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:09/30/2024

  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.

  Dear ************ are filing a complaint against ************* (Donut-O-Matic) regarding a donut machine purchase.Wire Date: 7/10/2024 Wire Amount: $66,295.00 Their representative assured us the machine would be approved by the ********************************, which it was not. This leaves us with unusable equipment, financial burdens, and loan repayments. Despite our efforts, Donut-O-Matic refuses a refund and insists on charging storage fees.I have supporting emails I can forward over

  Business Response

  Date: 10/13/2024

  October 12, 2024
  
  Response to BBB Regarding Complaint
  
  Subject: Response to Complaint Filed by Ewuraesi Richetts Regarding Purchase of Used Donut Machine
  File Number: 22351064
  
  Dear BBB Representative,
  
  We are writing in response to the complaint filed by Ewuraesi ******** regarding the purchase of a used donut machine through our company, Donut-o-matic. We understand their concerns, but we believe that we have acted in full transparency and good faith throughout the transaction and have gone above and beyond in assisting them with this purchase. Below, I will outline the key facts and actions we have taken to address their concerns.
  
  1. Role as Broker and Responsibility Disclosure
  We acted as a broker in facilitating the sale of a used donut machine between Ewuraesi ******** and a former customer, ****** *********, located in *****. Throughout this transaction, we have never taken physical possession of the machine. The machine was shipped to a third-party warehouse at our expense, where it has been stored since the sale. In addition,we have been covering the monthly storage fees for this machine while awaiting further direction from the buyer.
  
  It is important to note that Ewuraesi Richetts requested a more cost-effective solution than purchasing a new machine, leading us to offer this used unit. We provided all relevant details about the machine,including its condition and certifications, before any payments were made.
  
  2.Disclosure of Certifications
  Before the transaction was finalized, we clearly informed Ewuraesi ******** that the machine was certified under European (CE)standards and that it might require additional certifications for use in ********. We supplied them with all available certification documents and encouraged them to verify local regulatory requirements with the Maryland health authorities prior to the purchase. Despite this, Ewuraesi ******** proceeded with the transaction without confirming with their local authorities whether the machine would meet all required regulations.
  
  3.Assistance with ************** Inspector
  Upon learning that the Maryland health inspector required an onsite field inspection to approve the machine for use, we offered our full support to Ewuraesi Richetts in resolving the issue. This included providing all the necessary certification materials, inspection reports, and communicating with the state inspector on their behalf to facilitate the process.
  
  Despite our efforts and willingness to assist in scheduling and completing an onsite inspection, Ewuraesi Richetts has refused to take the necessary steps to ensure the machine is certified for use in their location.
  
  4. Refusal to Accept Delivery and Storage Costs
  Following their refusal to complete the onsite certification process, Ewuraesi Richetts has also refused to accept delivery of the machine from the third-party warehouse. Despite this, we have continued to cover the cost of storage fees, though this responsibility belongs to the buyer once the machine was purchased and payment was made.
  
  At this point, Ewuraesi Richetts is liable for the ongoing monthly storage fees that have accumulated since the purchase. We believe it is unreasonable for us to continue covering these costs indefinitely when the machine is ready for delivery and only remains in storage due to their refusal to accept it.
  
  5. No Signed Sales Agreement
  We provided Ewuraesi Richetts with a formal sales agreement detailing the terms and conditions of the purchase. However, they declined to sign the agreement, yet they still moved forward with payment,indicating their intention to proceed under the terms as discussed. While the lack of a signed agreement may complicate the buyers claims, we believe this underscores the fact that they were fully informed and voluntarily accepted the terms of the transaction.
  
  6. Machine Availability and Buyers Responsibility
  The machine remains available for immediate delivery, and we have made several attempts to resolve this issue amicably.However, Ewuraesi ******** continues to refuse delivery and is unwilling to perform the necessary onsite inspection to meet their local requirements.
  
  We reiterate that it was the buyers responsibility to ensure the machine met all local regulatory standards before completing the purchase. We cannot be held accountable for their failure to take this necessary step or for their refusal to conduct an inspection that would resolve the matter.
  
  7.Conclusion
  In conclusion, we believe that we have provided extensive support to Ewuraesi Richetts throughout this transaction, including paying for shipping to a third-party warehouse, covering storage fees, and assisting with their local inspector. Unfortunately, they have failed to complete the steps necessary to use the machine as intended.
  
  We respectfully request that Better Business Bureau dismiss this complaint, as we have fulfilled all our obligations and have acted in good faith. Ewuraesi Richetts should be held liable for the ongoing storage fees and for their refusal to accept delivery of the machine. We remain willing to facilitate the delivery and assist with any necessary inspections should the buyer decide to move forward.
  
  We appreciate your attention to this matter and are happy to provide any further documentation or clarification as needed.
  
  Sincerely,
  ***** ********
  Member
  ************* DBA: Donut-o-matic