Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/22/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Everest Ice and Water Systems, LLC for false advertising, misrepresentation, and failure to provide functional equipment. On January 27, 2023, I purchased two VX4 ice and water vending machines after being told through their ads, website, and sales staff that the machines worked flawlessly, produced clean water with a five-stage filtration system, and generated about $3,000 monthly income.The machines arrived on June 2829, 2023 in non-working condition with water leaks, low ice levels, missing screws, and poor water quality. Everest required me to hire my own technician to troubleshoot. Testing confirmed the filtration system failed, and Everest later told me to install a Reverse Osmosis system, contradicting their advertising that it wasnt needed. I spent additional money, but the machines still performed poorly.When I requested to return them in August 2023, Everest refused, claiming all sales were final and demanded a 30% restocking fee. Due to ongoing issues and almost no sales, I could no longer make payments, and the financing company, ********************, repossessed the machines on July 12, 2024. I am still being asked to pay for equipment I no longer have.I believe Everests advertising was deceptive and caused severe financial loss. I request BBB assistance to obtain release from remaining financial obligations, reimbursement for losses, and an investigation into Everests business practices to protect other consumers.Sincerely,******************************************

  Business Response

  Date: 10/31/2025

  Everest Ice and Water Systems appreciates the opportunity to respond and regrets that Ms. ******* experience did not meet expectations.
  
  Two VX4 units were delivered in June 2023 and commissioned in early July. One required a minor part replacement that was completed promptly. Both were verified to be fully operational by July 21, 2023.
  
  Everests marketing and sales materials do not guarantee or promise specific income. References to potential earnings are based on examples from successful operators, and it is clearly noted that results depend on factors such as location, maintenance, pricing, and marketing efforts. At no point did Everest or its representatives state that each machine would generate $3,000 per month.
  
  When water-quality issues arose, Everest escalated testing to Pentair, the *** filtration manufacturer. Pentair confirmed the problem stemmed from the incoming water supply (sediment 483 ppm) and recommended a softener and reverse-osmosis systemequipment not required under normal municipal conditions.
  
  Although the one-year parts warranty excludes labor, Everest exceeded contract terms by providing multiple troubleshooting sessions, installation guidance, and over $1,000 in goodwill credits. Everest fulfilled all warranty obligations, acted in good faith, and remains committed to transparency and customer success.
  
  Please note that financing and repossession were managed solely by the independent lender, ************, since it was an arrangement solely between Leaf and Mr. *******

  Customer Answer

  Date: 10/31/2025

   
  Complaint: 24049826
  
  I am rejecting this response because:

  I disagree with the businesss response. Their statements do not accurately reflect the facts of my experience. I maintain that Everest Ice and Water Systems made marketing representations that materially influenced my purchase decision and that the machines did not perform under normal municipal water conditions.
  
  Misrepresentation of Performance and Profitability
  Everest states that they did not promise earnings and only shared general examples.
  However, Everests own marketing language explicitly promotes profit expectations and performance outcomes.
  
  Examples of Everests published claims (submitted as evidence):
  A poor performing Ice & Water Vending location can produce a return on your investment in as little as 23 years! A typical location in 12. Home run locations even less!
  You can sell [ice] for $2$3 on average. Thats up to 98% gross margin! Over *****% *****up!
  
  These statements reasonably imply:
  predictable profitability
  strong margins
  reliable operation at typical locations
  Everest did not provide any disclosure during sales conversations that machines may never produce sellable product or generate revenue.
  
  Plug-and-Play Representation vs. Actual ************************************** markets the machines as:
  easy to place, easy to install and easy to operate
  operating on standard municipal water
  requiring only 30 ********* and routine maintenance
  At no point in sales discussions or published marketing was I informed that municipal water could render the machine inoperable and require additional expensive filtration systems such as reverse osmosis.
  This contradicts the sales narrative and suggests a failure to disclose known operational limitations.
  
  Water Quality Issue
  Everest claims the issue was due to municipal water supply sediment and recommends additional systems.
  Important context:
  ************ were advertised and represented as plug-and-play for standard municipal water.
  My installation used standard municipal water, and Everest did not disclose any requirement for reverse-osmosis or additional filtration equipment during the sales process.
  Requiring expensive additional equipment contradicts the sales representation and expected use case.
  
