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:04/29/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 asked this company to repair 2 espresso grinder about a year ago, maybe longer. I believe they were picked up and looked at around February 2023. Their response has been that parts have been unavailable. I understand that parts have been hard to get for several items since the pandemic, but I need to get my equipment back and operating. They have been slow to respond to message or they do not respond at all. I just need to get this resolved at the minimum possible cost to me. The length of time this has taken with no consistent communication is unacceptable.

  Business Response

  Date: 05/02/2024

  The grinders in question both need a capacitor to be repaired.
  These parts have been on back order since the grinders were picked up in
  February. Each time the customer has called to follow up, it has been
  communicated that the parts needed are backordered. What the customer failed to mention is, when the grinders were picked
  up for repair, we delivered a brand new $3750.00 grinder as a loaner machine (exact same machine as taken for repair), at no cost to the customer. The machines that need
  repaired were not sold to the customer by us, therefore we hold no warranty to
  them nor are we required to provide loaner equipment. Secondly, these grinders
  were installed in 2019, the manufacturer carries a 1 year warranty, so these
  were also out of warranty through manufacturer. We did this to ensure the
  customer could still operate his business as we attempted to formulate a plan
  to repair these grinders. I have attempted to work with ********* to formulate
  a plan to get these grinders up and running, yet have had no luck. I have
  attached my last correspondence with *********. This email occurred directly
  after a phone call with the customer, unfortunately it took ********* over a
  week to respond to me on this. All while informing me they still have no eta on
  these parts.
  We met with a manufacturer rep for ********* in February of 24 to
  discuss the ongoing problem of backordered and out of stock parts. The
  manufacturer, *********, is out of Italy, so as the customer has suggested these backorders have something to do with
  the pandemic, it is more of a problem with oversees manufactured machines and
  parts. After meeting with the ********* Rep we were informed that they had
  changed operating software's and we needed to place a new order of all back
  ordered parts. I placed an order of 8 capacitors on 2/19. I have attached that
  order form stating 0 were being shipped, due to back order.
  Since we have had the machines, we have attempted to replace all
  switches on the machine, to rule out any other possible part causing these
  grinders to not work. We have been unsuccessful and have fully determined the
  only part that will repair these machines is a capacitor.  All of those
  repairs have come at no cost to the customer, nor do we plan to bill for them
  as we were just attempting to find a repair while we waited on capicitors. This
  information has been communicated to the customer, though the customer has
  refused to believe these parts have been back ordered. We
  have also attempted to source an aftermarket capacitor for replacement but have
  found that the capacitor is propriety to ********* and there is no direct
  replacement. We have been unable to find a capacitor that meets the same,
  wiring, UF, dimensions and voltage. Please let me
  know any other information that would be needed to dispute this claim. In
  regards to this specific customer, I do think its fair to note that this
  customer has refused to pay for multiple repairs made to machines in his store,
  with a current outstanding balance from February
  of 2023.

  Customer Answer

  Date: 05/03/2024

  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 my thoughts on the rejection are as follows.

  I agree with a majority of their responses.  They have communicated that these 2 grinders need a capacitor and the parts were on backorder and there has not been a delivery date confirmed.  Although when I spoke with Spencer most recently he did mention that per his email with ********* that they thought these might be available in mid April.  Then if they did not arrive in mid-April that the local ********* rep was open to the idea of taking the necessary capacitor out of current new machines and using them to the repair the grinders.  My main complaint is the lack of follow up.  When I call and leave a voice mail they do not get returned.  When I email to follow up, the email message go unanswered with no reply.  

  I have a few follow up questions? 

  1.  Is ********* still manufacturing this grinder and using the same capacitor? 

  2.  Is it it possible to ask ********* to pull a capacitor from a complete machine? 

  They have provided the one loaner machine, which I am appreciative.

  As for their closing statement, this is the first I have heard that I have outstanding invoices.  I am more than willing to pay these,  I just had no clue I had outstanding invoices.  I have not received anything via USPS, an email, or comment when I have spoken with them indicating an outstanding invoices. I am more than willing to pay any outstanding invoices if they will provide a copy.  They can be emailed to [email protected] or [email protected].    It is completely false that I have refused to pay these.  
  

  Regards,
  
  ******* **********
  
  

  Business Response

  Date: 05/28/2024

  *******, 

  We have two options at this point. We can continue to wait for the capacitors to come in, which still have not been released from backorder. The other option is for you to purchase two grinders for $2300 ea. Please let me know which one youd like to move foward with.

  Customer Answer

  Date: 05/28/2024

  Better Business Bureau:

  Steve - I will continue to wait for the new capacitors to come in.  I would like to resolve any outstanding invoices. 

  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* **********