ComplaintsforIce Up Industries

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Original order placed 10/29/23. Item was mailed in 3 different shipments and the final item (chiller) finally arrived 1/23/24. (Late). Chiller was leaking everywhere. I sent videos of the problem. They then asked me to take apart the unit and demonstrate the problem. Fair enough. I complied and sent them the footage and the inside was completely leaking everywhere. They stated I was eligible for a new unit and it would take another six to eight weeks to receive and was quoted mid-late April. May 7rh I reached out again so see when my unit would arrive. I was now quoted "mid June" (2 more months after Mid April quote!!) due to "production and supply chain" issues. Honestly I just want a refund at this point. I have not heard from them since May 7th. They've had my full payment since October 29th of 2023 8 months and still have no chiller which is the main component of the system. I have an inflatable tub and a bunch of cleaning products.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My purchase date for the cold plunge and chiller was August 22, 2023. My order was delivered on January 2, 2024. The chiller unit was not operating the way it should so ************************* advised me to take apart the chiller and see if anything was broken. Nothing was bolted down properly and hoses were busted. So they agree to send me a new one which was awesome on their end. On January 20 2024 I received the replacement chiller. I immediately opened up the chiller unit and there was oil/freon everywhere. It turned on still but the unit didnt chill the water under 65F. I email them that Im going to have an HVAC tech come out and look at to see if its fixable. ***** told me to get a quote for the repairs to see if it was worth fixing. I was quoted over $1000 to fix. ***** said no to paying for the repairs but he would absolutely pay for the hvac tech to come out and look at it. $175.00 is what the tech visit cost me. I have all this documented in emails and ************************* is refusing to reimburse me that $175 now. ***** is saying that because he sent me a 3rd, finally a working chiller unit that he is not going to pay me my $175 for the tech visit after he agreed to do so. What can be done in a situation like this??

  Business response

  04/04/2024

  To start, Adriel's water chiller was replaced by us with a brand new fully functional unit. His cold plunge system is fully operational and working as we speak. This complaint has absolutely nothing to do with the product itself, but rather a misunderstanding between ****** and a third party repair person who was attempting to possibly fix his original water chiller which was damaged in shipping.

   

  Sequence of events is as follows:

   

  Adriel's water chiller was damaged in shipping, so in an attempt to see if it was fixable we requested that he have a look inside the unit.

  After further discussion, the choice was made to have a local service technician from a third party come out to inspect the unit further to see if it was fixable.

  The initial quote from the third party was an outrageous amount of money, so ****** declined the repairs.

  However, the third party some how convinced ****** that he owed him $175 for doing absolutely nothing. No repairs, no work, nothing.

  *******, ****** went ahead and paid the third party the $175 even though no service was provided to him.

  We initially agreed to cover the cost of REPAIR for ******, if said repairs had actually been executed. ****** paying the third party for conducting ZERO repairs to his product is not what was agreed upon. 

  This complaint from ****** is strictly over him being upset that we won't cover the cost of $175, which he foolishly paid to the third party, for once again, doing NOTHING in regards to repairing his product.

   

  As stated in the beginning, ******'s unit was promptly replaced by our team and is fully functional and working properly. This complaint is irrelevant and not the responsibility of Ice Up Industries.

   

  Thank you

   

  Customer response

  04/10/2024

   
  Complaint: 21399843
  
  I am rejecting this response because:
      I do not know of any repairman who do free house visits, the tech had to actually use his hands to move parts around and come up with an accurate estimate. The tech did his job the way he was trained to do.   Its obvious in the emails I provided that **** said  he was going to pay for the tech to come out. I would have never hired a tech if he had say I will absolutely not pay for any tech to come out. If we need to review the emails again I can upload them again.  I think its safe to say that ***** and ice up industries could care less about their customers and that they probably wont be reimbursing the $175.  BBB,  What are the next steps to this process??
  Sincerely,
  
  ***************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Details 1. Date of Transaction: July, 2nd 2023 2. Date of Delivery: December, 27th 2023 3. Purchase Price: $2956.00 4. Business Committed to provide an Inflatable Barrel, Steps, lid, maintenance kit, filter for hose, and a Water Chiller / Heater. 5. The dispute is regarding the condition in which I received the items in. First, I received the barrel tub, stairs and lid with multiple air leaks. The company provided a replacement tub and took back the non functional tub, lid, and stairs. On December, 27th I received a water chiller/ heater. Since then the unit has leaked from 3 different locations. Since I am not a technician and I dont want to damage the unit beyond repair I would like a replacement unit that works or i would like a refund for all items in my order. The set up time and diagnosing the issue(s) is not something myself as a consumer has time for. The company doesnt want to send anyone out to fix the issue or find a suitable technician. They insisted that I find a technician or handyman to fix the issue and they would provide reimbursement. These options are unacceptable to me. 6. I would like a refund given they refuse to replace the unit.7. The website clearly states that I would be able to return the item within 14 days of receiving my order. They also didnt seem to know they had that policy on their website. *******************************************************

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