Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The molding that was installed has separated. Due to the expansion of the flooring. The molding must habeen cracked and now the separation is visibly noticeable. I want itrepaired

  

  Business response

  02/11/2025

  We appreciate the customer contacting us regarding their concerns.

  As a goodwill gesture we will replace one piece of the quarter round at no charge to the customer.

  The repair is scheduled for Tuesday, February 18, 2025.

  Customer response

  02/11/2025

   
  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

  01/31/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing Empire to advise of my dissatisfaction of Empire for their refusal to write a letter that stated the condition of my flooring before they ripped out the current flooring. Both the sales *** and installer assured me that Empire would write said letter, and to contact customer service. **************** is now refusing to write this letter and I feel I was lied to in order to get the sale. I was assured by 2 members of the company that Empire could write said letter for me. I am now contacting the BBB to resolve. See PDF letter attached in regards to my complaint.

  

  Business response

  02/12/2025

  We appreciate the customer contacting us regarding their concerns.  We have reviewed the customer request and were able to provide her with acceptable documentation. This matter is resolved. 

  Customer response

  02/12/2025

   
  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

  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

  Contract was signed on 11/20/2024 and work was to begin on 11/23/2024 and work was to be completed in one day. Received call that materials were not in and work would begin on 11/30/2024. Once again received call that materials were not in. On 12/3/2024 a **************** Representative came to my home with samples so we could pick another tile. Work now to be done on 12/7/2024. Contractors arrived and were not sure if they needed to tear up the floor, I confirmed they were. He spoke broken English I did not realize that they didn't speak any English which was the main problem. Work not completed on that day so the contractor returned on 12/8/2024. On 12//7/2024 the contractor handed me his phone, there was a very rude woman on the other line and informed me that the floor in main bathroom needed plywood to the tune of $500. I refused as plywood was not necessary. At no time was plywood mentioned in the 1/2 bathroom where needed. After the contractors left I was told I needed a plumber as the toilet ****** was too high. The vanity in the 1/2 bath was not level, as I looked closer it was not attached to the wall, the sink where securing in required is broken and the bolt on the other side is stripped. In the main bath the toilet had to be reset as it was leaking. The black tile glue was all over walls and doors. It has permanently stained the new tile floor. I have paid $541 for the plumber to reset the toilet that the contractors improperly set and fix the piping in the half bath and set the toilet. The contractor also damaged the kickplate to the main vanity. I have requested an itemized list of charges and told they would be sent but have not received. Have talked to 2 Representatives several times, been told they will call me back and receive no call nor do I get answers when I call them. I think it is unfair that I pay them to do a job and then have to pay someone else to complete the work or fix what they broke. No explanation of $370 credit

  

  Business response

  02/04/2025

  We appreciate the customer reaching out with their concerns.

  We have provided a refund for the cost of the plumbing work that was needed. The discoloration of the flooring will be addressed under warranty at the customer's convenience.

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

  Customer response

  02/06/2025

   
  Complaint: 22823004
  
  I am rejecting this response because:  I was not told that the stains were covered under the warranty, I was told that in time the stains would fade away.  Also I never received an itemized list of prices that were charged to me.  I was told this was not possible.  To add I received another "Accept Contract Changes" yesterday still listing the luan that is not used for ceramic tile and the toilet kit.  I will not accept any contract that does not have itemized prices listed. 
  
  Sincerely,
  
  ********* ****

  

  Business response

  02/12/2025

  We provide an all-inclusive price estimate complete with all the commonly upcharged items required for a flooring installation. Customers know the full project price during the free in-home appointment, upfront before any installation work begins. The customer was provided a copy of the contract by email following their sales consultation.
  
  The refunds for the luon, removing the toilet and the plumbing work have all been processed and receipts for these refunds have been emailed to the customer for their records.
  
  The staining that the customer advised was caused by the installation crew will be covered under warranty and we are happy to schedule service at the customer's convenience.
  
  We look forward to hearing back from the customer and resolving this matter amicably. 

  Customer response

  02/13/2025

   
  Complaint: 22823004
  
  I am rejecting this response because:  This e-mail was sent to company representative. 

  As per our conversations in the past I am not disputing the refunds.  My initial request was for an itemized statement of all charges originally charged which I have been told is not possible.  We have also discussed having the contractors come back to remove the stains and I agreed to another contractor that I could communicate with.  Since that was not possible either if they can remove the stains if I could obtain what they use to remove them I would use it myself.  I was told that using plain water over time they would wear off.  
  
  
  That being said those were my original requests and still are.  An itemized statement of all items I was charged for and either a contractor that I can communicate with to remove the stains or what they use to remove them so I can do so. 

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

*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. ↩