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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Elite Restaurant Equipment 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 lowered the rating for Elite Restaurant Equipment include:

  • 34 complaint(s) filed against business

Factors that raised the rating for Elite Restaurant Equipment include:

  • Length of time business has been operating
  • Response to 34 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

34 complaints closed with BBB in last 3 years | 9 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 1
Delivery Issues 7
Guarantee/Warranty Issues 1
Problems with Product/Service 20
Total Closed Complaints 34

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Elite Restaurant Equipment
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: September 02, 2010 Business started: 10/20/2011 in NY Business incorporated 09/08/2011 in NY
Type of Entity

Sole Proprietorship

Business Management
Mr. Marcel Bluvstein, President
Contact Information
Principal: Mr. Marcel Bluvstein, President
Business Category

RESTAURANT EQUIPMENT & SUPPLIES


Additional Locations

  • 153 21st Street 2nd Floor

    Brooklyn, NY 11232

  • 615 DeGraw Street

    Brooklyn, NY 11217 (888) 886-7279

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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.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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.

Complaint Detail(s)

12/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased 3 brand new units (deli case, refrigerator unit, and a freezer). We have had problems with the freezer from day 1. The unit smelled like vinagar when we first opened it (leading up to believing it was used). They told us upon purchase that it would be plug in ready--we had to hire an electrician for the outlet. It would not keep a frozen temperature so they had to replace the thermostat--if it was new why does it look used--we have pictures of old part. Upon fixing that buckets of water came out of the top. It is not even attached. Trying to get someone here for 2 weeks to fix it and today they told me they no longer take my case. We have a broken freezer and no where to put our product. We would like to see something resolved.

Desired Settlement: Would like fixed, refund or something. We are loosing business because of this. We need somewhere to put our product.

Business Response: We do not sell anything used, all of this customers items were ordered directly from the manufacture, one of the items was a freezer, the freezer has a plug just like all the other freezers we sell, there was nothing wrong with it, the customer just did not have an outlet to hold the voltage of the freezer, that is no fault of Elite Restaurant Equipment when purchasing items for a restaurant you should know what is required in your store, if the customer changed the plug and the voltage that was her choice (changing the voltage will affect the performance of the freezer). This customer called us many times stating that the freezer does not go to the degrees that she wants, we sent a local tech to her location, the tech thought it might be the fan motor so he changed that, the second time she called us the tech changed the temp control. This customer stated that she purchase a new freezer and she does not want this one, we cannot accept returns on items that were altered from the manufactures original set up, meaning that since she changed the plug to a different voltage and style and since she used the freezer for a few months, the manufacture will not take the freezer back. This customer called us everyday, the repair tech went to her location a few times and could not find anything wrong. The last couple times the tech stated that someone unscrewed the top piece inside the freezer, as per the repair tech someone keeps tampering with the freezer because everytime he goes to her location there is something new for him to do. Elite Restaurant Equipment tried working with this customer, the last time we spoke to this customer she stated that she was going to sue us and she hung up on the representative. The warrant is offered by the manufacture who is Leader Refrigeration.
Elite Restaurant Equipment does not make or manufacture anything, we were only trying to be the middleman between the Manufacture and the customer only because we are resellers and we sold it to her. If this customer needs further assistance she can call leader directly. ###-###-####

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

We have not heard anything from the busines. Still waiting on a settlement for damages also. We bought and paid cash and when there is problems, you are on your own. We did not change anything on the equipment. ]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

Brenda Kowalczyk




 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 This is proof that the business told us it was 115 V from the beginning and they even said it in the last response but the plug and this information on the unit says otherwise. I have a unit that is not working and ruins my product (which I have not went after them for the amount of loss on that). I am not satisfied with the business and just needed one more day to respond. The business took over a month to respond with the last response. Can someone please get back with me? Elite has taken me for thousands of dollars. Had it been an individual they would have been in jail. 

*See attachment*

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *********




 

Business Response: You are correct the plug is 115 volts. It is impossible for your plug to be anything else. The Manufacture Leader who we purchased from only make the PF54SC Freezers with a 115 volts. The plugs are shaped differently but the volts are still 115. It does not matter how the plug is shaped. If you were told by a rep that the plug is a different volt you were told that in error, but your item is 115 volts, just as is it shows on the website. The damages are very minor, the damages are not worth the amount you are asking for, the dents are very tiny. You were the one who stated that you would keep the unit for money back, the claim was submitted to insurance with your request to keep as is for money back, you were also told upfront that we cannot guess how much they will offer you and you cannot change your decision after the claim is submitted, we never promised $1500.00. Insurance has approved $450.00 for a refund based on the cost of the dents, to repair the dents does not cost much, but you did not ask for a claim to be submitted for repairs, you asked for a claim to be submitted for money. The refund does not come from us, it comes from the insurance company. It is way too late to change the reason for claim. There is a short time limit to accept a claim offer if the amount is not accepted insurance will throw out the claim, so we are not even sure if you still qualify to get the $450.00.

11/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A Prep Fridge was sold to the restaurant attached to the property. The prep fridge was sold with free shipping. The order confirmation received shows the address and on the very next column "Free Shipping - Free". When the fridge was about to be shipped a phone call was received looking for an additional $650 for shipping. This item had been sold to the customer that shipping was free. Elite Restaurant Equipment refused to honor the free shipping they had promised. Therefore the decision was made to cancel the order. Elite Restaurant Equipment then charged the customer a 10% cancelation fee. *I have all the paper work indicating free shipping. If there anywhere I can send it?

Desired Settlement: Elite Restaurant Equipment should realistically have honored their free shipping. However, at this point we are looking for the 10% cancelation to be reversed. This is the most disturbing customer service and disgusting business practice I have ever encountered.

Business Response:

We do offer free STANDARD shipping but as per our policies, additional shipping accessories are an additional fee. If an item has to be freighted or the freight company requires special handling that fee will be charged to the customer. In this case the freight company informed us of a remote destination fee, we did reach out to the customer to inform her of the additional shipping accessorie, she chose to cancel and as per our policies all cancelled orders are subject to a 10% cancellation fee.  See attached Link to company policies.

 

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Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Please find the attached document. 

At the end of the day Elite Restaurant Systems can hide behind any terms and conditions they may have written in fine print (if they even exist in the first place).

The way I see it is simple.

They sold a product with part of their sales pitch being free shipping.  They write under "shipping method" "Free shipping - Free.  THEY WRITE FREE TWICE RIGHT BESIDE THE ADDRESS IT IS BEING SHIPPED TO.

Later they tell the restaurant it will not be free, rather than honouring their quote.  Worst of all they refuse a 100% refund, instead they leave the client held hostage to incur a fee by either keeping 10% of her money or charging $650 USD is shipping.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: We do offer free STANDARD shipping but as per our policies, additional shipping accessories are an additional fee. If an item has to be freighted or the freight company requires special handling that fee will be charged to the customer. In this case the freight company informed us of a remote destination fee, we did reach out to the customer to inform her of the additional shipping accessorie, she chose to cancel and as per our policies all cancelled orders are subject to a 10% cancellation fee.  We will not refund the cancellation fee it goes against our policies. See attached Link to company policies.

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11/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a Universal fruit Juicer- Model C2 Item GRS-C3 inludinf 13.63 shipping, I paid $50.49 Item was received in a broken box, wound with mountains of cellophane. No paperwork included. Broken interior box. Item was wobbly - unable to sit flat on counter- unable to use properly. Spent one month going back and forth- sending three videos and photos of damaged item. Told me to return the item for a refund. My cost to ship. I said no and asked for a pre-paid shipping label to which they said no. So her it sits on a counter unable to be used and I refused to pay for the return of a broken piece of equipment they sent. I do not want to pay the shipping back as it is pretty heavy. What is their problem??

Desired Settlement: I don't need the item- I can donate it if that helpd. I just want my money back! I have never in my life dealt with a more uncunsumer friendly company. They are so difficult. Most companies are happy to help. No Elite Restaurant Equipment Co.! I want my money back.

Business Response: We requested that the customer return the item and we will refund her in full. The item was returned today, we have refunded her in full. It takes a couple days to clear back into her account.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
***** ********



 

10/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i ordered a three bay sink and it came damaged in 5 different areas ,and this is going on a brand new food truck and is unacceptable i will be glad to show you pics . the delivery was a week late also

Desired Settlement: I want to send it back on your charge, this puts me two to three weeks behind on this build . i just want my money back. please call me thanks *****

Business Response: There is nothing we can do for this customer, before shipping the sink we sent them freight instructions, asking them to inspect and unpackage the item before signing for it, because when signing for a freight shipment it clearly reads on your signature line "RECEIVED IN GOOD CONDITION". This customer did not refuse the item and they did not notate any damages on the receipt, they signed for it in the section that says received in good condition, we have no proof of what happened to the item after they received it in good condition. Please see attached Proof of Delivery Receipt with customers signature, and the freight instructions that was emailed to the customer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

my wife recived the package not knowing she needed to open it up and refuse it, and was pressured to sign for it so the truck driver could leave

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

i tried to send it back to them at my expense, and they still refused to do it, very unprofessional   i will never use them or recommend them 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: There is nothing we can do for this customer, before shipping the sink we sent them freight instructions, asking them to inspect and unpackage the item before signing for it, because when signing for a freight shipment it clearly reads on your signature line "RECEIVED IN GOOD CONDITION". This customer did not refuse the item and they did not notate any damages on the receipt, they signed for it in the section that says received in good condition, we have no proof of what happened to the item after they received it in good condition. Please see attached Proof of Delivery Receipt with customers signature, and the freight instructions that was emailed to the customer. The customer did not follow the freight instructions. See link to company policies.

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9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My company ordered a 3 compartment sink from Elite Restaurant Equipment. Their website said that the product was in stock and would ship within 1-2 business days. Our product took 10 days to ship! When we finally received our product, it was damaged, dented and unacceptable. My CEO called Elite Restaurant Equipment about the issue. They were extremely unaccommodating and rude! We will NEVER order another product from them!

Desired Settlement: We are seeking a refund and are returning the sink. They didn't seem concerned that our sink was damaged. They considered it "minor cosmetic damage". I didn't order a damaged sink, i ordered a new one. They are asking that we pay for shipping in order to get a new sink. We shouldn't have to have this issue so we would like to just return everything and get a full refund. 

Business Response: The customer received and signed for the sink they did not refuse it and did not notate that it was damaged, the photos show scuffs on the protective film, there were no dents. The customer already agreed to return the sink to us she will be responsible for shipping and also a 25% restock fee, she is not happy about it, but she agreed, this was already resolved with the customer. See below.

See below email sent to customer:



Hello,After looking into your order I do see that someone had already spoken to my manager, Larry, about the situation with this sink. If you would like to return the product, you would be responsible to ship it back to us, and when we received it you would be refunded minus a 25% restocking fee and the original shipping cost as per company policy. Below is the address you would return the sink to:Elite Restaurant Equipment ATTN: RETURNS #******** ***** ************ *** **** *****. If you decide to ship it back, please provide us with the tracking number so we can confirm the delivery when it arrives. . 
Best Regards,


See below customers reply:

** **** ** ******** *** ******* **** **** ** **** ************* ** **** ** ****** ********** **** *** ** ***** ******** ***** *** ********** ******* *** ** ****** ******** ****** *** *** ***** ************ ** *** ****** ** ****** **** ********* ******** **********



8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Universal refrigerated buffet unit with sneezeguard from this company. The website said the item was in stock and would be shipped in 3-4 days. Approximately 2 1/2 weeks later I called to inquire about delivery and was told I would receive a call back within the hour, I never received a call. I called back after the weekend and was informed by the gentleman handling the call that a pane of glass was received cracked and they expected the replacement part at the end of the week and my unit should ship early the following week. When my unit arrived the following week on May ** (with packaging intact and no signs of damage) and was unpacked I noted damage to all 4 corners of the sneezeguard that looked as if an attempt was made to weld/buff some sort of damage out. In addition it had a cord extending from the rails supporting the sneezeguard with no plug and was missing brackets for the shelf. I contacted the company via telephone and informed them of my challenge. They told me the cord had to be hardwired by my electrician (not noted anywhere on the items web page and unusual for an item that plugs into a standard outlet)They asked me to send pictures and they would let me know what they could do about the damage to the corners. I took a multitude of pictures and emailed them to the company. They responded via email saying the unit was not damaged and that it would buff out with stainless steel polish. I responded explaining that perhaps the pictures did not do it justice and that polishing would not fix the problem. I also explained that having been in the culinary field an extensive number of years I was aware of what was "normal" for new equipment and this was not it. They returned my email, again informing me that there was not a problem with my unit and claiming it was brand new, and as received, from the manufacturer and had not been fixed. I then telephoned and asked to speak to the person I had been corresponding with via email. I explained that I was unhappy with the product and that in addition to believing I had received a damaged and repaired unit it did not look like the picture presented on their website. The sneezeguard was attached separately and nowhere did they represent that a unit that plugs in to the wall would have a cord extending from the top that would have to be hardwired just for the light in the sneezeguard. I asked what we could do to rectify this situation and I was quoted their standard policy which is I would pay for return shipping, the original shipping and a 25% restocking fee. They also explained that the unit I purchased did not have to look like the picture I used to purchase it, it merely had to fit the written description. I explained that I felt something else needed to be done as I was trying to fix a situation involving a damaged unit, not just returning something I did not want. She then reiterated that they did not repair anything on the unit that it looked like that straight from the manufacturer and she had no idea why someone would tell me my shipping had been delayed because my item had been damaged and was waiting for parts. She went on to say that the only assembling they do is attaching the sneezeguard to the base unit. After her vehement denials that they touched this equipment at all, or that anything was wrong with it I decided that they were not going to work with me and ended the call politely.

