ComplaintsforCoinamatic Canada Inc

• Initial Complaint

  28/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2nd time I try to put 10 on my lau dry card given by building and it guve me another card. I call them. Ask to be reimbursed and they say I purchased a card and that they are not reimbusr7ng me. I never tried to buy a card. I don't need one. I'm trying to do my laundry. I have proof $ left account.

  Business response

  30/04/2024

  There is no refund for the purchase of laundry cards. Tenant called the Contact Centre and was repeatedly told no refund for card purchase.  I will approve, the laundry cards to be mailed to the Office. When they arrive, they will be read. As long as no funds were added to the laundry cards, and they are still new laundry cards.

• Initial Complaint

  27/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I hope you can help me here as I had already submitted a refund request on your website with no response. It has been almost 3 weeks now and I have not heard anything. On March 8, 2024 I went down to my apartment building's laundry room to do 3 loads of laundry. I paid through my phone to start 3 washers. I checked after a bit on the app to see the remaining time on the cycles and all my machines had errored out. I went down to check if the machines had in fact errored out and they had. I paid to start these 3 washers a second time and after some time doublechecked to make sure the cycles were successful, but they errored out again. I then paid to wash all 3 loads again. Overall, I spent around 5 hours doing 3 loads of laundry ***** ** ********** ************ **** your machines keep erroring out on the app and then turning green showing they are okay to use and then erroring out again. As I am writing this today and I am doing laundry, it happened to me again when using washer #3. The machine took money and then errored out. The app pushed a notification that my laundry was done when in fact I have to do it again because the machine has errored out. I have taken a screenshot of the website showing the error and have photos of the machine showing the error message and filled with water. I reported the problem via the website button and it gave me a message that someone will check it. I am requesting a refund for the $24.00 that have been spent on unsuccesful loads of laundry over these last 2 times.

  Business response

  24/04/2024

  The mobile app tracks all usage for washers and dryers. March 8, 5 washers were used, 3 washers (******,******,******) were restarted. The washer rate is $2.00, a refund of $6.00  would be required. An email was sent on March 8, requesting a refund for $6.00, which has been added to the app.  March 27, 3 washers (******, ******, ******) and 2 dryers were used, with no rewashing required.

• Initial Complaint

  26/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * **** ** ** ********* ******** *** **** ******* *** **** ******** **** *** ****** Our washing machine has been broken for going on 3 weeks now *** **** *** ** ****** ** ***** ********* We first reached out to them on the phone on January 15th to let them know the washing machine had filled up with water and wont drain. They told us 1 to 2 business days. The week went by and nothing. We phoned them again this week the 24th and they told us they would be out that day to fix it. They never showed. Phoned back today the 26th and they said they are aware and will get to us when they can. **** * **** *** * ****** ** ********* We have been asking them for months to give us new washers and dryers as ours are super old and not working properly. They told us they cant do that. Being in an apartment building and only having 2 washers and 2 dryers for everyone living in the building is very hard. We cant get anywhere with them. We asked who we can speak to about our contract and they hung up on us. We have never told them to go ahead and renew our contract with them but they take it upon themselves to go ahead and renew it every year. We are not getting our monies worth with company and we expect better. Any help with this would be greatly appreciated. Thank you.

  Business response

  06/02/2024

  Tenants can call to request a service call.  I have checked the service history and there was one service request on January 9 for washer 3.  The tenant called back the same day and cancelled the service request.  A service call will be created to check all machines. 

  Customer response

  11/02/2024

  I am responding back to you in regards to the response by coinamatic. This is 100% false information they have given to the BBB. We never made a service request on January 9th our washing machine broke down on January 14th. The president of strata made a call to coinamatic on January 15th saying our washing machine had filled up with water, was not draining and WAS SMOKING which is a fire hazard. They said they would come out the next day the 16th to service it. The 16th came and went, no one came to fix it. Fast forward to Monday January 22nd another call was made to coinamatic and they said they were aware and would send someone out that afternoon, again no one came. We never called back to cancel a service. This is false information. We also don’t have 3 washers, we only have 2 washers and 2 dryers in our apartment building that has 18 units. Another call was made on January 25th to coinamatic and we got the same response someone would come out that afternoon to fix it. Our washing machine is still out of order. * ***** **** *** ********** ***** *** ** *** *** *** **** **** **** *** **** ********** ********** *** ** ********** *** 

  
  

  I would like a better solution to this problem. 

