Stoelting — Local services in Kiel

I have a Stoelting that has had major issues for 4 years. The machine chews up the orange rubber seals, metal ring, and black o-ring on the ends of each auger (both sides of the machine) over time which causes major leaking and has created metal and rubber pieces in the barrel which are a food safety concern as a restaurant operator. Along with that, every time the machine has an "episode" the mix leaks profusely out of the front of the machine (because the auger seals are not staying in place... they become compressed over time because the parts do not fit correctly with this machine although they are the right parts) which necessitates extensive cleanup, wastes my product, and has created a ripple effect throughout my entire business and has negatively impacted our staff, our customers and our financial performance due to not having the capacity we need.

Although they have tried to help by sending a tech and sending replacement parts over the course of the 4 years, and have paid for this (admitting there is a problem that needs to be resolved and has existed since we received the machine), they will not admit that the problem is with the machine itself (NOT the parts and NOT the operator).

They do not return phone calls or emails although they agreed to send me a supply of parts to keep replacing the parts that are wearing out. They have meetings about my machine but can't return a call or keep me in the loop because to them it's ME that is the problem. What a way to treat a customer who would spend tens of thousands of dollars on more equipment in the future if they are satisfied.

As of now, I have no parts and cannot use my machine, and realize that this problem will never be permanently resolved with new parts. I refuse to spend $100 a month on parts that should not wear out every month (I have worked with many other Stoeltings over the last 13 years in multiple stores and none have had a problem like this or needed new orange seals every month, if anything, just a new o-ring and NEVER would it chew up parts like this one).

If the parts going into the machine are brand new and correct, and the operator is setting it up and lubricating it properly and daily (I have been quizzed and observed by Stoelting's tech) and the parts come out of the machine with damage after use.... what else could the problem be, other than the machine itself? These machines are made to order, there is no reason ONE machine can't have problems that another machine doesn't have, but yet the only thing Stoelting is interested in is wasting my time and money (and their own for some reason) and proving that this machine's problems are my fault.

I have wanted this machine replaced for a long time and have cooperated with the repairs that Stoelting has wanted to try over the years. I feel that is more than fair on my end, especially because this machine is a true burden to my business and my life. I spent good money on this machine and I do not have the money to just call it a loss and go buy another machine.

I feel completely disregarded and degraded by Stoelting. How degrading is it to be forced to clean up gallons of liquid mix over and over again, in front of a line of customers, which gets all over the floor and runs under everything and is a several hour job to clean every time? They wouldn't do it themselves but for those of us actually serving the end consumer, the foodservice worker/operator, that is just fine.

I understand that this situation is most likely very rare, but to me it is very real, very frustrating, and very unfortunate. I am desperate to get this resolved and move...

Pleasantly pleased on the quick unloading of the semi trailer, But, beware of the people that work here. They will drive rite into your truck and don't seem to care?? The trailer was completely trashed with busted wood and junk from the delivery. It was perfectly clean when I got this load put into the truck. Never in my life have I seen such a mess after unloading the...

If you are looking for soft serve machines for ice cream or frozen yogurt then DO NOT buy Stoelting products. Terrible customer service and you will never ever be able to find someone to fix your machines...