ComplaintsforWASH

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company leases washers to my apartment complex. A complex with at least 20-30 units. They have 2 washers here and two dryers. The machines are old, which I wouldn't care about if they worked. There has rarely been a week since I moved here 7 months ago that there is not at least one machine broken. Many times two. Even if one is broke it bottlenecks our whole complex to one load of clothes at a time. I'm starting to compile a list of their incompetence. The machines have stolen my money several times and I have NEVER received a refund despite asking each time it has taken my money. I have told them this in countless times I've had to submit repair requests and they have ignored me. They are scamming people out of their money and refuse to switch out the machines for whatever reason. You think they'd want to have functioning machines to make money off them, but this highlights how terrible their management really must be, which is a derivative of the ownership. There are obviously no receipts from washing machines and my request were submitted through their app which they have control of. We're talking maybe $10 here, but it's the principle of the matter. They know what they are doing and I can guarantee I'm not alone I'm having this happen to them with the frequency their jalopy machines break. Management told us they were going to end the lease with this company but nothing has happened. So this is my only means of resolution other than now I'm tracking the machine outages and I'm going to screenshot my sure to come refund requests.

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/05/20) */ To whom it may concern we sincerely apologize for the inconvenience and understand Mr.********'s frustrations. According to our records as of 5/11/22, we are aware of the machine issues and a machine replacement ticket is open in our system. A technician will be out to replace the machine as soon as possible. For any app related refund requests or issues please reach out to us at ***************************** and one of our agents will be in touch to provide a resolution. We ask that you provide screenshots of your transactions for lost funds so we can verify the amounts and issue the correct refund amounts. Thank you. Consumer Response /* (3000, 12, 2022/06/04) */ ***Document Attached*** Here is a photo of the same machine. One of our two washers available for a 30 unit complex. Still out of order since I first noticed it on 04/22/2022. So it's been about 6 weeks now, they are waiting on a part right?? I have not been refunded once by this company despite submitting several requests. So thank you for providing me with an email address that will do nothing. This washer is just the latest in a perpetual line of out of order machines, yet they refuse to change out the machines. As you can see the repair man came on 05/06/2022, about two weeks after the machine was reported broken, and has not been back. So I'll keep submitting photos as the machines break. That way there will be a record. I should have done this a long time ago. Business Response /* (4000, 14, 2022/06/13) */ The local branch manager and installation supervisor have been notified of the ongoing issue. The machine is scheduled for replacement this week. We appreciate Mr.********'s patience as we work to replace the machine. Thank you.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in an apartment building and the washer and dryer is supplied by wash. These machines are very cheap and break down frequently. The current issue is that the washer on the first floor has been broken for about six weeks now with no resolution in sight. They keep making empty promises. They keep saying there's a part that's needed. Why don't they have the part? Isn't this their business, to have the parts for their cheap, inefficient machines? We asked for a replacement machine about three weeks ago since the part is MIA, and they refused to provide a new machine. I have called wash a dozen times as have my neighbors and the building manager. When I make my calls to wash I ask to speak to the service department manager/supervisor because about the fact that their service person has lied in the past that he was here to repair the machine but couldn't access the building. WHICH IS A TOTAL LIE. We have it on camera he wasn't here. Every time I leave my name and number for the supervisor. I've spoken to Amy, a "level 2" supervisor, who promises that they'll be in touch. I have yet to receive a call. I know that this deplorable company has a horrible rating with lots of complaints. Maybe they shouldn't be allowed to have a business. Thank you very much.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2022/05/09) */ Thank you for contacting WASH. We understand your frustrations and sincerely apologize for the machine downtime, and delay in repair. At this time, our records indicate there are no open work orders and all machines are in proper working condition. To report a machine out of order, you can submit a request online at **************** or through our free ***********************. If you have any additional questions or concerns, please give us a call or email support directly at *****************************. Thank you. Consumer Response /* (3000, 7, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wash was given the opportunity to replace the non-operational washing machine. That would've been a simple fix. But instead they refused to replace the machine and made us wait for over one month for repairs, ostensibly because the parts weren't available. They should always have parts available. That's their business! They basically have responded to my complaint that nothing will change. It's easy to see they are not concerned about taking care of their customers. They are unprofessional, unreliable and inefficient at providing working washing machines (and dryers) which is their business and they have fallen down on the task and will continue to do so. They have a deplorable *** rating and it's clear why that is. Can SOMETHING be done about Wash to hold them accountable? Lastly, when they finally made the necessary repairs, they rigged the washer and dryer so that now instead of paying $1.50 for a load of washing, it's gone up to $2.00, which is outrageous!! The rate for the dryer also went up. And this increase in prices is for the same crappy old, dilapidated, broken down machines that run for a few months and then break. Thank you