ComplaintsforCaleco
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Complaint Details
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Initial Complaint
07/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In early 2023, our apartment complex installed Caleco washers and dryers. Since the installation, we have encountered numerous problems. 1) "Lost" time on machines – The dryer runs a 60-minute cycle. However, there are times when we only receive 50 minutes (seemingly at random). 2) Insufficient machines – Loads with only five pairs of jeans and two shirts are apparently too much for the dryer, which finishes its cycles while clothes are still damp. Many of our laundry days end with us hanging clothes on every doorknob of our apartment to air them out. 3) Pending refunds – A refund requested May 13, 2023 has still not been fulfilled, and attempts to contact Caleco about a resolution have remained unanswered. I have no means of submitting additional requests—of which I have several. 4) Ghosting – Attempts to connect with customer service via email and phone have been unsuccessful. Customer service reps will respond once, then refuse to answer questions about when to expect resolutions for maintenance or other concerns. 5) Poor machine upkeep – From leakage to detergent build-up to the aforementioned inefficiency of the dryer, these machines are poorly maintained. As we are obligated to use these machines as part of our lease, it's frustrating that they are unreliable and a waste of money. Yes it's $2 per load, but our two-person household has to do at least three loads a week in an attempt to get the dryer to do its job... and even then, clothes come out damp 90% of the time. We are incredibly dissatisfied with Caleco's refusal to so much as communicate with us.Customer response
07/26/2023
On or around 7/26/2023, Caleco refunded my $2 request that was made 5/13/2023. I have not yet heard back about the machines that need inspected.Initial Complaint
06/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 6/20/2023 I loaded $30 onto the Caleco laundry services app on my phone. This was to wash and dry my family's laundry. None of the machines had "out of service" signs on them, yet when I loaded the laundry into the dryers and paid for full cycles for each machine, only one machine dried the clothes; the rest of the clothes were soaked. The clothes began to turn sour and now most of my family's clothes are soaked and sour instead of clean and dry. I therefore expect a full refund of $30. I have repeatedly attempted to contact Caleco. They do not respond. ****** reviews show that Caleco has a reputation for poor business practices and stealing customer money. I am therefore having to bring my complaint to BBB. Soaking wet and sour clothing is inexcusable when I paid $30. I and my family need that $30 returned to us so we can take our soaked clothes to a laundromat with machines that work.Initial Complaint
05/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I moved into an apartment complex that has laundry machines supplied by this company. I've reached out numerous times about the machines not working. Told multiple times that repairs have been made. My apartment complex has reached out and there have been no resolutions. I've attempted to use the machines multiple times using the swipe card they provide and we put money onto, and at this point I've lost $30+ The machines will refuse to turn on, or if they do they don't complete spin cycles leaving your clothes drenched in dirty water. The dryers won't dry the clothes, I believe they stop without even running the full hr long cycle they're supposed to. I've reached out about refunds and have yet to receive a response from them. I've asked nicely for repairs to be made so the machines can be operable or to have the machines replaced if they're that far gone. They have some of the worst customer service, and seem to be refusing to fix this issue. The apartment complex Long View apartment homes has also been an issue as they seem to be dragging their feet with the issue.Initial Complaint
05/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I contacted Caleco on Sunday 4/30/2023. I was completing my laundry. I used DRYER 06. The first time the clothes were dry. The second time, The machine charged $3 for 15 minutes.This is a public housing apartment, I do not get 15 minutes for $3 dollars. I took my clothes back wet and asked for a refund.I never had a problem with the dryer.As I said it's a public housing apartment. I get my clothes dryer for $1.50 all the time. I do not know why I was charged $3 dollars for 15 minutes at a public housing apartment. I want my money back.Thanks.Initial Complaint
01/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I just open an account with Caleco Clean Mobile, their machine won't start. My clothes are inside the machine, I have a comforter and two Jackets. Caleco replace my clothes if they get stolen. They need to repair the machine and I could not open the washer to get my clothes. I WANT MY CLOTHES BACK.Business response
01/31/2023
The machines were just installed brand new last week on 1-24. The service complaint was just reported today. Ours service techs normally take 3-5 business days to respond to a call. I will make sure a technician is there today. Furthermore , comforters are not permitted to be washed in the machines, as this customer mentioned they did. Comforters will cause an overload and a malfunction, which is what the situation is now. All our machines have a sticker on them stating, NO WASHING OD COMFORTERS.
