ComplaintsforEmpire Comfort Systems

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 12, 2022 I purchased a Primo XL oval grill, cypress grilling table and cover through a retailer. After the partially assembled table was delivered, we finished assembling it and weather sealed it in accordance with the enclosed instructions. In September of 2022, we noticed that the shape of the table under the cover had changed. We removed the cover to find that the pre-assembled portion of the table, which was connected with small nail brads, had fallen apart. I filed a warranty claim with the manufacturer, Empire Comfort Systems. They requested more photographs, which I sent to them. Their representative, ****, told me by telephone that the company would replace the table. I received an email from ***** at Empire Comfort Systems. ***** wrote: "There is nothing we can do to fix this table." She went on to advise me to contact the retailer, request an RMA then order a new table. She also advised me to weatherproof the new table. We did weatherproof the original table. That didn't make the little brads they assembled it with grow stronger. Weatherproofing is not the issue, shoddy construction is the issue. The retailer, ***** ***** ******* has been very responsive and has provided excellent customer service. However, they do believe this issue belongs with the manufacturer and I concur. I want and expect Empire Comfort Systems to make this right by shipping us a new cypress grill table. We are willing to accept either the same table we purchased or their curved model as a replacement. We are not asking for money or anything else except a timely replacement of same or similar value to the one we originally purchased. We do like the grill and have no complaints with it.

  

  Business response

  11/02/2022

  Good morning. We apologize for the issue you are experiencing. According to your message, ***** did agree to replace the table. However the process must go through your dealer who will provide a replacement and we will credit them, or they will place an order for a new table and we will credit them In short, all warranty processes go through the selling dealer as we do not ship product direct to consumers. This is the process for all warranty claims regarding ***** products. Thank you.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 4 year old Broilmaster BBQ with a life time warranty, the burner needs to be changed. Broilmaster tells me they do not deal with consumers and to call the retailer. The retailer is out of business, so I tried another one, actually several other ones and I'm told to deal with who I purchased it from or call Broilmaster. So I'm stuck in a never ending circle. Not sure who to reach out so I thoughtcrimes of the BBB, can you help? This has to be the worst after sales service I've run into in years, and its strange, Broilmaster is not a new company.

  

  Business response

  10/13/2022

  *** *****

  We apologize for the issues you are experiencing.

  Please email me your shipping address, model and serial number of your grill and I will place an order for the burner no charge.

   

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

   

  Thank you.

  Customer response

  10/18/2022

  Complaint: ********
  
  I am rejecting this response because: Although the emaii they sent to the BBB stated they would take care of sending the  replacement part, when I contacted them,  they now  seem to be declining to do so.

  They told me I would have to hire a cetified BBQ assembly company to change the burner.  This is for a back yard BBQ, assembled by the consumer, I Have no clue what kind of company would come to do a repair like that,  I have tried to contact  them a few times looking for more information  and now, 5 days later I have not heard back.
  
  
  
  Sincerely,
  
  *** ** ****

  

  Business response

  10/21/2022

  As I explained to this customer over our correspondence, the grill must be installed and serviced by a licensed gas service technician per the warranty coverage. Please see attached.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a *************** ***** ***** ** **** furnace from an Empire Distributor (*** *********)  for $1997.00 in April of 2014 for a new construction home. The furnace was installed in 2015 and failed that first season. We were told by **’s that it was recalled (determined by the serial number). We returned the furnace for a replacement of the same model. The furnace failed at least once every year - parts only were covered, not ***. The heat exchanger which carries a 10-year warranty failed in December 2021. They had neither the parts nor a furnace to repair or replace. **’s offered us a furnace with the same exterior size but with a higher BTU at a $600 upcharge. We paid $600. In February 2022 we received the new furnace, but that furnace failed within one month. Our HVAC Tech from *** ******* *** ******** called the Empire Tech Help Line he was told that is why that furnace has been discontinued and there is no replacement by Empire or any other manufacturer because of the ducting. The Problem: There is a water leak that flows through the blower and onto the igniter and/or flame sensor causing them to rust and fail. This is what we had been replacing almost yearly. Dozens of emails and phone calls and 6 months later **'soffered us $1500 but only if we proved that we have destroyed the furnace. This furnace has special ducting and there is no other that can go into its location, the furnace is located in our kitchen under a window, so we cannot put a direct vent furnace in its place. Empire spoke to me in the beginning but now refusing to return any of my several phone calls. I spoke to the same Tech (****) at Empire as our repairman did. **** from Empire stopped responding to my emails once he knew my story. I would be happy with $1500 refund if I can keep and modify the existing furnace. We used it a few times without the front cover last year but will have to modify it to put the cover on.

