Complaints

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:11/22/2022

  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.

  11-21-22, Washer #4 stopped running mid-cycle full of water, Bldg *********** came to turn off/on machine, and had to pay an extra $4.60 to restart and finish cycle. Refund $4.60.Reported on Hercules i-pad in the laundry room.11-20-22 Washer #4 stopped running mid-cycle full of water, Bldg *********** came to turn off/on machine, and had to pay an extra $4.60 to restart and finish cycle. Refund $4.60.Reported on Hercules i-pad in the laundry room.11-14-22 Washer #4 stopped running mid-cycle full of water, Bldg *********** came to turn off/on machine, and had to pay extra $4.60 to restart and finish cycle. Refund $4.60.Reported on Hercules i-pad in the laundry room.11-15-22 Washer #4 stopped running mid-cycle full of water, Bldg *********** came to turn off/on machine, and had to pay extra $4.60 to restart and finish cycle. Refund $4.60.Reported on Hercules i-pad in the laundry room.Total refund $18.40 There are only 2 big washers in my bldg. and I prefer using these because they're clean in comparison with the small washers which always have pet hair, human hair, dirt and mud inside the rubber rim.The other big washer works fine but I need to use 2 washers at the same time since I have at least 6 large loads to do every week.Thank you,******************************* *********************************************** =================On 8-22-22, Washer #4, is still not working, why hasn't it been fixed??I've reported Washer #4 on 7-27-22, 8-14-22 and today 8-22-22!!I chose the Hot water cycle, machine worked until middle of cycle when the wring dry was supposed to begin, machine stopped mid-cycle with 15 minutes to go.I called Front Desk, they sent 4 Maintenance Men to fix it, after machine was turned off and back on, I was able to open the washer, take my clothes out of #4 and move it to a different machine.The clothes were completely drenched & the wring cycle hadn't even begun.Please refund $4.60 for the extra cycle when I moved my load to the other big washer.******************************* ********************************************** =========================================Hercules refuses to fix machines once reported and refuses to issue refunds for moneys lost on their machines.I'm filing this Complaint to receive a refund in the amount of $18.40 for Washer #4 malfunctioning,stopping mid-cycle, calling our bldg *********** people to turn off/on machine which means I have to pay twice for one cycle. Each cycle is worth $4.60. As explained above, a total is due me of $18.40.Hercules manager **************** refuses to issue any refund stating their repairman found no problem.However, I have witnesses, several of my bldg's *********** men have come to the laundry room to turn #4 Washer off then on in order for my load to finish washing.This #4 Washer stops mid-cycle and will not continue and this problem has been occurring since August.Please have them issue a refund for the monies I've lost.Thank you,*******************************

  Customer Answer

  Date: 12/17/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Hercules has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:10/27/2022

  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.

  In the building I live in (**** ****) for about 4 years, I have never seen the HERCULES washing machines get clean, they even have mold growing inside of them. It is filthy! They promise to clean it twice a year, but I don't think this ever happened.

  Business Response

  Date: 10/28/2022

  On Nov 18, we are changing out the machines in the laundry room.  Brand new machines will be installed at that time, and there should be no more issues with any of the machines.

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

• Initial Complaint

  Date:10/05/2022

  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.

  My building started to use Hercules laundry machines. Due to unfamiliar with the machine, I mistakenly purchased an extra card which is $5. I talked to a woman over the phone,she agreed that I sent the card back and they would give me $5.00 refund. I sent the card back but they didnt give me the refund. I emailed them saying that if they wouldnt give me the refund they should send the card back so that I can use it, waited a few weeks,no response. I sincerely hope you could help me to get my card back, it has value,its my property. It has to be a usable card or give me a refund.Thank you very much!

  Business Response

  Date: 10/05/2022

  Hello ***,

  I spoke with our customer service manager today.  I understand that we mistakenly mailed you a check for $.50 instead of your $5.00 check.

  A new check for $5.00 was being processed for you today and will be mailed to you this week.  I'm very sorry for this confusion.

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

• Initial Complaint

  Date:10/05/2022

  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.

