Chose 1 star only because i had to... Purchased an $11,000 unit from this company. After a couple of months it was not cooling. After several call attempts, someone finally answered and we were able to schedule a service call. No one ever showed or responded to our calls. Went to their business and was able to speak to receptionist. Service call was initiated to which we were charged over $300.00 because the deadline for the free service call had expire. This summer, we had the same issue with our $11,000 system and no one ever showed. After numerous calls we decided no one was going to show and just hoped for the best. I read several comments regarding this company's customer service. Now, I pray i got the system i paid for. read more

I purchased a Carrier air conditioning and heating system (through Edwin Martinez) from Empire Refrigeration on September 16, 2023 with installation on September 21, 2023. Over the July 4th 2025 weekend I discovered water pooling at the top and bottom of the air handler inside the house and I had to have emergency service come to fix the problem (for $280). The service technician found 3 separate 'bursts' in the copper tubing on the roof of the house which drains the unit's excess water condensation. Additionally there was damage to the ceiling of the house. The unit is not even two years old. I would expect that a $11,623 HVC installation would hold up better and that at least Empire Refrigeration would help resolve the malfunction. Empire has ignored my letter asking for assistance. All I asked is for them to remedy the possibility of future 'bursts' like the ones that occurred in July. As a 83 year old female I am limited in my roof climbing abilities. read more

We had an AC unit installed 3 years ago. We should have known what was in store for us when the salesman (Edwin) was very late for our appointment to get information on buying AC unit. We decided to give Empire Refrigeration the job. The installation was completed in 2 days-----everything went well. However, once they make the sale they forget about the customer. The past 2 years we had problems getting them to show up for preventative maintenance service. This year we needed repair service. We called 5 times and each time we were given an appointment by Edwin. They never showed up! Those 5 days we werent able to leave our house because we were waiting for them. What a waste of time. We are elderly people and perhaps that's why they ignored us. I hope the owner knows how his employees are misrepresenting him. We tried going to the office but it was locked during working hours. There's a reason why they are not a BBB company. BEWARE!!!! read more

No les recomiendo esta compañía de refrigeración. Muy mal servicio, mala instalación y después de que te cobran ya no regresan a reparar sus malas instalaciones. read more

Empire Refrigeration - Por ejemplo mala instalación y mal servicio del producto y tengo dos semanas sin refrigeración y nunca vinieron a arreglar. - Heating & Air Conditioning/HVAC Near Me - El Paso, Texas

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I had a double charge posted to my credit card for the same repair. Had to call several times to try to resolve the issue. Finally had to dispute the charges by notifying my credit card company. That is when I finally was able to get Empire Refrigeration to credit my account for the extra charge. read more

According to the company, due to the Coronavirus pandemic, they informed me that they are only doing new installations. According to them, they do not have the technicians to go out for other type of calls. My call was regarding my A/C unit not cooling. So, if you see their ads/ commercials, like I did, it's for new unit installations. read more

Great costumer service my install was done very neat and they were on time. Most important the price was very affordable.

They were in and out and explained everything that they would be doing. Great work and customer service.

Edwin and everyone at Empire were amazing, thank you! 2 years later, no problems and Edwin is still available if we need anything.

From my first contact with Empire and speaking with Mr. Martinez was an effortless experience. The estimate and the service performed was as promised. The technicians that came out were courteous and professional. They did the work and repaired any scratches due to holes that were drilled etc... I now have even and controlled temperature throughout my house. I highly recommend Empire for your conversion. The price was very reasonable. read more

When another HVAC service wasted my time and my leave hours from work...Empire came to the rescue. Not only did they repair my unit but their customer service was top notch. They really seemed to care and were very responsive. They were flexible with my schedule and the technician was prompt, friendly, and very knowledgeable. Would definitely use them again. read more

Worthless company, I needed service for a rental property which had a elderly person living, I called to get heat service repair for that day. they said they would schedule it for the afternoon , they never showed up , never called and on top of that they never answered their phone. They did not have the decency to let me know they weren't going to make it. If I would've known I would've called another company. read more

