I am writing in response to a complaint registered by a tenant by the name of *** *** that lives at an apartment community in Bloomington, IN., we currently service through contract with the property ownersThe property has on site
laundry rooms consisting of washers and dryers each with a total of apartments having access to those rooms
Like many of our accounts we utilize Speed Queen Equipment at this account too. This facility does have the models listed in her complaint Top load Washer Model #SWTT20WN and floor model electric dryer’s #SDET07WF all pieces were installed new on10-16-for a year lease term not scheduled for replacement until after 10-16-at the earliest per the terms of the contract between Jetz and the property owner. Yes we have responded to her complaints on multiple occasions and found the machines operating as designed
What the average consumer does not realize:
Ms*** states she has used Speed Queen Equipment in the past at other facilities and can be satisfied with the service that brand provides. There can be large differences in the modes of equipment as to what they can and cannot do or they may look the same on the outside but be different on the inside, programmed to use a lot of water or little water, so depending on the year make and model one must compare apples to apples before one can claim I have used the same Speed Queens at different locations and these are different, yes they may very well be different depending on what year of manufacture of the equipment is, what regulations were in place at the time of manufacture and the machine capacity in tub cubic feet. Speed Queen Equipment has not changed in outward appearance much for the last years, we have them still in service of that age. The older the models use more water
The truth is all washing machines produced are regulated by DOE regulations and are permitted to use only so many gallons per cycle. Speed Queen along with other brand manufactures all offer several models with several different rating factors so some use more water some use less; however there is still years left on the current lease, the models on site have been tested and preform as designed for the model year so they will stay their remaining years at that community. They will not be replaced until at the earliest so her request for new machines will be declined. The top load models we purchase for installation are now down to gallons per cycle
All manufactures are forced to deal with these regulations, it is Federal Law; we as vendors are placed in the position to tell consumers the standard washer from years gone by is changing from being energy hogs to energy conserving equipment, with that change everyone is forced to cut the load size down to get the proper ratio of water versus load to get the same clean and all at the ever increasing price.
There are many interesting articles regarding these regulations and what the consequences are to the public over time if you take to time to google DOE regulations laundry
In short I am sorry but I could not respond to the Revdex.com about Ms***s complaint without first telling a little laundry industry history how it is regulated and say we cannot alter the equipment to add more water to the cycle for a better rinse according to federal law, which would increase the water usage per load If we did alter the equipment we would be violating that law and liable for the consequences of doing so
And just an FYI,
We also discussed this complaint with the property owners, they were adamant and stated we at Jetz are to take no more service complaints from her in the future and to refer her to the property management company to which she pays her monthly rent as they have also followed up with their residents regarding the matter and found Ms*** the only person complaining about our service and equipment out of units there
Thank you for your time
Brian ***, Regional Manager
I am sorry you experienced issues with the laundry credit card activation equipment at the Brookwood Apartment community and I wish to clear the matter up
"MARGIN: 0in 0in 0pt">I am in receipt of a letter from the Revdex.com stating you wish a refund of $for service paid for with your Master Card but not utilized
May I have first and the last digits of the Master Card you utilize (????-??00-0000-????) in the laundry facility so I can run the number through the system to see what you activated since the installation of the equipment and when (dates and times of activation)? If you have multiple Master Cards with different account numbers I will need the same for any additional cards as well
I must be able to confirm the lost Master Card transactions with Heartland Micro Payments (the clearing house for debit/credit payments) before I can go further and issue a refund to you
Thank you
Brian A***
Regional Manager
I have had many correspondences with Mr. [redacted] regarding his claim of our service overcharging his account, the first starting in June 2015 shortly after the installation of the new laundry equipment the attached October 30, 2015 records...
indicate the overcharge not to be the case again.
Mr. [redacted] resides at an Apartment Community where the Jetz Service Company, Inc. provides the community laundry service located in a central room on the property.
This equipment can be started by coin or by credit and or debit card, the community has set the pricing for a charge of $2.00 per wash cycle and $2.00 per one hour dry cycle for the standard single load dryers.
A person can activate any piece of equipment by dropping in a total of 8 US quarters or simply insert a credit/debit card and activate any piece of equipment.
This credit/debit activation system is “add on” and not manufactured by the Speed Queen Corporation and the brand of laundry equipment currently installed on location.
The “add on credit/debit card activation system” is offered by the Heartland Micro Payments System which offers many add on card type systems to start many different devices that would be coin activated, the systems are installed for the convenience of the residents so they do not have to track down coins to start our equipment and have been in use for years around the country.
