Complaints

This profile includes complaints for WASH's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

WASH has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  WASH

  2200 195th St Torrance, CA 90501-1120

• 

  WASH

  100 N Pacific Coast Hwy 12th Fl El Segundo, CA 90245-4359

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested maintenance on the WASH machines in my building and every time they resolve my support tickets nothing is done to repair the machine. Not once has the out of order error been removed or power restored. I have spent way too much money on these failing machines and now I have to call them every time I need a refund because of machine failure. Horrible business horrible response time. They are not the best laundry company skip them at all costs

  Business Response

  Date: 04/04/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience this situation has caused.

  According to our records, the first repair request was placed on March 29th, 2025, for a dryer taking money but would not start. On the 31st our technician visited the property to evaluate the machine and determined it needed a new part to complete the fix. This repair is still on hold pending a part and out technician will be out as soon as possible once we can complete the repair. Thank you for your patience as we work to resolve the issues.

  Additionally, if you need a refund for lost funds due to the machine malfunction, we will need to gather any transaction information you have in order to verify a fair refund amount. Please email us at ************************************************************** with your transaction details so we can better assist with your refund request. 

  Kind regards,

  WASH

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March ****** I attempted to load $10 onto my laundry card using the property machine (ID: IGF 481). However, I was issued a new laundry card (No: 1447326[013]), which has no value on it. I would like to return this card and request a *********** is what WASH replies me: For laundry cards that were accidently purchased we do not issue refunds. We advise either keeping it as a backup card.And they don't solve the problem by phone, instead they would put you on hold FOREVER!

  Business Response

  Date: 04/04/2025

  To whom it may concern, we sincerely apologize for the inconvenience and understand your frustrations.

  As our agent mentioned, we do not offer refunds for accidental laundry card purchases. If you have any other questions or issues that we can address, please don't hesitate to reach out.

  Kind regards,

  WASH

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23131117
  
  I am rejecting this response because: Please provide the proof that:

  1. your vending machine is working properly, do not charge customers in purpose for nothing
  2. your company policy for the value of the WASH card
  3. policy for not returning the card and notification to its customers

  
  Sincerely,
  
  Chao Gu

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Machines frequently stop working after paying for them to wash clothes. It is very inconvenient plus you lose your soap, antibacterial solution, plus smell good Crystal added to the machine and then I have to double pay just to finish washing my already wet clothes into another machine a pay for that, plus add more soap, antibacterial solution, and smell good Crystals to my wash and the company refuses to compensate fully financially for the inconvenience plus materials added to the wash and for additional washing. I find it very inconvenient, frustrating and financially inappropriate that the company refuses to fully recompensate for this inconvenience while using their machines. As this seems to happen repeatedly with at least four washer machines everytime my clothes get washed

  Business Response

  Date: 03/31/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and understand your frustration. After reviewing the service history at this location, it appears that five machines were reported out of order (displaying an error code). On 3/20/2025, our technician visited the property, ran test cycles on the machines, and confirmed the machines were in working condition.

  If you need a refund or have any open issues that we've missed, please feel free to contact us directly so we can gather the details required to make things right.

  Kind regards,

  WASH

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,my name is ******* *******, the problem began when wash multifamily laundry services sent me my last statement, dated 1/1/2025 in the amount of $1,********* usual amount is $113.38 per mount which I pay monthly and have statement to show that. Wash is a coin operating company which provides 2washers and 2 dryers for an apartment unit I have in the City of ******* the address is ***************************** Naturally I called to find out what was going on, my calls began immediately and to this day no one has given me a reason. I have called and emailed dozen of time and I have received very few response , If you could please help me out I would greatly appreciate ,Thanks ******* **********

  Business Response

  Date: 03/12/2025

  Hi *******,

  Thanks for reaching out. I understand your concern regarding the statement you received and the discrepancy in the amount. Your information has been passed along to our support team and our supervisor has been notified. Please allow us to look into this and we'll do our best to resolve this as quickly as possible.

  If you have any questions in the meantime, please give us a call.

  Kind regards,

  WASH

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23005061
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******, lack of information, no amount given 

  Business Response

  Date: 03/19/2025

  After reviewing the communication history, our support team confirmed we've been in touch with Mr. ******* regarding the invoice. We discovered that we had been billing for 2 washers but not the two dryers. The invoice was for the rental of the 2 dryers from 1/2024 to present.

  If you have any additional questions about the invoice or need any further clarification, please don't hesitate to reach out.

