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Business Profile

Ice

Kooler Ice

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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  • Initial Complaint

    Date:05/13/2024

    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.
    Upon purchasing this ice/ water machine, I was told that they would buy their product back. Over the last two years there have been constant breakdowns, downtime and repairs.Which are very costly in replacement parts. Also, with the machine not working, there are no sales being generated. I know I would take a loss, but I would appreciate if Kooler Ice would buy their product back while its new.

    Business Response

    Date: 05/17/2024

    Dear Mr. *******, thank you for the feedback.

    We have reviewed your ******* purchases, alarms and alerts and it appears based on alarm history, you have mainly had 3 issues over the last two years with your ******** Ice Maker.  The unit is covered by a 3 year full warranty and we are happy to assist getting a ******** Tech to your job site if you need further assistance.  We have several thousand ******** Ice Makers installed in the field and unfortunately, every now and then there is an issue with their product, but they do have a very strong warranty and are responsive.  Below are issues and the dates the ice maker had a problem pulled from our service records.  

    3/15/22      Min Freeze Shutdown on Ice maker
    10/26/23    *** ******* Shutdown
    5/8/2024    Ice Machine 1 Error Shutdown - *** *******
    Other than this it appears you had to replace a bill validator and a demand pump.  The bill validator is a higher wear item and it is not uncommon to see one need swapping in 2-3 years.  We do encourage our customers to keep a spare and to swap it out and to send the defective one back to the plant for repairs under our exchange program.  

    Going forward please remember our ###-###-#### line is open every day of the year. Also, keep in mind our service representatives are in Louisiana a lot doing maintenance on machines and delivering new ones and we are more than happy to pay a courtesy visit to review your machine and make any adjustments.  We are the only company that has outside service representatives who are on the road to assist our customers.  

    If your complaint is being driven by the low sales, at your machine location, as they do look low, we are happy to reach out to purchase your machine.  Unlike other companies, you are correct in that we do buy and sell used equipment and we do take trade-ins as well.  Cleveland H****, our Customer Support Manager will reach out Monday to discuss the option of a courtesy visit as well as a price for buying your machine outright.

    Thanks again for the feedback, please look for Clevelands call.  


    Thank you, 

    Kooler Ice, Inc.  

    Customer Answer

    Date: 05/28/2024

    Kooler ice has contacted me and agreed to buy machine back. I’m waiting for a response with dollar amount before agreeing to buy out. I’ll keep you updated, thanks 

    Business Response

    Date: 06/05/2024

    Our used equipment manager has reached out to customer to discuss purchase options.  

Kooler Ice is NOT a BBB Accredited Business.

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