ComplaintsforJackson Warewashing Systems

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We are a tiny nonprofit in rural northern California. Our total annual budget is less than $240,000 and almost all of that funding goes to our Meals on Wheels Program for disabled and homebound senior citizens. When our commercial dishwasher was no longer operable, we had no choice but to use our operating funds to purchase a new commercial dishwasher for our kitchen. On October 5, 2022, we purchased a Jackson Tempstar dishwasher from Jackson Warewashing Systems Inc., located in Gray, Kentucky. Since our nonprofit is located in California, the dishwasher was shipped to us. In such a small rural area, we only have two local plumbers and one local electrician. It took a while, but the new commercial machine was finally installed by a licensed plumber and licensed electrician on March 31, 2023. This means that, per Jackson’s warranty policy, the warranty for the machine is active from 3/31/2023 to 3/31/2024. The machine failed to work from the very beginning. Though we suspected it might be defective, we called Jackson to report the brand-new dishwasher’s mechanical problems. The closest authorized repair service for Jackson dishwashers is located in Sacramento – approximately 225 away from our nonprofit. Jackson never once offered to send a technician to repair the unit in person. Instead, Jackson representatives relied on our busy staff and attempted to guide them over-the-phone on how to repair the machine. My staff have no expertise whatsoever on repairing commercial dishwashers. Jackson representatives called my employees on their personal cell phones and asked them to repair the machine themselves, with Jackson providing guidance. Due to space constraints, we will respectfully continue this narrative by attaching it to this complaint.

  Business response

  09/18/2024

  Below are our records reg. ***** ****** ****** and the actions taken to help with their problems. *** ***** was informed on his initial contact with Jackson that there was no access to our authorized servicers in his location.We informed him that we would work with any local servicers or maintenance personnel to find the issue and resolve it.In Nov 2023, we provided parts at no charge to support the work of the individual that he had on site .  After installing all of the new parts the problem persisted.We suggested to the customer that they review their electrical supply for anything that might be contributing to the issue.The customer returned the temperature control board, the thermistors and contactor to us which were tested and found to be functioning properly.The customer found a service agent in Miranda, CA in anJackson agreed to pay them for their work and they replaced the thermistor probes and hi limit thermostat on the unit and reported that it “still has problems”. Our conclusion is that the problem is not with the dishmachine but with the electrical supply at the facility.   Since the customer is not likely to accept this as a resolution and is convinced that there is some fault with the unit I would suggest that we contact the dealer (Instawares - Supplies on the Fly) who sold the Jackson unit to the customer and arrange for the dealer to refund ***** ****** ******.Jackson will of course arrange for the unit to be returned to our factory covering the freight costs and will credit the dealer (Instawares - Supplies on the Fly) for the amount that they paid when purchasing the unit from Jackson on November 11, 2022.  

  Regards,

  ******** **** 

  ********* * ******* **** **** ***** ************

  ****** ****************************

  Customer response

  09/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by Jackson Dishwashing in reference to complaint ID ********, and find that this resolution is satisfactory to our organization. Please let me know the result of Jackson's communication with the dealer.
  
  Sincerely,
  

  **** ***** ***** ****** ******

   

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• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dishwasher from Webstaurant on Sept 7, 2022. It was $6055.24. I brought this dishwasher and it's been leaking since day 1. I called Webstaurant, but since it was already installed, they referred me to the manufacturer, *******. I have made about 20 calls about this since then, and I have gotten nowhere. ******* told me to get a service technician, which I did and paid for. The service technician told me to get a plumber to install a valve regulator. I hired and paid for a plumber. The plumber said it doesn't need a valve regulator. If it's leaking it's a bad piece of equipment or has a bad seal. ******* then told me to get a performance startup. The way a performance start up works, is it's free. But, you dont schedule them to come, they come whenever they're in the area. I did this, and I got a bill for it, it was not free! I disputed this charge with ******* as they assured me it would be free, but to no avail. I had to pay this bill as well. It was $519.21. The previous service agent that came by charged me $373.19. I also paid for the plumber. I have done everything that ******* has asked me to, but they refuse to accept the return of this product. I have called them asking for it multiple times but was told that they cannot accept a return no matter what. At this point, the machine leaks even when it's off! We leave for the weekend, and when we come back on Monday morning, the floor is all flooded. There is a one year warranty on this product that has not expired yet, but ******* is refusing to return the product under warranty. I would like to return this product and get our money back. At this point, I have exhausted all my options. My boss even emailed the CEO of *******, but we got no response.

  Business response

  07/07/2023

  Jay Hill Repairs went to the site on 10/11/22 in response to the customers request. Tech "checked the unit and could not find any issues.Found the incoming water pressure too high.Customer will need to have their plumber install a PRV (pressure reducing valve) and set it to 10 PSI.Unit checks ok." The installation instructions and data plate on the dishmachine state that the incoming water pressure must be at 10psi.That is why the machine is leaking.This is not an issue with the machine.  It is an installation issue and would be corrected with a PRV installed where the incoming water line connects to the dishmachine to reduce the pressure to the required level of 10psi.Trumore Plumbing invoice for 10/24/22 says it is for "Removed functional sink faucet from unused classroom and installed it in sink in active classroom"."******* cannot be responsible for this invoice as it is for the changing of a sink faucet which is not related to our dishmachine.There was not repair to the dishmachine so it is not a warranty item. Smart Care our authorized service agent.They went to the site on 12/8/22 in response to the customers request.Smartcare reported to ******* via email that the tech notes show, "Customer Refused Service.Stated issue has already been resolved".Our position based on the determination made by our Authorized Service Agent, Jay Hill Repairs is that the problem relates to the incoming water pressure to the dishmachine.This is a facility issue and the customer needs to have this corrected by a plumber through the installation of a PRV to the water line.  We do not believe the dishmachine has any malfunction or warrants a return.To help with the resolution of this complaint ******* agrees to pay for the outstanding invoice due to Jay Hill Repair for the $373.19. We are not responsible for the invoice from SmartCare since the customer declined service and we are not responsible for the plumbing invoice for work that was not related to the dishmachine.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The glass washer I bought is under warranty and they continue to no help get fixed. No service providers in my area, no call back . Unit has 1 yr warranty , it was broken when received and continues to break down.

