Complaints

This profile includes complaints for Jetz Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Jetz Service

  901 NE River Rd Topeka, KS 66616-1142

• 

  Jetz Service

  1610 N. Mosley Wichita, KS 67214

• 

  Jetz Service

  890 Science Blvd. Columbus, OH 43230

• 

  Jetz Service

  7090 Cahill Ave Inver Grove Heights, MN 55076

• 

  Jetz Service Co., Inc.

  2150 Delaware Ave Des Moines, IA 50317

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The laundry facilities that Jetz owns did not wring water out numerous times. Then the dryer 1 didn't heat. This has cost me $18.50 in excess of what I would normally spend. I have emailed them for 7 months to no avail! I have phoned and left messages as well as spoke with their extremely rude receptionist. On top of everything, the machines were inoperable for 9 weeks! I want my money back.

  Business Response

  Date: 01/07/2025

  ****** has requested an $18.50 refund since November 19th due to a lack of heat in the dryers in her apartment building. I attempted to reach ****** several times to explain that the reason the dryers had no heat was because the gas had been shut off to the laundry room, and that we can only issue refunds if a mechanical malfunction is found with our machines. Unfortunately, ****** did not answer my calls, nor has she returned them to allow me the opportunity to explain our refund policy. Because I received no return calls from ******, I also sent her an email every time she requested this $18.50, which was on November 19, 2024, December 2nd, 2024, and January 2nd, 2025. I have attached these three emails, which clarify that if no gas is supplied to our dryers, it is a building issue, not a machine issue. It is unfortunate that ****** lost $18.50 due to there not being any gas to our dryers; however, Jetz Service Company cannot be held accountable for building issues that we have no control over. 

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It’s been an ongoing issue that Jetz Service Co does not keep their washers and dryers maintained at ****** **** apartments. There are 2 washers and 2 driers. 1 set that only works with the app and another set that only works with prepaid card. There is no way to add to your card past office hours and the application only works half the time. Not to mention the actual machines themselves are 15+ years old and never serviced. The washer constantly leaks and the drier has a burnt smell when running. I’ve brought this up to jetz multiple times but never can get a response

  Business Response

  Date: 12/30/2024

  Jetz provides 80 washers and dryers to this location, but it is not possible to resolve to *** ********* complaint because he has not provided enough information.  HIs complaint is about 2 washer/2 dryers but he does not provide any specific building address and or machine ID#'s so we do not know what to address.  If he would provide the specific information we would be happy to respond and attempt to resolve any ongoing issues he may be experiencing.

  *** ******* also claims to have brought this up multiple times but never gets a response.  I have searched our call logs and service request history and the only request i see that we received from *** ******* was on June 13, 2022 at 5:03PM stating, " There was bleach left from prior Load that ruined his cloths - Please call he wants reimbursed for ruined cloths".  Jetz was not able to provide reimbursement for the clothing because we cannot be responsible for what people put in the machines.  

  As stated above, if *** ******* would provide the specific machine information, we would be happy to respond and attempt to resolve any ongoing issues he may be experiencing. In addition our phone number and contact information is posted in the laundry room, and *** ******* is welcome to call and speak with me directly.

  ******* ******* Branch Manager, Jetz Service Company, Inc.

  Customer Answer

  Date: 01/15/2025

  Equipment IDs ****** ****** ****** ******

   

  jetz is lying. They have not serviced or cleaned these in recent history. Do better

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to put my details down basically they called me a liar they ripped me off money they will not pay it their dryer did not work I asked for a refund and I got the run around .
  I told them the amount on each message that I left which was four or five of them from October 6th through October 8th and every person there seems to have made the same error they put in the wrong amount they will not give me my money that I lost and they owe me I believe they are thieves and their machines are worthless and dirty and the complex we need washers and dryers but we can't afford to lose $5 every time or spend $8 to dry one load of laundry. I want my money back and they owe me and need to pay it. They seem to be all liars and thieves there.

  Business Response

  Date: 10/10/2024

  Dear BBB and *** ********

  Thank you for the opportunity to address *** ********* concerns, as we value all customer feedback.
  
  We received a voicemail from *** ******* on Sunday, October 6th, reporting an issue with a dryer that did not properly dry her clothing. Our service technician inspected the machine on Tuesday, October 8th, and confirmed that it was operating correctly. Although no mechanical issues were found, our technician offered a $2.00 refund, which *** ******* declined, requesting $4.00, stating that was the amount she had used.
  
