Complaints

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

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• 

  CSC ServiceWorks, Inc.

  35 Pinelawn Rd Ste 120 Melville, NY 11747-3121

• 

  CSC ServiceWorks, Inc.

  1020 W 37th St Chattanooga, TN 37410-1249

• 

  Coinmach

  3201 West Royal Lane, #100 Irving, TX 75063

• 

  Coinmach

  807 Hildebrand W San Antonio, TX 78212

• 

  CSC ServiceWorks

  5747 Brittmore Rd Suite 300 Houston, TX 77041

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:11/03/2023

  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.

  I live at an apartment complex that unfortunately uses this horrendous companys washers. There are only 8 washers and currently 4 of them are out of order. This is unacceptable. This is however, the norm. Tonight I walked into the laundry room and was met with a horrible mildew stench. Of course four of the dryers were not working, and at least one was filled to the rim with stale, mildewed water. I have called the company numerous times for them to come out and resolve the issue. They stated they will send a technician. Sometime later I received an email stating it has been resolved. I go to use the machine, and the same thing happens. There is no spin cycle and my clothes are absolutely dripping wet. Im losing money because now I have to wash a second time on a machine that (hopefully) has a working spin cycle so that my clothes will dry sometime this century. The apartment complex just tells me to call CSC. CSC doesnt fix anything. Somebody needs to fix these washers AND run me my money. Ive called at minimum 5 times. They told me that they would reimburse me, but I have yet to receive any compensation. They also said it would be in the form of a CSC laundry card. I DO NOT WANT A LAUNDRY CARD. I do not want to use your crappy washers. I would rather drive out of the way and use a public laundry mat than waste anymore time or money with you. FIX THE MACHINES ONCE AND FOR ALL (oh and even after all of the non working service requests, they decided to raise the fee of the washing machines from **** to $2.

  Business Response

  Date: 11/13/2023

  Good afternoon, ******,

  Thank you for reaching out to CSC ServiceWorks and making us aware of your customer concerns. We are truly sorry the **** has been missed with your personal customer experience.

  Based on the account records, a technician was last on site on 10.23.23, responding to a service request submitted by another tenant. In the past ************************************************************************************************** your Better Business Bureau complaint, unless you are submitting them anonymously, did not confirm with the agent your personal information for the card refund mentioned in your complaint, to get processed or not waiting to get connected with a live agent to address your concerns. 

  If you, or other tenants are not reporting malfunctioning machines and/or lost funds *** has no way of knowing there is an issue with the machines on site. 

  In the future, we encourage you to utilize the following service and refund resources:

  Request service through the *** website: Request Service CSC ServiceWorks (cscsw.com) (Keep in mind, if a service request for a machine, has already been placed, you will not be able to submit a new request).
  

  Residents can report lost funds within 1-2 business days of losing the funds and the refund must be associated with a service request for verification. We do not authorize for mass refunds over a span of time.
  

  The online form Refund Request CSC ServiceWorks (cscsw.com) is for minor refunds for one broken machine at a time. 
  

  If you utilize the *** Go or *** ********** applications, you need to request a refund via in mobile app (by using the service request feature in the app), instead of the online form, as you will be directed to the app. Large refunds requested online with no information about how the funds were lost are not able to be approved. 
  

  Any time funds are lost in one machine, you may use the online form within two business days, if possible.
  

  If two or more machines are used, please call us at ************ to report the machines and request a refund. 
  

  For additional help and resources, please visit the Help Section CSC ServiceWorks (cscsw.com) on our website. 

  Currently, there is an open service request in the system. The machine ID number off of the malfunctioning machine is 843-DFP. If there are additional machines on site that are out of service, please provide the machine ID number off of each machine and describe the error each machine is having. Our team will add the machines to the open service request. 

  Regarding price increase, the increase is discussed/agreed upon with the property management. If there are concerns with the new pricing, we advise you to reach out to your property.

  We look forward to hearing back from you.

