The Empire
College, College Place, WA

The Empire Reviews

4.5 stars based on 15 reviews

Featured Comments:

• B

  Bob Rhodes

  1.0

  The rating provided requires some explanation. I've always been happy with the quality of service provided. The poor rating is associated with the fact they took it upon themselves to determine what parts needed to be replaced during an annual service visit. Instead of having the courtesy of contacting me to explain need and provide an estimated cost they elected to replace parts without explicit authorization. This led to a more expensive bill than anticipated. Worse, when calling about and questioning the cost, they arrogantly explained this actually saved time and money and indicated they don't have the time to call all customers for authorization. This is very poor customer service and not the way a respected business should operate. They have now lost my business as a result.

• D

  Daniel Clements

  1.0

  My sister took 2 Husqvarna 350 chainsaws in to get a diagnosis on why they wouldn't start. With no promise that "The Empire" would get the job of repairing the chainsaws. One of the saws ended up about 1/3 torn down and a $35.00 charge on it. I went in to pick both saws up and was told that to get the one torn down put back together would cost at least another $35.00 or more. The repair mechanic stated that the only way to get a carb. number for a rebuild kit was to tear it down that far. In reality, the carb. name and number are visible by simply removing the top air cleaner cover. It takes all of 2 minutes, because I did it myself. I have never run into a shop with this lack of professionalism. When a diagnosis is the requested procedure a diagnosis is what you should receive. Nothing more. Automobile mechanics wouldn't be in business long if they tried this approach with their customers. They don't tear engines down w/o permission, and return vehicles to customers that can't be driven when they were driven in to the shop. When a diagnosis was the requested procedure. Just when I think I have seen it all, something like this pops into view. I don't usually leave comments on companies that I have used, but this one takes the cake...............

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  Response from the owner

  Hello, we are sorry you had a bad experience and misunderstanding of how the laws governing outdoor power equipment repair shop not needing to reassemble a machine a customer opts to not repair, unlike auto repair where it is required to be reassembled. Your sister was made aware of all this upon drop off of machine and again when she called shortly after you left. She understood that extra labor hours result in extra charges and informed me not to worry about her brother as he is "that way alot". Furthermore to get the carburetor manufacture model and type the carb does need removed as the number you see with the air filter box removed is casting numbers and not a model and type. Hopefully this clears up your confusion.

• C

  Chad Farmer

  5.0

  Have been bringing equipment to them for repairs for the last 10 years for my lawn care business. Great people to work with.

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