Complaints

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• Initial Complaint

  Date:09/26/2022

  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.

  Sent 4 Coinco validators in for service. Received back damaged and appear to have had nothing done to them and were charged 398 dollars. Tested and verified that they worked the same before being sent in for recalibration. Called company and talked to head manager and was told there were no instructions included when in fact a repair order was send with these including our name and address in this box (how else would they know who to charge), They never tried to communicate with us other than payment. Manager stated they just cleaned them up and sent back. For 398 dollars? These should have been recalibrated after cleaning but also were told two were too old and needed a different control board. Again, they never contacted us about this so why not calibrate the other two? I feel like they charged us for a service that was not done.

  Business Response

  Date: 10/19/2022

  October 19, 2022

  RE: BBB Complaint ID ********

  Customer Name: R & J Vending, Springfield, MO (VMO566)

  Customer sent in 4 Coinco Mag50 validators on 9/13/22. The serial numbers are as follows:

  ********* (manufactured 2003), missing cashbox, general repairs

  ********* (manufactured 2003), missing cashbox, general repairs

  ********* (manufactured 2004), missing cashbox, general repairs

  ********* (manufactured 2002), missing various parts, general repairs

  All four units were refurbished, calibrated, additional parts added, cleaned, and tested and returned to the customer on Invoice ******, dated 9/19/22. The customer called about a week later and stated that the units did the same thing that they did when he sent them in, he wants them to take $1s and $5s. He said there was a note in with the units telling us to make sure they took the $1s and the $5s. He also said he didn’t think we calibrated the units, nor did he think we sent his same units back to him.

  The customer service rep told the customer that we didn’t see a note but that they are his units and in order to get the units to accept $5s we would need to replace the control board and charge for the board. The customer was very upset so the customer rep told him that she would have her manager call him to discuss in further detail.

  The sales manager got on the phone with a lady and the gentleman was in the background. She explained that he is hard of hearing. She said again about the note being with the units and that he didn’t think we calibrated or sent the same units back. We assured them they were in fact the same units and that we do calibrate but that has nothing to do with the units taking the $5 bills. It was explained to them that we would have to take out the old control board and replace with one that will take both $1s and $5s. We can do this for him. We would have charged him for the boards anyway when the units were in here the first time. We told him we would not charge any additional labor. Customer was not happy with this and wanted the newer boards and a full credit on the invoice. It was explained to him that we couldn’t do this that he would have to pay for the newer boards. The lady apologized for the gentleman, and she said she understood but he said he was going to report us to the BBB.

  The note was found after the fact. It was attached to our profile paperwork and all it stated was the following “4 – Coinco validators for refurbish/calibrate for newer bills.” This was not interpreted to mean to make the machine take $1s and $5s so this information was never passed on to the techs.

  We believe that the resolution we offered the customer - to replace the board to take the $1s and the $5s and only charge for the board – no additional labor was a fair option. As the techs did work on his units, cleaned, replaced missing parts, and calibrated the units.