Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Scotsman ice machine (model # UC2724SA-1) on April 19, 2022 from WebstaurantStore. It quit working for the first time within 1 month. We had a local company referred by Scotsman come out and work on it. The following dates were service calls on this particular ice machine: 5/11/22, 7/21/22, 8/23/22, 9/9/22, and 10/19/22. Finally, in October, Scotsman told us they did not have the part that we needed and we would have to wait an unidentifiable amount of time for it to come in. In the meantime, this particular ice machine was still available for purchase on WebstaurantStore's website and WebstaurantStore sent us a brand new ice machine (same model) to replace the broken one. Scotsman did not have a say in this, we wrote a complaint on WebstaurantStore's website which prompted them to contact us and try to resolve the issue.The new ice machine (again, same model as before) arrived working, but has broken and again required multiple service calls. Dates of service calls on the new ice machine have been 6/5/23, 6/16/23, 10/23/23, 11/2/23, 6/24/24, 7/1/24, 7/17/24, 7/24/24.This particular model has a complaint filed against it and is still being sold to consumers. It is obviously a defective model. On this last service call, Scotsman said they would send me a new unit, same model. I do not want another unit like the 2 previous ones which have broken multiple times. This is a waste of time and money for all of us. I would like my money back so I can purchase a new ice machine from a different company.

  Business response

  08/29/2024

  Good afternoon *****,
  
  I'm sorry to hear that your continued to have trouble with your ice machine. We be happy work with you. We made a couple attempts to contact you via phone number **************.  Could you please return ****** phone call when you have the opportunity? 
  
  Additionally, would you be able to provide a copy of your proof of purchase.
  
  Thank you and we look forward to hearing from you.  

  Customer response

  08/30/2024

   
  Complaint: 22170921
  
  I am rejecting this response because:

  The companies response of contacting me multiple times is false. We have received one message from **** ********* yesterday, (which we attempted to return today) for the first time since we have been dealing with this machine. I have already taken hours away from my customers, employees and family to deal with this ice machine. This is actually the second machine we have received, and we continue to have the same issues, through multiple machines and numerous attempts to fix. 

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

  Business response

  09/16/2024

  Sorry for the confusion I have since spoken to your husband. We are processing a credit in full through your purchasing dealer.  If you have any questions, please feel free to reach out to me at ************.

  Thank you,
  

  ****. 

  Customer response

  10/08/2024

   
  Complaint: 22170921
  
  I am rejecting this response because: Hello,
  
  I would like to reopen the case I filed with Scotsman Ice Systems. I still have not received a refund from the company, so therefore reject their last communication via the BBB complaint forum. There was only an option to accept their response at the time, which I didn't want to accept because I had not yet received the refund.
  
  ****, who is the contact at Scotsman that I've been working with, told me on August 29th that a refund would be issued and it's now October 7th, and I'm still waiting on it.
  
  He is not returning my phone calls at this time.
  
  Thanks,
  ****
  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent $2743.65 on brand new Scotsman Ice Machine from **************** Supply for my business, On the ***** **** The machine came with a defective part, and their warranty company refused to handle it. I finally was able to contact someone from Scotsman to send me the part, so that issue was resolved even though it took a month. Now, only 5 months later, the machine is malfunctioning again, and no one from the warranty department is getting back to me. I contacted Scotsman who sent their local warranty service, Day and Night, a notice to contact me, and I've left them multiple emails and phone calls and no one gets back to me. I've spent $2700 on a defective piece of equipment that no one will fix or refund me for, and I'm spending $50/week on bags of ice. This machine is clearly defective, and at this point, I would like either a replacement or a refund.

  Business response

  05/03/2024

  Good afternoon,
  
  We've reached out to ******** but were unable to get a hold of her. A voicemail was left this afternoon.  We have also reached out to the service provider mentioned for additional information and clarity on the situation.  We will continue to attempt to reach out to ******** and help her get the issue resolved. 

  Customer response

  05/03/2024

   
  Complaint: 21653891
  
  I am rejecting this response because:

   

  I am no longer interested in getting this machine serviced. Its a defective machine, and this is the second time Ive tried to use their warranty technicians and they were unresponsive for over a week. *** spent close to $3000 on a brand new ice machine, and a couple hundred dollars buying ice, and waiting for someone to get back to me. I dont want to wait another week until they have time to come by. I would like a refund, or a completely new machine.
  
  Sincerely,
  
  *********************************

  Business response

  05/23/2024

  Good afternoon,
  
  I appreciate you reaching out and I'm sorry to hear that you're having trouble with one of our ice machine.  I believe the issues have been resolved. I know we have not been able to make contact with you directly.  However, we were able to get the service provider back on site.  There was an issue found with the water inlet valve and that valve has been replaced and the machine is working within specifications.  If there any additional issues or confirm concerns, please let us know

   

  Customer response

  05/25/2024

   
  Complaint: 21653891
  
  I am rejecting this response because: THIS IS NOT TRUE! The machine is not working. Someone showed up with NO NOTICE. I don't know if he changed anything in the ice machine, but he left 10 minutes later. He never stayed to see if it was making ice because it IS NOT MAKING ICE. The response by Scotsman is APPALLING! This is a brand new machine that has not worked properly from the day it arrived. The tech himself said there was nothing more he could do for the machine, as shown in my text conversation with him. I would like a refund or a new machine.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We made a very large purchase in 2021 that included an Ice Maker that has never worked since we bought it. I will include the invoice below. We have tried many times to fix the machine and eventually hired a Scotsman approved repair person who came out and looked at it. He deduced it was the Controller kit with evap. & bin probes # ********* for a GT36x ice machine. There is nobody in all of ******************** that will repair this machine. This machine is still under a 3 year warranty. We just want it to either work and produce ice or return the machine. Either would be an acceptable resolution, we just need it to happen. I have gotten the run-around from everyone involved. Please help us resolve this issue. Thank you!

