ComplaintsforHealthyYOU Vending

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased three machines and an entre unit from this company about a year and a half ago. I spent roughly $37,000 to get this business off the ground and went to the training and was told a lot of things that they didnt deliver.I was told that I would have support when I needed, and that I would be able to run this business on the side while I worked a regular job. I have had several problems with the machines. They are poorly made and were broken upon delivery and continue to break. I still have not placed the third one and that one is not making money and just sits there. I have called the coaching department and Sega several times. every time I have a problem I either need to wait in line or leave a message and then they call me back when they can. I was told I would get support when I was at the machine. I load the machines in the evenings or the weekends when they are not available and they refuse to make an appointment with me or answer questions if Im not at the machine. I have emailed them and have been told that I need to be by the machine to troubleshoot. When I call after taking off of work , they dont answer and then I have to wait in the queue and sit by the machines. When I get a hold of them they are rude and dont fix the problem or I am not at my machine.I had problems with the trucking company, delivering and moving the machines. They didnt show up when they said they were going to and they didnt deliver when they said after I took the day off work to be there.I have also had trouble with the software company. I call and leave a message and dont get a call back or I send an email and dont get an email message back and then I have to email the coaching department and include them and call and complain. They never provide solutions when I call or when I have a problem and they dont do it immediately. They say they will be available, but theyre not. I want my money back. I have several emails I can provide as proof.

  

  Business response

  01/13/2023

  Thank you for providing us with this information.  We are not exactly sure what to do about this situation as we are confused by many of the claims from this business owner. 

  The machines were not damaged upon delivery and we show no record of any machine problems.  However, there have been many calls and emails by this owner to both our coaching department as well as to technical support at the manufacturer regarding how to properly operate the machine.
  

  All locations for this owner were provided almost 2 years ago.  HealthyYOU Vending offered an additional location in November 2021 and this owner replied via email that she was declining that location offer because she didnt have any machines available. 
  

  She is frustrated because she wants to talk to our manufacturers technical support outside of their regular business hours.  But since she is not having machine problems but rather needs additional training on how to operate the machine we have encouraged her to meet with us. While most of our business owners are found outside of **** this particular operator is local and could visit our office with a short 30-minute drive. We have encouraged her to come to the office for additional assistance, but she has declined to do so. 
  
  We are at a loss to know how to assist her.  In her complaint she is unhappy with our coaching team, the manufacturers technical support personnel, the trucking company as well as the software provider. Locations have complained about their relationship with her and at this time our manufacturer will only work with her via email due to her use of very disparaging language and name calling. This is a first in our 23 years in business.  We have provided all products and services and will continue to support her as best as we can.  We highly encourage her to come to our office for additional training.

  Customer response

  03/15/2023

   
  Complaint: 18703403
  
  I am rejecting this response because:

  I have not been offered to be able to visit the site to go in to talk to them. I have not been told about any language problems, nor have I been told about any problems with my relationships with my locations. I have not used foul language at any of my locations or interacted poorly with anybody at the location. I have been treated very poorly by **** at Sega, and I am not responded to in a quick manner. I have called several times and I have emailed several times during business hours and I have waited for responses. I have continually called and called again. I have one machine that has been out for four weeks. I have bought two replacement parts and Ive been told they are on back order and have been told that one guy is on vacation. I have not been notified in writing of any relationship problems and have had several several several problems with this business getting back to me in a timely manner. Initially when I called *********************, he sometimes calls me back and he sometimes doesnt. This is the software guy. I have called Sega several times and Ive been told that the guy is on vacation and that they do not know what to do about fixing the machine. I have email chains asking time and time again to please help me with the machines.  I feel like I was ripped off. If I use the word s*** I am warranted. I shouldnt be treated like c*** and continually have to call and call and call. Of course Im frustrated. This is my life savings and I was told that I would have support and I was  Under the impression that these machines actually worked. *** only had them for two years and I have tried to place them for one year because of Covid. I have had several problems with them and I have had to call in several times and it is not because I need more education it was because I was offered a support group and that is what Healthy You is .a support for running my business. They have been a poor support and have not responded to me in a timely manner. Again, I have one machine that has been down for four weeks. They still will not return my messages or tell me what is wrong with it. I was told they dont know how to fix it. I have talked to the manufacturer, and I have been very nice and I have talked to Healthy you and I have been very nice. Again, they took my life savings and had a presentation and said that this would be easy and made a lot of promises that they have not delivered on. I dont deserve to be treated like c*** when I called and have a problem and have had to wait several hours upon several days for responses to my problem. Again, this is my life savings and its going down the drain because they are not following through on their promises. I have the right to be angry. I have not been disrespectful to anybody, and I have not been violent.  I have the right to the services that they promised me and they are not delivering. 

  
  

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

  

  Business response

  03/29/2023

  After troubleshooting with the manager of the technical support team, the concerns with this machine have been resolved.  

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