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 has 11 locations, listed below.

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• 

  Jetz Service

  901 NE River Rd Topeka, KS 66616-1142

• 

  Jetz Service Co., Inc.

  2150 Delaware Ave Des Moines, IA 50317

• 

  Jetz Services

  5809 NW 16th Street Oklahoma City, OK 73127

• 

  Jetz Service

  1610 N. Mosley Wichita, KS 67214

• 

  Jetz Service

  890 Science Blvd. Columbus, OH 43230

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:01/14/2023

  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.

  This company has a contract with the apartment complex I live at. This company has not replaced and has even lied to me about the washer unit that needs to be replaced. It has been broken since December and the company will not do anything. They won’t return phone calls and like mentioned previously, they lied about the state of work that had been “completed.” It was not fixed, or even replaced like they had promised to do on the 12th. Even after the fact I still was not notified it was broken. This company monopolises the business and knows it can do whatever it wants because it works for the apartment and not for the people (in fixed leases) that live at the apartments. Multiple units have been broken for months, not just mine. Is it truly okay for a business to control if/when we receive units and lie to the concerned people just trying to get answers?

  Business Response

  Date: 01/24/2023

  Jetz Service Company replaced the washer on the morning of 1/12/2023.  When running the washer through a test cycle to insure it was operating properly, the drain backed up. 
  

  Jetz Service Company is responsible for the Washers and Dryers and the property is responsible for all of the utiliites which includes the drain. 

  This was not a machine issue, but something the property needed to address and our technician immediately notified the office.

  I spoke with the Property Manager and was told the plumber was called the same day and came out and cleared the drain.  We are surmising the plumber forgot to remove the out of order sign from the machine.

  There was noting wrong with the washer and Jetz provided proper customer service.

• Initial Complaint

  Date:12/27/2022

  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 live in an apartment complex that offers washing machines and dryers for tenant use. The last time the washer and dryers were not broken and available for use was November 22nd, 2022. I have called the business several times to try to get them fixed and the phone is always answered by an answering service that tells me a message will be passed on to the business. I have also emailed the business directly. More than a month later the washer and dryers are still broken. These machines require you to load money onto an app to pay for using them, I have loaded what I consider to be a substantial amount of money onto the app that I cannot use to clean my clothes because the machines are not working. I would just like the machines to be fixed so they can be used. I work days and prefer to be contacted by email that I have provided.
  

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 5, 2022/12/29) */
  There is no information in this complaint that would allow us to look in to this matter further. I would as that I be given the name and address of the apartment complex in question so that I can review the service logs and see what is going on at this property. It will be very difficult to resolve this issue with out the proper information.
  We do our best to provide service to our customers as quickly as possible, however this particular machine could be waiting on parts or a myriad of other things. I would need the machine number, and address at the very least in order to look into this further. Also if you would be able to provide your name and or phone number I could look into the tickets that were placed for each call, to see if there is an issue with our answering service that we use.
  I assure you that we do not want your machine down for any longer than it has to be.
  
  
  Consumer Response /* (3000, 8, 2023/01/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Something maybe wrong with this business answering service because the calls were made as stated in my initial complaint. I do not make a habit of complaining which is why it took this long to contact the BBB, I was waiting for Jetz to complete the service calls request that I had made. As of today, January 6th the dryers still are not working. The machine numbers are ****** & ****** located at *********, the apartment complex is named ********************, this information was supplied when I contacted and spoke to the answering service for Jetz. While Jetz is expecting its customers to be understand of possible staffing issues, weather delays and holidays this business is clearly not understanding their obligations to provide a service to their customers. It is very inconvenient for us to load up dirty clothes, haul it to the car in below freezing temperatures, take the clothes to a laundromat where we have to pay 3x as much to get our clothes cleared and then haul it all back to our apartments and to continue to have to do this for this amount of time is unreasonable.
  
  
  Business Response /* (4000, 10, 2023/01/11) */
  Jetz sincerely cares about our customer's experience and perception with the service that we provide.
  Responding to your comments received on January 6th, 2023 to the BBB, we dispatched out one of our Service Managers along with the ***** Branch Manager to take a look specifically at the 2 dryers (#****** & #******) in your building. This was done on January 10th, 2023. Upon arrival, we did notice that all of the machines in building "*************" were in operation and able to accept card and electronic payment.
  
