4 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Autumn C
1 star09/26/2023
Converted my fireplace to gas in August so it would be ready by the fall. My fireplace rep bought and installed the *** vent free gas insert with black interior and fireglass. Day one, the interior parts arrived "barely hanging on" and were LEAKING GAS into my home, and if I wasn't vigilant enough to notice and have someone perform a safety check when everyone was telling me it was a new unit smell and would go away, the dog and I could have been poisoned or dead. Once the leak was fixed, it remained on pilot until 1 month later, on the first cold day, when I used the unit. Less than 20 MINUTES on, and both the fire and the pilot light went out. Remote said it was still on "fire". Pilot will now NOT stay lit when I remove my hand from the k*** Called my rep because Empire has no customer service help at all and you have to go through your dealer, but THEY can't schedule me for over a month, to come inspect my BROKEN BRAND NEW UNIT, well into the fall season!! So now I'm stuck waiting for them, as the ones who hold my purchase info and connection to Empire and this horrible product, when I planned to actually use a fireplace in the fall!!
Empire Comfort Systems Response
09/27/2023
Hello,
I am the Director of Customer Experience here at **********************. I am sorry that you are dealing with this issue. We do have a customer service team along with a technical team whose responsibilities are to help customers. If you have called into Empire and were asked to contact your dealer, that is because if there is something wrong with your unit, the certified installer will have the information we need to diagnose the problem. Our goal is to make sure you have a working unit that you enjoy. I would suggest either you or the dealer you are working with call into Empire and talk with our technical team as soon as possible so we can resolve your issue. Our 800# is ************.
Thank you!
Review from Lisa Marie LaSalaLisa Marie L.
1 star11/20/2022
This product and company does not even deserve 1 star. Purchased the Archway **** wood fireplace insert that barely works. Cant even use the product because it will cost me double to heat my home between wood and oil. Paid over $3000 for the unit. Literally lasted maybe 4 hours before going out overnight and ******* the day added wood all day and barely heated 500 square feet of my living room. Product is absolute garbage. .Review from Kevin R
1 star02/04/2022
Purchased SKU: ******** + ******** gas log set from *********, an Empire dealer, and found it was wrong size per installer. We sent it back package unopened. The unit price shipped was $809. We got the RA and sent the unit back unopened. We were charged $283.15 for the restock fee(35%) which, according to *********, was Empire's distributer policy. ********* office manager told me by phone that the restocking fee was originally 50% but they were able to talk them down to the 35% fee. By the time we paid shipping back to ********* we were into the return for over 50% of the original cost of the unit. I've returned many large or expensive items and NEVER have I paid a 35% restocking fee. 50% would have been highway robbery times 2. So..Empire charges $283.15 for restocking and resells the item for wholesale in the vicinity of $700, they've made around $1700 on that unit. $700 original sale..$283 restocking..resale of factory new item for another $700. If that's not highway robbery, I don't know what is!Review from Warren S
1 star12/05/2021
I purchased an Empire Comfort Systems wall-vented heater. This was their larger unit, cost was about $4000. After 13 months of little use, it had to be repaired. The gas regulator failed. I was initially told the parts and labor were covered, but about 6 months later was told the parts were not under warranty. My two complaints are 1) why is it that a $4000 heater does not last much longer than one year before failing at which time parts are not covered under the warranty? 2) From the time it was installed, the thermostat is useless. The unit is either on, full blast, or off. If the thermostat is set too low, it doesn't turn on and if its set too high it stays on. There isn't a medium range where it turns on/off to regulate the temperature in the room/house. This unit might be worth $500, but in no way is worth $4000.Empire Comfort Systems Response
12/07/2021
Mr. *** ****,I apologize for the negative experience you have encountered. Please contact me via email or by calling ************ so that i can review this case with you.
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