Howard/McCray

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I want a full refund, I am not paying for shipping, please make sure you explain what the technician found as well in your next e-mail, new machines don't have those types of issues Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:It is sad and unfortunate that the president of a so called "ethical" company has to resort to telling half-truths when presented with an issue in regards to one of their productsFirst this person fails to mention the reason why we asked the first service technician to leaveThe questionable technician attempted to kick the compressor out of the unit, never in my years of being in the restaurant business have I ever seen a technician remove a compressor from a deli case this wayHe sat on the ground in front of the deli case and began to kick the compressor, yes we asked him to leave because what he was doing caused more damage to the caseHe was asked politely to leave, never once was I rude with any of the techniciansThis incident was noted and I made the rep at [redacted] aware of what happened as well as the tech manager at Howard McCray, we did not want that person working on our case anymore and that was well within our rightSecondly MrS [redacted] points out that we may have damaged the equipment in the transportation process, but that was not true as we made sure that the cases were strapped down and secured prior to leaving the warehouse, as well as all safety measures and precautions were taken while transporting the cases and unloading them, we spent well over a $1,to ensure that cases were transported and unloaded properly and without errorMrS [redacted] fails to mention that we purchased two cases from the company and that only the case in question exhibited faults and produced a loud noise from the compressorThe other case exhibited no such defaults and worked perfectly fine (and was also installed by the same certified electrician, per warranty guidelines)So the point that he makes about the case being damaged during the process of transportation or installation is invalid, because if that was the case then both of the cases would not have been working properlyI have the technicians credentials and certifications, the warranty guidelines said that as long as the electrician was certified, that fulfilled the warrantySo yet another lie to absolve the company of their dutyAs for the second technician coming by to replace the fan motor, well that did not remedy the issue neitherAnd I resorted to take a video of the case and the noise that it was making, even after the fan motor was replacedI sent a copy of the video to [redacted] as well as to Howard McCrayThe gentleman at [redacted] acknowledged that indeed the case was running rough, and that other issues began to develop (not holding temperature, moisture forming at the top of the unit)When Nick at Howard McCray (the service tech manager) was made aware of this issue, he brushed it off as it being the sound of the case, and he even went as far to say that he was not able to view the videoAnyways after some more tedious phone calls we got someone in the tech department give us a verbal agreement that we could bring the case back to exchange itAs you may know I am located in Richmond, Va and Howard McCray is in Pennsylvania, that is a hour drive that I was not willing to take unless I had some documentation stating that I would be able to exchange the caseI was not going to incur all of these costs to return the case if I did not have physical proof that they would, it was not enough for them to give me their word as at this point I was skeptical of the company's integrityAnd sure enough we got an email that said after consideration they would not exchange the case for usNever once did I receive an email saying that I could exchange the case, only that if I bring it to the factory that they would service the case, at this point I did not want the case anymoreI did not purchase a brand new case just to have to fix it every couple of weeks after purchasing itAgain why would we not want to return the case and exchange it? That makes absolutely no sense, that is what we wanted the whole time why would we refuse itSo again the president presents another half truth, we never received verification to return the case, only an empty verbal agreementI have the emails to back everything I am stating.After this we still stayed in constant contact, as I have the copies of the emails and phone records as well, the company at this point just kept dragging it's feet, and I would get the ultimate run-around from anyone I spoke to at Howard McCrayFinally I reached the engineer at the company, William W***, and we came to the agreement that a third party technician that had never seen the case or serviced it, would come and write up a service report on the case, and from there we would see what we could do to come to a resolutionI would like to note that the company tasked me with finding a technician that was willing to do warranty work for them95% of the companies I contacted refused to do work for Howard McCray, whether that was because of the company's reputation or something else, it was difficult to find somebody willing to service the caseFinally I was able to get a service technician to agree to write a report about the caseHe was not familiar to me, an unbiased third party who had never seen the case, just as the engineer requestedHe came to write up the report and it was sent in to the companyAfter speaking with William and agreeing to find a technician to write up the report, I was not able to get in contact with him again, so I was forced to talk to Nick, who is a dishonest person that would not acknowledge something was wrong with the case in the first place, again I was back to where I started and nothing was solvedOf course after reading the technicians report Nick did not like the outcome and even went as far as questioning his certificationI provided the technicians HVAC number to dispel any notion that he was unqualifiedAgain nothing was achieved from this but wasted time and energyI noticed that MrS [redacted] did not mention this at all in his response, because it was not favorable to the situationI don't understand how someone that holds an administrative position like his would resort to telling lies in an effort to absolve his company of wrongdoingHe mentioned everything that we may have done wrong but never once did he acknowledge the fact that there may have been something defective in the case prior to us purchasing itNothing by the company was done in good faith, and the notion that we were hostile or rude to anyone is ludicrous, anybody dealing with a situation like this (for a year now!) would have been thoroughly frustratedBut never was I or anyone from here hostile,and never did any of the technicians refused to come back to the storeObviously there will be no agreement reached with this company so I have no choice but to pursue legal actionIf any documentation is required of me to back what I am saying, I will provide it, not just a bunch of empty statements Regards, [redacted]

