When purchasing my cookware a few years ago...the representative from Vollrath touted their warranty of 25 years and how any issues would be remedied without any issue. I sent off three of my pieces of cookware because of a failure of the "nonstick" surface. This was the very same issue a customer came to the representative with at the time of purchase. He touted the cookware and said that would be no issue. Simply remove the grips and send it to the location on the bottom of the pan and they would send a new one...no questions asked. Well, mine failed. I sent them to the company and they sent me back a form letter saying they wouldn't honor the warranty. This is in direct conflict with the promises and guarantee of their agent at time of sale. I also filed a report with the BBB that was subesquently closed. The company did nothing and I am not sure why the case was closed.
I am investigating.
Not all of these questions are required. Please provide as much information as you have.
1. Product/Service Purchased: Cookware
2. Model Number: Flat griddle, Sauce pan, and fry pan
3. Contract, Account, or Policy #: purchased at event
4. Order #: purchased at event
5. Purchase Date: 6/12/2010
6. Date Problem First Occurred: 3/7/2014
Dates you complained to the company/organization
7. First Date: 6/18/2014
10. Payment Made: In Full
11. Payment Method: Check
Name of Sales Person
13. First Name: Don't
15. Last Name: recall
17. Purchase Price: $550.00
18. Disputed Amount: $150.00
This was the BBB response...and the company NEVER responded on the 30th as indicated by the email.
Dear Zachary Zuroweste :
This message is in regard to your complaint submitted on 9/11/2014 6:48:30 PM against The Vollrath Company, L.L.C.. Your complaint was assigned ID 10217511.
The Vollrath Company, L.L.C. has sent the BBB a message regarding this complaint, and we are passing it on to you. The contents of this message are below or attached. Please review and advise whether you accept or reject the businesses response and provide an explanation of your position within the next 10 days. If you reject the company's response, please state why.
If the BBB does not receive a response from you within ten days, your complaint will close as Assumed Satisfied.
Please Note: The text of your complaint will be publicly posted on BBB's Web site after the BBB complaint process has concluded (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language.
MESSAGE FROM BUSINESS:
This is to confirm The Vollrath Company, LLC has received the subject complaint and is investigating the claim. Vollrath stands by our products through our warranty policy which addresses product defects due to materials and workmanship. The warranty policy does not address user abuse. We will send a response to this complaint no later than Tuesday, September 30, 2014.
Sincerely,
Nancy Wagner
VICE PRESIDENT SUPPLY CHAIN, THE VOLLRATH CO., LLC
I simply want my three pans fixed, repaired, or replaced in accordance with the warranty. I did not abuse, overheat, or any other way use these products incorrectly. They simply failed.
Vollrath Co LLC Reviews
When purchasing my cookware a few years ago...the representative from Vollrath touted their warranty of 25 years and how any issues would be remedied without any issue. I sent off three of my pieces of cookware because of a failure of the "nonstick" surface. This was the very same issue a customer came to the representative with at the time of purchase. He touted the cookware and said that would be no issue. Simply remove the grips and send it to the location on the bottom of the pan and they would send a new one...no questions asked. Well, mine failed. I sent them to the company and they sent me back a form letter saying they wouldn't honor the warranty. This is in direct conflict with the promises and guarantee of their agent at time of sale. I also filed a report with the BBB that was subesquently closed. The company did nothing and I am not sure why the case was closed.
I am investigating.
Not all of these questions are required. Please provide as much information as you have.
1. Product/Service Purchased: Cookware
2. Model Number: Flat griddle, Sauce pan, and fry pan
3. Contract, Account, or Policy #: purchased at event
4. Order #: purchased at event
5. Purchase Date: 6/12/2010
6. Date Problem First Occurred: 3/7/2014
Dates you complained to the company/organization
7. First Date: 6/18/2014
10. Payment Made: In Full
11. Payment Method: Check
Name of Sales Person
13. First Name: Don't
15. Last Name: recall
17. Purchase Price: $550.00
18. Disputed Amount: $150.00
This was the BBB response...and the company NEVER responded on the 30th as indicated by the email.
Dear Zachary Zuroweste :
This message is in regard to your complaint submitted on 9/11/2014 6:48:30 PM against The Vollrath Company, L.L.C.. Your complaint was assigned ID 10217511.
The Vollrath Company, L.L.C. has sent the BBB a message regarding this complaint, and we are passing it on to you. The contents of this message are below or attached. Please review and advise whether you accept or reject the businesses response and provide an explanation of your position within the next 10 days. If you reject the company's response, please state why.
If the BBB does not receive a response from you within ten days, your complaint will close as Assumed Satisfied.
Regards,
Kim Schultz
Trade Practice Consultant
[email protected]
Better Business Bureau
Please Note: The text of your complaint will be publicly posted on BBB's Web site after the BBB complaint process has concluded (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language.
MESSAGE FROM BUSINESS:
This is to confirm The Vollrath Company, LLC has received the subject complaint and is investigating the claim. Vollrath stands by our products through our warranty policy which addresses product defects due to materials and workmanship. The warranty policy does not address user abuse. We will send a response to this complaint no later than Tuesday, September 30, 2014.
Sincerely,
Nancy Wagner
VICE PRESIDENT SUPPLY CHAIN, THE VOLLRATH CO., LLC
Phone: 920.459.5206 | Fax: 920.459.6573 | [email protected] | vollrath.com
I simply want my three pans fixed, repaired, or replaced in accordance with the warranty. I did not abuse, overheat, or any other way use these products incorrectly. They simply failed.
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