ComplaintsforCoinstar, LLC

• Initial Complaint

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Subject: Urgent: Investigation Request for Coinstar Kiosk Incident at ******* ************** *******,I am writing to formally request an investigation into a troubling incident involving the Coinstar kiosk at *******, located at ******************************. On July 21, 2024, around 8:50 PM EST, I encountered significant issues with the kiosk while attempting to process my coins.After inserting my coins, the machine began counting but halted unexpectedly after a nominal amount. I reported the malfunction to a ******* employee and contacted Coinstar customer service. Unfortunately, there was a lack of clear communication between ******* and Coinstar, which resulted in a frustrating experience. The machine had to be disassembled to retrieve a substantial portion of my coins, and I was informed that I would be contacted by either a Coinstar representative or ******* to recover the remaining coins stuck in the machine.I find it concerning that the machine counted out exactly $1.17, comprising 4 quarters, 2 dimes, 2 *******, and 31 pennies. This precise and unusual total, along with the worn and discolored receipt, raises suspicions. My previous experience with Coinstar kiosks has been consistent with clean and clearly printed receipts.Additionally, I have previously filed a complaint with the ************************************ (*****) regarding suspicious markings on items, which has heightened my concern about potential irregularities.I kindly request that you investigate this incident thoroughly and provide me with an update on the status of the remaining coins. I would appreciate it if a member of the leadership team could contact me directly to address this issue.Thank you for your prompt attention to this matter.Sincerely,******* ***** I do have images of what the machine looked like pulled out and with the coins stuck in it.

• Initial Complaint

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased crypto (ETH) at coin star location ***********************************, the system stated there is a problem and i should call them because the money was not transferred to my account in the form of crypto (ETH). I called 100 times and the person who handles this is never available and they say they will call back. They never do and its the same story everytime. They literally stole my money and refused to return it.cinq by coinstar id: ****** machine id - ***** date ; 8/12/24 time: 8:49pm

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I deposited coins into the coinstar machine at the *******, WA *******. The total was $189.13 as seen in the attachment. The machine then froze on that screen (thus why I took the screenshot). After a bit, it changed to a black screen with DOS type text. We checked with the store that said to call the number on the machine. Spent about an hour on the phone with coinstar while he tried to remotely fix the machine, nothing changed. Said would send out a technician and we could pick up our money in the store the next day. Visited the store and the machine is still on that black screen, no technician, no money. Called the store again today, still no technician, still broken machine, and still no money. Called coinstar again and was told would work on it. It has now been 4 days since I put money in your machine and was given no receipt and no resolution even with calls and emails. I would like to be send my money $189.13

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Coinstar allows itself to be used for bitcoin fraud and does not have any way for you to contact them and report fraud. I tried calling to report fraud and they would not answer my call so they could freeze the scammers account. Ideally I would like a refund or knowledge that the money is frozen, but knowing that is unlikely, I would at least like coinstar to contact me because I cannot believe they make it impossible to contact them.

  Business response

  09/03/2024

  Hello, 

  I apologize that you weren't able to reach a member of customer service team. I've asked a member of my team to reach out to you to obtain additional information we need to conduct research. 

  Thank you, 

  Coinstar Corporate Relations

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put over ****** dollars in coinstar machine and it did not calculate correctly. filed a complaint with company. was given a reference number ****** o July 20th 2024. still waiting on resolution. over a month old.

  Business response

  09/03/2024

  Hello, 

  I apologize for the delay in our response. I have found that you've been in contact with our customer service department since July 14, 2024. We delivered the final resolution after our extensive research during a phone with you on August 29, 2024.Our results found the data of our audit did not support your claim however we do appreciate your patience with us and offered you $50.00 as a goodwill gesture, which you declined. I know this was not the outcome you desired. The $50.00 offer is recorded in incident number I000478711 and is still valid if you choose to accept. Our customer service team can help you with processing the refund if you choose. 

  Thank you, 

  Coinstar Corporate Relations 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Tuesday, June 30, I went to *************************** in ******* ny and deposited $200 of counted out coins (after depositing into the machine $38.06 in coins for my kids, counted out). The machine only registered $138.06. Again we as a family counted out 2 bags each with $200 in quarters. The machine did not give me $100 of my counted coins. Nothing was in the collected bo, the return... Nowhere. The bank couldn't help. I called and they couldn't help except make a report. That was hard earned money.

  Business response

  08/09/2024

  Good Day, 

  We are very sorry to hear your experience using our services was less than expected. Please know, we take these claims seriously and have a full review procedure set up in the event we receive a complaint such as this. We see that you have already contacted our customer service team and this process has already been put into place. Our team should be in contact with you shortly with an update. 

  Thank you,

  Coinstar Corporate Relations 

  Customer response

  08/09/2024

   
  Complaint: 22078592
  
  I am rejecting this response because: you have yet to audit the machine. I was offered $50 as a good faith payment. To me that's an admission of guilt. I asked that the machine be audited. There's cameras and 4 ppl that saw and knew what was in the bags brought to the bank. I'm sure the cameras saw me holding up the bag. It's not ok to keep my money and 2 weeks later still have not audited the mschine. 
  
  Sincerely,
  
  ******** *****

  Business response

  08/21/2024

  Good Day, 

  We thank you for taking the time to contact us with additional information. Upon review, we can confirm that a full audit and machine check has been completed. Through the audit and machine check, we did not find the kiosk took ****** without counting. Though we understand you still believe there are missing coins, our team wanted to provide you with a goodwill gesture of $50.00 as we value your business. This check has already been processed for you upon completion of your last conversation with our customer service team. As the check was approved a week ago, you should be receiving this in the mail any day now. 