  Following our technician's visit on Tuesday, *** ******* left another voicemail claiming a loss of $6.75, which was inconsistent with her previous message. She also raised concerns about the machines' cleanliness. While Jetz is responsible for the mechanical maintenance of the machines, the cleanliness of the facility is managed by the property and the end users of the machines.
  
  Despite my training commitments this week, I attempted to contact *** ******* six times over a three-day period to discuss our refund policy, as well as the fact that the dryer was functioning correctly. I left three messages on Tuesday, two more on Wednesday, October 9th, and another on Thursday, October 10th, but received no response.
  
  As per our refund policy, we issue a refund equivalent to one vend price when a mechanical malfunction is identified. Since no malfunction was detected, we followed our standard procedure of offering a single vend refund, which *** ******* declined.
  
  We hope this explanation clarifies our position, and we remain committed to resolving *** ********* concerns in accordance with our policies.
  
  Thank you for your time and consideration.
  
  Sincerely,  
  ***** *******

  Jetz Service Company

   

  
  

  Customer Answer

  Date: 10/10/2024

  
  
  Complaint: 22396330
  
  
  
  I am rejecting this response because: I never once asked for 6.75 I said that is what I spent total , I asked for 4.00 , please do not lie I only asked for 4.00 back and that machine Did not work, or I wouldn't have went to all this work and calls I have better things to do  

  
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 10/15/2024

  My apologies *** ******** your voice message did state you "put in a total of $6.75," with a "$4.00 loss," which I misunderstood; however, our policy is that when we find a machine malfunction, we will provide a refund of one (1) vend price, which would be $2.00. Our Service technician found the machine functioning correctly and to provide good customer service, although he found nothing wrong with the machine, he still offered a $2.00 refund, which you declined. I am more than willing to offer the same $2.00 refund that our service technician offered the next time we are in your area; however, it is important to understand moving forward, unless we find a mechanical malfunction of the machine, we cannot offer a refund. Please feel free to call me to discuss. 

  ***** *******

• Initial Complaint

  Date:03/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jetz is the company who has the washer and dryer machines in our building. They do not work properly, and they don’t respond to requests to fix them, atleast in my experience. On 3 separate occasions,I’ve had issues with their machines and requested a refund and they deleted the request. My issue with the first time I requested a refund is because my clothes went through the entire wash cycle and when it was over, my clothes were sitting in a washer full of water and it wasn’t even half way full so it wasn’t overloaded. The second time I requested a refund, my clothes went through an entire dry cycle and when it was over, my clothes were still wet. The dryer wasn’t full, and I had to dry them an additional 2 hours for them to be dry when it should’ve been dry after the first cycle. the third time I requested a refund, I had $12.75 on my account. I started the cycle and nothing happened, I started it again and it worked
  But it said I still had $10.75 left on my account. When I checked it only had $7.75. I reached out to the company who swears nothing is wrong with their machines and refuse to give me my money back. Someone else’s do
  Contacted me yesterday and at this time I had $3.75 on my account. **** ******** said she refunded $2.75 which should make my account have $6.50 but it still shows $3.76. Their machines are faulty and they are ripping people off. The little money they’ve taken from me doesn’t matter to them but it matters to me. I lost my job and can’t afford to be getting ripped off by these people.

  Business Response

  Date: 03/29/2024

  To address the comment about Jetz not responding to service requests, we currently have zero open calls at the **** ******* apartments and every call this year has been responded to within three business days, except one, which was five business days. 

  Before I explain ******* refund requests I want to explain our refund policy, which is that we must find where our machine malfunctioned before we provide a refund. We send a service technician to that specific machine the refund is being requested from to verify machine functionality. If the machine functions correctly, we do not provide refunds. If we find a service issue with the machine, we then provide a refund to the customer.

