Showtime EL Paso

Complaint: [redacted] I am rejecting this response because:There is an enormous un truth to Barry Jr’s responseIt is a complete lie, that the Taylor machine was installed on March 8thThe machine was installed on April 20th, one day before our business openedI have attached a copy of the sales order Barry Jrprovided to me on the day of installation (See hand written note in body of sales order, “Started up both units 4-20-16”- written by Barry Jron April 20th).FURTHER EVIDENCE: We paid a 50% deposit for the machine on March 11th ($3805.16)The machine was paid for in full the day Barry Jrdelivered the machine on April 8th 2016, (CHECK #***, DATED 4/8/2016, $3805.15)The dates of these checks further proves that the Taylor machine (which is under a 6-month warranty) was not in our possession before April 8th therefor could not be installed on March 8th Barry Jrdelivered the machine on April 8th, he also picked up and delivered to our location the Taylor machine which we purchased from a 3rd party The machines were installed on a later date due to the fact that we were not complete in construction, and not ready for opening dayIt was Barry Jrwhom advised me that the machines should be started the evening before opening day, also the day before our health department inspectionThe health inspection was April 21st The business opened Thursday April 21st, The Taylor machine, along with the machine was installed and started up by Barry Jron Wednesday April 20th, 2016.One week into opening our business the hopper on the machine was freezing the product; Barry Jrhimself came back to our store and made an adjustment to the machineTechnician ED also visited momentarily that day, he was on a nearby service callOur complaint of the compressors complete failure for the machine was on the afternoon of Friday, May 20thOn this day the machine was under warranty, (the machine is still under warranty) That day the hopper was not cooling the product and we lost hundreds of dollars due to spoilage, yet ‘Taylor Restaurant Equipment’ made us wait until Monday to receive the service They replaced the compressor the following Monday I learned then that they do not honor warranties on the weekend which in the ice cream industry; most would agree is absurd To this day – there is something wrong with the machine’s hopper – and ‘Taylor Restaurant Equipment’ refuses to honor the warranty‘Taylor Restaurant Equipment’ is completely unethical on many accounts Because of their failure to honor the warranty and their lying about the installation date to protect themselves, we request a full refund for our machine The machine is broken now, and has been broken since installation I suspect deeper fraud within the ‘TRE’ company We also believe it is owed to us that ‘TRE’ reimburse us for the loss of sales during our temporary closure as we install new machines We are aware the machine has no warranty, we did not pay for a warranty on the machine We paid for a 6-month warranty on the machines, the warranty went into effect the day the machine was installed which was April 20th, 2016.We paid for the new motor for the 754, but that motor was faulty ‘Taylor Restaurant Equipment’ agreed that the original ‘new’ motor (which we paid for) was bad, therefor they gave us another one, and we returned to them the bad one Barry Srwas servicing the machine, (in our shop) when he diagnosed the problem, (that we needed a new motor); and therefore should have sold us a jumper in that we could install the motor properly Barry Srfailed to sell us a jumper as he was servicing the machine, he was physically in our shop diagnosing the problem, he physically handed me the motor He was responsible for informing us that we needed a jumper, and he failed, thus we could not install the motor on our first attempt and ultimately had to call ‘TRE’ again for service The ‘TRE’ technician recorded the ‘new’ motor (on another visit after it was properly installed with a jumper); he observed it was installed correctly, but that it was a defective motor He recorded the sound and told us we should get a new motor from ‘TRE’The invoice in question is to be voided due to the fact that the damages were caused by the bad motorMy fraud complaint is another issue entirely - and is why we demand a refund and reimbursementsFRAUD COMPLAINT = We did buy the machine from ‘TRE’ with a 6-month warrantyThe is broken and Taylor refuses to fix it, the machine has been under warranty since installation on April 20th, The machines failure is an ‘on going’ issue that we have had since the first week of business opening(The hopper will not keep temperature)The machine is under warranty, ‘Taylor Restaurant Equipment’ failure not to service the machine is fraud, the lies they are announcing in terms of falsely dating events is criminal Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: [redacted] I am rejecting this response because:We are obviously taking the invoice very seriously, which