Hercules

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.

A new check for $5.50 will be sent [redacted] to [redacted] on Thursday, May **.

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 $50 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.

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:What is the date it was allegedly sent out? I am supposed to allow 4 days from When????????? 
 
 
 
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 becauseI will see if I actually receive it this time.
 
 
 
 
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]the email Barry H[redacted] claims he sent me was NEVER received by me. That email makes NO SENSE to me. What 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 6/**/16 and now he is saying it was sent 6/**/16. Which is it? I still don't have my refund! This refund was requested online since approximately 6/*/16 or 6/*/16. I was told by Barry H[redacted] that he would call back THAT SAME DAY. When he did not, I tried to call him and was told that he was "out of his office". Customer service at Hercules is very poor. I 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]

Here is a copy of the email that I sent to the building resident on Friday and then on Saturday.  I called her, emailed her and even provided the previous check information.  We are sending her a new check this week as I stated in my email to her.  I truly do not understand why the...

Revdex.com was contacted for $2.50, when I made it clear on Saturday that a new check was being mailed to her this week.  [redacted]
 
[redacted]
 
[redacted]
 
[redacted]
 
[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[redacted], 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]

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 recourse. i 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 lower. so, 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 way. On the other hand, Hercules, while polite in their response, has not convinced me they are not at fault.
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:

 It is now almost 4:00 pm and I have not heard from anyone? This is part of the problem and terrible customer service, even if you disagree with me. I 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 machines. I am most confused by this. If 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 situation. 1- I am very careful and use less than the recommended amount of detergent. 2- 50% of the time the machines work fine and I do nothing different. I 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]

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 $10 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[redacted]Vice President of Marketing and Customer Service

This is a copy of the email that I just sent to [redacted],I
received your complaint from the Revdex.com and wanted to respond
back to you first, before writing back to the Revdex.com directly. I can assure you
that the Smart Card that we distribute to the residents of your...

building as
well as all of the buildings that we do business with in NY, NJ, CT and PA do
not “double dip” as you noted in your complaint.  When the Smart Card is
inserted into a washer or dryer, the card must be left in until you are asked
to select a wash cycle and if you leave the card in too long, you are told to
remove it from the washer. At that time, the cost of the wash or dry is then
taken from the card.  If there is a problem and the money is taken from
the card, that could be a mechanical problem or you are removing the card prematurely. 
I am going to arrange for our service manager (George L[redacted]) to contact you
and arrange to meet with you in the laundry room to discuss your issues so that
we can settle this as quickly as possible.With
respect to your issue about a print out of your card transactions in the
individual washers and dryers, we do not retain individual card transactions in
the machines.  We cannot tell you that for example, in the month of
November, you personally did 9 washes, based on your individual card being inserted
9 times into machines.  If we could, laundry would be a great deal more
expensive based on the technology required for this.  As far as I know, no
laundry provider is able to compute this.  Therefore, we are not
withholding information from you.  We have received few service calls at
Bon Aire since we installed back in July 2015.  I have spoken with the
management company to advise them of the issues that you brought to our
attention.  Thank you.[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
[redacted]

Hi [redacted], Please understand that the refund process does take roughly 21 days.  The check was in fact CUT (ISSUED) on 6/**/2016 and it was mailed out on 6/**/2016.  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 you. Thank you! Barry H[redacted]

Review: The company, Hercules, has washer / dryer in our building. Pay for service, using a "chipped" debit card. Users load money into their account, the cards balances are updated, and cards are inserted into machines to pay.

I have suspected, but can't prove, that they are "double dipping" periodically, on washing and drying. The "double dipping" is where I insert my card, make all the selections, and then there is a delay. During this process, at some point the this whole transaction, the card balance will display. During this delay, card is still inserted in machine and it appears as if the transaction is processing. If you pull the card too soon, it normally will cancel the transaction.

On a few occasions, all of above has happened BUT the washer / dryer haven't started. One would think the transaction would be voided, but the balance appears to be depleting on the card, with another charge going through for the same transaction.

I called Hercules to ask for a "print out" of the transactions on my account, since I have a dedicated "laundry card" provided by the vendor. I figured with an account activity display, I can in fact determine if the "double dipping" is going on. I spoke with Ray, from Hercules, two weeks ago, and he advised that they can't / won't / don't have this type of accounting. He offered to have a district manager call me back, and I said yes, I'd like the call. No call back.Desired Settlement: Because I can't "prove" either way that Hercules is double charging for the laundry service, I would like my DETAILED account information, at least. With the detailed accounting of my specific laundry card, I believe it should be easy enough to determine if anything improper, with regards to billing, is going on.

