Complaints

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.

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 recently purchased and had installed, a *** Log set from Prince *** **** *******, **. I became aware that the company that manufactured the unit,Empire Comfort Systems, **********, **, deferred to dealers to provide the support for their products. I also became aware that I had misgivings about the Log set. It's been more than 2 weeks since my 1st call to get support. The salesperson is not returning my ******** complaints are as such: No support, noisy sputtering pilot, no adjuster on pilot, low flame on main burner also unadjustable, scratch(es) left on face of burner panel from install. This unit was purchased for a Bedroom, it's their smallest Log set and burner, a ****** btu, so the noisy pilot was not acceptable. I can afford to take a $900 loss, put the logs into storage and out of my sight, but I can also register a hearty BEEF about some really shabby business practices.

  

  Business Response

  Date: 03/11/2025

  I need more information on the unit.  What is the part # and serial #.  Where was it purchased from?  Empire is the manufacturer.  Each of our dealers do provide service for our units.  We do not have any data showing this customer has called into **********************.  Our technical representatives normally speak to the installers and dealers while they are on site so they can trouble shoot the situation together.  It takes certain tools and trained tech's to trouble shoot the product.  This is why the dealers and distributors who sell our product are the ones who perform maintenance on the product and diagnose the problems.  We are more than happy to talk with this customer, but in order to diagnose the problem, we will need the dealer/installer on site.

  Customer Answer

  Date: 03/12/2025

  Complaint: 23048985
  
  I have reviewed the business' response and am rejecting it because:

  They claim I have not contacted them. I'm including the e-mail thread containing all the

  correspondence to and from Empire Comfort Systems, Belleville, *** 
  
  
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 03/12/2025

  Here is requested information: 

  Part # (Model): VFDR18LBW10P-4

  Serial #: *********

  Sold and Installed by: Prince *** **** *******, SC     29356

  Manufacturer: Empire Comfort Systems

  

  Business Response

  Date: 03/13/2025

  I do not see an update after my response.  I tried calling **** at the phone number provided and received his voicemail to return my call.

   

  Thanks

  *******

  Customer Answer

  Date: 03/14/2025

  Complaint: 23048985
  
  I have reviewed the business' response and am rejecting it because: ************ relies on the companies that do the installs to handle issues yet those companies do not offer any support. 
  
  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/17/2025

  I reached out to the distributor who we sold the unit to **************  ************** is saying that they have reached out to the homeowner on this issue multiple times and sent out a service truck in hopes they would catch them at home.  They are not having any luck getting a response.  ************** is the company we need out there to troubleshoot the product. Can the homeowner please call ************** so we can get this issue settled?

   

  Thanks
  *******

  Customer Answer

  Date: 03/17/2025

  These communications come from Empire Comfort Systems. Prince *** has my phone number to TEXT. I will 
  not speak by phone to them, or Empire. Text me and I will respond: ************. I need no further clarification
  of my complaint than what I've stated already, through email threads, and have presented to everyone involved.

  Customer Answer

  Date: 03/27/2025

  Thank you to BBB for your assistance. The seller has finally offered to refund our purchase price of the Gas Log set, and pick up the unit.
  That was the result we were hoping for, but also hope the parties not responsible for any of our problems, understand our complaint as
  detailed. Thanks Again - **** *******

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a BF30W-1LPG and it is bad right out of the box. I have 13 inches water column at the heater. The heater will come on and off a few times just fine and then randomly will make a sound like a shotgun going off and start filling my house with gas and making a screaming noise. I have replaced it with a good unit. It is a dangerous piece of garbage that I dont feel safe having in my home even if it can be repaired. I thought I was getting the best of the best and this unit is just as bad as the junk you get at Lowes for $279. I purchased an LP unit and I have ****** at my house. This is not the issue.

