Complaints for Empire Today, LLC in Northlake, IL

Complaints	Type of response
3	Making a full refund, as the consumer requested
0	Making a partial refund
44	Agreed to make an adjustment
12	Refusing to make an adjustment
7	Refuse to adjust, relying on terms of agreement
0	Unanswered

66 complaints against Empire Today, LLC

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3/28/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $3,000.00 Amount Settled: $0.00

Customer Complaint

3/1/2024

On February 12th I purchased flooring for my landing kitchen and half bath from empire today some issues but installation February 19th they came at 10:30 in the morning left at 9:30 that night again on the day of installation issues flooring was not what I purchased from the picture and sample with the salesman the installers called their boss and he informed me that the picture I saw and purchased from I would never get in my kitchen that picture is airbrushed agreeing with the floor that was in front of me and discussing the layout of it installers continued after that long day and getting up the next day to further inspect my kitchen the flooring was not to my liking at all the cove Base is sloppy not properly installed multiple issues I reached out to customer service got an email stating I should give them more information and send pictures which I did I also spoke with my salesman who has been cooperating with me I was to receive a call back Monday the 26th regarding my complaint from customer service my representative being Corey I've been attempting to call them for 4 days leaving multiple messages reaching out to my salesman to leave a message and even trying a standard customer service number without Corey's extension no one is taking my call no one is returning my call and I'm getting a recording saying the Cleveland office cannot be reached at this time my kitchen flooring is paid in full so therefore I cannot stop payment am I only option is to get it corrected. Resolution Sought My desired outcome would be agreeing on a fix to the flooring and code base a fix on just the cove Base in a different material and or definite refund.

Company Response

3/15/2024

We appreciate the customer reaching out to share their concerns. We have confirmed that the contracted flooring was installed. The customer was unhappy with the baseboard that we installed and preferred a taller one. The customer agreed to purchase baseboard to her liking and we installed this on Wednesday, March 6th. In addition to the baseboard, the customer was unhappy with the color variations in the flooring, while this is a characteristic of the contracted flooring we have agreed to replace a few planks that the customer is particularly unhappy with. We appreciate the opportunity to address this matter and look forward to a favorable outcome.

1/14/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $4,400.00 Amount Settled: $0.00

Customer Complaint

12/29/2023

On July 21, 2022 we purchased flooring for $4,000 and additional accidental damage coverage for $400 I asked if that would cover damages caused by a kitchen renovation and we were told yes it would cover any damages after install. I have had a claim in since June of 2023 with no updates. I have emailed and called just to be told my claim is being processed. Currently my claim is under a second review as I disputed the original denial in October. Resolution Sought Refund my money so I can hire a company to reduce the floors OR Fix the problem and extend my coverage.

Company Response

1/2/2024

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. We also provide an Empire Service Plan (“ESP”) that covers accidental damage as listed in the terms and conditions of the specific product installed. The flooring was installed on July 23, 2022. The customer reported buckling of the flooring on June 29, 2023, and submitted pictures for our review. After reviewing the pictures, we advised that the damage would not be covered under either warranty and there would be a cost to assess and repair the flooring. We also advise the customer that he could file an ESP claim to see if the damage would be covered under the plan. A claim was filed on July 3, 2023, and an assessment was approved under the coverage plan to collect additional information needed to process the claim. We completed the assessment on July 28, 2023, and the additional information was sent to ESP for further review. Unfortunately, the claim was denied as new cabinets were installed on top of the flooring and that is what is causing the floor to fail as it is locked into place. The spillage of water was not the cause of the failure. This type of damage is not covered under the ESP and is not covered under either warranty as the cabinet installation occurred after the flooring was installed. A floating floor must have proper expansion to allow the floor to expand and contract. Placing cabinets on top of the flooring is causing the floor to fail. We have provided the denial letter and explained the flooring will need to be replaced at a reduced cost. We would be happy to provide a quote for the replacement of the flooring upon request.

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