Complaints

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:02/13/2024

  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.

  I have been charged a monthly fee from January 2023-January ******************************************************** December, 2022. I called both Vendnet (Greenlight) the device service provider, and Cantaloupe, the credit card processor about deactivating the device in December 2022 when I installed a new device. The new device was a forced upgrade from the company, as they old devices would soon be obsolete. They assured me that the old device was deactivated when I installed the new device, and I assumed the continuing charges were the monthly service fee for the new device. I later discovered they are deducting the new higher service fee directly from credit card deposits. They refuse to refund most of the charges claiming that I did not deactivate the device, and that I had to file paperwork to deactivate the device. I was never informed of this deactivation paperwork until I discovered the double charge, and filed a complaint with the company. They did promise to refund me for three month of the the charges from the old device, plus a double billing from January of 2024. They also said that my old device was now deactivated during a customer service call, despite also having been told I could only deactivate the account by filing the proper paperwork. The old credit card processing devices ceased to work entirely in early 2023, so even if I had not properly deactivated the device, the devices would no longer process payments at all, and yet they were still charging a monthly fee for a completely obsolete and inactive device. This practice is at the least deceptive, and at most fraudulent.

  

  Business Response

  Date: 02/29/2024

  Per the terms and conditions set forth in the ****** Services Agreement, Cantaloupe must be notified of suspected errors for amounts owed to Operator within 3 months of the payment for any such error. However, in this case and as a good faith gesture, Cantaloupe will make a one-time exception to this requirement and process a full refund for the disputed amount of $163.54.  This will be processed as an EFT adjustment to the customers Seedlive account called Art ******* **************************.

• Initial Complaint

  Date:09/11/2023

  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.

  I ordered a vending machine on 4.29.22 from *********** and from the time I received my machine one of the coils was non functional. They sent me a tray harness to replace and charged my credit card $48.47. Since the machine is under warranty I would receive a refund after the original part was sent back to them. Switched out the tray harness and it still didn't work. They then sent me another tray harness on two more occasions claiming the ones they sent must have been defective as well. I sent back all tray harnesses however the return was applied to a store credit and never my card. The tray harness was not the issue so they ordered a motherboard replacement on 10/21/22 and charged me $443.80. They scheduled for my machine to be picked up and repaired by Venders Choice. The motherboard piece was sent directly to the repair company Venders Choice for them to install. Venders Choice repaired the machine and said they returned the piece but I have still not received my refund. I also received a invoice from Vendnet stating that I owe them $7.11 and its over 90 days due. I first contacted rep ************************* on 2/13/23 regarding the refunds and then as of most recently contacted ************************* on 7/5/23 and still have gotten no assistance or refund and haven't received a follow up since 7/10/23. In total I am owed back $492.27 in charges back to my credit card and the $7.11 account balance removed and any negative remarks incurred because of it removed as well. Please help. Thank you. ****************

  

  Business Response

  Date: 09/14/2023

  Upon review, **************** was owed additional credits to clear his account and to be applied back to his credit card. He has been contacted via phone and email with an explanation of the specifics for his credits. 

• Initial Complaint

  Date:08/14/2023

  Type:Delivery 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.

  Lack of response for a machine that is not tracking sales. Cannot view sales. Email sent over a week ago and no response. Email sent this morning with still no response.

  

  Business Response

  Date: 08/22/2023

  ******************** was contacted via email in response to his multiple tickets (10 tickets in August and 9 tickets in July).  At this time, his primary issue of firmware on card reader causing transactions to not close was believed to be resolved with the exception of a secondary issue related to failed Revenue within the Greenlite Billing.  The third party provider, **********, is working to resolve the issue and ************ more has been notified as such with an estimated completion date of 08/25.  We are curring waiting on Cantaloupe to issue the funds by 08/25.  In order to do so, ******************** needs to take the steps outlined in the latest correspondence to him.
  

• Initial Complaint

  Date:08/03/2023

  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.