  Regards,

  CSC ServiceWorks

   

  Customer Answer

  Date: 11/14/2023

  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:

  [Your Answer Here]

   I have already reported these machines in the past as mentioned in my original complaint. I have requested refunds as mentioned in my original complaint. Did you even read what I wrote? The issue is that these machines never get fixed and I never receive my refund. Im sure a technician did come out, but they did not resolve the issue  these machines are constantly out of order, and there is no reason for that. You dont see any reports under my name because this is not my real name. I have provided photos of the machines that are out of order so please send someone who will fix them for good. Having to ask for a refund every single time I need to do laundry, because your machines do not do the one thing they are supposed to, is unacceptable. Either fix the machines, or replace them.

   

   

   

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

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

  Business Response

  Date: 11/21/2023

  Good afternoon, ******,
  

  Thank you for reaching out to CSC ServiceWorks and making us aware of your customer concerns. We are truly sorry the **** has been missed with your personal customer experience.
  

  Based on the account records, a technician was last on site on 10.23.23, responding to a service request submitted by another tenant. In the past **********************************************

  refund request submitted under the name provided in your Better Business Bureau complaint, unless you are submitting them anonymously, did not confirm with the agent your personal information

  for the card refund mentioned in your complaint, to get processed or not waiting to get connected with a live agent to address your concerns. 
  

  If you, or other tenants are not reporting malfunctioning machines and/or lost funds *** has no way of knowing there is an issue with the machines on site. 
  

  Please utilize the following service and refund resources:
  

  Request service through the *** website: Request Service CSC ServiceWorks (cscsw.com) (Keep in mind, if a service request for a machine, has already been placed, you will not be able to submit a new request).
  
  Residents can report lost funds within 1-2 business days of losing the funds and the refund must be associated with a service request for verification. We do not authorize for mass refunds over a span of time.
  
  The online form Refund Request CSC ServiceWorks (cscsw.com) is for minor refunds for one broken machine at a time. 
  
  If you utilize the *** Go or *** ********** applications, you need to request a refund via in mobile app (by using the service request feature in the app), instead of the online form, as you will be directed to the app. Large refunds requested online with no information about how the funds were lost are not able to be approved. 
  
  Any time funds are lost in one machine, you may use the online form within two business days, if possible.
  
  If two or more machines are used, please call us at ************ to report the machines and request a refund. 
  
  For additional help and resources, please visit the Help Section CSC ServiceWorks (cscsw.com) on our website. 

  Regarding price increase, the increase is discussed/agreed upon with the property management. If there are concerns with the new pricing, we advise you to reach out to your property.
  

  *** cannot further assist with your claim.
  

  Regards,
  CSC ServiceWorks

  Customer Answer

  Date: 11/24/2023

  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:

  [Your Answer Here]

   Unacceptable. You literally just copied and pasted the same response as before. Did you even read what I wrote? 

   

   

   

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

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

• Initial Complaint

  Date:11/03/2023

  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.

  Initial phone call to CSC Service works ************ was made on 9/13 as the laundry card we were using which we had just put $20.00 on was swallowed up by a broken machine. During that call, the person I spoke with asked me which machine(s) were broken and they sent a technician to the building the next day. The person on the phone told me they would mail me a new card with $20.00 on it.The card never arrived. I called back on 10/12/23 and the person on the phone said that the address was inputted incorrectly on the replacement card even though the technicians made it to the building I live in the next day. I was told I would get an expedited check. I called back ten days later and was told the check was expedited and would arrive withing the next 2-5 business days. I received a text from ******************* with this confirmation number:(.) Thank you for submitting your refund request. We will resolve the issue as quickly as possible. ******** I called back on 10/27/23 as no check arrived and the person on the phone was unable to find the service request as seen above. When he finally found the request, I received the following confirmation:(.) Thank you for submitting your refund request. We will resolve the issue as quickly as possible. ******** I called back today, Friday,11/3/23 and the service provider on the phone told me a supervisor would call me back. No supervisor ever called back.

  Business Response

  Date: 11/29/2023

  Good afternoon, *****,

  Thank you for reaching out to CSC ServiceWorks and making us aware of your customer concerns. We are truly sorry your refund was not received within a timely manner. 

