Complaints

This profile includes complaints for Keurig Green Mountain, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Keurig Green Mountain, Inc. has 10 locations, listed below.

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• 

  Keurig Green Mountain, Inc.

  53 South Ave Burlington, MA 01803-4903

• 

  Keurig Dr Pepper

  7356 Industrial Blvd Allentown, PA 18106

• 

  Keurig, Inc.

  PO Box 1757 Brunswick, GA 31521

• 

  Dr. Pepper Bottling Co.

  103 Industry Way Staunton, VA 24401

• 

  Dr. Pepper Snapple Group

  540 Bridgeport Ave. South Saint Paul, MN 55075

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:08/17/2024

  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.

  In November 2023 we ordered a new K-supreme from Amazon. It was very nice and worked great but at some point the plastic piece that holds the pod holder got too hot and melted down in the front causing the pods not to sit level. This would cause the coffee to splatter all over as the lid would not close down all the way unless you stood there and held it down forcefully. Call Keurig support (Phillipines) July 2024 and get the runaround for days about the picture of the receipt I sent. Had to send multiple copies before they even accepted our VALID warranty claim! ID/Ticket # ************ / SR0007211357 They finally agreed to send out a NEW replacement K-supreme. We receive in 3 days! We had to return our original unit. The replacement came in a giant box sliding all around. Absolutely NOT a new unit (which I'm fine with if it worked right). I go to brew and all buttons are brewing under by 2oz. I call back. They send out another replacement. You KEEP this one she says. 3 days later I plug the 2nd replacement in right beside the first, same fn thing. All the buttons are 2oz under. Can't make a 12oz cup unless we hit 6 then 8. Call back again. Now i'm aggravated.. the girl offers me an upgrade to a K-Elite... "let me check and get back to you". we have limited counter clearance. I call next day. I get guy. He says she was wrong you can't get anything but same model. Next day call back argue and get them to send us a "K-supreme plus". You guessed it! Each button 2oz under. If these are all BRAND NEW coffee makers how are they ALL brewing wrong amounts?They tell you the replacements are BRAND NEW but they are NOT! You will NEVER get a BRAND NEW replacement.We had to send this 3rd unit back on 8/9/24. We are still waiting for our K-Supreme Plus replacement... Try calling the office in **********. You automatically get disconnected as they have the consumer line conveniently set to read all incoming calls as SPAM!Even with a receipt its a nightmare !

  Business Response

  Date: 08/19/2024

  Thank you, we will reach out to the consumer to provide resolution.

  Customer Answer

  Date: 08/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising 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.

  I purchased a six pack of ************** soda from *****'s grocery store for around $6.50 with taxes, crv prices..... This case exploded in the trunk of my car, very angry I contacted this company to report this problem and to retrieve either a refund or replacement compensation..... They took about 2 weeks to respond to my complaint, in which they did so by email. I was asked to submit information off can including upc and other codes, I submitted this and photos of exploded cans; I encountered a customer represent that gave me bad service then lied to me regarding issuing me out a replacement coupon.....this is the reference number SR0007006914 this person's name was *****. I haven't received anything nor a further response from this company, this complaint remains UNRESOLVED!

  Business Response

  Date: 08/14/2024

  Hello, we have left a voicemail for this customer today to address the issue.

  Customer Answer

  Date: 08/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising 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 had a Keurig single shot the descaler light came on and I purchased the descaling kit from ******* and the machine broke during the process. Apperently, the machine tends to overheat during the process and which the company is aware of. I reached out to the company which they advised me that I would need to purchase a new machine. First they offered me 25% when I refused then 50% when I refused that offer it was now 50 % with 2 free boxes of coffee. I refused that offer and request to speak to someone from the corporate office . No one was available

  Business Response

  Date: 08/14/2024

  Hello, our corporate team was able to speak with this customer yesterday, 8/13/24. Unfortunately, their Keurig coffee maker is out of warranty and discount options for purchasing a replacement have been offered to the customer. 

