Business ProfileforManitowoc Ice, Inc.

John, manager with Manitowac in service department, was extremely rude, dishonest, and didn't follow up with the service techs (Hobart Ice) who came out when the product failed within months of receiving it. We followed the protocol of calling the warranty department after it wasn't working, and had to buy ice everyday for months while we waited for someone to respond, which cost us hundreds of dollars. We asked if we could swap it out after calling the number John provided us to verify it was in stock, which it was in several offices in California, which is where we live. He stated, "you can get a new one if you're willing to come up and help make them yourself." It was extremely disrespectful and rude and I stated that I called the number he asked me to call, which he then realized that he was extremely in the wrong. He offered to replace it after I told him the costs we incurred, that our grand opening was coming up, and that a service tech said that it needs to be replaced because it will cause even more issues later. It's been a really bad experience with customer service and professionalism. We get products can be defective, but simply follow up and do the things you say you will in your warranty. I have been calling service tech, Hobart Ice, who services the ice machine, and they are saying that they are still waiting for a call back from John. TBD if he will ever call back and do what he said he would. Case #104477

09-13-2022: The ice machine noted above is being replaced by Manitowoc. Availability is being confirmed and the logistics of this replacement ice machine will be communicated to *************************** very soon.