Empire Today
Reviews and Complaints

Empire today put in my floors, after a month the floors statred coming up, I called them, they did not respond until a month later, they sent the same men over that put the floors down, ahd said it was water damage, the room that they took the picture never had any water damage, my dog had went on the floor while I was sleep. And I did not see it untill they took the picture. While all of this was going on my husband was in hospice. He died about two weeks later. I would not let them do the two room he was in because I did not want to move him, and they made too much noise. They still need to do the bedroom and bathroom. The man from the insurance company came over and said the floors was not put down right. And I paid soneone who inspect floors and he said the did not put down what I ordered. I paid 249 a square foot for the floors and they were supposed to be water proof. Please help me, the floors are getting bad. The blkack paper they used is coming though the floors.

Empire installed new flooring in Feb 2021. While doing the install I was informed we needed a new sub floor. We had the new sub floor installed by Empire. In late November early December of 2021 we noticed the flooring was starting to separate. in the upstairs landing and one bedroom. Empire originally told us the separation was with in tolerance (I could stand a quarter up in the separation). Finally in April we got it approved to have someone come out and do an inspection. We were told at this time we would need to have about 70% of the flooring redone as they original installers did not level the flooring before laying the laminate. In June we finally got the warranty work approved. We scheduled to have the reinstallation done 6/24/2022. The new installer showed up and did not know the entire scope of the work, so had to call Empire. We were then told they would try to have some out on the 29th or the 30th of June. On 6/30/2022 I received an automated call stating the installers had picked up the material and would here later today. At noon on 6/30/2022. I called Empire and was told they were waiting for approval for the additional materials needed.

In the mean time I have move 3 bedrooms of furniture from upstairs to the garage and will need to move it back up stairs to just do it all over again. At this time I am completely dissatisfied and beyond angry. I paid just under $16,000 for this and am feeling I was ripped off.

As far as I am concerned this is unfair and deceptive business practices.

Last March we had vinyl plank flooring installed in our whole house. About a month ago we noticed that the flooring was raising up and buckling at the seams in many areas. I called customer service on May 31, 2022, and they said the warranty for labor had expired and that we would have to pay for any repairs.

First and foremost we paid over $14,000 for this job and to have it failing in a little more than a year is not acceptable.

We have taken care of the floor per instructions on your website. There has never been standing water on the floors or pooling during cleaning. We have only used water when damp mopping, never any chemical cleaners. Our dog is house trained and does not have accidents.

Having said that, the only logical reason is that the floor was not properly installed. It is our hope that your company will stand by your workmanship and

product.

Awaiting your reply,

Susan & Andrew Lozano

Floors buckling and splitting apart empire sent Amy to come out and look she said installed wrong never even seen this before so she said she would send someone here to pick out new floors and she did at no costs to us. Well she scheduled to have them out in I even offered to take out old floors they put in to save Empire’s time besides don’t want my dogs nails to get under it and mold to grow when washing my floors,Amy said that would be great now floors are out and3 times they canceled my install so wasted 3 days of vacation cause they were to be here I have no stove to use from May 24 when I was told to do it cause they were coming 27th then no now on 6/3 nope then 6/8 just keep giving excuses why they canceled 6/8 a Ben guy called said it will be 6/16 and sure that’s not happening either cause every time they tell me they are coming only reason it won’t happen if this or that would happen well they give me that info then that is the excuse they use when they cancel so Ben said if there truck would break down otherwise they will be there is that what the excuse they will use on 6/16 seems to happen that way told him if not done on the 16th I just want a refund he said no can’t do that filed complaint for someone to call me back higher up told me 24 business hours that was back in May not a call yet just other day was told they will expedite another call for me been over 24 business hours again and not a call I wasted my time removing the bad floors Empire’s workers put I per Amy wasted 3 days vacation for them to cancel if not done on the 16th refund my money cause that will be also the 4th time I will waste vacation and I have no stove hooked up from May 24 and when floor was put in the install guys said if I ever want to use old flooring under this floor I could what a joke it’s all cut up and missing in spots so that’s not a option either so I have no floors looks like junk house inside sick and tired of wasting my time to be told lies😡

The initial install date for the staircase was 4/25/22. There was one crew to complete the upstairs and one person to do the staircase. Toward the end of the install one of them came to ask me if I had any product that was left by the crew that installed the first floor back on 3/14/22. This is how I know they ran out of material to finish the job. The first floor crew also ran out of product and was unable to finish the downstairs.