Sincerely,
*************************
Service Manager
Initial Complaint
09/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Caleco has been the service provider for the washers and dryers in two apartment complexes that I have lived in over the course of 5 years. I have strings of emails with the manager, Mr. J H**** who declines to provide refunds until I provide video and photo evidence of the malfunctions. The washers regularly accept money and then proceed to do absolutely nothing for the duration or a wash/dry cycle. Tenants have taken to unplugging them to reset them, still at a loss of their $1.85/cycle. Caleco as a company specifically targets low-to-average income complexes where people are dependent upon their services and they prey upon them with broken equipment and unprofessional responses (of which I can provide) and that's if they respond at all, it usually requires me to reach out repeatedly to get a reply. Calecos practices are wholly unethical.Business response
09/06/2022
Caleco is very diligent at addressing service calls in a prompt manner. In regards to this complaint we have had our technician out several times. He has not found any malfunctions with the laundry machines. He has performed numerous test. We have even set a supervisor to further investigate. Our company policy is to refund customers only if we determine an actual malfunction with the equipment. I will forward the customers information to our field supervisor and the technician and have them arrange to meet in person to determine if there is an intermittent issue or user error .
Sincerely,
Stephen R***********
Service Manager
Caleco
Customer response
09/07/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:it is not factual. I have threads of email to prove that they do not promptly respond as well as evidence to support my claims that the equipment malfunctions regularly, including but not limited to time stamped videos and photos.
Regards,
***********************************Initial Complaint
06/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Caleco laundry provides services in our apartment complex. Their machines are poor quality and continuously breaking down. Most recently, their machine destroyed a load of clothing and when I filed a complaint with the company, to avoid taking financial responsibility for their malfunctioning machine they lied and attempted to make excuses by saying they sent a technician four days later who reported the machine was overloaded which was not the case. I had the use of three machines that day all of which were equally divided with clothing that was definitely not overloaded. The largest item was a sweatshirt and the rest being summer items that were light weight . I sent several emails, and I left multiple messages and received a response that they would not correct this issue so I am left with a load of clothing that had to be discarded as a result of their faulty machines.Business response
06/15/2022
We are very sorry for this situation. But we base all damage claims on the report and findings of our technicians. This washer was clearly overloaded with clothes, which is why they were damaged. The machine was checked and tested several times by out technician, he found no issues. The machine has still been in operation since this original complaint and no other tenants have reported a similar issue. Caleco is always willing to submit a claim for damaged clothing , when a machine malfunction is determined. Unfortunately we cannot do so when a machine is overloaded. This is a common occurrence with public laundry equipment.
Sincerely,
Stephen R*********
Service Manager
Initial Complaint
06/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Transaction occurred on 5/25/2022. Tried to applied $20.00 to laundry cash card. Kiosks machine decline the card. As I was preparing to use the card (*****), it stun me that I had a $0 balance. Further investigation I was told $20 taken by Caleco. I tried calling them for a full half an hour with no reply. I live in a senior citizen apartment (*** *********) and have tried to complain to them, but was told that they have nothing to do with the machine. I need to say that I'm not the only one that faces this problem. After the machine declined my card , I used my bank card using $10 to fill the laundry card. After reviewing my bank statement, I found 2 $10 amounts had been taken out. Last month, I used my bank card for $40 and bank statement showed 2 amounts of $40 but my kiosk laundry card only showed $40 applied to card. A resident here $80 taken but no amount applied to his laundry card. Other residents are having the same problem. I hope you can help usBusiness response
06/03/2022
We apologize for the inconvenience. We did receive a voicemail from this customer today but did not have their original voicemail that they mentioned from a week or more prior. If so we would have surely addressed it at that time. It could have just been lost in our system or misfiled. I have a customer service representative contacting the customer today and issuing a refund.
Sincerely,
Stephen R*********
Service Manager
Caleco
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Customer Complaints Summary
13 total complaints in the last 3 years.
4 complaints closed in the last 12 months.