Business ProfileforVendEngine, Inc.

This business has a pattern of complaint concerning refund/exchange issues and service issues. Specifically, consumers report having purchased time for visitation and the app failing during the scheduled visit. The consumer did not get to visit and when contacting customer service did not receive a refund or credit. Consumers report the website is not working and they are unable to reach customer service. When consumers do receive a response from the business it seems to come after the BBB complaint is filed. Consumers report "When there is an urgent issue, there is no live person you can reach out to for assistance."

On February 5, 2021, BBB contacted the company to request their voluntary cooperation in eliminating the pattern of complaint. February 8, 2021, the business provided the following actions steps to eliminate the pattern of complaints:

1. VendEngine has hired people specifically to return customer service calls and respond to online tickets.
2. Customer service calls or online tickets are to be responded to within 2 business days unless the customer complaint does not leave a viable method of contact.
3. When customer service representatives come across problems with video visitation they will investigate to see if they can stop that problem from happening again.

This aspect of the Business Profile will be updated once additional information becomes available.