March 30, Dear [redacted] ,I am in receipt of your letter dated March 19,concerning [redacted] [redacted] purchased the Island Case from our distributor in Chicago, [redacted] Fast Foods & Beverage in December of We were first notified a problem in late February of The island case was holding temperature but had condensation at the top inside of the unit near the air discharge, Typically this type of condensation is caused by higher than acceptable humidity in the store.The case is designed to operate at 75F & 55% relative humidity and can not be located near windows, doors or air conditioning ductsWe have conveyed this to [redacted] that his store conditions must be at the recommended temperature & humidity during all hoursRaising the temperature at night will cause this reaction, [redacted] has pursued this course of action against us but rather than wait for our response, he stopped payment on his credit card with [redacted] Fast FoodsHis desired outcome is the compressor on the roof which indicates he should have ordered this style of unit VS having the self contained unit with the compressor in store contributing the high heat in the store, especially at night when the a/c is raisedOur Island Case IS NOT DAMAGED nor DefectiveIt is not being used correctly as defined by the factory specificationsI will offer to take back the Island case at a prorated valueI will offer United a refund of 25% off their purchase price — which they will work out the refund to [redacted] as long as be safely returns our Island Case to Philadelphia without damageThis unit has been in operation since December and is operating correctly to factory specifications, however [redacted] is unhappy with our productWe have provided [redacted] a new quotation for [redacted] desired REMOTE system however, without a change the store temperatures, the new unit may experience the same condensationPlease have [redacted] return the unit to our factory from where he purchased it & I will start the refund processSincerely YoursChristopher SPresident

June 6, 2016Dear [redacted] ,I am in receipt of your letter dated June 3, concerning our model [redacted] , Serial number [redacted] .We sold this deli case to [redacted] on June 23, Their customer picked up the case on this date from our factory in Philadelphia, PA and transported the case to their store in Virginia,We received a call on 7/16/indicating a noisy condensing unit and immediately dispatched an authorized service companyThe service company visited the store on July 20, and was asked to leave the store by the store owner, They did not like his technique.At no time was the case not functioning correctly, it was making a noise & we suspected it involved the sof the case since they did not hire a QUALIFIED REFRIGERATION Company as per our warranty guidelines, Since they picked up the case with their truck, they may have caused damaged to this case since they are not experience movers.We dispatched a second service company in July of and they replaced the condenser fan motorThe fan motor was fully functional but we changed it to see if the new one would have any effectThe deli case was reported fully operation.On August 13, 2015, we offered to exchange the case for this customer if they brought the case back to Philadelphia where they picked up the caseAs in any exchange program, the customer normally takes the product back to the store where they got itWe never heard back from the customer when they planned to return the deli caseOur "Good Faith" offer expired on September 13,2015.We did not hear any updates from this customer from September to May Please remember noise levels are subjective to the person & store conditions.In May 2015, we told the customer they needed to talk with the company they purchased the case from ( [redacted] ) since we did not sell the case to them & already made them a "Good Faith offer" in August 2015, which they turned downThis case is a used case & has been in operation since June of The case has always operated within specifications & the customer has refused to allow service companies to look at the case.The customer has been hostile in our efforts to resolve this dispute.The deli case has been in operation for almost year and being used on a daily basisIt was not installed by a qualified refrigeration company as required to activate the warranty yet despite this, we have made our best attempts to help this customerThe Service companies we have sent will not go back because of the way they have been treated by this owner.I must regrettably deny their request to return the case.Sincerely,Chris S.President