is why I reported my grievance to the Revdex.com as soon as I received the bill.Our first attempt to install the "new", (but faulty motor) failed because Barry Srfailed to let us know a jumper was neededWe successfully installed the motor after acquiring the necessary jumper.The motor continued to short and run erraticallyOn one occasion the 'Taylor Restaurant Equipment' technician (Ed) recorded the sound of the motor for his service managerAfter I knew the recording had been shared, I called the service manager and we had approval to get a new motorIt was immediately after that call; that the bad motor cause the short which damaged the boardThe technician acknowledged the fact that the bad motor caused the damageAt the time of the recording, the technician observed that their was nothing wrong with the installation of the motor, it was a bad motor.Our grievance with 'TRE' has escalated, in which I now must report a claim of fraud 'Taylor Restaurant Equipment' is refusing to honor a month warranty on the machine we purchased from them, the machine broke days ago.We purchased the machine from 'TRE' on 4/8/The machines was purchased primarily for the month warrantyWe paid 'TRE' $7,for the 338, which included a month warranty.The machine has been breaking continuously since our first week in businessThe ongoing problem is with the machines hopper, the machine is either freezing product or not keeping the product cool enough causing spoilageThe compressor was replaced, although obviously it did not solve the problems We have a month warranty; I learned (after purchasing the machine and to my dissatisfaction) that 'TRE' does not honor warranties if it is the weekendOur machine broke on a Friday afternoon, and we had to wait until Monday to get it fixedDuring the weekend we lost hundreds of dollars in product due to the machines failureAt the time 'TRE' had one qualified service technician, (Ed) Barry Jrhad informed me of the severe situation 'TRE' was in with the lack of qualified techniciansBarry Jrexplained that individuals must train for year before becoming fully qualifiedEd is the only technician at 'TRE' whom has worked there for at least one year We purchased the machine with the understanding that qualified service technicians would be readily available, that is not the case As of yesterday 'TRE' will not come and fix the machine, even though it is under warranty and obviously has a broken part or partsI reported the machine broken and in need of repair on the 28th (days ago)I have attached our sales agreement which states we have a warranty for the machine.I would like a full refund for the 338, 'TRE' is not honoring the agreement of the sale We wish to terminate our relationship with 'TRE 'completely we request they take their machine, and give us our money back, since they will not honor the warranty and fix itIt is still broken and causing us tremendous stressOur business will be closed for up to one week in order for us to install new machines, we request 'TRE' reimburse us for the lost sales Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

To whom it may concern, We did not sell the customer this year old unitIt is a Taylor model Y754-Hwater-cooled soft serve machineThe unit has no parts or labor warranty No acknowledgement has been made that we supplied a faulty motor at the time of delivery or that the logic board damage is our liabilityThe customer misinterpreted a note on the service invoice that states that the technician suspects that motor failure may have resulted in a direct short in the boardThe customer broke a pin on the ribbon cable that attaches to the logic boardThis was the second time we had to perform service because of motor installation issuesIt is likely that the faulty installation caused electrical damage to the motor and board The customer is asking $credit for service invoice # [redacted] We performed this service in the aftermath of their flawed installation of the motor and damage to the boardThere is only speculation that the motor seizure caused the damage to the board and if it had, we did not perform the serviceIn addition, the replacement board and labor would not have been covered if we had installed the motorFor clarification, we honor a labor warranty for services providedOur service would not make us liable for the whole machineWe did not provide any service for the motor replacementWe accept no liability for the resulting travel, service or parts Thank you for your reviewPlease inform the customer that they will need to pay the $balance due immediately Barry L***, Sr.-Partner

