ComplaintsforHercules

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ridiculous as we've reached out repeatedly from 2023 to get reimbursed for washer/dryer and triple load that has double charged multiple times but failed to work. Despite calling in 2023 and 2024 no reimbursement check has been provided. All calls go to 3rd party customer service overseas it seems where they are not equipped to communicate let alone properly address the concern. Outstanding amount is at $27 we have still not been reimbursed.

  Business response

  05/24/2024

  We have a staff that work 7AM - 6PM weekdays and an answering service outside of those hours. The answering service can assist in placing service calls and anything that they are unable to assist with they forward a message which our staff reaches out to that day or no later than the next day. I currently do not see any refund requests nor a profile for this customer. We will be happy to refund the customer, I will have a member reach out to them directly 

  Customer response

  05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Called in to file a complaint about laundry washer/dryer that charged $$ but didn't work resulting in losing $14 in funds.

  
  
  
  
  
   
  

  Business response

  06/10/2024

  The customer requested a refund for $27 which was provide to her on 5/24/24 in the form of a code that is applied directly to her laundry card. There are no outstanding requests.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hercules operates the laundry room in my building. The dryers never work properly, and it forces each tenant to pay 2x for each load. I have reported the issues with Hercules numerous times, they say they fix the dryers, but they are lying. At this point I am convinced they are committing fraud and falsifying repairs in order to get 2x out of every tenant. Serious action needs to be taken against this business as they have a clear monopoly in *** and are taking advantage of their position by overcharging tenants.

  Business response

  03/07/2024

  We currently do not have an open service calls for the dryers however we are sending a field supervisor to inspect all dryers.

  Refunds are provided at the time any service call is reported and a refund requested as ************** is aware since refunds totaling $47 have been provided. 

  Customer response

  03/07/2024

  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 and the matter has been resolved. I am glad the BBB was made aware of these issues. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moved into ************* in October 2023 ***y are using Hercules laundry company this company which is the worst I have ever dealt Machines are constantly out of order with no sign indicating so Dryers do not get hot enough to dry even a few small items that is if they are even working at all Washers are either not working or do not spin clothes out causing them to come out of the machine dripping wet In order to get them even slightly dry they must go thru the dryer a minimum of 3 times and they still come out damp!Shortly upon moving in I had contacted the company to receive a $3 dollar refund for a malfunctioning machine 1 month and 5 calls later I finally received a check for $3 *** first person I spoke with did not even report that I had called At some point they mailed .me a blank laundry card that I did not request It took an entire month and multiple calls to finally get my refund *** dryers do not get hot enough to dry and the washers do not spin the clothes out leaving them dripping wet It takes a minimum of 3 drying cycles to even get them moderately damp **** are too cheap to replace the machines for ones that work properly When they are out of order there is no sign to indicate that nor are they unplugged *** machines need to be replaced with ones that work and the dryers need to be set high enough to dry your clothes or replaced for ones that work I see the service truck out here frequently but it is not doing any good whatsoever to resolve the problem I am a 70 year old disabled woman so I am not about to go off-site to a Laundromat nor should I

  Business response

  02/29/2024

  Your initial compliant was received on 11/10 and a card refund was processed with the requested refund amount. I apologize that the card was not programmed correctly and when contacted by you 2 weeks later, 11/26 we immediately processed a check which you promptly received and deposited. As far as dryers not working we do need for them to be reported by the residents so that we can dispatch a technician - we do not have remote access to view which are not working nor label them prior to your use. You can report any machines 24/7 by email to ******************* or calling ************.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive lived in 3 buildings that utilize Hercules washing and drying machines. However the ones in my current building have to be the worst ones yet, and Im in a luxury building. The machines constantly have issues with them and are in a state of disrepair, even being taped to fix issues. My main problem is that the washing machines have damaged and stained multiple garments of mine, specially T-shirts. I always look inside of the machines prior to putting any laundry in to see if they smell or if theres any signs of dye run off, yet even the ones that look clean damage my clothes. Ive reached out to the customer service team 3 times, a 4th today and have never heard back. Id like compensation for the damages their machines have caused to my clothes. *** spent thousands of dollars washing and drying my clothes and have finally had enough of the subpar quality.

  Business response

  02/26/2024

  I do not see any emails regarding damaged items her. Please reach out to our **************** Manager directly, ************************ to handle the damage claim

  .

