Complaints

• Initial Complaint

  11/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov 22nd at 8pm, I drove to building 12 where there is a Top Spin machine to add money to my laundry card at ***************** in **. The card read it had $7 and some change and then asked for money to be inserted. I inserted a $20 bill and went it went add a credit, the machine said there was a card error. After that the card was returned to me but not the money. I put the card back in hoping it would have added the money to the card. The machine kept saying there was a card error. The complex has cameras and one points to the machine so I will ask Millbrook to provide footage. Also, if you reconcile the machine you will see the additional $20 that is not accounted ******, I left and drove to the next Top Spins machine to add money at building 6. That machine was able to read my card and it showed that the $20 was not added which was very frustrating. But since I need to wash clothes, I add $20 to the card since I was planning on adding a total of $40 to the card.I am seeking a refund for the $20.

  Business response

  11/23/2024

  There really was no reason to involve the Better Business Bureau in a situation like this that could be resolved easily. ************** particularly like the one at building 12 which is outdoor, do occasionally have problems. We always address these problems. I will reach out to this woman and arrange for a refund. 

   

  Customer response

  11/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** *******

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this complaint as a resident of a property managed by ******************, located in **************. The rental company has a contract with *****************. **** customers has given Top Spin 1 star ratings. They are a horrible company to deal with - complaints get filed through their website and the complaints are ignored. I am in my 4th year as a resident. The washing machines have never been updated since the location was opened - which is approximately 10 years. The washing machines are old - have awful spins. And the water damage underneath the machines is awful. Dirty. There are 4 washing machines. 1 machine has been broken for 6 weeks. Complaints have been made. Nothing was done. I understand the company was here and said the machine is fine. This machine has leaked a lot in the past. Lots of water damage. Please investigate. Thanks so much.

  Business response

  10/07/2024

  We categorically refute that the machines at that complex are in need of replacement and that any machine has been out of service for 6 weeks.  We visit the complex regularly, including last week when everything was operational and again yesterday after receiving a call that there was a machine that had a 'broken' sign on it.  We ran the machine through ALL of its cycles, started the machine with quarters to make sure that there was no problem with the coin chutes, and videotaped the operation of the machine.  It had no issues.  As to the age of the machines, that's mostly irrelevant because commercial machines are designed to last 15 years or longer with proper maintenance.  Finally, we respond to online filings by residents and return phone calls if asked for a call.  Most of the time we just use those calls and filings to schedule our maintenance teams to respond within 24-48 hours .  Finally, as to a YELP rating...let's be honest...nobody goes online to praise a supplier.  We've would attach a video of the machine operating as it should, but the video is 16MB which exceeds the limit of this site. It was taken yesterday afternoon. I'll be happy to email it directly to the complainant.

  Customer response

  11/07/2024

  
  Complaint: 22389842
  
  I am rejecting this response because:  The response was unrealistic as the owner doesnt live in the building I live in.  I know of numerous residents who have complained in the past, including myself.   Can I prove it?   Probably not.  Sorry but I do not believe one word of his response.  I find it egotistical and certainly, self serving.   A simple response of - we will try to do better- or - sorry you feel the way you do - would have helped.   My feeling is that he is trying to maintain his contract with Garden Communities.   It is all about money.  
  
  
  
  Regards,
  
  ***** *********

  Business response

  11/07/2024

  Sorry you continue to feel this way. We  we will continue to do our best to service the complex as requests are submitted. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We live at ********************* in ******. Most of the people are elderly and disabled. Topspin owns the washing machine and dryers in our building 6. We have complained about the washers and dryers for more than a year. The dryer has been not working since last year. They dont come often to take out the quarters out of the one dryer that barely works. Recently about a month ago they came out and put two used washers and one dryer. The dryer and washer are still not connected. We have made a number of complaints to ***************** and the main company continental properties. They have reached out to Topspin and finally got them to bring in a dryer and two washing machines. We only have one machine and one dryer working with over 25 families living in our building and again most use walkers, canes who cannot go out to wash their clothes. We need help. Someone that can help resolve this matters.

  Business response

  08/13/2024

  We are very respectful and attendant to the needs of the seniors at this property and actually replaced machines, not because it was requested, but because we thought it was the right thing to do.  We recognize that these are seniors and that many do not have the ability to drive away from the property in order to do laundry.  

  Part of the challenge with this property IS that the machines are coin operated, something we have to do because a large percentage of the residents do not have smart phones and therefore, we can't use a more modern alternative that we provide elsewhere through an app.  More often the situation is that someone has put in a nickel or a Canadian quarter; not that the coin boxes are full, although that has certainly happened on occasion.