  Business response

  10/17/2023

  We have been in contact with the customer and are working directly with them.  Currently, the ice machine has been picked up and brought to one of our preferred service provider shops.  The unit is currently undergoing repair and then will be completely evaluated to ensure that is working properly before being reinstalled at the customers establishment.  

  Customer response

  10/17/2023

   
  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. We are so grateful. Thank you! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Scotsman DCE33, serial number **************, on March 23, 2023. The machine was installed on 4/1 by ****** Brothers. After four attempts by the installers, the machine was not working and as of today, 8/23, is still not working. I have had three service companies look at the machine, two them authorized warranty servicers. All of them stated that the frame is damaged and both the the ice control unit and frame need to be replaced. ****** Brothers refuses to replace the machine is trying fix it under a warranty claim. This is unacceptable. I bought a new undamaged, fully functional ice maker and instead received a damaged, non functional unit. I want only what a paid for - a new machine that works and not damaged unit that has had extensive repairs. I have had this unit for FIVE months and it has never worked and no one seems to care. The dealer won't even return my calls. I had a great experience with my first Scotsman ice maker (it lasted 30 years) but this has been a nightmare! Please help!

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So I purchased a Scotsman Ice machine last September. It worked for about 2 months then stopped making ice. I have had their recommended service provider come out 3 different times since December/January to try and fix it they tried replacing sensors, pumps and so on to no avail. They finally agreed it needed to be replaced last week. So that took 6+ months. Today I got an email saying that it will be shipped around (no guarantee) to the service provider on 8/14/23...so basically another 3 months away. Which is insane considering I could go online and have another one here in a week or less. ******* here in ***** are hot, hence the reason I purchased it in the first place...buying ice over the next few months will cost me in the hundreds. My current Warranty will run out in September, and at this rate I am still not sure I will have the replacement. I need them to either fully refund me like today or send me a new one sooner then another 3 months away which is just insane. I need your help to get this resolved I guess cause, as you can tell this has been dragged out for almost a year.

  Business response

  05/29/2023

  Good day,

  Scotsman was just recently made aware of the unfortunate circumstances regarding ************************* ice machine.  Once the issues were brought to our attention and the supporting information from the service provider was obtained. We did make the decision to replace the unit. Unfortunately, the distributor located in this part of the country did not have any stock available for immediate shipment.  Fortunately, we were able to locate a unit within our distribution network.  A new unit to be shipped via carrier SEFL directly from Scotsman factory in ******* ************** 5/25/23 to the servicer ************* in ****** ***** with an estimated delivery of 5/30/23. The customer is expected to receive this new unit by week ending 6/3/23. Scotsman has been maintaining communication with the customer both electronically and by telephone as well conversing with the servicer emphasizing the urgency in this matter. 
  

  Customer response

  05/31/2023

   
  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. They are supposedly installing a new one today, I appreciate your help so far. I will keep you posted to the outcome. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an ice machine for my business in January 2021. By August it stopped working properly. The board is bad and doesnt allow the machine to drop ice or when it does it is keyboard shaped and unusable. A third party technician has made numerous attempts to repair the machine, as directed by Scotsman. The repairs do not work & Scotsman told the third party repair company that its a known issue with the machine. I have reached out to Scotsman multiple times in attempt to have them replace the machine. They refuse and continue to replace the same malfunctioning part over and over again. I paid $2400 for the ice machine and have spent over $1,000 in ice from Dollar General when I should have a working machine. I am asking for a replacement machine, as my business cannot function without it.

  Business response

  01/26/2023

  Good afternoon,
  
  
  Scotsman has contacted ****, and we will replace her unit. Unfortunately, the third-party service provider was not following our instructions to resolve the issue. 
  
  
  Thank you for being a Scotsman customer, and we are sorry for the inconvenience this caused.

  Customer response

  02/01/2023

   
  Complaint: 18821027
  
  I am rejecting this response because:

   

  I appreciate the response, however I still do not have a new or working ice machine. 

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

  Business response

  02/10/2023

  Good afternoon ****,
  
  Sorry for the delay in getting a replacement unit. I'm sure you can understand that many challenges continue from the pandemic and global supply chain issues. The good news is that your replacement unit will be installed next week. Please follow up with the service provider because they have received the new unit. If you have any other questions or concerns will s, please don't hesitate to reach out.

   

  Thanks,

  ****

  Customer response

  02/16/2023

   
  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.
  
  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. ↩