Complaints

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live in a low income senior apartment complex where Automatic Leasing provides the laundry machines. Payment to use these machines is via a card system. In mid July 2023 they swapped out the equipment for the cards to a new system. The old cards did not work anymore. When I first called in order to get funds transferred to new cards I was told that there should be a machine where I could transfer the funds myself. After informing them that no such machine was put in place they emailed me a form. I filled out the form and as requested enclosed my old card.I never heard back from anyone. On October 12th I spoke to someone on the phone. She checked her company and told me they had received the form. She then went to talk to her supervisor and let me know that was the person who handled this. She also told me that this person was just now working on this. I was told the supervisor would call the next day and this would be resolved. She did call and informed me that the machine needed to be upgraded. She told me that she "would most differently who call next week and this would be resolved." It is now the end of this week and I have received no phone call or email. At this point I can only believe they are dragging this on hoping that I will give up so they can keep the money.

  

  Business response

  10/24/2023

  Dear **********************,
  
  I am sorry to learn of the details of your experience with our card refund process. Our goal is to review and issue all refund requests promptly upon receipt of them but unfortunately in this case, we fell short.
  The balance on your old card has been validated and we have issued a $25.00 refund code for your new card. Thank you for accepting our call today to ensure that you were able to load the value code to your card.
  We strive to provide excellent customer ********************** in a timely manner to make things easier for our customers. We appreciate your feedback as it assists us in becoming better at what we do.
  

  Sincerely,

  
  Automatic Leasing Service

  Customer response

  10/24/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

  I received a phone call from the business early this morning and they both apologize and transferred the funds to my new laundry card. I do not with for this complain to be posted on the website.

  
  
  Regards,
  
  *****************************
  
  
  
  

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