Andrea W.
DO NOT BUY THIS PRODUCT
DO NOT BUY THIS PRODUCT. We purchased a "luxury" ice maker from u-line and it stopped making ice after a year and a few days from installation. I contacted u-line and I was informed that the unit was not under warranty. You would think that a company would still stand by their product for their consumers especially when it was a year old. U-line suggested to call an authorized service provided to give us an estimate on the repair. We did and they provided us with a quote. I attempted to communicate with U-line Corp or Marvel Refrigeration many times to get a quote on the parts and to seek help to solve the problem. The customer service was not responsive or I simply got a different person every time that seemed to care but didn’t do anything to help. After many follow up emails and calls, I was finally able to get an answer on the parts and I was told that I was able to buy them from u-line website. After placing that order (I had to pay for the parts $$$) it was originally denied for some reason and I had to again try to contact someone at u-line to solve the problem. (which again takes weeks after someone gets back to me) Finally, the order was approved and the parts were received. Even with the new parts the unit still came up with an error and u-line said that the unit was defective and it now needed a new mother board. You can imagine my frustration when I heard the news. At that point, I was so tired of trying to get answers from u-line so I went ahead and ordered the mother board on the u-line website. I placed the order and I received an email saying that the order had been processed the same day. Weeks passed and I decided to follow up with u-line and was informed that the order was denied and after back and forth figuring out why, they said it was on back order and it was going to be another month until I receive the part. After a month or so waiting, we finally received the mother board and it didn't work! U-line technical person said that it is now a refrigeration problem, what they call the sealed system that contains the refrigerant. There's a leak or restriction somewhere. I have asked u-line several times to PLEASE REPLACE this DEFECTIVE UNIT. No one gets back to me. I have filed a complaint with the Better Business Bureau and u-line has not responded to that either. This is a 5K+ luxury unit that DIED out in 1 year! It is not right to take hard working peoples time and money.
Response from UlineApr 11, 2024
We apologize; however, we do not sell Ice Makers so you will need to contact Uline Refrigeration at 414-354-0300. We are completely unrelated companies with a similar name. We are sorry to hear about your experience and hope they are able to resolve this issue for you.