Grease Monkey International Inc

Description: The consumer purchased a Mercedes Benz SprinterThe consumer had a fridge installed from Transport SpecialistThe fridge should get as low as -degrees, but it is only getting down to -degreesThe consumer stated the supplier is not willing to exchange the fridgeNo atty
Satisfactory Solution: The consumer wants fridge unit exchanged

Dear Mr. [redacted]The idea of this dialogue is not to resolve the customer complaint but to explain the facts of the case to show that the customer complaint has no merit. Attached please find a copy of an email sent November 10, 2015, to Mr. [redacted] from [redacted] stipulating that the desired temperature needed for their freight was between 40 degrees Fahrenheit and zero degrees Fahrenheit.The facts as previously provided stated that the unit provided for the truck with the insulation package as provided by the customer adequately and efficiently reached the temperature as stated in her email,lf the customer stated that -20 degrees Fahrenheit was needed, engineering would have stipulated a refrigeration type body and insulation with a greater Capacity unit.The customer's desired outcome is well beyond the scope of the original agreement. As stated, we have gone beyond the level of care needed to insure the current truck, as configured, will maintain zero degrees Fahrenheit.We will work in good faith with the customer to reconfigure the truck at her cost to reach the new desired temperature of -20 degrees Fahrenheit.[redacted], Controller From: [redacted] Date: Tuesday, November 10, 2015 at 3.27 PMTo: [redacted]Subject; inquieryDear [redacted]My husband and stopped by and requested price for thermoking V300 max for below 40 degree. We are planning to buy NV2500 2016 and add two passenger seat and then use the remain area for freezer or cooler,Would you give US price for installation,please? If we get thermo king V300 MAX then can we use it for both below 0 and below 40 as well?[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]We do not agree with their respond.We did not order V300 BUT V300 MAX. Even according to the V300 series specification v300Max should drop and maintain -20F.We have not changed the item to deliver with this thermoking unit. The Transport Specialist did re-insulate the rear door on August, not because we changed our item to deliver, but because the thermoking unit couldnot perform wellenough. When we set up the unit for –10F, it could only drop the temperature to 44~55F.  When we got a service from another thermoking dealer in WI, the technician told us he was wondering why we installed the V300MAX instead of the W-520RT. He told us that most Sprinters with freezers don't use V300MAX. But after checking the size of our freezer space in the Sprinter, he understood and said the V300MAX could work as a freezer since it has a smaller space. But he pointed out that there was almost no insulation on the rear door. I asked them to provide a service report stating the issue. [redacted] of Transport Specialist asked me what item I delivered and if I really ordered the thermoking unit to use as a freezer. I was very upset and said that I will forward an email to prove what I ordered. From the beginning, I requested the inquiry for athermoking unit that can be used for both a refrigerator and afreezer. After checking my email to prove what I ordered, they re-insulated the rear door. Aug 22, when we tested out the unit by driving for 5 hours, it only droppedto 17F while it was set up for –17F. The Transport Specialists reinsulated the whole sprinter body not because I changed my item to deliver, but because this V300MAX could not drop the temperature low enough.Oct 13, we set up the temperature to –27F and drove for 3 hours, but it only dropped to3F. According to the Thermoking manufacturer's specification, the V300MAX should be able to drop and maintain –20F evenif weopen the door ten times a day for deliveries. According to the Thermoking manufacturer's manual, we are supposed to precool the cargo compartments for 30-60 minutes (longer if possible) before loading. However,my V300MAX never drops the temperature lower than 3F. We believe that Thermokingfalsely advertised that the V300MAX could drop to –20F. We drove for 3 hours and set up the unit for –27F but it only dropped to 3F even though we stopped once, not 10 times like their advertisement said it could handle. Thermoking tested our unit and said it dropped to –8F. However, this is meaningless because they had it on electrical standby for overnight. Attached is a scan of Thermoking's Operator's Manual that says clearly, the cargo compartments should be precooled for 30-60 minutes. Also attached is the manual specification of what unit should be used for boxesof different dimensions. Our box size is 8' 6" long and it is more than small enough to be able to reach a temperature of –20F by using the V300MAX. Even on the Thermokingwebsite, it has a brochure for the V300 series that gives the same false information of the temperature/box guide. Desired outcome:I should be able to drop the temperature around -20F as the manufacturer specification of V300max inform all consumers in public. This unit should be able to maintain -20F even when driver make 10 time stop a day for delivery. What would you like the business to do for you? They need to replace with new unit or upgrade it so that my sprinter box can be used as refrigerator as well as freezer. The thermos king unit, V300-Max should maintain the temperature around -20F even if I stop 10 times a day for delivery. That is what manufacturer’s specification of V300-Max to inform all the consumers in public. They also need to give us another 1 year warranty to cover everything with the new unit. So that we can receive the make up service for the new unit. Especially for the summer. They also need to provide us paper invoice or work report whenever we receive service. Even if it is under warranty and get charged $0.00 still we should be able to get the record of the service such as what was the issue and what was done and what is the result after service. Even after they replace with new V300-MAX installed if this unit does not blowing cold enough to drop around -20F, the manufacturer, Thermo king should do recall or make enough compensation for the consumers like me. Although the price for the V300-MAX was little over $8,000 but I had to spent around $10,000 for the insulation and $40,000 for the van. They should have make enough compensation to cover up all the investment the consumer made for the refrigerated truck or van.
Regards,
[redacted]

