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Barr, Inc.

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Barr, Inc. Reviews (2)

Review: I entered into am agreement to purchase a refer unit from Barr Inc for my start up restaurant. The unit had a good price and I was Happy. The unit arrived short several parts needed to be a completely functioning unit. I told the [redacted],, That all I had was a cooler box and needed an refer unit to make it functional again. He told me he had what I needed. Now I need to spend money that would have This unit more than what I could have bought a completely brand new unit for locally. Significantly more. I do not feel that as a customer I should know that these units are sold incomplete without all parts needed without being told in advance. This was at best very misleading.Desired Settlement: I would like a refund in the amount of what it will cost to make this a functioning unit as I was led to believe I was purchasing.

Business

Response:

We have contacted the customer and asked for receipts showing the charges for parts that he felt should have been included. He is busy opening his restaurant so has not had time to put that information together. We realize that he has other priorities at this time and have no problem waiting until he is able to provide them.The error on our end was that we did not send a copy of the invoice to the customer. He paid by credit card and for some reason our salesperson did not follow up by sending it. The invoice explains in better detail what is included and what it not. The main items that do not come with the system are expansion valve and solenoid coil. These would be the 2 items that he is disputing.The items that the installation company would have to supply would be the refrigerant and all piping and of course the installation charges. We will certainly work with him but would first like to see the receipts to verify. Please advise should you have any questions. We will continue to monitor this and will wait for a reply from the customer.

Review: When I first inquired about a walk-in cooler on Barr Inc.'s site, I was told it had sold and was referred to a different cooler with slightly different dimensions. The biggest difference was that this cooler had three high-traffic (swinging) doors and we needed just one personnel-type door.

The sales rep said that wouldn't be a problem, that they would send me panels to fill in two of the openings and a door for the third. I said we would want the door on the 12'-wide wall. The sales invoice reflected this agreement: "Barr, Inc. to supply a used personnel size cooler door mounted in a frame. Customer want door to go on 12' wall. "

But when we assembled the cooler, it was quickly apparent that they had sent us a door that was too large for the opening -- 3.25" too wide, and 4.5" too tall. I assumed it was an error, so I contacted the sales rep, who told me: "I checked the Sales Order and it says we would remove the high traffic door and provide panels to fill in the opening. Customer to mount the retro fit door on the 12' wall." Which is not true, because we were never told that we would have to retrofit the door.

The sales rep insisted that we "just have to make the opening larger," without acknowledging that this was never mentioned prior to purchase, even though other considerations -- such as the fact that we would have to provide the parts necessary to hook up the compressor and evaporator -- were clearly stated on the sales invoice. So it seems odd that they wouldn't mention the extra labor the door would require. The sales rep had no answer for this.

In his response to my complaint, he also claimed that "We did not know if you were going to use the old opening to mount your door (you have to enlarge the opening) or just cut an opening in another panel to mount your door." This is also clearly not true, since the 12' wall was clearly the destination for the door, as noted on the invoice and in his email. Plus, if they truly believed there was the possibility that we were going to mount it in another space, then why did they only include extra panels for the other two openings? (It's also worth noting that the extra panels had the opposite problem from the door -- they were too small to fill the openings and will require significant filling if we hope to have a refrigerator at all.)

After several emails and phone calls, the sales rep said that they should've sent us rubber stripping and bolts of some sort to secure the door, so they will send us those, but we would have to cut the opening bigger. It sounds to me like there was a mistake made and they don't want to take responsibility for it. I feel misled in my original purchase and disappointed in the follow-up customer service.Desired Settlement: It is clear that they sent us the wrong door but will not send us the right one, so we would like them to cover the cost of labor and materials required to properly retrofit the door.

Business

Response:

Please see the attached documents. We spoke with the person filing the complaint and came to an agreement on a refund and that we would also send some additional parts to her at no charge. Both parties feel this matter has been reconciled amicably. Kind regards, [redacted] COO Barr, Inc

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Description: Refrigeration Equipment - Commercial - Sales & Service, Evaporative Coolers - Sales & Service, Refrigerators & Freezers - Dealers, Ice Making Equipment & Machines, Industrial Machinery and Equipment Merchant Wholesalers (NAICS: 423830)

Address: 1423 Planeview Dr, Oshkosh, Wisconsin, United States, 54904

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