Complaints

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:11/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Greetings BBB I am ******* ******** and I have been working with ************* Housing Network Of ************* ( ***************************************** Phone ************** Fax ************** ) at this complex as a resident who lives here. Since I have been here at my address ***************************************. An over this last year I have seen the company Jetz only repair one item which was reported by me. During this year period several item's owned by **** are broken and have been broken going on 120 days now. "I wasn't able to access all basements for photos." However I made sure to show the BBB the poor professionalism within this company. I also noticed during times of when **** claimed they are repairing items, they just sat in there truck or had the repair truck here and only walked the complex as if lost looking for a friend. I stopped this morning and seen a Jetz staff on the complex, I kindly asked him about the repairs and rumors of newer washers being added to the complex; I was given the run around and that is why I'm reporting it. I also have added the address of CHN in order for the BBB to isolate this issue in order to get these repair or exchanges had soon.

  Business Response

  Date: 11/25/2024

  Hello,

  I apologize for the issues you are having with our machines. We have had service tech out to ******************** on multiple occasions and currently are showing one machine being down. I have instructed my senior service tech out on 11/25/2024 to look at the machine and get them up and running. Our service techs would not have any knowledge of what machines have been ordered for what properties (this information is for the account managers and branch managers). I suggest not listing to any rumors if you do not here it from your property manager or **** itself. I can assure the service techs are not "just sitting in their vans" they could be attending to other tickets or may be on the phone conducting business. 

  Thank you,

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

  Branch Manager Jetz service

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22525179
  
  I am rejecting this response because:

  I didn't check any other apartment areas but I did go downstairs in my address unit basement and the dryer is still broken; I made sure to show the number of the dryer unit also so you can compare the photos, "That dryer has been broken almost four months now." All **** did was put a new out of order sticker on it and fix the washer machine. I am truly displeased with this company and if it wasn't for my reporting to The BBB all those items would still be out of service at this present moment. So I'm not going to talk jazzy towards Jetz but The BBB seen those photos of Jetz washer at out complex an it looks super unprofessional therefore The BBB knows I'm not capping to them about how the company acts or responds to service calls. #??????????

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

  Business Response

  Date: 12/02/2024

  Hello,

  I had my senior service tech out at 88 & ************** on Monday November 25th and he found that the standpipes for the washers (This is the pipe the drain tube from the washer goes in to remove water from the washer) overflows when the washer drains. This is a property issue **** does not fix the drainpipes, the dryer is getting a motor replaced on it (we have to wait for the part to come in). once we get the motor, we will get the dryer running. 

   

  Thank you 

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

  Branch manager Gahanna, ****

• Initial Complaint

  Date:04/23/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Jetz washing machine keeps breaking down and they dont want to refund my money when their equipment is raggedy. Ive been staying in a apartment building where there washing machines and dryers are and there equipment always breaking down, and then when tenants report it they dont get refunded or they say theyll refund me but they dont. Its the principle, if there equipment is raggedy then they shouldnt be allowed to keep getting paid.

  Business Response

  Date: 04/26/2024

  Hello,

  I am sorry to hear that ********************************* is having issues with our equipment. 

  After investigating the complaint, I found that our certified service technicians were out on the following dates.

  4/23/2024, 3/12/2024, 3/11/2024, 

  On 4/23/2024 the service technician did not find any issues with the machines. Per our policy we do not give refunds if our technicians do not find anything wrong with the machines. Out of good faith we did refund $6.00 to *********************************.

  Jetz makes a priority to make sure all of our equipment is operating continuously. 

  Thank you,

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

  Branch Manager

  Gahanna Ohio

   

• Initial Complaint

  Date:04/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The lied over the phone about the window to cancel the lease renewal. We sent the cancelation request within the period via certified mail as stated in the lease, they refused to sign for it and then stated that they were not notified within the time window and that the lease would auto renew despite our protest and proof that the mail was sent and not signed for on their end.