Hello [redacted], Barry [redacted], Sr., the owner, has addressed your issue regarding invoice #[redacted]. I am sorry you have experienced service issues on the aged. This unit has no parts warranty because it was purchased elsewhere. This is a risk you took. We discussed these risks in advance of your purchase. There is only your speculation that the motor seizure caused the damage to the board and even if it had, we did not perform the service. Your 29 year old board is not covered just because you purchased a part from us. Your refusal to pay is not logical. It is like holding the seller of a dishwasher you installed improperly responsible for flood damage. We were nice enough to cover the motor. Your installation voided the warranty. Hopefully we can get the manufacturer to cooperate. We accept no liability for the travel, service or parts. Please pay the $693.07 balance due immediately. Your complaints regarding invoice #[redacted] are exaggerated and manipulated. Barry, Sr. did not fail to sell you a jumper. He did not know one was required because he was not performing the service. You failed to mention that after the addition of a jumper we found that the wiring from the motor to the board needed to be fixed. This fix was prior to your #[redacted] service complaint. You fail to mention that Will broke the pin on ribbon cable of the logic board while installing the replacement motor and was trying to service the logic board prior to our arrival of this service. The events you claim to have taken place when our technician was on site actually happened prior to our arrival. Ed, the technician, found the ribbon cable broken and a burn in the board where a short occurred. A motor seizure is not likely to cause a short but miswiring it could, a broken pin on the logic board could, 240 volt power supply could and so could age. The machine we did sell has a 6 month parts warranty not a 6 month all-inclusive warranty. The installation had a 30 day labor warranty to cover potential events that may occur during delivery and installation. This machine has had little usage despite its 12 year age. We expect an 8-10 year performance from this machine. Service costs increase as the machine ages. This was explained to you during our initial sales consultation. I installed this machine March 8, 2016 not April 8, 2016. Since the sale we have replaced the compressor for the mix hopper. The labor warranty expired April 7th, 2016. You contacted us on Friday, May 20th, 2016, 73 days after installation. You claim that the unit has been breaking continuously since the first week of business. There was no issue with this unit a week after installation. You called after hours on a Friday and refused to pay the additional overtime labor. The machine was covered under parts warranty only at that time. The problem was serviced early the next working day, May 23rd, 2016, and travel, service and parts were covered under warranty as scheduled. Both the travel and labor were provided as a customer service free of charge. You recently called us on June 28th, 2016, 36 days after the resolution of service call #1 of the unit we sold. You reported a reoccurring issue with the mix hopper. The machine is currently covered under parts warranty only. Travel and labor are not covered under warranty. It was explained that you have been placed on No Parts/No Service until invoice #[redacted] is paid in full. We are not willing to risk a further debt. We currently employ two fully certified refrigeration technicians. In addition, the owner is also a certified refrigeration technician and currently holds the companies refrigeration license. It was explained to you that the service department is currently understaffed by one and of the two technicians, one is more reliable because he has more experience with the Taylor brand. The other technician is qualified to work on our equipment. His reliability will increase with experience. He will start out on servicing the more simple equipment like the two you have. As he progresses to Taylor’s more difficult product lines he will expand his travels. All of your major service repair have been performed by our more reliable technician, as you know. The technician has always arrived on site within 20 minutes of the scheduled time. You have been made aware that technicians work from call to call and that arrival time is estimated. The response here is outstanding. I do not understand your many complaints on this subject. The technician was required to record his time on his service ticket. We didn’t bill you for the 20 minutes that we arrived early on invoice #[redacted]. Your warranty service issue was unfortunate. We have already provided one billable service call at no charge to help compensate. Please pay the $693.07 balance due immediately. From there we will discuss the payment terms for the repair needed. Parts warranty will apply only if there was a compressor failure. Sincerely, Barry [redacted], Jr.-Customer Service/Sales

Complaint: [redacted]
