ComplaintsforTopSpin Systems

• 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

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Top Spin charges for the use of their machines. It costs about $4 for each load, and they use none of this money to maintain their machines. I have called them, I have emailed them, I have left service requests. The room we are to use has 5 washers and 5 driers. Only one washer works and only 3 driers work (Even when they do work there is a large chance it doesn't dry properly and I have to run the machine twice costing and additional $1.50 ). I have been trying to contact anyone, I have spoken with the office at ***************** ** about the negligence and the company seems fine just taking my money and not providing a necessary service to their machines. I have been emailing for well over 6 months and submitted at least 4 service requests, couldn't tell you how many calls.

  Business response

  12/30/2022

  ***************** is a brutal stop.

  Machines are regularly abused.

  No calls or online requests have ever been ignored-

  that assertion is false-but it is very difficult to stay on

  top of all of the issues there.

  We recently hired a local person specifically to maintain these

  machines and are hoping for an improvement.

  TOPSPIN

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have moved to ***************** Apartments in the April, 2022 and have noticed since then that The laundry machines and dryers are very horrible, most of them dont work at all and those which work are also not at all maintained by TOPSPIN in ***************** Apartments. Around 120 families have only 2 dryers which are functioning in one laundry room and we have around 3 laundry rooms with same issues in the whole ***************** Apartments. There was no response upon contact with TOPSPIN through email. Many residents have complained the same but no response from the company. TOPSPIN is responsible to pay the refund to all the families facing this trouble since the past 8 months (as far as I know.. dont know if the problem was earlier too)

  Business response

  12/28/2022

  Like most of the complaints we get, this silly one is completely unsubstantiated.
  We keep detailed records of the complaints that come in to us.
  I challenge this customer to provide proof of the submission of any
  service request that has gone unattended.
  It doesn't happen.
  
  Topspin SystemsTell us why here...

  Customer response

  12/28/2022

  [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,
  
  ***********************

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