ComplaintsforWASH

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/29 I went to dry my clothes after washing them. After drying, I realized the dryer had not worked as the clothes were still wet. I was a little annoyed that the dryer had not been locked out, disconnected, labeled or otherwise as I had learned after putting in a work order that there already existed a work order for this. It was ultimately too late to dry my clothes in a different dryer, so I put in a refund request. The first issue was that there was no transaction history listed on my account-ever, so I had to put in a ticket referencing a dry cycle that I wasn't sure the support person would be able to see. When I got the support ticket closed out, there was no information in it. I checked my account balance and instead of getting a refund, I had money taken out. I now have $-1. I'm afraid many don't have an alternative to use being at the mercy of the landlord's chosen payment processer, but I want to outline the issues for any future landlords considering this business:Failure to maintain equipment - they knew the equipment failed, but instead of remotely disabling it they let people continue to use it Failure to provide adequate support - as noted, instead of being refunded for a lack of service they had taken additional money out with no information in the ticket provided App nonfunctionally - I used WashConnect as long as the landlord made it the required processor, but yet I have no transaction history to refer to.

  Business response

  10/14/2024

  We sincerely apologize for the inconvenience and understand your frustrations. According to our records, your work order was submitted on 9/28 for the dryer in question. There was also an additional request placed on 9/29 for the same machine and issue, which was cancelled due to duplication. The technician made it out to the property and repaired the machine on 10/1.

  Please note, that unless the property manager is communicated with or someone onsite marks the machine out of order, then between the time the work order is placed and when the technician visits the site, there is no way for us to tag a machine out of order.  

  In addition, the app allows you to request in-app refunds as well as support. If you need assistance with a refund or a negative balance, please reach out to *************************************************************** You can also find help within the app by navigating to "Support" --> "App Not Working" --> "Contact App Support". 

   

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The washing machine has been broken for over a year, I usually just avoid it. But in hopes its been repaired after the many many work order requests from several tenants, I used it only to find all my clothes still soaked in water, which I then had to pay extra for several dry cycles. So of course I did my regular routine or requesting a refund through WASH. They denied it. Ive spoke to 4 different people since this issue has been going on over a week and they all tell me my account is on hold because the building owner has an outstanding balance, and they will not un hold my account and give me back money that is rightfully mine until the guy calls them and settles up. Thats absurd to me. The amount or money and time ive wasted on these WASH washer and dryers is sickening, then to have them do this is a huge slap in the face! Please help

  Business response

  09/24/2024

  Hello,

  We sincerely apologize for the inconvenience and understand your frustration with the ongoing machine issue and the refund request. Our account manager is looking into the onsite issue, in the meantime we'd like to gather more information on the refund request. Can you please provide the refund amount and the problem that occurred which resulted in lost funds.

  If you have any questions or concerns in the meantime, please feel free to contact us directly.

  Thank you.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Me and my wife use this wash connect app to wash our laundry and when you do not use the app it takes money from you! We are negative 5 dollars right now we've Even been negative 20 its ridiculous we tried to contact the business they do not do anything! This is illegal and should deserve a criminal penalty if not fixed! We have spent 800 dollars In a year om this app some of it stolen from us!

  Business response

  09/06/2024

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and understand your frustrations. To address this matter promptly, please reach out to our support team at *************************************************************** Alternatively, you can contact us directly through the app by following these steps:

  1. Open the WASH-Connect app and navigate to the support tab

  2. Select app not working

  3. This will open an email addressed to our support team

  Once we receive your email, our support team will look into the account balance issue and ensure any discrepancies are addressed.

  Thank you,

  WASH

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wash recently changed their payment system and wont allow me to transfer funds to the new system.They want me to mail in my old card to get a refund using postage I have a for.There is no reason the serial number on the old card shouldnt be able to transfer funds to the new phone app.I feel they are hoping struggling people like me wont mail in for a refund and essentially rob the people living in poverty

  Business response

  08/28/2024

  To whom it may concern, we sincerely apologize for the inconvenience and understand your frustration. Please know that it is our standard practice to install signage ahead of any new payment system to inform residents of the change and your property management.

  As for your laundry card, we require it to be mailed in so we can accurately verify the balance and issue the correct refund. We appreciate your understanding and cooperation in this process.