Desired Settlement: I would like a replacement unit that is not damaged.

Business Response: All items are ordered directly from that manufactures and are Brand New, Elite Restaurant is an office, WE DO NOT have a repair service, WE DO NOT fix anything, weld anything or stock anything. This is clearly some kind of made up story, we will never accept anything damaged from anyone, we inspect the items thoroughly before they ship. All Universal Electric Steam Tables are Hardwired it says so on our website it has said so for years. All the customer has to do is read the descriptions and the quick overview. This customers item is not damaged she is complaining about the weld on the table, this is how all of them are made they have welds that show. There is nothing wrong with her table and she should have read the overview before purchase there are other manufactures with other Brands that sell their tables already wired but this is the table that this customer chose. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 The unit is, in fact, damaged. I have had several people look at it (Heads of our organization as well as other food service professionals) and they have all come to the same conclusion. In addition I WAS told when I called that the item was awaiting parts because it was damaged. I was also told later by Crystal C********** upon questioning why someone would give me that information if it were untrue, that the ONLY thing they do to these particular items is attach the sneezeguard to the base unit. Meaning that they do work on them. In addition, while my primary complaint is not with the hardwiring, I printed the product description page when making my purchase (because I have to keep track of these purchases for our grant providers) and nowhere does it even infer that half the unit will plug in and the other half will have to be hardwired.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

First of all, emails exchanged with your company reference warehouses and distribution centers so you are obviously not "just an office" as you keep claiming. In addition, I would like to know why, if your site said my item was in stock and would ship in 3-4 days, it didn't ship for almost a month and why I did not receive an invoice for this item until 5 weeks after I received it. I would appreciate seeing the documentation showing when you ordered and received the salad bar from the manufacturer as well as the documentation showing who inspected this item and when, as well as any information concerning a return to the manufacturer. Finally, It DOES NOT state anywhere on your website that I will need to have this unit hardwired onsite when received. And once again, I have pictures, I have had this unit looked at, it is damaged.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Business Response: All items are ordered directly from that manufactures and are Brand New, Elite Restaurant is an office, WE DO NOT have a repair service, WE DO NOT fix anything, weld anything or stock anything. This is clearly some kind of made up story, we will never accept anything damaged from anyone, we inspect the items thoroughly before they ship. All Universal Electric Steam Tables are Hardwired it says so on our website it has said so for years. All the customer has to do is read the descriptions and the quick overview. This customers item is not damaged she is complaining about the weld on the table, this is how all of them are made they have welds that show. There is nothing wrong with her table and she should have read the overview before purchase there are other manufactures with other Brands that sell their tables already wired but this is the table that this customer chose. The tables are not damaged.

Please see attached Proof of Delivery, customer signed for item in good order and she did not notate any damages. (THE ITEM IS NOT DAMAGED)
See attached photos sent to us from the customer the item is not damaged and it clearly shows the plug the customer keeps saying is missing.
Please see attached manufacturer's invoice, proving item was brand new, feel free to call the manufacture ###-###-####

See link to the policies on our website.

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8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a deli case cooler 72" by 45" and they sent me a different size, 70" by 43". Also, the cooler doesn't consist of a model or serial number so it does not follow ********'s law requirement. When I complained about it, they say that's how it's supposed to be; I asked to return it and they want me to be charged a delivery fee, I should not be paying that fee for their mistake. I believe that the company is scamming me, with their un-agreed sizes, no model number, serial number, and without the cooperation I should get as a customer making a big purchase.

Desired Settlement: I want either a full refund, or an exchange to the correct order at the size that I ordered it (72" by 45") and I want a serial and model number on it.

Business Response: Tell us why here...This customer received exactly what he ordered, since he received the item he has been trying to extort us for money, first he contacted us and said that the item was damaged and he wants a credit of money back and he will keep the item, we checked the delivery receipt and he signed for it as received in good order, we asked for photos, the photos he sent shows no damages. The customer apologized then contacted us the following day, he said he received stainless steel and he ordered a wooden deli case, Elite Restaurant Equipment does not sell wooden Deli cases, there is no place on our website that says we sell wooden Deli Cases. We told the customer to check his invoice, to check our website and read the description, it clearly says stainless steel. The customer then stated that he wanted a wooden deli case and he wants to return the item but if we give him some money back he will keep the item. We explained that we sent him exactly what he ordered and we are not giving any kind of credit or money back, if he wants to return the item there is a 25% restocking and he will be responsible for the shipping cost both ways. Customer got upset and hung up on us. This customer called again the following monday July **** 2015, he stated that the item is 1/2" shorter than what he ordered, the deli case he ordered is 72" he stated that he received 71 1/2 inches. We told him that this is impossible, these units are not made in a factory they are man made, he asked us for the serial# we told him that it is on the compressor and he found it, he also sent us a photo of the end of the unit with the measuring tape showing 71" we can only see the number at the end of the unit where he took a close up shot of the number, that is all we see. This customer has been trying to find reasons to get money back from the start. There is no need for him to constantly make up issues every day, he changed the reason for not wanting the unit 3 times. If he does not want or like the unit, all he has to do is ship it back to us, when it is returned, we will refund him minus applicable fees.

7/7/2015 Advertising/Sales Issues
6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April **, 2015 I purchased for my business ******* *******, 2 refrigerated cases totaling more than $7000. May **, 2015, ********** Freight arrived without notice to my business to deliver both cases. I paid an additional fee for my cases to be unloaded from truck. Driver did not bring help & asked if we could help. We did not have any employee strong enough to help so I had to call my husband to send over an employee from his business. Driver was very inpatient about having to wait & it was raining very hard outside. Once help arrived, cases were off loaded from truck. I was with a customer so driver took a receipt to one of my employees to sign & than left our business. Once we unwrapped the cases we noticed sever damage to the bakery case & minimal damage to the deli case. I immediately took photos of the damage & contacted **** at Elite. He was out for the day so I sent him an email requesting him to call me. The following Monday, I had not heard back from Elite regarding my problem so I called & spoke to ****. He told me that Elite sent me an email noting that the equipment must be inspected prior to driver leaving. Not only do I not have an email, the driver took off before equipment could be unwrapped. The damage appears to be that something very heavy was placed on top of the pallets because the larger bakery case looks buckled. **** referred me to call the claims department & speak to *******. Not only was ******* not interested in resolving my issues, she was extremely rude. Other than filing a law suit against this despicable company, I am prepared to turn to social media to share Elite's lack of customer service.

Desired Settlement: Pick up damaged equipment & redeliver new equipment that is not damaged.

Business Response: This customers items were shipped with a freight company and she signed for her shipment on the line that says received in good order. Elite Restaurant Equipment emails all of our customers instructions for receiving freight, the instructions clearly says DO NOT SIGN FOR ANYTHING BEFORE OPENING THE PACKAGING AND INSPECTING YOUR ITEMS. Freight items are large and sometimes cost over $1000.00 just for standard shipping. We hire third party freight companies they are not affiliated with us in anyway so sometime they are not too careful with items, this is why we ask all customers through email to fully uncrate and inspect items before they sign and if it is damaged they should refuse the items so they are returned for free, because once they sign, they are swearing that the items are in excellent condition so the freight company takes no responsibility for any damages or shipping cost. Elite Restaurant Equipment does not charge our customers for freight shipping we only charge for liftgate meaning the drive will put the item on the lift on the back of the truck and lower it, there is a $99.99 charge for liftgate useage and that is paid to the freight company. The driver will not help the customer with moving the item anywhere unless it is paid for in advance, and they will not notify the customer in advance unless it is paid for, this is how freight companies operate. This customer did not pay for anything besides liftgate, she DID NOT PAY for curb deliver, she DID NOT PAY for inside delivery and she DID NOT PAY FOR parking lot delivery, and she DID NOT PAY for Notify Prior delivery, she only paid for liftgate. Elite Restaurant Equipment provided all services the customer paid for, there is no proof that the freight company damaged the items, after the customers signature swore that she received this in good order she and her helpers moved the items inside on their own, at that point anything could have happened. Elite Restaurant Equipment will not take responsibility for this customers mistakes as far as we know she received this in good order. This customer also emailed us photos and it seems that the protective film is the only thing scratched, the protective film peels off, all the with parts on the items are protective film and they peel off.

4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally ordered a refrigerator cooler from them, which they didn't have in stock so they called me and asked if they could send me a different one that was in stock. We agreed. When we got this refrigerator 2 weeks later it is the noisiest refrig and is sweating so bad all around it on the outside the water is pooling up in the floor. I moved it to another building and swapped refrigerators so I would not have to hear all the noise. it is still dripping water in the floor and the temperature is not holding but 46 degrees inside. I called them and they wanted us to trouble shoot it and by unplugging it or moving it 10 inches from the wall, we did all this have had no change. I asked them could I pay the shipping and return it , they said they would either send someone to repair it or if I sent it back I would have to pay 25% restocking fee and freight both ways. That would make me be loosing almost 1200.00 on a defective cooler that I only had 9 days. I told them I thought that was wrong way to do business and I didn't want to have to call a repair person on a new item. I do have pictures and sent them to them also to show all the condensation and water. My dates might not be exact but are very close.

Desired Settlement: I would be willing to loose freight but 25% restocking fee I was not willing to do.

Business Response: This Refrigerator was shipped from New York to the customers location in Missouri, it is simply something minor that was shaken up during transport and needs to put back in place, thats why we offer a 1 year warranty on parts and labor on refrigerated items, this is not a small box that can be shipped back and forth. This refrigerator weighs over 300 lbs. If the customer moved it from her home to another location that could have also contributed to the problem. This customer contacted us they wanted to switch this item for another item, we explained the fees and they backed out. The customer says that the refrigerator is condensation around the doors, and issues like this are covered under the warranty, we could have simply had the manufacture get a local tech to service the equipment. The customer wants to return the item so she is responsible to ship the item back, once the item is returned we will refund her minus the original shipping cost and minus a 25% restocking fee, the manufacture charges us 30%, we do not stock or keep items in our office so the item has to go back to the manufacture. Please see attached link to our policies, they are on the website.

******************************************************

3/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a cabinet in July 3014. It was finally delivered in September 2014 after several inquiry calls. It was damaged due to a corner of the cabinet where it latches had the soldering undone and all other soldering was sloppy so panel is loose. They said they would have it fixed in lieu of replacing it, then said no I have to fix it so I asked for an exchange, they said no that they would give me $72 and that's it. I asked for an exchange and said that was not acceptable. All I want is an exchange for a damaged cabinet! They have gone round and round saying they are looking into it for months! Now they are ignoring me. I feel I am entitled to an exchange. I have months of emails that I can send if needed. My contact there is **** *** or ***** ***** ***** ******* at ###-###-####. Their main number is ###-###-####. Please help me to get it exchanged. It has been months and they refuse to assist me.

Desired Settlement: Just want the damaged cabinet exchanged. Not sure why the are giving me the run around. I have sent pictures, emails galore, they say they will get back time and they are ignoring me. My patience has run out an I do not feel I am asking for anything unreasonable. I finally said I would accept a 25% discount for all this trouble or just the exchange please. They said 10% and I said no, that was not acceptable so please just exchange it. And they just won't follow through with my request! I should not have to keep a damaged item. This has been going on for 6 months! Please help! Thank you! ****** *****

Business Response: This customer did purchase a cabinet from us, we ordered directly from the manufacture, the customer did receive the item. The item the customer ordered is a storage cabinet, this is a commercial grade/quality, storage cabinet, restaurants usually use this item for prepping and storing items in a busy heavy duty commercial kitchen. Since the cabinets are commercial grade they are not polished/ finished and the welds do show, this is fully stainless steel. This customer was fully aware that she ordered a commercial item, we do not sell items for homes or showrooms. The name of our company is Elite Restaurant Equipment, meaning that we only sell restaurant equipment. It seems that this customer was looking for a showroom piece. At this point it has been 8 months, we cannot do anything for her at all. She has not contacted us for some months, now she is back to emailing us, our ******* even offered her $148.00 to try and make her happy, but she refused and said she wants 25% of what she paid reimbursed to her, we do not make a large profit on these cabinets and 25% is far out of the range of profit. There is nothing else we can do for this customer. She received exactly what she ordered, it is not our fault that she did not do research before ordering from a restaurant equipment company.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

I am very familiar with restaurant equipment since my Son is a Chef and I have seen his equipment. I was not looking for a showpiece just a cabinet for everyday use that was not damaged on delivery. One corner of the front panel where the door latches is not soldered so the panel is loose in that corner so I am unable to use that side of the cabinet. Even a commercial company would not use that due to safety! Yes the soldering is very very sloppy and I have seen many restaurant cabinets that do not look like that. Nor did it look like that in the picture on your website. So perhaps you are also false advertising.  All I requested was an exchange or for you to have it fixed, which is not unreasonable at all. I have asked my restaurant contacts and they totally agree. It has taken you 6 months of back and forth with no resolution, which is not customer service at all! You only offered me $72 dollars which I said was unacceptable. I had asked for 25% due to the time and inconvenience it has taken to resolve this. If you will honor the $148, I will accept that to resolve this, although I do feel my inconvenience is worth more than that. Please send the check to my home address. I am so sorry your customer service is so poor or I could have recommended you, but not after this. Remember we are agreeing to $148.00 to resolve this. I will expect the check within 10 days. Thank you BBB, appreciate your help! ****** *****

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

Business Response: The check was mailed for $148.00 today check#****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ***** -as long as check is received this resolves this matter. Thank you BBB for your assistance. 



