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:02/13/2023

  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.

  I purchased a wine room cooling unit from IWA after a full consultation with their representative to help me both design the wine room and decide what the best way to cool the wine cellar. I was given three options and I chose the middle option. After the room was built and installing the unit I discovered that the room was underpowered for the size of the room. I reached out to IWA and they confirmed that based on how it was built, and how I'd conveyed to IWA, it was the wrong unit. However, they claimed that they had told me to use a different type of glass (single vs double pane). I informed them that it was not possible because the representative, who was no longer with the company, had told me that if I chose to use single pane glass, to go with 1/2 inch, which I had. They are now claiming that since they have no written proof, and an unanswered email had given thermal load specs it was my problem and they could offer me between 10%-50% back even though the unit was new and no guarantee that I'd get more than 10%, plus I'd have to ship the 80lb unit back to CA from NY. In my consult, I'd informed them of the fact I would go with 1/2 inch glass but they are refusing to stand by their mistake. The unit they are now recommending would require new ducts, and an extra $1000+ and was not in the original recommendations either.

  

  Business Response

  Date: 02/17/2023

  ***********,
  We understand your frustration, and we're sorry that your cooling unit is undersized for your wine cellar. However, your complaint contains spin and untruths, and is not supported by the multiple communications between you and our company.

  Our salespeople are highly trained and experienced in calculating thermal load calculations. However, the output and its accuracy is only as good as the underlying assumptions that necessarily are provided by the customer.
  

  To be sure we didnt make a mistake, we always summarize the assumptions that were using and send them to the customer for their review and revision if necessary.Our goal is to give customers multiple opportunities to correct and/or update the information that they provided in the assumptions. Our salesperson sent emails to you summarizing our assumptions, including the double-pane glass, and you never indicated that the assumptions were incorrect.
  

  Our salesperson again called out the key assumptions that we used in sizing the equipment, including the use of double-pane glass, in the quote and order confirmation that she sent to you. Again, you never indicated that the key assumptions were incorrect.
  

  We reviewed the digital copies of the multiple correspondences that our salesperson sent to you, and she couldnt have been more clear about the assumptions that she was using to calculate the thermal load of your cellar.
  

  The difference between single-pane glass and double-pane glass is enormous, and the thickness of single-pane glass (3/8" vs 1/2") is virtually meaningless in terms of thermal protection. The change in construction of your cellar from double-pane glass to single-pane glass is the primary reason why your cooling unit is undersized for your cellar.
  

  Our return policy is ***************************************** new condition. Given that your unit was sized correctly based on the information provided, and it was purchased almost 8 months ago and is no longer in new condition, we are unable to accept a return of your equipment at this time.
  

  Customer Service Team
  *************************

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19398537
  
  I am rejecting this response because:

   

  I only received one email, at the start of the process that listed the double paned glass. That email received no confirmation on my part because there were subsequent conversations where I specifically mentioned that it would be all glass. Your own representative said that I make sure it's not 3/8" but half inch. Additionally, based on the ALL GLASS design, a double paned system would have been impossible. It would have necessitated additional framing which would have made the all glass wall impossible. 

  The unit sat in its box for 8 months during construction and went unused and is still new. At this point, the only issue is your mistaken proposition of units based on my phone conversations with your representative. 

  Your business made a mistake, and I'm more than willing to pay the surcharge of the more powerful unit and reducting the ducts from 6" to 8" and even a restocking fee of some sort, but I refuse to be blamed for a mistake that you made on your side. 

  As for single pane vs double pane, going off the site Aerosealcorp, they state the following:

  "Single-pane R-value of glass that is one-fourth inch thick is around .90, while R-value of a double-paned window of similar thickness would be nearly double at roughly 1.7". Since wy window is 1/2" thick so it would come in closer to **** r-value.  When the surrounding walls are R20+ are you really stating that a difference of 0.5R is significant? 

  Again, I want to come to an agreement here, and buy the more powerful unit, but your accountability here is evident. You failed to provide me proper guidance and sold me an underpowered unit. I'm simply asking you to be reasonable and take back the unit you mistakenly sold me so that I can buy the right one.

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

  

  Business Response

  Date: 02/17/2023

  ***********,
  Were sorry that your unit is undersized, but ultimately our calculations were based on the information that you provided, and we highlighted those assumptions to you on multiple occasions without your correction or revision.

  In order to calculate the thermal load of your cellar, which is the first step in helping you choose a cooling unit, we must rely on the information that you provide to us, and to be sure we got it right, we repeated back to you the key assumptions at least 3 times via email.
  
