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Business Profile

Theater Supplies

Froggy's Fog, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:12/05/2024

    Type:Customer Service 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.
    I sent my fog machine back for repair and I can't get anyone to give me and straight answer when will i be able to get my fog machine back or replaced me and new fog machine or I want my money back

    Business Response

    Date: 12/05/2024

    ***, 

    I am following up on this repair. I do see where you emailed and our **************** Representative responded this morning to you and verifying it is the Titan 1200. I will be calling you in regards to this order. 

     

     

  • Initial Complaint

    Date:08/11/2022

    Type:Service or Repair 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.
    We Purchased the Froggys Fog F4 Machine from them for roughly $500 Quite some time back. this machine has been sent in and in the hands of froggy fog more than it has been able to be used. it has been sent to them apron 4-5 times since purchase, each time taking months to fix and send back. We have had yet another issue with the machine and were hesitant to send it in to the company as they have such a poor track record with getting it fixed and sent back. They gave us the option of them sending us parts or just sending in the whole machine..after they assured us that we would have it back in a week and that was 2 months ago! We would like to get our machine back ASAP or get a replacement sent. this has been damaging to our businesses reputation by not having the proper functioning equipment.

    Business Response

    Date: 08/22/2022

    Business Response /* (1000, 5, 2022/08/15) */
    We have reached out and was able to contact **** ********* as he is the account owner for their orders. Their machine was purchased in January 2019 and due to a backorder it was shipped in July 2019. The machine holds a 1 year warranty and due to Covid-19 in March 2020 we understand many businesses were not operational and we extended the warranties into 2021. Their machine had repair issues in October 2020 and due to not having the parts in stock we replaced the machine with a new machine due to them needing it to be back in their operation quickly. In March 2021 we completed an in warranty repair on the fans. The machine has run operationally until June 2022. They contacted their sales rep who submitted an in warranty repair when the machine is now out of warranty out of courtesy. We issued a return shipping label on 6/20/22 and the machine was not returned to ***** for return shipping back to our location on 7/5/22. Two weeks after it was reported to not be functioning properly. We received it back in our plant and tested the machine and was awaiting a part in order to fully fix the machine. We provided a follow up on the machine and explained it is awaiting a part. ****** ***** then came and filed a BBB claim. We have reached out to his business partner are we do not have the contact information for ****** ***** and offered a full refund on the machine for their inconvenience. He said he would have to speak to his business partner and this was on 8/12/22. He said he would reach back out by Monday 8/15/22 at the latest. We have not heard back. The machine repair is now complete but we have not heard whether they would like the machine that is repaired returned or instead a full refund.

Froggy's Fog, LLC is BBB Accredited.

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