Complaints

This profile includes complaints for Rainbow Cleaning Equipment - Empire Division's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rainbow Cleaning Equipment - Empire Division

  1400 N State St Syracuse, NY 13208-2033

  
• 

  Rainbow Cleaning Equipment - Empire Division

  201 Kirkpatrick St Syracuse, NY 13208-2075

  

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:03/20/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 3/13/25 Ms. w******* and her mother (daughter and wife of the owner) sold me a rainbow vacuum. It was explained to me that i had until 3/17/25 to cancel without penalty. On 3/17/25 i mailed a cancellation notice via certified mail and attempted to call, text, and email the business numerous times with no success. On 3/19/25 my cancellation notice was delivered to the business, however it was refused at the door and returned to me, and again i could not reach anybody via the phone, text, or email. Once i mentioned getting my attorney involved via text message to the wife, i received an email stating that they “sent someone to my home to pick up the merchandise and that somebody was home but they wouldnt answer the door”. I replied that is untrue as i was home and that i have cameras to prove nobody ever came. They would like to me to return the unit to their shop in syracuse, allow a “tech” to inspect it, and then they will refund me after 10 days. Per their contract, “upon cancellation the buyer must make the unit available for pick up at their residence and the tech will come inspect it/pick it up”. Reading previous customer reviews have shown that people have given back the item after cancellation and are still waiting for their money back after a year.

  Business Response

  Date: 03/20/2025

  During a scheduled appointment  3/13/25 ***** ******* purchased equipment from our organization. Our organization is aware of ******* desire to return the equipment he purchased and this was done with-in his (3) day right to legally return the merchandise. Our attempt to pick up the merchandise was not successful. We have sent ***** ******* (2) email’s with instructions on how to proceed with his return request. Once the merchandise is inspected and it is determined that the equipment is in the same conduction when it was purchased ***** will receive a full refund. This process usually takes 10 business days however we mentioned that we would expedite the return for him. We have no customer’s that have legally returned merchandise in the same conduction when they purchased it that are still waiting “for their money back”. In regards to ***** ********* complaint with the BBB there are too many falsehoods to address.

  ~thank you Office Management 

  Business Response

  Date: 03/21/2025

  To whom it may concern:I appreciate the help from the Better Business Bureau to quickly resolve this matter. At no time did Empire division, Inc. refuse or deny, Mr. ********* request to return the merchandise he purchased. Due to this fact, the misleading and slanderous information that is being provided to the Better Business Bureau by Mr. ******* is irrelevant. In order to resolve this unfortunate situation Empire Division agrees to another attempt to repossess our merchandise. We will inspect all the merchandise that ***** ******* purchased and verify that it is in the same condition it was when he purchased it. Upon successful inspection of the merchandise to be repossessed, Empire Division will issue a check on the spot for the deposited amount. Please note this will not be a certified bank check or postal money order. This will be a company issued check. Please have ***** ******* agree here and we will make the necessary arrangements. This offer will expire 03/25/2025.Again, thank you to the BBB for the assistance in this matter.Vincent G. W*******President******* Empire Division, IncVGW/mrtEnc: ESQ John C******        Prefered Credit, Inc        ****** Legal Department  

  Customer Answer

  Date: 03/21/2025

  Although I do not appreciate the implication being made by mr w******* of being a liar, as I have provided the document indicating that my cancellation notice mailed via certified mail was refused by the company, I suppose that is irrelevant at this time if he is stating that they are willing to make things right (a call from the president of the company to clear things up could of helped too). I will accept the current terms being offered of a representative coming to my home to inspect/retrieve the items along with a business check for $700 that day. It is unfortunate that it had to come to this, however a lack of transparency and communication with customers is never a good business model, so I do appreciate the services offered by the BBB.  I will be looking forward to a call to schedule a date/time for our meeting.  Thank you! 
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/26/2024

  Type:Sales and Advertising 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.

  On June 8, 2024 I signed a contract with empire division 210 kirkpatrick st Syracuse NY 13208 . I did not fill out the contract the seller did. I was not giving the chances to read the contract , I was rushed to just sign it .they didn't even put my correct name on the contract . ********. I emailed and called the company several times before 3 days I got no response . It was confusing on how to return this vacuum. I finally got ahold finance company who told how to cancel my claims but of course it several days after 3 day cancel. I do not have job or income to pay for this . I would like return the product.