   

   

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last year, the Hercules machines in my building changed, which forced residents to get new Hercules laundry cards and download the Hercules app. We were promised that any money on our old cards would roll over onto our new accounts - all we had to do was email Hercules our card numbers. I had $90 and $12 on my previous Hercules cards and received a new card that said in writing there was $5 on it, but this card turned out to be unusable.Hercules has dodged any and all attempts to roll over the money from my old cards or honor the money on the new card. They demanded I mail the cards in at my own cost, which was not part of the deal they communicated to my building management when installing the new laundry system. Even after I did so, they claim they never received the cards even though they have all of my card information. I just want access to the money I paid to have on my own laundry account.

  Business response

  02/16/2024

  When we converted the card system residents were informed to email with their balance - we do reserve the right to request the card be mailed to the office to confirm large balances. We are not responsible for the **** delivery. Since the cards were not received in our office the customer was offered an alternative method to confirm the balance for which we would refund them, all they had to do is forward a copy of their bank statement prior to the new system reflecting those funds claimed being added - they have refused to forward.

  Once we receive we will be happy to refund

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have already informed the business that this purchase is from a prior credit card so the bank statement is not accessible. They have not offered a solution.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used *********** ( Hercules) dryers in my building and it scorched my brand new underwear. I reached out about this issue and they never responded. I had to repeatedly call the company for 2 weeks before they responded to my complaint. I was told to fill out a complaint form and I did. The customer service manager *********************** emailed back claiming she can't refund me because your not suppose to wash and dry underwear in machines. Then she claimed she will give me $60 as a good gesture. I told her no, because my items was $120. She asks for proof and I sent her proof of my items being g ruined and the prices for each item. *********************** then claimed the website I ordered my underwear from said not to wash underwear in washing machines and hang dry. I sent *********************** a screenshot from the same website saying you have to wash you items according to what the tags say on each individual clothing item. Evey piece of clothing items don't have the same washing directions. The tag on my items said you can wash in washing machines and tumble dry low in dryers. I took pictures of that proof and showed it to ***********************. *********************** then offered me $30 more but on a laundry card. I said no to that offer because that's not compensating me for my ruined items and also I don't plan on using those machines anymore. *********************** was not responding to all my emails and proof that I was showing her. She was very selective on which emails to respond to.*********************** used certain disclaimers from the website I ordered from to benefit Hercules laundry but when I showed disclaimers that backed up my proof and my case she ignored it. If your gonna offer me $90 why not just give me the full $120 you owe me!

  Business response

  02/05/2024

  The damage claim was reviewed - based on many of the items on the website they should not be placed in machine. Customer provided further information and additional funds were added. Per the website all items were on sale - based on sale all items can be replaced for less than the $90 which is fair compensation, awarding more then the replacement of items is not.

  Customer response

  02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The company Hercules did not give me $90, I was given $60. The customer service manager *********************** claimed she came up with that amount because the items was on sale. The items was not on sale when I put in the complaint 2 months ago. Also I showed proof from the tag on my damaged items and the website where I purchased the items from. It said you have to wash your items according to the directions on the tags of the items. I sent *********************** the photos of the tags on my damaged items. It showed my items could be washed in the washer and dryers. *********************** is not trying to pay the full amount of $120 and I proved my case countless times showing I was able to wash my items in the washer and dryers according to the directions on my tags. I also had my items in a garment bag and it still got scorched on a low setting. The dryers are outdated!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 5, 2**3 I used washing machine #** in my building basement to do laundry. When it started it looked ok, then after 30 minutes I came back and saw the machine showed F27 error. I opened the machine door and saw my linen was in soapy water with lots of foams.I managed to grab the heavy linen and used another machine #**, it again looked ok and started running so I thought it would clean the linen completely.After another 30 minutes I came back to the laundry room and saw the machine AGAIN showed F27 error.It was very frustrating and so I opened the door to take out the soapy linens and sent to a bigger machine to complete the wash.Finally, It took me using 3 machine to finish a simple wash.Later I contacted Hercules at ******************* with the issues and photos of two machines showing the error codes.Days later I got text simply saying the machines were fixed.Usually there should have ticket numbers typed in the texts and informing me about the refunds, but the texts only mentioned the machines were fixed.I sent two more emails after the texts, but I received no response from Hercules about the refunds. Its been more than a month since my first email.It seems that Hercules tried to scam our money without giving us refunds for bad machines now. Very bad service and untrustworthy.

