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Business Profile

New Carpets

Empire Floors

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Carpets.

Complaints

This profile includes complaints for Empire Floors's headquarters and its corporate-owned locations. To view all corporate locations, see

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Empire Floors has 3 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The floor is bucketing after 4 years and its peeling in corners .they say could be water damage but that didn't happen it's damp mopped . They won't replace or do anything unless I want to pay for it. I shouldn't have to replace flooring after 4 years

      Business Response

      Date: 02/24/2025

      NOT OUR COMPANY

      This complaint takes place in ************, *********

      Please note we are a hardwood company in **********, ***********

      The customer has not submitted her bill but it needs to be presented.   A possibility is that this customer used ********************** Today, a national company.

      The customer needs to contact the proper company they have done business with.

      Please remove this complaint from our company.

      Thank you

    • Initial Complaint

      Date:09/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid for laminated floors for my living & family room area in 2020. In 2021 i started having issues with the floor buckling up, cracking and peeling. I work a great deal and began contact Empire Floors and spoke with ***** ****** from August 2020 through July 2023. I have emails in which he was going charge me a fee for a contractor to assess the situation. He did waive it, but nothing was done. My last email to him was last August 2023 in which i dropped the ball because I was caring for my ************ that eventually passed away from ovarian cancer. I will not start the process over again such as e-mails. I explained to him that I would contact the BBB if we could not get this resolved. Customers should not have to pay so much money to endure all this frustration. I have included pictures of my issues. I have done my best to work it out with Empire Floors. I'm done!

      Business Response

      Date: 09/23/2024

      NOT OUR BUSINESS!

      Please remove this complaint from our business immediately.

      We are Empire Floors a small company in **********, *** 

      We ask that the customer filing this complaint, please look at their contract and file a complaint against the correct company. 

      We believe the company they are complaining about may be "Empire Today" out of ********  

      Please remove this complaint to clear our name against the false complaint as soon as possible.

      Thank you,

      *******

      Empire Floors **************

    • Initial Complaint

      Date:08/20/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 business is Empire Today.

      Sincerely,

      ********************* After waiting I called again on 8/14 when I did not hear anything and the person agreed to take the case and I was given the number ************. I have not heard anything back from them. I gave a ****** review of the company on its website and was promised a telephone call from someone. I received a call on 8/19 and was given a number; however, it was the general company number where I left another message. All we want is to receive the services for which we paid that the company promised.

      Business Response

      Date: 08/22/2024

      THIS IS NOT OUR COMPANY.

      We are a small flooring company in **********, Ca.

      We do not offer any service plans.

      The customer has made several contacts with who they contracted with so we do not know why this letter came to us.

      The customer most likely dealt with ********************** TODAY not us.

      The customers area code is ******* Ga, why would they file a report on a company in **********?

      Please correct this error as soon as possible.

      Thank you.

    • Initial Complaint

      Date:10/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      July of 2022 empire flooring installed vinyl flooring in my kitchen and living room. We paid for a 5 year warranty on accidental insurance. I called numerous times to get my flooring repaired. I have been calling since July. And still no resolution. They have refused to send anyone out to access the repairs. They have not returned my phone calls. The kitchen *********** to be repaired or replaced. It's lifting, buckling, pieces are breaking off.

      Business Response

      Date: 11/03/2023

      November 3, 2023  SECOND RESPONSE to Complaint ID: ********

      Hello,

      This complaint is in error.  

      This complaint is from ********. 

      We are a small firm in **********, **********.

      The consumer had Vinyl installed.  We do not install Vinyl, we are a Hardwood Floor company.

      We believe the consumer may be a customer of ********************** Today a nationwide company.

      The consumer should check their contract for proper contact information.

      This is our 2nd response to this issue.  Please correct and remove this derrogatory complaint from our company

    Empire Floors is NOT a BBB Accredited Business.

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