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Complaint Details
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Initial Complaint
12/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We own a Tea Shop in ***********. On 9/29/2021, we called Beverage Solutions owner, ********************, to diagnose problems with our Espresso Machine. The machine was able to make coffee, but the steamer wand did not work. ******************** came to our shop and suggested to take the machine back to his shop so he could have space to diagnose. With his promise to fix and return to us in 7 days, we agreed.It has been a nightmare for the next 2 months. We experienced following problems:1)Hard to get him to call us back or update us the status.2)He blamed on supplier for not delivering the parts he ordered.3)He even said the parts he ordered was shipped to another state by mistake We have been calling/texting him for more update. Finally on 11/18/2021, he got the parts he ordered. 11/24/2021 he delivered bad news to us, the part he ordered did not fix the problem as he thought it would and more parts are needed. At this time, we felt we could not trust him anymore and we could not deal with the open end situation.On 11/26/2021 we asked him to put the machine back to its original state and return to us in our shop. He replied in text : This is done. But when we asked him to deliver and reinstall in our shop, he asked for $700 which we refused. He did not fix problems after 2 months and our business were suffering during this time. He would not deliver machine back to us without us paying him. My husband picked up the machine from his shop. After we reinstalled the machine at our shop, we found one missing part which prevented us from fully testing the machine. We requested him to return the missing parts, he said he could not find it.So, after two months, we got a broken, incomplete machine back from ********************.We are requesting BBB to help us get our machine back to its original state.Business response
12/02/2021
I feel the customers explanation is not accurate. I did not promise 7 days as I am at the mercy of supplier. A backorder on parts added to the delay. I did have it a month but not 2.
Due to the condition of the unit, it was best to have the unit at the shop to avoid having to charge the customer for multiple trips.
Repair of the equipment started with the more inexpensive parts but once the machine required a more expensive board the customer was unhappy and just wanted the machine back.
The **** was written for parts and labor for what had been done to the equipment up to that point.
With the complaint that it wasn't fixed to his liking and was too expensive, I suggested I remove my parts and he can move on elsewhere.
The machine was put back in the condition that he brought it to me. There is no missing parts. As the parts he is complaining about were not touched.
He can send me a picture of what he thinks is missing and possibly help him with that and have him come get it, but again, we did not touch this area.
Customer response
12/03/2021
Complaint: 16192294
I am rejecting this response because:
Regards,
*****************Customer response
12/03/2021
Complaint: 16192294
he did promise one week turnaround, otherwise, we won't let him take machine away. He finally got the part 7 weeks later, but take another week to told us the parts did not fix the problem.We felt we were trapped in bad situation, thus asked machine back. He refused to bring it back, so we transported ourselves. I do need to correct one thing: we found the missing parts as I mentioned earlier. So there is not missing parts here.
But after testing the machine, it did not function the same as before. We were able to make single shot coffee before, now this function broke too.
All we asked is to return the machine back to its original state: at least it should be able to make coffee as it did before.
Regards,
*****************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.