Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/16/25 your sale associate ***** arrived to our house to provide an estimate on one room. ***** stated that Empire combines everything (your flooring, baseboards, and lifetime warranty in one price). In addition, he even stated that he was giving us a first responder discount, as my husband honorably serves. What I did not like is that the contract did not break down any of the info and I paid in full & we scheduled the install for 1/24/25. ***** made it clear that we had to stay home from 8-6pm. That morning, I received a call from **** ********* (the flooring installer) who told me he would arrive in 1.5 hours. He told us that he did not have the baseboards. I immediately contacted *****, who was absolutely rude, inconsiderate and dismissive stating he is not install he would contact them. He called back stating someone would come tomorrow without regard. When I asked what time, they would come on 1/25/25 ***** obnoxiously stated someone would be here between *****am. I asked ***** to have the install manager call me twice that day and he told me that he alerted him several times and I need to wait. I also called Empires 800 number 3X, including early today, requesting a call from a manger and as of today 1/27/25 not one person has called. On Saturday 1/25/25 at 706am I had missed calls from *******. I called back promptly, & he told me I have other jobs I will be there between 12-1pm. At 1250pm I received a call from ******* who told me he would not be at our home until 2pm. At this point, I sent ***** a message and when he called me his tone of voice was extremely unacceptable what do you want me to do. Eventually, ******* showed up & it turns out that they damaged our wall and moved furniture to block it. Today I received an email stating that we have a 5-year warranty, which is not what we were told (should be lifetime). I have made every attempt to get this resolved at the lower level, yet I have been completely blown off.

  

  Business response

  02/04/2025

  We appreciate the customer contacting us regarding their concerns.

  We have contacted the customer and resolved the matter amicably.

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

  Customer response

  02/05/2025

   
  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

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had a new floor installed in the restroom. The toilet was to be removed and reinstalled. They didn't bring a replacement wax ring and ****** bolts. The wax ring comes with new ****** bolts. The technician wrote it up indicating the bolts were cut wrong ,but that is they come new with the wax ring. He didn't bring this up till he was leaving. I could have easily picked up the new parts .He should have known that the new floor would raise the toilet and would need new wax ring and ****** bolts. The ****** bolts are segmented so they can be shortened after installation. This is standard practice.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Floor installed is faulty. It was supposed to be the top quality of their flooring and it was expensive. It is very poor quality. It shows footprints from even wearing socks, it has formed Major buckling, which at one time was replaced but now that same area is coming apart with big spaces between the boards. They told me what cleaners to use which do not work. I am dissatisfied with everything about this and have called them numerous times only to get the run around.I want a refund of all my money

  

  Business response

  01/31/2025

  We appreciate the customer contacting us regarding their concerns.

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

  The customers installation was completed 04/17/2018 and replaced 2/2/2020.

  The customer was informed that the product has been discontinued and is not longer under warranty.

  We advised the customer we would be happy to schedule a new sales appointment, which she declined.

• Initial Complaint

  01/22/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On November 4, 2024, we signed a contract with Empire to install our laminate flooring. We financed the installation with ************** and pain in full. The Salesman said it would take 4 days. The installers came on the 16 of November and it took 7 days. This did not include putting in the base boards. The installers were kids and seemed very inexperienced. The salesman never called us back. His name was ****. Finally, the installers came to finish 2 weeks later and said there was a leak in our laundry room and couldn't finish the job. My husband tested the washing machine three times and found no leak. The week of January 1, a man from Empire came who didn't speak English so we didn't get a name. He took pictures of the laundry room and said there wasn't enough product. It has been 3 weeks. and we still do not have our floor finished. We keep calling and no one calls us back or they just pass us on to someone else. The latest is they want us to pay $863 to finish the floor. They got $22,000 from us and never finished. The names I have are ******* ******, ****** the installer and most recently is *******. He didn't leave a last name or extension and asked us to call him back.

  

  Business response

  01/30/2025

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

  Customer response

  02/10/2025

  Better Business Bureau:
  
  Yes, it has been resolved. Thank you for such a quick response. 

  Sincerely,
  
  ****** Murphy     

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Floor broken falling apart. Called at least 20 (I have phone records) times won't call back, left messages, emails, won't reply to get a resolution to the flooring issue. It's been 3 months with no answer or no call backs they just keep ignoring the concerns of the broken floor.

  

  Business response

  01/31/2025

  We appreciate the customer reaching out to share their experience.

  A manger contacted the customer to discuss this matter and we are pleased to share that service was completed on Wednesday, January 29th.

  We apologize for the customer's poor experience and thank them for the opportunity to address this matter. 