  Kind regards,

  WASH

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23005061
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******, I reject there response because this mistake was not caused by me, they on many occasions have admitted that its there fault, when they forgot to charge me for the 2 *********** Ive informed them, lets do the right thing. Send me a notice that your going to raise my rates in 30 days with the 2 extra dryers added, Ive never heard of a company that makes a mistake and then wants to charge its customers 

  Business Response

  Date: 03/31/2025

  We understand the customer's concerns and appreciate the opportunity to clarify the situation further. Upon receiving the original complaint, we reviewed the billing history and confirmed that the charges in question reflect a correction to prior services rendered. This was not an overcharge or an error in service delivery, but an adjustment to ensure accurate billing based on services provided. 

  We understand unexpected charges can be frustrating, but we do our best to notify customers of this billing adjustment. In this case, while the correction is valid, we are happy to work directly with the customer to discuss the balance and review available options. 

  Kind regards,

  WASH

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23005061
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******, I reject your response and would like for you to remove all your equipment ASAP 

• Initial Complaint

  Date:02/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against WASH Multifamily Laundry Systems, for their repeated breaching of a contractual agreement to provide and service an efficient washing machine for our 16-unit residential complex. The contract (attached), signed with a company approximately 10 years ago (and later acquired by WASH) , was intended to last only 4 years. It explicitly states that any equipment malfunction would be repaired within 6 working hours. However, in reality, our ONLY washing machine often remains out of order for weeks at a time (see latest emails)Despite countless requests, WASH Multifamily Laundry Systems has consistently failed to fulfill its service obligations. Every time we contact them to address breakdowns, they either do not respond in a timely manner or offer short-term fixes that do not prevent repeated failures. These prolonged outages cause significant inconvenience and hardship for our residents, who have no alternative on-site laundry facilities, causing tension and frustration.Furthermore, we have attempted multiple times to cancel this agreement to seek services from another provider, but our efforts have been repeatedly blocked byWASH Multifamily Laundry Systems . They insist on enforcing only the terms that favor them, such as a first right of refusal, while disregarding their clear obligations to maintain the equipment in working ************ essence, we no longer wish to remain bound to a company that fails to honor its contractual promises, causing us unnecessary inconvenience and expense. We request the removal of the malfunctioning machines and the immediate nullification of this contract on grounds of ongoing breaches and unprofessional conduct.Thank you for your attention to this matter. We respectfully ask for the BBBs assistance in resolving this dispute and ensuring our rights as consumers are protected.

  Business Response

  Date: 02/20/2025

  Thank you for reaching out and sharing your concerns. We take all service matters seriously and want to ensure we address this matter properly.

  Please allow us to look into the details of your account further and a member of our team will be in contact with you to discuss this matter directly.

  We appreciate your patience as we look into this and will follow up as soon as possible.

  Kind regards,

  WASH

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **Complaint Title:** Unauthorized ************* of Resolution **Complaint Details:** I am filing a complaint against the WASH CONNECT APP regarding an unauthorized $10 charge to my account. After reviewing my usage history, I found no overuse of the app. Once my balance reached $0, I switched to alternative payment methods, ensuring no further charges should have been incurred. When I reached out to the companys support team to dispute the charge, they claimed it was my fault for using the app after funds became available. However, this is incorrect. I requested evidence to support their claim, but they have failed to provide any proof of overuse. Instead, they speculated that I may have lost network service, which never happened. Despite my attempts to resolve the matter, they have refused to investigate the possibility that this charge was an error on their end. This company is billing customers without proper verification and refusing to provide clear evidence when disputed. I am requesting a full refund of the incorrect charge and a formal review of their billing practices to prevent similar issues from happening to others. I appreciate the BBBs assistance in holding them accountable for fair and transparent business practices. **Desired Resolution:** Full refund of the $10 charge and an internal review of their billing practices. Best, ****** *****

  Business Response

  Date: 02/20/2025

  Thank you for reaching out and sharing your experience. We apologize for the inconvenience and appreciate the opportunity to look into this further. 

  One of our agents will be in contact with you shortly to help resolve this issue.

  Kind regards,

  WASH

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting back a small fraction of the I've money lost, wages lost from wasted time caused by their refusal to ensure their machines work over the past more than 10 years, and lost detergent poured into machines only to realize that they do not work. WASH has been refusing to make timely and meaningful repair to their laundry equipment for more than 10 years (in violations of their contract with out apartment owner) at the ************. located at *********************************. There are days when only 2-3 washers and dryers are working out of 18. Causing 3-5 hours delays to do laundry.

  Business Response

  Date: 02/20/2025

  Thank you for reaching out. We understand your frustration regarding the equipment and the downtime you've experienced. While we strive to ensure our equipment remains operational, we do not assume liability for lost time or wages due to machine outages.

  If you are experiencing a current service issue, we'd be happy to review and discuss an instance where a refund may be applicable. If you have any questions please don't hesitate to contact us.

