Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:26/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: 20378996
  
  
  
  I am rejecting this response because:

  - The underlying complaint is not resolved. The business has not contacted us with a plan to resolve the repair of fence and how the business will honour its warranty obligations. 
  
  - The business hired a third party answering service to accept telephone calls. The customer has twice left messages with that third party answering service. A live operator at that answering service indicated to customer that the business no longer does fence work.

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

  

  Business Response

  Date: 02/08/2023

  Dear Client and ***,

  We appreciate you bringing this to our attention. He have no records of the client attempting to contact us as they have indicated. We are investigating what the breakdown in communication was an apologize for any inconvenience or frustration the client experienced in trying to contact us.

  One of our Project Managers has contacted the client and provided there direct contact information to help improve communication. Although the client's concerns regarding the fence are not resolved at this moment, we are actively working with the client to address the concerns.

  For further clarity, the client is correct in that we no longer install fences. That said, any applicable warranty on previously installed fences is still valid and will be respected.

  Since the clients primary concern seems to be lack of communication, we would consider this complaint resolved.

  Sincerely,

  Empire Deck and Interlock

• Initial Complaint

  Date:28/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  This response didn't answer the two major issues I complained, i.e.

  (1) Whether the structure issue is Yes or No ?
  

  (2) Whether the supplier provided wood has been swapped or not?
  
  
  
  Sincerely,
  
  ******* ***
  
  

  

  Business Response

  Date: 10/05/2023

  Dear ***,
  We're sorry you don't feel our sincere commitment to customer satisfaction.
  This very site has countless examples of client that were happy to deal with Empire.
  Unfortunately pressure-treated lumber cracks as it dries out.
  We had several lengthy phone calls, countless emails, and even two in person meetings to try and explain this very concept to you. We even offered to go above and beyond the contract and to switch out a few pieces in order to make you happy.
  Unfortunately none of these solutions were satisfactory to you and you asked for the entire structure to be torn down.
  Again, we're sorry we can't reasonably meet your expectations.
  All the best in the future,
  Empire Team

  

  Business Response

  Date: 24/05/2023

  The *** refund was un reasonable. Our project manager is actively working with the client to come to a reasonable resolution. 

  Customer Answer

  Date: 01/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the work is not conformed to the contract (See the attachments).
  

  (1) In the contract, 9 deck block footings should be installed; however only 6 have been installed. 12 (8+4) end posts should be installed, however 11 are installed
  

  (2) The landing deck should be separated.
  

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

  Customer Answer

  Date: 25/07/2023

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

  
  (1) I have to re-open the case with Complaint ID ********* Empire came back to do the landscaping (not complete yet), but not refund as confirmed before:
  ==================================================================================
  Hi John,
  
  (1) Just confirm Empire's offer
       
      Complete the landscaping at no cost 
      Deck off with zero repairs= ********* * **** * **** * *** * ********
     
  (2) So far I have already paid all for the deck/stair/interlock except landscaping.
     
  (3) I don't ask repair for the stair in this situation,
      but prefer to fill more small rocks under the deck
  
  I will email ******** and BBB. There is only one post, and it is on homestar.
  
  I do appreciate Empire to build the Deck right before the winter.
  My previous deck was not safe.
  Please say my sincere thanks to ***** and his assistant for their works in the cold weather.
  I do feel gratitude when I see my dog and cat safely run in the deck.
  
  ***** * ******  ** ******** * *********
  
  
  Thanks!
  
  *******
  

  
  

  
  
  
  
  

  

  Business Response

  Date: 27/07/2023

  Hello ********

  As per the attached email, we sent a release letter in digital format to you on June 26th, 2023. That same day you replied stating that you will sign the letter. The crew was at your residence on June 28th and completed the work. The crew requested your wife sign the letter and attempted to give her a cheque for the refund outlined in the letter. Your wife explained that she felt that the letter should also be signed by an Empire representative. The letter was not signed and the refund cheque was not given to your wife because she would not sign the letter.

  Our team was able to come by again on July 14th to finish what they were unable to on June 28th. This time they had the same letter, but signed by Empire. You were home, but refused to sign the letter or take the cheque for the refund as you said it was not what was agreed to. Other than a signature from an Empire representative, the letter was identical to the letter that had been sent to and you had agreed to sign over two weeks previously. The only concern raised during that two week period was the lack of a signature from an Empire representative, which we had addressed.

  At this point we have met with you in person twice, exchanged numerous emails and phone calls. We have offered to address 100% of the concerns you have raised that have any contractual basis. We came to a verbal resolution in late May that you refused to put into writing. We came to a new verbal resolution in June, which you agreed to in writing (see attached email) then refused to physically sign off on. To date, you have not paid the full value of your original contract. Unfortunately I do not know what we can reasonably do to assist you.
  
  Sincerely,
  
  The Team at Empire

  Customer Answer

  Date: 28/07/2023

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

  ------------------------------------------------------------------------------------------------------------

  [June 20] Email to Empire

     Hi *****
     (1) Just confirm Empire's offer     
         Complete the landscaping ** ** **** 
         Deck off with zero repairs= ********* * **** * **** * *** * ********
     (2) So far I have already paid all for the deck/stair/interlock except landscaping.

  [June 26] Received from Empire

     Dear Guirong and Amy,
     Empire would like to offer * ******** ** ********* ********** **** ** **** ******** ** *** ******* 
     We request that you agree to the following terms as part of this contract:

  --------------------------------------------------------------------------------

  The refund should be ***** ****** **** ****

  Empire unethically swapped the wood, violated contract on the foundations of two properties. One even violated the safety code (Mixed floating and fixed bases).

  Both Empire owner and managers didn't feel any guilty so far, and still try to make big profits on this project.

  The amount I asked is only a token for compensation.

  Empire puts "non-disparagement clause" in both contracts, it violates BBB's principle.

  If Empire still disagree, then please fix according to the contract. In this case, I need Empire to explain the procedure how to fix the foundations (for two properties) and separate the landing deck without rebuilding them.

  I will consult professional engineer to verify the procedure.

   

   

  Sincerely,

  
  
  
  ******* ***