Complaints

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

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spend over ****** on a new floor and a 1 year an half later my floor is lifting on the dining room area. I have warranty and because it took a little longer time for me to get back to them while I was going thru radiation on my back to fight against a cancer. The told me they cant do anything. So they send an inspector that I pay *********************************************************************************************************** Mean while my 3 year old granddaughter and my 80 year old father have trip on the floor and felt. I just want some to fixed please.

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LVP Flooring installed in sunroom, living room, dining area, hall/closets between bedrooms and guest bath, guest bedroom/closet, sitting room/closet and primary bedroom, 1 1/14/2024. Empire contractor installer indicated that the underlay which was already in place, in the sunroom, dining area, living room, hall/closets between the bedrooms and bathroom was a better quality then what was being provided by Empire; therefore the Empire underlay was not laid in those areas. The contractor made note of this on the invoice notes and I also called Empire ***************** to make aware. ** indicated I would receive a credit/refund. No credit/refund received. Called CS 11/29/24 received ticket/incident number 1-7917263012 and informed manager would follow up in 24 business hours. No f/u. 12/6/24 Called CS, received incident ticket number 1-7945725146 again indicating manager would f/u within 24 business hours. No f/u. 12/12/2024 called and spoke with sales **** ***** ********, informed of issue as well regarding the large amount of glue left on the replaced corner round by the installers. He indicated that he would follow up about the refund as well get someone to come and clean the corner rounds because there is a warranty/guarantee in place. 1/8/25 called and left a message for Mr. ******** informing there has been no f/u from Empire regarding the credit/refund or glue clean up. As of today, 1/17/25 Empire has not address any of my concerns.

• Initial Complaint

  Date:08/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an estimate done with a Sales Person form Empire Flooring to have our floors done. The Sales person gave us an estimate of 10k to tear up existing floors and replacing with new Luxury Vinyl Planking Floors. The contractor came out to do the floors and refused to tear up the old floors. We Called the manager and they decided to patch the damaged floors and go over it with new floors. When they did that they did not properly fix the damage parts and then they put non breathable plastic down and went over it with the new flooring. Our house open underneath and within 1 1/2 months the plastic that they have used caused moisture to be locked in. The old wood floors are now buckling and there are bubbles under new flooring and more damage is being caused we are tripping as the floor is lifting and there could also be mold growing as we live in *****. We have called them repeatedly they did send out an inspector but have not made any attempts to repair or offer any resolutions. We keep calling as the floors keep getting worse. The company also requires half of the money up font and the other half the day of installation prior to even starting work. which they did not reduce the amount even thought they did not tear up old floors. My husband is disabled and we live on a fixed income. We had to have the floors done as we did have termite damage the year prior which was rectified by ORKIN right away. We have also had our foundation fixed early this year. I advise you of this so Empire cannot say that these could be the issue. We have had prior work inspected with no issues.

• Initial Complaint

  Date:08/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Empire contractors tore up the bottom of my kitchen cabinets. I was told Id be reimbursed. I never was. They came over to fix some things. They broke my table while doing so. They removed my stair ******** to install floors then installed it incorrectly so its wobbling, not screwed down properly ( some r missing looks like junk, looked nice before). This leaves us with an unsafe ******** against code. This is a complaint on top of several other complaints.Empires customer service is horrible they told me I never tried calling before or getting in touch with them, when in fact I called several times and that is proof on how empires customer service has failed me. The all around experience with empire was painful and is still ongoing.