  According to our records, we sent emails to you with the key assumptions that you provided on the following dates:
  

  6/21/22 Case ***** Thermal Load Calc:
  "In order to ensure that the cooling unit will be able to handle your cellar environment, it is important that the cooling unit is correctly sized. Based on the information that you provided, which is summarized below, we calculated the thermal load in your cellar to be as follows:
  BTUH: 1401
  
  "This calculation is based on the following assumptions:
  Type of Glass: Double Pane
  

  6/22/22 Quote 44476: 
  160 Cu Ft, 34 sq ft double pane glass, R30 walls, ceiling and floor, Fan Speed on high

  
  6/22/22 Order confirmation SO273068: 
  160 Cu Ft, 34 sq ft double pane glass, R30 walls, ceiling and floor, Fan Speed on high
  

  Regarding the **Value of glass, our source for **Values is ASHRAE (the **************** of ******** Refrigerating and Air-Conditioning Engineers).  Based on ASHRAE published guidance, we assume single-pane glass has an **Value of ****, and there is very little difference in **Value between 3/8 vs 1/2" single-pane glass. Also based on ASHRAE, we assume double-pane glass has an **Value of 2.0, which is more than twice the **Value of single-pane glass. For this reason, your unit is undersized, mainly because of the change in the single-pane glass.

  Several weeks ago, when it was discovered that your unit is undersized, we agreed to waive our return policy and we offered a solution to you that would allow you to trade in your used unit for partial value, based on the condition of the unit.  In response to our proposal, you issued the following threat: Im going to pass on the ridiculous offer and start making sure every forum,Reddit, BBB etc hear about my experience to make sure that this experience cost you exponentially more in lost business than the 3k youre trying to scam me for. Welcome to the world of SEO and ORM.

  Under these conditions and following your negative postings filled with untruths and spin on multiple websites over the last week, our proposed solution is no longer on the table, and we are not in position to negotiate with you. Once all of the negative postings are removed, and provided that you are committed to honest, non-threatening, good-faith dialog, we would be willing to re-engage in negotiations, to see if we can find common ground. Please note: Under normal circumstances, our return policy is 30 days, and we charge a restocking fee of 25%. Our proposal to you was credit up to 50% for your returned unit, depending on its condition at the time of return. We will not issue full value for a used unit that was sold 8 months ago.
  
  
  Customer Service - Escalation Team

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

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19398537
  
  I am rejecting this response because:

   

  I only have one record of an email with the mention of double paned glass and as I noted it predates my subsequent conversations. If it's in quotes, it was based on my understanding that it reflected my conversations with your rep. ** for R value, it's marginal in either case.

  That being said, if you're truly interested in resolving this, here's my offer:

  I have no issues going back and removing my public posts, but it won't be for 50% of value as the unit is less than a month old at this point. I'm completely willing to accept a 25% restocking fee, but it will be conditional on sharing the shipping fees back.  It can be with a shipper of your choice. Once the new unit arrives, since I don't have the original box, I'll package the **** in the new units box and send it back. I'll even accept going with a reconditioned "like new" unit if you want.

  If this is satisfactory, please email me an invoice and I'll take it from there and as promised remove the public posts with my experience.

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

  

  Business Response

  Date: 02/21/2023

  ************, the 25% restocking fee applies to new, unused equipment that is returned within 30 days, which would not apply to your order.  Also, the restocking fee does not cover return shipping.

  In an effort to resolve your situation and move forward, we are authorized to accept your returned cooling unit, bottle probe and duct hood in exchange for a credit of $2467.70, provided that the unit reasonably reflects your description (ie less than 1 month of usage) and is returned in good condition. In addition, we agree to arrange and pay for the return shipping of your unit, including sending a box to you for packing and returning the unit to us. We will send the return shipping box and return shipping label to you as soon as all of the negative reviews are removed.

  We hope we can all move forward in good faith to get **************** installed with correctly-sized and configured equipment. 

   

  Customer Service - Escalation Team

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19398537
  
  I am asking a question before I accept the offer from the business:

   

  Quick question as you're asking for the probe and duct hood as well. Would neither of them work with the upgraded unit?

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

  

  Business Response

  Date: 02/22/2023

  ************,

  The bottle probe certainly can be used with any of our cooling units, and if you decide to keep it, we'll adjust the credit accordingly. 

  The duct hood, is sized specifically for your cooling unit, and won't be compatible with other cooling units, hence we assumed that you'd want to return it.

   

  Customer Service - Escalation Team

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19398537
  
  Last question before we move forward:

   

  As I have over 150 bottles in the cellar at the moment, how do we go about sending over the new correct unit? I'll go ahead and book my contractor to do the work quickly, but I'll need the new unit before I pull the old one out. 

  Feel free to reach out by phone, as I'm fine with all other terms. We just need to work out the timing of the new unit and credit.

  Also, I'll be keeping the probe to use with the new unit.

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

  

  Business Response

  Date: 02/22/2023

  ************,

  We will call you tomorrow to coordinate the selection and shipment of the new equipment, and also will coordinate the timing of the returned unit. It isn't a problem to purchase the new equipment, have it delivered and swapped, and and then return the original unit at that time, if that's the best sequence for you.

  In the meantime, please provide the list of negative posts that you removed. Our understanding is that the negative postings will be removed in the next few days.

  If you have any other questions, let us know.

   

  Customer Service - Escalation Team