Laundry Equipment
Ken Hainsworth CompanyThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
09/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On Monday August 26th, 2024 I went to do laundry in my apartments laundry room and all the front loading washers had the detergent dispensers boarded up with a sign stating "detergent goes directly in the tub with the clothes". The washers are owned and managed by Hainsworth Laundry. I called customer service and they stated that the ********************** had done this to ALL washers for ALL clients due to clogging and flooding which Hainsworth has attributed to powdered detergent being used in the dispensers. The manual for our commercial washers does not state that powdered detergent should not be used but it does state the washers and the dispensers are to be cleaned in a very specific way at least once a month. This has not happened in the 4 years I have lived here. Without the dispensers detergent cannot be dispersed evenly and clothes do not get clean. Bleach cannot be used and neither can anything that needs to be dispersed during the rinse cycle. It is hard enough sharing washers with multiple households/users but not being able to get laundry clean or use bleach or sanitizing rinse agents is maddening. Front loading washers are meant to have the detergent/bleach/rinse agents dispensed through a dispenser not placed in the tub. My laundry is not getting clean. After the initial contact with customer service on 8/26/2024 I have reached out to the company by email but have not received a response or the required resolution of having the dispensers put back. For any issue regarding the washers and dryers we tenants are instructed to contact Hainsworth and not the property management company because Hainsworth is responsible. I have let the property management company know but have received no response from them. The issue is with Hainsworth Laundry but it would be nice to have ***** **** ******** support but they do receive payment from Hainsworth for using them so perhaps there is a conflict of interest. I need clean laundry. Please help resolve this issue. Thanks.Initial Complaint
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Theyre charging me whatever they want, I run the machines on the exact same cycle, they shouldnt be charging me differently, sometimes it $1.25, sometimes its $3.75, the machines say $1.25, I only use the washers and always on the same cycle.Initial Complaint
10/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I live in an apartment building with laundry machines serviced by Hainsworth. Ever since they integrated PayRange for paying to do laundry, they have no way to adequately reimburse people for broken or malfunctioning machines. Hainsworth has said that I need to contact PayRange, but support at PayRange says I need to contact Hainsworth. When I am given coupon codes to be reimbursed by Hainsworth, through PayRange, they don't work. I estimate that I have been ripped off between $20 and $40 over the past year or two by this neglect, since Hainsworth rarely actually fixes their machines.Customer response
10/11/2023
I can't seem to attach anything with this form. If there is another way, please let me know. The form just refreshes on me immediately.Customer response
10/11/2023
Attached are the most recent screenshots. This has been ongoing for a couple of years. When I try to redeem the codes, it either says they have already been redeemed, or they just don't work.Business response
10/12/2023
All legitimate refunds have been given by Hainsworth and balance refunds can be done by Payrange if they choose to zero out their balance. The customer is welcome to contact us with any code they claim to not be working and we can verify if they used it before it expired or if they failed to claim it.Customer response
10/12/2023
Complaint: 20723498
I am rejecting this response because: I have already made contact with people via email stating that the codes either already say they are redeemed or they don't work. I have never received a credit to my balance of what was lost from faulty machines. The last time I tried to make contact, I was directed to Pay range, which is apparently a waste of time if Hainsworth had any intention of sorting out their problem with faulty codes.
Sincerely,
*****************Business response
10/18/2023
If you have a complaint with PayRange and your funds with their app, you will need to direct your complaint towards them. This issue on our end has been resolved and any legitimate refunds have already been issued.Customer response
10/19/2023
Complaint: 20723498
I am rejecting this response because:Hainsworth doesn't properly maintain their laundry machines, they are constantly out of order, and the company used to issue refunds for broken machines to management within the building.
Now for the last couple of years, they apparently try to ***** even more responsibility by passing the buck to a different payment company who then tells me to contact Hainsworth with my problem.
I don't see why they can't just refund to a debit card balance instead of giving out coupon codes that don't work and then ignoring the problem.
If they had machines that worked properly, of course, there wouldn't be an issue. This shouldn't be my problem. **************** is terrible, maintenance is terrible, so naturally their third party payment service is also terrible. It's a veritable bouquet of incompetence.