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 13 2024 empire flooring came to install a floating hard wood floor in my living room. The installation hit a problem when they alerted me that they can not finish the job because they do not have the molding material to finish the job. I waited as they ask me to for them to contact me. On June 3 at 6 am empire called to let me know they would be at my house in 2 hours. The whole day went by with time wasted and errands on hold so that I dont miss the appointment yet they never came and never called to let me know no one was coming, now I decided I should call them to keep track. I called June 6 to which I spoke to the service manager ***** who does nothing but give the run around, meaning I received the number to the installer who tells a story of receiving the wrong molding while ***** states shes told him to go buy the right molding. So which is it? I get a phone call again at 7am on June 10 that in 2 hours someone will be coming to install the molding, no call no show. I called empire and the story this time was someone canceled the appointment, when I said it was not on my end they were very confused and ***** is no where to be found. On June 11 I called and this time no one answers the phone at all. This company is the worst and time and days wasted I would like people to know not to use them but more than that it would be nice for some type of refund, half off, free item or maybe even an apology. Something. Ive been offered nothing for there error. This was a $3000 install. What am I paying for. They tell me I can go to ********** to get the molding and they will tell me which one, if thats the case what money will be returned but no one can answer that question. I did not do that because I paid for a service. This company is ridiculous and getting a lawyer for something like this seems like a waste of money but may be worth it in the long run to get something in return for there incompetence.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had entire downstairs flooring installed (luxury vinyl plank floor type) on May 26, 2023. Was told there was moisture in my kitchen and was required to pay an additional $250 upfront which I was unaware of during my estimate, so I did and they placed a plastic lining down in the kitchen area and then proceeded to lay the floor down. Less than a year later, the floor is lifting in multiple areas, and in the kitchen the area is so bad I have to keep something over the floor because it is that bad.I am currently disabled due to a broken leg so I have to get around either on crutches or a knee scooter. I called Empire floors to report the poor quality of floor because I did get the 5 year warranty on the flooring. Had someone come out for an "assessment" on 02/01/24 and I have followed up and I was told by one of the managers that they will have customer service reach out to me with their decision to the problem & have yet to hear back.Being in the disabled condition I am in right now, It is a hazard for me to even get around my own house because of the floor lifting.

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Empire flooring - ******** location installed hard wood floors in part of pur house and after significant gap was noted between the planks we have been asking for a resolution for 2 1/2 years. First no response then they told is we were using incorrect cleaners and now it is humidity in our house is incorrect. We have hardwood floors in other areas for 14 years with no issues

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The flooring that was installed has multiple issues. Unlevel flooring throughout, floor A/C vents do not fit properly due to hole being cut too large, peeling quarter round throughout, glue residue on floor from installation, gaps in flooring along kitchen walls, incomplete installation on stairs that I personally have repaired. I contacted the warranty company to file a request for repair to the flooring, sent pictures of the issues, and they sent the installer and inspector to my home to assess the flooring. I received an email stating that the issue was due to moisture and I needed to contact a contractor for repair at my cost. When I responded to question the decision, I was told to call a contractor. We purchased the warranty to ensure our flooring would be protected from any issues. The salesman stated that pet damage is covered as well and included a printout of the coverage. The warranty company will not cover anything at all, nor will they communicate with me.

• Initial Complaint

  Date:10/05/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gaps in flooring should be no gaps dirt traps not happy about the Way that the dirt stays in should be like that last picture tight and no gaps please advise thanks

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2020 and 2021 I had flooring placed in my home. In 2022 the flooring in the kitchen had to be replaced (free of charge) per The empire installer it was being replaced because the material is cheap! Fast forward to 2023 same exact issue, but now they want to say its due to water damage. Thats an untrue statement as I have no water damage to my flooring and the inspector said so also. There was never even water inspection done. The inspector tried to pull the floor to check the flooring underneath but its still very much so intact. Water damage would have caused the entire tile to lift. Instead its only lifting at the seams as if it wasnt locked correctly. Also when the repair for the kitchen was done in 2022 I noticed after they left that they cracked some of the living room flooring when they removed the kitchen floor. Long story short. I have had 3 bedrooms a hallway, kitchen and laundry room done and the quality is less than poor and empire chooses not to do anything about it. Instead they make up false stories about water damage to prevent from fixing things. I understand that Im outside of the warranty but the work was sub par from day one thats why they fixed it for free the first time. If empire is not willing to fix my flooring for free I would like to have my money back and go somewhere else. *** asked the company for corporate office number and no one seems to know so Im forced to write a BBB complaint. I wish I had checked the BBB rating prior to my installation because I would not have chosen Empire.