Order freezer it was damaged and refuse to do anything about it …. Won’t be doing biz with them again !!!
Figure u would say that, how does one inspect the item, when it’s cover with 50lbs of cardboard and driver was in out in a flash, that’s why u have insurance for ur biz…. Please
Why U filing with fedex ? It wasn’t fedex that deliver it !!
By Mike K.
Response from Vortex Refrigeration· Mar 5, 2022
The customer accepted the freezer without inspecting it for any shipping damage. He signed the freight bill: “Received in good condition”. There was very minor damage to the lower front grill. We have filed a hidden damage claim with R&L Carriers. It is the customer’s responsibility to inspect the equipment before they accept it and sign the freight bill. Not quite sure how Vortex Refrigeration is responsible or at fault. The driver is supposed to wait 15 minutes for the customer to inspect the freight. Insurance only applies to noted damage. Also, considering we have filed a hidden damage claim with R&L Carriers, I don’t understand why you said we refuse to do anything. That is the procedure.
Terrible
Terrible. Bought a pizza table that broke down after 1 year. When I called they said call a technician because they only cover the compressor after a year. Also, the representative or manager(if you can call that a manager) was having an attitude. What kind of product that are new can’t even make it 5 years without problems? Go somewhere else with better warranty and customer service.
By Alex M.
Response from Vortex Refrigeration· Aug 27, 2021
The customer bought the prep-table almost 16 months ago. It comes with a 1 year parts & labor warranty and 5 years on the compressor. The customer was aware of the warranty when they bought the prep-table. Extended warranty was available at time of purchase. The breakdown can be due to a number of reasons including improper maintenance, power surges, part failure, etc. Even the most expensive brands have breakdowns. The customer was advised to call a service company or we could provide names of authorized service companies. If the problem is determined to be the compressor, a new one will be provided free of charge.
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.
Worst company I have ever purchased equipment from
Worst company I have ever purchased equipment from. Bought a pizza make table from Vortex in March 2017, it stopped holding temp after about 10 months. Contacted Vortex for warranty repair (we were within the one year parts and labor warranty), we spent multiple hours and days doing troubleshooting with them over the phone, they apparantly had no service provider that does warranty work in our City Then they told us our warranty was "null and void" because unit was not originally shipped to our restuarant address, The sales guy 100% knew when we placed the order that we were shipping it to a different location that had a loading dock to receive, he absolutely did not tell us it would void our warranty, so we had unit shipped to our local refridgeration company that had a loading docks to receive unit. We had to buy a another make table from a different mfg. We threatened to file lawsuit, they shipped us a new compressor for us to install on our own. So now we have a extra non-working Vortex unit with a new compressor in a box, cost for us to get installed at a cost of around $500.
By Mark
Response from Vortex Refrigeration· Jan 15, 2019
The reviewer bought a pizza prep table, had us deliver it to the address provided. After 10 months he contacted Vortex for service under the warranty, after apparently trying to troubleshoot it with the dealer that he purchased it from. We have service providers that do provide service in his city. We scheduled a service call to have the prep table repaired, however when the service tech went to repair the unit at the address it was delivered to, there was no unit to repair. The reviewer had transported it over 100 miles to another city. This does void the warranty. Vortex has no way of knowing how the prep table was moved and if any damage occurred during the move. The reviewer says that the sales person knew this was the intent. We were not able to find evidence of this, however our warranty statement on our website specifically states:
Warranty Is Not Transferable
This warranty is not assignable and applies only in favor of the original purchaser/user to whom and where equipment was delivered. ANY ASSIGNMENT, TRANSFER OR RELOCATION OF EQUIPMENT SHALL VOID THE WARRANTIES HEREIN MADE AND SHALL VOID ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
There is no way that the reviewer would not have known unless he didn't bother reading the warranty. As a gesture of goodwill Vortex provided the reviewer with a new compressor at no charge for the compressor or the shipping. The threat of a lawsuit had no bearing on our decision to provide a compressor. The warranty is explicit in what it covers and what it doesn't. After receiving the free compressor the customer thanked us by leaving this 1 star review. Our many 4 & 5 star reviews speak for themselves as to the integrity of our company.
VERY BAD AFTER BACK AND FORTH AND FEW…
VERY BAD AFTER BACK AND FORTH AND FEW MONTHS OF PROMISSING THAT PARTS ORDERED AFTER THEY CHARGED MY CREDIT CARDS THEY CHANGED FEW PARTS AND STILL HAVING THE SAME PROBLEM
By Hayssam
Response from Vortex Refrigeration· Mar 1, 2019
This review is from somebody that dealt with a 3rd party dealer selling Vortex Refrigeration. They did not buy from Vortex or have any interaction. Their complaint should be directed at the dealer not Vortex.
Very bad.very bad experience
Very bad.very bad experience
By zameer
Response from Vortex Refrigeration· Mar 1, 2019
This review is from somebody that dealt with a 3rd party dealer selling Vortex Refrigeration. They did not buy from Vortex or have any interaction. Their complaint should be directed at the dealer not Vortex.
I bought 3 of 2-door freezers in …
I bought 3 of 2-door freezers in September, 2017. 2 of them are working good, but 1 has never been good. The temperature has been over 10F, no matter how I tried to make adjustments. I had my own technician to call the company trying to get hold of their service department several times, but never get any answer. The service of this company are bad.
By patrick
Response from Vortex Refrigeration· Mar 1, 2019
The dealer that sold him these pieces dropped the ball. Techs from Vortex corporate were sent to the customer's location and repaired the freezer. This was a few months ago and there have been no problems since. It is unfortunate that the customer did not keep his promise to come back on Trustpilot and update his original review.
Purchased 2 freezers and 1 refegiratorn - Buyer Beware
Purchased 2 freezers and 1 refegirator. From righ when we received them we have had nothing but problems with all 3 units. Freezers were not calibrated from factory correctly and keep freezing up. Additionally, the refrigerator has been having an issue cooling down now and we cannot get anybody from Vortex to support us in getting a service company out. Vortex is not helping with getting us one. Their support is not good and they do not follow up with you. These units have been under warranty for a year and I am afraid of what will happen out of warranty.
There are a lot of other products to check out and I would stay away from this company in the future.
By Ryan S.
Response from Vortex Refrigeration· Sep 20, 2020
Service was sent to the customer's location and the service tech found nothing wrong with the operation of the units, other than to say that someone had changed the Dixell temperature controller settings. They reprogramed the controllers.
