to take a day off of work to have the installation completed. Within a week of the installation, I needed the installers to return to the property to fix the transition from the carpet to the linoleum because it was not replaced when the new carpet was installed. This required me to take another 1/2 day off of work to have this completed. Less than 90 days after the second visit from Empire's contracted installers, the carpet began to pull away from the the transition and I contacted Empire to have the issue resolved. I received a call from customer service to work on scheduling another time to come and have the carpet corrected. On June 2nd after speaking with ********** in customer service, I send him a picture of the issue and he told me he would give me a call once he received it to set up a time to discuss options. As of June 6th, I still have not received a phone call from ********** or anyone else at Empire to have this corrected. I am extremely frustrated that I have not received a call from Empire giving me options to correct the installation. This is going to be the 3rd time I have had to take time off of work to have this installation completed. I cannot continue to take time off of work to have something repaired multiple times that should have been correctly installed the first time. Thank you, ***** A *********

Desired Settlement: I would like to have this issue corrected immediately at a specific time we both agree upon so I am not waiting all day for a window of time. I have been very patient with his matter and I wanted it rectified immediately.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on June 18, 2016. We appreciate the customer’s feedback and consider this matter resolved.

6/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered blinds from empire and they were measured and then installed. However 1 blind was measured incorrectly so had to be sent back to be fixed. I have called empire at least 5-6 times to get the missing blind installed. I was put on hold for a total of several hours, I spoke to various manager and no one was able to help me. The call center could not get a hold of any managers and said they would have someone call me back but no one actually ever calls you back. The local office that is handling my blinds has 1 person that you can deal with, only 1 and she is never available to help. The customer services experience by far has been one of my worst and I mean even worse then Verizon when they were on strike. I want my blind installed on a day I choose, not a day the company puts in their system and then never actually tells the customer about it. I wish I never choose this company for my blinds it was a lot of money and I am so unhappy with the result.

Desired Settlement: I want my blind installed and I want a percentage of the blind cost back from the mis handling of my order and the horrible customer service I have experienced.

Business Response: We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, provided a discount off the order for customer satisfaction and goodwill and completed the installation on June 11, 2016. We appreciate the customer’s feedback and consider this matter resolved.

6/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Your Customer Account #: 1-****** We hired Empire to install new carpet in two bedrooms of our new home. Our sales representatives name was ******. He was very nice and professional. The two carpeted rooms had transitions into a hallway that is laminate. Included in the negotiated price of $1295 that we agreed to with him was, in addition to the transition pieces from the new carpet to laminate, that they would also do a transition from tile to laminate that we had in the same hallway, so that they would all match. That location did not have a transition piece when we purchased the home, and ****** agreed that it should match the transition pieces that they would already be installing in the same hallway. That inclusion is what sold us on hiring Empire for our carpeting. On the day of installation, I got a call from the installation department saying that the installers forgot the transition pieces, and they would discuss with me about rescheduling to come back to finish the next day. When the crew arrived, they confirmed that they did not have the transition pieces, and would come back the next day to install them. They then installed our carpets, and did a wonderful job (except for the mess they left behind). When they left, I refused to sign the completion document, and told them I would sign it when they came to finish the transitions. It has been almost 3 months, and I still do not have a resolution. I have been on contact with the installation department several times a week since then, been passed back and forth between several different people, all understanding my situation differently, and they are no longer returning my phone calls. At one point, they were saying that they do not do transitions to laminate they did not install, and I informed them that was unacceptable since it was written in my contract. I informed them this week that if I did not hear from someone by the end of the week to resolve this, I would be filing a complaint here.

Desired Settlement: $1295 refund for incomplete services, and broken contract. The entire reason I agreed to and signed the contract was because of the matching transition pieces I was promised. I did not sign the completed installation form, and they still charged me for the incomplete installation, and are not responsive to solving the issue.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have provided a monetary accommodation and will review receipts to possible reimbursement for damages. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire today installed vinyl flooring in my entire house and did a pretty shoddy job of it, and all I've been asking for them to do is to come back and repair the kitchen vinyl. I started asking this on May 10th of this year and I repeatedly get told that I,m on the schedule, but no one ever comes out I have called each day at least 15 times and all I get to talk with are customer service call center operators. I was told by one operator that I was not a priority since I had already paid and they would not come back out to fix flooring that was laid down crooked. I have tried to resolve this issue for a month with Empire and no one will help me. I now have to hire someone else to lay down some flooring for my kitchen because I can't get empire to fix their mess

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and service began on June 20, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/29/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
6/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The installers that came to our home ******** on the siding and driveway on the back of our home. They left 4inch razor blades, a blood soaked tourniquet, and staples in our driveway. They left old staples, cut rug pieces and padding on our front porch. They also scrapped, gouged and left several hand prints on the walls in all 3 areas of our home that they installed carpet in, plus left old staples on the carpeting in the entrance room of our home.

Desired Settlement: We would like a partial refund for having to clean the interior of our home, repairs made to walls, having to wash ***** off our siding and driveway and having to clean up blood soaked tourniquet, razor blades, and trash in driveway and on front porch.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and come to terms on a monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/28/2016 Problems with Product/Service
6/28/2016 Problems with Product/Service | Complaint Details Unavailable
6/28/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I got hard flooring and carpet installed at a cost of $16,000. One week after the install I noticed gaps in the flooring. I have called on 3 different cases, gotten an appointment time and each time on the day of the appointment, no one shows up to fix the floor. After the third missed appointment I called customer service....again and asked to speak to a manager. I was told that a manager will call me within 2 to 4 hours, that was 4 business days ago and no call yet. I partnered with Empire because of their warranty but they don't seem to want to honor it. Empire and I had a deal. I pay them $16,000 and they would properly install a quality product, if they don't meet the quality standards they will return and make all corrections needed. I lived up to my end ..... I hope Empire is an honorable company and will live up to their end.

Desired Settlement: Modify the flooring installation to eliminate the gaps in the hard flooring, this can be done ONLY if Empire actually shows up for the scheduled appointment.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and service is scheduled for June 24, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We recently had repair work done from Empire for work that was previously completed by them in 2015. However, the work is still not done correctly. Their subcontractor used a substance (not sure if it was glue, cement, or filler) to fix a ramp in our downstairs hallway. I called and emailed ***** ***** at Dallas Customer Service on May 13, and received a response from her on May 14 that Empire now has a Commercial Accounts Specialist named **** *******. ***** said she forwarded my email and voicemail to ****. I received no response, so I emailed **** ******* on May 25 asking what the next steps were to get this problem fixed. I still have not received any response and I called today - June 1 - and left a voicemail for **** asking for information.

Desired Settlement: The job is still under warranty, and needs to be repaired immediately. It is a safety hazard as pieces of the substance used is coming off of the concrete and stretching the carpet causing an obstacle for walking. I would like someone to contact me and schedule a repair immediately.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have placed an order to obtain the materials needed to complete service for the customer. Material have a scheduled production date of July 1, 2016. Once materials have been received we will schedule the service to be completed at the customer’s convenience.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/28/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Was told during sales pitch about how quiet the floors were going to be once installed. (very quiet) We spent almost $7000 for new floors. Once floors were installed, we called to complain. After numerous attempts to contact someone that could make any decisions, which took at least 2-3 weeks that my family is basically living out of boxes, they finally sent out an installation manager to inspect floors. It took almost another 2 weeks for a response which was instigated by us many times. Finally a Manager calls with the results, offers $1200 credit, and 2 other fixes that include paying more money. I have already given them $6900 of my hard earned money and did not receive what was explained in great detail during sales pitch. They did send out a second installation/flooring manager, which he stated that there were some flooring issues, but that I assume is just hearsay, it has been about 4 weeks and we have still have not heard anything back from them about the second visit. I believe I am being mistreated and being forced to accept a product that was misrepresented during sales pitch. I am very displeased with the lack of caring about taking care of customer. I am in the service industry and would never treat a complaint this way.

Desired Settlement: Half of money already paid returned. It has been months with little to almost no resolution.

Business Response:

We appreciate the customer contacting us regarding their concerns.  We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the luxury vinyl plank flooring.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Several issues throughout the installation process. Many missed appointments. Several days taken off work for no reason. Received a call from Empire 2 weeks ago stating they would send someone to the house on 5-20-16 to review the issues, so I didn't respond to my original BBB complaint as I assumed they would finally make this right. Another day away from work and nobody showed up. Called at approx. 4:30 pm to see if someone was coming and AGAIN was told that they could not get anyone out that day. No call throughout the day to let me know there was an issue, just like 2 other times during original installation. The grout is "popping" out throughout the entire installation.

Desired Settlement: I would like the job to be finished correctly and compensated for the days that we have had to be available for Empire rep to come to the house but did not show up.

Business Response:

We appreciate the customer contacting us regarding us regarding their concerns.

 

The repairs were completed under warranty at no cost to the customer.  We appreciate the customer’s feedback on this matter.

Consumer Response:
Complaint: ********

I am rejecting this response because: This is still not settled. The work again is failing. Hoping for resolution on June 23rd.

Sincerely,

******* *********

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we have an appointment on June 23, 2016 for a member of management to inspect the installation. We have also agreed to discuss a monetary accommodation once repairs have been completed. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: sought new flooring for bedroom and bathroom. Empire sales representative sold us vinyl flooring but misrepresented color of flooring. When flooring arrived on 4/13/16, we kept saying that we were dissatisfied. Installer supposedly contacted local market office in Los Angeles and told us that if they don't install floor, the installer gets blamed for a job not done. The install is by no means complete. The flooring is all wrong, reduces the value of our home, rather than increasing it. It is hard to clean, divots and scratches from install, door was not replaced properly and casing cracked so doesn't close, baseboards messed up, incorrect transition from closet to bathroom, no transition at all from living room to bedroom. Contacted Empire flooring on 4/18/16...we were waiting on them to contact us as install wasn't complete and our dissatisfaction was noted. When I did speak to *****, from local office, only was told that we would have to pay more to get issue resolved. Contacted ****** ***** at Corporate after several attempts with customer service department to reach a resolution. ******* has been "trying" to get get matter resolved and keeps mentioning that "she hasn't forgotten us" but we have no idea what sort of options have been discussed. After stating what we were looking for to *******, we were given an opportunity to reselect a floor. It was the best option they had but by no means a floor that we would have been happy with. After a week of waiting to hear about install and not receiving any information, we called and found out that the option we picked retailed for over $4500 just for materials. We mentioned that we did not want to go that route, and would like to just get our money refunded. Another week of waiting, now ******* stated we relinquished our right to a refund because we had a reselect appointment. When asked today for her bosses name and extension number, she said she was not allowed to relay this, nor the options discussed.

Desired Settlement: we have tried to achieve resolution with Empire for over a month. We have been in discussions with ******* for at least three weeks, where she does not give us the numbers or options available to us in detail... we don't believe she knows what they are. Only real option we were given prior to today was to reselect a floor we did not really want and then to pay for the install of it. When we asked for a refund, she "was told" that because we had a guy come out to show us other options, a refund is not possible. THAT'S JUST PLAIN RIDICULOUS! Today the option offered was to keep the existing floor and they would give us 10% back. WE WOULD LIKE A COMPLETE REFUND OF $2679 paid to them. If they would like to remove floor, the subfloor needs to be cleaned to receive a new floor (it was clean prior to their install) and flooring needs to be removed by 6/20/16. We will not pay fees to remove floor (Empire asked).

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer.  The correct vinyl flooring was installed per contract and there are no manufacturing or installation related defects in the floor.  We have offered the customer for customer satisfaction and good will a monetary accommodation or full replacement to a different product at a discounted cost to the customer. The customer has declined our offer, but agreed to call us back. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/28/2016 Problems with Product/Service
6/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased flooring from Empire and was charged for work that was not done. A worker come to my home and looked at the floor and stated I did not need the work done and I would get a refund. This has been over 30 days. I contacted the company several times and was told I would get a refund but never did

Desired Settlement: I want my refund

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and issued an accommodation to the customer. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

****** ******

6/25/2016 Problems with Product/Service | Complaint Details Unavailable
6/25/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Salesman came on 4/1/2016. I later found out he lied about the protection of the flooring. He also said I would have a receipt within 15 minutes via email. I had to call 3 times before I got a receipt. I finally received my receipt on 4/11/2016 after a third complaint. During installation, both installers did damage to the walls, which i didn't notice until they left because there were other problems. The flooring installer said the floor is not what the salesman promised, but it was too late because it was already installed. I voiced concern about the workmanship of the carpeting and they said it was normal. I had to call at least 4 times and they would never put the same person on the phone from the previous call, nor had the issue been resolved. Finally, I told one mgr. that I was going to the BBB, and she said "Let's not get crazy". She then credited my account $100 for the damage to the walls, stating "what does a can of paint cost...$20?". COMPLETELY UNPROFESSIONAL. She made me feel my issues were not important. Someone finally came to look at the issues, and confirmed there were problems. He took pictures. They scheduled someone to come out, and 3 separate appointments, they never showed up. The last was this Friday. The mgr. I spoke with sent them on Saturday, and they fixed the stairs, but not the rest. He said he would call after the corrections were made, and i have still not heard back, after leaving an email and 2 voice mails. It is now Monday at 3:11 with no follow up call, and the issues are not resolved.

Desired Settlement: I am a repeat customer and have been treated in a manner that is completely unacceptable to anyone's standard. This has been the worst experience I have ever had, and I want a full refund. I have missed work on 3 separate days to wait for installers that never showed up. This is not how anyone should do business.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and issued an accommodation to the customer. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

***** **********

6/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had Empire install carpet for 2 large rooms, stairs, a landing and a large hallway with the highest pet proof pad in December 2015, totaled $2,342.61. They forgot flooring dividers on both installations. Then in February we had them come replace carpet in one bedroom and a small closet and they were suppose to bring floor dividers again, they didn't. For the missing dividers *****, a manager said she would take $400.00 off the installation. this second time. We've been calling ever since and now it's June and still no return call from *****s manager to explain why this one room/small closet was $1,469.00 - $400.00, plus we had lower grade pad on this install. The numbers are not adding up and we're more suspicious because NO ONE will call us back to explain. I've given them 4 months and now our patience is done. We need to know the breakdown since this one room was so expensive.

Desired Settlement: At this point we want them to come remove this product, they're dishonest and won't return calls, plus they forgot product on both installs. It shouldn't take this long to try to get a call and an explanation.

Business Response:

 

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, explained the pricing was comparable to their previous order and have agreed to provide a small monetary discount for goodwill and customer satisfaction. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

****** ****

6/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased carpet in September of 2015. Within 5 months time the carpet was coming apart at the seams. My husband worked for the company previously so we decided to speak with them directly. First contact was made 3/18 with sales manager ***** ******. He said he'd look into it. After not hearing back from him, we told him on 4/6 that I'd be contacting the BBB if this wasn't resolved. On 4/7 we were contacted by ******* ******* who said she was working with **** ***** to get this resolved. They sent a 3rd party inspector on 4/19. The inspector clearly stated that our installation was done wrong and we'd hear back in about 2 weeks. We didn't. We emailed ******* ******* on 5/16 and was ignored. We contacted ***** again on 5/21 and told him we are contacting the BBB to which he responded "Thanks for letting me know". He said we'd be contacted by **** ***** with a decision on our case.. On 5/23 ******* emailed and said **** ***** would be contacting us after he arrived from Chicago.. He didn't but a woman did call and say our case was reviewed and we'd be getting new carpet. A rep was to arrive at our house on 5/27 between 5-7. No one showed on this date. My husband called the empire line to discover no record of this appointment was made. He was directed to someone named Doug at the Dayton office who seemed concerned said the next morning there was going to be a meeting and this issue would be addressed first thing and I'd receive a call. Of course 5 days later there has been no contact from anyone at Empire. Almost 3 months later no action has been taken. We have just been given the run around for months. We are done contacting them. This company is nothing but con artists.

Desired Settlement: We want immediate action taken. We want new carpeting of equal or greater value installed with no extra charges for moving out furniture, big screen TV, elliptical machine and carpet removal. The room was empty the first time we had it installed and it is not our fault that we've since purchased items to furnish it on the assumption we'd have not received a terrible product and service. We also want the installation done by their best installers as to not have this happen again.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have offered to replace the carpet under warranty at no cost to the customer. We will be scheduling an appointment to view a different carpet samples the week of June 20, 2016.  Once the customer has chosen and new style and color we will schedule the replacement at a date of the customer’s choosing. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/24/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service
6/23/2016 Problems with Product/Service
6/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Carpet and flooring installation was scheduled for installation on two days (May 3 and 4) but the work was squeezed into one day, creating problems for me and my father. Seller told me that all nails and materials from the old carpet would be removed. Additionally, the workers would not unplug appliances without authorization to do so. When the work was done, not everything was removed from the old carpet. The old nails were left. The workers also disconnected appliances and when the stove was reconnected, it no longer worked. I complained to Empire and a review visit was scheduled, but no representative ever showed up, leading to more lost work time. A repairman was sent on May 24, but all he did was fill in the gaps along the baseboards in the flooring work. Nothing was done about the carpeting.

Desired Settlement: Finish the carpeting job and fix or replace the stove. In addition, $1400 for all the inconvenience and loss of income for the work dates scheduled.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and confirmed all services have been fully completed. We have agreed to review the assessment of the stove to determine root cause of failure and discuss findings. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/22/2016 Problems with Product/Service | Complaint Details Unavailable
6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 3 problems 1- job not completed 2- damaged wall paper not resolved 3-total of 4 cases of product not used. I would like refund for product

Desired Settlement: 1- complete job 2- repair damages or compensate 3-pick up extra product and refund amount of overcharge for product

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and service is scheduled for June 29, 2016. We have also agreed to address his additional concerns after the completion of service on June 29, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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 but I will notify you if this is not completed as promised. The reason for this addition is due to a prior promise to complete the job but failed to do so.

Sincerely,

**** ******

6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In home estimate for tile flooring completed 5/23/2016 sales associate name was ******* *****. I placed a $200 deposit for my installation appointment scheduled 5/28/2016. My appointment time window was scheduled between 4pm and 6pm. The day of the appointment the installers called and said they were "over booked" and cancelled my appointment. I took a day off from work to accept the next available appointment 5/31/2016. The installers arrived and said they did not have the proper materials needed to complete the installation. They said I would need to reschedule for a second time. I contacted customer service requesting a third appointment and a discount considering they have my deposit so I am locked into the installation contract. The customer service on 5/31 rescheduled me for Saturday 6/4 and promised me a early appointment. She also reassured me someone would be in contact with me regarding follow up. No one ever called. On Saturday 6/4 I called myself to confirm my appointment. Customer service stated that the installers were running behind but could make it to my home between 4-6pm. No one ever showed or called. I contacted Empire Flooring today spoke with ******** at 9:30 am she said she would call me back and never did. I called again for follow up at 1:30 pm and the customer service representative said my new appointment was rescheduled for 6/12 which is another week from today. I did not agree to this appointment and no one called me to explain.

Desired Settlement: I want Empire Flooring to complete the job within the next 24 hours or I want a refund for my deposit. They should not be a BBB accredited business as they are collecting deposits on customers and have no availability to complete the jobs they are scheduled to do. I want each individual with customer service to be investigated why they did not follow up on my requests and why no one was truthful regarding my installation. I used Empire flooring for my hardwood floors last year and was planning to use them after this installation for future remodeling. I will NEVER use Empire Flooring again they are terrible.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the installation was completed on June 8, 2016. We need to schedule one additional repair of a transition. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

**** ******

6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had carpet installed by Empire Today several years ago. The carpet became buckled in both rooms. I called Empire Today explaining what happened, they told me this is normal and the carpet needs to be re-stretched. I found this strange and odd but agreed to the $345 charge to have the carpet re-stretched with a 1 year warranty. The carpet was re-stretched to remove the buckling. However, I did not notice the buckling transferred into the closets behind the closet doors. I called Empire Today back two days later to have them come fix this; they informed me that there would be a $90 charge for this. I said this was unacceptable. The customer service agent put me on hold then came back and said the charge would now be $75. I said this was unacceptable and asked to speak to a manager. Apparently no managers are available since I was told I would get a call back in 24 business hours, that is 3 days!! I paid with 100% perfect money so I expect 100% perfect results. This lack of customer service is ridiculous.

Desired Settlement: If Empire Today will not return to completely resolve the problem free of charge to my (the customer) satisfaction I want a full refund.

6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire flooring was scheduled to install our flooring on June 4th, 2016 (purchased on April 7th, 2016). Their contract states, "Your installer will call you on the morning of your installation to provide an estimated window for arrival". At a few minutes before noon, we got a call from Empire saying they will not be able to do the install today and it will have to be rescheduled to Friday the 10th at the earliest. They offered me a $200 discount for the inconvenience (after I pressed the issue). I explained that we woke at 6 a.m. so that we could remove items from the room so it would be ready for them. We have a small home and all the furniture, wall hangings, window covers, electronic appliances, knick knacks, pictures, and other household items were removed and placed around the rest of my home. Including a large flat screen tv on my bed. Now we have paths through our home and a bed that cannot be slept on because of the tv. Since Empire did not come and do their installation, that was scheduled two weeks previously, we have no bed to sleep on for the next seven days and paths to maneuver through in our home. I have been told there is a chance the installation that is now scheduled for the 10th may not happen and may have to be rescheduled. So we are expected to live like this until Empire decides it can come do the installation. This is unacceptable customer service. People need to be informed of how Empire carries out their business.

Desired Settlement: We would like Empire to come out and install the flooring immediately or refund our monies, as well as payment for our inconvenience.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, the order has been cancelled per the customer’s requested and a refund of their deposit has been processed. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

******* ****

6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I write this letter with the most frustration I have ever had with a company I'm trying to purchase product from! I'm appalled at the lack of professionalism, lack of communication, extreme difficulty to talk to anyone that can do something about our order! My wife put a down payment on some blinds for our Chicago condo on April 26th. We live in Florida, and Chicago is a part time residence for us. My wife was given the date of May 18th, as the installation date for the blinds. We flew up to Chicago special to be there for the installation. The morning of the installation, we received a call from Empire that the installation wouldn't be able to be done. No reason was given. When I told the person we flew up especially for this, I was told the install would take place first thing Thursday morning between 10am and 12pm. We waited on Thursday until 11:45, before calling to find out what was up, we were put on hold for 14 minutes before we hung up in total frustration, having to listen to the recording about Empires " World Class Service" was too much to bear. What World may I ask is this service from? We have since called several more times, waited an average of 10 minutes, with same result, someone will get in touch with you, no one ever does!!! I asked for a number I can call to talk to a manager or someone who can assist, no such luck! We have text and left messages to the sales person who sold us the blinds, never a call back. He has text my wife saying he will get to the bottom of this, but the situation has not yet been resolved.

Desired Settlement: I would appreciate if someone from Empire would contact me to make arrangements for delivery and installation of these blinds that we have already paid a deposit on.

Business Response: We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the installation was completed on June 8, 2016. We appreciate the customer’s feedback and consider this matter resolved.

6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently had carpet and hard wood flooring put in my condo. empire today was the company I chose to do the job. The guys who did the work were pleasant and seemed to do a great job. Then I realized my toilet was leaking after they had finished the job. I then called empire to let them know it was leaking and my new flooring was turning black. I talked with ******* at the company. She assured me I would have the job completed and replace the flooring that was reiuned from this leak. She ask me to get quotes. so I did. it went several days before I could reach her to get an answer on how the company that I chose to replace the flooring and remove the toilet and place it back. it went again several days before she could be reached. She then told me to get a company to take the toilet off the floor and then empire would complete the installing of the new floor. then I would have the company come back and put the toilet back in place. I finally talked with ******* again today because she had given me this date june 9th 2016 for empire to come out. no one showed up. Around 10:00 I called her again having had to dial a 1 to get someone as she would not return my calls. she told me she would check into it and call me back. I have not received a call back and my toilet is out of order and everyone that visits has to use my restroom. also she told me she would have a check sent out to me for 200.00dollars for the company payment of removing and putting back of the toilet. I have not received a check. I had a shop vac taken while the company was here putting the new flooring down. she said she would check on that as well. although the guys that put the flooring in was very nice and courteous and did a good job. I would not recommend this company as they will not stand behind their word. I'm waiting for an answer back. they also blocked my calls when I call it drops me. their number is 1-866-***-**** ex ****.