  The previous cards mailed, were not returned mail back to our main office by ***** As a resolution to your concern, a $20.00 refund CHECK was processed on 11.13.23. It takes ***** business days for a check to get processed, mailed and delivered by ***** You should receive the check on or before 12/8. Due to the holiday, there may be a delay. 

  If there are additional questions or concerns you have, please email ******************************************.

  Regards,

  CSC ServiceWorks 

• Initial Complaint

  Date:10/25/2023

  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.

  Ive called numerous times to try to get them to come out and fix this washer and dryer they are rude they hang up on you, are vague about when theyre coming the few times I can actually get them to tell me when they going to they never showed up nothing buti we have to pay money to them

  Business Response

  Date: 10/30/2023

  Good afternoon, ******,

  Thank you for reaching out to CSC ServiceWorks and expressing your customer service concerns. We are truly sorry we have missed the **** with your customer experience. 

  On ******** a service request was submitted. A technician responded to the service request on 10.26.23. Below is his reporting for the machines that were serviced in your building.

  JQL-206/Dryer: repaired slide; removed glue; replaced slugs

  QWV-288/Dryer: repaired slide; removed glue; replaced slugs

  123-***/Washer: repaired slide; removed glue; replaced slugs

  124-***/Washer: repaired slide; removed glue; replaced slugs

  ***'s typical response time to open service cases is 1-3 business days. Due to ***************** Manor Condos being a large complex, our average response time for this property is 5 business days. This is what was agreed upon in contract with the authorized account holder/property management. *** is meeting contract agreement. We apologize if a service request was not completed within our/your desired time frame to complete service tickets. We service all our communities to the best of our abilities, and wait times vary depending on how many requests are in the area at the time. If you would like to discuss this agreement further, we advise you to speak with your property. 

  You also expressed your concerns with collection of coins on *****. This property is in agreement for *** coin collector to come out once per month to collect the coins. If you desire a more frequent route, please have the property reach out to their sales representative to submit that request on your behalf. 

  Please review the following self-serve resources:

  Service Request Self-****************************** through the *** website: Request Service CSC ServiceWorks (*********) (Keep in mind, if a service request for a machine, has already been placed, you will not be able to submit a new request).
  - If you utilize the *** Go or *********** you can place a service request directly in the mobile app under Service Support. 

  Refund Request Self-Serve

  - Residents can report lost funds within 1-2 business days of losing the funds and the refund must be associated with a service request for verification. We do not authorize for mass refunds over a span of time.
  - The online form Refund Request CSC ServiceWorks (*********) is for minor refunds for one broken machine at a time. 
  - If you utilize the *** Go or *** ********** applications, you need to request a refund via in mobile app (by using the service request feature in the app), instead of the online form, as you will be directed to the app. Large refunds requested online with no information about how the funds were lost are not able to be approved. 
  - Any time funds are lost in one machine, you may use the online form within two business days, if possible.
  - If two or more machines are used, please call us at ************ to report the machines and request a refund. 
  

  For additional help and resources, please visit the Help Section CSC ServiceWorks (*********) on our website. 

  We hope this information helps.

  Regards,

  CSC ServiceWorks

   

   

• Initial Complaint

  Date:10/23/2023

  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.

  My apartment building was involved in a fire on August 3, 2023. As a result of the fire my apartment unit was deemed a total loss, and my section of the building was deemed unsafe to enter. Since the fire occurred, I have called and spoken with several Appliance Warehouse associates to let the company know the washer and dryer unit I was renting would not be able to be retrieved. The company has continued to bill me every month since, instead of sending me an invoice for the cost of the machines. I was also quoted the wrong price for the replacement cost when I initially called to inquire, which caused me to claim a lower amount than the machine cost on my insurance claim. I would like the company to take off the months of billing that I was not able to access the machines and send me a final invoice. I called within a couple of days of the fire to ask for billing to be stopped but was denied.

  Business Response

  Date: 11/01/2023

  Good afternoon *****,

  Thank you for reaching out to CSC ServiceWorks/Appliance Warehouse and making us aware of your customer concerns. We are truly sorry for the negative customer experience.

