ComplaintsforWaxmelters

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a wax melter from *** **********. It is still under warranty. It stopped working, We worked with the company to replace parts. Got it working. It broke again. And again. We asked for a replacement. They sent. The replacement didn't work. We worked with them to replace parts. The 2nd melter is not working. Wax Melters have been impossible to deal with. Delays, excuses, broken equipment. We've packed up the broken one because they wanted it back, they sent wrong shipping label and are now saying we HAVE to send it back or they will charge us. It's $1000 to ship. Their equipment doesn't work. They don't stand behind it. This entire process has taken over 5 weeks of back and forth and tons of staff hours on my part.

  Business response

  04/01/2024

  We have gone above and beyond to assist ******** and tried to resolve it directly with them after this inaccurate complaint was filed, but to no avail.  We welcome the Better Business Bureaus involvement in resolving this matter.

  Initially, someone from ***************** contacted us January 8, 2024 for assistance with a PRIMO**0 melter purchased in 2021 which was initially damaged by a power outage (See Attachment#1a).  Customer provided the unit serial#, photos and completed a troubleshooting form as requested (See Attachment#1a).  Although the unit was no longer under warranty and would not be covered under warranty for power issues unrelated to the melter, we agreed on January 12, 2024 to send a free replacement component (See Attachment#1b) since they had been repeat Customers since 2012.  We sent it to them and the unit worked fine.  

  However, in February 2024, Customer contacted us demanding a replacement PRIMO350 Melter but since we had NO record of Customer purchasing a ********, we requested a serial # or photos.  Unlike January where we received the proper documentation, this infuriated Customer and Customer stated that the unit should be thrown out rather than troubleshot or examined or returned to us since it was too heavy.  Then the Customer stated it may be a ******** instead of a PRIMO350.  This caused a delay but a PRIMO350 costs about $**00 more than a PRIMO150 and as it turns out, the unit in question was a PRIMO150 and not a PRIMO350 (See Attachments #2,#3,#4). 
  
  Even at that point, unlike January, Customer was unwilling to troubleshoot or diagnose or return the PRIMO150 because customer claimed it was filled with about ********* of wax so it should be tossed out instead of shipped back. However, a PRIMO150 only holds about 150lbs of wax, not 300lbs (**************).  When we received the unit it actually had about 63lbs of wax so it was not even 50% of its 150lb capacity(See Attachments #2,#3,#4,#5).  Hence, the unit in question was a PRIMO150 purchased in 2023 and it had about 63lbs of wax in it.

  Despite all these delays and inconsistencies,once customer signed the exchange form on February 7, 2024 (see Attachment#6),we sent Customer a brand new ************* a week later and BEFORE they even returned the older 2023 model (see Attachment#7).  In fact, we told Customer to use the box and packaging from the new 2024 model to package the older 2023 model and ship it back.  We did not charge them or even preauthorize their credit card to make sure the unit was returned (see Attachment #7).

  Unfortunately, Customer states we HAVE to send it back or they will charge us. It's $**00 to ship. This is simply untrue.  Although customer was supposed to ship it back to us, when Customer did not, we provided a label BEFORE this complaint was filed (See Attachment#8, #8b)  What happened was that we contacted Customer at the end of February for status on them returning the older 2023 model but Customer claimed shipping was going to cost over $**00 to ship so we again went outside of our policy and agreed to provide a label for the unit, but Customer then stated they werent going to send it back and still needed to throw it away, even after signing the exchange form which states Customer needs to package and ship the original unit back to us (See Attachment #6). 

  Again, we did not charge them or even preauthorize their credit card to make sure the unit was returned (see Attachment #7). Plus if you look at Customers receipt, shipping was $215 so why would it be $**00?  Even when Customer made us have it picked up via freight, it was still under $300.  We simply told Customer that we needed to follow the exchange form for the older 2023 unit to be shipped back to us and we would provide the shipping label at no cost to them, but the customer still wanted to keep the original unit for disposal and not even 1 day later after this phone call the report was filed even though Customer had a label from us (See Attachment #4,#8, #8b). 

