ComplaintsforWASH
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Complaint Details
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Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Constant issues w/ washer and dryer in an apartment building.Little to no customer service.No option for cash.Tehcnhology doesn't work all the time Excessive charges for laundry which is based on supply and demand is egregious How many issues must one building face? they just installed a new wash yet less than a month later it had to be repaired?Cold water doesn't work in the wash?Both machines listed as Machine 2. There used to be Machine 1 (wash) and Machine 2 (dry)w.out recognizing that both machines are now listed as #2, I selected to run the wash again but I didn't have anything to wash and now I had to spend the extra money to get the dryer done.This company is atrocious and predatory w/ no customer serviceBusiness response
07/26/2024
Thank you for bringing this to our attention. We apologize for the inconvenience and understand your frustration. According to our records there is currently an open service request in our system for the washer issue. The service manager has been notified of the ticket and a technician will be routed to evaluate the machine and make necessary repairs.
In addition, we've notified the support team to process the $5.00 refund. Someone will be in contact with you shortly to gather necessary details and issue a refund check.
Thank you for your patience as we work to resolve these open issues.
Kind Regards,
WASH
Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They have machines at my apartment complex. Ive been here about a year and a half. In the time Ive lived here their machines have broken down on numerous occasions. Many of which resulted in me losing money. There is no way to contact them by phone. I started keeping track of the money I lost. As of now Im at about $10. I know $10 isnt a lot but it is to me as a single parent working full time. *** reached out to them about refunds and I get no response. The last time I did on June 3rd all I got was an email stating they would send a technician to fix a machine. The machine wasnt broken at that time. Still I got a follow up email later only stating that they sent a technician and the machine was fixed. Again what machine? I sent a complaint about a refund and they sent a technician to fix a machine that wasnt broken. One time I sent a complaint about the dryer smelling like it was burning. It took them weeks to send someone out. The dryer has been packed with lint (beyond the reach of the lint trap) but was visible when the lint trap was removed. They do not keep these machines maintained within the realm of our safety as impacted lint can cause a fire. Eventually they did come clean it all out but again it took a few weeks. And when I complained about lost money they ignore me. Something needs to be done here.Business response
07/22/2024
We apologize for the inconvenience caused by the machine issues; we understand the impact this has had on you, and we are doing our best to address the issues as quickly as possible.
Your contact information and refund request details has been shared with our support team. They will be in contact to gather the necessary details to process your refund as quickly as possible.
Thank you for understanding and patience. If you have any questions or concerns in the meantime, please feel to contact us directly ************.
Kind Regards,
WASHCustomer response
07/24/2024
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. If I do not receive the refund within the time frame the company has given me then I will be contacting BBB again. Thank you.
Sincerely,
******* PurchaseInitial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We live in a condo and this company services the washer and dryer for the building. The dryer has been out about two weeks. They keep telling us that it will be three days before they can someone out.Business response
07/15/2024
To whom it may concern, we sincerely apologize for the inconvenience has caused and the delay in resolving your issue.
According to our location service records, all work orders have been closed out, and the most recent was closed out on 7/12/24. According to the notes from the most recent work order, the request was to repair a dryer that was taking funds, but not starting the cycle. Our technician visited the location conducted test cycles and left the machine in working condition on 7/12/24.
If you still experience issues with the machine or others in the room, please give us a call at ************ or visit wash.com/service-request.
Thank you.
Initial Complaint
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I filed a complaint in the past due to the dryers constantly requiring more than 3 runs to dry. After much hassle and effort, I did receive a check for $40. I noticed there were new dryers out in, so I tried again and had just 2 successful loads before a problem with a washer. Due to the previous dryer issues, I am unable to request ANY refunds through the app. The washer did not spin and I had to rewash my clothes. I called for the refund, in which the woman stated the credit would be instant. It wasn't. I went down to the laundry room and the refund still was not credited. I refreshed the app, cleared my cache, signed out and back in 3 times, even deleted the app and redownload, still not refunded. (Picture taken today, at the time of this posting) I've emailed customer service twice, put in a work order for the washer (it was fixed yesterday according to my app), and in another place in their website telling them my refund for the non spinning washer is still pending and still HAS NOT been credited to my account. I just want my $2.25 back guys. My mistake for giving your machines another go. Give me the money I'm owed. I had to rewash the clothes to prevent needing to run the dryer 10 times with sopping wet clothes. Its "only" $2.25 will NOT suffice. Just refund my money for your broken washer ready. Smh. And yes, $2.25, not $2.00, because I did the power cycle, so it was .25 extra. Why do y'all keep doing this to me? I'm a broke grad student. Come on!!!Business response
07/15/2024
Thank you for bringing this matter to our attention. We apologize for the delay in responding to your complaint. It appears that your complaint was routed to a different business profile and was not received by WASH until now. As a result, this complaint was not seen or responded to.