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  this product is known for this product defect  the sensor trips when its being descaled as requested by the manufacturer  I feel like Im being taken  advantage because they know this issue is common and they dont recall it  they just wait for it to break and then make you buy a higher priced replacement 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Nashai

   

   

  Business Response

  Date: 08/15/2024

  We are sorry our customer is unhappy. We have offered solutions and the customer is not satisfied. Thank you

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  as much as these machines cost , it should be more than our customer isnt happy we offered our solution move on I would like my machine replaced  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Nashai

   

   

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising 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 bought a new Keurig and some Kcups. The item arrived and everything was great. Purchased on 6/12/24 received on 6/14/24. That was the end of my process. 7/21 I get an email and text telling me my delivery is on its way. It looks like I had signed up for an auto shipment so it let me go into the account and pause it or cancel it. At first I paused then I read through the site and didnt see why I couldnt cancel it . I didnt see where Id be charged and did not need anymore kcups as I had 4 boxes so I canceled it. Again end of story. Then a few days later I checked my credit card statement and saw a $100 charge. I reached out to keurig chat who said someone would be following up with me for the refund because I was never notified of this charge, I was never given email communication , I was never given a receipt , I didnt authorize the charge. No one ever contacted me. I called 1 1/2 weeks later I had to speak to 4 people because my call was disconnected . They told me again someone would call me , they promised someone would call asap to help because I didnt want to accrue interest on my credit card. No one called , but I got an email saying I can set up an auto renewal for those kcups then they could assist me. They have now stopped responding to me as of 8/8/24.

  Business Response

  Date: 08/13/2024

  We've reached back out to this customer today, 8/13/24, to provide options on how we can assist further. We've left a voicemail on phone number provided and will follow up via email. Options have previously been provided on how we can move forward with a refund. 

  Customer Answer

  Date: 08/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ********************************* mentioned they called me and left a voicemail which is not the first time they have made this claim. i tried adding the email as an attachment but it would not let me upload it, it was a vague email telling me to contact them. I have since sent 3 more emails and they are not responding or providing the original resolution I was told Id be given. I was told Id be refunded for the $100 and still have not.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 08/20/2024

  We apologize,  we did not discuss a refund of $100 with the customer. We have contacted them many times and have not heard back from them with what we are requesting. Thank you

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ********************************* has not called or left any voicemails for me , not one single time in the almost month Ive been trying to resolve this. I was told through chat the first time I contacted that I would be refunded and someone would call me within a couple days or within that week to discuss the refund. Since then I have had to call 4 times and email NUMEROUS times. The company only responds when they want to and still have not issued the refund . They told me the item couldnt be returned so we went forward with using it and now they are saying they will make an exception to return it but its already being used. The company will say one thing then change their mind the next day. All I am asking is for the $100 refund that I was told Id get since I was never notified of the charge, I was never given paperwork for the charge, and I was never even given a receipt for the charge. Again I was told the refund would happen before the interest accrued on my credit card and that hasnt happened so now Ive accrued interest just trying to resolve this . 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 09/09/2024

  Hello. We have left the customer numerous voicemails and emails. We have provided the options we can assist with via voicemail and email. If the customer would like to take us up on one of the options provided, she can reach us back at ************. Thank you

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have not received one phone call or one voicemail from this company . The options offered were to buy additional product, or return it after I used it because they told me I couldnt return it when I asked then changed their mind once I said it was used and said to go ahead and return it. I have since accrued interest on the credit card used and had to pay it to stop accruing interest. I was told Id be refunded $100 and have not. I was told Id be called and I have not. This is the worst experience full of nothing but lies . 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:08/08/2024

  Type:Delivery 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.

  I placed two orders on Keurig.com for K-Cup coffee on August 3rd order #********* and August 4th order #*********. When checking the status of my orders it said they would ship by August 5th. On August 6th checked the status again and found my orders have not been processed or shipped. Called customer service several times about the delay and each time I got a different answer from there is nothing wrong, there is a problem with the payment, and my order got stuck in the system and will not be processed so I should reorder. I told the rep that I am not going to order again because I refuse to pay twice for the coffee and the promotions/coupons I used to place my orders have expired. I got nowhere and asked to speak to a rep in the **, told that was not possible and they would escalate my issue to a US ********** I spoke to the US rep I was told there was nothing wrong with my orders or payment and they were going to email the warehouse asking them to ship. August 7th checked the status of my orders and found that both orders were cancelled. I did not receive and email or any notification about the cancellation. Called again was told the coffee is out of stock, not true checked website it is available to purchase, it does not say out of stock. Asked to speak to a US rep, got nowhere. Called again asked for a manager when speaking to them I asked if I reordered would discount & promotion used on cancelled orders be honored, was told that had to come corporate. Asked to be transferred I was put on hold, he would come back saying he was still trying to connect but the third time he came back say he was still trying I got disconnected when he put me on hold. Not sure why I got disconnected, rep ***** call me back. I was also given an escalation tracking number SR07197402 during one of my many calls told that my issue would be escalated and someone from US customer service will call. I never got a call.They dont tell people their orders are cancelled or try fix it.

