Complaints

• Initial Complaint

  01/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased two vending machines from Betson Enterprises a ****** Media2 and a Merchant **** *******. The machines were delivered to us in early October 2022. During the three months that we’ve owned these machines, there have been constant problems. We haven’t had fully functioning machines for more than a week at a time. We still don’t have an NFC board for the ******, with no estimate on arrival. The card readers didn’t function properly on the machines for the entire first month. Then the port motor failed on the ******. It took over six weeks to get a replacement part and we were not communicated with during the process. With neither Betson nor ***** being able to provide a local service tech, we had to find our own tech to install the part and paid for the installation ourselves. The machines were finally back fully functional for a few days and now the ****** drink dispenser isn’t working, and the machine is leaking water (pictures attached). We’ve had constant issues with the cash sale mechanisms on both machines not functioning properly. It appears with the water leaking, that the ****** drain is likely blocked, which requires significant technical expertise and time to diagnose and repair. Over the past three months we've worked with both Betson tech support and ***** tech support to get these issues resolved but the machines continue to have problems. We asked multiple times to have an in person tech service the machines and none was provided. I ended up finding a local tech myself at my own time and expense. It is unacceptable to have experienced this volume of issues with these brand-new state-of-the-art machines. After three months of continuous problems, lost revenue, and bad impressions with our client we are finished dealing with these machines and would like to return them for a refund. I've attached sample emails documenting the complaints, pictures, etc. The contacts at Betson refused to issue a refund on 1/10/2023.

  Business response

  03/09/2023

  We’ve had the opportunity to review your complaint and regret that you have been inconvenienced and disappointed with your experience. Betson Enterprises and the manufacturer, *****, take these complaints very seriously, and we will continue to work towards a resolution.  
  
  Both Betson Enterprises and ***** have always offered resources for support and service. As the distributor, Beston Enterprises has invited you for in-person training support at our facility in Orlando, FL and also offers phone tech support Monday-Friday 8AM-7:30PM EST. The manufacturer, *****, has also offered phone and in-person tech support for the issues referenced in your complaint.
  
  We feel we have been very responsive to your questions, concerns, and complaints since October 2022. Regarding the specific NFC boards mentioned in your complaint, we advised that these boards would not be delivered with your machine order.  We have made multiple attempts to reach you regarding the status of the NFC boards, which are currently in stock and available for order.
  
  Betson Enterprises has built a good reputation based on service and dedication to its customers. We appreciate your business and will work hand in hand with ***** to continually provide the support and service needed to help resolve this or any future problems.

   

  We will be adhering by our return and warranty policy that is stated on the back of all our invoices, please see that attached. 

*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. ↩