Complaint: [redacted]
I am rejecting this response because:I do not agree with Alamo's argument.I spoke to [redacted] he said if I called more he will charge but he did not send tech to store more than once.As you see the attachment, this is not a nuance call I had actual problem keeping There is no reason call a tech guy to make hassle. because of brand new unit failed to keep temperature and spoiled foods, that's why I ask to check.[redacted] did not say charge for that, only if he sent tech one more time he would charge, so I resolved my myself asking to other people. I do not agree this invoice. Please watch these attachments.
Regards
[redacted]
I
understand your frustration with this situation.Alamo
Refrigeration has been in constant contact with Ice and Refrigeration on this
issue. We are working to try to resolve this issue within the parameters of our
company policy. Please refer to our warranty posted on our website. This unit...
arrived onsite with freight damage. As per our warranty we
do not cover freight damage. Also, as shown in pictures provided by the
customer, the unit has been laid down on its back. This is misuse and abuse of
the equipment as it can cause oil from the compressor to drain potentially
damaging the unit when powered up.. As per our warranty this will void the
warranty on the equipment. Also, the shipping for this product was set up by a
3rd party. Alamo Refrigeration is not held responsible for any
shipping issues on 3rd party shipments. A freight claim must be
filed by the party that set up the shipping. As
mentioned previously, we understand the frustration. As of 11/16/2015 Alamo
Refrigeration, in good faith, has requested a service tech go to the
location to evaluate the unit. Once 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
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 11/16/2015 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 2015 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 4 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, 11/20/2015 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]
Alamo feels we have gone above and beyond to help resolve
the issues the customer is having. We 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 arrival. Technician was on site 11/19/2015 and sent this report to our
service provider: Attached are 9 photos of the cooler. they are as follows1- back right wheel- notice missing paint, panel dented2- front right door, door closed notice dent at door switch3- front of unit. still 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 door. The bottom panels on the right and front of the unit are
damaged. He 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 warranty. It 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 unit. Alamo 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.
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. The units were returned to Alamo Refrigeration and a refund check was received on 5/31/2017. We appreciate Alamo Refrigeration's assistance in resolving this matter.
Regards,
[redacted]
Alamo Refrigeration regrets the issue you had and values your business. When a service issue is reported we work diligently to find a licensed service provider to diagnose the problem and remedy it as soon as possible. We 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 fine. It 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 customer. Our 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
Complaint: [redacted]
I am rejecting this response because: Just received the check yesterday and the amount is not what I requested!
Regards,
[redacted]
As stated in the response, the temp changes without thedoors opening and closing. This will happen and we are not disputing that fact.As I mentioned in the original response this is due to the normal cycle of theunit. When the unit comes on, the condenser fan turns on and begins to move airinto the unit. As the evaporator is around 20 degrees colder than the desiredtemp in the cabinet, the sensor will read colder while the unit is on. Once theunit turns off, the temp in the cabinet will stabilize and the display willread the average temp. This sensor is placed near the evaporator. Please notethat the actual thermostat probe is located in the same area. In this positionit reads a more constant colder temperature then if it were in the cabinet. Ifthis sensor is placed in the cabinet with the product, there becomes a chancethat it can be blocked with product and the unit would run to long withoutturning off and this could create a temperature that is to cold and the productcould freeze. Below is the report from the tech that serviced this equipment:Here is an update for a service call that came in while Iwas away. Both units had the same issue. [redacted]
[redacted] [redacted]Tech found unit to be working properly, but product wasblocking the evaporator and the unit was not getting good air flow to cool theentire case. Tech advised location how to stock their product andconfirmed unit is working fine. As the customer stated, the units are working properly andmaintaining the correct temp. We do not authorize equipment to be altered fromoriginal factory specs as this is the way the factory designed the equipmentand could cause it not to operate correctly. If someone wishes to relocate asensor or alter the equipment in a way that is no longer in line with factoryspec, Alamo Refrigeration cannot be responsible for any issues that may arisedue to these actions. I believe the easiest way to remedy this issue is toplace a small thermometer inside the cabinet. A mercury thermometer will notfluctuate as fast as digital and this may provide the steady reading thecustomer is looking for.Thank you, Alamo Refrigeration, LP
The staff at Alamo Refrigeration regrets the problems this customer is experiencing. We believe all issues have been addressed. The original complaint for the shipping damages was out of our control. The customer has been fully refunded for the refrigeration units that have been returned. As 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 normal procedure for service and repair. If the customer has further issues with any of our product we will continue to follow our warranty guidelines. Alamo Refrigeration stands proudly behind our high quality and innovative commercial refrigeration and freezer cabinets.
