We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Laundry Equipment

Hercules

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Laundry Equipment.

Complaints

Customer Complaints Summary

  • 42 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/05/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My building has a contract with Hercules laundry and we have to pay five dollars for the initial laundry card and now that the contract with Hercules is ending the company will not refund the initial laundry card. I have 5 cards and each card is $5 and its irresponsible not to refund the cost of the card .

    Business Response

    Date: 03/05/2025

    When Hercules installs equipment at any building we distribute laundry cards. If at any point a resident needs an additional card we will mail at no charge. The kiosk in the laundry room does sell cards for a convenience fee of $5. We do not refund as we would not know if the card was given at installation or mailed to customer.

    Customer Answer

    Date: 03/05/2025

    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:

    I have 5 cards and I would at least like a refund for one of the 5. I dont see why the company cant just look in their database and verify the card  

     

     

     

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


    Sincerely,

    **** ***




     

  • Initial Complaint

    Date:01/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The washing machines in our building arent connected to the Hercules app and the machine that refills card is out of service so one can only dry clothes. Even if you load money on the app it gives a code to that needs to be put onto the card using the machine that refills card values. So how exactly is that possible without a working machine?!? So many residents have called and complained but nothing has been done to fix this issue. Whats the point of have dryers if we can wash our clothes. Please fix this issue so everyone in our building can wash our clothes.

    Business Response

    Date: 01/27/2025

    Our technician has been and rebooted the kiosk - the issue has been escalated to an IT supervisor and will be resolved ASAP.

  • Initial Complaint

    Date:11/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hercules manages the laundry room at *****************************************. There are many machines that need repair: Washer/Dryer 1/2 and 5/6 are still broken. Dryer 9 is broken.

    Business Response

    Date: 11/12/2024

    The machines were reported to us yesterday and we will have a technician out shortly to diagnose and resolve issue. 

    Customer Answer

    Date: 11/12/2024

    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 machines are still broken and were reported not yesterday, but many days and weeks prior. 

     

     

     

     

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


    Sincerely,

    **** *******




     

    Business Response

    Date: 11/13/2024

    We respond to all service issues reported. These are new calls which will be responded to.

    Customer Answer

    Date: 11/14/2024

    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:

    Machines are still broken 

     

     

     

     

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


    Sincerely,

    **** *******




     

  • Initial Complaint

    Date:08/11/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Washing Machine #9 has been broken for since 7/7/24. Numerous ************** calls have been made to Hercules Corp to repair washing machine #9. They will not respond & hang up when you call their service **** to repair ( ****** ). I've been living here 7 years & when there is a equipment problem, Hercules refuses to send technicians to repair their broken washing machines. Please assist if you can. We're at the end of our ropes here with Hercules Corp. I've also informed ***** Mgmt who manages this apartment building Thank you

    Customer Answer

    Date: 08/11/2024

    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.

    Sincerely,

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



     

  • Initial Complaint

    Date:05/24/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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 Answer

    Date: 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

    Date: 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

    Date:03/07/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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 Answer

    Date: 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

    Date:02/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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

    Date:02/26/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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

    Date:02/16/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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 Answer

    Date: 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

    Date:02/05/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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 Answer

    Date: 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,

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




     

Hercules is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.