  Everests statement that these additional systems were not required under normal municipal conditions conflicts with the fact that my system was installed on normal municipal water.
  
  Machine Function and Timeline
  Everest asserts both machines were fully operational by July 21, 2023.
  This is not accurate based on my documented experience. My actual experience was persistent malfunction and unusable products.
  
  Facts:
  From delivery onward, the machines repeatedly failed to produce clean sellable water and ice.    
    Multiple service calls occurred after that date.
  Machines continued to produce unusable and unsellable product
  Despite troubleshooting and parts replacements, consistent functionality was never achieved
  ************ never remained operational long enough to function as a business or generate income.
  
  Income Claims
  Everest states no earnings guarantee was made.
  
  While no formal contract language guaranteed earnings, the sales presentation and verbal discussions implied expected performance and referenced typical earnings of ~$3,000/month per machine. These representations were material to my purchase decision.
  
  Warranty and Support
  Everest notes goodwill credits and troubleshooting support.
  
  Despite these efforts, the machines never produced sellable product or consistent operation. Providing support does not change the outcome. ************ did not function successfully for their intended business purpose.
  
  Financial Harm
  Everest states that financing was solely between me and LEAF Capital.
  
  Equipment failure rendered me unable to operate the business or pay financing.
  Repossession occurred solely due to machine non-performance. While financing is technically separate, the default is a direct result of Everests performance failures. Everest misrepresentations directly caused financial harm.
  
  Requested Resolution
  I am not satisfied with the response.
  
  Requested remedy:
  Refund for the machines and financial losses caused by non-functioning equipment that did not operate under normal municipal conditions as represented.
  
  I request BBB to keep this case open.

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

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an ice machine from Everest Ice and its been nothing but problems! The machine is now no longer making ice and its a new machine! Everest customer service is horrible and impossible to get in touch with. Someone was supposed to call me from Everest Ice to discuss my issues and problems with the machine but never called! They had no problem taking my money and selling me the machine but want to ignore me and drag their feet when there are problems!

  Business Response

  Date: 09/08/2025

  We are sorry to hear about this customers frustration and want to reassure both the customer and the ******************** that their concerns have been taken seriously. At the time this complaint was submitted, our service team was already on the phone with the customer, and since then, multiple follow-up calls have been completed to provide assistance.

  
  Everest Ice and Water Systems is committed to supporting every machine owner with reliable service, and we remain in active communication with this customer to ensure their machine is back in proper operation. We regret any inconvenience theyve experienced and appreciate their patience as we work to resolve the issue.

  
  Our team is available seven days a week and can be reached directly at ************** for any additional service needs. We are confident this issue will be fully resolved and that the customers machine will continue to provide reliable performance moving forward.

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First purchase deposit done in October 2022, total paid off in April 2023, total payment was $48,000. Manufacturing was to take from October to April with a planned May Delivery.Everest Ice was unable to provide credit card or cash processing for the machine which was to reside outside of the US. From January to April they presented a solution that I accepted only for me to learn that it was a fraudulent option that would have amounted to money laundering had I accepted. I was told that staff was no longer with the company. After that I was introduced to Nayax a company which Everest used to manufacture their card reader systems for the ice machines. This was of course after I had paid in full for the machine when Nayax made it clear they had no solution nor were they willing to create a solution for the card reader on the machine. As quoted, it was too expensive to consider.This knowledge gained by myself and it seems Everest Ice at the same time I now sit here in November 2023 writing as I have come to a dead end with finding a resolution with Everest Ice. I have been told of my $48,000 if I want to cancel the order I can accept a 30% deduction fee otherwise I can take delivery of a machine that is incomplete and unusable for my application. I have been sold a machine that has never worked outside of the US in an extraordinarily deceptive way. Having joined multiple groups on the social media world of owners I can now say that my issue is not isolated. This is a Ponzi Scheme, a company with excellent marketing and sales and very little engineering or technical ability. In simple terms I am seeking a refund for a machine that Everest has manufactured and has been sitting (by my assumption) at their site since April 2023.

  Business Response

  Date: 12/19/2023

  We're sorry for any misunderstandings that *** have arisen. Nonetheless, we find it necessary to refute your claims of a "Ponzi" scheme and deceptive practices. Our dedication to ethical business conduct has been consistent and transparent in all our interactions. Unsubstantiated claims like these are taken seriously, as they affect our reputation, and we reserve the right to take legal steps if needed to address such demonstrably false allegations.
  
