Complaints

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchase a fridge from True via their distributor Gold Star for $48,000/-. The fridge was purchased in 2023. It is still under warranty. We have complained various time during last one year. The leakage in the fridge is going on from day 1 and causing serious damage to the floor. The technicians who visit our place, from True, have said that this unit cannot be repaired. However, the company has not replaced the unit yet.

  Business response

  12/05/2024

  December 5, 2024
  Better Business Bureau
  ***************************
  ************************
  Re: Response to Complaint ID ********
  Dear *** or Madam,
  I am writing on behalf of True Manufacturing Co., Inc. in response to the complaint filed by Mr. ******** ***** regarding his True Residential refrigerator &freezer units, Serial Numbers ********/******** (Units). The Units owned by Mr. ***** are located at a residential property he rents out to a tenant at ********************************************. We appreciate the opportunity to address and clarify the concerns raised in this matter.
  Mr. ***** alleges that the refrigerator he purchased from True Manufacturing has been leaking since the first day of purchase and that a technician has visited and told him that it cannot be repaired. We respectfully assert this characterization is inaccurate. Instead, it appears that a replacement unit is Mr.***** or his Tenants preferred remedy, rather than the technicians assessment or a necessity based on the condition of the appliance.
  True Manufacturing Co., Inc. stands by our commitment customer satisfaction and product reliability. We offer a comprehensive repair warranty, and we were, in fact, able to repair the Units through the same authorized service company that Mr. ***** claims told him the Unit(s) were unrepairable. Yesterday, the service company reported that they successfully repaired the refrigerator and freezer,ensuring they are in proper working order. We are working with Mr. ***** and his tenant to submit photographs and a repair estimate for any resulting water damage.
  We trust this resolution addresses Mr. *****s concerns and reaffirms our dedication to providing quality service and support to our customers. Should there be any further issues or questions, we remain available to assist and ensure a satisfactory outcome.
  Thank you for your attention to this matter.
  Sincerely,
  ******* *****,
  General Counsel
  True Manufacturing Co., Inc. 

  Customer response

  12/08/2024

  Complaint: 22532640
  
  I have reviewed the business' response and am rejecting it because:
  

  The C&W visited the place and claim to have repaired the units. Hope this time it wont start leaking again. As you are aware, the units have been repaired few times before as well.Thats the reason we kept insisting units to be replaced. However, we will see how long this repair lasts. We have following issues with frequent repairs due to which we are insisting replacement:
  
  1. It is highly inconvenient to get fixed leakage again and again  
  2. It is damaging the floor with frequent leakages
  3. We see resistance of True to replace as a delaying tactic waiting for warranty to expire
  
  I have sent the floor picture to True. We will get the repair quote and will send it across   

  
  
  
  Sincerely,
  
  ******** Amray

  Customer response

  01/08/2025

  They do temporary fixes, and it starts again. I requested BBB not to close the case because we knew it will start again. And now it has.  

  Need your help to inform the business that their units are lemon and their continuous denial is cost us money and inconvenience.

  Thanks & regards

  ******** Amray 

  Business response

  01/30/2025

  On January 3, 2025, we informed Mr. ***** that True is replacing the units as requested and we have asked multiple times for a damages estimate for the floors but have not received anything back from the consumer. The replacements are currently in process of being built. They are custom made so these have a 14 week lead time for build, shipment and installation. However, the floor repairs must be made prior to installing the new units, which our customer ********************** team has communicated to Mr. ***** also. 

  We do not know why the consumer reopened this complaint as we have agreed to a replacement remedy, which is in progress and to pay for any necessary water damage repairs. We kindly request he continue to communicate with our customer ********************** department.

  Thank you,

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

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is that since I purchased the True Ice Maker I have been dealing with many issues. This is a third time tgat I have to call for warranty issues in less than 3 years of usage. My ice maker stop working since April 2024, and now is alsmot August and still dont have my ice maker. This is unacceptable from True. I paid a lit if money to get a high quality product but I got a Lemon!!! I called the technician that is still working on the Ice Maker and every time I contact them they say that they need to replace a new part. By now they have replaced the entire unit inside. Very disappointed in True product.

