Complaints

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This company should be investigated for over charging, and not just for very poor business practices. They constantly over charge for services from charging service charges ,tolls, gas and service calls that only get resolved after a number of calls. During the high season they never have quick service responses. When talking to the owner **** if you can reach him. His response is Im sorry we will work on this. Never happens. He over sells his machines without having staff to repair them. Parts for these machines can only be bought through them so they can charge very high prices. For example there is one very small washer that they charge $60.00 for then over ****** to install. I have disputed charges for over two years We were over charged by thousands of dollars. Also their billing happens over a year after service. I received pages of invoices fro serve one year prior called them and response. Im sorry we have a new bookkeeping system. Asked to talk to them. Never received a call back after many attempts. This is truly the worse company ever to buy from. Buyer be wear. If you dont think so read all of the complaints both here and after googling them. Terrible service communication and machine. Do not support them. All of their responses here are all lies. When paying in full they will say you still owe money. They are saying we still owe over *******. This is not true and now is holding the company that bought us hostage not wanting to provide service to them until we pay for invoice that is not owed. Time to *** them

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hugh, Sales Rep for Acana, ************. We have tried to call him for several years now trying to resolve accounting issues. He won't answer his phone and you can't leave him a message. We called the office but they won't answer. We did get through to one lady, by using a different phone, who said her computer was down and she would call us back but never did. I have sent multiple emails with no return, no response. So, once a year they send a new invoice with charges and interest. Every time I try to call or email but cannot get through, still no communication. I have paid all the bills including a $333.00 service which they refuse to complete. The last check I sent was in 2019 and I wrote 'paid in full' and a lady from accounting called me for that one and said they cannot deposit the check because I wrote 'paid in full' on the check. I called my bank and they can deposit the check. I just want them to stop and mark my account as complete and paid.

  Business response

  09/21/2023

  You have already received an attachment outlining the outstanding account for this customer. She has consistently refused to pay the outstanding amount and when she did submit a check, it was insufficient to cover outstanding amounts and she had marked the check "paid in full", which was an unacceptable resolution, since there was further outstanding charges, according to the Accounting Department. When we run into recalcitrant customers, we make every attempt to resolve the issue. It seems that this customer refuses to be satisfied and refuses to pay her bills. Once the debt is resolved, we can roceed with further measures.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in February I agreed to purchase (2) soft serve machines for my new business and went through a leasing company for financing. When I signed the purchase agreement I was told the machines would be delivered in April. When I was ready to open in June the CT state health dept would not perform an inspection since the machines were not on site. I spoke to my sales rep and told her I need a machine on site, its holding me up from opening. Acana agreed and delivered (2) free loaner machines to facilitate my final inspection even though I thought I was only getting (1) free loaner. I have been contacting Acana for the past 6 months trying to get some sort of answer on when my machines would arrive and every time I was told it should be here in a couple more weeks. Finally (1) machine arrived in early August and the second machine arrived late August but was damaged during shipping and returned. I contacted my leasing company and how to proceed and was told that per the agreement if the equipment is not delivered in 90 days we can cancel the order. I contacted Acana and told them to cancel the second machine, do not re-order it I only want the first machine that arrived. Since then it has been back and forth with Acana disagreeing how to resolve this. On Friday Sept 16 the owner finally called me but the phone call was disconnected. I have tried to call, text, and email him but he has not responded. At this point I am looking for confirmation the second machine will not be arriving unexpectedly at some point in the future and we can move forward.

  Business response

  09/23/2022

  As stated by the customer, the agreement was, and is, in place for the purchase of two (2) soft serve machines specifically customized to the customers specifications to fit in their location. Less than 1 out of 20 machines sold have the specifications requested by the customer.
  
  Due to world supply chain issues resulting from complications of the Pandemic, we were unable to deliver the machines by the anticipated delivery date. As also stated by the customer, we provided two (2) machines so that he could proceed with his undertaking and not completely lose the season.
  
  Supply chain delays continued, and indeed, continue currently, to plague the industry, impacting delivery schedules as an ongoing issue.
  