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ref#****** ******* *****-

  Customer response

  01/21/2025

  On Wed, Jan 15 at 3:07 PM, ******** ****** <*************************************> wrote:
  I purchased Aqua Defense LVP flooring in 2018. In 2022 I find a crack in one of the planks in kitchen. I called to report the issue. They wanted to charge me ****** to send installer out. Asked me to contact 3rd party to assess. I reached out to the list supplied with no response. 2023 more issues developed in kitchen area. Planks splitting, cracking horizontal, separating curl ends random planks thru out kitchen/hallway. I continued follow up with no results. Downsize installation office. ***** ****** was no longer handling case. Turned over to ********* *. Fee charged to me ****** to have installer come out. I paid the amount. Because the floor planks were falling apart. Installer came out. Right away he saw the issues. He did take photos. I indicated have sent up many photos of all the issues. He assured me the issues were the planks. Should be replaced under product warranty. Upon time it was now mid-December. Claim was denied. Stating something dropped to crack plank. Area too small to replace and or heavy object dropped. That is ridiculous it is my entire kitchen/hallway. The first ********* that came out stated clearly this is a product issue with the planks. I asked for that to be escalated up and resubmit claim. 2nd ****** came out. *** he could see the issues as well. He stated it was good I stayed persistent, and Empire would take care of it. End of 2024 claim denied. Offer was to for me to pay for repair of ******* and they would pay for installation. I was out of town for the holiday. Upon return I responded to ********* via email. My concerns. I wanted to see or communicate to me what the issues were. Why would I pay for product again when I paid on the original purchase. I paid a little over ******* for entire rooms of this product. Family Room, eat in Kitchen, 2bathrooms, 2 hallways, 3 closets, 1 pantry and laundry room. That does not even make sense. I paid for these installers to come out and I can't see a report. In addition, clearly this batch of planks are defective. I gave done nothing to have this damage. The structure of the plank is not holding up. I asked this to forward up to the CEO. Replace the floor at Empire expense. Honor the warranty and take care of your customers. At this point I'm directed back to contact a third-party contractor. Please let's resolve this issue. I have taken care of the floors to manufacture specifications.  In addition, i am a caregiver for my father.  I had to relocate him here in 2022 due to health issues. The majority of this time I was in *****  He was in the hospital and the rehab.  He was here 1 week, and we returned to the hospital and continued rehab.  My point is I was not even home majority of time.  When he finally came home, a wheelchair was ordered to help him at the table to eat meals.  It stays stationary does not move at all through the home.  He can and does walk on his own.  Including also I have a no shoe policy, take your shoes off at the door.

  The company did respond again via email from ********* T on or about 1/16/2025.  The offer was for another product, I believe Alliance and *******.  Also, stated the damage occurred over time.  The damage is the planks, and it is different areas of the kitchen and hallway from the initial complaint in 2022.  They mention use of a wheelchair for my father.  I answered this question on the form I filled out when I first reported the damages. He does have one.  However, it sits at the end of our eat in kitchen and is not wheeled through the house.  It only provides him additional height at the table when he eats his meals.
  
  
  

  

  Business response

  01/22/2025

  We appreciate the customer contacting us regarding their concerns.

  We provide a one (1) year limited workmanship and servicing warranty, in addition to the product warranty from the manufacturer. The customer was installed on March 3, 2021 and the  workmanship warranty expired on March 11, 2022.
  When the customer reported damage to the kitchen floor on December 12, 2023, we provided a quote for repair and the customer declined. The customer reported additional ******************** concerns on September 17, 2024 and agreed to the paid assessment.

  A claim was submitted under the product warranty but the claim was denied by the manufacturer on October 21, 2024.  The customer did not accept the denial and submitted additional pictures and we filed a second claim.  The second claim was denied.

  We provided a quote to replace the flooring and recommended changing to a glued down LVP due to the wheelchair in the home.  The customer declined and continued to dispute the denial.

  We explained to the customer that they could have a certified inspection done at their cost and submit the report for review.

  We hope the customer will reconsider so we may amicably resolve this matter.

  Customer response

  01/22/2025

   
  Complaint: 22837443
  
  I am rejecting this response because:

  The information provided is incorrect as to a few issues:

  The following is a copy of the email to ***** *. who began the process of the complaint it restates issues and concerns I was having with the Planks.  Read the following:
  
  I had supplied this information back in December of 2023.  However, I will submit photos again.  I reached out to the list of outside contractors with no response per our last conversation in 2023.  The floor is having multi-issues now progressing, primarily in kitchen and hallway, as I had indicated at that time.   
   The initial call in 2023 was 1 plank cracked close to the island in kitchen.  2 planks are splintered in kitchen.  1 plank in hallway corner curl. 
  
