Hollywood Pools

Hello,Thank you for contacting Beverage Factory. All of our new wine refrigerators such as the VSWR56-2SSLN have a one year manufacturer warranty from the date of purchase, with the option to add on an extended warranty. Per our conversation with [redacted] 4/11/2017 we have agreed to send out a technician to diagnose the unit and repair or replace depending on the given diagnosis from the technician. Beverage Factory does enforce our warranty policy however, we are willing to work with our customer's and assist in any way that we can .Thank you,[redacted]Beverage Factory

Beverage Factory stands behind the products that we sell. We have requested photos of the drilling so we can take over and assist with the warranty that [redacted] is unable to fulfill. We have reached out to this customer requesting photos of the drilled unit.  Please include a photo close up, a photo that shows the full unit and the drilling along with a photo of the back of the unit. You can reach me directly at [redacted] ext. [redacted] or by email [redacted]

Hi [redacted], Thank you for your email. Our records show that a replacement of a new unit was sent out and delivered to the customer on 6/22/15 with [redacted]. We are more than happy to further assist however it is not clear what additional assistance is being requested. Please let me know how we can resolve this complaint. Thank you,. [redacted]Beverage Factory[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] is claiming that the warranty has been voided, however, their claim is false and includes multiple misrepresentations. I am attaching the actual owner's manual referenced in order to clarify the inaccuracies.The owner's manual does indeed specify not to attempt repair within the "safety warnings" section of the manual. The hole I drilled in to the back wall of the refigerator was not a repair, so this is not applicable. The word "cosmetic" does not appear anywhere in the manual or terms of the warranty.The manufacturer does not have discretion to void the warranty over any issue that they choose. They may only refuse to perform warranty service for exclusions specifically outlined in the terms of the warranty, which appear on page 18 of the user manual. The items that the warrantor will not pay for are below, directly copied from the user manual:ITEMS WARRANTOR WILL NOT PAY FOR: 1. Service calls to correct the installation of your appliance, to instruct you how to use your appliance, to replace or repair fuses or to correct wiring or plumbing. 2. Service calls to repair or replace appliance light bulbs or broken shelves. Consumable parts (such as filters) are excluded from warranty coverage. 3. Damage resulting from accident, alteration, misuse, abuse, fire, flood, acts of God, improper installation, installation not in accordance with electrical or plumbing codes, or use of products not approved by warrantor. 4. Replacement parts or repair labor costs for units operated outside the United States. 5. Repairs to parts or systems resulting from unauthorized modifications made to the appliance. 6. Expenses for travel and transportation for product service in remote locations. 7. The removal and reinstallation of your appliance if it is installed in an inaccessible location or is not installed in accordance with published installation instructions. --The best case the manufacturer has to refuse warranty service are exclusions numbered 3 and 5 above. However, for both of these exclusions, in order for the manufacturer to refuse warranty service, the damage must have resulted from the "alteration", or they can refuse to pay for "repairs to parts or systems resulting from unauthorized modifications made to the appliance. The mere existence of modifications does not void the warranty, as the manufacturer claims. Furthermore, the modifications did not result or cause the appliance malfunction. The manufacturer knows this and this is why they are misrepresenting the warranty claims, have lied on the phone about where the coolant lines run, and have even tried to suggest that "vibration of the drill" could have compromised the unit. The manufacturer has refused to even inspect the unit, so it is impossible for them to claim to know that the non-performance of the unit is due to the modification. The fact is, the manufacturer produced, and Beverage Factory sold, a defective unit, and the modification has nothing to do with the defect. It would be clear upon inspection from anyone who cares to look that the refigerator does not work due to not being properly charged with coolant, or the coolant has leaked out. Beverage Factory's policy does indeed state that all warranty claims must go through the manufacturer, however, it is neglect on Beverage Factory's part to continue to sell products from a supplier with an abysmal Revdex.com rating (D-) and a myriad of unresolved warranty complaints from consumers while at the same time not standing behind the products they are selling. In this particular case, Beverage Factory should make whole with the customer by refunding the purchase price rather than trying to hide behind the manufacturer's false claims.
Regards,
[redacted]

This customers date of purchase is 02/27/2013. We accept all returns within 30 days and can make exceptions up to a year. Manufacturers warranty is a 1 year warranty and this customer is out of warranty. A 5 year free warranty was provided through a third party warranty company New Leaf. She is able...

to contact them in regards to any defects to the unit.
On the specific of the unit purchased, there are diagrams of bottles that fit on the shelves and the bottle count will decrease based on bottle size.
We are unable to accept any returns outside of 1 year from the date of purchase.

Beverage Air has approved a replacement unit.
 
"Beverage Air will be replacing the below unit. This was approved by the manager of Tech Service, Tim Trimble. We are field scrapping the defective unit, the customer can do whatever with the unit they want. Informed [redacted] we will need the data tag (sticker) from inside unit sent back to Beverage Air. Sending replacement unit directly to [redacted]."

We apologize for the inconvenience, we have scheduled a fedex pick up due to the holidays FedEx does not always pick up as expected. You have been emailed a FedEx label which is also attached to return the package if FedEx is not able to pick up.
We have refunded your account in full today.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This complaint is not closed!The only action so far has been a service agency came yesterday, Tuesday 6/09 and confirmed the problem to the mfr./distributor, The Beverage Factory.I am awaiting a resolution.Thank you,[redacted]

We are moving forward with a pick up of the old defective unit and replacing with a new unit.