Elite Restaurant Equipment

Complaint: [redacted] I am rejecting this response because: first I like to thanks to Revdex.com for helping me I just read the statement from Revdex.comi am not going to accept this statement from elite restaurant equipment beacause I ordered this items on oct and I received on nov and I retuned the item on in this case its not calculated as month but the merchander saying that I (defaulted on months of payments) this is not right the next things my name is [redacted] my address its [redacted] my full time phone number [redacted] and I am staying this address from to present this merchandise did not send any details about the financial also how comes they can finance under my personal details with out my permision.I give the credit card number only for the security not for chargeeven if the merchandise took money from my credit card they should send notification to my address tor phone to contact,so far I did not received anything from this merchandise.I give this credit card number to my friend only for security not to chargehe paid November and December he cannot continue make payment because he lost he's business so that mean I did not buy or finance from this merchandise the only thing this merchandise sale and finance under my names, with out my permition after this all happened this merchandise never contact me even if they finance under my name when they did received any payment they need to contact me they never contact me he's businessi try to contact my friend about the charge he told me I will get the refund in month so that mean I did not buy or I did not do any finance from this merchandise if my friend buy they need to finance under he's name and he's credit carded so this marchindise did finance and sale the items with out contacting me I give this credit card to my friend only for security not for charge in my ac and I spoke to my friend he told me that he made pay meant to elite restaurant equipment november and december he did not payed only for january also if the merchandise want to finance in order to sale the items not some one credit card Regards, [redacted]

The kind of unit this customer purchased has a regular drain pan that has to be emptied dailyThere are other units that's a little more costly that comes with electric drain pans that dissolves the water but the customer did not purchase that unit, the one that they ordered and received has a drain pan that needs to be emptied or they can have a plumber run a line like most customers do when purchasing a cheaper unit

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have... reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted] ***

As per our policies, cancelled orders are subject to a 10-25% cancellation, feeThis customer was refunded minus a 10% cancellation feeWe have also settled this matter with the customer and has agreed to refund her an additional $Which makes her cancellation fee $319.23, this makes the
cancellation fee 3.5%, this covers the credit card fees

Complaint: ***
I am rejecting this response because:ice o matic in Denver paid them in full for the machine that was ordered through them, the credit card company did at one time take the money but it was returned back to them so they actually got paid twice, once from Ice o Matic directly and my credit card"This business is unscrupulus, and has a bad reputation", direct quote from one of the suppliers involved with them on several business dealsSaying the bank took the money back from them is not true because it was charged to my credit card and I had to pay it.
Regards,
*** ***

When we do finance deals for our customers, we have them send over a copy of their ID, Credit Cards, and a copy of their social security card, we do a credit check and determine if we will finance them based on their credit, we even collect bank statementsAll of the documents we have for this customer matches his name ( *** ***) and his business partners name ( *** ***, they used his address and the new business addressWe never spoke to any one but him and his business partner, we didn't approve any third party friend, this was back in They defaulted on his finance payments and the items were repossessed, the few payments we received as the monthly payments, they tried to do a charge back with the bank, we send the customers Id social and credit check to the bank along with the finance payment schedule and explained that they were finance, the bank denied the customers chargeback and did not take the few monthly payments from us, the customers bank closed this case in our favorThis customer definitely attempted fraud with his bankThis was back in 2016, it is now years later and the customer is still trying to attempt fraud by making up a friend in this matterThe customers business name was *** *** *** and his name was *** ***, his business partners name was *** ***Unfortunately they could not keep up with the monthly payments and the items were repossessed

We have searched our records to verify what this customer is saying, we lost the chargeback and the bank took the full amount from us, we were never refunded by the ice-omatic, the customer returned the item to an unauthorized address, she never returned it to us. She calims that she was told we received refunds twice, please have her send in proof of this and we will be glad to check our records further, but as of not we dont have the money and we dont have the item, it was never returned to us.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

January 10th 2017: Customer placed an order on our website for Ice-O-Matic ICEU300HW - Undercounter Ice Machine Water Cooled, 356 lb. Production.   January 13th 2017: Customers item shipped through [redacted].    January 13th 2017: Customer was emailed Freight...

