A Plus Restaurant Equipment Inc.

Review: On august ** 2015 I went to a. plus restaurant equipment to purchase an ice maker machine I saw on [redacted] a used (maxx ice under counter machine mim 100) that makes 100 pounds of ice per day.

I spoke to the representative/salesperson there and he said that the machine has been tested and approved and ready to go, I asked him how much and he said 650.00$ I asked him if anything goes wrong or if it's not functioning right I can bring it back for repair or refund, he said that they will send a service man to fix it and if it persists I can return it no problem for a refund. And I paid him what he asked for.

I picked up the ice machine took it to the shop hooked up the lines and turned it on and there was nothing but water running and no ice, so I called and complained about it, and I spoke to the owner or manager and he kept on insisting that (I) not him had to bring in a professional Plummer to install it, which didn't make any sense because it was supposed to be (ready to go) and I was NOT told by the salesman in the first place to bring in a professional Plummer, other wise I would not have purchased it, and so he sent a service man and he did arrive the next morning and adjusted what was needed, because it was not as the salesperson said it was, it really needed service just to produce ice basically (not to just fine tune it).

I spoke with the owner/manager and he kept insisting that there is nothing wrong with the machine, and I told him ill run it and see how it works otherwise I'll bring it back.

The machine ran from around 11:30 a.m. until 11:30 p.m. and I took photos of what it produced and it was around 2 or 3 inches of ice and a video. And let it continue to run until 11 a.m. the next morning and it was still not full, with the first batch, it was below the batch line.

The machine supposed to produce 100 pounds (manufacture says 106 pounds) but the bin allows around 35 pounds (estimated by manager/owner) and shuts off automatically, till it's empty and then it will run again, and so on. So being easy it is at least the full bins every 24 hours

so in my case in 11 and half hours it did not fill one single batch, so on Friday I said I’ll make it easier on the company and I took the machine back to them, there they would not let me bring the machine in until I speak to the owner/manager and he went all disappointed about why I didn't call him first before I made my decision to return the machine and ask for a refund. and so he started to question me about everything and trying to make me believe that the machine is good and that it is my fault to begin with that I didn't bring in a professional Plummer and tried to convince me that 24 hours is actually 12 hours, and that I didn't give it enough time and that I made my calculation wrong and that the reason I want to bring this for a return was that I want to buy another machine and he wasn't having it, and that he spent 125.00$ for the service man to come and service it and if there would be a return he would deduct that from the 650.00$ and refund me 525.00$ insisting that this is all I’m getting and even though I agreed on the refund IF he refunded me right there and then but no he didn’t and I also sent photos of it and a video but he said that I was taking ice out so it doesn’t look full and also that the machine produces (up to 100 pounds a day ) and so anything under that is o.k. but he would say how much is under 100 pounds a day even though on the website it said clearly 100 pounds and I have a snapshot of it, and make it sound like I don't know what I'm doing so on and on ...... and all I was telling him that the best proof was in the machine by hooking it up and letting it run and we can see for ourselves, but he said that he would hook it up and test it but there isn’t enough time to see a first batch, so he agrees to open the gates and receive the ice machine, but took it to the back and I could not go there to watch it as it runs, all I can do is go back when it’s full, so I called my boss and he said leave it there for the weekend, and go back Monday and ask for my money back, because the question is how do I know that the machine really produced that ice? And then I will have to take it from them to the store hook it up and find out that it’s not working properly, and then I’ll have to take it back and argue with them to fix it until my 30 day warranty is over and I will be stuck, and I am worried that I will be stuck with it and my boss will make me pay for it and maybe fired also. And I’ll be stuck with a broken machine.

The faith and trust is gone between us right from the get go and he wanted to throw that machine on me and I can’t accept that.

I want a solution because I don’t feel comfortable with this machine or company and its dealings.

and I have lost a bit of business since it's in the shop as little as it is it helps us and the machine lookes like it will be in and out until the warranty is over and I'll be stuck with it.Desired Settlement: I would most of all like a full refund, with out any deductions, because I was told that their product was ready to run by the salesperson there, he was not upfront about the defects about it and that it needed service and repair and not just a installation, because I installed it, we had a previous machine all we needed was a new filter.