  
  

  **** *** *** ****** ** *** ****** ****** **** *** ** ***** ******* *** ********** **** ***

  
  

  Business response

  26/02/2024

  The reply that was sent, did not state you called to request a service call. I stated a tenant called,   "I have checked the service history and there was one service request on January 9 for washer 3.  The tenant called back the same day and cancelled the service request ". There was no mention you called to request a service call.  A work order was created on January 6,to check all washers. Another work order was created on January 14th, for the dryer. The technician arrived January 15.  January 16 - service request for the washer - basement: middle washer - takes money no start. Technician arrived January 23.

• Initial Complaint

  14/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 7th, 2023, I attempted to load my laundry card with $30.75 dollars + plus fee $.25 = $31.00 The transaction did not go through. I suspected it was because I asked for over $30. I attempted to load the laundry card again with $25.00 + plus fee. I have provided Coinamatic with transaction details. I noticed that my debit card was charged twice for the transaction, but the laundry card only loaded $25.25: I have submitted 3 online "Refund Requests" forms but unfortunately nothing has been reversed. I called on December 8th and talked to a nice lady who directed me to email *************@**********.com. I have emailed them twice since December 8th. Therefore, there has been a total of 5 emails and 1 phone call. Type of machine - Add Value station 6-digit Machine ID - Amount requested - $31.00 Payment type - Card Debit card number - **** **** **** **** First Name ****** Last Name ****** Address 1*** ****** *** Unit *** City Whistler Province BC Postal Code ****** Phone Number ###-###-#### No one has responded to me.

  Business response

  16/01/2024

  I apologize that it took a complaint to the Better Business Bureau to receive a reply.  I will follow up with the Team, to ensure that does not occur with another tenant.  A refund for $31.00 has been created.  Please allow 10-14 days to receive the check in the mail.  

  Customer response

  16/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me once I am in receipt of my funds.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  13/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5 Massey Square laundry room has 6 dryers 4 of them out of service over 4 months and the other 2 work at 40% drying heat. The dryer temperature is 30 C . with no load , at 50% load its 25 C It should be at minimum 50 C (125 F) Have to dry for at least 2 drying cycles (2 hours) instead of the one (1) hour Each dryer load costs $2.50, which means I have tp spend $5 to dry . Its been over four (4) months and Coinamatic refuses to fix the dryers. I have lost over $60 because having to dry double cycles Coinamatic come fic your dryers and give my $60 back

  Business response

  16/01/2024

  If the washers or dryers are not working, tenants were to call the Contact Centre to request the work orders and refunds.  I reviewed the service history and there has been no calls from any tenants that 3 dryers at the location have not worked for over 4 months. Tenants have called that a washer or dryer was not working. The work order was created along with the refund. The number to call for repairs is on every machine.   I also checked if an email was sent requesting a service call. No email was sent.  I will create a work order for a technician to go to the location and inspect all machines. The refund for $60.00 would not be approved as there were no calls in the past advising the dryers were not working. 

  Customer response

  16/01/2024

   
  Complaint: ********
  
  I am rejecting this response because: the business has not said if they will provide a credit for the $60 spent on their defective dryers. Several calls have been made in the past to coinamatic regarding these dryers and they are still not fixed/

  The issue with the 4 dryers is that they do not read cards so they cannot be used. This has been verified  by Massey Square security who has placed the Yellow Tape on the dryers 
  
  Sincerely,
  
  ****** *****

  Business response

  18/01/2024

  A refund for $60.00 cannot be approved, as there were no calls, or emails requesting a service request.  The number to call for repairs is on every machine.  I have created a work order for the technician to check all machines. We have not to date received any calls that dryers at the location have not been working for over 3 months

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ** *** *** *** ** *** ******* * **** ********* $25.25 was charged twice by their laundry card refill machine. I called them about it, and they said that they did not see this second transaction on their end, so I filled out a refund request on the website. Two days later, I still heard nothing back and filled out a second one. I called them two days later again to inform them that I had filled out a refund request twice and was still waiting. They suggest I email them directly with the picture * **** ***** ***. Well, I did, and it is now the next week, and I have still heard absolutely nothing. Many people I have spoken to say it's extremely hard to get a refund from this company, and that their machines make this error often. I believe they do this in hopes that the customer simply gives up. * ** * ****** **** * *** ****** ****** ********* *** * **** ***** **** * ***** ** *****. Please, if you can, convince this ***** company to just give my measely $25.25 back* *** *** **** ** ****

  Business response

  15/01/2024

  I apologize it took filing a complaint with the Better Business Bureau to receive a reply.  I will follow up with the Team, why this occurred.  The refund for $25.25 has been created. Please allow 10-14 days to receive the check in the mail. 

