ComplaintsforJetz Service Company, Inc.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jetz is the company who has the washer and dryer machines in our building. They do not work properly, and they don’t respond to requests to fix them, atleast in my experience. On 3 separate occasions,I’ve had issues with their machines and requested a refund and they deleted the request. My issue with the first time I requested a refund is because my clothes went through the entire wash cycle and when it was over, my clothes were sitting in a washer full of water and it wasn’t even half way full so it wasn’t overloaded. The second time I requested a refund, my clothes went through an entire dry cycle and when it was over, my clothes were still wet. The dryer wasn’t full, and I had to dry them an additional 2 hours for them to be dry when it should’ve been dry after the first cycle. the third time I requested a refund, I had $12.75 on my account. I started the cycle and nothing happened, I started it again and it worked But it said I still had $10.75 left on my account. When I checked it only had $7.75. I reached out to the company who swears nothing is wrong with their machines and refuse to give me my money back. Someone else’s do Contacted me yesterday and at this time I had $3.75 on my account. **** ******** said she refunded $2.75 which should make my account have $6.50 but it still shows $3.76. Their machines are faulty and they are ripping people off. The little money they’ve taken from me doesn’t matter to them but it matters to me. I lost my job and can’t afford to be getting ripped off by these people.

  Business response

  03/29/2024

  To address the comment about Jetz not responding to service requests, we currently have zero open calls at the **** ******* apartments and every call this year has been responded to within three business days, except one, which was five business days. 

  Before I explain ******* refund requests I want to explain our refund policy, which is that we must find where our machine malfunctioned before we provide a refund. We send a service technician to that specific machine the refund is being requested from to verify machine functionality. If the machine functions correctly, we do not provide refunds. If we find a service issue with the machine, we then provide a refund to the customer.

  Regarding the "deleted" refunds, ***** has been in contact with our office staff here in Topeka regarding her requested refunds and we have explained to ***** why we did or did not provide her requested refunds. I have sent ***** an email to please call me so I can explain what she is seeing on her app that is making her believe that we “deleted” her requests, but she has not called me to provide me that opportunity. I would have called her instead of emailing her, but she left a digit off her phone number in her complaint information. The "Deleted by Admin" she is seeing is because after we investigate a refund request that has been submitted through the app, and finalize that request, it is “deleted” from our refund portal in order for us to know we have completed that particular refund request. What ***** is seeing on her app is “Deleted by Admin,” which is us removing the request from our refund portal because we have finalized that refund, not deleting the request for funds from her app. The Refund History ***** provided show three refunds that were finalized on the ******* website (hence show “Deleted by Admin”). The 10/30/23 refund request was denied because the app did not deduct an additional $2.00 as she stated, and the spreadsheet snapshot **** provided showed this (****** reply to ***** is in red). The refund request for 11/18/23 was denied because our service technician found no mechanical malfunction with the machine, which is our refund policy; however, after **** reviewed the account again on 3/25/24 and saw the dryer run back-to-back twice, she did refund $2.75 to *****, which is more than the $2.00 ***** requested. This is all verified in the attached email from **** to ***** in the blue screenshot on 3/25/24, and again in the green screenshot in the same email thread, but on 3/27/24. *****'s refund request on 2/14/24 was also denied due to our service technician finding no mechanical malfunction with the machine, per our refund policy.

  I also want to share that we have had no other service calls for the machine(s) ***** has requested refunds for, meaning no other residents have alerted us to any machine malfunctions that mirror the issues ***** has brought to our attention. All of *****'s refund requests have been appropriately handled and explained to *****. 
  

   

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The washer for Jets has been nothing but a problem for the last 2 years at ******* **** ******* **** ** ****. I have made many calls and repair requests. Its going on almost 2 months now. They have came out 3 times at least. Still saying parts on order. 2nd time they came out they left water in the washer. Called the same day they left water in the washer. 8 days later they came back to drain the water in the washer. No repairs or updates on the washer. When your call Jetz they have no updates. Ask for mgr to call back no callbacks. We need a new washer in our building asap. We are going to make other complaints to different places and the city. It's unsafe to have this going on for 2 yrs.