  The 4 questions below are as follows:
  
  Mild soap and water/mop
  Yes, we have a pet 1
  We do have a wheelchair.  However, it only sits at the table to give my father additional height when sitting.  He is able to walk and uses a ******.  The wheelchair sits on carpet. 
  The temp is between 75 78 degrees
  
  I would appreciate if you could make an appointment to have your licensed installer look at the floor is it the fault of product or is it installation and we can go from there.  My expectation is that flooring should last more my than 3 years.  I purchased the Aqua Defense product based on quality, longevity, durable, and warranty.  I hope you can understand that if it was in your home how would you feel.  We had no issues with our previous flooring which was ceramic tile.  My concern is if this is faulty product why would I want this in my home.  
  
  
  
  Sincerely,
  
  ******** ******

   

  2.  I agreed for the Inspector to come out which he did at a charge of 200.00.  He immediately could see the issues and agreed it was the planks.

  3.  The claim was denied.  I requested it to be resubmitted.  It comes back denied.  You send out another inspector.  Ask for additional photos again, in which I submitted. Denied again.

  4.  On both occasions I requested copies of the inspections and communication as to the reasons.

  5.  The product Aqua Defense has a limited Lifetime Warranty.  The structure and integrity of the product is not holding up, by no fault of mine.  The Kitchen and hallway are the main areas of concerns.  This is primarily where the issues are.  

  

  Business response

  01/22/2025

  We have already provided an assessment and submitted a claim under the product warranty, which was declined twice.  The damage is not covered under the product warranty and the labor warranty is expired.  The replacement of the flooring would be a cost to the customer at this time.

  The customer can submit a certified inspection report if they do not agree with ours and the manufacturers findings.

  Customer response

  01/23/2025

   
  Complaint: 22837443
  
  I am rejecting this response because this issued as discussed before began in December in 2022 with your company at the time ***** ******.  I have worked diligently to have this resolved. The reasons supplied by the manufacture are not correct to the issues going on with the floor.  1. Nothing was dropped on floor to create the cracks in the planks. 2 The area too small and 3.The wheelchair that sits stationary at the dining table for my father to have a specific height for his meals.

  Also, you recently offered a product to replace the floors with by the name of Alliance that would be a better suited for my father's wheelchair.  Again, I state the wheelchair at no time is wheeled through the home. He can walk.  Today I asked ********* via email to send me information on this product.  I decline this product because it is a commercial grade and this is residential install. in addition, the product is a glue down adhesion.  I do not want that in my home.  If there were to be any kind to plumbing issues this would be difficult to remove and replace.  This particular product I don't believe would work for me.

   I don't believe i should have to pay again for the product again. I believe it is correct that my paid fee of ****** for those inspectors or assessment should be shared with me.  I have met with 2 Licensed contractors today1/25/2025 and both agreed on the findings.  However, to keep in compliance I have an appointment with Licensed State Inspector of Florida and will forward the report to you upon the results.

  Th floor should be replaced at your expense not mine.  
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  01/19/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Salesperson specified that contract price is all inclusive, and did not even break apart the separate rooms for a flooring project across 4 rooms. I specifically asked about floor leveling, as that was the primary reason I needed new flooring, and he showed me a specific contract line item that says "Flatten floor greater than 1/8 inch" - I asked several times, and he assured me that it's all inclusive, and that I would be able to cancel for a refund of deposit if anything goes wrong. He even said he wouldn't quote a 5th room because it may require work outside of their scope to avoid surprises. The total contract was $4000 with a down payment of $490 charged on my credit card.When workers came on the scheduled appointment a week later, they said they needed to charge for flattening the floor, and initially quoted me $1200 which they reduced to around $750, in addition to the original $4000, which brings the project to $4750 and is out of my budget.I called to cancel the contract and they said it didn't matter when the workers came, the cancelation window is only 2 days from signing with salesperson, and that the flattening wasn't included because it's "more than what they usually deal with" (despite the contract stating flattening as mentioned). Support person said he would cancel but the entire deposit would be gone and my only options are either to pay the $750 extra or lose the deposit.This is not ok, as I called right as I was informed of the additional undisclosed charges, and the sales person booked the workers after the stated cancelation window. Again, my contract states flattening as included.I would like to cancel my contract and receive my full deposit back. No work has been done at all beyond a salesperson coming, and workers spending 5 minuts to tell me about the charge, and this has been a frustrating experience of being on hold for a long time for nothing.

  

  Business response

  01/21/2025

  We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer,and they have exercised their right to cancel the contract. We have cancelled the contract per their request and have refunded their deposit. We appreciate the customers feedback and consider this matter resolved.

