ComplaintsforBack of the House Store

• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ***************** (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

  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 response

  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

  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

  10/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We bought 3 Walk-in boxes from pictures shown to us and described on contract but we were delivered completely different product. The finance company on there website as a preferred lender is part of the the scam. I was charged $80,000 dollars for a truck load of garbage

  

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/05/21) */ The customer ordered the large 15' tall used units on 4/18 and when we were loading them up on 4/27 for delivery he communicated to us as well as our transport provider that he would not accept the delivery if made by 53' covered dry van and he would only accept if delivered by flatbed. It was communicated to the customer and agreed to that he would accept any weather related damages. We did not want to deliver these panels via flatbed but that was the only way he would accept them.

• Initial Complaint

  04/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased three used walk-refrigeration units for my restaurant. As part of the contract, the seller was supposed to hire a subcontractor at a premium-determined price to do the electrical. As the units were being shipped I found out that the contract was going to try to collect more than double what Shawn agree to. When the units arrive they were broken, moldy, dented, and basically falling apart. The actual refrigeration portion of the order never even showed up. I had to pay to rent a trailer and a lift to move the garbage units from my restaurant to my home to store them even though Shawn agreed in writing to take them back and refund my money. Shawn likes to play word games. I referred to his crew "dumping" this **** onto sky alley (meaning it was junk that was left here, not that the units were harmed when unloading them - as any person of reasonable intelligence would have understood, and he's tried to use that as an excuse to not refund my money. On top of it all, he never he e sent me the most expensive part of the order - the cooking units. Shawn ***** is a crook. He's done this before and he'll keep doing it until someone stops him. That someone WILL be me!

  

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/04/26) */ Good morning, We do not install any units nor can we guarantee any premium on any installation as that is not something we do. The three units were purchased and the customer asked us to hold them, which we did at no charge for 2 months. The installation quotes I believe were more than the customer wanted to pay. The units were delivered and the customer unloaded as is the case with every order(I've uploaded communication verification). The customer received additional quotes on installation and informed me that one was from another company that sells units and he decided to buy from them and wanted a refund. He said he didn't like the condition of the ones received. I told him I would refund; however, he then complained about them being dumped in his neighbors yard. He was the one that unloaded and I let him know we would not refund or take back units that have been dumped and left outside. Consumer Response /* (3000, 7, 2022/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The owner's response is not consistent with the facts. He did indeed quote me for installation with the only stipulation being that I pay the installer directly. Enclosed is a copy of the paid invoice stating this. Also, and I want to be very clear about this, I have NEVER received the rooftop condenser/refrigeration units for these coolers!!! So anything the owner says about having met his commitment to me is a complete fantasy. He sent me broken, dirty and moldy wall panels that could never be installed due to a number of the latches being broken off. The pictures enclosed clearly show the condensers were never on the truck and the condition of the panels when they arrived. I never signed the shipping manifest when this junk arrived and he agreed to a refund. Shawn ***** took my money, sent me junk and kept the most valuable part of the order, the condenser units, to himself. He is a crook. There are several other BBB complaints against him for similar issues. At a minimum, I want my money back and I want him to get his garbage off of my property or pay for me to have it hauled off to the dump. Business Response /* (4000, 9, 2022/05/09) */ We do not hire electricians or any contractor for customers and we do not give bids to customers. That is between the service company and customer. There was no "crew" or employee that removed or "dumped" the units as the customer was the one that unloaded them from the truck. There were three used units purchased and held then delivered for $16,000, which was discounted from the original quote of $22,000. New units would be $72,000. The buyer has demanded to be sent new units plus paying for installation. He bought used units and received used units. If there is a problem with refrigeration we can certainly work to replace anything needed in that regard. Consumer Response /* (4200, 11, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is so incredibly crooked. The facts boil down to three things: 1). The panels were so damaged they could never be installed. Photos prove this beyond a doubt. 2). The company never sent the refrigeration units. This is also clearly show. in the photos of the truck before anyone touched it. Yes Shawn, there IS a problem with the refrigeration units. They never existed. 3). Regardless of what the owner states now, I have a signed invoice stating that the install would be $6k. No caveats, no explanation. Just installed for $6k. Period. I want my $16k refunded to me or will will be suing the company. Given the evidence I have, including all of the other reports on BBB about him doing the same thing to other customers, $16k will seem like a bargain when it's all over and done with. Someon me needs to shut his scammer down and it looks like it's going to be me.

*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. ↩