monumental vending

November 11, Dear *** ***:We are in receipt of your letter dated November 3, regarding a customer complaint from our vending machine at *** airport on or around October 10, Monumental Vending has been in operation for over years and recognized as one
of the industry leadersWe were voted “Best Vending Company in America" in by our industry trade organization.While we install the most advanced equipment available, machines sometimes malfunctionWe dispatch a repair technician to correct any malfunction within hours in those circumstancesAdditionally, our protocol is to mail a refund to the consumer who lost moneyWe have reviewed our protocol and records regarding voicemail messages during the time frame identified in the complaintAt this time, we believe we have contacted everyone who left messages during that periodWe are happy to reimburse the consumer who reported the complaint and will mail a refund directly to his home address.We look forward to discussing any questions you may haveThank you
Karen D
Customer Service Manager

We are in receipt of your letter dated July 25, regarding a customer complaint from *** ***She used one of our vending machines at *** *** Ice Rink on July 22, and the machine took the money but did not dispense the product.Monumental Vending has been in operation for over years
and recognized as one of the industry leadersWe were voted “Best Vending Company in America" in by our industry trade organization. While we install the most advanced equipment available, machines sometimes malfunctionAll of our machines have a Monumental Vending label clearly marked with a phone number in case money is lost in one of our machines*** *** stated "calls to the service number will not go through" but also stated that "there needs to have appropriate service number"I don't know why the call didn't go through but typically we dispatch a technician to correct any malfunction within hours in those circumstancesAdditionally, our protocol is to mail a refund to the consumer who lost money. Since the customer did not state how much she lost, we will mail her a cash refund of $and will mail it directly to her home address. We look forward to discussing any questions you may have.Thank you.Karen D*** Customer Service Manager

Review: Monumental Vending supplies vending machines that are defective. Yesterday I was at [redacted] airport to participate in operation welcome home and found myself thirsty. To quench my thirst I purchased a [redacted]; During this process I put a five dollar bill in the machine. At first it delivered my two dollar soda although after it gave me no change. I pressed the change return button to receive my change but the button did not work. I asked a maintenance worker if they could help me and they said I need to ask a cop. I retrieved a cop, brought him to the machine and told him about it. He told me this happens often and there is nothing he can do about it because it is a privately contracted company. This frustrated me but I figured I could at least use the other three dollars to purchase another soda. By this time the machine decided there was no recent activity causing it to erase and steal my three dollars. I called the company and was sent to a voice mail where I left a very detailed message. I figured they would call me back as soon as they heard my message to try and reimburse me. They did not. This company is most likely built of scam artists. There is no reason why a police officer would tell me this happens often unless they receive a lot of complaints. The location is at an airport where there are constantly new customers to unknowingly purchase a soda or energy drink only to get scammed. The profit margin is significant and there is nothing the [redacted] airport staff or police can do. I would greatly appreciate it if you looked into this business. Thank You for your time.-Sincerely, [redacted]Desired Settlement: I would like to be reimbursed although it is not my primary concern. I would like to see an investigation on the integrity of the company's legitimacy. I believe they know about the problem and intentionally create defected machines for a greater profit margin. Compared to selling one [redacted] with a profit margin of a dollar or more they are forcing customers to either lose their additional funds or purchase another product. They are in locations where there will never be the same customer

Business

Response:

November 11, 2014Dear [redacted]:We are in receipt of your letter dated November 3, 2014 regarding a customer complaint from our vending machine at [redacted] airport on or around October 10, 2014.Monumental Vending has been in operation for over 23 years and recognized as one of the industry leaders. We were voted “Best Vending Company in America" in 2011 by our industry trade organization.While we install the most advanced equipment available, machines sometimes malfunction. We dispatch a repair technician to correct any malfunction within 24 hours in those circumstances. Additionally, our protocol is to mail a refund to the consumer who lost money. We have reviewed our protocol and records regarding voicemail messages during the time frame identified in the complaint. At this time, we believe we have contacted everyone who left messages during that period.We are happy to reimburse the consumer who reported the complaint and will mail a refund directly to his home address.We look forward to discussing any questions you may have.Thank youKaren DCustomer Service Manager