 

2/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I received my equipment i purchased on Saturday Jan **, 2015 and called with a warranty problem on Wed. Jan **, 2015. The cooler unit i purchased was freezing up, drip pan was not working and the two pipes behind the fan were frozen and dripping water even after i changed the temperature. I left a voice mail on the **** and received a phone call back from Elite Thursday Jan. **** from *******. I informed ******* the problem and she said i needed to talk to the manufacturer Leader. She said Leader was only a hour away from me so they could send someone out. A little later on that morning i received a phone call with two lady screaming at each other in another language. I said hello a few times and it ended up being a lady from Leader. She didnt ask for anyone she just said she was calling to see what the problem was. I told her what was going on and she put me on hold. It was lunch time and my phone was beeping (this is a restaurant) so i clicked over to answer the call. The lady from Leader then called again and when my waitress answered the phone she said sorry wrong phone number. I looked at the called ID and it was the same phone number so i called it back. I finally found the lady helping me and she said they talked to ******* because Elite needed to take care of this problem and that ******* would be calling me back. I said but ******* said you are a hour away and that you could send someone out to me to repair my cooler. She said no Elite would have to do this. I looked up where Leader in located and it in New York, which is no where near me. Once ******* called me back again about this problem she said they needed to send out someone. She would have to call me back again to figure out who. She called a second time when i stated why send someone all the way from New York when we have people here local. She said i could call and use my own people, then Elite would repay me. I decided with all the problems i was already having that i shouldnt do that because i might never get paid back. She then said a company called ****** ***** ********* ****** from *** ****** ****** ********** ****** ***** ** phone number ###-###-#### would be out to repair the cooler on Friday Jan **, 2015 between 8-11. I asked if she could please give them my information because i am not always here at 8, but i would make arrangements if they were coming that early. Later Thursday afternoon at 3:15 i received a phone call from ***** i decided to answer the call even tho it wasn't a full phone number. The lady spoke very poor English and was very confused when i answered. I finally figured out she was calling from a place called Appliance Repair Men. I said she must have been confused because ******* said the company coming to fix my cooler was from ****** ***** ********* ******. Still very confused she said they needed to cancel my appointment for tomorrow. I kept asking why and she just kept saying she needed to cancel the appointment. At that point i was concerned and asked where she was from and she said Arizona, i said then why do you need to cancel for ****** ***** ********* ****** in ****** ***** **. She then hung up the phone. I then called back ******* and her voice mail was full. I called the company that financed me, ****** and told her everything that happened. She said she was going to look into everything and get back to me. Still unhappy with that the non-speaking English lady said i decided to look into the the repair company. I called the ###-###-#### and a non-speaking man answered the phone call. I asked him where he was located because i couldnt understand what he said when he answered. He said outside the states. I said not in ****** ****** **. He said he was a scheduling company outside the states. I asked him where his corporate office was located and he said in side the states. I asked what state and he hung up on me. Very concerned i looked up the address on the ********* ****** Housing Assessments and the address did not exist. I also tried to look up the Appliance Repair Men from Arizona and found nothing except a place in the UK. Around 5:30 Thursday night i received another phone call from a man who didnt speak very well English and said to me that he needed to cancel the appointment for tomorrow. He said they do not work weekends. I side i never knew Friday was the weekend. I told him he could not cancel the appointment i needed the cooler fixed. He said he could reschedule for Monday and i told him i am closed Monday it would have to be Tuesday. He then said so you want to cancel your appointment for tomorrow. I said no i need this cooler fixed. He then said again i can have someone come out on Monday to fix it. At that point i said yes that would be fine. So he then stated again, so you need to cancel you appointment for tomorrow. I said no, i would like to keep my appointment for tomorrow and he said they didn't work the weekends. Frustrated I said i am not canceling anything you called me and said your company can not come to repair my cooler. I then asked him where he was even calling from because the company coming to repair my cooler was from Turtle Creek and he hung up. Completely confused i called ******* again and got her voice mail. At this point i was so frustrated and confused i gave up for the night. Friday Jan. **, 2015 i called ******* to see what was going on with the repair people because something was not right. She answered and told me that she followed up with the repair company and that I, ******, called the Appliance Repair Men and canceled the appointment because everything was fixed. I did not call no one, from no where about canceling anything! At this point i told ******* that something was not right. Something is suspicious about her company Elite and the repair company they have. She just kept saying to me that i called them and that i said it was fixed. I would have never done that! I said fine fix the problem and reschedule the appointment. She said when i would treat her like a adult she would, i told her that i was getting nothing but a run around from everyone when i just paid $2,200.00 for a cooler with a 1 year warranty and a 5 year compressor warranty and i couldn't get a repair man in here to fix it within the first week! She told me again i canceled it and i said reschedule it and she said to call back when i would stop being upset about already canceling it.

Desired Settlement: I would not only like my cooler repaired but something to insure my warranty will be valid one year and five years on the compressor.

Business Response: Customer contacted us about water leaking from her unit, sh stated that the water did not run down the correct tube. Sometimes during transport the unit gets shaken up and the tube falls out of place it is an easy fix, the customer can straighten herself if she knows what shes doing, but this customer is under warranty. Elite Restaurant Equipment scheduled a local service tech to go out to the customers location. Elite Restaurant Equipment called the customer with the phone number for the repair service and also gave her a reference number, this is something that is paid for by the manufacture, the customer does not have to pay anything. The repair service contacted us to inform us that the customer cancelled the appointment. Elite Restaurant Equipment asked the customer if she cancelled the appointment and why, customer stated that she never cancelled anything but she did call them to ask about where they were located and who is the owner and where is the headquarters, we are not sure why the customer did that since she is not paying for anything and we hired a reliable company to do a job that can be done in less than 10 minutes. Elite Restaurant called the repair tech to reschedule the appointment, but they refused to go out to the customers location they stated that she was acting crazy and she was verbally abusing the service rep that answered the phone and they refused to do any business with her. Elite Restaurant Equipment spoke to the customer to try and move forward to schedule a new service, customer started using obscene language customer continued to say nasty things to the service rep and Elite Restaurant Equipment terminated the call with her, we refuse to be abused, when all we want to do is move forward and try to fix this very small issue. Elite Restaurant Equipment will not find another repair service for the customer, if the customer can find her own local repair service and schedule everything herself all she has to do is send the invoice to Leader Manufacturing the Manufacture is willing to cover the cost, since the warranty is with Leader Manufacturing, she has to make sure she calls them with her serial#. Elite Restaurant Equipment tried to be the middleman to set up the repairs since we did sell it to her, but we do not cover the parts and labor warrant, the manufacture does, she can feel free to deal directly with them. Leader Refrigeration Manufacturing ###-###-####.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The problem is not only is the water not going down the
proper tube, but water is leaking from another pipe and the other pipe is
frozen. I called Elite to tell them of the problem and when i received a phone
call back i was told i had to talk to the manufacture. Once the manufacture
called me they said i had to talk to Elite. When Elite called me back again
they finally said they could take care of it. They told me who was coming out
and gave me the information. I could not understand the name of the company and
it was not familiar to me for being in the restaurant business in a small town
and never to of heard of it is uncommon. So i asked Elite for the name, which i
felt i had every right to know who was coming into my business. Elite gave me a
phone number and reference number which i did nothing with. The repair company
contacted me and canceled the appointment. Like i said before when she called i
could not understand her at all and was confused who she was. The phone number
was not a full phone number so i asked where she was calling from.  When the man called to reconfirm it was
canceled i could not understand him either. I did ask him if the company would
send out certified technicians to fix the equipment, but i have that right also
to ask before they come in and try to fix it. Only after all the confusion did
i look into the company and yes i called the number on the website, which i
called from a different phone number and never gave them my information or did
i tell them i had a appointment. I called just asking information as a new
customer. I never said anything to either of these people about location only
the man i called as a "new customer" which he would never have been
able to link together. As i never gave him any information to assume i had a
appointment.  As for the Elite Rep i
spoke to the only nasty, obscene language i used was when i said Elite was
scamming me, that she worked for a shady company and that she was full of ****,
because i never and would never call to cancel the appointment. She said which
i stated before when i was done acting like a child, which she was continually accusing
me of canceling this appointment when i did no such thing, i told her she was
full of it. I also said i would be contacting a lawyer because i felt i was
being taken advantage of. I was not happy with the way her company was giving
me the run around. I received a dozen phone calls, which all they did was twist
everything around.  I was the only person
who was abused, trying to run a restaurant and take phone call after phone call
about something that should have been easy to take care of. What guarantee do i
have if i call the person who maintains my equipment that the manufacture will
repay me? They already told me that the problem is Elite's.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** ********




 

Business Response: As we said before, the customer can find her own repair service and send the invoice to Leader refrigeration, the Warranty is with Leader refrigeration it is not with Elite Restaurant Equipment. Elite Restaurant Equipment will no longer be the middleman for helping this customer with repairs, she has no reason to contact us.

11/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ***** ******* **** **** ************** ** ******** *** ****I have several photos if you need them as well as video of the wobbly case!Initially I sent a complaint form and requested to just report them, now I feel I need your help! First off the dry case they sent is NOT the one I even ordered. The one they have pictured on their site has vents in the front and square corners, the one sent does NOT, they insist it does!The shelve rails were not properly installed so the shelves set crooked, the dry case is out of square by 1/4-1/2" therefore it wobbles because it does not sit level on the floor. There are no leg adjustments whatsoever! They both have numerous scratches, dents and dings all over!(Inside and out)The trim inserts were not cut or measured properly so they are 1/4' or more off and they move around!The plastic film they put on the parts BEFORE assembly make it nearly impossible to get off, the plastic is also under the fan and Freon unit and there is no way to remove it, ***** also said if we do the warranty is no good, so when I plug it in it smells like burnt plastic! I'm pretty sure my customers will not like that flavor in my pastries or other products.They refuse to do anything at all about any of these issues, they sent no warranty paperwork nor any proper usage paper work. I feel that they will not honor any warranty as the refuse to do anything at all to remedy this unfortunate situation. This is the last email correspondence I had with *** ****** ********* (the *****)~****** ********* ******************** 11:48 AM Oct. **, 2014to me Hi *****,Thank you for contacting Elite Restaurant Equipment. I have reviewed your file and there is nothing else we can do.Thanks,-****** *********

Desired Settlement: I would like them to come get the cases and give me all of my money back. I have tried talking with them several times to no avail.I cant use the cases as they are the shelves are crooked, the quality is horrible and the refrigerated case smells like burnt plastic! I am positive I cant sell the cases, they are not worth what I paid so I will never get my money back! I wouldn't feel right reselling these cases to anyone!

Business Response: Hi All,

This customer was sent exactly what she ordered.

She complained about one of her units having no vents, she ordered a Dry Bakery Case and a Refrigerated Case, the Dry case has no vents in the front because it is Dry, it has no Compressor, there is no need for a vent.
She complained about the Protective Film on her unit, she had a hard time removing the protective film, as we told her many times, the protective film needs to be removed from the corners of the unit first using a razor, then everything peels off easily. This customer peeled off the protective film from the middle using a knife, she scratched up the stainless steel, very badly herself. 
She complained about Protective Film on the insides of the unit the only Protective film on the inside of the unit is not to be removed, she was told this many times.
This unit was delivered in Excellent Condition, the customer signed for the units as received in good order.
Elite Restaurant Equipment did nothing wrong.


This customer called us to try an extort us for money, saying that we need to give her $800.00 or she would write bad reviews about us on every website she could find.
WE REUSE TO FALL FOR THESE SCHEMES/TACTICS.


Please close this case, this is definitely a fraudulent case.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


First off, It is illogical at best that ****** would even insinuate
that I put those scratches, dents and dings on these cases, It would not be in
my best interest to do something so childish given the fact I may be forced to
keep them, after all, I bought NEW ones so I would not have all of the issues I’m
having with these!  

The reality is the biggest majority of the scratches, dents
and dings were under the plastic. I’m going to assume that perhaps this company
didn’t notice this and give them the benefit of the doubt! If they send all of
the units out with plastic on them like they did for me then chances are they went
undetected as well as the unleveled shelving rails and the dozen other things
wrong with these cases, However I do not feel this is a good excuse, they should
be well aware of the quality of what they are selling and shipping out to
people, you would think they would want their customers happy, this has been
proven to not be the case so far with them!

