We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Coffee Roasting and Handling Equipment

Nuova Distribution USA LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Coffee Roasting and Handling Equipment.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/08/2023

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    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 the 2 years that Ive had this espresso machine it has needed a fuse replacement 4 times, has had leaks and battery issues. I did receive replacement fuses and had repair of leaks completed. I believe the fuse issue is a faulty design based on many many others experiencing the same issue with this machine but Simonelli and ************** (distributor) always refused to ***** a refund on defective product. But my main issue is that this machine relies on a phone app to use its full functionality. The phone app has been glitchy but usable most of the time until now. Now the app is completely unusable and the response from Simonelli is it will be back in a month or so. In the meantime many features on my machine are bricked (unusable). A company should not be able to disable the functionality of a product remotely at any time. Given this and my many issues since purchase, I would like my money back so I can purchase a stable machine that cant be disabled by the manufacturer,

    Customer Answer

    Date: 09/21/2023

    We're coming up on 14 days tomorrow and I have heard nothing from Simonelli or the dealer ************** regarding this complaint. I've been without full function of my machine for 20+ days now this time around. My machine also has little to no value if I were to try and sell it. Please help! 

    Business Response

    Date: 10/04/2023

    We sincerely apologize for the inconvenience you are experiencing with E1 Prima app. We would like to provide you with an update on the current situation and explain the reasons for the delays.

    We are aware that you have reported issues with the app, and we want to reassure you that there has been no hacker attack. Your security is our top priority, and we have taken additional measures to ensure it. To enhance the stability and security of the app, we are currently in the process of relocating our databases to Europe. This change has been planned to provide greater protection for your data and to comply with privacy laws.

    Unfortunately, due to this migration process and the associated complexities, we are behind schedule compared to the expected release times for the new version of the E1 Prima app. We understand how important the app is to you, and we are working diligently to expedite the development and testing process. 

    We appreciate your patience and understanding as we work to overcome these challenges. We will update you as soon as the app will be available on the stores.

    Thank you for being a valuable user of our app, and we apologize once again for the inconvenience you are facing.

    Best regards,

    ************************

    Customer Answer

    Date: 10/04/2023

     
    Complaint: 20575867

    I am rejecting this response because:

    An apology, while appreciated, does not give me back the last month of being unable to use my machine with all the features I was promised when it was purchased. The app is still currently down with no actual timeframe provided for when it will be available again. The company also has made no guarantees that this wont happen again. The app should have never been completely disabled for a migration. You could have migrated the recipe information without completely disabling the capability of using the app with our machines.

    I simply dont want to deal with the beta version of a machine you released anymore. You have completely destroyed any resale value it would have had in the resale market due to the fact you released lemons and wont allow them to be returned. I want compensation in the form of being able to return the machine at purchased price. 


    Sincerely,

    *********************

    Customer Answer

    Date: 10/23/2023

    Hi ******, 

    Thanks for the update. When will this be reflected on the BBB website. I don't see it now and they still have an 'A+' rating. Thanks again. 

    ****

Nuova Distribution USA LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.