ComplaintsforSplash 'Em Out Coin Laundry

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction took place on March 15, 2024 around 3:00 p.m. I came to use their services to wash two bedspreads. The washer machine requires a (new) card to use service. I did not have a card. Therefore, I needed to get a new card. I feel as a customer you should be aware of a business charges upfront. There is a statement if you do not have a card to wash or dry you need a card. It's just as easy to say a new card cost $1.00. I found out after the fact when I obtained the card and my balance was $9.00 Also, the business has additional charges for using the washer machine that is deducted from your card. As a customer, CHARGES should be POSTED. I think this is deceptive. I immediately asked for a refund twice BEFORE I even used the card. I was not willing to pay the $1.00 fee. Nevertheless, the person on duty said no. I was charge an additional $0.50 for another service I wasn't aware of. The business should not have hidden fees for customer to pay. I want the business to post all their fees for other new and all customers in the future.

  Business response

  03/19/2024

  First and foremost, there are signs indicating that a laundry card will cost 1.00, but if you put in 20 dollars there is a 2 dollar bonus.  Meaning that the card would be free and you would get 1 dollar added to your card extra.  There is absolutely no additional charges to use any washing machine what-so-ever.  I would like to know where this upcharge is, because there is not?  You stated that you were washing 2 blankets, and I don't see any way you would wash those blankets for less than 20 dollars?  Did you just overstuff your blankets in our washer risking damages to our machine?  Furthermore, this is the first i have had a complaint from this person, and did not receive a call, and or did this person get assistance from our attendant on duty.  As far as we are concerned, this is case closed, as this person can go to another laundry in town.  By the way, they will be very disappointed, as we have the cheapest machines in the area.  

  Customer response

  03/20/2024

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

  The screen clearly indicated a new card is required if you do not have a card.  My question is, why customers are not aware of the $1.00 charge before accessing the machine?  Yes, I spoke with the person on duty.  The gentleman refused to give me a refund so I could go somewhere else.  He refused.  I didn't want to waste an additional $9.00 to go somewhere else.  I wanted to leave after I immediately realize the $1.00 was charged after the fact.  The attendant could have just as easily gave me a refund to leave because that's exactly what I wanted to do.  I was a paying customer, I think it is very RUDE of you to address me in this manner.  I wasn't asking for anything unreasonable.  There was older white female in the laundry who told me the business charges additional fees if you select different option on the washer machine. I was charged an additional $0.50.  This was my first time in the facility in over two years.  I don't know your policy or fees unless they are posted. 

  When you look at the screen to get a new card, WHY ISN'T THE $1.00 FEE POSTED.  If it was posted BEFORE you even access the machine, I would have immediately left the premises. 

  I did not abuse your equipment.  I washed bedspread that were less than 40 pounds!!!  You are very unprofessional to be in business to service customers.  

  I do not have any pictures as evidence.  I didn't  think about that at the time.

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

  Business response

  03/21/2024

  I'm not wasting my time with this excustomer any further!! On the kiosk it clearly states that the card is 1 dollar!! Furthermore you could have used quarters if u didn't want to use a card! I have no idea what you are referring to about a .50 charge???? We have been in business for 20+ years and have never had a complaint as such! It's obvious this ex customer is misinformed. Please take your business and complaints elsewhere!
  

  Customer response

  03/26/2024

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

  Take a look at the pictures and website.  I understand (the person) is explaining to individuals but clearly explain the services at Splash Em.  You do not take coins.  You must use a laundry card from the kiosk.  You must understand I wanted to go somewhere else once I realized I was charged $1.00.  The Attendant decline and refused to give me my $10.00 back.  That would be a reasonable customer service.  My goal wasn't to complain.  I thought it was unfair and unreasonable for me to lose $10.  I didn't and do not believe in verbal/hostile confrontations.  I handled the matter well and accepted the Attendant's response eventhough I disagreed.  You mentioned that the owners ......hold their customer's satisfaction in the highest regards.  This matter isn't

  When you FIRST look at the kiosk it clearly states a card is necessary.  It should also clearly state the card cost $1.00 when you first look at it.  Not when you are accessing the kiosk.  That would have/be very beneficial to me and other customers.  