Secondly, The fact is most all of the scratches, dents and
dings were covered under the very sticky plastic coating they put on the parts
BEFORE assembly, making it impossible to remove from under the trim, seams,  fan unit etc.

The company that manufactured these put a layer of this
plastic UNDER the fan and Freon unit which was then riveted to the floor on the
inside of the case, this cannot be removed! 
I’m sure when I turn the unit on for 24 hours a day that this plastic
will indeed start to melt as well as creating a fire hazard, plus the smell of
burnt plastic will permeate into anything that sits in the case! ***** also
told us if we do take the fan motor and Freon unit out to remove the plastic
under the refrigeration unit they will not be covered under the warranty.

Which brings us to the third problem, the warranty issue; this
company did not send any warranty paperwork or any instruction paperwork with
these units! The only paperwork I got was a crumpled up shipping paper that was
attached with clear tape to the box.  Because the tape can’t be taken off the paper
it makes it nearly illegible!

Forth, the dry case I received is NOT the same as the one
depicted in the photo on their web site! 
The case they sent did not have louvers on the bottom like the one in
the photo on their site. I purchased the Leader CBK36-D - 36"
Dry Bakery Display Case - Counter Height, see attached photo of the case I
thought I purchased, opposed to the one they sent!  

Fifth, the two cases do not match, one of the reasons I
purchased new is because it is difficult to find matching cases that are in
good working order, which have not been all beat up and abused! Although ***** and ******, insist
that it is the same case it is NOT, the one I ordered has louvers just like the
refrigerated case with the louvers! If you go to the website and click on
display cases it is the first one on the page and it has louvers! The cases are
undeniably not the same! Anyone with one good eye can clearly see this is not
the same case I was sent! I have included photos of the one I received and if
you compare the two it is obvious that they are different cases!

Six, the doors on the back of the case are different as well,
other than the fact they both have a ¼” gap making it so they do not close and
seal properly, this will not only create condensation but it will allow a place
for insects and air to enter the case and the gap is probably not going to make
the cases very energy efficient.  The dry
case also has 2- ¾” holes in each corner of the doors again bugs can enter and
air can get in and opens by itself!  The
channel that the doors sit in on the dry case is loose like it’s about to fall
out.

Seven, the thin tape like black trim is not cut properly so
you can move it around, it is cut ¼ -1/2 inch short!  All of the trim is of shoddy construction, if
you look at the photo on their site, the corners are all squared off and looks
nice and neat, looks are deceiving! They took the trim and just flopped it over
so it is rounded and it looks as though they jammed it into place, it’s all
bent and ugly! (See enclosed photo) Again clearly not the NEW cases I purchased
for $4444.44! Perhaps I would have had better luck buying used stuff, I wouldn’t
be so disappointed, these look like used with a hefty new price tag!

Eight, the shelves sit crooked in both cases, they lean to
the left. When they manufactured them they did not level the rails properly so
the shelving units sit misaligned!

I feel it is my civic duty to bring this company’s ill
practices to light; it makes me sick to think of how many people they have deceived
and ripped off by this company, therefore, I Have sent complaint forms to Michigan
Attorney General **** ********, News 8 and 13 as well as the BBB.

I invite everyone including ****** and his associates to come to Michigan to see the cases for themselves.  I would like them to take back their cases and
refund my money in full! I don’t feel I should have to pay the exorbitant
refund my money in the full amount of $800.00 for restocking fees either, that in itself should make one
question the integrity of this company…  $80.00 I could see but $800.00, seriously!

This is the last correspondence with ****** on October **, 2014 at 11:48 to me!
(the *****)****** ********* <********************> 11:48 AM

Hi *****,
Thank you for contacting Elite Restaurant Equipment. I have reviewed your file and there is nothing else we can do.

Thanks,-****** *********

?

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved be

This unit was NOT sent in good shape, I sent photos of all of the damage.... 

How can they explain the wobbly dry case and the shelves that are not level? Did I do that too? I think NOT! Like I said in my last correspondence, that would be foolish on my part, if I get stuck with these cases it would make absolutely no sense to do something so childish! It is absurd that they would even say that! I did not put the dents in them or the scratches or dings on these cases ! 

The case is NOT what I ordered, it is NOT the one pictured on their site for the "DRY CASE" that I purchased! The one I ordered matched the refrigerated case with louvers in the front just like the refrigerated case. They don't have anything saying it is not as represented in the photo. How is one to know that is NOT what they are purchasing? It is false advertising.  If I make chocolate marble cake and they take it home and it's a French Pear cake, that is not giving my customers what they ordered, is it!? Same thing here, its false advertising, therefore it is ripping off the people buying  product and will eventually give me a bad name, just as their scam is doing for them.

As far as the reviews, I'm being TOTALLY honest, this company has terrible customer service, they deceive people, My review is definitely NOT the only bad review, they do not have good ratings with the BBB either! This company does NOT stand behind their product whatsoever.. they do not care that I paid top dollar to avoid these defects... they do not care they were sent with defects and damage!

If these were in great shape I would not be wasting my days doing this everyday and sending out an SOS with the BBB ~ News 8 ~ News 13 and The Michigan Attorney General ~ These cases are THAT BAD!!!  

As for the PROTECTIVE PLASTIC COVERING, THE PLASTIC IS UNREMOVABLE UNDER THE FAN IN THE REFRIGERATED CASE AND IT SMELLS LIKE MELTED BURING PLASTIC WHEN THE CASE IS PLUGGED IN ~ THE PLASTIC FILM WAS A NIGHTMARE TO REMOVE, I DID JUST AS THEY SUGGESTED AND IT STILL TOOK 3 DAYS TO REMOVE THE FILM, WHAT I COULD REMOVE THAT IS, THE REST IS THERE TO STAY AND CAN NOT BE RE MOVED. IF I DID REMOVE IT, ***** SAID IT WOULD VOID THE WARRANTY.... (THE WARRANTY I DID NOT RECEIVE FROM THIS COMPANY)  Where is the warranty paperwork and the instruction booklet anyway?

Again, they are more then welcome to come here to have a look for themselves I would love to have them and encourage this! They consistently keep lying to keep from having to take back the damaged cases... they are a greedy company that only cares about their bottom line and have no concerns whatsoever for the people they rip off! They are more concerned with ripping me off then they are about doing what is right!


This company is irresponsible and derelict, that is my bottom line... Their customer service is a joke, but not a funny one at all!

***** *****

p.s. the photos I added here clearly show the case they have pictured on their site for the dry case, the other photo is the case they sent, the case on the right is the dry case and as you can clearly see it is NOT THE CASE I PURCHASED! The one I PURCHASED has louvers on the front just like the refrigerated case!

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *****




 

Business Response: This customer was sent exactly what she ordered.



She complained about one of her units having no vents, she ordered a Dry Bakery
Case and a Refrigerated Case, the Dry case has no vents in the front because it
is Dry, it has no Compressor, there is no need for a vent.

She complained about the Protective Film on her unit, she had a hard time
removing the protective film, as we told her many times, the protective film
needs to be removed from the corners of the unit first using a razor, then
everything peels off easily. This customer peeled off the protective film from
the middle using a knife, she scratched up the stainless steel, very badly herself. 

She complained about Protective Film on the insides of the unit the only
Protective film on the inside of the unit is not to be removed, she was told
this many times.
We will not be bullied into giving $800.00 to this customer, she is doing exactly what she said she would, she will constantly keep reporting false damages to the item. Protective film is put on by the manufacture as soon as the item is made, it is impossible and senseless for the manufacture to remove the film damage the item and put the film back on.


This unit was delivered in Excellent Condition, the customer signed for the
units as received in good order.

Elite Restaurant Equipment did nothing wrong. WE WILL NOT BE EXTORTED, CUSTOMER INFORMED US THAT SHE WOULD CONTINUE COMPLAINING ON EVERY WEBSITE THAT SHE CAN UNTIL SHE GETS $800.00. WE WILL NOT FALL FOR THIS SCHEME.




This customer called us to try to extort us for money, saying that we need to
give her $800.00 or she would write bad reviews about us on every website she
could find.

WE REUSE TO FALL FOR THESE SCHEMES/TACTICS.





Please close this case, this is definitely a fraudulent case.

11/11/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 3 items from the company, a refrigerated deli case, and electric steam table and serving pans that go in the steam table. My order was placed on July **, 2014. Funding was provided by a credit card deposit from my account, and the remainder through a lease/finance company, “**** ******* ****” which paid Elite Restaurant Equipment *** **** ******** ** ***** ###-###-#### *** ***** *********. In full on August *, 2014. When I ordered the equipment, I was told all items are in stock and ready for shipping. In fact, their website also showed all items as in stock, and that shipping takes 7-10 business days. After 10 days, I did in fact receive steam table insert pans within 10 days. However, I did not receive my equipment. I called the company and was told I should have it by the following Wednesday, which I did not. I called again on Thursday and was told there was missed shipment, but,,, I will have it by Monday, which again I did not. I called again on Monday and was told one of my two remaining items was on back order, I told them “ when I order the equipment they were in stock, and in fact, their website states that they are in stock, additionally if one of my items was backordered, why was I already told twice, that they were on the way?” This time I was told I would have them by next week for sure. The following week still no equipment. This time when I called I was told they were mistakenly shipped to ********* ************s, vise ******** **********i, which again I asked how than did I receive my pans if you had the wrong address. Today is ** September and I finally received one of the items, I again called them and was told that I will have the other item next Wednesday. I’m not holding my breath. Oder place: ** July Funding paid in full: * August First call: ** August ( I was told my items would be here on the ** august Second call: ** August (I was told my items would be here on ** August) Third call: ** August (I was told my one of my items was on backorder But they could not tell which item) Forth call: * September ( I was told Items are on the way and will have them by the ** September, for sure) Fifth call: ** September (I was told my items were shipped to ********* *************, vise ******** **********i and that my shipment will be here by the ** September) Sixth call: ** September, (My shipment arrived, however, only one of the items “deli Case) was told my steam table will be here by ** September.

Desired Settlement: Based on my promised shipment date of 7-10 business days, but no later than 10. I removed my old equipment on ** August to make room for the new equipment, which should have arrived at my store no later than ** August. I anticipated losing one to two days of deli service sales as a result of swapping out the equipment. However, after 24 business days and 38 “my business days”, I have lost a considerable amount of money, with average deli sales of 1100. per day, I have lost over 29,700 dollar in lost sales. In my final call to the company, I asked them for some short of retribution, or monetary compensation, and was told that was out of the question. I than mentioned, in effort for your company to show some degree of accountability, a substantial discount on any further purchases is in order, and in fact I was interested in a convention oven, despite my apprehension to do any further with their company, this would give them the opportunity to redeem themselves. However, they offered a standard discount of 10%. When I asked to speak to the *****, I was told the ***** is never in and sorry for the trouble and they hung-up on me.

Business Response: We apologize for the delay and any inconvenience this delay has cause the customer. This item has been shipped, the customer will receive this item in 3 business days. This shipped with YRC Freight *********** tracking# **********. Sorry for the inconvenience.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:



Simply saying “Sorry for the inconvenience” is not acceptable.  My order was paid in full on August *.
However, I did not receive my order until September **, which was a partial of
my order, I was then lied to again, and was told my other item would be at my
door by September **; now I’m told it will not be until October *. Meanwhile, I
have not been able to have my health permits reinstated until all the equipment
is in place. This incompetency on the part of Elite equipment has cost me thousands
of dollars. In addition, I can tell by the response from the company that it
did not come from anyone of authority within the company. In fact, they did not
even have the courtesy to sign their response.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 Besides the extremely late delivery, 51 business day, vise the advertised 7-10, and the obvious substitution between what I ordered and what I received, there are a number of defects as well.

 I spoke to the maker of the heating element, and told them that I have a 60-inch stem table and the only information on table was a nameplate from their company. That said *******, *** *** *******. I sent them pictures of the table and was told the heating element is theirs, but the table is not. They also mentioned that, the ******* is for smaller tables i.e. a 48-inch table and will take forever to heat up a 60-inch “its to small for that table”.

That as well as the flimsy sneeze guard, no lights, the leaks in one of the welds, as well as at the drain nozzle, and the knob in the wrong place, in addition to the electrical issues are all sufficient cause to return the unit.

I als filed a complaint with the FTC, last Friday.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Business Response: Hi,

The customer did receive the correct item, the Steam Table is made by Universal, they outsource their heating elements, it can be any Brand of Heating element they use a few different manufactures for it. The knobs go wherever the manufacture puts it, that's how its built. The drain Nozzle is in the correct place. The Sneeze Guard we shipped you has lights. All of the electrical steam tables needs to be hardwired. If you have any problems with leaks we can send a Local Repair Service to fix it.