  Unfortunately,Customer states that Wax Melters have been impossible to deal with. Delays, excuses, broken equipment but all evidence demonstrates otherwise.  Customer has several units from us since 2012 so we have always gone beyond our Terms of Service and beyond Warranty to assist customer, including sending free components and multiple zoom meeting to attempt to resolve any and all issues.  We spoke to Customer about this March 20, 2024 in an attempt to resolve this matter but customer is being unreasonable (See Attachment#4) but we sent another shipping label for the unit to be returned (See Attachment#9).  Yes Customer missed a few voicemails (See Attachment#**) and when Customer missed the zoom meeting because of some sort of miscommunication and customer being out of town but we were still present (See Attachment#**).
  
  Unfortunately, Customer states Their ******************** doesn't work.They don't stand behind it. This entire process has taken over 5 weeks.Customer has several units from us since 2012 and we sent replacement parts for an out of warranty melter in a few days and a brand new 2024 model melter BEFORE even getting the original melter back within a week (See Attachment #1b,#7). The new 2024 model has DIFFERENT program settings than Customers older units so the issue was Customer misprogramming it (See Attachment #4).  A person from ***************** stated they needed a new sensor so we shipped it but again,once we zoom called, it turned out it was just the settings (See Attachment#4).  Hence, the main delays were from getting the incorrect information about the PRIMO350 (which was really a PRIMO150) and was getting the original melter back despite us sending multiple labels.
  
  Regarding the returned 2023 unit, we received it on approximately 3/28/24 with about 63lbs of wax in it so it was not even at 50% capacity and it fell right out (See Attachment#5).  The unit was overall messy and only placed in a box with very little packaging materials but everything else seemed to be good with the melter and it is functioning at our facility (See Attachment #5).

  Regarding the new 2024 unit we sent Customer, we have done multiple zoom calls to resolve this issue and the issue was found to have been that a settings (See Attachment#4).  The 2024 model has a different program settings than older models and if not set properly.

  We have gone above and beyond our reasonable policies to get this corrected for the customer. There really is no basis for a refund on a unit from June ************************************* February, especially with our Terms of Service and the fact that Customer has a brand new 2024 model ********.  Plus, Customer is seeking $2,500 BUT their receipt shows they paid $2**0 for the unit and $215 for shipping which in total is $2,315 not $2500.  At this point, we have Customers fully functional 2023 model which we can send back or we would be even willing to retrofit a melter back to the older style ******* Controls that they have on most of their other melters which use a different program setting.  We believe we have assisted Customer on all levels from the ************* unit, to this 2023 unit and now 2024 unit,being even being willing to retrofit a melter to match their older controllers if needed.  

  Customer response

  04/10/2024

  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 have submitted detailed responses in the attachments above. I do not accept their response as a suitable "resolution to the problem". They pose no resolution. I asked for a full refund for the original purchase. Their notes are inaccurate about the details of our many phone conversations and flat out dishonest about the events that actually transpired.  I bought a melter, we went through multiple attempts to fix it with parts and it still didn't work. They sent a replacement melter that also did not work. I have no working melter AND I paid $2300. Time line and details of events in attachments. 

   

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  Business response

  04/19/2024

  I am very sorry that Customer is unhappy as I believe Customer is mistaken about the facts and we have been more than fair regarding this inaccurate complaint.

  Specifically,Customer has multiple units from 2012 and we have always assisted them.  In regard to the PRIMO150 purchased in 2023,it was damaged by some sort of power surge (not anything to do with us) about a month after it was received and we provided free replacement parts per Customers timeline.

