M & T Bank

I understand your frustration with this situation.Alamo Refrigeration has been in constant contact with Ice and Refrigeration on this issueWe are working to try to resolve this issue within the parameters of our company policyPlease refer to our warranty posted on our websiteThis unit arrived onsite with freight damageAs per our warranty we do not cover freight damageAlso, as shown in pictures provided by the customer, the unit has been laid down on its backThis is misuse and abuse of the equipment as it can cause oil from the compressor to drain potentially damaging the unit when powered upAs per our warranty this will void the warranty on the equipmentAlso, the shipping for this product was set up by a 3rd partyAlamo Refrigeration is not held responsible for any shipping issues on 3rd party shipmentsA freight claim must be filed by the party that set up the shippingAs mentioned previously, we understand the frustrationAs of 11/16/Alamo Refrigeration, in good faith, has requested a service tech go to the location to evaluate the unitOnce this evaluation is completed If the problem is something covered under warranty we will fix the issue at no charge to the customer Thank you, Alamo Refrigeration

To whom it may concernOn 05/26/A service call was requested for Highway Junction restaurant.A service company, Carlson Services Inc, was contacted to provide the service and diagnose and repair the equipment at Highway JunctionCarlson Services gave us an ETA of 05/31/However, due to the service company schedule, they were not able to complete the call as promisedThe location did call us and after many attempts I managed to connect with [redacted] on 06/02/He explained to me that they were behind due to install jobs that had taken longer than expected and he was going to be onsite at Highway Junction no later than Monday 06/05/I had been speaking to [redacted] at Highway Junction and I gave him the phone number to Carlson Services so he could contact them to set up the service timeI have also been in contact with [redacted] on 06/02/and I explained the situation.The delay in service in this instance is in no way a reflection of how Alamo Refrigeration believes in doing businessWe pride ourselves on providing quality customer service at every opportunityThis service call is not an exceptionI have given [redacted] as well as [redacted] clear instruction to call me specifically on Monday if this situation is not resolvedI have also let [redacted] know I will be following up myself Monday morning to see this situation through myselfOn behalf of Alamo Refrigeration I apologizeI assure all parties involved that this issue will be taken care of to the customers 100% satisfaction.Please let me know if there is anything I can do to be of further assistance

The staff at Alamo Refrigeration regrets the problems this customer is experiencingWe believe all issues have been addressedThe original complaint for the shipping damages was out of our controlThe customer has been fully refunded for the refrigeration units that have been returnedAs stated in our warranty, Alamo, and it's service agents shall not be liable for any incidental or consequential loss, or damages (included but not limited to food loss, product loss, ice cream loss, personal injury, or property damage)As for the freezer that is not working, we are following our procedure for service and repairIf the customer has further issues with any of our product we will continue to follow our warranty guidelinesAlamo Refrigeration stands proudly behind our high quality and innovative commercial refrigeration and freezer cabinets

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 meThe units were returned to Alamo Refrigeration and a refund check was received on 5/31/We appreciate Alamo Refrigeration's assistance in resolving this matter Regards, [redacted]

The customer knew the amout of the refund the first time she received the check when it was addressed to her nicknameAs stated in a previous response: The customer has been fully refunded for the refrigeration units that have been returnedAs stated in our warranty, Alamo, and it's service agents shall not be liable for any incidental or consequential loss, or damages (included but not limited to food loss, product loss, ice cream loss, personal injury, or property damage)