  The washer tested in good working order and functioning as designed. After inspecting the two (2) aforementioned dryers, we did notice a restriction in airflow from the back of the dryer to the exterior of the building. We removed a small amount of lint build-up from inside the dryers and noticed a lot of lint in the dryer vents leading to the exterior of the building.
  
  Therefore, we contacted the property maintenance and had them deep clean the dryer vents from the outside all of the way to the back of the dryers. Blockage or build-up of lint in a dryer vent can vastly hinder the airflow and effectiveness of the machine' drying ability. After reassembling the machine and the maintenance person was finished cleaning out the dryer vents to the outside of the building, we retested the dryers and a tremendous amount of airflow was restored to both machines. We ran a few tests on each machine and both dryers tested as they should. Again, we apologize for this inconvenience but, it appears as if we have identified and removed the issue (i.e. - lint buildup) causing the drying issues.

• Initial Complaint

  Date:11/14/2022

  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.

  We are landlords to 12 apartments. We have used Jetz laundry service for approx. 25 years in our buildings. Reason being 25 years, is they tricked us in their 10 year contract saying if we don't renew they would automatically renew for another 10 years. We had no warning prior. If we hadn't had so many problems getting service, loosing our keys, we felt we were being cheated on the return money they should've paid us, we caught them trying to get into our garage, we didn't know who they were. A month ago we had a problem with a dryer, it took them weeks to get the service done, in the meantime my husband found the problem. Now, same dryer its been over two weeks the dryer doesn't have heat and the washer doesn't work. Jetz has been called by our tenants and I called, the receptionist said the mgr. was out and he'd call me back, well he never did. The laundry service I pay for and provide for our tenants is bad.
  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 8, 2022/11/28) */
  First let me address the "trickery" allegation. This client read and signed the original contract. If the Terms and Conditions of the contract were unclear, a lawyer should have been consulted before signing. Our contract is a 2 page contract with very clear Terms outlined. This Client also has many other properties under contract with us over the years, each with the similar Terms and Conditions. They have even canceled some of their previous contracts.
  
  To address the Clients statement "The laundry service I pay for and provide for our tenants".
  Jetz provides laundry machines at no cost to this landlord. In fact, we lease this room from the landlord for an undisclosed amount, and we pay the landlord a portion of the revenue stream in exchange for leasing us this room. This client does not pay Jetz any amount of money for laundry services.
  
  Jetz looses money when our machines are not in working order. We want the machines working at all times, unfortunately sometimes things break due to whatever reason and our contract requires that we have 24/7 access to our Leased space to perform needed repairs and check the overall well being of our machines. In this instance the were not lost. The keys that we had to the Landlords property did not work. We had contacted the landlord on several occasions letting them know that our key did not work. They were very uncooperative in getting us a key to the property, The landlord continued to state that they had just given us a key and that we would not be getting another key, thus preventing us from repairing the machine that was not working. After many back and forth conversations with the landlords, we were finally able to convince the landlord to meet us at the property and compare the key that was given to us, and let us in to the space that we Lease from them, to repair our machines. It turns out that the key that they gave us was indeed the correct key, but the door lock was broken and our key would not work.
  
  When the client called and spoke to the receptionist during the week of Nov. 7th, I was out of the office for the week and not able to be reached. The client was informed that I would contact her when I was back in the office on the 14th of Nov. I contacted this person the afternoon of Monday Nov. 14th before this BBB complaint came across my desk.
  
  Please let me reassure you that Jetz does not wish to be in a disagreement with our clients, We can always be reached Monday through Friday 8am to 5pm ***************

• Initial Complaint

  Date:08/22/2022

  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.

  I am being charged a different amount by Jetz service the laundry machines in my building then what it says it charges on the machine. I have been working with ***** ****** through email (***********************). Attached is the picture of what the machine says it charges and a text dump of the charges of my card from my online banking.

  Business Response

  Date: 08/26/2022

  Jetz implimented a price increase from the Web portal and for some reason the machine displays didn’t change.  The card reader was programmed
  correctly, but the display was off on both the washer and dryer.  The machines displays now match the card reader charges on all floors.
  
  We have requested a refund from the credit processing company for Mr. ****** on the dates he
  provided for the overcharge. 

  While we are not sure whay the disply prices were not updated properly the first time we were activly working with the customer to resolve the situation.  Filing a BBB complaint was unnecessary and an abuse of the services BBB provides.  

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

  Jetz Service Company, Inc.

  
  

  Customer Answer

  Date: 09/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Do I need to tell everyone else in the building or is Jetz services going to refund everyone in the building the correct amount paid?