We value your feedback and want to ensure that your concerns are resolved. If you still need assistance with the issue you raised, please respond to this message, and we'd be happy to help.
Again, we apologize for any inconvenience this may have caused and appreciate your understanding.Kind Regards,
WASHInitial Complaint
05/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ive been at my apartment complex for over 2 years, and the third party-communal laundry machines that are provided for us have caused nothing but problems. The company Wash-Connect scams customers out of money by charging for the use of the machine, only to then act as though the wash had just been completed. Providing no service, but quickly accepting the money. And the company itself is INCREDIBLY hard to contact and request a refund, on the refund forms they ask arbitrary questions about the incident and require that you fill out a refund request form for each individual machine and instance of the scammed money. Today alone, *** lost over 10 dollars to this company, yet in the 3 years Ive rented at these apartments Ive lost at least 150 dollars and there is no way to seek reparations for it. The cost of living has never been higher in **********, and companies like Wash-Connect, serve to make that cost even higher through their scamming of customers out of their hard earned money. And I will continue to file complaints until I see a change in their service.Business response
07/15/2024
Thank you for bringing this matter to our attention. We apologize for the delay in responding to your complaint. It appears that your complaint was routed to a different business profile and was not received by WASH until now. As a result, this complaint was not seen or responded to.
We value your feedback and want to ensure that your concerns are resolved. If you still need assistance with the issue you raised, please respond to this message, and we'd be happy to help.
Again, we apologize for any inconvenience this may have caused and appreciate your understanding.
Kind Regards,
WASHInitial Complaint
05/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 30th, my clothes were DAMAGED by Wash Connect Laundrys Dryers. This dryer had no indication that it was broken (zero signage) and so I had no assumption or reason to believe that it was not up to par. Once I used it, my clothes were unfortunately damaged and now unwearable(I will attach an image of one of many damaged clothing items below.) After calling wash connect that very same day, someone came out to view my clothes on May 2nd. It is now almost JUNE with no update on my $218.49 dollars worth of damages PLUS the $1.30 refund for my clothes not being dried. I have called COUNTLESS times for the past couple of weeks, and all that ive contacted have told me the same thing; theyd email this so called service manager and to wait on a response. I have NOT received ANY response or indication of my compensation or refund. I was even transferred during one call to ***************************, who REFUSED to give me information regarding the service manager and insisted that this was all part of a PROCESS. I have been PATIENTLY waiting on my money, and at this point I am SICK AND TIRED.Business response
07/15/2024
Thank you for bringing this matter to our attention. We apologize for the delay in responding to your complaint. It appears that your complaint was routed to a different business profile and was not received by WASH until now. As a result, this complaint was not seen or responded to.
We value your feedback and want to ensure that your concerns are resolved. If you still need assistance with the issue you raised, please respond to this message, and we'd be happy to help.
Again, we apologize for any inconvenience this may have caused and appreciate your understanding.
Kind Regards,
WASHInitial Complaint
05/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 10/25/23 I contacted Wash: I had moved into an apartment building with the Wash laundry system. We are a senior facility and the process of doing laundry is complicated! (And this comes from someone familiar with and comfortable with tech.) My first try out, I had trouble getting a laundry card from the dispenser. Then, I had trouble getting the dryer to accept my card. (I just needed to dry some towels.) The next week, I did my regular laundry and the machines kept taking my money but didnt start and I ended up having to put more money on the card. I ended up putting $40 on the card and, based on the loads I did (I wont get into the still soaking clothes from the washer and that it took three dryer runs to get them decently, but not completely, dry), there should be a balance of $26.00. There is $14.25 left. I requested a refund of $11.75. On 11/1/23, I received an email that they would be sending a physical check to me, which I have never received. I have reached out four more times with no response.Business response
07/15/2024
Thank you for bringing this matter to our attention. We apologize for the delay in responding to your complaint. It appears that your complaint was routed to a different business profile and was not received by WASH until now. As a result, this complaint was not seen or responded to.
We value your feedback and want to ensure that your concerns are resolved. If you still need assistance with the issue you raised, please respond to this message, and we'd be happy to help.
Again, we apologize for any inconvenience this may have caused and appreciate your understanding.
Kind Regards,
WASHCustomer response
07/16/2024
Complaint: 21729076
I am rejecting this response because:There was only acknowledgement of my complaint but nothing to resolve the issue (ie, send the promised refund).
Sincerely,
***********************Business response
07/22/2024
Thank you for your follow up and bringing this to our attention. Again, we apologize for the delay in our previous response.