instructions, that clearly states that if an item is damaged, they should call us right away, we send these instructions so we can speak to the customer at the time of delivery, that way if replacement parts are needed we can ship them or if damages are bad we can have them refuse the shipment and send a replacement.   January 18th 2017: Customers item was delivered, the item was damaged but the customer still accepted it, she signed for it as received in Good Condition, but she notated damages on the delivery receipt, she notated top dented and scratched.   January 19th 2017: Customer contacted us and sent photos of the damages to the ice machine. There was a small dent on the top of the unit. We replied to the customers email with instructions, on what to do since she signed for the shipment in good condition. We informed her that she could file the claim herself directly with the shipping company to get some money back to keep and use the item as is.   February 3rd 2017:  This customer filed the claim herself and the Freight company approved to give the customer a refund of $192.00 for the customer to keep and use the item as is. This customer did a chargeback with the bank, we do not have the money for this order and we do not have the item, we are being penalized for this but we did not damage her item the shipping company did.   The customer stated that she returned the item to us but she never did, we never received the return of this item, the address the customer shipped this item to is not our address. We never authorized a return and we never received a return, the customer chose to ship this item to an address that is not ours and have nothing to do with our establishment. We are Elite Restaurant Equipment [redacted], NJ 07104/ [redacted] NY 11232. We cannot be responsible for the item or for refunding the customer since she chose to ship the item to a random address without any authorization from us.

Everything was resolved with this customer, they informed us that they contacted the Revdex.com to cancel the dispute.

Complaint: [redacted]
I am rejecting this response because:I have been in the  restaurant business for over 30 years and have purchased a lot of equipment this particular unit as they say has a drain pan that must be emptied daily. To empty this drain pan you must remove all the screws from the access panel which I  consider a service panel when removing the service panel the condenser pan or drain pan is insulated and non-removable therefore to have a plumber drill a hole in his pan will void warranty. This is not the unit I was looking to buy on their website the  Salesman I talked to said that this unit would be best fitted for me and my business. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: first I like to thanks to Revdex.com for helping me i just read the statement from Revdex.com. I am not going to accept this statement from elite restaurant equipment beacause I ordered this items on oct 10 2016 and I received  on nov 12 2016 and I retuned the item on 02 24 2017. in this case its not calculated as 6 month but the merchander saying that I (defaulted on 6 months of payments) this is not right.  the next things my name is [redacted] my address its [redacted]. my full time phone number [redacted] and I am staying this address from 2011 to present.  this merchandise did not send any details about the  financial also how comes they can finance under my personal details with out my permision.I give the credit card number only for the security not for charge. even if the merchandise took money from my credit card they should send notification to my address tor phone to contact,so far I did not received anything from this merchandise.I give this credit card number to my friend only for security not to charge. he paid November 2016 and December 2016. he cannot continue make payment  because  he lost he's business  so that mean I did not buy or finance from this merchandise the only thing this merchandise sale and finance under my names, with out my permition after this all happened this merchandise never contact me.  even if they finance under my name when they did received any payment they need to contact me they never contact me     he's business. I try to contact my friend about the charge he told me I will get the refund in 3 month   so that mean I did not buy or I did not do  any finance from this merchandise  if my friend buy they need to finance under he's name and  he's credit carded so this marchindise did finance and sale the items with out contacting me    i give this credit card to my friend only for security not for charge in my ac and I spoke to my friend he told me that he made pay meant to elite restaurant equipment november 2016 and december 2016 he did not payed only for january 2017 also if the merchandise want to finance in order to sale the items not some one credit card 
Regards,
[redacted]

This customer never paid for the item in full, he was a finance customer, he made a down payment of $2000.00 due to not having good credit, his agreement was to make monthly payments plus interest until the items was paid off. the customer defaulted on 6 months of payments, we repossessed the items,...

due to him defaulting on our finance agreement.

The kind of unit this customer purchased has a regular drain pan that has to be emptied daily. There are other units that's a little more costly that comes with electric drain pans that dissolves the water but the customer did not purchase that unit, the one that they ordered and received has a...

drain pan that needs to be emptied or they can have a plumber run a line like most customers do when purchasing a cheaper unit.