Alamo feels we have gone above and beyond to help resolve the issues the customer is havingWe have been completely truthful in our response We have tried several times to call the customer and no one answers the phone As we stated, at Alamo Refrigeration’s expense, we requested through our service provider that they send an unbiased technician out to evaluate the unit We had no prior contact with the technician before his arrivalTechnician was on site 11/19/and sent this report to our service provider: Attached are photos of the coolerthey are as follows1- back right wheel- notice missing paint, panel dented2- front right door, door closed notice dent at door switch3- front of unitstill on shipping pallet, notice gap between doors5- right door, top hinge, no hinge pin electric cord instead of hinge pin6- right front door switch, notice dented panel7- left front wheel, broken off8- front grill, right side pushed into pallet (dented)9- front right wheel, support channel appears to be bent x- side view of top hingePer tech the unit appears to have been dropped in shipping causing damage He didn't remove any panels to assess if the refrigeration system was damaged or if the electric cord had been pulled from the door or from the control box above the doorThe bottom panels on the right and front of the unit are damagedHe is unable to determine if the frame was damaged without removing the unit from the pallet and removing the panels but with a broken wheel he didn't want to attempt it.As stated previously, our warranty states: Exterior / interior structural damage, dings and dents, due to on-site abuse or freight damage are excluded from this warrantyIt is the responsibility of the customer to work with the dealer from whom they purchased the unit from, Ice & Refrigeration Systems, to coordinate a concealed freight damage claim, repair or replace the unitAlamo has reached out to Ice & Refrigeration as they are the shipping party and they are in return reaching out to their customer to resolve the issue

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***I have been the one calling them to see what is going on with the checkAs I said I received a check mailed to wrong address and made out to my nick nameWhen originally I had talked to Alamo sales person" [redacted] ***" and The main guy at shipping from Alamo that the address was the one in Yakima WA and [redacted] was also aware that "***" was my nickname! Anyway the check they had mailed out to me that was mailed to an address in California and a friend who received it sent it to me is made for a much smaller amount than what I am claiming!!! Also I am opening my business today and days ago I plugged in all freezers to begin putting my Ice Cream in them and to my surprise one does not work I was assuming that the freezers we kept since they "are brand new" or atleast that is what Alamo made me think One of my freezers is not working!! I called Alamo and they finally had a technician come see it yesterday and compressor does not work!! He could not fix it! It has to be replaced!!! Great just what I needed! This is too much!

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, although it's only because they refuse to accept that they should be better at addressing their customer service issues and remedy the situation in any way other than EVENTUALLY getting the product to us Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The unit arrived onsite with no damaged on the box it came with outside of the this unit and I have sent pictures to prove to ICE AND REFRIGERATION already that was the reason they have determined this unit was damaged when it left Alamo warehouse also, the unit was laid down on its back in the picture was correct but it was after we sent the pictures to ICE AND REFRIGERATION to prove it was damaged and they have told us to check every other details of the unit and also remove the bottom parts and the pallet that came with if we didn't lay it on its back how could we find out that it was also a small damaged on its bottom as shown in the pictures? therefore, even though Alamo keep mentioning about it has to do with the fright damage but it clearly was not As they have mentioned, as in 11/16/they have requested a service tech to come evaluate this unit in their good faith? I have purchased this item on the 13th of October and received on the 15th and been contacting them through ICE AND REFRIGERATION and on my own since the day we received the item, and they called it good faith and good service after a month? and also if it was not because Chasity from ice and refrigeration keeps contacting Alamo for me I don't know how long they will continue to ignore my request since I have spoke with different Representatives from Alamo and got yelled and verbal abused from [redacted] from Alamo thats why I had to ask Chasity for help and until today, 11/20/2:22pm no one from Alamo has called since the 16th to confirm or mention about the tech coming out, nor any technician from Alamo has show up in our store they are clearly lying on their response because for all the listings I have mention I have all the emails to prove my complaints Regards, [redacted] *

