Started this process on August 2nd. No once has come to fix the problem. I write a complaint letter on Augst 7th.
No one calls, replies, etc.
Now, that’s customer service at it’s finest.
I call Empire again, I am disconnected from your claims supervisor for the 2nd time while discussing my issue, she did not have the common courtesy to even call me back, and she had my phone number because she had confirmed it with me.
I called again on Tuesday, Aug 10th to start this process that began on August 2nd all over again since no one at Empire ever called me back. It’s like my claim slipped into an abyss behind someone’s desk never to be found.
So, after my call on Tuesday, Aug 10th, the third contractor (Air Rescue Mechanical) – finally arrived out to the house on Thursday Aug 12th to diagnose the problem. He opens the unit up in front of me and it is quite obvious to both of us what the problem is. The motor has given out.
He said he would have to order the part (which is understandable) and will call once it comes in. I was pleased to receive a call the following day, Friday, Aug 13th in that he had the part and was ready to come back to install it. Here is where it gets good …… He tells me that he called Empire to get authorization to come back out and finish the job. He tells me that he is placed on “hold” for over 25 minutes. He then tells me that Empire says to him that he needs to call back on Monday, August 16th to get this authorized. MONDAY? And I also need to mention that he already cashed my check for $49.00. So I basically wrote the technician a check for $49.00, he cashed it and you they are still deciding whether the part is authorized. It's a $345.00 part.
Are you kidding me? Wait a minute, I initially called Empire on August 2nd to report my problem. It took your contractors until August 12th before anyone shows up and I am now informed by this contractor that it would be Monday, Aug 16th before I would get authorization for the part to be installed? Do they have any idea what it is like to live in Dallas, Texas with 105-109 degree temperatures daily? Apparently, they do not.
I called their claims department and got a guy who could care less. His exact words to me..."If I were you I woulc cancel your insurance with Empire." So that's what I did.
The BBB has also been informed of this pitiful company.
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