The Commercial refrigerated unit in reference to this customers order is made by Leader manufacturing, the refrigerated Sandwich Prep Table, has a drip pan that needs to be emptied daily. This customer called us about the drip pan overflowing. We explained that it needs to be emptied daily, the customer then compared this Leader Manufacturing unit to other brands of Refrigerators he has in his store, we explained that we every manufacture is different and the Leader Brand along with another brand that we sell requires the drip pan to be emptied on a daily basis, most customer are familiar with this type of unit and has in the past hooked the drip pan up to their plumbing system. We explained that some Commercial units are built like this and most of our customers are aware of this and ask about it at purchase. It is mentioned on our website under policies.See link to our website:[redacted] Refrigeration Equipment Warranty Policy - Refrigeration Compressor Warranty Information: Elite Restaurant Equipment offers a 5 year warranty on your refrigerator's compressor, and a 1 year warranty for parts and labor. Please note that while cooling components are covered under warranty, everyday wear and tear is not. In the case that a refrigeration technician needs to be dispatched to repair your item, our warranty covers up to $100 for a service call fee, and up to $65.00 per hour for labor. The 5 Year warranty will be honored at the manufacturer’s and/or Elite Restaurant Equipment’s discretion. The condensing unit/compressor including: condensing coil, evaporator coil, fan and blower must be maintained to a level of up keep standardized in the food service industry. If you fail to regularly maintain your refrigeration equipment, your warranty may not be eligible for service and/or replacement. [redacted]Be sure to regularly clean and check your refrigeration equipment by licensed professionals. Also, evaporator drip pans may need to be manually emptied if necessary, especially in hot climates[redacted]. Elite Restaurant Equipment strives to continue to lead the restaurant equipment online industry. We use our knowledge and experience to advise you on problems before they occur. Be sure to comply with our policies to have the most profitable and pleasant experience possible.

This customer was shipped a New replacement item back in June the item shipped with [redacted] and was delivered and signed for in Good Condition.  [redacted] Tracking# [redacted]. This was resolved with the customer please close this case.

Review: On July ** 2014 I placed an order with this company for 3 items for my new bakery establishment. I paid for everything by credit card. No problem, no complaints. Was told everything was in stock should be delivered in 2-3 weeks. However, it is now Aug.** my business is opening in a week I have received one item finally today. I have called this company a total of 10 times at the least in the past 2 weeks to check on the status of my order. No one can tell me WHERE any of my equipment is, when or IF it will arrive, talked to a "supervisor" twice today. The first time he told me my ice machine had shipped out today and should be here by the end of the week, but he was unable to give me a tracking number. also said he will email me his name, number, extension etc. etc. as soon as we hang up in case I have any more problems. At the end of the day he still had not emailed so I called back, talked to the same guy this time he said he can't tell if it's shipped yet or not. Really???Desired Settlement: I expect expedited delivery of my equipment and/or full refund of my purchase.

Business

Response:

We do apologize for this inconvenience. Some items take 10 to 14 business days from certain Manufactures. This item was shipped through [redacted] tracking #[redacted] and was delivered on September [redacted] 2014. We do apologize for the delay it caused the customer.

