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Business Profile

Laundry Equipment

Hercules

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Laundry Equipment.

Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 17 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/16/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 building that has a communal laundry room maintained by Hercules. Ignoring the fact that the machines are filthy and extremely expensive, the dryers don't dry all the way and leave a funky smell, and the app often will not load money or operate correctly, today my clothes are trapped in washing machine that won't unlock. I can't tell if my clothes are clean and my doorman (who btw is not responsible for the machines' operations) had to unplug and restart the machine three times to get it to go, until it finally ended up displaying 1 minute left with an endless spin cycle. I called their customer service and she let me know that I can 'maybe' get help within 24 hours and 'maybe' get a refund, but that I should call back later. Meanwhile my clothes are trapped in the machine with no chance of getting out. This has taken up my entire day for one single and very expensive load of laundry.

    Business Response

    Date: 07/16/2025

    I spoke to resident and informed her that a technician would be out today to retrieve her items in the washer. Regarding the room I explained that Hercules is responsible for the inside of the machines and that I would reach out to the building as they are responsible for the outside and the room which was her complaint. I also addressed the concern she had with her app and explained that the app will allow residents to go negative to complete laundry if they are unable to add value.

  • Initial Complaint

    Date:07/09/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hercules is the provider of the laundromat service in the building at **************************************** where I've rented an apartment for the past 5 years.Over the course of the last 5 years, I have observed hundreds of occasions of machines being broken (both washers and dryers). Hercules maintenance staff comes and pretends to repair or replace some things, leading to at most one day without breakage (and most of the times - not even that long). The washer and the dryer machines are ancient (probably 30 years old, without exaggeration). All the money wasted by the tenants is in thousands of dollars. We have complained numerous times to the building management at *********************, and they claim to have nothing to do with this and encourage us to contact Hercules directly. Hercules continues ignoring the real issues with the laundromat, and when someone complains of yet another $3 wasted on non-working washer or dryer - they offer to send a card. Of course nobody cares about the cards - we just want the laundromat to be working properly. At this stage, we have reached the end of our patience, and I am raising this to BBB. We want Hercules to upgrade the laundromat to working machines ASAP.Thank you for your help.

    Business Response

    Date: 07/09/2025

    We will have a field supervisor on location to check all machines

  • Initial Complaint

    Date:06/06/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a condo building that has a communal laundry room, served by Hercules. Hercules maintains there Corp Kiosk which is expected to make it possible to add money to a customer's laundry card by transfer from a credit card. On April 11, 2025 I tried to do just that, but after at least 30 min of trying the money was still not transeferred. During the time of my useless efforts I received from the Kiosk two new empty (with no money added) Herculese laundry cards. I did not ask for them, but I was charged $10 each on my credit card. I complained about that by phone and the Herculese representative said I am going to receive the refund in the form of a new loaded laundry card. It did not happened. After another call I was told I should return my 2 empty cards through our Super, which I did. I was promised to be send a check. No effect. After the third call I received by mail delivery of one more empty card. All in all, now I am sure that it is a systemic part of Hercules Business, i.e. withdrawing extra money from customer credit cards (for nothing) and it is also in the system that this money cannot be recovered. It happend to me once about also a year ago and it happend to some of my neighbours too.

    Business Response

    Date: 06/06/2025

    Cards can only be dispensed by selecting BUY CARD at the kiosk which based on customer was not intentional. When we were contacted 5/13/25 a new card preloaded was mailed. We were contacted again on 5/22/25 and the representative issued a check which was mailed on 5/28/25 to the address provided. We allow ***** for receipt since the check is mailed ***** If not received by 6/15/25 we can replace.

     

    Customer Answer

    Date: 06/09/2025

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:06/02/2025

    Type:Product Issues
    Status:
    Answered
    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 was adding funds to my card and the system bought a new card. I don't need a new card, and I spent 10 dollars on it. I want the refund and the card can be canceled. I can send the card number for that.

    Business Response

    Date: 06/02/2025

    We are more than happy to refund for the accidental purchase. I will contact resident directly to process refund.

  • Initial Complaint

    Date:05/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Date: 5/25/25 ************ has their busted broken washer and dryers in my apartment complex. They rarely work barely get your clothes clean and they just steal money from you like you in hope you dont notice. This isnt the first time I was over charged first time I thought okay maybe a fluke but this time Im not allowing this dirty cheap scamming company take any money from me any longer. They put a sign for you to contact them for customer support but when you call there are people on the line who REFUSE to help! I asked for a refund to my card for the over charge and they said they cant do anything until a manager is there. I asked to speak to a manager apparently they only work certain days?!? Weird okay then I asked for another number to call they said this is the only number and its only them??? **** so this company not only doesnt have any managers or supervisors to assist and help with complaints but also they arent able to issue me refund?! Then what the F**k are you good for?! Stealing money thats what.

