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:09/08/2022

  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.

  Purchased a used vending machine. \We have had issues from the first day. We have made several attempts to get a hold of the owner to have machine serviced. She is unresponsive we have called with no answer we have emailed several times with no response or she says she will get right back to us and never makes contact.

  Business Response

  Date: 10/14/2022

  Dear ****,

  
  

  Thank you for your response. I've been trying to get this urgent matter resolved with you since 9/23/22.

  I am sorry to take time out of your busy schedule, but this matter is very serious (to K & K Vending).

  On 9/22/22, I was contacted by the Better Business Bureau in response to a complaint filed by your "HR Manager" ****** ********. Apparently,  she contacted them on 9/8/22 to complain about how disappointed she was with our service and the product (meaning the vending machine).

  She filed a complaint without contacting us first to resolve the issue.

  
  

  We immediately came out to see what the issue was and quickly resolved it.

  The issue was that 8.4 oz Red Bull is being vended in the machine and that machine is not capable of consistently or accurately Vending 8.4 oz.

  That machine is capable of Vending

   12 oz, 16 oz, 20 oz, and 24 oz. The 8.4 oz can diameter is too small and therefore gets jammed in the machine after several vends. This was discussed upon initial set up of the machine at delivery and we have been out three additional times for the same issue.  This is operator error, not mechanical error.

  
  

  We have responded to every call or email received by ****** or *******. 

  I have the email trails to prove it.

  
  

  In ******'s complaint,  she was upset that we didn't not reach out to her to see how the machine was working.

  
  

  Although, I'd love to have time to call on all my customers, the reality is that we have over 700 customers and I simply don't have time to call everyone to see how the machines are functioning. 

  I rely on the customer to contact me.

  I will always respond to calls, texts, or  Emails, just as I have to ****** and *******'s requests. 

  
  

  ******* has *****'s personal cell phone number and permission to call or text him anytime for troubleshooting or service request. 

  He is truly a pleasure to deal with.

  
  

  We have been in business since 1992 and this is the first complaint we have ever received. It is a false and erroneous complaint and is truly a waste of everybody's time.

  It could have easily been avoided with a simple call or email to me.

  
  

  I'm asking for ****** ******** to remove the complaint filed with BBB as she should have contacted us before contacting BBB. She never gave us a chance to make the issue right.

  
  

  We have been to ******** a handful of times since February 25, 2022 to correct operator errors, not mechanical errors.

  We have never charged ******** once although these calls are clearly not warranty issues.

  The last call was last week due to the machine running out of change. 

  
  

  The only time the machine has had a legitimate issue was the first call when the bill acceptor was not programmed to take two dollar bills for a single purchase. We quickly came out and reprogrammed it.

  
  

  ****** stated the machine wasn't giving customers change. 

  Although the machine tested without fail for us, we changed the coin mechanism out under warranty...no charge because we don't want our customers to have issues.

  
  

  Miss ******** is wrong in her actions and all we ask is for her to remove her false complaint, although an apology would be much appreciated for all the trouble she has tried to cause us.

  
  

  Moving forward,  it is requested that ****** ******** does not contact us.

  We are very happy to work with *******. 

  
  

  I'm sorry to have to involve you, but if my employee made this type of vindictive effort to slander an honest, dependable, reliable company, I'd sure want to know about it.

  
  

  I appreciate your time **** and await ******'s decision to remove the false and erroneous complaint filed.

  
  

  I will gladly forward you the original complaint she filed with BBB.

  
  

  Sincerely,

  
  

  ******** ********

  K & K Vending and Distributing, Inc 

  ###-###-####

  
  

  Customer Answer

  Date: 10/14/2022

   I am rejecting this response because:
  
  

  From: **** *** <****@************.com>
  Date: Wed, Oct 12, 2022 at 7:43 PM
  Subject: Re: FW: Complaint filed
  To: K & K Vending <***********@gmail.com>

   Below is what the Vice President of our company sent to ********.  We have yet received a response from her.

  
  

  
  

  Good evening ********,

  
  Thank you for the e-mail response.  I apologize for the late response, I am out of state travelling for business and just now had time to sit down.

   

  I am aware of the can issue and ******* & ****** have communicated to me that this is a non-issue as they understand the sizing issues.  I have confirmed that both their concerns, and mine, are the lack of communication and/or availability of service.  There have been many other issues with the reconditioned machines you provided that were specifically not "operator errors" as you called them.  Again, I want to be clear, - we are not concerned about the Red Bull can jams, ******* has said that once ***** came by, after being sick for four or more weeks, he trained ******* on how to clear the jam.  ******* also asked you via e-mail if ***** could call and walk him through fixing a couple of simple items so that he could do it himself, but you insisted ***** come out and do it himself to show *******.