Review: I ordered a Universal refrigerated buffet unit with sneezeguard from this company. The website said the item was in stock and would be shipped in 3-4 days. Approximately 2 1/2 weeks later I called to inquire about delivery and was told I would receive a call back within the hour, I never received a call. I called back after the weekend and was informed by the gentleman handling the call that a pane of glass was received cracked and they expected the replacement part at the end of the week and my unit should ship early the following week. When my unit arrived the following week on May ** (with packaging intact and no signs of damage) and was unpacked I noted damage to all 4 corners of the sneezeguard that looked as if an attempt was made to weld/buff some sort of damage out. In addition it had a cord extending from the rails supporting the sneezeguard with no plug and was missing brackets for the shelf. I contacted the company via telephone and informed them of my challenge. They told me the cord had to be hardwired by my electrician (not noted anywhere on the items web page and unusual for an item that plugs into a standard outlet)They asked me to send pictures and they would let me know what they could do about the damage to the corners. I took a multitude of pictures and emailed them to the company. They responded via email saying the unit was not damaged and that it would buff out with stainless steel polish. I responded explaining that perhaps the pictures did not do it justice and that polishing would not fix the problem. I also explained that having been in the culinary field an extensive number of years I was aware of what was "normal" for new equipment and this was not it. They returned my email, again informing me that there was not a problem with my unit and claiming it was brand new, and as received, from the manufacturer and had not been fixed. I then telephoned and asked to speak to the person I had been corresponding with via email. I explained that I was unhappy with the product and that in addition to believing I had received a damaged and repaired unit it did not look like the picture presented on their website. The sneezeguard was attached separately and nowhere did they represent that a unit that plugs in to the wall would have a cord extending from the top that would have to be hardwired just for the light in the sneezeguard. I asked what we could do to rectify this situation and I was quoted their standard policy which is I would pay for return shipping, the original shipping and a 25% restocking fee. They also explained that the unit I purchased did not have to look like the picture I used to purchase it, it merely had to fit the written description. I explained that I felt something else needed to be done as I was trying to fix a situation involving a damaged unit, not just returning something I did not want. She then reiterated that they did not repair anything on the unit that it looked like that straight from the manufacturer and she had no idea why someone would tell me my shipping had been delayed because my item had been damaged and was waiting for parts. She went on to say that the only assembling they do is attaching the sneezeguard to the base unit. After her vehement denials that they touched this equipment at all, or that anything was wrong with it I decided that they were not going to work with me and ended the call politely.Desired Settlement: I would like a replacement unit that is not damaged.

Business

Response:

All items are ordered directly from that manufactures and are Brand New, Elite Restaurant is an office, WE DO NOT have a repair service, WE DO NOT fix anything, weld anything or stock anything. This is clearly some kind of made up story, we will never accept anything damaged from anyone, we inspect the items thoroughly before they ship. All Universal Electric Steam Tables are Hardwired it says so on our website it has said so for years. All the customer has to do is read the descriptions and the quick overview. This customers item is not damaged she is complaining about the weld on the table, this is how all of them are made they have welds that show. There is nothing wrong with her table and she should have read the overview before purchase there are other manufactures with other Brands that sell their tables already wired but this is the table that this customer chose.

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:

The unit is, in fact, damaged. I have had several people look at it (Heads of our organization as well as other food service professionals) and they have all come to the same conclusion. In addition I WAS told when I called that the item was awaiting parts because it was damaged. I was also told later by Crystal C[redacted] upon questioning why someone would give me that information if it were untrue, that the ONLY thing they do to these particular items is attach the sneezeguard to the base unit. Meaning that they do work on them. In addition, while my primary complaint is not with the hardwiring, I printed the product description page when making my purchase (because I have to keep track of these purchases for our grant providers) and nowhere does it even infer that half the unit will plug in and the other half will have to be hardwired.

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

Sincerely,

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:

First of all, emails exchanged with your company reference warehouses and distribution centers so you are obviously not "just an office" as you keep claiming. In addition, I would like to know why, if your site said my item was in stock and would ship in 3-4 days, it didn't ship for almost a month and why I did not receive an invoice for this item until 5 weeks after I received it. I would appreciate seeing the documentation showing when you ordered and received the salad bar from the manufacturer as well as the documentation showing who inspected this item and when, as well as any information concerning a return to the manufacturer. Finally, It DOES NOT state anywhere on your website that I will need to have this unit hardwired onsite when received. And once again, I have pictures, I have had this unit looked at, it is damaged.

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

Sincerely,

Business

Response:

All items are ordered directly from that manufactures and are Brand New, Elite Restaurant is an office, WE DO NOT have a repair service, WE DO NOT fix anything, weld anything or stock anything. This is clearly some kind of made up story, we will never accept anything damaged from anyone, we inspect the items thoroughly before they ship. All Universal Electric Steam Tables are Hardwired it says so on our website it has said so for years. All the customer has to do is read the descriptions and the quick overview. This customers item is not damaged she is complaining about the weld on the table, this is how all of them are made they have welds that show. There is nothing wrong with her table and she should have read the overview before purchase there are other manufactures with other Brands that sell their tables already wired but this is the table that this customer chose. The tables are not damaged.Please see attached Proof of Delivery, customer signed for item in good order and she did not notate any damages. (THE ITEM IS NOT DAMAGED)See attached photos sent to us from the customer the item is not damaged and it clearly shows the plug the customer keeps saying is missing.Please see attached manufacturer's invoice, proving item was brand new, feel free to call the manufacture ###-###-####See link to the policies on our website.[redacted]

Review: I ordered a buffet table by Aug **, 2013 and until now (Sept *, 2013), I haven't received it. Calling them a few times last week and they kept promissing me that it will arrive on time.

