ComplaintsforTrue Manufacturing Co., Inc.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to file a complaint that we purchased a commercial refrigerator back in August of 2023 that did not work when we got it, and as of today we still do not have a replacement or fixed machine. ********** is a residential appliance and bedding store. We purchase commercial equipment from others such as *****, ***********, or other commercial appliance suppliers. We purchased a True T49 54" Two Section Reach In Refrigerator, (2) Left/Right Hinge Solid Doors, 115v from ***** Restaurant Supply on August 8, 2023 on behalf of a customer of ours. The unit was to be delivered by us to a commercial chicken production facility located about 20 miles away, along with other appliances they purchased directly from us. ***** Order #: ******* Order Date: 8/8/2023 Model T-49-HC Serial Number ******** We delivered the True refrigerator to commercial facility on September 28th. Unit did not work upon arrival. While at the site that same day our service tech spoke with True Manufacturing service tech over the phone to troubleshoot. Determined it must be something with the sealed system - compressor/lines/etc. We brought the unit back to our shop/warehouse for further diagnostics. True sent us some line gauges in the next few days and our tech confirmed there was a problem with the sealed system. Because it is a refrigerant we don't normally work with, we deferred further work to True. True worked with a company called Goodwin Tucker to continue work. A Goodwin Tucker representative came out after about 3 weeks. That tech confirmed again that the issue was with the sealed system and/or compressor. They said they'd order the part and be back out. No one has been back since then. I've made multiple calls to True warranty department and my rep at ***** and we still don't have a replacement or fixed machine.

  Business response

  12/05/2023

  Our sales representative has been in contact with the customer and True Mfg has agreed to return/replace this unit for the customer.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** unit, serial #*******. My unit was purchased new and it has never been physically moved from its current placement since being placed into service. The freezer stopped functioning entirely while my site was closed Sunday through Tuesdayand this resulted in a $1000+ loss in perishable product. Service was provided on June 21st by ******** ************* **** ** ******* **. Upon inspection the servicing techs discovered that the condensation pan contained cooling fluid and that a hole existed just below where the piping enters the freezer compartment. The necessary repairs, draining and freon pressurization services resulted in a $1250 repair bill. While this unit’s warranty coverage has elapsed the failure encountered would have been avoided with a simple design improvement. I was advised by a True company tech who contacted me on June 22 that vibration normal to the freezer operation led to the piping being compromised and that this does normally occur. Given that some vibration is to be expected it should also have been a design and development consideration. In my view had added pipe bracing and tube insulation and tube separation been in place the failure experienced wouldn’t have occurred. I believe had True incorporated sufficient line bracing and insulation to prevent the line on line friction this failure and my loss would not have occurred regardless of the warranty having elapsed. True should therefore accept responsibility for the product failure in this case.

  Business response

  07/19/2023

  Complaint ID# ******** dated 6/26/2023

  RE: ******     SN# *******

   

  True offers a 3-year parts and labor and an additional 2-year compressor warranty on the customer’s product. Our records show that the product was shipped from True on January 6, 2016 and that the warranty terms would have expired in 2019 and 2021 respectively. Because the issue the customer experienced did not occur during the warranty term, we respectfully decline the customer’s request for reimbursement.  True further disagrees with the customer’s statement that the normal vibration of the operation of a freezer leads to compromising of the refrigeration lines or that this was an accurate summary of the conversation. The product does not have a design defect and True disagrees with the customer’s summary statement to this effect.

   

  Best regards,

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

• Initial Complaint

  02/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a brand new commercial 3 door cooler that has been in service since we opened 1/19/2022. Today, is the 3rd time service has had to come out because it once again is not holding temp. Our sole business is a fresh food grab and go and we have lost product now for the 3rd time. Parks Maintenance ************ has been the servicer and has all receipts. I want a new cooler, period. I can not continue to lose product and business.

  Business response

  03/21/2022

  Attn: Dispute Resolution Dept.

   

  Reference: Complaint ID # ******** – **** ******

   

  Parks Maintenance Inc. diagnosed the issue on 2/26/22 and repaired the *************** *** *** ******** on 3/3/22 under True’s USA Foodservice Warranty Statement.  True Manufacturing covered both parts and labor necessary to make this warranty repair including expedited shipping of warranty parts and Parks Maintenance overtime as an exception.   Parks Maintenance and True have not heard of any further issues regarding this unit from **** ****** since the repair service call on 3/3/22. 

   

  Please see attached a copy of True Manufacturing Co. Inc’s USA Foodservice Warranty Statement which outlines that True is not responsible for consequential damages. 

  True is not responsible for economic loss ; profit loss; or special, indirect, or consequential damages, including without limitation, losses or damages arising from food or product spoilage claims whether or not on account of refrigeration failure. 

  True has met the obligation to repair this unit under the warranty statement and the balance of the original warranty period applies.  

   

  Thank you for the opportunity to respond to this complaint.

  Best regards,

   

  ****** *****
  

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