Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First Choice Title of Florida has a lease and service agreement with Empire Digital Products to maintain our printers and copy machine, including automatic monitoring and provision of toner.On March 24, 2025, we opened a service ticket for our copy machine ********. A technician visited our office, diagnosed the issue, and submitted a request for a replacement part. Since then, we have made numerous inquiries regarding the status of this repair. We have only been told repeatedly that the part is on backorder, but no *** has ever been provided and the issue remains unresolved more than three months later.Additionally, I requested a replacement toner on April 11, 2025. I was informed they could not send one until our toner level dropped below 20%, but was assured the levels were being monitored and a replacement would ship automatically when needed.On June 25, 2025, the toner ran out unexpectedly and the copy machine stopped functioning entirely. I immediately called support and was told no one in the office had the authority to order toner and the issue would be escalated. I stressed the urgency of the situation as our business relies heavily on a functional copy machine for real estate closings.Since that call, I have received no communication, no update, and no replacement toner, despite multiple phone calls and emails.This is now a critical disruption to our business operations, and I am extremely frustrated by the complete lack of accountability, response, or customer service. We have fulfilled our end of the agreement, but Empire Digital has failed to provide timely service or supplies.

  Business Response

  Date: 07/11/2025

  Unfortunately, clients tend to mention issues that are not only contractually incorrect, but unaware of the logistics and the proof that exists outlining the blatant disregard one must have to pursue a business on such a prestigious platform. For example, they have requested "back up toner", no dealer provides such nor is it outlined our contract. As far as the time it is taking to receiving a part, the same rule follows. As it depends on an array of items such as - is it coming from the warehouse overseas or in **? Is it a rare item that is more difficult to procure? Accordingly, this to is blatantly not associated with any sort of timeframe for the very same reason as above.
  We are currently subject to our 19-billion-dollar manufacturer who made changes to the way in which the dealers are allowed to order. They sourced toner to vendors, (two to be exact) these vendors unlike our manufacturer are scrambling (likely due to an influx of orders/requests). This essentially does not allow us to control our own fate. However once again nowhere on the contract, and for reasons such as these does it outline a guaranteed time frame in regard to receipt of said toner nor part, nor back toner. There is a reason the claimant has performed several transactions with us and clearly that reason is in line to why we have not received complaints 
  I have attached the service agreement which does not hold us responsible for any sort of time frame; accordingly, I attached the problem as addressed by the manufacture outlining said changes.
  On both a contractual basis and from a business perspective they are incorrect. We have received no complaints in 16 years, an apparently when such occurs the logistics and contractual obligations are not taken into consideration. I find this to be in poor form and the incorrect arena to express that which is predicated on temporary frustration

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am extremely disappointed by the dismissive and unprofessional tone of Empire Digitals response. My complaint is not based on a misunderstanding of the contract, but rather on the complete lack of communication and accountability exhibited by their company over the past several months.
  We have now been without toner for over three weeks, leaving our copy machine completely unusable. As a real estate closing and title company, this significantly disrupts our daily operations and impacts our ability to serve clients. A functioning copier is not optional for usit is critical.
  The real issue here is not just the delay itself, but the repeated failure to communicate any meaningful updates or timelines. I made multiple calls and sent multiple emails, most of which went unanswered. When I did receive a response, it was vague and generic, stating only that "tracking would be provided," without ever answering the direct question: when will the toner arrive?
  As a small business owner, I do not take filing a public complaint lightly. I turned to the BBB only after months of trying to resolve this directly and feeling ignored and dismissed by a company I had trusted to support essential business functions. Regardless of any limitations in sourcing parts or toner, proactive communication and transparency are basic expectations in any professional relationship.
  Due to the ongoing lack of service and communication, I have requested a payoff from the leasing company and am actively pursuing another vendor. I simply cannot continue to work with a company that shows such disregard for its customers and the real-world impact of its inaction.
  This complaint is not about contract fine print its about respect, accountability, and the ability to conduct business, none of which I received from Empire Digital.

   

  Sincerely,
  
  ******* **********
  
  
  
  
   
  

  Business Response

  Date: 07/14/2025

  In business, particularly once in 17 years or so your reliance upon others exists. This is typically where we take proactive approaches. However, If the cattle farm that sells ********* the meat for their burgers tells them they have no more cows, ********* will be forced to figure out another alternative. All we are doing is looking for another farm so we can continue to sell our product. This does not benefit and there would be no reason or advantage for Empire to proceed in a spiteful or purposeful manner.

  We have been told we can speak to two other" farms"(metaphor continued); however, the turnaround on the receipt of these cattle is substantially different than that of which our customers are used to.

  Our work around leaves us subject to waiting until we can figure out a more out of the box way to stop this (which currently doesn't exist) however will very shortly (rather not put in writing)

  We hate that this is occurring, but the trust we have developed with our client base has netted ONE complaint in 5800 customers.

  People are aware of our honesty and integrity, precisely why we never receive complaints.

  Furthermore, and contractually speaking we are NOT bound to a time frame for when we send client these items. We wouldn't have many clients if the time frame has been good though!

  This is an isolated customer, who has proceeded with less than desirable behavior towards most of my employees as recorded.

  Based on the legality and how this can only serve to lose us accounts, there is zero motive for said complaint. Losing an account is the biggest price to pay. Accordingly, we have broken no rules and are still subject to ordering from ****** whose turn around we don't control.

  This is nothing we deserve to be penalized for when we never created this web, were simply trying to untangle it.

  Any supportive documents exist upon request. It would be nearly impossible to stake this as a legitimate claim. It cheapens the reason as to why BBB has become a trusted platform for vendor wrongdoing.

   

   

   

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  While I appreciate the response, I remain disappointed that it took filing a formal complaint to finally receive a direct explanation. Unfortunately, it does not appear that a resolution is likely at this point, and due to the prolonged lack of communication and support, Ive already been forced to seek alternative solutions to keep my business running.

  I want to be very clear: my intent with this complaint was not to harm the reputation of your business, but to express the very real frustration and operational challenges caused by weeks of silence and inaction. To characterize me as an isolated customer with less than desirable behavior is both inaccurate and dismissive. I have remained professional throughout this process as my email correspondence reflects and only became increasingly frustrated as repeated outreach went unanswered.

  If this issue is in fact part of a larger supply chain disruption, as your response now suggests, then it should have been clearly and proactively communicated to affected customers. Thats what any reasonable client expects, especially when their business depends on essential equipment functioning properly.

  Im a reasonable person, and had I been provided timely updates and honest communication, this situation could have been avoided entirely. I hope this serves as a reminder that clear, respectful communication goes a long way and in this case, could have preserved what was once a good working relationship.

    

  Sincerely,
  
  ******* **********