Desired Settlement: replacement of my floor. the 200 dollars I was promised and my shop vac returned or replaced.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and come to terms on a monetary accommodation. We will also schedule the repairs to be conducted after July 6, 2016 per customer request.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

****** ***********

6/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased window blinds on 3/29/16 and was supposed to be measured within two weeks and then receive my custom window blinds two weeks after that. Twice I have had appointments for someone to show up and measure my patio door and twice no one has shown up or even called to explain why. The only response I've had is after I've called the sales person and talked with a sales manager in Sacramento and then someone from the corporate office. Each time they say they will take care of it and have someone come out. It has now been two months since they took my money and have done nothing but make promises they never keep. I have given a down payment and put the rest on my credit card. The credit card still has a hold on it for the balance.

Desired Settlement: I want this measured and installed or my money be returned. I paid a $91 deposit. I want that money back or I want this measured and installed with considerable discount given for my time and aggravation. This is my second complaint against this company. In my other complaint they failed to live out the terms of the contracted finance agreement and I filled a complaint for that order. This is a separate order and complaint. The other complaint was resolved by the finance company and not this company.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have agreed to cancel the order, refund the deposit and provide an additional monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had no problem with the sales person but after that the problems started. I was told the installer(**** **** Flooring) would be at my house on a Thursday to install the floor they called an hour after they were to start and said one of the installers called out. So on Friday one installer showed to unload the flooring and said they couldn't install it until it got up to room temp so he (he came alone) dropped off the flooring and left. Saturday showed up and the installer was over 6 hours late saying his van broke down and he was alone.He worked about 5 hours that day. Sunday came and again the installer was late (and alone) about an hour and a half and said he had to leave at noon to take home his child back to his ex's house. he showed back at my house around 3pm and worked til 7pm. Monday showed up and like before he was late and alone he worked til 7pm. Tuesday shows and he was on time alone and was able to finish the flooring. It is now 65 weeks later and the flooring is separating and I found a chip in the floor where he was banging the heck out of the floor to make it fit. So I called Empire and again they sent out **** **** Flooring to check the problem. This was anew installer as the old one was let go. The new installer told us that the floor was a not installed correctly and it would need to come up and be redone. The owner of ******** Flooring said she wasn't going to do that but she just bought a new tool to pull up the laminate and install the new one. She also told me that if she had to do the floor over that Empire would charge her for the floor. I spoke to Empire again today to tell them I want this floor redone or for them to take 1/2 the cost off as I will have to re do the floor in the next few years as like anybody knows improper installation will let moisture get under the floor and cause it to pop up and brake up.The Owner of **** **** floor said she won't do it and Empire is not returning my calls. I will not ever use empire again.

Desired Settlement: Would like it replaced or a 1/2 off credit.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we have offered to replace the laminate flooring under warranty. Replacement is scheduled to begin June 20, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I setup an online appointment for a salesman to come out to my home for an estimate on the 50, 50, 50 promotion. The date was set for Thurs, May 13, 2016. I had to call empire because it was getting close to 7pm. I was told the salesman was overbooked and thought someone had called, they offered to come the next day Friday and give me $50 off... I said okay because I know things happen. This should have been my red flag. But, Empire called again and said salesman had a cancellation and could come if it was ok with me. He came I selected hard wood for 2 rooms and hall. Remove carpet. Scheduled this for the next Wed, May 18th, got a call saying that day was booked, Re-scheduled for Thurs, May 19. Thursday got a call at 8am saying guys were headed my way. They did not get there until about 12 pm. Took up carpet, went to lunch, came back and did half of one room. Said they would be back next day and I had to take off again. (I was told would be a one day job.) They did not cover my furniture had tools on wooden table and entertainment center was scratched. I covered table with towels. Next day they finish room and hall and say they ran out of glue and do not have enough quarter round to even start. And they didn't know when they could come back. Left floor dirty with glue and residue said they would come back to clean up because they didn't have right materials to clean up glue. My flooring is still not finished, was told quarter round would be in on Wed, 5/25, they sent new guys out on Thur 5/26, with no quarter round or glue. Was told by manager quarter round was discontinued and they are searching for it. Would call back. Guys returned same day and placed rest of hardwood, and pulled up places that were done wrong. No call. Today, 5/27 I called customer service was told quarter round would be in next Wed, June 1st. I cannot afford to take off work anymore. No one has addressed dirty floors left by original guys and broken baseboards. No Manager has called me back.

Desired Settlement: Finish job correctly by people who know what they are doing, professionally clean hardwood floors from glue and residue, fix broken baseboards. Managers to call me directly and inform of what is going to happen until job is finished. I want the same guys that came out May 26th and no one else. Please try to act like they care about how much I've been inconvenienced. Ive taken off three days and had to cancel Memorial day dinner for out of town guests.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and we have offered to replace the engineered hardwood flooring under warranty. Replacement is scheduled for June 20, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/21/2016 Problems with Product/Service
6/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered LVP and Carpet, I was not told the sq. ft. of each or how much. I signed electronically and was told my contract would come overnight. I received the contract the day before the expiration date. They came with the LVP, asked for a checking acct. and WDL for 2,235.34, we had already paid the 10% down of 479.10 for a total of 2,714.44, this was on 4/18, I did not see the product, for a 10x10 kitchen. The next day they came with the carpet, finally after talking with ******* ***** from Rainier he noticed he over charged me by 535.00, my total was 1,665.43 for the carpet, all of which was suppose to be 50% off. I did not see the carpet, again they took my check and WDL, the check did not go through so they charged my credit card, I noticed on 4/21 the check also went through for 1,665.43, so was charged twice. I have been speaking with ******, she told me she would get someone to help me with the extra charge. I don't know if my carpet is scotch guarded, or how to take care of the LVP. I called again yesterday, no response. I will go on to Social media, my Husband works for ****** for 28 years, he will tell people not to go through Empire, they have horrible customer service, have charged me twice for the carpet, I have filed a complaint with ** **** to get this refunded back to my checking, as it is also on a credit card, to me this is fraud. I do not know how much carpet was ordered, or LVP, or even know how to take care of it. Without 50% off, it would have cost me 5,430 for LVP, 3,330 for carpet. The installers noticed a manufacture defect in the carpet, took pictures, the manager did not get back to me as was told. My husband and I are very unsatisfied at the way we have been treated. We still don't know how much we ordered, he did say a box was 165.00 of LVP, and carpet 3.00 sq. ft., but have no idea how much we even needed. They did not replace the tack strips for the carpet. I want my double charge of 1,665.43 refund to my checking acct

Desired Settlement: To get my carpet replaced, and the 1,665.34 back into my checking acct. as they already charged it on my credit card per Empire.

Business Response:

We appreciate the customer contacting us regarding her concerns.

 

The local office spoke to the customer on Tuesday May 24th, and the customer confirmed there is no duplicate charge. The customer still has concerns that the installed carpet may have a defect, and the local office will schedule an inspection under warranty.

Consumer Response:
Complaint: ********

I am rejecting this response because:  Yes, the carpet is going to be replaced, but I also have a complaint on the luxury vinyl planking.  When ******* ***** came out here on 4/8 he had us sign the contract, and per my Husband said he would come back and go over the contract with us, I was just made aware of this.  I had another contractor out yesterday that is installing my kitchen, he does flooring as well, he states I have 331 sq. ft. of luxury vinyl planking, the way I figure that would cost 820.00 plus 1894.00 in installation.  *** stated they used a leveler, they did not, I was even told as such.  According to other flooring company's, this is too much to pay.  ******* ***** did not follow through, per the last complaint we would of lost our 10% deposit of 480.00, in receiving the contact the day of expiration.  The contract conveniently is not dated as well.  I'm still not satisfied with Empire, it took many complaints, telephone calls to get the carpet replaced when the day after corporate called and said they would replace it for us.  I do not wish this to happen to another customer!  I was in the Nursing field for 20 years, my Husband is an Inspector at ****** for almost 30 years, we have given back, my patients, his workers, and the clients that come to purchase the planes, we make them feel happy and content, without all this back and forth, right and wrong.  What happened to "The customer is always right", when you cannot even get a response to how much per sq. ft. is my luxury vinyl planking.  Now I am not sure if they charged us 820.00 per sq. ft. for the installation and luxury vinyl planking, or even what they did.  Still my Husband and I are very unhappy customer's.  I do believe they are replacing the carpet so they don't have to address the luxury vinyl planking.  This has all been in my previous complaints, but seems to get "over looked"

Sincerely,

********* *******

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and offered a monetary accommodation. The customer has requested to contemplate the offer and would contact us with a decision. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/21/2016 Problems with Product/Service
6/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 5-24-16, my wife and I had Empire Today come out for an estimate to install laminate flooring in a room that we were going to convert to a dining room. After inspecting the room, the salesman (****** ******* Sales Rep ID # ***) recommended to us LVP, because of a moisture problem and our dog, and because he wanted to give us "a quality flooring that would last us, whether we were here for ten years or fifty." The salesman claimed to be doing this for 18 years, and even after inspecting the room and measuring it four times, he only put on the paperwork one bag of leveler. Before he left, the order was paid in full, and we were told that our install would take place on 5-26-16, and would only take half a day. When the subcontractor (****) got here, he took one look at the room and verified with me how many bags of leveler that ****** said it would take. I told him 1 and he said that in order to make the dining room floor look good, he would recommend at least 15 bags. There was about an inch drop over a four foot span, and it was a couple inches lower than the kitchen floor. **** told me that if he were to install our floor with only one bag, he could focus on the worst of the high spots, but that every person that walks through would notice that it wasn't level, and to make it right, it would cost approx. $400-500 more for just the leveler. He did not want to do the job, because he knew it would be sub-par. We just paid $1490 for what we thought was going to be a quality job, for a good price. I told **** that I would discuss it with my wife. I called ****** and asked how he only quoted us for 1 bag of leveler, when the subcontractor recommended 15, and his response was because we negotiated too low, and there was no room left for additional materials. He said that some people can live with the uneven spots. I reminded him that when he recommended the LVP instead of laminate, that he wanted our floor to last, when he knew it wouldn't be level to begin with.

Desired Settlement: Your salesman (** * - ****** *******s) told us how beautiful our new dining room floor was going to be, and quoted us at only one bag of leveler to complete the job, knowing that it would take at least ten times that, is fraud. He knew that it wasn't enough to make the floor level, he never mentioned it to us that more leveler would be ideal, and proceeded to tell me on the phone afterwards that "some people don't mind the low spots", before he hung up on me. If you write a contract for $1490, and thought that you could get away with using less materials than necessary, and completing a sub-par job, that's your mistake. You're the professional. Truth is, you tried to screw over two young married homeowners, and the subcontractor pointed out your mistake, and thankfully **** didn't complete the job because he knew it would be wrong. Stand by your price, and do the job correctly, for the price you told us. Not $500 more, when the installation is about to take place.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have attempted to speak with the customer to offer the additional sub-floor work outside of the initial contract at no additional cost to the customer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/18/2016 Problems with Product/Service
6/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The West Sacramento California office division of Empire Today installed flooring in my home November 2015. They "forgot" to bring the quarter rounds. according to the installer the product was not loaded on the truck. After months of missed appointments, multiple phone calls and partial compensation (following our first BBB complaint), they showed up and installed the quarter rounds. It was done so sloppily and poorly the product was falling away from the walls and exposing nails. My 11 year old son got poked. I called and they said to remove the quarter rounds due to the safety threat and scheduled an appointment for repair. The guy showed but did not repair anything then I got no showed again for the repair (no show with Empire means no phone call, nobody shows up and I get an answering machine when calling to find out arrival time). Called again and this time they showed up made a good recommendation i agreed with but still no repair done that day. The guy that day who surveyed the work stated it was not done to industry standards and apologized. He had a good repair recommendation but had no supplies to repair it that day. Here I am again today on a Saturday (holiday weekend) waiting all day for a confirmed appointment made last week. No call, no show and an answering machine when I contacted customer service twice. There just is not any excuse for this poor service.. I have no faith in Empire that they will show up to complete a job/ repair from November of 2015 installation. This is the fourth no show Empire has pulled since the flooring was installed. My wife had missed work and I am taking these Saturdays off from my job and/or family plans to get this done. I make $120/hr as a medical doctor. Even if Empire said they come this time I have no trust in this company they would show up. I request to have another vendor come in and make the repairs and have Empire reimburse the costs plus compensation for wasted time and missed work. I estimate $3000.

Desired Settlement: Once I confirm empire will reimburse me to finish this job I will contact another vendor to complete it. The sooner the better! We need this finished immediately. 6 months is a ridiculously long time for this job not to have been completed properly. If Empire refuses I will have to hire an attorney and will request attorneys fees and punitive damages. Im done with Empire, today.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have attempted to speak with the customer via phone and email to offer to remove the ¼ round and lower baseboards to floor level.  This service will be completed by one of the more experienced installers. We can schedule this service as early as 06/20/16.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Because this business has not been able to keep scheduled appointments and lacks dependability, my acceptance of their proposed resolution is guarded. In fact the main concern keeping appointments and communicating effectively. The response from the business states they will complete the job as early as June 20th yet, they have been unable to do so.

I tried calling them back and left my contact number 9***********. They have not called back on my contact number. This has been the pattern, they make 1 phone call then you do not hear back again. I will give this one more try. Please let the business know I will be available for installation on any forthcoming saturday. 

 

Sincerely,

***** ******

6/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They laid new tile in my great room-over 600 square feet. They did not seal the grout so a week later I did. I waited a week before I mopped it. When I did, several parts of the grout turned DARK brown. The original grout color is biscuit. The grout is missing is spots and uneven. I paid $6,000.00 for this floor. I am a widowed senior citizen on a fixed income. I have been calling them for two weeks to no avail. I called ****** from ******** General Service who was the sub contractor that did the work. She came and took pictures informing me her boss would get back to me. No one has gotten back to me. I feel I have been taken advantage of and no one wants to rectify this. Could you please help me?

Desired Settlement: I would like the floor grout replaced. They way it is now it looks dirty. I have already made two payments on the floor as I financed it through Empire with ***** ***** Bank. I would like this rectified before I make another payment.

Business Response: We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on June 16, 2016. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

***** *****

6/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sales person advised I needed to purchase 2 pieces of carpet as they will only install with one seem. Ended up with 1 piece of carpet and 3 seems. Called the company numerous times asking for the job to be done correctly or a refund for the extra piece of carpet. Received a call back from Brett saying they were ordering carpet and will come out and install correctly. That was 3 weeks ago. I have left numerous messages with no return call. I give up. I feel completely ripped off.

Desired Settlement: I would like a refund for the second piece of carpet I paid for but didn't receive. I don't care to have them come out to my house ever again.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and come to terms on a monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

6/16/2016 Problems with Product/Service
6/15/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I hired Empire to put carpet and tile flooring in the whole downstairs of my townhome. The the salesperson arranged everything and even checked by phone in front of my son and I, that they could install on May 28 if necessary, but asked if I could take the day off from work so they could start it on May 27 since this was a big job requiring ripping up part of my existing flooring. He never mentioned in anyway that there would be install issues. My date was confirmed numerous times (by email and phone) over the week prior to installation. On the morning of May 27, I received a call from the installers stating that they were short on installers and that my carpet could not be installed. Although not happy, I reschedule the install for the following Saturday. They indicated that the flooring would be installed as promised. When the installers got to my home, they looked around and stated that they would not feel comfortable doing this job. At this point I was livid and called Empire waiting forever to talk to someone important. The installers wouldn't wait and just left. I have been on the phone numerous times, each time they indicated someone would call back. Have never received a call and they are still holding $2,000 of my money and I have no remedy at all whether they are going to complete this job. I can't hire anyone else, because I still don't have my deposit or any response if they will still do the job. I have no idea why the installers couldn't do the job. These are professional working for a company in business for over 40 years. Now I'm just in limbo.

Desired Settlement: If they cannot fully complete this job in a timely manner, I want my full refund back and some monetary compensation for the time I had to take off of work and the inconvenience they have caused me.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the carpet installation was completed on June 4, 2016. We appreciate the customer’s feedback and consider this matter resolved.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have informed the customer that we will process the agreed additional monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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 as long as I receive payment promptly. I have been contacted and told they are processing the refunds and should receive them soon.  If for any reason I do not receive the compensation agreed upon, I will resubmit my complaint.  Thank you for your kind attention to this matter.

Sincerely,

**** *********

6/15/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Empire installed hardwood floors at my home and the installer botched a transition from hardwood to carpet by cutting the carpet too short. The carpet does not fit under the transition "T moulding". The *********** ****** local location has set up 3 appointments to correct the problem and has been no show/no call each time. I have called and had conversations with the office multiple times on installation days and they always come up with some excuse as to why it hey couldn't make it. The flooring was installed incorrectly. I have missed 3 days of work waiting for repairs costing me about $450. Empire national needs to step in and get the *********** branch under control.

Desired Settlement: FIX MY FLOORS!!!!!!!!

Business Response: We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the installation was completed on June 1, 2016. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

****** ****

6/15/2016 Problems with Product/Service
6/14/2016 Problems with Product/Service
6/14/2016 Problems with Product/Service | Complaint Details Unavailable
6/13/2016 Problems with Product/Service
6/11/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Empire Today had sold us carpet for all of the office areas, I was given an installation date of 5-10-16 Installers never showed on 5-10, Called Empire and they said they could not find anyone to install the carpet and would have to get an installer scheduled for the following week, and I told them that would not work this is an office area and we had furniture moved to allow for the install. They came back and said they would have installer's to arrive on 5-12. They arrived on 5-12 and did half of the office area and said they would finish up the 2nd hall way before they left and would return on 5-13. When I arrive on 5-13 the hallway that they were to finish was not finished and they had 3 splices in the carpet. I told them the splices would not work and I wanted one solid piece of carpet in the hallway as they did in the first hallway. They said they didn't have enough carpet to do that. The installer called Doug the installation manager and told him. I talked to Doug and told him that it looked bad and I wanted it to look the same way as the 1st hallway they did. I had also asked them to add 1 more office to the this order and Doug said he would have the installer give him the dimensions and order the carpet that day 5-13 and it would be in on Saturday 5-14 or by Monday 5-16 at the latest, and the installers would be here on Tuesday 5-17 to complete the job. Today is 5-23-16 and know one has been here to install the carpet. I have called Empire Today everyday since 5-17-16 and open up claim# on 5-17-16. I have talked to at least 15 different people and they all tell me the same thing someone would call me back by the end of the business day to let me know when the work would be scheduled and not 1 person has called, not even the salesman that sold this to me. I have 8 office's that do not have the cove baseboard down a hallway not finished and 1 office waiting on carpet. This job needs to be completed or give a full refund so I can get a dependable company.

Desired Settlement: Finish the job ASAP,

Business Response:

We appreciate the customer contacting us regarding their concerns. We will replace the cove base per the customer’s request at a date convenient to the customer. We will also hire a certified professional cleaning company at no cost to the customer to clean the adhesive residue resulting from the original installation.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:


Better Business Bureau:

If Empire comes through with what they have stated and can complete this project this would be great, I have had many more instances since the claim I filed and need Empire to commit to what they tell me they are going to do.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.


Sincerely,

Linda *******

6/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted Empire Today, LLC to install laminate/wood floors throughout 3 bedrooms, a landing, and stairs back in December 2015. I paid over $7,500 for a completed project. A few days after the install, we noticed the staircase was separating causing loose steps. I wrote to the Corporate Office and within two days I was called by one of the company’s representative Mr. ******** Mr. ******* sent a representative to assess the floors. A sub-contractor was sent to remove the laminate on the stairs and install wood. The sub-contractor attempted to steady the stairs by hammering in nails. A week later the stairs started making noise, and squeaking. Once again I reached out to Empire Today. I was treated rudely, and kept on hold for long periods of time. I was finally able to speak with Mr. ******** who informed me he was the interim CEO and would assist. He sent another sub-contractor to assess and attempt to remedy the issue. The sub-contractor (Jonathan) agreed the stairs needed to be repaired, but he would try to remedy the quarter-round issue first, since he was going on vacation the following day. He removed a few of the brown quarter-rounds; which by the way were installed over the existing baseboards, and replaced them with white quarter-rounds. He asked for my opinion and I informed him that would not work since the floor did not look esthetically completed. He stated someone would call me. That was more than a month and a half ago. I sent a second letter (April 8th) which has gone unanswered. The product installed in my home is now not only separating and creaking but has now turned into a safety issue. I am a 73 year old widow that only requests this contract be honored by either fixing the problem or reimbursing me for a half of a job completed. Not sure what else we can do.

Desired Settlement: I would like for the flooring to be properly replaced, or for a refund on a half completed flooring.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed. We appreciate the customer’s feedback and consider this matter resolved.

Business Response:

The repairs were completed as agreed and we confirmed the customer’s satisfaction by telephone today.

We appreciate the customer working with us to resolve this amicably.

Consumer Response:
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,

***** *****

6/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A rep from Empire name *** ******** hang out on May 4 to give me a hardwood installation quote. That quote was $5025 with was too high and I said no. I also let him know that I had other companies coming out this week and next week to give me quotes on installing hardwood. The next day I received a phone call from Empire today offering me a better price of $4600 I said well OK since that was the best and the lowest price I have received yet. So they sent *** back out again on the 12th I guess for me to sign paperwork on that for the $4600. But when *** got there I told him I had received a lower price from a different company, then he reminded me we do guarantee the lowest price. I showed him my lowest bid he called his supervisor got an approval code for $3900 I said ok let do it. I filled out a credit application which was approved but not for the full amount and which I would pay them the rest on my credit card. Then I start receiving phone calls reminded me of my installation date which was on May 21 at 8am. On Thursday, May 19 I received a call saying that *** will need to come back out there because the finance part was still pending. Friday, May 20 I call *** and ask him was he coming back out he said no they don't have the paperwork in the system yet so that is why you're getting all these phone calls don't worry everything is good for Saturday morning. Another Empire Rep name Julie called asking me can I faxed her the paperwork that I signed with *** and I did fax it. Then at 4 PM I received a phone call from jam saying that he really didn't get an approval for the 3900. I think that was really unprofessional for him to tell me a lie just to get a sale and having my credit report checked for nothing. I truly think ***'s plan was about ***e that paperwork get to the main office my floors would have already been installed and I either had to go with the 4600 or the company would have honor the 3900. Hate being a part of Empire mess games.

Desired Settlement: I really feel that empire should have honored the $3900 because it is a signed contract between me and Empire and part of the contract it says : no verbal understanding changing our modifying any of the terms of this amendment. And due to I showed them a price from a Nother company which was lower than the 4600 and they said clearly states on they web page that they guaranteed to be the lowest price.

Business Response:

We appreciate the customer contacting us regarding her concerns with pricing.

 

The regional manager spoke with the customer and offered to review the competitor’s quote under our low price guarantee.  We will give the customer the best price available on a substantially same product and installation.

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********,  Per my conversation with *** ******* a   Executive director of empire today, they still cannot honor the $3900, but they are willing to possibly do it for $4100,  which the lowest competitive price I received was $4120. Per our conversation I am to fax that  Competitors price over to him next week and we will go from there.  I will continue to update BBB and all of my social media pages about Empire today and they willingness to either make a customer happy or not. 

