ComplaintsforEmpava Appliances

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We recently purchased an Empava 59 Inch Freestanding Whirlpool Bathtub with Center Drain. Order #****. Purchase price, $1,739.73 plus tax ($1,844.11 total). The purchase was made via a credit card in the name of my business partner, ******** (name to be provided, if requested). Upon installing the tub, filling it with water and turning on the jets, we found that there was an aggressive leak on the bottom of the tub. The water actually did damage to the floor. We initially contacted the manufacturer on July 5 via e-mail at *********************************** We finally received a response on July 9. After MUCH difficulty, we received an offer from ***** (or ****) at the Empava offices to pick up the merchandise on August 23 and reimburse the payment. This pick-up did, indeed, take place on July 23 and Empava has had the merchandise in its possession since that time. Nevertheless, we have NEVER received the refund to the credit card. We have sent numerous e-mails and made numerous phone calls to the customer service line but NO ONE answers, ever. Unless we receive the promised refund, we have no choice other than to view this as theft. We are reasonable people and are only asking for what was promised to us. The fact that there is NO communication from the manufacturer, however, makes this extremely challenging.

  Business response

  08/13/2024

  Hi ******,
  
  Our finance department has just issued the remaining refund to you.   
  
  Please allow 2-3days to receive the money.  Thank you. 

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Empava oven for my son on April 28,2024. It was delivered on May 3,2024.The oven stopped working on July 16,2024.I contacted Amazon and they told me that their return policy was only 30 days to contact the Empava Appliances.I have called ,emailed with no response.

  Business response

  07/23/2024

  We can provide a free replacement. Please contact ************************************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Empava is sells pricey tubs that leak if water gets inside the shower head holster, yet fails to inform customers about this potential problem. The customer service department admitted the tubs are not sealed at the bottom.

  Business response

  06/26/2024

  The customer refused our offer for a replacement tub. We can issue a full refund to the customer.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered from I bathtub EMPV-59JT319LED 59'' X 59''X 25''I had to go back and forth with ibath and empava after a tub was delivered damaged fought for replacment finally got them to send replacment tub which also had damage they were suppose to pick old tub which they didnt also I hired helpers to be at my house to carry upstairs and it wasnt delivered on day suppose to be told me I could sell the first damaged tub which has become impossible to get rid of even for free they did send me money to fix the crack on only one tub I spent time and money to have plumbers electricians and my contracters out here 4 times paying the workers that have come here for the first damaged tub then the days it was suppose to be picked up then the day we were told it would be delivered and it wasnt and now the day they came to put this one in and again couldnt because of damage I just had my bathroom remolded new floor put in finally got my tub installed and the heater and the jets do not work Im done paying for people to come out remove tubs destroy my new floor replumb carry upstairs and downstairs etc I now have 2 tubs one in garage no one wants and one upstairs that doesnt work Im very unhappy with the way this has all been handled and how I have to fight the company for any kind of help I want these tubs out of my home I should never have had to try and sell the damaged one and they said I could take to dump really!!! Do they know how expensive it is to hire a truck load it up and pay to get rid of this shouldnt have been my problem but got tired of fighting them even though they originally said they would pick up the first tub when delivered the second one I now have 2 damaged ones cannot get my car in garage due to tub in there I want to be refunded for what I pd for tub I want both tubs out of here I just want a tub that actually works and not damaged for the thousands I pd this is unacceptable u professional practices for a company

  Business response

  05/28/2024

  We have already sent a free replacement tub, and covered the shipping costs of that unit. We also covered the initial repair costs that ******************** had requested. We have no say in how a customer chooses to install our products. Our tubs are freestanding, and have nothing to do with any other aspects of the bathroom or how it is constructed. 

  Customer response

  05/28/2024

   
  Complaint: 21762903
  
  I am rejecting this response because:

  I know I received a replacement that was damaged both were damaged yes you gave me money to pay for the contracters and plumbers and repair in damage

  But as I wrote this has nothing to do with installation the new tub does not work the other tub that you said I had to keep and try to sell which I cannot even give away as that is also damaged as you knew 

  of course I should t pay for the replacment nor shipping as none of this is my fault or responsibility 

  i

   

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

  Business response

  05/29/2024

  What is the resolution you would like? 

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The impala 36 inch cooktop induction oven. I ordered just stopped working after I purchased it February 14, 2024. Spoke to someone in customer service, they told me they would send me an email, that I have not received yet. Didnt seem all that helpful about Being able to fix the problem after I told him I had checked the breaker box and it wasnt a breaker issue. The stove top just stopped working

  Business response

  05/14/2024

  Customer sent us an email today and we have already replied to him, asking a video for analyzing. We'll provide a solution to you after analyzing the video our factory request above.  Thank you.  

  Customer Support Rep.

   

   

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The oven door does not close properly and the heat leaks out. I have tried several times to contact Empava directly without any response. Can not find a service rep to repair it.We were offered this only one product from our home appliance company Fidelity National for a replacement of our Thermador.

  Business response

  04/29/2024

  Hi *******,
  
  We do apologize, not sure why we missed your contact.
  
