Ford Motors and food services provider Aramark are reviewing self-service kiosks at the automaker’s US factories. The investigation comes after several employees were fired over allegations that they stole snacks, including cookies and chips, from workplace food stores. The review follows claims from workers that they had paid for the items but were wrongly accused because of payment failures and possible software glitches in the kiosk system.Confirming the review, Ford spokesperson Dave Tovar told the Detroit Free Press that the company was aware that “some issues” had been reported with the kiosks and was working with Aramark to investigate them. The inquiry comes after at least three employees who were dismissed for alleged theft at Ford’s Michigan Assembly Plant were reinstated following investigations that cleared them.“We have invested significantly to upgrade our workplaces, including self-serve kiosks operated by Aramark to provide 24/7 convenience for our employees. We are aware there have been some issues raised regarding the kiosk functionality in some limited cases, and we are working with Aramark to review these situations,” Tovar told publication.Aramark spokesperson Chris Collom also confirmed that the company was examining the incidents. He said that the company was “reviewing the instances in question. We remain focused on operating with integrity and accountability.”
Ford workers cite payment failures and kiosk glitches
According to union members who spoke to the Detroit Free Press, workers have reported issues including transactions failing to process after a payment chime, double charges, frozen screens and missing receipts. They believe these problems may have contributed to employees being wrongly accused of theft.Brendan Fluker, an employee at Michigan Assembly Plant, said workers have experienced kiosk problems for years. He said, “People go in and scan an item, swipe their card and it beeps like the payment went through and then they see it didn’t go through after people check their bank statement. Or, they see they were double charged. It will sometimes freeze in the middle of a transaction. People will pay for stuff and not get a receipt.”Fluker added that recent dismissals have made many employees reluctant to use the self-service kiosks. He noted, “With people getting let go recently, people are pretty much afraid to use that kiosk right now — at least I am.”
Employees say payments failed despite attempting to pay
One of the dismissed employees, Nick Nabozny, said he was terminated after Ford accused him of not paying for a bag of Doritos and Ritz crackers purchased from the self-service marketplace at the Michigan Assembly Plant.Nabozny, who had worked at Ford for nearly nine years, said surveillance footage shown during a disciplinary meeting captured him scanning the items and tapping his debit card. According to him, the kiosk emitted its normal confirmation sound, leading him to believe the payment had been completed.“I asked, ‘What did I steal?’ He said, ‘They have you on camera in the marketplace stealing food.’ I said, ‘I never stole anything in my life. Why would I jeopardise my livelihood and my family’s livelihood to steal food when I’m making good money?’” Nabozny said.During the meeting, Ford reportedly informed him that although he scanned the products and tapped his card, the transaction timed out before payment was processed. Nabozny said he only realised the payment had failed after checking his bank statement during the investigation.“There was no talking to me, no review, no ‘You’re a great employee, been here for nine years … was it a mistake?’ ‘Yes.’ ‘OK let’s get it paid for and go back to work,’ No. Immediate termination,” he added.His union grievance argues that the payment kiosk has “a documented history of malfunctioning,” stating that “The circumstances instead suggest a possible equipment failure rather than intentional misconduct.”
Similar case reported at another Ford plant
A similar incident was reported at Ford’s Kentucky Truck Plant, where electrician Kurt Kromm was dismissed after being accused of taking a $1.95 chocolate chip cookie without paying. According to Shifting Gears, Ford relied on surveillance footage showing a failed payment screen, while Kromm said he completed the transaction on another kiosk after the first attempt failed.Kromm later produced a bank statement showing the $1.95 payment had been processed. Ford subsequently offered to rehire him after confirming the transaction with Aramark, though he had already accepted another job.Recently, Ford said it was continuing its review of the kiosk system and had no additional updates. General Motors, which also uses Aramark for vending services, said it had not experienced similar issues, while Stellantis declined to comment on its suppliers.