Sincerely,

****** *******

6/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We payed empire today 1100.00 to get carpet done.. They came out couldn't do it for what ever reason now they are refusing to give us our money back ... We spoke to ****** ******** several times and we still have yet to get our refund ...

Desired Settlement: I would like a 100 % refund

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and their refund has been processed. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

********* ******

6/9/2016 Problems with Product/Service
6/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A refund in the amount of $3,933 was supposed to be issued back to a card that had paid the amount, however instead it was applied to a financing on another individual's credit.

Desired Settlement: I would like to receive the agreed upon refunded amount, as the debit card given to make the payment belongs to a separate individual who received financing on credit.

Business Response:

We appreciate the customer contacting us regarding her concerns.

 

As requested, we have refunded the credit card on file, and charged the finance account.

 

We appreciate the customer’s feedback on this matter.

Consumer Response:
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. The amount was refunded in full and the remaining balance was processed in the manner originally agreed upon.

Sincerely,

****** ****

6/9/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I called Empire for an estimate for hardwood flooring. **** ****** salesman came out twice to assist with the selection of the flooring. I had been approved through one of your financial institutions to finance this project. When Mr. ****** came out the second time, I reminded him that we would need to be absolutely certain that the flooring would fit under the front and adjacent doors. Using the tablet to sign the documents this process went expeditiously, but a day later I noticed he did not include the removal of my vinyl flooring, which was essential in the installation of the hardwood. I called him immediately and he said not to worry about it and that the installers would take care of it. On the day of installation (5/11/16) the installers showed up and wanted a C.O.D. of $4,000. I put a $500 deposit down for work which was required. When I said the rest of the project was being financed, they called customer service. Customer service said they had no record of the financing. The kind person from customer service expedited the issue and financing was granted. She then gave the installers the go ahead to proceed with the job. The installers then informed me that the type of flooring would not fit under my doors. When I told them I had contacted the salesperson to inform him of this and his response, the installers were dismayed that he would make such a comment. The installers were very helpful (Nash, Junior and one other person that I did not get his name) and figured out a way to install the flooring to fit under the door. Of course, this included removing the current vinyl flooring for no charge. After removing half of the carpeting and all of the quarter round, they proceed to remove the vinyl flooring in the hallway and discovered a black mass. They instantly stopped all work and called this in to customer service. Customer service then informed me that I had to get the material tested and or removed in order for the installers to proceed

Desired Settlement: In addition, the installers informed me that they could do the job in a different manner without removing the vinyl. They advised me of thinner flooring and they could level off the carpeted area with plywood, but I had to call my sales rep to pick out the alternative flooring. Both I and the installers called **** ****** to inform him of the situation. He was very abrupt with the installers and informed me that the LVT was more expensive to install than the engineered hardwood. **** came by to let me pick out alternative LVT flooring, but informed me that it would cost more. Because I was previously armed with this information, before Mr. ****** arrived I called Empire to inquire about the cost differences in the flooring. I spoke with a customer service rep at Empire and asked if they had a retail store that I could visit to see actual samples of the flooring. She stated, “yes” and promptly gave me the surrounding stores in my area and the number to “Luna carpeting.” I then spoke with a very knowledgeable salesperson who informed me that the LVT flooring was less expensive then the engineered hardwood. When Mr. ****** arrived at my home he still insisted that the project would be more because the LVT was “luxury vinyl tile” and that the salesperson did not know anything. I selected a LVT flooring and asked Mr. ****** to call in my order so that we could get pricing and an installation date. He stated that he did not have time and that he was providing a courtesy service to me by stopping by in between sales calls. He then ensured me that he would give all of my information to his manager ******** ***** and that I would be the first call the next morning. Needless to say, no one called me the next day (Thursday), but I tried to get in touch with Ms. ***** through customer service, but since I did not have a direct extension, nor had I spoken with her before they could not put me through, but did offer to help. At this point, I only wanted to speak with someone familiar with my plight. I tried calling Mr. ****** again (multiple times) to no avail, but left a voice message. I called Mr. ****** on Friday morning from my work phone and he answered. The reason he states that he did not return my call is that he was off on Thursday. I informed him that I did not receive any calls from the installers, nor his manager. He stated they were waiting on the report from the installer specifying the materials needed to finish the project. After they received this information the installers would call me with a date for installation. He then proceeded to tell me that had spoken to his general manager, ***** ****** about the situation and assured me that someone would call me today (Friday) but you could imagine how that situation prevailed. No calls from anyone. On Monday, **** a sales manager left a voicemail, apologizing for the time lag in the decision regarding my flooring. Finally a sympathetic ear, when I returned his call on Monday (voicemail picked up) and asked to be called on Tuesday because I received the call while I was at work and would not get off before he left for the day. On Tuesday, no return calls from ****. I did receive a phone call (Tuesday) from an installer named ****** that said he had my sales person there and would figure out what to do with my flooring and would call me back in a couple of hours. That call did not transpire either. It is now Wednesday “again.” I tried calling **** today only to get his voicemail. No one has even given me a courtesy call to let me know where the project does or does not stand, along with pricing. On Thursday 5/19/16, I received a voicemail from Amy customer service at 3:30p stating she wanted to speak to me about the project, but would be leaving and would not be back until Monday. I was at work but was able to call her back in 20 minutes only to get her voicemail. I then called customer service to have someone call me regarding ***** call. On Friday afternoon I received a call from ***** Martinez stating I had to get my floor tested before they could move forward with the flooring. I asked ***** when she became involved with the incident she stated yesterday. When I gave her some of the details of what transpired of which she was obviously unaware she put me on hold for a few minutes, came back and repeated her previous statements. Asked her if she was aware that they took up my half of my living room carpeting, all of the quarter round on the first floor and that the black mass was under the vinyl tile in the hallway/kitchen area and not under the carpeted area, she still repeated her statements. I described to her that the area where the carpet was removed was the original wooden boards and nothing else; she still stated that I had to get even that section tested. Told her I just wanted them to replace the carpeted area and not worry about the rest, she still repeated her statements. Then I asked if they just going to leave my house in that manner, she stated yes. My house is still in disarray from the previous week with no end in sight. I have photos of the areas that have been disturbed. My question(s), “WHY DIDN’T THE INSTALLERS LOOK AT THE VINYL TILE BEFORE RIPPING UP THE TILE AND CARPETING?” “WHY WOULD THEY CONTINUE TO TAKE UP THE CARPETING IF THEY FELT THE JOB COULD NOT BE DONE?” In addition, to all of this you have people in customer service making judgments and decisions on jobs in which they have not seen, nor have any idea of what the situation and or circumstances are!!!

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Upon take of up the vinyl flooring, a black mastic (adhesive) was discovered by the installer. As this type of adhesive often has asbestos in it, the installer immediately stopped the job and brought this to the customers attention.

 

For customer satisfaction and goodwill, we agreed to have the adhesive tested for asbestos at no cost to the customer. The test was positive for asbestos, and this has been discussed with the customer. We are unable to move forward until the asbestos is remediated. We do not offer such services.

Consumer Response:
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,

******* *******

6/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our original installation date was March 28th for Laminate Flooring. On March 28th the floor was installed with the following issues: 1. The wrong color trim molding was installed 2. The steps were not cut correctly and need to be corrected/redone as the installer filled in mistakes with massive amounts of wood glue filler, as well as did not cut to fit and installed overlapping the railing which is not correct 3. The hallway had broken boards installed in which the installer filled with glue, and the boards are chipping 4. Installer used nails and broke the refrigerator water line causing flooding when water was turned on. 7 Phone calls later and the installer Manager came out on 4/15 in which he stated this job was done very poorly, and he would have the issues corrected ASAP, he even noted additional issues he saw we did not notice. It took until May 18th for the installers to come out, issues still not resolved: 1. They said the stairs should have not been sold to us, that even if they fix them it won't fit right 2. They tore out the hallway that needs fixed, only to find they did not bring the right product, it does not match, and they again brought the wrong color molding. I now have a floor that is tore up with no estimated time of being fixed. I have a 5 year old, this is a danger. I have a dog this is a danger. I have an adoption home inspection today in which this now going to cause issues and a possible inspection. My husband took off a day of work, this is unpaid and his gross would have been $363 today.

Desired Settlement: I expect: 1. Hallway to be fixed ASAP- on a Saturday or Sunday was we cannot continue to miss work due to Empires errors 2. Molding to be replaced 3. Refund for the stairs $1100 4. Compensation for the multiple issues in the amount of $1400 for: missed wages, the severity this has cause our personal lives regarding the DANGER of the home situation with small children/pets living and walking on a floor that is in disrepair and exposing dangerous sharp objects and causing for more missed worked due to another adoption inspection being necessary as determined.

Business Response:

We appreciate the customer contacting us regarding her concerns.

 

The General Manager has been in contact with the customer and was able to resolve this with a partial refund in lieu of service. The refund will be reflected on the customer’s finance account within the next five (5) business days.

 

We appreciate the customer’s feedback on their order.

6/8/2016 Problems with Product/Service
6/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 15, 2016 we place an order an down payment for a floor. We were told it would be a 2 day installation. Company came April 22, 2016, before the work started we were instructed to pay the balance for a total of $ 2700.00 The floor was installed by sub contractor ******** floors.. We discovered some issues and called the company, both Empire and ******** floors. A repairman was sent but only did half of the repairs. Now 29 days later we are still waiting for it to be corrected. Today is the second Saturday that we were told someone would be here to correct the issue and no one came. Our house has been in disrepair long enough.

Desired Settlement: We would like either the repair made and a partial refund or the floor removed and a immediate refund issued. They were fast to take our funds, they should return it that way.

Business Response:

We appreciate the customer contacting us regarding their concerns.

 

Service was completed under warranty at no cost to the customer on May 18, 2016. The customer signed off that the repairs were satisfactory.

 

We appreciate the customer’s feedback regarding their order.

6/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 3 mounths ago me and my wife bought a home . we had empire LLC come out to the home and agreed to have then install new carpet flooring thewout the home. A week later it was installed. After install we found that the carep was fraying quit bad and litaraly just coming unravaled all over the home. We contacted empire they told us it was normal to have some stray strands come up that we would need to us a knife and cut the strands off so we did so. But as time went on to go worrse and we do not feel its a normal thing to happen. So we contacted hem again yhey sent a "inspector" out 2 weeks later. The inspector told us it was not normal and by this point they where large portions of the carpet coming up. He told us it would need to be pulled out and new cartep reinstalled. He told us his boss work call up on monfay as it was a thursday afternoon. Waited for a call that never came. So wensday the next week i call them again. They acted it they had no idea what i was talking about abd after some back and forth they remibered and said the instector was not they to give a reporte he had a death in the family they would haveto sent another insector out again. I agreed. Now 2 mounths after fieling the clame im still waiting for an inspector to come out and the "managar" i talked with from empire. Told me whatevers going on with the carpet was just probable somthing we did he gave to senareo that i might have a dog in the house with i do nothave a dog or anamal of any kind he also said it may be even somthing like me walking in high hills on the carpet that damaged it. I and a man and i do not even own a pair of high hills. Anyways. It has been nothing but delay tactics and exuses. All i know it withing 2 weeks of install the carpet is falling apart and my kids with are very young can be harmed by the long stands of carpet coming up "chocking hazard" the carpet must go. Id like empire to replace or refund the carpet or cost of to have it removed and replaced .

Desired Settlement: I need empire LLC to replace this carpit with somthing that will not fall apart or refund the money we paid they to install it and have somone else fix it.

Business Response:

We appreciate the customer contacting us regarding her concerns.

 

Service was completed of the installed carpet, but we understand the repairs were not satisfactory. We therefore have contracted for an independent inspection of the installed carpet at no cost to the customer, to help determine any claims under warranty.

6/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: How much more do we have to endure before we contact Legal help. Either replace the carpet or give us our money back. 80 days is craziness! Please review the timeline. In the meantime I am contacting the necessary people, and all the ***-stations that will listen, I'm tired of being strung along. This needs to change. EMPIRE TIMELINE 01/25: FIRST COMPLAINT MADE TO EMPIRE, TOLD “****” WILL CALL US BACK 01/27: NO CALL FROM ****, WE ARE AGAIN TOLD **** WILL CALL US 01/29: WE CALL AND **** FINALLY CALLS BACK INSPECTION SET UP FOR SAT (less than 12 hr notice given) 01/30: 2 INSPECTORS COME OUT, WE ARE TOLD WE NEED TO SEND PROOF TO **** IN AN EMAIL COPY'S OF CARPET CLEANINGS. 01/30: ALL PROOF EMAILED TO **** THE SAME DAY 02/02: SENT EMAIL TO **** TO CONFIRM HE RECEIVED EVERYTHING HE NEEDED. NOTHING EVER RETURNED. 02/05: CALLED AND LEFT VOICEMAILS ASKING WHAT WAS THE NEXT STEP 02/08: VOICEMAIL LEFT AT 2:33PM BY ****, (7-10 BUSINESS DAYS TO COMPLETE) 02/22: NO CALL BACK, WE CALL MANAGER ****** TOLD **** WILL RETURN OUR CALL, NEVER HAPPENS 02/28: WE CALL AND LEAVE VOICEMAILS FOR ****, ****** AND ******. 02/29: 3:05PM **** CALLS BACK AND NEEDS PROOF THAT THE CARPET CLEANING PLACES USES “HOT WATER EXTRACTIONS” 03/01: PROOF OF THOSE FAXED OVER 03/02: WE CALL AND SPEAK WITH ****** TO CONFIRM **** RECEIVED THE FAXED PROOF HE REQUESTED. NO ONE CALLS US BACK 03/09: CALLED AND LEFT ANOTHER VOICEMAIL AS WE NEVER HEARD FROM ANYONE FROM 03/02 03/09: 3:21PM **** CALLS BACK 7-10 BUSINESS DAYS FOR MANUFACTURER TO CALL BACK EMPIRE, **** TELLS US NO LATER THAN MONDAY AFTERNOON 03/14 05/14: Carpet installer comes, we pay the $325 we are told we have to pay for *** carpet because its not covered on warranty for some reason. Installer takes money, is supposed to return on Sunday 9am. 05/15: 1:38pm, we call empire as the installer doesn’t come back. Our house is a wreak and there is nothing empire can do. I now have to close down my business until the carpet is finished.

Desired Settlement: 100% refund for both first and Second carpet install! (not just the $325 we paid today!) enough is enough and something needs to be done with this company.

Business Response:

We appreciate the customer contacting us regarding her concerns.

 

Service to the transitions was completed on May 27th. Additionally, we have offered to refund the service fee for the repairs out of warranty.

Business Response:

We’ve contacted the customer by telephone, and per their request, have settled the claim in exchange for a signed Agreement. The Agreement will be forwarded to the customer shortly, and the accommodation processed once signed and returned.

Consumer Response:
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.   Once payment is received in 7-10 days from 06/06/2016

Sincerely,

***** *******

6/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire gave very shoddy and awful bad service. They were to put in quarter panels and matching molding. The guy misrepresented the case. Empire agreed to fix the floors; which I have in writing. They gave me a contract to fix the floor and give me a $ 1000.00 discount with the warranty intact or give me $ 1,500.00 and go away with warranty. My husband and I wanted the first fix and $ 1000.00 off. We have been put off by so many people within this company. They tried to get us to sign a contract to do away with our rights. So happens, we read it very careful to see that it was another one of their tricks. I am so tired of going in circle. The repair guy scheduled a repair time only to waist my whole day. He scheduled another day only to waste that day. He did not call or contact me in any way. I would like to have 100% of this charged removed from my credit. I don't want to have to pay for a mess. This is a pure mess. I want this billed removed and I will get someone else to properly repair my floor. They can leave it or come rip it up. I don't want to keep going in circles with them and their lies. I never met such a deceptive company. I have some emails of some of their promises, promises, promises after promises. I can send them to you. PLEASE REMOVE A 100% OF THIS AMOUNT FROM MY ACCOUNT.

Desired Settlement: I would like to have a 100% of this amount removed from my account. This by far has been the worst experience. I don't want my credit to become bad due to their bad services.

Business Response:

We appreciate the customer contacting us with her concerns.

 

We have offered to service the installed hardwood flooring and provide a discount on the purchase price.  As the customer is asking for a larger refund, we have also offered 50% refund to keep the flooring “as is” so they may have serviced by another contractor.

 

The customer is considering our offers and we look forward to her positive response

6/4/2016 Problems with Product/Service
6/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 12/2015 I purchased "Mix It Up" carpet manufactured by ******, treated with "PUP" Pet Urine Protection from Empire at their ********** location. This was not an option on your drop down menu. The address is **** ********** Blvd, Are 20, **** **********, CA 95691. The carpet sample clearly shows the dog and ****** site states the urine will not absorb into the fiber. I was told dog urine will NOT absorb. The carpet is a total failure, dog urine soaks in so quickly we cannot find the location when returning to clean it. In speaking to the former Installation Mgr, ***** *******, there were complaints prior to our purchase. He personally tested the carpet with room temperature water and it did not absorb. He then tested lukewarm water and it immediately soaked in exactly like the dog urine. He reported his findings to corporate& suggested they remove it from their product line before to avoid avoid additional issues. I reported the problem with our carpet & how our house smells like urine on 4/4/16. I have followed up with several emails & still no response. Empire is still selling this carpet! I have asked to have the carpet replaced with a nylon carpet that has a better performance record.

Desired Settlement: Replace carpet & pad with Nylon carpet at no additional charge. The carpet is "Timeless Treasure" & I have an 8lb pad.

Business Response:

We appreciate the customer contacting us with her concerns.

 

We’re sorry to learn the customer is disappointed in the performance of her carpet. For customer satisfaction and goodwill, we will replace with a similar grade/cost of carpet at no additional cost to the customer in exchange for a signed Agreement.

 

The local office will be contacting the customer shortly to schedule a time to show additional carpet samples.

6/3/2016 Problems with Product/Service
6/3/2016 Problems with Product/Service | Complaint Details Unavailable
6/3/2016 Problems with Product/Service
6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire today installed two floors in my home. They have been called multiples times and I was told an inspector would be out today. Never showed up and it was no where in my file in customer service. The Person who was in charge of setting this up was *** ********** (spelling). Nothing has been done. Another message was left for her today. In the bath they installed vinyl flooring and did not level the floor properly as ordered and,did not arrive with proper saddles, had to install 1/4 round because they did not install properly behind the toilet. The Caulking around my bathroom sink and toliet is a mess. They Came back with incorrect saddles again. Returned the next day and did not install the correct saddles properly. One is crooked, and they Installed 1/4 round over saddles. They also Messed up the my original trim in the bathroom In the Kitchen they installed a laminate floor. They pieced part of it that was defective. They chipped my newly refinished cabinets in 4 places installing their quarter round. They chipped the paint on my door frame, did not finish the door frame areas and broke a Nic Nak in my foyer. At this point, after all the calls and conversations I had no other choice but to contact BBB. They destroyed my property, installed incorrectly, and have done nothing to rectify this situation. I can not select more than one option below so I am requesting that the Bathroom be completely redone. The defective Kitchen laminate be replaced, the molding finished in the Kitchen and a billing adjustment for the damage to my property

Desired Settlement: Replacement of Bathroom floor, saddles and Molding. Replacement of defective Kitchen Laminate flooring, Correctly finish the kitchen Molding. Monetary /Billing adjustment for the destruction of my property. (Moldings, Cabinets, Paint, nic nak)

Business Response:

We appreciate the customer contacting us with her concerns.

 

We have offered reimbursement for damages due to the flooring installation in the kitchen, and a full refund of the bathroom vinyl order. The customer has accepted our offer with signed Agreement.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or about 28 Sept 2015, the Empire salesman came to my residence. He started off with "who is the veteran" as I was allowing him to come in my home. I answered with "I am" we then discussed the Military for quite some time. We finally got to the flooring. I told him I was interested in the 50/50/50 sale only, he then proceeded out to his vehicle to bring the sales item samples. I explained to him that I was going to be having cervical surgery within two weeks, he said not a problem. I chose a carpet and laminate for my condo. He said it would all be installed next day. The next day sure enough a crew was at my door in the morning. I asked them if they were doing everything, they said another crew was coming for the carpet. I had medical appts to attend to prior to my surgery, my sons were home. The carpet crew showed up at 2 in the afternoon, they were like 20 year old kids. They stood around outside for an hour, they then came in to assess the work. The floor crew was working away. The carpet crew finally started by asking me and my sons to help them move the furniture, which we did. they My house was torn up and noisy, men walking in and out. My sons and I had to be outside there was nowhere for us to sit or stand. I would go in periodically to see the progress. The carpet crew had one room of carpet down, and I asked them if they took up the padding, they said yes. I asked where was the old padding, they said in the van. They did not pull up the old padding. made another phone call. Both crews had to come back next day. I also noticed an item from my bedroom had been taken. Another crew, another week and a half. In Feb I noticed my paperworkthe amount I was charged and it didnt have the 50/50/50 sale. I have run out of room..4 times I have called to speak with corporate. Told they would call in 2-4 hours NEVER DID I have run out of charchters to tell the whole nightmare with Empire.

Desired Settlement: Because of the horrible nightmare, three crews, Two weeks of installation nightmares, items stolen then returned awaiting for corporate to call on three occasions run around after run around. Bottom Line: The Laminate should have been around $3000. The same laminate is sold at **** *****...full price install with them for my condo would be around $3200. Yes they sell this ****** Laminate! The sales knows there was a mistake. I should not be penalized because I had two surgeries and recovery time to find the paperwork after I noticed my bill. For $9900 in my little condo I should have real hardwood for that price. I ask that you be fair and adjust the laminate price to a reasonable $3000.

Business Response:

We appreciate the customer contacting us regarding her concerns.

 

The General Manger of the local office spoke to the customer and agreed to resolve this issue amicably with a discount. The Agreement has been received and the agreed upon discount is in process.

 

We thank the customer for her feedback regarding this matter.

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered window coverings in Feb 2016, installation should be about 4 weeks, ,two weeks later I was called and told that the blinds they sold me could not be made. I agreed to a new style and the order was reissued. They came out and measured all 24 windows and said each blind would be made to fit each window. On March 26 installation was set for the morning. The installer arrived in late afternoon with his wife and young 11 year old daughter. The three of them did the installation. Having a young child working in my house made me very uncomfortable, Insurance etc. They did not put the blinds up in any order, they would hold it up and if it was close they installed it. At the end we had 5 or 6 blinds that did not fit. and two vertical blinds were on backwards. I refused to sign the completion doc but the installer said he would make notations and Empire would correct any problems. Then it got uncomfortable, he stood there with his young daughter and said if I did not sign he would not get paid, and Easter was the next day. Having had work done twice before from Empire I foolishly signed. No one contacted me, I had to call and file a complaint, someone came out and fixed the two backwards binds, and said he would order three new ones. That was it. I call once a week and am told ****** ****** will call but I'm never called back. I reached her once and asked for the blinds to be removed and money refunded. She said she would look into it and call back within two days, that was two weeks ago.. I called on 5-9 and she was to call me back after lunch, no call. i called later on the 9th and they said they would issue a new complaint and she would call me on the 10th in the morning, no call.

Desired Settlement: Having had Empire do tile in my home, and then later carpeting they were always professional and did a perfect job. And I have never had a problem sending people to them. Window coverings are not handled the same way. At this point I would like them to be removed and a refund made. The lack of a proffessonal crew, the lack of call backs of any kind, I really would just like to put this behind me and go elsewhere.

Business Response:

We appreciate the customer contacting us regarding her concerns.

We inspected the blinds and they were found to be defective by manufacturer error.  We have ordered the blinds, and have ordered an additional three blinds as a courtesy.

The customer will be contacted to schedule once the remade blinds have been received.