April 8,2017Dear *** ***,This unit was sold through one; of our distributors on 9/15/16.A problem was reported on 3/8/& service by ** *** *** on 3/9/The unit was running on 3/9/***'s went out on 3/to check the unit again & it was unplugged.The customer indicated he was not planning to use this unit.We will accept the case back at a Prorated 50% **of the purchase price since the case has been in operation since 9/1S/The unit was be returned to our factory ih Philadelphia and a refund will be paid upon the FINAL Inspection, The case must be FREE from all defects.This is a one time exception.Thank you, Chris SPresident

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I want a full refund, I am not paying for shipping, please make sure you explain what the technician found as well in your next e-mail, new machines don't have those types of issues.
Regards,
[redacted]

Dear [redacted],I am in receipt dated March 15,2017. There is no Model number or serial number so I can not verify any of the details.As stated in the claim:Unit was sold on 7/7/2016.Problem occurred 7/7/2016 Talked to company on 3/9/2017Talked to company on 3/13/2017Why did it take 9 months...

to report the problem to our company. Based on the information provided, this unit has been in operation over 9 months.We can not take back a unit that has been "USED" for the past 9 months especially since the problem also occurred 9 months ago, This unit comes with a 1 year Warranty and the company will continue to honor it until 7/6/2017,We did not sell this unit to this customer - it was sold to of our distributors- Our company policy is to take back any equipment within 30 days of the sale as long as it has not been USED and returned in the original crate. These are the generally accepted terms & conditions for all commercial refrigeration products.Please understand - it is 9 months from date of sale/problem (7/7/2016) to this letter.Sincerely yoursChris SPresident

