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A BBB Accredited Business since
BBB has determined that Wine Racks America, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Wine Racks America, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Jeff Ogzewalla, Owner Ms. Jacquie Lipp, Customer Service Man
Wine Storage Equipment
360 N 700 W
North Salt Lake, UT 84054 (888) 373-6057 (801) 936-5200 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (801) 936-5200(Phone)
Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: Door arrived with severe damage on right door frame. Photos sent to WRA with request for replacement frame only. No response,calls unanswered Ordered Tuscan Wine Celler door using my VISA for the total price of $2,298.00 (knotty Alder-Early American) Product ID: WRADOORT-EAM with casings classic ID:WRADOORCAS711, Hinge color ID:WRADOORHNG, Door swing in to left ID:WRADOORSWG-IL on April 15 last. Door arrived well packaged with no visiable damage via freight ON 9 may last. On opening crate severe damage was noted on right side of frame that doors sits in when installed. The damage resulted when whom ever attached that side during mfg. torqued one of the screws so tight it caused the wood to split about 18 inches from the screw downward. I tried calling and talked to different people each time. One person stated her name was "*****" stated she was customer service and did receive my email and photdographic atachments showing the damage. I never heard back from her so began calling again and talked to a sales person that stated he was aware of my email but did not knnow what was going on. I called again and talked to a MS. **** whom I believe was the person that handled my sale. She put me on hold for a long time then stated somthing about the piece was being finished but did not no anything else. That is the last I heard and now no one will answer my calls. (I have over $30,000.00 worth of wine setting in my garage that I can not afford to loose because this business will not send the door part that will allow me to finish the wine room and turn on my cooling unit.)
Desired Settlement: I most respectfully request the replacement door frame be sent as I requested of the people I talked to ASWAP over night. I will hire a qualified person to put it togeather. If that is not a solution, send me another complete door and I will send this one back in the case at their cost. Or, if the company wants to credit me back $500.00 on my visa,I will hire and have a carpenter build a piece using the fractured one as a model. If they want me to do all that, have them send me some stain and what ever they use to finish the alder. I have got to get this wine into the cool area.
Business Response: Business' Initial Response /* (4000, 15, 2013/07/02) */ Please see attached for response & supporting documentation. Thank you. Consumer's Final Response /* (4200, 17, 2013/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) WRA Exec. Admin. has given false information to BBB re: this case. 1. Neither broken/damaged parts were received as stated in memos from WRA or those they used to transport. They were days/weeks late in delivery. 2. The Mfg. that shipped a door that was damaged in the mfg. process had to know the damage existed the moment the jams were screwed into place. That mfg. went ahead and packaged and shipped the door knowing full well it was a damaged product. WRA seems to trust that mfg in another state to mfg., package and ship their product with no care in product condition or quality control. BBB has the photograph evidence showing the poor quality and damaged door. The only thing WRA has been willing to do is put this customer in a loosing position with a terrible damaged door that cannot be used as a wine door, and left with no one to repair,fix, or finish the installation. No one I have contacted to do any repairs on this door will touch it for fear of having some liability. I suggest WRA send one of their own door people either from CA. or UT. to remove this door and refund our money so we can find a company to install a wine room door that will function as such. Either that or send an undamaged door with their own installer to get the job done. Either is a fair, just and honest solution. In light of the fact that as a result of all the delays caused by WRA it pretty much negates their so called warranty. BBB now wants $75.00 to proceed?? OK, BBB lets proceed. Where do you want the $75.00 sent to? You seem to be on a first name basis with some of the WRA people. Interesting! Let me know what WRA is willing to do to make this right. **** ***** Business' Final Response /* (4000, 19, 2013/07/15) */ July 15, 2013 RE: Case #XXXXXXXX, **** ***** Mr. ***** purchased a door from Wine Racks America on April 15, 2013 that was shipped to him and delivered via common carrier on or about May 9th. Upon uncrating the shipment, we understand that there was damage to the door jamb as reported to us on May 10th. Pursuant to this, we requested that replacement parts be sent as quickly as possible. Our records indicate that the replacement jamb leg was manufactured and shipped on May 20th with a confirmation of delivery under Fed Ex Tracking #XXXXXXXXXXXX on May 24th. In a telephone discussion with Mr. ***** on June 10, 2013 he indicated that he had received the piece but that his installer had opted to glue and repair the old jamb rather than use the new part. However, he was still unable to have the door installed as the mechanical auto-bottom door seal did not appear to be working properly. A new door bottom was mailed to him the same day via USPS under tracking #XXXXXXXXXXXXXXXXXXXXXX. This piece was confirmed to be delivered on June 21st. We understand the frustration of noting damages to any item once unpacked and having to wait for replacement parts to arrive. However, we note that there have been no complaints in the condition or quality of the door itself as these problems have been limited to trim and hardware and we do feel that Wine Racks America has acted in good faith to resolve any and all concerns promptly and upon notification. As a gesture of customer goodwill, Wine Racks America would be more than happy to extend a full refund (waiving the restocking fee) should Mr. ***** decide that he wishes to return the door rather than pursue remedies under his Limited Warranty. Alternately, we would be willing to extend a cash settlement of $799.60 to Mr. *****, which is the equivalent of 40% of the purchase price of the door (less shipping).
|2/14/2013||Problems with Product/Service|