  

  Business Response

  Date: 01/15/2025

  We apologize for the issue you have had with your unit?  Did you contact the company you purchased it from?  As the manufacturer, we do not sell direct. You will need to contact your dealer or the company you purchased the unit from to discuss a return with them.  We do not have any records that we have spoken to you on this unit. Without a serial number, we are unable to review if a case has been entered in regards to this situation.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a new Empire ****** vented heater, ****** BTU with log kit and fan on 10/9/2024 from ********************, ******************************************, ph ************, for $1861.82, check #****. ************** is a local dealer for Empire Heating Systems. We immediately mailed in our warranty card. We had the heater for approximately 2 1/2 weeks when the tempered glass, for no apparent reason, cracked on the left side about 8 inches. The glass separated, leaving an opening approximately 3 inches long by approximately 1/4 inch wide. We are concerned that the opening may be releasing small amounts of carbon monoxide into our living space. This heater is the main heat source for the whole front of our home, the area where we spend the majority of our time. We called ************** on 10/28/2024 to report the cracked glass and our concerns because there is no way to contact Empire Heating directly. Solaire contacted a representative at Empire Heating and was told the glass would be shipped to ******* on either 11/1 or 11/4. On 11/5 we contacted Solaire again and were told the replacement glass is now on back order and will not be shipped for 3-5 weeks. After contacting our Empire dealer, this solution is not satisfactory. Clearly, the issue does not, in any way, lie with the dealer Solaire. This is a flaw with the manufacturer Empire and the glass they are using. The solution we are requesting is a replacement glass system, properly tempered to withstand the heat, immediately, not 3-5 weeks from now, to prevent any possible carbon monoxide exposure secondary to gas seepage through the crack. Thank you for your attention to this matter. **** and ***** ***** November 6, 2024

  

  Business Response

  Date: 12/02/2024

  Our Tech Supervisor reached out and we are approving a return of the unit. We are unable to replace the broken glass for 3-5 weeks.  The case number for the approval is *****.

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ************************************ will not pay for the labor to replace a defective, and hazardous part still under warranty. Please see uploaded "letter to BBB.odt" for more details.Thank you. ***************************

  

  Business Response

  Date: 06/13/2024

  I spoke with ******* on multiple occasions in regards to his issue.  I talked to the dealer and ******* is stating that Empire won't pay for the part.  We did send the part at no charge.  The $345 is from labor and we do not pay labor on RH's. ******* has been made aware of this.  Empire did follow their policy for the warranty.

• Initial Complaint

  Date:03/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a wall mounted propane unit heater. The unit started to give off a gas smell. After troubleshooting Ive found that empire is installing defective gas valves on their units. Tech support said this is a common problem. This unit was installed in a childrens playroom which could have caused serious harm or loss of life. Empire overlooks the severity of this issue and wants now accountability

  

  Business Response

  Date: 04/02/2024

  Please provide the serial # of the unit you have.  Also, can you provide the name of the person you talked to in tech in regards to this problem to help further investigate the situation.

   

  Thanks

  *******

  

  Business Response

  Date: 04/02/2024

  I did listen to the call between **** and our tech. Our tech never mentioned that the valves being defective is a common problem. When **** called, he initially asked for labor to be covered.  Our tech explained that we do not offer labor on this unit, but we can replace the valve at no charge.  **** said he already has the valve.  We said we could credit the dealer or distributor for the valve.  **** said that this unit was installed in December 2023 and the valve was leaking within in month. That would have been in January of 2024.  The call to Empire was on March 28,2024.  We were contacted 2 months after the issue had been found with the valve.  We did stand behind the product by offering a replacement valve at no charge according to our policy. If a return is what is requested, the homeowner will need to work with the dealer.  I am not sure what the dealers return policy is. .

  Thanks

  *******

  Customer Answer

  Date: 04/10/2024

  Hello my name is ***********************. The serial number for the ********************** unit heater is *********. Thanks

  
  

  

  Business Response

  Date: 04/11/2024

  I sent a message in regards to this case back in March.  We did listen to the phone call between **** and our tech.  The tech never mentioned that the valves were defective and that is was a common problem. We did stand behind our product by following the policy, we did not charge the consumer for the replacement valve. If **** is requesting a refund/return on the unit, he will need to get in contact with the place he purchased it from.  I am not sure what their return policy is.

  Customer Answer

  Date: 04/12/2024

  Complaint: 21499402
  
  I am rejecting this response because:
  
   the technician stated the vents on the gas valves tend to leak and sent out a replacement valve. The replacement gas valve is not enough in this situation considering hazard this posed, the multiple trips I had to make and the negative reflection this caused on my business.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/17/2024

  Please refer to our warranty policy.  We have a one year warranty on the valve.  Should the valve fail within one year from date of purchase, Empire will repair or replace at Empire's option.  Empire did follow their policy and replace the valve.  If you want to return the unit, you will need to contact the dealer from where it was purchased.  I am not aware of their return policy, but Empire did follow their policy,  I attached the copy of the warranty page from the manual to this communication.  

