Same as all the other reviews - they are HORRIBLE! Avoid at all cost. They did a $1500 repair 4 months ago and then it failed - then I was told by their own technician that the repair never should have been done and that they would have to replace a compressor etc which ended up being over $4000 and they refused to provide any credit for their failed repair. They also refuse to respond to emails/calls - the owner Hugh is the worst. Moving forward with small claims court.
Marilyn Lambert
Very poor service follow through on the creamee machine we purchased. We had them out nearly every week to fix the same problem on a brand new machine, the warranty ran out and they still hadn’t got the machine running properly. Spent thousands of dollars to have out to keep “fixing” the same problem. Unfortunately they’re the only techs in the area for this machine. Impossible to deal with, can’t get them to call back or schedule techs to come out, dishonest charges on invoices, can’t get them on the phone to sort anything out. Regret purchasing from Acana Northeast on a daily basis.
Timothy Dugas
If I could give them a zero star I would. we own a ice cream and seafood restaurant in Massachusetts Acana took our payment for a part for our soft-serve machine12 weeks ago has not shown up to fix it we've called about 13 times with excuse or nothing going on every time. They have not attempted to refund us for our part they have not attempted to call us back every time we call they have literally Ghosted us!
Louis John Ferris III (LJ3)
Very professional and informative. Hugh practically has a PHD in ice cream machines
Bonnie Clement
DO NOT use this company! Period ! Like all other reviews for them they over charge, under serve, owner non responsive if you can actually reach him. He has no idea what’s going on in his own company. Communication is non existent. Billing is deplorable and inaccurate. Parts and resolve are outrageous. One small O ring 60.00 for the ring and over 200.00 to install. I had a cleaning contract that they only honored for a short time then started billing for double the amount but never sent invoices for over a year later. Disputed them with no resolve. Finally talked to Hugh the owner who said “oh you probably don’t owe us any more since you have points for buying products we actually may have a credit to you”. Fast forward sold the business several months ago and I just received a email from the new owners saying the machine is down and Acana won’t come repair it since we still owe the over a 1000.00 just deplorable. We owe them nothing Stop holding us hostage for over priced service. Buyer be warned. Don’t buy from this company. Others have said they would have given a zero review but you have to put one star to write a review. Same here.
Elizabeth Girard
Do not buy from this company!!!! They'll tell you everything that you want to hear before you spend 30 Grand and then as soon as they get their money they all of a sudden don't know how to answer the phone!!
Morgan Jackson
Find someone else to do business with. You will overpay, waste time and money
Selmanur Ozgur
Not honest business . Owner will tell you anything to sell you after that you won’t be able to talk to him again
Paul Parks
I’m not one for bad reviews but steer clear of this company. Poor communication, overcharging, came out 5-6 times to “fix” the same issues. Machine Immediately stopped working each time. I’m in $5000+ this summer on the same repairs over and over. Most recently we called, made it clear we would not spend any more money to fix the same issue, and asked if they would diagnose it without charge since they had been out so many times. They agreed, came out, and charged us nearly $900 for the same fix we’ve had this summer. Not even an invoice, they charged our account. We called and received an apology with no solution. Fingers crossed that $5k later our machine will continue to work. Could have bought a new machine and saved the headache.
Katherine Hall
Horrible, the worst company I've ever dealt with! They lie, over charge, double charge, change prices on invoices even after being paid and never return phone calls.
This company doesn’t even deserve a star. The only reason they get one star is because you don’t have the option to post a review with zero stars! After purchasing an ice cream machine for tens of thousands of dollars, you’d expect the product to actually work. Instead, our machine was broken down the very first day we opened for the season. Since then, it has broken down a total of three times, in a matter of 4 months. BRAND NEW MACHINE. Every time, it’s taken over a week to get serviced. Phone calls are ignored but when they do answer, their customer service is horrible. The owner is a joke, only cares about the money, not the quality of the machines he’s selling. We’ve been told for a week now, every day, “we’re on our way right now” and they never show up. Never will we recommend anyone to buy anything from this company. You will regret it.
April bayley
The owners are so kind. They are amazing!
Joe Checkinowski
Company has gone downhill, technicians who don't know what they are doing or even have the right tools with them! And then charge you $400.+ for doing nothing when the problem still exists!Hope Hugh can fix these issues. My next repair will be to buy a Taylor machine.
Jarrod Hanshaw
Terrible customer service. I bought a new machine and still trying to get them to program it correctly.
Gary Delbon
I have a restaurant In Connecticut Giovanni and I have bought 2 ice cream machines and one batch freezer from Hugh and his family , this is a great company and his employees are great . I've had a couple come out and set up the machines and get everything working right . Especially Jeremy he comes out and fix any problems that we may have in the beginning and comes back and check Son us and set everything up very very good and responsible.
