Every question clients ask before, during, and after onboarding.

The first step is a free site walkthrough. Call us at (410) 488-9200 or fill out the form at the bottom of any page on this site. A route planner will visit your facility within five business days, document your machines, and deliver a written route plan and per-machine quote within a week. No obligation, no pressure, and no cost until you approve the plan.

No. We service single machines in a breakroom up to fleets of several hundred. Starter Route pricing applies from machine one. Volume tiers apply automatically once you cross 16 machines — you do not have to renegotiate anything.

Most new accounts move from first call to steady weekly service in 90 days. That window includes the site walkthrough (days 1–7), route build and technician assignment (days 8–14), and the first six weeks of stabilization where we clear backlog issues like expired product or neglected validators.

No. We service every major machine brand and model, including old equipment that other vendors have written off. If a machine is genuinely past saving, our shop technician will give you a refurbish-or-replace recommendation with cost estimates for both options. You decide which way to go.

Yes. During the site walkthrough we document your current product mix and any contractual brand commitments. If your mix is working, we keep it. If we see obvious gaps — like a breakroom with no healthier options or a warehouse missing high-protein snacks — we will recommend additions you can accept or decline.

Yes. Multi-tenant office buildings, mixed-use developments, and shopping centers are a significant part of our portfolio. We coordinate with property management, security, loading dock schedules, and any individual tenant requirements. Reporting can be split by tenant or aggregated at the building level.

It depends on your plan and your machine count. Starter Route accounts get two visits per month. Managed Route accounts get weekly visits. Fleet Operations accounts have custom cadences tuned to each location's traffic pattern — usually one to three visits per week.

Yes. Every account is assigned a dedicated route technician and a named backup who covers vacations, sick days, and training. You will see the same faces almost every visit. This is one of the reasons our clients stay with us — technicians who know your building solve problems faster.

Route windows are scheduled around your facility's peak usage pattern, not ours. Offices typically get early morning windows before 8 AM. Warehouses get visits that align with shift changes. Hospitals get 6:30 AM windows before surgical blocks. You tell us when you want us on site, and we build the route around it.

If we are running more than 30 minutes outside your service window, you get a text message before the window opens — not after. Chronic late arrivals trigger a route audit and, if necessary, a technician reassignment. Our service window accuracy target is 95%, and we currently run above that across all active accounts.

Scheduled route visits run Monday through Saturday, 6 AM to 8 PM. Emergency dispatch runs 24/7, including overnight, weekends, and federal holidays. If a machine goes down at 3 AM in a hospital or a 24/7 warehouse, a technician will be dispatched the same night if the account is on Managed Route or Fleet Operations.

Yes. Extra visits are available on request for $85 per visit on Starter Route, and at no additional charge for standard repairs on Managed Route and Fleet Operations. The most common reasons for special visits are conference events, seasonal traffic spikes, and product mix changes.

Yes. Micro-market support, self-checkout kiosks, bean-to-cup coffee equipment, single-serve machines, and cold beverage equipment are all supported. These are billed as add-on modules on top of any base plan. See the services page for details.

Our current first-visit fix rate is 98.6%. That means nearly every repair call is resolved on the first technician visit because our vans carry common parts — coin mechanisms, bill validators, motors, harnesses, and vend sensors. When a part is not on the truck, we tell you the same day and schedule the follow-up.

Call our 24/7 dispatch line at (410) 488-9200. Emergency visits are covered at no additional charge for standard repairs on Managed Route and Fleet Operations plans. Starter Route accounts receive emergency dispatch during business hours, with after-hours callouts at the standard $85 surcharge.

Common parts — coin mechanisms, validators, vend sensors, motors, harnesses, and door switches — are included at no charge on Managed Route and Fleet Operations. Major components like compressors, control boards, and refrigeration units are billed at our cost plus a flat $40 labor fee, and only after you approve the work.

Yes, and we often do. Older machines frequently need more attention, not replacement. Our shop technician refurbishes units in-house — replacing compressors, rebuilding coin mechanisms, updating control boards — for far less than the cost of new equipment. We will give you a straightforward repair-or-replace recommendation with numbers.