  Business response

  02/25/2023

  Jetz sincerely cares about our customer’s experience and perception with the service that we provide; unfortunately, due to staffing issues, unusually high call volume, and the severe weather ******** has encountered recently, we are running farther behind than normal with our service calls.  We thoroughly understand the impact that this has on the lives of our customers.
    We received a service call on January 16, 2023, regarding a washer full of water at *** ******* **** apartments located at **** ** ****** **** ** *****. We dispatched a service technician on January 23rd to inspect washer #***** who found that the machine had been tampered with. He found screws were missing from the console and wires had been cut to the control board which is what was keeping the machine from functioning correctly. Because of this vandalism, we scheduled to have this machine changed out, and before we could accomplish the change-out, we received another call on Feb. 15 stating that the tech that there didn’t drain the water from the machine when he was there. We dispatched another service technician on January 17thto drain the water from the washer, who also confirmed that the machine had been tampered with.
    On Feb. 23rd, I spoke to this customer and explained that the machine was scheduled to be changed out and that the cause of the machine not working was vandalism. We have this change out planned for Wednesday, March 1st.

  Customer response

  03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: the address is **** not ****. I called Jan 5th due to an error code on the washer. Im the one that reported the screws off. It wasnt full of water until they came out the 2nd time when they were here. The wires were not cut at then time I called in January. Why would it show an error code and how did get  water in the washer if the washer's wires were cut? ********** *** ****** It tooks weeks to figure out the wires were cut?? It doesnt make sense. I was told that Feb 17th a machine was ordered when I called. Its March 1st. That washer has been issue for 2 yrs. No one from Jetz checks these machines. Calling the residents liars to ** ***** is a lie. We are the ones reporting issues and giving Jetz our money. Disgusted by Jetz. Story after story and it never matches up with ******* **** ******* staff.
  
  Sincerely,
  
  Marlena ******

  Business response

  03/09/2023

  This machine was changed out as promised, and as this resident describes in her latest complaint; however, the washer did not leak as stated. We dispatched our Service Manager to this call who was approached by maintenance who inquired as to why he was there. When the maintenance manager found out it was for this washer he said they were already aware of the water behind the washing machine and it was the floor drain/standpipe leaking (they are connected), not the washer. Phil spoke with office staff, who signed off on his service ticket that the information was correct. I called Austin, the manager at ******* ****, to discuss the washer, and he confirmed what our service manager stated. He also shared that he had already spoken with this resident and explained to her that this was a building issue, not a washing machine issue. Below is the follow-up email from Austin to me:

  From: Austin ********** <*****************************>
  Sent: Tuesday, March 7, 2023, 3:17 PM
  To: Jason ***** <**********************>; Andrew ********* <**************************>
  Subject: Re: ******* *** ******* **** work orders
  
  [EXTERNAL EMAIL]
  Good Afternoon Jason, 
  
  This email is in regards to our phone conversation this afternoon regarding the  washer in building **** * ***** here at ******* **** *******. I spoke with our maintenance supervisor Lloyd and he did confirm that their was an issue with our floor drain in the laundry room which has been snaked and cleared. We also had your service tech out yesterday for this machine in which he confirmed everything was working correctly as well as our floor drain for the machine. 
  
  Let me know if you need anything else. 
  
  Thanks, 
  
  Austin **********, ****
  Property Manager
  ******* **** *******
  ** ***** ********** *******
  ************

   

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am requesting assistance with getting this particular company to come and fix coin-operated laundry machinery they are contracted to provide and repair, located in my building, as well as machines located in other buildings, located in the same multi-unit complex that have been not working or poorly working since December 19th, 2022. I have called on that date, 12/28/22, 1/19/23 and today, 2/4/23, as per the signage posted in the laundry facility area. We have yet to get this resolved, as I am not the only tenant that has called repeatedly (PRIOR 12/19/22) and yet the only response we get is that it is "first come, first served", yet the company has been able to dispatch a technician ON the 19th of which WITNESSED the poorly operating dryer of my own building, yet claimed he wasn't "trained to repair the machines" but was able to electronically calibrate said machines to CHARGE MORE in quarters for their use. They have also since dispatched a technician to COLLECT all monies from all machines as of last month. I also know that the Manager of our property maintenance department, Chad *******, has personally called there service and talked to them about repairing all machines to no result. As of this date we have not had anyone come from their company and even inspect any of the machines currently needing repair and/or general maintenance. I am very confident that whatever monetary charge the property management company is required to pay isn't adjusted to any broken-down machines and so therefore, Jetz Service continues to make a profit off of defective items that they have contracted with ******* ******** for payment to provide equipment and repair of said equipment, directly violating any terms of agreement while we, * ******* ** *** ****** ********, go without the use of promised equipment and honestly taken advantage of due to none of us being financially capable of taking any form of potential legal action if there was any to be taken.

