Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:31/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long-term customer of ********************************************* for their water dispenser machines. The service and invoices were disrupted during Covid and I met with ***** from Coffee Connection in late August 2022. We came to an agreement to resolve the invoices and change the number of water dispenser machines moving forward. New machines were brought and old machines were removed, but the invoices were incorrect, new machines have had service issues, new machines have been removed, and we would like to review more precise plans moving forward. I sent several emails to staff and to ***** in Q4 2022 and ***** replied that he "would take it from here". However, correspondence from ***** is nearly non-existent, his staff acknowledge this aspect of things, invoices have not been adjusted, one of the new machines has been removed, plans to resolve things for moving forward have been unilateral and exaggerated by ***********The second last time I sent an email to ***** and staff at Coffee Connection (June 2023), ***** responded that he has replied to all my messages and provided supposed time-stamped emails demonstrating this. However, myself and some others who were on that email thread didn't receive this supposed email from him at that apparent time, so it begs to question what someone might have done at Coffee Connection's end to attempt to demonstrate that they sent a reply to me. The last time I sent an email to ***** and staff at Coffee Connection (June 2023), I asked ***** to provide some dates and times in the weeks ahead to meet, offered to meet him at my place or his, offered to meet during business hours or outside of them in order to review and resolve things. I am yet to hear back from ***** or anyone else from Coffee Connection.

  Business Response

  Date: 01/09/2023

  Hello BBB,
  Please find attached the emails that ***** alleges he never received,we do not take lightly to the slanderous innuendos applied that these were fabricated. There were four contacts and 3 of the four received the emails.  I have asked our third party It Solutions provider to provide all email correspondence to immigrant services that has occurred over the past two years and should have that shortly midweek Sept 6/7.  The Coffee Connection would also kept these records should we need to pursue actions to future secure our interest.
  Please find attached the proposal as per the outcome of our meetings with ***********  These meetings occurred at his facility and he should be able to provide dates as these occurred at the immigrant services offices.
  As noted in the proposal ***** requested, we create a path forward for future business and asked that we removal all accrued rental charges that had not been paid during the pandemic. ******* Coffee Connection has been in business for 45 years and we work to create long term business partnerships with our clients.  As noted, we agreed to waived past unpaid invoices for future business in the kitchens as each kitchens renovation completed.
  ***** oversaw renovation for all kitchen areas and was to have the water filtration and water dispensing appliances installed in each kitchen.  ***** did not uphold his commitment and instead purchased refrigerated appliances that had water dispensers.
  It is disheartening to learn that the person failing to uphold their commitments has filled a complaint. If ***** wishes to withdraw from all the agreement, we would require ********* services pay the outstanding payments for 2020, 2021 and 2022 along with any balance on account.  
  
  *************************
  Vice President ******* Coffee Connection
  *******************

  Business Response

  Date: 06/09/2023

  Please our IT solutions provider had record of between ********* Services and The Coffee Connection. The ZIp file is 22mb. please provide contact information where this file can be emailed. 

  You will find numerous concessions that The Coffee Connection was tirelessly suggesting to help ********* Service address a back log of unpaid invoices with the notation that they would commence a new term for 10 units, then amended to 8 units in order for the forgiveness of debt.  

  ********* Services notified our team this March 2023 that they would only need a few units as they installed appliances with water dispensers. 

  This file will be sent to collections or pursued in small claims court should ********* services chose not either implement the 8 units or pay the past debts.

  I have not seen any additional correspondence since our reply last week to this file however as a small family business we operate with honesty and integrity which is demonstrated in the 40 plus documented emails in addition to in person meetings and phone calls with the client between our staff and theirs. 

  If BBB would please contact us by phone ************ as the phone number shown in the contact information is not relevant on the BBB site

   

   

   

   

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20390111
  
  I reject this response:

  Part 1 of 2 parts because of exceeding **** characters. 

  *****'s attachment is not what I'm referring to when I say that correspondence from ***** is nearly non-existent. That one attachment is an agreement I received, but numerous emails thereafter to ***** have not been sufficiently addressed by him. 
  