  Business response

  08/13/2024

  Dear ***/*****,
  
  We acknowledge receipt of the recent complaint regarding our undercounter icemaker, and we would like to begin by expressing our sincerest regrets to the customer for their frustration and dissatisfaction. We deeply apologize for the inconvenience they have endured due to the delays they have experienced in obtaining warranty service completion times.
  It is unfortunate that the customer's ice maker, an early product model, has required multiple warranty repairs. The third-party service company contracted to perform these repairs has informed us that they have been completed. However, we recognize that our commitment to quality and customer satisfaction requires more for this customer, which is why we have decided to take a more robust approach to resolving the customers issues.
  
  We have informed the customer that we will be replacing their unit with the latest model of our ice maker. This new model incorporates numerous advancements made since the original purchase and will ensure a more reliable and satisfactory experience for the consumer. By taking this step, we aim to demonstrate our serious consideration of the customer's concerns and our dedication to exceeding their expectations.
  
  Arrangements are currently being made directly with the consumer for the delivery and installation of the new model. Our goal is to ensure a seamless transition and to restore their confidence in our products and services.
  
  Thank you for giving us the opportunity to make this right.We value our customers highly and are committed to their satisfaction in the True brand.
  Sincerely,
  
  *************************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to file a complaint that we purchased a commercial refrigerator back in August of 2023 that did not work when we got it, and as of today we still do not have a replacement or fixed machine. ********** is a residential appliance and bedding store. We purchase commercial equipment from others such as *****, ***********, or other commercial appliance suppliers. We purchased a True T49 54" Two Section Reach In Refrigerator, (2) Left/Right Hinge Solid Doors, 115v from ***** Restaurant Supply on August 8, 2023 on behalf of a customer of ours. The unit was to be delivered by us to a commercial chicken production facility located about 20 miles away, along with other appliances they purchased directly from us. ***** Order #: ******* Order Date: 8/8/2023 Model T-49-HC Serial Number ******** We delivered the True refrigerator to commercial facility on September 28th. Unit did not work upon arrival. While at the site that same day our service tech spoke with True Manufacturing service tech over the phone to troubleshoot. Determined it must be something with the sealed system - compressor/lines/etc. We brought the unit back to our shop/warehouse for further diagnostics. True sent us some line gauges in the next few days and our tech confirmed there was a problem with the sealed system. Because it is a refrigerant we don't normally work with, we deferred further work to True. True worked with a company called Goodwin Tucker to continue work. A Goodwin Tucker representative came out after about 3 weeks. That tech confirmed again that the issue was with the sealed system and/or compressor. They said they'd order the part and be back out. No one has been back since then. I've made multiple calls to True warranty department and my rep at ***** and we still don't have a replacement or fixed machine.

  Business response

  12/05/2023

  Our sales representative has been in contact with the customer and True Mfg has agreed to return/replace this unit for the customer.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted True back in July about an issue with our refrigerator that is still under warranty. It took them months to get this unit serviced and back in our home. Once it was reinstalled the unit continued to have issues that I made them aware of. They sent another service person out twice to address and it's still having issues. They have let me know it's still in review. I have requested the unit be replaced as it's less than a year old and already having major issues, There seems to be no urgency on their end so I feel like I'm left with having to escalate this issue myself. In addition we have another ongoing issue with an ice maker from them that they sent a service person it fix and now it's been leaking on our floors to the point of damaging the flooring. They also let us know this is being reviewed.

  Business response

  11/09/2023

  We received notification of the above-referenced complaint. Our position is as follows:
  
  True has been in continued communication with **************** regarding the refrigerator (Serial No. ********* and ice maker (Serial No. *********; we are replacing this refrigerator unit.
  
  Regarding the refrigerator, this is a residential unit. Residential units are custom-built and as such, it takes time to replace these custom units; *************** is aware of this.
  
  The warranty for each unit is a repair/replace warranty and accordingly, these matters are being handled through standard warranty procedures.
  
