Felix Storch Inc.

Please be advised that a refund in the sum of $will be processed todayIn addition, the customer's parts record will be deleted

Revdex.com:
I spoke with an associate from Summit this morningThey have agreed to handle the return of the unit to their own warehouse (*** the warehouse of the vendor that I bought the unit from)After receiving the unit they will issue a 100% credit memo to the vendor (***
***), who in turn will fulfill a full refund of $1429.
Sincerely,
*** ***

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 and the matter has been resolved.
Sincerely,
[redacted]

We have spoken with the customer and have ordered a part from the overseas manufacturerWhen the part is received we will contact the customer to install same[redacted]

Revdex.com:
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:

[Your Answer Here]
 
Why would the manufacture send another damaged fridge? Is this acceptable business practice? Doesn't the business have an inspection before they send out their merchandise?
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
At this time, my complaint, ID [redacted] regarding Felix Storch Inc. has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
[redacted]

Revdex.com:
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:

[Your Answer Here]
 
They did give us a "new" fridge after months of emails, however the "new" was a refurbished model because it had someone's sunflower seed shell inside of the fridge and the dents and damage to the unit. We are trying to get our money back from the seller, but we are writing this complaint because of the poor costumer service and poor quality of the merchandise we purchased. The merchandise was damaged not only the first time we purchased it but also with the "replacement" fridge. 
 [redacted] 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Our initial response was complete from our point of view and we have nothing further to add
Unit is being picked up for a credit/refund

We have already agreed to pick this unit up from the customer who will be receiving a full credit from his seller.
This is precisely what the consumer is asking for

Review: Beverage dispenser (kegerator) iced over indicating a problem with the system. I noticed and called customer service May [redacted]. I completed an on-line repair request May [redacted]. Finally, I completed an on-line parts request May [redacted]. I received an email back from parts. I explained the location of the part and admitted not knowing the name. I received an email back promptly May [redacted], that said "Im assuming you are referring to the coil?". I responded again, "if that is what it is called". Another response received "I will check on availability and pricing for you." It has been eight days and I have still not heard back. I did not receive a call back for a few days. I called again and left another message. I received a voicemail May [redacted] or [redacted]?. I called back that next day and an additional 3-4 times. I have not received a call back. I then submitted a generic customer service complaint on-line. I received quick communication from a gentleman which was appreciated. I was grilled as to why the coil would not be working which made me want to grill him about why the kegerator iced in the first place but I refrained because for the first time I had a live person. Now I will need to wait 3 business days for a service man to call and set up an inspection. At which point he will not complete repair but report back to Summitt their findings. Then a second appointment will need scheduled to repair. This is all assuming I even receive another call.Desired Settlement: I would like Summit to repair kegerator coil or unit, which ever is most reasonable (based on cost), and admit their customer service is terrible and that the machine should not have froze in the first place. Obviously a problem exists with the cooling regulator.

Review: We ordered a 20 inch beverage center refrigerator from this company through [redacted]. We received the fridge which was damaged (damaged compressor, corroded coils, extremely hot coils, very noisy and leaked water). We were told via [redacted] that we needed to contact the company directly, although I'm not exactly sure why we had to do that, however we did. It is almost impossible to get someone from the claims department on the phone after numerous calls. When we finally got a hold of someone after many emails and waiting approximately 1-2 months we managed to get a "new" one shipped. When we received the new one it almost looked worse then the old one( we have pictures to verify). The new one also has a dent in the compressor, the sides are all dented and the fridge door is not level. We found someone's sunflower shell inside the fridge which leads me to believe they sent us a refurbished fridge. We have this time contacted [redacted] to just get a full refund for the purchase all together.Desired Settlement: Hopefully [redacted] will refund our money since we purchased the fridge through them as a whole seller.

Business

Response:

We have already agreed to pick this unit up from the customer who will be receiving a full credit from his seller.

This is precisely what the consumer is asking for

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:

[Your Answer Here]

They did give us a "new" fridge after months of emails, however the "new" was a refurbished model because it had someone's sunflower seed shell inside of the fridge and the dents and damage to the unit. We are trying to get our money back from the seller, but we are writing this complaint because of the poor costumer service and poor quality of the merchandise we purchased. The merchandise was damaged not only the first time we purchased it but also with the "replacement" fridge.