    Business Response

    Date: 05/27/2025

    The call came in over the weekend which we have an afterhours answering service answer phones and assist as best as they can and forward messages where they are unable to assist. Messages are responded to within 24 hours, regardless of day. If service/refund is requested we are more than happy to place a service call and process a refund at the time of the incident. I do not see this customer ever contacting us previously to report a service issue or request a refund. 

  • Initial Complaint

    Date:05/12/2025

    Type:Product Issues
    Status:
    Answered
    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.
    My apartment building uses their machines to provide in-building laundry. Their machines are almost never able to read their app, so the only effective way to use their machines is by their own proprietary payment card. I finally broke down and tried to acquire one of these on May 9th, 2025 after nearly 3 years of the card dispensing machine being broken. So, I purchased one of these cards under the assumption that I had added 10 dollars to my "laundry wallet" and went to start my drying cycle - no money on the card. Thinking this was simply a glitch, I called customer service, where I was promptly told that "Actually, the card itself is 10 dollars." After not-so-subtly announcing my frustrations at this, I tried to add money to this card and the same machine I had purchased it on was not able to read it. So, eventually I just had to add 10 dollars to my account on their app - spending double the amount I had initially intended on spending and had initially been told I would need to spend.This company has also previously cut the cycle times in half & increased prices on the bulk machines without notice, rarely - if ever - services the machines in our building, and there have been numerous issues with their machines since I have lived in this building.

    Business Response

    Date: 05/12/2025

    If the app is not working in the laundry room please make sure that bluetooth is enabled in the app settings and we also recommend that residents open the app in their apartment and then place their cell phone on airplane mode before going to the laundry room.

    We distributed laundry cards to all apartments at the time of the installation. At any time residents can call/email requesting a card and we will mail a card at no charge. Residents may purchase a card at the kiosk for $10 as displayed on the kiosk before dispensing the card. 

    As a courtesy I will be happy to forward a code for $10 to add the cost back to the laundry card, I could just need the laundry card #

  • Initial Complaint

    Date:03/05/2025

    Type:Product Issues
    Status:
    Answered
    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.
    My building has a contract with Hercules laundry and we have to pay five dollars for the initial laundry card and now that the contract with Hercules is ending the company will not refund the initial laundry card. I have 5 cards and each card is $5 and its irresponsible not to refund the cost of the card .

    Business Response

    Date: 03/05/2025

    When Hercules installs equipment at any building we distribute laundry cards. If at any point a resident needs an additional card we will mail at no charge. The kiosk in the laundry room does sell cards for a convenience fee of $5. We do not refund as we would not know if the card was given at installation or mailed to customer.

    Customer Answer

    Date: 03/05/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    I have 5 cards and I would at least like a refund for one of the 5. I dont see why the company cant just look in their database and verify the card  

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **** ***




     

  • Initial Complaint

    Date:01/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 washing machines in our building arent connected to the Hercules app and the machine that refills card is out of service so one can only dry clothes. Even if you load money on the app it gives a code to that needs to be put onto the card using the machine that refills card values. So how exactly is that possible without a working machine?!? So many residents have called and complained but nothing has been done to fix this issue. Whats the point of have dryers if we can wash our clothes. Please fix this issue so everyone in our building can wash our clothes.

    Business Response

    Date: 01/27/2025

    Our technician has been and rebooted the kiosk - the issue has been escalated to an IT supervisor and will be resolved ASAP.

  • Initial Complaint

    Date:11/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hercules manages the laundry room at *****************************************. There are many machines that need repair: Washer/Dryer 1/2 and 5/6 are still broken. Dryer 9 is broken.

    Business Response

    Date: 11/12/2024

    The machines were reported to us yesterday and we will have a technician out shortly to diagnose and resolve issue. 

    Customer Answer

    Date: 11/12/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    The machines are still broken and were reported not yesterday, but many days and weeks prior. 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **** *******




     

    Business Response

    Date: 11/13/2024

    We respond to all service issues reported. These are new calls which will be responded to.

    Customer Answer

    Date: 11/14/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    Machines are still broken 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **** *******




     

  • Initial Complaint

    Date:08/11/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Washing Machine #9 has been broken for since 7/7/24. Numerous ************** calls have been made to Hercules Corp to repair washing machine #9. They will not respond & hang up when you call their service **** to repair ( ****** ). I've been living here 7 years & when there is a equipment problem, Hercules refuses to send technicians to repair their broken washing machines. Please assist if you can. We're at the end of our ropes here with Hercules Corp. I've also informed ***** Mgmt who manages this apartment building Thank you

    Customer Answer

    Date: 08/11/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

Hercules is NOT a BBB Accredited Business.

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