Complaints

This profile includes complaints for Bunn-O-Matic's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bunn-O-Matic

  5020 Ash Grove Dr. Springfield, IL 62711

• 

  Bunn-O-Matic

  1400 Stevenson Drive Springfield, IL 62703

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:03/06/2025

  Type:Product 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 Coffee machine for my mother in early January,2025 Pot was defective leaking from bottom after the third use.Company replaced it with yet another defective model they placed on sale to dupe customers into purchasing manufacturing seconds which should never been sold in the first place. Repeated messages for a return label to get this defective product out of my house and never deal with this terrible company ever again.Customer service claims they have sent return labels and never received any of them.All my mail comes to my home it seems that that what Bunn promised to send a label has never came here because it was never sent in the first place. The first return label came almost immediately. I requested several times to have Bunn have their Shipper ***** pick this product up at my home, and please do the right thing.Team Lead, *** finally got a message on 3/5/25 stating that they tried to send out a label, if it was sent I would have received it.Please,BBB warn other customers about this company.

  Business Response

  Date: 03/06/2025

  BBB,

  We have sent 2 return tags for the second brewer and the customer claims they have not been received.  As a result we are sending a ******* ******* pickup to his home to retrieve the brewer.

  Customer says he has requested a cancellation of payment through ******** *******.  If that does not work we will refund his money.

  We are waiting on his feedback.

  Regards,

  **** ******

  Customer Answer

  Date: 03/09/2025

  Received a call from **** ****** from Bunn now saying,******* ******* can not pick up Coffee Pot without a Shipping label provided by Bunn Company. Amazing enough, ******* ******* came for package because,Bunn Company once again did not inform ******* ******* shipment did not have a return label provided by merchant,Bunn Corporation. I finally thought my Stress with this Company has ceased.On a separate note,My Postmaster at ***** Post Office,****** has been watching for these shipping labels Bunn has been claming to send that seem to never arriving.??? I have all my mail, bills,etc it only seems that what is promised from this company seems to never to get to my location.

  I am completely exhausted dealing with this Company, I even suggested to **** ****** to send return label to my ** *** ** ************* **********, with a signature required showing said proof.

        Please,Please, end this misery for me,             Respectfully,

                  ***** ******

              

  Business Response

  Date: 03/10/2025

  The customer did not speak with me.  He spoke with ***** *****, who agreed to email and send the label via Certified mail. The Customer should already have the email and the Certified mail should arrive in a few days.

  **** ******

• Initial Complaint

  Date:11/04/2024

  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 2022, we purchased a BUNN-O-MATIC Coffee maker. Earlier this year, the coffee maker stopped heating the coffee. We called the business to see if it could be repaired. A technician arrived, but after over 2 hours, he hadn't fixed the machine. He told us there would be no charge because the coffee maker was still in the same state as before he arrived. When we received the invoice last month, we were shocked to find BUNN-O-MATIC had charged us $536.75, for a coffee maker that we paid $401 for, including a $270 travel cost. Had it been disclosed that we'd have to pay close to $300 just to travel to our facility, we would not have bothered. We spoke to ***** ****** at BUNN, but she said that we were never told there'd be no charge. She didn't have an explanation for the unexpected travel costs and she told us we would have to pay the bill in full. At a minimum, we do not believe we should have to pay for travel to our location that was not disclosed ahead of time.

  Business Response

  Date: 11/11/2024

  BBB,

  We have tried to contact ***** ************** 3 times and have not been able to reach her and haven't received a call back.  We have decided to credit the travel portion of the bill ($270).  This will be done today 11/11/24..

  Regards,

   

  **** ******

  Customer Answer

  Date: 11/18/2024

  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.  We will deduct the $270 travel fee and pay the balance of the bill.

   

  Thank you,

  ***** 

• Initial Complaint

  Date:08/09/2024

  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.