  Business Response

  Date: 04/22/2024

  This response is from ***************************, Branch Manager for Jetz Service Company, **** in ***********, **, not *************************.  
  Jetz Service Company has been in business since 1966, we are very proud of our organization and operate with honesty and integrity. Accusation that **** lied is disappointing and untrue.  *********** is open 8:00AM 5:00PM Monday - Friday with a receptionist who signs for and receives certified mail on a regular basis.  **** has never refused to sign for or refused to receive any Certified Letter.
  Claims by the complainant are factually incorrect, Jetz will not void its lease rights and the terms of the lease agreement are binging to both parties.  Jetz intends to honor its obligation to the lease agreement and expects the same of its Lessors. 
  BBB is a public forum, **** does not appreciate the slanderous accusations of Jetz lying to its customers and advises the complainant to refrain from any such future comments.  If the Lessor would like to have a rational conversation and refrain from slanderous comments, we are always willing to have constructive communications.

• Initial Complaint

  Date:08/10/2023

  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.

  I contacts Jetz customer ********************** number on the machine as the dryer in our apartment was broken. Management put in a service request and after they serviced the machine it was still broken. When i called the lady on the phone said she would ****** my account as i paid over $**.00 to dry 2 loads of laundry. ***** later and no ****** so i called back. They then said to request a ****** via the app. The app says i dont have an email set up (which I do) and makes me send an email. The people wjo emailed said they are only able to do a max ****** of 3 and that I have to call **** again for the other ******s. I did another load and the washer gave an error and stopped the wash mid cycle. The clothes was soaking wet and so i was forced to dry the clothes in order to take it elsewhere to wash and dry them as i cant transport literally soaking dirty wet clothes without making a mess in my car. Payrange email people again say they wont ****** even when i sent pictures of the machine error. I am seeking a total ****** of $**.50 due to overpayment due to machine error. I also want them to fix it so i can request a ****** in app in the future if their machine malfunctions as i have an email set up and it says i dont. On 7/13/23 I used dryer #** $1.75 a total of 4 times to dry a single load of laundry because though they claimed to have fixed the machine, they did not and came a second time to actually fix it finally.On 8/1/23 i used washer #** $2.00 and got an error mid wash, it was full of water that drained when i opened the lid. I then had to used Dry #** $1.75 twice (after 1 dry it was still soaking wet) to somewhat dry my soaking wet still dirty clothes so i could take it to the laundry mat and rewash and dry it. **** says to contact Payrange for ******, Payrange says to contact ****. I dont have time for these games i work 10hr days.

  Business Response

  Date: 08/11/2023

  Complaint # ******** We Received this complaint from are ******* office sent to ************************* our Account Rep. *** complaint is for a location in ***************, **. I have responded to ********************* complaint the problem was not with the equipment it was a utility problem with the building we have since resolved the problems with the apartment ****************** and refunded ****** her refund amount. We have also gone back to the apartment complex and rechecked the equipment and utilities make certain everything is operating properly.                                                                                                                                                                                                                                                                                                                                                      Thank you, ********************;  Branch Manager  Jetz Service Co. *************** Branch 

   

                              

                                    

• Initial Complaint

  Date:05/15/2023

  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.

  My name is *************************** and I'm a tenant with ****************, address **********************************************************************************************'m sending this email regarding to a refund I was supposed to receive from Jetz Services in now in the amount of $85. Jetz Services is a laundry vendor my apartment complex uses for us tenants to do laundry in our building. We have to load money into the vending machine to add value to our laundry card, but for some odd reason the machine has been taking the money without the value being added. I have 4 incidents that I reported since February and nothing has been done to resolve the issues and get my money back. On February 17th I went into the office at ********* Square to load $20 to my laundry card (#*******) but the machine got jammed and my money got stuck. I reported this to the front desk receptionist and was told to come back on February 24, 2023 to receive the $20 back. On February 24th I came back into the office and was given a new card (#*******) to try, but still no refund. I proceeded to add $25 dollars the machine took the money again without loading the value to the card. The receptionist stated she would contact me back when the vendor comes in to get my refund and took all my information down again. It has been over 30 days no refund or no update. On today May 15, 2023 I goes into the office to see about my $45 refund, I was given a 3rd card and was told the machine was fine, and that everything should work. my $20 gets stuck again, I was given a new card, and I was told to use the app to load the money instead. I add $20 on the app to my 3rd new card which # (0006212-110) still doesn't work when I tried to use it at the laundry facility in my building. So now it's $85 total that I'm requesting an immediate refund for. This has been on-going since February, over 30 days now with still no resolutions and no refund. So please assist on my refund of $85.00 I really need help getting this issue resolved immediately. Thank you

