ComplaintsforGammill Quilting Systems

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Gammill machine in 3/21 for $38,000+ and 'starter kit' for $799. They said the foot change kit included in that would be sent once they were back in stock. The dealer said they were fantastic machines for a business- they don't have tension issues and run for decades. I purchased a new machine with a lifetime warranty. Soon after, my machine had to have the needle sensor replaced because the needle would get stuck hammering up and down in customer's quilts. It flung oil on quilt after quilt . The foot change kit that I paid for never came, and the business said they would not send it to me because they had changed what is included in the 'starter kit' (a 'foot kit' was listed on the pamphlet I was given at the time of purchase). Soon, the machine started having intermittent tension issues & making thread nests on customer's quilts. I have spent hour upon hour fixing these and discounting customer quilts because of the poor stitch quality. I have had several virtual calls with Gammill and bought a new bobbin case ($60) among other things. I had to stop taking quilts because I could not keep up with the hours of fixing mistakes. The tech didn't arrive for 8 weeks after the appt. For almost $500 he said it looked great and to buy (another) new bobbin case. After he left, the machine continued to makes nests and now started shredding the thread. The tech did not return for 4 more weeks. When he told me it was resolved, I stitched out a few rows and showed him it had 8 errors in the stitching. He told me he was 'out of ideas' and 'didn't know what else to do', and that it 'wouldn't ever be perfect'. He later called corporate and assured me he was confident he had fixed the issues this time. It still has the issue making nests on the back and shredding the thread. I have lost months of revenue- I can't take customer quilts, I can't sell it because it's not working, Gammill is refusing to buy it back or refund me.

  Business response

  07/14/2023

  Please see bullet points below.

  1. Ms. ***** originally purchased her machine through a private dealership, not Gammill directly. She would need to contact them regarding the purchase.   We do not have records of her interactions with them.

  2. She has asked us to buy the machine back as she would now like to purchase a different brand; however, we are not currently offering buybacks which has been explained to Ms. ***** several times.  

  3. The machine has a lifetime warranty against defects in manufacturing and workmanship and a three year electrical warranty.  The entire form can be read at ********************. 

  4. Ms. ***** initiated a service call on March 5, 2023.  She was seen by a technician on May 15, 2023 which was in the stated 4-6 week service time frame.  She was charged a total of $450.67 which included the service call, and two wear parts.  

  5.  She called in on the 17th stating she was not happy with the service call.  After speaking with her regarding her concerns, we scheduled a second visit on June 12th.  Her husband called in while the technician had stepped out for lunch.  We discussed his concerns, I contacted the technician who was on his way back to her home on June 12th, again in the 4-6 weeks stated service time frame, and the service call was completed, at no charge. Invoice attached.  

  6.  I spoke to her on June 14th to verify that the machine was fixed.  She stated at that time she had completed one quilt without issues but was still interested in selling the machine.  She was again advised we are not doing buybacks.  

  7.  After both service calls, Ms. ***** signed stating she was happy with the service call.  - Attached

  Ms. ***** and her husband both called yesterday asking to speak with me; however, I was not able to call them back and they I would do so as soon as possible.  Ms. ***** mentioned hiring an attorney. At that point, we asked that any communications be directed through the attorney.  Her husband then left me a message asking for a return call to work something out.  They were told it would be today before I could get back with them. 

  We are more than happy to help her with any stitch issues she is having, and if she would like another service call we can send someone out at the standard fee.  

  Customer response

  07/17/2023

  The receipt is from Rocky Mountain Electric Quilters in Utah because at the time, Gammill sold their machines through dealers and that was the dealer in Utah. 
  

  At the end of 2021, Gammill became a single company and now handles all the machines, maintenance, and warranties for Gammill machine owners. They are the company that is not honoring the lifetime warranty for my machine and not fixing my machine in a timely or effective manner. 