so very much for your anticipated help. Business Response /* (4000, 9, 2022/05/20) */ To whom it may concern we apologize for the inconvenience and we truly appreciate Ms. ****'s patience while we awaited on the correct parts for the repair. Again, at this time our records indicate there are no open service requests in our system and machines are in working condition. If there are concerns about your property's current vend prices or the state of the equipment, we ask that you have your property management office give us a call. Thank you. Consumer Response /* (4200, 11, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wash should replace both the washer and dryer on the first floor which have not been replaced for quite some time and need to be. There are breakdowns multiple times every year and when the last breakdown took over one month to be repaired, after being promised that we would get a call from the repair supervisor to explain what was happening with the repair that had been promised weeks earlier, which callback NEVER HAPPENED, we should not have to continue to suffer with this horrible equipment and outrageous increased prices. Put in new machines immediately. Nothing else will be acceptable. Business Response /* (4000, 13, 2022/05/31) */ To whom it may concern, our records indicate all machines have been serviced and are in proper working condition. If Ms. **** has any further concerns over the current machines or vend price, we ask that she have the property or building manager reach out to our customer support department so we can discuss options. Thank you. Consumer Response /* (4200, 15, 2022/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) They refuse to give us new machines. The first floor needs to have a new washer and a new dryer. And of course, when they break down we need same or next day repairs made. We would like Wash to put in writing that they'll replace the first floor machines on or before July 1, 2022, and going forward, they will respond professionally when their machinery is out of order, and that our machines will be repaired in 1-2 days. Business Response /* (4000, 17, 2022/06/09) */ To whom it may concern, WASH does not guarantee same-day or next-day service. The repairs are dependent on the time and the day of the week a work order is originally placed. In addition, repairs may require additional parts or replacements. Our service supervisor is aware of the previous issues at this location and we will do our best to ensure any repairs in the future are completed in a timely manner. We appreciate your understanding. Thank you. Consumer Response /* (4200, 19, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until you provide us with a new washer and dryer on the first floor and we will never accept your lame excuses. Wash is unprofessional, unhelpful and deceptive. It took you over a month to make a simple repair on an old, barely-functioning machine that needed to be replaced. Already the washer is not operating properly, as it is not draining all of the water out after each load. Replace the machines and then we can put an end to this. Until then you're being blasted on all of our social media platforms, ****, etc. It's up to you to get your reputation in order instead of having the flunking grade that you do. The fact that you don't take your business and your service seriously is unacceptable. Business Response /* (4000, 21, 2022/06/17) */ We apologize for the inconvenience and understand your frustrations. A new service request has been placed and our service supervisor is aware of the issue. A technician will be routed to the property to evaluate the machines and determine if a repair or machine replacement is required. Thank you. Consumer Response /* (4200, 23, 2022/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) You continue to be extremely unprofessional, and annoyingly difficult. Your machines are pieces of **** and need to be replaced. Nothing else will be acceptable. *********** **** Business Response /* (4000, 25, 2022/06/29) */ This has been escalated, the branch manager and service area supervisor are aware of the reported issue. A technician will be on-site to evaluate the machines and determine if a machine repair or replacement is required. Thank you. Consumer Response /* (4200, 27, 2022/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) It took you TWO MONTHS to escalate this, from the date I filed my complaint. Pat yourselves on the back! Somebody woke up over there? You guys are despicable, unprofessional, I'm putting this on Yelp and on my blog where thousands of people are making sure they will never use Wash. I couldn't wait any longer and had to do my laundry today and the dryer is taking all my money and drying super super slowly. I have reported this for probably four months that the machines both need to be switched out. You guys are the worst! When both machines are switched out with brand new machines, hopefully this complaint process can end. Otherwise, you should be on notice that I will escalate this until you take care of this LONG OVERDUE matter. Business Response /* (4000, 29, 2022/07/13) */ After escalation with the branch manager and service area supervisor, technicians were sent out on 6/29 to evaluate all of the machines at the property. They performed test cycles on the machines and concluded no problems were found - all machines are in proper working condition. Thank you.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In our building you have to use a wash app in order to do your laundry you load you money from your credit card on to the app and that's how you do your laundry I loaded over *** hundred dollars on my card have screenshots on the transaction they took a******** dollars off at first I contacted the company sent screenshots then they came back a couple of days later and stole the 70dollars of the app I have contacted management they had the manager contact them it's just been a big run around talking to different people sending emails I have screenshots of my transactions I tried of the back a forth I have to neighbors who saw the money on my app because they didn't know how to download the app but I have screenshots of my deposits and the dates i washed it's just me and my husband I have two loads week every thing else goes to the cleaners my management company said if they don't give my money back they can come pick up the machines because they don't do business like that period. Thanks you can contact me at **********************