Yes. We install, configure, and support card readers, DEX telemetry modules, and remote monitoring systems on client machines. Hardware is quoted per unit based on model. Installation is included in the quote. See the services page for the cashless retrofit module.

If a machine fails twice for the same root cause within 60 days, our lead technician reviews the ticket personally. We do not keep patching the same problem. If the machine genuinely cannot be stabilized, we will tell you so and give you a clear recommendation — repair, refurbish, or replace.

Pricing is per machine, per month, with all scheduled visits, digital reporting, and 24/7 dispatch included. There are no stop charges, no per-visit fees, and no hidden line items. The current published rates are $89/month for Starter Route and $149/month for Managed Route. Fleet Operations is custom-priced based on machine count and territory.

Yes, automatically. Volume tiers kick in at 16 machines (10% off), 51 machines (18% off), 101 machines (24% off), and 250+ machines (custom pricing). Multi-site consolidation adds further savings for clients operating three or more locations under the same ownership.

No. Site walkthrough, route design, technician assignment, parts profile setup, and product mix planning are all included at no cost. There is no onboarding fee, ever, on any plan.

Annual billing gives you two months free — you pay for ten months instead of twelve. The discounted rate applies for the full year and renews at the same rate unless you switch back to monthly. You can still cancel within the 90-day onboarding window if the service does not meet expectations.

Yes. Registered 501(c)(3) nonprofits and public-sector agencies receive an additional 12% discount on any plan. We accept purchase orders, can invoice against blanket contracts, and are registered in state and federal procurement systems.

Cash reconciliation — collection, dual-signature chain of custody, count-room verification, and deposit slips — is included on Managed Route and Fleet Operations. Starter Route accounts can add it as a standalone service at $45 per machine per month, or continue collecting their own cash.

Invoices are issued on the first business day of each month and are due net-30. We support ACH, credit card, check, and purchase order payment. Fleet Operations accounts with 50+ machines can request net-45 terms.

We run daily scheduled routes through Maryland, Washington DC, Northern Virginia, and Northern Delaware. The core metro area covers Baltimore City and County, DC, Arlington, and Alexandria with same-day emergency dispatch. See the interactive coverage map to check your ZIP code.

Response time depends on your distance from our nearest hub. Zone 1 (core metro) gets same-day response, usually within 4 to 8 hours. Zone 2 (inner suburbs) gets response under 24 hours. Zone 3 (extended coverage) gets response under 48 hours. Priority industries — healthcare, government, and multi-site operators — get shorter windows within each zone.

Possibly. For multi-site operators running machines beyond our daily routes, we offer extended coverage plans with monthly route consolidations. This covers regions like Harrisburg PA, Richmond VA, and Salisbury MD. Contact us with your specific locations and we will confirm availability.

Yes. We hold active registrations in state and federal procurement systems and sponsor background checks for our Northern Virginia technicians. Escorted service windows are standard for restricted areas, and we deliver audit-ready chain-of-custody documentation for cash collection.

No. Every Starter Route and Managed Route agreement has a 90-day initial onboarding window, after which it converts to month-to-month. You can cancel with 30 days written notice. No cancellation fee, no auto-renewal trap, no retention games. Fleet Operations agreements are custom and negotiated per account.

The first 90 days are designed to clear any backlog issues from the previous vendor, stabilize your route schedule, and confirm that the per-machine pricing is accurate. If either side decides the partnership is not working during this window, we part ways with no cancellation fee and no hard feelings.

You can upgrade at any time — the new plan takes effect on the next billing cycle. Downgrades require one full billing cycle of notice so we can properly adjust your route schedule. No penalties in either direction.

All route data — service tickets, sales reporting, cash reconciliation records, machine performance history — belongs to you. On cancellation we deliver a full data export within 10 business days in CSV and PDF format. We do not hold data hostage and we do not charge for the export.

No. You can keep other vending service relationships running alongside ours. Some multi-site operators keep one vendor for a specific region and use us for the rest. We have no exclusivity clause in any service agreement.

Yes. We carry general liability, workers compensation, auto liability, and are fully bonded. Certificates of insurance are issued within 24 hours of request, and we can name your organization as an additional insured. See the insurance page for full coverage details.