I am rejecting this response because:There is an enormous un truth to Barry Jr’s response. It is a complete lie, that the 338 Taylor machine was installed on March 8th. The machine was installed on April 20th, one day before our business opened. I have attached a copy of the sales order Barry Jr. provided to me on the day of installation.  (See hand written note in body of sales order, “Started up both units 4-20-16”- written by Barry Jr. on April 20th).FURTHER EVIDENCE: We paid a 50% deposit for the machine on March 11th 2016 ($3805.16). The machine was paid for in full the day Barry Jr. delivered the machine on April 8th 2016, (CHECK #[redacted], DATED 4/8/2016, $3805.15). The dates of these checks further proves that the 338 Taylor machine (which is under a 6-month warranty) was not in our possession before April 8th…therefor could not be installed on March 8th.  Barry Jr. delivered the 338 machine on April 8th, he also picked up and delivered to our location the 754 Taylor machine which we purchased from a 3rd party.  The machines were installed on a later date due to the fact that we were not complete in construction, and not ready for opening day. It was Barry Jr. whom advised me that the machines should be started the evening before opening day, also the day before our health department inspection. The health inspection was April 21st.  The business opened Thursday April 21st, 2016.  The 338 Taylor machine, along with the 754 machine was installed and started up by Barry Jr. on Wednesday April 20th, 2016.One week into opening our business the hopper on the 338 machine was freezing the product; Barry Jr. himself came back to our store and made an adjustment to the machine. Technician ED also visited momentarily that day, he was on a nearby service call. Our complaint of the compressors complete failure for the 338 machine was on the afternoon of Friday, May 20th. On this day the machine was under warranty, (the machine is still under warranty).  That day the hopper was not cooling the product and we lost hundreds of dollars due to spoilage, yet ‘Taylor Restaurant Equipment’ made us wait until Monday to receive the service.  They replaced the compressor the following Monday.  I learned then that they do not honor warranties on the weekend which in the ice cream industry; most would agree is absurd.  To this day – there is something wrong with the 338 machine’s hopper – and ‘Taylor Restaurant Equipment’ refuses to honor the warranty. ‘Taylor Restaurant Equipment’ is completely unethical on many accounts.  Because of their failure to honor the warranty and their lying about the installation date to protect themselves, we request a full refund for our 338 machine.  The machine is broken now, and has been broken since installation.  I suspect deeper fraud within the ‘TRE’ company.  We also believe it is owed to us that ‘TRE’ reimburse us for the loss of sales during our temporary closure as we install new machines.  We are aware the 754 machine has no warranty, we did not pay for a warranty on the 754 machine.  We paid for a 6-month warranty on the 338 machines, the warranty went into effect the day the machine was installed which was April 20th, 2016.We paid for the new motor for the 754, but that motor was faulty.  ‘Taylor Restaurant Equipment’ agreed that the original ‘new’ motor (which we paid for) was bad, therefor they gave us another one, and we returned to them the bad one.  Barry Sr. was servicing the machine, (in our shop) when he diagnosed the problem, (that we needed a new motor); and therefore should have sold us a jumper in that we could install the motor properly.  Barry Sr. failed to sell us a jumper as he was servicing the machine, he was physically in our shop diagnosing the problem, he physically handed me the motor.  He was responsible for informing us that we needed a jumper, and he failed, thus we could not install the motor on our first attempt and ultimately had to call ‘TRE’ again for service.  The ‘TRE’ technician recorded the ‘new’ motor (on another visit after it was properly installed with a jumper); he observed it was installed correctly, but that it was a defective motor.  He recorded the sound and told us we should get a new motor from ‘TRE’. The invoice in question is to be voided due to the fact that the damages were caused by the bad motor. My fraud complaint is another issue entirely -  and is why we demand a refund and reimbursements. FRAUD COMPLAINT = We did buy the 338 machine from ‘TRE’ with a 6-month warranty. The 338 is broken and Taylor refuses to fix it, the machine has been under warranty since installation on April 20th, 2016. The machines failure is an ‘on going’ issue that we have had since the first week of business opening. (The hopper will not keep temperature). The machine is under warranty, ‘Taylor Restaurant Equipment’ failure not to service the machine is fraud, the lies they are announcing in terms of falsely dating events is criminal.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

To whom it may concern,  We did not sell the customer this 29 year old unit. It is a Taylor model Y754-27 H7114532 water-cooled soft serve machine. The unit has no parts or labor warranty.  No acknowledgement has been made that we supplied a faulty motor at the time of delivery or that the...

