Customers frequently highlight the company's punctuality, professional communication, and efficient diagnostic capabilities for residential heating and cooling repairs. Positive feedback often notes that technicians explain issues clearly and provide thorough service. However, recurring criticisms in lower-rated reviews involve unexpected cost overruns, billing and payment processing difficulties, and instances where scheduled appointments were missed or technical issues were not resolved on the first visit.
Google rating: 4.9 out of 5 from 1,177 reviews (95% five-star).
Reviews on this page: 1,177 Google reviews (874 with written comments, 1 with photos).
Owner responses: the business replied to 98% of reviews.
Reviews from Google, shown as published (original wording, unedited).
RG
Robert Galerstein5 reviews
★★★★★
Fine service. Ok prices. But payment was annoying.
They sent me multiple links that didn’t work. After that, I called to pay and gave them the feedback. A month later, I still got an invoice. I couldn’t reply because it was a no reply email. I had to call again to let them know that I had payed.
Overall, I feel like I deserve a rebate for the labor I put into paying!
The problem was diagnosed and resolved within a few hours. The technician was courteous and professional.
Price assessment: Reasonable price
Price: $200–400
Services: HVAC system repair
Response from the owner · 5 days ago
Helen, thank you so much for your 5-star review. We'e happy to hear that our team was able to quickly resolve your issue. Please let us know if you need anything else.
I had a localized sweat, Terrence told me the job would cost 3 grand, I agreed, he came over with his friend, cut a gigantic hole in my ceiling, and said it couldn't be done how he predicted and that it would cost $17,000 to drop my entire ceiling and replace the entire duct system. I called someone else and they fixed the issue for less than 200 bucks; it's a week and a half later as I write this and everything is working perfectly.
If you don't want a $540 hole in your ceiling and no solutions, look elsewhere
Efficient, friendly, prompt service. Love Empire and Terrence.
Price assessment: Great price
Response from the owner · 2 weeks ago
Thank you, Carol! We’re so glad to hear you had a prompt, efficient, and friendly experience. We’ll be sure to pass your kind words along to Terrence. We appreciate you choosing Empire!
Lance and George did a great job listening to my concerns and answered all of my questions. At my request Lance brought George out to look at my inside closet and roof location where the installation of the equipment would be installed. George explained us in lay-mans terms what the scope of the installation would be down to updating the fuse box.
Price assessment: Reasonable price
Services: Service not listed
Response from the owner · 2 weeks ago
Thank you for the thoughtful review, Leonard! We’re glad Lance and George took the time to listen to your concerns, answer your questions, and walk you through the installation process in detail. We know that having a clear understanding of the work involved is important, especially when an installation includes additional considerations like updating the fuse box. We appreciate you trusting Empire with the project!
First time using Empire after the local company I used to call moved to the other side of the city, and I'm very happy with everything. Ezekiel not only fixed my issue, he went over the whole system with me to suggest other ways to improve my situation. My system is old, and is in need of a lot. I knew this already. I didn't mention it to my tech, because I kinda wanted to see if he would. He was very knowledgeable, and forthcoming about pricing. He worked up a full estimate for some further work, and I have an appointment with someone to go over the whole system tomorrow. I expect it to be incredibly expensive, but from my experience their prices are very fair and I don't feel like I got cheated. The "old" company would have tried to sell me a whole new condenser, when I just needed a capacitor.
I'm very happy with my experience, and I even got on board with the preventative maintenance contract for twice a year checkups, and filter replacements. I can't tell you how happy I'll be to NOT have to crawl under my house to change the filter anymore.
I definitely recommend Empire. Everyone I've spoken with has been incredibly friendly and professional.
Price assessment: Reasonable price
Price: $400–600
Services: HVAC system repair
Response from the owner · 3 weeks ago
Thank you so much for the thoughtful and detailed review, Bryon! We’re especially glad to hear that Ezekiel took the time to explain your system, discuss your options and provide straightforward information about pricing. We believe customers should have the information they need to make decisions that are right for their homes and budgets.
We’re also happy to hear that everyone you’ve interacted with has been friendly and professional. Welcome to the Empire family, and thank you for trusting us with your home and your system!
Zeek was outstanding with information and service needed for repair job at my house. He was courteous as well as customer friendly.
Price assessment: Reasonable price
Price: $1–200
Services: HVAC system repair
Response from the owner · 3 weeks ago
Thank you, Jacquelwyn! We’re glad to hear Zeke provided both the knowledgeable service and friendly experience we strive for. We’ll be sure to share your kind feedback with him. We appreciate your business!
She'mar was my tech and did a great job! I felt confident he knew his information. This and his thorough work was great.
Price assessment: Reasonable price
Price: $600–800
Services: HVAC system repair, HVAC system maintenance, A/C system maintenance
Response from the owner · 3 weeks ago
Thank you for the great review, Lynn! We’re so glad to hear She’mar provided thorough service and gave you confidence in his knowledge. We’ll be sure to pass along your kind words to him. We appreciate you choosing Empire!
