Complaints

• Initial Complaint

  13/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased equipment for my restaurant from vortex. Specifically an oven. I paid over $2000 dollars for this item and was told I would have it within 4-5 business days. The item has still not been delivered to me. It was bought and paid for July 30. It is now August 13, with no sign of delivery being scheduled. This equipment is for my restaurant and Ive not received any communication from the freight company, fastfrate, except that my order is sitting in a train yard in ******. I feel very mislead by staff at vortex and now it is costing me and my contractors time and money based on these misleading timelines provided by vortex. With the shipment sitting in a train yard, there is no telling when and who is responsible to ensure a swift delivery. I would very much like to see this item delivered to me this week to maintain my construction timeline. Invoice number from Vortex is *****.

  Business response

  13/08/2024

  Hello Asif

   

  Than you for your email. This is a first time we are hearing about this issue. All provided timeline are estimated and we can never guarantee the delivery timeline. We reached out to Fast freight and trying to expedite the issue with the shipping company. We also called you and explained. We will update you shortly. Please let us know if there will be an issue. We will update accordingly. 

   

  Customer response

  13/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  30/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  October of 2022 I applied for grant for twenty five thousand dollars to update the kitchen at the ***** ******** ****** In millville new brunswick. In order to get a quote, I logged into the vortexic equipment website and ordered the equipment. I needed to get a quote. In march of 2023 I contacted vorestaurant equipment to insure everything I was getting was right period my electrician had wired for a 1 phase 220 plug for both ranges. When I contact them. I told them that I needed 2 one phase to 220 V Rangers period period I also cancel the couple of shelving units period we also discussed the power supply for the Griddle that I purchased. When the equipment arrived in April. The sink and taps did not match, And my electrician told me that the ovens were wrong. And one was even at 3 Phase. He told me he would contact the company that supplied them and see what could be done. I told them just to send me 2 new ranges. the rap from the company that supplied the Rangers contacted me and Ask me for my electrician's Number so that he could send him the diagrams for rewiring the ranges. My electricians told him that it could not be done and he would not do it. He told me the number for an electrician. In Fredericton that he uses. the electricians come in and rewired the oven to one phase and connect both of my ranges and charged them with electricity. The first time I utilized the rewired oven it caught fire. Myself and the ***** **** ********* killed the power and put out the Fire. When I contacted vortext they told me that they were gonna send in a new element and have it replaced. I told them at this time i would like to have new stoves. They sent their electricians in with a new element and install it. I informed vortex at this time. That I was not going to accept a referbished range for a new one. There's a lot more to this story and I have email trail. That Has them admitting to their mistake. I also have offers that I have accepted and they have pulled back.

  Business response

  07/11/2023

  Hello 

  This is in response to the complain that was filled with BBB for one of our customers Millville ******. We believe, not all the facts were included in the email and you can find the timeline and snapshots of communication between the end user and one of our sales rep as per below. 

  Customer reached us on October 2023 requesting a quote for a few Restaurant equipment. 

  One of our sales associate worked with the customer and prepared an estimate (Quote) provided a data sheets and patiently responded to all of the customer inquires. Entire process started in October 2022 and finalized by April 2023.

  Orders was confirmed on March 2023 with two Imperial Range 208V-220V single phase. (screen shot of the approval attached)

  Units were paid for and shipped out on April 2023. Due to stock, one unit was shipped with 208V Single phase and other with 208V 3 phase. (Electrical phase is field convertible as per the manufacturer)

  This was communicated to customer on the email tread attached and customer acknowledged. All field convertible equipment can be converted during the installation by a certified electrician (Installer) 

  Equipment was received and inspected by the customer. 

  All wiring diagram to how to convert the unit was provided as per attached to customer. 

  During installation, customer electrician refused to convent the commercial range. (Unknown reason)

  Third party was hired and he / she installed the unit. 

  Customer informed us once the unit was installed the oven blow. 