  The machines we installed were not 'used' machines...we put in 6 new washing machines and we replaced a dryer with another dryer that we already owned.  The dryer had received complaints continuously from one or two residents, but every time we tested it, it heated and ran fine.  Nonetheless, we changed it.

  As for the washing machines, they were from a different manufacturer and needed a different kind of coin chute that we, unfortunately, had to order.  Those have all been handled and the machines are running properly.

  We have also spoken regularly to Management so that they were aware of the situation.

  Customer response

  08/13/2024

  
  Complaint: 22085576
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I live in the ************ Village apartments and the washers and dryers in many laundry rooms dont work. No matter how many times residents reach out to the company, no one comes to fix the washers and dryers. My closest laundry room now has 1 working dryer out of 4 and 3 working washers out of 4. If I go to other laundry rooms, its a similar experience. I was going to email the company and their website doesnt have a proper form to file a service request or a complaint unless youre asking for a refund for the washer/dryer. I dont own these machines but its unacceptable at this point that residents dont have proper working laundry rooms and little to no way to contact Top Spin Systems. In the event that anyone was able to contact the company, Ive seen many sticky notes on washers and dryers saying the date they contacted the company and noting the issue still hasnt been resolved after months. Top Spin Systems needs to do better and address these issues.

  Business response

  01/26/2024

  We walk through all rooms weekly and make timely repairs.

  We have an easy to follow customer service portal and a service telephone #: ************.

  Not sure if this tenant is referring to ************************. If so, all machines were working yesterday.

  My guess is that this tenant has a problem with his or her card. If the tenant is not able to reach us through email

  I would suggest they call our service number. The call will be returned the same day.

  Management,

  Topspin Systems

  Customer response

  01/27/2024

  
  Complaint: 21200698
  
  I am rejecting this response because:
  The machines dont work, it has nothing to do with the cards. The machines need repairs. This is not ************************, this is another complex. One washer leaks water all over the floor when you use it and the dryers dont dry the clothes. Someone from the company should repair these. These are ongoing issues that never get resolved no matter how many times someone calls. And the Top Spin Systems website doesnt have a portal for customer service or a proper way through their website to file a complaint or request a service. I already tried that as stated in my previous complaint.
  
  
  Regards,
  
  *********************

  Business response

  02/02/2024

  How can we possibly be expected to look into a report of machines being out of order when the tenant doesn't tell us the complex that he or she lives in?!

  We send techs out within 24 hours of a report being logged, either on our website (www.topspinsystems.com) or by phone **************.

  If this tenant would like make a repair they have to let us know what complex they live in and the laundry room they used. Specific information regarding

  a machine's malfunction is also helpful to receive.
  
  Topspin Systems

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My apartment complex, **************** Communities in ***********, uses Topspin Systems as the sole company for the washing machines and dryers that are sporadically placed throughout the complex in the various laundry rooms accessible to residents. For many months now, the washers and dryers in building 54 (and other buildings) have either been out of service, do not work entirely or do not wash or dry clothes properly. I use building ****************************************************************************************************************** that room. I then venture to other laundry rooms in the complex and they are having the same issue. I have even come across machines with standing water in them, which is a health issue. Myself and my neighbors, have literally gotten into fights with fellow neighbors as we all scramble to get our clothes into the few machines that actually work. Complaints have been filed with ********* Management as well as Topspin and nothing is being done. At this point, new machines or a new company is needed for the whole complex. Residents have laundry to do, whether it's every day laundry, to wash mandatory work uniforms like those for emergency personnel, etc. There is no reason why machines should be breaking every couple months. I have been frustrated for many months and now I am taking action here because I am unsure what else to do. I appreciate any effort Topspin puts into fixing the machines, especially in building 54.

  Business response

  01/23/2024

  ******************;

  The situation that the tenants of ********* have had to endure for the last several years has been horrific. During the height of the pandemic we invested nearly $150,000 in Maytag equipment. The washers have been problematic for at least two years. I deeply regret the inconvenience you have suffered.

  While we have worked tirelessly to remedy this situation, finding an acceptable solution has remained elusive. Therefore, we will be discarding all of the washers-including the many that have not had a problem-and replacing them with new machines. I'm sure this equipment will meet your standards. The order will be placed very soon.

  You have my sincere apologies.

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

  Customer response

  01/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  I appreciate the time and effort put in to getting this problem rectified. 
  
