Reviews

Review Details

• Review fromSimon C

  Date: 04/17/2025

  1 star
  It's been a nightmare and painful stress for the family since we moved in. Wish I could give a 0 star review. Been living in this house for almost 10 months and I have to say that I'm not happy if I don't want to say "hate" the house base on the after service. I understand there is no perfect world, so I only ask to solve the problems. After moved in the house a few months, we found many defects and problems (master bath outside wall was leaking water causing mold to the interior wall. Garage door leaving big gap on top and many more other defects). I submitted the warranty tickets since beginning of November, nobody came out to look at it, the lady (I only know after her manager told me her name is *******) texted me back and forth and and make me answer ton of questions to trouble shoot the problems for them. Took months and only little things get done, the major problems still not getting anywhere, the handy man came to cut off the mildew part and left the wall open for months. I was so nice to let them get away for so long, I believe in giving people chances and times but my kindness is running out, there is a limit to everything. So I call the manager last month (march 19th). His name ****, heard he is a nice guy and very responsive. Nope, it was wrong, calling was no response, only got a text "Can I call you back", 2 days later no calling back, so I have to follow up to call him again. Was very nice, apology for all the trouble and promised to come out. Guess what? never showed up (gave me a call hours after the schedule time stating he came to the wrong house which is a couple house down the street). Still promised will take care of the problems and get things done ASAP. a month later, no progress. I submitted 2nd tickets and still nothing, ******* only answer my text whatever and whenever she wants. Called **** again this morning twice and texted him but no response. My next house will absolutely *****% NOT EMPIRE for giving this kind of service!!!

  Empire Communities

  Date: 04/21/2025

  We are truly sorry that Mr. **** is having issues with his home. Our Regional Director of Warranty has been in contact with him and has an appointment with him on Wednesday, April 23, at 1:00 pm. We will update the BBB once the appointment is completed. Our Homeowners satisfaction with their home is top priority. We regret that the Homeowner was not receiving the level of service Empire prides itself on. We will continue to work with the Homeowner until the issues are resolved.

  Empire Communities

  Date: 04/24/2025

  Empire met with *** and Mrs. **** on Wednesday, April 23, along with our subcontractor that will be performing the major portion of the repairs to their home. Our plan is to address the leaking master bathroom window next week, weather permitting. Once the window is corrected, the cosmetic issues in the master bathroom, adjoining bedroom and garage will be addressed. We anticipate having all repairs completed within 2 weeks. The satisfaction of our homeowners is of utmost importance to us, and we are prioritizing resolving these issues as quickly as we can.

• Review fromNikolas R

  Date: 04/09/2025

  5 stars
  I love my Empire Home. I have been living in it for 2 years and have had an amazing experience with Empire. As a first time homebuyer, the sales team and builders were extremely helpful.

  Empire Communities

  Date: 04/10/2025

  Thank you so much for your kind words! We are so happy that you have had a positive experience in your Empire home the past two years. Your feedback is so important to us, and we are so happy to have you as part of the Empire family! We wish you many more years of happiness in your Empire home.

• Review fromFirdouse Q

  Date: 01/09/2024

  5 stars
  Whitney has been outstanding in helping me resolve issues in my home. She has been very responsive and helpful and very polite and professional. Thank you again.

  Empire Communities

  Date: 01/10/2024

  Dear Firdouse,
  
  Thank you so much for your kind words and the fantastic 5-star review! We're thrilled to hear about your positive experience with Whitney and how she has been instrumental in resolving the issues in your home. Your satisfaction is our top priority, and we're delighted that Whitney's responsiveness, helpfulness, and professionalism have made a positive impact on your experience. We truly appreciate your feedback and the opportunity to serve you.
  
  Warm regards,
  Empire Communities

• Review fromEmilyanne W

  Date: 01/09/2024

  5 stars
  Whitney is always on top of requests. She is prompt and a great communicator. It can be frustrating when you have to put in a warranty request but she manages to have the problem solved swiftly.

  Empire Communities

  Date: 01/10/2024

  Dear Emilyanne *****,
  Thank you so much for taking the time to leave such a positive and thoughtful review! We greatly appreciate your kind words about Whitney and her exceptional service. It's wonderful to hear that she has been able to address your requests promptly and effectively. Our team is committed to ensure a seamless and satisfying experience for our customers, and your feedback reinforces our dedication to this goal. We look forward to continuing serving you with the same level of excellence.
  Warm regards,
  Empire Communities

• Review fromDennise L

  Date: 10/30/2023

  5 stars
  These five stars are specifically for Zach B***** Prior to Zach being the representative dealing with our home and warranty issues, we had to deal with several other very incompetent and unprofessional individuals who caused nothing but more frustration and headaches. Zach has now taken over and redeemed my faith in Empire. His professionalism has surpassed those of all the previous Empire associates we have worked with in the past year. He gets things done in a timely manner and continuously keeps up with communication until each problem has been corrected. On top of that, he will follow up after the job is done to make sure it was all done correctly. I really can not say enough good things about Zach! Every experience with him has been fantastic from start to finish. He’s been a breath of fresh air after all our past occurrences with past Empire associates. He deserves all the recognition for the great work and great communication he provides!

