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Complaint Details
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Initial Complaint
02/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Confirmed by contractor:(1) Rough plumbing stub out valve installed out of square.(2) Shower arm installed too low (only someone 5'4" and under can use shower)(3) Screws throughout job not screwed in all the way (4) Shower drain stubout placed in wrong location (they put off to the side) Guest Bath (5) Hand held shower installed in wrong bathroom While still in warranty Empire Plumbing refused to come to my home to correct issues they left me with. After months of refusing to help, not returning calls or emails - - ******** finally told me that she would send someone out to correct these issues. More months passed and they never came to correct the problems. Still not returning calls or emails we decided to go to their office to ask for a resolution in person and we were met by two Pit Bulls inside the office. A lady met us outside telling us she would ask her coworkers about our situation and get back to us. They never did. We continued to try to reach them. They never answered phones and their voice mailbox was (purposely) left full for months so that nobody could leave messages - claiming later that something was wrong with phones (all of those months!?!). Tired of waiting - - I finally had to pay out of pocket for labor and materials to correct Empire Plumbing's mistakes/negligence. After all of those months of attempting to resolve this I simply asked for some kind of reimbursement at that point. After more unanswered emails and phone calls and telling them that I was entertaining legal action, ******** finally called and asked for my invoice for materials that I paid for out of pocket to correct only one of their mistakes and then she never sent reimbursement. Keep in mind - In order to entice them to do the right thing and to help fix their problems even minimally - - I asked them to reimburse me for only one of the many bills and there were MANY other bills that I could have asked them to pay in order to correct all of their mistakes. Obviously, no one in that company has a conscience or is capable of doing the right thing.Business response
02/27/2024
See attachmentCustomer response
02/29/2024
I am rejecting this response because: Empire Plumbing was contacted while within the warranty period to fix mistakes they made at my home and they made a choice not to fix them. Because of this I had to incur cost to fix Empire's mistakes in order to finish the project. I reached a point after they chose not to fix the issues and only asked them to reimburse me for only ONE cost of many costs totaling thousands of dollars- and they refused. I am asking to be reimbursed for cost of tile replacement of $757.61 at this point. They asked me to provide them with the paid invoice which I did and I never received anything back. It is the LEAST they could do. Also - - Their response to my complaint was riddled with missing information and false statements (ie. Owner of replacement plumbing company admitted to me that his company did NOT fix one of the mistakes that Empire made which is not consistent with Empire's statement from their response; Another false statement that "the homeowner directed tech where to install fixtures". When the tech asked - I only told him WHICH **** to install them on. He never asked WHERE ON THE **** i wanted them installed. Empire made the decisions WHERE ON THAT **** to place them, etc . . . There are SO many other corrections and additions that I could make here in regards to their response to my complaint. I tried to put them here and my rebuttal exceeded the number of characters allowed. I will find a way to send. Please check reviews on Empire Plumbing --So many complaints. I am still asking for AT LEAST the reimbursement for the tile replacement. Please advise.Business response
03/12/2024
We do not have any further response to the correspondence from the homeowner.
Her complaint was addressed in our previous rebuttal
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.