June 24, 2016Dear [redacted],I am in receipt of your letter dated June 15, 2016.Howard/McCray has been in business for 126 years and has a strong reputation in the industry. We will not resort to name calling as we have tried to get this settled.A representative from this company called our offices during the week of 6/13 and spoke with our customer service people & Mr. W[redacted] concerning this case, Mr. W[redacted] explained the general operation of the case. The deli case mentioned in the complaint is still in operation & being used on a daily basis.In August of 2015, myself & Nick offered to replace the case & our offer was never accepted. There was never a request for any documentation to return the case. We tried to get this resolved last August. We told the owner if he wanted to return it - let us know. Our offer was not accepted,The case CANNOT be returned. It is being used on a daily basis.We will offer to send a factory authorized service company to visit the store, Our service company will be able to evaluate the situation & adjust any component that requires adjusting,This offer expires om 7/16/2016Once completed, we kindly request [redacted] or his representatives restrict any contact with any persons at Howard/McCray to myself or Mr. W[redacted].Please let us know if we can plan a trip to visit the store,Chris S[redacted] President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:It is sad and unfortunate that the president of a so called "ethical" company has to resort to telling half-truths when presented with an issue in regards to one of their products. First this person fails to mention the reason why we asked the first service technician to leave. The questionable technician attempted to kick the compressor out of the unit, never in my 10 years  of being in the restaurant business have I ever seen a technician remove a compressor from a deli case this way. He sat on the ground in front of the deli case and began to kick the compressor, yes we asked him to leave because what he was doing caused more damage to the case. He was asked politely to leave, never once was I rude with any of the technicians. This incident was noted and I made the rep at [redacted] aware of what happened as well as the tech manager at Howard McCray, we did not want that person working on our case anymore and that was well within our right. Secondly Mr. S[redacted] points out that we may have damaged the equipment in the transportation process, but that was not true as we made sure that the cases were strapped down and secured prior to leaving the warehouse, as well as all safety measures and precautions were taken while transporting the cases and unloading them, we spent well over a $1,000 to ensure that cases were transported and unloaded properly and without error. Mr. S[redacted] fails to mention that we purchased two cases from the company and that only the case in question exhibited faults and  produced a loud noise from the compressor. The other case exhibited no such defaults and worked perfectly fine (and was also installed by the same certified electrician, per warranty guidelines). So the point that he makes about the case being damaged during the process of transportation or installation is invalid, because if that was the case then both of the cases would not have been working properly. I have the technicians credentials and certifications, the warranty guidelines said that as long as the electrician was certified, that fulfilled the warranty. So yet another lie to absolve the company of their duty. As for the second technician coming by to replace the fan motor, well that did not remedy the issue neither. And I resorted to take a video of the case and the noise that it was making, even after the fan motor was replaced. I sent a copy of the video to [redacted] as well as to Howard McCray. The gentleman at [redacted] acknowledged that indeed the case was running rough, and that other issues began to develop (not holding temperature, moisture forming at the top of the unit). When Nick at Howard McCray (the service tech manager) was made aware of this issue, he brushed it off as it being the normal sound of the case, and he even went as far to say that he was not able to view the video. Anyways after some more tedious phone calls we got someone in the tech department give us a verbal agreement that we could bring the case back to exchange it. As you may know I am located in Richmond, Va and Howard McCray is in Pennsylvania, that is a 5 hour drive that I was not willing to take unless I had some documentation stating that I would be able to exchange the case. I was not going to incur all of these costs to return the case if I did not have physical proof that they would, it was not enough for them to give me their word as at this point I was skeptical of the company's integrity. And sure enough we got an email that said after consideration they would not exchange the case for us. Never once did I receive an email saying that I could exchange the case, only that if I bring it to the factory that they would service the case, at this point I did not want the case anymore. I did not purchase a brand new case just to have to fix it every couple of weeks after purchasing it. Again why would we not want to return the case and exchange it? That makes absolutely no sense, that is what we wanted the whole time why would we refuse it. So again the president presents another half truth, we never received verification to return the case, only an empty verbal agreement. I have the emails to back everything I am stating.After this we still stayed in constant contact, as I have the copies of the emails and phone records as well, the company at this point just kept dragging it's feet, and I would get the ultimate run-around from anyone I spoke to at Howard McCray. Finally I reached the engineer at the company, William W[redacted], and we came to the agreement that a third party technician that had never seen the case or serviced it, would come and write up a service report on the case, and from there we would see what we could do to come to a resolution. I would like to note that the company tasked me with finding a technician that was willing to do warranty work for them. 95% of the companies I contacted refused to do work for Howard McCray, whether that was because of the company's reputation or something else, it was difficult to find somebody willing to service the case. Finally I was able to get a service technician to agree to write a report about the case. He was not familiar to me, an unbiased third party who had never seen the case, just as the engineer requested. He came to write up the report and it was sent in to the company. After speaking with William and agreeing to find a technician to write up the report, I was not able to get in contact with him again, so I was forced to talk to Nick, who is a dishonest person that would not acknowledge something was wrong with the case in the first place, again I was back to where I started and nothing was solved. Of course after reading the technicians report Nick did not like the outcome and even went as far as questioning his certification. I provided the technicians HVAC number to dispel any notion that he was unqualified. Again nothing was achieved from this but wasted time and energy. I noticed that Mr. S[redacted] did not mention this at all in his response, because it was not favorable to the situation. I don't understand how someone that holds an administrative position like his would resort to telling lies in an effort to absolve his company of wrongdoing. He mentioned everything that  we may have done wrong but never once did he acknowledge the fact that there may have been something defective in the case prior to us purchasing it. Nothing by the company was done in good faith, and the notion that we were hostile or rude to anyone is ludicrous, anybody dealing with a situation like this (for a year now!) would have been thoroughly frustrated. But never was I or anyone from here hostile,and never did any of the technicians refused to come back to the store. Obviously there will be no agreement reached with this company so I have no choice but to pursue legal action. If any documentation is required of me to back what I am saying, I will provide it, not just a bunch of empty false statements.
Regards,
[redacted]

