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Business Profile

Appliance Sales

Empava Appliances

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 33 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/09/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Empava ************************************************************************ White with Faucet-Water Jets.Emailed the company on 30SEP2024 regarding the warranty on the above mentioned product. I am seeking support on this product. The water jets are no longer operational. This product was purchased on 30MAY2023 and the water jet feature has only been used approximately 3 times or less.I have called the company multiple times. The only time I was able to get through, the representative abruptly ended the call. The company expresses the most horrible customer service and fails to honor the manufacturing warranty.

    Business Response

    Date: 01/09/2025

    We can replace the part that is defective.

    It is still under warranty.

    Please email pictures and your order # to *************************************************************.

     

  • Initial Complaint

    Date:12/30/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The first bathtub arrived damaged and after repeated attempts by email and phone to Empava they finally sent a replacement tub. Checking online it seems these tubs have a problem with leaking and before taking this tub in the house I water tested it outside and it leaks badly from the shower hose attachment. I have made several attempts at contacting the company by email and phone again with no response and I'm left with a leaking tub that I can't install and finish our project. I have sent the plumber away twice that we contracted to install the tub and had to pay a cancellation fee. I need this situation resolved.

    Business Response

    Date: 01/02/2025

    We will send another bathtub to Mr. ******

    Customer Answer

    Date: 01/05/2025

     
    Complaint: 22718372

    I am rejecting this response because: Please water test all features of this tub before sending it. This will save both of us a lot of time, energy, and money and I wont need to pay another cancelation fee to my plumber. 

    Is someone going to contact me by email or phone to arrange delivery since Empava has not been the most trustworthy in any form of communication from past experience?

    Sincerely,

    **** ******

    Business Response

    Date: 01/06/2025

    We dont have a way to test it. You already received a free replacement unit, so would you like a refund instead? 

    Customer Answer

    Date: 01/06/2025

     
    Complaint: 22718372

    I am rejecting this response because: we received a replacement unit because the original unit was damaged and shipment and the bathtub frame was bent. The unit that arrived to us came through without any damage but when we hooked water up to the tub to test it it leaked due to faulty seals in the cold water tap and the shower attachment valve. We are looking for a tub that can arrive undamaged and also function as designed.

    Sincerely,

    **** ******

    Customer Answer

    Date: 02/05/2025

     
    Complaint: 22718372

    I am rejecting this response because: we received a replacement unit because the original unit was damaged and shipment and the bathtub frame was bent. The unit that arrived to us came through without any damage but when we hooked water up to the tub to test it it leaked due to faulty seals in the cold water tap and the shower attachment valve. We are looking for a tub that can arrive undamaged and also function as designed.

    Sincerely,

    **** ******

    Business Response

    Date: 02/05/2025

    We will send you another replacement, Mr ******

    Customer Answer

    Date: 03/11/2025

     
    Complaint: 22718372

    I am rejecting this response because:

    Hello ******* and thank you for taking my call today in regards to our issues with Empava tubs and their quality control issues and poor customer service.
    We are on bathtub #2 now that leaks. The first tub that was sent was damaged in shipping. 


    After many attempts in contacting them by phone and email, tub #2 was sent out and that one is the leaker. Several attempts to contact them were unsuccessful and that is when I got the BBB involved. After looking online the company has several complaints of quality issues and poor aftersales service.


    From previous correspondence through the BBB portal, Empava offered another tub which I rejected because they will not water test it before sending or money back which I an inclined to accept. 


    I am also stuck with 2 tubs and 2 very large pallets that they don't want back and I have tried to give to Goodwill, Habitat for Humanity, etc. and they will not take them either. I am going to have to pay for their disposal. 


    That is our current situation and this has put a stop on our bathroom remodel at this point.




    Sincerely,

    **** ******

    Business Response

    Date: 03/11/2025

    Mr ******, we have no way to water test them. 

    We can write you a check for the disposal cost if you send us a picture of the receipt

    Customer Answer

    Date: 03/12/2025

     
    Complaint: 22718372

    I am rejecting this response because: The disposal issue is secondary to the real issue of the shipping damage on the first tub and the second tub leaking.

    As far as disposal, I will use my Sawzall and cut the tubs and pallets up and throw them away in the trash a little at a time.

    I just need a tub that is guaranteed to not leak or get a refund on the tub so I can move on with this project.

    With wood subflooring in the bathroom and a bedroom in the basement below the tubs location a water leak would be a travesty.


    Sincerely,

    **** ******

    Customer Answer

    Date: 03/14/2025

     
    Complaint: 22718372

    I am rejecting this response because:The disposal issue is secondary to the real issue of the shipping damage on the first tub and the second tub leaking.


    As far as disposal, I will use my Sawzall and cut the tubs and pallets up and throw them away in the trash a little at a time.


    I just need a tub that is guaranteed to not leak or get a refund on the tub so I can move on with this project.


