Empire Today
Reviews and Complaints

I had laminated floor installed in my new home on Feb 1, 2021 by Empire Today. I paid over 20k for this. On March 19 I moved into my house (the house was empty before this) and noticed that the piece of laminate wood at the top of my stairs (I live in a raised ranch) had come loose. On March 21 I contacted Empire about this. The first date I was given no one showed up. The second date someone did come and reattached the piece. This was probably sometime in April. About 6 months later I noticed this same piece of wood was coming loose again and this time it broke in half under the constant pressure - we have to walk on this board everytime we enter or leave the house. In mid November I called Empire again to have this board fixed. They said they would send someone out on November 30 to access the situation. They refused to give me a time stating it is weeks away and they will call the day before with an estimated time. On November 30, I never received a call or message the day before so I called at 9:30 to find out an estimated time. I was told after getting a call back that it would be between 1:30-4:30. When 4:45 came and no one had showed up I called and was told that they have until 6 and I was on the books and someone would definitely be there that day. 6:30 I called again when no one had come and they now told me a ticket number and someone will call within 24 hours. On December 2 I called again because no one called me and again I received another ticket number and was told an extension to leave a voicemail on. On December 6 I called again because I still have not received a single call from Empire. The woman gave me a different extension number to use. She said it was for the installation supervisor who is a man but when you dial this extension it has a woman's name on the voicemail message. I left a couple of messages on this voicemail and never received a call back on until December 13 (right after I filed a complaint with BBB). I talked with a man named Mark at extension 4086. He said someone can come on December 21. I said how can I be sure since no one showed up on November 30, his answer was I will mark it urgent.
Well it is now December 21 and at 11 this morning I called to find when someone would come and first was told by the woman that answered that there was no installation today. After putting me on hold she someone found it but then said she called the installer who didn't have my house on his schedule so she left a voicemail with someone. So here I sit more than a month past when I first tried to call to have this board fixed. No one answers their phone. What is the point of offering a warranty if you just keep being ghosted by the company! This broken piece of wood is a tripping hazard and I want it fixed. I haven't even had my floors for a year yet and after spending over 20 grand this isn't the problem I should have to deal with!

This company lied to us and did a horrible install. They didn't show up on install day and told us they were out of the carpet we had and would need a full install. They had left about 12 seams showing when they installed. We didn't want to use this horrible company so wanted a refund and to go to a more ethical company. All they do is fight with their customers. We have spoken to several people. We were offered 50% off and then the director of customer service Tina called and reneged on the negotiation.

They also messed up our doors and paint when they were trying to fix the horrible seams.

They don't care about customers. They don't care about product and all they do is rip off people. Don't buy from Larry. He is not ethical.

My HORRIBLE experience with Empire Today:

Empire's installers arrived and took up the old carpet and old pad and then laid the new pat directly on the sub-floor over the existing old pad staples, old pad pieces stuck to the staples, existing dirt, junk, etc. Did not even attempt to clean the floor. There was no broom or vacuum in sight.

So I got my vacuum out and at least tried to clean up all the junk around the existing tack strip and under the baseboard at the the edge of the padding so that they were at least not attaching the new carpet over junk at the tack strip areas. I complained about this to my sales person and the following day they actually vacuumed and clean the one remaining room.

An 8" long sub-floor joint in one doorway was not even. I asked Empire's installers if they were going to use some floor patch to even the joint out so that I wouldn't feel it under the carpet.They said no they would not. So I went and got some of my drywall patch and troweled it on the floor. About a 5 minute process that they refused to do. No telling where else the floor needed some minor patch that may have been covered up with the new pad before I could see it.

They also ran out of the padding I had bought and on parts of my floor they used some other padding they had with them. They also did not have enough carpet and had to return the next day with the appropriate amount.

There seems to be more carpet seams than there should have been. At one spot they put in two seams only 4" apart (at the doorway). And seams down the hallway seem to be only 3' to 4' apart. Some of the seams are visible.

