Empire Today
Reviews and Complaints

My name is Jeff Kuma, Empire Job#FX2734A-6078041 - Empire installed about 674 sqft of LVP flooring in my home and after about 2 years it has started cupping very bad, all over the house. They came out and did an inspection and said it was moisture related. Never had any flooding or large spills. Hired an independent inspector and not only did he say it should have been installed with a moisture barrier he found that the floors were way out of manufactures tolerances for flatness. They refuse to take responsibility for this terrible install. I spent a lot of money to have this flooring installed, it is a shame that they are saying they won't replace it. I have attached just a few pics that the my inspector took to show just how bad it is.

I purchased carpet and laminate flooring from Empire Today in November 2018. The carpet was installed in December and laminate in January. For the most part I am happy with the laminate. Seems to be holding up and looks nice, except for the trim chips easily. The carpet is horrible. Does not appear to be what I chose. I expected a good quality, thick, soft, plush carpet. After just a year, it is dull and looks like cheap poor quality carpet. It was not stretched properly and is buckling in all six rooms significantly. I am so disappointed. I want a full refund so I can have good quality carpet installed properly by a reputable company.

Purchased flooring and installation with a sales rep that came to my home. Install was scheduled on a Monday. Received a call that van broke down and could not make the scheduled appointment would be back the next day, Tuesday. Next day came the install crew showed up at the house took a look at the ceramic flooring that was to be removed and said we don't have the tools to

remove this old flooring we will have to reschedule. I have not heard from anybody at Empire floors since! I have spoken to customer service 2-3 times every day , today is Friday, and still no-one has returned my call!

I have canceled the install and I am having my money refunded!

And to think I was considering this company for a bigger job in the future based on the outcome of this job!

I am done with Empire Floors!

I purchased flooring from Empire in 2021.
Mt kitchen floor has begun to separate as the locking pieces broke.
I have 2 inspections performed recently to inspect the damage.
Both inspectors told my wife and I that the flooring was defective and should be replaced due to the material.
During the second inspection the contractor lifted up the floor to check the subfloor and further damaged the flooring where now it is a tripping hazard.
I have been put off for 3 weeks now waiting for some response from the manufacturer to determine if the material is indeed defective.
The point is the contractor damaged the floor to a far greater extent and that alone makes this Empires responsibility. This incredibly poor service combined with the fact that further damage was done warrants this complaint.

I called Empire 5x to get an issue resolved and the rep in the accounting department has not called me back yet (Carla). My issue is that I was deceived about billing when I purchased. I told the sales person that I didn’t want to purchase carpet on the day of my “estimate” because I’d rather wait until I had a larger down-payment in the next couple of weeks so I could get a lower minimum payment. He really pushed me to purchase at that time because #1- I would miss huge savings, and #2 - I could still get a low minimum payment by making my 1st payment a large payment. My payments thereafter would be much lower. Well, that wasn’t the case! My payments have been the same regardless of my $2,000.00 initial payment. The bank told me that this deal was promotional and the payments will be the same no matter what. Now, I have a payment that will be a struggle for me. And, I only purchased at the time I did based on Empire’s salesperson’s information. Now, they won’t even talk to me. Consequently, I will not purchase anything else even though I had every intention of using my open credit to get more flooring once this was paid off. I’m more disappointed in the “ghosting” than anything else!

Tried numerous times to have my carpet issue taken care of by your York, Pa. location. One resolution was to replace the flooring at my front entrance and tuck in the carpeting. A supervisor was to contact me concerning the dents in the metal border. I included a pic but does not give it justice to my issue. Contacted them again yesterday 11/28. Was told a supervisor will return my call as he/she was not in office. To date...NO CONTACT. [protected]

I contacted a representative last year concerning my flooring. A representative was finally sent out I believe on May 31st or June 8th. There is buckling in one area. Someone finally came out. The representative said that it would need to be pulled up and redone because the area was not level. I have not heard back from anyone since then. I again contacted an Empire representative and they said they were short handed and gave me a reference #1-[protected]. It’s been very frustrating . I spent a lot of money on these floors. It’s been over a year and the floor issues have not been resolved.

