Complaints

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.

• Initial Complaint

  Date:12/13/2022

  Type:Billing Issues
  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.

  ***************** (BHB) paid for invoice **** on 6/3/22 for delivery on 6/17/22 for the following: (20x20x9 used walk in cooler, a 5hp compressor, a 5 fan evaporator and left hinge swing pallet door) * 6/8 During the scheduling of delivery Back of the House (BOH) offered to send BHB NEW 20x20x8 panels 8/10 would work (this was agreed upon).* 6/17 external dimensions were confirmed to be 20x20x8 * 8/19 delivery scheduled 9/5 * 9/12 Delivery was scheduled * 9/14 Photos were sent of the truck-load and BHB informed BOH the compressor / evaporator were missing * 9/16 Delivered - Incorrect 10' Panels, a 20x20 Ceiling and incorrect sliding door, no compressor, no evaporator, no door hardware or supports, no support beam(s))* Panels were returned after you confirmed BOH had 9' replacement panels * BOH advised BHB to hold on to the ceiling panels * 9/19 BHB was told BOH did not have 9' panels * 9/19 BOH would pursue finding used 8 or 9' panels that would fit the ceiling that BHB had onside and that BOH would find a correct Left Hinge Door * 9/22 BOH told BHB that they never shipped the Compressor and Evaporator * 9/23 *** said you had new 9' panels but wanted $6,000 for them. I declined.* 9/23 - 11/15 you claimed you had several coolers that your company salvaged but nothing came of those efforts.* 11/16 BOH said they had the ability to cut down some 10' panels and have them sent.* 11/17 BOH said they were getting transportation quotes * 11/18 BOH said they were checking inventory for a door.* 11/21 BOH was checking on transportation and then claimed a company in ******* would delivery with pictures to follow * 11/28 BOH informed BHB that they would send the Refrigeration components but that you still don't have panels * 11/28 BHB / BOH agreed that BOH could have the original 10' panels cut down properly in your facility and send all the remaining items on one truck load by 12/2 * 11/30 BOH sent BHB an email saying it would be faster to send the 10' panels to us for trimming.* 11/30 BHB replied and put a few conditions on this adjustment, primarily focusing on you proving that all the items are in good order before you shipped the load.* 11/30 BOH sent old photos of the panels that were not relevant anymore and claimed that the panels are not really damaged after all.12/1 BHB has not received any photos and am putting a deadline on this deal 12/5 Products were shipped without BOH executing on conditions 12/7 BHB informed BOH that panels were missing as well as other discussed hardward.12/8 a complete inventory and photos were sent to BOH showing we did not get what we paid for

  

  Business Response

  Date: 01/05/2023

  The customer bought a used 20'x20'x9' cooler and asked us to hold it, as the customer's building wasn't ready. The Customer was offered a new Cooler and the customer agreed and we sent out the new cooler. The customer sent it back even though the terms and conditions prohibit that and claimed it was too tall but when it arrived back at our warehouse we discovered and was confirmed with the driver that the customer had damaged the new cooler panels we had sent during the unload. Eventually we sent them back to the customer and the customer is now claiming the box isn't a 20'x20'. They have 20' ceiling panels and all of their panels.
  
  See Attachment/File: image5 1

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes, we did purchase a used 20x20x9' walk in cooler complete with all hardware and cooling equipment, but we did not receive a complete cooler with all hardware and cooling equipment. We received an incomplete cooler at best. For example, he never sent a compressing unit (the part that makes a cooler cold). We have had a local refrigeration specialist review what ***** sent us and, in short, they believe that he pieced together the junk he couldn't sell and called it a cooler. Attached is the list of what we received compared to what we ordered. In addition to not delivering what was purchased he has delayed us from operating in our new commercial brewing space because we cannot close our construction permit without the installation of the cooler. Therefore, we are paying rent for a space that we can not use and we can not make enough beer to supply our customer demand because we can not use the space that we have planned on using.
  
