Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Called (March 2024) due to cooler temps rising above the 37-39 (Flowers) and expressed that the last company that worked on it was going to do a leak check but didnt show up. I requested they look at the same thing and go from there. The tech came on a Friday and changed new parts, added coolant, expressed it was GOOD AS NEW, billed me, I questioned the parts because they had just been changed within the same year. He claimed, a motor was backwards. Sounded silly but I paid them even though I was left with TWO WORKING MOTORS. I was going to let it go if it was so called fixed. Apparently, the cooler ran at correct temps simply because he added a bit of coolant. I was familiar with this because the prior company had done so in effort to keep the temps up until he could come back for the leak check. So, (May) the temps started rising again. I questioned it then asked for a tech to come back. I was told by two different employees that it sounded like a temp adjustment but no one ever came to check. Although they had not once checked with me to see the status of the cooler, it sounded to me that this was an issue that they would resolve without billing. Finally, (June) original tech came back, stated temps were dropping after spraying the cooler condensor BUT they hadnt. Charged me again without any consent or bill. The worst part was the cooler kept rising. I sent emails of the temps, time stamps etc and I was completely ignored. I called my bank and explained the situation. They have now disputed both charges although the company pretends that they repaired the cooler. I now have another company on deck. **** ********. I was more stern with the request of viewing for a leak first!! Because not only did the " no show" company mention it but I contacted the builder of the cooler and he expressed the same. (email provided) Jags has been out and the cooler temps are stable, they have found and repaired a leak. They are monitoring it. I am awaiting a bill much larger

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted valley commercial services on 1/11/23 about the ice machine not working. The technician updated the software and stated that would solve the problem. However the Ice machine started freezing up again and not working properly. I had to turn off the machine and let it defrost and turn it back on for it to work properly. I called valley commercial services to come and once again look at the machine. I asked about how I would be charged. Brittany H*** stated that I would not be charged if the technician had missed something. So the technician returned and once again did not know why it was freezing. He stated that I had caused the machine to freeze because I had set the machine to go on and off on a certain time. However I explained that it was freezing before I had set those settings. He tried to tell me that the machine could not work according to the manufactures settings. He then left and charged me an additional 194.65 on my credit card without my consent. I called Brittany and explained that the current bill was incorrect and I should not be charged. The ice machine is still not working properly. She said she would call me back. She did not. I tried calling again on 1/19/23 but the phone number was no longer in service. They have my credit card information and have charged my card twice. I also tried to email them but the email is also no longer valid. - I also called the credit card company and notified them of the situation. They have the company listed as a Valley Refridgeration Services with phone number ###-###-####. This number has been disconnected. I only received the one invoice but have been charged 588.65 total on my credit card.

  Business response

  02/10/2023

  Valley Commercial Service was contacted via phone by ****** ***** January 10th, 2023 regarding an ice machine not working at his place of employment, ******** ********. ****** said the ice machine was freezing up and not dropping ice. During this phone call ****** was also made aware of and agreed to all charges that could incur plus our payment system. All of our customers are placed on COD status, meaning once our technician finishes the job – payment is due. This can be paid in the form of a check or cash. If the technician is not paid on site, you opt in to pay with your credit card that is put on file at the time that we take the service request.

  We dispatched our technician January 11th. He arrived on site and inspected the ice machine finding that it was stuck in ‘program mode’. The technician proceeded to restore the machine back to factory default settings, updated the firmware and restarted the machine, fine tuning the ice thickness probe. After watching the machine produce five batches of ice, the technician spoke with ****** and let him know not to attempt to change any settings and that the current settings are exactly where they need to be. ****** agreed to this and the bill for this service call was processed via credit card for $394.19. 

  January 17th, ****** called Valley again saying the ice machine was still freezing up and he tried to change a setting but it still is not working. I let him know we can send the technician back out to take a look at it. He said that was fine and wanted to be sure they would not be charged since our tech was just out there. I advised that as long as it was not any fault of theirs or a part gone bad, this call would potentially be at no cost to them. He was a bit apprehensive but adamant about us taking another look. 

  Our technician was dispatched January 18th and upon arrival he noticed that the ice machine bin was full and functioning, however, ****** had mentioned that the evaporator had froze up. ****** had programmed the ice machine to shut off overnight – therefor, the ice machine was in program mode which is why it froze up. Our technician explained to ****** again, that there is no need to program the machine to shut off, as it will sense when the bin is full of ice and stop making ice on its own. The tech proceeded to clear the programming and restore the factory settings to where the ice machine was making ice as designed upon departure. The bill for this service call was processed via credit card for
  $194.65.

  This same day, ****** called into our office, asking why we charged him for this call. Our administrative assistant attempted to tell ****** what was on the invoice, as this is all the information she has and ****** kept interrupting her, clearly upset. She attempted to diffuse the situation by telling him that she would call the technician to verify a few things and would give him a call back. ****** proceeded to tell her that he didn’t need anyone to call him back and he would come down to Valley himself. The office assistant let ****** know that she wouldn’t be threatened by him and there was absolutely no reason for him to be rude and proceeded to end the call.
  

  The Director of Operations reached out to ****** to discuss this matter as well. He was met with an unreasonably upset and disgruntled ******. ****** would not listen and proceeded to threaten to again come down to Valley Commercial and physically harm the director. At this point, the director of operations ended the call.

  The owner has tried to reach out to the customer directly and has not received a call back as of 2/2/2023.

  Customer response

  02/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  The statements of  Valley Commercial services are inaccurate.  Brittany Hall assured me that I would not be charged the second time if the technician had missed something and could not resolve the problem.  The problem was not resolved and they charged my credit card without my permission and I still had a broken ice machine.  After speaking to Mike K***** the operations manager, he made it clear that the company had no intention of refunding the money.  I informed Mike K***** that I had contacted the BBB and the states attorney general's office to resolve the issue but he made it clear that the company did not care about the BBB or the state attorney general's office and was not interested in any resolution.  At that point I had to contact a second company to come service the ice machine.  No one should ever be charged approximately $600 if a company cannot deliver on their services.  

  
  

  
  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. ↩