Business

Response:

[redacted] viewed a product we advertised on our eBay page. He came to our location, inspected the unit, agreed on the price and paid for the item. [redacted] completely ignored our instructions and the technical plan that is expressed by the manufacturer. He decided on his own to improperly install a commercial ice machine. [redacted] phoned us to express his disappointment with the amount of ice the machine had produced. Please keep in mind that at this point, we had the contractual and legal grounds to void any such warranty since he ignored our rules and policies and installed the ice machine himself. In an effort to help [redacted], we dispatched A Refrigeration Services Inc. to his location. Immediately following, a licensed refrigeration mechanic inspected the unit, pointed out the improper installation and pointed out to [redacted] that there is nothing wrong with the unit. [redacted] claims that the unit does not produce the amount of ice he anticipated. The product works correctly. The real issue is that [redacted] did not properly research the amount of ice he would need for his volume of business. After realizing this, instead of admitting that he made a mistake, he insists that the item does not work properly. [redacted] was granted the opportunity to use his monies spent towards store credit. But he refuses and insists we have elaborately planned this out in an effort to sabotage him. In reality, we have a bill from A Refrigeration Services, Inc. for $125 for the service call to the location. We will have to pay this ourselves. We do not see what else we can offer [redacted] to satisfy him. We urge the Revdex.com to explain to [redacted] that we have gone out of our way to accommodate him, that his demands are unfair, and to point out to him that we did not do anything wrong.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

like I said clearly before, A.plus sold me an ice machine that does not fulfill its job capacity properly as shown in the advertising photo, it says 100 pounds, it did not do its job and the last time I spoke to the owner/ manager he admitted and said that the machine filled up the bin in a matter of 14 hours and that the bin holds up to 30-35 pounds so in reality in order for the machine to make 100 pounds of ice I would need around 42 to 45 hours!!! and that (is more than 24 hours) that is not what its advertised for because the ice machine industry has put a standard on ice machine production by using the equivalent (( day)) standard as in ((24 hours)) for a full production. so what does he do ? he ignores the malfunctioning and the less productive ice machine and goes on a lecture that I did not (install it properly) and as I said that his sales man told me that it has been (serviced and ready to go) that means they have checked it and it has produced the required ice as advertised, if he would have said in reality to bring in a professional installer I would have definitely rejected the purchase, because that means they have not checked it, so nothing about installation, so coming to think of it he just wanted to get rid of it. and then I need to say what kind of installation we are talking about? hook up the hose to the machine? really ? brain surgery? and since the store had and Ice machine before its not complicated, especially if it has been checked and serviced by the selling company as claimed! so the company found out it was not an easy sale and they had to bring in a professional and what did he do? he did what was supposed to happen in the first place in the shop and then they would have found out it did not work properly, and would not have gone through this, and one more thing the ice machine does (not have any outside adjustments to set) so in reality it is supposed to be set by professionals as (the company claim they are) because they are in the business of buying and selling equipment so it must be checked by them (before ) it reaches the costumer and I see this as false advertising also, and then he charges me 125$ for something he had to do in the first place as in (checking the machine)! so now he wants to deal with me again and give me credit so we can go through this again with another product??? I don't see that possible or feasible ! once is enough. this has nothing to with wanting a bigger machine at all, if the machine produced what it was advertised for I would take it, and to prove myself that I would take if it produced the 100 pounds advertised I would accept a panel of any reliable outsider to be present while the machine produces 100 pounds of ice a day (24 hours) and certify it that it does and I will take it! need anything more to say? but the owner/manager will go again around the professional issue and come to think of it, he said that the professional (re-installed it) so the question is why isn't it producing the required 100 pound of ice as (claimed as advertised)???? please A. plus lets stay focused on what matters in hand ( the ice machine does not work properly to its full capacity as advertised!) thanks.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]'s response is redundant and comical. He keeps bringing up the same statements over and over again. We urge [redacted] to examine line # 7 of our store policy (our entire store policy is written on his invoice). This line clearly states that "All commercial equipment must be installed by a licensed professional. Any installation done by a non-licensed professional will void any warranty." This is common practice in our field and it is a standard implored by hundreds of similar companies and thousands of factories. In reality, we could have ended contact with [redacted] after finding out that the unit was not installed by a licensed plumber. We clearly do not think we will get anywhere with this issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Mr. p[redacted] again is going around in circles as

