Manitowoc Ice, Inc.

Review: We contacted Webstaurantstore.com and ordered a 255 lb Ice Machine and Paid $1,999.00 in full. The $1,999.00 has been removed from our bank account and paid to he Distributor United Refrigeration. The ice machine was shipped 9/23 and we show receiving the ice machine 10/2. We installed the filter and ice machine. The ice machine would not get cold, so the owner of our company removed the back cover of the ice machine and found the fan blade was not even on the system, but lying on the bottom of the ice machine. We then noticed the copper line was cracked and had leaked all the Freon out of the compressor. We took pictures and told webstaurant about the damage and told them we needed to have this ice machine replaced. We requested the ice machine to be replaced. Manitowoc requested we have a service company come and repair. With the unit never being used and the compressor damaged we requested a new ice machine. We returned the ice machine that was damaged the first part of October and waited for our new ice machine. We received a ice machine on 10/7 and 10/09 and refused the shipment because Manitowoc was shipping the same damaged ice machine back to us. We have pictures of the ice machine with the same serial number three (3) times. The last delivery was on 10/16 and we accepted the delivery so we could prove to Manitowoc the same ice machine was being shipped to us multiple times. We now have the same damaged Ice machine in our warehouse with pictures proving it is the same serial number and the copper line damage. Manitowoc continues to stall on sending us a new ice machine in excellent condition, meaning new and all this time they have another 225 lb ice machine at Estes Delivery company which in our opinion is the new ice machine. Manitowoc says it is the damaged, when in fact we have the damaged ice machine. We have been dealing with this for 3 weeks and still no ice machine in our office after paying $1,999.00 for the machine. All we ask is Manitowoc to send us a new working ice machine for which we paid for. This level of service from Manitowoc is very unsatisfactory and in my opinion they do not care about their customer. To continue arguing with the customer when in fact we have pictures and shipping documents to prove we still are being sent the same damaged ice machine. They received our money and now they won't take care of their customer.Desired Settlement: All we are asking is Manitowoc to stand by their equipment and send us a new and working ice machine which we can actually use. And do this within the week instead of continuing to give us the run around. The ice machine should be in our office and working no later than Wednesday, 10/23/2013.

Business

Response:

10-22-2013

Review: Our recent purchase and installation of your Manitowoc QM-30A Ice Machine has quickly proven UNSATISFACTORY because the machine only stores 21 lbs. of ice, although it advertises that it stores 30 lbs. of ice. We normally have about 75 people or less at our meetings. We were told this machine would meet or exceed our ice-making needs. However, we were "underwhelmed" with the ice production and storage, and found ourselves still having to purchase ice. When we first weighed the ice twice ourselves, on different days, we only got results of 17 lbs. and 20 lbs. Then we called for warranty service and the service man also weighed the ice the following business day and got 21 lbs. So this machine is only storing about 56% to 70% of its specified storage capacity. The service man then informed there is no adjustment on increasing the amount of ice it stores because of an unmovable sensor bar which stops it from making more ice. He said he bent the sensor bar somewhat which might help a little. Then he never came back to check if our brand new machine was up to production/storage specifications. Instead we were given some plastic bags and told to bag some ice ahead of time and store in our freezer. The vendor we dealt with is Conditioned Air, Inc., at [redacted]. This QM-30A machine is obviously defective, and our satisfaction is apparently not of importance to the service/vendor company. Therefore, we look to Manitowoc Ice for remedy. Please advise via Revdex.com how you will help us with the problem resolution.Desired Settlement: REPLACEMENT AND/OR FREE UPGRADE: A satisfactory resolution would be a machine that will truly perform as represented by its technical specifications datasheets from Manitowoc Ice. We would like the machine either repaired and/or replaced with an exact model (QM-30A)or better model (QM-45) at no additional cost to us, including installation, because we were led to believe this machine would be making plenty of ice to meet our needs.

Business

Response:

Hello,Our Servicing Dealer who sold this machine is fully aware of this account. The church that purchased this machine had a much larger machine and personally made the choice that they did not want a larger one again. As such the dealer even met with church board who apparently even mentioned they made a mistake and purchased too small of a machine. Old machine made aprox 200 lbs of ice a day and new approx. 30lbs as day. As well, old storage capacity was aprox 400lb and new aprox 30lbs. As one can see this is a big difference. The Dealer made a good will effort and even gave the customer some free ice bags so they could store ice in there freezer, and is surprised that a complaint was sent to Revdex.com. Regarding storage capacity: The published specification of ice storage capacity for our

model QM-30A (and all of our products and other manufactures in industry) are made in accordance with

Air-Conditioning, Heating, & Refrigeration Institute (AHRI)

standards. AHRI is an internationally recognized industry organization

and their standards are followed by all major commercial ice machine

manufactures participating in the US market. The published specification

sheet ice storage capacity for the model QM-30A reflects guidance to AHRI

standards. As a good will gesture, our dealer who sold the

QM-30A to this customer will contact the customer and suggest they can exchange of this model with a

credit applied toward the purchase of a larger model that is better suited for

there needs.

Consumer

Response:

12-16-2015To Revdex.com of Wisconsin:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to the church's Building & Grounds Committee, per their meeting on Sunday, Dec. 13 to review the upgrade cost of a Neo U-140 replacement machine as outlined on their quote #183. Quote #181 was rejected outright due to cost factor. The additional cost quoted by our vendor is $455.29, after applying our credit for the QM-30A. Please see the attached pdf documents for reference. The church will make the additional payment once the new machine is installed and an invoice from the vendor is received.I have notified the vendor (Conditioned Air, Inc.) via email of the church's wish to proceed with the agreement; however, no acknowledgement has been received yet.

Regards,

Mr. [redacted] First Baptist ChurchVerona, MS