Super shady company. Very untrustworthy
The freezer was ordered new from QNG, Inc. via Amazon on May 19, 2020. The freezer was delivered on May 28, 2020. On July 17, the freezer malfunctioned destroyed approximately $1,600 in merchandise. We contacted QNG, Inc., and also the manufacturer, Vortex Refrigeration, who appear to be the same company. Vortex indicated that they would not send anyone out, as there was nothing wrong with the freezer. After 2-3 phone calls, Vortex contacted Nieland Refrigeration to send a tech out to look at the freezer. Nieland determined that the cause of the malfunction was loose connections to the wires connected to the thermostat, which they determined was a manufacturing issue. Nieland fixed the issue and submitted the invoice to Vortex who paid for the repair. On August 6, I contacted QNG for a refund of the unit after Vortex and QNG opted not to replace the lost merchandise. On August 8, QNG indicated that Vortex told them that the Nieland tech had indicated that the malfunction was caused by an external electrical event, which was noted on the invoice received by QNG from Vortex, but not on the invoice sent to Vortex from Nieland. I asked for a copy of the invoice that went from Vortex to QNG, but to this day have not received a copy. Nieland Refrigeration also stated that Vortex called them and requested the invoice to be altered to say that the defect was caused by an external electrical event, which Nieland refused to do. On August 11, the freezer again malfunctioned and I contacted QNG about a refund and returning the freezer. I also contacted Vortex. Vortex again contacted Nieland and sent a repair tech out. The tech not only indicated that the freezer was out of coolant, but Vortex also asked them to provide documentation of improper use of the unit to clear their responsibility for any further repairs. Nieland took the requested photos, which showed no misuse or improper installation of the unit. Vortex indicated that they would give a refund of the unit, but I have to prepare the unit for shipping, and it would have to arrive back at their facility to be inspected before a refund would be submitted. That did not feel like an appropriate solution, given that Vortex had already exhibited that they would make any excuse not to give a refund. I opted to attempt to resolve the issue through Amazon, and requested a return label on August 12, August 13, August 18, August 22, August 29, September 1, September 23, and October 19. QNG has deferred to Vortex's return offer, but since we have discovered that QNG and Vortex are operating out of the same location and utilizing the same website, I am less inclined to trust that a refund will be coming once the product is shipped back to the manufacturer.
By Heather M.