Jetz Service

Initial Business Response /* (1000, 5, 2015/08/13) */
Contact Name and Title: Kris [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@jetzservice.com
Case #[redacted]
Jetz Service Co., Inc. has reviewed its service and refund records for the property in question going back one year. ...

Our office hours are Monday through Friday, 8:00am - 5:00pm. Calls are answered by our office during those hours. Calls made to our office at any other time are answered by an answering service. The answering service and our office personnel ask for as much information possible, including machine numbers, and the problem with machine, so that the machines can be repaired.
Our records indicate that we have received the following service requests, all from Ms. [redacted], and one call which appears to have been made on her behalf:
Thursday - Oct. 23, 2014 - Washing machine is broken in the laundry room 2nd floor, giving an error message. Ms. [redacted] asked for a refund of $1.50
Machine was repaired the next day.
Tuesday - Nov. 25, 2014 - Washer on the 2nd floor laundry is not working, she put her money in and it reads "ERR". Ms. [redacted] asked for a refund of $2.25
Thursday - Nov. 27, 2014 - THANSKGIVING DAY - OFFICE CLOSED - The dryer unit had to be unplugged as the socket was smoking and needs to be checked out. NO REFUND WAS REQUESTED
[redacted] Jetz is not responsible for any utility problems that may occur in the laundry room. Jetz is only responsible for repairs to the washers and dryers.
Machines were checked on December 1, 2015, the Monday immediately following the Thanksgiving Day holiday. Washer was repaired.
Friday - Jan. 16, 2015 - washer 43561 on the 2nd floor is not working. It displayed error after the machine took her 75 cents. She has also called 3 other times requesting a refund and not received any of the money back. She requested a refund of $5.25.
Her 3 previous calls (above) had refunds totaling $3.75 plus the 75 cents she lost as stated in her call of Jan 16th totals $4.50, not $5.25. The machine was repaired and Ms. [redacted] was given a refund of $5.00 on Monday Jan. 19, 2015. This was 50 cents more than what was due.
Saturday - July 25, 2015 - caller has been asking for a refund for almost a year now. The washer number 43561 ate her money again. She is up to about $14.00 now.
As stated above - a refund of $5.00 was given to Ms. [redacted] on Jan 19, 2015. Her call of July 25th claims a loss of $14.00 which is unfounded and not warranted. One washer use is $1.50.
The machine was tested on Monday July 27th, and was found to be in proper working order.
Saturday - Aug. 1, 2015 - Caller is requesting service regarding broken washer on the 2nd floor of laundry room, caller states this has been going on for months. Ms. [redacted] asked for a refund of $17.00.
The loss of $17.00 is unfounded and not warranted. One washer use is $1.50.
Tuesday - Aug. 4, 2015 - received call from a Board Member. She wants machine checked. Said another tenant said washing machine on the 2nd floor ripped her off for $3.00. (We assume she was calling for Ms. [redacted]).
The machine was repaired on Aug 5th. Ms. [redacted] called July 25th and said the washer took her money - one washer use is $1.50 - she called again on Aug 1st and said the washer took her money - one washer use is $1.50 - totaling $3.00. This matches the call we received from the Board Member on Aug 4th claiming a tenant had lost $3.00. Again it is unwarranted that Ms. [redacted] lost a total of $17.00 as stated in her last call of Aug 1st.
On Aug 5th Ms. [redacted] was given a refund of $5.00, which was $2.00 more than what she could have lost in the machines.
Ms. [redacted] is claiming a loss of $20.00 in her Revdex.com Complaint. Based on the above information, Ms. [redacted] has been refunded all monies lost, plus $2.50.
We have not received any other complaints from any other tenants. We received 6 service calls over the past year on the washing machine, which is not an excessive amount of service. All calls were responded to in a timely manner.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
fIRST OFF IT IS QUITE APPARENT THAT NOT ALL OF THE CALLS HAVE BEEN DOCUMENTED AS I HAVE CALLED MORE TIME THAN THIS.
