ComplaintsforTurbo Air Refrigerator Manufacturer

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased their "high end" merchandiser and maintained within company guidelines. They have a 5 year compressor warranty. The compressor went bad within 6 weeks of the 5 year warranty and the company was unwilling to stand behind their product. Products like this costing 1/2 offer similar warranties (Avantco). I even offered to pay for the repair if they would help with the part. They declined and provided no solution. The part and install is less than a new unit. It would be great if a company that touts they offer a superior product (costs 2.5X competition) would support the customer. Ridiculous customer service.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased outdoor walk in refrigerated units from them which will not work at temperatures exceeding 90 degrees. I got one for a walk in freezer and one for a livestock carcass cooler. They claim to offer a warranty but will not honor it unless you give them all your credit card information. The customer service rep stated that if they sent a technician out and there was nothing wrong with the unit that I would automatically be charged the full amount for tech visit. These units come from the factory with safety switches that are not nearly robust enough for anywhere in ***************** during summer. Safety switch will cut power to compressor off causing the unit to not cool, and only recirculate ambient air within the walk in cooler. If the technician arrives he will find that everything is working as it should from the factory, but it is not equipped to handle temperatures over 90 degrees. I have checked with technicians and they stated out door units such as these should withstand up to 130 degrees fahrenheit. The customer service rep stated " well we can't control the weather" when I told her this. All I ask is they send out a technician to fix my problem because it is costing my ********* business thousands for these brand new units not to work. Also I would like to be reimbursed for technician costs that I have had to hire out on my own dime to try and get the problem fixed.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased three new units for our school kitchen and went with turbo air. Was purchased fall of 2017. The freezer stopped working and service person determined failure to compressor. Called Turbo air because they changed the unit to a 7 year compressor warranty and was determined ours was only 5 years. Talking to technician these have a fail rate just out of warranty. Called to see if Turbo air would good faith a warranty since only 4 month past the 5 years and they said no. Disappointing customer service. 5 years and 4 months for a commercial freezer is not quality.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brand new 4 burner oven range from turbo air. The unit has had 2 separate technician calls to come replace and repair parts on this oven. From the 1st time it was installed it had been shooting yellow flames from inside and out of the unit. The range oven is unsafe and has burnt 2 of my employees. I have called numerous times to the warranty department to try and resolve. The customer service is absolutely awful. The 1st technician that came to repair the unit advised me that the oven does not have the proper parts installed when it was manufactured. I have asked turbo air for a replacement unit I have not asked for a refund. All I want is a proper safe working oven.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2021/10/26) */ Unit was sold on 11/17/2020. customer bought Natural gas unit with propane conversion kit. Manufacture were not involved coversion process but part was provided as requested by buyer at free of charge as courtesy. after 9 month of use(less than 3 month remaining warranty period), customer claimed oven generate higher than normal flame. This can be caused by using natural gas unit on LP gas if it was not converted properly. we asked customer to check if conversion was done on the oven as well as top burners and he claimed yes. customer claimed it was working properly so we dispatched service tech to check conversion and tech found tpop burner was converted but oven conversion was not done. coversion process was provided (since tech was dispatched and necessary part was given to tech just in case) even it was not part of our liability but as for courtesy to customer. Oven was working well after conversion. then customer started to claiming 1.cosmetic issues that looks like happened by using metal scrubber over the time while cleaning(photo will be included) which cannot be catagorized as defective so it was denied. 2. another cosmetic issue claim for the part that goes right above the oven burner( under the bottom plate of oven. not visible unless oven panel is removed. it fuction is diverse burner flame to other direction than hitting bottonm part of the oven directly. this has to nothing with apprearance since it is hidden underneath oven. his deman was replace that as well which was denied cause no malfuction will be caused by appreance(flame mark or slight bent will not cause any performance down grade. we have provided a service beyond our respobsibility on this claim. Consumer Response /* (3000, 8, 2021/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from turbo air is inaccurate on so many issues. First of all the oven was not installed until the 2nd week of July. After the first use I immediately contacted turbo air warranty department and expressed my concern in reference to the oven burning a yellow flame causing smoke and damage inside the oven. They dispatched a local technician which he was able to repair after acknowledging that the oven burner was not the proper one that should have been installed during the manufacturing of the unit. After using the 4 burner range for the first which was 3rd week of August we immediately knew there was a safety issue. The top burners were shooting yellow flames from the top and front of range. Since contacting turbo air after experiencing the issues on the top 4 burner area I have had absolutely no resolution. The last time I called in the agent who has been handling my warranty claim advised me her supervisor would be contacting to resolve. That was over a month ago and have never had anyone from turbo air contact me to resolve this matter. The unit is well within the warranty that the manufacturer offers. I do not understand why they are not honoring their warranty.

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