Elvaria

Thank you for forwarding to us our customer's reply to our response to complaint ID # [redacted] Most of the issues raised were addressed already in our first responseWe address new items belowThe machine was not dented when it left our warehouse, it was dented during shippingThe warranty clearly states that Elvaria is not responsible for damage that occurs during shippingWe had to special order a box large enough to hold the replacement panelWe will ship the replacement panel as soon as we have that boxWe were not aware that the customer still has leakage out the front of that particular machineIf they call our support line we will be happy to help troubleshoot the problemThe gear setting controls how hard or soft the yogurt freezes, this customer adjusts their gearsettings regularlyThe label does not say that the machine was manufactured on any particular dateIt simply has adate on it, which we have explained alreadyThe largest provider of frozen dessert machines (Taylor) advertises their machines as liquid cooledwhen their hopper compressors are cooled by fansSo does almost every other manufacturer of these machinesIt is the industry standardAlready covered If this customer calls our support line we will be happy to help them resolve this and any other issuesthey may have with their machines' operationsNo response necessary Same response as #aboveLastly, the customer says that the machines are not UL, that there is no documentation that they are food certified for commercial use, and that they have not received a response toa request for documentation on thisOur machines are not currently UL or NSF certified, though both of those are in processWe do not advertise that they are UL or NSF certifiedWe have documentation that shows that our machines have passed food safety tests that we share with health departments, as requiredFinally, this customer never requested documentation about UL or food safety certificationsThey simply asked us about those two topics, and we replied via email.Thank you for the opportunity to respond to this customer's complaintsSincerely, Jeff R***President, Elvaria

Thank you for forwarding to us complaint ID #[redacted]. It is the first complaint we have received via the Revdex.com and we appreciate the opportunity to respond to it. We regret that this customer chose to file this complaint, we have been working with them in good faith to address...

the issues that they have had with their machines. Our last contact with this customer regarding issues with their machines was on September 3 and 4, 2014. On September 3 they informed us via email that (copied from their email to us)We currently have three outstanding major issues:1) One machine is still dented from transportation. This was never addressed.2) One machine is leaking product from the faceplate constantly. We have tried new o-rings as well asswapped faceplates with another unit. The gear setting is on the lowest gear (1) and it still leaks.3) One machine sheared the bolt off inside the beater and is completely unusable.Please tell me the plan to address these issues."We exchanged numerous emails with them to discuss our plans to resolve these issues (note that there is a six hour time difference between their business location and ours, so email was our primary communication method for this), with said plans being agreed to on September 4:1) The dent that occurred during transportation is the buyer's responsibility according to our salesterms, not our company's responsibility. Nonetheless, we offered to order a replacement panel for them at our expense and to ship it to them at our expense, or alternately to give them a credit of $250. They accepted the offer of a replacement panel but insisted that we pay to have it installed. We declined to pay for installation and repeated our offer, making it clear that they may not get the panel for quite some time because we had to order it from our factory and explaining that we don't often place orders in the autumn and winter because it is our slow season. One of the customers became rather abusive in his language at this point, and we told them that we would withdraw our offer to give them a free replacement panel if they continued to insult us while we were trying to help them, given that we had no responsibility to provide that help. On September 5 they accepted the offer of a replacement panel whenever we could get it and stated that they would install it.2) The leakage out the front of the machine is due to a bad seal. There are two possible causes for this,the customer had already addressed one of those, so we offered to send them the part that would address the other possibility. That part was sent out on September 4.3) The sheared off bolt is a result of the machine being operated when the frozen yogurt has beenfrozen too hard, meaning it is operator misuse. Our warranty does not cover replacement parts that are damaged due to misuse. Nonetheless, we shipped the replacement parts to this customer on September 4 at no expense to them, even though we had no obligation to do so.We did not hear from this customer again until November 19, 2014 (the same day that they filed the complaint with the Revdex.com), so we assumed that the leakage out the front of their machine was fixed by the part that we sent them and that the machine with the broken bolt was running again. We still have not placed an order from our factory so we still do not have the replacement panel for them. On November 19 we received an email asking us if we would like to buy back their machines so we can resell them to another customer, and informing us that they had purchased another manufacturer's machines. We rarely buy back machines, and we decided not to buy back these machines.Several days later we received your letter with complaint #[redacted]. I'll now respond to the items in the complaint:
1) The machines were purchased as new in April 2014 but arrived with a date of July 2013 on them. This is true. The machines were manufactured in February 2014, we received them from our factory in March 2014, and the customer received them in April 2014. Our company changed ownership in late 2013, and the previous owner had purchased labels for his machines in July 2013. Every machine that was sold from July 2013 until April 2014 was delivered with a label that had "July 2013" on it, regardless of when the machine was actually manufactured. We did not realize this until this customer pointed it out. We immediately stopped using the old labels. The real issue here is that we introduced a new feature on our machines in May 2014, and this customer called us because he wanted that feature. Unfortunately, the new feature is not an available upgrade to previous models, and this customer was upset that he did not and could not get it. He has continued to insist that he received old machines without that desired feature, but his machines were newly manufactured and had all available features at that time. 2) They purchased liquid cooled machines to find that only part of the machine is liquid cooled. This is true. There are two parts of the machine that require cooling: the freezing compressor and the hopper (chiller) compressor. The freezing compressor generates almost all of the heat that needs to be cooled, and the industry standard is to refer to the machine as air cooled or water cooled based on how the freezing compressor is cooled. We followed that industry standard. We never claimed that the entire machine was water cooled, we never tried to hide the fact that there is a small fan that cools the hopper compressor. We wouldn't try to hide it because it doesn't matter. No other customer has ever mentioned this, and it does not create any issue or cost to our customers, to our knowledge. 3) One machine came damaged and we were promised it would be fixed several times and we have not received remedy for it. This is referring to the dent during shipment. Please see Item 1 on page 1. 4) One machine is unusable as we cannot get the product to quit leaking out the front. To the best of our knowledge this was fixed. If the part that we sent on September 4 did not fix the problem, the customer has not told us that. Please see Item 2 on page 1. 5) They have threatened to void our warranty for being troublesome and not replace any parts. This is not true. We suspect they are referring to the discussion about the replacement panel in Item 1 on page 1. 6) The hoppers themselves are not properly cooled and don't have temperature sensors mounted properly. 
This was not mentioned to us as an issue on September 3. It may be referring to an old issue that was fixed - at our company's expense – in late May or early June 2014.
We have addressed this customer's issues as completely and quickly as has been possible. It is not even clear what remaining issues they have with our machines other than a dented panel that we have already committed to replace as soon as we can. We will certainly not replace their machines at this point, and we already declined to buy them back when they asked us to do so (on the same day that they filed this complaint). Given that this customer is trying to sell their machines and having their dented panel replaced now will be beneficial to them, we will send them a replacement panel that will fit on their machine, even though this panel is for a later model machine, has upgraded features and costs us more than the panel we committed to provide them.Again, thank you for the opportunity to respond to this customer's complaint.Sincerely,Jeff R[redacted]President, Elvaria