Tile flooring installed in multiple rooms in July of 2019, with 1ft x2ft tiles. We called the company 8 months later as we notice grout was falling out and tile was loose. Serviceman came, removed grout, regrouted and stated everything is fine. We have noticed the last few months the grout was again coming out this time in multiple places, and the tiles were loose. We called Empire today and was told that "it was out of warranty, and they would come and inspect it for $1600.00". We felt this was excessive, especially since this was a reoccurrence of the same problem eight months after the installation.

We called a tile co. to examine the floor as to why this was happening. One of the tiles were removed and the problem they felt was that the underflooring was not properly screwed/nailed down. We have tried to called the company multiple times to come and look at the subflooring and make corrections. Once we actually spoke with a customer service supervisor Orlando, but no one has returned our calls and we do not know how we should proceed.

Right now, I have a $13000.00 floor of loose tiles grout falling out and a company that does not appear to want to help.

Hello,

Carpet installation 5/2022. Claim number 1-[protected]

Emails, calls, text messages since May 2022. Defect in carpet and dent in wall. Subcontractors wanted to throw carpet out my window. One was drinking a sports drink while working. To date, this has dragged on since May 2022. I asked installation manager to reduce bill by cost to send contractor out 2x; to assess damage and the return, labor supplies to repair carpet. Still not clear who would repair wall and paint. I will also add in court costs. I was told u all cannot reduce the bill so I plan to file with small claims court by tomorrow. 2 week ago, I was told to pay bill so I will not into collection status. Please advise.

On Friday October 7th we hired Empire today to install carpet in two rooms in our home. When the Sales Representative came to our home to give us an estimate, among other things, he assured us that "Transitions Strips" were going to be installed along with the carpet and that on the day of the installation the Installers will match the color to match the color in our wood floors. The Installers showed up on Friday, October 21st to do the job and to our surprise he did not bring with him the Transition strips and told us he was not aware he supposed to. The installer tried to contact somebody from Empire today and was not able to get anybody to answer their phone. Installer left. later that day my husband spoke to the Customer service manager (Amy is her name) he explained the situation and she did not even care to make it right. I have left several messages to the Sales Representative since then and have not received a phone call back as of today Thursday, October 27th. Also left a message to an Installer Manager and he also has not returned my call. Shame of you all for not even trying to solve the problem. Shame, Shame.

My install date was 12/30/2020, customer ID 1-1I425DB, we had both carpet and kitchen flooring done that day. My salesperson was very pleasant and heard what I wanted. I know nothing about flooring, I told him what I was looking for and he showed me samples of what he had, I picked the product and color and that was it. I was NOT told that the flooring I chose was not a good idea for kitchen flooring. He knew I how many pets I have and still never told me I should use another product.

After the installation, only a short couple months later my flooring started to lift and bubble from wet feet, spilling of water and dog urine. When I called to get this fixed, I was told there was nothing they could do for me, unless I was willing to fork out more money.

My name is Linda Brown 3107 Fieldstone Ct. NW Kennesaw 30152

When your saleman Paul Blicksilver came out. I told him I wanted Vallette acacia samba brown. which matches the floor I bought in 2017 in my forer and hall. he said that would not be a problem. i notice it was showing scratches and when moped it would leave dark spots, I called in September of 2022, I know it was 9 months later but we had some deaths in our family. First I spoke to Grace Kuria in customer service, It took me several days for her to get back to me,

I told her they put in Bradstreet which does not match my hall. I sent her photos, she said the warrenty does not cover scratches. It is suppose to be scratch resenturet, She had someone else call me and they was nothing they could do, I asked her could she have someone come out she said it would be 350.00, It was less than a year, I thought if you was not completly satisfied they would come out and see what was wrong. I have used you for 3 houses but I will never us you again, and make sure none of my friends use you either..

Thank You Linda Brown

We had our entire home, 1086 sq ft, floors replaced with luxury vinyl plank. Within 5 months the floors started to separate at the joints and boards are lifting up. We have been going around circles since August 2022 with customer service. A representative came out to inspect the floors and commented, "This is a serious problem." He reassured us that someone would be in contact with us to schedule repairs. On 9/27/22, AGAIN, calling customer service they gave us the runaround stating that "the other tickets had been closed and that they would open a new ticket." They informed us that that they sent a "no contact letter" to us, meaning that they had not been able to get in touch with us. They have both my husband's cell number and my cell number. They have not left any messages on either phone. My husband has been calling customer service on a weekly basis and has instructed them to call his cell phone and leave a message. My husband also reported that it was a health and safety concern because he tripped over the lifted boards on a couple of occasions. Every time he calls, it is the same answer, "someone will get back to you within 24-48 hours." Today's answer was that they would get back to us when someone gets back to the office, due to the Ian hurricane.