  Date purchased Apr 02, 2023 Item Purchased - BUNN GRB Speed Brew Classic 10 Cup Coffee Maker, Black This is the third coffee pot over the last 5 years that has just stopped brewing hot water. I've tried all your troubleshooting guides. Nothing works. The other two lasted around 3 years but this ones dead after 1 year. Just pours out cold water. Honor your warranty.

  Business Response

  Date: 08/12/2024

  BBB Dispute Resolution Department,

   

  We contacted Mr. ***** and have sent a replacement machine to hime.

   

  **** ******

  Customer Answer

  Date: 08/14/2024

  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.

• Initial Complaint

  Date:05/28/2024

  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.

  Nov 04, 2023 - Product shipped to my location from distributor. Warranty from **************************************************** ****** ******* ********** Labor Warranty: Yes Parts Warranty: Yes Electronic Control Boards*: Yes Compressors*: No Ship Date: October 3, 2023 Manufacture Date: September 14, 2023 • Electronic Control Boards have a three-year 'parts and labor' warranty. Intermittent issue with Electronic Control Board was discovered. Control Board was not holding programed settings and defaulting back to factory settings when switching coffee bins. Called BUNN Customer Support at ***** ******** Jan 16, 2024. Service Tech walked through several trouble shooting solutions with no resolution. Service Tech requested Serial Number of equipment to verify warranty. BUNN service Tech dispatched on-site support Jan 18, 2024 to resolve the issue. BUNN Service Tech arrived on-site and resolved issue by switching coffee bins on machine and unplugging unit. May 17th 2023 BUNN Service emailed us an invoice created on 05/16/2023 for calibration services in January - $226.00 . We have explained the issue in detail but BUNN keeps saying the tech calibrated the machine. If the Electronic Control Board needed calibration then it should have been done at the factory. There is no "electronic control board calibration" instructions in the BUNN user or technical manuals. Turning equipment on/off, switching coffee bins, is not a "calibration". We (the owner) reset the unit to factory settings per the owners manual before tech arrived. If the protocol for BUNN to diagnose the issue was shipping it back to their service department we would have done that. We asked BUNN if the service call was covered under the warranty before they dispatched the tech and they said yes. Requested Resolution: We want BUNN to stand behind their parts and labor warranty for the Electronic Control Board as detailed above and cancel the invoice issued to us.

  Business Response

  Date: 05/29/2024

  BBB,

  We have reached out to the customer and plan to refund the cost of the service call.

  Let us know if we can be of further assistance.

  **** ******

  Customer Answer

  Date: 05/30/2024

  Hello!
  
  I'm very appreciative of the response from Mr. ******. It's nice to see complaints escalated to the Exec VP level so quickly!
  
  Since his response on 05/29/24 I'm still waiting for confirmation of what he has said. No further communication has been received.
  
  I'll wait until June 2nd for further information and accept/deny the claim response.

   

  Thank you!

  Customer Answer

  Date: 06/03/2024

  I am rejecting this response because: Response was not followed through. As of 3:30pm the actions mentioned were not completed. I followed up with **** ******, Executive Vice President at Bunn-O-Matic Corporation via private messaging. He had stated that the invoice would be cancelled and that someone from his office would be contacting me today (see attached). I also e-mailed ****** *****, BunnServe Customer Care Supervisor, **** *** ***** *** *********** ** ***** this information and asked for a follow-up. I received a read receipt but still no action. I'm very disappointed in the lack of urgency from the people reporting to **** allowing this to escalate further.
  
  
  

  Business Response

  Date: 06/04/2024

  ****** ***** from BUNN spoke with the customer Monday afternoon June 3rd.  Customer claimed to be happy with the response and we will send a copy of the credit memo to him.

  Customer Answer

  Date: 06/12/2024

  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.
  
  I'm happy to see that complaints are handled in a way that allow customers the opportunity to escalate within the corporation. I will continue to be a loyal Bunn customer and communicate this experience to my peers.
  