  Two of the laundry machines in our building have been out of order for months. I previously emailed Hercules in early September to inform them that two of the machines weren't working, and that others were leaving stains on my clothes. They contacted me a few days later to say that all of the machines had been serviced. In the meantime, our building's super also informed Hercules about the broken down machines. Hercules said that they would service one of the broken machines and replace the other. That did not happen for weeks. In late September, our super contacted Hercules again and they assured her that the replacement machine would be installed on September 30, and that they would fix the other one ASAP. It is now October 4, and neither of those things have happened.This is a service that everyone in the building pays money for, and which we have not been able to use properly for months, because half of the machines are out of order. Phoning the company and asking them to resolve the issue has, on repeated occasions now, proven not to make a difference. We are all busy people with jobs and families, and we should not have to be repeatedly pleading with Hercules for them to fulfill the most basic level of service they claim to be providing.

  Business Response

  Date: 10/06/2022

  Hi *******,

  We replaced the machine on 10/5, it was originally scheduled for 9/30 but there was a delay that we encountered. 
  
  We still have a call open for W#2 from 9/28, we will work on getting our tech there ASAP.

  We will have everything cleared up as soon as possible.

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

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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, Hercules laundry is on site. There has been a broken large washing machine since November 2021. I have been reporting it that long and am constantly told waiting for parts. Now another machine is broken, also I get no farther than waiting for parts. I have escalated this to supervisors at least ***** times. I be sent about 30 emails as well as reported issues within the Hercules laundry app. They do nothing. They show up, tape a post it note up saying waiting for parts and thats all that happens. It does not take 11 months or more to get parts for anything, but if it did, the machines should be replaced. The residents are being forced to live somewhere that advertises laundry on site yet Hercules, holding a monopoly, does nothing no matter what I try. Personally Im sick and tired of having only two washers, mainly the large washer #** out of service and Hercules flat out not caring. Residents literally fight on weekends while standing in line. Its degrading and wrong. I also went to the Hercules website and contacted ******, the owner, as advertised contact the owner and speak directly to him. I never spoke to him, I sent my email and received an email from someone else. They are very ignorant and mean people when in the phone. They need to actually fix their stuff or replace the machines.

• Initial Complaint

  Date:09/21/2022

  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.

  My kids washed clothes on Sunday September 18, 2022 ,machine(31) as the washer machine stopped my son tries to open the machine the door won't open its locked we called customer service and was told to unpluged n plug the machine , nothing we called back and was told that a report was made n someone will come out. .. serveral attempts were made to customer service and same response " someone is coming" here we are tuesday september 20, 2022 , 10:01pm once again customer service was called n stated that someone will come when express that the clothes are going to be damage customer service stated" no it won't, the clothes wont be damage that clothes can be soak" and that they see in the system. That i have been calling since sunday ..I feel this issue has not been taken serious. im sure that if the company looks up my number they can see how much ive called about this matter. .Please call with a follow up

  Business Response

  Date: 10/06/2022

  A service call was entered with our dispatcher on 9/19, that clothes were stuck in the machines.  ************** was at the building's laundry room on 9/21 and corrected the problem and the clothing was no longer stuck in the machine.

  Thank you.

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

   

   

• Initial Complaint

  Date:08/08/2022

  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.

  On August 5th 2011 apps. 11AM, My wife was trying to use on of the washer at our residency and in the middle of the operation when the washer filed with water and detergent, the machine suddenly stoped, even with building supervisors attempt to get the machine going, it failed. The front desk staff also was aware of the same issue from yesterday which the manger told took an immediate action to report this to the HERCULES for an urgent service to get it fixed but nothing was resolved which led to todays all day debacle. My wife tried to have someones attention at HERCULES 3 times but nothing was successful and even they lied about having any kind of report being filed art the location. HERCULES wasted entire day of my wife and continuously operating with lies and lack of customer services. They need to not only refund a full amount of the money weve spent on the machine but also pay for the damage they caused by their negligence. Its simply disgustingly acceptable. Please I dare someone to contact me, please lets talk. Because this company better be ready as I am not going to let it stand.

  Business Response

  Date: 08/08/2022

  I'm terribly sorry for your experience in your building's laundry room.

  A Service call was placed on 8/5 at 3pm I understand that clothes were retrieved at 8am on 8/7 
  
  Our customer service manager, ****** wrote the customer and offered a $20 refund code for use in the laundry room.  He said he would call her back later in the week.