  Also, there are several wash options for example extra rinse (if I recall) you must pay extra for the extra selections.  You must understand I'm a new customers.  Your service is not the same 2 years ago. I would like for your charges to be posted for all to see and be informed.  I apologize if this is upsetting you.  You have an amazing business.  I WISHED the Attendant would have given my $10.00 back.  I also wished your charges were posted.

  I know it may be hard to understand, think about me as a new customer  View it from my point of view.  Thanks for your understanding.

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

  Business response

  03/28/2024

  This is a total waste of my time, but i will respond once more.  Again, you can get a full wash for the price listed.  Wow, there is a bonus if you would like to wash your clothes for an extra wash at only 50 cents.  This is offered nowhere and is a service that our customers absolutely love and thank us for.  Thanks to this complaint, i will now take the extra wash away, and or charge the same price as the machine if they want this extra wash that was so little.  Thats us giving back, and this person is slapping a gift horse in the face.  She should turn around and she would have noticed the change machine in which she could have used quarters to do her wash as well.  Don't purchase a card, i suppose i should eat that cost as well.  Please never ever come to our laundromat again.  You are officially banned from Splash Em Out Laundromats'. Good luck finding any laudromat cheaper than ours.  

  Customer response

  04/04/2024

  
  ********** ********
  
  I am rejecting this response because:  I understand my complaint has been frustrating.  You are refusing to understand I am a new customer.  I haven't used your services in two years since it has been updated.  Can you admit it would have been considerate for the Attendant to just offer a refund?  I asked twice.  You can not use coins.  The Attendant could have refunded the $1.00 and offer me coins to use your services if that is the case.  Can you also admit your charges are not posted?  I have been treated with such disrespect as a customer.  Your responses have demonstrated you do not value all customer.  The matter has been enlightening and very disappointing how you feel about me as a customer.  It would have just been nice for you to offer an apology.  Can you admit the Attendant could have handled the matter differently and offer me an apology?

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

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Laundromat offers same day wash and fold services. I have experienced issues with employees who simply do not care previously, but today I hit my limit. I dropped my laundry off for wash and fold at 11:30am. Employee says “today or tomorrow.” I said “today please.” She said ok and asked me to write my name and phone number on paper. Why? They have a computer. But whatever, I did so. An hour later I receive a text. “The person in charge of washing laundry won’t be in until 5pm, please come tomorrow.” I pay the additional 30 cents a pound for same day. I work 3 jobs. I cannot come back tomorrow. So now they have my laundry and I’m just hoping it’ll be done tonight, I did respond and tell her I needed it today. How are you hiring people who take personal information in an insecure manner, then they work wash and fold but don’t wash laundry? This is false advertisement and just absurd.

  Business response

  12/18/2023

  *** ***** did receive her clothes the same day.  She was not charged until pickup.  Also, she gave a tip and wrote merry Christmas on the receipt.  This doesn't sound like a customer who had a problem?  This person harasses our customers, and our employees, and is officially banned from coming in to any Splash Em Out Laundromat here forth.  Our computer was down and this is why we hand wrote her name and phone number.  When the system came back up everything went as smooth as always.  This case is closed, and I will not waste my time with this any further.  Some people work so hard to try to get something free, and this is what she is trying to do.  

  Customer response

  12/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  This is not the case. I have never harassed anyone at the laundromat. I drop off, leave, and pick up. This company has repeatedly humiliated me. I submitted the evidence of someone telling me that same day was not possible. The girl on night shift has taken good care of me, so I took care of her. She went out of her way to make same day happen AFTER I complained.

  Sincerely,
  
  **** *****

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