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2022/05/20) */ To whom it may concern, we apologize for the inconvenience and frustration this has caused. Our app support supervisor has been notified of your account discrepancy and is actively looking into this claim. One of our agents will be in contact shortly for additional information to ensure this is resolved. If you have any questions or concerns in the meantime, please contact us at ***************************** Thank you.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello Good Morning My name is ********. I am inquiring in regards to a refund I have been requesting since January 18,2022 with WASH laundry company. This company has washers and dryers at my apartments that I live in. I've been requesting a refund more than several times by calling their call center also by email. As of today I've lost over now $30 in quarters and $25 on the pay range from using their dryers. (When I contact pay range for a refund they state for me to contact wash because it's their equipment not payranges equipment) Their dryers are always braking or not drying the clothes all the way where you have to run the dryer several times. They keep stating they will mail me a check but never do. I want a refund for all the money waisted on these machines.

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2022/05/20) */ To whom it may concern we sincerely apologize for the inconvenience. The refund request for lost funds has been placed with our support team. Please allow some time for processing and check delivery. If you have any questions or concerns in the meantime, please give us a call ************* Thank you.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have used WASH for about five years for a building located at********************************* Never failed to pay our monthly bill. Approximately 4 months ago our maintenance man called in a work order on a machine and was told that Wash could not get to it. We stopped paying the monthly invoice in December because they failed to provide a service. We contacted WASH and ask them to come remove their machines since they were non usable. When we received an invoice from December on, I sent it back stating we weren't paying the invoice due to no service. At the beginning of this month, we contacted WASH again and requested all machines be removed. I was told that they cannot be removed until I pay my balance due of $388.14. In addition to them wanting me to pay for something that is broken, I am losing the revenue off the money I would be making off the machines and I have lost a tenant for breach of contract for not supplying working laundry machines.

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/04/28) */ To whom it may concern, we apologize for Ms. ******* experience with WASH and understand her frustrations. Our customer support supervisor and the account manager has been notified of this issue. We will be in contact with you shorty to discuss options to ensure a resolution is met. Thank you.

• Initial Complaint

  03/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This business required funds to be added to a card in order to use the equipment. The machines were removed from my building. The business ignored two emails for a refund of the unused funds and directed me to collect from the apartment building management which has no control over the funds. I called the business and was told that the business will be pocketing the money. I am entitled to a refund of the prepaid funds. I never entered into any agreement saying otherwise. This business is stealing money from me.