To our valued customer or to whom it may concern,We are sorry for the inconvenience and issues you have had with this piece of equipment However, for the record, the unit was purchased 3/18/with a delivery date of 3/23/and not in May of There were a total of two service issues within the warranty period [redacted] , our service technician, spoke with this customer on 11/07/about the unit not working properly for the first time So we do not agree the issue occurred in July of as stated The customer “***” called in for service stating the unit doesn’t work properly After the initial troubleshooting with [redacted] on the phone, he had mentioned the water filter on the unit had never been changed The water filter is the most critical preventive maintenance issues with ice machines Therefore, the unit was due for a new water filter and cleaning The unit had never been serviced and cleaned which can void the warranty if the water filter isn’t changed every monthsHowever, we dispatched a service tech to diagnose the unit and on 11/9/the tech called and stated the unit had a bad water pump (due to not changing the water filter in a timely manner) Alamo Refrigeration took care of the issue under warranty and we could have voided the call as stated on invoice # [redacted] that was sold through Asher Worldwide Reliabuy Further, the part was shipped and the tech returned and installed the new water pump on 11/18/Alamo Refrigeration took care of the issue Then the unit performed properly until the middle of March.The next time [redacted] spoke with [redacted] was 3/13/when he called and stated his unit was not running Alamo then dispatched service and the unit was diagnosed with a bad evaporator sensorAlamo Refrigeration was out of stock on the part at the time and was unable to ship the same day However, the part needed for the repair arrived and was shipped to the service tech 3/24/for repairSo the part was not available for to days Then [redacted] called [redacted] on 4/7/to follow up and make sure the unit was repaired and operational [redacted] acknowledged to Alamo that the unit was repaired and it was covered under the full Alamo warranty Further, [redacted] reminded [redacted] that the warranty had expired on the unit serial # [redacted] on 3/18/ Any further issues would not be covered under the parts and labor warranty [redacted] again called 5/24/requesting warranty service However, Alamo was unable to dispatch FREE SERVICE due to the fact the unit was out of the year parts and labor warrantyOn 6/1/ [redacted] called our location again threatening to call a lawyer and the Revdex.com if we did not send a service tech out to repair his unit He also requested to speak with the general manager – [redacted] who also advised the customer that the unit was out of warranty [redacted] again called on 6/6/and spoke with our general manager again making the same threat of calling a lawyer and the Revdex.com At this point we shipped the required part to his service tech free of chargeOn 6/12/*** again called and spoke with our general manager and tried one last time to have Alamo Refrigeration cover the service fees under warranty and the request was denied Later Alamo Refrigeration received the official version this complaint filed to Revdex.com.After further review of the problem regarding this complaint, our company feels we have remedied the issue to the best of our ability This is within the guidelines of our warranty statement For more info, click: [redacted] We remain at further service if the customer needs help However, the customer will be responsible for the parts and labor charge Alamo Refrigeration does not accept refunds or returned used equipment and all sales are final.Thank you, [redacted] [redacted] Alamo RefrigerationParts & Service Manager [redacted]

Alamo is currently working directly with the customer to resolve all issuesWe have an open dialog and have contacted her many timesAt this time we feel the customer is satisfied with our effortsWe will continue to assist her needs and give Revdex.com an update when the matter is resolvedPlease contact our office for any questionsThank you

Complaint: [redacted] I am rejecting this response because: Just received the check yesterday and the amount is not what I requested! Regards, [redacted] ***

Alamo Refrigeration regrets the issue you had and values your businessWhen a service issue is reported we work diligently to find a licensed service provider to diagnose the problem and remedy it as soon as possibleWe rely on the reports from the field technicians as they are our eyes and ears However, in this instance the tech reported that the unit was working fineIt was running at 35*The tech observed the units running cycle and found no problems Because of the technicians report of no manufacture defects in the unit the service call is deemed to be a nuisance call and the diagnosis charges are billed directly to the customerOur warranty clearly states: Alamo reserves the right to invoice and collect from the customer for actual and replacement costs in the event the warranty claim is deemed to be a nuisance claim, negligence and/or not associated with a defective product or part

