ComplaintsforEmpire Today, LLC

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June i had Empire Today come out to do a measurement and provide financing options. They gave me an amount for the work as well as applied for financing for it and provided me with a monthly payment. They had the amount of purchase, the interest rate, and the term for the promotion they were running at the time. This is the same information ***** Fargo was using to calculate everything. I was told $55.00 a month. I was also told if at any time I wanted to put money down on it, it would lower my payments. When I got my first bill from ***** Fargo, the monthly payments were $86.00 and **************** says putting money down will do nothing for the monthly payments. i was lied to all around. I called and spoke to a manager with Empire Today and she said there was nothing she could do but to educate the employee who had come out. I tried to contact the salesman, ***** and he has never responded to me. She also made the comment that they got paid from ***** Fargo so it's between me and the bank. I filed a dispute with the bank and they told me I had to call Empire Today and see about being put into another promotion that would extend the timeframe to lower the payments. If they agree then ***** Fargo can change the account. I called ********************** again and spoke to a manager who basically told me to bad they aren't doing anything and that I had to contact ***** Fargo. They are misrepresenting and falsely proving information to get business and then after it's done they don't care what happens. They lied all the way through. Now I am left with something I can not afford. I specifically told the salesman ***** that I needed low payments and he lied to my face. I have a handicapped child at home and I told him I was on a budget. No one whats to take responsibility or make things right. Empire wouldn't even acknowledge another promotion that was suggested by the ***** fargo.

  

  Business response

  07/31/2024

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the customer and advised that ********************** has no control over the final monthly payments, which is determined by the financing entity used.  During our in home sales appointment, we provide an estimated monthly payment but the final amount of the monthly payment is determined by the financing entity.  Our contract specifically states that if the customer finances the work by **********************, the separately provided financing documents will include the number of monthly payments and the amount of each payment, including financing charge. 

  Amount of deposit paid directly to Empire as well as the amount financed of the contracted total can directly impact the monthly payments by a third party lender and all terms and conditions are agreed upon by the customer and third party financing.

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

  Customer response

  08/09/2024

   
  Complaint: 22066966
  
  I am rejecting this response because: I have spoken to ***** Fargo and they stated that Empre has the same information the bank would have including the financed amount, interest rate and timeframe. It may change a bit but not from the quoted ***** to the ***** it is. I was also advised by a supervisor at **************** that I could call Empire and ask for a different promotion extending the term to lower the payment and once they do that then ***** Fargo could change the terms and payment. I called Empire back and the person who I spoke to was nasty, disrespectful and argumenative. He wouldnt even talk to me about it. Gave me enough of his time to tell me " you were told to contact ****************. We cant do anything." I asked to speak to the same supervisor I had spoken to previously and he refused. As stated by the previous supervisor, they got paid from ***** ***** so now it's my problem. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/09/2024

  Empire only has two plans to offer consumers: 12-month interest free with a *****% APR if not paid in full or a 48-month fixed APR of 11.99%. These are the plans that ***** Fargo allows us to offer on their behalf.

  The customer is already on the ******** plan and to change it to the 12-month would cause the monthly payment to increase as well as increasing the risk for a higher interest rate if the balance is not paid off within the timeframe.

  There is nothing further Empire can do as these two options are the only ones available from ***** Fargo that we can provide to our consumers.

  Customer response

  08/10/2024

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 22, 2024 met with a saleswoman from Empire at my location. I picked out laminate flooring and carpet for a couple of rooms. A deposit was given at the time by credit card. All business was conducted on a tablet and I was emailed the 12 page copy. At no time during our discussion and sale did the salesperson explain to me that the cancellation policy was 3 days.On July ****************************************************** to do if I needed any assistance. I told her that I needed to place a hold on the order and I would let her know if and when I wished to proceed. During this text conversation she suggested we push the install into the next week. Again she did not inform me that there is a 3 day cancellation policy. I told her again that I needed to place a hold until she heard back from me. The issue for us was a change in a family member moving in. Due to their animals and sloppy housekeeping we decided replacing flooring did not make sense,On July 24 I was told I couldn't hold orders but I could reschedule.. She added she applied coupons that if she cancelled I would miss out on and I could reschedule as many times as I desired. Again no mention of a cancellation time period or exorbitant cost if I did cancel, (25% of total)July 28 I messaged the sales person to cancel the entire order. she referred me to ************. July 29 spoke to several supervisors who attempted to talk me into changing my order to 1 room. I explained the saleswoman never mentioned a cancellation policy. I explained our unique situation and asked them to help me out. The supervisors I spoke with were not helpful, I told them I believed they had shady business practices in not fully disclosing information on canceling when speaking with customers. I would appreciate your assistance in getting a refund

  

  Business response

  07/31/2024

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

  Per the customers request, the order has been canceled.