6/3/2016 Problems with Product/Service | Complaint Details Unavailable
6/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contract clearly says transitions were included in the price. The salesman and installation teams were not on the same page. I was initially told the installation would start Saturday. Despite calling to confirm both installations on Friday; only one team showed up. I don't know what actually happened, the calling center said no installer was scheduled. The salesman told me that someone called out sick. The LVP installers said they would need to come back after the carpet on the stairs were installed to do transitions. I wrote the open item on the certificate of completion. I had to take time off of work when if I had known ahead of time I would scheduled it better. Carpet was installed with no transitions. Again I wrote it on the certification of completion as an open item. The LVP team never called. I called salesman who told me to call center, they gave a ticket number. I got a call saying that the local manager would call me in a day. So far, nothing. This process as been a nightmare. The salesman sold me on something the installers aren't able to fulfill.

Desired Settlement: I would like a refund of $1000 for the inconvenience and to get the job done properly.

Business Response:

We appreciate the customer contacting us regarding her concerns.

Service was completed as scheduled on Saturday May 21, 2016. The customer signed off as satisfied with the repair. We’ve also followed-up by phone to confirm her satisfaction, but were only able to leave a message.

We hope she is delighted with the service, if not, please contact us so we may more fully respond or attempt to resolve.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, the appointment was unexpected (I setup an appointment 2 weeks later)  but the transitions were installed.  The 3/4 round ends are not pretty but I wasn't knowledgeable enough to be specific in the order.  I can ask for nothing more contractually.  Read your contract. 

Sincerely,

****** ******

6/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: June 2013- I had new carpeting installed in my home in the living room, hallway and 3 bedrooms as I was considering selling my house due to my recent separation from my husband. I was told the carpet had a ten year warranty. January 2014- I had a home inspection of my house in which the inspector listed my carpeting as old and would need replaced to in order to list the house for sale (the carpet was less than 1 year old). August 2014- I called Empire and told them I want them to look at the carpet due to the very poor quality as per their warranty. At that time I was told,"You must have the carpet professionally cleaned before we will even come and look at it." December 2015- I had the carpet professionally cleaned. The spoke I spoke to said "Did you have the carpet cleaned?" I told her yes. She said "okay we'll call you back tomorrow with and appointment time." No one called me back. I called them back in about a week. I was told "It's too close to the holiday. There are no more inspections for the year. Someone will contact you after the new year." March 2016- No one from Empire ever contacted me after the holiday. I called them. I spoke with ***** ******. I explained to ***** that I never received a call back after the holiday. She said "Oh, I'll schedule that. I'll call you next week with a time." ***** never called me back. I called her back 2 weeks later. She said, "When did you have your carpet cleaned?" I said December. She said, "Okay they like to see it about 18-24 months for professional cleaning." I stated i never heard that before. She said "Don't worry, most people don't even do that much." She said she'd call me back to schedule that day, she never did. I called her back a day or 2 later and asked her when they will finally schedule the inspection. She stated, "Well we are really busy." I stated, "I'm going to file a report with the Attorney General, because I don't know what else to do to get an appointment with you." She then stated " We'll get you on the schedule for Friday April 8. Some one will be there between 10-1." I stated that was a bad time because my husband and I work. She stated' "well that's the only time we will come." April 8 2016- My husband, *******, Stayed home for the day from work in order to be there for the Empire inspection. I phoned Empire at 10:44am and spoke to ***** ******. She stared, " There was an emergency today and we can't come. By the way, when did you get your carpet cleaned? If it wasn't within 18-24v months you can forget your warranty." I stated, " You're kidding me. I was was never told that." I asked "Why didn't someone call me to cancel if there was an emergency. My husband is at home waiting for you guys." She stated' the office was quite busy and quite frankly we forgot." She stated, "If you want to reschedule, we can come out Tuesday 4/12 between 11-1." I asked if it could be later in the day because of work. She stated, "no we cannot accomodate that." I agreed to the appointment. I called back later that day and asked ***** if I could speak to her supervisor because of all the concerns I had a t this point with customer service. ***** said "I'll connect you with my supervisor ****." I spoke to **** about all the inconsistent stories and not returning calls, etc. from *****. He stated, "I don't want to get in the middle of your fight with *****." I said, "Aren't you her supervisor? Don't you care how your employees deal with customers?" He stated, "Well I'm a supervisor, not *****'s." I said, "She she said your her supervisor!" He stated that a guy named ******* ********** is *****'s supervisor. I asked **** if they would come later in the day. He stated" No. We have families too and we want to get home to see them." He asked if Tuesday was still okay. I said," Yes, I have no choice, I need my carpet replaced." He stated "You're lucky we even do this for you. Other companies would not." I stated "Don't you advertise you offer a ten year warranty?" ***** had flat out lied to me by saying **** was her supervisor. April 12, 2016- I left work at 10:30 am in order to be home in time for Empire to come and inspect the carpet. I called them at 10:58 am. I was told that the inspector was coming and he'll call me right back. I was at home waiting for the call and received none. I called at 12:14pm and asked if someone was till coming. I was told "We are too busy and no one is coming. Perhaps tomorrow." I then called the office and was transferred to ****. He stated, " We didn't know you were on the schedule." I stated, "I told you I was when we talked before. We can't keep taking off work." He stated, " Well no one can come later." I said "I have to think about this." I then called the Empire corporate number to file a complaint. I spoke with ******* *****. I explained the whole story to her about how **** an ***** kept lying to me including pretending that **** was *****'s supervisor and being told people are coming to my house when no one came etc. She offered a Saturday for the inspection. I said fine. She said she would call me back to confirm. I later received a voicemail from ******* that ***** ****** told her I agreed already with her to an appointment for Monday April 18th. I never talked with ***** at all that day. In fact, I told ******* I will no longer deal with ***** because I could not trust her. April 13th- I received 2 voicemails on my phone from ***** ****** trying to reach me. I concluded that she was trying to backtrack talking to me since she told ******* and flat out lie that I agreed to an appointment. April 14th- I called corporate number at 9:58 am to talk with *******. I spoke with a representative on the phone. I was put on hold for a while and the rep cam back on the phone and said her left a voicemail for Saccaro and told her it was urgent to call me back. I said okay and hung up at 10:10 am. At 10:12am I had a voicemail on my phone from ***** ****** stating she sorry she missed my call. This was so strange to me! I never called *****, it was like someone told her I called ******. I called corporate number at 10:22 am and asked for *******'s voicemail directly so I could verbally explain the situation. I left a voicemail for ******* explaining I never made and appointment with *****. At 11:03 am ******* called me back. I explained the sitaution that I never made an appointment with ***** and she said that is strange because ***** told her personally that we had talked. I told her I still needed a Saturday appointment. Many calls between ******* and I to work out an appointment. She stated they no longer could have the inspection on a weekend due to a manager doing the inspection. The manager came out on April 29th and told samples and pictures of the carpeting. He called me on Monday May 2nd with the results. Stating that the manufacture (Shaw) denied the warranty due to not cleaning it fast enough. He said Empire would replace my carpet at the price of $1700 and it would be an upgrade. I told him I needed to speak to my husband. I called hime back about 6 days later (I was ill with the flu and unable to follow up with him sooner). I left a voicemail that I would not accept the "deal" and was going to file an Attorney General report.

Desired Settlement: I feel Empire needs to replace my carpet. It is extremely worn, it's not able to fluff back up even with vacuuming. They never told me about getting my carpet cleaned within a certain time frame when I called them upfront. All I received was confusion and deflection as not to honor the warranty that they advertise to you when they sell you the carpet. I called many times before I was even told that. they treated me extremely poorly with me and my husband taking off work, countless phone calls made and many many lies told to us. I spent $3800 on the carpet. I certainly would have had it cleaned within the correct time frame to get the warranty because I new very early on that the carpet was in very poor quality. I was told in less that one year that the carpet was not even good enough to sell my home.

Business Response:

We appreciate the customer contacting us regarding her concerns.

The carpet was installed ~ three (3) years ago, and while the labor warranty lapsed in 2014, the local office inspected the carpet at no cost to the customer.

Unfortunately, the manufacturer would not approve a claim under warranty. For customer satisfaction and goodwill, We have offered to replace the carpet at a greatly reduced cost in exchange for a signed Agreement.  The local office is setting up an appointment to show the customer current carpet styles.

Consumer Response:
Complaint: ********

I am rejecting this response because: Empire did not inform me of the warranty parameters at time of my initial complaint.  I would have never waited to get it cleaned if I had the facts.  Instead I was treated with disrespect; they claim they were helping me and twice did not even show up for scheduled appointments!  My husband and I both left work to meet them and never even received a phone call as to why they weren't coming. I spent almost $4,000 on the carpet and was never told there was any time frame on the warranty, that fact never came out until much much later.  I had to have made at least 30 calls to Empire over this.  I had people lying to me throughout, even pretending like they were supervisors and they were not. Please read the total complaint, it tells the truth on how poorly I have been treated by Empire.  They offered me a deal in which I would pay almost another $2000 to replace a carpet that did not even last 1 year.

Sincerely,

****** *******-*****

6/1/2016 Problems with Product/Service
6/1/2016 Problems with Product/Service
5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I used Empire Today for the installation of carpeting and still awaiting the installation of vinyl flooring for two rooms in our room, a walkway and stairs. We agreed to financing for approx. $2500 on 4/6/16 with installation to begin 5/3/16; the estimator/sales rep reviewed and inspected the areas for installation and all was well; questions were asked and no issues, cost overruns or any barriers to installation were not identified or presented to us. Then install day arrives. Empire's contractor arrives and immediately complains to my wife, who has to stay home to monitor the installation, about the previous carpeting not being removed. This was indicated to us that the installer would remove the old carpeting. As the installation progresses, we are just informed now that "looks like your door is 1/2 inch too high, going to have to remove it" and our bedroom door is removed, shoved into the adjacent room which is smaller containing the furniture that was in the room having the carpet replaced, damaging the door, destroying the bottom hinge, stripping screws out from the wall, the hinge pin disappeared apparently as well. The door to the adjacent room, can't close either now as well! Next was the heating baseboards, the panels were pulled apart haphazardly and jammed into an adjacent room, and carpeting, a FABRIC is now in proximity with a HIGH TEMPURATURE surface which will probably melt at best or catch fire at worst. I am fearful of the vinyl install and despite half a dozen phone calls to Empire, costing me hours of my time, which costs us money, this large company couldn't bother to waste its time dealing with me; the reality based on their actions. The disconnect between the estimator/sales rep and the contractor was palpable with my family suffering the consequences. If they couldn't do this without "modifying" our home, they should have informed us and we would have hired an actual professional to do this job; the sales rep failed miserably

Desired Settlement: Empire, at their expense, should properly render services to meet customer specifications; not specify to the customer how they will provide service, or provide me a refund so I can hire a professional and make the needed repairs to my home. The sales rep failed in their duties and did not provide a thorough explanation of procedures, possible conflicts or alternatives and simply took our money as we signed it away. A true professional business would have advised us properly; my wife and I are not skilled tradesman or floorers and they profited from us because the materials they bought are in our home now; we owe them and they will not make it right. We feel so cheated by their practices and the fact they won't make it right our even speak to us; hopefully by an act of god we can track down the contractor and maybe they will undo the harm they caused. I doubt they will bother to stand behind their product; which is probably inferior, and their inability to mediate is not appreciated.

Business Response: We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed. We appreciate the customer’s feedback and consider this matter resolved.

Business Response:

We appreciate the customer’s feedback regarding his experience with his orders with us. Customer service did attempt to follow-up with the customer after the final services were complete but messages were not returned.

For customer satisfaction and goodwill, we have refunded 10% of the purchase price to the customer’s finance account. The refund can take up to 10 business days to process.  Again, we thank the customer for his time and consideration regarding this matter.

Consumer Response:
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,

*** ****

5/31/2016 Problems with Product/Service
5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased new carpet and laminate wood floors 4/20/16 to be installed on 4/29. Installers came out on 4/29 at 11am and installed the carpet but were unable to install the laminate that day. Installers returned 4/30 to complete laminate install, however, they didn't have enough material with them to finish. On 5/2, I received an install reminder that Empire was to return 5/3 to complete the job. My husband took yet another day off of work for the install. Nobody from Empire had called or showed up by 2:30pm so I called customer service where I was informed that the installers ran late on their first job and would be unable to make it out that day. We were called on 5/4 and told that a crew was coming out to complete the install. They arrived but did not bring quarter round molding or the transition pieces. We were informed that they would have to come out yet again. On 5/5, they arrived again to complete the install but failed to bring the same transition pieces that they were missing the prior day. I called customer service, was transferred to the Austin area Install Manager, Billy, and was told that he would call me around 3:30 to get us on the schedule. It is now 8:00 am the next day and I have not received any calls from Billy, or Empire. There has been a complete disregard of our time. This is costing us more and more money every day that they fail to complete the job as we have to take time off of work to be at the house during install. They have taken up four of our work days thus far and this job that should have taken 2 days at most, has still yet to be completed. Because they sent out different crews to each time to work on the floors, there are inconsistencies with the job done. One crew cut the quarter round at an angle and the other crew made straight cuts and one crew mounted quarter round on top of the transition piece, leaving a gap between flooring and molding. We spent a lot of money to have floors professionally installed, it needs to be correct.

Desired Settlement: While I am upset that the job isn't completed, I am more disappointed in the lack of communication by Empire. Their service is unacceptable. There seems to be a serious upper management issue with the company. I am expecting contact from someone at Empire who will be able to correct the problems and finish my install. I would like for the installers to arrive with all the product necessary to complete my job and I don't want to devote any more time away from work to get this resolved.

Business Response:

We appreciate the customer contacting us regarding their concerns. The customer is approved for replacement under warranty. Due to the nature of the situation with the customer’s laminate flooring we have arranged a specific installer to address the situation. The date of service has not yet been finalized with the customer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 30th a representative "*********" (*** *********) visited the house we recently purchased and assisted us in a fantastic manner with the selection of carpet and manufactured wood flooring throughout our house. ********* was very knowledgeable and provided us with great service that day with great professionalism. This is our second time using Empire after our first good experience in Frederick, MD in 2012. This purchase was nearly $20,000 Here is a summary of the complaint and concern with Empire: - We advised ********* the trim work upstairs was going to be painted about 5 days prior to installation - We asked and expressed ours concerns ********* about the trim work in the upstairs - She advised us that they may be some usual scratches associated with installation - We understood as we experience some small scratches in the past installation - Wood Floors were installed flawlessly by a professional and friendly crew - Carpet was installed with severe damage to all the paint work on the trim - This far exceeded any "normal" scratches the we experienced - There are over 60 areas of huge disregard for property - The crew on site expressed no concern and left promptly and demanding signature - Simply stating "call service, we cannot help" - We filed complaint with customer service and representative advised to send picture of damage right away especially because we were moving in furniture later that day to the upstairs - I took over 50 pictures and emailed most of the pictures to CS representative - CS Rep contacted us and advised they would give $50 to assist - My wife advised that $50 would not even cover paint and the brush to do it ourselves - CS Rep these 50 large scales damages were part of normal installation

Desired Settlement: We are looking for monetary assistance in repairs after repair estimate or for Empire Flooring to provide new white trim work through the upstairs. Most portions of a 1300 sq. upstairs trim needs repaired and repainted. ***** *******

Business Response: We appreciate the customer contacting us regarding his concerns. We have spoken with the customer, and he will obtain estimates for the cost of repairs and submit them to us to review for reimbursement. We appreciate the customer’s feedback and look forward to amicably resolving this matter

Business Response:

We regret any delays that occurred in processing the refund for the damages. The refund has now been processed, and the check will be sent to the customer’s provided mailing address. We appreciate the customer’s feedback.

Consumer Response:
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,

***** *******

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: floor is separating in spots.floor is dull. there are a few spots wood nicked. we also have 5 boards that need to be replaced that my chair did damage. if this is wood it would not happen..it is very soft material not hard wood.

Desired Settlement: would like someone to look at floor and replace bad floor spots.the original man said animal urine..he did not even do any kind of test.. just want the nicks replaced. they offered to fix for 769.00.that is crazy...they should of left some but did not.they even said so themselves..

Business Response:

We appreciate the customer contacting us regarding their concerns. The customer has been informed that scratching of the hardwood flooring is not covered under the manufacturer’s warranty. 

 

We have left voice mail messages to speak with the customer, to offer a repair the affected boards at a discounted cost to the customer.

 

We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/31/2016 Problems with Product/Service
5/27/2016 Problems with Product/Service
5/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Salesman came out and measured our bathrooms. We gave him the deposit check on the spot and scheduled our flooring for the following Thurs and took the day off of work. I received a call on Wed confirming our appointment and was told we would get a call between 7:30am and 9am letting us know when the tech would arrive. 10am rolled around on Thurs and I had not received a call. I called Empire and was informed they would need to call the local office and would call me back. I get a call back at 11:30am and the lady on the phone states that the tech "can’t make it at all that day" and that they would need to reschedule my appointment. I was pretty upset considering I had taken the day off and I had to call Empire, they did not call me. I was promised this would not happen again and we rescheduled for the following Wed and was told we would be the FIRST STOP considering our troubles. Wednesday comes around, it is 10am and nobody has called or shown up. My husband calls the local office and they state the tech will be there between 10:30-12pm. 12:30 pm rolls around, no tech. WE call again they state the tech will be there between 1-2pm. No tech arrives. WE call back and Jason tells us he would call us back and NEVER does. NO call NO SHOW SECOND TIME IN A ROW. We call our salesman; he calls what he says id "the Manager of Customer Service". She calls me and promises to get to the bottom of this for me and call me back. She NEVER calls me back. I call her the following day and leave a message. NO RETURNED call. I call the salesman and leave him a message. NO RETURNED call. Now we are at 2 days off of work, several unreturned messages and no new flooring. I call asking for our deposit back as we would like to go with another company. I am transferred to customer service and the lady promises me they will be out the following Thursday, VIP service and first stop. Needless to say NOBODY showed up again. 3 days off of work and NO NEW FLOOR.

Desired Settlement: We were promised our deposit would be mailed April 21, 2016. We have yet to receive our deposit and have not received a return call or email from Empire letting us know the status of it.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and mailed her refund check. We appreciate the customer’s feedback and consider this matter resolved.

5/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Mother has laminate installed in her home. This was supposed to have been during the 50% off everything sale yet she was charged $6000 for less than 800 sq ft of flooring! This was sold the her as a one day job. The installers showed up the two days in a row with the wrong materials. This had to be rescheduled with the sales rep coming out to a seniors house at 8 pm at night to look at the flooring samples again to verify the color choice. The flooring was finally installed on, Sat April 22nd. with the wrong color quarter round for the trim. I saw the wrong color trim on Sunday and called Monday to report that we needed to have the trim replaced with the correct color and that the work crew had been there from 8 in the morning until 1030 pm and did not put any of the furniture/ boxes back because it was too late at night and my senior Mother was too tired after a 14 hours installation day for them to stay any later. It was not a one day job. I had to call back several times and ask for a Supervisor before I was able to get the repair on the qtr round rescheduled. I asked the company for a price adjustment and they agreed but said they would wait until the job was completed to our satisfaction on April 30th and call back on Monday May 2nd. I have left two messages this week and still no return phone calls. My mother could not get to her Kitchen sink or a couch to sit down because of the boxes left sitting in the way for days. We moved enough for these to be accessible after the initial instillation. These boxes and furniture were not moved back into place unitl the job was completed. They were there for her to navigate around from the initial instillation date of April 20th to April 30th. The installers from Empire did not offer on the second visit installing the correct quarter round to move any - was included in price. It took 2 salesmen visits ,4 installation visits and 20 hours to have this $6,000, one day, 800 square ft job done!

Desired Settlement: We would like to see at least a 30% refund issued to my Mother for the issues / delays and overcharges.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and come to terms on a monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/26/2016 Problems with Product/Service | Complaint Details Unavailable
5/25/2016 Problems with Product/Service
5/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/11/2016 Empire came to my home for an estimate. I agreed to the estimate and made good on that promise with $200.00 deposit. I later cancelled my order because I found my flooring needs cheaper. I received a credit from them for $100.00 on 3/25/2016. Today is 5/1/2016- I have called their customer service department no less than 10 times. Each time is a different reason as to why the addition $100.00 has not been refunded. I have called the credit card company and they say there is no pending credit. This last call they stated they have been unable to reach me at the number given which is ************ b/c it has been disconnected and they were unable to leave a voicemail. THAT is totally untrue. I have had this phone and number for over 10 years. I have no problems receiving ANYONE'S call or voicemails. I just want my $100.00 back!

Desired Settlement: I want them to find my $100.00 and credit it back to my credit card. Now if this doesn't happen within the next 14-20 days I will ask my bank to dispute the charge. One way or another it is definitely a bad customer service issue.

Business Response: We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and their refund has been processed. We appreciate the customer’s feedback and consider this matter resolved.

5/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been calling Empire for almost a week now trying to get someone to tell me what information they have that was sent to ***** ***** for financing. They signed me up for 1 year no interest then 28.9% after. That is not what was discussed and not what I agreed to. The main issue is there is NO SIGNED CONTRACT by me. I have asked and asked and no one can seem to find anything with my signature saying this is what I agreed to. I have been told countless times that I will be called back and I have not received a phone call. The customer service reps continue to tell me. "just pay the bill or it will affect your credit" They are not trying to get the terms changed or even to see what terms, if any, I agreed to. I am told, "we can't access that information" So if there is no signed contract, how and who decides what finance options to apply? I think my signature was not included in it and someone must have just chosen what they want for me which is the higher interest rate to benefit the company. I have asked and asked to see the contract because what I have does NOT say 1 year no interest. They can not or will not produce it. So I am only left to believe that my signature was forged by either the sales rep or someone else int the company. I need a resolution. This company cannot be allowed to sign customers to whatever financing options they see fit. I don't understand how they can sign me up for anything if there is no contract. I talked to a rep in the Atlanta office yesterday and I was told she will send me a contract to sign. WHY? Should you not already have one? I was told about 48 months at 9.9% finance, that's IT but that is not what the statement says. I have talked to at least 5 different people all who say they will call me back once they "pull my contract". I am STILL waiting. One rep told me, "I need to be more careful about what I sign" however, they still have failed to provide to me what I signed. Another said "your phone must have been disconnected.

Desired Settlement: I would like to see what it is with my signature that was sent to ***** ***** for financing. Also, a phone call from upper management to discuss this issue. I also think my account should be credited and suspended until this issue is resolved with no negative impact on my credit report.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and provided the financing paperwork she has requested. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
Complaint: ********

I am rejecting this response because:Empire did NOT supply me with the paperwork I requested. In an effort to cover themselves, the sent me the paperwork that was not given to me initially. I asked for my account to be suspended until they could resolve THEIR mistake and they did not grant that request, I have not even heard from them. The major of my communication has been with ***** *****. I have been threatened and warned that I must continue to make payments on the account that was incorrect by their mistake. It is not fair and I should not be held responsible for their HUGE mistake. I am very upset and have been treated unfairly and they have been downright rude. They have even lied to you, BBB, and told you they sent me the paperwork I requested and they have not. I wish to get this matter resolved. 

Sincerely,

****** ********

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have agreed to review estimates submitted by the customer.  Customer indicates the estimates will be submitted by 5/28/2016. We appreciate the customer’s feedback and consider this matter resolved.

5/23/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased carpet from Empire today and approximately 90 day s later the carpet started to pull away from the backing and now we have a hole in the carpet. We have called Empire every day since and keep getting the run around with no resolution.