  From our first discussions, Everest employees made it clear that providing currency processing solutions outside the US was not within our service scope. In our conversations, we made it clear that should you choose to use your machine internationally, managing credit card, coin, and cash processing would be your responsibility since Everest does not offer credit card processing solutions outside *****************. We advised you that this would involve coordinating with an external provider or providing your own solution. Everest could not have been any clearer in communicating all this to you, and you agreed to provide your own credit processing solutions. You acknowledged this and moved forward with the purchase of your machine. All of this is well documented in email and phone communications. could not have been any clearer in communicating all this to you, and you agreed to provide your own currency processing solutions, and moved forward with the purchase of the machine.
  
  Despite these challenges, our commitment to support you with your purchased equipment remains strong. The machine is ready to be delivered to the ******* delivery address you provided, awaiting your confirmation. We greatly value our customers and are always willing to explore further solutions to enhance your satisfaction with our services. We invite you to contact us to discuss how you would like to move forward.

  Business Response

  Date: 12/19/2023

  We're sorry for any misunderstandings that *** have arisen. Nonetheless, we find it necessary to refute your claims of a "Ponzi" scheme and deceptive practices. Our dedication to ethical business conduct has been consistent and transparent in all our interactions. Unsubstantiated claims like these are taken seriously, as they affect our reputation, and we reserve the right to take legal steps if needed to address such demonstrably false allegations.
  
  From our first discussions, Everest employees made it clear that providing currency processing solutions outside the US was not within our service scope. In our conversations, we made it clear that should you choose to use your machine internationally, managing credit card, coin, and cash processing would be your responsibility since Everest does not offer credit card processing solutions outside *****************. We advised you that this would involve coordinating with an external provider or providing your own solution. Everest could not have been any clearer in communicating all this to you, and you agreed to provide your own credit processing solutions. You acknowledged this and moved forward with the purchase of your machine. All of this is well documented in email and phone communications. could not have been any clearer in communicating all this to you, and you agreed to provide your own currency processing solutions, and moved forward with the purchase of the machine.
  
  Despite these challenges, our commitment to support you with your purchased equipment remains strong. The machine is ready to be delivered to the ******* delivery address you provided, awaiting your confirmation. We greatly value our customers and are always willing to explore further solutions to enhance your satisfaction with our services. We invite you to contact us to discuss how you would like to move forward.

  Customer Answer

  Date: 12/21/2023

  Attachments added to complete reply. 

  Customer Answer

  Date: 12/21/2023

  Reply attached.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20823932
  
  I am rejecting this response because:

  Thank you for your efforts and reply to this on-going matter, I greatly appreciate your assistance and help in communicating with Everest Ice and Water Systems. I value few things more than integrity and ethics and this process has been a testament to that along with over a year of patience.

  In order to hopefully wrap this up and work directly through you for a resolution I will produce a timeline of communication in response to the reply from the company. Thus far I have received your reply and a reply directly from the Everest Attorney ******************************* Attorneys and Advisors, *********************************. This message was a Cease and Desist that is threatening me if I do not have you remove this communication from your website immediately I will be targeted for legal action. We have unfortunately struck a nerve at the company rather than trigger a resolution; I wish to also state that the claim of the Ponzi scheme is from Everest ************ groups that I have subscribed to with hundreds of owners hoping to find solutions to this situation prior to writing the Better Business Bureau. This was the sentiment among many members/owners during discussions about the machines.

  To start from the very beginning then, here we go.

  I met Everest at the ******************** of *********** Stores (NACS) Show in Law Vegas on the first week of October 2022.

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

  Business Response

  Date: 01/11/2024

  **************************,
  
  While I appreciate your response, it appears you have neglected to include MULTIPLE emails where you were told, in no uncertain terms, that Everest does not support Credit Card Processing in *************. Everest informed you before you made the purchase and no less than three times in writing before your 7-day right to recision had elapsed that we do not provide Credit Card processing in *************, and that if you wanted it on your machine, it would be your responsibility to source the vendor and you made the decision to move forward with your purchase. All of this is outlined quite clearly in the full email chain we have attached to this response.
  
  In light of this evidence, we fully expect that you will remove this complaint.
  
