4 Customer Reviews
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Review from Arpita/ Mike P
1 star08/29/2024
***** in technical department Manager, extremely rude and unprofessional. We got our icemaker on August 21. We professionally install the icemaker hoping to have ice, as we finish the installation and start the equipment we waited long enough but the icemaker failed to make ice. We called second day to the shipper and been told someone will call us back from the technical department which we did not received the phone calls so we decided to call back. We address entire situation to the Tech and as soon as we did, he says that the icemaker is faulty. So we requested to exchange the faulty one and get a new and weve been told we have to call company in order to do that process which we did. Minitowoc arranged technician to come and fix the problem, the technician show up after four days and spent eight hours and did not do anything still at that point we did not have ice. Second day we got the message from the local technician saying that there is a sensor needs to be replaced. On August 29, the technician show up and started doing repairing it took around nine hours to get fixed. However, the ice machine still did not produce any ice. day before August 29 ***** the manager of technical department told us that if we do not get any ice on August 29 he will replace the entire unit with new one and he failed to keep his promise. as of August 29 We have faulty ice machine brand new machine, which we spend $3600 and two time technician open try to repair and they have messed up the entire unit from inside which I saw it to ***** over the phone using camera he verified everything that the technician has left. Lots of damage inside we are stuck at this point. We do not have any ice in our property. They are forcing us to keep this manufacture defective piece, And should exchange since its defective piece. Supplier and manufacture company sold defective unit to us and not agree to refund money or exchange as their technician could not able to repair it .Review from Michael W.
1 star09/12/2022
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
Manitowoc Ice, Inc. Response
09/13/2022
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.Review from Sherri H
1 star08/01/2022
If I could give Manitowoc Ice a zero I would. Bought a $2,100 ice maker for my restaurant in January and in July it stopped working. We have spent hours (days) waiting for customer service to call us back and when we finally got someone they were NO help. The warranty is worthless. They wanted to charge us $122 an hour for travel time for their tech to get to us and then no guarantee they would have the right parts. We had a refrigeration tech come in to check it out (on our dime) and determined the motor had gone bad. When we asked about just getting the part they said NO. So here we are, no ice for a restaurant in the summer. Customer service WORTHLESS, product WORTHLESS , warranty WORTHLESS. When you spend over $2000 on an ice machine only 7 months ago you would expect a whole lot more.
Manitowoc Ice, Inc. Response
08/02/2022
08-02-2022: Technical Support was able to find this customer in their business system for ******************** serial number *********. ********************** called in to Technical Support on 07-29-2022 and discussed Pine Tree Foodservice was too far away to adequately service this customer. ******************** has contacted ********* Refrigeration and will work with ********* to complete the repairs and process through the warranty channels, with no expense to the customer.Thank you,***************************Review from Jim L
1 star07/08/2022
I purchased a Manitowoc nugget Ice Machine new from Central Restaurant Products and had it installed 10/14/2021. Within about 3 1/2 months it was noticed to be leaking oil into the ice bin. I contacted Manitowoc regarding the warranty. They provided a service company to look at the unit. A part is still not available for this new unit, been over 3 months. So now we have a new Ice Maker that we cannot use. Very unpleased about this purchase to say the least!
Manitowoc Ice, Inc. Response
07/11/2022
07-11-2022: The replacement gear motor assembly is to arrive later this week at the service company performing the replacement. The extended delivery time for this component is related to the global supply chain. Thank you, Manitowoc Ice
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