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Business Profile

Water Coolers

Ice Up Industries

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Water Coolers.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/31/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased cold plunge with chiller 10/15/24 that has 1 year warranty. After 2 months, the chiller stopped working. Two emails have been sent for support with no response. Phone is continuously busy.

  • Initial Complaint

    Date:01/25/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Subject: Complaint Regarding Failure to Honor Warranty and Service Commitment ****** C. ******* ************************************************************** ******************* ************ 01/25/2025 I am writing to file a formal complaint against ICE Up Industries (*************, **) for failing to provide adequate service or honor the warranty for the cold plunge with an iceless chiller that I purchased on September 2, 2024, for $2,576.99 For the first three months, the system functioned as intended, effectively cycling water to chill/heat. However, I noticed several design flaws that made routine maintenance unnecessarily difficult:No bypass for filter changes, causing ice-cold water to pour out during the process.A need to re-prime the system after every filter ********* drainage valve, which required modifications to drain the tub properly.On December 12, 2024, the system stopped working following a routine filter change. Despite adhering to all manufacturer recommendations, I was unable to re-prime the system or restore water circulation. Since then, I have made six attempts to contact ICE Up via email, left a voicemail, and sent a direct message on Instagram, but I have received no response.I also noticed that ICE Up has updated its website to include a no refunds policy and has removed the iceless chiller product as of January 2025. This suggests that ICE Up is unable to address warranty claims for this product.Initially, I sought support to resolve the systems issues. However, after being repeatedly ignored, I am now requesting a full refund. Given ICE *** failure to meet basic service and warranty obligations, I do not believe the no refunds policy should apply.I would appreciate your assistance in working to resolve this issue in a timely *********** Regards,****** C. *******

  • Initial Complaint

    Date:01/03/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Nature of the Complaint:On September 27, 2024, I purchased an ice bath tub and chiller from ICE UP INDUSTRIES in ******* for $2,581.46 via Affirm (Loan ID: **********, including a 3-year warranty. Upon delivery, I found the chiller pipes damaged, obstructing water flow and rendering it useless. Despite repeated emails and calls over six weeks, the company has not responded.Their website now states they no longer sell these products, raising concerns about why a 3-year warranty was sold if they do not intend to honor it. This is a breach of contract and deceptive business practice.Desired Resolution:1. Full refund of $2,581.46 for the defective product.2. Refund for the 3-year warranty.3. Investigation into ICE UP INDUSTRIES sale of warranties for discontinued products.Supporting Documents:Affirm payment proof (Loan ID: ****************** agreement Photos of damaged chiller pipes Email correspondence attempts This defective product and lack of response caused significant financial loss and frustration. ICE UP INDUSTRIES actions appear deceptive and fraudulent. I have also filed a claim with ****** regardinf this purchase. I request the BBBs assistance in resolving this matter.

  • Initial Complaint

    Date:06/07/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:03/07/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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 Answer

    Date: 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

    Date:01/11/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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. *******************************************************

Ice Up Industries is NOT a BBB Accredited Business.

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