11/4/2014 Problems with Product/Service | Complaint Details Unavailable
10/6/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On July ** 2014 I placed an order with this company for 3 items for my new bakery establishment. I paid for everything by credit card. No problem, no complaints. Was told everything was in stock should be delivered in 2-3 weeks. However, it is now Aug.** my business is opening in a week I have received one item finally today. I have called this company a total of 10 times at the least in the past 2 weeks to check on the status of my order. No one can tell me WHERE any of my equipment is, when or IF it will arrive, talked to a "supervisor" twice today. The first time he told me my ice machine had shipped out today and should be here by the end of the week, but he was unable to give me a tracking number. also said he will email me his name, number, extension etc. etc. as soon as we hang up in case I have any more problems. At the end of the day he still had not emailed so I called back, talked to the same guy this time he said he can't tell if it's shipped yet or not. Really???

Desired Settlement: I expect expedited delivery of my equipment and/or full refund of my purchase.

Business Response: We do apologize for this inconvenience. Some items take 10 to 14 business days from certain Manufactures. This item was shipped through ************* tracking #********** and was delivered on September *** 2014. We do apologize for the delay it caused the customer.

10/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a refrigerated bakery display case from Elite Restaurant Equipment in March. Ever since we hooked it up, it has not been working properly. The only reason I've kept it this long was that I had the company representative's promise that they would send a technician and that they would definitely be able to fix the issues. They told me the problem sounded like a loose coil, simple to fix. To date, the problem has not been resolved, and the last few days I've had trouble making contact with the company representatives who were initially working with me. I've asked them to begin the process so that I can return the unit, but it seems they have ignored my requests. When we received the unit, it had been damaged during shipping. The company asked me to replace a couple of broken parts myself, and I was told I would receive a monetary credit in return. The credit has not come through even though I've repeatedly followed up on it. Ever since we plugged in the unit and tried to start using it, and even after we made repairs ourselves, the display has produced a ridiculous amount of condensation. Water from the condensation pools on top of the unit so that we have to periodically sop it up with a towel, ring out the towel, sop up some more, ring out the towel again, and repeat until we've managed to clean up all the water. It's usually impossible to see what's inside the unit because of the condensation. The display also leaves puddles of water in the area where customers stand, which is irritating to customers who have had it drip on their feet, and is even dangerous because one of my customers might slip and fall on the water. I have sent documentation and photos of all this to Elite Restaurant Equipment. They sent a technician who suggested we turn down the temperature in the shop, which we've already done. The shop thermostat is set to 72 degrees at all times, even overnight, so Elite's idea that our shop is too hot is simply incorrect. I paid more than $3200 for the unit, and expect much better than what I've received. The unit does me no good if customers can't see what's inside...and I definitely can't keep it around if it's going to continue leaving puddles of water on the concrete floors where my customers and employees walk. Again, I have photos of the water and I have e-mails documenting the fact that I have repeatedly reported this problem to Elite without a prompt resolution. I would like to return the unit ASAP. Thank you.

Desired Settlement: I would like to return the unit because it isn't working properly.

Business Response: This Customer did complain to us about condensation forming on her bakery case. A Repair Service that we scheduled and paid for did go out to the customers location. The unit was inspected and the repair service could not find anything wrong with the unit. His suggestion for condensation was that the customers store is too hot and she has the temperature of the unit too cold which would cause condensation. The repair service even assisted the customer in moving around her AC to a better position where the unit might stay cooler. If there is anything wrong with the unit under the parts and labor warranty, we will be glad to get the manufacture involved. As per the repair service, there is nothing wrong with the unit, the customer has the temperature set too cold in the unit, and her store is too hot, the combination causes condensation. Please see attached Service Invoice, from the Repair Service used. It clearly shows what was found after the inspection of the unit and explains the temperature issues.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The business is still ignoring one of my main requests.

I would like the business to keep their word that I would receive a credit of 20% of the display unit purchase price for the repairs that I MADE to the unit after it arrived damaged and with broken parts.  ******* *********** told me over the phone and via e-mail that I would receive this 20% credit.  Months have passed and the business is still completely ignoring my request for them to issue this credit.  I am attaching the text of an email she sent me, in which she stated: 

** ***** ** ********* *** * ****** **** ** ****** *** *** ***** ****** ***** ***** ** ***** ********* * **** **** *** ******** **** *** **** **** *** ****** *** *** * ***** **** *** ** ******* **** ** ****** ** *** ******* ******* ******** ******** ******** ** **** ******* *** ***** ********** ** *** ***** * ************ ***** ******* ** **** ******* ** **** ***** ******* ******* * **** **** ***** ******** ** **** ***** ** *** **** * ****** *** **** ** **** ******* *******  *** **** **** ** *** **** ******* ** **** *** ******** **** ***** *** **** *** ****** *** *** ******* *** *** ******** ***** ** ** **** *** ******* ****** ** **** * ***** ******* *** **** *** ******* * ***** **** *** ******** ** ******** ***** *** *** ****** ** ********* ***** ********


 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** ********




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

If Elite Restaurant Equipment filed the insurance claim themselves, surely the business must at least know the date on which they filed their own claim.  They've stated in a previous response to me that insurance claims typically take 30-120 days to finalize.  I'd like the date on which the claim was filed so that if more than 120 days passes I can follow up accordingly.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ********




 

Business Response: This customer was sent her claim refund check. Everything was resolved with her.

10/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 5 update International ESFC-21 8qt- Easy store folding chafer dish at 6.07 each totaling 30.35 cents and 15.29 for shipping and handling on August * and later in the evening decided to call to find out when I would receive because it was federal express- ground shipping. At that time I did not have order number with me which was ********* and I was speaking with a person named *******. Which pulled up my order by my name at that time noticed the price she then stated that they cannot honor the purchase because they do not deal with that manufacturer anymore I stated that that is not who I am purchasing this item with and she stated that she is the sales person and that price is no longer valid and will just have to refund my money. She then said she was changing that price as we speak to 47.32 each And she will refund my money I was then hung up on. I then went online and sent an email message and chat was there so I was hoping to get someone else that was not as rude to help resolve this matter. At the time of 07:03:23 I went on chat at this website and spoke with a ****** who looked at account and stated that she will have a ******* named **** to call me. I waited patiently and **** called me stating that he can not lose 41.25 cents x 5 which would have been my order.to accommodate the price that I purchased for. I stated that that was your advertisement price you are bate and switching he said that there was only 100 sold at that price and there was some buyers before me that need to get the purchase before me. I stated that I will contact the BBB he stated that he handled the BBB before. So I just want them to honor there price. I have a copy of the receipt

Desired Settlement: For them to honor there price and not tell me someone ordered before me or they only had 100. Then change the price to 47.32 cents each

Business Response: This customer was refunded in full on August *** 2014. Sorry for the inconvenience.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

This is a note to state that I did get refunded as in complaint but would like them to honor the order. And receive my merchandise at the price that was stated. This is not resolved. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** *******




 

Business Response: This customer was refunded in full, as stated before the item at that price is long out of stock. We do not owe her anything, we did not charge her any fees. She was refunded in full.

9/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchase a Universal Stainless Steel Shelf and they shipped me an L&G stainless steel shelf which is different than the one shown on their website. Do to design differences I cannot use it for the purpose it was intended be because of design differences. The customer service department gave me the run around for two weeks and finally offered to take the product back if I pay for return shipping. I refuse to pay for their mistake and at this point, after my experience and the experiences of those listing similiar complaints on the internet, I do not trust they will give me a refund should I return it.

Desired Settlement: I request it be replaced with what I ordered or issue me a $30 credit towards the purchase and I will use it in a storage closet where its design will not matter.

Business Response: Hi,

We are willing to offer ******* a rebate of $26.55 on the shelf. Universal is a subsidiary brand of *** *******. If ******* would like to return the shelf in general, he is responsible for shipping it back to us. Should you have any further questions, please do not hesitate to contact us.

Thanks,
***** *.
Elite Restaurant Equipment

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* *********



 

9/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently placed an order with Elite Restaurant Equipment via their website on **-Aug-2014. I was ordering a pizza oven for delivery to my house. On their website, it states all order over $149 qualifies for free shipping, *excluding HI and AK. This order would not qualify for gate service as it is small enough to ship regular parcel. I called Elite Restaurant Equipment on the morning of the *-Sep-2014 to inquire about my order. I was directed to the shipping department. Once talking to the representative, he informed me that an additional $49 was needed from me in order for me to get the unit. This $49 was needed because it was being dropped shipped from the manufacturer and that was the shipping cost. This clearly contradicts the companies advertisement of free shipping. I spoke with the s******* ******* and he clearly was not interested in making this right nor was he wanting my business. I asked to cancel this order and they promptly issued a refund.

Desired Settlement: My expectation is that the order would have been shipped to me promptly and as advertised. No additional fees should apply unless it was stated at the time of the order.

Business Response: This Item is ordered and shipped through the manufacture, our agreement with them is that shipping is free. Our policies on our website states that some shipments may require additional shipping. This was one of those cases where the manufacture required a shipping cost. We apologize for any inconvenience this has cause the customer. The customer was immediately refunded in full.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The shipping cost should be divulged at the time of the purchase.   By not disclosing the additional shipping cost, the company is purposely deceiving potential customers by offering "free" shipping on products.    My assumption when I bought the product was that I was going to get the unit without additional shipping costs.   They even charged my credit card before they attempted to contact me for the additional shipping costs.   This is very deceptive and is not the proper way to advertise their business or the products that they sell.   The business should change their website to correctly divulge the additional shipping cost prior to the customer completing the transaction.  

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

Business Response: Elite Restaurant Equipment is never aware of the shipping cost, we only find out, if and when the manufacture contacts us. As soon as the manufacture tells us of any issues we immediately contact the customer.

Consumer Response: Better Business Bureau:
Although this is not entirely resolved, I no longer wish to proceed with this company.   They clearly did not divulge the actual shipping price prior to the completed transaction.  They charged my credit card (of advertised price) prior to divulging the actual shipping cost of the unit I purchased on their website.  They actually advertise free shipping on this unit when I completed the transaction.   Only after 1 week did they actually notify me that additional costs were to be incurred by me for the shipping of the unit.  Clearly this company is mis-leading customers for actual shipping costs.   They need to clearly identify the actual shipping costs at the time of purchase, not 1 week after the unit has been ordered.
****** *******



 

8/26/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Hi so I decided to order from this company on June **, 2014 my order number is #********* on the time of order I was told that I would receive my product in two weeks. Seeing how one of the weeks was *** of July I understood there would be some type of delay so I figured I would receive it by the following week. On the **** I called in to the company and spoke with *****, he told me that the product had shipped out already and he was going to email me to let me know where exactly where it was in route. I never received any type of email so I called again on the **** and spoke to ***** again, he told me he was busy and still working on the tracking. He told me he would get me an email by the end of the day that day and once again no email. I called Monday and spoke to another representative, she told me ***** was wrong and they had not yet shipped out my product and told me I would receive an email by end of the day with the shipping and would receive my product delivered to me by the end of the week being the ****. Once again no email had been received and my product has yet to arrive. On the **** i finally received an email giving me my tracking information and telling me my product would be shipped by the ****. On Monday the **** I received a call from *** the freight company they use, asking me for an appointment so they would be able to deliver the product. I had told them that according to their tracking it should have been delivered Monday at the latest not Tuesday. They informed me that Elite Restaurant Equipment had not given them the product to ship till the **** not the **** like ***** had informed me. So I went ahead and placed the appointment for Tuesday at 5pm. On Tuesday around 12 pm I received a phone call from *** yet again, now it was from another representative asking me for an appointment again. I informed her that I had scheduled one for that Tuesday at 5pm she told me it wasn't in her system and she needed an appointment so I made another one for Wednesday in between 12-6. After the phone call I called Elite Restaurant Equipment notifying them that it has now been over a month I placed the order and have not received what I ordered. They hung up on me three times and then after I spoke with someone they told me it was not their problem that they have nothing to do with it and it is now my problem. Now Wednesday comes along and I call *** to make sure the product will be delivered, they confirm that it is loaded on the truck and should receive it by no later then 6pm. I wait all day for this product and to no surprise I did not receive anything. It has now been a month an a half without my product when it should have only taken two weeks.

Desired Settlement: My desired outcome is to receive my product and receive some type of compensation for this delay. Also have the company apologize and treat their customers with more respect and also take responsibility for delays and not blaming ***. Because at the end of the day they decide to partner up with that freight company and if a product not delivered it still falls on Elite Business Equipment.

Business Response: ** ***** ******** placed an order on our website on June **** 2014 this item usually takes 7 to 10 business days before it ships. This was scheduled to ship no later than July *** 2014. Unfortunately this item was back ordered with the manufacture. This customer should have been updated by our shipping department and it seems that he was not, if he was updated things would have been much simpler. Unfortunately we use a third party shipping company that we have no control over, we are located in New York, so we do commission third party freight companies for deliveries out of the state and they have their own set of rules. We do apologize for any inconvenience that this cause the customer. It does show that the customer received his unit on July **** 2014. Again we apologize for the customer service he received. We would like to continue doing business with this customer in the future. If he has any questions or concerns please call our office at ###-###-#### and ask to speak to the ***** *******.