  However, the unit Customers employee (Customer themselves did not contact us-it was their employee) had trouble with in January 2024 was for a PRIMO100 melter they purchased in 2021 (Customer is mistaken that it was for the ************** which was not under warranty and had also been damaged initially from a power outage which is not our responsibility or covered under warranty either. Per the emails with Subject line PRIMO Model 100 Technical Support, Troubleshooting with serial#and attachments, Customer's employee followed the process for PRIMO100 purchased in 2021 (it was not the 2023 unit) and we even sent free replacement parts within a few days and everything was resolved (See attachment #1 & PRIMO100 Troubleshooting Form which clearly shows the Serial# is for the 2021 model and not the PRIMO150 purchased in 2023). Nonetheless, we sent out free replacement parts on a nonwarranty unit (See Attached #1).

  Customers complaint came just a few weeks after we helped Customers employee for the older PRIMO100 from 2021 that was not under warranty.  It was not the 2023 as Customers complaint and timeline are mistaken/inaccurate.  Unlike Customers employee, Customer did not follow any steps and delayed the process by claiming it was a PRIMO350 (a significantly more expensive unit) which we had no record of customer ever purchasing (See Attachment#2, #3,#4). Customer stated they could not send photos or troubleshoot it because it was filled with 300pounds of wax which is not possible for a PRIMO150(See Attachment#2, #3,#4).  Hence,there is no record of a Troubleshooting form for this 2023 PRIMO150 at any time in 2024.
  
  Therefore, Customer is mistakenly combining TWO different units into ONE unit per the Timeline and this complaint.
  
  Furthermore, Customers complaint states that it was going to be $1000 to ship it to us, but Customers own Receipt that Customer submitted shows customer paid $215 for us to ship the unit to them, so how could it be $1000?  Plus, we already provided Customer with a label to ship it to us a day before this complaint was filed and even if Customer had trouble with it (because Customer thought it needed to be a ***** label) and wanted us to send a different label, we were still trying in good faith to assist, so how is the $1000 or label an issue in Customers complaint? (See Attachment#5 #6)

  Also, the unit itself was not even full, the wax easily came out once flipped upside-down and besides being messy it works fine (see Attached Images + Shipping Quotes).  Furthermore, Customer claims it must have been over 200 to 300lbs but per the photo, the entire unit with Customers wax inside is under 115pounds (see Attached Images + Shipping Quotes).  This is one of the reasons customer had trouble with our first label because Customer said it was over ****** which is why if you look at our 2nd label, we put a weight of 250lbs based on Customers information (Attachment#5 #6) Furthermore, I have attached ship quotes for Customer to ship the tank itself without wax and even to ship it with wax in it and both quotes are for under $200, not even close to $1000 (see Attached Images + Shipping Quotes).  *****,we sent a label before this complaint was filed, the Customer per their receipt only paid $215 to have it shipped to them, Customer had label and the quotes we have are not over $200, so how is this $1000 claim even in this complaint?

  Now regarding Customers new 2024 unit, based on the multiple zoom calls to resolve this issue, we found it to have been the settings since the 2024 model has different program settings than older models (See Attachment#4). The sensor was only sent BEFORE we did a zoom call based on what we were told by Customer Employee and for all we know may be for the PRIMO100 or one of their other tanks, but once we did the zoom call, we realized it was not an issue and a program setting, specifically that "one of the settings on the controller had been changed" (See Attachment #4). The new unit is still under warranty so if there is an issue, we are willing to assist as we have always done for all Customers units, as evidenced by us even assisting on the 2021 unit that was out of warranty. 