Within minutes of the installers leaving I noticed that they did not leave me any pieces from the carpet waste, which I wanted for future minor repairs and for warranty purposes (note that EMPIRE'S WARRANTY requires that I have some uninstalled carpet for future repairs and claims). I called the home office immediately to have them call the installers and have them come back (they were only minutes away) - no help. I then asked Empire if they could at least give the installers my phone number so the installers could call me and I would drive to them - no help. I then called my sales person - no help.

Later that same day I offered to pay the shipping cost to have Empire ship a piece of my waste carpet to me - no help. I then asked if I could just BUY a 4'x6' piece of carpet and have them ship it to me. They told me that they do not sell carpet without installation, so I told them to add installation to the cost. Empire then told me that they have a minimum $500 order. So I would have to pay them $500 to get a small piece of my waste carpet in order to meet their warranty and for minor repairs. Carpet waste that was originally here.

I then noticed that my rooms were not heating up right. Guess what - the installers installed the carpet right over the floor heating register openings. So I had to remove the register covers and cut the carpet back.

I then emailed Empire's home office about some of my concerns. They responded to my email in that they would get back to me in 1 to 3 days - It's been 4 weeks - no one has gotten back to me. I emailed them again over a week ago (with a copy of this review) - again no response. So I listed this review.

Note: From Empire One's Warranty:
Please keep a copy of this warranty along with the following important documents and resources:
- Copy of the sample label or sample information
- A 2' x 2' uninstalled sample of your carpet
- Padding information
- Installer's name and certification information
This documentation will provide critical information needed in the unlikely event of a claim. The uninstalled sample is recommended in case a repair or testing during a claim becomes necessary.
I have none of this from Empire and they refuse to work with me on getting a small piece of my carpet unless I pay them $500 (for a piece of my carpet waste).

We had LVP installed recently. The salesperson, Jason said they would leave the extra flooring. They didn't. I have reached out to him via email and text multiple times, and he won't respond. I called the company and have left multiple messages and no response. What a terrible experience I plan to share with others. Why wouldn't you want a customer to be happy?

Salesperson Rachel Welch did not tell us there was an $800 warranty that is not even extended on the manufactures warranty. We were shocked. She told us that we would get a free carpet cleaning in a year...Wrong, up to $100. It was very deceptive and very rude. We are expecting this charge will be credited to our CC. Does she just come in and make old people sign things and take advantage? We got the warranty on email and figured it out, thank goodness, And trying to cancel this we disconnected numerous times.

We paid for install on three bedrooms, but only one installer was.sent. I am a 75 year old disabled Vet. Who was forced to help move furniture due to lack of man power. I requested $250 to help move furniture and help move carpet into garage. Suffered $900 electric repair when installer left house. The contract language exclude any electric damage. It requires customers to pay for half of all required to go to arbitration. The contract is written to protect only Empire. I will avoid this company in the future.

I writing this in regards my carpet warrenty. I have been trying to get 2 repairs to my carpet under warrenty fixed. They have come several times & taken photos of the damage but I cannot get anyone to repair it. Now I have the contact number to the supervisor in charge of my case, but he does not respond to any of my messages. I don't understand what is happening. This has litterally been the worst experience I have EVER had with anyone.

Horrible horrible customer service. No return calls back. Defective materials. Salesman lied and lied.I got my floors done in February. March they came out and fixed some of the problems. A month later the floors were coming up . I called and called . No return calls. FINALLY in October l heard back . They sent someone out to look at the floors. They said that the material was no good . And that the floor needs to be replaced. Nov we heard back. They said they were going to replace the floors and upgrade the floors at no charge. We set it up for today 12/3 to have them replaced. The installer showed up. SAID he could not do it in 2 days. And that he had a job scheduled in Modesto tomorrow. So he left. Now my house is empty and appliances are disconnected. No call back yet. So unacceptable! What a joke!