Here is my experience with Empire. The INSTALL AND THE REPAIR. I scheduled 4 contractors for estimates in December when the work was to be done, only 3 showed up, 1 was an idiot, 1 was a good contractor I have used in the past, and the other was Edwin from Empire. I went with Empire because they were able to do the complete job, including the sheetrock work that needed to be done after my ductwork was moved from my ceiling into my attic. Very small attic, the ductwork pretty much fills it but wow my house looks great now because of it. Anyway Edwin was by far the most knowledgeable of the contractors. He explained every detail to me from start to finish (I like that because my wife always has 1000 questions afterwards I have to answer). His crew was awesome, as my luck would have it, it froze the night the new system was installed, but they made sure my heater was working properly before they left so I never went without heat. It took 5 days for them to finish the job including the sheetrock work and patching all the old register holes in every room, and adding 12 inches of insulation in the attic. My system is AWESOME, I had a repair done today, I called, they sent the technician to diagnose it, and another tech showed up that same day to install the parts. Way to go EMPIRE, thank you so much for your professionalism and customer service. I forgot I qualified for 60 months no interest!!! Don't regret not calling EDWIN from EMPIRE, these guys rock!!! Jerry B El Paso read more

For my first appointment scheduled with Empire Refrigeration, they were late. I had to call them at midmorning to ask if they were showing up or not. Spoke with Edwin, he was clueless about the appointment but said he would be right over. I already had one estimate and other companies lined up. Edwin gave me a good presentation and a good estimate, so there and then I decided to go with his company. This was to be a total replacement of our existing refrigeration unit. On march 26, 2021 his techs showed up as promised and had the unit installed by the end of the day. The techs came back on Monday March 29, because I complained to Edwin that not enough air was coming out of the registers. The blower speed setting was changed and that took care of that. Edwin came on March 31 to collect payment. I mentioned that I needed an owners manual and needed the techs to look at the furnace because when it fired up, it made a loud noise. Also, I needed to know what day the city inspector would be coming. Edwin stated that he would get back to me. Since that day, I have been calling Edwin and his office and have yet to get the owners manual or get the techs to fine tune my HVAC system. I have called his office and have been told 5 times that the techs would show up and they did not call nor show up. I wrote a letter to Mr Hugo Escalante - General Manager and hand delivered it to his office and on Monday April 19, will be one week and have not heard from anyone. On my walk today, a saw an Empire Refrigeration crew about to install a new unit and I was tempted to advise the customer of my problems. the next action I will take will be to contact the BBB and file a complaint and also contact the Trane main office, file a complaint if possible and request an owners manual. Right now, all I want is for Empire Refrigeration to come and fine tune my system by regulating the registers, the blower motor speed and check the furnace. I really dread having problems during peak summer or winter seasons and Empire not responding as they promised. Would I recommend Empire Refrigeration, I don't think so. read more

Had these guys put in the Refrigerated Air Conditioner in our house and it has been a Godsend! They came out and it was installed in 1 day tops! And that afternoon a cleanup crew made sure it was all clean before they left. If I have ever had a question, or if something has needed to be looked at they reply right away or are here within the hour! We are very happy with the service! Plus they worked with us on making payments! Best investment ever! read more

Empire Refrigeration installed a HVAC Trane unit at my house in January of 2020. Great bunch of very professional technicians! The entire job only took about half a day. Everyone had their particular task and job to do and they worked together as a team very efficiently. They were also very polite and respectful and answered all of my questions or concerns. The unit has been working beautifully! Here's why 4 stars and not 5....... My house lot isn't very wide and the outside Trane unit, being installed per city code, left little room for me to walk around it without entering the neighbors property. The tech who installed it said that after the inspection they would return to move it in a half foot or so to give me some more clearance. Well I called several times, spoke to Edwin, and he had a tech come to the house and check it out. The tech said he would setup a time to do it. It never happened and I called again with again no results. A bit frustrating..... read more

Worst experience. Not an honest company. I regret purchasing my heating and cooling system with them. I don't recommend them at all. Make sure you do your research before you accept their contract and demand that things are done right before you sign the agreement. read more