  Customer response

  15/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  17/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I do hope you can help resolve the issue with Coinamatic. I live in an apartment building which has a laundry room with washers and dryers. The machines are refurbished and break down very frequently; often you will load the washer or dryer, put in your coins for payment and then the unit will not start and/ or function properly ( i.e. no heat in the dryer, the clothes are not spun dry, etc.) This situation has existed for about 5 years now. I have called or submitted an e-request for repairs and refunds many times to Coinamatic. In the past, I could ask for a refund when talking to an operator but more recently, the company has offered an online form. The refund cheque would arrive in a few weeks. In the last four months, though, despite asking for refunds/ filling out the online request, the refunds have stopped coming. I have mentioned this problem to the staff several times and been assured each time, they would investigate what is happening, take care of the problem and issue the cheque with the amount owning. Nothing along these lines has occurred, I have given them my cellphone number and email address. It would be greatly appreciated if you could get in touch with Coinamatic and see if you can get them to move on this point. Many thanks, Best regards, Happy Holidays to all of the office. ***** ****** 

  Business response

  19/12/2023

  I apologize that it took additional action in order to receive the refund.  I located the email that was sent on November 18, without a reply. I will follow up with the Refund Team to ensure that will not occur with other tenants.  You called the Contact Centre on December 18 and a refund was created.  I have added $8.50 to that refund. Please allow 10-14 days to receive the check in the mail.  

  Customer response

  19/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Many thanks.

  Happy Holidays. 

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

• Initial Complaint

  14/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Laundry machines taking more funds than they are supposed too. I’ve called at least 3 times. *** ** ********* ********* ** ******** *** *** ******* I started keeping track of funds on card. I was told not to tap card more than once which I didn’t know because usually machines don’t start after one tap. Dryer takes 2 hours to dry a load. 2 dollars each time. I was told that the machines don’t take your money. I started laundry today December 14. Two loads to wash and dry took 19 bucks it should have been 9. It’s the principle of this, I’m not in need but others could be and I don’t lye which my last assistant at coinamatic suggested. Plz feel free to contact me at anytime. Thank you. ******

  Business response

  19/12/2023

  I reviewed the notes entered when you called the Contact Centre on December 8. You were advised by the agent each time you were tapping the funds were taken off the laundry card. It's place and hold not tap and remove. The laundry card is held at the reader long enough (4-8 seconds) for the green light or chime and then press start. The value code for $10.00 was already created. I also verified the value code was entered at the reloading machine 

• Initial Complaint

  10/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Card number ***********. On October 17th, I made a $40 purchase of additional funds for my card due to it being almost empty. I was unable to load the $40 because the loading station was displaying a "card read error" when I inserted my card. I called to get a replacement card mailed to me, and was told it would be on its way, and would arrive in 10-14 days. Over a month later, I gave up waiting and called again, on November 22nd. Again, I was told a replacement card would be mailed to me, and would arrive within 10-14 days. It is now December 10th, and I am still waiting for a card. All I want is a new card to be issued to me, so I can resume doing laundry in my apartment building. I also understand that my pre-purchased funds are linked to my old card, so I will need a way to transfer that to my new card as well.

  Business response

  18/12/2023

  The agent incorrectly created the refund, which prevented the refund to be processed. A laundry card loaded with $40.00 was mailed on December 7. 

  Customer response

  18/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  13/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Coinamatic has continually ignored requests to fix machines that are not properly working. They have been contacted multiple times over the last 2 months by myself, other tenants, and the landlord. They sent out an email that a work order has been created but no one ever comes to fix this issue. I would like our washer replaced with one that properly works.

  Business response

  22/11/2023

  I apologize for the delay in completing the repairs. The work orders have been created.  I have emailed the Service Manager requesting an update as to why the machines are still not working.  There was a request that the machines were vandalized, however the parts to repair the machines should have been ordered and the repairs completed.  

  Customer response

  25/11/2023

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

  I would like a timeline for when this will be repaired. This has gone on for too long with no proper communication or answers about anything. There have been 15+ service requests sent through over the last few months by multiple tenants and the landlord himself. I am also being ignored in regards to my refund requests as I have sent multiple through. The online request and refund methods nor your call center are not effective. Why are these options even available if they do not lead to help from your company?

  The washer is now leaking all over the laundry room floor which is destroying property so you may want to fix this swiftly.

  Let me know when my washer will be fixed and when the repair is completed I will be satisfied.

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

  Business response

  18/12/2023

  The Service Manager advised the technician arrived on December 4, to complete the repairs to the washer.  The washer is operational.

*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. ↩