Business ProfileforAllSouth Appliance Group, Inc.

Improper installation of icemaker has caused home damage 2 yrs :(

This ice machine was purchased as a replacement for a unit in the customer's home in 2021. Basic installation of this unit, included connection to the existing plumbing just as the previous ice maker was installed. Approximately a year after the unit was installed, the customer called in with his first report of the unit flooding and we immediately sent out a certified technician. The technician observed the unit's drain line was blocked/frozen on the exterior of the house and thus water was not draining properly, which created the overflow from the drain line. He advised the homeowner that the leak was caused by an exposed external frozen copper line. It was recommended to the customer that he call a plumber and get this addressed but that this was a pre-existing issue with the home and not the unit itself.Approximately one year later, during the frigid temperatures here in ******* the customer called in reporting that their house flooded again. We sent out a certified installer ASAP. It was discovered to have the same issue, the external pipe froze causing water to back up into the home. While we are very sorry for their damage and issues, this has nothing to do with the ice machine's operation or its installation and we have been diligent in our efforts to help the customer. The installer advised the customer that a pump option would allow the water to be "wasted" into the sink drain versus the gravity drain. This is at an additional expense. This was suggested during the original purchase but the customer declined since the unit was installed as a gravity unit. We sell ice machines as a gravity or pump model at the point of sale. Gravity units can drain (waste) into basement drains or outside-type scenarios. When they drain outside, the homeowner must take care to protect the lines in extreme cold temperatures. The customer was understandably upset because of the damage and insisted it was our fault, then spoke of sharing a bad experience on social platforms, and contacting news stations and attorneys. We were advised of their role as GM of the local Acura dealership and how they would "spread the word of not doing business with AllSouth".At this point, we suggested they contact their homeowner's insurance and we would notify our carrier. We do not believe we have any responsibility for their damage.