Scotsman ice reviews

1631136094

Patipol Tuitemwong

google

1

Service sucks The machine is broken within the warranty, but the company is not responsible.

1569362525

Heather Finch

google

1

I inquired with their team about replacing the current ice machine that had broken with their Scotsman Pellet Ice Machine. I emailed and specifically asked if it would fit, if the parts were compatible with the current machine, etc. I got a very generic "yep" back that didn't answer really any of my questions, and they advised me to order the machine. When the machine arrived a local rep from one of their partner companies came to install it. He informed me that the machine needed a specific type of drain pump and asked why it wasn't ordered. He could not install the machine, because it did not have the right type of pump. The same type of pump the old machine had... I came back to scotsman and explained what happened and they denied responsibility for their mistake. Even after saying that I specifically asked them to check the specs, they still denied their mistake. They worked with the local install company to order the pump. The pump arrived a week or more later (after spending two weeks going back and forth getting them to cover the additional cost of the pump.) When the pump arrived the technician who came to install it almost died laughing. Scotsman had only ordered a pump, not the FIVE OTHER NECESSARY PIECES TO INSTALL. Knowing (or maybe not...) good and well their products require a certain amount of parts to work correctly they didn't order all of the parts. Literally just a pump arrived, no drain tube, etc. Luckily that technician had the extra pieces in his truck and was able to install them and get the machine working. I had to pay additionally out of pocket for the extra parts and labor. Over $400. Naturally I went back to Scotsman to complain what happened and they again denied responsibility. I refused to back down and demanded they reimburse the $400 and they kept saying "we're working with the other company to get reimbursement". Again denying they did anything wrong. Even their Director of Service, Mike tried blaming me and the other company for their mistake. Honestly, the most unprofessional service I have every encountered. They did end up making the other company reimburse me, but it took two months to receive a check. You think for a $4k Ice Machine they'd at least know what they're talking about when they sell them and be a little more personable with their customer support. Bottom line, if you want a pellet ice machine this is unfortunately the only company who makes them so you'd have to deal with them. If you want any other ice, go with ANY OTHER company.

1529427693

M Montejano

google

1

After our KitchenAid ice maker finally bit the dust, a good friend recommended a Scottsman. We bought one and had it professionally installed (DCE33). While the ice the machine made was great, it has always taken about 4 days to refill the ice tray after we had a party. We have done regular cleanings with the Scottsman cleaner as well as vacuumed out the air intake. However, from date of purchase - it has never refilled the tray in less than 4 days. After considering going back to KitchenAid, we called Scottsman directly. They quickly transferred me back and forth to multiple departments only to be told - call a local service company - we're not going to help you. To summarize: Great ice. 4 day cycles since purchase - customer support completely unapologetic and nicely gave me a local service company to call to see if they can help. KitchenAid - we're coming back!!