  But we have sent you an email, please reply to us or reach out to us via email ********************************** directly. Our team will get back to you very soon and solve this as before.
  
  Thank you and have a good day,
  Empava Appliances Customer Support

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 2, 2023 I purchased an Empava 30 in. Built-In Induction Modular Cooktop form ********** for $487.49 plus tax. On March 26, 2024 the cooktop stopped functioning while still under warranty. I spoke to a customer service representative who told me a new one would be shipped the next day. After not hearing anything for a week, I called back and the same customer service rep told me, again, that a replacement would be sent the next day and I would be sent a tracking number. After additional emails to their support address over the next few days, I finally got a tracking number showing a delivery on Friday, April 12, 2024. My wife took delivery as I was not available. It turned out they shipped a range hood, not a cooktop. All my attempts to reach the company subsequent to the delivery go completely ignored. They do not answer their customer service number, instead telling me I will receive a call back, which I don't. They do not respond in their online chat system, nor have they responded to emails. I understand I am moving quickly here, but my wife has special dietary needs for her health; this company has already displayed a complete lack of competency and responsiveness and I am not hopeful that they will ever provide a proper remedy, so want to get this complaint process in motion. I've already been forced to order and pay for a new cooktop - we've gone 3 weeks without the ability to cook the food my wife needs to maintain good health.

  Business response

  04/15/2024

  Hi,

  Sorry for this inconvenience caused. Our warehouse has sent the wrong item. I will give you a return label to return the range hood back and arrange the replacement cooktop to you asap.

  Again, really sorry for that.

  Customer Support Rep.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a wall oven through Lowes. Lowes installed the oven. It worked until Thanksgiving Day 2023. The purchase was in March 2023. I have called this company 3x and emailed them once. This oven is under a manufacturer warranty for one year. I am being ignored. No return calls or emails. In a week it will be **** and I only have until March before warranty expires. I think they are stalling for that reason so they can say warranty expired and that alleviates their responsibility. I have spoken to ***** and they too are being ignored with no responses. I don't want the warranty to expire so I need help getting them to respond. I want a refund because I can't trust their customer service any longer. I am 68 years old and need to cook ************. I cannot afford to eat out all the time. Please help me because I am getting ignored and have no other recourse. Thank you

  Business response

  01/10/2024

  Dear customer, please double check your email and we did reply to you on Dec 29, 2023.
  
  In that reply, we explained for some reason we didn't have a tech available in your area. So we offer an RA number LS215187523, you can bring this number and return the oven to Lowes for a full refund. Lowes agreed with this solution also in that ticket(Ticket #******).

   
  Thank you and have a good day,
  Empava Appliances Customer Support

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 30" stove top gas burner from ********** the beginning of the year. It was professionally installed in May 2023. I have had an issue with all of the burners on the lowest flame setting. I am unable to simmer anything. I contacted Empava by email since they NEVER return phone calls and it takes 2-3 weeks for any type of response. I have been emailed instructions (not in english) as the how to lower the flame. Although I do not understand the instructions, I would not mess with anything especially since it is still under the 2 year warranty. I asked them to send someone out to fix it and was they do not do that. Not sure what that means. I also bought a new set of pots and pans (heavy duty) and am still unable to simmer anything. I need you to get involved and have the company sent a technician out and fix it or replace it.

  Business response

  12/06/2023

  We will contact customer directly for solution.

  Customer Support Rep.

  Customer response

  12/07/2023

   
  Complaint: 20960017
  
  I am rejecting this response because:

  Their response to the issue was 'there is nothing wrong' and that was after I sent them a video of the water boiling on the lowest flame.  I also sent them the recipe for cooking rice that stated bring water to a boil and reduce to a simmer.  I cannot cook rice or anything else that requires the water to simmer, like soup.  I do not want a replacement since it will cost me more to uninstall and reinstall a new one. The stove top has a 2 year warranty and I want it fixed.

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

  Business response

  12/08/2023

   
  Hi Albert ,

  As we mentioned before that we don't have technician on site. If we have, we definitely will arrange one for you.  
   
  We provide 2 years warranty on parts.   We provide solution based on the video provided by customer. 
   
  From the video provided,  I'm sorry we didn't see anything wrong with the flame. 
   
  If you insist your flame is with issue,  you can have a handyman to check it for you . We can pay for the handyman. 
   
  We stand behind our product and prefer a good communication between us.     

  We'll follow up emails between us till it's solved. No worries. 

  Customer response

  12/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the *************************** Stainless Steel with 5-Sealed Burners from HomeDepot in July 2023. The middle big burner was already not working out of the box. It doesn't ignite and when I used a lighter to ignite it, the flame doesn't even stay on. I called Empava support countless times. They picked up the first couple of times and sent me two different parts on two different occasions. However, the problem still persists after replacing those parts. I tried calling them back again but they NEVER once picked up again. No responses to my emails and no calls returned. TERRIBLE customer service.

  Business response

  09/13/2023

  OK, we'll exchange for customer.  Please help to close this ticket. 

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