  We initiated a warranty call and they determined the issue with unit came from the electrical Voltage not the phase. The building requires a 240V but the unit that was approved and ordered were 208-220V. As a good will, correct voltage element were shipped for the oven section of the range at no charge to install. (Top elements are still 208 volts) 

  We take this matter very seriously but as per email, all the communication on our end done in the best manner and as per custom request. We however, still can assist further to resolve the issue. Thank you.

  Customer response

  08/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do not have a copy of the phone conversation when I told them that the wiring was for 1 phase 240, I admit to missing this on the invoice but when they arrived I did send an e-mail telling them that my electrician would not hook them up because they were wrong. As per the attached e-mails, they admitted there mistake and offered a solution that I agreed with. This offer was reneged on when accepted and then the company refused to answer my emails, and that is why I have contacted the BBB for assistance.
  
  Sincerely,
  
  ***** ****

  Business response

  09/11/2023

  Good Afternoon

  Thank yo for your massage. 

  As stated in the email. All confirmation were done prior to shipment on the quote and invoice by our customer. Proof were part of the initial response. 

  In customer initial complain (Refer to the complain top section) he even stated that he was looking for a 220V oven not a 240V. 

  Equipment received and concern were filed in terms of field conversion of the unit. Customer electrician due to (Unknown reason or reason as per attached) refused to convert the unit which later this task was done by a third party. 

  I also attached a response, from customer electrician verifying he is worried to to the conversion, due to warranty concern but not the unit being 208V. 

  however, what we Offred is to replace the elements of the oven as an alternatives or replace the 6 burner ovens to 4 burners. 

  What was communicated with customer is to offer two 4 burners instead of 6 burners. 

  Fryer is an extra items and has to be paid accordingly. 

  Thank you and looking forward to your response.

  Customer response

  10/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: as stated in the emails provided by me (a chef not an electricion) was and is clearly stating that this was not my mistake, again from day 1 I have repeatedly stated that the ovens were wrong and that I wished to have ones that worked. Previous phone calls with the sales person issued prior to the first order over these ranges, I discussed tops, voltage and costs . Unfortunately there is no paper copy. The other email clearly states that they are offering to replace the ranges with 2-4 burner ranges and a deep fryer. When agreed upon they took the offer away stating that there were none in stock, i placed an order on line and found that they were in stock. After talking to him about this all communications stoped from the company and that is when i made the complaint. In the end it was there electrician that installed and charged the ovens with 240 which i am told that any electrician should know was 240 not 208 at this time the error should have been dected not after both ovens caught fire and had to be extinguished. Even after the first ranges caught fire there electrician installed a new element and still did not recognize the issue. Maybe it is time to move forward with legal services as we seem to be at an impass. Please advise. I have all email communication and at no time before this have they not been apologetic and accepting responsibility. Recorded phone records must be deleted after 6 months I guess?
  
  Sincerely,
  
  ***** ****

  Business response

  16/11/2023

  Thank you for the response. 

  AS indicated initially. The quote was approved with he item in the quote by yourself and invoice was paid as per the items in the invoice. 

  For all commercial equipment, customers need to verify the electrical as per the spec sheet and quote which was not one by yourself nor electrical.

  We shipped the units as per invoice. We had two offers to solve the issue

  Exchange the elements 240V since you approved the 208V units

  Exchange the stove to two 4 burners. (as per your email we quoted you on 2 x 4 burners and a fryer but no where in the email we agreed to exchange the units for 2 range with a fryer. 

  We can also exercise the return of both units with the full refund on both but the shipping cost. I will be in touch to discuss accordingly. 

  Customer response

  23/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I find the return of the stoves acceptable as I have been requesting this since April. But if I have to re-pallet and wrap these stoves I should not have to pay shipping. If not than the last offer of 2 four burner 240v 1 phase stoves and a 240v fryer are also acceptable  as sent in this attachment to me from the sales rep.
  
  Sincerely,
  
  ***** ****

*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. ↩