  We find no joy in any of this. We don't wish to be forced into arguing this in public or defending our reputation on this forum. Everest also does not want to have to send you a Cease and Desist letter, but you've forced us to use any legal means necessary to defend such demonstrably false and damaging claims regarding your interactions with our company. We cannot allow this forum to be used in an attempt to obtain a refund on a custom-ordered piece of equipment when our company has been crystal clear from the start. 
  
  We will continue to help you in any way possible to find a Credit Card processing partner that will fill your needs. We want you and all our owners to be sucessful and are ready to assist you to that end in any way we can. Your machine is ready to ship at any time you are ready. Please let us know how you would like to proceed by contacting our ****************************** We appreciate your business and are standing by to assist you. 

  Customer Answer

  Date: 04/15/2024

  I have finally come to an agreement with Everest Ice to initiate the refund of 70% of what I paid with the caveat that the following is added to the post I initiated in 2023. I would like to ask for your assistance in adding this to the thread as it is closed, and I am unable to comment further on the thread. Your assistance is greatly appreciated and the ladies copied are awaiting this post to initiate the 70% refund.

  Customer Answer

  Date: 04/15/2024

  After reviewing all of the emails and correspondence with Everest, I acknowledge that, on multiple occasions, Everest communicated that I was responsible for finding and implementing a solution that would allow my machine's credit card payment system to function internationally.  Before purchasing my machine Everest told me that it was unable to provide credit card or cash processing for a machine located outside *****************.  Everest also told me that the machine would only accept ************* bills and coins.

   I would also like to retract my previous statements made on BBB stating that Everest is in any way associated with a Ponzi scheme or anything illegal. I made that statement out of frustration and it is not true.  I would remove my comments, however the BBB does not allow me to delete my previous  comments.

   Everest is a reputable company and while my international situation was less than ideal, Everest was not at fault.

  Best regards,

  ***************************;

• Initial Complaint

  Date:08/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received machine on 7/18/2023. The machine was damaged and had tilted when received. The ******** unit screw was somehow stripped, broken, and silver cover is not on correctly due to that defect. The silver foil apart of ******** has been damaged. A black cover for ******** was replaced and it too was received damaged. Rust was on a portion of machine and advised by technician to paint over it. Basecamp has been down for a week. Was told they are sending out Hello Thing parts and are taking several days to arrive. The machine was not taking bills or vend coupons and was sent a replacement. With replacement the bill collector is taking bills however, not taking vend coupons. The credit card reader was taking customers money and not providing a vend. Now customers are receiving bags not filled to 10lbs as advertised and the ice is melting quickly. There is no sense of urgency. This is cause a bad reputation for my small business. Also, customers would rather go to the gas station verses coming to Everest machine that may rip them off. This machine was $47,995.00 and is performing like a lemon. There is absolutely no way a machine of this amount should have so many problems brand new. It should've been disclosed that the the machine has multiple failures and requires knowledge of a technician to keep the machine running. I am not a properly trained technician and was not expecting to complete this type of work. Everest does not have videos to give step by step instructions on how to repair the issues of this machine. This machine is quite complex and if this information was disclosed then I would not have invested my hard earned money into this company and machine. It was sold as simple, plug in machine, and it will function properly. However, that has not been the case. I have been emailing practically daily regarding problems with this machine. Again, customers are upset about their purchases and so, am I because this is not how I operated as a business owner.

  Business Response

  Date: 08/07/2023

  First and foremost, we want to express our deepest apologies for the issues you've experienced with our machine, its shipment to you, and the subsequent impact on your business reputation. It's abundantly clear that your experience has fallen short of the high-quality standards we strive for, and for that, we here at Everest sincerely apologize.
  Your detailed feedback is invaluable, and we genuinely want to make this right for you. We completely understand your concerns and frustration, especially given your significant investment in our machine. We pride ourselves on providing top-quality products and support, and it's evident due to the damage the machine has taken in shipment, we need to catch up in this instance.
  We would appreciate the opportunity to discuss this matter directly with you, so we can find a suitable solution and address all the concerns you've raised. Our top priority is to ensure that your machine operates as promised and that you are satisfied. We will be reaching out to you directly so we can resolve these issues promptly.
  Again, my sincerest apologies for the inconvenience and distress this has caused you. We are committed to ensuring that we rectify this situation to your satisfaction.
  