[redacted]

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

Business

Response:

Our initial response was complete from our point of view and we have nothing further to add

Unit is being picked up for a credit/refund

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:

[Your Answer Here]

Why would the manufacture send another damaged fridge? Is this acceptable business practice? Doesn't the business have an inspection before they send out their merchandise?

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

Sincerely,

Review: We were displaced from our home as a result of Hurricane Sandy. We ordered this appliance to replace the one we lost in the flood. We installed the unit in home around Feb.[redacted], even though we had not yet moved into our home since we were not finished with repairs. During our time here continuing reconstruction we noticed the sound the unit made and had a service tech come out on Feb. [redacted], 2013 to address the issue. Unfortunately the rep that was sent had an incredibly thick accent and we could not understand him and did not know what his suggestions were. We were still so busy trying to get our house repairs finalized that we did not re-address the issue again until November [redacted] (4 months after we moved home). A service tech came to our home to look at the product on November [redacted]. The service tech new immediately what our complaint was as he heard the whirring sound. he said its normal with this particular unit, as this unit has multiple fans and makes an audible sound all day long to keep the air cool in the unit. He informed me that many customers have called about this issue with this particular unit and informed me of 1 particular case where a customer (female lawyer) was able to exchange the unit for another one. He suggested the only way I could fix the issue would be to disconnect the 5 fans. We contacted his office and spoke with [redacted]. [redacted] stated he would discuss with his supervisor the opportunity for us to exchange for another unit. I spoke with [redacted] on 11/**/13 and he said his supervisor is not willing to accept this unit for an exchange. I am very frustrated as I feel that this local company is taking advantage of customers by selling a unit that is known to have sound issues yet they continue to sell and do not stand behind their product. We spent $789 for this unit and at that price we would never expect issues like this that the company would not address and resolve.Desired Settlement: I would like Summit to take this appliance back from us and replace with another unit that is known to be quieter. We are willing to pay any and all monies due for the exchange price above and beyond what we have already paid. We are not asking for anything free or a handout, we just want this company to stand behind what they sell.

Business

Response:

Summit Appliance has on two occasions sent technicians to the customer's home.

On both occasions our technicians found the unit to be performing normally.

Review: Starting in late Sept, I needed a part for an oven from [redacted]. After speaking with them, they told me they knew the part that I needed and will sed it to me. I received the wrong part and told them this. They said they will correct it and will send me the correct one, but again the same, wrong part was sent. I wasn't billed for them yet. I also paid out of pocket to return them both. ($8.00)

They ([redacted]) provided me a diagram of the oven, and on that diagram I told them the part # I needed. they told me $10 plus shipping. I agreed. I received correct part last week and was charged $25 on 12/*. $15 for shipping I guess, though that wasn't disclosed.

Then today, my [redacted] debit card was charged for $33 for what reason, I don't know. They gave me a invoice #[redacted] which I assume was from the 2, returned parts.Desired Settlement: I would like my account and history removed from their records as I don't trust this company with my debit card. Looking at their online reviews, many have said the same.

I need to know what my charges were for($25 and the $33, itemized if possible). I assume the $33 was from the returns that I sent back around 11/**.

Business

Response:

Please be advised that a refund in the sum of $33.00 will be processed todayIn addition, the customer's parts record will be deleted

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We bought a summit fridge and the compressor broke after 4 months. We contacted Summit and asked for a credit. We provided all required documentation. After almost two months we were told the credit was approved and the store we bought it from was informed. The store was NOT informed. Many phone calls to summit from me and from the store where we bought it from have NOT resulted in getting the credit info.Desired Settlement: WE want the credit to the store.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I bought a new [redacted] washer dryer combo, model # ARWDF129 (order #[redacted] from [redacted], purchase order # [redacted]) on 04/**/2013. Summit Appliances is the named responsible party by Home Depot.

On 02/**/2014 my unit stopped working - more specifically the water does not drain from the unit after the regular cycle.