  Finally, as stated, in August the first machine was delivered while the second, a little later, was damaged during shipment and we had to refuse the shipment from the factory when the freight company tried to deliver.
  
  During this process, the customer was kept apprised of developments as known to us.
  
  The leasing company advised the customer that failure to deliver the machine within 90 days activated an escape clause by which he, the Customer, could opt out of the contractual commitment entered into in February. This, in fact, is erroneous.
  
  Delivery delays beyond the control of the vendor, such as Acts of God or similar occurrences, do not negate the obligations of the signatories to the Contract. Delays beyond the control of the Vendor actually extends the delivery date in accordance with the delay caused by the extraordinary occurrence. This is clearly stated in the Terms and Conditions of the agreement to which the customer is a signatory. Similarly, change of heart decisions by the purchaser do not negate contractual commitments.
  
  We have made every effort to comply with the contract, and even provided machines to be used by the purchaser while waiting for delivery of the customized machines he had ordered. We continue to work with the Customer in an attempt to get his machines delivered and set to work.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In late December of 2021 my husband Robert contacted Acana northeast because our business ******** River Drive In wanted to purchase another ice cream machine. In January of 2022 we put a deposit down on a ice cream machine that we was told was a 2 year old machine. Our business wanted to open and have the machine up and running by April 18. We tried numerous times the month of March to find out when our machine was coming and we never got an answer. Finally just before Mother’s Day weekend we were told by Hugh K*** our machine was coming. When it came it was all wrapped and we were told the man would be there tomorrow to set up our machine.he asked for the check for the balance of the machine which was 21000$ and we paid him. 3 or 4 days later the technician came and took all the plastic wrap off the machine and my husband looked inside the machine and instantly knew the machine was not 2 years old. We have dealt with ice cream machines for 11 years so he knew it was much older than what we had been told. And the technician agreed with my husband. The tech tried to get the machine up and running which took 3 to 4 hours it wasn’t in great shape. He left after he thought the machine was good to go. Within one hour it stopped working and was unable to be used rest of the weekend We called Hugh K*** again and he denied he had told us our machine was suppose to be 2 years old. After this it became almost impossible to get ahold of him, we would leave messages and he would not return calls. He came to my place one day to try and make me feel better. But he did not. Said he would have a machine for us June 16. June 20came still no new machine or any updates from Hugh. So I called I actually got ahold of him asking where my machine well we don’t have it he said we are trying. I was very angry and got absolutely no where with him. I have still been calling weekly and I have go absolutely nowhere. I have left text messages as well. My season ends sept 3.

  Business response

  08/06/2022

  Ref #: 47075345-1EEFD

  Dear Mrs ******
  
  
  First, let me say, we appreciate our long-standing business relationship over many years.
  This ice cream season is proving to be very difficult due to world
  wide supply chain issues.
  We have many machines on order with the factory since September 2021 that still have not been delivered to us. In addition, the anticipated delivery dates have moved several times due to stalling of the production line while waiting for delayed components.
  This has had a knock on effect on all our operations and we have
  focused on ensuring that all our customers are at least able to serve ice
  cream. This means our normally very large range of refurbished machines has
  dwindled down substantially.
  While we maintain that we never said a two-year-old machine was available we did immediately tell you that if you were not happy with the unit you received we would certainly replace it.  I'm not sure how the miscommunication happened. 
  I know that when Robert and I were speaking, I did talk about first cycle lease and second cycle lease and that might be the source of it.
  As we speak there are finally machines in transit toward us and we will have another machine for you as soon as we can deliver the new ones and recondition the loaners. We expect to be able to deliver at the end of this coming week or beginning of the next.
  I will select the “pick of the litter” for you.  We value our business relationship and have never tried to abuse it. There was simply nothing we could do until machines were coming from factory, and as of today they are in transit.
  Mrs ****** we will indeed replace the machine. We understand your frustration, but these are events beyond our control. We are posting a $300 credit to your flavor account.
  

  Thank you again for your business.

  Customer response

  08/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17666786, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

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