  The customer has been refunded the full amount of the deposit to the original payment method.

  Customer response

  07/31/2024

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approx. 18n months ago, had flooring installed by Empire. The job was never completed to my satisifaction. Empire had another installer come out, however saw a problem with the floor seperating and pulling apart, Empire sent another installer to fix the areas where the areas were faulty. ***** the second technition, noticed many more areas where there were problems. He told me the flooring was sub-par and this happens all the time, and the entire floor would need to be reinstalled. Empire then sent an actual worker, not a sub contractor to evaluate the floor. When we were told of the sealed floors were damaged by us the homeowners, by using the spray mop, and the risers on the couches were causing the damage. We never saw damage under the couches, and don't pull the couches in the kitchen.

  

  Business response

  08/02/2024

  We appreciate the customer contacting us regarding their concerns.

  We have performed three assessments which show site related issues.

  The customer disagrees and is pursuing an independent third party inspection which we will consider if it differs.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worst Flooring Company ever. Empire Today installed a floor and rug in my living room & dining room. I contacted them in a few months regarding the rug in my dining room the rug was shredding. When Vacuuming my rug initially, I noticed this. The rug ended up needing to be repaired. This was within three months. They came to the house to repair the rug. They noticed I had a dog and tried to blame this on dog I paid top price/the rug is cheap. They repaired it but same problem occurred later in different spots of the rug. The biggest problem I have is with the hardwood floor (and not happy with the rug either) I paid over $4,200.82, to have this floor leveled and put the hardwood floor down and a rug. Shortly, I noticed the boards were pulling apart causing a gap in the boards. I contacted them many times. They did send me a email site to send photos which I did and nothing happened. I literally contacted them in early 2023 about the problem with the hardwood floor (and immediately for the rug damage - 2022). I finally received a call from ******************* at Empire today. She called with a Bad Attitude. It is clear they don't like handling disputes. Finally, I had a hardwood floor put down in my kitchen around the same time. I offered ******************* at Empire Today, if I could send her photos of my kitchen hardwood floor and she Freaked Out, MAD! I only paid $1700.00 for that floor and I paid over $4,000.00 to Empire today FOR NOTHING! The Kitchen floor which I paid only $1700.00 is Beautiful! Funny my dog didn't damage that floor!They are blaming my dog for my hardwood floor problem and they blamed my dog for my rug problem. My Dog is Innocent and did not cause any damage to my flooring from Empire Today. THE WORK THEY DO IS CHEAP AND HORRIBLE. Sad that I ever dealt with this company. They have no respect for their customers.

  

  Business response

  08/02/2024

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.

  The customers installation was completed May 11, 2022

  A billable assessment was offered to the customer and they may schedule when ready to move forward.

  Customer response

  08/03/2024

   
  Complaint: 22053174
  
  I am rejecting this response because:  Empire Today would like me to pay $150.00 for then to come for observation.  I do not want to pay Empire Today one more *****.  Therefore, I reject their offer and will just be happy to post a review on the Better Business ************** ************ uses Crappy materials and that is why their floors do not hold up.  Again, thank you for your help with this matter.  I have ended my relationship with them.  I advised ******************* of this on yesterday, 8/2/2024..
  
  Sincerely,
  
  *************************

  

  Business response

  08/05/2024

  To reiterate:

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer.

  The customers installation was completed May 11, 2022

  A billable assessment was offered to the customer and they may schedule when ready to move forward.

  Customer response

  08/05/2024

   
  Complaint: 22053174
  
  I am rejecting this response because:  As I advised the Better Business Bureau, I am rejecting because Empire Today wants me to pay $150.00 for them to come out for observation.  As i advised ******************* at Empire Today, Empire Today uses crappy cheap materials and that is why the floors and rugs are shot within less than a year.  I don't want to deal with with this company at all.  I hired a actual flooring company and they said, "it is like going to a chain store restaurant, if your want good work you go to a Actual Flooring Place/"  I will just be happy to post a review on the Better Business Website about my experience with this company.  I advised *******************, the relationship is over don't send me anymore junk mail.  She understood.