Desired Settlement: we would like the carpet in the hallway replaced and be made whole again.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have placed an order to obtain the materials needed to complete service for the customer. Once materials have been received we will schedule the service to be completed at the customer’s convenience.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

*** ********

5/21/2016 Problems with Product/Service
5/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We have a warranty issue regarding our floor. We have been in contact with the local office and have been given a runaround. We have tried to get this matter resolved and now are going on 6 months with no resolution. After being lied to numerous times, and getting no where with anyone from this company, including the regional general manager, we want our money back that we paid for the floor. They offered us an accomodation agreement where they would install the new floor and give us a 50% refund. We had issues with the agreement, emailed the contact person, and have heard nothing. Now they are passing our file off to anyone they can. One person will call us, tell us they will call us back and then we never hear from them again. This also includes the regional general manager ***** ******. We have been calling daily for months to try and get this resolved.

Desired Settlement: We want our money back that we paid.

Business Response:

We've offered a significant refund of the purchase price to resolve this amicably. The customer advised she would review with her husband and reply.

We look forward to the customer's positive response to our offer.

5/21/2016 Problems with Product/Service
5/21/2016 Problems with Product/Service | Complaint Details Unavailable
5/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 4/18/16 – No call by 10:50 – Called Empire – Told installer was running behind, but scheduled to be here by 1. No call by 1:40 – Called Empire – Told installer not able to come today. Will need to reschedule. I told them that I took the day off for this and they should’ve called. Asked for services to be cancelled. Transferred to Corp. Gentleman told me that he would have someone here by 8am (8:30 at latest) to get going on project and that he would refund $1200 if we continued with services. I agreed. Received a call back from salesman from a voicemail I left earlier in the day stating “this is just part of the construction business. That’s the way it goes sometimes..”. I told him this has hopefully been resolved with the Corporate office. 4/19/16 – No call by 10:00 – ***** called Empire – Told 45 minutes away. 10:35 – I receive a call from installer letting me know he was about 30 minutes away. Installers arrive at 11:00 only to let us know that they couldn’t do much work today as they have another job to finish. Then they tell us that they were not going to be doing the quarter round for the sills. Called Empire – Confirmed that they would be doing the quarter rounds. Toiler, sink, fridge, washer and dryer unhooked as directed only to find out that the installers hooked the toilet back up so they could use for themselves.. So here we are, going on day 3 of having all appliances/plumbing un hooked that we could’ve been using and they are still in their spots. No reason for us to have had them unhooked on Sunday evening as directed for our “approximate” 3 day project.. 5:00 – Submitted a request to Empire customer support for a response of how this experience just seems to be getting worse by the day. 4/24/16 – Job finally completed – (now the 7th day from original plan of install that we were told to prepare for 3 days of tear-out and installation). I have to say, the installers were professional and really “good” guys

Desired Settlement: Full reimbursement as tile & grout is already failing. Will need to be done all over again.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and discussed the concerns transpired regarding the installation. We appreciate the customer’s feedback and consider this matter resolved.

5/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Kitchen & Bathroom Issues – **** & another guy: One kitchen register would’ve have been covered up completely if I had not caught it Left the inventory stickers on the quarter round and did not put the caps on the end. Also covered up another register w a quarter round piece – had to ask them to cut it. Was going to leave the quarter round in the kitchen – white quarter round on my dark walnut kitchen cabinets – had to make him fix it Part of the floor under the stove didn’t even have the plywood underneath and had absolutely NO SEALANT on the plywood anywhere in the whole kitchen(Discovered today 4-28-16) Broke the left side inside handle of my new stove when pulling out – had to ask **** THREE times to fix it back The cuts around my French doors looked like they had been done by a child – jagged and uneven. Both guys took breaks or stood around and talked the entire time on their cell phones. One guy even told me he hadn’t been to bed the night before – he’d stayed up all night playing music. (He’s the one that did the bathrooms) Then, **** asked me if Empire was doing the other flooring in the house & I said yes. So, he then proceeds to tell me he ‘bets he knows who is coming.’ Then, went on a rant about how ******* workers were taking their jobs and illegal immigrants, etc. I did not appreciate this at all. Very unprofessional and NOT something you say to a client. After all this, the kitchen floor had to be completely re-installed due to ripples all over the place Bathroom Issues: Left the sealant glue stuff ALL OVER both bathrooms – on the quarter round, around the toilet AND on the new flooring. Did not remove the inventory stickers on the quarter round and made a mess with the sealant. Damaged a couple of places and you can tell they just took the nail gun and shot nails into the quarter round, splintering the actual wood. Scheduling Issues: The vinyl – kitchen & 2 bathrooms – was scheduled for Thursday & Friday. Carpet on Monday and Laminate on Tuesday. So, the carpet guys show up Monday morning and tell us they can’t do the carpet, that the laminate has to go down first. My husband and I had already moved everything. So, we had to get it straightened out with Empire and then move everything a second time. So, the laminate flooring was installed on Tuesday. (**** and his crew did the best job of all – very professional, did the work correctly, and did not leave a mess). The carpet was then installed on Wednesday – both guys did a great job. All the various installers told me that the sales guys know this, so why were we scheduled that way? We had to move everything, in essence, 3 times. So, in the midst of the laminate being installed, **** shows back up at my house to try to fix the ripples in the kitchen. He was going to try sticking some sort of long glue gun thing underneath, WHILE with all the furniture in the kitchen. I made him leave and called Empire, once again. So, the next day, I get a voice mail from **** about when can he come back and fix the kitchen. Once again, I called Empire to have a note added on our account that **** cannot come back to our house (we had already discussed this with Empire, but apparently no one paid attention). This past Friday, ‘***’ is sent out to inspect the kitchen floor issues and confirms that it cannot be ‘fixed’, would have to be replaced. And that he would call Empire to report ***e. Well, that wasn’t done either. I called Friday afternoon (myself) and got a ticket number, as I was concerned nothing would happen. And, I was right. Monday, April 25, I called Empire to ask when our kitchen would be replaced. No one knows anything – I talked to 2 or 3 people. I finally got JT (********* ********) and she was very nice & helpful. She got to the bottom of it, said they’d have to call ‘***’ and confirm his findings. (he was supposed to do that) and then get us scheduled. She called me back and updated me. Said I would get a call from **** in Installation Tues morning. So, Tuesday morning, no call, so I called him and had to go through the entire story again. At this point, we are scheduled for Thursday to have the kitchen floor redone. Wednesday, April 27, my husband gets a call that Empire will be here between 9 and 11???? So, I call **** back again and he doesn’t know anything about it. Had to go through another round of explanations & looks like we are scheduled for Thursday. Thursday, April 28, no call. I once again call **** to confirm and am told the guys are on their way and would be here in about an hour. As I’m writing this at 10:45 am, the guys are here working in the kitchen. I’m writing all this out to say that this is the most horrible customer experience my husband and I have ever had. I’m really confused – Empire handles only flooring, right? That’s all you guys do. That’s why we hired you. My husband and I started taking turns with who is going to call Empire today, because it was just unbelievable. We work very hard for our money and were excited about saving up to get our flooring done. After the kitchen fiasco, I called your Customer Care group to cancel the rest of the work. If that’s how you guys did flooring, I didn’t want anyone else from Empire in my house. ***** talked me into going ahead with the remaining installation. The bottom line is Empire used unprofessional installers that didn’t know what they were doing and we, as the customer, paid for that with time, stress, and untold phone calls. And, as if this wasn’t enough, we were charged twice for the carpet. I had to call AGAIN yesterday to get the $ refunded. I am thoroughly disgusted with Empire and will never do business with you again and will tell as many people as I can how bad our experience was. And, even ‘if’ the kitchen floor gets installed properly, we still have to repair problems in BOTH bathrooms.

Desired Settlement: For all the reasons and issues listed above, we are requested a $1,000 refund to cover the additional work we will now have to perform in both bathrooms, due to the poor work and damage caused by your installation crew. Not to mention, the time spent in phone calls and frustration to get the kitchen floor COMPLETELY redone thanks to the ***e crew not doing the installation correctly to begin with.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have provided a monetary accommodation. We appreciate the customer’s feedback and consider this matter resolved.

5/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We contacted Empire Today about Carpet for our Home. The salesman came out March 25, 2016 and we selected carpet and He checked and said they would come the following Wednesday to install the carpet. WE must get the furniture and pictures out of the way. On Monday March 28th they called to confirm the install for Tuesday 29th of March. WE removed most of furniture pictures off wall and got ready for them. Tuesday the 29th we never heard and around 11Am I called them and was told that the truck broke down and they would come on Wednesday. I was not happy and beginning to get uncomfortable with this company, On Wednesday March 30 they never called and never came to install the carpet. I called and told then to cancel the order they transferred the call to ****** who offered to drop the price by 300.00 dollars. I agreed and they were to coming on Friday, He had me wait while He called someone and He came back to the phone to tell not Friday. It would be Apr 04, 2016. After the call ended, We discussed the fact that with my blindness and the furniture being moved and how I continuously was bumping into things being out of place and with the uncertainness of an actual installation, we would do some research on Empire Today. Nothing we read was very good and decided to cancel once and for all the order. My wife called to Cancel on Apr 1st, 2016 . She spoke to Alex stating that we were cancelling the order and once again we were passed to ******", ****** did his best to talk her out of cancelling the order but we were firm and He finally gave us a cancellation #1-**********. He stated that our refund of the 200.00 dollar deposit would be returned to us in a7 to 10 business days. We have not received our refund and we have called three times this week and they say someone will call us back. Todays call I waited for 12 minutes and never got anyone.

Desired Settlement: ****** committed to refunding our deposit and it has been 28 days We wish to receive the refund as stated. Empire could have followed thru withany of the dates but continuously put us off. They had not been honest about their ability to install just keep changing and caused us to cance./

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and their refund was mailed to the customer on 4/30/16. We appreciate the customer’s feedback and consider this matter resolved.

5/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 2015 Empire Flooring installed hardwood flooring. On February 2016 a portion of the transition strip between the carpet and hard wood floor cracked. I spoke with Empire to report the cracked on 02/17/2016 and was given a date for the repair to be done. The scheduled repair was not done and every week sense, numerous appointments have been made for the repair to be done and as of today 04/26/16 and numerous conversations with ***** ****** and ******* ****** (Install Manager) the repair is still not done. My wife and I are both seniors, retired, and live on a fixed income. We do not have the funds to have the repairs done and expect Empire to fulfill their own contract.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled a site inspection for May 25, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Empire Today to install carpet in my residence. The carpet was installed on March 18th, 2016. Within 5 days of the installation, we noticed an issue with the installation - specifically the seam was not mended correctly and was very visible in certain areas. I contacted Empire Today on Thursday, March 24th to ask them to look at the seam and see if they could fix it. I was promised a return phone call in 24 hours. On Saturday morning, I still had not received a call, so I returned a call to ask what the status was. The employee on the phone explained the work order had been assigned, but the employee might not work weekends, but to expect a call by Monday, March 28th. However, I never received it. I called back on Tuesday, March 29th. The employee who answered from the call center placed me on hold and called 4 or 5 phone numbers to reach the person assigned the work order. However, she could not reach them, but told me she submitted a ticket to the back office and to expect a call within 24 hours. On Thursday, March 31st, I still had not received a phone call back, so I called yet again. The response was the same- they could not reach anyone in the Orlando office. Another week went by and I still never received a phone call, and each time I called, I was told no one could reach the employee assigned the ticket. The week of April 11th, I received a call from ******, who apologized and scheduled the repair for Thursday, April 14th after 4 pm. At 9am on the 14th, my wife received a call from the installer, who yelled at her saying, "Do you know what traffic is like at 4pm in St. Cloud?" He called back at 5:30pm to say he drove towards our house, but didn't have an ****** for the toll, so he turned around and went home. (but didnt call until 1 hour after he turned around and went home). I called back Empire, who promised a Supervisor would call back in 2-4 hours, but they never did. I called again on April 15th, to get the same exact response, but yet no call.

Desired Settlement: I am unsure if I want Empire to fix my carpet after the way the installer yelled at my wife and treated us. I believe an independent contractor should fix the issue and send the bill to Empire, seeing as Empire has had 30 days to fix the issue, but will not return our calls. Empire's warranty provides us with assurance that any installation issues would be resolved. If they are unwilling to make an effort and repair their product/service, another contractor should be allowed to fix it and bill Empire for the warranty work.

Business Response:

We appreciate the customer contacting us regarding their concerns. We conducted an inspection of the installation.  We have reached out to the customer to offer replacement of the bedroom, but have not been able to finalize a date of replacement. We will conduct the replacement of the bedroom at the customer's convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Complaint: ********

I am rejecting this response because:since it has been almost 60 days since the installation and Empire was not returning our calls, we hired another contractor to fix Empire's mistake. If Empire would like to resolve the complaint, they should pay the invoice from another company to fix their mistake-which they would not call us back or fix it in a reasonable amount of time (over 50 days and counting).

Sincerely,

******* *******

Business Response:

We appreciate the customer contacting us regarding their concerns. We have made multiple attempts to contact the customer in order to review the invoice for repairs for possible reimbursement. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/20/2016 Problems with Product/Service | Complaint Details Unavailable
5/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April, 11th 2016 salesman came to my residence at **** **** Dr ********* Ga and contracted with me to lay carpet in my upstairs area hallways, closets, and stairs. Also to lay hardwood floors downstairs in my kitchen and foyer. They didn't finish the job and i have called them since the 11th of April until today about the uncompleted foyer,upstairs hallway, closets, and stairs. I have payed half the price up front as contracted in advance an unfinished job and have repeatedly called customer service with no response to date about this matter. They promised the job would be done within a week of the 11th of April.

Desired Settlement: I would like an explanation as to why the job is not being finished and why i can't get anyone to call me back from customer service. My household goods are scattered about waiting for them to finish the job which highly inconvenient.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken to the customer and advised his foyer was not included as part of his contract. For customer satisfaction and goodwill we have offered to install the foyer with hardwood flooring for no additional as long as the customer agrees to complete the carpet portion of his contract prior to the installation of the foyer area.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I spent 5,000 on flooring through out my house. While I have no issues with the carpet that was installed in the bedrooms my "Luxury Vinyl" is spreading apart and there are Gaps in some spots. I have called several times over the last 3 weeks. I am told it is my fault they are in the following condition and that they will fix it for a price! After arguing with them over the phone the first time they will not return my phone calls. I will not pay for their mistakes especially after the problem's that we had when the floors were originally installed. They did not bring all the materials, the left huge pieces of the flooring hanging into my bathroom, which my son had stumped his toe on and was very dangerous, they did not put on the room dividing boards in between rooms. I am putting my house up for sale soon and I can't claim to have newer flooring when my floors look horrible. I want everything fixed A/S/A/P! This is the worst experience I have ever had with a business and will not ever buy from them again!

Desired Settlement: I want my floors repaired or replace!

Business Response:

We appreciate the customer contacting us regarding their concerns.  Empire contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the laminate flooring. The certified inspection is to be scheduled with the customer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/19/2016 Problems with Product/Service
5/19/2016 Problems with Product/Service
5/19/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I requested an appointment to have flooring installed. I met with the rep. and we completed the transaction. He advised me the installation would be done within the week (it was) and that with my hardwood flooring , they order between 12 and 20 % extra material for the job because of material waste. Prior to him telling me this, I have done research and this seemed accurate. He explained that the installers would leave the extra boxes of material behind in case of future damage to the floor. After the installation , the crew cleaned up and left after we inspected the floor together, the waste was outside the garage and I failed to check to see if the extra boxes of wood were there. They were not. I called and requested that they be dropped off, the rep said he would get back to me. After about 5 or 6 phone calls I have been advised that no wood is ever left behind. I also got a call from another rep stating that they used it all on the job. Clearly conflicting. At this point I am determined to get the extra material I paid for OR get my 12 - 20 % discount on the order since, I paid for it. The reps fail to call me back on my phone line I advised them to. The only message left was on another line when they said they used all the material on the installation. I am requesting the partial refund (12-20%) or my 12-20% extra material I paid for.

Desired Settlement: Refund or material.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the delivery of material for May 13, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a 2 part complaint. First i purchased carpet in Oct 15. when the installer arrived he was drunk. the install took all day, i had to call for them to send another installer to help finish. for my trouble, they were going to send me a $200 refund. i never received. as recent as 2 weeks ago i called saying i never received the check. so they offered to now send me $450 for my trouble. still have not received. in addition, i decided to have them install laminate floor in my kitchen in february 16. there was an issue with the transition piece from the laminate to the carpet. they missed 2 appointments to come fix it. a week ago they sent someone who said he did not have the material and would come the following week but he would call me to confirm. he never called. so i called on thurs 4/21 and they scheduled a guy to come saturday 4/23 to fix. he arrived also without the materials to fix it. i told him what are you doing here if you cannot fix it. how diffiucult is this, you install floors everyday. so he assures me he will return this saturday to fix. i am very skeptical if that will actually happen. i have since left multiple messages with customer service but nobody calls me back. i just want the floor fixed so the job will be complete.

Desired Settlement: i want to receive my check that was promised. and i want someone once and for all to come and fix the floor so i can be done with this and done with the inconvenience.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on April 30, 2016. We appreciate the customer’s feedback and consider this matter resolved.

5/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased carpeting for my new home and financed the purchase using the Empire Today in-house finance company. My carpet purchase was for $4900 and I was approved for $6000. The credit application was all taken over the phone of the sales rep who came to my home. I have never seen or received a copy of the credit application. After taking the sale and completing all the paperwork regarding carpet selection, dimensions and installation date I was given a piece of paper where I decided on the finance terms. At the time of the sale Empire Today was offering 50% off carpet, padding and installation along with either 6-months interest free financing or 48-months at 9.99% financing. I selected the 48 months at 9.99% financing and received a copy of this form. About 5 weeks later I received a bill from a company called ******* billing me for the carpet I purchased through Empire Today. I immediately noticed the amount due was completely wrong. With the terms I selected my payments should have been $124.28/mo and my bill was for $271.51. I also noticed the interest rate being charged was 29.90%. I immediately called ******* and was first told I wasn't even on the account, it was solely in my wife's name despite them running a joint credit application with me on it. After getting my wife on the phone and approving me to discuss the account ******* told me they had no record of those terms. I contacted Empire Today's customer service department who confirmed my terms were supposed to 48 months at 9.99% interest. The customer service rep then called ******* with me on the line and told them the same. They requested written proof. I faxed them my copy of the terms I selected and it was rejected. I have contacted Empire Today numerous times to get this resolved and I'm repeatedly told they will fix it. It has not been corrected after more than six phone calls to their corporate offices and they fail to call me back as they keep stating they will.

Desired Settlement: As I have requested on at least 6 separate phone calls, I want Empire Today to correct the billing with ******* to the correct terms of my signed and legally binding agreement.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the financing concerns have been addressed.  We are scheduled to re-measure for the installation of window treatments on May18, 2016. Once the window treatment order has been received we will contact customer to schedule installation at their convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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. Although Empire Today technically did nothing to resolve the issue, it was resolved through my separate complaint against the finance company, I do recognize it has now been resolved. The next issue revolves around the window treatments that were ordered nearly two months ago and I am still waiting for a measurement. Empire Today has already missed my last appointment for measurement and if they miss this next one, I will open a new complaint against them.

Sincerely,

*** *****

5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire One carpet was supposed to have a rep come between 10 am and 12 pm on Saturday the 14 of May. They never showed. The customer service people never called. I called the call center and got the runaround. The sales rep in Indy was not in. The sales rep was a ******. The GM's name is *****. Still waiting for him to call me back. The customer service people tried calling ****** and all they got was voicemail. I would like Empire to come out and give me an estimate with a substantial discount for the incompetence and runaround I got from their company. The local number is 1-************ ext ****. I do not have a local address for empire today in Indianapolis. I would love to have the CEO of this company answer this one.

Desired Settlement: Large discount for the purchasing and installation of living room carpet

5/17/2016 Problems with Product/Service
5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had ceramics installed in our bathrooms and kitchen. After three days of issues the installers rushed the job. The grout it chipped in several places, they damaged the walls and the molding, they scratched our hardwood floors and the tile is uneven, crooked, and chipped in places. We have been calling for three days and have had zero returned phone calls.

Desired Settlement: We want the tile to be redone as well as the grout. We do not want the original contractors to complete the job.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on May 13, 2016. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

******* *******

5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Empire Today has provided excellent products and services for me on several occasions, and for my family at various properties over the years. The installers are very skilled and do fine work. My problem is that they broke an expensive wall mirror in the process of their installation. I'm certain it wasn't intentional. I notified the offices right away and have been trying ever since to get them to honor their promise to fix it. They've had me to email estimates on more than one occasion yet never moved forward. I cannot count how many hopeless phone calls I've made to the company and how many emails I've sent. The company had subsequently been made aware of a warranty issue, which was satisfactorily resolved. The broken glass mirror, however, has still not been addressed. Eventually, I was in contact with one rep for a while, then with a very polite person, ***** ******, until she told me that my file would be passed on to yet another person that was going to take over and get back with me. Because my family business is also BBB accredited, I tried my best to resolve this with Empire Today directly without contacting BBB for assistance. I had previously assumed Empire Today would be concerned with minimizing the number of complaints filed against them. I even informed them that this would be the next step if they were not going to be professional, fair or ethical. I have waited for months even after that warning and no response. That's why I'm reporting this to you. The company will not even take the time to communicate with me. Thank you for your courtesy and time. Have a nice day. Sincerely, ******* *******

Desired Settlement: Would like them to replace the mirror.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have provided a monetary accommodation. We appreciate the customer’s feedback and consider this matter resolved.

5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. Installers showed up 4/18 with less carpet than needed to complete the job including 3 rooms which seems to be “cut off” on the contract, it’s only partly showing. 2. No installation done in master bedroom that was on the contract. 3. Old pad was not removed in one of the bedrooms, new carpet installed over it. 4. Tack was glued to existing laminate FLOATING flooring in the other room. 5. Carpet not measured to fit the room, quarter rounds exposed, though flooring should have been removed COMPLETELY. 6. Carpet is thin enough to see shiny plastic backing, looks nothing like what the salesperson’s sample looked like. 7. Exposed Tack, and carpet thin enough to be injured by tack 8. Installer informed me I was ripped off, and that this carpet is bad, but knew where I could “get some nice carpet”. As it turns out, he is the only honest person other than my LVP installer that I’ve worked with. 9. Received call from ****** Tues. 4/19 regarding room transition strips and when it was mentioned we had a carpet claim from 4/18 (date of install) and wanted it gone he insisted he is not the one that would handle this complaint. Customer service call initiated by myself later that day informed me ****** was the guy I needed to speak with, that he was “in charge”. 10. Customer service twice escalated my complaint to “the office of the president” 4/19 and 4/20. As turns out is not a president but a Ms. ******** who is only a retention specialist per her voicemail. 11. I was promised repeatedly a 2-4 hour wait for a returned call from said office of the president, and never once have I heard back from THAT office. 12. No response from Empire despite filing a claim as requested on Monday 4/18/16 in fact heard from no one until 4/20/16 at which time I was told it would be worked on, and that they needed approval from the Corporate office. 13. Orlando office states refund is approved given the above circumstances, however no confirmation received of refund. Or approval of refund.

Desired Settlement: Empire today needs to refund the full amount of the carpet installation. I am no longer interested in working out other options due to their lack of communication or pride in their work, or business.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have agreed to refund the order. We appreciate the customer’s feedback and look forward to amicably resolving this matter.


5/17/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: They originally were supposed to install the carpet on Thursday March 19. They didn't show up because they claim I never confirmed the appointment, even though I did. They were then supposed to deliver and install the carpet on Friday March 25. They did not show up because the installer (whom the salesman told me worked directly for Empire) had his truck break down and he couldn't come. Then I had to wait for someone else to show up later that day but he came at 3:00 and only stayed 1 hour. He then came back the next day and stayed to get it installed. When this happened we were told we would a price concession. We called to complain about the fact that it was taking so long to install. We were hung up on , transferred and hung up on and ignored. It shows that we have a price concession coming on our account but they don't know how much it is. So we called again and were told that they didn't know how much the concession was. We asked someone to call us back. We have called every day for the past 4 days and no one will call us back.