  Regarding the "deleted" refunds, ***** has been in contact with our office staff
  here in Topeka regarding her requested refunds and we have explained to ***** why
  we did or did not provide her requested refunds. I have sent ***** an email to please
  call me so I can explain what she is seeing on her app that is making her
  believe that we “deleted” her requests, but she has not called me to provide me
  that opportunity. I would have called her instead of emailing her, but she left
  a digit off her phone number in her complaint information. The "Deleted by Admin" she is seeing is because after
  we investigate a refund request that has been submitted through the app, and
  finalize that request, it is “deleted” from our refund portal in order for us to know we
  have completed that particular refund request. What ***** is seeing on her app
  is “Deleted by Admin,” which is us removing the request from our refund portal
  because we have finalized that refund, not deleting the request for funds from
  her app. The
  Refund History ***** provided show three refunds that were finalized on the ******* website (hence show “Deleted by Admin”). The 10/30/23 refund request was denied
  because the app did not deduct an additional $2.00 as she stated, and the
  spreadsheet snapshot **** provided showed this (****** reply to ***** is in red). The refund request for 11/18/23 was denied because our service technician found no mechanical malfunction with the machine, which is our refund policy; however, after **** reviewed the account again on 3/25/24 and saw the dryer run back-to-back twice, she did refund $2.75 to *****, which is more than the $2.00 ***** requested. This is all verified in the attached email from **** to ***** in the blue screenshot on 3/25/24, and again in the green screenshot in the same email thread, but on 3/27/24. *****'s refund request on 2/14/24 was also denied due to our service technician finding no mechanical malfunction with the machine, per our refund policy.

  I also want to share that we have had no other service calls for the machine(s) ***** has requested refunds for, meaning no other residents have alerted us to any machine malfunctions that mirror the issues ***** has brought to our attention. All of *****'s refund requests have been appropriately handled and explained to *****. 
  

   

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am going to describe two events in the past year that have taken an extraordinary amount of time to resolve. The most recent one I can document fairly well and the previous one I cannot, but I feel it adds to this company's background. I would also like to say that, for more background, I have lived in a building using a washer and dryer from them for more than six years and it has been unfortunate. They do not ever test to see if a machine is actually working after a repair and it can cause the machine to take many weeks to actually be fixed. I have never received any recompense for the money deposited in the machines when no service was provided.
  
  I will start with the event from a year ago. The washing machine broke and was reported by several people in the building. The first repair took 2 weeks(this would be around January 10th of 2023). The dryer then broke a few days later and was repaired quickly. The washer then broke again and it was the end of February or beginning of March before both machines were working again at the same time. You will see in both stories that they do not seem to trust follow up repair orders and they may be being ignored.
  
  The recent one began around December 28th of 2023. The machine was broken and I put in a work order on their internet form. The following evening I put another work order in over the phone. The next week on Friday I followed up during the day and spoke to a representative and they said someone would be there to fix it. I spoke to the same representative on the following Tuesday and she told me the situation and that it would be fixed on the next day. There was a repaired posting on it on January 10th. The next day I attempted to do another load. It did not work and had the same issue. I put in a work order and nothing has been done up until this point.

  Business Response

  Date: 01/18/2024

  I have called and Talked to ****** **** this morning about the issues he had with our machines. It was a misunderstanding of how things work on our email system and who to talk to about a problem with our machines.  We discussed the email, the machines and what we do to take care of our customers. He will be reimbursed his 6.00 that he was disputing and we will be taking out the machine that is at his location and replacing it with another machine. We were able to send out a service tech today (1/18/24) to look at the machine and access the situation and found out the transmission was frozen . Everything was resolved. 

   

  Thank you! Have a Good Day! 

  *** ********

  Branch Manager 

  Jetz Service

  Omaha, Ne

  Customer Answer

  Date: 01/18/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would like to add that I wish it was resolved in a more timely manner and that their issue reporting system worked effectively.  After speaking with Tim it does seem like many of the issues reported in the last year were never recorded.

  I would really like to thank the BBB for your effort and success in helping us resolve this.  I think this is the first time I have ever gone through with reporting anything to your organization and it works very effectively.
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem is the company never fixes ther washer I call and they come out and Unplug the washer and dry it out and the plug it back in for me it started in April and it just keeps adding up they refus to give me a refund and they now owe me 12.50 cents because everytime they say it's fixed then I try to use it and it doesn't work the apartment that I live in are under contract with them so they refused to do anything I want them to replace it and give me my refund This is just so frustrating

  Business Response

  Date: 07/03/2023

  I have spoken to ****** on 7/3/2023 to get a clear understanding as to what kind of problem she is experiencing with the washing machine. She did give me some good information on it. I did agree to her that I would refund her the money that she lost in the machine. Due to the Holiday, I have a service tech scheduled to be there on Wednesday 7/5 to run this call. and to refund her money. I will update the result of the service call on Wednesday also.