  Please, let us know if there is any concern with receiving this check.

  Thank you,

  Coinstar Corporate Relations 

  Customer response

  08/21/2024

   
  Complaint: 22078592
  
  I am rejecting this response because:
  I was told that after an audit you found money in the kiosk. The $50 has not been received and I was told I'd be getting that 2 weeks ago. The other money was only $21 that you found, but if you found that, I believe there is more and I think that originally telli G me there's no way in right to having found money I should get my full $100 back. 
  Sincerely,
  
  ******** *****

  Business response

  09/09/2024

  Hello, please see the attached document which contains a copy of the check in your name that was deposited on August 22, 2024.

  Please accept this as the final resolution to your complaint. 

  Thank you, 

  ****

  Coinstar Corporate Relations 

  Incident # I000488040

  Customer response

  09/09/2024

   
  Complaint: 22078592
  
  I am rejecting this response because: I got a call from your business saying they found money when they did the reconciliation. That means that money is owed to me. I got another call that said you'd be sending a check for this. And then got a 4th call saying I'd be getting the balance of the $100. So I've gotten $50. Your business clearly knows that there's money that gets lost in there. It's Shady. I want the balance owed. $50

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

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to one of the local coinstar machines in LA county and put in over $240 of coins and the machine malfunctioned and gave me a gift card to ********* instead of Amazon. And they have told me for 3 days that a supervisor is gonna contact me. Trash company. Feels like dealing with a 3rd world company.

  Business response

  07/23/2024

  Good Day, 

  We're sorry to hear your experience using our service was less than expected. We've been able to review your communication with our customer service team and have found our team was able to come to a resolution with you. Please, let us know if there is anything else we can help with.

  Thank you,

  Coinstar Corporate Relations 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have never used one of these machines. The one time I am in tight enough financial straits to need to use my change to buy groceries I used the coinstar machine at the local ******* (just to keep from having to count change at the register) I got through the feeding my money into the machine just fine once I accepted the exorbitant cost everything seemed to have gone smoothly enough. The issue came when I went to the register with my family's dinner. Evidently the fee is 100% now because I went from facing the prospect of counting change at the register for our dinner to leaving empty handed. I will warn everyone I meet about using this vampiric service until you've been defunct for long enough that it isn't funny to me anymore. I wish I still had that bag of change.

  Business response

  07/16/2024

  Good Day,

  We are very sorry to hear about your experience. We completely understand that this has been a frustrating experience. We did have an intermittent scanning issue with ******* however we can assure you that this has now been resolved. If you go back to the same ******* location, you should not have an issue with the voucher scanning and cash being handed to you. 

  Thank you,

  Coinstar Corporate Relations 

  Customer response

  07/16/2024

   
  Complaint: 21993892
  
  You seem to see the intermittent issue as a rather small matter, but for me it took me from being someone with a few dollars to spend and turned me into someone who was destitute, save a worthless piece of paper. The kiosk stresses the importance of cashing the voucher in the day it is printed. I called the phone number on the ticket before leaving my complaint here. The phone rang for quite some time and eventually prompted me to leave a message, which I did.  I have yet to hear back from anyone in the company and it is nearly 24 hours later.  As I mentioned, this is the first experience I have had with Coinstar, although I've been aware of the technology for some time and was pretty glad to see someone having turned this into a service.  Since yesterday I have come to realize that problems plague different aspects of the company and its relationship with the consumer of its services.  I hope you are right, and that I will be able to redeem the ticket today with no trouble.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered just over 365 dollars in coins into a coinstar machine earlier today in the *********** KS ******* super center. I received a cash voucher for 322 dollars, which is the entered amount minus the agreed upon fee. The machine was able to transmit the 43 dollar fee to Coinstar successfully. I went to the ******* customer service counter, but ******* was able to reach coinstar and was not able to give me cash for my voucher. I want coinstar to pay me the cash agreed upon on the voucher that currently have. I also want coinstar to notify customers if there is an issue where they cannot pay vouchers prior to allowing the customer to enter the change into the machine.

  Business response

  07/15/2024

  Good Day, 

  We are very sorry to hear about the troubles you have had with cashing your voucher. We completely understand this has been a frustrating experience. ******* voucher scanning should be back up and running tomorrow. We would ask that you return then, they should be able to scan your voucher and pay without a problem. 

  Please, let us know if we can help with anything else. 

  Coinstar Corporate Relations 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cashed in all my change at the coinstar and went to the cashier to cash out. The system kept saying it could not be cashed yet. I called and stayed on hold with coinstar for 20 minutes and was told to hand my phone to the cashier. The cashier tried all the ways the operator told her on the phone and it still would not go through. The rep on the phone told me I would just have to come back another day whenever it is convenient I came to cash this because now is when I needed it. The receipt says it has to be cashed here and the same day. I am so upset with the blame being transferred back to the store when they have no control.

  Business response

  07/12/2024

  Good day, 

  Thank you for your feedback. We're very sorry to hear you were unable to cash your voucher when you originally presented it to the store. There has been an intermittent ******* voucher scanning concern which Coinstar/******* has been working to resolve. Your voucher is still valid, we woud ask that you return to the store on the next day you are available. At this time, the voucher should scan without a problem. if for some reason the voucher does not scan on the first attempt, please ask the store to scan again and it should go through. 

  Thank you,

  Coinstar Corporate Relations 

*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. ↩