We do not agree with their respond. As you can see the email I sent I mentioned "below 0F" and "below 40F"as well.I did not write  in between 0 to 40F.[redacted], the president of transport specialist and I also had telephone communication before purchasing. I called him to ask Isn't it better to get bigger unit so that we can drop lower temperature but he said V300MAX is good enough according to manufacture's specification.I do regret that we had a telephone communication and there is no way that I can prove what was the communication. But there are few emails that can prove we had telephone communication.Since the vehicle company asked Transport specialist, the thermoking dealer to provide me the original bill of sale, they did not even let the vehicle company manager look at the original bill of sale. Instead they emailed it but I could find out that they got rid of my 2nd year warranty for major components. and the bill of sale they emailed me does not have my signature.When I purchased this unit, it came with 1 year warranty and 2nd year warranty for major compartments.http://thermoking.com/products/product/popups/warranty.aspWarranty Coverage 1st year complete warranty.2nd year major components warrantybut since I am filing complaint against the transport specialist, they got rid of my 2nd year warranty of their system.
Regards,
[redacted]

In response to [redacted]'s complaint, we offer the following: Per the attached letter, [redacted] requested that the unit be able to perform below 40 degrees in order to transport dairy products. She also said she may have to transport frozen product below zero degrees from time to time. From these statements we recommended the V-300 Max which would have been more than adequate to meet her specifications. If minus 20 degrees Fahrenheit was a consideration, we would have recommended a greater capacity unit being the W-520RT.A few months after the unit was installed, the customer notified us that the type of product she was transporting changed and she needed the unit to be able to chill the box to 20 degrees below zero Fahrenheit. At this time we told her we would see what we could do but the unit was not designed to cool that low for her amount of insulation and type of rear door seals.in an attempt to satisfy the customer, we agreed to provide more insulation to see if minus degrees could be maintained. Transport had more insulation added to enable the unit to pull to lower temperatures. Per Thermo King disclaimer: "Unit selection may vary depending on ambient temperature, truck body insulation, number of door openings, heat of respiration, compressor selection, and type of door seals".Simulating the number of door openings and with the door seals we were able to reach minus 8 degrees Fahrenheit. Additional insulation provided a modest change in temperature.The specification the customer mentioned in her complaint is from a promotion piece of literature and subject to change based upon the type of truck insulation provided, door seals, temperature of product loaded and customer operation.Her vehicle configuration was designed to hold zero degrees which it will do. Anything beyond is a change in specification unit, level of insulation, type of doors and use of a bulkhead.Sincerely[redacted]