Complaint Review: Century 400 - Chandler Arizona

My company bought a truck mounted steam cleaner from Century 400 back in late May of 2001. From the day we received the equipment we had problems.

First, parts that were not with the equipment that were required to install the machine. Luckily we were able to purchase these parts locally at a reasonable price so we could go ahead and install the machine.

We called the company up and told them what was missing and were told that we would receive a complimentary shipment of chemicals that never arrived. Not such a big deal. Called our distributor and receive no return call. At least the machine was up and running.

A couple of months later we started to experience a problem with a part called the heat exchanger. Let me explain this part so you have a better understanding.

A heat exchanger basically takes cold water and circulates it through a cannister that also acts as a muffler for the machines engine and heats it as it runs through coiled tubing inside so you have steam.

When a piece of that tubing breaks loose from it's weld and vibrates it eventually wears a hole in it causing massive amounts of 220 degree hot water to shoot out through your exhaust pipe at the front of your machine. This took about 10 months roughly for this to happen.

When this first started happening we took it to a repair shop and were told that it would eventually happen and that they didn't know how long it would last. So, we called the distributor several times that we bought the machine from and never heard back from him (Mike Woods of Chemaster).

Next to go 6 months or so into the purchase was an expensive fuel pump (About $200.00 with installation) that went out on the machine. Again, we took it to the shop and had it replaced and contacted our original distributor again. No return phone call.

Not so suprising since we never heard back the other 2 times. Finally almost a year later after the purchase of this hunk of junk, the heat exchnager finally went out. Finally we just passed up the distributor and called the manufacturor.

We talked to a guy by the name of Dan Bess. Seemed very helpful at first. He acted like he wanted to hurry up and solve the problem, especially since the entire machine was still under warranty and it wasn't even a year old yet.

Great, Finally someone who is going to do something. WRONG!!! It took over 6 weeks for the part to show up. We had both of our vendors calling them and us as well almost every day trying to get it. We eventually had to resort to getting our attorny to threaten him and the company with legal ramifications if we did not receive the part.

Next thing you know that part showed up, but with a catch. They overnighted this 60 to 70 pound part over 1000 miles costing them a wopping fee, but they mailed to our vendor / repair shops other location 4 hours away. Even though they had the right address from the get go. Finally we get our part and put it in, but not before costing my company thousands of dollars in losses, clients and our reputation.

Even when you try to go to the next level above the person dealing with, you can never get ahold of them to try to get help. It's as though no one really cares. We have your money and you have our machine so screw you.

Now, a year later I have finally pulled the company up and out of the fire. And now, can you beleive there's more?! We were using our machine as usual and what happens? Our engine broke something loose internally causing out cam shaft to slam into the back of the engine breaking the housing and rendering the machine unusable again! Just as the engine went out of warranty.

God only knows what the cost of this will be. One of our mechanics recommended that we start looking for another engine just in case.

The company loves to sell you their products, but not back them up in a timely manner. Nor do they force their distributors to solve your problems, build a high quality product or really seem to give a d**n that with financing it cost my company over $20,000 for their piece of garbage they call a machine that leaves you stuck in a bind and losing money left and right. To top it all off, they build products that break right after the warranty goes out.

When I finally got through to the original vendor a year after I bought it, he wanted to sell me one of his company's machines. You have got to be kidding me! Century 400's parent company is Windsor Industries. They manufacture hard floor equipment. I also have one of their machines. Needless to say it's a piece of junk as well. The other major company who designed the machine I bought and has one identical to mine is Prochem. Don't buy any of their products. You will regret it!

Todd

Cedar Park, Texas
U.S.A.