if the ((licensed Plummer)) would have made the ice machine work up to par! But

it doesn't -because- he has sent- a ((licensed Plummer)) and it still doesn’t

work properly! the machine was hooked up and the Plummer did nothing more than

adjust the (settings) that should have been adjusted at A.plus and Mr. p[redacted]

still wants to charge me 125.00$ for it, and for A.plus restaurant equipment to

find out that it functions with poor performance, and just wanted to move the

loss over to the next guy. And he cannot

and will not go any further with testing his equipment to a third bias party to

verify it. and as said before the ice machine does not come with any external

setting, the only setting outside is the on and off switch and what's on the

inside its to be set by (the company that purchases it and reconditions it and

prepare it and (inspects it) to sell it

as advertised in the screen shot photo advertised 100 pounds a day, and

at the end of the day it's called (settings) which mean that no matter what

point or degree or number you choose in the machine settings it will -still -

function! Properly! And after the Plummer

adjusted it, it showed poor performance!

And as far as installing, it's one line from the main water line which

by the way was there before with filter to the machine water input. I am 48

years old and I know what i'm doing I have years of experience in this business

and when a sales man says that the equipment has been inspected and set and

ready to go, you take his word for it in the faith that he would want your

business again. But it was all a trick, as I can translate it. the fact that I installed it then the Plummer adjusted it does not void the fact that the ice machine does not work properly up what it has been advertised to be! the line 7 is all mr.p[redacted] has to avoid proving his machine works properly as advertised!

as anyone notices Mr. p[redacted] does not talk about capacity, or volume,

production, condition, or about days and batches or (up to) as he love to say

or how the machine functions, because he is in defense mode and lets be real if

he is so sure of his company and its standard of maintaining appliances and

machines and he is not into the business of false advertisement and poor

equipment , then he should and would agree to a test by a third party

and if it is certifiable to produce 100 pounds of ice a day then I will take right on the spot, it is not

to go back to him so he can switch the parts back to the old one, I won't

accept that, but it's not happening at all. But he's stuck on line 7. And cannot

go any further to prove his credentials.

so after all this from 650.00$ he wants to deduct

125.00$ ((to find out that his machine doesn't work up to par)) and will

(still) not refund me my money and wants to give me in-store credit so we can

go through this again!? At one point

just to make it easy on us both I told him to deduct the 125.00$ and refund me

the 525.00$ but Mr. p[redacted] still refused! This is a total nightmare! I’m stuck

with him until he takes all my money! What am I supposed to do? Just let it go

and chalk it up a loss? There is nothing in his store for me and there is no

trust at all! I returned it the as soon as I found out if functioned poorly around the 3rd day while it was under warranty and it is still in his possession no fix or no refund !!!