But I still don't receive it. When I demanded to have a full refund, they told me they will charge me 20% for restocking fee.Desired Settlement: I would like to have my money back.

Business

Response:

This customers order was delivered to him on 9/**/13, it was shipped through YRC [redacted] with tracking number [redacted]. We do not make these items in house, we order them from the Manufacture, it takes 7 to 10 business days for us to receive it, then we ship it to the customer, this customer is located in Seattle Washington and we are located in Brooklyn, NY. Freight shipment from us to him takes 7 business days. This unit was delayed we did not receive it from the manufacture on time, they were behind schedule for a week. We apologized to this customer about the delay, he ordered from us on 8/**/13 and he did receive this on 9/**/13. This is resolved.

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:

It is ok for now, but they should not charge into my credit card until they have it on hand and described in their web site. It took almost a month for me to receive it and I missed 2 big events for this delay. They should have refunded me full amount when I complaint about that. They did the same thing with other customers as complained in [redacted].

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

Sincerely,

Review: Purchased SS in stock dish cabinet with doors on 7-**-13. Cabinet was not damaged upon arrival but doors were riveted incorrectly and would not close. I immediately called Elite. They requested photos of the doors. I e-mailed photos explaining photo by photo what was wrong as each door had a separate issue. I was told that they couldn't see anything wrong with the doors and to get a handyman to fix the doors. I wanted the cabinet exchanged but no one would help me. Would you pay $600 for a cabinet that was defective? I wanted the cabinet exchanged however they failed to admit that there was a problem. Finally after so many e-mails and phone calls one employee angerly told me to return the cabinet never offering to exchange the cabinet. I packaged up the cabinet on which I spent $20 for tape and used a pre-paid label whch they provided.

I recently received an e-mail returning funds to my account minus a restocking fee. I sent an e-mail to the gentleman sending me the e-mail explaining the situation. Today, August **, I received a phone call and spoke to a man named [redacted]. He also refused to return my restocking fee stating that I should be glad they paid for my return of the cabinet. I tried to explain that it wasn't my choice to return the cabinet as it was defective and I was asked to return the cabinet. He stated that this was a special order item which it was not as it is shown as being "in stock". There is no way I would order a special item from a company in New York when I live in the State of Pennsylvania. Even if an item was special order shoudn't it be in good condition or the manufacturer be contacted? He admitted that the cabinet was repaired and tried to get me to accept the cabinet when they denied there was originally a problem. Shouldn't the manufacturer be held responsible for faulty workmanship?

Company is very rude to customer and twists the facts around to make customer seem like they are in the wrong when customer just wants things to be made right. It isn't fair to a customer as I have spent way too much time and some of my own funds. Their web site states that they have wonderful customer service and will gladly exchange defective items. Very very untrue! I would welcome them to tell me differently!Desired Settlement: Refund of restocking fee as there would not be an issue if they would have acknowledged that there was a problem in the first place and made good on the purchase.

Business

Response:

This customer ordered the storage cabinet from us and it was delivered, she called in to inform us that the cabinet was defective, there was something wrong with the door, we wanted to have a mechanic look at the door to have it fixed but the customer insisted on having a new one. We had the storage cabinet picked up through FedEx which we paid for, tracking number [redacted]. Once the cabinet was picked up the customer stated that she does not want a new cabinet, she wants a refund, we refunded her minus a restocking fee. The policy on our website states that if an item is defective we can replace it, but if it is returned for a refund there will be a re- stocking fee of 20%. When we received the returned cabinet all we did was tighten the screw on the door and it was fine.

Business

Response:

As we stated before, the customer will not be refunded the restocking fee, we have policies to follow.

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:

Elite must do the right thing. Please refer to additional complaints against Elite. WHY IS EVERY CUSTOMER DEALING WITH THE SAME ISSUES? Can all of us be wrong???

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

Sincerely,