Desired Settlement: I would appreciate the price concession and someone to call us back.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have provided a monetary accommodation. We appreciate the customer’s feedback and consider this matter resolved.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and have provided a monetary accommodation. We appreciate the customer’s feedback and consider this matter resolved.

5/16/2016 Problems with Product/Service
5/16/2016 Problems with Product/Service
5/14/2016 Problems with Product/Service
5/14/2016 Problems with Product/Service
5/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had new carpet installed in my 2 bedrooms downstairs. They have a musky smell and Empire said I had to pay to have brand new carpet cleaned before anything could be done. I hired Ultimate Cleaning to come hot steam the 2 rooms and that brought out the smell worse. I have sent in my receipt and a picture of my credit card statement since they said the receipt was not good enough. This has been over week and no one has called me back. I should not have to go home to a musky wet dog smell.

Desired Settlement: I would like to have new carpet in the 2 bedrooms.

Business Response:

We appreciate the customer contacting us regarding their concerns.  We contracted a certified inspector at no cost to the customer to determine the root cause of the customer’s concerns with the odor.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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. The inspector was just out yesterday and said there is a musky smell so we are waiting to see what they are going to do to resolve the issue.

Sincerely,

****** ********

5/13/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed a contract for living room (engineered hard wood), kitchen and bathroom ceramic and hallway and stairs for carpet. The advertisement was for 50/50/50 percent off everything. This company emailed me the contract on 4/19/2016 and on Saturday received confirmation email that hardwood install 4/27/2016,ceramic 4/28/2016 and hallway and stairs for 4/29/2016. Today I received a call at 2:43 pm stating there was an error on the order and I would need to pay an additional monies, after I paid in full the order that was presented on 4/19/2016. I was shocked to say the least, after I've scheduled to be off 3 days for this install, pulled up my carpet from stairs and removed figurines from cabinet in preparation for install tomorrow. I am not accepting this last minute find for quality assurance checks, this company had 3 business days to review this order and to cancel, I'm not accepting a renegotiation after the fact for me to pay additional monies. If you have a problem with your software that is not performing the calculations correctly when the sales representing your company are on site with the customer, how is this my problem on 4/26/2016. I'm not a carpenter or and installer, that's why I depended on your expertise with the presentation and the pricing, your not going to offer me the customer to perform install on ceramic and carpet because that is correct, but exclude the flooring because your software did not work properly. I will not accept a switch and bate to create urgency less than 24 hrs for my install. My home is in complete disarray and receiving numerous calls to accept there lowest offer to allow installation. I took the time to fill out the customer response on how ineffective the web site was prior to the appointment being scheduled, I stated that I could not perform more than 1 project at a time for different products that company had to offer, I just gave up trying to enter the information since I was scheduled for an appointment

Desired Settlement: Stand by your agreement for the job that your first time customer was expecting without trying strong arm tactics.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer, explained the situation and installation has been scheduled May 19, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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.  It is the same as the original agreement on the flooring.

Sincerely,

******** *******-******

5/13/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 2/15/16 we placed an order for shutters from empire. The sales rep wrote down our order and took our information. We provided a check of $250 and also set up a wells fargo account for the rest of the balance. On 2/20/16 the measurements were taken for the blinds and we found out then that the order was wrong and that blinds were ordered and not shutter. We have then called 4 times since then to followup and were notified that our sale rep should be contacting us and never did even when given weeks of time to follow-up. Sales person was called as well as their sales department numerous times and then also their escalation department on 3/26/16.

Desired Settlement: We would like what we ordered to be finalized and installed.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have adjusted the order to reflect the correct product and agreed to a price with the customer. The product is currently on order.  We will contact the customer and schedule the installation at their convenience once the product arrives. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Complaint: ********

I am rejecting this response because: before we submitted the contract/paperwork we were told that the shutters were ordered.  Now that we have signed the contract we received a call and email that states we need a remeasure on our windows.  When we first measured our shutters, we realized the error and the man doing the measurements redid the paperwork and measurements for shutters and not blinds.  Due to this issue we were definitely contacted quicker.  We are currently waiting for a call back to discuss the issue of remeasuring for shutters.  We have called 4 times on different days and finally left a message earlier today, 4/20/16 and have not received a call back.  We will also be sending an email to the person who has taken over the account, who actually has been very helpful.  Besides her help we are very disappointed that we have been waiting for our shutters since February 15th, 2016.

Sincerely,

******* *******

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and informed them the shutters have been ordered with a ship date from the manufacturer of May, 12, 2016. Once order has been received we will contact customer to schedule installation at their convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased floors on a Monday night and was told to prep the house for a Wednesday install. We have 4 kids including a baby, this was no easy task but we got it done. I took that Wednesday off from work. The install never happened. I got a call around 11am and was told the product wasnt even in the warehouse. Install finally started on Friday. They ran into another issue and had to stop. Install finished Sunday night. Two days later the floors started clicking. We were told to wait a few days for them to settle. Problem got worse. We were told to "float" the subfloor. We paid $2389 to do that. I took two more days off work for the floating. 1st day was a waste. The installer was not told about the appointment. Floating didnt start until late Friday. Didnt dry in time. Spent the night at a hotel, another $200. Issue persisted. We were told an incident report had to be submitted to manufacturer. That was done Monday. We were left with no floors in 90% of our house, just concrete. No use of our garage due to the storing of the old floor. A week an a half has past. Still no answer and Empire wont take ownership of a clearly bad product. My family and I, wife and 4 kids, are the only ones suffering. My 11 month old baby has very limited space to move. This is a crucial time in his physical development. My kids are scraping their feet against the concrete floors. The concrete is starting to crack as well. No resolution is in sight. I have spent close to $12,000 and have nothing but frustration to show for it.

Desired Settlement: I don't want to deal with this company anymore. I want them to take ownership of this product and refund me all the money we have given them, including the $2389.90 we paid to "float" the floor. It didn't not fix the issue therefore was not necessary.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on April 21, 2016. We appreciate the customer’s feedback and consider this matter resolved.

5/12/2016 Problems with Product/Service
5/10/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We informed the Sales Rep ***** ******, there was Asbestos Tile Removed, at time of appointment he did not tell us we needed to have Asbestos Mastic Adhesive to be tested/Removed prior to flooring was to be installed a week and half later. We had plenty of time to take care of it prior to install of flooring but to have my loss of pay for taking the day off to have the flooring installed is OUTRAGEOUS, and then to have no flooring and to have no one respond to phone calls for 24 hours, ***** ****** to call and not take responsibility for his actions. Then when we request to receive our deposit back is first to say 24 hours, by ******* in Texas as a Rush, then a ****** yes its on its way it should be on the card, and when I told her no its not on the Card 4/13/2016 and today I call and the tell me it will be 1 to 10 business day is ABSURD!!!!! After all the research my husband & I did, Empire being in flooring business for 57 years ASBESTOS and my of Construction background, Empire being in the Flooring industry they should be fully trained in ASBESTOS Hazards, we told ***** we would pull up the remaining linoleum for the installers. Your sales consultants should be fully trained to inform your customers regarding Asbestos and to inform them of ASBESTOS ABATEMENT/TESTING Prior to Installation of Flooring, I was out a days work waiting for the installer to tell me he could not install a floor!!!!!!!!!

Desired Settlement: Immediate Refund of our Deposit, we have called several days from 4/8/2016 & 4/13/2016 and again today 4/15/2016, I told them on 4/8/2016 I want to cancel our order after this fiasco, I wanted my deposit back! WE WANT OUR DEPOSIT BACK PLEASE! IN A DREAM WORLD I WOULD LIKE A DAYS PAY SINCE I DON'T WORK I DONT GET PAID $400, BUT I JUST WANT OUR DEPOSIT BACK!

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and their refund has been processed. We appreciate the customer’s feedback and consider this matter resolved.

5/10/2016 Problems with Product/Service
5/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our first installation date was given a time frame from 2-5pm and no one called to inform us that the crew was running behind on their last job and wasn't going to make it. Then after rescheduling, two guys showed up, they were asked to be mindful that our room had just been re-sheet rocked with new trim and paint. I was told scratches and dings can happen because of sizing the carpet and tacking it down. When they were done we had razor blade marks all over the trim from where they cut the carpet and dents on our closet door casings that needed to be re-sanded, and wood puttied to fix and be re painted. We asked for our second installation appointment that a different crew come out and we confirmed multiple times with reassurance that that was the case. Our date of 2nd delivery the same crew came back and when told about the issues last time and to please be as careful as possible again in areas that had been re-sheet rocked, sanded trim and had all new paint he refused to install the carpet unless I signed the completion paperwork before he even started the job. When I said no that's not what we did last time customer service was called by the installer to say he could not do the job. When we spoke to customer service they were informed as well as saw in their notes all the issues that had been documented. Upon speaking with installation manager they promised a new crew for the very next day first thing in the am however I was called and given a eta of 2-5pm again. After relaying our issues and confirming the amount of work that needed to be done and expressing concern for that time frame I was reassured they would be here until it was done. At 315pm I received a call saying the installers truck broke down at his last job and wouldn't make it. After asking to speak with a manager and being put on hold for 15 minutes, she relayed to me that the installation manager was getting a new crew together and picking up the materials and would be here to do the job.

Desired Settlement: We would like compensation of some sort for all of our wasted time from missing work and the aggravation of the unprofessionalism this company has showed

Business Response:

We appreciate the customer contacting us regarding their concerns. We have made several attempts to contact the customer via phone and email, but have not received a response from the customer. We have provided a monetary accommodation to the customer based on previous discussions with the customer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.



Business Response: We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and come to terms on an additional monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

***** ***

5/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cannot express enough my frustrations with empire enough. I have been battle getting my laminate flooring issues resolved for the last month. I am sure if you check the **** center you can see logged multiple ****s dating back weeks ago, with no responses. I even spoke to **** center supervisor regarding my issues and even she could not get a hold of anyone. I have been getting the runaround for weeks from ****** in the Orlando, Fl office and he continues to promise me returned ****s and I get nothing. I have even ****ed his direct extension # multiple times this week leaving messages. Extension number ****. Again even the **** center agrees this is unacceptable customer service. I have taken off days for repairs to happen with nothing being done or no returned phone ****s to confirm repairs. Last **** I received was on Monday this week ****** stated he need to talk to the installers and would **** me back by the end of day. Again no ****s this entire week even though I have left multiple messages. I am not sure who I need to speak to in regards to this but after spending $8,000 on laminate flooring throughout my house and the amount of shifting, lifting of boards and creaking in the floors are making is extremely dangerous for me and my family. Again if I would have known this would happen or if I would of done my research I would never have used Empire. After seeing recent reviews online regarding the same issues I am appalled by this company. This is unacceptable due to the fact that they are not following through with their warranty policies. My floors were installed in February and I have been trying to get this repaired since. Again my husband has taken off work today again due to promised repair this morning to be completed by 3pm and no one has shown to do the repairs nor have we recieved a confirmation ****. We have now lost multiple days of work in hopes to get repairs done and numerous hours spent on the phone trying to get though to someone with empire

Desired Settlement: My outcome is to have these issues repaired, as well as reimbursement based on the multiple attempts to have repairs completed with no shows requiring myself or my husband to miss a day of work because empire requires you to be available all day and will not give you a time frame. After spending $8,000 on over priced/unfinished flooring this is unacceptable practices for a business. I will not be recommending Empire to anyone I know. There is no excuse to not return phone ****s to a customer or to set up appointments and then not follow through with them.

Business Response:

We agreed to a partial replacement under warranty.  Additionally, we offered a partial refund for customer satisfaction and goodwill.  Both the replacement and refund have been processed as agreed.

We appreciate the customer’s feedback regarding this matter.

5/7/2016 Advertising/Sales Issues
5/6/2016 Problems with Product/Service | Complaint Details Unavailable
5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are supposed to be getting new flooring from Empire but have been left with only half the floors done for over a week now. We were told it would take 3 to 5 business days to finish. They started on April 4th and left on April 3rd with only half the floor done. They left half of the old floor in tact but have left a 3 ft by 20+ ft section of sub floor exposed in our house. We have been living with this since the 3rd. The people who put the floor down said we had to contact Empire about getting some high spots in our kitchen fixed before they could finish putting the rest of the flooring down. We have contacted Empire every day since the 3rd and every day they say that someone will call us back but no one ever does. This is ridiculous, someone should tell us what is going on and what needs to happen before moving forward with the rest of our floors.

Desired Settlement: I want Empire to apologize for their incompetence and finish installing our floors in a timely manner with the lifetime warranty that they promised us.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on April 27, 2016. We appreciate the customer’s feedback and consider this matter resolved

5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had our floors installed 4 1/2 months ago. We moved everything out of our house, had my kid and dog cared for, took off work and had to clean for 4 days straight. The floors were improperly installed - the floors were were never leveled (even though this was included in our contract) and cut too tightly on numerous walls. Now, we've had an open complaint open for 4 months with Empire Today. It has been continuous phone tag (when I'm lucky enough to get a call back that is!), 1 installer visit lying about the extent of the problem, 1 inspector finally confirming the the extent but now nothing. We've been waiting for a month to hear back how they will accommodate having to spend another full week moving everything out of the house, disassembling furniture, the kid, the dog, cleaning, etc. I just want someone to call me to resolve this issue. Our floors are so loud we wake each other up when we walk around at night.

Desired Settlement: Not only do we need a replacement but we've asked for accommodation for our trouble - a mover, etc. No word from Empire in over a month on this request.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer; the service was completed and we have come to terms on a monetary accommodation. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

****** ********

5/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January, hardwood floors were installed through our entire 2 story house with 30 degree weather, by a subcontractor, through Empiretoday . As of today, April 1st. we still have multiple issues that have not been resolved , including holes in the floor where the last crew made more damage than there was to begin with. The workers had no regard for our property and used their open saws inside our home while the heater was running and without any protection for other rooms, cabinets, closets, furniture, exterior of the home etc. which caused every inch of our home, including air ducts to be coated in a fine drywall like dust.The entire installation is horrible, uneven, chipped, splintered and damaged boards were installed with enough separation between them to collect dirt and trash. A microwave was dropped and damaged without telling us and a jar of silver change was taken from a bedroom (empire has offered to pay for these items). All of our door frames were cut much to high for the flooring, some between a quarter and half and inch. One crew attempted to fill them in with white caulk and proceeded to get it all over the flooring and quarter round along with over/under filling the gap and not using any kind of color.There are many dents in our walls, door frames and doors from the equipment and moving furniture. None of the 3 crews, yes 3, had a regard for a customers time, they wouldn't show up until late morning or afternoon, the initial install hours were horrible, 9-10 am start, 8:30-9 pm finish for 2 days and 10-11 am start and 11 pm finish the last day, which they recklessly put furniture back late each night. They refused to start where we requested them to so we slept on the floor for 3 days. I spoke with ******, sealing will void the warranty, so this must be addressed also. Empire hasn't given us the price breakdown we asked for that showed the 50% off everything, they have only made a VERY small resolution offer that doesn't even cover house cleaning!

Desired Settlement: No Empire subcontractors or employees at our home. An agreement between Empire and ****** for our floors to be sealed with the warranty in tact or the floors replaced by another company. The entire house cleaned and repaired by 911 restoration, per their estimate, which Empire has and to our satisfaction. We have a lot of pictures of the dirt and damage. .A minimum of 50% price reduction if the floors can be sealed and 100 % reduction and our choice of new floor and installer if the floors must be replaced or any legal action must be taken.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and we will have another contractor provide a comparison estimate. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:


Complaint: ********

I am rejecting this response because:

From: *********@aol.com [mailto:*********@aol.com]
Sent: Thursday, April 21, 2016 3:30 PM
To: Customer Relations <customer.relations@chicago.bbb.org>
Subject: ****** ********* - claim # ********

**** ******* called on April 12th, 4:31 pm, asking if we would allow Empire to get some more cleaning estimates.

We said they could, he stated that Empire would be having some companies call us.

None of the other issues were discussed and we have not gotten any calls from Empire or any cleaning companies.

****** *********

************ ************


Sincerely,

***** *********

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the customer agreed to contact us on Friday April 29, 2016 after further reviewing our offer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

5/5/2016 Advertising/Sales Issues
5/5/2016 Problems with Product/Service
5/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have filed a complaint with the BBB on 02/29/2016 about a charge Empire Today put on our account AFTER our job was complete and we paid in full. Empire contacted us two days after I filed the complaint with BBB. We spoke with ******** ******** from Empire and she asked for our receipts and copy of our final/completion certificate along . That was sent to her on 03/02/2016. Empire called 03/17/2016 and told us to talk with ***** ***** as Empire is still investigating the case. We spoke with ***** ******* at ***** ***** and he said the charge came from Empire on 10/27/16. Our job was complete on 07/30/16 and paid in full with ***** ***** on 09/26/2016. We have not heard from EMpire as to this charge they put on our account without our permission. I have now received a bill from ***** ***** with late fees as Empire has yet to explain why this charge was put on our account from a house we sold in Sept.??????? Also, we referred two people to empire and never received our 2 $100 gift cards we were promised. Empire today does not honor their advertising for gift cards for referrals. They charge things to our account with out our permission and then are refusing to resolve the situation with their customers. This is unacceptable customer service. This job was complete 07/30/2016 and it is 04/07/2016 and still no contact with us with a resolution.

Desired Settlement: Charge taken off of our account with ***** ***** and a letter to clear up any negative reporting on our credit. Two $100 gift cards owed to us for our referrals.

Business Response:

We appreciate the customer contacting us regarding their concerns. We reviewed all charges to their financing account and confirmed all charges are correct. We have spoken with the customer and reviewed the charges with them. We appreciate the customer’s feedback and consider this matter resolved.

5/4/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: i had carpet installed on 3/5/2015 had a person a rep from empire said carpet looked 10 years old u can almost see the padding through it they r not wanting to replace it im still under warranty and they are not wanting to do anything about it its very dis-colored its very bad ive asked for something to be done but they are not wanting to honer the replacement warranty if u could please help me id like that very much im a single mom of 2 on ssi/disability and can not afford new carpet when this was sposta last at lease 10 years

Desired Settlement: they took a picture of a broken vacuum i told him that one was broke i keep the good one in my bedroom they are being very rude and not wanting to do anything about this and as i said im still under warranty please help me with this matter thank you for you time

Business Response: We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on April 16, 2016. We appreciate the customer’s feedback and consider this matter resolved

5/4/2016 Problems with Product/Service
5/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered laminate floor from Empire Today. The salesman brings the product out to the house, we ask questions and he answers. He told us the laminate was 10mm high quality, high density board with high pressure wear layer that doesn't curl up like the lower grade laminate. The installer came and installed the floor, they weren't able to complete it because there were so many damaged pieces so they had to come back the next day. When I went up to see the floor it was immediately obvious that it was junk. I can see it lifting all over the place, I can feel it with my hands and feet. I went over to the box to find out more about it and it says it's 8mm. So I went online to find out the rating and specs to see if it matched what the salesperson said and there are no specs. I had to call Empire to find out where this laminate came from, it's ******* Laminates but I can't find any information or product ratings on it anywhere. The laminate is only 8mm and sounds like cheap laminate when you walk on it. I stopped the installation and made calls and email to Empire to find out more. The salesperson says he didn't tell us it was 10mm but he did twice. I asked him what the thickness was and he said 10mm and later we talked about molding that we needed to install around a spiral staircase and he again said, "it's 10mm so about a 1/2 inch should be good enough for it to go under." He said he would get me the specs on the floor so I could see it was at least the quality that he said it would be but he never got back to me and the place is closed for the day so we wasted another day. My order doesn't even say what the product is, only a name that they give it. There is no way I want this floor in my house. We also ordered a luxury vinyl floor that's supposed to be coming in 3/28, what he brought into my house said it was ********* ******* but my order doesn't say that and their website doesn't say it either. I want that order cancelled as well.

Desired Settlement: I want this floor removed from my house, the luxury vinyl order cancelled and I do not want to be charged for anything. They wasted my time, the day I spent home for the installer, and the delay of my rental unit now that I have to wait for them to get that floor out so I can get a quality floor installed. They can take all of the floor and materials related to it.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and have come to an agreement to the resolution of their matter. 

Consumer Response:
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,

***** ********

4/30/2016 Problems with Product/Service
4/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A salesman came to my house from Empire to sell us a product. During his pitch he told us that Empire has one day installation service. I said well if you can guarantee that the work will be done in one we will go with your company. He said he guarantees it and Empire is one of the only company who provides one day installation. We went with Empire...On the Saturday of the installation the workers came to our house and began ripping up our carpet to install the wood flooring. The worked for a few hours then told my husband that they are out of materials. My husband ask them why did they even start if they knew they didn't have all the materials and why were we guaranteed one day service? The individuals had no answer. They gathered there tools and left. My husband had to clean up the mess they left from working on the floor. We both contacted Empire about the situation on Saturday, they said someone would come out on the Monday to finish the work. I asked about the fact that they di not fulfill the contract in the sense that I did not get the service that I was promised. I requested that something is done for us as costumers since they did not provide the one day service as promised. We've gone back and forth several times. The last thing we heard from Empire is basically too bad that it didn't happen in one day there's really nothing that can be done.

Desired Settlement: - Refund – of the amount paid for products or services if they were not delivered or were unsatisfactory/Billing adjustment – if products or services were incorrectly charged - Modification/discontinuance of an advertised claim – if you feel the company's advertising is misleading or unclear

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, provided a monetary accommodation and confirmed the installation is completed. Customer is satisfied with the end result. We appreciate the customer’s feedback and consider this matter resolved.

4/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were initially advised that the LVT, we wanted installed in our bathrooms, was able to be installed over the existing tile. At least that is what the salesman told us despite asking him twice. First installers arrived and stated the LVT could not be installed and the existing tile needed to be removed. I then paid someone to come in and remove the existing tile. I paid $350.00 to have said removed. I then rescheduled the installation. The second installers arrived and stated that could not do the installation and that the subfloor needed to be raised. As a result of this information, my wife and I immediately phoned Empire Today and told them what was going on and that we would have never replaced the bathroom floors if it was going to be such a hassle. After several phone calls and speaking to the regional manager (we think) and spending all day on the phone. Empire agreed to take $200.00 off our costs and the would pay for the subfloor. The third installers arrived two days later and stated the LVT could have been installed over the existing tiles and that the subfloor did not have to be raised, it was just a lot more work to get the floor right. They completed the installation and it looks good. However, I was then given a bill for $200.00. After more phone calls by my wife and I, as well as phone calls by the installers, the situation was not resolved. In fact, the regional manager never called us back.

Desired Settlement: We would like an apology and be refunded the $350.00 paid to have the bathroom tiles removed. We would also like the $200.00 refunded as well.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and processed a $200.00 refund to the customer's credit card on April 12, 2016 as well as provided additional sub-floor prep at no cost to the customer at the time of installation. We appreciate the customer’s feedback and consider this matter resolved.

