ComplaintsforRoaming Hunger

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Roaming Hunger to find food truck options for a company event. There was only one option, so I went with it. Paid full amount of $1983.78 on 9/26/22 (Receipt**********). My management team decided to to cancel, so I contacted Roaming Hunger. It was at this time that they told me that they would only refund 50% of the total, even though it was still 20 days prior to the event. I was never advised upfront what the terms and conditions were for canceling. It was only stated in an email after the payment was made (a link at the bottom of the email). I canceled and was refunded $991.89 on 10/21/22 (Receipt # *********). Since there was no mention of cancelation policies prior to the invoice being paid, I believe that my company, The Eco Plumbers, should be entitled refunded the full amount. My request is to have $991.89 refunded.

  Business response

  11/28/2022

  Business Response /* (1000, 8, 2022/11/14) */ There are a few steps required to be completed prior to a booking. Those are: 1. Select the option(s) you would like to book 2. Click on the link to our terms and conditions 3. Check the box confirming you agree to our terms and conditions 4 Submit payment information and payment to book Our system does not allow you to go into the last step (payment) without completing the first three. One of those is reading through and accepting our terms and in there we have our cancellation policy for private catering events. I have attached sample of what it looks like. File 1 shows the link and check box to our terms and conditions. File 2 shows the portion of our cancellation policy for private catering events.

• Initial Complaint

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid deposit $500 on September 13,2022. Because they said I have to pay deposit first so they can contact me with sellers information. However not even one person come to contact me in 17 days. Excuse me? ?I need full refund of my $500 deposit. The website is totally a scam. My Receipt number is **********

  Business response

  11/16/2022

  Consumer Response /* (2000, 9, 2022/11/16) */ They refund me already. Problem solved.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, On July 7th, I booked a food truck through Roaming Hunger. Roaming Hunger is a third party vendor that connects clients with food trucks. When I booked, I payed Roaming Hunger ******* for the ************** truck to come to my event. The date of the event was July 28th. On Monday, July 25th, ***** cancelled with me due to staffing issues related to COVID. They had attempted to reach out to roaming hunger but never heard from them. I have attempted to reach out to roaming hunger via phone and email but have not heard from them.***** has not received any money from roaming hunger, so I'm not certain where my $380 went. I'd like a refund.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/08/08) */ We received your request for a refund to our accounting team and it has been processed. Should arrive in 7-10 business days from the date it was sent.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  11/13/2021 - Contacted Roaming Hunger about a food trailer I was interested in purchasing. Email auto-reply promised a number of features working through them to purchase a food trailer including a contract and a scheduled sales call. Nothing promised in auto-reply welcome email has happened to date. 11/16/2021 - Called, emailed twice, as no response other than auto-reply had yet been received. Asked what expected response turnaround time was to be. Finally received response that day and advised that 24-72 hours was usual response time. Was told they were getting in contact with the seller in that email as well. Email later that day indicated owner out of town until December 10 and seller would be happy to show it on that date. 12/6/2021 - emailed to request setting up time to view trailer and requested more information about trailer. 12/16/2021 - received reply from Roaming Hunger asking if I was still interested, if they could get viewing scheduled, and requested list of questions I had to send to owner. 12/17/2021 - sent Roaming Hunger list of questions, advised that I was in the area that weekend and wanted to see it asap. 1/5/2022 - received reply from Roaming Hunger asking if I was still interested, that the questions had been sent to the owner, and if I wanted to set up a time to see the trailer. 1/20/2022 - sent email to Roaming Hunger asking if I could get a time set up to see trailer while I was waiting for responses on question list. No further response from Roaming Hunger to date. At no time have I received a sales call, a contract, or any meaningful communication from Roaming Hunger. I should have given up long ago because this has all the features of a scam, but I kept assuming Roaming Hunger was legitimate. The trailer has unique features that fit what I am trying to do, but I won't trust a company that doesn't follow their stated procedures and have spent over 2 months just trying to get a viewing and delaying my business opening.

