ComplaintsforHome City Ice Company
Ice
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Complaint Details
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Initial Complaint
09/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
An ice chest and ice were to be delivered on 6/20/24 for our event on 6/21/24. At noon there was no delivery. We called and were told that a message would be sent to the warehouse management and would receive a return call with an update- no return call happened. We called again at 2pm AND 4 pm. We finally got 1 return call saying that it is set for delivery today and if we didn’t get a delivery by 6pm, it would be delivered first thing Friday morning. No deliver or updates occurred on 6/20. At 6am on 6/21 (day of our event go live), we started calling and waited on hold for 40 minutes with no answer. We called again at 9:15am. We were sent to the warehouse management. Again, it went to voicemail. We asked for a return phone call. Finally, we got an update and were told ice would be delivered by noon. At noon, there was no delivery. We called again and got voicemail with no return call. At 2 pm they answered said ice would be there in 20 minutes. 20 minutes came and went with no ice delivery. Finally, 1/2 hr before our event started, the truck delivered 1 small chest, we ordered 1 large. From a financial standpoint, this is frustrating because we were required to put a credit card on file, which was charged a month before our event, despite their communication stating we would get charged AFTER the delivery.. We only received half the ice storage that we were supposed to receive. Overall, we're extremely dissatisfied with our experience with Home City Ice this year and the fact that we got very few updates or return calls is beyond excusable. How do we go about getting a refund for the large chest that we paid for but did not receive? We would also like to understand how we can get a refund for the delivery fee as the entire order arrived a day later than scheduled with a complete disconnect about communication and return calls?Initial Complaint
08/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
The ice delivery was made on a day we were closed and more than half the ice was stolen as the delivery driver failed to re-lock the freezer. The freezer was open for ice to be taken for two days. Also they delivered less bags and charged us an under a certain amount fee.Initial Complaint
07/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
This has been the most frustrating company I’ve ever dealt with. I've been a customer since it was ******** Ice, before it was bought out by HomeCity, and the service has only gotten worse. It's nearly impossible to reach anyone—calls go unanswered, and the automated system is useless. It often tells me my order has been received and then hangs up, regardless of the option I choose. As a venue operator, I've been without ice for two weeks, and no one has responded to my emails or messages. I'm now considering buying my own ice maker because dealing with this company has been such a nightmare. Unfortunately, they are the only vendor in town, as the other local company based out of Akron is much smaller and has a waiting list.Initial Complaint
06/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I manage a Liquor store in ********* **. I purchase ice from this company. They recently bought ** *** and continued services. Ever since the takeover of ** ***, Service has been terrible. They recently sent a card in the mail detailing they now have an app that we need to order from and a minimum order to avoid being charged a delivery charge of $15. I have followed all the requirements to avoid the fee & they still have charged me a delivery fee of $15 at least 4 different times for a total of $60. I have left numerous messages and no one answers the phone or returns and voicemails. Any help would be appreciated. Thank you.Initial Complaint
12/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I own a small bar in ******* *** ****** Bar. I purchase ice from this company. They recently bought ********** ice and continued services. I have had nothing but issues with this company from terrible stock jobs in the ice chest to mispricing to minimal ordering and now to inadequate filling of the ice chest. I have a contact, Tammy at ###-###-####. She forwarded my complaint from the recent issue from delivery on 12/7/23. I spoke with her on 12/7 and then again on 12/12. She told me she passed my complaint on to a regional manager. I told her I haven't heard back yet. Her response is that her hands are tied and that she has had a lot of problems with the aquisition of ********** ice. I don't think it is fair to expect someone to pay the freight on something when they don't deliver full product. I also find if quite unprofesssional to not respond when a complaint arises. Any help would be appreciated. thank you muchInitial Complaint
08/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have gotten ice from your company and the first time found a dead bug frozen in one ice cube. I try you again and after I finished my water with your ice it had black dots and mouse droppings. Not happy. Your ice is not safe and contaminated.Initial Complaint
01/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On December 7, 2022, a Home City Ice driver came to our store and said that he was there to pick up the ice box (owned by HCI). He stated that we had been sent a letter indicating that our sales were not high enough retain the box. He said that there was nothing that he could and that we should call the office. As we attempted to call, he began throwing bags of ice in the middle of the floor. Once the box was empty, he loaded the box on his truck and left. As the owner, I can unequivocally say that we did not receive a letter from HCI. Furthermore, HCI’s policy of discarding product in the middle of the store created a trip hazard as well as a slip and fall hazard. At a minimum, we should be compensated for the ice that we had previously paid for and thrown out by the HCI driver. HCI should consider modifying their policy to include a phone to the person in charge to potentially avoid situations like this.Initial Complaint
08/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I closed my convenience store in January 2022 because of covid. HomeCity Ice came and picked up the ice freezer box which was about 3/4 full of ice. My tenant, in the house next door, spoke with the driver regarding the bags and the driver said a salesman will issue credit. I called and was transferred to the *** ****** office, the warehouse manager told me the empty bags were put in the box so they would know how many there were. I have called a total of 5 times regarding the credit, including today, and keep getting transferred to voice mail which no one returns my call.Initial Complaint
07/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I use this company as a vendor to deliver ice product to my store. Their equipment has been broken for over a month now and Noone will come fix it. I have made about 12 tickets and multiple complaints and they just do not care. The maintenance guy won't even answer his phone but he completes the tickets in the system like he has done what he needs to do but he doesn't do anything at all.
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Customer Complaints Summary
9 total complaints in the last 3 years.
5 complaints closed in the last 12 months.