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BBB Accredited Business sinceAdditional Locations
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Commercial Restaurant Equipment and Supplies, servicing businesses and individuals.
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A BBB Accredited Business since
BBB has determined that Mission Restaurant Supply meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Mission Restaurant Supply include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Texas Department of Licensing & Regulation
920 Colorado St, Austin TX 78701
Phone Number: (800) 803-9202
Type of Entity
Business ManagementMr. Jack Lewis, CEO Mr. Victor Cortez, Internet Director Mr. Joshua Folan , General Manager Sherry Kruciak, Vice President Ms. Brenda Weil, Vice President of Marketing Andy Wueste, President
Restaurant Equipment & Supplies Bar Manufacturer Caterer Equipment & Supplies General Merchandise - Retail Kitchen Accessories Bar Supplies Ice Making Equipment & Machines Ice Machine Repair Janitors Equipment & Supplies Plumbing Fixtures, Parts, Supplies - Wholesale & Mfg Refrigeration Equipment - Commercial - Sales & Service
Alternate Business NamesSouthwest Texas Equipment Distributors, Inc.
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
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BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
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Additional Phone Numbers
- (210) 354-0690(Phone)
- (800) 319-0690(Phone)
- (361) 289-5255(Phone)
- (800) 694-8734(Phone)
- (800) 399-1705(Phone)
- (512) 389-1705(Phone)
- (210) 293-1461(Phone)
- (210) 293-1460 (Fax)
- (361) 289-6057 (Fax)
- (512) 389-1746 (Fax)
Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: We bought a brand new hot dog machine from mission two weeks ago. Tried to use is would not work called in they said they do not warranty the hot dog machine. That i would need to call the Mfg.I called the service for the Mfg they said they would charge me to look at the machine even if its under warranty. I do not think i should be charged anything.
Desired Settlement: I want mission to replace the machine with a new working hot dog machine and delivered because that is what i paid for.
All of us at Mission Restaurant Supply strive to do all we can to satisfy and service our customers. To my knowledge, this is the first complaint ever lodged with the BBB on Mission Restaurant Supply. Our track record of happy customers in our industry is outstanding.
In this particular situation however, our customer purchased a Star Hotdog Broiler on November 30, 2015. The unit apparently did not work as expected several weeks after its purchase. But, as stated in the Product Warranty Information and attached above, some portable, commercial equipment units require Factory Authorized, qualified repair. Mission Restaurant Supply does not repair or service this particular piece of equipment unfortunately and it must be taken to the local Authorized Service Agent. In San Antonio, our local Authorized Service Agent is Commercial Kitchen Repair.
When our customer called about the issue with his broiler, the warranty process was explained to him and he was given the phone number and the address of Commercial Kitchen Repair. Our customer was apparently not happy about the procedure required to have his broiler repaired even after it was made clear that Mission is not authorized to do the service work on his broiler. All of our commercial cooking equipment warranty is handled in the same way. We do our very best to educate our customers on commercial kitchen equipment at the time of purchase.
Additionally, I personally called Commercial Kitchen Repair today to find out if our customer had the unit repaired. A record of our customer calling Commercial Kitchen Repair is on file and dated January 6, 2015 but the unit was not repaired by them, apparently our customer repaired the unit himself. We believe that everything we could have done to help our customer get his unit fixed, was done.
Problems with Product/Service
Read Complaint Details
Complaint: NEW Freezer Which came damaged two times. They will not allow us to return this unit because the delivery driver who was blocking traffic on ***** **** ** at high traffic time 5:30 pm. He would not stay to let us inspect the unit and now the company Mission Restaurant will not take the unit back.********* paid $1524.00 $$1,524$1,524.00.00 ?Order Number: ****** Date Ordered: 05/14/2014 11:23:03 CDT
Desired Settlement: Replacement or Credit for damaged unit
This is the information regarding the complaint filed by **** ******.
When an order is shipped from one of our factories directly to the customer, the customer is responsible for inspection of equipment for damages with it arrives. When there is damage, the customer is instructed to contact the freight company to file a claim. If the unit arrives with visible damage, it’s the customer’s option to refuse the delivery or accept it knowing there is damage. We instruct customers to always refuse damaged shipments. The customer has to make contact with the freight company and file the claim within 15 days after accepting delivery. Our shipping policy and guidelines are listed on our website. We contacted the factory shipping the freezer to get more specifics of this order. See the response below.
The history of the shipment is as follows:
5/19/14 – shipped unit which was refused due to freight damage.
5/27/14 – reshipped the order
5/29/14 – attempted delivery but customer was not there
6/2/14 – attempted delivery but customer refused delivery because they did not have a lift-gate.
6/3/14 – attempted to make delivery appointment but customer could not be reached.
6/4/14 – delivery appointment was made for 6/5 between 12:00 – 18:00.
6/5/14 – delivery was made and signed for in good condition by **** at 17:39. NEMF PRO #********.
**** ***** was sent an email on June 6, 2014, from **** stating that the unit had damage. **** notified **** that she had to make contact with the freight company and file the claim within 15 days after accepting delivery. Our shipping policy and guidelines are listed on our website, and the damage policy was sent to ****, with After 5 Gifts on June 6, 2014. At that point, it was our understanding that the customer would contact the freight company that made the delivery to file a claim for the damages.
Our goal is to provide excellent customer service to all customers purchasing any products from our company. I’ve copied **** *****, the sales representative who sold this freezer, and our ******** ******** ****** ******. If additional follow up is required, we will respond right away.
|8/20/2013||Problems with Product/Service|
|8/13/2013||Problems with Product/Service|