• Initial Complaint

  02/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Feb. 20, 2023, I emailed ******* **** ******* this question: Lisa: What is the price of a new tablet for my Vision 2 22"? *******: Hello ***** here is the link for the new tablet for your machine. https://*******.com/product/vision-2-tablet-bracket-kit/ (see pic) There is no description of the Tablet. So, I emailed ******* again: I already have the *******. What is the price without the *******? And what is the size of the Tablet? Current Questions: What is the model # of the Tablet? What date was it manufactured? What Android version is it running? What size is the Tablet? What is the price without the *******? ******* emailed: We don't have that information to provide. That is the only tablet we offer and we don't sell it without the *******. Best Regards, Madi (See Pic) So, I wrote back: You had told me the Tablet info, over the phone last year. So, you can get that info for me. ******* replied: Hello ***** we do not have any further information that we can provide to you. If you would like to speak with our manager you can call in tomorrow and speak with ***. Best Regards, **** (see Pic) I replied: *** does not return my calls. All you have to do is go into Settings/About, and you can see the name of the Android, the date it was manufactured, and the Android Version that it is running on. But, they are not responding now. I want to know what I am buying. If it is not the most current Samsung Tablet, then it is a waste of money. Also, they said I have to buy the Tablet and the ******* together, for $385, but I already have that same *******. Another ******* user told me she is running a Samsung SM- T580 from 2016, and the last security update for it was in 2019. So, if the new Tablet that ******* is selling, is a T580 or even one that is slightly newer, it still may not be getting security updates. So, you have to disconnect from wifi, and use Bluetooth to run your machine. So if the Tablet is old, it's not worth buying yet.

  Business response

  04/11/2023

  WE ARE HAPPY TO ASSIST **** WITH OUR STANDARD TECH SUPPORT, PRODUCTS AND SERVICES.  WE ARE NOT OBLIGATED  TO PROVIDE DETAILED INFORMATION ON HOW TO COMPLETE AN OFF BRAND PURCHASE WHICH WILL NOT WORK AND LIKELY CAUSE THE CUSTOMER ISSUES AS WE ARE NOT ABLE TO PROVIDE SUPPORT ON A NON STANDARD TABLET.  WE SELL THE PRODUCT WHICH WORKS WITH OUR MACHINES AND IS CORRECTLY PROGRAMMED FOR THE CUSTOMER. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a failure to provide Service problem.We first contacted Gammill Service on Sept.23, 2022; the machine was stopping due to a displayed "obstacle" message. It was suggested that we replace the optical encoder but there was likely an issue that would require a service visit. We asked for the service visit that day and were told we would get a date in 1-2 weeks but it may ***********-8 weeks to actually occur! The new encoder seemed to reduce the number of false obstacle messages but eventually the machine would not quilt at all. We made many multiple calls to the Service people to try various fixes but nothing helped. Finally, after 10 weeks on Nov. 28 we got a Dec. 14 Service date, however; on Dec.13 it was cancelled by Gammill only to be re-scheduled in 1-2 weeks! It is Jan. 3 and we are still being told they are working on a schedule; it has been 15 weeks!We are a small business and depend on this machine for income but are now losing our customer base as we can no longer give our customers any assurance that we can complete their quilts.

  Business response

  01/05/2023

  Hello, 

   

  Mr & ************** are on our service list. We had them on the schedule with one of our technicians in December; however, his was exposed to Covid from someone within his household and he was not feeling well so he chose to remain at home in an effort to not get others sick.  We postponed the route 1 week hoping he would be feeling better; however, he also ended up with Covid so the route had to be postponed.  We are working on getting the route rescheduled which has been explained to the Saccos.  ************** became very ill, ending up with Covid pneumonia and having to seek treatment at the hospital.  We are awaiting his clearance to return to work and as explained will get someone to them as soon as possible.  

   

  While we understand their frustrations, there were simply others in line before them and then their technician got Covid.  They have become increasingly rude with our staff, but we will contact them with a new service date as soon as one becomes available. 

