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:05/16/2025

  Type:Customer Service 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.

  We signed up for this service after hearing the sales pitch on 4 Apr. We selected the food we wanted and it was scheduled to be delivered, along with a freezer, on 25 April. We received the freezer and our food and discovered that we were shorted some of the food items. We called and the customer ********************** *** sounded great...she apologized and said she'd send us a $15 check to cover the inconvenience and we'd receive the missing food on our next order. Yesterday (15 May), after arriving home from being out of the country for a week, we found the freezer completely dead and all the food ruined. We called customer ********************** again and the customer ********************** *** walked us through some troubleshooting on the freezer. She was going to email us some information and call us today to get a status check. Fast forward to the end of today and we never received the email, have left 2 messages for the customer ********************** *** that have gone unanswered, and still haven't received the $15 check that was promised. I reached out to the initial sales ***, and she just apologizes, but that doesn't help with spoiled food. I need this company to stand by the promises made. We decided to rely on them for our food service and now it just seems like we're alone on an island.

  Business Response

  Date: 05/22/2025

  Dear Mr. *************** you for taking the time to speak with our Customer ********************** Manager, ****. Were glad to hear that she was able to address your questions and provide further clarification on our warranty claim process.
  Should you need any additional support in the future, please dont hesitate to reach out to us. Were always here to help.

  Customer Answer

  Date: 05/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  
  

• Initial Complaint

  Date:03/29/2025

  Type:Order 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.

  They scam you into getting "free" items that are not free. The order process is not easy, they force themselves into your home for hours at a time. They clearly know what the sales people are doing because my email complaint went unanswered. ********

  Business Response

  Date: 04/17/2025

  Hi ****,

  
  Thank you for taking the time to speak with our Vice President, ****, and for sharing your concerns. We truly value your feedback and appreciate the opportunity to listen and learn from your experience. While **** hasnt been able to reconnect with you since your last conversation, he would still love the chance to speak with you further and help make things right. If you're open to it, hed be grateful to hear from you.

  Thank you again for giving us the opportunity to grow and improve.

  Best wishes!

• Initial Complaint

  Date:02/12/2025

  Type:Order 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.

  Complaint Against: Passanantes Home Food Service Reason for Complaint: Lack of Pricing ********************* Contract Terms Complaint Details:I signed up for a six-month food service contract with Passanantes Home Food Service, which also required me to finance a freezer and mini fridge in order to participate. However, when I requested a clear breakdown of food pricing per pound, the company refused to provide it, making it impossible to make informed decisions about future orders.Under Colorados Consumer Protection Act (C.R.S. 6-1-105), businesses must disclose material information that affects a consumers purchasing decision. Since pricing is a fundamental factor in choosing to continue the service, their refusal to provide this information is unfair and deceptive.Additionally, I was led to believe that the financing of the freezer and fridge was tied to my participation in the food service. If I cannot place future orders due to their lack of transparency, I need clarification on whether the financing agreement still applies. Passanantes has not provided clear answers regarding this.I have attempted to resolve this directly, but the company has only given generic responses and continues to withhold pricing information. I am seeking:1.Full disclosure of pricing so I can make an informed decision.2.Cancellation of my contract and appliance financing if they refuse to provide pricing transparency.3.A formal resolution regarding the financial obligations tied to the appliances.

  Customer Answer

  Date: 02/27/2025

  Hello, we would like to update BBB that this issue has been resolved and closed. Thank you.

  Customer Answer

  Date: 03/03/2025

  In addition to this complaint being resolved and closed, we would like for the details of this complaint to not be posted on the BBB website, and we would like our complaint removed.

  Business Response

  Date: 03/03/2025

  We have been in business for over 100 years, delivering exceptional value, quality, convenience, and customer ********************** to tens of thousands of customers across *****************. Over that time, there have been no more than a handful of issues that have led a customer to file a complaint about our **********************. We take all complaints seriously and regret that we were unable to address all of your concerns to your satisfaction before your complaint was filed. However, we are happy to report that all concerns have since been addressed and we have lived up to the guarantee of customer satisfaction that has guided us since our inception.

