I have had many correspondences with Mr [redacted] regarding his claim of our service overcharging his account, the first starting in June shortly after the installation of the new laundry equipment the attached October 30, records indicate the overcharge not to be the case again Mr [redacted] resides at an Apartment Community where the Jetz Service Company, Incprovides 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 $per wash cycle and $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 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 accountsWe 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 startIf 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 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 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 load therefor Heartland has set a preauthorization amount of four (4) times the cost of the vend in this case $per cycle or a $hold on any card start so a person is preauthorized to wash and dry loads of laundry Heartland holds that pending $for a total of minutes or 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 wash and dry loads for a total of $then used only washer and dryer for a total of $in a hour period your bank received a credit back to your account of $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 minute point, the bank may take up to 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 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-they were released back to his bank The attached records show that Mr [redacted] started appliances on 10-30-down to the minute of activation with his card # XXXX-XXXX-XXXX-not the 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 wash and dry, he used washers and 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 ***, Regional Manager
I have asked Mr [redacted] to provide banking records to prove his claim of being overcharged from his last complaint to the Revdex.com and has not yet done so from a response from me dated 7-13-2015, now comes another complaint and again, I will need to see banking statements proving your claim of another $over charge The attachments above and the email from 7-10-have been added for your convenience.Mr [redacted] there are signs posted in the room regarding “Bank Holds” There is a “Bank Hold” placed on your credit/debit cards each time you active any washer and or dryer located at you community it is in place to insure you have ample funds in your account to use the equipment Each transaction is live so once you have selected a machine and use your card there is a hold for $placed on your card for hours, it is assumed more than load will be washed and dried so that amount is considered a preauthorizationIf you have not used the additional funds within minutes or hours by starting additional equipment or topping off a dryer in use, the [redacted] payments Company that authorizes your transaction releases any unused amount back to your bank to be reinstated back into your account.Depending on the bank you use and based solely on their rules, they may take up to hours to reinstate those funds With that said the $should have been reinstated, please provide banking records that show differently Of course only any unused portion of the $would be reinstated, since the washers and dryers are priced at $each and you only washed and dried load $would have been reinstated not $6.00, or did you wash but not dry?
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 ***, 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 validBut they were charges from a credit company that was installed at her apartment complex before Heartland was installed, which was in July/August of The old credit card system was not real time, which means that after a credit card was swiped, it sat until collectedSince we only collected once a month, the charges came on a later date, which is understandably confusingThe 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 chargesI’ve also sent an e-mail with copies of the charges that broke down the dates that the card was used in the laundry roomI welcome any further dialogue if necessary to ensure customer satisfaction Regards, [redacted] Regional Manager Jetz Service company [redacted] @jetzservice.com
I have had many correspondences with Mr [redacted] regarding his claim of our service overcharging his account, the first starting in June shortly after the installation of the new laundry equipment the attached October 30, records indicate the overcharge not to be the case again Mr [redacted] resides at an Apartment Community where the Jetz Service Company, Incprovides 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 $per wash cycle and $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 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 accountsWe 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 startIf 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 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 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 load therefor Heartland has set a preauthorization amount of four (4) times the cost of the vend in this case $per cycle or a $hold on any card start so a person is preauthorized to wash and dry loads of laundry Heartland holds that pending $for a total of minutes or 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 wash and dry loads for a total of $then used only washer and dryer for a total of $in a hour period your bank received a credit back to your account of $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 minute point, the bank may take up to 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 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-they were released back to his bank The attached records show that Mr [redacted] started appliances on 10-30-down to the minute of activation with his card # XXXX-XXXX-XXXX-not the 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 wash and dry, he used washers and 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 ***, Regional Manager
I have asked Mr [redacted] to provide banking records to prove his claim of being overcharged from his last complaint to the Revdex.com and has not yet done so from a response from me dated 7-13-2015, now comes another complaint and again, I will need to see banking statements proving your claim of another $over charge The attachments above and the email from 7-10-have been added for your convenience.Mr [redacted] there are signs posted in the room regarding “Bank Holds” There is a “Bank Hold” placed on your credit/debit cards each time you active any washer and or dryer located at you community it is in place to insure you have ample funds in your account to use the equipment Each transaction is live so once you have selected a machine and use your card there is a hold for $placed on your card for hours, it is assumed more than load will be washed and dried so that amount is considered a preauthorizationIf you have not used the additional funds within minutes or hours by starting additional equipment or topping off a dryer in use, the [redacted] payments Company that authorizes your transaction releases any unused amount back to your bank to be reinstated back into your account.Depending on the bank you use and based solely on their rules, they may take up to hours to reinstate those funds With that said the $should have been reinstated, please provide banking records that show differently Of course only any unused portion of the $would be reinstated, since the washers and dryers are priced at $each and you only washed and dried load $would have been reinstated not $6.00, or did you wash but not dry?
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 ***, 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 validBut they were charges from a credit company that was installed at her apartment complex before Heartland was installed, which was in July/August of The old credit card system was not real time, which means that after a credit card was swiped, it sat until collectedSince we only collected once a month, the charges came on a later date, which is understandably confusingThe 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 chargesI’ve also sent an e-mail with copies of the charges that broke down the dates that the card was used in the laundry roomI welcome any further dialogue if necessary to ensure customer satisfaction Regards, [redacted] Regional Manager Jetz Service company [redacted] @jetzservice.com