  I appreciate your help with this matter!
  

  
  Sincerely,
  
  *************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Empire to install flooring July 6. We chose ********* from salesmans sample book. We also used Empires online tool to take a picture of our room and impose selected flooring so you can see what it will look like (photo). We made a down payment of $2,187.02. Installers came July 23. The flooring they brought was a lot darker than we selected (photo). It also had markings that looked like cracks that were not on the salesmans sample nor did he say there would be such markings. Installers agreed with these vast discrepancies. Label on the box also did not say ********* but something else entirely (photo). Told the installers not to proceed. They left one of the flooring boards with us so we could show the salesman and compare it to his sample. ******** came July 24 but he did not bring the sample we previously selected stating his boss took it to show another customer. ******** works out of his truck. When he left he also took the board with him. We showed the salesman the picture from Empires website and he said dont look at pictures. We selected a second flooring. Installers came July 26 and again the flooring was not as depicted on the salesmans sample, including severe unattractive markings (photo). Again we told installers not to proceed. We talked with Empire and cancelled our order as there was no other waterproof flooring we liked. We then called customer service to confirm the cancellation. We were advised that per the contract we would be charged 25% ($1,005.12) because we cancelled outside the 3 day window. It was not possible to cancel within that window as we selected the flooring July 6 and the install dates were not until July 23, 25. We had no way to know the flooring the installers brought would be different from what we selected from salesmans samples and online. Empire did not do any work yet they are keeping $1,005.12. If this complaint does not result in a refund, we will proceed to small claims court.

  

  Business response

  07/29/2024

  The customer signed the contract including terms within the Notice of Right to Cancel that they may cancel this transaction, without penalty or obligation within three (3) days from the above date.  The contract was dated July 6, 2024. 

  The customer had 3 days to exercise their right to cancel, but waited 19 days to cancel, which is beyond the 3-day period.  Notwithstanding the contractual clause agreed by the parties, we have refunded the remainder of the deposit in the amount of $1,005.10 for prospective customer satisfaction and goodwill.
  
  We appreciate the customer contacting us regarding their concerns. We have agreed with the customer to conclude the order. We appreciate the customers feedback and consider this matter resolved.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am the sole 24/7 caregiver for my 80-year-old bedridden father who had a stroke and is on hospice home care. My sister and I want our fathers last days to be peaceful in the comfort of his home. Salesman ********************* seemed understanding of our daily health battles. He assured us the contract could be canceled at any time, including up to the day of installation. The visit was captured on our home surveillance camera. Less than 72 hrs of contacting my father was not doing well. Believing, *****'s assurance that we could cancel at any time for a full deposit refund if things were not going well with our father, I rescheduled on the 3rd day instead of canceling, to allow ***** to retain the sale. On the 4th day, things were not looking good for my father, so I canceled with ******************. I could have easily canceled on the 3rd day to avoid Empire taking our deposit/two months of my father's social security income/our only income. Being too trusting and attempting to show our appreciation by repaying what we believed was kindness; robbed my sister, me, and the donating church members of our final wishes for our father. Maneuvering our father for diaper changes is time-consuming and painful due to his bed sores and stroke paralysis. Over a month ago we received the 400-pound hospital bed with features that will help with positioning and reduce the *** tube feeding pneumonia aspiration exposure. The bed can't be moved on our padded carpeting surface due to the bed's weight, and casters designed for hard flooring. It costs $200 (we don't have) to hire two movers to place the bed on sheets of plywood. We have a much-needed bed we can't use, which can make our father's *** feeding safer and maneuvering less painful. However, we are now financially unable to get the flooring needed to move the bed in our father's room. We will not get another father or a chance to do something special for him. We did nothing wrong other than trust Empire. See supporting documents.

  

  Business response

  07/25/2024

  We appreciate the customer contacting us regarding their concerns.

  The customer had 3 days to exercise their right to cancel, but waited until 6 days to cancel, which is beyond the 3-day period. Notwithstanding the contractual clause agreed by the parties, we have refunded the remaining deposit of $1,279.17 for prospective customer satisfaction and goodwill.
  

  We thank the customer for their feedback.

