Water Leak Repair

Unsatisfactory service by Empire Plumbing contracted through American Home Shield (AHS) Warranty. The water line feeding my water heater began leaking at a joint outside the wall.

To repair, the water and electrical lines needed to be disconnected from the heater. Empire refused to disconnect the lines, unless I paid an additional $350. I advised AHS and requested a different plumber, which they refused to provide. AHS's response was based in manipulating the terms "disconnect" and "access" in order to charge the customer an additional amount.

Although AHS was the lead in this manipulation, Empire played along. The insult to the customer was AHS continuing to require the service fee of $125 for services not provided.

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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

map-marker Petersburg, Virginia

Worthless Company

We had a pleasure to deal with Empire Plumbing on two occasions, both they were called in by 2-10 Home Warranty company.

First time, we called because of the faulty SHOWER drain. A guy named Matt came, and instead of checking the shower drain he took off the faucet on the bathroom sink. He said he wont repair the shower because he does NOT know what part should go in.... I guess I should know, not the plumber... Anyway, he probably didn´t see money making potential in my shower that is why he went for a faucet. After taking it apart and not being able to ´fix´ it, he announced he will have to order parts. That was two weeks before Thanksgiving. I begged him to have it fixed by Thanksgiving, because we are expecting guests. He turned the water off in that sink...By the Thanksgiving he was in my house two more times, pretending he cannot repair the faucet and all that can be done is just to replace the whole sink and buy a new faucet. It will be only 750 dollars plus labor. He is the biggest piece of liar and *** contractor I have met. Then I called back and I asked they send someone else, who actually knows how to fix the faucet. They sent another guy, who said he is a faucet specialist, but he has no idea how did Matt even took that faucet apart... And Christmas is here, no faucet is fixed. After Christmas in January we got finally enough of the unusable sink in the bathroom, and we called Colonial Plumbing. They came, took pictures of the faucet, in a week they were back with the parts needed and fixed it. By the way it cost 300 dollars including the labor. And we were not supposed to pay anything since that *** Matt actually broke it.

Second Empire plumbing was called in our drain was broken. A guy came in, put the plumbing snake in and announced to me he cannot recommend anything else but to have our driveway ripped off, and put in a new pipe. It will all be only 4300 dollars, and also 1000 for camera checking. So I called the City of Colonial Heights, and they came right away, fixed the drain, put in a new pipe and fixed our front yard. All for 200 dollars, including checking the rest of the drain with camera.

Save yourself some time and DO NOT call this company. It will waste of your time and money.

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Reason of review:
Order processing issue
map-marker Chesapeake, Virginia

Empire Plumbing - Staff Review from Chesapeake, Virginia

Good evening.. I am currently on chippenham parkway and one of your drivers,(lic plate # VEF-8042) Is driving reckless!

Not only was his driving rediculous, he flicked my family the middle finger (TWICE) because we weren't moving fast enough for him. I HAVE CHILDREN IN THE CAR!

I will be following up with a verbal complaint tomorrow 4/10/15. Unacceprable behavior on behalf of your company EMPIRE PLUMBING.

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Reason of review:
Poor customer service
map-marker Bronx, New York

Faulty kitchen faucet

I filed the initial complaint November 14 today is December 28 the problem is still not fixed by empire plumbing they do not call to let you know what's going on I would not recommend him to anyone

I filed a complaint with my home warranty However Empire plumbing has not offered to refund the $75 co-pay and I'm still waiting for the problem and have to wash my dishes in the sink of the bathroom

I would not recommend this company to anyone I have told all my family and friends not to use them because of the poor service and lack of communication

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Reason of review:
Bad quality
map-marker Richmond, Virginia

Poor Service the first time, then NO SHOW

*** Poor Service! No-Show / No-Call in a 4 hr window!

I have had to call them again and again. The tech that they sent out to fix out toilet, did not have a drill, a ladder, or even a flashlight. Then when he figured out what was wrong, he was not allowed to go to lowes right down the strait, which means they had to come back again, and I have had to take another day off of work for him to come back. and now 4.5 hrs later...


Find Someone Else!! Follow-up - Almost 5pm still NO SHOW (scheduled between 10-2)

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1 comment

I had the same problem told me he would return on a certain day no-show no call the problem still isn't fixed after six weeks

I filed a complaint with my home warranty program empire did not offer to give me my service charge back

I would never use this company again and I have told all my friends not to use them

Varnika Pyc
map-marker Dale City, Virginia


I went through my home warranty to get my garbage disposal fixed after it had been leaking recently. My home warranty sent a tech from Empire Plumbing from Richmond VA.

I though that was strange since I live almost two hours away from location. The tech shows up at my house no tools, no flashlight nothing. Goes to my kitchen sink turns on the water looks under the sink and tells me my garbage disposal is leaking and that the bracket to hold the grabage disposal is broke. I ask him what does the garbage disposal need to be fixed, he says a new bracket.

Heres the problem when he calls the warranty rep for approval he tells the rep I need a new bracket so the rep is telling him to go ahead and fix it, then the plumber proceeds to tell the rep he cant because the garbage disposal was put in wrong, but the rep is asking him what pieces does he need for the garbage disposal to be fixed, the plumber states a bracket but I dont have the piece he would have to order the piece then he tells the the rep my waterline is running backwards.. The rep says I though you said all it was a bracket so I know that my warranty doesnt cover water lines but Im not getting that fixed Im getting the garbage disposal fixed. Anyways after the rep and the plumber going back n forth about this issue the plumber refuse to fix the problem and then wanted the 75 dollar service fee for spending more time on the phone trying not to fix a bracket on a garbage disposal. Then the plumber was asked by the warranty rep how long he was at my house, the plumber states one hour but he was only there about 2 minutes and one and half minutes on the phone with the wranty rep.

All this while he has the rep on speaker phone so I heard everything what the plumber was saying and the warranty rep. Well then I had a few choice words of my own the plumber then had the nerve to write up a invoice for a leaky garbage disposal 350.00 est. to fix a bracket and ask for the 75 service fee. I refuse to pay him.

Stay away from this company or beware they have shady techs that just want to make a quick buck off of people.

I called a local plumber and he told me nothing is wrong with my waterlines everthing looks good and he changed out the old bracket on the garbage disposal for less then what I had to pay for the incompetent plumber that came to my house in the first place. Oh yeah my warranty company also took care of the service cost that Empire Plumbing charge to come out to my residents.

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Michael G Eub
map-marker Roanoke, Virginia

Don't Use Empire Plumbing

Filed a claim through my home warranty company for a plumbing issue I am having. I was given EMPIRE PLUMBING (RICHMOND, VA) as the company to conduct the repairs.

I called to set up the appointment and was given the 24th of Jul between 0800 - ****. I never received a reminder call; which was fine, but I had to call them to make sure I was still on the schedule. I called three times before 0900 leaving two messages and on the third try I was able to speak with someone. The lady I spoke with told me I was on the schedule for today (0800 - ****) and that the plumber would call before coming out.

Here it is 1233 and still no plumber. I called twice after 1200 and no answer only voice mail.

This company has shown they are not concerned about the customer and has displayed disrespect by not calling. I would not recommend this company to anyone!

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1 comment

Thanks for the heads-up!

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