Complaint: [redacted]
I am rejecting this response because:
The machines have caused irreparable damage to our brand and business and are sitting in storage while our new machines pump out frozen yogurt. These responses are no different than the original responses given and we are extremely dissatisfied. We will not be satisfied until we are partially refunded for the equipment. Our next step is to file a complain with the State of Alaska attorney general's office and let them sort it out.
Regards,
[redacted]

Thank you for forwarding to us our customer's reply to our response to complaint ID #[redacted]. Most of the issues raised were addressed already in our first response. We address new items below.1. The machine was not dented when it left our warehouse, it was dented during shipping. The warranty clearly states that Elvaria is not responsible for damage that occurs during shipping. We had to special order a box large enough to hold the replacement panel. We will ship the replacement panel as soon as we have that box. 2. We were not aware that the customer still has leakage out the front of that particular machine. If they call our support line we will be happy to help troubleshoot the problem. 3. The gear setting controls how hard or soft the yogurt freezes, this customer adjusts their gearsettings regularly.1. The label does not say that the machine was manufactured on any particular date. It simply has adate on it, which we have explained already. 2. The largest provider of frozen dessert machines (Taylor) advertises their machines as liquid cooledwhen their hopper compressors are cooled by fans. So does almost every other manufacturer of these machines. It is the industry standard. 3. Already covered 4. If this customer calls our support line we will be happy to help them resolve this and any other issuesthey may have with their machines' operations. 5. No response necessary 6. Same response as #4 above.
Lastly, the customer says that the machines are not UL, that there is no documentation that they are food certified for commercial use, and that they have not received a response toa request for documentation on this. Our machines are not currently UL or NSF certified, though both of those are in process. We do not advertise that they are UL or NSF certified. We have documentation that shows that our machines have passed food safety tests that we share with health departments, as required. Finally, this customer never requested documentation about UL or food safety certifications. They simply asked us about those two topics, and we replied via email.Thank you for the opportunity to respond to this customer's complaints.
Sincerely,
Jeff R[redacted]President, Elvaria

Review: This is a complaint about the guarantee, warranty and product produced by Elvaria. We received our Elvaria [redacted] frozen yogurt machines in April 2014 and they were purchased brand new. I was told they just arrived at their factory and would ship out. Upon receiving them we saw all machines had a manufacturing date of July 2013. When we asked the company why they were over a year old (when they were telling us we were getting the latest, greatest model) we were told, simply, that it was a typo from the factory.We purchased liquid cooled machines only to find that only part of the machine is liquid cooled. The compressor for the hopper itself is not liquid cooled. This was not disclosed to us at time of purchase.The machines are terribly unreliable and the manufacturer simply won't remedy them. One machine came damaged and we were promised it would be fixed several times and we have not received remedy for it.One machine is unusable as we cannot get the product to quit leaking out the front and Elvaria has told us that there is nothing they can do about it, despite it being brand new and under warranty. They have actually threatened to void our warranty for being troublesome and not replace any parts.The hoppers themselves are not properly cooled and don't have temperature sensors mounted properly which causes one of the sides to allow product to get above 45 degrees. We have temped our yogurt mix at over 50 degrees and had to throw it out!The machines do not work as advertised - they are not fully liquid cooled, they leak, were received damaged and the manufacturer has refused to do anything about it.Because our machines are frequently down and we cannot get them fixed we had to take out a loan to buy more reliable machines from Stoelting. These work as advertised.Desired Settlement: We would prefer a refund on the units. We feel we were duped and bought the old versions from them and the manufacturing date shows that. Our business has suffered because of these units.If a refund is not possible we would like a replacement of our units with BRAND NEW units with a manufacturing date on, near or after the time we purchased the units.

Business

Response:

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Business

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Consumer

Response:

Review: [redacted]

I am rejecting this response because:The machines have caused irreparable damage to our brand and business and are sitting in storage while our new machines pump out frozen yogurt. These responses are no different than the original responses given and we are extremely dissatisfied. We will not be satisfied until we are partially refunded for the equipment. Our next step is to file a complain with the State of Alaska attorney general's office and let them sort it out.

Regards,