All Lines Insurance Group

Complaint: [redacted] I am rejecting this response because: Business did not communicate intentions as they stated on several occasionsWhen the problems started we did everything they had asked, even installed new partWe were told that because there was no water filter is why it was not working and when we told them there was a filter them it was because it wasn't getting enough waterWe told them that there was a larger machine there before and it had no problem with water and we replacing it because it was 20+ years oldThey then stated that they were going to take apart the same kind of machine at there shop and will let us know what they findWe still are waiting on that call, and we ended up calling them and arrangement was to send out different unit.We asked for a tracking number and had to keep calling to see the status of replacement machineWe were told "It is being pack for shipment" or "it is awaiting pick up"As to old machine, it is still sitting in the middle of my kitchen packaged up and awaiting pick up Business was told on 3/19/that it was ready to be picked upNow as far as the replacement machine, it failed to produce ice as well, I hired a professional to come in and find the problemHe found that the sensor was indicating that the bin was full and it was notas for now He has it runningWe were not going to call because of the run around we got with first unit B [redacted]

Complaint: [redacted]
I am rejecting this response because: Business did not communicate intentions as they stated on several occasions. When the problems started we did everything they had asked, even installed new part. We were told that because there was no water filter is why it was not working and when we told them there was a filter them it was because it wasn't getting enough water. We told them that there was a larger machine there before and it had no problem with water and we replacing it because it was 20+ years old. They then stated that they were going to take apart the same kind of machine at there shop and will let us know what they find. We still are waiting on that call, and we ended up calling them and arrangement was to send out different unit. .We asked for a tracking number and had to keep calling to see the status of replacement machine. We were told "It is being pack for shipment" or "it is awaiting pick up". As to old machine, it is still sitting in the middle of my kitchen packaged up and awaiting pick up.   Business was told on 3/19/2016 that it was ready to be picked up. Now as far as the replacement machine, it failed to produce ice as well, I hired a professional to come in and find the problem. He found that the sensor was indicating that the bin was full and it was not. as for now He has it running. We were not going to call because of the run around we got with first unit.
B[redacted]

We received a complaint from our customer about an ice machine. We corresponded over the phone and tried a variety of remedies. After a few failed attempts, we agreed to swap the ice machine. We put the replacement machine through various tests at our facility to ensure it was working. We shipped...

the replacement machine on 3/18 via R&L carrier and arranged pick-up of the old machine. We have yet to receive the original machine back for complete diagnosis, but the customer has their replacement unit and have not heard from them since.