I have since contacted [redacted], Summit Appliances and Home Depot to solve this. Summit has let me know that I have to contact the manufacturer to get this solved. The manufacturer is unable to solve this. At this point [redacted] has beanched the implied warranty of merchantability and the express warranty of merchantability as well.Desired Settlement: I would like full refund of $1,153.95 to be made.

Business

Response:

Warranty for this appliance is the sole responsibility of the manufacturer, Ariston.

We shall contact the manufacturer on behalf of the customer in order for service to be dispatched

Review: I purchased a model scr600los from a local distributor ([redacted]). The unit is intended for use in an outdoor kitchen area. When I purchased the unit I was given a sales brochure that promoted the attributes of the unit which included double pane class for clear view of contents and under counter, flush with other cabinet installation. I used the information in the sales brochure to have the cabinets constructed where the unit would be installed. When the unit arrived there was no users manual only a quick start guide and instructions to download the users manual from the summit appliance website, Which I did. The users manual (page 13) states that the unit I purchased is intended for free standing use, not my intent, but could be installed under a counter with a minimum of 1 inch clearance on top and sides and 2 inches at the rear of the unit. This will cost hundreds of dollars in rebuild cost.

Also. when the unit was plugged in and the temperature set I experienced excessive condensation on the glass door and on the door seal and adjacent cabinet surfaces. I placed a service request with Summit and spoke to a service representative who agreed this should not happen and subsequently issued a service order with a local appliance repair service ([redacted]). The repair service arrived and concluded that all the systems were working properly but in this application the unit would most likely "sweat" unless the door was changed to a solid door (no glass). The repair service called Summit regarding there findings and spoke with a technical representative. That person stated a new door would cost $225 plus installation and Summit would not provide the door as I should have expected condensation. I must have missed that in their literature (Sarcasm).

With no satisfaction yet I called the warranty department back to ask what next steps were available to me. I was directed to submit a letter describing what happened to [redacted]. After waiting a week with no response I called customer service and referenced my claim request. I was connected with an individual that reviewed my claim and stated nothing could be done as the repair service found nothing was broken and hence the unit could not be serviced or returned. During a lengthy phone conversation with the representative he explained that the units are designed for use in average conditions in this country and Florida does not have average conditions. He actually went as far as comparing my situation to expecting normal pants to work well in the Arctic.

Basically, Summit sold me a unit that they admit was not designed to work here and now they will not take it backDesired Settlement: I would like my purchase price refunded or replace the unit with one that will work in my application.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

[redacted] I filed a complaint through the New York, New York Revdex.com office for Felix Storch Inc regarding a refrigerator I purchased. They have since resolved the complaint satisfactorily. I do not have the complaint # and I would like to show the complaint as resolved.

Review: Purchased two freezers from different retailers. Both were [redacted] manufactured by Felix Storch. Both were found to have defective compressors by a repair company sent by Felix Storch. Those freezers were replaced by Felix Storch. It took 10 days to receive the replacements. Felix Storch would not expedite. The replacement freezers would not keep minimum temp at -15C. All documentation and specs on this freezer published by [redacted] claims to keep temp at -20C for sensitive medical storage. We use the freezers for vaccine storage. When I inquired of the maintenance manager about how to ensure -15C, I was advised the freezer would not maintain that temp. It will operate within a range between -12C and -20C. I was advised that the freezer is not guaranteed to stay colder than -15C. I had to purchase 2 new freezers from another manufacturer. The [redacted] freezers would not maintain the -20C promised in their literature.

I sent the operations manager an email requesting a refund and have heard nothing from him. I have several emails describing interaction between Felix Storch and myself regarding the replacement freezers. That experience was handled poorly as well. I would like a refund because the product does not do what it's promised. They can have the freezers back. One retailer refunded our purchase. The other refuses to handle it because it's a replacement. Two freezers were purchased originally from two separate retailersDesired Settlement: I would like a refund of the freezer. They may come and pick it up or send a courier for it if they so desire.

