ComplaintsforFive Star Breaktime Solutions
Food Service Management
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Complaint Details
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Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 22 Apr at 5pm, a $20 bill was inserted into Five Star Food Service machine E6 located on the Nuerology floor of the ** ********* ** **********, but the machine did not dispense the product or return the twenty dollar bill. I took pictures of the machine which are date/time stamped and have phone records to prove my calls to the company reporting the theft. When I called the same day, I provided the information to the female representative and was told a refund would be sent. Six weeks later, I called back, on 21 June at 12:30pm, because the refund was never issued. The female rep asked for some time to inquire. A couple hours later she called back to inform me there was no overage and a refund would not be issued although the first call on the day of the incident, I was promised a refund. This company had no intention to return my money and hoped I'd forget about it. Reviews on their websites and previous employee reviews on Indeed dot com highlight the company's deceitful business practices. I want a refund and apology from this company--I refuse to just go away...Business response
06/28/2024
Five Star's management in Aloca, TN which services the vending machine in question has taken action to resolve this issue. It should be noted that during the interaction with Mr. ******* on June 21, Five Star's receptionist was cursed at and hung up on when trying to asisst Mr. ******* with is concern. That type of behavior is not appreciated or condoned by Five Star. We are always happy to assist any customer that has an issue, but prefer to do so in a calm and respectful manner. Our management has attempted to call and has left a voicemail for Mr. ******* to issue an apology for the challenges with our machine at the location. Although our management states the machine in question on the date of issue was not found to be over on cash count, Five Star has issued a money order for the amount Mr. ******* claims he is owed, $20, and mailed it to the address provided in order to satisfy his request for a refund. We believe this should adequately resolve this complaint. We thank Mr. ******* for his patronage.Customer response
06/28/2024
Complaint: ********
I am rejecting this response because: I do not want to close this complaint until the refund is received as I was promised a refund before which never came. I believe the company never intended to send a refund in the first place and hoped I'd just go away and forget.
Sincerely,
**** *******Initial Complaint
12/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
have have lost cash to both soda and snack machine multiple times i currently have a 10 dollar hold on my card for 1 soda from a week agoBusiness response
12/29/2023
Our team reached out to the customer via the phone number provided the day we recieved the message and has not been able to get in touch. We left message with a request for call back to determine whether hold had been released by the customers bank and other concerns with cash were settled. We will continue to monitor this to be sure all has been taken care of in an accurate and fair manner.Initial Complaint
02/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Description: five star food services has a snack vending machine at my place of work. it keeps on taking money. so if you really want to snack you have to use your credit card which they charge $0.15 more for the item. so it you want a snack it forces you to pay more for theitem.. I've called a company's many a times and I have a phone record and they have not fixed the problem. The guy that comes out and fills the slack machine says he don't know what to say. I'm not the only employee that has lost money. you can put a dollar in the machine it'll say make another selection make another selection all the way across all the items. And it won't give you a dollar back if you try to push to return change. This happen to someone every week. I feel the company is not made of a fair effort to fix the machine so we lose money on it both ways. I spoke to a lady today and she said well there isn't up charge for using credit card but all places charge you an upcharge for using credit cards. I told her that the machine won't take money so it forces you to use your credit card and it takes $0.15 from us making us pay more for the item which we could have got with our cash. I feel this is illegal and unethical. several times I was told a supervisor would call me back and they never did.Business response
02/02/2023
Our local Vice President of Operations spoke with ****** on the phone to address his concerns with our service. We have agreed to issue ****** a refund per his request. We have also committed to correcting the mechanical issue with the vending machines's cash acceptance and disbursement mechanisms. We believe we have resolved this complaint to the customer's satisfaction. ****** also has been provided with direct contact information to local management team should a future concern arise.Customer response
02/03/2023
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.
Sincerely,
****** *******Initial Complaint
03/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Five star vending has been stealing from me for nearly 3 years by changing the total for a charge in their machine. I only use my debit card and cashapp cards. I have all the proof going back from the beginning. I have enclosed just a few text messages that alert me when this happens. If I know something will be done about it I will gather all the documents and add up all they have stolen over the past few years. I also have talked to several people that have said the same thing was done in their accounts. They must be stealing a great deal of money from people using their machines. This company should be a countable for plain robbery.Business response
03/22/2022
***Document Attached***
Sticker on vending machine, attached.
See Attachment/File: Sticker_FiveStar.pdfBusiness response
03/22/2022
We take accusations of theft and stealing, especially from our customers, very seriously. It is contrary to our company's core values of integrity and is not something we allow to go on inside our organization.
We lack sufficient details surrounding this complaint to determine the true nature of the refund request. We will be reaching out to the individual to get more details on how we can help.
Some common questions we get that involving vending machine charges and requests are as follows:
1. Account Balance Hold: In many cases when a debit or credit card is used to make a purchase at a vending machine, a balance hold is placed on the customer's account by the bank for an amount typically between $1.50-$5.00 when the card is swiped for a transaction. The hold is released once the transaction is processed and the final charge is only for the items vended. Holds typically take 24-72 to release, depending on the bank and transaction timing.
2. Cash Discount: a less common question we get but one that could be applicable here is the price shown in the machine is the price if the consumer is paying with cash. If payment is made with a credit/debit card, the final price could be higher than the price shown in the machine.
Our vending machines are outfitted with a sticker on the front in a visible location near the credit card reader that includes details about these two questions above as well as contact information on how to reach us should consumers need help or have an issue.
To our knowledge this is the first time we've received communication from this consumer alerting us to an issue. We will do some further investigation to ensuring all practices are being followed and there indeed is no theft or issue with our system changing charges.
Business response
03/22/2022
Working to get more details from the customer on this claim.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.