  My complaint was not slanderous and did not say fabricated. It was a truthful explanation of my experience, and that others within the same organization also did not receive correspondence from ***** that he claims we did. This was brought to the confidential attention of a third party (BBB) solely due to my attempts to review and resolve the account status with The Coffee Connection has continued for a year with no progress because ***** has not corresponded or addressed matters sufficiently or at all.
  
  I appreciate ***** engaging their third party IT solutions provider to provide all email correspondence over the past two years as this could help resolve matters. Perhaps ***** would be willing to share these records with me to ensure that they align with the records that I have on file as well.
  
  Similar to The Coffee Connection being in business for 45 years and creating long term business partnerships with clients, our organization has been in operation for the same duration and we create long term relationships with vendors that have lasted for decades (our third party security and storage providers can attest).
  
  Yes, ***** and I met and created a path forward for future business. With The Coffee Connections documentation, ***** said that it was difficult for him to confirm the accuracy of past records, but that it seems there are outstanding invoices of approximately $450. Together he and I agreed to look to the future instead of the past and wipe the slate clean, and that past records and past invoices would be considered null and void with our new agreement in place from Sept 2022.
  

  Part 2 to follow

  Customer Answer

  Date: 08/09/2023

  Hi BBB,

  I rejected The Coffee Connections response. 

  I explained this rejection, but was capped at **** characters. 

  Part 2 of 3 (what I couldn't include past the **** characters) is below and please pass this along to The Coffee Connection as well as it explains things fully and offers a resolution. 

  
  This new agreement was to be for multiple water dispensers (6-8 units) and for a ************************************************************************************************ Dec 2022 at which point all water dispensers would be added to accompany the initial 2 that The Coffee Connection provided in Sept 2022.
  
  However, from Sept 2022, the integrity of ***** and The Coffee Connection to be a trusted partner and service provider started to become compromised and created reservations for me to continue to move forward with the arrangement ***** and I envisioned. For example,
  
  We agreed the wording in the agreement would state that all outstanding invoices would be waived, while the wording actually capped it around $450 until I caught the error.

  The invoices that I received from The Coffee Connections accounting department were not properly adjusted to reflect the new arrangement ***** and I had envisioned. I brought this to The Coffee Connections attention and on Oct 5 ***** said, Ill take over from here and I still have not received an update from him addressing this.
  
  One of the two machines that were initially provided started to leak. A representative from The Coffee Connection eventually made it on-site to check the machine and subsequently decided to take it with him. Im not sure if he took it to repair or replace, but we have been without one of the two initial machines for several months. One of the reasons I requested ***** contact me was to discuss the status of this machine as well, but ***** didnt get in contact with me again and I still do not know that whereabouts of this dispenser. 

   

  Customer Answer

  Date: 08/09/2023

  Hi BBB,

  Part 3 of 3 (because Parts 1 and 2 exceeded **** characters)

  Please pass this along to The Coffee Connection as it provides an explanation in full and offers a resolution. 

  With that, I checked alternatives and tested to see if water dispensing refrigerators would meet my needs and reduce or eliminate being dependent on the inadequate attention paid to my service needs and account status. The results are that water dispensing refrigerators helped to some extent in that staff could access them in kitchens, but were not a full replacement for the water dispensers provided by The Coffee Connection because the refrigerators would not be placed in reception areas where clients could access them. One of the many reasons I sought engagement and dialogue with ***** was to review these findings. Unfortunately, as mentioned before, correspondence from ***** was nearly non-existent.
  
  As seen in the attachment, the prices that were agreed upon were for multiple units and over a 36-month term. With the negative client experience I was and continue to be part of with The Coffee Connection, a 36-month term seems unrealistic and undesirable, and clearing this account should mean paying $40 for 13 months for 1 machine (Sept 1, 2022 to Sept 30, 2022) and paying $40 for 6 months for the 1 machine that was removed and not replaced (Sept 1, 2022 to Feb 28, 2022).
  
  It is unfortunate that this matter has had to be brought to the BBB, but I was left with no other choice after repeated attempts to be in contact with ***** and The Coffee Connection were repeatedly rebuffed with lack of correspondence.