SECONDLY, WHETHER THE PRESIDENT OF OUR CONDO ASSOC HAS CALLED JETZ IS OF LITTLE OR NO RELEVANCE. THAT IS SOMETHING SHE TOOK UPON HERSELF TO DO AND NOT AT MY REQUEST. AS SHOWN BY THE CALLS DOCUMENTED, IT IS APPARENT I HAVE NO ISSUE CALLING TO REPORT A PROBLEM.
THIRD THE DECEMBER 1ST CLAIM OF COMING TO REPAIR THE WASHER IS INCORRECT CONSIDERING THE CALL MADE OVER THE HOLIDAY WAS IN REGARDS TO THE DRYER ALMOST CAUSING A FIRE.
I FAIL TO SEE HOW $5 IS CONSIDERED REIMBURSEMENT FOR MY LOST FUNDS. THE LAST 3 CALLS ALONE, WHICH WERE MADE WITHIN A WEEK AND A HALF FOR THE EXACT SAME REASON, $3 WAS LOST IN THE WASHER. $1.50 FOR THE INITIAL WASH THAT PRODUCED AN ERR MESSAGE. THE MACHINE RESET, ANOTHER $1.50 INSERTED THAT STILL DIDN'T PRODUCE A WASH. THEREFORE I HAD TO GO TO ANOTHER FLOOR TO DO MY LOAD OF CLOTHES WHICH WAS ANOTHER $1.50. THAT'S $3 I PUT INTO THE MACHINE THAT PRODUCED NO RESULTS. DONE 3 TIMES IS $9.
A JETZ REPRESENTATIVE ALSO STATED THAT MAYBE I SHOULD TAKE MY CLOTHES TO A LAUNDROMAT. WHY SHOULD I BE INCONVIENCED WHEN OUR ASSOC IS PAYING FOR A CONTRACT FOR THE SERVICE? I DON'T THINK IT'S UNREASONABLE TO HAVE WASHERS AND DRYERS THAT WORK PROPERLY. I DON'T THINK IT'S UNREASONABLE TO EXPECT A REFUND WHEN A MACHINE FAILS TO WORK. I DO THINK IT'S UNREASONALBE THAT I HAVE TO CONTINUALLY CALL ABOUT THE EXACT SAME PROBLEM. I ALSO THINK IT'S UNREASONALBE TO BE TOLD A REFUND WILL BE SENT AND NEVER RECEIVED WITH THE EXCEPTION OF THE $5. I KNOW OF TWO OTHER UNIT OWNERS THAT HAVE HAD THE SAME PROBLEM WITH THIS MACHINE. WHETHER THEY CALL TO REPORT THE PROBLEM IS THEIR CONCERN, NOT MINE. I AM A SENOIR CITIZEN AND I WORK TOO HARD FOR MY MONEY TO THROW IT AWAY.
Final Business Response /* (4000, 9, 2015/08/24) */
Contact Name and Title: Kris [redacted], Office Mg.
Contact Phone: [redacted]
Contact Email: [redacted]@jetzservice.com
All incoming calls, whether answered by our office or our answering service, are documented. We have reviewed all incoming calls and provided details thereof in our last response.
Regarding the December 1st repair, we did indicate that was in response to a call received on November 27th, stating the electrical socket for the dryer was smoking and needed to be checked. There was no mention of fire. In my previous response, I did state in error that the washer repaired. It was the dryer that was repaired.
Ms. [redacted] now claims in her response that she has lost $9.00, not $20.00 as indicated in her initial complaint. Also, the explanation she is giving as to how she lost money is inconsistent with the way the machines function. While we believe Ms. [redacted] has been refunded appropriately, we will refund her an additional $4.00, as she has already been reimbursed $5.00, to bring her to the $9.00 she is now claiming she has lost. In her initial complaint Ms. [redacted] claims she did not receive any money, however, in her last response, she is not disputing that she did in fact receive a $5.00 refund.
Employees of Jetz and/or our answering service would not advise our customers to go to a laundromat, as Ms. [redacted] claims. The association also does not pay anything for our services.
All service has been performed in a timely manner. It is in our best interest to insure that all of our machines are in proper working order at all times, as that is how we generate revenue.