  Customer Answer

  Date: 07/17/2023

  I the washing machine was fixed and it now works great 

  I was given a refund and I am very satisfied with the out come

• Initial Complaint

  Date:06/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The machines are never serviced mold, growing in the machines machines are just sitting full of stagnant water, bacteria maggots, floating in the water

  Business Response

  Date: 06/20/2023

  In response to Mr* ******’s complaint, **** ******* ******* is contracted to respond to service requests related
  to machine malfunctions but is not responsible or equipped to provide cleaning services for
  the machines.

  We sent a technician to the property to investigate the situation. 

  Our technician reports
  he did not find any mold or maggots, the washer was not full of water as
  reported and stated, “the machines were actually pretty clean”.   He ran both machine through test cycles, they
  operate properly and as a courtesy he cleaned both the washer and dryer before leaving.  

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The new machines installed at ********** apartments ** ******** ih is accepting money and not running. When i contacted the office the person laughed about me complaining about how little money it took…them wanted to bring cash to my address as a form of repayment…

  Business Response

  Date: 03/01/2023

  Hello,

  I am sorry to hear that Brock ********** had a an issue with our administrative assistant. I spoke with my  administrative assistant and he explained to me that he did not laugh about the refund amount and he apologizes if Mr.********** miss understood him as being rude, he did ask to repeat the refund price to make sure he had the correct amount to log in our service call log sheet. Jetz does not mail refunds when the techs respond to a service call that is asking for a refund the tech checks the equipment in question and if they find an issue with the machine they (the tech) will give a refund and the individual will be asked to sign for the refund. This is why the administrative assistant ask for the address. I Patrick ******** tried to contact Mr.********** on 2/28 and left a voice mail message asking him to return my call at the time of this message I still have not received a call back from Mr..********** .

   

• Initial Complaint

  Date:02/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The washer for Jets has been nothing but a problem for the last 2 years at ******* **** ******* **** ** ****. I have made many calls and repair requests. Its going on almost 2 months now. They have came out 3 times at least. Still saying parts on order. 2nd time they came out they left water in the washer. Called the same day they left water in the washer. 8 days later they came back to drain the water in the washer. No repairs or updates on the washer. When your call Jetz they have no updates. Ask for mgr to call back no callbacks. We need a new washer in our building asap. We are going to make other complaints to different places and the city. It's unsafe to have this going on for 2 yrs.

  Business Response

  Date: 02/25/2023

  Jetz sincerely cares about our customer’s experience and
  perception with the service that we provide; unfortunately, due to staffing
  issues, unusually high call volume, and the severe weather ******** has
  encountered recently, we
  are running farther behind than normal with our service calls.  We
  thoroughly understand the impact that this has on the lives of our customers.
    We received a service
  call on January 16, 2023, regarding a washer
  full of water at *** ******* **** apartments located at **** ** ****** **** ** *****. We dispatched a service technician on January 23rd to
  inspect washer #***** who found that the machine
  had been tampered with. He found screws were
  missing from the console and wires had been cut
  to the control board which
  is what was keeping the machine from functioning correctly. Because of this
  vandalism, we scheduled to have this machine changed out, and before we could accomplish the change-out,
  we received another call on Feb. 15 stating that the tech that there didn’t drain the water from the machine when he was
  there. We dispatched another service technician on January 17thto drain the water from the washer, who also confirmed
  that the machine had been tampered with.
    On Feb. 23rd, I spoke to this
  customer and explained that the machine was
  scheduled to be changed out and that the cause of the machine not working was
  vandalism. We have this change out planned for Wednesday, March 1st.

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the address is **** not ****. I called Jan 5th due to an error code on the washer. Im the one that reported the screws off. It wasnt full of water until they came out the 2nd time when they were here. The wires were not cut at then time I called in January. Why would it show an error code and how did get  water in the washer if the washer's wires were cut? ********** *** ****** It tooks weeks to figure out the wires were cut?? It doesnt make sense. I was told that Feb 17th a machine was ordered when I called. Its March 1st. That washer has been issue for 2 yrs. No one from Jetz checks these machines. Calling the residents liars to ** ***** is a lie. We are the ones reporting issues and giving Jetz our money. Disgusted by Jetz. Story after story and it never matches up with ******* **** ******* staff.
  