  Business Response

  Date: 06/27/2024

  Hello,******* ******** purchased equipment from our organization June 8, 2024. The contract and three day cancellation provision were signed and dated by ******* ********.******* ******** provided her social security number, a State drivers license, a detailed credit application along with verbally verifying the terms of her contract with an independent finance company. ******* ******** received detailed instructions not only from Empire division Inc. but also the finance company how to cancel her contract in a timely fashion. Our organization received a notice to cancel ******* ********’s contract that was USPS postmarked 06/21/24. This date is far past the three day cancellation provision.We thank the Better Business Bureau helping resolve this issue.Empire Division, Inc   

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  ******* ********
  
  The seller never gave me a chance to read over the contract, she used deter and distracted tactics to have me sign it quickly with out even letting me look threw the contract.  The signature was transposed /copied to all the contract forms . As I have stated I dated nothing . No one ever told me how to cancel the contract or explained the cancelation process.  As you can see in the attachments the contract dose not  have my name correctly on it . IT is obvious that I did not read the contract. The seller lied about alot things the interest rate and warranty price of part replacement,  how company helps people. The only thing this company is concerned about it themselves. 

  Business Response

  Date: 07/10/2024

  ******* ******** purchased equipment from Empire Division, Inc on 06/08/2024. We have attached the Invoice. This is the second time we have attached the invoice. We have circled her name, the date of purchase, her email address. ******* ******** also checked a box stating  (customer Understands) (four) times. We have also included on page 4 and on page 5 our detailed cancelation policy.“To cancel this transaction , mail certified and request a return receipt or send a telegram via *** or ******* ******* or hand deliver a signed and dated cancellation notice at the sellers place of business not later than the cancelation date shown on this receipt.Due to inconsistencies Text messages or emails to cancel this binding contract will not be accepted”On page 5 of our invoice ******* ******** digitally checked a box “Customer Agrees” to the cancellation policy and then signs with her signature that is attached !!!!!****************** is a general email address that numerous people view on a daily basis and although we follow our contract cancelation policy a search of incoming mail did not show the document provided by ******* ********. Although we follow our contract cancelation policy a search of text messages on a marketing line that is monitored by 4 different people did not show any text messages wanting to cancel a contract from ******* ********.******* ******** did send a notice to cancel her contract, the envelope is dated 06/21/2024 and the notice that is directly from her contract is dated 06/20/2024. (attached) Both of these dates are far beyond her 3 day right to cancel. ******* ******** also provided and attended three demo’s to earn extra attachments 06/21 @6pm, 06/22 @10am and 06/22 @2pm. If ******* ******** was trying to cancel her contract why would she attend demos to earn extra attachments? ******* ******** did not cancel her contract.Vincent G. WilliamsEmpire Division, Inc

• Initial Complaint

  Date:12/22/2023

  Type:Product 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.

  I signed up for the Refer and ride Rainbow Equity program the Empire Division Inc, located at 201 Kirkpatrick St Syracuse NY 13208 on 10/02/2023, with my sales person was Kyle L**** . The program states I need 6-12 people to hold a viewing of the vacuum and all my attachments would be free and I need 2 people to buy the vacuum for my rainbow vacuum would be payed off and free to me. I had 2 showings then on the 3rd one Kyle never showed up. I called him he said he never got the info about it. Eventhough I have texts messages with him confirming it. I called and texed with the marketing # 1-************ and they stated they were confused on my friends info. I was able to hold that showing on a different date. On my 5th showing I took time off of work and my friend Sarah also took time off from her job for a showing at 10 am. Kyle never showed up never texted me back no response from Marketing either. Later that day Marketing did call and they told me they sent me and Sarah texts and calls to confirm the appointment the night before and that am. Neither Sarah or I got any call or texts from them. I have been getting the run around about showings . Marketing said I can have a sales person in Virginia see my family down there to get my sales but then no contact with Marketing for weeks either by texting or calls. When i finally talked to the lady she said No i cant do that because it wouldn't be able to link into my program but if I showed my family about the vacuum and program I would get credit but I'm also past my 45 days for the free attachments. I was told they would get back to me on if my family wanted to buy how to do it and if that would count as my sales. Again no contact or response from Marketing. I cant afford the vacuum without the program. It is $3,189.00 they know this. They have made it were I cant do the program and They need to take it back and cancel this loan.