The Heartland Micro Payments Company is a clearing house for Banking Institutions and the go between the card user and the bank that insures the charge at the point of sale is valid (a laundry machine start)and funds are available on the card to make the needed purchase. Business contract with these clearing houses that accept credit and or debit card purchases to intercept transactions so they have the assurance they will receive those funds for the purchase made by the card user or a preauthorization is given to the account as a record the purchase is good and can go through or declined due to inadequate funds on the account. I am certain everyone has been in line at some checkout stand, the cashier hands the card back to the person in front of you and says “sorry your card has been declined” Heartland or other Payment type systems are the companies that provide that type of information to the point of sale accounts. We use two different companies, Heartland and Global Payments
The way the system works:
When a person activates the equipment by card, within seconds the charge is either accepted or declined, if the transaction is good, the card reader screen reads “Authorizing” and reads press start on the machine and the selected cycle will start. If you change your mind you can select cancel and the activation will stop and there will be no charge to your account.
The preauthorization for doing laundry is a bit different than a normal purchase like going to a gas station or the grocery store when your end sale is known at the time the sale is completed.
With laundry it can take an hour and a half just to wash and dry 1 load; it is assumed if you wash you are going to dry and when one trudges down to the laundry is generally time to wash and dry more than 1 load therefor Heartland has set a preauthorization amount of four (4) times the cost of the vend in this case $2.00 per cycle or a $8.00 hold on any card start so a person is preauthorized to wash and dry 2 loads of laundry.
Heartland holds that pending $8.00 for a total of 180 minutes or 3 hours’ time then releases any unused portion of that hold back to the person’s bank to be added back to their account, so it is like you purchased 2 wash and 2 dry loads for a total of $8.00 then used only 1 washer and 1 dryer for a total of $4.00 in a 3 hour period your bank received a credit back to your account of $4.00. There are signs posted in the laundry room telling of what is called a “BANK HOLD” even though Heartland Co., has released those unused funds back to your bank at the 180 minute point, the bank may take up to 72 hours to credit those funds bank toy your account… these are rules set by the banking institution that you have acquired your card from and vary from bank to bank, we at Jetz or Heartland has no control over the bank hold period.
A person using their card must be able to understand how to balance their account with purchases and credit’s back into their funds or it is simply impossible to keep an accurate record of the dollar amount you own and at your disposal.
Jetz is not the only laundry vendor utilizing the Heartland System Nationwide, we have hundreds of accounts with in the 15 states we service running the add on system, seldom is there an error, if there is an error it is corrected.
Dozens of Mr. [redacted] fellow residents at the Brookwood Apartments utilize the same card activation equipment without complaint.
I can assure the Revdex.com and Mr. [redacted] if he was due a return of any unused funds form his purchase on 10-30-2015 they were released back to his bank.
The attached records show that Mr. [redacted] started 4 appliances on 10-30-2015 down to the minute of activation with his card # XXXX-XXXX-XXXX-8325 not the 1 that he claims and no refund is due him. I have confirmed through Heartland any unused funds have been returned to his bank, they agree he was authorized for 2 wash and 2 dry, he used 2 washers and 2 dryers.
Since Mr. [redacted] continues to have problems activating the machines with a card, might I suggest he start using coins as the machines can be activated either way. Using coins would eliminate and or solve his problem.
I will be happy to answer any questions you may have as to a follow up to Mr. [redacted] complaint.
Brian [redacted], Regional Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Regards,
[redacted]
The company that she was actually referring to was not Jetz Service Co., Inc., but Heartland, which is a credit card company. (The credit card swipes are installed on our equipment in the laundry room). Heartland states that they do not have any...
record of phone calls or e-mails from [redacted], and it’s their company policy to document all calls and e-mails from customers. [redacted] said that she only contacted Jetz once, and that was to get the number for Heartland.
However, after taking the time to look into this, the charges that she has on her credit card are valid. But they were charges from a credit company that was installed at her apartment complex before Heartland was installed, which was in July/August of 2013. The old credit card system was not real time, which means that after a credit card was swiped, it sat until collected. Since we only collected once a month, the charges came on a later date, which is understandably confusing. The charges on her card do not match the dates on which she actually did laundry, which is where the confusion comes in.
I have called [redacted] and left a voice mail message, explaining the charges. I’ve also sent an e-mail with copies of the charges that broke down the dates that the card was used in the laundry room. I welcome any further dialogue if necessary to ensure customer satisfaction.