  

  Customer Answer

  Date: 08/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the machine is still not operating correctly. I am afraid if a Band-Aid is placed on these issues, eventually it will come off, and will still have to deal with a faulty machine even after warranty has expired. The machine has shut down again and had to power down the machine. This is hurting my reputation as a new small business. Customer are not going to depend on this machine operating if they continue to pull up to an "out of order" sign. Again, this is a new machine and having too many technical difficulties. I am not a experienced technician and was not advised the type of technical knowledge is needed to maintain a machine. I am in jeopardy of loosing the location for the machine because the business owner does not want bad publicity associated with his business. Had complaints again about ice dispensed is melting when it is initially dispensed. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 08/10/2023

  I have concerns about this rejection of response. We responded that we are going to be communicating directly with her to fix the issue and she is rejecting our response to communicate directly with her to fix the issue. Is this allowed?

  Business Response

  Date: 08/10/2023

  Date Sent: 8/10/2023 9:06:28 AM
  I have concerns about this rejection of response. We responded that we are going to be communicating directly with her to fix the issue and she is rejecting our response to communicate directly with her to fix the issue. Is this allowed?

  Customer Answer

  Date: 08/10/2023

  
  
  Complaint: ********
  
  
  Was it allowed for you to contact me before a response was even submitted. Thought that was a follow up from a call I received from Tierra last week in which she too was informed of that the issues.  They have persisted. No sense of urgency or concern. I contacted Everest yesterday evening about the issue of machine shutting down and still no one has responded. I called yesterday a message was sent to your tech team, sent email,  called again this morning left a voicemail, and still no response.  I am making absolutely no profit to even cover any expenses as mentioned in your videos. On top of machine not working, I am taking a tremendous loss here financially and in a financial bind to even pay bills. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 08/17/2023

  Everest sent a technician from their company to check the machine. The issue is with the ******** machine that actually makes the ice. One of the fans is not working and keep in mind this is a brand new $47,995.00  machine. The machine went down again today due to the machine getting too hot. I have given Everest the opportunity to fix the issue with my machine. The issue still has not been rectified. A ******** tech still has not been scheduled to come fix the machine. I would like to call it quits on my end and say I tried. I am requesting a full refund of my money, for your company to have the machine picked up from the current location, and returned to your facility. I was asked by an Everest technician to purchase a 550mm Industrial Ventilation Metal Fan Axial Commercial Air Extractor Exhaust and have it installed by an electrician. This is not something an investor should be required to complete. This machine should’ve already come with this type of equipment in order for your machine to function properly. I have spent too much of my hard earned money for the machine to function as explained in Everest promotion videos. I have lost customers due to the malfunctioning of your machine. This is a manufacturing problem. I am taking the hit financially, not Everest. 

  Business Response

  Date: 09/04/2023

  Thank you for allowing us to address the challenges with your Everest VX machine's ******** unit. We know that any equipment issues can be disruptive, especially for products crucial to your daily operations. In this case, shipping damage led to a few issues that required attention. 
  
  
  Our technicians, along with an authorized ******** service provider, have inspected your machine and replaced the faulty ******** component at no cost to you. It has now been fully operational for the past four days. Everest machines come with a 3-year parts and labor warranty on ******** units, offering you peace of mind. Although this was an issue with the ******** component, we coordinated closely with ******** to ensure timely resolution. 
  
  
  We're committed to standing by our products and offering you ongoing support. We appreciate your trust and are here to provide quick and effective service. Should you encounter any further issues, you can reach us via our direct service line at ***** ******** or by email at ******************************.

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought an Everest water/ ice machine for our gas station in the PNW. When purchasing we explained the extremes in cold temperatures in the area we are located. They advised us that this machine can with stand temperatures in this area as long as we purchase the winter package. We purchased the winter package. When we received the machine, there was damage to the machine. We examined the machine for damage, and realized there is one small piece of insulation foam on one side of the panel. There is no way that it will keep the machine warm enough to not have the pipes freeze. Due to damage of the machine we returned the machine nov 22. It was picked up since then we have had minimal communication. They now have the ice machine as well our money. We can not get responses. The company has not responded timely to any requests

  Business Response

  Date: 02/22/2023

  Hello,
  I apologize for the issues and I totally understand where you are coming from. Regarding the winterization, to prevent these misunderstandings, we explain to all customers in BOTH our Sales Agreement AND our Owners manual that you will need to place a heat source inside the machine or drain the water out if you decide to install it in a location that will be exposed to extreme cold. The "All Seasons" package does not include a heat source, again as outlined in the documents you have. You signed BOTH of these documents and certified that you read them.  We explain in the manual and in various other documentations your responsibilities as a machine owner and the capabilities of a machine that contains water if placed outside in a location where temperatures fall below freezing.
  
