ComplaintsforCanteen Corporation

• Initial Complaint

  08/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have two vending machines at **** Foundation and have had a number of issues with one. Canteen has not resolved the issue and we receive a lot of complaints for double billing and non-vending. Since they have not resolved the issue I requested the machines be removed in early July. They were to pick them up 7/14 and never came or called. I’ve called them several times and even went to their office in Fort Myers. The office lights were off and it was empty. I left a note in the reception desk (took a photo) and never received a call. The photo is from 8/2/23

  Business response

  09/15/2023

  
  To Whom It May concern:
  
  This letter is in response to the complaint filed by **** ****** in representation of **** Foundation.
  Based on our records, Mr. ****** reached out to our office on 6/29/23 to have the vending equipment picked up. Our standard for equipment pick ups are 30 to 45 business days. This is explained to the client when such requests are made. In this case, we had an opening in the schedule on the 7/14/23, in good faith we scheduled the pickup ahead of normal procedure. Due to unforeseen circumstances, we could not complete the pickup. Our procedure is to contact the client to advise of such occurrences.  The customer service manager that handled this request, is no longer with the company, therefore I cannot obtain a written statement confirming or denying contacting client to advise.
  We finalized the equipment pick on 08/23/2023. To clarify Mr. ****’s re**** stating he left a note on our door and it was dark in the office. Our office hours of operations are Monday through Thursday 8:00 AM to 5:00 PM and Friday 8:00 AM to 4:30 PM, anything outside of this time the office will not be accessible.

  
  I can provide reports that detail our service record that date back to 2019. These detail, in some cases service resolution time between 4 hours to 24 hours, upon request. I can certainly provide any additional or necessary information to resolve.

  
  Yours Truly,
  
  Natalye P****
  District General Manager
  

  Customer response

  09/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The attached photo was taken during the business hours in the response as an FYI.  I don't agree with all of the business' response however the machines are gone and that is what is important so no need to continue the back and forth.

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

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