  Business response

  02/09/2023

  Jetz sincerely cares about our customer's experience and perception with the service that we provide; unfortunately, due to staffing issues, unusually high call volume, the holidays, and the severe subzero temperatures that ******** has encountered, we did fall behind in our service calls. We understand the impact that this has on the lives of our customers, and after speaking with this customer, we dispatched two technicians ** ******** ** on February 8th to inspect and repair any machine issues at the ******* ****** ********* complex. Repairs were made to the machines listed in this complaint as well as other machines provided to us during a phone call with this customer. Our service technicians testing all other machines on property to ensure proper functionality and made any repairs as needed. All machines at this location were tested twice to make sure that we did not miss anything. We have emailed this customer to let them know that all of the machines were functioning properly when our service technicians left the property and to call us if we can be of any further assistance.

  Customer response

  02/10/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Upon talking to corporate and the ***** office manager about the initial complaint, what was being told to me whenever I called their service line and the fact that some unforseen circumstances would cause some delay, the length of time was in fact unacceptable. They were prompt in getting the appropriate staff to come the following day along with extra equipment if needed and did in fact repair all broke down machines for the entire property, not just in my building with a great deal of communication with me about what was done and numbers to try and alternately call in the future if we run into problems of delayed repairs in the future that go beyond reasonable justification. They were very courteous and showed great concerns about the complaint, taking the needed steps to fully address all machines needing repairs or general maintenance.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in an apartment complex that offers washing machines and dryers for tenant use. The last time the washer and dryers were not broken and available for use was November 22nd, 2022. I have called the business several times to try to get them fixed and the phone is always answered by an answering service that tells me a message will be passed on to the business. I have also emailed the business directly. More than a month later the washer and dryers are still broken. These machines require you to load money onto an app to pay for using them, I have loaded what I consider to be a substantial amount of money onto the app that I cannot use to clean my clothes because the machines are not working. I would just like the machines to be fixed so they can be used. I work days and prefer to be contacted by email that I have provided.

  Business response

  01/23/2023

  Business Response /* (1000, 5, 2022/12/29) */ There is no information in this complaint that would allow us to look in to this matter further. I would as that I be given the name and address of the apartment complex in question so that I can review the service logs and see what is going on at this property. It will be very difficult to resolve this issue with out the proper information. We do our best to provide service to our customers as quickly as possible, however this particular machine could be waiting on parts or a myriad of other things. I would need the machine number, and address at the very least in order to look into this further. Also if you would be able to provide your name and or phone number I could look into the tickets that were placed for each call, to see if there is an issue with our answering service that we use. I assure you that we do not want your machine down for any longer than it has to be. Consumer Response /* (3000, 8, 2023/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Something maybe wrong with this business answering service because the calls were made as stated in my initial complaint. I do not make a habit of complaining which is why it took this long to contact the BBB, I was waiting for Jetz to complete the service calls request that I had made. As of today, January 6th the dryers still are not working. The machine numbers are ****** & ****** located at *********, the apartment complex is named ********************, this information was supplied when I contacted and spoke to the answering service for Jetz. While Jetz is expecting its customers to be understand of possible staffing issues, weather delays and holidays this business is clearly not understanding their obligations to provide a service to their customers. It is very inconvenient for us to load up dirty clothes, haul it to the car in below freezing temperatures, take the clothes to a laundromat where we have to pay 3x as much to get our clothes cleared and then haul it all back to our apartments and to continue to have to do this for this amount of time is unreasonable. Business Response /* (4000, 10, 2023/01/11) */ Jetz sincerely cares about our customer's experience and perception with the service that we provide. Responding to your comments received on January 6th, 2023 to the BBB, we dispatched out one of our Service Managers along with the ***** Branch Manager to take a look specifically at the 2 dryers (#****** & #******) in your building. This was done on January 10th, 2023. Upon arrival, we did notice that all of the machines in building "*************" were in operation and able to accept card and electronic payment. The washer tested in good working order and functioning as designed. After inspecting the two (2) aforementioned dryers, we did notice a restriction in airflow from the back of the dryer to the exterior of the building. We removed a small amount of lint build-up from inside the dryers and noticed a lot of lint in the dryer vents leading to the exterior of the building. Therefore, we contacted the property maintenance and had them deep clean the dryer vents from the outside all of the way to the back of the dryers. Blockage or build-up of lint in a dryer vent can vastly hinder the airflow and effectiveness of the machine' drying ability. After reassembling the machine and the maintenance person was finished cleaning out the dryer vents to the outside of the building, we retested the dryers and a tremendous amount of airflow was restored to both machines. We ran a few tests on each machine and both dryers tested as they should. Again, we apologize for this inconvenience but, it appears as if we have identified and removed the issue (i.e. - lint buildup) causing the drying issues.

*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. ↩