  Ultimately,it is unfortunate that Customer is mistaken about several important points as we have gone above and beyond our reasonable policies to get this corrected.  There is no basis for a refund.  We provided Customer with free replacement parts for the 2021 unit (not the 2023) that was not under warranty and a free brand new 2024 model PRIMO150 in place of the PRIMO150 2023 unit and covered all shipping costs.  These are all facts.  At this point, Customer can keep their brand new unit, exchange it for the fully functional 2023 model or if there is an issue besides controller settings, we can troubleshoot and help as we have always done.  While it is disappointing that Customer may be unhappy in not getting a refund, we feel we have gone above and beyond to assist them on all levels.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We spent $14,565 with Wax Melters on their Pour ******* **** device. It has never worked or successfully poured a candle for us. We ordered the machine spring of 2022 to have it delivered before the summer so that it was ready for large batch production of candles the following Fall/Winter Season. We ran a trial of the machine once during the summer after receipt of the machine with a low amount of wax enough for maybe 50 candles.. We had to call the company several times as crucial buttons on the machine were mislabeled. We also had questions about our hose temperature and container temperature exceeding what we set it at. Their reply is that the machine will do that if you don't have enough wax/material in the machine and that it's perfectly normal. The machine at the time had weak and inconsistent pouring levels and did not function as we originally expected, but we attributed the weak and inconsistent pouring to the low level of materials we had in our machine used to trial and test.The second time we tried to fire up the machine a few months later the pumping feature didn't work at all, this time we used the machine with enough material to make ************************************************************************************************************************************************************** spicket if the pump portion of the machine malfunctions.We ended up having the pump removed, and then sent to them to examine. They then investigated that pump and eventually sent us back a new pump. Once having the new pump installed we restarted the machine with enough material to pour 300 candles again. We let the hose preheat ****************************************************** the end the pump sounds a whole lot better and you can feel it working when you touch the hose/machine. But unsurprisingly the machine still does not function or pour a candle. This machine has caused a few thousand in damages trying to operate.

  Business response

  12/23/2022

  Hi *******,
  
  We are sorry to hear you are experiencing any issues operating your PX-3000.  We have a dedicated Customer Support Team to assist customers like yourself to get up and running to be producing your candles, so I am surprised, disappointed and sorry to learn of your experience.

  
  I'll begin by stating I did not see your name as the purchaser of equipment, could not match your email with a company, and could not find any emails from the one you submitted with this complaint, however, I did find your name and number associated with a purchase and with emails from a different account, so Ive made my best efforts to collect any information I could to address your complaint. I apologize in advance if I "missed anything" in trying to address and remedy this matter.

  To confirm, this unit was ordered in February 2022, and our first communication from you mentioning any issue with the unit was in October 2022. This is well past any return period by any standard.

  
  In October 2022, we learned that the pump in the unit had been overheated due to being left on for too long during pre-heating, not being filled properly and/or exceeding the instruction manual guidelines. The instructions and/or Label clearly state Do Not Operate Empty, make sure to fill tank at least 1/3, as well as preheat times. As your complaint states, the unit was not filled properly.  This kind of damage is not covered under warranty.  Nonetheless,we repaired the pump free of charge, and provided a Non-Warranty Customer Loyalty Discount of $800 at that time.
  
  However, as our Customer Support Team member explained, although we replaced the pump for free, the integrity of a different component could have been damaged from the same use BUT because the pump was overheated, the problem did not manifest itself. In short, something from the pump to the machine to the hose to the head could have been damaged but we would not know it since the pump was overheated.

  
  Hence, from our records, additional troubleshooting is needed and our technicians are ready and available to assist you in getting the unit up and running.
  

  I see that on Wednesday November 23, 2022, the Zoom meeting to assist you was setup, but nobody from your company was present at the meeting.  I see that we emailed you regarding the missed meeting and asked to reschedule for Monday at 12pm- there was not response from you.  This complaint is the first response we have received since that missed zoom call.

  
  At this point, as mentioned earlier, since the pump was overheated previously, it is possible some other component has been compromised which is causing the trouble as well. However as discussed, we are glad to proceed with troubleshooting and getting the unit and up and running.

  WaxMelters.com has been around since **** and our company from sole proprietorship to corporation during that time, basically selling similar equipment for over 20+ years.  We understand accidents happen, even by us,so just as we covered the pump, we would cover whatever else it is that needs *********** we are able to diagnose it with your assistance.  As with any customer, we would send new replacement components and/or simply have the unit sent to us for repair/replacement if required, but we will not know until further diagnosis. 

  
  Therefore, as stated, I am very sorry for your experience with us and in order to make it right, additional troubleshooting is needed and our technicians are ready and available to assist you in getting the unit up and running, even if it requires replacement components or replacement unit.

*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. ↩