Texas Snowman

Customer ( [redacted] ) has failed to pay in full for the machine based on the Sales of Goods agreementOutstanding balance of $10,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

On 04/08/initial deposit was made on machineDelivery schedule was being worked on with the customer and installation team from Texas SnowmanOn 04/21/an email from the customer stating that the plumbing had been done and electrical and concrete would be poured the following week (04/ -05/03/2014)On 05/12/customer stated concrete had been poured and customer was waiting on sewer to be hooked upOn 05/19/customer stated that everything was ready for machines to be installedOn 05/30/invoice was sent for the initial depositCustomer was notified of the delay in the water unit due to manufacturing over runCheck for initial deposit was received on 05/30/ On 06/02/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 padThe electrician and plumber arrived at approximately 10:00am and did not finish the connections for the machine to be turned on until approximately 3pmDuring the setup it was found that the ice maker did not workLater analysis of the issue was found by R&D that the ice maker was damaged during shippingCustomer requested an entire new machine instead of the ice maker replacementThe entire machine was replaced at no additional cost to the customer on 06/11/ and the water machine was deliveredBoth machines (ice and water) were tested and operational before installation team departed On 06/14/customer contacted TAC via email about an issue with an error code on the machineIt was determined on 06/15/that failed authentication from the credit card system was causing sporadic interrupts in the operations On 06/16/customer was notified of what the error was and to unplug the credit card systemOn 06/19/CEO arrived and reloaded code to eliminate the code errorsOn 06/25/TAC received and email from customer stating the machine weight for ice purchases were offIt was determined that the customer had changed settings on the machine to show lbsof ice being dispensed when only lbswas supposed to be dispensedTAC worked with the customer to get resolution to the issue and no further problems were since that time or have been documentedOver 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/and customer was asked to return the unit for replacement (coin mechanism)On 07/11/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 placeCustomer has returned the maintenance agreement documentation as of 07/18/and agreement is being worked on being setupCall 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 answeredCustomer was notified during initial visit by the CEO that the company has policies and procedures setup to address issues and complaintsThe company has an online web tool to open and update TAC cases or established an number for customers to call has been setup specific for supportCustomer 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

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]