the issue is not money but principles, when your

word is your bond, it's who you are, so with the loss i'm taking the only

satisfaction I can get is letting people know how this company deals with

people and to give them a heads up warning! ...... For future reference and my

case is proof.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Dishonest business, they sell untested junk and give a warranty that will not be honored. I purchase an Ice cream machine and had to rent a truck to pick up and deliver to my store due to their what I now feel are intentionally unreasonable and high priced delivery charges. I was told machine and all equipment are 100% fully tested and carry a 90 day warranty so I didn't bother testing it there. Once delivered and tested it at my place, it leaked black gear box oil mixed with water all over my newly grouted white floor. I called A-plus and was told they will exchange it only NO REFUND and that I would have to bring it back (they won't send a technician or pick it up). I had to rent another truck and angrily lug the 350 lbs machine back and exchanged it for another that was supposedly 100% tested. Since I could not bring ice cream mix and fully test the machine, I briefly tested the cooling system and assumed the rest was fine. Unfortunately the newly exchanged machine had a seized gear reducer box which allows only one mixer to spin but not the other, making Ice cream only on one side. I called and was told I could only return it for store credit which means I'm limited to only buying more of their junk. I had to contact the machine manufacturer and purchase a new gear box at my own expense and labor. I felt strong need to warn as many people as possible about these [redacted].Desired Settlement: Reimburse my costs $165 for truck rental to return original machine.Reimburse replacement $480 parts and labor cost of repair.Honor the balance of warranty by sending a technician to my location for future repairs.

Business

Response:

[redacted]

Complaint Information (Please provide a brief and factual response to the complaint that you received.)

Your initial response and your final response to the complaint will be made public in the Revdex.com Business Review for your business on www.newyork.Revdex.com.org. Please be careful to make statements that are correct and not likely to create liability for you when they are published. *

The complainant (our customer) originally saw our company products on [redacted] or our website. He has complained about having to rent a truck to pick up the ice cream machine he purchased due to what he felt were "intentionally unreasonable and high priced delivery charges." We offer some of the most reasonably priced shipping quotes in the industry. The customer refused our shipping services and set up his own pick up. Therefore, any charges he incurred as a result of this are irrelevant.

The customer called after picking up the ice cream machine and said the unit was working, but there was a problem with an oil leak. The unit was a secondhand (used) piece of equipment that features many moving parts. It is very common that either repairs or adjustments will need to be made on units like these. Because we do not offer any on sight field repairs (due to the fact that the unit was picked up, not delivered), the warranty in effect would require him to bring the unit back to our warehouse. This would be similar to a customer going to Best Buy, purchasing a photocopier or scanner, and expecting someone from the company to fix it at their location. Instead, that customer would be responsible for bringing it to a service facility. Any transportation costs would again have no relevancy.

When we explained this to the customer, he became very erratic, very hostile, and he went so far as to threaten one of my employees. We can provide an affidavit for testimony and we can possibly attain a record log of the conversation, as we occasionally record our calls for quality assurance.

The customer finally came to our location and as per our store policy, was given the option of store credit or merchandise exchange. He chose the latter and picked out another machine. This time, we tested the unit and set it up in front of him to show that it was working. We loaded the item onto his truck. He then went into our office, apologized to the employee whom he threatened, and that was the last time we heard from him. He has not called back or reported any issues with this other machine.

We would advise the customer to refrain from using the phrases "untested junk", "dishonest business" and "these [redacted]", due to the libelous nature of these comments. This may warranty a law suit in the area of slander.

The customer still has the option of returning the unit for store credit or exchange.

THE TEXT OF YOUR COMPLAINT WILL BE PUBLICLY POSTED ON THE Revdex.com WEB SITE (Revdex.com reserves the right to not post in accordance with Revdex.com policy). PLEASE DO NOT INCLUDE ANY UNNECESSARY PERSONALLY IDENTIFIABLE INFORMATION (such as Social Security numbers, Birth Dates, etc.) IN DESCRIBING THE NATURE OF YOUR COMPLAINT.

BY SUBMITTING YOUR COMPLAINT, YOU ARE REPRESENTING THAT IT IS A TRUTHFUL ACCOUNT OF YOUR EXPERIENCE WITH THE BUSINESS.