  True disagrees with the customers assessment of how these matters are being handled and contends that it has met and is meeting its obligations under its warranty.
  
  Thank you for the opportunity to respond to this complaint.
  
  Sincerely,
  
  True Manufacturing Co.,Inc. 

  Customer response

  11/09/2023

  Complaint: 20671466
  
  I am rejecting this response because:

  This response is not correct and untruthful. You told me I'd have to sign a a release waiver in order for you to honor my warranty. 

  My attorney has been made aware and I have emails and calls to prove this. 

  Please see attached screenshot of email with no update since Oct16th as well as Release ****** (I have X'ed out my personal info) I've been told I have to sign in order for you to honor my warranty.

  Show me where you said this is being handled and replaced. 

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

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** unit, serial #*******. My unit was purchased new and it has never been physically moved from its current placement since being placed into service. The freezer stopped functioning entirely while my site was closed Sunday through Tuesdayand this resulted in a $1000+ loss in perishable product. Service was provided on June 21st by ******** ************* **** ** ******* **. Upon inspection the servicing techs discovered that the condensation pan contained cooling fluid and that a hole existed just below where the piping enters the freezer compartment. The necessary repairs, draining and freon pressurization services resulted in a $1250 repair bill. While this unit’s warranty coverage has elapsed the failure encountered would have been avoided with a simple design improvement. I was advised by a True company tech who contacted me on June 22 that vibration normal to the freezer operation led to the piping being compromised and that this does normally occur. Given that some vibration is to be expected it should also have been a design and development consideration. In my view had added pipe bracing and tube insulation and tube separation been in place the failure experienced wouldn’t have occurred. I believe had True incorporated sufficient line bracing and insulation to prevent the line on line friction this failure and my loss would not have occurred regardless of the warranty having elapsed. True should therefore accept responsibility for the product failure in this case.

  Business response

  07/19/2023

  Complaint ID# ******** dated 6/26/2023

  RE: ******     SN# *******

   

  True offers a 3-year parts and labor and an additional 2-year compressor warranty on the customer’s product. Our records show that the product was shipped from True on January 6, 2016 and that the warranty terms would have expired in 2019 and 2021 respectively. Because the issue the customer experienced did not occur during the warranty term, we respectfully decline the customer’s request for reimbursement.  True further disagrees with the customer’s statement that the normal vibration of the operation of a freezer leads to compromising of the refrigeration lines or that this was an accurate summary of the conversation. The product does not have a design defect and True disagrees with the customer’s summary statement to this effect.

   

  Best regards,

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

• Initial Complaint

  02/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a brand new commercial 3 door cooler that has been in service since we opened 1/19/2022. Today, is the 3rd time service has had to come out because it once again is not holding temp. Our sole business is a fresh food grab and go and we have lost product now for the 3rd time. Parks Maintenance ************ has been the servicer and has all receipts. I want a new cooler, period. I can not continue to lose product and business.

  Business response

  03/21/2022

  Attn: Dispute Resolution Dept.

   

  Reference: Complaint ID # ******** – **** ******

   

  Parks Maintenance Inc. diagnosed the issue on 2/26/22 and repaired the *************** *** *** ******** on 3/3/22 under True’s USA Foodservice Warranty Statement.  True Manufacturing covered both parts and labor necessary to make this warranty repair including expedited shipping of warranty parts and Parks Maintenance overtime as an exception.   Parks Maintenance and True have not heard of any further issues regarding this unit from **** ****** since the repair service call on 3/3/22. 

   

  Please see attached a copy of True Manufacturing Co. Inc’s USA Foodservice Warranty Statement which outlines that True is not responsible for consequential damages. 

  True is not responsible for economic loss ; profit loss; or special, indirect, or consequential damages, including without limitation, losses or damages arising from food or product spoilage claims whether or not on account of refrigeration failure. 

  True has met the obligation to repair this unit under the warranty statement and the balance of the original warranty period applies.  

   

  Thank you for the opportunity to respond to this complaint.

  Best regards,

   

  ****** *****
  

*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. ↩