Regards,
[redacted]Regional Manager
Jetz Service company
[redacted]@jetzservice.com
I am writing in response to a complaint registered by a tenant by the name of *** *** that lives at an apartment community in Bloomington, IN., we currently service through contract with the property ownersThe property has on site
laundry rooms consisting of washers and dryers each with a total of apartments having access to those rooms
Like many of our accounts we utilize Speed Queen Equipment at this account too. This facility does have the models listed in her complaint Top load Washer Model #SWTT20WN and floor model electric dryer’s #SDET07WF all pieces were installed new on10-16-for a year lease term not scheduled for replacement until after 10-16-at the earliest per the terms of the contract between Jetz and the property owner. Yes we have responded to her complaints on multiple occasions and found the machines operating as designed
What the average consumer does not realize:
Ms*** states she has used Speed Queen Equipment in the past at other facilities and can be satisfied with the service that brand provides. There can be large differences in the modes of equipment as to what they can and cannot do or they may look the same on the outside but be different on the inside, programmed to use a lot of water or little water, so depending on the year make and model one must compare apples to apples before one can claim I have used the same Speed Queens at different locations and these are different, yes they may very well be different depending on what year of manufacture of the equipment is, what regulations were in place at the time of manufacture and the machine capacity in tub cubic feet. Speed Queen Equipment has not changed in outward appearance much for the last years, we have them still in service of that age. The older the models use more water
The truth is all washing machines produced are regulated by DOE regulations and are permitted to use only so many gallons per cycle. Speed Queen along with other brand manufactures all offer several models with several different rating factors so some use more water some use less; however there is still years left on the current lease, the models on site have been tested and preform as designed for the model year so they will stay their remaining years at that community. They will not be replaced until at the earliest so her request for new machines will be declined. The top load models we purchase for installation are now down to gallons per cycle
All manufactures are forced to deal with these regulations, it is Federal Law; we as vendors are placed in the position to tell consumers the standard washer from years gone by is changing from being energy hogs to energy conserving equipment, with that change everyone is forced to cut the load size down to get the proper ratio of water versus load to get the same clean and all at the ever increasing price.
There are many interesting articles regarding these regulations and what the consequences are to the public over time if you take to time to google DOE regulations laundry
In short I am sorry but I could not respond to the Revdex.com about Ms***s complaint without first telling a little laundry industry history how it is regulated and say we cannot alter the equipment to add more water to the cycle for a better rinse according to federal law, which would increase the water usage per load If we did alter the equipment we would be violating that law and liable for the consequences of doing so
And just an FYI,
We also discussed this complaint with the property owners, they were adamant and stated we at Jetz are to take no more service complaints from her in the future and to refer her to the property management company to which she pays her monthly rent as they have also followed up with their residents regarding the matter and found Ms*** the only person complaining about our service and equipment out of units there
Thank you for your time
Brian ***, Regional Manager
I am sorry you experienced issues with the laundry credit card activation equipment at the Brookwood Apartment community and I wish to clear the matter up
"MARGIN: 0in 0in 0pt">I am in receipt of a letter from the Revdex.com stating you wish a refund of $for service paid for with your Master Card but not utilized
May I have first and the last digits of the Master Card you utilize (????-??00-0000-????) in the laundry facility so I can run the number through the system to see what you activated since the installation of the equipment and when (dates and times of activation)? If you have multiple Master Cards with different account numbers I will need the same for any additional cards as well
I must be able to confirm the lost Master Card transactions with Heartland Micro Payments (the clearing house for debit/credit payments) before I can go further and issue a refund to you
Thank you
Brian A***
Regional Manager
I have had many correspondences with Mr. [redacted] regarding his claim of our service overcharging his account, the first starting in June 2015 shortly after the installation of the new laundry equipment the attached October 30, 2015 records...
indicate the overcharge not to be the case again.
Mr. [redacted] resides at an Apartment Community where the Jetz Service Company, Inc. provides the community laundry service located in a central room on the property.
This equipment can be started by coin or by credit and or debit card, the community has set the pricing for a charge of $2.00 per wash cycle and $2.00 per one hour dry cycle for the standard single load dryers.
A person can activate any piece of equipment by dropping in a total of 8 US quarters or simply insert a credit/debit card and activate any piece of equipment.
This credit/debit activation system is “add on” and not manufactured by the Speed Queen Corporation and the brand of laundry equipment currently installed on location.
The “add on credit/debit card activation system” is offered by the Heartland Micro Payments System which offers many add on card type systems to start many different devices that would be coin activated, the systems are installed for the convenience of the residents so they do not have to track down coins to start our equipment and have been in use for years around the country.
