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:02/23/2023

  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 KegCo HK-38 unit from KegCo/Beverage Factory in February 2021, and received in March/April 2021. I wanted to love this unitand did love this unituntil it would not cool anymore. Ive made it the centerpiece of my bar area.But the unit did not even last 2 years. The unit will not cool below ~46 degrees. I expected a lot more from a unit that cost $2,000. I just bought three new 1/6 kegs for my Super Bowl party when the unit stopped working, and we were forced to drink warm/foamy beer. I essentially lost over $300 worth of beer because of this defect.I reached out to KegCo/Beverage Factory (related entities), and they informed me that since the unit is out of warranty, they would not replace the unit. Kegco/Beverage Factory offered me two options: (1) hire a technician (at my own expense) to look at and diagnose the problem, and if it is the compressor, they will send me a new compressor (where I would have to cover the expense of installation); or (2) purchase a new cabinet only at a discounted rate of $500. I was also informed that these units should last a minimum of five years, but the company clearly does not stand by its products.I was surprised that the unit failed before even hitting the two-year **** after reading so many positive reviews on Beverage Factorys website (one of the reasons I purchased the unit over competitor products). After further investigation, it seems this is a prevalent problem that have been reviewed elsewhere (but suspiciously, never on the Beverage Factory Website). BUYER BEWARE of the Beverage Factory Reviews.

  Business Response

  Date: 03/10/2023

  Hello

  Thank you for contacting us, we did miss the original emails as they were being handled by someone in the organization that is no longer working here. 

  
  

  We resolved this with the customer last week. We have sent the customer a new unit, free of charge, with a tower insert to assist with the built-in application. We are picking up his old unit as well.  We had tried to resolve this with discounting a new unit since it was out of warranty, please see the email message below. 

  
  

  Please let me know if we can provide any additional information to note on our account as we resolved this with a free unit.

  Thank you 

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