Complaints
This profile includes complaints for Hoodmart, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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.
Initial Complaint
Date:05/24/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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.
I purchased a set of exhaust hoods november 2023 and had them installed to there specs, since the opening of our restaurant they are not operating as designed, they do not have enough vacuum for what its supposed to do and mind you i gave them all the specs they asked for and said what they designed and sent me would work perfect for our setup. I have reached out to them on the matter and there tech guy and vp of sales want me to spend money with an hvac person to find out whats wrong with them. I shouldn't have to go spend more money for tests and reports for them to see whats wrong when they designed this and said it would work for my establishment. Since then we have had some leaks of grease coming from the bottom of our hoods so i called the installer because i assumed it would of been what they did, they came out and looked at it and found that the spot welds that were done by hoodmart were whats causing the leaks. So i sent pictures to hoodmart explaining the issue and they still want me to get a massive tab report done by an hvac company for the leaks as well, i don't feel that the tab report has anything to do with the leaks. I emailed them about it on 05/21 and still have yet to hear from either one. I don't feel that its right that i should have to pay an hvac company a large amount of money to do a tab report, when they should stand behind there product. Through the whole buying process i gave them every spec they needed and the sales person said that the setup i purchased would work great for our kitchen. Now im $35,000 into this and have a system that has barely any vacuum and leaks down the wall. All im asking is for them to stand behind there product and take care of this.
Business Response
Date: 06/18/2024
The customer called and spoke to our Technical Service rep on March 11, 2024 regarding an issue with smoke/grease containment under the hood. In a follow up to the conversation, our rep followed up with an email listing the items required to give us the best chance at diagnosing and correcting the issue. We never heard anything back until May 16 when we received six photos which was only one item on the list and not nearly enough to help diagnosis the problem. The customer became upset and wanted to talk to someone higher up and was connected to our Vice President of Sales. He explained to him the situation and said he did not want to spend money on a report that would give us a better insight to the airflow in the space which has a direct connection to the type of problem he was experiencing. Our VP of Sales explained the importance of this report and said that we would cover the expense should the results show that our hood system was the cause of the issue.
We have been able to deduce several points from the limited information/pictures received along with our research. The few pictures provided show several issues. 1. A non-listed screw was put into the hood by someone on site. This screw went into the grease plenum which could cause grease to leak. 2. A piece of metal was being pushed between welds which could cause issues with the integrity of the hood. 3. There was a large buildup of grease inside the fryer gas flue which indicates a lack of proper cleaning of the hood and filters within. These is also the question of time; two months passed before hearing anything back from the customer. Health inspection reports which are accessible online show no issues being reported that would point to problems with the hood.
We stand behind our products and our offer still stands to reimburse for the required report and correction of the problem should the issue be caused by our hood. Please feel free to contact our Technical Service rep when you are ready to move forward. Thank You.Business Response
Date: 06/18/2024
The customer called and spoke to our Technical Service rep on March 11, 2024 regarding an issue with smoke/grease containment under the hood. In a follow up to the conversation, our rep followed up with an email listing the items required to give us the best chance at diagnosing and correcting the issue. We never heard anything back until May 16 when we received six photos which was only one item on the list and not nearly enough to help diagnosis the problem. The customer became upset and wanted to talk to someone higher up and was connected to our Vice President of Sales. He explained to him the situation and said he did not want to spend money on a report that would give us a better insight to the airflow in the space which has a direct connection to the type of problem he was experiencing. Our VP of Sales explained the importance of this report and said that we would cover the expense should the results show that our hood system was the cause of the issue.
We have been able to deduce several points from the limited information/pictures received along with our research. The few pictures provided show several issues. 1. A non-listed screw was put into the hood by someone on site. This screw went into the grease plenum which could cause grease to leak. 2. A piece of metal was being pushed between welds which could cause issues with the integrity of the hood. 3. There was a large buildup of grease inside the fryer gas flue which indicates a lack of proper cleaning of the hood and filters within. These is also the question of time; two months passed before hearing anything back from the customer. Health inspection reports which are accessible online show no issues being reported that would point to problems with the hood.
We stand behind our products and our offer still stands to reimburse for the required report and correction of the problem should the issue be caused by our hood. Please feel free to contact our Technical Service rep when you are ready to move forward. Thank You.Initial Complaint
Date:04/19/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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.
