ComplaintsforHercules

• Initial Complaint

  02/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello, I am writing yet another complaint regarding the laundry machines in our building. We have several machines down, again, and this is probably the 5th time during the last 12 months that we've had machines down. This is completely unacceptable and just horrible, horrible service. I do not understand why these machines are not replaced if they continue to have issues. We have a very small laundry room and it is beyond an inconvenience when machines are down. I am writing another complaint with BBB and with every other channel available to me to make these issues public and for greater accountability. Both the management of this building and the company responsible for repairs are deceiving tenants in this building with this level of service. We've had machines down for months, and several of them down at the same time. Tenants are upset and will not stay quiet. If these issues are not resolved, we will begin to withhold rent, as legally allowed, until repairs are made.

  Business response

  03/21/2022

  ********,

  I spoke with our service department this morning.  I understand that this was handled a number of weeks ago.  We snaked the drains, made some service repairs  and I understand that everything was handled.  Please email me directly at ************************ if you still have any issues in the laundry room.  Thank you.

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

   

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I do laundry about once every 3 weeks , so about I have done laundry in this building about 20 times. Of those 20 times, at least 4 times, the washer was broken. That means that 20% of the time when you laundry in a Hercules laundry room, you will encounter a broken machine. (In contrast, in my last building, I think I encountered 1 broken washer in the two years I lived there.) A customer service rep at ********************** admitted to me on the phone that they do NO maintenance on the washers, ever. They only come to fix things if there is a report made. Basically,, we customers do their job for them - we "test" the washers each time we try to do a load, and if it doesn't work, then we have to report it. That's the only time they ever check their own washers. For example, once there was load of clothes stuck in the machine. They were just there soaking in dirty water, and the door refused to open despite the fact that the wash cycle had timed out. The building maintenance men had to come literally unplug the washer from the back and then plug it back in, to get the door to unlock. Hercules later sent me an email saying that the tech "would call" when he arrived, but no one ever called me, so I don't know if he ever eve *** what's even worse than the broken machines is that their customer service is terrible. You call them, you're on hold forever. You use their website, and your building (my building) is not listed in the drop-down menu. You email them, and they email you back that there is nothing they can do, they don't refund for detergent or time wasted, only for the machine fee, etc. They also never apologize, ever, or acknowledge that you have been inconvenienced. ***, they will only refund you for the exact amount you paid their machines. So if you wasted 45 minutes and a cup of detergent, and you were leaving the house because of a broken washer, all they will give you is the $3.00 you spent on the broken machine. Nothing else.

  Business response

  12/12/2021

  I will be forwarding your information on to both our service department and customer service department, both of whom will now look into your issues regarding the machines in your buildings laundry room as well as the handling of your calls by our customer service representatives. Thank you.

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

  Vice President of Marketing

   

   

   

   

  Customer response

  12/13/2021

  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 business is not addressing the underlying issue, which is that they conduct no maintenance on the machines other than responding if a customer tries to use a machine and reports it as broken.  This is making us customers act as de facto "washing machine inspectors," in that we "test" the washers each time we try to do a load.  Only if we report the washer doesn't work, is the only time Hercules ever checks their own washers.  

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

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I did three loads of laundry in the building #** laundry room today and I have several issues that need to be addressed. The laundry room was absolutely filthy. Wads of dryer debris, used fabric softener sheets, wet tissues were strewn all over the visibly dirty floor and on top of the dryers. COVID is NOT over and in any community laundry room with or without a pandemic, the machines and room should be in good working order cleaned and remain clean. Water was pooled up inside the doors of each washing machine, cleaning liquids from previous users were still in the detergent/bleach/fabric softener dispenser. In addition, machine #** has been broken for weeks, leaving only three working washing machines. I used machines #**, 67, SIX BRAND NEW SHIRTS and a BRAND NEW DRESS have giant RIPS, TEARS and DISCOLORATION. ALL OF WHICH ARE RUINED AND NO LONGER WEARABLE!!

  Business response

  11/05/2021

  ******,

  I checked with our customer service manager, and I understand that your damage claim was approved for payment.  If you haven't already received your payment, you will be receiving your check shortly.

  With respect to the cleanliness of the laundry room - that is the responsibility of the building and the super's staff.  We are only responsible for the machines operating in working order, not garbage left on the floor.  As of right now, our service department has no open service calls for any problems with any of the machines.  I will advise them now to send a technician over to your building.  Thank you.

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

   

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Notified the laundry service company's director of operations, ***** ********* and ***** ****** on many occasions since 2017 managing agents, board of directors and maintenance department regarding the washers in the 2nd floor laundry room making loud sounds and vibrations since 2017. submit logs with dates and times of the incidents. *** ********* informed me he will only deal with HPD; not me or the other families in the A and BC building. . Good will and good intentions are needed by this laundry service company.

  Business response

  11/04/2021

  ****,

  I reviewed your complaint with ***** *********.  I understand that Steve has been in touch with the management multiple times and that all machines have been inspected. 

  Customer response

  11/04/2021

  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]

   

   

   

   

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

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

*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. ↩