  Sincerely,
  ****** *****

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We prepaid for services with this company to fix our slushy machine. He was supposed to come on the 13th of June but never showed up. He then showed up June 14th and explained to us that he had no experience in slushy machines and that he specializes in coffee machines. We explained to him that on the work order it clearly states our slushy machine was not freezing and making a strange noise. He also stated that he was there 2hrs and 10minutes which was totally untrue. This company is a total rip off. I just wish I had read their ****** reviews before giving them my credit card information. I want a full refund because my machine is still broke. They tried to tell me to pay them $980 when a new machine is the same price. They are con artist.

  Business Response

  Date: 07/06/2023

  We contacted ***** ******** and he said his issue had been taken care.

   

   

  Customer Answer

  Date: 07/07/2023

   I am rejecting this response because:
  
  No one has spoken to me about this slushy machine. They clearly know they didn't fix it so how would the problem be solved. I'm sure they talked to the technician that they sent who said he specializes in coffee machines and had no coolant in his van that clearly stated he was from ******** *********. He sat there on Bunn's website and ****** trying to solve the issue. The fact remains he was incapable of fixing it. And they was told on the 15th to that the machine was not fixed. And we would not be paying them $980 So then they charged my credit card over $384. Total Fraud.

• Initial Complaint

  Date:06/08/2023

  Type:Product 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 Bunn 34000.0080 Ultra-2 HP High Performance Black Double 3 Gallon Pourover Slushy / Granita Frozen Drink Machine - 120V #************ - EA on 4/27/21. The first week we received it, the problems began. It stopped working about 4 days after turning it on the first time. Since this occurrence, we have called Bunn and had them come out countless times. I informed them many times that this machine was a lemon and needed to be replaced. Their response was that a tech would need to come out to make sure it wasn't working. The tech basically just kept recharging the unit with coolant so it would work for a few weeks then break again. It was basically the same hamster wheel since then. I finally called to complain and speak to a manager about it because our warranty was about to end. Called and made a case, #********, about how I needed someone to call me so we can get this worked out. No response was ever made. I've called multiple times this week just to get through to anyone regarding a tech and just sat on hold for extremely long period of time, 10 minutes or more, so I would eventually just hang up. I am looking for the machine to be replaced after 2 years of issues. I would also like the recent 2 charges on my credit card for a tech to come out to be reversed. This is a Bunn issue, we should not be compensating you for faulty/poorly constructed product that you sold.

  Business Response

  Date: 07/03/2023

  We have been in communication with the customer and have come to a mutual agreeable resolution.

• Initial Complaint

  Date:04/12/2023

  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.

  I had bought one of their coffee machines in March of 2022, and it was working fine until about the end of August or beginning of September of 2022. I called multiple times and they came out and replaced multiple parts, and all of this was covered under warranty. The machine was still having problems, so they finally agreed to send out a replacement machine. The new machine came in December of 2022, and I paid $394 to have them install it. The new machine had problems, and they came out another 3 times. The problem was that after 3 runs of brewing coffee, the machine would just stop filling up with water. They charged me $294, $294, and $245 for those 3 repairs. I have attached those invoices. It wasn't covered under warranty because they claimed it was a calibration issue. The machine still wasn't working properly, and they told me to just call and schedule an appointment again. Instead, I called another technician that wasn't associated with Bunn. He came out and identified that one of the parts was totally burnt out. I have pictures of those parts. He said if this goes bad, then the water would stop filling after some point. He said usually technicians don't check this part because it gets very hot to touch and it's very hard to get to. He replaced the part and now the coffee machine runs fine. I told Bunn all this, and I have yet to get any response from them. I would like a refund of those amounts since this actually wasn't a calibration issue. It was a problem with their technicians being unable to identify the problem.

  Business Response

  Date: 04/13/2023

  We reviewed the attached complaint and after analysis of the information, decided the root cause of this issue was a misdiagnosis on the part of the Service Technician.

  We have credited all invoices.

  ***** ******

  Customer Answer

  Date: 04/13/2023

   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.

