- Report: #1502328
Complaint Review: ICECO - Montclair California
Reported By:
Don -
Nashville, Tennessee , United States
Submitted:
Updated:
-
Author Confirmed
Why?
ICECO
4078 Mission Blvd. Montclair, 91763 California, United States
Phone:
1-866-494-3797
Web:
https://icecofreezer.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
ICECO ICECO Freezer Sent Us a Defective Product, Promised Refund and Then Refused to Pay Montclair California
Report Attachments
My wife and I purchased an ICECO Dual Zone Portable Refrigerator through Amazon. The product was defective upon arrival and did not maintain a consistent temperature. ICECO representatives admitted it was defective and told us, verbally and in writing, that they would give us a refund if we would close our Amazon A-Z complaint. Once the complaint was closed, they refused to give us our money back. Here are the details.
After repeated attempts to contact ICECO by phone (no one answered in multiple attempts), voice-mail messages, email, texting and even Twitter for assistance, without success, we filed a complaint with Amazon while also initiating a dispute with our credit card company for a refund of our payment because the product does not work.
In response to the Amazon complaint, we received a string of emails from ICECO asking us the same questions over and over again, which we repeatedly answered. ICECO initially wanted us to return the nearly 70-lb. product, at our expense, without any assurance we would get a refund or replacement product. We told ICECO we would return the product as soon as we received the refund they promised.
On Sept. 3, 2020, my wife and I received a phone call from an ICECO representative named Lu. After explaining the problem in detail, he said it was a “microscopic freon leak” and he stated ICEO would either replace the product or refund us, whichever we preferred.
We said we wanted a refund and offered to return the product if ICECO would pay for shipping and arrange for pick up. Lu told us we did not need to return the product since he could not resell it, and said he would refund our credit card in full that evening.
On Sept. 10, he sent an email and text message “clarifying the situation” that we needed to first drop our A-Z complaint and then ICECO would refund us. This was a new, and in our view inappropriate, condition for getting a refund. We informed Lu that ICECO must first refund our card, as he agreed to do, and then we would drop the complaint. (Amazon’s policy is that once an A-Z complaint is closed it cannot be reopened, which means we would have no recourse in collecting funds due to us.)
We subsequently received from Mario at ICECO stating, “Of course you can keep the refrigerator, and we will give you a full refund, but can you cooperate with us to cancel this [Amazon] claim first?”
Shortly after receiving this email, Amazon learned that we were seeking assistance from our credit card company and closed the complaint. We did not know this would happen since we have never had filed complaint about an Amazon vendor and were just trying to involve Amazon to help us resolve the matter.
As soon as the Amazon complaint was closed, ICECO notified us that they would not give us a refund, in spite of their repeated assurances that they would do so. When our credit card company contacted ICECO about the dispute, an ICECO representative named Anuj Patra responded by saying that we accepted the merchandise and are not owed a refund. Fortunately, we had documentation that proved otherwise.
We spent many weeks attempting to work with ICECO in good faith trying to resolve this, but they were uncooperative and constantly changed their requirements of us, after initially not responding to us at all. We have never had an experience like this with an Amazon vendor and are surprised ICECO products are still being sold through Amazon.
(We used a credit card for this transaction, but I was not able to change the defaulted "no" to "yes" for this question.)