  Customer response

  01/22/2025

   
  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,
  
  ***** Sa

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unhappy with quality of flooring that goes against everything advertized. Have tried multiple times over the past year to get some help replacing the floors. Spoke to multiple people at the company and after sending photos and description about issues they stop responding. They tell me that I have to pay $250 for someone to come look at the floor. Unable to come to a resolution since each person we speak to stops responding and then next time I call they connect me with someone new. I have much more proof but website will not allow me to upload large files.

  

  Business response

  02/04/2025

  We appreciate the customer reaching out with their concerns.

  We provide a one (1) year labor warranty, in addition to the product warranty from the manufacturer. The customer's vinyl plank ******************** was installed in October 2023. To address the customer's concerns, a claim was submitted to the flooring manufacturer on behalf of the customer. The manufacturer denied the claim and cited site-related damage and improper maintenance, which are not provided for under warranty. We are happy to provide a discounted quote to replace the damaged areas.

  We apologize for any inconvenience to the customer and thank them for their feedback about their experience.

   

  Customer response

  02/05/2025

   
  Complaint: 22821093
  
  I am rejecting this response because: there has been zero site related damage or improper maintenance that caused discoloration, curling of boards, or scratches. The floor is very well taken care of and only cleaned the way Empire recommended. The company advertises that the floor has a scratch resistant layer but scratches with brand new rubber soles shoes walking on them. The discoloration is a product issue. And the curling of the boards is also a product and quality issue. I refuse to accept the companies lack of accountability and need a refund. The complaints we made to the company started 1-2 days after install so stop trying to say you only cover 1 year when you know weve been fighting this with you for over a year. Take responsibility and own up to the terrible flooring youre selling! 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had empire today install flooring in our house. They installed laminate and carpet. A laminate piece has came up due to faulty work of empire. We first contacted them to get this repaired. They made a service request and contacted us once without getting a hold of us so they canceled our service request without our knowledge. Then we submitted another service request. One person called, the phone rang twice then they hung up. We have tried multiple times to get in contact with anyone and all we get is transferred another person who never returns our calls. I have sent multiple emails including pictures of the piece that needs repaired, even though they claim I have not. I have left multiple voicemails and nobody on their customer service staff seems to know whats going on and says this is not their normal way of doing business. I am getting extremely frustrated because I have a piece in my house that is damaged due to their poor negligence, since the piece is no longer attached our robot vacuum cannot even sweep without it coming off which is since their installers did the work poorly and they seem to not want to make it right. This is going on almost 3 weeks of trying to attempt to somebody on the phone to come out and look at the damage and repair it but it seems like they just try to not acknowledge it so they dont have to do any of the work to repair their crappy workmanship. Plus theyre 25 year warranty is a complete lie if its taken me this long for just a single piece, I want to make sure that nobody else gets hassle from them like we did. They show no remorse and act like its our fault that they havent been able to contact us because they call once and it rings twice and then they hang up and weve also asked them to call at certain times because we work and we cant always pick up the phone while were at work this company is horrible and needs to be punished in some type of way so that they can stop making their customers pay for their actions.

  

  Business response

  01/28/2025

  We appreciate the customer reaching out to share their experience.

  Service was completed on Saturday, January 25th. 

  We apologize for the customer's inconvenience and thank them for the opportunity to address this matter.

  Customer response

  01/28/2025

   
  Complaint: 22818427
  
  I am rejecting this response because:
  No apology was made to myself or my husband from the company until just receiving this response. I spent many hours of my time on the phone trying to get someone to come out to fix something that was done poorly. Then they cancelled an appointment that they made due to not having the material, even though they had enough time to secure the material or just scheduled me on a day knowing they didnt have it. No contact was made when they cancelled it, I just received a email of a new day and time that they picked. They are horrible at communication and do not care at all about their customers. They also send out people that do not speak our language and we have to go through translator software just to have a basic sentence said to them. I believe an attempt to apologize WITH compensation should be sent as all they did was come out and fix what they didnt do correctly only when I contacted BBB. ******** customer service and apparently workmanship service and quality of their product. Would never recommend to anyone I know. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  02/03/2025

  We sincerely apologize for any further inconvenience and have reached out to the customer to discuss their experience further. 

  We thank the customer for their feedback.

  Customer response

  02/03/2025

   
  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

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid $20,000 for a new floor last year. We had a poor install as the floor is coming up. We have called dozens of times in an attempt to get someone to come out and repair. They tell each call a Manager will call in 1-3 days. They never call.

  

  Business response

  01/31/2025

  We appreciate the customer contacting us regarding their concerns.

  We have contacted the customer and scheduled service on February 3, 2025. We will follow up with the customer after the service to ensure satisfaction.

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

*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. ↩