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Business Profile

Ice

Manitowoc Ice, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Manitowoc Ice, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Manitowoc Ice, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/02/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Date of Transaction: 08/02/2024 Manitowoc Ice Machine (Koolaire) was sold by ************************ and it was DOA. Called Several Time (Approx) 25 Times as Documented and Manitowoc Refuses to Take Responsibility in regards to Manufacturing Defects of the Product.Requesting Refund ..Employees were very Unprofessional and refused to take action

      Business Response

      Date: 08/04/2024

      08-04-2024: Manitowoc Technical Support discussed with the claimant and agrees to credit the Manitowoc distributor for the first ice machine.  Once the paperwork for this goes through the Manitowoc distributor will credit the claimant for the first ice machine.

      Thank you,

      Manitowoc Ice

    • Initial Complaint

      Date:01/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased a commercial ice machine March 2023 (Neo model) due to the fact it had a residential 1 year warranty. Installed the machine in May **************************************************************************************** July *************************************** one mode (harvest I believe). I have called multiple times to Manitowoc to get a service technician to warranty the issue. Manitowoc gave me the names of 7 total service companies in my area to call. I called all 7 and each one said they would not provide warranty service because this is in a residence even though there is a residential warranty on the unit for 1 year. When I called Manitowoc back each time they gave me a different company and the last time I spoke with someone the gentleman said there isn't anything he can do to honor the warranty if none of the service companies will come out. They will not honor their warranty that was purchased with the machine. I would have gone with a much cheaper unit (this unit was $2500 while others without a warranty are in the $1500 range) had I known they wouldn't honor their warranty.

      Business Response

      Date: 02/13/2024

      This claim was received on 02-05-2024 by Manitowoc.  There are technical support notes that show the claimant called in for assistance on 11-28-2023 and was provided many local service companies that would not perform service in a residence due to insurance constraints.  Manitowoc has found a company that will service this ice machine in a residence.  ********************************* ************ should be contacted by the claimant to set up the best time for a service visit. 

      Customer Answer

      Date: 02/20/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      I called ******************* and spoke to two women (one named ******) who said they will not come to our home to service the machine. We need a refund asap of at least $1000 (the cost of the warranty). This is asinine that it is taking this long to get our machine serviced and fixed. 

      Regards,

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

      Business Response

      Date: 02/20/2024

      The claimant has responded: I would like either a repair of the unit or a $1000 refund for the 'cost' of the warranty they will not honor. 

      On February 13, 2024 Manitowoc provided a solution by finding a company that will repair the ice machine during the 12-month warranty period.  Manitowoc is not responsible for charges or requests beyond the warranty repair.

      Customer Answer

      Date: 02/21/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      The company that Manitowoc claims will service our machine is refusing to service it. The company they referred me to, *************************** will NOT device the machine per my conversation with them yesterday based on the response. They are NOT honoring the warranty. They will NOT come to a residence to service the machine per their representative. This has been going on too long. I need a refund within 30 days of the cost of the warranty ($1000) or I will be forced to take other action. This machine is not portable and is a permanent fixture and NO ONE that Manitowoc has referred me to is willing to service it. 

      Regards,

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

      Business Response

      Date: 02/27/2024

      Manitowoc has confirmed that **************************** has changed their policy and will not service this residential customer.  ******************** has contacted Ice Innovations who will be in contact with the customer today February 27 or tomorrow February 28 to address the ice machine issues.

      Thank you, Manitowoc Ice

    • Initial Complaint

      Date:11/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchase and received a new machine on April 2023. On October 2023 stopped working.It required **** hours of labor to make it work again.This is a defective machine no question about.