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/02/17) */ Contact Name and Title: ***** ** *************** Contact Phone: ********** Contact Email: *********************** Hi *****, I did just call you to try and speak with you to discuss your frustration and to provide you with a solution and is the same as whats detailed below. After my apology and explanation and letting you know the owner of the trailer has decided to de-list his listing and he removed his listing. You told me angrily you don't care that right now we have a delayed response time due to Covid that you work in medical field and you proceeded to tell me you already found another trailer and then you hung up on me. I attached a screenshot to show that we briefly spoke and that I attempted to resolve this issue with you. Like I mentioned to you, I'm very sorry you had this experience. It's always important for us to respond to our customers and prospect customers in a timely manner. We acknowledge that we failed you this time by not responding quicker. I did mention to you that we appreciate your patience while we are currently receiving an unprecedented amount of inquires and specifically more the effects of Covid has had on our business and employees that need to take sick leave that has delayed our response time. I would also like to reiterate that we make no guarantees or warranties of availability of any of the listings on the Roaming Hunger Marketplace. We are purely a listing agent and do not own any of the food trucks, trailers or equipment listed on the Roaming Hunger Marketplace and its up to the sellers that listed their listing on our site to update it when they decide to either sell privately or de-list. We send out reminders to op-out but ultimately some do not follow the direction. Like I mentioned to you on the phone. I would love to help you find a food trailer that fits your needs on our Marketplace or walk you through a custom build. If there is anything I can do to help or If I could introduce you to our vendor relations team since you said you already got a trailer, to get you set up as a Roaming Hunger Vendor so you can receive catering opportunities please let me know. TIMELINE OF EVENTS: You contacted us on 11/13/21 which was a Saturday and received an automated email that day with our instructions for our sales process at the time. You responded to that email on 11/14/21 which was a Sunday following the directions. You followed up on 11/16/21 saying you've emailed twice and have not heard back and complained it has been 3 days so far. I also received your voicemail you had left over the weekend. I responded on Tuesday 11/16/2021 to your email and thanked you for reaching out and let you know our business hours (Mon-Fri 9amPST-5pmPST). I let you know our response time can average 24-72hrs if you had not paid the deposit (which you had not) and that right now we are receiving a high volume of inquires so would need to be patient. You replied back on 11/16/21 asking about the deposit trying to pay. I replied to your email on 11/16/21 letting you know the owner was on thanksgiving vacation and would be happy to show it after Dec.10. You replied back on 11/16/21 insisting you would like to see it. I replied back on 1/18/21 reiterating my last email. you replied bacon 11/19/21 saying you will be in touch. You followed up on 12/06/21 To see if there was a time to setup a viewing. I tried to reach the owner and he was still unavailable. I sent a followup email on 12/16/21 apologizing for the late response and asking if they are still interested as this industry moves fast and people find trucks/trailers quickly. I also asked for any questions she has about it and let her know my schedule that on 12/17 I will be OOO for a work holiday party and will get back the following week. You emailed me on 12/17/21 that Friday I was OOO stating you are no longer near the truck and will be headed back on 19th. You were hoping to visit the truck that weekend and that there was plenty of time to schedule? You also sent me your list of questions. I sent your list of questions to the owner to no available answers due to the Christmas holiday break. After Christmas and New Years on 1/5/22 break I did follow up with you to see if you were still interested. I let you know I sent your list of questions to the owner and was still waiting to hear back from him. You replied back my email 15 days later on 1/20/22 saying still interested waiting for time to view truck. I did try to reach out to the owner again to no availability or communication from him. I have attached the copies of our email communication for full transparency. Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***** called as he stated but the "apology" contained only excuses and failure to offer real solutions. My original complaint to the BBB was for RoamingHunger to stop promising what they can't deliver. The first thing ***** told me was that I had "must have followed the old procedure" for signing the contract with them. I filled out the "I'm interested in this trailer" button at least 3 times on different days and was never once directed to a website or emailed a link to sign the contract and pay them. I even asked about it in one of my first emails to ***** and was still not directed to how to do this. If four contacts don't result in the correct procedure, that's not *my* issue, that's RoamingHunger's. To be honest, I'm glad I never signed a contract and paid the $500 because, based on what's happened so far, I'd likely be filing a BBB complaint to get my $500 back. Next I was told that RoamingHunger is just a broker, they don't actually own the trailers. I was fully aware of that fact. However, a broker's one job is to facilitate communication between a buyer and a seller - the failure to communicate is the heart of this issue. I even specifically asked what the communication turnaround time was for replies from RoamingHunger was told 24-72 hours. Emails supplied to BBB indicate this clearly did not happen with any regularity. If you can't get back by 72 hours, then don't promise it. If the owner hasn't gotten back to you with the buyer's questions by that time, then you at least advise the buyer with updates. That's a broker's job. I was given the excuse from ***** that the long reply times were because he "gets 500 emails a day" and "COVID has been tough". Again, RoamingHunger's inability to staff adequately is not my issue, it's theirs. If you can't deliver it, then don't promise it. People home on COVID quarantine can still answer emails, and those were the same flimsy excuses given on a previous BBB complaint from some time ago. I was then told that "the owner of the trailer actually took it off the market and won't be selling through us". Maybe because someone was trying to buy their trailer for 3 months and RoamingHunger couldn't manage to connect them? Yes, I hung up at the end, because I was frustrated by being patronized with excuses and getting mansplained about how brokers work instead of being given a real apology or any real solutions. I have recently purchased a trailer on my own and am no longer in need of their services, but I'm now 3 months behind in my business plans. My mistake for trusting RoamingHunger, I guess. If you can't deliver, then don't promise. That's all I'm asking for. Follow through on what you say will happen (contract to sign, intake phone call to evaluate needs, facilitate communication between buyer/seller), or don't say you will. None of those things happened for me and it wasn't for lack of trying on my part. Business Response /* (4000, 9, 2022/03/11) */ Hi *****, It's clear that we did not give you the service that you needed. You are right that our communication system was broken and we did not respond to your multiple requests in a timely manner. Our goal is to improve and we are using your comments to make sure we do a better job. Our first step has been to overhaul our communication on the front end and create a system where deposits are automatically processed. We are doing our best to set up expectations and reduce the risk of customers such as yourself not getting the service you need. As you said, we are not going to promise what we can't deliver. Again we apologize for our lack of service. It's clear that you tried multiple times to work with us and we understand your frustration. We would feel the same way. We wish you the best with your new trailer and we hope your new business is a success.

*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. ↩