Sincerely,
*****************Business response
10/27/2023
We have responded to the original compliant and offered solutions. There is no new specific information in the second complaint for us to respond to. We have no new information to add.Customer response
10/27/2023
Complaint: 20723498
I am rejecting this response because:The virtual coupon code system doesn't work. It still doesn't work. I have not received replies from either Hainsworth or PayRange that have fixed this problem to the degree that I have actually received a refund for the numerous incidences where Hainsworth machines were malfunctioning due to negligence or lack of maintenance. Lying isn't going to fix the problem. I have asked for a refund, I still do not have a refund. I am not sure how else to explain it that you will understand.
Sincerely,
Arvo ZyloCustomer response
11/10/2023
I was asked by ******** to send a screenshot of what the app looks like in front of the laundry machines and I did that, noting that there was no coupon option to be activated in the top right corner of the app as indicated. I have followed up with both PayRange and Hainsworth, who both continue to ignore this issue. Leaving a check at the front desk of my apartment building would be fine.Initial Complaint
09/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have used one machine or the other, I have lost money in it. Whenever a neighbor in this building is going to wash their laundry, they pay for it on their phone. No one knows when because they do this in their apartment on their phone. The very first time this happened I put the money in. $ **** ( at that time) and pushed the button to start the machine. It didint run. I thought, ok, so ill try this again. I put in another $****. It still didnt run. I wrote a note on the machine, Out of order ! I called the company right away and let them know. They asked me, "Do you need money back on this ?" I said yes, and told her the amount I had lost. She said they would have someone out right away. i never got my money back on it. When I used the other machine that same night, the person doing laundry, took the note of out of order and threw it away. The machine worked fine. I used the other washer the next week, in fear of loosing money. then it happenend again. Only this time, I did not try a round of more money. I stopped at $****. It did Not Work. I lost $**** again. Then a third time also. A total of $ ***** lost ! I called the repair department and let the lady know what has happened, and that every time I called I was Not renversed by any means ! So I started last month using the other machine, number ***** Number 3. Today September 10th, 2023, I put $ **** in to wash. It didnt work . Not thinking, I added 3 more quaters. It still Did not work. It went right back to the panel board saying, Add $**** $3.00 to super wash. Thats what it did last time !!! I am a very honest and kind person, but this whole thing angering me. Please make a note to your customers, and ask them to please reserve the washer on their phone the minute they are going to run the machine, not from their apartment and reserve the machine hours later. People like me are trying to run it, and loosing money, while YOU are making extra ! If I do not get renversed, I will seek legal action.Business response
09/21/2023
A technician was sent out multiple times and found no issue with the machines.Initial Complaint
03/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
About a month ago, Hainsworth switched to wifi laundry cards instead of the cash cards we were using. That was great, now I don't have to have a $5, $10 or $20 bill to load on my laundry card, I can use my credit card.Before these devices were put on the machines, specifically the dryers, I could add time to my drying time (10 minutes) for .25. With the new devices on the dryers, the instruction say I can still do that, but it doesn't. Hainsworth stole $1.25 from my card, and didn't add any time, and I lost $5 from my cardI called them to tell them that, and they said they would send someone out, and give me back my money, and figure out what was happening. THEY NEVER SHOWED UP! Today,. 3/23/2023 I was using the dryers, and my towels DID NOT GET DRY! I am a senior citizen on a fixed income, and I don't have the money to run the dryer all over again for 50 minutes, it is a waste of money, when I would have needed was an extra 10 minutes and they would have been dry. They don't maintain the machines, either the washers or the dryers.Initial Complaint
10/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
It has been 2 month's since the washer number #** has worked in my building laundry room. I called Hainsworth several times letting them know the washer's spin cycle does not work, and the machine get's stuck on 10 min and does not allow you to access your laundry. It took them a month of coming out like 2 times to figure out on the third visit that the barring's are bad. They posted a note on the machine saying as much, We are now starting month three and the machine still has the label that says *******'s are bad, and has not been replaced. I called Hainsworth once and the landlord twice in the last three week's and still no progress. *********** keep saying they are waiting for a washer to switch the bad one out with. Landlord tell's me she will call Hainsworth but haven't heard anything since. All three machines are filthy all the time with dog hairs, human hairs, sand and other garbage and have rust on them. If this is how they run their company they are doing a very poor job.Business response
11/01/2022
Hainsworth Company apologizes about this out of order machine.
We have known about it, but one of our employees failed to log it into the system properly at the time we realized that the machine needed to be replaced.
The replacement machine is available and will be delivered tomorrow, November 1, 2022.
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Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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