  Your machine sustained superficial damage in shipping and Everest started the claims process on your behalf, began the repair process, and offered to store the machine at your request until spring at no charge. You then stated that you wanted to return the machine, even though you signed BOTH the Sales Agreement AND our Owners Manual, which state clearly that all sales are final and returns are not accepted. We have responded to you at every step, and you have multiple points of contact here at Everest so your claim that we're not communicating seems to be that you're just not getting the answer you want. Again, this is why we outline everything in writing and have it signed so that there's clarity from both sides as to what's expected so we can avoid this type of misunderstanding. We stand by to return your machine to you when you are ready, to assist you in any way possible,  and will respond to any communication as always. Please let us know how we can further assist you.
  
  

  Business Response

  Date: 03/06/2023

  As a company, no member of our team communicates to any prospective buyer, at any time, that our machine will operate at below-zero temperatures without a heater being installed. This is beyond what physics would allow. Using your home as an example, no matter what insulation you have, you still require a heat source to maintain interior temperatures above freezing. We also do not tell any customer that we provide a heat source of any kind with the machine at purchase or claim that we "heat tape" any plumbing that is external to the machine. We do not sell a heater to any customer and we do not offer any heaters for sale in our online store. Again, to prevent this type of misunderstanding, we require all of our customers to sign multiple documents that explain clearly that if you decide to operate an Everest machine in below-freezing temperatures without the addition of a heat source, damage to the machine can result and that you will be responsible for that damage. You signed BOTH of these documents. 
  
  We have hundreds of Everest machines that operate in below-freezing temperatures with customers that add their own heater as we instruct them to do. Yours would have as well. However, your machine did not freeze. You made a decision before even installing the machine that you simply wanted to return it. We did not provide a "definitive response" to your sudden request for a refund because we do not accept returns as all sales are final. Again, we clearly communicate this in the two documents that you signed at purchase. You have a copy of BOTH of these documents that were emailed to you the moment you signed them. If you cannot locate these documents, please feel free to ask and we'll send you another copy. 

  We are sorry that you had some minor damage that occurred in shipping. Everest has worked to take care of that for you and your machine is ready to ship. We've offered you a settlement that makes you more than whole even though the damage was superficial. An offer you have already accepted. We've gone above and beyond what we're required to do, but we want to resolve this issue to your satisfaction. 
  
  We certainly don't want you to be upset for any reason. It doesn't make us happy to have to remind you of your commitments as a response to a complaint in a public forum. All we can do as a company is be crystal clear in our communication of both our responsibilities to our customers and the operational requirements of our equipment, and back that up with documentation so that misunderstandings like this can be avoided altogether. As always, we stand by to ship you your machine when you are ready to take delivery and to assist you in any way we can to get your new business up and running.  

  Customer Answer

  Date: 03/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Everest Ice responses are not accurate.

  Whoever is writing the responses for Everest Ice to my BBB complaint has not looked at the timelines on the emails, accurately processed facts and does not have a handle on issues I am experiencing with the company.  Everest Ice BBB response echo a common theme, which is (me) the customer is misrepresenting what has happened and Everest Ice has gone above and beyond what they were required to do to right the situation, which has not been case.  Everest Ice should take responsibility for their lack of action! Not every transaction is smooth -  and the company had missteps during this transaction. Own it, resolve it and move on.  Don’t try passing the buck at every turn, blaming the customer for a poorly handled situation. In good faith I purchased a machine from Everest Ice and have waited months for some degree of resolution. Over 5 months and no Resolution.
  