  Business Response

  Date: 05/19/2023

  Jetz is attempting to resolve this issue.  We are currently receiving additional information from our liaison at the property to sort this out.  We will also try to contact ******************** directly, we believe that many of the issues are related to user error, so we believe it would be beneficial to schedule a meeting with her to go over the steps required to ensure her transactions go through in the future.  For example, ******************** claims that she loaded value on-line through our website.  if so, that is only for code-based stations, which this property does not have and is not on the written instructions that we have provided to load value.  We are not aware of any other difficulties that other residents may be experiencing to the extent that ******************** is.

• Initial Complaint

  Date:02/04/2023

  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.

  Good Day, my complaint is for the washers/dryers we have in this Senior Building **************************************** we have had these new washer/dryers installed in December. There are 8 Dryers only 2 are working.We don't know if it's the building but I truly believe it's the company. They have not resolved this in 2 months.We need help asap this is a Senior Building people in their 70s,80s needing laundry service.Here is a photo of the dryers. They are suppose to be Brand New.

  Business Response

  Date: 02/06/2023

  We have been out to service and check the dryers several times.  The last call we disconnected the dryers from the buildings venting system and tested the dryers.  The dryers heat, cycle and blow correctly when they are not connected to the buildings venting system which would lead us to believe there is an issue with the buildings venting system.  The building has also been trying to resolve this issue, and had a company come out and clean the vents, but apparently there is still an issue?  Perhaps where the vents exhaust to the outside, needs to be addressed, since it is a large louvered opening, air could be coming into the vent trunk line and causing back pressure to the system?

• Initial Complaint

  Date:01/14/2023

  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.

  Jetz added 10 years on to a service contract we have with them for the replacement of 8 electric dryers for 8 gas dryers. We also have 8 washers at this location that were not replaced. The contract states that if 1/2 of the original equipment is replaced, the original term of 10 years is extended. It then states however, at least one washer & one dryer must be installed. Since we did not have any washers installed the term would not be extended.

  Business Response

  Date: 01/16/2023

  The section of the lease that the customer is referring too talks about two different things:  the installation of equipment and the replacement of equipment. 

  The language: "Lessee must install one washer and one dryer" is only applicable to the installation of equipment. "The type,style, and quantity of equipment installed shall be at the sole discretion of the Lessee, provided however, that Lessee must install at least one washer and one dryer."   

  It does not apply to the replacement of equipment.  "In the event Lessor requests the replacement of at least fifty percent or more of Lessee's laundry equipment during any term of this lease, Lessee may replace said equipment.  The initial term and subsequent terms, if any, of this Lease shall then be extended for a period of time equal to the initial term."

  In 2021, the customer submitted a request in writing, asking Jetz to replace all the electric dryers with gas dryers.  Jetz replaced all the equipment as requested.  Since this property has an equal number of washers and dryers, the lease was therefore extended for a term equal to the initial term.  Jetz assumed all the upfront costs of this request including:  the cost of the equipment, delivery, and installation.  This provision was intended to ensure we are able to recover those cost.  

  We have offered to provide the customer with a proposal offering more favorable terms and new equipment.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18813389
  
  I am rejecting this response because:  The language of the contract for #6 is for the installation AND replacement.  It does not break down the two.  Therefore because one washer was not also replaced along with the dryers, the term is not extended.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/19/2023

  Unfortunately, the customer is misinterpreting the lease language.  It would be best for him to check with his attorney for clarification in this matter.

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18813389
  
  I am rejecting this response because: We have checked with our attorney.  The lease very clearly states for the lease to be extended at least one washer must be installed.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/28/2022

  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.

  Washing machine still not working and it has been a week ago I notified them.

  Business Response

  Date: 08/09/2022

  I spoke with ******************* our Branch Manager who is responsible for serivce in this area.  The delay in response was due to employee(s) wiht Covid-19 Issues that prevented us from responding in a timely manner. 

  ***** has been in contact with the customer and plans to change out the washer tomrrow.

  *******