ComplaintsforBunn-O-Matic

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  08/12/2024

  BBB Dispute Resolution Department,

   

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

   

  **** ******

  Customer response

  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

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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

  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 response

  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

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  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

  07/06/2023

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

   

   

  Customer response

  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

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  07/03/2023

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

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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,

  **** *****
  

• Initial Complaint

  10/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Back in July Our Bunn Slushie Machine stopped working our maintaince person told us that the machine needed frion. So we called for a tech from **** ****** ************ and we told them that the bunn machine needed frion, thy said no problem they would send someone to fix the problem. On or about July 29th the tech arrived looked at the machine said it needed frion and that he was not certified to work with frion. I then call thier customer service line and they said they did not have anyone that was certifed to send to repair the machine. I then made sure that we would not be billed for the service as no service was provided and they assured me that we would not be billed. I then noticed on out american express account we were billed for the service. When i called the billing department she would not help me and made it sound like there was nothing she could do for me. This is unreal and they sould not treat customers like this and get away with it. The amount is $244.78

  Business response

  10/25/2022

  We credited the invoice and reached out to the customer to help with the machine.

   

  **** ******

  Customer response

  10/25/2022

   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.

  They never reached out to me as stated but if they ctredited my account that is all i asked for. 

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had these machines since 2019. I’ve had a problem with them from the start. But I always called BUNN and they always fixed it. This year we’ve been having issues with every single machine be it leaking the product, oil, anything you can think of. I have called BUNN dispatch over 4 times now wanting someone to come out. All my machines are down. I opened my work order on May 19th. It is now June 3rd. The machines leak on their own. There is no other word for it. I had to call them when the technician said he would be back because he “fixed” the issue and now none of them work. He’d be back “to fix the rest of it.” I called and asked when he’d be back the lady on the phone said once you approve the invoice. I asked what invoice she said the one sent to you email? And then she said oh wait we don’t have an email for you. I gave her my email appalled because what were they waiting for? I was more patient then because only 1 machine was down. Waited TWO days before I got the email and approved it. They ordered the parts. No one came before Memorial Day weekend. I lost literally fifty percent of my sales and still continue to lose them as the days go by waiting for someone to come with the “part” that has NOTHING to do with the current problem. I called 3 other times to ask for someone to come out even if we have to pay extra and the answer was the same. We cannot help you, we cannot open a new work order, you have to wait for the part. I’m waiting for more than 2 weeks now for someone to come back to my business and fix the machines. The current problems have nothing to do with the missing parts and the person on the phone this time around told me “well the problem won’t be fixed without the part” mam you haven’t even been on site. Gave me the worst attitude and her supervisor said the same. If I could go back I would have never bought these machines. Fix your customer service and your dispatch. There is no reason I’ve waiting this long to fix this small of issue.

  Business response

  06/13/2022

  We have been in communication with Ashley at the site and have let her know that the parts are in route and the technician will be back out to complete the repair as soon as they arrive.  We will follow tracking on these and keep her updated.  

*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. ↩