I had placed an order for commercial walkin cooler and freezer boxes. After a significant wait, the walkin cooler alone was delivered and installed. (I was promised that both boxes would be delivered at the same time!) The freezer took another month to be delivered. I was told that this was due to difficulty in getting the freezer door assembly to work properly. It was eventually delivered. Installation of the freezer and its door was a nightmare. The door would not only not line up properly and it had a significant gap, thereby letting hot air into the freezer. After nearly a month of back-and-forth, they agreed to send me a new door. I had already spent nearly $9000 in installation costs for the freezer. The cost for installing the new door was another $1805. This time around, despite the contractor's best efforts, we ran into the same issues - the door has a gap and is letting hot air into the freezer. Again, after some back-and forth, they reimbursed me the cost of the freezer. They could not send me another freezer box because their lathe machines were broken down supposedly. But I had to pay the contractor $1805 in trying to reinstall the new (defective) door. Also, in order to replace this freezer, the installation costs are at least another $9000. The contractor, during all the installation and reinstallation nightmare remarked that it was a substandard product. He said the dimensions of the freezer box was completely out of whack rendering the misfit of the door! Also if the manufacturer was having issues with the lathe machines, clearly the finished product is less than desirable.Business Response
Date: 06/05/2023
This response is in regard to complaint ID ********. Upon receiving the letter
from the Better Business Bureau, we emailed the customer to gather information
to help in assessing the nature of the complaint. Following is a synopsis of the
events leading up to this complaint and the current communications following it.In the fall of 2022 and early winter of 2023, we had multiple communications via
email with the customer and/or his installer regarding the installation of a door for
a walk in freezer that was purchased from us. Our customer service department
worked with the customer and our production team to troubleshoot the issues
and decided it might be best to replace the door. A month after the new door
arrived, we received another email stating that the door was still not square and
therefore not closing correctly. At that time, we had major issues with our
machining and were unable to receive the parts necessary to get back to working
order quickly. In an effort to avoid any long delays for our customer, we
explained our situation and gave suggestions on where to potentially find a
replacement door. By January we arrived at a place where we were not able to
help the customer any further and gave him a full refund for the freezer.Once we were aware of the complaint, we emailed the customer to verify if they
had replaced the freezer or if they were able to correct the issue with the original
unit we supplied. We asked for photos of the freezer and cancelled checks or
receipts for the installation of the new unit. What we received was an email
response that did not address any of our requests. Without the information we
require, we cannot move forward. We will gladly address further should the
additional information become available.
Sincerely,
****** *******
Operations ManagerCustomer Answer
Date: 06/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have provided two email responses dated May 24, 2023 and May 26, 2023 to NAKS (emails are attached here). In both emails, I have explained that I have not purchased a new freezer yet. The reason is that it will cost me at least $9000 in installation charges to install a new freezer. This cost estimate is based on the cost to install the first defective freezer that NAKS sent. Without being reimbursed that amount, I cannot spend that kind of money again.
This is one of the two major iisues of the BBB complaint. I have explained this to NAKS many, many times, but they pretend not to understand it. So that it is clear to NAKS, I need to be reimbursed $9000 for installation charges before I can purchase a new freezer. Again to make it abundantly clear to NAKS, since I have not purchased a new freezer, I do not have photos to send them. Subsequently, since I have not purchased a new freezer, I have not been able to install it (OBVIOUSLY!). Hence, there are no receipts of installation to show. Why is this so hard to understand?
The second issue on the BBB complaint was regarding the $1805 I had spent on installation for the replacement door. This door did not address the leak issue. The contractor has been paid several months ago, but NAKS has not reimbursed me. NAKS claimed that they had reimbursed me, so when I asked for a copy of the cancelled check, I got no answer.
Regards,
**** *******
Customer Answer
Date: 06/30/2023
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
I have spoken with Mr. ***** ********, CEO of HoodMart, and agreed to settle this matter for $6305.. He has promised to mail the check today towards the settlement.
Thank you for your assistance in settling this matter.
Best,
**** *******Business Response
Date: 06/30/2023
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
We confirm the same and will be mailing a check out today to Mr. ********
Best,
***** ********
Chief Executive OfficerInitial Complaint
Date:09/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Order nearly $20,000 worth of hood equipment. The order was delivered and after the driver left some damage was discovered. Per the direction of the Hoodmart and the policy of the carrier I had 5 days to report the damage. The damage was reported. The shipping company said Hoodmart can file the claim. Hoodmart refuses to file the claim because they don't want to take the risk if the claim is not honored by the shipping company and they are also worried that if they file too many claims then they will lose their shipping contract. The shipping company claims process takes 30 days +. So I have to order a new unit and hope I get some money back from the opaque claims process or else I could end up paying for the same unit twice. So Hoodmart is leaving me with the risk of the claim. They advised me to file my claim for 1/3 the cost of the damage item (saying there is a higher chance I'll get paid out if I only claim a fraction of the cost) and take a $1000+ loss on the item I paid for and then reorder the item from them again in the hopes it shows up in useable condition. All I want is what I paid for and in a timely manner so that I don't have a further delay in the project. That does not seem like asking too much.Business Response
Date: 10/12/2022
We here at NAKS feel there must have been an initial misunderstanding on resolving this matter. We have taken the time over the past few days to diligently work with the customer and feel this issue has now been resolved. It's our understanding in talking with the customer that they will be officially removing the complaint because we have worked with them to resolve the issue.
Thanks,
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