Business Response: ** ***** ******** placed an order on our website on June **** 2014 this item usually takes 7 to 10 business days before it ships. This was scheduled to ship no later than July *** 2014. Unfortunately this item was back ordered with the manufacture. This customer should have been updated by our shipping department and it seems that he was not, if he was updated things would have been much simpler. Unfortunately we use a third party shipping company that we have no control over, we are located in New York, so we do commission third party freight companies for deliveries out of the state and they have their own set of rules. We do apologize for any inconvenience that this cause the customer. It does show that the customer received his unit on July **** 2014. Again we apologize for the customer service he received. We would like to continue doing business with this customer in the future. If he has any questions or concerns please call our office at ###-###-#### and ask to speak to the ***** *******.

7/28/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: An order for a fire extinguisher was made on 6/*. After waiting over two weeks I made a follow up call to find that the order was placed on hold and required an additional 150+ to ship even though ****** **** and their web site offered free shipping. I explained I wanted the price to be honored or I would follow up with a complaint with the BBB. "*****" the employee I was on the phone with seem indifferent to the conditions I presented and he went as far to mock me with a snicker in his voice as he put me on hold to "check with his supervisor". the conversation was completed by him stating that I would be refunded, two days later I am still waiting for elite to return my money!

Desired Settlement: Honor advertised price as the most desired outcome, or at minimum return my money so I might purchase a extinguisher from a company that honors prices advertised!

Business Response:  We do offer free standard shipping on orders over $149.00 we do not stock or manufacture this item. This Fire Extinguisher is shipped from a manufacture, they informed us that shipping on this item requires a special truck and special packaging, which is something we do not categorized as free shipping. Check our policies on the website on shipping. It is unfair to the customer and also unfair to us to be unexpectedly charged extra for shipping, but it is understandable, why a fire extinguisher would need special handling. This customer was refunded in full, he did not see the refund immediately because it takes 3-5 business days for the funds to clear back into his account. This was resolved. 

4/30/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On the **** of August, I called Elite Restaurant Equipment and placed an order over the phone for a Deli case. During our phone conversation, they told me that it would take about two to three days, which I thought was great, since the deli case we had in the store was not working. After three days passed, I called and spoke with ****** and told him that the oder had not yet arrived. This was when he told me that it was going to take another 7 to 10 days and should be here on Tuesday, September ** at the latest. I finally came today on Wednesday, September ****, in the worst possible condition. It was not packaged, the rope that was used actually bent the top of the fridge and there was a large scratch on the side. I was shocked and could not believe the way the $2,665.00 fridge arrived at my restaurant. The deli case came in the worst possible condition, I actually thought that they sent the wrong shipment. After, speaking with ****** on the phone, I know that nothing was going to get resolved. It was like I was speaking to a child, all I was asking for was for money back and all he was saying is that he would take off some money off and reimburse me. I sent the refrigerator back and asked for a FULL REFUND, I had never agreed and was never told until NOW that I had to pay a restocking fee. I had ordered it over the phone and never new and was never told that their was a restocking fee or any fee of that matter. They say that all of the calls are recorded, which is great because I was never told that their is a restocking fee. With this said, I am asking for a FULL REFUND of my order. I need that money to buy a new refrigerator as soon as possible, because I can't afford it without that refund.

Business Response: This customer lives in New Jersey, we are located in Brooklyn, NY, this customer is 45 minutes away from us. Instead of using a freight company, we used a local delivery guy that does our local deliveries because the customer was not too far away. There was no need to put this unit on a pallet a crate it because it was not going far, and it was our delivery guy, even better our local guy takes the unit into the customers place of business and set it up free of charge, the freight company does not do this for free. We thought we were doing something great. This customer called to cancel while the driver was about 10 minutes away, the customer said he found something cheaper and wants his money back, when the driver got there the customers daughter refused this unit, she said they will not accept this unit because it is not crated and it was not a freight company that was delivering it, that the driver should take it back and we should refund her in full. Our policies are on the website, there is a 20% restocking fee if you refuse an item for any reason and want a refund, there was nothing wrong with this unit, it is brand new and in excellent condition. The customer refused this because they found something cheaper and wanted a refund, we offer free shipping so it does not matter how this unit gets there as long as it gets there in one piece which it did. This customer threatened to take us to court so we refunded them minus the re stocking fee and minus the shipping cost for one way, because there was nothing wrong with the unit and we wasted money on shipping, we also had our lawyer send the details to the customer along with a copy of our policies.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I do not agree with the statements that were made by the company. I have not found a deli case that is cheaper in price, actually this was the cheapest. My concern is not the money, it is actually receiving something in the condition that I ordered it in. The unit came in a truck and was unpackaged. The rope that was used to hold the deli case in place was tired so tight that the top of the case was bent. I was dissapointed in the manner that the product was shipped because it was $2,765.00. I would have rather paid to have the unit shipped with frieght delivery and paid extra for shipping, then ordering a product that arrived in unaccetable conditions. 

         Regarding the restocking fee that apparently is stated on the website, I never purchased the product online. It was over the phone and I spoke to ******. ******, never stated that there was going to be a restocking or a delivery fee for returning this unit. Since all of the conversations are recorded, I asked the company to send over the conversation in an email and they agreed. I have yet to recieve the email, but I did recieve one from their lawyer. The law firm stated that I was no longer allowed to speak with Elite Equipment. This was when I responed to the email, and have yet to hear from them. This has been a problem that has been going on for several weeks and has yet to be resolved. I need a full refund of my money in order to purchase a new deli case, because it is causing a problem with my financial situation. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

WHEN THE UNIT ARRIVED TO OUR DELI IT WAS IN BAD CONDITION!!!!!!!!!!!! THERE IS NO WAY YOU COULD HAVE SOLD IT TO ANYONE ELSE IN THAT CONDITION, SO UNLESS THEY FIXED IT THERE IS NO POSSIBLE WAY. I AM SICK AND TIRED OF THIS COMPANY THIS IS RIDICULOUS!!!!!!! We were never told of any of the extra fees when we ordered over the phone so I never knew them!!! THIS COMPANY SHOULD BE SHUT DOWN! 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Business Response: Everything was done based on what the customer wanted, this customer was refunded, the correct amount. We cannot be responsible for shipping if he changes his mind about an item, and we will not be responsible for the restocking fee. Please close this case.

****** *********
*****

2/24/2014 Problems with Product/Service | Complaint Details Unavailable
2/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase from Elite Restaurant Equipment and cancelled the purchase 12 hours later. I was charge a restocking fee of 20% which is unfair as the product was not shipped within 12 hour time span. The company refuse to refund the stocking fee.

Desired Settlement: I want to Elite Restaurant Equipment to refund the total restocking fee charge for this purchase

Business Response: Customer ordered from us on 1/**/14, then called in on 1/**/14 to cancel the order. The unit the customer ordered was not a stock item it is made to order. The Manufacture requires a 20% restocking fee for all cancelled made to order items. We are not the Manufacture we only order through them. Please review the policy on our website, it clearly states that there is a restocking fee on all units. Customer was refunded minus 20% restocking fee, the funds take 3 days to clear back into his account.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *****, and have determined that my complaint has NOT been resolved because:

My order was placed on Junauray ***, 2014 at 8PM and cancelled and January ***, 2014 at 9AM. A total of 12 OVERNIGHT hours passed before i cancelled the order, I do not believe my order was package for shipment in that short period of time (OVERNIGHT). I am confident that this an act  of FRAUD being prepetrated against me by Elite Restuarant Equipment. And, this is a clear example of Elite Restuarant Equipment corrupt practice, I want this company to be investigated and prosecuted to full extent of the law. 


Further, as it is my profession ( A Certifed Fraud Investigator) to investigate these types of financial frauds (crimes).  I request that the Better Business Beaurau require Elite Restaurant Equipment to provide proof of payment to the manufacturer that Elite Restaurant Equipment made reference to and confirm with the manufacturer that payment was received.


Thank you

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***********




 

Business Response: This customer was refunded $1,722.44. The restocking fee we charged him was $389.60. which is 20% of his order not including taxes. He was charged 20% of the unit price. Realistically the Manufacture charges us 30% for restocking fee on custom made units, but we only charge 20% because 30% is unfair. This info is also included in the policy we attached in an earlier post. This is not a lite or little item, it is a very big, Sliding Glass Door Reach in Refrigerator that weighs over 400lbs. We have no control over the Manufacture and their policies, we charge 20% and not 30%. Please see attached paid Manufacture invoice for the restocking fee. We were charged $442.50. Please see attached proof of this.

Consumer Response: I reviewed the hand written invoice that is stamped paid provided by elite Restaurant Equipment "Elite" . The hand written invoice is not adequate proof of payment. As stated before, to proof the manufacturer was paid the restocking fee I was charged as alleged by Elite. Elite must provide a copy of a cancelled check or wire transfer detailing payment of the restocking fee to manufacturer. If Elite fail to comply, I want them prosecuted and the results posted on this site as I mention in my previous email. Thanks,

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WE purchased these hand dryer for new construction of a restaurant. We opened November **, 2013. The hand dryers put out very little air, not even enough to dry hands. Very very important for clean hands while making and serving food. We would appreciate a refund please advise for return. Elite said:Unfortunately, we cannot accept returns after 30 days. The good news is that these units are covered under full manufacturer warranty. You may contact American Dryer at ###-###-####. we contacted american dryer and they said it was under warranty abut needed to go thru elite restaurant equipment which i emailed this to them on ****and haven't heard back

Desired Settlement: we expect a full refund since product doesn't work

Business Response: I called American Dryer and they informed me they never spoke to Steve, if they did, they would not have told him to call us. American Dryer has a Warranty. They are going to contact Steve now to fix whatever issues he has. We are not the Manufacture. American Dryer is the Manufacture. We do not have a "Manufacture Warranty". American Dryer has a Manufacture Warranty. I gave them all of his info, they will call him to fix the situation. Please see attached email below sent from American Dryer. Also see attached (American Dryer) "Manufacture Warranty".


Email from American Dryer:


Thanks for calling.  Scott is trying to get through right now to Steven to see what's wrong with the dryers.  The warranty is on the owner's manual that is sent out with each dryer.  I have enclosed a copy for your information.  Many times we can troubleshoot over the phone and get them up and running right away.

 

Let us know if you have any other questions.

 

Best regards,

 

********************************

12/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased SS in stock dish cabinet with doors on 7-**-13. Cabinet was not damaged upon arrival but doors were riveted incorrectly and would not close. I immediately called Elite. They requested photos of the doors. I e-mailed photos explaining photo by photo what was wrong as each door had a separate issue. I was told that they couldn't see anything wrong with the doors and to get a handyman to fix the doors. I wanted the cabinet exchanged but no one would help me. Would you pay $600 for a cabinet that was defective? I wanted the cabinet exchanged however they failed to admit that there was a problem. Finally after so many e-mails and phone calls one employee angerly told me to return the cabinet never offering to exchange the cabinet. I packaged up the cabinet on which I spent $20 for tape and used a pre-paid label whch they provided. I recently received an e-mail returning funds to my account minus a restocking fee. I sent an e-mail to the gentleman sending me the e-mail explaining the situation. Today, August **, I received a phone call and spoke to a man named *****. He also refused to return my restocking fee stating that I should be glad they paid for my return of the cabinet. I tried to explain that it wasn't my choice to return the cabinet as it was defective and I was asked to return the cabinet. He stated that this was a special order item which it was not as it is shown as being "in stock". There is no way I would order a special item from a company in New York when I live in the State of Pennsylvania. Even if an item was special order shoudn't it be in good condition or the manufacturer be contacted? He admitted that the cabinet was repaired and tried to get me to accept the cabinet when they denied there was originally a problem. Shouldn't the manufacturer be held responsible for faulty workmanship? Company is very rude to customer and twists the facts around to make customer seem like they are in the wrong when customer just wants things to be made right. It isn't fair to a customer as I have spent way too much time and some of my own funds. Their web site states that they have wonderful customer service and will gladly exchange defective items. Very very untrue! I would welcome them to tell me differently!

Desired Settlement: Refund of restocking fee as there would not be an issue if they would have acknowledged that there was a problem in the first place and made good on the purchase.

Business Response: This customer ordered the storage cabinet from us and it was delivered, she called in to inform us that the cabinet was defective, there was something wrong with the door, we wanted to have a mechanic look at the door to have it fixed but the customer insisted on having a new one. We had the storage cabinet picked up through FedEx which we paid for, tracking number ***************. Once the cabinet was picked up the customer stated that she does not want a new cabinet, she wants a refund, we refunded her minus a restocking fee. The policy on our website states that if an item is defective we can replace it, but if it is returned for a refund there will be a re- stocking fee of 20%. When we received the returned cabinet all we did was tighten the screw on the door and it was fine.

Business Response: As we stated before, the customer will not be refunded the restocking fee, we have policies to follow.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Elite must do the right thing.  Please refer to additional complaints against Elite.  WHY IS EVERY CUSTOMER DEALING WITH THE SAME ISSUES?  Can all of us be wrong???