Met with local Empire Today rep for my area on August 23 and picked out the LVP (Luxury vinyl plank) for stairwell and two bathrooms in my house. Signed the contract and set the date for installation to be on 20 Nov 21. Come October, I was having an appraisal of the house done and placed a request for the stairwell to be completed ahead of schedule. This was done to my satisfaction. I paid for the full project that day, the total cost being $4, 678.79 ($900 out of pocket, the remainder on my synchrony card(s)). A couple weeks later, I got news that a family member had been hospitalized and nobody was certain if they were going to be with us for much longer. I called Empire Today and had the remainder of the installation cancelled and to figure out what if any refund was coming back and from there on was my nightmare. I called and chatted with Empire Today on and off for about 2 -2.5 weeks up until I got the news that my family member had passed away. My mom ended up having to pay for my ticket so that I could attend the funeral. Any time I was able to get a rep on chat or phone, all they said was that my cancellation was processing or that the are trying to figure out the cost of the stairwell project from my local company that did the install. And when they try to patch me through to their cancellation department, all I get is voicemail. It's now been over a month and I doubt that I'll likely see a response, or a refund or an apology. I've used Empire Today on several flooring projects, but I will never using them for anything again.

We were scheduled to have our carpet laid at 3PM on Nov. 29. No one called to give us a time, so we called to find out the time they had scheduled for our installation, 3PM. We waited and waited. I called back, they informed us that it was going to be later. As the house is poorly lit, we told them that later was not possible. This did not matter to then, I guess they know how to lay carpet in the dark. So around 5pm, I called to try to get the install rescheduled, as he was unable to do it because of the time he gave me a reference number. The number is [protected]. We still have not heard anything. The carpet must be laid during the day, one because of lighting, and two because I have night blindness, and cannot find my way back home after dark. We are not living at the house, but must be out of this house by Dec. 5, 2021. I do consider this an emergency, as we will have to start moving in furniture, and it would be so much easier on all concerned if the carpet is laid before the 3rd of December. I have never delt with Empire before. I almost wish now I had gone elsewhere. I always thought the customer came first, but I think your installers are having an issue with this. We need our carpet laid professionally by the 3rd of December, and during daylight hours. We placed our order on Nov. 11, 20021, I think it is about time to get the carpet done. Also your salesman, Mr. Bates, promised to take care of any problems, I called him, talked with him, he was to find out something and call me right back, he never did.

I had a substantial install from Empire approximately 2 years ago, wished to have the same or similar installed in another large area of home - I wouldn't have done the following if I didn't desire to match.
Scheduled an appointment 4 times - no show 4 times.
After 1st no show, it was scheduled with a manager the next 3 times - yes I spoke to a manager a total of 3 times…. Who pays for my time away from work, hassle, etc.
1 more call, no follow up - I gave up!

Steve Goley - Byron, I'll

What a nightmare! Guys came out at least 3 times before they could install! when the time arrived they layed tile over a bad piece of plywood that should have been replaced the first time! the tile is coming up in spots they came back out and glued it down it came up again they even said the first guys should have replaced the plywood, then a inspector comes out doesnt say much then leaves never here from them i am sick over this $3000 down the toilet i want my money back! or i will see a lawyer!

On 9/23/21 I had carpeting installed. Glue was left on my wood and tile flooring. My bedroom closet door track was not screwed down or put back in the correct place. Almost all of my door jambs were damaged and a large scratch was left on my wall and my floor. I contacted customer service, sent them an email with pictures as requested and never heard back. I also contacted my salesman who also stopped returning my texts. I made several attempts to call customer service over several days and got a recording that the number could not accept messages.