  Business response

  01/18/2024

  As always we are happy to reimburse our customers for any malfunction. I will reach out via email to request laundry card # so an instant refund code can be provided.

  Customer response

  01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The person has yet emailed me with refund code. I have provided my laundry card number in the emails and no refunds at all for ************. SCAM.
  

  ***
  

  
  
  
  
   
  

  Business response

  01/19/2024

  2 emails have been sent (yesterday & today). We have also called and phone just rings. Please contact our customer service manager ************************ directly for a refund.

  Customer response

  01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this SLOW resolution is FINALLY satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***
  
  
  
   
  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hercules is the business that owns and provides maintenance for the clothing washers and dryers at *************. After loading the machine and paying - I opened the soap detergent tray and I was cut because the tray was broken.I emailed the business and asked for $200 to compensate and it was refused.This company failed to inspect and maintain its washer/dryer machines.

  Business response

  01/16/2024

  Hello, we did receive an email from you on this yesterday.  The initial request came in on 1/3/24 by email saying the soap drawer was broken.  ************** was there on 1/4/24 and repaired the soap drawer.  The machine has been repaired.  No documentation has been received regarding an injury until yesterday, and all that was shown was a photo of a palm.  More information is needed from a doctor for reimbursement. 

  Customer response

  01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 
  The complaint is not resolved. I was hurt by their broken soap dish. They confirmed their soap dish was broken and after I complained they repaired it. However, my hand was cut and my wash money never returned - they were provided my laundry card numbers and they have failed to compensate me.
  
   
  *************************
  
  
  
  
   
  

  Business response

  02/06/2024

  A refund code for the wash cycle requested has been processed and forwarded.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a tenant at ************************************************. Where this company manages the Laundry room. (CVA ID ******** Laundry room itself is dated, dirty, and the machines do not work or are clean half of the time, but the problem here is the machine to reload your card.Hercules offers a way to reload your card online, even though you have to go to the physical machine (CVA ID ****) to add the code. The issue is that 1) the codes expires in 30 days 2) The machine has not worked properly for more than 30 days now. 3) The new machine that was installed does not even allow adding a code for what renders my code useless and made me give money away to a company is not doing a good job.On top of that, I contacted customer support via email for a refund. The representative who answered days later in a rude manner, said I would need to call a manager for a refund after exchanging MANY emails and being useless. Later on I call, the companys and the automated phone support said is going to call back but never calls back, and when I finally got to a person after calling the next day, the person hangs up instantly. As a customer, I cant explain HOW FRUSTRATING IS TO DEAL with this company. Its not even solving a problem, its a PROBLEM by itself by just having them in our building.Added bonus: They magically raised prices of the machines and never communicated anything in advanced to the tenants. Basically we are now stuck with expensive machines that cant even be cleaned properly, or even allow for a non-cash reload in a luxury building.

  Business response

  12/22/2023

  I apologize for the inconvenience, please contact our **************** Manager ***** @ ************************ and she will be happy to issue a refund check or a new code unfortunately that unit needs an electrician to complete the repair.

  Customer response

  12/23/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ******************************
  
  
  
   
  
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hercules was the company that owned and managed our building's laundry machines until last week, **/**/23. Dryers #** and #** failed to dry at all on **/30/23, so I sent Hercules an email requesting a refund for my wasted money and time. They followed up, asking for my name, address, laundry card number, and amount of requested refund. I promptly supplied this information...and never heard from them again aside from a contentless form response. I reached out again on 11/21/23, requesting an update. I included my original email to them. Again, I never heard back aside from a contentless form response.I reached out again on **/18. This time I heard back and was simply told "We are no longer your laundry service. We cannot issue refunds. We have pulled out of this location."Convenient, huh?!?For what it's worth, they didn't pull out--our building fired them because of customer disregard and machine malfunctions such as those above.I responded on **/18 to let them know I expect a prompt update on whether they plan to issue me a refund, otherwise I'll report them to the BBB. They didn't respond, so here we are.The issue is not the $**. The issue is Hercules' reprehensible behavior. They make it abundantly clear that they have no ethics, and I intend to take them to task on their behavior. They service a slew of buildings in my area, and they don't seem to deserve any of those contracts.

  Business response

  12/21/2023

  I apologize for the delay in processing your refund, a check has been processed.

*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. ↩