  

  Business response

  09/15/2022

  Thank you for the information.

   

  It is Empire Comfort System's policy that if a credit is given for a defective product, the product must be decommissioned and disposed of to avoid any future safety hazards.

  **'s is following the proper protocol. Please have the unit returned to them for proper disposal so they can process your refund.

   

  Modification of any Empire Comfort Systems heater that is not authorized by the factory is strictly prohibited.

  Customer response

  09/15/2022

  Complaint: 18006453
  
  I am rejecting this response because: **'s will only refund up to 50% of loss and not repair or replace unit that has special in wall ducting.  This is unacceptable.
  
  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a warranty claim on a ***** ** *** for a replacement as the ceramics failed a broke apart. The company is replacing the ceramics but is forcing customers to purchase a $179 hardware kit as the previous hardware will not fit on the replacement. The company will not cover the $179 stating that the hardware is only covered for five years yet the original hardware will not fit on the replacement regardless. Empire needs to cover this cost and not pass it onto the consumer.

  

  Business response

  08/04/2022

  *** ***** was taken care of by our warranty department and no extra charges were incurred. All parts that were in question were sent to *** ***** free of charge.

  Customer response

  08/04/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  A cracked bottom and top were sent, this warranty claim was filed due to a crack top and bottom. I am simply requesting that the company replaces the defective items that were sent. Phone calls, emails, messages, and pictures have been sent but the warranty department states they cannot assist and leadership has not followed up at this time.
  
  
  Sincerely,
  
  ***** *****

  

  Business response

  08/10/2022

  This matter has been resolved by all parties involved.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an accessory they marketed as for a "round" kamado grill. The accessory is a rotisserie attachment that should mount to the grill. The grill ceramics are not even close to being truly round and the accessory that should mount to the round grill doesn't even come close to fitting. I took the accessory and mounted it to my neighbors Big Green Egg grill and it fit perfectly. Empire Comfort Systems claims that this is a "non-issue" and I should try to bend a 1/4" steel reinforced ring to make it fit. The only acceptable solution to this would be for them to provide a completely new grill that is round and will fit the attachment that I have purchased.

  

  Business response

  05/09/2022

  Mr. ******,

  Firstly, we apologize for the issues you are experiencing. The PGRR rotisserie is based on specifications from post 2016 model grills. As of right now, the PGRR rotisserie kit is not compatible to pre 2016 Primo round models as the casting size was changed at this time.

   

  Please contact your dealer for a full refund using the case number ******.

   

  Thank you,

  Primo Grills

   

  Customer response

  05/10/2022

  Complaint: ********
  
  I am rejecting this response because:

  Your own website doesn't mention anything about pre-2016 grills not being compatible.  If your business is only going to support post-2016 grills, this should be clearly identified and your dealer network should also be informed of this critical information.

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

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

  Customer response

  05/11/2022

  I am still unsatisfied with their effort.  Please see the attached photos of the grill accessory fitting my neighbors grill, which is a competitor product.  The competitor grill fits the accessory like it was made for it, while my grill of the same brand as the accessory, has defect written all over it.  If a company offers a lifetime limited warranty on ceramic products for defects in material and workmanship, what would it take for that policy to be honored?

  

  Business response

  05/11/2022

  As I stated before. Please use the approval number provided to receive a full refund for your rotisserie from your dealer. I will consider this matter closed and will not respond to further inquiries. Thank you.

  Customer response

  05/17/2022

  Better Business Bureau:
  
  I was able to reach through to Primo leadership regarding this issue and feel that they have stepped up to the plate to make this right.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