Complaints

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• Initial Complaint

  Date:06/18/2025

  Type:Product 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.

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 07/08/2025

  Filer’s wife called to reserve the slushie machine on
  5/05/25. At this time, a 50% deposit was made to secure the reservation. On
  6/13/2025, the slushie machine was picked up. Upon pickup, the owner, ******** (myself) started to go through common trouble shooting we typically experience
  with the machine. Filer’s wife politely declined instruction and said that her
  son and electrician husband could figure it out. I informed her that
  instructions were also included with the machine, and to please call if they
  had any issues and that our voicemail is monitored 24/7.
  On Monday, 6/16, upon drop off Filer’s wife mentioned that
  the machine didn't work. ******, our counter associate, asked if she had called
  over the weekend and was able to troubleshoot the issues with anyone on the
  team. Wife mentioned they did not call. ****** said that we would test the
  machine for any issues that same day and get back to her. On 6/17, ********
  called customer to let her know that the machine was tested and everything
  worked correctly. We even took a video. Customer still demanded a refund
  despite not following our clearly stated policy to call the store if there were
  any issues with the rental. She asked me to send a copy of the closed receipt
  to her husband – attached as part of the documents. Our contract states in bold
  letters to call if there are any issues with the rental and that our voicemail
  is monitored and that no refunds will be issued if process is not followed. The
  attached contract with these explicit instructions is signed and included in
  this complaint response.
  As a small business, we understand how important it is for
  policies to be clearly stated. We value our customer service and product
  quality and we can say with confidence that this was not a product issue.
  Slushie machines require a certain output of electricity and any issues with it
  not working are usually fixed by adjusting extension cords or outlets. In
  addition, the machine can shift during transit. The leaking in the filer’s
  images are from the unit shifting in transit and needing to be pushed back into
  place. These trouble shooting tips are not only included in the instruction
  sheet that is included with the rental but also in the communication with the
  customer at pick up that the customer politely declined.
  I respectfully request that you honor the charge of $97.15
  as this was not an issue of a defective rental item or an issue of
  miscommunication.
  Sincerely,
  ******** ********
  Owner