• Initial Complaint

  Date:03/22/2023

  Type:Billing 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 Bunn slushie machine, serial # ********** on July 2021. I purchased an extended 3 year warranty as well. I called BUNN on January 28, 2022 because the machine was leaking everywhere, work order ********. When the tech got here, he explained that I needed to do a maintenance (change seals)on the machine, but explained I shouldn't have to since it was less than 6 months old, a new seal kit cost me. He explained that if he changed the seals it would cost me, so I told him I would change them. I ordered the seal kit, cost me around $75.00, and changed them myself. The machine was still leaking so I called BUNN again, on Feb 9,2022, work order ********* They sent the same tech out and he explained, again, that a maintenance needed done, which I already did. So again, I ordered ANOTHER seal kit and changed them again. My Debit card on file was charged over $400 for the first trip out here. I contacted BUNN and they were very rude to me and said they would not refund my money even though this was a BUNN error, the seals should have lasted way longer than 6 months. I contacted the BBB and they contacted BUNN. I had a supervisor from BUNN call me about the issue and said since I did not received proper training on how to change the seals from ************ that he was refunding my money. He also stated that there were two service calls, but the serve tech company didn't submit one of the invoices timely, so their, BUNN's, policy was that that invoice was written off. Fast forward to Yesterday, March 21, 2023, I get an email stating I have been turned over to their collection department. I called and spoke to a rep with BUNN and she tried and tried to explain to me that the original invoice was written off but I still owed for the second invoice. This is not at all how it was explained to me by that original supervisor. He explained that BUNN was writing off all charges from this situation.

  Business Response

  Date: 03/27/2023

  We reviewed the complaint and although the customer did not buy the 3 year warranty through BUNN, we will credit the $400 invoice.

  We will contact the customer and let them know.

  Regards,

  **** ******

• Initial Complaint

  Date:02/13/2023

  Type:Billing 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.

  Called for service for an item under warranty and was charged over $500 for service, when the unit itself cost $300. I specifically told the representative that I needed to pre-approve any charges, but they charged me anyways. Horrible customer service and unethical business practice. Will never purchase from this company again!

  Business Response

  Date: 02/15/2023

  BBB, The Service Agent had to travel 4.5 hours and this wasn't clearly communicated.

  Based on the customers conversation with our disputes team we have already credited $343.00 leaving a bill for $157.00.   

  Customer Answer

  Date: 02/15/2023

   I am rejecting this response because:
  That is inaccurate. The service representative informed me that he lived local and less than 15 minutes from our office, so he did not travel 4.5 hours. The charge was never authorized in the amount billed and what is really unfortunate is that the "service" that the representative completed, DID NOT fix the issue. The coffee maker is still leaking hot water from the lid and it was just purchased in June 2022.  We will never purchase a product from BUNN and I will share with friends, family, and district colleagues the horrible and unethical service received from this company. 

  Business Response

  Date: 02/15/2023

  We reached out to the customer and agreed to credit the service call and replace the machine.

  We believe this will satisfy the customer's concerns.

   

   

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:
  
  I appreciate **** for reaching out to me personally this morning to address my concerns and assist with correcting this issue. Thank you for your assistance *****

• Initial Complaint

  Date:01/20/2023

  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 was told Bunn was lifetime warranty as does the paperwork my warmer stopped working and I contacted them and they said it was not lifetime and wouldn’t even send a replacement part that is the whole reason I purchased Bunn for that price was because it Carried a lifetime warranty.

  Business Response

  Date: 01/23/2023

  Unfortunately there are websites that provide incorrect information.  BUNN's website, packaging and other materials are clear.  BUNN provides a 3 year warranty for most of its Home Products, including the brewer that ****** ***** purchased.  The brewer that she purchased was manufactured in March of 2017, therefore no longer is under warranty.

  BUNN does offer an exchange program for brewers that are out of warranty.  The new price of the Classic brewer is $129.99.  We offer an out of warranty exchange price of $103.99, plus tax if applicable and free freight.

  If *** ***** would like to take advantage of the exchange program, she can call back to the BUNN Order group.

  Regards,

  **** *****