Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I have made numerous calls to the service I spoke to someone named Gene and Ricardo I also ran into other tenants who were having problems and we're going to call the number on the cardI saw the truck there on Thursday a week ago today, and try to use the machine Friday it was still out of order and then I checked Saturday and it worked They told me they would forward my concernsAs to resolving the problem I was never offered to have money put on the card the way this person is suggesting In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I did receive a timely email from Barry H***, advising how the card / service works Since I've been using them for months, it was just reiterative He explained that the cards won't double dip, and that they don't have the records I require.This was followed up with a call from one of his managers While the communications were quick ,pleasant in tone, the only "resolution" were their assurances that I wasn't being double billed They also offered to have a tech come and walk me through using the washers / dryers I appreciate the attempt, but advised that I didn't think it was necessary as I KNOW how to use the machines, but when some of the initial transactions are "voided" and it appears I'm being billed for both the "void" and subsequent transaction AND this is an intermittent issue, the tech wouldn't be helpful.So, the call concluded I'm not terribly satisfied, but they insist they can't show me my accounting He did say someone would be on site soon, and they'd contact me in person, when they were here.Overall, I'm a little disappointed with this transaction, but through no fault of the Revdex.com Thank you for your assistance with this issue and my apologies with the delayed response With holidays and work, I'm running behind Sincerely, [redacted]
Our service manager, George L [redacted] spoke with the resident of the building on Monday night We also mailed the resident a new laundry room smart card with $pre-loaded on to the card I'm not sure what else we can do to make this right with the resident of the building Her original complaint was that she was asking for additional money for her time and inconvenience We covered that We also had our service manager reach out to her to further explain the situation and provide assistance
Hi [redacted] , Please understand that the refund process does take roughly days The check was in fact CUT (ISSUED) on and it was mailed out on That was a simple miscommunication error As per our accounting department, refund checks are cut ONLY once a week, usually on a Friday I have spoken with Ursula D [redacted] , who is the person ion charge of issuing all refund checks and she has assured me that a new check will be cut and sent out to you on Friday, 7/* We do apologize for any inconvenience that this has caused Ursula will be in contact with you shortly Please look out for her email as she will need to confirm some information with youThank you! Barry H***
As I had previously explained to [redacted] , there was no malfunction of the washer itself Initially it was noted by [redacted] that the clothing came out rusty stained and discolored Then it was reported the clothing came out with bleach on them Bleach is not retained in a wash cycle, so any bleach would have come form a previous user that could have been spilled on the machine I had previously had a $refund check mailed to [redacted] as a gesture of goodwill I will raise the level of compensation to $which is more than generous based on the clothing in the wash If this is satisfactory, please advise and I will have the check processed this week Thank you
We attempted to reach out to the person who complained to the Revdex.com Our Service Manager, George L [redacted] had a lengthy conversation with the person and offered to meet her in the laundry room to show her how to correctly use the machines and the use of the smart card The resident of the building declined to meet with George, saying it was a waste of her time and took offense that George would be providing her with instruction There is nothing more that can be done at this time We have never, ever received a complaint involving "double dipping" and as explained to the resident, we do not track individual wash and dry usage on a person's smart card not one single resident has ever expressed this complaint to Hercules
As requested the revalue machine in the laundry room has been working more often then not as noted in our previous responseThe technician has had multiple instances whereas he was at the location, tested the machines and found them to be in working orderWe find no reason to replace machines in the laundry room
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: It is now almost 4:pm and I have not heard from anyone? This is part of the problem and terrible customer service, even if you disagree with meI will accept the terms you state when I get the laundry card in the mail If I can not even get someone to email me or call me, I am not sure how I am expected to believe that I will get a laundry card.It also seems I am being "blamed" for the way in which I am using the machinesI am most confused by thisIf this is the case why would you not have told me the "correct way" before? I have spoken to several people and no one ever said a word about ways in which I might help the situation1- I am very careful and use less than the recommended amount of detergent2- 50% of the time the machines work fine and I do nothing differentI have very carefully loaded the machines, not to much and not to little to make sure[redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me, but without them providing their records, I have no recoursei would like to at least dispute their response If you saw the email I sent earlier re this issue - George did offer to come out and "give me a lesson" with regards to doing laundry Since I know how to do laundry, AND as I've continually stated, this problem appears to be intermittent, after I've already "stepped" thru the setup, I advised him I didn't think it was worth the effort This isn't about me not understanding or getting the concept of laundry, this is about the laundry cycle voiding itself out AFTER its deducted the money When I run thru the second cycle, with the same load, the balance appears to be lowerso, I take offense to the way they responded As I feel like I'm being double charged and they have done absolutely nothing to disprove that, I think I handled myself with professionalism and courtesy I didn't once raise my voice, use foul language or was abusive in any wayOn the other hand, Hercules, while polite in their response, has not convinced me they are not at fault Sincerely, [redacted]
We have not processed any refunds for [redacted] ***, however, our customer service department will be contacting [redacted] this morning after 9AM and will be processing his request for the $refund after the conversation We show no records of his call, and we are also further investigating when his calls were received and if the information was taken down by our after hours service and mistakenly not entered This will be completely taken care of today.Barry H***Vice President of Marketing and Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]the email Barry H [redacted] claims he sent me was NEVER received by meThat email makes NO SENSE to meWhat good is sending me a check number???? I don,t have the check! Furthermore the customer service center has told me the check was in the mail on and now he is saying it was sent Which is it? I still don't have my refund! This refund was requested online since approximately I was told by Barry H [redacted] that he would call back THAT SAME DAYWhen he did not, I tried to call him and was told that he was "out of his office"Customer service at Hercules is very poorI am STILL WAITING for my check for $2.50! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I have made numerous calls to the service I spoke to someone named Gene and Ricardo I also ran into other tenants who were having problems and we're going to call the number on the cardI saw the truck there on Thursday a week ago today, and try to use the machine Friday it was still out of order and then I checked Saturday and it worked They told me they would forward my concernsAs to resolving the problem I was never offered to have money put on the card the way this person is suggesting In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