  
  My company is Disabled Veteran owned and we are committed to operate with honesty and Integrity in all transactions and would expect the same from your company.  I contacted the BBB after four (4) months of being ignored and left in the dark, despite repeated requests both telephonically and by email for resolution.  No email from Everest Ice has provided a status of the machine or answer to my request for the return of the money until the BBB was involved.  In past five (5) months of this ordeal, from the initial purchase inquiry I asked for a “winterized” machine that will function in cold climate.  My issue with the equipment is; that it is not insulated “winterized” to withstand sustained freezing temperatures. Which if not addressed this will result in either frozen pipes/broken interior plumbing within the machine. Or I will have to drain and shut down the machine during the 4 months of subfreezing temperatures every year.  I spent $46,000 on a winterized machine that will have to be shut down 4 months out of the year?  To date I have neither the machine or my money.  Everest Ice writer states “We've offered you a settlement that makes you more than whole even though the damage was superficial. An offer you have already accepted.”  Everest Ice presented options 02/27/2023, 5 months after the reported machine damage and about 1 month after BBB was contacted. I have not accepted any offer and Everest Ice has not provided an assessment of the machine damage to me to date.”  I have to wonder how superficial the damage was if was going to take months to repair? 
  
  
  Facts:
  I paid in full for an Everest Ice machine.
  I received a Damaged Machine, not insulated to withstand sustained freezing temperatures.
  Everest Ice requested and processed the return of the machine.
  Machine Returned. 
  I expressed concerns the ice machine would function as delivered in the extreme climate despite being classified a “winterized” machine.
  It has been 5 months since I received and returned the machine, trying to get answers.  Most communication was generated by me trying to get someone to answer me.  
  Everest Ice has both my money and the Ice Machine. No resolution.
  I expressed dissatisfaction with Everest Ice lack of communication and the “winterized ice Machine”
  Most Everest Ice emails start with an apology for their lack of communication.
  Everest Ice offered 3 options to resolve. Distressing is fact that Everest Ice wants to charge me $14,398.50 restocking fee for the return of a damaged machine they already have.
  I requested a modification of one option.
  I have NOT accepted an offer makes me “more than whole” from Everest Ice.
  Everest Ice was suppose to get back to me 8 March 2023.  No response for Everest Ice as of 9 March.
  
  
  Everest Ice response Paragraph 1:  The writer pontificates about a heat source that was never in question.  I discussed the sub-freezing temperatures in the area with the sales agent and we did discuss the heater installation, hence the purchase of a “winterized package”.   My issue is with the machine lack of insulation and damaged during shipment, it was sold as winterized package.  The machine is not insulated expect for one panel.  It did have a plugin for an electric heater.  No heat tape was present.  Maybe a greenhouse heater could prevent freezing of the water Lines. I doubt the heater could sustain temperature levels above freezing in an uninsulated machine sitting outdoors.  I fully understood it was my responsibility to purchase the heater.  I never stated nor expected that Everest Ice would be responsible for heat taping an exterior waterline. I fully understand the consequences freezing water in waterlines, thus my concern for the machines insulation.  When the sales agent I discussed winterization, we evidently were not understanding one another. Florida based vice North eastern Washington based climates are drastically different.
  
