Texas Snowman Inc

Complaint:[redacted]
I am rejecting this response because:The machine has not worked properly since delivery. This machine does not meet the specifications of the machine ordered. It has used parts on it and has had defects since delivery and set up. It was agreed that the machine would function properly before final payment. Machine is now shut down due to electrical short which burned wires in two and ran electric bill up. We did tell them if they determined it was from a power surge or lightning we would turn it into our insurance company but they refused to work. We have a list of malfunctions and our attempts to correct the problems through text messages.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Information is correct up to 6/2/14 that was provided by the business.
Installation team arrived on 6/2/14, 9:30 am and had 3 ice machines loaded on their trailer. They unloaded mine and set on pad, waited for electrician and plumber to finish. Started the ice machine and it would not operate, team started taking parts off the two machines on their trailer and started replacing parts on mine, still would not work. They did not want to load my machine back up and haul to [redacted] to deliver the other machines so I told them to leave it in my shop and to bring a new one to me, they left. Replacement machine was delivered on 6/9/14. 6/10/14 unable to adjust water machine. GSM would not work on ice machine on 6/10/14 installation team forgot to leave Sims card and had to ship it to me. 6/12/14 Ice and water machine had not worked properly to this point, 6/12/14 I asked [redacted] to send a service tech to fix both machines, [redacted] stated that it would cost me $275.00 for a truck roll, $75.00 per hour while on site, he said he would overnight the part, charging a service call on a brand new machine this is not right. He then told me I should have purchased the maintenance agreement (no one told me about it). New machine should work properly. If it doesn't they should send tech to fix it.
6/24/14 CEO Recoded machine, looked at water machine could not fix and didn't know what to do to it.
6/27/14 CEO asked if TAC was taking care of me that was the last word I have heard from the CEO.
6/25/14 Emailed TAC copied CEO no response.
6/26/14 Got response form TAC.
6/28/14 Emailed to TAC no response Request #29
6/28/14 Emailed to TAC no response Request #30
6/28/14 Emailed to TAC no response Request #31
6/28/14 Called 1-###-####-HLP they connected me to a tech in [redacted] named [redacted]
He said he will call back but never did. ###-###-####.
6/30/14 Emailed TAC no response.
I know how to use the online tools and call centers but they
are no good if they don’t reply. I have a water machine that has never worked
and an ice machine that is unreliable, the CEO should send a tech
To fix instead say call support team or just wants to charge
service call to fix. All about money not service.
7/10/14 Ordered replacement bags 7/21/14 still waiting on bags,
but they cashed our check.
On a bright note VP operations tech has been the only one to
help me. Thanks to him.
The bottom line both machines have been here a month ice
machine takes consistent monitoring note
All the emails to VP of operations. The water machine has
never worked, sent in coin mechanism on 7/10/14 today is 7/21/14 still have not
received it. I have text [redacted] to find out where it is, he has not
responded.     Regards [redacted]

On 04/08/2014 initial deposit was made on machine. Delivery
schedule was being worked on with the customer and installation team from Texas
Snowman. On 04/21/2014 an email from the customer stating that the plumbing had
been done and electrical and concrete would be poured the...

following week (04/28
-05/03/2014). On 05/12/2014 customer stated concrete had been poured and
customer was waiting on sewer to be hooked up. On 05/19/2014 customer stated
that everything was ready for machines to be installed. On 05/30/2014 invoice
was sent for the initial deposit. Customer was notified of the delay in the
water unit due to manufacturing over run. Check for initial deposit was
received on 05/30/2014.
On 06/02/2014 the ice vending machine that the customer ordered was delivered.
Installation team (including CEO) arrived on site approximately 9:30am.
Machines were offloaded and placed on customer concrete pad. The electrician
and plumber arrived at approximately 10:00am and did not finish the connections
for the machine to be turned on until approximately 3pm. During the setup it
was found that the ice maker did not work. Later analysis of the issue was
found by R&D that the ice maker was damaged during shipping. Customer
requested an entire new machine instead of the ice maker replacement. The
entire machine was replaced at no additional cost to the customer on 06/11/2014
and the water machine was delivered. Both machines (ice and water) were tested
and operational before installation team departed.
On 06/14/2014 customer contacted TAC via email about an issue with an error
code on the machine. It was determined on 06/15/2014 that failed authentication
from the credit card system was causing sporadic interrupts in the operations.
On 06/16/2014 customer was notified of what the error was and to unplug the
credit card system. On 06/19/2014 CEO arrived and reloaded code to
eliminate the code errors. On 06/25/2014 TAC received and email from customer
stating the machine weight for ice purchases were off. It was determined that
the customer had changed settings on the machine to show 19 lbs. of ice being
dispensed when only 15 lbs. was supposed to be dispensed. TAC worked with the
customer to get resolution to the issue and no further problems were since that
time or have been documented. Over 67 emails were exchanged with service
technicians, engineers, including general questions, specific questions as well
as complaints about the ability to offset weights and measures from the main
motherboard.
Water machine coin mechanism was found to be defective on
06/15/2014 and customer was asked to return the unit for replacement (coin
mechanism). On 07/11/2014 customer returned the coin mechanism and new part is
being sent out for replacement.
It should be noted that no additional invoiced have been
sent for service and support and the level of support for the customer has been
that of a customer that has an active support agreement in place. Customer has
returned the maintenance agreement documentation as of 07/18/2014 and agreement
is being worked on being setup. Call center calls have been returned, online
support desk tickets have been answered and closed as well as individual emails
and texts messages with VP of Operations have been answered. Customer was notified during initial visit by the CEO that
the company has policies and procedures setup to address issues and complaints. The company has an online
web tool to open and update TAC cases or established an 800 number for customers to call has been setup specific
for support. Customer refused to use tools and procedures and continued to attempt to contact the CEO
or VP of sales directly for support issues instead of using proscribed process.
After investigating the complaints filed with the Revdex.com, the company has found no basis for the allegations against
it.

Customer ([redacted]) has failed to pay in full for the machine based on the Sales of Goods agreement. Outstanding balance of $10,800 remains and all service and support has ceased on the machine since transfer of title has not taken place from Texas Snowman to customer until debt is...

paid in full.