A new check for $will be sent [redacted] to [redacted] on Thursday, May **
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I did receive a timely email from Barry H***, advising how the card / service works Since I've been using them for months, it was just reiterative He explained that the cards won't double dip, and that they don't have the records I require.This was followed up with a call from one of his managers While the communications were quick ,pleasant in tone, the only "resolution" were their assurances that I wasn't being double billed They also offered to have a tech come and walk me through using the washers / dryers I appreciate the attempt, but advised that I didn't think it was necessary as I KNOW how to use the machines, but when some of the initial transactions are "voided" and it appears I'm being billed for both the "void" and subsequent transaction AND this is an intermittent issue, the tech wouldn't be helpful.So, the call concluded I'm not terribly satisfied, but they insist they can't show me my accounting He did say someone would be on site soon, and they'd contact me in person, when they were here.Overall, I'm a little disappointed with this transaction, but through no fault of the Revdex.com Thank you for your assistance with this issue and my apologies with the delayed response With holidays and work, I'm running behind Sincerely, [redacted]
Our service manager, George L [redacted] spoke with the resident of the building on Monday night We also mailed the resident a new laundry room smart card with $pre-loaded on to the card I'm not sure what else we can do to make this right with the resident of the building Her original complaint was that she was asking for additional money for her time and inconvenience We covered that We also had our service manager reach out to her to further explain the situation and provide assistance
Hi [redacted] , Please understand that the refund process does take roughly days The check was in fact CUT (ISSUED) on and it was mailed out on That was a simple miscommunication error As per our accounting department, refund checks are cut ONLY once a week, usually on a Friday I have spoken with Ursula D [redacted] , who is the person ion charge of issuing all refund checks and she has assured me that a new check will be cut and sent out to you on Friday, 7/* We do apologize for any inconvenience that this has caused Ursula will be in contact with you shortly Please look out for her email as she will need to confirm some information with youThank you! Barry H***
As I had previously explained to [redacted] , there was no malfunction of the washer itself Initially it was noted by [redacted] that the clothing came out rusty stained and discolored Then it was reported the clothing came out with bleach on them Bleach is not retained in a wash cycle, so any bleach would have come form a previous user that could have been spilled on the machine I had previously had a $refund check mailed to [redacted] as a gesture of goodwill I will raise the level of compensation to $which is more than generous based on the clothing in the wash If this is satisfactory, please advise and I will have the check processed this week Thank you
We attempted to reach out to the person who complained to the Revdex.com Our Service Manager, George L [redacted] had a lengthy conversation with the person and offered to meet her in the laundry room to show her how to correctly use the machines and the use of the smart card The resident of the building declined to meet with George, saying it was a waste of her time and took offense that George would be providing her with instruction There is nothing more that can be done at this time We have never, ever received a complaint involving "double dipping" and as explained to the resident, we do not track individual wash and dry usage on a person's smart card not one single resident has ever expressed this complaint to Hercules
As requested the revalue machine in the laundry room has been working more often then not as noted in our previous responseThe technician has had multiple instances whereas he was at the location, tested the machines and found them to be in working orderWe find no reason to replace machines in the laundry room
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: It is now almost 4:pm and I have not heard from anyone? This is part of the problem and terrible customer service, even if you disagree with meI will accept the terms you state when I get the laundry card in the mail If I can not even get someone to email me or call me, I am not sure how I am expected to believe that I will get a laundry card.It also seems I am being "blamed" for the way in which I am using the machinesI am most confused by thisIf this is the case why would you not have told me the "correct way" before? I have spoken to several people and no one ever said a word about ways in which I might help the situation1- I am very careful and use less than the recommended amount of detergent2- 50% of the time the machines work fine and I do nothing differentI have very carefully loaded the machines, not to much and not to little to make sure[redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me, but without them providing their records, I have no recoursei would like to at least dispute their response If you saw the email I sent earlier re this issue - George did offer to come out and "give me a lesson" with regards to doing laundry Since I know how to do laundry, AND as I've continually stated, this problem appears to be intermittent, after I've already "stepped" thru the setup, I advised him I didn't think it was worth the effort This isn't about me not understanding or getting the concept of laundry, this is about the laundry cycle voiding itself out AFTER its deducted the money When I run thru the second cycle, with the same load, the balance appears to be lowerso, I take offense to the way they responded As I feel like I'm being double charged and they have done absolutely nothing to disprove that, I think I handled myself with professionalism and courtesy I didn't once raise my voice, use foul language or was abusive in any wayOn the other hand, Hercules, while polite in their response, has not convinced me they are not at fault Sincerely, [redacted]
We have not processed any refunds for [redacted] ***, however, our customer service department will be contacting [redacted] this morning after 9AM and will be processing his request for the $refund after the conversation We show no records of his call, and we are also further investigating when his calls were received and if the information was taken down by our after hours service and mistakenly not entered This will be completely taken care of today.Barry H***Vice President of Marketing and Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]the email Barry H [redacted] claims he sent me was NEVER received by meThat email makes NO SENSE to meWhat good is sending me a check number???? I don,t have the check! Furthermore the customer service center has told me the check was in the mail on and now he is saying it was sent Which is it? I still don't have my refund! This refund was requested online since approximately I was told by Barry H [redacted] that he would call back THAT SAME DAYWhen he did not, I tried to call him and was told that he was "out of his office"Customer service at Hercules is very poorI am STILL WAITING for my check for $2.50! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]