  Best,
  Passanante's Customer Care Team

• Initial Complaint

  Date:12/11/2024

  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.

  In November 2022 I signed up for Passanante's Food Services and in this agreement, I was told that I could lease a freezer from the company for the time that I held the contract. I asked that if I no longer wished to receive their services, if I could return the freezer and payments would be stopped. I was assured that this was the case and agreed to those terms. After issues with the food service arose, my wife and I made the decision to no longer receive food from Passanante's and requested to cancel our account and return the freezer. I was told that the freezer account could not be canceled and that I'm stuck with a freezer that is not worth the money that has been paid into it. Home *************** has been removing money from my account with out my permission resulting in charges from my bank, and I know that they are a "third party" loan provider, etc so my complaint for them will be made separately. The original financed amount was $5,030, of which approximately $3,200 has been paid thus far. During the initial sales pitch, I was informed that the freezer would be of commercial grade. However, the Agostino freezer I received is a standard residential model that retails for approximately $749 or less and barely works. This significant discrepancy between what was promised and what was delivered further adds to the misrepresentation.

  Business Response

  Date: 01/02/2025

  Dear ******,
  
  Thank you for taking the time to speak with us and share your concerns. We truly appreciate the opportunity to address the situation and work toward a resolution.
  
  Please dont hesitate to reach out should you need anything in the future. Happy new year!
  
  Best,
  
  Passanantes Customer Care
  

• Initial Complaint

  Date:12/10/2024

  Type:Sales and Advertising 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.

  We ordered with this company and really enjoyed it when we first started. Our second order came around and the sales representative came by to take our order. He told us we were eligible for two free appliances of our choice. We were very hesitant to pick anything, so he reassured us multiple times that it was free for being members and placing the order. We agreed on a cutlery set and stainless-steel pots and pans. My husband went online to make the first payment for our meat and saw we have a balance of over $7000. We would have NEVER agreed to those two items if we had to pay for them, especially with the outrageous prices of $3000 each. We have reached out to the company, left messages with no response. I want these items returned and taken off my bill. I will gladly play for the meat still. I want nothing to do with these other items I was told were complimentary to me.

  Business Response

  Date: 12/30/2024

  I accidentally responded to the wrong customer complaint. Can you please review our response to complaint number #******** and remove it?

  Business Response

  Date: 01/02/2025

  Dear ****** & *********,
  Thank you for taking the time to speak with us and share your concerns. Were grateful for the opportunity to connect and find resolution.
  
  At Passanante's, your satisfaction is our top priority, and were always here to help with anything you might need. Should you have any additional questions or require further assistance in the future, please dont hesitate to reach out to **** *******. He will be more than happy to assist you.
  
  Thank you again and we look forward to serving you again soon.
  
  Best,
  
  Passanantes Customer Care
  

• Initial Complaint

  Date:03/21/2024

  Type:Sales and Advertising 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.

  Date of Initial contact: March 4, 2021 Paid to this business thus far: $6,671.74 Committed to provide, Meat and freezer. They offered FREE GIFTS of which we said we didn't want any. A memo was also sent to the salesman stating this. The company has continued to send us free gifts (with the first two meat orders) and charging us. Please note we have not ordered anymore meat in a very long time. They have lied to us!!Note was sent to salesman stating we didn't want the free gifts and he ignored it.Time Management Loan Statement: Loan No. 01-00586536 (Free Gifts) we never wanted and have only received a few. Loan No. 01-0061032 - Freezer We have not made anymore meat orders as they obviously talked us older citizens (71 and 81 years of age) out of our money. We live on a fixed income and the fact that we said we didn't want any free items (by the way they said with the meat discount the gifts would be FREE. Taking advantage of the elderly is against the law.We have continued to pay as we don't want our CREDIT ruined.An attorney sent a letter to *****************, Vice President on February 1, 2024 and they have FAILED TO ANSWER it or get in contact with us.