logic board damage is our liability. The customer misinterpreted a note on the service invoice that states that the technician suspects that motor failure may have resulted in a direct short in the board. The customer broke a pin on the ribbon cable that attaches to the logic board. This was the second time we had to perform service because of motor installation issues. It is likely that the faulty installation caused electrical damage to the motor and board.  The customer is asking $693.07 credit for service invoice #[redacted]. We performed this service in the aftermath of their flawed installation of the motor and damage to the board. There is only speculation that the motor seizure caused the damage to the board and if it had, we did not perform the service. In addition, the replacement board and labor would not have been covered if we had installed the motor. For clarification, we honor a 30 labor warranty for services provided. Our service would not make us liable for the whole machine. We did not provide any service for the motor replacement. We accept no liability for the resulting travel, service or parts.   Thank you for your review. Please inform the customer that they will need to pay the $693.07 balance due immediately.  Barry L[redacted], Sr.-Partner

Complaint: [redacted]
I am rejecting this response because:We are obviously taking the invoice very seriously, which is why I reported my grievance to the Revdex.com as soon as I received the bill.Our first attempt to install the "new", (but faulty motor) failed because Barry Sr. failed to let us know a jumper was needed. We successfully installed the motor after acquiring the necessary jumper.The motor continued to short and run erratically. On one occasion the 'Taylor Restaurant Equipment' technician (Ed) recorded the sound of the motor for his service manager. After I knew the recording had been shared, I called the service manager and we had approval to get a new motor. It was immediately after that call; that the bad motor cause the short which damaged the board. The technician acknowledged the fact that the bad motor caused the damage. At the time of the recording, the technician observed that their was nothing wrong with the installation of the motor, it was a bad motor.Our grievance with 'TRE' has escalated, in which I now must report a claim of fraud.  'Taylor Restaurant Equipment' is refusing to honor a 6 month warranty on the 338 machine we purchased from them, the machine broke 2 days ago.We purchased the 338 machine from 'TRE' on 4/8/2016. The 338 machines was purchased primarily for the 6 month warranty. We paid 'TRE' $7,610.31 for the 338, which included a 6 month warranty.The 338 machine has been breaking continuously since our first week in business. The ongoing problem is with the machines hopper, the machine is either freezing product or not keeping the product cool enough causing spoilage. The compressor was replaced, although obviously it did not solve the problems.  We have a 6 month warranty;  I learned (after purchasing the machine and to my dissatisfaction) that 'TRE' does not honor warranties if it is the weekend. Our 338 machine broke on a Friday afternoon, and we had to wait until Monday to get it fixed. During the weekend we lost hundreds of dollars in product due to the machines failure. At the time 'TRE' had one qualified service technician, (Ed).  Barry Jr. had informed me of the severe situation 'TRE' was in with the lack of qualified technicians. Barry Jr. explained that individuals must train for 1 year before becoming fully qualified. Ed is the only technician at 'TRE' whom has worked there for at least one year.  We purchased the 338 machine with the understanding that qualified service technicians would be readily available, that is not the case.  As of yesterday 'TRE' will not come and fix the 338 machine, even though it is under warranty and obviously has a broken part or parts. I reported the machine broken and in need of repair on the 28th (2 days ago). I have attached our sales agreement which states we have a warranty for the 338 machine.I would like a full refund for the 338, 'TRE' is not honoring the agreement of the sale.  We wish to terminate our relationship with 'TRE 'completely we request they take their 338 machine, and give us our money back, since they will not honor the warranty and fix it. It is still broken and causing us tremendous stress. Our business will be closed for up to one week in order for us to install new machines, we request 'TRE' reimburse us for the lost sales.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]