  Kind regards,

  WASH

  Customer response

  08/30/2024

   
  Complaint: 22189571
  
  I am rejecting this response because: How much money did you profit from people who didnt mail in for a refund because it was a negligible amount like $2??

   

  In the future you should be able to transfer the old funds to the new system. It is highly unethical to make people pay for postage too. We are poor and thats why we are forced to use your service.

  
   Im fighting for future customers to not be subjected to your shady tactics.

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

  Business response

  09/10/2024

  ****,

  We understand your concerns and appreciate your feedback. Our refund process is in place to ensure any unused funds are returned to customers, and we strive to make the transition to new systems as smooth as possible. We are continuously working to improve our service and refund process, and we thank you for your feedback.

  Again we apologize for the inconvenience this may have caused. If you have any questions or additional concerns, please feel free to contact us directly.

  Sincerely, 

  WASH

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out multiple times in the past 2 years of living in this apartment building. Have have contacted my manager regarding the complaints. These machines (multiple) have taken my money and not worked. Example: washer cost $2.25, I will insert quarts start wash , watch countdown start, return in the time it shows and my clothes will be dry and there is no coin return . Example: dryer will take quarters , push start and will not start or give back quarters. This has happened at least 30 times . This building is for low income families and cannot afford to do laundry all the time , let alone loose money. The inconvenience has caused me to be late to school and work multiple times. I have to plan my day around my clothes possibly not getting done the first time. I have used more than one machine between the 3 floors in the building . Multiple machines have the same issue. I called the number on the washer and dryer as advised by the property manager. Asked for a refund , was told one was issued and got nothing . I let it go until it kept happening. When getting no response , no refund , no work order being fixed I gave up . This last time was my last straw , Im down to my last quarts and the washer took my money again. If I could afford it I would take the legal route. I am requesting $50.00 . I believe much more is deserved but I need what I know I have lost back.

  Business response

  08/20/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and understand your frustration with the laundry equipment and lost funds.

  Your information has been forwarded over to our support team and supervisor, who will be in contact with your shortly to issue a refund for the lost funds. In addition, a ticket has been created, and a service technician will be out to evaluate and repair the machine to prevent this from happening again. 

  Your satisfaction is important to us, and we are committed to resolving this issue as quickly as possible. Thank you for your patience and understanding as we work to rectify this.

  Kind Regards,

  WASH

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The reason for this complaint is that myself (on-site manager), the building manager and front desk staff person at ************************************************************* has reached out for over a month a number of times to the persons at WASH for a new washing machine on one of the floors at this building. Each time we have called we get an excuse that they have sent another email to the service manager. Recently, I called and was told that they do not have any documentation that we called, even after I stated the dates we called. The person that I spoke to literally called me a liar. Then they sent a technician the following day whom told me that he will have the washing machine to us in a week, that would be August 9, 2024.As of today, August 9, 2024 we have no new washing machine and were told they are looking into the status. We have residents that are very upset and rightfully so. We have an agreement with them that when we call them on this matter, they would order a new washing machine because the one that we called in about does not work. Calling their customers service is horrible and you get the run around. They just do not care about the customers.I do property management and I have another HOA that is interesting in hiring them, yet after I tell them about my experience dealing with WASH, this HOA will not hire them. We ask that you please look into this and see what you can do.Thank you,******************, On-site Manager.

  Business response

  08/20/2024

  To whom it may concern, we sincerely apologize for the inconvenience and understand your frustrations. According to our records, there is an open work order in our system to replace a washer at the property. The service supervisor is aware of the machine replacement request, and it has been approved. The estimated date of the machine replacement and new installation is 8/23/2024.

  We appreciate your patience as we work to resolve this issue. '

  Kind regards,

  WASH

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The laundry app WASH Connect will randomly withdrawal money directly from your bank account for no apparent reason. Anytime you use a machine you are obligated to put a minimum of $10.00 into the account although you're paying for the $10.00 they don't actually give you the full $10.00 in your account. These are singular no contract payments and wont go through if you don't have the funds in your account so I dont understand why they are continuously withdrawing money from my bank account when I am not even using the laundry services. They have no real number or customer support line and don't reply to your email inquiry's. This business is a complete scam and I now have to close my 15 year bank account because of this.