   
  Complaint: 20413497
  
  I am rejecting this response because: attached are emails with the company, in the emails he states that thisbrrsponse is a lie and the phone conversation I had with their representative stating I would be getting a refund was incorrect ****** and after I told them I would be reporting this conversation he then sent a email after buisness hours telling me my account is being closed and and charged and termination fee. I never gave my permission for this or signed a termination form.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/22/2023

  **************** was contacted via email in response to their multiple tickets (10 in August and 9 in July).  At this time, ******************** primary issue of firmware on card reader causing transactions to not close to be resolved with a secondary remaining issue of failed Revenue within the Greenlite Billing system.  Greenlite's third party provider, Cantaloupe, is working to resolve this and the customer has been notified as such.  ********** has provided a resolution date of 08/25 to issue the funds, dependent upon **************** completing the steps required in the latest correspondence to him. 

  

  Business Response

  Date: 09/05/2023

  After meeting with **********, the third-party payment processor, regarding this customer issue, a ********************** representative spoke with **************** last Friday and explained failed revenue in more detail.  It stressed to him that if anything happens with a cashless transaction that results in Cantaloupe not being paid, he (the operator) will not be paid and that is merely the risk the operator takes when choosing to use this service.
  
  **************** agreed to maintain his service with ********** and requested for his cashless card reader turned back on. The Vendnet rep told him his account would be credited 40% of his failed revenue, that he should see that adjustment by the end of next week.
  
  ******************** payout summary from today does show an activation fee of $30.00 from yesterday, which will be refunded to him.
  
  **************** was also advised to cease communication with Cantaloupe going forward and direct anything/everything through Vendnet.

  Customer Answer

  Date: 09/07/2023

   
  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

  Date:08/02/2023

  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.

   
  Complaint: 20411851
  
  I am rejecting this response because:

  Yes the company has been in touch with me but it was just words. Everything they say is "we just forward to information but we have no control". If that is the case then why can I not speak to someone who is in control. I was told I would have to pay more money to upgrade my account so I could adjust my machine settings so I did and still nothing so why am I paying more. I have called ******* I spoke to previously and I have not gotten any sort of reply just left him a message. I am not sure what is going on there but it is extremely disappointing. 

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/03/2023

  We have been in touch with this customer as recently as 08/02 in order to resolve their issues.   The customer had been upgraded to new device and had not seen a deposit.  In speaking with the customer, we explained how deposits work and sent an email to the billing team to adjust billing as he was over billed.  We assisted with the plan change forms and bank change form.  We believe the customer to be satisfied with the outcome.
  

• Initial Complaint

  Date:07/13/2023

  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.

  I have 2 machines who have not been working since May. I am been billed for the credit card service or processing but no deposits have been made since mid May. I have called emaild and been on hold for several hours. Different people tell me different things like the machines are registered with "seed" same part of the company different department. I call seed they tell me it's "Greenlite". I am very frustrated and feel robbed since I am not receiving any deposits but I am still being charged fees and I don't know where my money when. None of my machines are visible in the portal. It's like they disappeared from the system but strangely they still find a way to bill me.

  

  Business Response

  Date: 07/24/2023

  We responded to the customer's ticked on 07/13.  Below is a summary of the issue:  The customer was unaware their Greenlite cashless devices were offline since mid-May due to new EMV requirements.  Customer was contacted via email in response to their ticket on 07/13 and a follow up email was sent 07/24 with the same information.  However, to date customer does not seem to have been completed for new hardware. The customer has been instructed that the hardware is no longer supported and needs to be upgraded.  Therefore, the customer needs to complete the steps outlined to them.

• Initial Complaint

  Date:02/17/2023

  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.

  We purchased a new vending machine in May of 2022model #****. Serial #************ Right away we continued to get coin jams that needed to be cleared several times a day. After months of troubleshooting a new coin mechanism was sent. Since it was a new machine under warranty they were supposed to send someone to install it, however, no one came and I installed it myself. We quickly found that the new coin mechanism did not fix the problem. I have called and emailed multiple times, I was promised a callback, and I never hear anything. I have made appointments with the service tech online but no one calls or shows up. I was told I could fill out a form online to schedule a return but it does not allow me to do that just tells me that someone will contact me, however, no one ever contacts me. I would like a full refund or a machine that works.

