ComplaintsforCommercial Dehydrators America

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered a two door dehydrator with two carts, was informed that we were going to be told as soon as the product was shipped so we could prepare for electricians to come in and install high voltage plugs, get loading equipment to get it off the truck, etc. They instead did not tell us as we were contacted by the freight company that it was being delivered early. That's not the only mistake they had made. Once we received the product, it has been broken ever since we received it with power issues such as it drawing way ************* on exhaust fans, triggering thermal relays and giving us alarms. Technicians have been slow to contact many times, taking multiple days between responding to our issues. Support has been disappointing, and when they finally sent us a part to, "fix our issue" it still hasn't fixed our problem and it seems support technicians are once again taking their time to respond to our problems. This company has given us subpar service, and time and time again shown us that even when you spend this much money, you still don't get the customer service you would expect.

  Business response

  10/31/2023

  Hello ******,
  
  We sincerely apologize that you were not given enough heads up prior to delivery. Your order was so far ahead of expected schedule that our normal internal automations didn't trigger in time. I'll work on setting up some safe guards internally so that doesn't happen moving forward. Concerning the issues you are having with your exhaust fan. From what I can see here it looks like the correct replacement parts have been sent out to you and arrived today. Our units go through a 2 hour testing and quality assurance process around the electrical aspects of the control box. My only understanding is that something must have happened during transit that has caused this malfunction. Please accept my apologies and thank you for your patience while we get this issue resolved for you. As per our warranty, all technician costs will be covered by us by sending through the invoices once you receive them.
  
  Thank you,
  
  ******
  
  

  Customer response

  11/01/2023

  Complaint: 20805241
  
  Our previous purchase of a commercial dehydrator labeled "*********" from your company worked flawlessly as far as shipping and operation, but with this industrial dehydrator and the fact that a replacement part has been sent out as communicated and the replacement part has been installed via a professional technician, it has not fixed the actual issue. Our exhaust fan motor will only run for about 35 seconds before tripping the thermal relay alarm and when we checked the external temperature of the motor, it read over 140 F. I understand transit must've damaged the machine, but we have been out of production for over a week now, and though technicians have responded in a day or so, the parts sent are also designed for Chinese markets and take over a week to arrive to us. This has left us in more than a bad spot, especially with vendor events and orders piling up. We will be more than happy to remove the case as soon as we reach a complete resolution.

  Regards,
  
  *************************

  Business response

  11/02/2023

  Hello,
  
  I have spoken with the resolutions department and it seems this situation has now been resolved.
  
  Thank you

  Customer response

  11/02/2023

  Complaint: 20805241
  

  The issue has not been resolved due to the fact that parts that were sent did not fix the problem. Secondly, our dehydrator during our cooking stage (85-90% Chamber Humidity) leaks at the gaskets to both intake fans above our electrical / control panel and the right front door. We have tightened the bolts down as the bolts were somewhat loose on delivery, and at full tightness there is still leaking. I will say that I will be happy to take the case down once a complete resolution has been reached.

  P.S: There are pictures attached of afore mentioned leaking for your reference.

  Regards,
  
  *************************

  Business response

  11/09/2023

  Hey ******, 
  
  I imagine the water that is coming out the front of the unit, may not be from the door but actually coming out from underneath the unit. Our units are not fully sealed so if large amounts of water are building up inside the unit and not being exhausted then it will probably find its way out. 
  
  Red Devil makes a Hi-Temp silicon sealant that can be used to seal the inside base of the machine and around the intake fan motor housing if this is something you require. ***************************************************************************************************************************.
  
  We can try to source a local handyman to come do this for you or if you are able to do it yourself than we can simply compensate you for your labor.
  
  Thank you

  Customer response

  11/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

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