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ComplaintsforEmpire Fabricators, Inc.
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Complaint Details
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Initial Complaint
09/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We ordered a vanity counter top from Empire ($810.00). The last day that our contractor was here, he called my wife up stairs, and pointed out a chip in the counter top. He said he called Empire and they said to go ahead and install it, and they would repair it in the field. Two or three days later, after a call from myself, Empire sent a tech out to repair the top. The repair was unsatisfactory to us, and we would not sign off. We got a call the next day from Empire, and they said the only way to fix it right, was for us to bring the top to their factory . we agreed, and when our contractor came the next day to take the too he said it would create a big mess.(Drywall and paint damage.) It appeared that we would be responsible for fixing those problems. We said we would do that when a new top was delivered, and they told us that once a top has been installed, it can't be returned. They made another attempt to fix it in the field with not much better results.Then they offered us $200 toBusiness response
11/03/2021
**** Let me explain we have made Four attempts to please this customer Sent two different people out to repair the chip offered to have his contractor remove the top and we would be able to repolish the edge in our shop It is a quartz material and can not be polished dry must be done with water in the shop he refused to have the top removed But he would let it get removed if we got him a new top We told him let us fix it and you would not be able to tell it was ever chipped We told him we could do it in one day He refused We told him we would give him a $200.00 credit if he didn't want to remove the top .No response I feel we have given him several option
Thank Mike C*******
Customer response
11/03/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
****** ******
We purchased a new top. We paid $810 for it. After it was installed, we were notified of the damage. I called ******, and was told that after its installed, they would nor replace it. Our biggest complaint is that we were never notified before installation. We didnot pay for a damaged top. They intern were going to saw the length of the top down past the damage. When our contractor came to take the top out, he said that he would probably damage the dry wall, and the new paint job which cost us close to $400. To offer us $200 is an insult. I said at the time, that if and when we get a new top, we would absorb the repainting and dry wall damage.We feel that we have been very fair.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.