They ran out of product to finish my staircase so they used non-matching/incorrect product to complete the job. It looks hideous! Calls to their customer service rep with follow-up emails only resulted in them being right and me wrong. I was told by the customer service rep that she would have a supervisor call me but no one did. She made an appointment with me to have it inspected on June 3rd, 2022. They confirmed the appointment yet, after waiting all day, nobody showed up. I even called mid-day to get an ETA to which the customer service rep advised me that she talked to the inspector and that he told her "I was just going to call him"... he never did call.

Another Reported Bad Company

Empire Today business hires sub-contractors that show up to jobs late, without complete supplies to complete jobs, no-shows, poor customer service, company requires payments up front, and customer service rep's are having customers contracts cancelled after filing a complaint regarding service. Contractors shows up to your home with family members who are not hired through Empire stating "there employee's" of the sub contractors but most are just family members coming along for the job without masks or proper foot equipment for carpeted homes. Covid-19 cases are rising in ALL states and countries and masks should be required. DO NOT HIRE THIS COMPANY.

Good afternoon

During COVID I decided to get my floor done/replaced as they needed it. So I reached out to you guys per you compelling ads. The job that was completed was sub par at best. I understand that this was a year and a half later since they were completed. unfortunately I did not notice them until recently as they are located in not so obvious areas. Attached you will see the horrible job that was completed. At the end of the day one would think that they installers were aware that they made mistakes and did a poor job and would have corrected. This did not occur. They actually requested that I give them a raving review. Based on their performance it is unlikely that I will recommend the service to anyone. I am not an installer so how am I to fix this without paying someone to correct a job you did!

They came and laid flooring had to came back do all over again! 2nd time is worst than first! Never again! Trim doesn't match, flooring is popping up ,trim is peeling its made of paper not wood like we were promised,lifetime warranty is bull,it does scratch they lied about that! They mostly lied about all of it! Worst company ever! I will never buy flooring from them again!

I ask for "hole in wall" carpet color instead i got "teamwork carpet color. I contact my sales rep Alexis who stated yes there was an error on empires end and that color should never gotten installed.

Installer calls me at 6am advising he would be out to me at 8am, remind you i had no notification prior. install date was scheduled for 05/26 they show up 05/25. i am unhappy with this color but its already been installed. Customer service manager is only offering 500.00 discount? really? you gave me the wrong carpet i am not accepting this deal. i sent text messages with proof that the sales rep stating yes its our error this shouldn't have happen. still no response from Cynthia customer service manager.

Salesman: Robert [protected]

April 29, 2021

Agreed to product material, line of credit, $1,500 and approval of special promotion.

Robert told us the installer would remove any existing flooring clean floor and remove trash. None of this was done, my spouse, Wilbert and I informed the installer of the installation instruction we received, but the installer informed us that the old flooring would be used as a buffer and was needed. job completed in about 3 1/2 hours.

June 11, 2021

Called to report a problem with buckling and was provided a reference # [protected]. and to expect a call with a date for an inspection.

Problems:

Kitchen, den and hallway have areas where the floor is buckling.

The glue used to secure to doorways should be replaced as it is not secure.

January 25, 2022

Spoke with Jody who again provided a reference # [protected] and said she would call me back with a repair date.

February 9, 2022

Inspector

upon entering my kitchen/den door the inspector went into the WOW mode and indicated everything need to be replaced, he could clearly see the problem. and a date for repairs would be scheduled.

I later received a call from Daniella [protected] at ext 4780 telling me that the floor must have had water and that created the buckling and other problems. I then spoke with Turk the installation manager at [protected] ext 2331 sometime in March during Spring break who informed me he was going on vacation but he has given the case to another rep who was aware and would get the job done.

Now, no action has been taken, I continue to make monthly payments of $125.00 and i am now only receiving voice mails, no one is answering my calls.

Please assist with a resolution.

Wilbert & Elma Green

3819 Prudence Dr, Houston, Texas 77045

[protected]

It's been 3 years since they came out and did my floors they never remove the old flooring the quality was terrible the company finally came out after numerous complaints to check out the situation and took no responsibility whatsoever they actually told me that I would have to pay them all over again to change out the floors imagine after paying $10,000 they're not willing to change your bubbled floors terrible company would never recommend them nor use them again I can't believe they are even still in business after all of these years

6 May Empire sub-contractors installed a very nice looking laminate wood floor, unfortunately the installation lacked the craftsmanship one would expect after the sale. Basically, they pulled up carpet and in some rooms applied self-leveling albeit poorly done. I phoned Empire and they scheduled a inspector to come inspect the work at my house and stated the rooms would be corrected even after installation of the flooring. The day the inspector was to arrive I received a phone call from the initial installer stating he was on his way. Why would I want the individual who applied the self-leveling poorly to inspect his own poor work? I phoned Empire and stated I wanted a manager to contact me so we could discuss the problem. Come on Empire, really, you provide great products for installation but then your sub-contractors do poor jobs and then send the same person back to inspect their work. No, this is poor service after the sale. I expect a manager to inspect the discrepancies and have a reliable sub-contractor complete the work, not the same individuals who did poor work from the first installation.

