The Empire — Local services in College Place

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...

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...

I buy all my power equipment from the Empire. Mowers, chain saw, repairs on other machines, etc. Not many family run repair shops like Empire left where you get great advice on getting the equipment you need. They never try to upsale me. In fact, Eric correctly sold me a one size down chain saw. He was right. The other would have been too heavy. You can't get instant repair in the middle of the summer anywhere, but Eric and Mike and the crew work all kinds of hours doing their best to help...