Vinotemp International

Customer is out of warranty, Customer is requesting something that even under warranty would not be done. We do not go into the home pack and unpack the component. We extended the warranty to replace the component cooler although the first time we did that the cooling unit was not faulty.Customer passed the grace period for this extension. We are not liable for what she is requesting. It is outside the scope of any type of warranty the service she is asking for. No manufacturer would perform this type of service. Uninstalling and re Installation services are not included in warranty repair. Customer would need to package the component, send the component in for service (UPS) and reinstall the component when the unit is returned to the customer. Outside warranty customer would pay for freight and service repair. If the customer simply sent back the unit at the time, she would have a replacement unit at this point.

We are working with the customer now. We will hopefully be able to resolve their complaint. We have made modifications to this model throughout its history to improve the features and look and certain features have changed. The lock is an added feature that covers the lock, instead of how it was...

made before as a lever handle. Product is taking longer than usual as we are in transition of moving factories. No excuse and we apologize for that. We hope to come to an amicable conclusion, we want the customer to be happy.

We apologize for the inconvenience, the shipping companies try to accommodate the customer as best they can.  Standard deliveries are during the week. This is the response from the freight company : Your customer is requesting weekend delivery. We are trying to assist her. She lives approx...

1.5 hour drive from the NY terminal in a residential district by Harlem. Due to the low volume of deliveries in this area, the delivery agent only goes twice a week, otherwise a full truck would be out of rotation for at least 3 hours of the day for this one delivery. If she still needs weekend delivery it is an $80 special for delivery during non business hours. Please let me know if you have any questions.

Customer reported damaged to the door and the back of the unit. [redacted] sent pictures to the carrier and reported the damage. The customer signed the BOL (bill of lading)  free and clear and carrier said claim will be denied since the BOL was signed clear. We note on our paperwork and when we...

email tracking the importance to verify when a product is delivered to check the unit and packaging.  [redacted] emailed the customer yesterday in the morning letting them know since he signed clear then [redacted] couldn't process a replacement but will check what his options were. [redacted] was very responsive and tried working with the customer but the wife was very unpleasant. [redacted] stated that we are still waiting for a response from the carrier to see if there is anything the carrier can do.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company has contacted me and has been easy to reach via email, but they have offered only a small partial refund at this time. I do not like the unit they sent me and I wish to return it for a full refund. Thank you. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The unit was installed per the instructions that were included with it.  Installation modifications were made in accordance with email instructions from VinoTemp representative and still didn't function properly. The unit was bench-tested and did not cool to proper temperature.
Regards,
[redacted]

The customers request for weekend delivery was granted at no additional charge. Customer opted for standard curbside delivery. White glove delivery was not paid for and therefore is not the responsibility of the driver to accommodate her inside delivery request. The unit was delivered with no visible damage indicated. If she has any other questions or concerns regarding the delivery she can call [redacted]

In regards to the complaint filed by Mr. [redacted] we wanted to advise that Vinotemp's customer care dept. has been in communication with both
New Leaf and Mr. [redacted] through this situation. We have...

worked with New Leaf
management to see what kind of resolution we can have for Mr. [redacted]. Vinotemp
has received notice that New Leaf will provide Mr. [redacted] a replacement unit and Mr.
[redacted] has confirmed he has accepted New Leaf’s resolution.

