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:11/15/2024

  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 signed a lease for a vending machine in Oct 2021 for $160. 38 per month and the lease is 48 months long . This vending machine was to be used at a non -profit youth organization. I reached out to both inland financing which is who handles the finance side and to vendnet who handles the tech side of things which both companies are owned by the same group back in June of 2031 letting them know the machine was not working . I have had over a dozen calls and emails with both parts of the companies and no one is helping me get it fixed . **** and ***** both from vendnet say a tech will be calling or they will send me an order request and I never get it . ******* from inland has been nothing but rude and says it doesnt matter if it doesnt work you need to pay it and I have explained that the machine is t working so it doesnt collect money therefore it cant be paid . I have asked for them to do a buy back as well but was told no because again the non profit cant pay for a machine that doesnt work and we have had to get a new one . ******* from inland said the only option is to get a repo on my personal credit for 7 years which does not seem fair as I have tried numerous times to get it fixed and resolve this situation .

  

  Business Response

  Date: 11/21/2024

  ******* has been attempting to arrange a technician to service this customer's vending machine. We had a phone call with her on the November 12th. There was a quote for a service technician sent to her the next day on the 13th. There were follow up attempts made via email and phone on the 15th. Another follow up quote was sent to her on the 19th with no response until the 20th. When she did reply she stated that she does not want to pay for a technician. The machine is three years old so it is more than a year outside of her two year warranty. The warranty expired in October of 2023. 

• Initial Complaint

  Date:12/19/2023

  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.

  This vendor has machines located at *********************************************************************************. They are stealing money from my checking account. Each item in the vending machine comes up as $2.60 in the vending machine.However, on December 18, Monday, a long list of duplicate transaction charges at $5.00 per item appeared in my checking account. Issues:There were no $5.00 items in the vending machine and it appears as though there is a long list of them on my account for the date of December 18, 2023, Monday.I made 4 purchases using my *** debit card for $2.60 per item on December 18, 2023, Monday. The vending machine has instead charged me $5.00 per item about 11 times on December 18, 2023, Monday. The vending machine owes me $60.00 for December 18, 2023 Monday at the location of *********************************************************************************. The inside of one of the machines has a note indicating: Wittern, **********, **, ***, (serial number: ************* MODEL ****, *********, 12A. 1PH. This machine is located at:. ***************************************************************************

  

  Business Response

  Date: 01/02/2024

  ********, I am sorry to hear about the issues you are experiencing with this vending machine.  While The Wittern Group is the manufacturer of the machine, the machine was purchased and is operated by a vendor operator, not our company.  You will need to contact the vendor operator directly in order to request the refund.  Typically, operators have their contact information located somewhere on the machine.  Best, *****************************

• Initial Complaint

  Date:10/11/2023

  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.

  The entire process has been of working with the Wittern group has been extremely unprofessional. I paid a hefty price tag for a vending machine through TWG. They didnt fulfill any of their promises such as on time delivery, white glove delivery, they also sold me a broken machine. They came back and picked the machine up and have been holding it for a month. They have not terminated our financing agreement as well as my down payment. Also they continue to try to bill me. The ** of sales ******************* namely is the reason for this. He has ignored all of my calls and wont return any emails or voicemails. He has total control over my $5,700 I spent and wont return my money to me even though the product was faulty.

  

  Business Response

  Date: 10/16/2023

  Confirming that our finance group has credited ****************** for the machine that was returned. We believe for this matter to be resolved.

• Initial Complaint

  Date:03/07/2023

  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.

  Purchased vending machine with this company. Company has horrible customer support. They dont respond to emails or voice messages. This company says they are industry leader. I ordered a vending machine that came 6 months late. It was delivered with the wrong manual. Contacted support and they again sent wrong manual. Have been trying to reach them again and it has been days. No response. Its like this company is outside of the country in a developing country. This company should be embarrassed by their support. They are not industry leaders.

  

  Business Response

  Date: 03/15/2023

  The customer's machine arrived with wrong manual (Flex) and the customer submitted a ticket to Vendnet.  Vendnet mistakenly sent the wrong manual (Flex) to the customer.  The customer then sent photos and Vendnet was able to identify the control board as the GVC2 model.  Vendnet then sent the customer the GVC2 programming manual and assisted with answering questions for the customer and set-up.  We believe the original issue has been resolved and the only open issue is that the customer would like to upgrade the coin mech to use custom carwash tokens.
  

  Customer Answer

  Date: 03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   That being said, it would be nice if they send me the correct manual to the mailing address they have on file (my home address in ******, **).  Also, they need to know that part of the complaint was how difficult it was to reach them to get the correct manual.  Their customer service needs major improvements. 
  
  Sincerely,
  
  Islam Shahin

• Initial Complaint

  Date:12/12/2022

  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.