June 6, 2016Dear [redacted],I am in receipt of your letter dated June 3, 2016 concerning our model [redacted], Serial number [redacted].We sold this deli case to [redacted] on June 23, 2015. Their customer picked up the case on this date from our factory in Philadelphia, PA...

and transported the case to their store in Virginia,We received a call on 7/16/2015 indicating a noisy condensing unit and immediately dispatched an authorized service company. The service company visited the store on July 20, and was asked to leave the store by the store owner, They did not like his technique.At no time was the case not functioning correctly, it was making a noise & we suspected it involved the set-up of the case since they did not hire a QUALIFIED REFRIGERATION Company as per our warranty guidelines, Since they picked up the case with their truck, they may have caused damaged to this case since they are not experience movers.We dispatched a second service company in July 23 of 2015 and they replaced the condenser fan motor. The fan motor was fully functional but we changed it to see if the new one would have any effect. The deli case was reported fully operation.On August 13, 2015, we offered to exchange the case for this customer if they brought the case back to Philadelphia where they picked up the case. As in any exchange program, the customer normally takes the product back to the store where they got it. We never heard back from the customer when they planned to return the deli case. Our "Good Faith" offer expired on September 13,2015.We did not hear any updates from this customer from September 2015 to May 2016. Please remember noise levels are subjective to the person & store conditions.In May 2015, we told the customer they needed to talk with the company they purchased the case from ([redacted]) since we did not sell the case to them & already made them a "Good Faith offer" in August 2015, which they turned down. This case is a used case & has been in operation since June of 2015. The case has always operated within specifications & the customer has refused to allow service companies to look at the case.The customer has been hostile in our efforts to resolve this dispute.The deli case has been in operation for almost 1 year and being used on a daily basis. It was not installed by a qualified refrigeration company as required to activate the warranty yet despite this, we have made our best attempts to help this customer. The Service companies we have sent will not go back because of the way they have been treated by this owner.I must regrettably deny their request to return the case.Sincerely,Chris S.President

March 30, 2015
Dear [redacted],I am in receipt of your letter dated March 19,2015 concerning [redacted].[redacted] purchased the Island Case from our distributor in Chicago, [redacted] Fast Foods & Beverage in December of 2014.
We were first notified a problem in late...

February of 2015. The island case was holding temperature but had condensation at the top inside of the unit near the air discharge, Typically this type of condensation is caused by higher than acceptable humidity in the store.The case is designed to operate at 75F & 55% relative humidity and can not be located near windows, doors or air conditioning ducts.
We have conveyed this to [redacted] that his store conditions must be at the recommended temperature & humidity during all 24 hours. Raising the temperature at night will cause this reaction,
[redacted] has pursued this course of action against us but rather than wait for our response, he stopped payment on his credit card with [redacted] Fast Foods.
His desired outcome is the compressor on the roof which indicates he should have ordered this style of unit VS having the self contained unit with the compressor in store contributing the high heat in the store, especially at night when the a/c is raised.
Our Island Case IS NOT DAMAGED nor Defective. It is not being used correctly as defined by the factory specifications.
I will offer to take back the Island case at a prorated value. I will offer United a refund of 25% off their purchase price — which they will work out the refund to [redacted] as long as be safely returns our Island Case to Philadelphia without damage. This unit has been in operation since December and is operating correctly to factory specifications, however [redacted] is unhappy with our product.
We have provided [redacted] a new quotation for [redacted] desired REMOTE system however, without a change the store temperatures, the new unit may experience the same condensation.
Please have [redacted] return the unit to our factory from where he purchased it & I will start the refund process.
Sincerely YoursChristopher S.
President