ComplaintsforEmpire Comfort Systems

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  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

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  04/10/2024

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

  
  

  

  Business response

  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 response

  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

  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 response

  04/18/2024

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

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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 response

  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

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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 response

  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 response

  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

  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 response

  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

  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 response

  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 response

  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

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******* **** 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

  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 response

  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 response

  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

  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.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/2/22, I put a $170. deposit down for a vent free gas log fireplace. On 4/9/22, the fireplace came to the store. I picked it up and paid the balance of $1,493.14. The soonest that I could get an installer was 5/26/22 and paid him $310.00. Of course, I didn't use the fireplace until it got cold in November 2022. IT NEVER HAS WORKED AND I NOTIFIED THE COMPANY PROMPTLY. The fireplace will light but not stay on for more than 30 seconds. Finally, on 12/9/22, I was asked to complete a form to begin the warranty claim process and did so that day. Two parts were sent to me approximately 12/20/22 and I had the installer come back out and install them for $250. I was told I would be reimbursed that amount. I have not been reimbursed and that was 2 months ago.. The fireplace still would not stay on for more than 30 seconds. Once again I promptly notified the company. I then had the gas company come to my home to check the gas line, gas pressure/flow and fireplace. The gentleman with the gas company did a thorough inspection of the gas line, gas flow/pressure and fireplace. He even took the fireplace apart and inspected it and tried to get it to stay lit. He turned around to look at me at me and said this fireplace is defective - tell the company to come get it! Once again, I promptly notified the company. I would get a different answer every time I talked to the service department. The manager of the store was no help at all and just kept telling me to call the service department. Now after 4 MONTHS of phone calls, texts, emails, more phone calls, I still have a defective fireplace that I cannot use and have spent $2,223.14!! The service department has told me I would be reimbursed, then that I can get a store credit, then that I need a new and different burner, then that they would reimburse me for a burner and labor to install, then credit. I just want a full reimbursement of $2,223.14 plus labor to remove it and this fireplace out of my house! Help!

  

  Business response

  02/20/2023

  Dear Ms. ******,

  Please provide your model and serial number of your product so we may check for records of any service call to us.

  Thank you.

  Customer response

  03/06/2023

  The serial number is ***********; the model number is ******.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As to the date of purchase this was purchased from a authorized distributor of Empire Comfort systems around September 2022. I can not find the receipt. I Purchased a **********-6 a 36” gas log ventless firebox and a *********-2 24” unvented room heater remote gas log assembly and log set as defined by their labeling. When we opened the box to start the install we did not fin a remote in the box. We moved forward to the install and on the second to last page for a one sentence statement that said “The remote is an accessory for purchase”. When we talked to the distributor they looked into it and after sometime came back and said it was a separate item. Nothing on Empires labeling suggests that at all. When I called empire I was met with nothing but arguments about how I need to “learn to read” and “this is how our customers told us to label the box”. This labeling is deceptive and misleading and now we are setting here with a unit that we “have to buy” extra stuff for. I asked for a manager and the staff told me that he didn’t want to talk to me about it or that it was a “distributor issue” “all the info is in our price book and manual. The public has no access to the price book as that is for the distributors and the manual can only be viewed after purchasing the unit and opening the box to get to it. Id like them to send a remote as I feel deceived by the labeling and for them to acknowledge a amendment to the labeling on the box outlining what the unit comes with and what additional it needs as every other manufacturer in the country does. Attached is an image of the label stating it comes with the remote assembly and it does not.

  

  Business response

  01/05/2023

  Thank you for contacting Empire.

   

  According to the manual, the remote control is shown as optional.

   

  Option model numbers are FRBC non thermostat and FRBTC thermostat remotes.

   

  Please contact your dealer to order the optional remote systems.

  Customer response

  01/12/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The manual is not provided during the purchasing of the equipmentn and can only be found inside a sealed box, there is no seller agreement between Empire and any of their distributors that requires the distributors to make the buyers aware that these items are optional.  Further the statements I made in the complaint are ones of false advertising.  The label attached clearly states the item comes with the remote.  This is a simple fix for Empire.  They can send the remote to us for the inconvenience they have caused our company and confirm that they will get with marketing and ahve them appropriately label the box to clearly identify what the items come with and what is additional.  They can also confirm that they will get with marketing and have them rewrite the label so as not to flasely advertise that their item comes with items it does not.

  
  

  This company has countless complaints against them for similar issues from quality and customer service and their responses have never been what the BBB should consider adequate.  I think its time for the BBB to take a small step and drop at least one letter raiting on Empire for litteraly never fixing their issues and not answering the direct and very specific concerns I had in the initial complaint.
  