  Customer response

  07/26/2024

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

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Empire Today installed a kitchen floor using Luxury Vinyl Tile in 2021. Immediately, the tiles began to pop up creating a trip hazard. Within several months, I reached out to Empire and they sent three different installers over the course of 30 months to repair and/or replace the tiles. All three installers advised that the issue was not one of installment, but that the product was faulty. Further, while they replaced some of the tiles, the "repair" created another problem in that it left gaps (see photos). The last repair was done in 9/23 and the warranty was for one year. Two months ago, I reached out to the last representative I spoke with at Empire, ***********************************. Because I did not receive a response from ********************, . I then reached out to ************** in ***************** She arranged for an installer (same one who had replaced the tiles less than 9 months earlier) to "inspect" the damaged tiles (the same ones he replaced). The installer advised that he was asked to inquire about the cleaning products I used. He took a picture of my Swiffer cleaner (used for bathrooms). The cleaning products have not changed in over 5 years and their use has not been an issue in any of the earlier repairs made by Empire. After the installer left, I inquired again and ************** advised that there would be no action taken unless I paid for a replacement of the entire floor. Accordingly, this complaint is based on Empire Today not honoring its own warranty while I am even to this day, still within the warranty period. I believe that the product used was inferior, that the company knows that it was inferior, that the repairs cannot be made effectively without replacing the entire floor or huge swaths of it it; and that the company is simply tired of honoring its repair warranty (one year). It has been less than 9 months since I reached out to the company for action so I am clearly within my warranty period for replacement.

  

  Business response

  08/02/2024

  We appreciate the customer contacting us regarding their concerns.

  Per an assessment the installation was found to have install issues.

  The customer is reselecting a product for the replacement.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We wanted the tile installed as shown on the website however once it was installed it didnt look the same. ********************************************************************************** Each photo on the site show the same pattern (which is industry standard) which is what we fell in love with and wanted installed the same way as displayed on your site with very little to no grout.This was not how the tile was done. It was done straight which doesnt match the website which is what we thought we were getting. It feels like false and deceptive advertising The person occupying and selling was nervous and felt intimidated so she said she liked it even though it wasnt what we wanted. We just want the tile installed properly as it should be per standard and per the website as advertised or refunded the costs

  

  Business response

  07/25/2024

  We appreciate the customer contacting us regarding their concerns.

  We have spoken to the customer and explained that the installed tile layout was agreed upon prior to installing.  We have also verified with the manufacturer that a stacked layout installed is an approved layout.

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

  Customer response

  07/26/2024

   
  Complaint: 22024268
  
  I am rejecting this response because:it was never agreed to which is why we have the issue. If someone wouldve asked we wouldve said no. It was never mentioned it would be installed this way. Show proof of where we agreed to tile being installed differently than it is displayed on the website. This was simply done wrong and not how everyone else in the industry lays tile nor how you have it shown in your website. 
  
  Sincerely,
  
  *********************

  

  Business response

  07/26/2024

  The flooring manufacturer attested to the fact that the installation was done correctly and that the tiles can be arranged in whatever orientation the customer desires - vertically,horizontally or stacked. Upon arrival at the customer's home, the installers conducted a pre-installation walkthrough with the customer. The purpose of this procedure is to guarantee that the material is correct and to establish expectations for the installation, including the layout. Additionally, the customer signed the certificate of completion which asks if the installation was completed to their satisfaction. The flooring layout was not a source of concern for the customer until 11 days after this installation was completed. 

  We do understand that the customer is now not satisfied with the layout of the tile, however and as a gesture of customer satisfaction, we are willing to provide a discounted quote to reinstall the flooring in a stacked pattern at a discounted rate. 
  

  
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sales rep came to house 7/19/2024. Was very helpful and informative. Up until he said he referred to his bag as the b**** because everyone takes a turnThis was because I was trying to call my dog away from sniffing his bag. I was too stunned to say anything but I feel as though that was a completely inappropriate and offensive thing to say as I was about to sign contract.I also do not know why the 1/2 off price on certain inventory was not brought up when we told him our budget. He seemed to want to save us some money however I dont know at this rate if we really did when it was only sales tax.

  

  Business response

  07/29/2024

  We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer and apologized. The installation has been completed. We appreciate the customers feedback and consider this matter resolved.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company (Empire) suggested a product that does not work for the job indicated. Re-scheduled new selection time and no one calls or shows up. REALLY POOR CUSTOMER SERVICE! ********************** is sitting on $893.03 of my money and treat me like Im nothing. Called customer service and the rep had no power or ability to expedite service. Im still waiting.

  

  Business response

  07/30/2024

  We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and completed the newly contracted installation. We appreciate the customers feedback and consider this matter resolved.  

*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. ↩