  Business response

  07/18/2022

  I am responding to your letter regarding ID ******** dated July 5, 2022.  The matter concerns a complaint against our company submitted by *** *********** of Rhinelander, WI. 

   

  We ack***ledge that Mr. *********** has purchased model *********-NO, Serial #********* from our dealer, ***** Foodservice DBA ********************.  The machine was installed on 11/24/2021 which initiated the start of the warranty for this model.  Note that in his statement of the problem Mr. *********** stated that the unit has a 1-year warranty.  This is not correct.  Noble branded glasswasher have the following Warranty – 90-day coverage for labor and 2 years coverage for parts (wear items are excluded).  The coverage starts at installation which was 11/24/2021. 

   

  Below are our records of the service requests for this unit.   Mr. ***********’s statement of the Problem states that we provided no help to get the unit fixed, and no calls back.  Our records below indicate that we responded to every call and email and provided the best level of service that was available.

   

  11/24/2021 – Call to tech service, unit would not run properly after just installed.  Jackson Tech Service worked with onsite electrician to identify loose wire on power switch, reconnected and unit runs properly.  Customer frustrated with time it took for installer/electrician to find issue and repair. 

  Tech service Notes:   WE CHECKED THE POWER SWITCH FOR VOLTAGE, THE ELECTRICIAN STATED THAT THERE WAS POWER FROM THE SWITCH AND THAT THE ACTUATOR SWITCH WAS SENDING POWER BUT NOTHING WAS WORKING. WITH THE VOLTAGE THAT HE SAYS HE HAS THE UNIT SHOULD HAVE BEEN RUNNING . EVERYTIME THAT HE PUT IT IN THE ON POSITION IT WOULD TRIP THE BREAKER. I HAD HIM GO BACK TO THE POWER SWITCH AND REMOVE THE COVER TO CHECK THE WIRING AND HE FOUND THAT THE BLUE WIRE WAS TOUCHING THE PRONG ON THE SWITCH BUT NOT SECURE. ONCE THE WIRE WAS CONNECTED THE UNIT RAN THROUGH THE CYCLE WITH NO PROBLEMS.

   

  12/1/2021 – Customer called tech service concerned of detergent pump not activating.  Tech service explained that the detergent pump only runs while the wash tank is being filled.

   

  1/20/22  -  ******* Plumbing (non-authorized service company) – provided invoice for work they did on the unit during installation to include finding switch wires loose and chemical pump repair. Paid $311.76 on 3/25/22

   

  4/11/22 – Customer emailed Jackson technical service that he was concerned about a leaking chemical pump.

   

  4/12/22 – Jackson requested ******* ***** (Jackson’s Authorized Service Agency) to go to site to review.

   

  4/13/22 – ******* ***** found wash tank O-ring missing.  Customer had O-ring and *** reinstalled it.  Also found damaged squeeze tube in pump.  Missing O-ring in wash tank causing fill and detergent pump to run constantly, damaging O-ring prematurely.  Missing O-ring is not covered under warranty.  Jackson covered the cost of the replacement squeeze tube.

   

  6/10/22 – Customer informed Jackson technical service via email that he refuses to pay the labor portion of the service performed on 4/13.  Jackson service manager, **** ****** agreed to pay for the portion of the bill that was given to the customer.  **** arranged for the customer’s portion of the invoice to be credited back to Mr. *********** and rebilled to Jackson.

   

  7/2/22 – Customer emailed Jackson technical service informing us that the wheel stopped spinning.  Jackson technical service requested a service call with ******* ***** (Jackson’s Authorized Service Agent), but customer had already instructed another service company, *** ********* **.  who is not an authorized service company for Jackson to remove the glasswasher from the location, repair it, and return it to his location.  

   

  7/6/22 – Customer emailed Jackson technical service an invoice from *** ********* **mpany indicated that they had rebuilt the drive motor and gear box and re-installed the glasswasher.  Mr. *********** informed us that he had paid them $1,138.50 cash and wanted payment submitted back to him.  Jackson’s Service Manager, **** ****** informed Mr. *********** that we cannot pay him directly and would only pay the service company.  Mr. ****** informed *** ********* that we needed a W9 form for their business so that we could pay them directly and asked that *** refund Mr. *********** the amount that of $1,138.50 that he had paid them for service on the glasswasher. 

   

  7/11/22 – after receipt of W9 from *** *********, Jackson has submitted the invoice to our accounting department for processing.   Payment in the amount of $1,138.50 is issued to *** ********* **.

   

  Jackson has responded to each request that has been made of us in the repair of this unit.  We have approved and paid all the service invoices, even those that were outside of the warranty period for labor and made payments to service agents that are not authorized by our company.  We feel that we have met the requirements of the labor portion of the warranty which has *** expired.  We will continue to honor the parts warranty that applies to this unit for the remainder of the warranty period which expires on 11/24/2023.  

   

  I appreciate your contacting us regarding this case and if you have any questions or are needing any additional information, please let me k***.

   

  Best Regards,

  ******** ** ****

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