    With wood subflooring in the bathroom and a bedroom in the basement below the tubs location a water leak would be a travesty.


    Sincerely,

    **** ******

    Business Response

    Date: 03/14/2025

    We are happy to send you another, but we dont have the resources to test it before we do. A refund is easier. Is that acceptable for you, Mr *******

    Customer Answer

    Date: 03/18/2025

     
    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.

    At this point he refund would be a satisfactory outcome and we will search elsewhere for a tub to complete this project

    Sincerely,

    **** ******

    Customer Answer

    Date: 04/21/2025

     
    Complaint: 22718372

    I am rejecting this response because:

    I have heard nothing from Empava since 3.18 in regards to a refund for the tub. I have done my due diligence and disposed of the tubs at my cost.

    Sincerely,

    **** ******

    Business Response

    Date: 04/22/2025

    What would you like us to do, Mr. ******* There is no way Empava can open a tub and test it. 

    Customer Answer

    Date: 04/24/2025

     
    Complaint: 22718372

    I am rejecting this response because:

    We have already covered that issue if you look through the message thread. You had offered another tub which I rejected or our money back which I accepted. 

    At this point the refund is the path we would like to take as we have already purchased another brand tub and it has been installed. The other tubs have been disposed of.

    Sincerely,

    **** ******

    Business Response

    Date: 04/28/2025

    Ok, we will issue you a refund, Mr. *******

    Customer Answer

    Date: 04/29/2025

     
    Complaint: 22718372

    I am rejecting this response because: a refund would be very acceptable but I need details, this has been offered before through the many messages we've shared back and forth through this portal. I need amounts and dates and how this refund will be processed and sent to me.

    Sincerely,

    **** ******

  • Initial Complaint

    Date:12/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We built a new home and purchased many products from *****. One of the items was a $1651 tub that we purchased from Empava through Lowes. This tub is leaking and we need it fixed. It is of no use to us the way it is. I called him Empava and talk to someone who said they would be glad to help. I assumed that they were going to call me back. I have heard nothing from them since even after 12 phone calls that I have made to them, I left a message on each phone call. They are just ignoring me. I need help in fixing this problem!

    Business Response

    Date: 12/10/2024

    We will send replacement parts

  • Initial Complaint

    Date:12/03/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought a freestanding whirlpool tub from Empava through Lowes.Tub was delivered with defective drain.Attempted several times to call and email with no success. No answer when you call the single customer service number and other departments refuse to let you talk to a manager.

    Business Response

    Date: 12/03/2024

    we will replace the drain for you

    Customer Answer

    Date: 12/03/2024

     
    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. I will need all the parts shown in attached picture and I will replace them myself. Please advise on when they will contact me.

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:11/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    There is a small leak in the tub. I have the water shut off to the tub so it&#**;s not leaking right now. I would like to have it fixed.I called up a week ago and they said they would take care of it. They have not taken care of it. I would like for them to repair it.

    Business Response

    Date: 11/25/2024

    We will reimburse for the repair costs

  • Initial Complaint

    Date:11/20/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased an Empava 59" Whirlpool tub (Order #****) directly from the Empava website for $1555.28 (after tax) on October 13, 2024. The tub was delivered to my property on October 23, 2024. On October 29, 2024, my contractor showed me that that tub would be smaller than expected for the bathroom renovation and we decided that the Empava 67" Whirlpool tub would be a better fit for my needs. I subsequently reached out to Empava support via phone and email and asked what I needed to do to return Order #****. I also ordered the larger replacement tub that same day (Order #****), on October, 29, 2024. I received the following email response from ** (Empava) at 13:54 PDT on October 29, 2024: "It will need to be put on a pallet so it back be picked up. Once that is done, let me know, and I will schedule a pick up." I additionally received a phone call that day from an Empava representative at 7:19 EST confirming that the order could be returned once it was boxed and on a pallet. On November 6, 2024, I replied on the original Empava support email chain and said that the tub had been boxed up and was ready for pick up and return. I asked if it be scheduled for pick up later that same week, which would have been most convenient. I also called Empava and left a message saying the same. There was no response to either correspondence. Beginning on November 8, 2024, I have intermittently called and left voice messages and have sent a couple additional emails to inquire about this return, and there has been no response at all. Given the lack of response, I can't help but wonder if Empava is waiting until the 30-day window for returns expires and I'm unable to receive a refund. Either way, this is a very poor way to conduct business and demonstrates a significant lack of professionalism. No matter the quality of the tub, I would not want to order from this company again based on this experience.

    Business Response

    Date: 11/21/2024

    Empava will pick up the tub within the next 3 business days

    Customer Answer

    Date: 11/27/2024

     
    Complaint: 22583980

    I am rejecting this response because, despite saying that they would pick up the item in 3 business days, I have again not heard back from them regarding getting the pickup scheduled. I replied to Empava support email message on 11/21/24, confirming my address, and I requested date, time, and driver information for the pick up that they said would take place on 11/25/24. There has been no response.