   

  Thank you, 

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

  Customer response

  01/06/2023

  Complaint: 18677101 It took 9 weeks to get the December schedule instead of the 1-2 weeks promised. It has now been 15 weeks since our $40,000 computer-aided quilter has been reported out of service and we are now told the new service date is unknown and dependent on the ability of one person 238 miles away. Why can't another service person fill in? Because Gammill no longer allows its dealers to office service, business customers like us are completely dependent on this company to stay in business. This situation is dire and is not being adequately addressed.
   
  
  Sincerely,
  
  *******************

  Customer response

  01/20/2023

  Gammill did in fact send their service technician today and he did an excellent job trouble-shooting and repairing our machine. He also recommended additional upgrade parts that can be installed at a later date that will require another service call but will enhance the life of the machine.

  The long wait for service was almost unbearable but we are hoping/expecting future calls will be more expedient.

  We feel he overall quality of the Gammill machine and their service people is excellent.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a quilting machine 4 months ago. It started making bad stitches. They have sent 4 different technicians and every time they say it is fixed, and it last anywhere from a few minutes to a few days. This is a $42000 machine, I think it is time for the company to replace it.

  Business response

  10/03/2022

  Hello, 

   

  Jan and I have spoken several times regarding her machine working incorrectly.  We have had technicians to her home 4 times in an attempt to repair. We have not been able to locate the issue due to it being an intermittent problem.  Jan agreed that each time the technician left the home, the machine was sewing correctly and later started having issues.  We even sent Jan some new bobbins in an attempt to correct the issue.  At this point, we are recommending a replacement. 

   

  Thank you, 
  ***************************

  Customer response

  10/04/2022

  They have offered to replace the machine but it is going to take up to eight weeks to get the replacement.  This will have to be acceptable to me; I don't see that I have any other choice.

  Customer response

  10/19/2022

  They replaced the machine for me.   I am thankful for the work that the BBB does!

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a Gammill ******* Ascend quilting system and received it in late January 2022. It cost approximately $49,000 including tax. When Gammill set it up, ************* was warped and didn't rotate smoothly. They told me they would replace it. So far, they have not replaced it and won't give me a date when they will do so.

  Business response

  04/25/2022

  The consumer received a new machine that had a slightly bent belly bar, this defect is nothing that would prevent him form using the machine. We took this very serious and informed the consumer we would provide him a new bar once we were in ******* again. We reached out to the consumer but did not get an answer. We have his replacement bar scheduled to be delivered on May 7th 2022.

  Customer response

  04/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own 2 long arm quilting machines. The machine in the complaint was purchased in November of 2020.This machine was not right when installed(made a lot of noise). This machine replaced an older machine. So I can say that I have purchased 3 machines from Gammill. It took me months to get the gears replaced on this machine. Which took place in January of 2022. On March 14 I turned the machine on and it wouldn't work. I have a customers quilt on the machine and only have one row to finish. I called Gammill to report the issue and request a technician. We zoomed and I was told it could be something electrical. My complaint is that I call the customers service number and have spoken to a gal named ****** who I think does the scheduling for the technicians. I am told time after time that they DO NOT have a date for repair. They tell me its a logistics thing, however there is a technician that lives 20 miles away! I call at least twice a week. My last call was on Tuesday, March 29. I am extremely frustrated as I use this machine for business. When I told ****** I was going to make a BBB report she let me talk to her manager. The manager reiterated that she has NO idea of when they can get someone to me. And that it hasn't been that long since I have been waiting. She said she schedules two weeks out? As of today it is 19 days. I asked them to send me a new motor and they said I can't have it put in because it would void my warranty. I offered to buy a new machine last week and they said it would be 8 weeks until they would have any. I need help, I have customers who need their product. The quilt that is on the machine is a wedding present for April 9. I am so helpless and so frustrated.

  Business response

  04/25/2022

  The consumer was dissatisfied with the length of time it took for us to troubleshoot and fix the problem. I just spoke to the consumer and she confirmed the machine was completely repaired and *************.

  Customer response

  04/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

*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. ↩