  

  Business Response

  Date: 02/20/2023

  We continue to work with ********************** to assist her in resolving the bill jam issues she is experiencing.  *****************, one of our Senior Technical Support team members, spoke with her today (02/20).  She was provided some information on how the bill validator should be mounted and we expect for her to reach back out to us today if she continues to have issues. We will continue to work with ********************** until the issue is fully resolved.

• Initial Complaint

  Date:02/08/2023

  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.

  We cancelled service on credit card readers for our business with Vendnet/Greenlite/Cantaloupe in August of 2022. ******************* didn't cancel the services properly and we were unable to get a response back from *****************. When *** did respond back he "didn't recall" the conversations. I had a paper trail and got things righted...or so I thought. We kept kept getting notices about services even though we had no devices anymore. We kept contacting people at ******* including *********************, the *** of the company and finally got billing issues resolved when **** came back into the picture to resolve the billing issues. We were getting notices weekly for devices that were no longer in our possession and December 19th **** said that everything was corrected. ANOTHER billing email was sent for a device that we don't even know what it is. I tried emailing the group for resolution and have not gotten a reply back from anyone.

  

  Business Response

  Date: 02/14/2023

  This complaint was regarding a Greenlite cashless device ************* that was shipped to ***************************** and never received back.   Confirming the issue has been resolved and the Greenlite cashless device was removed from Mr.  *************************' account.  Credit was issued by Greenlite cashless third-party service provider, Cantaloupe.  We apologize for the error.

• Initial Complaint

  Date:02/06/2023

  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.

    
  Complaint: 19338576
  
  I am rejecting this response because: The card readers are still not working and I'm late on my payments because I need to pay off the machine because most of my sales come from card sales. The company suggest that I buy 5 new rental Greenlite EPORT G11 card readers. Now I have to pay shipping again and pay for shipping again (because my vending machines are in different states). Then on top of that they want me to get rid of the card readers that I own for rental card readers. Which makes no sense to me. All I need them to do is fix the card readers on my machine.
  
  Sincerely,
  
  ***************************enty of times.Also, Ive had payout issues. They gave me $5.00 (they didnt think I was going to do my own numbers) and they shorted me about $10.00. Also, I was putting extra money on one machine so it could get paid off sooner. They took my extra money that was use for one machine and the disburse it through 4 other machines without my consent. Please help. Pictures will be attach:

  

  Business Response

  Date: 02/14/2023

  One of our Greenlite Technical Specialists, *****************, has been assisting ****************** to ensure his Greenlite cashless device is working properly.  There is no resolution on the matter yet, however the issue has been narrowed down to be a defective connection of the Greenlite cashless device to the machine or a defective Greenlite cashless device itself.  We are in the process of replacing the Greenlite cashless device and will continue to work with ****************** until the issue is fully resolved. 

  

  Business Response

  Date: 02/20/2023

  Our Technical Support team members have exchange multiple emails and calls with *******************   During the last communication, the customer was instructed to unplug and replug connection however it did not resolve.  At that time, it was determined that the cashless device needs replaced.  At this time, the issue is still open pending Vendnet sending ****************** a new device and ****************** replacing the old device with the new device on his machine.  Before we can send ****************** the new cashless device, we have requested for him to provide confirmation of his shipping address.
  

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19338576
  
  I am rejecting this response because: I'm still waiting on the new devices. I've been in contact with ***************** but still waiting on resolution to the issue.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/30/2022

  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 am a current customer of ********************** and have received terrible customer service. I have had a service issue for 2 months that has not been resolved despite contacting them by email and attempting to contact them by phone. I know have a machine that is not working at all. I have spent HOURS on hold with no answer, no answer to emails either. I am paying for a service I am not receiving and now I am loosing money daily from a machine that is not working. I had an issue a few months ago and spent OVER 12 hours on hold over the period of a month before the issue was fixed.

  

  Business Response

  Date: 02/14/2023

  The issue for this customer was related to setting up new Greenlite cashless devices and getting them activated on the correct accounts as Ms. ***** has multiple accounts and locations assigned to her organization.  After working with Ms. ****** manager and our third-party cashless service provider, Cantaloupe, we were able to ensure each cashless device was assigned to the customer's correct bank accounts and therefore fully resolve her issue.