Awful experience with Empire Florida. First- I have used Empire for years on multiple rehabs and rentals in Ohio. I have nothing but good things to say. I used Empire Florida for my personal condo and have had nothing but an awful experience. The work is shoddy and Tim, the installation manager, refuses to return calls. We had the living room flooring laid last month and waited on the kitchen bath until we decided if we wanted to extend the laminate floor or replace with tile. We were assured if we removed the existing tile and replaced with laminate the flooring could easily be extended. We decided to remove the tile and have the laminate laced into the kitchen and bath. The crew that came out yesterday said they were not allowed touch the work done by a previous crew and therefore could not lace the laminate into a seamless floor from the living room into the kitchen and bath. Instead they cut the laminate where the pieces butted up against each other. They did add a threshold strip- which is now an unsightly tripping hazard. Each crew also used different quarter round to finish the floor- the first crew used white and the 2nd wood grain. Because they would not touch the previous crews work they also did not miter the mismatched quarter round. Overall the entire thing is an embarrassing example of shoddy work.
Date: 11/5/21
Desired resolution: we want the floor to be laced into a seamless install from the living room to kitchen and bath (as originally asked). We also want the quarter round in each room to match (white not wood) and be mitered properly.

Empire installers started the job on 11/2/21. They were supposed to return 11/3/21 to complete the job. No one showed up. Several calls yielded no results.
I have e-mailed customer support, but haven't gotten a response yet.
I had no idea Empire did business like this. I thought they were a reputable company.
This has been a huge inconvenience to me and my family.
Things in my home remain out of place waiting for them to return.
My personal and work schedule have been adversely affected.

I want Empire to complete my installation.
I want a credit to compensate me for my inconvenience.
N.M Maryland

I had carpet installed in my house on 10/23/21. AFTER the carpet had been installed I was informed by the head man that I needed to get someone to shave down my doors because they wouldn't close with the carpet. NO ONE told me before hand that I needed to get that done. After paying almost $4, 000 for carpet, I would assume that I wouldn't have to be the one to pay out of pocket for some else to do that. I have had to go in and out my back door, in the dark, to get to my vehicle for over a week now.

I called Customer Service this morning and at first the lady told me if that was what the installer said then that's the way it is. Eventually, she tells me that I would receive a call within "1-3 business days". This is unacceptable as another week will go by with me going in out the back door in another week.

Doors to my closets and bedrooms are leaned up against in my kitchen and in one of the bedrooms.

I also informed the lady that they needed to contact the installer because I have been unable to find my scale. I realize this is miniscule to the other problem but I would like to know where they put it.

This kind of service makes me regret every going with Empire.

Thanks,

Brenda Posival

My grandmother was scheduled to have carpet installed today. We were told someone would call us between 8-9 am. No one called. I called throughout the day and was repeatedly told that someone would be coming, but the office was not answering the phone.

After calling again, I was finally told that the installed said the carpet isn't in stock and he would not be coming. No one informed me of this all day.
I have cancelled the installation, and was told I would be connected through to the cancellations department to receive refund of my deposit. No one has answered.

I request to have my deposit returned to me due to lack of customer service and complete unprofessionalism. You have had an elderly woman wait all day for her to have carpet installed, only to be told it cannot be done.

Installers replaced bathroom flooring which required replacing the toilet wax seal. There is now water seapage under the toilet and the floor bolts cannot be tightened because wax has come up thru the screws anchoring the floor. Took pictures to Home Depot and they said it was probably a broken wax seal and the hardware used to anchor the toilet base to the floor was not the standard hardware that should be used for this purpose.

On October 14, installer arrived with only himself. He said he couldn't move furniture without help. I offered to help as a 75 year old disabled Vet. Job was slow, so a a shower came he couldn't finish because carpet was on drive, and he couldn't move roll without help. I HELPED him drag roll into garage. Next day he returned and finished job in pm. I asked for $200 refund for my labor. He agreed and would return with cash. When he departed we found a circuit breaker was popped and would not reset. SATURDAY A ELECTRICAN came and repaired damaged for $900. Installer never returned with promised money. EMPIRE CALLED OFFERED $50. WHICH WE REJECTED. the Empire group is a joke, we would never use them again.

I recently cancelled my ordered due to lack of customer service, lack of call backs, just over all disappointments. Where is my deposit refund? I can't get any human being to talk to and therefore no information whatsoever. Please acknowledge the fact that I exist and return my money immediately.

Sylvia Wills
Activity ID: 1-[protected]

[protected]@yahoo.com