Complaint: [redacted]
I am rejecting this response because:You state that the temperature fluctuation happens due to doors opening and closing but I have taken video and photos of the coolers fluctuating between 10 and 40 degrees without the doors opening at all. I have this photo evidence from before the service technician came and after which shows that I was billed for a service call where nothing was repaired or resolved. Thus, stating that "the unit is working properly" is patently false -- unless these units were designed to digitally display temperatures far different than the actual temperature inside the cooler. A faulty sensor or digital temp display that was the sole reason the repair technician was dispatched to repair under warranty -- but did not fix -- is a breach of warranty under state law. If you do not refund me the $[redacted] for the fraudulent repair by the shoddy independent contractor you retained to deal with your warranty issues in my area, I will be pursing legal remedies.
Regards,
[redacted]
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 check. As I said I received a check mailed to wrong address and made out to my nick name. When 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 "[redacted]" 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 2 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!
Our warranty 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.As the technician stated the unit was not malfunctioning and it was operating correctly within the manufacturers parameters. As such, this is deemed a nuisance call and the customer is responsible for payment. The technician mentioned that when he was on site the top lid of the unit was left opened and it is located in a kitchen. These units are meant to have the lids and doors closed when the unit is not in use. This ensures the unit can maintain the correct temperature. If the lids are left open, the cold air will escape and the unit will not maintain temperature. The tech stated he explained this to the customer.Alamo Refrigeration stands behind its product and warranty. We will repair all legitimate warranty issues that occur within the advertised warranty period. As I told the customer, we will dispatch a service tech back to the location to re-evaluate the unit once this bill has been paid. I also told him that if the tech finds nothing wrong with the unit again, that call would also be deemed a nuisance call and he would again receive the bill for the call.Alamo Refrigeration’s warranty, policies and procedures are set in place to ensure fair treatment for all parties involved in all of our transactions. As stated before, we will re dispatch service once this service bill is paid in full. If there is an issue with the unit that is deemed a warranty issue, Alamo Refrigeration will gladly repair, at no cost to the customer, any issues the technician finds.
The customer knew the amout of the refund the first time she received the check when it was addressed to her nickname. As stated in a previous response: The customer has been fully refunded for the refrigeration units that have been returned. As 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).
I apologize for the delay in service this customer has experienced regarding this issue. Alamo Refrigeration did ship a set of lids to the customer and yes they did in fact get damaged in transit by UPS. UPS did not notify Alamo of this until We became concerned after the shipment did not arrive to...
the customer. Alamo then contacted UPS and learned that the lids had in fact been damaged and needed to be replaced. At this time we did not have a replacement set in our inventory to send. As such we ordered a replacement set from our factory. We have had multiple issues with our system however this is not an excuse. It merely prevented us from tracking the shipment from the factory at those times. The replacement lids arrived at our facility on 8/01/2016. They are being shipped to the customer. The customer requested they be expedited however Alamo does not provide this service. We will be more than happy to do this if the customer agrees to pay for the additional charges. As of right now, 3:15PM on 08/02/2016 the replacement lids have been set up for shipment. They have been crated in a wooden crate and have had additional packaging added to ensure safe transit.Again, I apologize for the delay and we will have the replacement lids to the customer as quickly as possible.