Consumer

Response:

At this time, I have not been contacted by Felix Storch Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Review: I purchased a [redacted] under-counter refrigerator and freezer from [redacted] in December 2014. $1800 each

When it was apparent that the freezer was not working (ice cream was always mushy), I contacted [redacted]. For 3 months, I was corresponding with [redacted] and their customer service department, which apparently was 3 or 4 different offices. After getting nowhere there, they referred me directly to [redacted] (the manufacturer) where I had very much the same experience. I’ve received random responses to my emails and little or no call-backs from both companies. And after all of this, I have NOT been able to return it, nor have they replaced it or refunded me my money.Desired Settlement: Refund and return defective freezer

Review: In quotes below is a letter my wife sent to Summit Appliance's customer service. Not surprisingly, it went unanswered. The letter details our debacle when purchasing the Summit gas cooktop from [redacted]. When we had the second issue with the cooktop, [redacted] proved to be so unhelpful - not returning phone calls, long wait times on hold when calling, and just generally doing nothing to remedy the situation - we were forced to work directly with Summit. We will be filing the same complaint against Summit. The letter leaves off with the shattered cooktop. The conclusion of the story is that Summit once again sent a replacement. And although [redacted] from Summit said that the unit would be connected and tested before sending - shipping the unit with the connections intact - when we opened the cooktop, there were no connections connected, so it was clear that it was not tested. Thankfully this cooktop is not defective. It is by far the worst experience I've ever had buying anything. As a professional, I'm shocked at the extraordinarily poor customer service and operations of these companies. 5 months to get a cooktop? We had new granite counter tops installed and cut to the dimensions of this unit so we were forced to try to make it work. Please see the following letter for the history of our issue. I will add to the story that when the first cooktop was returned on 6/*, another was not delivered until 7/* - a full month later. This unfortunately was only the beginning of our issues. "I purchased a summit cooktop through [redacted] at the end of May 2014. I have just received my fourth replacement cooktop today. When I opened the box, the glass cooktop is completely shattered. The first cooktop I received at the start of June was cracked. The second and third cooktop I received were defective and leaked gas. I spoke to [redacted] in customer service yesterday and he indicated that the cooktop would be tested and the connections left intact before he shipped out the new unit. Today we received the unit and before I opened it, I contacted him to inquire if it indeed was tested since I just spoke with him yesterday. He told me that when he had checked on the status it had already shipped. So the connections were not left intact and I have no idea if it was tested. Of course, that is a mute point, since the glass cooktop is shattered. I am extremely upset with the situation. I have not had a cooktop since May and every time I contact Summit customer service, I am on hold for at least 10 - 15 minutes. I would like someone to contact me tomorrow at (phone number). I would like a person from summit to drive a new cooktop to my house in (state) and install it. I feel that this is the only solution to ensure that I will receive a working cooktop. I have never received such poor service in my life. Not once did anyone apologize for our inconvenience, instead I was made to feel stupid because I was calling too much on the status of my cooktop."Desired Settlement: We asked several times for Summit and [redacted] to send someone to install the cooktop. [redacted] said Summit would do that. [redacted] from Summit said that they don't send people for this cooktop. Considering the awful customer service, the amount of time we had to wait to get a functioning cooktop (5 months) we would like to be refunded half the purchase price of the unit. Summit has done nothing to make this situation right. They don't return phone calls and have excessively long wait times when you call. Until this situation was righted, we will aggressively work to prevent friends, family, coworkers, and community members to avoid doing business with the company.

Consumer

Response:

At this time, I have not been contacted by Felix Storch Inc. regarding complaint ID [redacted].

Sincerely,

Review: I called with specifications of the product I needed and was assisted by two different sales associates who both assisted me in ordering the wrong product. I asked to speak with a manager who turned out to be [redacted]. [redacted] informed me that the error was all mine and they didn't sell what I needed. He would not give me a return policy for the products I already received that were incorrect. I received a return authorization from [redacted] that [redacted] stated was not of any use because there was no fault on [redacted] because I didn't know how to use the website or explain what I needed so their associates would have been able to tell me they didn't sell it. I was then told the call was over and there was no one else but [redacted] that I could speak to.Desired Settlement: We want to return the products we received from [redacted] that we cannot use have our credit card refunded.

Business

Response:

This complaint is currently being addressed by our office