Complaints

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We have submitted multiple claims that the oven is not reaching temp nor holding temp since May of 2023 with no apparent resolution to send someone out to fix. It has been 8 months and no action has been taken by the company to fix. We need a resolution to operate a brand new oven. Our installation company has spoken and submitted information to ********** at Adco (the companies warranty supplier) on multiple occasions and even reconstructed the space around the oven per their request. When I called I was told that they were very busy. Its been 8 months and zero people have been sent out to take a look and resolve. Its clear that they have no intention of honoring a warranty claim.

  Business response

  01/23/2024

  Yes we are aware of the situation and have apprised the customer that it has been installed incorrectly with a lack of air-flow to insure proper cumbustion.

  Regards,

   

  ****

  Customer response

  02/01/2024

   
  Complaint: 21157498
  
  I am rejecting this response because:

  The response was not up to date. We had already fixed the installation issue when contacting Adco back in October. ************* has been in touch with us and said that he would provide an update to you. He has been working on making sure Adco schedules someone to come out. No one has been out to address the situation as of yet & is pending a local vendor to reach out and schedule to assess. Will accept future communications once a resolution has been handled and the device is working properly. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Dear Afresco Customer Support, Please find attached the photos of the broken top stone of our pizza oven and how we received it. I would also like to complain about the rudeness of the man who answered the phone after I was on hold for 40 minutes and suggested that I go back to ******** to have them deal with this broken stone. I will lay blame equally on ******** and Alfresco with regard to this stone as I don't know if it was received into ******** facility this way or the damage happened with the shipment of when it came to my home. I am the receiver or this pizza oven that I paid over $6k for and can't use!!!! The unprofessionalism of Alfresco is duly noted and I will never spend my money on another of their products again. Now as for my stone I need replaced. Enclosed are the photos, proof of purchase and my serial number is XX-XXXXX. I waited almost 6 months for this pizza oven to arrive to me and I hope I don't need to wait another 6 months for the stone or to use this expensive appliance as I am utter annoyed by this experience!! This was the email sent to Alfresco customer service on 6/3/22 that ******** followed up on. They refused replacement and blamed it on me as seen in email below. So they refuse any replacement. This item was not damaged by me at all. I have finally hear back from the manufacturer on this claim, and this is what they sent to me: "This case was presented to SES Brands (manufacturer), the request is denied: "...the unit shipped from our factory last year on 09/21, so it could have damaged during transit from the distributor to dealer to customer, oor damaged while on site. Being that the box is a bit crushed, something could have fallen on it or the box was dropped....not authorizing a replacement under warranty."

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/07/08) */ Dear BBB and **. *******, Our warranty dept. has certain protocols and criteria to follow with regards to all parts requests. We sell and ship all of our products through distributors who in turn sell them to dealers and stores such as BBQ Guys. These stores then ship our products to retail customers. So as you can see they pass through many hands and freight companies before they reach their ultimate destination. If we don't receive reports of any damages at the distributor level when our truckloads of product are delivered, then the assumption is that they arrived in good condition and undamaged. Furthermore, any damage is notated on the delivery paperwork which then springs us into action to file a claim with the carrier. In this particular case, the product was delivered to our distributor over 9 months ago and we did not receive any reports of damages. This is the reason for the response you received from our customer service department which is in line with our warranty policy. I am sorry if you are unhappy with this situation and would be glad to offer you a deep discount on any replacement parts. Please feel free to reach out to me directly and one again my apologies for your troubles and this situation. Thanks Consumer Response /* (3000, 7, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no contact details (phone number or name) for this person that made the response and they clearly say in the response to contact them directly. Due to the unprofessionalism of the man that answered the phone in the warranty department, I will NOT be spinning my wheels looking for the person that wrote this response. I would also like to know the discount they are offering for the replacement stone I need.

*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. ↩