Complaint: [redacted]
I am rejecting this response because:
As show in my pictures, the temperature fluctuation is well over the 20 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 $[redacted] 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 normal operation and that he should not have been dispatched at all.
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 3/18/16 with a delivery date of 3/23/16 and not in May of 2016. There were a total of two service issues...
within the warranty period. [redacted], our service technician, spoke with this customer on 11/07/16 about the unit not working properly for the first time. So we do not agree the issue occurred in July of 2016 as stated. The customer “[redacted]” 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 6 months. However, we dispatched a service tech to diagnose the unit and on 11/9/16 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 11/18/16. 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 3/13/17 when he called and stated his unit was not running. Alamo then dispatched service and the unit was diagnosed with a bad evaporator sensor. Alamo 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 3/24/17 for repair. So the part was not available for 7 to 10 days. Then [redacted] called [redacted] on 4/7/17 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 3/18/17. Any further issues would not be covered under the parts and labor warranty. [redacted] again called 5/24/17 requesting warranty service. However, Alamo was unable to dispatch FREE SERVICE due to the fact the unit was out of the 1 year parts and labor warranty. On 6/1/17 [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 6/6/17 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 charge. On 6/12/17 [redacted] 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]Alamo RefrigerationParts & Service Manager[redacted]
To whom it may concern. On 05/26/2017 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 Junction. Carlson Services gave us an ETA of 05/31/2017. However, due...
to the service company schedule, they were not able to complete the call as promised. The location did call us and after many attempts I managed to connect with [redacted] on 06/02/2017. 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 06/05/2017. 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 time. I have also been in contact with [redacted] on 06/02/2017 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 business. We pride ourselves on providing quality customer service at every opportunity. This service call is not an exception. I have given [redacted] as well as [redacted] clear instruction to call me specifically on Monday if this situation is not resolved. I have also let [redacted] know I will be following up myself Monday morning to see this situation through myself. On behalf of Alamo Refrigeration I apologize. I 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.
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:I do not agree with Alamo's argument.I spoke to [redacted] he said if I called more he will charge but he did not send tech to store more than once.As you see the attachment, this is not a nuance call I had actual problem keeping There is no reason call a tech guy to make hassle. because of brand new unit failed to keep temperature and spoiled foods, that's why I ask to check.[redacted] did not say charge for that, only if he sent tech one more time he would charge, so I resolved my myself asking to other people. I do not agree this invoice. Please watch these attachments.
Regards
[redacted]
I
understand your frustration with this situation.Alamo
Refrigeration has been in constant contact with Ice and Refrigeration on this
issue. We are working to try to resolve this issue within the parameters of our
company policy. Please refer to our warranty posted on our website. This unit...
arrived onsite with freight damage. As per our warranty we
do not cover freight damage. Also, as shown in pictures provided by the
customer, the unit has been laid down on its back. This is misuse and abuse of
the equipment as it can cause oil from the compressor to drain potentially
damaging the unit when powered up.. As per our warranty this will void the
warranty on the equipment. Also, the shipping for this product was set up by a
3rd party. Alamo Refrigeration is not held responsible for any
shipping issues on 3rd party shipments. A freight claim must be
filed by the party that set up the shipping. As
mentioned previously, we understand the frustration. As of 11/16/2015 Alamo
Refrigeration, in good faith, has requested a service tech go to the
location to evaluate the unit. Once 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
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 11/16/2015 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 2015 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 4 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, 11/20/2015 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]
Alamo feels we have gone above and beyond to help resolve
the issues the customer is having. We 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 arrival. Technician was on site 11/19/2015 and sent this report to our
service provider: Attached are 9 photos of the cooler. they are as follows1- back right wheel- notice missing paint, panel dented2- front right door, door closed notice dent at door switch3- front of unit. still 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 door. The bottom panels on the right and front of the unit are
damaged. He 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 warranty. It 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 unit. Alamo 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.
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. The units were returned to Alamo Refrigeration and a refund check was received on 5/31/2017. We appreciate Alamo Refrigeration's assistance in resolving this matter.