  Business response

  07/08/2022

  Consumer Response /* (2000, 8, 2022/04/15) */ I was issued a refund by the company. Please close this claim, thank you.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They sold me a commercial dryer that was a better and more expensive unit but then sent me a different dryer that was less expensive. Bait and Switch. After going back-and-forth I was finally able to get the dryer that I paid for. However, the dryer had so many issues and it's broken down two times since I purchased it in the last two months. Basically selling me a defective dryer! They also took the coins that were in the previous laundry machine and never returned it. WASH didn't want to service the unit and told me I have to pay for troubleshooting service. But by law they have three months to repair it especially if they installed it. Finally I got them to come out and they said that it was an issue due to lint in the vent, however, when I searched online for the error code E60 it had to do with a failure with the Centrifugal Switch Input Acquisition- it's a hardware failure and the output board should be replaced. It's been a complete disaster with this company. They sold me a defective dryer and now my tenants are complaining about not having a dryer for their clothes. I purchased new dryers so I don't lose tenants. Now I'm getting multiple complaints that the laundry machine keeps going out.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/22) */ To whom it may concern we sincerely apologize for ***********'s experience and understand their frustrations. We're happy to help resolve the dispute with ****, but first we need to gather some more information about the machine purchase. Our customer support department has been notified and will be in contact shortly. If you have any questions or concerns in the meantime feel free to contact us. Thank you.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our Condo building leases three washers and dryers from Wash Laundry. These machines are located in our basement. They have removed our ability to use quarters with the machines. All transactions are expected to be made by the app they are pushing. I can't access this app due to poor wireless connection from my service provider.. Everyone MUST connect either their bank account or credit card that is linked to the app. I DO NOT feel comfortable doing that especially with all the electronic fraud happening these days. It's a HUGE inconvenience. They have also reduced the amount of time for the washers and dryers but charge the same amount. The washers were $1.50 for 28-30 minutes and $1.75 for 38 minute large load. We now get 23 minutes to start. The dryers used to be $1.25 for 45 minutes and now we pay $1.25 and get 38 minutes. My partner's clothes were still wet after using the dryer for alloted new time when it has never been in the past. It was NEVER communicated that they were going to do this to our HOA and property manager. On a side note, I have had to call multiple times to get a repair person to come out and either fix a washer or a dryer. At my last call or email I requested that they inspect all the other washers and dryers while they were out while fixing washer #3. . Washer 2 has poor HOT water flow and dryer #6 sounds like there is a pair of Sneakers every time it is used. None of it was addressed. So you can imagine my surprised when everything above occurred and nothing was done.

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/03/17) */ We realize the frustration this situation has caused; however, once a location is selected to receive a vend change, WASH's process is to notify the ownership/property management prior to installation. They are also asked to notify their residents of the change. If the HOA would like to contact WASH to discuss options for adding coins back to the property we would encourage them to do so. Thank you. Consumer Response /* (3000, 7, 2022/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The HOA was not informed in advance of changeover to an all app system, and did not receive any advance or current communications from Management that would have been immediately circulated to our HOA board and there would have been notices sent to all homeowners per our protocols so they could not only ask for a refund from the old app, but also we would have asked them not to change over all the washers and dryers because "app only" is a hardship to many residents. The HOA has formally asked Management to tell WASH to revert some machines to accept coins again because it is a significant hardship to several residents. Thus far, None of the washers and dryers have been reverted and it has been pointed out to them on several occasions by multiple people. In fact, one complaint about this same subject (no coin dryer) was just sent two days ago by a board member. People need to be able to dry their clothes! The only communication we ever received from WASH about any changes was raising the prices 25 cents. That was months ago. We observed that they increased the price, but did not change any dryers back to coin operated even though the request to do so predates the price increase. We hope for a better outcome that will finally resolve the simple requests we have with WASH since it has been months already. Business Response /* (4000, 9, 2022/04/08) */ We understand your frustrations. Again before changing equipment, it is our standard process that the management company is informed along with a notice of any price changes. We ask that your management company contact us so we can discuss options for reverting old equipment. Thank you.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ***See Attached Document***

  Business response

  03/11/2022

  To whom it may concern, we sincerely apologize for ************************ experience. Based on our records today, there was no card received, thus the refund check was not issued. We have placed a ticket to process and send out the $20 refund that was initially requested. We appreciate ************************ patience and understanding as we resolve this issue.
  
  Please allow up to 2 weeks for the refund to process and the check to arrive by mail.
  
  Thank you.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The nature of this dispute is false / deceptive advertising. This company promises that doing laundry with them is easy and worry free. For example, "washer broken? You lose money in a machine? Not to worry - just fill out this form online and we will take care of it". For the last 10 years I have been using their machines but in the last 1.5 years I have weekly problems with our machine, I lose money, the machine doesn't operate properly...I have PTSD doing laundry now - I dread it. I know that the clothes will still be dirty and they will come out of dryer wet. I have written in the the website several times and even e-mailed their la call center with 16 photos of laundry drying all over my house on 16 different occassions.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/17) */ We sincerely apologize for Ms. *******'s experience with **** and understand her frustrations. As of today, all service requests have been resolved, and our records indicate the machines are in working condition. If there are specific machine issues that persist, we'd be happy to resolve them. To better assist, we ask that Ms. ******* provide us with the machine #s and problem description(s). 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. ↩