Alamo feels we have gone above and beyond to help resolve
the issues the customer is havingWe have been completely truthful in our response
We have tried several times to call the customer and no one answers the phone
As we stated, at Alamo Refrigeration’s expense, we requested through our
service provider that they send an unbiased technician out to evaluate the
unit We had no prior contact with the technician
before his arrivalTechnician was on site 11/19/and sent this report to our
service provider: Attached are photos of the coolerthey are as follows1- back right wheel- notice missing paint, panel dented2- front right door, door closed notice dent at door switch3- front of unitstill on shipping pallet, notice gap between
doors5- right door, top hinge, no hinge pin electric cord instead of
hinge pin6- right front door switch, notice dented panel7- left front wheel, broken off8- front grill, right side pushed into pallet (dented)9- front right wheel, support channel appears to be bent x- side view of top hingePer
tech the unit appears to have been dropped in shipping causing damage
He didn't remove any panels to assess if the refrigeration system was damaged
or if the electric cord had been pulled from the door or from the control box
above the doorThe bottom panels on the right and front of the unit are
damagedHe is unable to determine if the frame was damaged without removing
the unit from the pallet and removing the panels but with a broken wheel he
didn't want to attempt it.As stated previously, our warranty states: Exterior /
interior structural damage, dings and dents, due to on-site abuse or freight
damage are excluded from this warrantyIt is the responsibility of the
customer to work with the dealer from whom they purchased the unit from, Ice & Refrigeration Systems, to coordinate
a concealed freight damage claim, repair or replace the unitAlamo has reached out to Ice & Refrigeration as they are
the shipping party and they are in return reaching out to their customer to resolve
the issue

Complaint: ***
I am rejecting this response because:
As show in my pictures, the temperature fluctuation is well over the degrees you stated. In addition, if the sensor is located so close to the evaporator that this much error is actually NORMAL, then when I put in the service request notifying you of this issue, you should have simply notified me that this (defective) sensor behavior is actually how your refrigerators were designed. Instead you dispatched an independent contractor who admitted that the units were working properly and then billed me $*** for what you call a normally functioning temperature sensor/display. Apparently this huge 25+ degree error between the ambient temperature in the cabinet and the displayed digital temperature is how your refrigerators behave out of the box. Stated simply, you cannot have it both ways: either admit that your temperature sensor placement being too close to the evaporator is a design defect, or, if you deny this, then admit that your contractor inappropriately billed me for something that you deem to be operation and that he should not have been dispatched at all.
Regards,
*** ***

The shipment to the customer was damaged in transit by the shipping companyDamage that happens in transit is beyond our controlThe customer refused the equipment because of the damage which does comply with procedureAs Alamo Refrigeration did not have any more of these units in stock,
we offered to repair the units and give them a discount pending our receiving the unitsThe customer agreed to this however the freight company took an extended period of time to return our equipment and the customer became frustratedAt this time they demanded a replacement but we could not supply one as we were outThe customer then demanded a refund which we agreed to give them as soon as the equipment returned to our facilityThis is procedure for AlamoAs of today, the equipment has returned to Alamo and the refund has been issued in the form of a checkI spoke to the customer on 07/15/and informed them of this

A check was sent to this customerHowever it was in the only name we had on file and this turned out to be the customers nick nameThe check was returned to us.I spoke to this customer on 07/28/and she gave me the correct name for the check as well as gave me a correct address to send it toI have updated our system with he new informationAlso, the customer asked me if we had any chest freezer unit in stock and I informed her we would be receiving more inventory soonI am currently working on providing this customer with (3) additional units

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe units were returned to Alamo Refrigeration and a refund check was received on 5/31/We appreciate Alamo Refrigeration's assistance in resolving this matter
Regards,
*** ***

A refund has been issuedCheck #*** for $***

Complaint: ***
I am rejecting this response because:I am so disappointed because I kept saying the unit had a fault setting in it's thermostats and controller. Lid was opened only we need for cookmost of time we do not let lid openedEven if lid is opened it is impossible to get degree. Making degree and beeping was aboperation. I attached video files but it was not uploaded last time, so I converted to gif file to check.Video shows digital controller on back panel, it showed error code Ebut I could not record but I got this video for changing number randomly it beeps tooIt is not a nuance call please understand my situationI said I resolved by myself spending many days.
Regards,
*** ***