   

  I have several e-mail chains now from both ******* and ****** that show no response for weeks, almost months, from you in scheduling ***** to be on site.  ******* also didn't receive *****' phone number until two weeks ago, from what I was told.  I've taken your written account into consideration along with *******'s and ******'s.  Your account seems to be lacking many specific details that are laid out in written e-mail exchanges between you, ******* and ******.

   

  It's my understanding, per ******* and ******, that the BBB complaint was made due to lack of communication which is apparent.  I have reviewed the BBB complaint and there is no mention of her being "upset that we didn't not reach out to her to see how the machine was working", rather she just states that issues were present, service was requested but no response was received.  *******, ****** or myself do not expect you to reach out to us in order to check on the status of the machines, however I do expect you to respond within a few days time and give ******* and ****** continuous updates if scheduled service visits need to be pushed due to extenuating circumstances.  If I don't communicate with my customers, they get upset with me too.

   

  ****** filed the BBB complaint because she had no response from you in over two weeks.  This was a last resort for her as she had previously told you she would need to leave a negative review on 4/5/2022 due to her experience.  On 4/27/2022, ****** handed the account management for K&K Vending over to *******.  Again, ******* reached out to you and requested support, but wasn't asking ***** to come on site - merely a phone conversation to assist in some questions he had so he could maintain the machines himself, which would be a benefit to you guys rather than having to show up yourselves.  You insisted on ***** coming, but he never did.  ******* waited nearly a week and requested an update with no response.

   

  ***** eventually did come out and spoke with *******, provided his cell number to ******* and overall took care of a lot of things.  Both ******* and ****** said ***** was great.  I believe the solution here is to allow ******* and ***** to deal directly with each other.  ****** is voluntarily stepping out from dealing directly with anyone from K&K Vending, ******* will become your main contact for PTI.  I would request that you remove yourself as well from contact with PTI and let ***** be our primary contact for K&K Vending.  I think this is a way we can move forward from this issue.

   

  Due to the way BBB operates, ****** cannot remove the complaint; I inquired if we could.  Once a complaint is made, BBB reaches out to the business in question and requests an update as to whether or not the complaint can be resolved.  If you respond to BBB that the complaint has been resolved, I think you'll be just fine and there should be no negative mark on your profile.

   

  If you have any other questions, please don't hesitate to reach out to me.  You now have my e-mail and my cell phone number to reach me directly.

   

  Thank you ********,

  
  

  Business Response

  Date: 10/24/2022

  Below is the response sent to ****'s 10/12/22 email.

  
  

  All this back and forth is a waste of everybody's time.

  
  

  The issues with the vending machine ARE RESOLVED.

  
  

  The last visit approximately two weeks ago was because ******** didn't have adequate supply of change in the coin mechanism which disabled the bill acceptor from taking dollars. 

  
  

  Once again, we fixed the operator error and did not charge ******** for this non warranty issue. All issues have been user/operator error

  We continue coming out and fixing the errors and we haven't charged ******** at all for these non warranty issues.

  
  

  Unfortunately,  you can't please everyone despite bending over backwards, going above and beyond the call of duty. 

  
  

  We have been in business since 1992 with an A+ rating with BBB.

  
  

  We have thousands of long term customers that couldn't be happier with our service, It's too bad that two of Packline's workers don't appreciate our service, although neither of them deal with the vending machine and have reported false and erroneous claims against our company. 

  
  

  The gentleman that does deal with the machine is wonderful. He appreciates our service and we appreciate working with him.

  
  

  This is my last response to this ridiculous claim. 

  
  

  THE ISSUE HAS BEEN RESOLVED.

  
  

  Please include the previous response to **** as well as this email. 

  
  

  
  

  ******** ********

  K & K Vending and Distributing, Inc 

  ###-###-####

  
  

  
  

  -------- Original message --------

  From: K & K Vending <***********@gmail.com>

  Date: 10/17/22 1:23 PM (GMT-08:00)

  To: ****@************.com

  Subject: RE: FW: Complaint filed

  
  

  Good afternoon ****,

  
  

  My response to BBB is accurate and I stand by it whole heartedly. 

  BBB asked me for a response...that was and is my response. I did not copy and paste...I forwardYou don't have to agree and it sure wasn't meant to offend you. 

  
  

  I have no problem with ****** or ******* contacting me for service but that's your call. 

  
  

  I have no reason to contact them.

  
  

  If service is needed someone will need to call ###-###-#### which is our main line or email us.

  ***** does not take scheduling calls or  requests on his cell phone as he's busy doing service work and that phone is for him to call out, not for customers to call him. He never gives his cell  number to customers but as a courtesy, he gave it to ******* in case he needed tech support or had a quick question. 

  
  

  We too are committed to a great, long lasting business relationship with our customers.  That's why we've been around since 1992 with no previous customer complaints. 

  
  

  Sincerely, 

  
  

  ******** ********

  K & K Vending and Distributing, Inc 

  ###-###-####