Your information has been passed along to our support team to issue a refund for lost funds, and gather any additional details required to ensure this matter is properly resolved.
If you have any questions in the meantime, please give us a call ************.
Kind Regards,
WASH
Initial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dear Better Business Bureau,I am reaching out to seek your assistance with a matter concerning Wash *************** which has recently provided unsatisfactory repair services for a clothes dryer at my residence.On 4/23/2024, a technician, by the name of Van from Wash ************** was contracted to address a malfunction with the dryer at my residence. Post-repair, I was assured that the issue had been resolved and that the dryer was fully operational. Regrettably, it has become evident that the dryer remains defective, contradicting the assurances given by the technician.Furthermore, my landlord has been financially impacted by this situation, as they have been billed for the purported repair services that did not rectify the problem. This not only represents a financial loss but also raises concerns about the integrity of the services provided by Wash **************.Despite my efforts to amicably resolve this issue directly with the company, the response has been unsatisfactory, and the problem persists. I am now turning to the BBB for support in addressing this service failure and to help prevent similar experiences for other consumers.I am prepared to supply any additional information or documentation that *** be required to assist in this matter. Your attention to this complaint and any guidance you can provide would be greatly appreciated.Thank you for your time and consideration.Sincerely,*************************/Tenant ************ *****************************************Business response
05/15/2024
We sincerely apologize for the inconvenience and understand your frustrations. Thank you for sharing this information about the unresolved machine issue with us. Our records indicate that a work order was placed for the dryer with ongoing problems on 5/14/2024 (WO-09111725). One of our techs will be out to evaluate the machine and take the necessary steps to ensure it is left in proper working condition as soon as possible.
If you have any questions or concerns in the meantime, feel free to contact us. Thank you for your patience and understanding as we work to diagnose and resolve the issue.
Kind Regards,
WASH
Initial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I live in an apartment building, **********, with card-operated laundry provided by this company, WASH Multifamily Laundry systems. On March 24, 2024, I added $40 to my laundry card. A few days later, it was announced that ********** will be updating all laundry machines, and the laundry cards will no longer work with the new machines. ********** provided a "Refund Kit" from WASH with a prepaid envelope to return the laundry card to WASH to receive a refund. I never received a refund from WASH. When I called WASH, the agent told me it takes 3 months for them to receive the prepaid envelope. She could not explain why it takes 3 months to receive a prepaid, local mail envelope. Furthermore, she stated she could provide a replacement card once the envelope is received. I don't need a replacement card, as the laundry cards no longer work in my building - I need my money back.This company stole my money, is refusing to provide a refund, and these "Refund Kit"s are deceptive to customersBusiness response
05/08/2024
We sincerely apologize for the inconvenience you've experienced regarding the refund process and understand your frustrations. We acknowledge the delay and assure you that your refund will be processed as soon as possible upon receipt of the prepaid envelope. Please accept our apologies for any confusion or inconvenience. Your satisfaction is a priority, and we appreciate your patience and understanding.
Kind Regards,
WASH
Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This business requires an app to download funds onto to use their laundry machines in the apartment complex. Ive added $20 to my account and the company has been actively stealing funds from my account, forcing me to upload a minimum of $10 every time I want to do my laundry. The *** charges on the machines are $2.75. Ive only had four uses of their machines at 2.50 and 2.25. Somehow all those funds have disappeared from my account and the business refuses to refund my money nor respond to requests of refunds. Please penalize and destroy this company. They dont deserve to serve students as they price ***** and steal from students. Ive attached two screenshots that detail all my app transactions. Please feel free to reach out to me to clarify anything if needed.Business response
07/15/2024
Thank you for bringing this matter to our attention. We apologize for the delay in responding to your complaint. It appears that your complaint was routed to a different business profile and was not received by WASH until now. As a result, this complaint was not seen or responded to.
We value your feedback and want to ensure that your concerns are resolved. If you still need assistance with the issue you raised, please respond to this message, and we'd be happy to help.
Again, we apologize for any inconvenience this may have caused and appreciate your understanding.
Kind Regards,
WASHCustomer response
07/19/2024
Complaint: 21636562
I am rejecting this response because:
The business still has not provided a refund for the money lost as designated in the screenshots I submitted. They did not fix the problem at all.
Sincerely,
***********************Business response
07/23/2024
Hello,
Thank you for your response. I have reviewed the screenshots, but there is no information on which transactions you are requesting a refund for. To better assist you, could you please let us know the exact amount of lost funds so we can proceed with your refund request?
Please respond to this message or send an email to ************************************************************** with that information and we'll process your request as soon as possible.
We appreciate your patience and cooperation.
Kind Regards,
WASH
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Customer Complaints Summary
125 total complaints in the last 3 years.
66 complaints closed in the last 12 months.