    • Initial Complaint

      Date:07/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      ON 06/15/2023 THE COMPRESSOR ON A 1 YEAR OLD ICE MAKER FAILED 2 MONTHS LATER STILL WAITING ON THE REPLACEMENT COMPRESSOR FROM MANITOWOC. TODAY 07/31/2023 UPON CALLING MANITOWOC WAS TOLD I NEVER ORDERED THEIR MANITOWOC WARRANTY REPLACEMENT COMPRESSOR FROM ***** . HOW CAN I ORDER YOUR WARRANTY COMPRESSOR UNLESS I BUY IT FOR YOU AND FRONT OUT ANOTHER $1000 FOR AN ICE MAKER I DONT MAKE OR SELL AND IN CASE YOUR WONDERING HERE IS YOUR CASE # ******* . HOW LONG DOES MY CUSTOMER HAVE TO WAIT TO REPAIR A WARRANTY COMPRESSOR

      Business Response

      Date: 08/01/2023

      08-01-2023:  Manitowoc records show the following interactions from the submitter. 

      6-19-23 the submitter called in to technical support and the compressor was diagnosed as failed and was provided the part number for the compressor and was instructed to order the necessary parts through the Manitowoc distributor. 

      6-20-2023 the submitter called technical support stating the local Manitowoc distributor did not have the compressor in stock.  The submitter was instructed to place the parts order as RUSH through the Manitowoc distributor who would then place an order with the Manitowoc parts department.  

      6-21-2023 the submitter called technical support with concern on the replacement part lead time and was instructed to place the RUSH order with the Manitowoc distributor.  Alternative troubleshooting was discussed to confirm the diagnostics.

      6-22-2023 the submitter called technical support stating the alternative troubleshooting did not resolve the failed compressor issue and was instructed to order the compressor from the Manitowoc distributor and replace it through the normal warranty process. 

      7-31-2023 the submitter called technical support upset the compressor had not come in yet.  Technical support contacted the Manitowoc distributor and was told no order had been placed by the service company.  The submitter was again instructed to place an order for the compressor.  The submitter responded he is done with Manitowoc and terminated the call. 

      8-01-23 Technical support confirmed a replacement compressor is available for RUSH shipment once the order is received from the Manitowoc distributor. 

      The Manitowoc warranty process must be followed where the service company orders the replacement part(s) from their local Manitowoc distributor, the service company performs the changeout of the failed parts, returns the failed parts back to the Manitowoc distributor, completes the warranty part and labor claims.  Once the distributor is reimbursed for the parts and labor by Manitowoc, the Manitowoc distributor reimburses the service company. 

      The resolution to this submittal is following technical supports advice and following the Manitowoc warranty process.    

       

       

       

       

       

      Customer Answer

      Date: 08/01/2023

      not correct i went out to jwork on the unit 3 times at the request of the technical support ******,

      to replace starters,then capacitors, then reverse phase  ***** to free compressor up to no avail so you are missing alot of imformation pertaining to how much corispondence between manitowoc and i . i currently have 11 hours  on trying to save the unit 2 months later  still no ice maker . and YES cascade is done with manitowoc as this incident has caused  me to lose  the account so i would like to be paid for the time and material bought and used to perform manitowocs warranty repair

      Business Response

      Date: 08/02/2023

      08-02-23: the submitter may submit a properly filled out warranty claim form and process through the local Manitowoc Distributor.  

    • Initial Complaint

      Date:03/13/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      No Manitowoc service technician companies will come to my location to provide me customer service. My 2017 NEO under the counter ice machine has the red wrench service light on and is not making ice. I have called the entire list of technicians in my area and all of them are refusing me services to my address. Even being rude and hanging up on me. Manitowoc technical support telephoned me yesterday and told me to clean the machine before the technicians arrived. Which I did clean the machine throughly. We are Commercial landscaping company with a C-27 corporation license and have employees that need ice. I have spoken to several technical support employees at Manitowoc who just give me the same phone numbers over and over!! Manitowoc needs to telephone one of their service providers for me, so I want have to go this frustrating and unprofessional process and conduct.

      Business Response

      Date: 03/14/2023

      03-14-2023:   A phone call was made to the ice machine owner for more details on the situation.  With that information a call was made to a service company in the area, who agreed to call the ice machine owner to review pricing and logistics of a service call.  The ice machine manufacture is no longer involved in this event since the ice machine is outside the warranty period. The service ************** and payment are between the owner and the service company as a typical transaction where the consumer may choose who they wish to perform service on their equipment. 

    Manitowoc Ice, Inc. is NOT a BBB Accredited Business.

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