• Initial Complaint

  Date:02/26/2024

  Type:Order 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 am writing this review to share my disappointing experience with *************************** and Passanante. Unfortunately, my encounter with these companies has been nothing short of a nightmare.First and foremost, I was charged a staggering $6000 through a Passanante with a loan through *************************** for a cookware set that I ordered, thinking it would be maybe a couple hundred dollar loan, and was not fully informed about the terms of the loan. The transaction was shrouded in ambiguity, as I was not provided with clear details regarding the charges nor was I properly briefed on the terms of the loan.Upon realizing the exorbitant charge on my account, I promptly returned the cookware to Passanante, in hopes of resolving the issue. However, instead of addressing my concerns, I was given replacements that amounted to a mere fraction of the initial cost approximately $500 worth of items. This blatant disregard for fair compensation is deeply concerning and indicative of deceptive business practices.To add insult to injury, despite my attempts to rectify the situation by returning the items and expressing my willingness to settle the matter, *************************** has resorted to legal action against me for non-payment. Despite their initial claim that the loan was tied to the items, they now refuse to accept the returned merchandise, leaving me trapped in a precarious financial predicament.The lack of transparency, coupled with the company's refusal to acknowledge their wrongdoing and cooperate in finding a resolution, speaks volumes about their integrity and commitment to customer satisfaction. I urge prospective clients to exercise caution when dealing with ***************************, or Pasanante as my experience serves as a cautionary tale of hidden charges, unscrupulous practices, and a blatant disregard for consumer rights.

  Business Response

  Date: 03/08/2024

  Thank you for providing feedback regarding your recent experience with Passanantes Home Food Service. We appreciate the opportunity to address your concerns. Passanantes Home Food Service and *************************** are two distinct entities. While we sympathize with any challenges you may be experiencing with HAC, it's important to note that they are completely independent of our company. As a third-party financing company, HAC operates separately from Passanantes Home Food Service, and any issues with their services are beyond our jurisdiction or authority.
  
  We understand that you have expressed your willingness to settle the matter with Passanantes Home Food Service, and we have made multiple attempts to reach out to you to discuss a resolution. However, despite our efforts, we have been unable to establish contact with you. While we acknowledge your frustration with the charges associated with the cookware set, it's important to clarify that the terms of the loan were communicated to you prior to the purchase. Additionally, the items received as replacements were determined based on conversations with you and were subsequently agreed to in writing.
  
  We remain committed to finding a resolution that is fair and satisfactory for all parties involved. We kindly ask that you contact us at your earliest convenience to discuss the matter further and explore potential solutions. Our goal is to address your concerns and ensure that your experience with us is resolved to your satisfaction.
  
  Please feel free to reach out to us directly at ******************************************************* to schedule a discussion at your convenience. Thank you for your attention to this matter, and we look forward to hearing from you soon.

• Initial Complaint

  Date:03/28/2023

  Type:Sales and Advertising 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.

  We ran into Passante food service at an open air market. They stated tgat they had pasture raised organic foods that we could get delivered. So we had the salesman come out and were talked into getting their freezer (Even though we had a brand new chest freezer) that would lower the cost of our food and they would guarantee the food if we ever lost any in a power outage. We received the freezer and food delivery and the pricing seemed ok based on how idustrial the freezer was. (Well worth the money) At the 6month time for reorder we planned to only get food. The salesman showed us a catalog and stated think of these items as free. He told us that if we got some items it would lower the cost of our food. We NEVER talked about the price of the items he only stated that our payments on our freezer would be extended by one year. So we figured that was ok. Well after we got our food delivery and the three EXTRA items we received our new statements. I was floored by the prices. Not only did we still have a contract for the freezer, we had two new contacts. One for over 10,000 and one for the food. I called and stated that it seemed we were paying twice for the freezer. They explained that the finance company front loads the finance charges and that it was correct. I still stated that there was no way a deep fryer, knife set, and Storage containers cost over 10,000 dollars. The Customer Service rep told me she would check the paperwork and call me back. I got the call back and she was correct. She stated that the cost of the extras gets us a discount on all future orders for the next 8 years. I told her we would have never purchased the extras if we knew how much they would have cost. She told me to look at the signed paperwork. Well we signed the contract and didn't notice that the knives where 3299, the deep fryer was 2999 with the storage containers. That is insane! I stated that my husband was livid and wants to and it all back. She said the discount on the good equals the cost of the extras. We are waiting for another call back from the salesman.

