Salzman Group, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10791355, and find that this resolution is satisfactory to me. Thank you for your help with this
Regards,
*** ***

Dear Mr. ***,Your machine was just received in yesterday and any time there is a question of workmanship or a defective item our service team has hours to look at the machine and do an assessment on it We have no way of prolonging your wait time due to your complaint or problem
with a machine We appreciate your patience as we have a little longer wait time this time of the year when we are still so busy All of that said we had our head tech look at the machine and determined your problems to be valid and will be contacting you today with a determination Your credit will be processed today but may not show up on your credit card immediately we ask that you give it a couple days as when it shows up is determined by the processing of your specific cardAs always we welcome our customers feedback and appreciate your time.Sincerely,The Customer Service Team

Hello,We are very sorry that you are having any issues with your espresso machine and as our customer it is very important that we take the time to investigate any Revdex.com complaints thoroughly. After reviewing your complaint this is what was found You were called three times from our
number and did not answer these calls - we did finally reach you after we called from our land line with the area code and you talked to a representative After we reached you - you advised that you do not pick up on or numbers. We did extend all Christmas returns to Janand you did not start using your machine until Jan29th, this is what you told our customer service representativeThere was some back and forth as we tried to access the problem with the machine You called on February and talked to a representative on Feb13th The way the phone call was left you were going to let us know if you wanted to return the machine for repair or have the parts sent to you to replace at no cost to you again as the machine is covered under warranty The customer service manager advised the latter, as it is a very simply part to replace and we would send you a video and have a representative walk you through the process to save you the cost of sending the machine back to our facility We did not hear anything from you so an email was sent to you as a reminder to let us know as soon as possible as the ticket that was opened would be closed We would love to help you out with this issue, your machine is under warranty and we will do what it takes to make it whole Unfortunately, your machine is ineligible for a return at this time Please contact *** at ext*** to discuss when a convenient time to set up your repair or a video to have you replace the part or you may email him at ***@wholelattelove.com He will be out of the office until Monat 3/and will be looking for your response.Sincerely,The Customer Service Team

We have come up with an amicable resolution for this customer Please let us know if you need further support, our customer service manager has given this customer his direct extension if any other problems arise or he just needs support making great espresso or coffee. The Customer
Service Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
...of course that have to protect themselves from mistakes but my question is if what they claim and say is true than # what is the reason their technetian have to go true processing how to take the machine top apart and adjust the temperature and other things on this machine I did think they told me and you #### the machine was absolutely new and they have to fine tune it befor to out of the door( sorry I found that hard to believe and on top of that like a bad surgeon leave their dirty rag behind ...for what they told me to do on the phone how to take the machine apart and adjust what they did not adjust They should be really thankful for my engineering background otherwise they could be responsible for any mistakes from regular costumer to be electrocuted (sorry not everyone are capable of this thingsThey should know better!) please tell them Instead staying strong on their mistakes and opinion take a little brake and offer something which make the costumer happy for amount of almost $that is not a little money
I think that is only fair
Regards,
*** ***

This customer had been contacted by our customer service manager and the issue has been resolved .Sincerely The Customer Service Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This complaint was that the machine was not new The machine is a new machine All of our prosumer machines are tested and cleaned before they are shipped out, this encompasses all of our prosumer brands The technician that went above and beyond talking to this customer was ensuring that he knew how to operate the machine and spent a huge amount of time with him on a Saturday As stated the customer was happy with the outcome and the machine is in excellent working condition and is a new machine Per our policies is not eligible for a return.The Customer Service Team

A mutually agreed solution was agreed upon for this issued.The Customer service Team

This customer has been taken care of and is very happy The Customer Service Team

This machine was absolutely not a used machine All of our prosumer machines are tested and prepped before they leave our warehouseThis was explained by our technical manager, he had a long conversation with the customer and even ran through the machine with him to make sure everything was
in working order.The Customer Service Team

Your Gaggia Brera was having issues due to the fact that scale had built up significantly enough to damage the selector valve If we receive a machine that has that much scale built up it voids the warranty So you were charged for the labor to replace the part and the time it took to
analyze what was wrong and have the machine completely cleaned of the scale that again was significant.You should be using this brand; Gaggia descaler every three months on your machine During the research we do not see an order for descaler so have no idea what you are using to make sure your machine is cleaned properly Depending on your water hardness and machine usage this may need to be done every month You were charged fairly $cleaning fee and $for shipping due to the warranty being voided because of the condition of your machine.The Customer Service Team

This customer has been taken care of he should receive an email with his return conditions today The Customer Service Team

The first machine cannot be refunded due to a chargeback on being filed on your account The amount that is refunded will be determined when the chargeback is actually is resolved Once it goes into this mode we cannot issue any type of refundA credit has already been issued for the second machine - again this was mentioned in the first responseEach credit card company will be different in posting the creditMost take 24-hours to show up online.Again we are sorry that this grinder did not work out for you and we feel we did everything we could to accommodate and help you with the issues you were having Our technical support team is one of the best and we do not sell any type of used equipment as new The Customer Service Team

