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:02/17/2023

  Type:Service or Repair 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 2021 we purchased two meal packaging line systems from AmeriPak. Immediately there after, a component, the denestor, failed on each system. Over the next year and a half, repeated attempts were made by both the dealer we purchased the machine from, Veritiv, and the machine's manufacturer, AmeriPak, to repair the denestor components of the system. Every repair attempt has failed and the denestor components still do not work. Most recently, AmeriPak 3D printed multiple versions of replacement manifolds intended to fix the issues, but all of those have also failed to correct the problem.Because we must pay staff members to manually perform the operation the denestor components were purchased to perform, the chronic disrepair of the denestors costs us proximately $5,000 per month in additional labor, totaling nearly $100,000 since we purchased the machine in 2021.

  Business Response

  Date: 03/24/2023

  March 24, 2023 

  
  Dear *** *******, 
  

   

  I am writing to confirm receipt of BBB complaint ********; ****** ****. I want you  to know that we take these types of matters seriously and strive to satisfy our customers.  I believe there are some misunderstandings as it relates to our equipment and  performance issues. 
  We manufacture automated packaging machinery at our AmeriPak business. The  equipment in question was manufactured, tested and accepted, by the customer & end  user, based on a specific set of packaging materials (trays & film). A factory acceptance  test was performed with on-site customer participation and end user video participation.  Subsequent to machine shipment the trays were changed. These changes were made  without our knowledge and the equipment no longer performed acceptably. 
  We became aware of these changes at the end of last year. We had a service technician  on-site for a different issue and he tried to make changes to accommodate the new trays.  This was not successful on-site and additional work was required at our facility. 
  We are currently performing testing to provide a system that accommodates the new range of trays. This work will take another week or two, but I’m confident we can  provide a solution that performs well. We continue to communicate with both parts and  anticipate a successful outcome in the coming weeks. 
  

   

  Regards, 
  James H. 
  President
  

  Customer Answer

  Date: 04/06/2023

  I am in receipt of *** ******’s response to my BBB complaint. At this time, ********** **** ******** appreciates AmeriPak’s sentiment regarding replacement of the current faulty system. We remain hopeful that the time to incorporate a new solution will be within the stated week or two of *** ******’s March 24, 2023 letter. At this point, I think it would be appropriate to pause, but not conclude, proceedings with the BBB pending the outcome of AmeriPak’s proposed solution. At such time, we will reevaluate our position.