  Business Response

  Date: 04/11/2023

  Hi ****,

  Were so glad that *** was able to work with you to find a suitable resolution. Please feel free to reach out to us anytime at [email protected] should you need anything in the future. :)

  Happy Eating!

  Customer Answer

  Date: 04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:08/08/2022

  Type:Sales and Advertising 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.

  The sales rep who came for my reorder pushed on giving us two "special offers" that would be the same price as our normal monthly payment. When we looked at our bills, we realized these two special offers totaled over $6,000 for subpar, or at the very least, wildly overpriced products. I was never told the total cost of these items, though I asked multiple times. I would have never agreed to purchase, especially knowing that there are no returns, had I known the full price of the product. I spoke with the customer service manager who was unable to help at all. She offered to send me videos on one product, cookware, but I already know how to use it. On top of that, I already know the "how-to guides" she offered to send are easily accessible on the internet, as I was linked to them when I registered the set of cookware. I found this mildly insulting considering I use the food service to provide the food that I cook every night. Overall I'm extremely unhappy with their customer service, and lack of transparency about how much money I will have to spend on their "special offers". I want the company to look at its practices, and I want future potential customers to know what they're signing up for so they don't have to find out with their bill as I did.

  Business Response

  Date: 08/23/2022

  Hi *****,

  Thank you for taking the time to notify us about your experience. We understand that you were able to speak with a member of our leadership team and find a resolution to your concerns. Thanks so very much again for reaching out and we're so glad to have resolved this issue.

• Initial Complaint

  Date:07/29/2022

  Type:Order 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.

  **** ********** *********** (the bank for Passanante's Home Food Service) refuses to cancel my account, even though the contract doesn't say anything about not being able to cancel. Yes, I have read the entire contract. I've been trying to cancel for about a month now. The situation for cancelling is this: I was due to make a payment and did not have my account on Auto-pay. Instead of waiting for me to call and make a payment, they accessed my debit card and took out $750 without my permission or knowledge! I never got the money back as they basically refused to give it back, since I owed it and that caused me to be late on a HELOC payment and many other bills, affecting my credit score and a good standing with my bank. Them accessing my debit card without my permission is AGAINST THE LAW and I now do not trust them! I just want to cancel my account without any additional fees. I have tried to contact Passanante's directly and like **** **********, I can never get through on their phone line! I have left a voicemail with Passanante's and have had several conversations with **** ********** (miraculously got through 4-5 times after making about 20 phone calls!). **** ********** told me to send an email to their customer service email stating why I wanted to cancel and I did that. They told me they had received it on July 22nd, 2022 and it would be reviewed by management and to follow up on Monday. I followed up today (July 29, 2022) and got several different people (their system puts you on hold and if you're there too long, puts you back in the wait queue), all who insisted that I can't cancel. The last guy I talked to told me, "All legally binding contracts in the US are permanent and can't be cancelled!" That's not even true!

  Business Response

  Date: 08/03/2022

  Hi ****,
  
  We’re so sorry to hear that you’ve had trouble reaching a member of our customer service team. Summer is a busy time with family trips and kids at home so our staff has been very busy. We wanted to address your complaint right away and clarify with you that **** ********** is *not* a part of Passanante’s Home Food Service. They are a third party financing company. We are terribly sorry that you’ve had trouble working with them and would be happy to assist in anyway, but it appears your complaint is for their business. Please reach out to us at service@****************.com or call our Customer Service Manager Beth at 800.772.7786 ext.*** if we can be of any assistance.

  Best,

  Passanante's Care Team