I had 3 different order. The first was wood placed in my living room, up the stairs and down the hall. 3 different installers came to do the job. The second was tile and when the tile was installed he had to remove the transition and in doing so he damaged the wood in the living room and didnt finish installing the quarter rounds because he didnt pick up the correct parts. The Third was a small section of wood install in the foyer to blend in with the living room. I have had to call several times to have them fix the wood that was damaged in the living room however no one will begin to fix it. They sent out the tile guy that damaged it 2 times, he said he doesnt do wood and dont know why they keep sending him. They sent out the foyer guy 3 times(originally when he did the foyer install) and he said he won't touch it because it wasnt his original job. As a consumer I should not be concerned with who does what. To me it is all the responsibility of Empire Today and sub contractor or not, to a consumer you are a representative of Empire Today. At this point I dont care if you get the janitor to come fix my floor as long as it is fixed with a level of care and accuracy as a consumer should expect as a paying customer! I paid way too much to have to now be the project manager of this job and vetting and scheduling who should be the one to complete this fix! I had them install tile and carpet in a previous residence with no issue. If I had known the level of quality and service had declined so greatly I would have taken my money elsewhere!

Came to estimate job 3 weeks ago for job to be done on 5-13, they have called to confirm appt 5 times per day, i finally called and confirmed the appt. I took the day off work they were suppose to install between 11 and 3. They text my girlfriend and told her they were not coming because they couldnt confirm appt. I called to speak with a supervisor and they said it is to bad that it come to this and i tried to get a refund and cancel all business to hear in the end that my deposit is non refundable. Stay away from these crooks, they advertise cheap prices until they show up and all you hear is excuses about the advertisement they have. Priffesional crooks, will never do business with this shady company. Now iam at there mercy if i dont want to forfeit my 800.00 dollar deposit.

Less then a year ago I purchased carpet for my master bedroom. I told the salesman that I did not want carpet that showed streaks when I vacuumed. The carpet that was installed showed lots of streaks but I thought in time it would look better but looks like a cheap piece of carpet. I don’t know if you can replace it with what I asked for but I just want your company to know that I am not a happy customer. Thank you for listening! Mary Ann Ekasala

I had an initial appointment with Empire today on 04/21/2022 to come and help me pick out what flooring I wanted to be installed in my home. The appointment was scheduled between 1300 and 1500. The representative showed up on time. We spent approximately 4 hours between him measuring the room size, picking out which floor I wanted, and working up quotes for the floor. He showed me different hardwoods and carpets. I pick out what I want. He calls and asks an installer about the carpet in the enclosed patio area. They told me they couldn't do it and had me decide between the tile. We picked out umber old town and oasis Marbella for the outdoor patio. He scheduled an appointment for them to come installed on 4/23/2022 between 9 am and 12 am. At 12:26, I called three times before I got in touch with a person. She got ahold of the contractor and stated there was a language barrier. I am going to call you back. At 12:41, customer service called me back and said the contractors got held up at a different job and needed to reschedule. On April 25, 8:28, management called and left a voicemail apologizing for the weekend. At 9:51, she called back to reschedule the appointment for Thursday, April 28.

7:28, the installer calls and says we are on the way. Two Spanish-speaking gentlemen show up and ask me if this is what I am getting installed I say yes. He shows me the tile and the wood. I lead him to the rooms, and he goes to the patio and states he can not do time on the patio because the floor is uneven. He calls and tells the management of the problem, and they go back and forth with text messages and calls. We decided they would level the floor that day and return on Thursday. Later that day, he realized that wouldn't work because the tile does not expand and contract. So oasis could not use that material. I get a quote of $500. The gentlemen get to work. When the job is down, I ask for the box if I need to replace the hardwood. The installer says to me this material is better than the one you picked or something along those lines. I looked at the box, and it was different in color was other than what I was requested and leaves. So I immediately get on the phone, trying to get on the phone. I called 14 times before someone picked up the phone, and I was able to put in an inquiry. They told me someone would reach out on Friday. I Did not receive a call on the 29th. I called on April 30 at 10:07 and was told someone would call me, in her words, "throughout the day." I received no call. On 5/02/2022 at 8:56, Empire called and asked me about putting carpet on the patio, which they initially told me they would not do. I explained to him about the hardwood in the room he stated he didn't know anything about this.