4/29/2016 Problems with Product/Service | Complaint Details Unavailable
4/29/2016 Billing/Collection Issues
4/29/2016 Problems with Product/Service | Complaint Details Unavailable
4/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased and had installed a laminate floor at the cost of $2500. Shortly after the floor was installed I noticed that the laminate in section was splitting or separating from other sections. This is now happening at several spots on my floor. Now let me reinforce that I was told that this was one of the highest quality floors that they install, with all the bells and whistles. Unfortunately, I called for a quote during the 1/2 off sale. I was quoted 4500..I called while he was there and got 2 more quotes. He had to come down to $2500..Now, since it was a 1/2 off sale, I think it sould have been half of that..He called the "captain" and he got the $2500 approved.At that point, I wish I would have walked him out the door!Also, most of the quarter round is coming away from the walls. I contacted Empire..I was told the flooring had been discontinued and she was having problems finding it. I told her if it couldn't be found, they must redo the whole room..Well well...Then she found it.. It has been weeks. So she sends to me an email to set this up for this Tuesday. I said OK..No reply. I try and send her something today, she is out of the office. This is getting old and I will refer this company to NO ONE...Too much of a hassle! I want the floor to be fixed or replaced. I want quarter round secured in all areas. I want carpet fixed in closet.Install crew decided to push my very heavy dresser into that closet WITHOUT my approval.If they are unable to fix the floor and a different floor has to be placed I expect that a credit will be issued for the floor. Business Response:

Desired Settlement: I want the floor to be fixed or replaced. I want quarter round secured in all areas. I want carpet fixed in closet.Install crew decided to push my very heavy dresser into that closet WITHOUT my approval. If they are unable to fix the floor and a different floor has to be placed I expect that a credit will be issued for the floor.

4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: . Empire Today accepted the sum of $4,995 to install laminate flooring in the home of myself and my wife. Empire Today installed laminate which did not match the color or texture of the sample provided to me by their sales representative, and was not adequately verified by Empire Today’s service technicians prior to installation. I called Empire Today within 24 hours to express my concerns and another sales representative was sent to my home. The second sales representative not only agreed that the installed product was different from the original sample, but carried an entirely different sample product of his own with the same name. My wife and I chose a suitable replacement for the installed laminate and contacted Empire Today. We were informed that Empire Today would impose an additional fee of $2,224 dollars to replace the installed laminate flooring even though the replacement chosen is less expensive than the product installed. After several other phone calls attempting to resolve this issue, Empire Today still refuses to fix the incorrect installation without charging an additional fee. My wife and I are not at fault in this situation and I find it unacceptable to pay for Empire Today’s mistakes.

Desired Settlement: Replacement of laminate currently installed with new product, or refund of the purchase price of $4,495.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled the replacement is scheduled for May 05, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

******* *******

4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I would like for Empire to allow me to have carpet extended to hall area or at least allow purchase of carpet since I don't have a sample to get somewhere else. I had carpet installed 3/21/16 and later ask for estimate of hall extension. Rep came out and was advised they could not complete estimate less than $500.00. I had just spent $700.00 and previous consultant tried to get extension of living room to allow installation. However they would not approve. I am a returning customer of Empire and was not done fair. If they would not install hallway which was only 12ft of same carpet I think is horrible and disloyal to me. All I ask is to have carpet installed and was willing to pay the $200.00 the agent said and move on. If they knew they would not allow her to write it up they should not have sent her out here. I told the lady when I made the appointment it was for hallway and she should have said it was not possible instead she said oh people do that all the time. Bad practice and policy.

Desired Settlement: I just want my hallway done with considerable pricing.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and the service was completed on April 19, 2016. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

******* *****

4/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Jan 29, 2016, I made an appointment to obtain information from Empire Today products. The person was able to give me a better price than other quotes I had from other big companies. I was advised the offer of Empire Low Price Guarantee. The offer that I was given was for a better price for the same product the same material and work. The day of the installation the personnel refused to do the job. I got told to do it on my own. I got a contractor to do that job and I paid a large amount of money for that job they refused to do. I called Empire Today and set and appointment for the installation. I informed the personnel that the part of the removing tiles was done and the floor was ready. The same type of work I was advised by the seller it was an expressive one. I requested to get a new quote by phone due to that, I got a call from another person the next day and I was advised that they were unable to do an adjustment at the time. Their personnel the day of the installation stated I had to pay for the job. I paid without any problems. I looked at the paperwork I was unable to see a bill for what I was paying for. It only showed a total. I called several times and asked for a detail bill about the services and products I was getting. I was informed that they will not provide a detail bill. At the end of the day I got an email with an attached hand written paper of how much they deducted from the original bill. When I requested to talk to the corporate office, I was denied. I sent an email about the situation to the company. I got a call from a manager from my state. I sent what she requested, a quote from the other company about the prices in detail. On March 31, I was able to talk to her via phone and she stated that I was unable to get a detail bill and that I made a contract for the price. Also she stated that the $400 deducted were for the hauling of the old tiles. The contract was to remove the tiles set the floor and install the floor.

Desired Settlement: I will like to see a detailed bill for the services and product. And an adjustment to what I paid for. I showed them a quote of what I would pay with another company. It was a detailed quote. I am not asking to go under it I am just asking to be fair and provide the Low Price Guarantee offer I was advised. I emailed them and talked to a manager and she was unable to understand. Maybe if a person that has the ability to make a decision can sit with me at my residence I will be able to show him the emails and the quotes I showed the1st person that came here. The services and products ranged around $2300 to $2500 for the services provided not the amount I was charged. Thanks in advance.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and Empire price matched the entire contact amount to equal the overall quote from Home Depot.  We do not price match individual line items.  We appreciate the customer’s feedback and consider this matter resolved.

4/27/2016 Problems with Product/Service | Complaint Details Unavailable
4/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First question to salesman was if we could cover our existing tile with luxury vinyl plank without having to remove the tile. We were told yes, so we proceeded with purchasing our flooring. The day of installation, Empire informed us they would arrive between 9:30-10:30am. They did not arrive until after 2pm with barely any communication on their end. When they arrived they told us that the LVP would look bad installed over the tile because of the uneven parts due to the grout. They called Empire; no resolution was provided and when I told the installers to leave because they could not offer anything else, I was informed that they were not allowed to leave until Empire told them to, making me EXTREMELY uncomfortable. When you ask someone to leave your home politely, they should leave. A woman at Empire finally attempted a resolution by covering the costs of the tile removal in order for us not to cancel. I asked her to call my husband, who working, to discuss this; there was no call ever given. After the installer mocked my husbands character due to him being upset over the unprofessional-ism, the never ending excuses for why he was 5 hours late and only called once, and the constant discussion of how his company would look bad to Empire if we complained or had him leave before a resolution, I had to yell at Jose to finally leave my house. I called customer service one more time that evening and spoke to Larry. He promised that they would cover the cost of removing the tile and have the LVP and carpet installed the next day, no problem. First thing Saturday morning, I received a call informing me that they were going to move back my carpet install until two days later, Monday, due to Larry not scheduling a combo crew. They did not even ask if that day worked for us. After many calls to them, and NO CALLS BACK regarding install, we finally cancelled the entire order with a spiteful woman who hung up on us before we could talk of a deposit refund.

Desired Settlement: I believe that we were completely taken advantage of. Nowadays, spending $4,700 on anything, let alone flooring, isn't easy and to be treated with such disrespect by their customer service reps and installer was too much to handle for me. I am currently 7.5 months pregnant and had to deal with the stress of a late, incompetent, and rude installer who simply did not want to do the leveling of the tile (which we were charged for) prior to installing the floor, since he arrived so late on a Friday afternoon. The lack of communication for resolution from Empire was atrocious. If you wanted any type of help, they would tell you to call back if you needed anything. We left 3 messages with no calls back. Apparently when they cannot handle the situation, they just don't call back and make the customer feel like they are being swindled. I want a refund of my $200 we gave the salesman and a confirmation that the $1,700 we financed with ***** ***** will not be submitted.

Business Response:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and mailed her refund check. We appreciate the customer’s feedback and consider this matter resolved.

Consumer Response:
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,

******* *******

4/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contracted with Empire to install Tile flooring to entire upstairs. Was told by salesman, ******* iwould be a 2-3 day job. Done by professional installers. 1st day 2 men arrived. They asked us if they could start tomorrow. They were told no. The lead person did not have proper equipment, as evidencedby multiple requests to me for items. His helper left him. After first day only 1 bathroom and small portion of bedroom done. Salesman notified complaint issued. Venus, called saiid a manager would see me in the morning. **** arrived on second day to find 1 person on the job, she stated she was told there would be more. Tile in Bedroom is uneven she told him to fix it. She stated more help would cometomorrow. Tile around baseboards is terrible. Uneven and is spaced. Taking photos. Job looks bad. **** notified. Said give her a chance to make it right. 2 different tiles sent, unable to continue jod. Attempeing to teach an EMPIRE rep. No timely response, nor did they follow up on initial complaint.

Desired Settlement: I want the job to be completed but done professionally. It looks terrible.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and she has agreed to allow Empire to send a contractor to provide a comparison estimate. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

4/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had considered Empire Today due to our deadline for having new carpet installed, as they advertise next day installation. We went through a 3-4 hour sales pitch and ended up paying in full for the carpet and verified that the carpet was available for installation next day. All of this information was included on the contract, in regards to the payment for next day installation. The following morning, day of the installation, all of a sudden Empire does not have enough carpet to install in our house. They did not have any type of solution prepared, just called to tell me that and that they would call back once they know what they can do. After an hour of no follow up, my wife and I called over and over for about 4 hours just trying to figure out what the hell was going on, and at the end of the 4 hours, we had talked to a total of 1 manager and 1 supervisor. They too had no solution for us, and either put us back on hold to try and figure something out. Come to find out the carpet was there the whole time, but it was obviously to hard to read a product number. This leads me to believe this is a common practice for the company to lock people into a fraudulent "next day sale", then once the carpet is paid for, seek out the lowest rate for their "contracted" installers. Went through over 4 HOURS!!!! of miscommunication and ***** poor customer service and then the company has the nerve to send us a customer satisfaction survey that includes every aspect of the sale except the customer service portion. If you order from these people, don't hold your breath on the promises they make, they are more worried about the dollar than the customer. If we wouldn't have been aggressively contacting this company, we probably still wouldn't have our carpet. Solution options should have been presented in the initial call advising of the product shortage, not just telling us they don't know what they can do!

Desired Settlement: Employ qualified personnel, and provide clear solutions when calling customers. We are still waiting for our blinds to be installed! We had already been told that price could not be adjusted but compensation would be ideal!

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and were able to discuss their concerns.  Customer did not make any requests. We appreciate the customer’s feedback and consider the matter handled.

4/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Placed an order for window treatements on the 8th of March and still have not received my order or had sufficient follow up about the order.

Desired Settlement: Either installation of the blinds that I ordered or return of the deposit that was give about a month ago today.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and come to terms on a monetary accommodation. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

******* ******

4/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Empire to replace carpeting in my home. The installer arrived and said he could do the bedrooms and hallway but could not do the stairs because he forgot his staple gun at home and he said he would come back Monday morning, which meant I had to take another day off of work. After the first day or work was completed and the installer had left I found that when cutting the carpet he had used the floorboards as backing and had left a slice mark through pretty much all of my baseboards. He also broke a number of small items including door stops and sliding door tracks. I took off that Monday so I could have the job finished, he called me at about 8:30 to tell me that his car had broken down and he would not be able to make it, obviously not fault of his. I called the main office to see if someone else could be sent out, they said they had to call the local office, which they did and left a message. It has now been over 24 hours and I have not heard anything from either the main office or local office.

Desired Settlement: There are two things I need done, first off I need the job completed. Secondly I need some sort of restitution for the damage done to the baseboards, either a full replacement of the boards, or a refund for poor instillation.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and they are seeking quotes from external contractors to conduct repairs on the damaged base boards. The customer has agreed to submit the quotes to Empire for review.  We appreciate the customer’s feedback and look forward to amicably resolving this matter.

4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 14,2016, the hardwood installers were suppose to install my floor.After they agreed to do the install,they required COD of $3,150.00.Afterwards, they proceeded to take the carpet up.Once they ripped up a 10 ft section of carpet,they realized they could not insall the hardwood because of the type of underlayment. [they should have noticed before tearing into my carpet].I called the company to cancel the installation that day and they assured me that my money would not be taken from my checking account.Two days later I looked into my balance and sure enough they took my money.Every time I call them, they tell me its being taken care of and would be prioriy but now two weeks later I havent been reimbursed.Meanwhile,my living room is missing a 10 ft section of carpet with staples poking out of the floor.I cannot hire anybody else to to finish my floor because they stole my money.My nerves are shot.They did not have the right.I want my money ASAP or I am ******!!!

Desired Settlement: I want my money refunded ASAP.

Business Response: We appreciate the customer contacting us regarding her concerns. We have confirmed with the customer that they have received their refund. Empire considers this matter resolved.

4/20/2016 Problems with Product/Service
4/20/2016 Problems with Product/Service
4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted Empire carpet to install carpet. Carpet was installed and was very poorly done and carpet was sub par over what was promised me. I had ordered carpet the previous year and I was promised I was getting the very same quality. Carpet had multiple snags and was so poorly installed all seams were visible. Sales rep was called to inspect; he agreed and said the carpet must be placed and asked me to go through Empire's protocal in called to have an inspection. I did. The man they sent out to do the inspection was the same man who installed the carpet. Highly unethical, I believe to have the very man who did the poor job write a complaint on himself. I took my own pictures as I didn't trust this process. When I was called to schedule the install, I was told I would need to pay something. I argued and said I would not, I've paid in full. They then told me they found the original carpet that I had wanted (the same I'd bought the year before). I was happy to get what I'd asked for. They came out, after carpet was pulled out and 1/2 way reinstalled, they stopped and sat down and had me talk to the main office where they argued that I needed to pay the difference between what I'd paid and the replacement carpet because it was a higher grade. By the time we were done, I'd heard several different reasons for why they thought I needed to pay. I had a copy of the installation warranty that guaranteed workmanship on the install. As far as a different carpet? They were putting down what they told me I initially paid for. Repeated follow up calls to the sales rep were not answered after the reinstall and the charge that doesn't belong to me. The reinstall was done beautifully...like it should have been done to start with. I've only used Empire for 25 years and this was the first time I had an issue but now the trust is broken, I found too many questionable, unethical practices and I will never use again. By the time all was resolved I had to take two days off work and move two room.

Desired Settlement: I've already disputed the bogus charge on my credit card. I want this swiftly resolved and I don't want to hear from Empire again. This has been incredibly stressful--both emotionally and physically. Now I have to worry about my credit information given to them. Their on-line installation warranty is incorrect and steps need to be taken so that a third-party is used to perform the inspection when a claim is called in. Not the very person the complaint was called on.

4/16/2016 Problems with Product/Service
4/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am trying to get information on exactly what *** flooring was installed in my house, as my insurance company needs to know so they can replace the product due to an issue with flooding from a water heater. Repeated calls to Empire, and they are unable to help me. The installer is telling them there is nothing he can help me with. I don't understand why nobody can give me a product number. When we had a warranty issue a few weeks ago, they were able to bring a box of the exact flooring to the house, so clearly someone knows how to find out what flooring was installed, but now that I need to know the information, nobody is willing to help me out. What horrible customer service!

Desired Settlement: I need the information requested

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and advised that the accommodations have been processed. We appreciate the customer’s feedback.

4/16/2016 Problems with Product/Service
4/16/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: March 8,2016 laminate floors were to be installed..It is now March 29,2016 and still have not finished floors..Have called 20 times and they do not call back....if they do they say someone will call and they don't. Have put down 3/4 of payment. Had problems making apts.. at beginning...cancelled 3 times..Have compensated me $400 but want my floors finished. Also have charged me for materials I did not use

Desired Settlement: finish my floors and compensate me for stress

Business Response: We appreciate the customer contacting us regarding her concerns. Empire will provide a monetary accommodation for the uninstalled base boards as well as repair the installed 1/4 rounds.  Empire has reached out to the customer and are awaiting a date from the customer to have the repair to be completed. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

*** *******

4/15/2016 Problems with Product/Service
4/14/2016 Problems with Product/Service
4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a carpet installed in two bedrooms and a staircase on Friday March 11. The bedrooms came out perfect the staircase did not. There is spacing in the corners and they left out the beginning molding and ending. I called them the following Saturday and put in a complaint, they said they would send an inspector out to see the problem. The same guy who installed it came out on Tuesday March 15 he wrote up a complaint form and said someone would call me within 24 hours. I had to call a number of times to finally get someone which they said the inspector said it was not a installation problem. Then they sent a second inspector out on Thursday March 17th and again wrote up a complaint form and I told to wait 24 hours for a call back which I never got. I called three times spoke to a supervisor which did nothing for me said the branch has to call me which they did not. I paid $1300.00 for the three installations. At this point I want the rug on the staircase ripped out and I want a refund for that service. I'm done waiting for Empire to get to a resolution, which at this point is not happening. I will use another reputable company.

Desired Settlement: Would like a partial refund for the staircase and their rug picked up. I'm going to another company.

Business Response: We appreciate the customer contacting us regarding her concerns. Empire contact Ms. ******* and she has requested to cease all future interaction with Empire Today and requested we do not enter her home to conduct repairs.  Empire considers the matter closed at this time.

4/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Empire Today has overcharged us for services and goods. After many attempts to resolve the issues Empire agrees that have overcharged, but the company has not corrected the issue. Please see a copy of the Email I sent to the company on April 3, 2016. I checked our Empire credit card balance this morning to see if your company has resolved the billing issues that you and my wife ***** verbally agreed upon last Wednesday, March 30. I was shocked to discover that not only has the incorrect billing of $3005.00 submitted on 3/21/2016 not been removed , but an additional $1750.00 was charged to the account on April 1. The $1750 amount is in no way indicative of agreements you made with *****. And the current balance of $4755 is nearly twice the $2443.00 you agreed upon. Let me restate that the total agreed upon charge for Empire's is $2443.00.

Desired Settlement: I expect the $4755 charged to my credit card be removed and that the correct agreed upon charge of $2443.00 be posted to the card.

Business Response: We appreciate the customer contacting us regarding her concerns. Empire posted the due credits to the customer's finance account. Empire considers this matter resolved at this time.

4/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased and had installed a laminate floor at the cost of almost $7000. Shortly after the floor was installed I noticed that the laminate in section was splitting or separating from other sections. This is now happening at several spots on my floor. Now let me reinforce that I was told that this was one of the highest quality floors that they install, with all the bells and whistles. I contacted my sales rep who old me, and I have the texts, that he contacted the manager and my complaints were being handled. It has been weeks.. I finally called the main customer service line and was told they had no record of any service request outside of an issue that had already been resolved. NOT one note in my record that the floor is separating and a solution is being handled.

Desired Settlement: I want the floor to be fixed or replaced. If they are unable to fix the floor and a different floor has to be placed I expect that a credit will be issued for the floor.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and have agreed to have a certified inspection conducted of the installed flooring. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I will wait to see how the company chooses to handle the inspector's results and the impact it has had on my life, including days that I have to take off for the inspection and for the reinstallation of my floor. I do not consider this resolved at this time.

Sincerely,

***** ******

4/9/2016 Problems with Product/Service
4/9/2016 Problems with Product/Service
4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We paid in full (cash) to get floors installed. Installation was on time and they left without letting us check our floors. They damaged our fireplace tiles, forgot to put quarter round the flexible kind around our fireplace, put in a bad transition piece and we cant open our sliding glass door and also several chips and spots not glued down. They have scheduled 3 dates for repair on saturdays. We have waited home 3 saturdays in a row from 8am to 6pm and no one came. We feel they took our money and wont come back. Every time we call they give us a run around and excuse. We just want our floors fixed so we can actually get settled into our new home.

Business Response: We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and all repairs have been completed to the laminate flooring.  The tiles to repair the fireplace have yet to be located to make the necessary repairs.  Empire is in conversations with the customer on how to progress with the resolution of the fireplace damage.  The flex molding requested to be installed around the fireplace cannot be addressed until the fireplace situation is resolved to the customer's satisfaction.

4/7/2016 Problems with Product/Service
4/6/2016 Problems with Product/Service | Complaint Details Unavailable
4/6/2016 Problems with Product/Service
4/5/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We have tried to have our floors installed and after many months attempt we finally had them finished January 10, 2016 (the process started November 30th an we went months with concrete). We have mismatched transition strips which we have been told would be corrected and lately with the smallest amount of sun coming in our back window on about a 70 degree day the floors buckle in multiple spots. We have made three calls over the last two weeks to the 888 number without a single return call. This has been the case with ever issue we have had. We would like the warranty service to mean something and to be able to have this issue corrected. I have never been in any house where the floor lifts in multiple spots from average weather. In Sacramento in February the weather is very mild. In June, July and August, it will reach much higher temperatures. These floors need fixed. The installation is clearly an issue and we need to be contacted.

Desired Settlement: Ideally Empire will correct the problem and issue a "consideration" of compensation for all the trouble we have gone through. We have taken multiple days off work for their "3 day" install, which turned into weeks of time off with often no one even showing up or calling, just stating they were coming out "sometime" on such and such a date. Our transitions still don't match and the work is sub par. The situation has left me very depressed as the home should be a sanctuary and mine is anything but one. Buying these floors has been the hands down worst purchase of my life. Now for them to bubble up under mild weather, I just cry most days. Its criminal. the summer months will be much worse and they need to be fixed.

Business Response:

We appreciate the customers contacting us regarding their concerns. We have spoken with the customer and scheduled an inspection for March 19, 2016 to determine what repairs are needed. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:


Complaint: ********

I am rejecting this response because:

They have for the second time been unable to keep their appointment.  The first time they did not bother to call to say that they were unable to keep the appointment and we lost a day of work, this time we called after waiting several hours to be told again we were bumped from the schedule.  This is the same experience as when we were having the floors installed.  At this point we do not believe there is any intent to honor the warranty and they have no respect for our time or good faith efforts to be available for them.

Sincerely,

******** And **** *****

Business Response:

We regret the missed inspection appointment and any inconvenience that occurred as a result. We have been in contact with the customer and rescheduled the inspection for March 26, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

4/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted Empire Today LLC to install laminate flooring and replace the baseboards in our living room and then install carpeting throughout the rest of the house. The installers only installed 3/4 of the baseboards and quit and the laminate flooring has major scratches in it plus there are places where there is glue splatter on top of the new flooring. I filled a complaint with Empire Today LLC and I also opened a dispute with the financing company. The financing company has sent the complaint to Empire Today LLC with no return communications. I was contacted by a representative from Empire Today on 3/3/2016 she apologised for the problems and scheduled for a installer to come to my house on 3/8/2016 to repair and finish the incomplete and BAD job. The installers showed up without the products to complete the job or repair the defective/scratched/damaged laminate flooring. All they did was take pictures and they apologized for all the BAD issues and incomplete contracted job. My flooring contracted job is still incomplete since JANUARY 22 2016 - March 03 2016.

Desired Settlement: REFUND the $1345.00 deposit and CANCEL the contract for the VERY BAD and INCOMPLETE CONTRACTED JOB!

Business Response:

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered a refund of the laminate order with a signed agreement. The customer accepted this offer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

4/2/2016 Problems with Product/Service | Complaint Details Unavailable
4/1/2016 Problems with Product/Service | Complaint Details Unavailable
4/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I spent $4500 on high end top padding carpet last year it has since faded the edges are coming up the seems are showing and it Has balled up. They sent a inspector out who even agreed at the time that it had all these issues. Then empire tells me it's wear and tear and that they won't fix the problem. It's not even a year old! We have done all the proper maintenance for the carpet have it professionally cleaned. I didn't spend that much money to have to go to a different company a year later!