  Customer Answer

  Date: 04/18/2024

  Complaint: 21499402
  
  I am rejecting this response because:
  The issue has no been rectified 
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Have a ventless gas fireplace from this manufacturer and they refuse to support their product. Smoke detector turns on when unit is on and they refuse to speak to the homeowner and are requesting a qualified installer call them. This unit was installed when the home was purchased and that information isn't available.

  

  Business Response

  Date: 03/26/2024

  Empire does not have any record of ****** calling.  We are unaware of this issue.  Can you please give me who you spoke to at Empire Comfort Systems?  Also, we recommend you calling your dealer because there is information they can supply our tech department that is needed to troubleshoot.  I do not have the model number or serial number either.  Please provide more information and have the dealer contact the tech team at Empire Comfort Systems to troubleshoot the problem and we can offer a solution.

  Customer Answer

  Date: 03/26/2024

  I have attached the information about the unit I have. I dont recall the persons name of whom I spoke with but the number I called was ************. I wish I could contact the dealer but unfortunately this unit was installed when I bought the house. 

  Customer Answer

  Date: 03/26/2024

  I have attached the information about the unit I have. I dont recall the persons name of whom I spoke with but the number I called was ************. I wish I could contact the dealer but unfortunately this unit was installed when I bought the house. 

  Customer Answer

  Date: 04/02/2024

  I responded to the businesss response. I said that I contacted the business and a woman answered and told me they wouldnt speak to me and asked me to contact the reseller I used. The home came with this product and I dont know then reseller. The company should offer support for their products and unfortunately they did not.

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a propane vented heater from fireplace.com on October 9th, 2023. The unit worked for apx 2 weeks and then shut down. EFireplace forced me to contact the supplier (Empire) directly to have a diagnosis with my HVAC tech and they decided send a replacement part. This had us out of our home for over a week staying in a hotel. The new part was installed and worked for a month and it broke down again, this time resulting in frozen and bursted pipes flooding our basement. They again took an egregious amount of time to ship the new part and was displaced from my home for over 2 weeks. I demanded they refund me but they denied. I've currently been displaced from my home for 50 days and the issue is not resolved, I have no heat, and I've had to pay over $5,000 in plumbing repair and hotel costs. They refused all of my requests. I would like to be refunded for the unit as well as the plumbing costs $1,500 and as a sign of good gesture I will eat the hotel costs.

  

  Business Response

  Date: 03/08/2024

  Good morning,

  In our review and my conversation with ********, we have agreed to credit ******** for the unit itself.  I have attached our warranty policy and what we will cover.  We are going above this and crediting him for the full unit.  We were not notified on this incident until February 1st of 2024. We responded back to the email the very next day, February 2nd. On February 5th, ******** responded asking where we were on this case.  We let him know on February 6th that we were working on the case and asked for the installers contact information and also a number we could contact ******** on.  His response was that this is poor service and why aren't we escalating.  His response was that he keeps consistent work hours and could not take calls.  We were providing a quality level of service with having consistent contact with **************** from the time he sent us an email.  We had several people involved on this case, plus, our tech rep contacted him after work hours to discuss a solution. After I spoke with *****, the company he had come out and check the unit, we explained to ******** that the module replacement is all that we are responsible for, but we are going above that and offering to replace his unit with a millivolt option.  The millivolt was the correct option for his application.  We do not believe he had the correct until for his application.  ***** also explained this to ******** through our discussion with *****.  We contacted the place to see if they had the millivolt in stock to send him a replacement.  On Friday, February 16th, he said this has taken 43 days.  We were first contacted on February 1st.  We heard back from ***** at E-Fireplace that day, February 16th, and Empire was accepting the return and E-Fireplace would replace the unit with the millivolt option.  ******** came back to me on Monday, February 19th that he would like a refund if E-Fireplace could not ship it that day. I asked ******** if he was in contact with E-Fireplace and he said they were not being clear on dates and times.  He asked to put this to an end and provide a refund.  I am not sure what E-Fireplace's policy is as we are the manufacturer, but we credited the distributor who purchased this unit so ******** can receive a refund for the unit.  The credit to the distributor was for $1,067.87.  