This issue has been resolved.The Customer Service Team

Dear Mr***,We are sorry there was confusion about our Return Policy This is not listed in a sub-set but on the main page there is a link to our FAQ's and lists in very clear terms what our return policy isWe however love to get this kind of feedback and appreciate you contacting us
The Customer Service Team. Please see below. Credits and RefundsWhat will I be refunded?For a standard merchandise return, your refund will be issued less our original cost of shipping the product to you and any fees or charges associated with accepting delivery of the shipment (if applicable) When will my refund be processed?Credits on orders received in complete and good condition by the warehouse will be issued within days of receipt Refunds are processed in the order in which they were received.How will I receive my refund?The balance of a credit will be refunded to the original form of payment(s) used to purchase an order.What If I paid for my order with a Gift Card?The amount paid toward an order’s balance by an eGift Card will be returned to the purchaser in the form of another eGift Card.My order was lost by the shipper, how do I get a refund?Please call Customer Service as soon as possible. If a package is not delivered, UPS can help by performing a search to locate your package

Dear Mr***,We are sorry you are having an issue with your machine, you are covered under extended warranty.Order number and which company: Whole Latte Love, original order *** Date machine was purchased: 10/06/2014What machine: *** ClassicDescription of complaint: On 12/26/15, customer
reported that the machine is leaking from the steam wand.Per out policies you are eligible under our warranty to send your machine in for repair You are responsible for returning the machine to our tech team so they may evaluate what may need to be done to the machine andwhat condition it is in Please make sure you package the machine in the original box if you have it If not something suitable for protecting the machine and make sure you insure it for the full value of the machine - we recommend either UPS or FedEx as they have the most reliable tracking system The first time that you called in to our tech team (early 2014) you were having problems with the panarello wand coming off and this was solved There is nothing noted inour system that you were having any problems with the steam wand leaking until 12/26/ The machine you own is the *** ClassicYou were also offered the choice to purchase the part when you do not have it diagnosed at our location you are responsible for the cost of the part plus shipping Please see the link to be understand our warranty policies You have a one year extended warranty on your *** Classic.https://www.wholelattelove.com/pages/repair-centerIf you have any further questions please feel free to contact us at anytime. The Customer Service Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Todd, one of the owners,
contacted me. When we spoke, he had already read the many emails from me that had been ignored by Customer Service and had credited my account for all my out of pockets. In a separate phone call with me, I found he had also reviewed my entire coffee/equipment purchase history for the last ten years and was ready with suggested espresso for the future. Yesterday he emailed me that samples of the coffees were shipped to us at no charge.
Regards,
Sher Hurlburt

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This latest response provided by The Salzman Group is completely opposite and inconsistent with their previous response which said the damage to the boiler was from scaling. This supports my concern that this company is completely dishonest in their dealings with their customers. The fact that they now admit pitting to the boiler confirms with little doubt it was due to the alkaline cleaner that they erroneously recommended. They refused to return the boiler or send me photos so a factual determination could be made
Furthermore, the extended warranty information they are providing now was not the policy and was not published when I purchased my machine. It is unethical (and probably illegal) to change warranty policy and apply the changes retroactively.
Their attempt to avoid warranty cost by claiming the water in my area might be the cause of the pitting is ridiculous. I am a water quality engineer with extensive experience with metallurgy. An alkaline cleaner such as Urnex Cleancaf with pH above severely damages aluminum causing pitting and corrosion of aluminum. Recommendations to use this cleaner by The Salzman Group to customers with aluminum boilers was negligent and irresponsible. An attorney should file a class action lawsuit against this company for damage to the thousands (?) of customers whose machines were similarly damaged and for changing the terms of the warranty after the customers have relied on a full warranty extension as originally promised
I am providing a copy of the company's original response to me saying the problem was scaling, completely different from the pitting they are now claiming.
From: Whole Latte Love Technical Support
Date:12/03/4:PM (GMT-05:00)
To: xxxxx
Subject: Re: [#***] Question regarding labor charge on Order #***
Hi ***,
The descaler wasn't the reason that the machine wasn't functioning the way it should it was a lack of descaling that caused the issue of the leakingThe boiler regardless of the descaler you used needed to be replacedOn top of that you weren't charged for the parts you were charged for the labor and the return shippingThose are thing you would be responsible for no matter what the condition of the machineSo w wouldn't be able to refund the $after discussing this at length with my manager
Thanks,
***
Whole Latte Love Technical Support
I am also providing a link to a video showing how badly my machine was leaking after using the Cleancaf so other customers of The Salzman Group dba Whole Latte Love can seek relief or a law firm can seek relief since the company will not deal honestly with customers. https://www.***.com/***
Finally, I am providing a link to an instructional video from The Salzman Group/Whole Latte Love viewed by thousands of Gaggia customers showing them how to descale their machine with the incompatible and damaging cleaner. https://www.***Regards,*** ***

Due to the fact that the machine was not opened 11-months after it was purchased a refund can not be givenIt was offered to set up the machine to be shipped back to us under a warranty repairA refund was never offered for this product as it was well passed the day return periodIf you
would like to set up a warranty repair please contact customer service.Thank youThe Customer Service Team