  Business Response

  Date: 08/12/2024

  We are sorry to hear our customer experienced a problem. We spoke to them on 8/6 to assist. Thank you

  Customer Answer

  Date: 08/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/07/2024

  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.

  I purchased a keurig on November 3, 2023. In April 2024 it stopped working. I contacted the company on 27 April, and they responded 12 July 2024. Per their request, I contacted the company and was told they would send me a new keurig and I would not need to return the broken one. I just needed to provide the receipt and the serial number. I screen shot the order information off of Amazon and took a picture of the serial number. My first email back stated the receipt was not acceptable so I researched further on Amazon and got a more detailed screen of purchase information and emailed them a screen shot of that. I received a telephone call back telling me they did need me to mail the broken machine back to them. I did that. The last email I had from them was that they regretted to inform me they could not accept my return because no receipt was included. They gave me a number to call. I tried calling and was told they couldnt help me because the decision was made at corporate. I have done all the right things and was still refused a replacement.

  Business Response

  Date: 08/08/2024

  We apologize for the inconvenience. We have handled this complaint on 8/6. Thank you.

  Customer Answer

  Date: 08/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint wiclosed as Answered.]
  The response is no response.  All they say is it was handled on 8/6.  How was it handled? To my favor or theirs?

   

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 08/08/2024

  We apologize for the inconvenience. We have reached out to the customer again. Thank you

• Initial Complaint

  Date:08/02/2024

  Type:Product 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.

  Two months ago I bought a Keurig K-Supreme for $149, $160.44 after tax, at a *********** My friend has the ***** membership. 19Jul24 it prompted for descaling, even though based on the instructions, it was one month early.I only used filtered water, so was puzzled by this, but descaled anyway. I noticed Keurigs in general, as I have had about 4 of them, are prompting more often descaling-maybe to sell more solution. Then on Monday 22Jul24 I tried to use it and noticed a smell like something was burning.It was dead.I contacted support and after some troubleshooting, was promised a replacement. Nothing was stated about paperwork requirements then. I no longer have the receipt. Bank statement was insufficient.I got an email of denial for failure to provide proof of purchase. I gave them the serial number on the first of 3 calls. **************** They should be able to tell by the serial number that this unit is an in-warranty device. They will not work with me. I want a comparable replacement or my money back.

  Business Response

  Date: 08/05/2024

  Thank you, we have reached out to the consumer to provide resolution.

  Customer Answer

  Date: 08/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:07/21/2024

  Type:Sales and Advertising 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 ordered a Keurig Starter Kit with a purchase commitment that I would purchase 8 boxes of coffee by February 2025. Their app allowed me to accidentally cancel this kit without any warning that I would be charged $100 if I canceled the kit. Once I realized what happened (because Keurig tried to charge $100 on my AMEX card), I called and explained the mistake and asked them to re-instate my starter kit. They said they could not reinstate the kit and that I would either have to buy 8 boxes upfront or pay the $100. This is not a satisfactory response to me. I want my starter kit reinstated with the original commitment due date (February2025) or I want the $100 waived. Paying for the 8 boxes upfront is almost the same exact price as paying the $100 fee.During this time, I revoked payment permission allowing them to charge my AMEX card but they have continued to attempt to process payment MULTIPLE times since I revoked permission.

  Business Response

  Date: 07/22/2024

  We are sorry to hear our customer experienced a problem. We reached out tot hem on 7/22 to assist. Thank you.

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  The business solution is for me to pay for 8 boxes of coffee, which are $10.99 for a total of $87.92, which is almost identical to the fee theyre trying to charge me. My original date to fulfill these 8 boxes is February 2025 but they want me to buy all of them upfront.

  I want the $100 fee waived or I want the original date of February 2025 to fulfill the order commitment since I did not intentionally cancel my automated delivery and I have made multiple attempts to have them restore my service.

   

   

  Business Response

  Date: 07/24/2024

  We apologize our customer is not happy with our solution. Please contact us with any further questions.

• Initial Complaint

  Date:07/17/2024

  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.