  
  Paragraph 2:  Acquisitions are not accurate:  This  statement “You made a decision before even installing the machine that you simply wanted to return it. We did not provide a "definitive response" to your sudden request for a refund because we do not accept returns as all sales are final.”  
  I did not make a decision to request a refund for the machine until Everest Ice failed to respond to my emails or telephone calls for months.  By the way, Everest Ice setup the return of the machine do to damage in shipment, as Everest Ice could not be determine the extent of damage from the photos.  The writer states superficial damage - Everest Ice has not provided me the damage/repair assessment. The machine was not installed at my site due to machine shipment damage and consultation with Everest Ice. The writers knowledge of the circumstances are not accurate.  I do not know if the machine was/is repaired.  The machine was not installed due to shipping damage and return request initiated by Everest Ice.
  Timeline:
  10/06/2022  - Machine Received.
  10/07/2022 - Photos of Machine shipping damage sent to Everest Ice. Everest Ice acknowledge receipt of damage, stated they were reviewing the damage. 
  10/17/2022 - I sent an email stating I have  not received any communication in regards to the damaged machine and it may have more damage than I willing to accept.  Additionally, This was supposed to be a winterized machine.  There is no heating element, heat tape, insulation or heater in the machine.  I am concerned it will not holdup to sustained freezing temperatures (Nov-April).  As is, I know the machine will freeze. Please get back to me.
  10/27/2023 - Telephoned Everest Ice requisition a status update on the machine. Explained my concerns that Everest Ice was not responding to my inquires with the damaged machine. Requested assistance.
  10/28/2022 - Received email from Jordan and Will asking for additional photos and set up a call for 31 Oct.
  11/01/2022 - Jordon acknowledges receipt of additional photos.
  11/08/2022 - Jordan telephonically requests the return of the machine to Everest Ice.
  11/09/2022 - Jordan emailed the machine was packaged and read to be picked up.
  11/12/2023 - Shippers did not pickup the machine as scheduled
  11/15/2022 - Machine scheduled for pick up.  The machine was not picked up.
  11/22/2022 - Machine picked up.
  12/18/2022 - Email, My First request for my money to return. - Due to Lack of communication and the condition of the machine.
  Email  to Everest Ice - It will be one month on 22 Dec since the damaged ice machine was picked up from my location.  There has been zero communication from Everest Ice regarding the machine? My experience with the Everest Ice maybe an anomaly. I however, am dissatisfied with condition the machine arrived lack of communication. I have lost faith in both the product and warranty.  If a warranty issue presented, I have my doubts there would be prompt resolution. I would like my money refunded.  I think it is best I be refunded the purchase and we part ways.
  12/19/2022 - Email,  Everest Ice response stating they were assessing the machine and they would get back to me.
  01/06/2023 - Email, Everest Ice is working on the machine.
  01/06/2023 - Email, My second request for money return.
  01/09/2023 - Email,  Everest Ice confirming if I still wanted my money back.
  01/27/2023 - Contacted BBB for assistance.
  02/11/2023 -  Over  month with no response for Everest Ice.  Email - All, I hope I can get assistance from someone in this company.  I have requested several times for my money to be returned.  Everest Ice has both the machine and my money.  All requests appeared to be ignored.  It has been over a month since my last communication - and once again no response from Everest Ice. 9 Jan ***** said she would get back to about the money return.  I have heard nothing to date. I left messages with answering service requesting a return call or to be put in touch with some in charge.  No calls ever returned.  The communication with this company is terrible. Please put me in touch with some in charge, the company is not very big, it should not be that difficult.
  02/12/203 -  Email, I research the company and the CEO Dan D****** requested assistance in getting my money returned. No response from Dan received to date.
  02/15/2023 - Everest Ice apologized for lack of communication - Stated Will driving this project is no longer with company.
  02/24/2023 - Email - Everest Ice stating someone would reach out to me Monday.
  02/27/2023 - Email - Received and email from Jordon presenting me with three 3 options.
  02/28/2023 - Email, I responded to Jordons email with modifications.
   Jordan,
  I would like to modify Option 1.  My issue with the equipment is that it is not insulated to withstand sustained freezing temperatures. Which if not addressed will result in either frozen pipes/broken interior plumbing within the machine. Or I would have to drain and shut down the machine during the 4 months of subfreezing temperatures. 
  The fix, seems fairly simple and inexpensive.  Insulating all interior walls, ceiling and floor with spray foam insulation and adding heat tape around the water lines and filters combined with the heater already wired for should work.  
  I have a need for an Ice/water machine, hence my purchase.  I however, want to avoid a product that I cannot use one quarter of the year or that I will have modify.
  If the Everest Ice is willing to do those two minor modifications and deliver a new machine the end of April 2023, I would be satisfied.
  If Everest Ice is NOT willing to insulate and winterize the machine I would like my money returned. I however will be a very disgruntled client if charged a 30% plus, restocking fee. Especially when during the initial consultation with Brian I went over in detail the need for a product that would operate in subfreezing conditions for a sustained time.
  I am not following your calculations.  The reimbursement and restocking numbers differ?
  Let me know what Everest Ice is going to do?
   03/01/2023 Email - Jordon responded his team needed to review my response with his executive team and he would get back with me.
   03/02/2023 Email, - Jordon and I set a time to speak on 03/03/2023.
  03/03/2023 - Jordan and I spoke about Option modification I presented.  Jordan stated he would get back with me 03/08/2023.
  03/09/2023 No call from Jordon.
  Resolution is what I attempting to achieve. I am out $46,000 and Everest Ice has the machine.  Hopefully Jordan will get back to me soon.
  

  Sincerely,

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