  Business Response

  Date: 01/04/2024

  To whom this may concern:

  ***** ******* purchased merchandise from Empire Division, Inc 10/02/2023 and signed a contract on that date. Three business days from that date ***** ********* contract was legally sold to a finance company. ***** ******* had (three) business days to cancel the legal and binding contract, she did not. This is normal legal practice. If ***** ******* has legal proof that she did cancel her contract ***** ******* can forward that proof to our offices at 1400 N State St Syracuse NY 13208 and we will review the cancelation. Our customers are offered promotions for attachments and other items. We are happy to review any promotion that was offered to ***** ******* and if necessary we may possibly extend the promotion. We have not heard from ***** ******* since December 8, 2023 where ***** ******* asks if she can transfer her purchase to a credit card.

  We appreciate the BBB helping to resolve this matter.

  Thank you,

  Empire Division, Inc

  Office Management

  Business Response

  Date: 02/18/2024

  
  ***** ******* purchased merchandise October 2nd 2023 and signed up for a promotional program called "Refer and Ride", we did not have any appointments scheduled for ***** ******* on the 3rd of Octoberas highlighted in your paragraph. The first three submitted and scheduled promotional appointments our office had for ***** ******* were Sunday October 8th. Our 'refer and ride program" is a detailed promotional program in writing where a customer "agrees" by a doc u sign to all guidelines in the program. One of the guidelines of the "refer and ride program" is that the referring party "ride" on the appointments. ***** ******* "GOASTED" our representatives on all three appointments Sunday October 8th, ***** ******* was not present. On the evening of Sunday October 8th, ***** ******* contacted our marketing department using extremely foul language and was very unhappy because ***** ******* did not realize she had to "Ride" on her appointments (even though she agreed by doc u sign) for the appointments to count for the "Refer and ride" promotional program. This was brought to my attention so I had our marketing department go over the "Refer and ride" program guidelines again with ***** ******* and as a courtesy ***** ******* was credited for the three appointments that were run October 8th. October 21, 2023 ***** ******* submitted a forth appointment that was run and counted for her program. As highlighted in your paragraph on her 5th 'showing" the initial appointment was set for October 20th at 6:00pm and ***** ******* asked to reschedule the appointment for Monday October 23th at 10:00am. ***** ******* once again rescheduled the appointment from the 23rd to October 30th 10:00am. On the night of October 29th and the morning of the 30th our marketing department attempted to verify the appointment with both ***** ******* and the customer, neither responded so no representative was sent. Regarding appointments in Virginia ***** ******* has been told numerous times Virginia is not our marketing area we cannot honor appointments set in Virginia.     
  
  
  As acknowledged by ***** ******* " I understand that the "Refer and Ride Program, the Rainbow Equity Program, and Gift programs are transactions separate from the purchase of my Rainbow Cleaning system and have no bearing on the validity of any " Retail Instalment Agreement" or other contract signed in the connection therewith. I fully understand that I am obligated to pay my monthly payments whether or not I earn the separate items offered by any special.  " I must honor the terms of my retail installment agreement."  "Customer Agrees"
  
  
  
  Due to the said misunderstandings with ***** ******* and her "Refer and Ride" program, Empire Division, Inc. agrees to restart ***** ********* entire program, following program guidelines. If ***** ******* agrees this will be a new gift program starting February 22, 2024 and will expire August 22, 2024.
  
  
  Thank you, 
  
  
  Vincent Williams
  President
  Empire Division, Inc

  Customer Answer

  Date: 02/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  When I signed up for this program I made it very clear I am a bus driver and farmer and there will be times I will not be able to "ride" on a visit. I did not (ghost) them .My sales rep called and spoke with Marketing on me not being present on some visits. He told me that was fine and I would get credit for being there for those visits. Yes there was 3 different visit I was working on the farm and not able to attend.  I was told there were people in Virginia that might be able to help out with my family there. I was then told by marketing my mother could do the showing on my behalf since she was going to be down there. Then I was told by marketing they would get back to me on the Virginia idea but never got a message or call back, "shown in the uploaded text message pictures"  As far as my last showing neither Sarah nor I got any calls or text messages the night before or the morning of the showing. That's weird that both of us got nothing. I can understand one person having a phone issue but both... The first time I got stood up at a showing I called my sales rep and he told me he didn't know about that visit even though he and I texted about it a few days before confirming it. I also called marketing and yes I was not happy and probably did used a few bad words but not off the wall crazy or out of line. I do not want anything to do with this program or facility after how I was treated and I do not want to put my family & or friends in the position I am in. I am willing to clean this unit up and give it all back for a full refund. 
  
  
  
  Regards,
  
  
  
  ***** * *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/04/2023

  Type:Sales and Advertising 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.

  September 5th, 2023.
  