Regards,
[redacted]
Alamo Refrigeration regrets the issue you had and values your business. When a service issue is reported we work diligently to find a licensed service provider to diagnose the problem and remedy it as soon as possible. We 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 fine. It 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 customer. Our 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
Complaint: [redacted]
I am rejecting this response because: Just received the check yesterday and the amount is not what I requested!
Regards,
[redacted]
As stated in the response, the temp changes without thedoors opening and closing. This will happen and we are not disputing that fact.As I mentioned in the original response this is due to the normal cycle of theunit. When the unit comes on, the condenser fan turns on and begins to move airinto the unit. As the evaporator is around 20 degrees colder than the desiredtemp in the cabinet, the sensor will read colder while the unit is on. Once theunit turns off, the temp in the cabinet will stabilize and the display willread the average temp. This sensor is placed near the evaporator. Please notethat the actual thermostat probe is located in the same area. In this positionit reads a more constant colder temperature then if it were in the cabinet. Ifthis sensor is placed in the cabinet with the product, there becomes a chancethat it can be blocked with product and the unit would run to long withoutturning off and this could create a temperature that is to cold and the productcould freeze. Below is the report from the tech that serviced this equipment:Here is an update for a service call that came in while Iwas away. Both units had the same issue. [redacted]
[redacted] [redacted]Tech found unit to be working properly, but product wasblocking the evaporator and the unit was not getting good air flow to cool theentire case. Tech advised location how to stock their product andconfirmed unit is working fine. As the customer stated, the units are working properly andmaintaining the correct temp. We do not authorize equipment to be altered fromoriginal factory specs as this is the way the factory designed the equipmentand could cause it not to operate correctly. If someone wishes to relocate asensor or alter the equipment in a way that is no longer in line with factoryspec, Alamo Refrigeration cannot be responsible for any issues that may arisedue to these actions. I believe the easiest way to remedy this issue is toplace a small thermometer inside the cabinet. A mercury thermometer will notfluctuate as fast as digital and this may provide the steady reading thecustomer is looking for.Thank you, Alamo Refrigeration, LP
The staff at Alamo Refrigeration regrets the problems this customer is experiencing. We believe all issues have been addressed. The original complaint for the shipping damages was out of our control. The customer has been fully refunded for the refrigeration units that have been returned. As 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 normal procedure for service and repair. If the customer has further issues with any of our product we will continue to follow our warranty guidelines. Alamo Refrigeration stands proudly behind our high quality and innovative commercial refrigeration and freezer cabinets.
A refund has been issued. Check #[redacted] for $[redacted]
Complaint: [redacted]
I am rejecting this response because:You state that the temperature fluctuation happens due to doors opening and closing but I have taken video and photos of the coolers fluctuating between 10 and 40 degrees without the doors opening at all. I have this photo evidence from before the service technician came and after which shows that I was billed for a service call where nothing was repaired or resolved. Thus, stating that "the unit is working properly" is patently false -- unless these units were designed to digitally display temperatures far different than the actual temperature inside the cooler. A faulty sensor or digital temp display that was the sole reason the repair technician was dispatched to repair under warranty -- but did not fix -- is a breach of warranty under state law. If you do not refund me the $[redacted] for the fraudulent repair by the shoddy independent contractor you retained to deal with your warranty issues in my area, I will be pursing legal remedies.
Regards,
[redacted]
Check #[redacted]UPS Tracking: [redacted]
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 check. As I said I received a check mailed to wrong address and made out to my nick name. When 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 "[redacted]" 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 2 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!