  
  
  Sincerely,
  
  
  
  Marlena ******

  Business Response

  Date: 03/09/2023

  This machine was changed out as promised, and as this resident describes in her latest complaint; however, the washer did not leak as stated. We dispatched our Service Manager to this call who was approached by maintenance who inquired as to why he was there. When the maintenance manager found out it was for this washer he said they were already aware of the water behind the washing machine and it was the floor drain/standpipe leaking (they are connected), not the washer. Phil spoke with office staff, who signed off on his service ticket that the information was correct. I called Austin, the manager at ******* ****, to discuss the washer, and he confirmed what our service manager stated. He also shared that he had already spoken with this resident and explained to her that this was a building issue, not a washing machine issue. Below is the follow-up email from Austin to me:

  From: Austin ********** <*****************************>
  Sent: Tuesday, March 7, 2023, 3:17 PM
  To: Jason ***** <**********************>; Andrew ********* <**************************>
  Subject: Re: ******* *** ******* **** work orders
  
  [EXTERNAL
  EMAIL]
  Good Afternoon Jason, 
  
  This email is in regards to our phone
  conversation this afternoon regarding the  washer in building **** * *****
  here at ******* **** *******. I spoke with our maintenance supervisor Lloyd and
  he did confirm that their was an issue with our floor drain in the laundry room
  which has been snaked and cleared. We also had your service tech out
  yesterday for this machine in which he confirmed everything was working
  correctly as well as our floor drain for the machine. 
  
  Let me know if you need anything
  else. 
  
  Thanks, 
  
  Austin
  **********, ****
  Property
  Manager
  ******* **** *******
  ** ***** ********** *******
  ************

   

• Initial Complaint

  Date:02/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting assistance with getting this particular company to come and fix coin-operated laundry machinery they are contracted to provide and repair, located in my building, as well as machines located in other buildings, located in the same multi-unit complex that have been not working or poorly working since December 19th, 2022. I have called on that date, 12/28/22, 1/19/23 and today, 2/4/23, as per the signage posted in the laundry facility area. We have yet to get this resolved, as I am not the only tenant that has called repeatedly (PRIOR 12/19/22) and yet the only response we get is that it is "first come, first served", yet the company has been able to dispatch a technician ON the 19th of which WITNESSED the poorly operating dryer of my own building, yet claimed he wasn't "trained to repair the machines" but was able to electronically calibrate said machines to CHARGE MORE in quarters for their use. They have also since dispatched a technician to COLLECT all monies from all machines as of last month. I also know that the Manager of our property maintenance department, Chad *******, has personally called there service and talked to them about repairing all machines to no result. As of this date we have not had anyone come from their company and even inspect any of the machines currently needing repair and/or general maintenance. I am very confident that whatever monetary charge the property management company is required to pay isn't adjusted to any broken-down machines and so therefore, Jetz Service continues to make a profit off of defective items that they have contracted with ******* ******** for payment to provide equipment and repair of said equipment, directly violating any terms of agreement while we, * ******* ** *** ****** ********, go without the use of promised equipment and honestly taken advantage of due to none of us being financially capable of taking any form of potential legal action if there was any to be taken.

  Business Response

  Date: 02/09/2023

  Jetz sincerely cares about our customer's experience and perception with the service that we provide; unfortunately, due to staffing issues, unusually high call volume, the holidays, and the severe subzero temperatures that ******** has encountered, we did fall behind in our service calls. We understand the impact that this has on the lives of our customers, and after speaking with this customer, we dispatched two technicians ** ******** ** on February 8th to inspect and repair any machine issues at the ******* ****** ********* complex. Repairs were made to the machines listed in this complaint as well as other machines provided to us during a phone call with this customer. Our service technicians testing all other machines on property to ensure proper functionality and made any repairs as needed. All machines at this location were tested twice to make sure that we did not miss anything. We have emailed this customer to let them know that all of the machines were functioning properly when our service technicians left the property and to call us if we can be of any further assistance.

  Customer Answer

  Date: 02/10/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  Upon talking to corporate and the ***** office manager about the initial complaint, what was being told to me whenever I called their service line and the fact that some unforseen circumstances would cause some delay, the length of time was in fact unacceptable. They were prompt in getting the appropriate staff to come the following day along with extra equipment if needed and did in fact repair all broke down machines for the entire property, not just in my building with a great deal of communication with me about what was done and numbers to try and alternately call in the future if we run into problems of delayed repairs in the future that go beyond reasonable justification. They were very courteous and showed great concerns about the complaint, taking the needed steps to fully address all machines needing repairs or general maintenance.