The Heartland Micro Payments Company is a clearing house for Banking Institutions and the go between the card user and the bank that insures the charge at the point of sale is valid (a laundry machine start)and funds are available on the card to make the needed purchase. Business contract with these clearing houses that accept credit and or debit card purchases to intercept transactions so they have the assurance they will receive those funds for the purchase made by the card user or a preauthorization is given to the account as a record the purchase is good and can go through or declined due to inadequate funds on the account. I am certain everyone has been in line at some checkout stand, the cashier hands the card back to the person in front of you and says “sorry your card has been declined” Heartland or other Payment type systems are the companies that provide that type of information to the point of sale accounts. We use two different companies, Heartland and Global Payments
The way the system works:
When a person activates the equipment by card, within seconds the charge is either accepted or declined, if the transaction is good, the card reader screen reads “Authorizing” and reads press start on the machine and the selected cycle will start. If you change your mind you can select cancel and the activation will stop and there will be no charge to your account.
The preauthorization for doing laundry is a bit different than a normal purchase like going to a gas station or the grocery store when your end sale is known at the time the sale is completed.
With laundry it can take an hour and a half just to wash and dry 1 load; it is assumed if you wash you are going to dry and when one trudges down to the laundry is generally time to wash and dry more than 1 load therefor Heartland has set a preauthorization amount of four (4) times the cost of the vend in this case $2.00 per cycle or a $8.00 hold on any card start so a person is preauthorized to wash and dry 2 loads of laundry.
Heartland holds that pending $8.00 for a total of 180 minutes or 3 hours’ time then releases any unused portion of that hold back to the person’s bank to be added back to their account, so it is like you purchased 2 wash and 2 dry loads for a total of $8.00 then used only 1 washer and 1 dryer for a total of $4.00 in a 3 hour period your bank received a credit back to your account of $4.00. There are signs posted in the laundry room telling of what is called a “BANK HOLD” even though Heartland Co., has released those unused funds back to your bank at the 180 minute point, the bank may take up to 72 hours to credit those funds bank toy your account… these are rules set by the banking institution that you have acquired your card from and vary from bank to bank, we at Jetz or Heartland has no control over the bank hold period.
A person using their card must be able to understand how to balance their account with purchases and credit’s back into their funds or it is simply impossible to keep an accurate record of the dollar amount you own and at your disposal.
Jetz is not the only laundry vendor utilizing the Heartland System Nationwide, we have hundreds of accounts with in the 15 states we service running the add on system, seldom is there an error, if there is an error it is corrected.
Dozens of Mr. [redacted] fellow residents at the Brookwood Apartments utilize the same card activation equipment without complaint.
I can assure the Revdex.com and Mr. [redacted] if he was due a return of any unused funds form his purchase on 10-30-2015 they were released back to his bank.
The attached records show that Mr. [redacted] started 4 appliances on 10-30-2015 down to the minute of activation with his card # XXXX-XXXX-XXXX-8325 not the 1 that he claims and no refund is due him. I have confirmed through Heartland any unused funds have been returned to his bank, they agree he was authorized for 2 wash and 2 dry, he used 2 washers and 2 dryers.
Since Mr. [redacted] continues to have problems activating the machines with a card, might I suggest he start using coins as the machines can be activated either way. Using coins would eliminate and or solve his problem.
I will be happy to answer any questions you may have as to a follow up to Mr. [redacted] complaint.
Brian [redacted], Regional Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Regards,
[redacted]
The company that she was actually referring to was not Jetz Service Co., Inc., but Heartland, which is a credit card company. (The credit card swipes are installed on our equipment in the laundry room). Heartland states that they do not have any...
record of phone calls or e-mails from [redacted], and it’s their company policy to document all calls and e-mails from customers. [redacted] said that she only contacted Jetz once, and that was to get the number for Heartland.
However, after taking the time to look into this, the charges that she has on her credit card are valid. But they were charges from a credit company that was installed at her apartment complex before Heartland was installed, which was in July/August of 2013. The old credit card system was not real time, which means that after a credit card was swiped, it sat until collected. Since we only collected once a month, the charges came on a later date, which is understandably confusing. The charges on her card do not match the dates on which she actually did laundry, which is where the confusion comes in.
I have called [redacted] and left a voice mail message, explaining the charges. I’ve also sent an e-mail with copies of the charges that broke down the dates that the card was used in the laundry room. I welcome any further dialogue if necessary to ensure customer satisfaction.
Regards,
[redacted]Regional Manager
Jetz Service company
[redacted]@jetzservice.com