Empire Truck Works

This gentleman came to us wanting to install a winch bumper on his truckWe ordered him the one he desired and scheduled him to have it installedHalfway through the install Mr*** took it upon himself to buy a winch from Harbor Freight and brought it to our shop and asked if we could install
itMy shop refused to install it for the following reasonsIt was not ordered through our shopIt was not the correct winch for that bumperMy shop personel has over years of installation experience and said no for all correct reasons and liability issues since the winch was not ordered through our shop.Mr*** left our shop with new bumper on his truck and a winch he bought from harbor freight that we could not installHe then proceeded to return to our shop after some time had passed with his bumper in the back of his truck and the exact winch that we told him would not fit and that we could not install, it had been installed at his residence we presumeHe came to our shop asking for us to fix the torn off bumper from his truck and reinstall a new oneI politely told *** and I also have eye witnesses that will attest that this face to face contact was handled in the most professional manor that any modifications done to the bumper after it left our shop we have zero liability forI asked *** to hold on a second while I went to talk to Richard my shop hand that installed his bumperI asked him if there was any human way possible to install that winch after we put it on without taking the bumper off? He replied "There is no human way to install that winch without manually taking that whole bumper off the truck and putting the winch in the bumper and reinstalling the bumper after the winch was installed" I then went back to the front of our shop and politely told *** that since he made modifications after the bumper left our shop we are not held responsible for the damage he caused to his truckI also stated that he was told by us that this winch was not fit to go in that bumper and that is the reason we would not make the install, not even mentioning the winch did not come from our shop and the winch was double the size that was meant for that bumperWhen I told *** this he was not happy at all and since I told him we were not responsible for the modifications that he made after he bought, paid, signed, and left our shop with a correctly installed bumperHe then left in a rage and the following day he began to harass us on our social media sites, it was so bad we blocked him from the sites and he has since been a huge problem and makes our whole staff feel unsafe We stand strong by our work and anyone that has done business with us will attest to how we do business and how we stand by all our workIf we have done wrong by a customer we are the family owned kinda business that will let a customer borrow our own personal vehicles while we make things right and fix a problem we may have createdThis scenario has only happened once in the years of business

We are not claiming anything, we are standing by work that we do as a business and if products are not tampered with we take full liability for any malfunction or problem. The price of a winch has nothing to do with the problem that is before us, and yes [redacted] is correct that bumper is made to hold a winch. Where [redacted] voided his warranty on the bumper is when he INSTALLED A WINCH THAT HE BOUGHT ON HIS OWN ACCORD AND INSTALLED ON HIS OWN TIME AT HIS OWN LOCATION.  Neither the company that produces and makes the bumper nor Empire Truck works can be responsible for work done outside of our shop. [redacted] should have called us the day that he claims the bumper was loose.[redacted] should have made an appointment to get this problem fixed.[redacted] should not have installed a winch on a LOOSE BUMPER??[redacted] made a decision and in his decision came results that he is not happy with.Warrantied work is not done at home its done in a shop by a competent person or trained individual.If we as a shop did bad work we are starting to wonder why [redacted] is the only person to have a problem with our work. We are not responsible for work done outside of out shopThere are certain procedures that have to be followed in order to stay within warranty guidelines.Not one of the procedures was followed by [redacted].We hope that this matter comes to an end and that responsibility can be taken for NOT FOLLOWING PROCEDURES CORRECTLY.

Complaint: [redacted]
I am rejecting this response because:Empire Truck works has lied to me since day one and fail to take responsibility for the work that was done or should I say work that was not done correctly. Now there trying to use the warranty and policies speech as a way to get out of being responsible for anything.  I also did not void any warranty because I was never given any warranty. Also if putting a winch into a winch brush guard voids a warranty then what is the use buying a winch brush guard if you can’t use it for what it is designed for.  Also I did not tamper with the bumper like they are trying to claim. In addition, just like I said previously I was unable to make it down to Empire to have the brush guard repaired until the winter road conditions got better. Furthermore, it is obvious it didn't mattered when I returned to Empire Truck works to see about repairing the Brush guard since they refuse to fix the problem anyways. In addition, I know for the fact I am not the only person who have had problems with Empire Because I have been talking to a lot of people about Empire and they all have told me the same thing that this company is not worth dealing with. I wish I knew this beforehand because I would not have done business with Empire Truck Works. It is also obvious this complaint against Empire truck Works will not be resolved!!!!!. Empire Trucks works would rather make up lies and excuses instead of trying to come to a solution.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Every statement Empire Truck works has made in there response to my original complaint are nothing but lies and in no way happen the way they claim. I have multiple witnesses and plenty of evidence that supports my claim against this company which includes video and picture evidence. I purchased my Harbor Freight 12,000lb winch before I went to Empire truck works to order the Iron cross Brush Guard and at that time I asked The manager if they would be able to install my winch I bought from Harbor Freight the manager told me yes they will install my Harbor freight winch no problem when they install the brush guard. So I returned to Empire when my brush guard arrived with my winch and I asked them again about installing my winch. I was assured they will install it so I left and when I came back to pick up my truck they decided not to install my winch. Claiming that my winch will not work and that I would have to order one though them. Which they never said anything about this policy when I asked about installing my winch. I contacted iron Cross the manufacturer and inquired about my winch and they told me my harbor freight 12,000lb winch is the correct winch for this Brush Guard. I returned home and installed my winch myself which was very easy I did not have to touch the brush guard or make any modifications at all as the company is trying to claim. I crawled underneath my truck with the winch and lifted it up and slid it into the winch tray. Which Empire is trying to claim it is impossible to install the winch without taking the brush guard off. Then about a week or two later I had to pull my step dads ford explorer out of the snow bank which weighs less then my truck. This caused my brush guard to damn near get ripped off my truck. Then I started looking at the brush guard more closely and noticed they did not install the brush guard correctly and that is why it damn near fell off and caused damage to my truck. Because the brush guard was not installed correctly it damaged my hood grill and bent my trucks factory bumper brackets. I then had to take the brush guard off and put it in the back of my truck because I was afraid it was going to fall off when I drove down the road it was a safety issue. I then of course contacted Empire about fixing it and getting it put back on correctly this time which they told me they could look at it and fix it. But we had a bad winter which resulted in me getting snowed in. so I had to wait a couple weeks until I could return to Empire. But when I did they where rude telling me they would not attempt to make things right. Which I have a witness that will testify that they where rude and this interaction was anything but professional on there part. So I left and there statement about I was in a rage is another lie they are claiming. I ended up going to another shop to have my brush guard installed correctly as it should have been the first time and some of the damage to my truck fixed. I then proceeded to warn other people about this business and wrote a review about this business and In no way did I harass them has they are trying to claim.
Sincerely,
[redacted]