Eagle Group / Metal Masters

In regards to the ID number referenced above. Please note this issue has most certainly been resolved. [redacted] contacted Eagle Group we ll after the one year warranty period on her [redacted] unit. It was initially explained to her the unit was well out of warranty,and proper warranty...

procedures were not followed in the attempt to resolve the issue. After several calls from [redacted], I advised her she should contact the dealer who sold her the equipment (webstraurantstore.comL and if they could provide us with the original order information, we would discuss the matter with my superior to see if there is something we could do to help resolve the matter. It was decided that we wou ld step outside of our policy and offered to replace the unit to the customer. My contact from [redacted], said she had the same model number in stock and would ship it to the customer, if we would
issue a return authorization for the return and credit of the detective unit. The return authorization has
been issued [redacted] . We have confirm with [redacted] the replacement unit is being shipped from their inventory.
We feel Eagle Group has more than taken action to resolve the matter wit h [redacted]s. I have included an email trail between myself our contact at [redacted] showing where we offered to replace the unit and bring back the existing unit.
Please let me know if you require additional information in orde r to close this complaint. I can be reached via email or by calling the number listed in my signature below

Review: I purchased a commercial grade ice well from a dealer that distributes Eagle Group products. The unit has been in service for under a year and half and has grown mold within it from improper manufacturing. The well was purchased on 1/11, but was not placed into service until 11/12. In addition, we had been having problems with the well for about 6 months when we finally discovered that it was the well. All along I thought it was our soda guns. A commercial grade peice of equipment like this is meant to be used for a very long time. I believe that the ice well I recieved was defective (I bought two, the other one is working perfectly). I communicated this to the company and they said because the warantee is only for a year there is nothing that they can do. If Eagle Group sells such cheap products, they should not be declared "commercial". I was not asking for a full refund, but maybe some sort of compensation for purchase of another one, especially considering the time used. They offered me nothing.Desired Settlement: I was not asking for a full refund, but maybe some sort of compensation for purchase of another one, especially considering the time used. Or perhaps helping to compensate the money that I will have to fix the unit. They offered me nothing.

Business

Response:

In regards to the ID number referenced above. Please note this issue has most certainly been resolved. [redacted] contacted Eagle Group we ll after the one year warranty period on her [redacted] unit. It was initially explained to her the unit was well out of warranty,and proper warranty procedures were not followed in the attempt to resolve the issue. After several calls from [redacted], I advised her she should contact the dealer who sold her the equipment (webstraurantstore.comL and if they could provide us with the original order information, we would discuss the matter with my superior to see if there is something we could do to help resolve the matter. It was decided that we wou ld step outside of our policy and offered to replace the unit to the customer. My contact from [redacted], said she had the same model number in stock and would ship it to the customer, if we would

issue a return authorization for the return and credit of the detective unit. The return authorization has

been issued [redacted] . We have confirm with [redacted] the replacement unit is being shipped from their inventory.

We feel Eagle Group has more than taken action to resolve the matter wit h [redacted]s. I have included an email trail between myself our contact at [redacted] showing where we offered to replace the unit and bring back the existing unit.

Please let me know if you require additional information in orde r to close this complaint. I can be reached via email or by calling the number listed in my signature below