  Sincerely,
  
  *********** *****

  

  Business response

  01/16/2023

  Please see the attached files that contain our  price book which is visible to all Empire dealers that clearly shows the remote control as an accessory on the product in question. If there was a miscommunication during the purchasing process, then this matter should be handled between the customer and dealer.

  Customer response

  01/19/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Please note that you are stating that your this material is provided to your dealers of which I am not.  I am an end user who walked into the store to buy your product that has a label that clearly states it comes with the remote assembly and the log kit.  I have provided a picture showing this in my initial complaint.  Based on your responses which avoid the labeling its clear that this label is an issue.  This material that you claim is provided to your suppliers is not made available to the public by your admission.  All I have to go by is the label.  It is common practice to print on the box or label what the items comes with and what it will need additionaly.  As admitted by the responses the only way a consumer can know more items are needed it if they look in the manual which is in a closed box and can not be viewed until it’s purchased or by your suppler divulging the information.  There was no reason for them to divulge that information as not questions by me were asked because they label clearly states the unit comes with the remote.

  
  

  This is a simple fix from a customer service stand point.  You send out the remote to me for the issues your labeling has caused free of charge to remediate the issue caused by the label and you rewrite the label to include information regarding the additional items needed and not included in the box so this issue doesn’t occur in the future.  I am not sure why your company is doing everything they can to avoid the issue at hand and not resolve this amicably.
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased gas logs from eEmpire November 2021. The logs were faulty and the company has stated this. The damage estimate was over $10,000 in smoke damage. I have been back-and-forth with this company for a year and I have multiple texts and emails stating they would contact me for a resolution. To date I have not received reimbursement for the logs or the damage. The company came and removed the logs and stated they would settle with me. That has not happened. Would like to get this resolved as they have admitted fault but have gone no further than that other than removing the logs that I have not been reimbursed for. I have multiple text that I would like to send to you but I have no idea how to upload them from my telephone.

  

  Business response

  11/13/2022

  Good afternoon,

  We at Empire apologize for the issues ******************** has experienced.

  According to our records, a settlement was offered to ******************** in the amount of $3,241 including a credit for the appliance in question that is to be facilitated through ********************' Empire dealer.

  Attached is a quote for soot cleanup provided by *********************

  There is a quote for painting of $325 that we are also willing to add to the above amount.

  At this time, ******************** has not accepted our offer which we believe to be fair.

  I have attached email correspondence from ********************' attorney demanding payment in the amount of $10,000.

  There is no documentation provided justifying a request for this amount, which we believe is excessive.

  Customer response

  11/21/2022

  I would certainly accept this offer but would also like to be reimbursed for the logs. I do not want a credit. Unfortunately, the attorney involved in this did not stay in touch, at all. I would like to get this resolved as quickly as possible. Thank you so much for all the effort involved in getting to this point. Its the most thats been done in almost a year.

  

  Business response

  11/21/2022

  ********************,

   

  Thank you. I will have my technician in charge of the case reach out to you to finalize the details.

  Customer response

  11/22/2022

  Complaint: 18387120
  
  I am rejecting this response because: The offer does not include reimbursement for the ventless gas logs in the amount of $1686.00. I am willing to settle for the cost of the logs, $350.00 for painting and  $3241.78 cleaning. This is a total of $5277.78.I do not want a credit for the logs. The logs were removed months ago with no reimbursement.This has been in limbo for almost a year. This issue needs to be resolved. I submitted two estimates for cleaning. One from ServPro and one from ***************************** I was trying to be more than fair with Evergreen by requesting the amount of ****** which the mid-point price between ServPro and ***************************** I didn't want the price to be so high out of consideration for Evergreen as the Greenes have been family friends for decades. I have learned a valuable ****** through this. I should have gone with the Janitorial price rather than considering the lowest as my home continues to be soot laden from the logs. At this point, I just want a resolution and move forward. I am willing to accept $5277.78 which will not cover the damage but at this point something is better than nothing. I look forward to having this issue resolved. Thank you very much for your assistance.
  
  
  
  Sincerely,
  
  ***************************** ************

  

  Business response

  11/29/2022

  Good afternoon,

   

  As I explained before, Empire is offering $3,241.00 plus the $350.00 for painting to you.

  We will pay this to you directly via check when you complete the document my technician ************************* has asked for repeatedly.

   

  The $1,686 refund for the burner and logs will come from your dealer. The dealer will receive the payment from their distributor, whom we have already issued the refund to. 

  Customer response

  12/07/2022

  I am forwarding the document I signed and sent to ************************* on November 30. I really appreciate your assistance. I havent heard from him.

  

  Business response

  12/09/2022

  ******************** has received your documentation and will be in contact with you.

  Customer response

  12/19/2022

  I received a check from eEmpire comfort systems today.

*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. ↩