   

  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/18/2022

  Type:Product 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.

  In January 2022, a washing machine owned by Jetz Services in my apartment building stopped working. The washing machine does not drain water and is therefore unusable. A maintenance request was put in to my apartment complex ***** **** **** *********** and I made multiple calls to Jetz themselves to have this fixed after months of no resolution. All of these calls went unreturned and the machine is still not working as of July 18, 2022, with stagnant, dirty water sitting in the washing tub.
  
  There are only two washers and two dryers in our building for tenants to use. On July 17, I discovered that the second washer had its coin slot jammed with quarters and the coin return did not work, so no one in the building could do laundry. This is no longer a problem, as I checked the machine this afternoon and saw that it appeared to be back in working order; however, it highlights the issue of leaving one washer broken for months on end as it leaves residents vulnerable to the other one breaking down and being unable to do laundry.
  
  I have also had an issue with machines taking money and then not working properly, for example the dryer having no heat or the washer not working. I reported this to Jetz and never got a refund despite being told that I would get one. I have lost around $10 over the years to their machines.
  
  It is the responsibility of Jetz Service to maintain these machines to keep them in working order. Doing laundry and having clean clothes is basic hygiene that is being disrupted by Jetz's lack of urgency in fixing their broken machine. They are under contract with the apartment complex to make sure that maintenance requests are completed in a timely manner so that tenants are able to do their laundry. There are signs posted by Jetz in the laundry room with their phone number to call in case there are problems with their machines. A washing machine that has been broken for seven months (and counting) with no repair is unacceptable.

  Business Response

  Date: 07/19/2022

  To
  Whom it may concern:
  Jetz
  Service Company rents the laundry machines to **** **** **** ********** and is
  responsible for repairs to the laundry equipment. The property is responsible
  to maintain the necessary utilities to support the operation of the machines,
  cleaning of the laundry rooms/machines and collecting the quarters from the
  laundry equipment.  Regarding any requests for refunds, the property
  collects the quarters from the machines and is responsible for refunds. There
  are 136 machines in 35 different laundry rooms at **** **** ****.  The
  complaint does not provide a resident name, specific address where the
  machine(s) is located, machine #, or date when service or refund was requested.
  Without these specifics, it is not possible for Jetz to research and properly
  respond to this complaint.
  Going
  forward, if the complainant experiences any specific issue that are not being
  addressed through normal channels, they are welcome to contact me directly via
  email at *********************** or by phone at ************ and I will work to
  resolve their issues and alleviate any frustrations they may have. 

  Customer Answer

  Date: 07/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I emailed ******* ******
  directly on Sunday, July 17, detailing the problem before contacting the
  BBB.  I provided my name and address in said email and received no
  response.  I have also received no response to the message I left with
  Jetz's answering service on July 17, despite being told I would be
  getting a call back.

  I am willing to dismiss the complaint about not
  receiving a refund, as the instances of the machines taking my money happened years ago and I can't give a specific amount or dates that these occurred. Mr. ****** should have received all the
  details he needs to identify the problem with the broken washing
  machine in the phone call I made on July 17 as well as the email I sent him on the same date.
  

  
  However, if Mr. ****** still needs the address for my building, it is **** ****** ******* ****** ***** ** *****.  The washing machine that has been broken since January is Washer #2, which I noted in the calls I made earlier this year to Jetz's answering service.  I did not note the washer number in my call on July 17 because both washers were not working at the time, so I simply stated that both washers were in need of repair, detailing the problem with each one.
  

  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 07/22/2022

  The initial BBB Complaint did not provide any information as to
  who was submitting the complaint, what machine(s) were involved or where the
  machines were located.   How was I supposed to know this complaint
  was related to the service requests that Mr. ****** submitted on Sunday
  July 17th?
  
  As part of our normal service routine (not in reaction to a BBB
  Complaint) Jetz has already responded to the Service Request and completed the
  repairs to both machines. 
  The coin-drop and
  service lock on Washer #****** were vandalized by someone trying to break
  into the machine, was beyond our control and not a machine malfunction.  Repairs were completed on 7/20 and machine
  was placed back in order.
  Washer
  #****** needed a pressure switch/motor and required a return trip.  The pressure switch/motor were ordered/received
  and our technician returned earlier today 7/22, completed the repairs and placed the machine back in order.  

  Customer Answer

  Date: 07/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ****** ******