  Was given a kduo coffee maker for Mothers Day 5/12/2024 stopped working in 7/15/2024 did all the recommended resetting and nothing. Called customer service and I did their basic troubleshooting with them. Obviously defective- however cant process a return because of a receipt? It was a gift from a now ex boyfriend, I dont have the ability to get the receipt nor even know where to go to get one. I explained this and all they could offer me was 50% off and 2 free whatevers but not the **** coffee pot??? Both of those offers would have been the same price I paid for for the coffee pot!!!! Why not just send me the coffee pot??? That doesnt make any sense. It was a defective product in their end, how would it be out of warranty if I provided the serial number? They know their ********************** pots are given as gifts all the time, who gives a receipt for gifts unless its clothes or baby stuff?

  Business Response

  Date: 07/18/2024

  We are sorry our customer experienced a problem. Our warranty requires proof of ownership and receipt of purchase. In order for any claim to be considered, both of these items must be provided and deemed valid. Thank you

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  it was a gift- from a now ex boyfriend. Dont think Ill be getting a gift receipt from him for this item. Its a problem on YOUR part. Its a defective item with YOUR company name on it. It should be replaced by YOUR company even given the serial number. Obviously if I have a serial number for the item its been purchased, correct? I dont understand how have a receipt or not would cause this big of a deal. Obviously if you had the serial number youd see the date of manufacturing correct?

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Cheyanne

   

   

  Business Response

  Date: 07/22/2024

  We appreciate the customer's feedback but this is our warranty policy and a receipt is required in order to move forward. Thank you

• Initial Complaint

  Date:07/17/2024

  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 purchased a Keurig K-Duo machine back in May. This was my second machine in 4 years. The first one had 3 green lights, and the tech advised me that I was out of warranty and couldn't do anything. So I purchased the same one again because it was a great product, but I should have learned my ******* The same thing happened again to this one a month later. I spoke to customer service, and they promised to send me another. All I had to do was send a receipt and a picture of the serial number, which I did. I have not received a response from anyone. I called customer service, and they explained that someone from the corporate team would call me in 1-2 days. It has now been 1-2 months.

  Business Response

  Date: 07/17/2024

  We are sorry to hear our customer experienced a problem. We spoke to the customer several times to let them know their options. Thank you

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They explained that they had called me about my options, but I never received any options from anyone. I would like to know what options are being offered. I was told to wait for a phone call, and I have been waiting for about two months. If the option is a replacement unit, it should have been shipped by now. Otherwise, I can send an email screenshot with multiple follow-ups with no response and multiple phone calls I have made without a single call back with a solution. I would love to know the options being stated so we can move forward.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 07/18/2024

  We are sorry to hear our customer experienced a problem. We left them a voicemail on 7/17. Thank you

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  I listened to every voicemail on my phone back to April and found nothing from you. I honestly don't like the back and forth, so why don't you explain in detail what the options are so we can move on. I would not have reached out here unless we had come to an agreement. Please advise me on what steps to take so we can handle this civilly because it seems like I am getting the runaround here, just like with emails and calls.
  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 08/12/2024

  If you would like to speak with us further please call us at **************. Thank you

  Customer Answer

  Date: 08/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did reach out to the number provided by the individual here. I called on Tuesday and was advised my case was closed with zero solution, I requested to speak to a supervisor which I got a call back 7 hours later and explained to me my case was closed with zero solutions. He advised that someone from corporate will have to reopen my case as they cannot move further do to it be closed. I followed up with a call on Thursday to see if we had any movement, spoke to a representative who explained to me that they can't do anything as I have to wait for corporate to call me and my case was closed. I am confused with the current event that have been going on since May, if the company offers a warranty and does not stand by it who is suppose to honor the warranty. This could have been solved by a simple shipping me a new machine and sending the defective machine back. Even after this, I guarantee we will not have a solution and will be told we called you back on Monday or Tuesday or make up and random date and tell me to call back again. If there is no solution besides telling me to call that is not honoring your warranty. 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 09/09/2024

  We emailed the customer on 8/27 and have not heard back from them. Thank you

  Customer Answer

  Date: 09/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received a shipping label while I was on vacation, and the back-and-forth was taking too long. I went back to the ******* where I purchased the defective Keurig and spoke to a manager. He advised me that this item has had constant issues since they started carrying it. The manager also mentioned that customers rarely get a resolution from **********************, so as a one-time courtesy, he replaced the Keurig for me. He apologized multiple times, understood how frustrating the experience was, and suggested that for my next purchase, I choose something more reliable.

  
  

  All that was needed was an apology and a replacement of the defective product. Thank you, *******, for standing by the customer. This process took so much time and effort, and we still never got a resolution from Keurigjust a bunch of fake calls and promises.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********