Revdex.com MAY EDIT YOUR COMPLAINT TO PROTECT PRIVACY RIGHTS AND TO REMOVE INAPPROPRIATE LANGUAGE. *

· I read the above statement

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Below are my responses in bold print to the seller:

The

complainant (our customer) originally saw our company products on [redacted]

or our website. He has complained about having to rent a truck to pick

up the ice cream machine he purchased due to what he felt were

"intentionally unreasonable and high priced delivery charges." (I felt the charges were intentionally unreasonable and put in a position where renting a truck would be my only logical choice. Had I known he would turn that option against warranting the product, I would have paid delivery or better just simply walked away). We offer

some of the most reasonably priced shipping quotes in the industry. The

customer refused our shipping services and set up his own pick up.

Therefore, any charges he incurred as a result of this are irrelevant.

The customer called after picking up the ice cream machine and said the

unit was working, but there was a problem with an oil leak. The unit was

a secondhand (used) piece of equipment that features many moving parts (Allegedly tested by seller and carries a three moth warranty).

It is very common that either repairs or adjustments will need to be

made on units like these.(So seller should have indicated the item is sold as is untested and not imply it is working with a warranty) Because we do not offer any on sight field

repairs (due to the fact that the unit was picked up, not delivered) (that was not mentioned at the time of purchase. Sounds like your policy is evolving to suit your needs),

the warranty in effect would require him to bring the unit back to our

warehouse. This would be similar to a customer going to Best Buy,

purchasing a photocopier or scanner, and expecting someone from the

company to fix it at their location.(this is a 350 lbs machine not a portable scanner...No comparison. that's a silly analogy Instead, that customer would be

responsible for bringing it to a service facility. Any transportation

costs would again have no relevancy.

When we explained this to the customer, he became very erratic, very

hostile, and he went so far as to threaten one of my employees. We can

provide an affidavit for testimony and we can possibly attain a record

log of the conversation, as we occasionally record our calls for quality

assurance. (That was misread by employee. I raised my voice to show my resolve but never intended or implied in any way to harm anyone.)

The customer finally came to our location and as per our store policy,

was given the option of store credit or merchandise exchange. He chose

the latter and picked out another machine. This time, we tested the unit

and set it up in front of him to show that it was working.(I was not able to fully test machine due to lack of Ice cream mix. I just tested the refrigeration portion) We loaded

the item onto his truck. He then went into our office, apologized to the

employee whom he threatened, (apologized for raising my voice there was no threat) and that was the last time we heard from

him. He has not called back or reported any issues with this other

machine.

(When I finally cleaned and filled it with ice cream mix, I found it had a defective gear box and only Vanilla side was working. I had to order a new gear reducer box from manufacturer at a cost of $300.00 plus labor. Otherwise if the seller's twisted logic warranty stands, I would have had to drive the machine back to his shop to replace the part....Ridiculous).

We would advise the customer to refrain from using the phrases "untested

junk", "dishonest business" and "these [redacted]", due to the libelous

nature of these comments. This may warranty a law suit in the area of

slander.

(I don't know how seller treats other customers but in my opinion, I feel like I was unfairly treated and was sold product in need of repair (Junk). You were not willing to stand behind your product so I feel cheated. I feel that at this point, there is no point in exchanging the machine for any other product that may or may not work as intended, and I have lost faith in your alleged warranty to support of any purchase. That is not slander, that is my impression).

The customer still has the option of returning the unit for store credit or exchange. (for what? You have nothing else I want or need).

A partial refund would at least show a willingness to right a wrong.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

In regards to [redacted]’s additional concerns:

We have tried on numerous occasions to please or help [redacted]; nothing we try seems to be good enough on his part.

We will again summarize the situation:

[redacted] came to our location, picked this particular ice cream machine himself apart from 5 other units. He was given a very fair price for shipping, which [redacted] declined and chose to rent his own vehicle to pick up the unit himself. Please keep in mind this is a 350+ lb 5 foot tall large ice cream machine. [redacted] feels we intentionally made the price for a delivery unreasonable, which makes no sense to us.

[redacted] called to report that after he picked up the unit and installed it, he had an issue with it. We told him he could bring it back and we would either repair it, or give him another unit (exchange). He chose to exchange the ice cream machine.