  Empire Communities

  Date: 10/31/2023

  Thank you so much for your kind words! We truly appreciate your feedback and are thrilled to hear about your positive experience with Zach *****. We're glad he was able to provide you with the level of professionalism and service that you deserve. Zach is indeed a valuable member of our team, and your recognition means a lot to us. If you ever need any further assistance or have more feedback to share, please don't hesitate to reach out. We're here to help and ensure your satisfaction with our services. Thank you for choosing Empire!

• Review fromScott M

  Date: 10/13/2023

  5 stars
  Zach is an asset to Empire homes. No matter what the problem was. Zach always had a solution. Zach is a never take no kind of guy. At least in my experience all the issues that I’ve had, which are few have been addressed and fixed in a timely manner. Empire homes should be proud to have somebody representing themselves like Zach. He should be the face of the company as his work ethic is beyond reproach.

  Empire Communities

  Date: 10/19/2023

  Dear Mackey,
  We greatly appreciate your kind words about Zach ***** and your experience with Empire Communities. Zach is a dedicated asset to our team, and we are delighted to hear that he exceeded your expectations. His unwavering work ethic and commitment to homeowners like you are truly exceptional.
  Zach's ability to make the process seamless and painless, even when addressing hiccups, reflects our dedication to providing top-notch service. We are proud to have him representing Empire Communities in our communities.
  Thank you for your valuable feedback. We are here to make your experience with Empire Communities outstanding.
  Best regards,
  Sebastian ******* Customer Experience Ambassador
  Empire Communities

• Review fromAlex B

  Date: 07/27/2023

  5 stars
  Zach Beier was a very great help in solving the garage door issue. He has great customer service rapport and was very professional.

  Empire Communities

  Date: 07/28/2023

  We're overjoyed to read your positive review on BBB! Thank you for your kind words and encouragement. Your satisfaction is our top priority, and your feedback motivates us to keep delivering exceptional service.
  We appreciate your trust in Empire Communities and look forward to serving you again in the future!
  Best Regards,
  Sebastian ******* Customer Experience Ambassador
  Empire Communities

• Review fromMicaella R.

  Date: 12/17/2022

  1 star
  They took over a year to build my home and when I moved in there were so many problems. Plumbing, painting, doors opening the wrong way, and plenty of other things needed to be fixed. They fixed most of the house but the showers still leak. We cannot use the shower downstairs because it leaves a big puddle on the floor. They came 5 times to try to fix it and it still leaks. They refused to fix it because I installed a new showerhead. So I put the other one back on, but now they say it doesn't have a warranty. How is it possible for a new house not to have a warranty? I was told that it was leaking because I put in a new showerhead, what does that have to do with the shower door leaking?? I can't even wash my shower because if I do soap runs out of it, which basically means my cabinets will end up ruined! I'm having to shower in the guests' bathroom, that's absurd!

  Empire Communities

  Date: 12/19/2022

  Empire has verified that the master shower was built per plan and the shower glass is installed correctly. The shower glass is performing as designed during normal use, but it is not capable of being 100% waterproof if water is sprayed directly at the base of the door or poured directly into the seam where the shower door meets the frame. On 12/14, the VP of Operations spoke to the homeowner and explained that this was not warrantable and no action will be taken.

• Review fromKourtney D

  Date: 08/17/2022

  1 star
  I would never build with Empire again. They have been through 4 construction managers since we closed. This doesn't sound like a problem, however, we still have outstanding items that need to be taken care of. Every time they hire someone new they have to schedule to come out and see all the issues to make a list, same list as the previous manager. Then want to schedule the work. Only for me to block out a 4 hour time frame for the work to get started and nobody to show. They claim a schedule issue and the only thing they can do is reschedule it with another 4 hour window. I am still waiting on my microwave surround, it's been 7 months since we closed. They are the worst. Do. Your. Job.

  Empire Communities

  Date: 10/10/2022

  We regret the experience that Mrs. ***** had. We understand this can be of great inconvenience. The delay in the microwave surround kit was unfortunately due to supply chain issues and has since been installed. There are currently no reported issues for Mrs. ******* home. All warranty items the submitted have been completed and signed off as complete by Mrs. Dyson.