Desired Settlement: I would like for them to come and replace the carpet. And fix the edges.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and advised we will have an inspection conducted by an independent, third party inspection company. The inspection is scheduled for April 2, 2016. Once the inspection report is completed and submitted to us, we will follow up with the customer to discuss the results and possible solutions. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

4/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we were told the job for doing over 1200 square feet would take 3-4 days and it day 9 not even close to being complete. One worker for such a large job the first day pulled up our flooring and left it in our home over night causing our home to smell from the bad carpet which is why we are getting tile. Day 2 worker takes out the pulled up flooring and says he has to go to another job and no tile was laid. Day three two workers show up and being to lay tile and mix cement in my living causing it to splatter on my wall and didn't lay any covering down on the floor any where and cement got on my back yard floor as well. No tarp was laid down as we were told this would happen from our sales rep to TRY and help with the dust factor. My daughter who is two began to have hives for several day and still continues to get them. We believe this is from all the dust and also we haven't turned on the heater to avoid her awful coughing that is occurring. The tile that was ordered and laid is two different shades of tile, our fridge was in the middle of our kitchen for 2 days and my toilet has been in the bathtub for 4 days which is where is bathe my children. We requested which is in the contract to have the toilet hauled away so they could install the new one. Washer and dryer in the middle of my living room for 3 days and vinyl was not pulled up in laundry room before the tile was laid. The tile is not evenly separated and cuts are sloppy. I have escalated this to customer service and received NO call back so I called again spoke with a installation manager who stated he will look into this and call me in the morning. It is the next day almost five pm and I still have NOT received a call back. new workers 2 We have been forced to eat out or go to my mothers for dinner every night and my fiancée has not been able to go to work for three days because someone needs to be home to complete the job. they don't know where to put the base board because it was not marked when removed.

Desired Settlement: we want the matter to be escalated to the offices of the CEO, for the job to be completed immediately, concrete mess to be cleaned off my wall and out of my back yard patio. We will also request new base board in stead of money off the job.

Business Response:

We appreciate the customer contacting us regarding her concerns. The installation and repairs were completed on March 19, 2016. We also offered the customer a partial discount for customer satisfaction. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

3/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Basement carpet was installed and as per contract subfloor was to be repaired/replaced .Existing tile was removed and plywood was placed that left the carpet buckling and uneven. There are hills and waves in the carpet. I was told by Empire I needed to hire private contractor at my own cost and replace carpet. I spent $5,000.00 for 3 rooms and the job that was done was unsatisfactory and unsafe.

Desired Settlement: The have the responsibility to fix the subfloor as promised and install the carpet correctly.

Business Response:

We appreciate the customer’s feedback, and have been in contact with the customer. We did not do any subfloor work, and understand the subfloor to have been damaged prior to the carpet installation.

For customer satisfaction and goodwill, have offered a partial discount on the carpet order, or replacement of the carpet once the customer has had the subfloor repaired at their own expense. We look forward to an amicable resolution to this matter.

Consumer Response:
Complaint: ********

I am rejecting this response because:I have lost faith and trust in Empire Today and no longer want them in my residence. If I had been told prior to installation carpet was not a good fit in a basement, I would have chosen another type of flooring (I.e. Laminate or hard wood). I do not want partial payment but a full refund of the basement carpet since it will be deemed useless once it's ripped up to replace the subfloor. Carpet is no longer an option,  therefore I do not seek Empire to install more carpet at no cost. 

Sincerely,

***** ************

3/31/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I looked on the Empires web site and arranged for someone to come out and give me an estimate to do carpet my small study. A fellow came out and after measuring it said there was a minimum charge of $500. I said I was not aware that there was such a minimum charge, it was not stated on Empire's Web Site, nor was I informed of that by anyone at Empire I spoke to over the phone (nor is it in their TV ads). I told the fellow I was not interested. Then the next day I was sent an e-mail saying they would give me a special price. I contacted them back and they then said I was not eligible, I asked to speak to someone in authority and after speaking to about 5 people over a course of an hour I got no where. I was told that what Empire did was not illegal and so I should not complain.

Desired Settlement: Contact by senior Empire official. An apology and a promise to change their business practices.

Business Response:

We appreciate the customer contacting us regarding his concerns. We have been attempting to reach the customer via telephone and email to discuss his concerns with pricing and the sales appointment, but we have not been able to speak with him. We look forward to hearing back from the customer and amicably resolving this matter.     

3/31/2016 Problems with Product/Service
3/30/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: - My flooring was installed on January 30 & 31 which was a two day job that the salesperson told us would only take one. - The contractors failed to install a transition piece from the LVP to the tile in my bathroom - After multiple calls with the 800-******** operators a different contractor came out on 2/13/16 and stated that the transition piece from the LVP to the tile could not be installed due to the flooring not being installed correctly. -He also noted other issues with the installation to include: 1. Planks are not set in correctly 2. Planks move up and down when walking on them 3. Nail heads are exposed 4. Nails are bent into the wood 5. Quarter rounds are not attached to the floor correctly (gaps) 6. Quarter rounds are the wrong color 7. Caulk on the floor - The repair contractor recommend we contact Empire today and have them remove the current installed floor and redo the floor to ensure it is installed correctly. He also stated that he would make the same suggestion to empire today. - After repeated calls we were told by 800- ******** operators that an installation manager from the Orlando office was supposed to come and inspect the work - The Installation manager was supposed to come on 2/20/2016 but never showed up after we were told he would be there between 4-430. - We have been charged for this work and it is not complete.

Desired Settlement: 1. The installation manager needs to come out and inspect the work 2. Empire today needs to fix the repairs that were suggested to us by the repair contractor. 3. We should not be charge until the work is done correctly

Business Response:

We appreciate the customer contacting us regarding his concerns. We conducted an inspection on February 29, 2016, and we will be following up with the customer to schedule the repairs at his convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
Complaint: ********

I am rejecting this response because: my floor is not fixed

Sincerely,

*** ****

Business Response: We have reached out to the customer and left a message to schedule the necessary repairs. We look forward to hearing back from the customer and amicably resolving this matter.

3/29/2016 Problems with Product/Service
3/29/2016 Problems with Product/Service
3/29/2016 Problems with Product/Service
3/29/2016 Billing/Collection Issues | Complaint Details Unavailable
3/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Empire representatives came to my dwelling on Tuesday, February 23, 2016 to fulfill an appointment to install carpeting in an area of my townhouse. Shortly after getting started (and ensuring that my check had funds) they immediately halted the job claiming that they found bed bugs under the only furnished room. They showed me where the problem was and I agreed to call an exterminator and re-schedule the job for a future date. I emphasized that since no work was done that I wanted assurance that the $1858.00 funds for the check I'd written to them would not be deposited or any monies withdrawn from my bank account. They assured me the check would remain un-cashed until the job was completed at a future date. Well, they not only cashed the check, but have not refunded the $1858.00. After multiple calls and answering the same questions, I have to yet see a credit to my checking account. They promised a call within two hours on 2/25/2016 and never heard back. They asked me to call back on Saturday morning, 2/26/2016

Desired Settlement: I would like an immediate refund of the $1858.00 withdrawn from my bank account.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have left the customer a message advising that the refund has been processed and that she will receive the refund check in the mail. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Business Response:

We spoke with the customer and agreed upon an additional discount. The installation was completed on March 23, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

*** *********

3/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/15/16, I met with a sales representative and paid $1650 for carpet and tile installation at **** Fallmonte Ct., *****, FL 34761. The carpet was scheduled to be installed on 2/18/16 and the tile was scheduled to be installed in my 2 upstairs bathrooms on 2/23/16. On 2/18/16, during the carpet installation, the installers broke the chandelier in the foyer of my home and damaged the tracking to the bi-fold doors in the upstairs hallway. My tenant informed me immediately of this damage. I informed a customer service representative named ***** ***** and she obtained pictures of the damage from me. She then asked me to forward a quote for the replacement of the chandelier. I sent her the quote which I obtained from my Electrician on Saturday, 2/20/16. I also emailed Ms. ***** pictures of the damaged tracking on Sunday, 2/21/16. When the carpet installers left my home on 2/18/16, the job was not finished (they had not completed the stairs). The installers told my Tenant they would be back the next day. A different group of installers came on Monday, 2/22/16 and finished the carpet installation. I attempted to call and email Ms. ***** on 2/22/16 and 2/23/16. On both the 22nd and 23rd, I spoke with other representatives with the company and they stated that they were making notes in the computer regarding my attempts to contact Ms. *****. It wasn't until Wednesday, 2/24/16, after I sent an email threatening legal action that I received a phone call from an administrator with Empire Today. I explained my frustrations and the lack of professionalism and poor communication on behalf of the representatives and installers. I was told that all of my concerns would be dealt with. On Friday, 2/26/16 I received a call from a different representative who told me someone would fix the tracking on Saturday (they didn't come until Monday). She also told me the tile would be installed on Tuesday, 3/1/16 (when the guy came on Tuesday, he didn't have all of the suppl

Desired Settlement: -I cancelled the tile installation and I am still waiting for the $500 to be credited to my card. -I am still waiting for the $415 to be credited to my card for the price of a new chandelier with the installation charge. -A lot of time and effort has been spent on my end to contacting this company daily (sitting on hold for 15-20min at a time. -My tenant was inconvenienced tremendously because what was initially a 2 day job, turned into 5 days of people coming to the house (and the job was never finished). So, in an effort to compensate my tenant for his time, I took $100 off his rent.

Business Response:

We appreciate the customer contacting us regarding his concerns. Per the customer’s request, the ceramic order has been cancelled, and the refund of the deposit has been issued back to his credit card. Additionally, we have credited the customer as reimbursement for the chandelier. It can take up to three to five business days for the credit to reflect back on the customer’s card. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

3/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hired Empire to do my flooring (Laminate & Carpet) first of all they cancelled appointment several times took time of work to be home. Had to pay in advance - Installers to do the Laminate collected full amount and then they told me they can't do the stairs. After calling Empire??? how many times when they will finish the job they finally send another crew. They told me that they can't do the stairs because the way they are build and advised to do carpet. First crew knew but did not tell me otherwise they would have finished the job. I changed my order to carpet which was less expensive. Empire promised they will send me a check amounting of U$ 1,500.00 have not seen the money yet. We are talking a month+ since installation

Desired Settlement: I'd like to have my money back ASAP

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and confirmed that she has received the refund check. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

**** *****

3/25/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had a new floor installed in my kitchen on December 23rd of 2015. A few weeks later areas of the floor started giving away and then a big hump appeared in the middle of the floor. Called Empire Today to make them aware of the issue and for them to fix it. It took over a month to get anyone to call me back. After about a month *** **** contacted via telephone and email and we setup an appointment for her boss to come and look at our floor. The gentlemen came out and confirmed that there was indeed issues with our brand new floor and then had a third party come out a do a for inspection to see what was the cause of the floor giving away and of the hump. The report came back and was provided to me stating that it was due to poor installation. I then have several emails from *** Lutz, who is the customer service specialist, informing me that they would be sending a crew out to fix my floor. I have yet to have any one come out from Empire to fix my floor and I have been dealing with this for over two months now. Every appointment I a make with them, in which either my wife or myself have to take off work, no one shows up and when I call the customer service number I am always told that there is no manager available to speak. At this point I just want a refund of the $2500 I spent on the floor so I can go else to have my floor done right.

Desired Settlement: Refund of my $2500 it cost me for the installation and the floor.

Business Response:

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and agreed upon a refund with a signed agreement. We have received the signed agreement from the customer, and the refund will be processed back to his credit card. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

3/25/2016 Delivery Issues
3/25/2016 Problems with Product/Service
3/25/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Had laminate installed. The seems started popping up after a week, too many to just replace a couple of bad pieces. Have been calling customer service repeatedly since Feb. 16th. The most we have got is the original installer came out and took pictures and checked the moisture level snd said he didn't understand why they were popping up. He told us someone named Dinah will get a hold of us, that was a week and 2 phone calls to customer service ago. We want the laminate replaced or our money back.

Desired Settlement: Replace laminate or refund our money.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered to replace under warranty. The customer accepted this offer, and the replacement will be scheduled at her convenience. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

3/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In September, 2015, we contracted with Empire Today in Albany, NY, to install carpet, laminate, and ceramic tile in three separate areas of our home. The work was scheduled to begin in mid-October, and they told us the entire installation would take about a week. Instead, the work took over three weeks, and was not completed satisfactorily. There was a five inch gap between the laminate and ceramic tile that the installer simply refused to fix. Some of the cuts and areas around baseboards were done badly, and had large gaps. It just looked shoddy and unprofessional. Instead of three different crews, they sent one person, and my spouse had to assist him in moving the furniture. After three more months, the repairs were finally completed in February. During this time, we have had to take days off work in order to deal with this installation. All along, we have told them that we want compensation for the inordinate delays and various problems encountered. We are pleased that the repairs were finally completed, but we should not still be having to deal with this five months after the work was started. They have consistently put us off about any compensation, and have not responded to our most recent communication, sent over two weeks ago. We are tired of being put off, and we are sure they are just hoping we'll go away. We will not. This company is not treating us with respect. What has happened is just not acceptable.

Desired Settlement: Compensation for the fact that this took five months instead of five days, that we had to take numerous unplanned days off work, and that we've had the aggravation of having to deal with many different people along the way, many of whom tried to ***** the responsibility off on other people or other companies. We financed the work, and have been paying that, so we want either a check for $2000, or that amount of credit to the account. Given the aggravation factor, and the length of time this has taken, this seems fair.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered a partial discount with a signed agreement. The customer accepted this offer. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

3/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 1. We have a Certificate of Completion signed by the installer dated 07/30/2015 with amount $4643.00. We then paid a payment of $175 on 08/26/2015. The next month bill ( 09/02/2015) we called to confirm payoff amount and was told $4525.00 which we paid on 09/26/2015 and have a confirmation #********. We then received a call from ***** ***** 02/15/2016 that we have an over due amount of $1443. They advised us to Call Empire Today as they are the ones that put the charge on our account. I made a call on 02/16/2016 spoke with Rotana and was given a ticket # *********** and that some one would call me back within 48 hrs. NO phone call received. I called again 02/22/2016 spoke with ********* who told me ****** was assigned to this ticket, she left him a voice mail and he should call me back tomorrow as she could not help me it was just a call center I called, enough though the option was press 2 for customer service for a billing issue.. The only thing she could tell me was that a$1443 was charged to my account on 07/31/2015 . This is after the job was completed. Still NO phone call to date. I would like his taken off my account and a letter as this is having a negative impact on my credit. 2. I referred two people ( My Sisters) to empire and they told the salesman I referred them and the salesman said he would put it in so I could get a $100 gift card . (As they advertise and our salesman told us to refer people for the gift card) So I should have received 2 $100 gift cards. Their jobs were completed between Sept and Nov. 2015. Names ******* ****** in ******** MI and ***** *********** in ****** MI. I have called 3 times since Dec. 2015 and was told I would be receiving the gift cards within 14 days. NO Gift cards to date.

Desired Settlement: 1. Bill adjusted to $0 with a correction to credit report. 2. Receive 2 $100 gift cards

Business Response:

We appreciate the customer contacting us regarding her concerns. We have contacted the financing company, ***** *****, regarding the customer’s concerns with her open balance. Due to privacy laws, ***** ***** would not discuss the customer’s account with us, and they advised that the customer should contact them directly at 800.********.We appreciate the customer’s feedback and look forward to amicably resolving this matter.

3/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the initial meeting with an Empire Today representative/estimator, we discussed the existing squeaks in the floor and that we wanted them resolved during the flooring installation. We were told the squeaks would be resolved. When the crew arrived to install our hardwood floors, we discussed the squeak issue and was again told that the issue would be resolved. In addition, I completed a pre-work checklist, on which I documented that the squeaks would be resolved. I signed the checklist and returned it to the crew leader. The flooring installation project was to occur over two days. On day one, there were at least four installation workers, including the crew leader and another person with whom I discussed the squeaks. The remaining workers spoke little or no English. I have no problem with the flooring installed on day-one. On day-two, only two non-English speaking workers initially showed up. The crew leader and the other worker who demonstrated more experience with wood flooring installation, did not initially show up. The crew leader finally showed up at towards the end of the day. During a walk-through of the "finished project" with the crew leader, I pointed out a couple of issues. Both issues were in areas worked by the two unsupervised non-English speaking workers. One issue was a poorly installed threshold. After much discussion, the crew leader agreed to come back and rework the threshold. He and the other more experienced worker showed up the next day and re-installed a threshold. The second issue pointed out during the walk through related to squeaks in the flooring in two areas worked by the unsupervised workers on day-two. After making two subsequent visits to my house to investigate the flooring, Empire Today states they cannot repair the squeaks in the two areas. They now state that they do not guarantee no-squeak floors. However, they stated before the project that they would resolve the squeaks.

Desired Settlement: Repair the squeaking flooring in the two aforementioned areas worked on day-two.

Business Response:

We appreciate the customer contacting us regarding his concerns. The repairs were completed on March 17, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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,

**** ******

3/24/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In early December of last year, we had a representative come to our house to review the poor workmanship of carpet and laminate flooring that was installed earlier in the year which included carpet that is coming undone and laminate edging that was already coming off and panels that are lifting. He purposely removed additional laminate edging that he supposedly was going to replace and no one has yet to fix the laminate and carpet. We've had so called repairers come to evaluate but not fix, no shows and then promised that the two products would be replaced which has never taken place. Our calls are not being returned and when we ask to speak to a manager, were given the runaround. We have had to take time off from work to be home when they don't even bother to show up.

Desired Settlement: At this point, we just want some sort of refund for some other company to fix.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer, and we are scheduled to replace the laminate on March 18, 2016 and the carpet on March 21, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

3/23/2016 Problems with Product/Service
3/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Dec 30, 2015 Empire Today installed laminate flooring in my home. The whole experience was stressful and created a lot of inconveniences. It took me three days to clean all the dust they created in my house. The laminate floor squeaks and creaks badly, especially on the hall and master bedroom. The issue with the creaking and squeaking was detected at the very beginning of the job installation. According to the installer (******) professional opinion, the laminate is not of good quality and seemed to be bad. He also said that they were hard to install because they don't connect easily like better quality laminate. The installer informed ****** Whitfield, the customer service manager about the issue that same day and assured her that the sub flooring was leveled except on a small area in the hall. I paid Empire to level it. Ms. ********* gave him order to finish the job and then they would take care of any issues. I called Empire Today soon after they completed the job, and I reported the issue to the installation manager, ***** ******. Over a week later, she sent and inspector, ****, to assess the situation. He took video of the creaking and the squeaking sound, and told me that he will submit the report to the installation manager the next business day, January 11, 2016. The corporate office informed me that the installation manager submitted the report to them on January 12, 2016 and it will take 10 to 15 business days to get a response. As of today, passed19 business days since the report was submitted, I have not heard anything from Empire Today, neither from the local office nor the corporate office. I tried to call Ms. ****** numerous times to follow up, and I have left messages, but she almost never answers her phone or return my calls. Last time I called corporate office, they told me that they were unable to connect with her, and that they will leave her a message that I called.

Desired Settlement: I want Empire Today to refund me, with no hassle, the $2,500 I paid for the poor quality laminate, materials, and installation. I will not go through all the inconveniences, stressful, and time consuming experience I had with them again.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and offered a replacement. The customer selected a new style, and the replacement is scheduled for February 13, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Business Response: The refund has been processed, and we have advised the customer that it can take three to five business days for the refund to reflect back on her credit card. We appreciate the customer’s feedback and look forward to amicably resolving this matter

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. 

Empire statement is not accurate about the time frame to get my refund.  It took them 18 business days to finalize the transaction.

Thank you for your assistance.


Sincerely,

**** *****

3/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Please note that I am disputing a charge in the amount of $1,150.00 that was charged on January 11,2016. This is for tile work that was to be done by Empire Carpet / Flooring company. The work was initially done on January 8th. After inspecting the work, I promptly sent an email to my contact salesperson (copy attached) outlining the problems and the fact that my personal property was damaged and the work was not completed as it should have been. Amongst other things, the workers decided to empty my trash can and mix tile grout in it, which ruined it, and use my tub as a mixing bowl for grout, leaving it caked and dried in the tub when I came home. I also attached pictures of the problem areas. Two days goes by, no reply, so I forward that email again. At this point he has me placed in touch with a manager, ******* *****, to try to help on 1.19.2016. She schedules that they should be coming out on 1.26 to fix this. On 1.26 they never show up. As per my email I sent her, they were supposed to call before arriving but never did that so they arrived unannounced at the property, and no one was there (obviously since I was working and asked that they call ahead) and left. Empire did not call me, I was just left to figure this out and sort it out myself. At this point, I email my sales person to express my disappointment and no response. We did schedule again and they come out on 29th. Attached please find an email and picture that I sent. First of all, they only fixed half of the job. They fixed the bathroom and not the entryway. I asked that they call before finishing so I could come back from work to inspect it and that never happened. Secondly, they left the flooring with the nail side facing out in my young daughters room. Thankfully she did not run around the corner but why they A. did not dispose of the old flooring and B. Decided to leave the flooring on the corner of my daughter’s bedro

Desired Settlement: A full refund should be issued for property damages and the cost of my time to correct this. The negligence of this business and lack of customer service has been thoroughly documented.

Business Response:

We appreciate the customer contacting us regarding her concerns. We have been attempting to reach the customer to discuss her concerns, and we would like to offer to complete the necessary repairs, as well as provide an accommodation for customer satisfaction. We look forward to hearing back from the customer and amicably resolving this matter.

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

I received a call from ******** - ************ * **** regarding this compliant. I called her back and left her a msg indicating that I would like to speak with her however I work so please leave me a few times she is available on my voicemail.

She did call back - however did not provide any times and just asked me to return her call. I did again, and again, asked her to leave some times she is available so I can be free and never heard back. I called again and left another message and still no response.


Sincerely,

******** *****

Business Response:

We have spoken with the customer and scheduled repairs for March 18, 2016. For customer satisfaction, we also offered a partial refund, which the customer accepted. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

3/20/2016 Problems with Product/Service | Complaint Details Unavailable
3/18/2016 Problems with Product/Service
3/18/2016 Problems with Product/Service
3/18/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We had our entire home carpeted by Empire Today back in late November/early December of last year. The carpet and installation has a full warranty on it. In the master bedroom part of the carpet came up, leaving about a 6 inch line with no carpet on it. We called them and they had someone take a look at it. The gentleman said that he would see what could be done. He also said that he was concerned that the carpet could be defective. Empire got back to us as said that the carpet was not defective and that they would fix it. However, they refused to fix the carpet to the standard in which is was originally installed. They told us that they would replace the damaged part with a new square of carpet, which would create seams on all four sides. The carpet is Berber which is patterned and most definitely not sold in squares and is not designed to be cut in such a manner. This would not make for an acceptable solution, as this would be visible and create the likelihood of more issues related to what has already occurred. The gentleman Empire sent to originally look at the carpet damage specifically advised against that. He suggested that the carpet needs to be reinstalled from the nearest seam to prevent future problems and a mismatch part of the carpet due to the pattern. Empire said they would only replace it with a square with seams on all four sides, or that we could pay $400+ to have the whole room re-carpeted. Neither of those are acceptable. I did not pay $5,000 to have my home carpeted to have to pay over $400 to fix something. I also, based on their attitude so far, I'm very concerned that if they fix the carpet with a square, it will not look good and I will be stuck with something even worse that I already have. The warranty doesn't say they will do a patch fix on something. It should restore the carpet to an acceptable condition mimicking what it was once it was installed.

Desired Settlement: The entire room does NOT need to be re-carpeted. However, much like what was discussed with the gentleman who came and looked at the damage initially, it should be repaired from the nearest seam. Creating four seams is unacceptable and puts me in a situation where if I allow them to do that and I am dissatisfied, I will be forced to pay someone to re-carpet that entire room. That is simply unacceptable. I want the carpet repaired to the standard in which it was originally installed, and that is not with seams on four sides of a square.

Business Response:

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered a replacement with a signed agreement. The customer accepted this offer, and we are waiting to receive the signed agreement. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Consumer Response:
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, so long as they follow through with the agreed upon work.

Sincerely,

***** *******

3/18/2016 Problems with Product/Service
3/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Called Empire to install new hardwood floors, sales person talked us out of hardwood and into laminate and said how much better it was, which was installed in Nov 2015. Within a week floor was peeling and scratches are everywhere. We called their customer service center a week after install and were told someone would call back. No one did, finally sent an email and someone finally called in January 2016,