  Kind regards,

  WASH

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22916974
  
  I am rejecting this response because: Their refusal to respond to my request.  I will work with the district attorney regarding criminal charges and I will join the upcoming class action.  The business has 5 business days to change their mind before I begin giving my deposition for the lawsuit and criminal charges.  

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

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used the WASH app to do our laundry while at a condo in ************, **. We loaded the account with one of our credit cards. We had $7.00 left in credit on our account when we left to return home. We have tried to close the account and get our refund of $7.00 credited to the credit card we used, but all efforts have been unsuccessful. We specifically followed all the instructions for doing this several times but have received no response and no credit. I wonder how many others have experienced this as well.

  Business Response

  Date: 01/20/2025

  Thank you for reaching out and sharing your experience with us. If you are no longer using the WASH-Connect app and would like your full balance refunded, please follow the steps below. 

  While logged into the WASH-Connect app, tap on Account, then profile, and select 'delete account". Once our support team receives your email, we will process a refund of your balance back to the credit card and close your account. If you have any questions or concerns, please contact **************************************************************************************************************.

  Kind regards,

  WASH

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My initial date that this takes place is Aug 12th 24. I washed my clothes put them in the dryer they came out damaged. I called wash numerous of times and they said a tech will come out to look at your clothes. But they failed and just looked at the machine cleaned and washed it. Ive sent emails and pictures. I called WASH a lot of times with a total of this being my 5th (January 3rd 2025) time with them opening the case again. I specifically tell them I work I. The morning that I need to be contacted two to three days ahead of time so I can assure Im home for them. So each time they call the day of I pick up and theyre at my complex and Im not there. I say to the tech if they can leave the case open and come back in a couple days. Each one says yes but then when I call WASH again the ticket is closed. Two supervisors at wash even emailed the manger and said he will be in direct contact and still nothing to this day and its 1/3/25. This has been on going and has been escalated a number of times and still no outcome. This is very frustrating and unprofessional. I just want my money that the machine has done damaged to. Case number thats been closed and you can follow all the notes (which are everywhere) is ********. PS I was unable to load all the pictures because it was to large. There are more damaged clothes than shown.

  Business Response

  Date: 01/20/2025

  Thank you for reaching out and letting us know. We sincerely apologize for the inconvenience and understand your frustration.

  This case has been escalated to our support team supervisor, and someone will be in touch with you shortly to ensure this issue is resolved.

  Again, we apologize for the inconvenience. Thank you for giving us an opportunity to make this right.

  Kind regards,

  WASH

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22762559
  
  I am rejecting this response because:

  
  I hope this message finds you well. I am writing to express my frustration regarding the ongoing situation with my claim for compensation for the damaged clothes. Despite repeated assurances that someone would reach out to me, I have yet to receive any communication or resolution.
  
  It has been several months since I submitted my claim in August, and this delay is unacceptable. I believe that I have provided all necessary information and documentation, and I expected a more timely response.
  
  I kindly request an update on the status of my claim and any steps being taken to expedite the process. I appreciate your attention to this matter and look forward to resolving it as soon as possible.
  
  Thank you for your understanding.
  
  

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

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date Dec 3rd 2024...The company called "WASH" (laundry machine service) handles our laundry services at our senior residence **** called ************. Address is: ***************************************** ********* Wisconsin *****. I purchased 15 dollars of laundry service usage from their machine in our ****. and 2-1/2 mos later found that the money was not actually placed on my card even tho I paid cash and the machine registered it. I contacted WASH by PHONE and was on hold for a very long time, no answer, was given the option to leave my number and have an associate call me back, they did not, even tho I called 3 different times and left my number for them to call. I sent at least 3 emails stating the problem, several of them recieved two emails stating that two different people were assigned to my case. One email reply sent to me made it clear that the person did not truly read the issue? I wrote back to clarify the matter and haven't heard from them since. I contacted my **** manager to inform her of the issue. She says that I should be patient. It has now been 4 days. I highly suspect that the company called WASH will let this issue drift away without reimbursing my money suspecting that I am a senior citizen with a short memory. This is an insult to me and other customers who use their ********************** services. I will now pursue not only what WASH owes me yet I would like to be reimbursed for my time. I believe this is a laundry machine service that will abuse their privilege to operate and keep their customers funds believing that customers won't pursue their refund or monies lost from the service's neglect. I want to be refunded for money lost AND time. I forewarned the company explaining that I would contact the BBB and want the company called "WASH" exposed for who they are, please. I believe they are not trustful and make refunds difficult. ***

  Business Response

  Date: 12/20/2024

  Thank you for reaching out, we sincerely apologize for the inconvenience and understand your frustration. Your case has been escalated to our support team and someone will be in contact with you shortly regarding the reimbursement.

  Thank you for your patience.

  Kind regards,

  WASH