  Predatory sales practice, no documentation given to me by sales people, please see attached documents.

  Business Response

  Date: 10/04/2023

  To whom this may concern: ****** ******** purchased a rainbow cleaning system September 5, 2023. There were two representatives in her home as witnesses and ****** ******** was not intoxicated. ****** ******** signed a legal contract that was verbally verified from her home, and furthermore is recorded. In this recording it is obvious that she is not intoxicated. This office has never received any form stating that she wanted to cancel her contract.  ~Thank you 

  Customer Answer

  Date: 10/07/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The two representatives in question were the sales people in my home. I have tried numerous times to call and again, each time we call, a voice mail is left and we are called back from a restricted number. Numerous times have we been told they do not take returns. Numerous times have they said they were "past the return window" and yet I was not provided with the 2 copies required under the cooling off period in the law. On top of that, I am claiming I was intoxicated, and cannot even remember half the details, not even recognizing who had financed my item. The business has been notified of my wish to return the item, as well as the numerous attempts to reach out. If they are asking I send yet another physical letter, I'll send one certified and provide the numbers here if that means I can return this absolute awful product that I was conned into purchasing.  
  
  
  
  Regards,
  
  ****** ********

  Business Response

  Date: 10/28/2023

  Our office had a scheduled appointment with this customer. Our representatives were early to the appointment, and this customer was not home at the time so our representatives waited for the customer to come home. The customer arrived home driving an automobile. The customer was still in her scrubs, claiming that she just got out of work. This customer had a detailed conversation with one of our representatives regarding dental work because she is in the dental field, and so is our representative. Not only are they in the same field? They went to the same dental school together. They discussed professors, classmates and coursework along with technical terms. This customer claims that she was intoxicated however, she pulled up to her home in an automobile. That would have been illegal. The customer was not intoxicated! This customer also stated that after she purchased our equipment she was on her way To emergency medical training because she is an EMT. Would she have gone to emergency medical training while being intoxicated? Once again, our office received zero paperwork from this customer stating that she wanted to cancel her contract and 0 phone calls with-in the three day cancel period.  Furthermore, she contacted the finance company and mentioned nothing about wanting to cancel her contract. This customer told the finance company that she did not get 24 months same as cash as she was promised, the finance company honored the 24 months same as cash option. We had Two female representatives during this presentation that have no problem being witnesses to every fact, in this complaint, in small claims court. we appreciate the BBB‘s assistance with this matter and consider it closed thank you 

• Initial Complaint

  Date:08/09/2023

  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.

  On the evening of Thursday, July 27, 2023, in the personal home of ***** *** ****** *****, a demonstration of the Rainbow SRX22555704 vacuum was done and they agreed to purchase the vaccuum. After the demonstrator left their home, they reconsidered the purchase and decided to return the vacuum. They filled out the necessary paperwork to cancel the transcation and mailed it certified (#********************) return receipt by the required date of Monday, July 31, 2023, to ****** ******** **** *** *********** *** ********* ** **********. This came back to them "Return to Sender Not Deliverable as addressed unable to forward". They immediately called Empire Divisions Inc. at ***** ******** to try to resolve the issue but were told that the woman answering the phone was not authorized to handle their inquiry and that the manager was unavailable and accounting was not in. On Tuesday, August 8, 2023, we drove up to their office at *** *********** ** ** ********* ** to return the vacuum and cancel the contract. When we arrived all 3 doors were locked. I knocked repeatedly until a woman (who refused to give me her name) answered. She told me to go and get the vacuum and bring it inside. Prior to doing so I asked her to please sign a paper indicating she received the certified letter and the vacuum on that date. She refused to sign anything acknowledging the letter or vacuum were taken into their possession. She contacted her Manager via phone, several times, but refused to let me speak with them. It was a simple request that turned into her refusal to give me anything showing the transaction in writing, stating that I just "had to trust" them, so I took my cell phone out to record the transaction and she told me I could not film in their office. At that point, I took the certified letter and vacuum back to my car as it was obvious the issue was not going to get resolved. We have gone above and beyond to follow their requirements to return this machine.

  Business Response

  Date: 08/17/2023

  Our office has no record of this information provided by the BBB.  Customer Information: ***** ********** **** ****** *********** **  *****Daytime Phone: ***** ******** E-mail: ******************This customer claims she attempted to return equipment with serial numbers to our office, and then she took it back? Merchandise that is returned must be inspected by our service department and be in the same shape when sold before a contract is cancelled. This process is done quickly. Thank you, ~Rainbow Cleaning Equipment