[redacted] brought the original ice cream machine back and we allowed him to pick up another unit. We had him try it here at our facility. He saw with his own eyes that it was in working order and we loaded it on his truck and he left.

Sometime later, we find out that he claimed the second unit had a bad part and that he ordered a replacement part. He never made contact with us to inform us, but instead is now asking for a refund. This is bizarre and unprofessional on his behalf.

We have exhausted all possible remedies and feel that giving [redacted] any money would simply be a foolish move.

We are sorry [redacted] feels the way he does and wish him luck in his business.

Review: I ordered a propane smokehouse on November **, 2014. The price for the unit was $1,099.00. I upgraded the unit to a thermostatic model which was an additional $200.00. I had it shipped to Montana. I received the unit but it had the wrong thermostat installed. I called and talked to the person whom I had placed the order with ([redacted]) and told him what the issue was and he said he would call me back after he talked to his boss. I waited for a return call but never received one. I called again two days later and talked with the same person and he agreed that it was the wrong one but said that they could not send me the correct one. I told him that I would like to send the thermostat back and get a refund. He said he would have to ask his boss and he would call me back. again I never received a call so I called back after a couple days. I was finally able to talk with him again and he said that I could return the thermostat and he would refund me $200.00. I sent the item back that day. I called them after not hearing from them for over 2 weeks and he confirmed they had received the item. he told me he would call me when the refund went through. Over the next several weeks I made many phone calls trying to get them to refund the money. finally around the [redacted] of January the refund showed up on my credit card in the amount of $80.00. I have since tried to call and talk with him and left messages. They will not return my calls.Desired Settlement: Would like to be refunded the amount agreed upon which is $200.00. I have received $80.00 and would like remaining $120.00.

Business

Response:

The propane smokehouse that [redacted] purchased was a brand new unit. We are a restaurant equipment dealer, but we are not the manufacturer. As it turns out, the manufacturer DID install the incorrect thermostat into this unit and [redacted] was correct in identifying that problem. Unfortunately, the manufacturer did not have the correct thermostat in stock and there would be a lead time before [redacted] could receive it. As a result, he chose to send the thermostat back and receive a partial refund for the purchase. When we received the thermostat back, all information was forwarded to our accounting department and his refund was processed. Sometimes, even if the refund is processed immediately, it may take a few days (or weeks) for it to show up on a credit card statement. This depends on the issuing bank and the amount. After the refund was processed, [redacted] called up and told us that the amount he was refunded was incorrect. We told him that all of the information on his invoice was forwarded to our accounting department and they should have issued the correct amount. When he insisted that he was owed an additional $120, we asked for a copy of his invoice (something we ask all customers to keep) in order to show the amount he paid for the thermostat. He never sent us a copy of the invoice and instead seems to have contacted the Revdex.com. At this point, we are simply waiting on proof from [redacted] that he was charged $200. If he can provide an invoice with that amount on it, we have no problem issuing him the remaining $120. Thank you!

Dishonest business, they sell untested junk and give a warranty that will not be honored. I purchase an Ice cream machine and had to rent a truck to pick up and deliver to my store due to their what I now feel are intentionally unreasonable and high priced delivery charges. I was told machine and all equipment are 100% fully tested and carry a 90 day warranty so I didn't bother testing it there. Once delivered and tested it at my place, it leaked black gear box oil mixed with water all over my newly grouted white floor. I called A-plus and was told they will exchange it only NO REFUND and that I would have to bring it back (they won't send a technician or pick it up). I had to rent another truck and angrily lug the 350 lbs machine back and exchanged it for another that was supposedly 100% tested. Since I could not bring ice cream mix and fully test the machine, I briefly tested the cooling system and assumed the rest was fine. Unfortunately the newly exchanged machine had a seized gear reducer box which allows only one mixer to spin but not the other, making Ice cream only on one side. I called and was told I could only return it for store credit which means I'm limited to only buying more of their junk. I had to contact the machine manufacturer and purchase a new gear box at my own expense and labor. I felt strong need to warn as many people as possible about these [redacted].