  Business response

  08/20/2024

  To whom it may concern, we apologize for the inconvenience you have experienced and understand your frustration. 

  To clarify, our app does not randomly withdraw funds from your account. However, we do offer an auto-reload function designed for your convenience that can be turned on which ensures that your wallet always has funds to do your laundry. This feature automatically loads a preset amount to your wallet when your balance falls below the minimum threshold.

  It is possible that your auto-reload is currently enabled on your account, which is why it keeps charging $10. To check and disable this feature, please follow these steps:

  1. Open the app and go to the "Add Funds" section

  2. Locate the auto-reload toggle

  3. If the toggle is on, simply switch it off

  Once the auto-reload function is disabled, the app will no longer charge your card when your account balance falls below the threshold.

  If you need any further assistance or have any questions, please feel free to reach out to our support team directly at **************************************************************.

  Kind regards,

  WASH

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Constant issues w/ washer and dryer in an apartment building.Little to no customer service.No option for cash.Tehcnhology doesn't work all the time Excessive charges for laundry which is based on supply and demand is egregious How many issues must one building face? they just installed a new wash yet less than a month later it had to be repaired?Cold water doesn't work in the wash?Both machines listed as Machine 2. There used to be Machine 1 (wash) and Machine 2 (dry)w.out recognizing that both machines are now listed as #2, I selected to run the wash again but I didn't have anything to wash and now I had to spend the extra money to get the dryer done.This company is atrocious and predatory w/ no customer service

  Business response

  07/26/2024

  Thank you for bringing this to our attention. We apologize for the inconvenience and understand your frustration. According to our records there is currently an open service request in our system for the washer issue. The service manager has been notified of the ticket and a technician will be routed to evaluate the machine and make necessary repairs.

  In addition, we've notified the support team to process the $5.00 refund. Someone will be in contact with you shortly to gather necessary details and issue a refund check.

  Thank you for your patience as we work to resolve these open issues.

  Kind Regards,

  WASH

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They have machines at my apartment complex. Ive been here about a year and a half. In the time Ive lived here their machines have broken down on numerous occasions. Many of which resulted in me losing money. There is no way to contact them by phone. I started keeping track of the money I lost. As of now Im at about $10. I know $10 isnt a lot but it is to me as a single parent working full time. *** reached out to them about refunds and I get no response. The last time I did on June 3rd all I got was an email stating they would send a technician to fix a machine. The machine wasnt broken at that time. Still I got a follow up email later only stating that they sent a technician and the machine was fixed. Again what machine? I sent a complaint about a refund and they sent a technician to fix a machine that wasnt broken. One time I sent a complaint about the dryer smelling like it was burning. It took them weeks to send someone out. The dryer has been packed with lint (beyond the reach of the lint trap) but was visible when the lint trap was removed. They do not keep these machines maintained within the realm of our safety as impacted lint can cause a fire. Eventually they did come clean it all out but again it took a few weeks. And when I complained about lost money they ignore me. Something needs to be done here.

  Business response

  07/22/2024

  We apologize for the inconvenience caused by the machine issues; we understand the impact this has had on you, and we are doing our best to address the issues as quickly as possible.

  Your contact information and refund request details has been shared with our support team. They will be in contact to gather the necessary details to process your refund as quickly as possible. 

  Thank you for understanding and patience. If you have any questions or concerns in the meantime, please feel to contact us directly ************.

  Kind Regards,
  WASH

  Customer response

  07/24/2024

   
  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. If I do not receive the refund within the time frame the company has given me then I will be contacting BBB again. Thank you. 
  
  Sincerely,
  
  ******* Purchase

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We live in a condo and this company services the washer and dryer for the building. The dryer has been out about two weeks. They keep telling us that it will be three days before they can someone out.

  Business response

  07/15/2024

  To whom it may concern, we sincerely apologize for the inconvenience has caused and the delay in resolving your issue.

  According to our location service records, all work orders have been closed out, and the most recent was closed out on 7/12/24. According to the notes from the most recent work order, the request was to repair a dryer that was taking funds, but not starting the cycle. Our technician visited the location conducted test cycles and left the machine in working condition on 7/12/24.

  If you still experience issues with the machine or others in the room, please give us a call at ************ or visit wash.com/service-request.

  Thank you.

*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. ↩