  Extreme lack of correspondence. Have left several voicemails, emails, and have waited on the phone for over an hour several times. It is very frustrating to run a business through them and receive no support even though they have no problem charging me per month to use their services. I don't feel I should have to wait for a reply of any sort for hours or days. Bad business.

  

  Business Response

  Date: 01/04/2023

  Vendnet reached out to this customer three times before getting a customer response. The customer stated that they had experienced many issues in regards to an upgrade on one of their products. They mentioned one unresolved part of the upgrade. We have reached out to the customer three more times via phone to ask about the unresolved issue, but we have not been able to connect with the customer. We have left voice messages to let them know the best ways to get ahold of us if the problem is unresolved or if they experience any future problems.

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18552716
  
  I am rejecting this response because:

  I spoke to the wittern group a couple times on the phone and they could not fix the issue.  They said they would call me back with a resolution and I've yet to hear from them.  Also sent an email in hopes of getting a response.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/20/2023

  We worked with ******************** to replace the Greenlite cashless device hardware and after the device was replaced, ******************** confirmed the issue had been resolved.  This occurred on 02/02/2023.  The issue was determined to be a poor DEX Connection.
  
  

  Customer Answer

  Date: 02/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  After we were able to get the machine operational again, I sent out an email with a question that was never answered.  This was one 2-3-2023.  This was my question "Changed cords from another functioning machine.  Both appear to be DEXing.  My question is did I need to purchase a new circuit board?".  Happy that the machine is functioning properly, frustrated that there is still a lack of response.
  

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/29/2022

  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.

  From the start of being involved with this company I have received nothing but false hope. I was told that I would receive all 3 of my machines by April 1, 2022. Understanding that COVID had a lot to do with the slow production, I finally received my first snack machine on April 6, 2022. I had nothing but high hopes moving forward with the company but this hopeless optimism soon faded after the arrival of my second machine on April 19, 2022. This was because the movers who had been sent to place my drink machine told me that they were not able to place the machine in its designated area because it was "too heavy." I was completely taken aback by this statement because when I paid my down payment I had been assured that machine delivery and placement were included in the price. So, finally after hours of back and forth with the movers and the moving company I was able to place the machine at a secondary location. Upon filling the machine I was baffled to find out that the machines are pre manufactured to only fit 20 oz bottles and 12 oz cans. No one informed me that the machines came manufactured that way. Not knowing this vital piece of information I blindly went to my local ******* and ***'s Club for my purchases where on a wholesaling level you can only get **** oz bottles and 10 oz cans. Because of the different size bottles and cans I had difficulty placing them in the machine. Alas my final drink machine arrived on May 5th. There was adequate help with placement but, machine was also manufactured for 20 oz bottles and 12 oz cans. Since receiving the last machine I have had extreme difficulty with the drink machines working properly and almost every other week there is either a technical issue with the machine or a mechanical issue due to the fact I was not told to buy the proper equipment for the machine to perform its best. After several service calls and appointments, I am always informed that the problem is fixed but, there is always another problem.

  

  Business Response

  Date: 06/30/2022

  ****, I apologize for the level of service you received and the challenges you experienced with your cold drink machine. In reviewing our records, I see you have had numerous correspondences with ***********************, your sales representative.  It appears your last contact was with *******, our service department, was on June 14th and our records indicate the firmware issue was resolved at that time.  
  
  I also see your order for 12 and **** oz adaptors and our systems show that this order was shipped yesterday (June 29).  You should have received the shipping confirmation via email, as well as a call from your sales representative.
  
  If you still need assistance, please book an appointment with our Technical Support team here https://*******.*******.com/.This is a way that you can set up a time that is convenient for you to be at your machine and we can reach out to you without you having to wait on hold.Please make sure you have your serial number available so we can better assist you.
  
  I sincerely apologize for your frustrating experience.  We very much appreciate your business and look forward to the opportunity serve you in the future.
  
  Sincerely,
  ***********************
  Sales Manager, ***********

  Customer Answer

  Date: 07/01/2022

   
  Complaint: 17496032
  
  I am rejecting this response because:
  The customer service that has been showed to me has been awful since the beginning. I have been trying to call the Vice President of the company for over a month and getting absolutely no response. That is what ****, my sales representative told me to do in response to the difficulties I have experienced with my machines. The fillers were only sent after 4 weeks of me complaining and trying to reach the Vice President for an explanation in regards to why I wasnt told vital information to operate the machines properly. This is gross mistreatment to a paying customer. I want to get out of my contract with this company and want to have absolutely nothing to do with the Wittern Group any further. It is with a heavy heart that this is what the treatment has made me decide to do. Having to report this to the Better Business Bureau is something I never wanted to do but it was only way to get a response which directly shows the poor integrity of the company and those who are in powerful positions. I would never recommend this company to anyone. 
  Sincerely,
  
  ***********************