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:05/28/2025

  Type:Service or Repair 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 purchase a seaga Change machine CM1250-2 on May 6th 2025 from ***************** When it arrived the produc wasnt damaged. I went to turn on the machine and the display screen didnt, work or has a small back light. I reached out to ***************** and they said that seaga would reach out to me, I waited 4 days, never heard from seaga, so i reached out to **************** again and they gave me seaga's number. I called them, and had to leave a msg, I didnt hear back from them for 2 business days, i reached out again, and left another voicemail. Finally the next day someone called me at 4:45pm Central time. I told me that the display harness came lose during shipping and i needed to reset that. I did, and still nothing I called and left a msg and also emailed them pictures of the machine and display. When they called me the next day at 4:45pm central time, they seemed liked they havnt looked at my pictures or even cared to help. Then they said i needed to open the silver control board cover and there is a brightness k*** and i needed to against it. There isnt any k**** Then the next day I called and left a msg and emailed. It has been six days, and no email or phone call. I want a control board or screen or a whole new machine. This was a ******** machine That i havnt been able to use. If they dont overnight be the right parts to get this wokring, when it wasnt my fault, I want all my money back, and I will never buy a seage product again.

  Business Response

  Date: 06/16/2025

  We appreciate the opportunity to respond to this topic. Our customer purchased this product through our Channel Partner. We engaged directly when our Channel Partner and customer contacted us to help determine the root cause of why the product was not performing as expected. Coordination of multiple participants (including component manufactures) and information gathering, necessary to determine the root-cause delayed some communications. This process took longer than planned and now have alignment on our next steps with our customer. By the time this message is posted, we will have shipping a replacement board (we believe may have been damaged in shipping) resolving the issue. We are also prepared to send a complete new unit (if required), satisfying our customers need. This topic has also been elevated to our Quality and *************************** for review.

  We stand bye the quality and performance of our product - even if damaged during transportation. We appreciate the opportunity to share this additional insight and perspective. Our focus is on delighting our customer and enabling them to achieve their objectives.

  
  

• Initial Complaint

  Date:03/20/2025

  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.

  Subject: Urgent Assistance Needed - Bad Business Practice with Seaga ***************. I am writing to request your assistance in addressing a serious issue with Seaga *************** regarding a faulty circuit board and extremely poor customer service. I am ****** ******, manager of **********, and have been attempting to resolve this problem for several weeks with no ********** company sent a circuit board (RA# ******) to Seaga for reprogramming on approximately January 15th. Since then, we have experienced significant delays, broken promises, and a complete lack of communication. Despite repeated contact with Seaga representatives (**** ****, **** ********, and ****** ******), our vending machine remains inoperable, causing substantial financial losses.Attached are several emails detailing the timeline of events and attempts to resolve this issue. The crux of the problem is thatSeaga received our board, their "reprogramming" rendered the board unusable, and they have failed to provide a replacement in a timely manner. Despite promises of swift resolution, these promises have repeatedly been broken with excuses like software revision requirements and unspecified delays.This situation demonstrates a clear lack of professionalism and responsibility on the part of Seaga ***************. We believe this constitutes a serious case of bad business practice and warrants further investigation. We hope you will help us bring this matter to light and potentially assist in getting a prompt resolution for the necessary repair or replacement.We look forward to hearing from you soon.Sincerely,

  Business Response

  Date: 04/03/2025

  Thank you for the opportunity to provide the BBB with additional insight into this situation. We are pleased to inform you that our customer has confirmed that the reprogrammed board works well with their new credit card reader!

  Background Information:
  The OD24 model, purchased by a different organization in 2015, did not initially support credit card readers and offered four keypad options. Production ended in late 2016, and the model was redesigned to meet evolving market needs. ********** contacted our Customer Tech Support Team to add a credit card reader, requiring significant reprogramming of the existing PCB. The original OD24 ******** was sent back to Seaga Manufacturing for reprogramming and received the latest software version. However, the customer's keypad was incompatible with the new software.Our Service and Engineering teams collaborated to find a solution, reviewing all options and configurations. After thorough testing, we developed a compatible solution for **********'s machine. We appreciate the opportunity to upgrade their OD24 model and extend its productivity.

  
  In Summary:
  We successfully reprogrammed the OD24 ******** to support the credit card reader, overcoming compatibility issues with the customer's keypad. This upgrade has extended the productivity of **********'s machine, demonstrating our commitment to meeting customer needs and adapting to technological advancements. Thank you for the opportunity to share this information with you and help our customer achieve their objective.

   

  
  

  Customer Answer

  Date: 04/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we have a message for Seaga.
  

  
  To Whom It May Concern @ Seaga,
  
  Thank you for your response and for the replacement board. We confirm that the reprogrammed board is now working correctly with the new credit card reader.
  
  However, while we appreciate the eventual resolution, we remain deeply concerned about the significant delays and lack of communication experienced throughout this process. The timeline detailed in the previous emails clearly illustrates a breakdown in customer service and communication protocols.  The significant delay in resolving this issue caused considerable disruption to our business, resulting in substantial financial losses.
  
  Your explanation highlights the complexities involved in adapting older equipment to newer technology. While this is understandable, it underscores the need for clearer communication regarding potential compatibility issues and expected timelines upfront.  The multiple weeks of uncertainty, broken promises, and the need to escalate the issue to multiple levels within your organization were entirely unacceptable.  
  
  We urge Seaga to review its customer service procedures and improve communication practices to avoid similar situations with other clients  Proactive communication regarding potential issues and realistic timelines should be a priority to prevent this kind of customer experience repetition.
  
  While this particular issue is resolved, the experience has left a lasting negative impression, prompting us to seriously reconsider future partnerships with Seaga.  We hope this feedback will be taken constructively and used to improve future customer service interactions.
  
  Sincerely,
  
  ****** ******