  Again, here is the summary of what happened. While coordinating a mid-June delivery of the cooler purchased on 6/3/22 ***** offered to send 8' tall panels for the 20x20' cooler if we could wait for an early August delivery. This delivery was delayed by ***** until mid-September. Upon delivery we noticed they sent us 10' tall cooler walls not the 8' panels. Also missing from the delivery was the cooling equipment (compressor and evaporator). ***** told us to send the panels back and they would replace with 9' or 8' panels at his shipping expense. They would send the cooling equipment with the replacement panels. The next week we told ***** they had also sent the wrong Door style as well, a sliding door for a 10' cooler which will not fit a 8' cooler. Over the next 11 weeks they failed to replace the panels or locate a left hinge pallet door. During this time, we contacted ***** weekly. By December we were so desperate to get a functional cooler, close our construction permit and start fulfilling our orders that we pursued the idea of cutting down the originally sent panels. Back of the house said they could do this. They said they would send the panels that were damaged in shipping plus extra panels to insure we had enough panels to complete a 20x0 box. There was much discussion about cutting it to 9' so that the side door that was originally delivered could fit. This would require delivery of ************* and support framing that was not delivered with the original order. Ultimately, I agreed that we would accept this if ***** provided photos of all products before shipping it back. Additionally, if ***** could have it shipped by the end of the week, I agreed to pay the shipping. Ultimately, ***** lied about what he was shipping back to us, sent me deceiving photos supporting these lies. He never sent us the compressing unit for the cooler, never sent us the hardware to mount the door to the cooler, didn't send us the linear footage of wall panels to complete the cooler box, sent 5 wall panels that are less than 8' tall (won't accommodate the sliding door), sent several wall panels that will not marry up with the majority of the panels: again refer to the attached document.
  See Attachment/File: Ordered vs Received.PNG

  

  Business Response

  Date: 02/10/2023

  This customer bought a used unit and received a brand new unit as shown with previous pictures. They received a new slide door with the hardware. When the unit was sent the first time there were panels that were damaged by the customer unloading it. The customer wanted pictures of the unit prior to being resent.
  
  We want all of our customers happy with their purchase and decided to send a new unit and sent the payment to be applied to their new condensing unit.
  See Attachment/File: D67091ED-502B-48B1-836B-544A69B2D99A

• Initial Complaint

  Date:10/09/2022

  Type:Product Issues
  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.

  Hello,
  
  I purchased a 10'x28'x10' KPS Global walk-in freezer with diamond plated flooring, two 48" swing doors with entry ramp, 8 LED lights, one Bohn four fan evaporator, and one 5 hp Trenton low-temp condensing unit with
  doghouse cover(outdoor) 208-230/60/3 phase from Shawn D**** at backofthehousestore.com for $20,000 via wire transfer in November of 2021. It was supposed to be used, but in good condition where it would seal properly and serve as the much-needed walk-in freezer for my business.
  
  When the unit was delivered, it was in very rough condition. It was covered in black mold, edges were damaged (which would effect the sealing ability), and it looked very bad. I gave it the benefit of the doubt and had it assembled in my space. The pieces do not seal properly, there is a 4" gap under one of the doors and the other door's hinges are broken such that it can't even be installed. Worst of all, the condensing unit I received is not Trenton brand, nor is it a low-temperature unit, therefore it cannot be used for freezing. The doors are not equip with heaters, which is imperative for a walk-in freezer. I was given a walk-in cooler, not a freezer, when I paid for a freezer. Not only is the whole thing in much worst condition than was advertised, it will not even do the function (freezing) that is needed.
  
  I reached out to Shawn, the seller, to inform him of all of the issues and he agreed to get it all swapped and sorted out back in December of 2021. As of today, 10/9/22, I've reached out to him dozens of times. Sometimes he responds, sometimes he does not, but when he does he always promises that he's going to send the pieces needed to me in the next day or so. It's been 10 months. The pieces have still not be swapped out, and I still do not have the working walk-in freezer I paid for. I have spent countless time trying to get resolved, and I need help.

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/10/24) */
  We are sorry to hear of your dissatisfaction with the used 10'x28'x10' Walk-in freezer you purchased from our company. We value our customers and we want to provide the best solution available to resolve any issues as soon as possible.
  
  We are attaching photos of the unit that you received only 5 days after it was paid for. These are the same photos that were sent to you before you purchased the unit and accepted the unit upon delivery.
  
  The pictures show you that the Freezer was fully intact and functional. We are sorry to hear that once the unit was installed by your contractor -our company does not install- that parts do not seal properly.
  
  As for the condensing units, your installers wanted an indoor condensing unit and came and picked it out.