I don’t even know where to begin. My experience with Empire has been horrible! I had vinyl plank flooring installed in 2 bedrooms and vinyl tile installed in my bathroom in May of this year. The bathroom installer was very unprofessional and in such a hurry to get away that he left my floor in a mess. He smeared grout (which was not even suppose to be used) all over the floor and even on some of the walls and molding. He clogged up my bathtub with grout which required a service call from my plumber. The only positive thing I can say about Empire is that I was reimbursed for the plumbing expense. The installer did not connect the toilet correctly and to this day the grout he applied at the bottom of the toilet is still wet. When I asked him about cleaning up the grout he said “you will have to clean it because it’s past time for me to leave”. I don’t know how to remove the grout and even if I did I’m unable to get to some of the places like behind the toilet. After calling multiple times there have been 2 inspections performed and lots of pictures taken and still nothing has been done even though I was told that the flooring would be re-installed. I recently was put in touch with an “install manager” who set up an appointment to have a third inspection performed but the installer was a no show. After calling the manager about this I was told he would look into it and call me back to set up an appointment. That’s happened twice and I’m still waiting to hear from him.

Bahir our salesman painted a totally different picture of how to prepare for install. He told my wife and I not to move any furniture they will do it. He told us anything, even came down $2000 in price to make a sale. Well 24 hrs prior to install we were sent a video of what we needed to move. Now they think they can keep our deposit. This is totally a misrepresentation of services and our deposit is $2000.00 which if needed we will take legal action. We would never have ordered if we knew what we had to do we would have hired our contractor.

We spent $8000.00 on a floor from Empire in February 2022 and it's not even a year old snd having problems with it splitting at the seams and buckling I have called empire over a dozen times and can't get anywhere they sent out people 2 different times to look at the floor and they said there is something is definitely wrong with the floor and it doe's needed fixed and said and he said he said he would show them photo's because the first guy apparently didn't say much of anything. we just got off the phone with their customer service at 877-588-5217ext 4234 and have been talking an MRS White at least 6 or 7 times anyway she said she would talk to her Manager and called back and said he would be out on Friday. if he does show up if I don't get an answer saying they will fix it then I'm calling their finance Dept. and telling them I'm not sending the $ 2000.00 that we still owe them because I'll be using it as a retainer for my Lawyer to file a suit against to get my floor fixed

This is in response/addendum to an earlier complaint [protected] regarding the same company, Empire Today Flooring in Houston, TX.

Original purchase April 29, 2021, original problem June 2021. An inspector was sent out determined that the entire job required total replacement. Replacement was completed after submitting a complaint to the Cooperate office.

On January 2022 called with a problem with the flooring and spoke to Jody in CSC who provided me with a reference number.

The floor is currently buckling in all areas where installed.

The material is cheap as it is tearing and peeling, the last inspector said, "do not allow Empire to install this product on your floor again". A selling point was the durability of the material, (I am in a Wheelchair) and according to the use and durability of the material we were shown, it would be durable for the wheelchair, and it showed a picture where the product was installed in the bathroom. Want a much better product installed or my complete $3,000 refunded to me. This is embarrassing and inconvenient.

I believe my husband and I have been very patient but only receive promises and delays. Your assistance is appreciated in resolving this.

Elma & Wilbert Green

3819 Prudence DR

Houston, TX 77045

[protected]

we have the repair man out here twice for the same area of floor and same problem. The repair man said the floor wasn't wet, it was the flooring itself. the planks were defected material. well now it's happening again, same area same thing.

we called empire had to wait 2 weeks before someone called us back. They are telling us we have to pay for the service man to come out which is $125.00

and then pay to have it fixed. I see that other customers are complaining about the same thing. We didn't pay good money for a defected floor. So, a matter of fact when the service man was out here the last time, he had to replace several planks in the kitchen also because they were defected. The person that called us today gave us a Bosus email address for your legal department

thank you,

Melvin and Marie West

[protected]@sbcglobal.net [protected]