Complaints

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• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  July I made purchases through a vending machine associated with Brec Vending. Unfortunately the machine charged me an erroneous amount gtreater than $1.60 (which is the cost of the sodaafter reconciling my bank statement, I was charged several times totaling $249.10. I immediately contacted the vending company and received no timely response. The current date is Sept 30, and my initial communication was July 20th.

  Business Response

  Date: 10/11/2024

  Good afternoon,

  First let me give a little information on what we do. We are a vending machine company who installs and services machines at different locations. Our customers use our machines to purchase products using cash or credit debit cards. when a customer used their card they see a different amount in their bank account at time of purchase. The reason for this is because the machine has different price points that range form 1.50 to 5.00. the machine does not know what is going to be purchases so it approves a transaction for the highest price point of the machine which is what the customer sees in his/her bank account while it is pending. Once the transaction is processed, the amount charged will change to the actual price of the item purchased. 

  For Example: 

  If the customer buys a soda for 1.50 plus .10 cents credit card fee, the customer will still see that he/she was charged 5.00 until that transaction is processed. Once processed, the customer will see a transaction for 1.60. 

  I received this complaint by e-mail back on July 20th, And yes it took me a while to figure out the machine used, the credit card device used, and finding all transitions made with this customer's card. I apologized to my customer for this taking so long but I needed to make sure of these transactions, and told him that this looked more like someone either stole his card information or his actual card. He was staying a a hotel named *********************** for all this time. so I suggested he go to the front desk to ask for camara footage to see who used his card at the times listed on the report I sent him but he got upset saying he would not do the job for me. I was only giving him an idea to try and figure out what happened and find out if someone else used his card. The transactions were made, items were purchased, and if he was not the one using his card then someone else was using it. I suggested he opened a claim with his bank to dispute these transactions so that the bank could refund him but he got mad. I was just trying to help. Someone used that card to purchase products that is for sure. He says it was not him which means his card information was stolen or someone used his card when he was not seeing. I believe this is a case for his bank to resolve. 

  At the end of the day, products were purchased from our vending machine. If we refund him, we will be loosing sales and product cost.