We are now in the seventh week trying to get AllSouth and ULine to replace a new refrigerator that has been proven to be faulty. It has a digital setting for 34 degrees and the literature states that it cools to 34, however extensive testing shows that it does not cool, and only gets to 39-40.
I spoke with *** the manager on Wed and Thur Nov 4 & 5th. He finally confirmed that they had gotten a new one in and they were going to test it and get back to me in a couple of days. Over a week later on Friday Nov 13 I sent a long email asking why I had not heard from them in over a week. I also reminded them that this had been going on seven weeks and referenced a long email thread that went back a few weeks where I stated that this was totally unacceptable. I stated that it is now way beyond totally unacceptable and that I was going to pursue other avenues for resolution. I still have not heard anything from ***, he had his sales staff **** contact me. That is not even courteous.
This is part of a brand new construction/installation. This is an under-bar refrigerator and extensive cabinetry was designed and built around this product truly being an under-bar refrigerator. The designer recommended AllSouth and their product lines. If they cannot provide the product that they claim, then there will be MAJOR expense incurred to tear everything out, redesign, new cabinetry, and product from some other company that can deliver an under-bar refrigerator. I will hold AllSouth responsible for this.
Customer presented us with dimensions and we located refrigerator that would fit in the opening ,given dimensions the options are very limited.
Upon approval from customer on make and model, we delivered refrigerator to job site on 8/14/2015 as previously agreed upon date.
On 10/01/2015 we received a call from customer stating refrigerator is not cooling . We sent a technician the next morning on 10/2/2015. Technician found refrigerator cold and cooling like any other natural convection type refrigerator.
On 10/05/2015 customer called back, stated that refrigerator is not cooling again. We sent two technicians to the residence the next day on 10\06\2015. Upon complete inspection and measurement, the refrigerator did turn off cooling at preset temperature at the point of cavity thermistor. Upon talking to a customer and listening to their complaint technician explained how unit needs to be tested and where temperature needs to be taken and that temperature inside refrigerator will vary by placement of the sensor . As per customer request, we adjusted temperature offset by two degrees.
On 10/16/2015 Customer contacted us and expressed dissatisfaction with product stating that his beverages are not get cold enough . We assured customer that we will do everything we can to make the product work as it was designed to work by manufacturer and if we have to replace the unit we will. We immediately contacted manufacturer representative and were awaiting their response.
On 10/19/2015 we still did not get answer from manufacturer so we contacted them again and requested the authorization to replace product. On 10/22/2015 manufacturer representative contacted us and told us that they will contact our customer directly. On 10/26/2015 customer contacted us that they still did not hear from manufacturer, so we inquired with them again. On 10/27/2015 we ordered a replacement unit even without manufacturer approval . On 11/10/2015 replacement unit arrived at our store. We contacted customer and after discussion, we proceeded to test the unit to be sure it is cooling as it should .
On 11/17/2015 customer generated BBB complaint and input as their Desired Resolution : Quote: "they cannot provide the product that they claim and that I will have to get a product from some other company that can deliver an under-bar refrigerator. I will hold AllSouth responsible for this"
We delivered exactly the product that was ordered on time without any delays , we sent technicians to see and remedy any problems immediately as soon as the customer complained (very next day) .
On 11/21/2015 after reviewing the BBB complaint we contacted customer and he would not accept product replacement or full refund. Customer stated, (he will) "let us know once he decides what he expects from our company ."
(The consumer indicated he/she DID NOT accept the response from the business.)
I received this response from the BBB on Thanksgiving Day???
This response is merely a chronological recount of what we have been through with AllSouth, and there are some inaccuracies in how it is presented. Please note, there is not a SOLUTION presented. It is only a calendar with no solution. They have not found a unit that can cool evenly or to a "refreshing temperature". (to quote them) There is no evidence that they have even tried to find another unit that works properly. They made no mention of that in the response at all. They are hoping that we will accept a ULine unit that they have shown with their own temperature experiments does not work well. That can be demonstrated best by me forwarding the email thread that has been generated over the last several weeks.
The ULine website shows photographs of this unit packed completely full. They state 57 bottles or 92 cans. On one of their service visits we had approximately 30 cans in the unit and they tried to double talk my wife into accepting that we had too many in the unit, more than it could cool. The ULine website also states "Maintains temperature to within 1 degree F of the set point to maximize preservation". AllSouth's own temperature experiments have proven this is not true but of course they do not acknowledge that in their response. Again, that will be best shown to BBB by me forwarding the email thread that has been generated. In that, they state the results of their experiment and my response to that, which they never responded to. So, please let me know an email address that I can forward this information to.
If this was a $150 under cabinet refrigerator, I might be willing to accept poor performance, but they charged $1500 for this unit! In fact, I have some $150 under cabinet refrigerators in other locations that do work very well with no problem.
Final Business Response
Dr ****** and AllSouth have been working together to find a solution. Both parties have been in continuous communication and it is just a matter of time that we will have a resolution.