If the accounting proves that they haven't done any double billing, it will resolve my nagging doubt. If the accounting proves that they are double billing, I want to be credited back for the overbill, and documentation that I can provide to my co-op board, so we can review keeping this vendor on premise.

Also - if there is in fact double billing going on, I want to hear from someone from the company advising how they will prevent this issue from recurring in the future - permanent resolution of the issue.

Business

Response:

This is a copy of the email that I just sent to [redacted],I

received your complaint from the Revdex.com and wanted to respond

back to you first, before writing back to the Revdex.com directly. I can assure you

that the Smart Card that we distribute to the residents of your building as

well as all of the buildings that we do business with in NY, NJ, CT and PA do

not “double dip” as you noted in your complaint. When the Smart Card is

inserted into a washer or dryer, the card must be left in until you are asked

to select a wash cycle and if you leave the card in too long, you are told to

remove it from the washer. At that time, the cost of the wash or dry is then

taken from the card. If there is a problem and the money is taken from

the card, that could be a mechanical problem or you are removing the card prematurely.

I am going to arrange for our service manager (George L[redacted]) to contact you

and arrange to meet with you in the laundry room to discuss your issues so that

we can settle this as quickly as possible.With

respect to your issue about a print out of your card transactions in the

individual washers and dryers, we do not retain individual card transactions in

the machines. We cannot tell you that for example, in the month of

November, you personally did 9 washes, based on your individual card being inserted

9 times into machines. If we could, laundry would be a great deal more

expensive based on the technology required for this. As far as I know, no

laundry provider is able to compute this. Therefore, we are not

withholding information from you. We have received few service calls at

Bon Aire since we installed back in July 2015. I have spoken with the

management company to advise them of the issues that you brought to our

attention. Thank you.[redacted]

Consumer

Response:

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[redacted], 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,

Business

Response:

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.

Consumer

Response:

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 recourse. I 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 lower. so, 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 way. On the other hand, Hercules, while polite in their response, has not convinced me they are not at fault.

Sincerely,

I am not surprised this company is not Revdex.com accredited. They are TERRIBLE. Their laundry machines and systems rarely work properly and their customer service is awful. There is a place in hell for people like this.

Review: I bought a $25 laundry card and received an error that stated "warning- card error, Please present card and receipt to management" . Long story short, I was charged $25 for a laundry card where the funds were removed from my bank account but not transferred to the actual laundry card. I first spoke to a [redacted] ( 4- 5 phone calls back and forth) and explained the situation. [redacted] had confirmed that the error did occur and that they would send me a new $25 card. Several months went by, and I still didn't receive the card. I then spoke to a man by the name of [redacted] that said that they sent the card out but it went to a wrong apartment number. He said the card was sent to apt [redacted] instead of [redacted], he then said he would speak to his supervisor and get back to me. I have had at least 10 calls to this company, and I think they intentionally continue to give you the run around so you forget the issue and never call back. Whenever I call I get inconsistent information such as they cant find my account, one representative gave me his extension number [redacted] @ ext. [redacted] but when I called back the next representative said they don't have extension numbers. I think they purposely make getting your money back extremely difficult, and that is just not right.Desired Settlement: I would like this company to refund my card or give me the $25 on a new laundry card (IN A TIMELY FASHION)

Business

Response:

I'm very sorry for the problems that you experienced with Hercules with respect to the receipt of your new laundry card with $25.00 pre-loaded on the card. Unfortunately, our customer service department made numerous errors concerning the processing of your original request. We inadvertently mailed the card (back on 3/*/13) to apartment #[redacted] instead of [redacted], thereby resulting in a tremendous inconvenience for you. It also sounds like you experienced a great deal of inconvenience having made numerous calls to our customer service department and were not satisfied. On Monday morning (10/*), I am sending you, by way of overnight mail, a new laundry room Smart Card with $30.00 pre-loaded on the card. I will make certain that we mail the card to apartment # [redacted]. Again, I apologize for your experience and I will make certain in the future that we handle our calls more efficiently.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,