Our warranty 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.As the technician stated the unit was not malfunctioning and it was operating correctly within the manufacturers parameters. As such, this is deemed a nuisance call and the customer is responsible for payment. The technician mentioned that when he was on site the top lid of the unit was left opened and it is located in a kitchen. These units are meant to have the lids and doors closed when the unit is not in use. This ensures the unit can maintain the correct temperature. If the lids are left open, the cold air will escape and the unit will not maintain temperature. The tech stated he explained this to the customer.Alamo Refrigeration stands behind its product and warranty. We will repair all legitimate warranty issues that occur within the advertised warranty period. As I told the customer, we will dispatch a service tech back to the location to re-evaluate the unit once this bill has been paid. I also told him that if the tech finds nothing wrong with the unit again, that call would also be deemed a nuisance call and he would again receive the bill for the call.Alamo Refrigeration’s warranty, policies and procedures are set in place to ensure fair treatment for all parties involved in all of our transactions. As stated before, we will re dispatch service once this service bill is paid in full. If there is an issue with the unit that is deemed a warranty issue, Alamo Refrigeration will gladly repair, at no cost to the customer, any issues the technician finds.
The customer knew the amout of the refund the first time she received the check when it was addressed to her nickname. As stated in a previous response: The customer has been fully refunded for the refrigeration units that have been returned. As 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).
I apologize for the delay in service this customer has experienced regarding this issue. Alamo Refrigeration did ship a set of lids to the customer and yes they did in fact get damaged in transit by UPS. UPS did not notify Alamo of this until We became concerned after the shipment did not arrive to...
the customer. Alamo then contacted UPS and learned that the lids had in fact been damaged and needed to be replaced. At this time we did not have a replacement set in our inventory to send. As such we ordered a replacement set from our factory. We have had multiple issues with our system however this is not an excuse. It merely prevented us from tracking the shipment from the factory at those times. The replacement lids arrived at our facility on 8/01/2016. They are being shipped to the customer. The customer requested they be expedited however Alamo does not provide this service. We will be more than happy to do this if the customer agrees to pay for the additional charges. As of right now, 3:15PM on 08/02/2016 the replacement lids have been set up for shipment. They have been crated in a wooden crate and have had additional packaging added to ensure safe transit.Again, I apologize for the delay and we will have the replacement lids to the customer as quickly as possible.
Complaint: [redacted]
I am rejecting this response because:
As show in my pictures, the temperature fluctuation is well over the 20 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 $[redacted] 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 normal operation and that he should not have been dispatched at all.
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 3/18/16 with a delivery date of 3/23/16 and not in May of 2016. There were a total of two service issues...
within the warranty period. [redacted], our service technician, spoke with this customer on 11/07/16 about the unit not working properly for the first time. So we do not agree the issue occurred in July of 2016 as stated. The customer “[redacted]” 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 6 months. However, we dispatched a service tech to diagnose the unit and on 11/9/16 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 11/18/16. 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 3/13/17 when he called and stated his unit was not running. Alamo then dispatched service and the unit was diagnosed with a bad evaporator sensor. Alamo 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 3/24/17 for repair. So the part was not available for 7 to 10 days. Then [redacted] called [redacted] on 4/7/17 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 3/18/17. Any further issues would not be covered under the parts and labor warranty. [redacted] again called 5/24/17 requesting warranty service. However, Alamo was unable to dispatch FREE SERVICE due to the fact the unit was out of the 1 year parts and labor warranty. On 6/1/17 [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 6/6/17 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 charge. On 6/12/17 [redacted] 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]Alamo RefrigerationParts & Service Manager[redacted]
To whom it may concern. On 05/26/2017 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 Junction. Carlson Services gave us an ETA of 05/31/2017. However, due...
to the service company schedule, they were not able to complete the call as promised. The location did call us and after many attempts I managed to connect with [redacted] on 06/02/2017. 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 06/05/2017. 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 time. I have also been in contact with [redacted] on 06/02/2017 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 business. We pride ourselves on providing quality customer service at every opportunity. This service call is not an exception. I have given [redacted] as well as [redacted] clear instruction to call me specifically on Monday if this situation is not resolved. I have also let [redacted] know I will be following up myself Monday morning to see this situation through myself. On behalf of Alamo Refrigeration I apologize. I 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.
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]