At 10:26, another manager called and placed all the blame on me. Saying this was my fault, and I needed to pay to have the floor removed and pick another bed to install. I said I had already chosen the floor, and your contractors decided they would do what he wanted to do. I hung up because I wasn't getting anywhere with her. I have a signed contract for the material and umber old town and oasis. Neither of these floors I picked was installed, and the price is 300 higher because the guy stated the manager would have to sign for the reduction. This was a cluster working with Empire Today. I will never use them again and advise others the same.

On April 4/11/2022 the empire crew which didnt speak english urinated all over the floor and they never flushed the toilet after using it leaving feces and urine in it. Right before they left around 5pm the main guy asked me when he would like him to return to finish I told him I will be ready for him in the morning on tuesday. He was concerned there were items in the rooms still... We had the entire house re floored so they needed to finish an area so that the items could be moved out which he then went behind our backs taking pictures of our private bedrooms and our property without asking. Those pictures were then sent to my mother and they began harassing her to make sure the rooms were empty for them. So the main guy tells me he will be back tuesday morning at 9:30 and leaves. Monday I spent the entire night without sleep moving everything for them to be ready at 9:30am I even called in to take off work monday graveyard shift to accommodate them and then they never showed up tuesday for work and later in the afternoon trying to figure out where they are the empire person said the crew members called us and told us they weren't coming until Wednesday then began to berate my mother with a condescending attitude and comments about playing phone tag when there was never even a single call from them! So Wednesday morning they come and my top dresser drawer had some power tools in it and they stole the drill that was ontop and easiest to grab! I had seen it earlier in the day and used it that morning before putting it away in my drawer. I complained to their website complaint contact on the 14th or 15th and never received a response. I am tempted to go to the police on the matter for them allowing these thieves into my home! Thats just what I know that was taken who knows what else went into their bags. They also threw away stuff that had nothing to do with their project and we now have to spend money to replace it. We payed around $15,000 ... We did not get our money's worth even the trim around the doors is all messed up from them not caring about the cuts they make.

I have a contract service for carpet installation on 4/23/22 however I need to cancel as I have an offer to my house that we will not need carpet replacement. This is on the 3rd day (4/26/22) that is allowed for me to cancel. When I called the customer service number [protected] which is on their website says 24/7 availability, it says it's close and my call was cut immediately afterward. I called multiple times and I got the same result. I also called another Empire today contact #[protected] I was also cut off as no one is available to take my call. I did chat a chatbot and allowed me to send an email about this cancellation. Why should a company place 24/7 available customer service on the website but no one is available to answer you.

I hope they respond to my email of the cancellation.

We ordered laminate flooring for dining and living room area, our home is small.

While salesman was here he pulled back the carpet in the corner of dining area to see what was underneath, salesman said we needed to pay for 1/4 inch plywood to be installed in living room area to make it the same height, that charge was $ 876.00. They came Tuesday 4/12/22 and Wednesday. Wednesday 4/13/22 the dining room was ripped up and they made us purchase additional $867.00 on my credit card to buy additional plywood for dining room because they needed it for both room. When they got to living room area no plywood was required and the flooring was done around noon. They took the plywood with them and accidentally threw the Two stabilizing peps for our dining room table…I needed to put 2 leaves in table for Easter in 3 days. We called and called, sometimes we were able to reach customer service or left messages. We called twice on 4/21/22 and twice on 4/22/22

My husband called the salesman Friday 4/22/22 because we needed those pegs and we were hopeful they could be found. We told salesman that our latest call to customer service said their computers were “done” all day which the salesman said was bull because he was using them all day. No customer service calls were returning until Monday after I had contacted my credit card company to start a complaint on the additional charge of $ 867.00 which proved to be unnecessary and the product was taken by installers

Yesterday Empire offered to refund us $233.00 NOT ACCEPTABLE

Very POOR customer service, days without calls back and then nothing but excuses. One service person told us the other was new and didn’t know what she was doing but she herself had been there since last October

No answers and no customer service.

Have filed a complaint with Better Business Bureau

On April 23rd, 2022, a salesperson came to my home to give me a quote. I told her I didn't want to sign a contract because I had two more quotes to look at. She said, no problem, you have three days to cancel. The problem is they don't call back. My spidey sense told me not to sign, but I did. Long story, short I found a better deal and it is nearly impossible to get out of a contract.