Revdex.com:
I have sent back the unit, but have yet to receive the working unit that Vinotemp agreed to send to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear They are lying. There is no email or correspondence that I have received which stated that the stain was caused by spilled liquid. On the contrary, I have an email stating that they could not conclude what the stain was from. If they have evidence that it was from liquid why didn't they say so in the first place and why have I not received correspondence either written or emailed to the same effect?  Also if the unit was found to be okay why was it replaced and why did their representative Rick and the customer service rep over the phone agree with me?  This company is full of liars and unfortunately I am not in California to take them to court myself. However it seems that I will need to find legal representation in their county and fight for all of my money back. And they will have no evidence to support their claims that they found nothing wrong with my cooling unit or the stain caused by liquid. There is no email unless they fabricate one and no correspondence which has a signature proving that I received it. Without that evidence the burden of proof will be on them to prove they are right as defendants. I wouldn't put it past this company to pour wine oh their sample and say that it was causing the stain. Of course I have pictures and all of the wine bottles from that area which proves that nothing was spilled. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There is a warranty on the cooling unit good for one year. The business has advised me that the time has passed for them to be responsible. There are two units. One they replaced was replaced because of noisy operation , not ambient temperature. And if they say otherwise they are lying. I have emails to prove it. The other one is the one in question. I have emails and texts from their company and their representative in NY wherein we complained about the unit not reaching temperature. And it is more than fluctuation. It is supposed to be 55 degrees Fahrenheit and it goes to 70 degrees farenheit and freezes over on the vents where we have to defrost it. The complaints were within the one year warranteed time frame it's just no one responded. For me to remove the unit, box and ship the cooling unit would cost me more than the unit itself. It would be easier for them to find a local business who could service this unit or ship me a new one. I think I'm entitled to something considering I paid over 12 thousand dollars for these refrigerators and they have not worked normally since the first day. In fact we had nothing but trouble from the first day and I tried to return them but they wanted 10 percent restocking fee. If I list everything that went wrong, it would go like this, late delivery, poor construction, mold on wood, wrong vent on one unit, noisy right sided cooling unit, temperature fluctuations. I think I should get all of my money back and they need an F rating so no one else is forced to suffer like we are. And that is not including the fact that I have collectible wine in the fridge which is getting ruined every day I have to deal with this faulty unit. 
[redacted]

Customer purchased unit 3/2015 but did not install it till 11/2015. Compressor was making a lot of noise. We provided a replacement compressor. It fixed the issue but the the customer complained regarding the noise. He was already out of warranty at that time. We offered to repair customers...

unit for free, customer will need to send it in for service. We do not pay for shipping. That would be the customers responsibility to get the unit to us for repair.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I really don't know when they extended their warranty because our warranty of ONE YEAR ended in July 2015 and the unit was replaced around February. And again if it was functioning normally why did the tech on the phone and their rep in the NY area agree that it was making too much noise?  They just don't want to admit that their company is subpar and their products are awful.  Their reviews are horrendous and when someone, such as myself, complains on [redacted] they get banned from their [redacted] page and blocked. 
Regards,
[redacted]

Customer did not want an exchange, Freight is 3rd party, we are not a delivery company, customer is responsible for the freight.

Customer contacted us on the 5th to troubleshoot with [redacted]. Retrieved serial number and found out it was under parts warranty and that she lived in [redacted] told her that she could either bring the unit here, have a local tech go out and look at it (which we would only cover parts), or we could pick it up from her house for a fee. Customer wanted to have a local tech come out. [redacted] gave her a list of local techs. She did not want to call the people that were recommended due to some bad [redacted] reviews for the appliance company. So [redacted] advised that she bring it in to us and she never replied.

Vinotemp is truly sorry to hear that customer is disappointed in the service received. We try our best to satisfy each customer, but it sounds like we have failed you on this occasion.We do want to note that Vinotemp did try to respond to customers post on Face book but we were...

blocked from responding. We have replaced your cooling unit multiple times and after testing have determined them to be functioning properly. The temperature of each unit fluctuates due to the ambient temperature in customer’s space. We have also sent our representative out to customer location to fix these issues claim to be happening.At this point, Vinotemp is happy to perform any repairs on the cooling system at no charge; however, customer will need to box and send the current cooling unit back to Vinotemp. Once received we will send a replacement unit for you to re install. We asked that customer please advise so that we can prepare a sales order Along with serial number of unit to be returned.           Customer advised us:This option/offer was not acceptable and customer responded, “I guess legal actions will have to be taken”.We believe we have gone above and beyond for this customer. This offer is valid thru the end of month of September. If customer does not accept offer by September 30, 2015 we will consider this issue closed.

In response to the customer, we are extending the warranty and offered to replace the cooling unit in question. Customer is stating we are ignoring or not standing by our warranty.The history with the customer is that they claimed that the wood caused mold and the rack was sent to testing to find that the stain was caused by spilled liquid. We kept the sample in case of any future issues. Vinotemp incurred a large cost that the customer should have been liable for. Then the cooling unit in one cabinet was replaced, tested in the shop to find that the unit was not failing. Customer was told at the time it was functioning correctly. Here we are once more, and offered to replace the cooling unit with A NEW unit and still the customer is not satisfied, there is nothing more we can do, our offer stands, she can send the cooling unit she has to our facility, we will exchange for a new one. We extend this offer till the end of September 2015.