    Sincerely,

    ***** ****

    Business Response

    Date: 12/02/2024

    We will schedule another attempt at picking up the tub

  • Initial Complaint

    Date:08/02/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We recently purchased an Empava 59 Inch Freestanding Whirlpool Bathtub with Center Drain. Order #****. Purchase price, $1,739.73 plus tax ($1,844.11 total). The purchase was made via a credit card in the name of my business partner, ******** (name to be provided, if requested). Upon installing the tub, filling it with water and turning on the jets, we found that there was an aggressive leak on the bottom of the tub. The water actually did damage to the floor. We initially contacted the manufacturer on July 5 via e-mail at *********************************** We finally received a response on July 9. After MUCH difficulty, we received an offer from ***** (or ****) at the Empava offices to pick up the merchandise on August 23 and reimburse the payment. This pick-up did, indeed, take place on July 23 and Empava has had the merchandise in its possession since that time. Nevertheless, we have NEVER received the refund to the credit card. We have sent numerous e-mails and made numerous phone calls to the customer service line but NO ONE answers, ever. Unless we receive the promised refund, we have no choice other than to view this as theft. We are reasonable people and are only asking for what was promised to us. The fact that there is NO communication from the manufacturer, however, makes this extremely challenging.

    Business Response

    Date: 08/13/2024

    Hi ******,

    Our finance department has just issued the remaining refund to you.   

    Please allow 2-3days to receive the money.  Thank you. 

    Customer Answer

    Date: 08/14/2024

     
    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

    Date:07/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased an Empava oven for my son on April 28,2024. It was delivered on May 3,2024.The oven stopped working on July 16,2024.I contacted Amazon and they told me that their return policy was only 30 days to contact the Empava Appliances.I have called ,emailed with no response.

    Business Response

    Date: 07/23/2024

    We can provide a free replacement. Please contact ************************************

  • Initial Complaint

    Date:06/26/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Empava is sells pricey tubs that leak if water gets inside the shower head holster, yet fails to inform customers about this potential problem. The customer service department admitted the tubs are not sealed at the bottom.

    Business Response

    Date: 06/26/2024

    The customer refused our offer for a replacement tub. We can issue a full refund to the customer.

  • Initial Complaint

    Date:05/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered from I bathtub EMPV-59JT319LED 59'' X 59''X 25''I had to go back and forth with ibath and empava after a tub was delivered damaged fought for replacment finally got them to send replacment tub which also had damage they were suppose to pick old tub which they didnt also I hired helpers to be at my house to carry upstairs and it wasnt delivered on day suppose to be told me I could sell the first damaged tub which has become impossible to get rid of even for free they did send me money to fix the crack on only one tub I spent time and money to have plumbers electricians and my contracters out here 4 times paying the workers that have come here for the first damaged tub then the days it was suppose to be picked up then the day we were told it would be delivered and it wasnt and now the day they came to put this one in and again couldnt because of damage I just had my bathroom remolded new floor put in finally got my tub installed and the heater and the jets do not work Im done paying for people to come out remove tubs destroy my new floor replumb carry upstairs and downstairs etc I now have 2 tubs one in garage no one wants and one upstairs that doesnt work Im very unhappy with the way this has all been handled and how I have to fight the company for any kind of help I want these tubs out of my home I should never have had to try and sell the damaged one and they said I could take to dump really!!! Do they know how expensive it is to hire a truck load it up and pay to get rid of this shouldnt have been my problem but got tired of fighting them even though they originally said they would pick up the first tub when delivered the second one I now have 2 damaged ones cannot get my car in garage due to tub in there I want to be refunded for what I pd for tub I want both tubs out of here I just want a tub that actually works and not damaged for the thousands I pd this is unacceptable u professional practices for a company

    Business Response

    Date: 05/28/2024

    We have already sent a free replacement tub, and covered the shipping costs of that unit. We also covered the initial repair costs that ******************** had requested. We have no say in how a customer chooses to install our products. Our tubs are freestanding, and have nothing to do with any other aspects of the bathroom or how it is constructed. 

    Customer Answer

    Date: 05/28/2024

     
    Complaint: 21762903

    I am rejecting this response because:

    I know I received a replacement that was damaged both were damaged yes you gave me money to pay for the contracters and plumbers and repair in damage

    But as I wrote this has nothing to do with installation the new tub does not work the other tub that you said I had to keep and try to sell which I cannot even give away as that is also damaged as you knew 

    of course I should t pay for the replacment nor shipping as none of this is my fault or responsibility 

    i

     


    Sincerely,

    ***************************

    Business Response

    Date: 05/29/2024

    What is the resolution you would like? 

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