Tim F.

We purchased a brand new Marvel Ice Maker from US Appliance and had an absolutely terrible experience!

Here is a quick recap:

- Prior to getting the Ice Maker hooked-up and running, we paid to have a carpenter, plumber and electrician to get our kitchen cabinet area ready for the install.

- We first powered-on the unit on 3/21/24
- After 5 straight days of ice production from the unit w/o removing any ice from it, the ice machine only produced around 11lbs of ice – so nowhere even close to the 25lbs that is supposed to generate "every" 24 hours
- We then called US Appliance and spoke with their service tech about the issue, he took us through a check list of items for troubleshooting and then had us power the unit off and then back on and to remove all of the ice and then to monitor the ice production.
- We monitored the ice production for an additional 4 days and then weighed everything that was made and it only totaled 9lbs. Based on this we then called US Appliance again and they then told us that we had to contact the manufacturer directly.
- After explaining everything to the manufacturer via Marvel, they then sent out a repair tech come out to our home on 4/2/24.
- The repair tech then confirmed that the unit was hooked-up correctly and said that there must be an internal issue with the unit that would require replacement parts.

-Since this was a brand new unit that never operated correctly, we told US Appliance that we were not interested in having the unit repaired and that they needed to set-up a return for us as we had paid a lot of money for this unit and it never worked even close to the specs marketed/provided.
-So we called US Appliance about this on 4/3/24 and they told us to recap everything in writing so that they could discuss this situation with Marvel. They then emailed us back on 4/4/24 and told us that we could not return the unit but that they confirmed that replacement parts were ordered and that a tech would address the issue. It was mentioned that it could take up to 2 weeks to process the claim as well as another 10 days for shipping the parts and then whatever time the tech needed to come out to our place.
-We then called and emailed them back insisting on the right to return this unit but they will not return any of our calls or emails.