  Regards,
  
  *************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Topspin Systems provides laundry services to apartment communities in **********. The apartment complex I live in, *****************, uses Topspin Systems. Our laundry machines have been malfunctioning/broken for months and no one has come to fix them. Currently we have 1 of 4 washers working in our laundry room and 2 of 4 dryers working. This is just simply not enough working machines for the amount of people that use this laundry room. We have contacted Topspin Systems multiple times to fix the machines and they have not done anything. On behalf of myself and the other residents, we would like Topspin to do their job and fix our laundry machines so that we can all do our laundry and ensure we have clean clothes.I would appreciate if someone can please contact Topspin Systems and get them to repair the laundry machines in *****************, ***********, **; Laundry room building 54.

  Business response

  01/12/2024

  I am the owner of Topspin Systems. I deeply regret the situation you find yourself in. We spent almost $100,000 on equipment three years ago that has faulty electronic components. We are getting close to solving these problems, either by replacing the electronic components in all of the machines or scrapping them entirely. Please let us know what laundry room you are using.

  Again, I deeply regret the inconvenience you are experiencing.

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

  Owner

  Topspin Systems

• Initial Complaint

  12/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I live at Riverside Village in *************. The card machine has been out of cards for weeks. Tenants are calling top spin and getting no response from them. The leasing office e says its not their problem cause its an outside company

  Business response

  12/17/2023

  We spoke to this client earlier today and explained to her that the problem with the cash machine was resolved earlier in the week.
  We also assured her that we respond to every complaint and return calls left on our service to any one who asks for one-including this

  lady, who we phoned on Sunday morning.
  
  Topspin

  Customer response

  12/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have gone for months with no washers or dryers working. They finally come to fix them and their broken again. They claim its because people are putting foreign coins in the machines but thats a lie! Their response time is a joke! If it were up to me I would take everyone of these washers and dryers out of here and find a different company to service us.

  Business response

  10/27/2023

  This complaint is false.

  If the tenant has issues she is free to contact us.
  We'll be happy to send a technician to meet her in the room and

  go over any issues she may be experiencing.
  
  Topspin Systems

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For over a year, 2 dryers out of 7 have been continuously out of service at the ***************** Apartments Building #6 laundry room. Since the start of 2023, a third dryer has been continuously out of service, and as of today, a fourth dryer is out of service. Within the last 2 months, the laundry room at Building #6 was closed for multiple days due to a dryer fire. The remaining dryers that are in service only partially dry a moderately sized load (less than 3 shirts, 3 pairs of pants, 10 pairs of underwear and 3 pairs of socks) in a single cycle. I have requested reimbursement for second cycles via email with no response received. Additionally, I have attempted to telephone the business with either no answer or a voice mail system that was full and could not accept additional messages. Four of the apartment complex's buildings are supposed to use the subject laundry room, and the laundry room hours were reduced effective 3/25/22 from 8AM-9PM to 8AM-8PM. As I am unable to work from home, I have to compete with other residents to do my laundry. I have been able to successfully wash and dry my clothes in a single day only once in the past 3 months and will not leave my laundry unattended in the laundry room overnight. Top Spin's willful disregard and negligence in maintaining their laundry equipment not only poses a public safety threat but also costs residents additional time and money. It also reflects poorly on the property management company, ********************, as their advertising that the apartment complex provides laundry facilities borders on fraudulent.

  Business response

  04/21/2023

  1. We respond to all complaints lodged by phone or email within 48 hours.

  2. Moderate loads are completed dried on all machines within a cycle. For larger loads, an

  an extra nine minutes can be added for an additional nineteen cents.

  3. Multiple dryers have been out for months due to an inability to get

      control boards-burned out due to overloading-replaced, because of

      a supply shortage. We recently found a company in ************** that

      repairs boards and have begun shipping them out. We put three dryers

      back in order in **** *************. 6 recently and should have the others in place shortly.

  4. If this client has a sample set to effectively measure us against, he/she will know that

      we give the best service in the business. We would be happy to send a technician to

      meet the resident in the preferred laundry room at a mutually convenient time.

  
  Ownership

  Topspin Systems

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have complaint about the drawers and washers that were not working properly mean dryers were not drying the clothes even 60% out of 100% dry. Washers were not washing clothes in good. But the customer complaint department were excuses at all times like may be your card swip issue or we fixed those machine or ************** will come and check it but no one was coming to check and still are same from last 1 year. We tired up with these complaint for ***************** apartments for laundry room # 6 in iselin, **. I lost lot of money in laundry and get no satisfaction from it. I would like to refund all my money I waster for this bad laundry services.

  Business response

  12/30/2022

  This complaint is false in all respects.

  1. Machines are kept in proper working order. We were there yesterday. Out of all of the machines three had burned out control boards. Parts are difficult to get but I'm hoping to have them by the end of today.

  2. We respond to all complaints promptly. If this customer wants us to meet him in the laundry room to discuss his issues we will be happy to do so.

  
  Topspin

*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. ↩