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Business Profile

Ice

Ice O Matic

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:02/20/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 an Ice-O-Matic GEMU090A, Serial ************** from Ice-O-Matic's authorized dealer, B&P ************ that was installed in our basement mid 2022 that was being finished out. I paid $2,845.28 for what I assumed was a very high quality ice machine. I have followed the recommendations to have the unit serviced by the dealer every 6 months. B&P came out for service in December 2024 and I was told that some bearings in the machine were bad and and I would need to purchase a new ice machine. The machine received very little use, was installed and maintained by an authorized dealer, and there is no reason it should need a full replacement in approximately 2 years. This appears to be a lemon of a machine as I do not believe an almost $3k ice machine, with light use, should need full replacement in that amount of time. I called and spoke with ****** ****** at Ice-O-Matic and she said she would give me the parts, but could not provide labor. I was not satisfied with having to pay $1k in labor to fix their defective machine, but I agreed to the compromise. She said I should get the parts list from the dealer and let her know what I needed (email attached) and she would send them to me for no charge. I did and sent her the list from the dealer, ****************. She then said she would not provide parts because there were too many listed. She said she would provide them and now has said she will not. This is unacceptable and Ice-O-Matic should replace my defective ice machine for a new unit. She said it was outside of the warranty, but this is a matter of a defective/lemon product they have sold me and Ice-O-Matic's responsibility to produce a quality product.I have sent her multiple emails to follow up on this matter with no response (but I have read receipts that she has opened the emails).

Ice O Matic is NOT a BBB Accredited Business.

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