Same as all the other reviews - they are HORRIBLE! Avoid at all cost. They did a $1500 repair 4 months ago and then it failed - then I was told by their own technician that the repair never should have been done and that they would have to replace a compressor etc which ended up being over $4000 and they refused to provide any credit for their failed repair. They also refuse to respond to emails/calls - the owner Hugh is the worst. Moving forward with small claims court.
Very poor service follow through on the creamee machine we purchased. We had them out nearly every week to fix the same problem on a brand new machine, the warranty ran out and they still hadn’t got the machine running properly. Spent thousands of dollars to have out to keep “fixing” the same problem. Unfortunately they’re the only techs in the area for this machine. Impossible to deal with, can’t get them to call back or schedule techs to come out, dishonest charges on invoices, can’t get them on the phone to sort anything out. Regret purchasing from Acana Northeast on a daily basis.
If I could give them a zero star I would. we own a ice cream and seafood restaurant in Massachusetts Acana took our payment for a part for our soft-serve machine12 weeks ago has not shown up to fix it we've called about 13 times with excuse or nothing going on every time. They have not attempted to refund us for our part they have not attempted to call us back every time we call they have literally Ghosted us!
Very professional and informative. Hugh practically has a PHD in ice cream machines
DO NOT use this company! Period !
Like all other reviews for them they over charge, under serve, owner non responsive if you can actually reach him. He has no idea what’s going on in his own company. Communication is non existent. Billing is deplorable and inaccurate. Parts and resolve are outrageous. One small O ring 60.00 for the ring and over 200.00 to install. I had a cleaning contract that they only honored for a short time then started billing for double the amount but never sent invoices for over a year later. Disputed them with no resolve. Finally talked to Hugh the owner who said “oh you probably don’t owe us any more since you have points for buying products we actually may have a credit to you”. Fast forward sold the business several months ago and I just received a email from the new owners saying the machine is down and Acana won’t come repair it since we still owe the over a 1000.00 just deplorable. We owe them nothing
Stop holding us hostage for over priced service. Buyer be warned. Don’t buy from this company.
Others have said they would have given a zero review but you have to put one star to write a review. Same here.
Do not buy from this company!!!! They'll tell you everything that you want to hear before you spend 30 Grand and then as soon as they get their money they all of a sudden don't know how to answer the phone!!
Find someone else to do business with. You will overpay, waste time and money
Not honest business . Owner will tell you anything to sell you after that you won’t be able to talk to him again
I’m not one for bad reviews but steer clear of this company. Poor communication, overcharging, came out 5-6 times to “fix” the same issues. Machine Immediately stopped working each time. I’m in $5000+ this summer on the same repairs over and over. Most recently we called, made it clear we would not spend any more money to fix the same issue, and asked if they would diagnose it without charge since they had been out so many times. They agreed, came out, and charged us nearly $900 for the same fix we’ve had this summer. Not even an invoice, they charged our account. We called and received an apology with no solution. Fingers crossed that $5k later our machine will continue to work. Could have bought a new machine and saved the headache.
Horrible, the worst company I've ever dealt with! They lie, over charge, double charge, change prices on invoices even after being paid and never return phone calls.
Restaurantji Recommends
This company doesn’t even deserve a star. The only reason they get one star is because you don’t have the option to post a review with zero stars! After purchasing an ice cream machine for tens of thousands of dollars, you’d expect the product to actually work. Instead, our machine was broken down the very first day we opened for the season. Since then, it has broken down a total of three times, in a matter of 4 months. BRAND NEW MACHINE. Every time, it’s taken over a week to get serviced. Phone calls are ignored but when they do answer, their customer service is horrible. The owner is a joke, only cares about the money, not the quality of the machines he’s selling. We’ve been told for a week now, every day, “we’re on our way right now” and they never show up. Never will we recommend anyone to buy anything from this company. You will regret it.
The owners are so kind. They are amazing!
Company has gone downhill, technicians who don't know what they are doing or even have the right tools with them! And then charge you $400.+ for doing nothing when the problem still exists!Hope Hugh can fix these issues. My next repair will be to buy a Taylor machine.
Terrible customer service. I bought a new machine and still trying to get them to program it correctly.
I have a restaurant In Connecticut Giovanni and I have bought 2 ice cream machines and one batch freezer from Hugh and his family , this is a great company and his employees are great . I've had a couple come out and set up the machines and get everything working right . Especially Jeremy he comes out and fix any problems that we may have in the beginning and comes back and check Son us and set everything up very very good and responsible.
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