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
****** ****

10/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: at the end of July I called elite to order a four door 10ft cooler...I paid 3,000.00 on July **,2013 and the remaining balance of 951.60 on July **, 2013 for a total of 3951.60. It was to be shipped out in a week for packaging and testing the unit.I got a call on August ***** 2013 from ********** a transportation freight company.. Asking me if I had a dock or fork lift. I said no they said no problem they would use a truck with a lift gate. Got another call soon after stating that they could not deliver the unit because it was too big for there lift gate. Either I needed to pick it up or it would be sent back. I rented a truck and trailer. I drove to the next town over ******* to pick the unit up from the carrier. upon arrival to ********** The fridge was on broken pallets not strapped down...we got it on the trailer and to my store in **********..unloaded it and plugged the unit in.. Did not work..I called Elite they had closed for the day...Friday I call Elite they said there is no way the unit did not work...Talked to ****** most of the day she said she would get someone out to fix the unit...Then to find out Elite does not contract out in our area....frustrated on the customer service and lack of concern we found our own repair compny...after callling all day to our town and surrounding towns to work on our leader refrigerator .no one except one company would be willing to come take a look. That would be ******** ******* out of **** ******. ***** came out on the initial call on Saturday....he found no freon in the unit he also said there was considerable damage to the bottom of the unit. unit worked fine...came in the next morning and everything was frozen! Called ******** ******* back out to fix the problem...as they did there was a clogged line...worked again called Elite Monday morning...alll I got was ****** yelling at me saying there could not be anything wrong with the fridge...I explained to her that there was no freon in the unit and there is freight damage she argued with me more...she said she would pay the bill from ******** ******* and she did. Fridge is now not working at all still the cooler is like a heat box all my product inside is ruined once again...*** from ********* ******* called Elite to get hold of an engineer...They where very rude and hard to deal with...*** really did not want to help us out because he could not get the info from Elite on this unit. another man came out named ***** from ******** ********...he got hold of the engineers at ****** ************* they told him to cut the capillary lines and change the filter..he knew it was moe then that but did what they said...still did not work now this is now August **, 2013. I called Elite at this point im tired of getting yelled at by ****** so I am now dealing with ****** I told him I do not want this unit it does not work and I need my money back immediately so I can buy some cooler that works for my business...I told him that ****** had told me if I return the unit I will have to pay for all the maintenance from ******** *******..He said he knew nothing about that that I would have to talk to ****** about that. eventually I got a hold of the owner ***** he told me it was in no fault of myown that the unit did not work and I would get a full refund. They said on August ** that the unit would be picked up on the ****...I told them I have no dock and no forklift Elite said that was fine the shipper knew that...I told Elite if they could not deliver what makes you think they can pick it up....Elite told me to put the unit on pallets and pack it....I told her I was the only person here most days..she said to leave it in the store and they would pick it up...Not believing what she said I had people come help put this 946lb unit on three pallets and wrapped i in cardboard and shrink wrap...I had to put it outside due to the size of my store...had to put my old fixture in place to put my product in had no room inside my store for both. **** ****** showed up for the unit the next day..They could not take the unit because they had no truck lift or any equipment..also it was not crated or strapped down they said it was very unsafe...I called Elite to tell them why ********** was refusing pick up ***** told me I need to buy straps...I asked him if I would get reinburst he said only half because they have incurred alot of bills for this unit...also that I needed to rent a fork lift...I told him that I was a new company and could not affored this....he assured me if I got the unit on the truck that I would get a full refund and alll lost product would be paid for...I rented the forklift waited all day the next day no ********** called Elite..they said ********** was on ther way...Called ********** they where so mad they where yelling at me saying they where not coming back to pick the unit up! Called Elite they said UPS would be here the next day...August ** 2013 UPS did in fact pick the unit up we had to beg them to put it on there truck as it was unsafe even though it was strapped and all...They used the liftgate on one end and I used the forklift on the other side...So friday it was gone. Called today Tuesday aug **,2013 to see when I would get my refund on my visa...****** told me that a new unit was ready to be shipped out..I was dumb founded after 27 days of emails and phone callls demanding my full refund..I could not belive they wanted to send me a new unit...I told him NO keep your product your customer service is a nightmare and I do not need a Leader here on the west coast if no one is available to fix this unit. He then told me I would need o pay a 20% restocking fee...that is 800.00 I told him that that was not right I recieved a damaged non working unit and never once was I told about a restocking fee..He said he was going to return the unit to leader get it fixed and sell it as scratched and damaged...I know there is an insurance claim for the damage and lost product I endured..so if they are covered on all angles why are they not giving me my whole refund...I did contact an attorney yet is so expensive there is not much I can do, Im not even sure if they are still willing to pay for my lost product for over 22 days! Not sure what to do and where to go with this at all please help!

Desired Settlement: To be refunded my whole purchase I never got any paper work on this unit not even a warranty according to Elite they give no paper work on industrial units like this. Would also like to be reinberst for the product we lost..the straps, screws, boards and forklift rental

Business Response: We ask all customers to open and look at the refrigerated units before signing for it, damages do happen during delivery, the customer did not open or inspect the unit before taking it back to their store, the unit was damaged at the bottom during delivery and it affected the compressor. The customer informed us that the unit was not cooling correctly and we gave them the number for the Manufacturer, the Manufacturer does not have a local Mechanic in their area, so we asked them to get a local mechanic and we will pay for it. The Mechanic came out and fixed the unit it was working fine we paid $430. Then then a week later the customer called said its not working again, they said its cooling but its not cooling evenly, we had asked them to call the mechanic again he came out to fix it said it would cost $300 and when he got there called and said it would cost us another $1000.00, they also stated that the mechanic did not seem to know what he was doing, on a $3,900.00 refrigerator we paid $1,730.00 to have it fixed we also covered the shipping to have it shipped there which was $783.00. After all the fees from the Mechanic and the Refrigerator still not working we decided that the best thing to do would be to replace the unit. We picked it up, which cost us more this time $900.00 and we still have to have the manufacturer fix this unit which is going to cost us much more. Our policy on our website states that if you receive a defective or damaged item we will fix or replace it. If you want to return for a refund there is a 20%. As far as the produce they lost, we do not refund for lost produce, we filed a claim with the shipping company and whatever they refund will go to the customer, claims take 30 to 120 days before we are refunded. We lost all profit on this unit and more.

Consumer Response: Better Business Burea
I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:


I am still waiting for my money back for my lost product the forklift rental straps ect.. Not sure how much longer you insurance claim is going to take!  The insurance claim has gone through as far as my restocking fee so why would the claim not be all together. after all you did put the product claim in August 2013 right? at least that is what the email from ******* said. The unit did not get picked up till a month later. Just not clear on what is going on! Do you have proof that you have two different claims? Not sure as to why an insurance company would pay a restocking fee.

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******** ******** 

Business Response: Like we said before the second claim is still pending.

9/24/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a buffet table by Aug **, 2013 and until now (Sept *, 2013), I haven't received it. Calling them a few times last week and they kept promissing me that it will arrive on time. But I still don't receive it. When I demanded to have a full refund, they told me they will charge me 20% for restocking fee.

Desired Settlement: I would like to have my money back.

Business Response: This customers order was delivered to him on 9/**/13, it was shipped through YRC *********** with tracking number **********. We do not make these items in house, we order them from the  Manufacture, it takes 7 to 10 business days for us to receive it, then we ship it to the customer, this customer is located in Seattle Washington and we are located in Brooklyn, NY. Freight shipment from us to him takes 7 business days. This unit was delayed we did not receive it from the manufacture on time, they were behind schedule for a week. We apologized to this customer about the delay, he ordered from us on 8/**/13 and he did receive this on 9/**/13. This is resolved.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

It is ok for now, but they should not charge into my credit card until they have it on hand and described in their web site. It took almost a month for me to receive it and I missed 2 big events for this delay. They should have refunded me full amount when I complaint about that. They did the same thing with other customers as complained in ********.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *****




 

9/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April *, 2013 I ordered a commercial stainless steel sink for $429 from Elite Restaurant Equipment. I was told by the customer representative that the sink would ship immediately, and I would receive it in 3 to 5 business days. When I did not receive the sink after 5 business days, I called Elite Restaurant Equipment. At this time I learned the sink had not yet been shipped. I finally received the sink more than two weeks after I placed the order on April **. This unexpected and unexplained delay caused problems for our business. When I received the sink, I immediately noticed that it was not well packaged. There were only a few loose pieces of cardboard shrink wrapped around the sink. After spending six hours installing the sink, I filled it with water and realized it was damaged. One of the corners had a hole and leaked. I had to place a bucket under the sink to catch the leaking water. In addition to the leak, the drain kits that came with the sink did not fit the drain diameter, and I had to make a special trip into town to buy new drain kits. I called Elite Restaurant Equipment's customer service number that same day to inform them that I had been sent a defective sink. To my dismay, it took one week for them to call me back and then only after I placed several follow up calls and emails. Once I finally heard back from them, they requested that I send photos of the leak, which I did. When I complained about lack of communication and follow-though on their part, I was told that a manager had called my number and left a message. I have both caller ID and voicemail, and caller ID did not indicate that we had received a call from their number and there was no message. They finally got back to me on April **, telling me that they would file a complaint with the shipping company, Fed Ex. As before, I had to follow up with them before getting an answer. No one at Elite Restaurant Equipment apologized for the damaged sink, and in fact they made me feel as though they were being inconvenienced by me. It was also unreasonably difficult to get in touch with the person eventually handling my claim, *** *********. When I called her number and she didn't pick up the phone, I was directed to a recording that her mailbox was full and that I couldn't leave a message. On April **, *** ********* told me via email that Elite Restaurant Equipment would not reimburse me for the damaged sink and that the only money I would get to fix the sink would be the FedEx insurance claim. I was also told that if I did not want the sink I could return it. I would have gladly returned it if I had not already spent a full business day installing it and if it had arrived in a shipping container that would make a return feasible. The sink is 4 feet by 2 feet by 2 feet with legs, and to purchase packing material and package it up for return would be an unfair burden and expectation of me as the customer of a defective sink. Since I had not heard from Elite Restaurant Equipment either by phone or email to inform me of the status of the Fed Ex claim, I contacted them again on May ** via email, almost a month after they filed it, to inquire about the outcome. On May **, I received an email stating I would receive $61.25 (the cost of the delivery) for the defective sink. I called that same day and was told that *** ********* would call me back that afternoon. She did not. I then emailed *** ********* the following day to inform her that this amount of money was insufficient to repair the sink. She replied that same day: “I am awaiting approval from Management, I will let you know once I receive an answer”. When I had not heard anything within a week, I contacted her again on May ** to find out how long it would take to get an answer. At this time, *** ********* replied asking how much I had spent to fix the sink. I explained that I had not yet fixed the sink as I did not want to spend more money on the sink until I knew they would honor my claim. On June *, *** ********* asked me to get a quote for the repair: “HOW MUCH MORE MONEY YOU NEED TO FIX THIS PROBLEM?”. I called Cape’s Customer Welding and Fab in the town of Tahlequah to obtain a quote to repair the leaking corner and was told that it would cost around $195 fix it. As a farmer, I live in a very rural area 45 minutes from their location, and the welding company would have to bring a mobile welding rig to my farm to perform the work. The welding company charges a minimum amount for an at-home call, and they include driving time in the price. I was able to find someone closer, Dale’s Welding in Oaks, to give me an estimate for $180. I emailed *** ********* on June *. I calculated the cost to repair the sink and to replace the defective drain kits, minus the $61.25 I was already refunded, and I determined that I would need another $150 to have someone come to my farm to fix it. The next day she emailed me, stating “The most I can get approved is an additional $50.00 because we already sent you $61.25”. On June **, I emailed her that that amount would not cover the cost of the repairs and was unacceptable. She then asked me to email her a written estimate, which I did on June ** after making a trip to the welder, **** *******. *** ********* then asked for the contact information the welder. I gave her his name and number in an email on June **. That same day, she called my home number and asked to speak with Dale’s Welding. My wife answered the phone, told her she was calling our home number, and gave *** ********* *** *******’s phone number again. I then received this email on June **: "SPOKE TO OUR LAWYER, YOU ARE DALES WELDING, DUE TO PICTURES THE DAMAGE IS NO MORE THE 40 DOLLARS. IF YOU NOT HAPPY WITH THE SINK PLEASE RETURN IT." I emailed that same day and asked her to please explain what she meant by stating that I am Dales Welding as I am most certainly not, and I am insulted by that claim that I am lying. I asked her to please send a welding company to do the repair for $40. Her only reply that afternoon was that FedEx would be coming the next day to pick up the sink and that I should pack it up. I replied right away telling her not to send Fed Ex as I would not have time to uninstall and package the sink that evening, and that if I decided to return the sink I would contact Fed Ex on my own. She disregarded this email, and sent Fed Ex unsolicited to my farm the next day, where I was busy harvesting for a weekend market. She has not responded to my emails since. I contacted Dales Welding and was told that no one from Elite Restaurant Equipment ever called them. I am very unhappy and extremely frustrated with how I have been treated by *** ********* and Elite Restaurant Equipment. They have been disrespectful of my time and treated me rudely. Moreover, I was not once answered by Elite Restaurant Equipment without first having to hassle them for a reply. It cost me time and effort to make inquires and to obtain a written estimate as requested by Elite Restaurant Equipment, all during a very busy time of year for me. Although on their website they write that "Our goal here at Elite Restaurant Equipment is to make sure you are 100% satisfied with your purchase, which is why we take pride in the quality of our products and our friendly customer service", in fact I have been treated extremely poorly. I believe that my expectation to order, pay for, and install a sink that does not leak is a reasonable one. As a small business owner myself, I understand quality customer service, and I am acutely aware that I am not receiving it from Elite Restaurant Equipment. Additionally, I tried to write a review of the sink and note the lack of good customer service on the Elite Restaurant Equipment website, but my review was not posted. I believe this practice is unethical and unfair to consumers. I ask that Elite Restaurant Equipment pay for the cost of the sink repair. I appreciate your assistance in negotiating my complaint as I have thus far been unable to obtain assistance as an individual consumer. Thank you, ******* *****

Desired Settlement: I would like a full repair of my defective sink.

