We have wrote about companies to watch out for in the past, over the last several months we have recieved negative reviews from Alpine Freezer customers and would like to share some of what we have found from BBB and other sources:
Complaint: I am the CFO of a company that purchased a FROYO machine from Alpine Freezer. The first machine, delivered in May, appeared to have been dropped at some point prior to or during shipment. It was severely dented on arrival and would not freeze the yogurt. Alpine Freezer, after more than a month of chasing/many repeated phone calls and emails to customer service and the salesman, finally responded by first sending out a technician who was unable to fix the machine and then ultimately agreeing to “do the right thing” by replacing the broken machine. What at first seemed to be positive news quickly became a nightmare as the replacement machine is inoperable! The FROYO machine literally delivers a strong electrical shock to anyone who touches it. After yet another month+ of chasing/repeated phone calls and emails requesting either a replacement or technical repair, customer service FINALLY responded and sent their technician who was unable to properly determine the cause of the electrical emission or fix the broken machine. It has been almost 2 more months at this point. My management team and I have continued to chase Alpine Freezer, on an almost daily basis, to no avail. We are requesting that they take back their machine and remit a full refund of the $6,000 we paid them in good faith for a functioning FROYO machine. We signed our contract with Alpine back in the Spring. We have, at this point, lost a full summer season of expected revenue. The owner, Duc N*****, refuses to return our phone calls. Through his saleman, I have even offered to work out a repayment plan for the $6,000, if he/his company’s cash situation is such that he can’t afford to pay it in one lump sum. Last week, On 9/10/15, Duc finally promised, via his salesman, to mail the refund check to me on 9/11/15 and confirm via email on that date that his promise to refund was fulfilled. The email and the check never arrived as promised and, once again, no one at Alpine Freezer will pick up the phone or respond to my emails. Alpine is in breach of contract as we do not have an operational machine and Duc N***** refuses to work with me to remit a full refund. Duc N***** is unresponsive, unprofessional and is NOT to be trusted. The machines delivered to us were both broken/inoperable and customer service over the past 5 LONG months has been horrendous.This company should be shuttered immediately for poor business practices.
Desired Settlement: As explained above, Alpine Freezer is in breach of contract. We contracted for a functioning frozen yogurt machine and they have been unable to deliver an operable machine. Duc N***** (Business Owner) verbally agreed, via his salesman, on 9-10-15 to a full refund of $6,000 to be mailed on 9-11-15. This agreement was documented as confirmation of our verbal agreement in an email sent to me by his salesman, Kerry Kuykendall, with Duc cc’d on 9-10-15. Our agreement states that once the check clears into our bank, his company can make arrangements to pick up their broken machine. I expect Duc N***** to remit our deposit, in full, in the amount of $6,000 asap.
Complaint: ***, it is time I actually put in notes my dis-satisfaction with my machines. I can honestly say these machines are not quality machines, nor are they even close to the machines you guaranteed me would perform fantasticly for my business. I have had MULTIPLE issues with my machines. Some fixed quickly, some taking weeks or months to get you to resolve. In short, while I have only had the machines 2 years now, I have replaced 7 compressors, 2 fan motors, 2 drive motors, 2 thermostats, 2 electronic boards, multiple fittings cracked causing Freon leaks, and a long list of several other items. This has truly been a very unpleasant experience. I can not rely on these machines to perform properly on any given day.
I have come to work to find yogurt all over my floor, draining out the back of the machine. I’ve had oil contaminating my yogurt many many times, fighting this again now and still do not know where it is coming from, I suspect from the drive motor but do not know why. I have had all kinds of noises and each machine performs differently. There are different fittings on different machines, etc. I am not sure if I got the first of these type of machines, or the last, or the rejects, or what. But I do know that they have been less than satisfactory for my business. Even my customers say they break all the time.
Getting the machines repaired is a major hassle. I have to wait long periods of time for you to reply to me sometimes and then another long period of time for you to send an item. I waited 3 1/2 months for you to send your tech and then he comes in, makes some changes and then leaves with two machines not working, leaving me to wait again to get them fixed. Then it takes even more time for you to cover the repair costs, sometimes having to send multiple requests.
I really feel these machines have not lived up to the quality you advertise or expressed to me. I am not sure how to resolve all these issues or concerns. I know you have felt my frustrations at times, and if not, I’m sure you do now. I have tried and tried to be patient, but it seems I constantly have an issue which causes loss of revenue for me.
Desired Settlement: I am copying this email to the Better Business Bureau as well as you and Kerry. I undoubtedly feel you sold me “lemons” and somehow we need to resolve. I can not continue to have as many issues as I have had and have these machines not perform well.
Desired ResolutionI would like Duc or Hennry to honor three (3) year warranty on the freezers I purchased and send their technicians as needed. If not, to return the defective machines.
Desired ResolutionAll we desire is for someone to contact us so that they can repair and/or replace our machines.
Desired ResolutionI would like for my machines to be serviced and repaired as the company website and contract states
Desired ResolutionI want a refund and will gladly return the machine at Alpine e Freezers expense.