  I have attached our warranty policy for your reference.  We believe we gave fair options out of our warranty policy to solve ********** situation.  

• Initial Complaint

  Date:02/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am 76 years old, and my income is 30% below the poverty line. So I must be very careful about my budget. I did a lot of research before I purchased a natural gas wall unit with a blower and a thermost, model no empdv210sgxnatdv210sg from *************, ***********, ** in January 2020. I paid $700 for it. Since then, every February the powerpal goes out. In 2021, 2022, 2023 and 2024, I have had to pay $100 to have a powerpal installed. I do not light it until December. I have called Empire multiple times to ask if the unit has been recalled, but they decline to answer my question or assist me in any manner as I am "not a licensed agent". One tech indicated the unit might need a heat shield. It is outrageous that it goes out after 3 months of use every year. I registered it with Empire. I would like them to respond in writing to my concerns; specifically saying whether the unit has been recalled, adn whether they will replace it, or reimburse me for repairs. Thank you.

  

  Business Response

  Date: 02/28/2024

  Good morning,

  In order to investigate this issue further, I need more information.  Please provide the serial # and the model # of the unit in question.

   

  Thanks

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

  Customer Answer

  Date: 02/28/2024

   

  1/28/2024     The Model number is:  dv210sgxnat1    The Serial number is: **********      Please contact me again if you need any further information. Thank you, ***********************

  

  Business Response

  Date: 02/29/2024

  I just reviewed the case log for this unit.  We approved a unit to be returned and a replacement in February of 2020, with Home Solutions.  Is that whom you purchased this unit from?  Was the *** and replacement ever completed or does ***** still have the original unit?

  Customer Answer

  Date: 02/29/2024

  I purchased the unit on 1/02/2020 at Valley Supply.  I, of course, had NO issues with the 1st 30 days like Empires response is indicating.   I was NEVER contacted by Empire regarding any replacement unit. When the problems did start with the Power Pal I tried repeatedly to contact a person at Empire & was told because I was 'just an individual' no one could talk to me.....  

  

  Business Response

  Date: 03/08/2024

  We did approve this unit to be returned in 2020.  Has the original unit been returned?  If not, this has been approved to be returned.  The case # was ******.

  Customer Answer

  Date: 03/12/2024

  At the request of a BBB agent I just mailed a copy of my original bill of sale & product registration to **************************************. *****. As you will be able to see the unit (EMP DV-210SGXNAT DV-210 SG), that is causing the PowerPal to stop working after approx 3 months of use, every year, was purchased on 1/02/2020. 

  I am asking for some answers on why this is happening. This unit is costing me approx. $100. (replacement+ labor) per year to allow me to have heat. Thank you, ***********************

  Customer Answer

  Date: 03/21/2024

  This info is for the Better Business Bureau - What are you talking about?! I have replied to Every email that you sent to me the day I received it. I have tried to call your office repeatedly - today on hold 1 1/2 hours before I hung up.  You ask that I send you a copy of my original purchase invoice - which I did & a copy of my heater registration. You have 'closed' my complaint 3 times!!!  Empire has Never contacted me. I am trying to find out if the unit I purchases is a recall or if it is perhaps missing a heat shield (both suggestions from repairmen) PLEASE HELP!!!

   

  Customer Answer

  Date: 03/21/2024

  Could someone please call me regarding this issue due to the message being left from the business and my receipts are not adding up.  I would greatly appreciate someone to contact me directly from the business. 

  

  Business Response

  Date: 03/22/2024

  We already approved this return.  ***** needs to get in touch with her dealer where she purchased this unit.  The case # to provide for the return is 288356.  This return was approved in 2020.  Other than this, I am not sure what else ***** is expecting of us since we approved the return.

  
  *******

  Customer Answer

  Date: 03/26/2024

  Complaint: 21271483
  
  I am rejecting this response because: I need additional information. Valley Supply where I purchased the unit is out of business. The company who took over for them is ********* supply. They do not handle Empire heaters. He suggested to contact Empire to find a dealer in my area. As Empire won't talk to me when I call I need to go thru BBB to, hopefully, get this info. 

  I live in *********** with *********** WV being the closest place I could drive to find a replacement heater.  Please send the info I need with a dealers name. Thank you
  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/02/2024

  *****,

  We approved the return years ago.  Since your dealer is not in business anymore, we would then bring the unit back to Empire and you would receive a credit through the return.  I am confused by the statement above as to what you want to do. Please let me know the details of being able to return this unit and we can have it picked up by a carrier.