Business Response:

In reference to Case number *******. This was ordered by the customer on 4/*/13, the lead time on all of our made to order sinks are 7-10 business days, meaning once he orders, the Manufacturer makes them and ships it to us in 7-10 business days then we ship it to him, which the customer was told when he placed the order. The customer ordered on 4/*/13 we shipped it on 4/**/13 which is 9 business days, it shipped through FedEx with tracking number *************** and was delivered on 4/**/13. The customer called in to complain about damages, we offered to pick up the damaged one, and send him a new sink, he said he knows someone who can weld it and we should send him a check for the damages, we told him that we can file a claim and if its approved that's the only way we can send him any money for repairs, the claim was approved for $61.25 and we sent that check to him, FedEx does not pay out a lot for claims. The sink cost the customer $400, and he wants us to pay $180 to have it fixed plus $150 for a travel fee for the welding company. We asked him for a copy of the estimate from the welding company and he sent us a piece of paper that showed his name and address at the top and Dales Welding was scribbled at the bottom, with a price of $180, he did not send a legit receipt. When we asked for a number for Dales Welding he gave it to us, we called the number and it was for his wife's cell phone. After speaking to his wife we found out that he, ******* ***** is the welder for the welding company. At this point we told the customer we will pick up the sink and send him a new one. It is impossible for us to give him any additional money, for us to give him that much we will loose any profit we did make on selling him the sink. The customer was upset and did not want to send it back, he also stated he already fixed the sink, when the same day he said the sink is broken and he needs someone to fix it. It is impossible to deal with this customer, we sent FedEx out to pick up the sink, we even emailed him the return FedEx label, the return tracking number was ***************, and he still did not send it back. It seems to us that he wants us to give him money, if this was about getting a new sink, he would have sent the damaged one back already. This has been going on for more than 90 days,our policy is that we do not take returns after 30 days. We did our part in attempting to resolve this issue, by trying to pick up the sink and offering him a new one, he did not accept it and there is nothing we can do, it seems that he is trying to make a profit off of us.



--

Thanks,

*******

Business Response: This Customer has the PREPAID  FedEx return label we sent him, we even sent FedEx to his home to pick up this unit and he never sent it back. The Prepaid label he has is still good to use, all he has to do is send it back and we will refund him. It is impossible for us to spent so much for him to repair this unit.

Consumer Response: As I have stated several times previously, I am unable to send the sink back because of the extra time and expense it will cost me.  It is unfair to put this burden on the customer.


I strongly believe the damage to the sink was caused by Elite Restaurant Equipment's insufficient packaging of the sink for shipment.  There was simply not enough packaging material to protect the sink during transit.

I don't understand why Elite Restaurant Equipment made me go through the trouble to find someone to fix the sink if they aren't going to pay for it.  It doesn't make sense that they will pay to have it shipped back to them but not pay to fix it. 

They have never addressed my complaint regarding the poor customer service I experienced.  I thoroughly outlined the repeated poor customer service I experienced in my original complaint.  I am extremely upset by their accusations that I lied about who will be fixing the sink.  I deserve an apology for that accusation.

I want resolution to my complaint as soon as possible.  I feel this continued back and forth is not getting us closer to a resolution.  I have had to repeat the same statements on several occasions that were in my original complaint.

******* *****

8/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: An amazingly poor experience. Placed a small order for 8 items that was delayed and the proprietor, ******, lied to me twice about when the item would be shipped. When drop shipped from Winco it looked like the box was packed by a child. Of course, items were damaged. I am just going to throw the items away - no sense in calling and getting lied to once again.

Desired Settlement: Refund PayPal payment.

Business Response:

In reference to case number *******. This customer ordered on 5/**/13 the Items she ordered were from the Manufacturer Winco, we do not keep these items in stock we place the order with the Manufacturer after the customer purchase. The lead time on these items are 5-7 business days, meaning we order from the Manufacturer and they ship it to the customer within 5-7 business days, this item shipped in 7 business days with FedEx tracking number ***************. The customer never called to tell us anything was damaged we don't even have a phone number for this customer, she ordered on the internet and never filled out her contact info. If we were informed about her damages we would replace them, this was a very small order and a very popular item, Winco always have them available. The Customer never contacted us and she did receive her items on scheduled time.

 

Thanks,

*******

Business Response: This customer never contacted us and I have no emails from her, so much time has went by and we never received an email or a return, for us to replace anything we need a return and like this customer said she threw away our items, there is nothing we can do about this, it has been over 30 days. If she threw them away there is no proof that theses items were damaged anyway. If this customer wanted to resolve this situation she would have informed us that she received something that was damaged during delivery we would have advised her to return them and we would have contacted the Manufacturer to have them replace it. Too much time has went by for us to resolve this issues, if we go to the Manufacturer now they will not accept this, we do not keep these items in stock, we order from the Manufacturer and they ship it out. The same way she contacted the BBB she could have called us right away, but like she said, she is not going to bother, she will just throw them out, that does not sound like someone who wanted to resolve a situation.

Consumer Response: ****** ******** ******:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

They said they would replace in a recent BBB message.  Now it's no.  Please replace.

By the way, I'm a him.  You would have noticed this if you read the many unanswered emails I sent you.  That's why I contacted the BBB for the first time.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ****** 




 

8/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a refridgerated display case with castors installed back on Mar. **, 2013 which was received extremely damaged and not operational. After numerous calls to Elite it didn't get shipped until April **, 2013 and we didn't received it until May *, 2013. I noted on the weigh bill it was extremely damaged. I called Elite when it was received to report the damage. I spoke to ***** ********* at this time. The shipping company was called immediately and a claim form was sent to me. Since this time I have been trying to recover the monies paid to Elite or supply a new case and have yet to receive a commitment to anything. I have spoken to the following people: ******, *****, *******, *******, **** & ******* to no avail. When ordering I inquired about any additional charges as the advertising indicated free shipping and at that time ****** stated there would be no additional costs. Once the case reached customs I had to pay $249.73 before it would be released. It then made it to ************* when I was contacted and told there was an additional $230.00 to be paid before it would be sent to me.

Desired Settlement: Shipping charges and cost of castors which were not supplied as ordered, need to be reimbursed and a New display supplied.

Business Response: Email received 7/**/13 at 10:21 AM

Tracking information on this claim is listed bellow.

*** *** **** *** *** * ************
All issues with **** ***** are resolved.
If there is anything else we can do please let us know.

Thank you,
*******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Dear *****.  I opened this link to respond however, I was unable to enter my response on the site so here it is.
 
This was not settled to my satisfaction as I was told, by ******* ***** with Elite Restaurant Equipment, I would be compensated twenty to thirty percent for my troubles.  Also I have not received the castors for this unit.  I paid an extra $ 104.88 to have these installed and they weren't on the original unit nor the replacement.  Also,  instead of apologizing for the inconvenience caused to my business, customer service representatives were quite rude in the way I was treated. I was passed from representative to representative and even when I tried to speak directly to ******, I was told " he has just stepped out".  I had to pay the Brokerage fee when the replacement unit was sent to me as well.  The fee was $ 224.19 each time.
 
Thank you for your assistance in resolving this problem.
 
***** *****, Proprietor

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ***** 




 

Business Response:

In reference to Case number *******.This issue has been resolved with the customer, we picked up the damaged unit and sent them a new one, we shipped it with ***. The tracking info is ********** it can be tracked at ***********. The customer received this on 7/*/13. There was a long wait time for them to receive this because we had to negotiate with the shipping company on a claim so they can pick it up and reimburse us for the damages, the shipping company took responsibility for the damages, the customer received a Brand New unit. This was resolved with the customer.

--

Thanks,

*******

6/26/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a display case for my new business which was scheduled to open on or about May*. It was ordered and the money wired from my account on April **. I was told I should have the case in 7-10 business days and would receive some tracking/shipping info, which meant I should receive it by April **. A few days later I called since I had not received any tracking info and told it was going out I should have it by April **/May *. I asked the delay and was told these things come from the manufacturer, are rigorously tested and then crated for shipment so it could take a day or 2 either way of the estimated shipping date. On April ** my husband called again checking on the case and requesting shipping info. We were finally told it was shipped out that day or the day before and we should have it by May* or *. We finally received 2 emails with some vague shipping info on May **, but no info on delivery. After many phone calls and requests I was finally referred to ****** at Elite. She seemed to empathize with my dilemma was trying to find out where the case was. Her investigations found that the case was "crated" and ready to ship on April ** but did not go out until the ****, she also found the shipment had gone through Unishippers then to JP Express. She and I had both called them trying to get an idea of where it was and when it would be delivered. Through many calls and days I kept being put off saying it will be there Wed. or Thurs. then Thurs or Fri, then Fri. or Mon. Finally on Friday I was promised by ******, who said she had tried everything and this was the best she could do , and by shippers that it would be here on Mon. On Mon. I called to check on delivery and was told it would not be here until Tues because the shipper (a third company) did not deliver to my area except on Tue and Thurs. I was promised I would have it by noon. I called Tues May * to see when it would be delivered and was first told the case was delivered on May*, then with further checking told it would be delivered to me that day May * before 4 pm. The case finally arrived at 4:20 and was damaged. I called Elite, they asked if it was fixable I said I was sure, but the front corner was smashed and shelves (left on brackets in the case) had collapsed into the bottom and on top of lights. I was debating whether to refuse it and send back when asked by Elite to check if it worked when plugged in. The truck driver said he could not wait that long and needed to either load it back up or leave. I decided I had ordered a NEW undamaged case and so I wrote damaged/refused and signed the slip. I then told an elite rep that I wanted money back in my account first thing wed. morning so that I could get a new case for my business asap. They gave me much run around about not being able to that so quickly and seeing the case, etc. etc. I then emailed them pictures of the case. On Wed. morning my husband called Elite to see how this could be resolved. They then promised him a new case would be sent out Wed. or Thurs and I should have it in 7 days. Thurs. May * we call to check on shipment and get tracking numbers and were told that they would not ship a new one until they received the old one, which would probably be Mon. ( not sure how they think it can get back to NY so quickly when it took so long to get here in the first place). I could have called a place in Denver on Wed. May * and they would have shipped me a case they happened to have on hand (not exactly what I want was spot as built for case I ordered from Elite) and I would have had it by Mon. May **, but I need my money so that I can do something. I need a case to open my new business. I am a very small business in a very small town with limited resources, opportunities and availability. I have many emails, phone records and pictures to verify all these things....Elite should have recordings on the calls, as they say when calls are answered that they may be recorded. My fear is that they only have recorded a few calls where we did say some heated things out of our frustration and not all the calls.

Desired Settlement: I need an IMMEDIATE REFUND of my money so that I can get a display ordered and get it here as soon as possible. My funds are limited and by having over $2,000 tied up by Elite I am unable to get things moving on my business. That is the best case scenario, second would be for Elite to send my a new case in new undamaged condition in a very short amount of time.

Business Response:
We refunded this client in full. This problem is resolved.


Thanks,
*******

6/12/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered a table and wheels on 4/** an received a Fedex tracking number the following day. Checking status on 4/**, the items hadn't yet shipped, so I emailed the company for an update - turns out that none of the email addresses on the website are valid and all emails I sent were returned (domain is *********** ....). So I then started to call the company - speaking to different CS staff (*******, *******, ....), who were all unfailingly polite - unfortunately, the information that they were being supplied by the 'warehouse' was invariably unreliable. I was told many times that the items shipped, when they hadn't (per Fedex). I was then told that the tracking number was wrong and received another. The table finally arrived 3 weeks after placing the order - if I'd been told that date in the first place, it would've been acceptable; all the lies and misinformation are the problem, As of today - 5/** - the wheels for the table still haven't arrived and I've been through the same song and dance in terms of Fedex tracking numbers that are wrong and stories being told by the company - they now say that the wheels are being shipped direct to me by the manufacturer and that they'd get me a tracking number; I waited a day and the promised tracking number didn't arrive, so called again and was told the wheels have been shipped and I will have them this week. I have no reason to believe them and would already have cancelled the balance of the order, but I doubt that I could rely on getting a refund in any sort of timely fashion. I have called the company 12 times to try to get updates since I originally ordered and the only common thread is that what I was told each time couldn't be relied upon.

Desired Settlement: I just want a) the balance of the order and b) to have a record of this company's actions on file with BBB

Consumer Response: Better Business Bureau:

I finally received the set of casters that I'd been waiting for to complete the order, but they weren't the correct ones. To Elite's credit, they did then ship the correct replacements, so my order is complete. I would still like the complaint re poor service to remain on your website - is that possible?

Sincerely,

**** *****



 


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