  Customer Answer

  Date: 04/04/2024

  Hello, thank you for responding. I have some questions:

  1 - The unit is currently in use, as I just replaced the Power Pal 2 months ago, again.  May I wait until the cold season has passed to return the unit? (It is the only source of heat in the room)

  2 - You mentioned a credit - what is the dollar value?

  3 - And when you notify a carrier to pick up the unit will you be sending me a paid return label?

  Thank you, ***********************

  Customer Answer

  Date: 04/05/2024

  To Empire: Please understand that I Really like your wall heater, when it works. My whole problem with it is that it "***** out" the power pal after approx 3 months of use every year. Causing me to spend $100. + to make it operate again. I know that is not normal.  I am 76, on a very limited income & really need this heater.  Please help me. Thank you, ***********************

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In the fall of 2022 I had a local company install two propane wall mounted heating units. One of the units was making a very loud popping sound and unusually loud cracking sounds, much louder then the normal metal expansion and contraction. After complaining to the installation company, they told me that they contacted Empire and were told that there is no issue. This turns out to be false and I will file a separate complaint about the installation company from ******** ** (*********************************). On January 25. 2023 I contacted Empire directly by email, and they responded the issue is known to them and proposed a solution. The parts were supposed to be shipped to Service Plus. To this date this has not happened after numerous attempts to both companies.

  

  Business Response

  Date: 05/17/2023

  The customer was sent the attached information showing that the product has shipped and it has been delivered.  We provided the individuals name with who signed for it.

   

  Thanks
  *******

  Customer Answer

  Date: 05/25/2023

  The Empire has contacted me and sent the part to the Service Plus in ********. Service Plus has refused to finish the job. The Empire informed me that they found a company that can finish the job (install the part and repair the unit. Im still waiting for Serbvice Plus to mail me the part they received from Empire. Also waiting for Empire to confirm when the job will be done and by whom.

  Customer Answer

  Date: 10/03/2023

  10/3/23 JA - Called the consumer and he confirmed that the issue has been resolved with Empire Comfort Systems.

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  ******* **** fireplace) arrived on 12/13/22 and was installed the same day. ******* worked for a few weeks. Sometime between 1/6/23 and 1/8/23 the unit stopped working. I contacted Brandster 1/9/23 and they informed me I needed to contact a certified installer to inspect the product to determine why the product is not working. I contacted Accurate Mechanical (certified fireplace installer), on 1/11/23 Accurate Mechanical replaced the pilot assembly, they determined the product needed a new gas valve. I also paid for the diagnosis and repair ($153.43). I contacted *********, informed them of the additional part needed and the cost of the diagnosis. ********* informed me they would contact the Manufacturer (Empire) to request the part and determine if they (Empire) would pay for the Accurate Mechanicals repair of ($153.48). On 2/2/23 I received the new valve and contacted ********* regarding the labor cost for the valve installation. On 2/8/23, ********* informed me labor is not covered by the manufacturer or distributor, it is a customer responsibility per the warranty policy. Empire (manufacturer) doesnt have any available literature defining their warranty ******************************************************** and Brandster website only says they help with the manufacturers warranty. Brandster informed me I could use any licensed heating and ******* company for diagnosis and repairs since they are only a distributor.

  

  Business Response

  Date: 05/16/2023

  Dear *******,

  We will be contacting you directly on this issue.  One of our tech representatives will be needing additional information in order to understand how we proceed.

  Thanks

  *******

  Customer Answer

  Date: 05/24/2023

  The company sent me an email asking for more information which I provided. There is no resolution or response from the company on their defective product. This complaint should not be closed by the BBB as nothing has been offered to me the customer

  Customer Answer

  Date: 10/03/2023

  10/3/23 JA - Called consumer and left a voicemail letting her know the complaint had been assigned to mediation and requesting a call back.

  10/12/23 JA - Emailed consumer about complaint being assigned to mediation. Waiting for a follow up  call or email.

  10/13/23 JA - Consumer responded to email, confirmed the issue was resolved and the complaint could be closed.

  

  Business Response

  Date: 10/03/2023

  10/13/23 JA - The business was not contacted due to the consumer confirming the issue was resolved and the complaint could be closed.