  Upon partnering with the supervisor of residential collections, it was determined you have been speaking with one of our agents. Appliance Warehouse is waiting on the purchase account to be created and the payment to be made, in order to remove the lease from the account. Once those two steps are completed, the account should close.

  If there are additional questions or concerns you have, please contact our customer support line at ************** and request to speak with our collections department. 

  We hope this information helps. 

  We cannot further assist with this claim via Better Business Buruea Portal. 

  Regards,

  CSC ServiceWorks

• Initial Complaint

  Date:10/20/2023

  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.

  From 4/6/23 I missed one payment for my W/D lease. I have my account set to automatic payments and every month, the same amount is taken from my account. I come to find in my mail a threat of collections for an overdue balance of $221.88. Not wanting to have any collections on my account, I paid the balance before looking into my invoices and payments made. From 5/6/23 I was being back charged for the month of April, and also accruing late fees for every month including the most recent invoice for 11/6/23 a FUTURE date. My automatic payments were still being charged every month of my standard payment of $58.44, so I called the customer service line and waited for OVER an HOUR to speak to someone about why automatic payments were being charged without including any overdue balances, and why a late fee was automatically applied to my charge for 7 months, when all payments were made on time outside of April. The line went silent for 5 minutes after explaining this much and no one ever responded and forced me to hang up. I would like to know why people are able to enroll in automatic payments and any overdue balances are not AUTOMATICALLY charged when the invoice clearly stated a different amount. I would also like to know why all my invoices from 4/6/23 onward have all accrued late fees even though the automatic payments were being pulled on time. I do not believe I am at fault and that this is a billing issue with the company. I ask that you please help me in getting this settled with the company since the customer service department will not. I would like to be reimbursed for any late fee charged beyond 5/6/23. I will own up to my missed payment for 4/6/23 and the direct late charge applied to that amount, but I refuse to pay any additional late charges due to the aforementioned reasons.

  Business Response

  Date: 10/25/2023

  Good afternoon *****,

  Thank you for reaching out to CSC ServiceWorks/Appliance Warehouse and making our team aware of your billing concerns. 

  In April, your payment was declined. The account was still on Autopay but a late fee was applied in order to have the account current which was included on ***** invoice. The autopay for $58.44 was being taken out every month but the invoice was for $73.44. (Autopay will not take-out one-time fees). Moving forward every month the system was creating a late fee due to only a $58.44 payment instead of $73.44. 

  As a customer courtesy, a $75 credit (equivalent to 5 late fees) was applied to your account. 

  If there are additional questions or concerns you may have, please email ******************************************.

  Again, sincere apologies for the inconvenience.

  Regards,

  CSC ServiceWorks Team

  Customer Answer

  Date: 10/28/2023

  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:10/07/2023

  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.

  Ive been so frustrated with this company for years and do not know what to do.Most recently, the machine took my money and never started - you request a refund and then never hear back.They dont actually make repairs either despite multiple tenants reaching out regarding the dryer being broken.Ive reached out to the landlord to request we get a new company as this company is irresponsible and does not provide adequate maintenance nor refunds (when we paid for service) despite stating they do.Ive lost so much money hoping I could laundry at home and thinking eventually it will get better. Do not use this company at all costs.

  Business Response

  Date: 10/11/2023

  Good afternoon *******,

  Thank you for contacting CSC ServiceWorks and letting us know of your customer experience. We are truly sorry the **** was missed with your personal experience with our company.

  In order to assist you further, you will need to provide the full property address where the machines are located. Once received our team will review the phone number records and refund records to investigate your concerns further.

  If there are currently malfunctioning machines on site, please provide the machine ID number off of each machine and describe the error each machine is experiencing. If there is not an open service request on the account, one will get created. 

  We look forward to hearing back from you.

  Regards,

  CSC ServiceWorks Team

  Customer Answer

  Date: 10/11/2023

  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 will email the company with the requested information and request that this complaint remain active until resolved. Their response did not provide where I should send the requested information through an alternative mechanism as the *** application has lead to no response, nor detailed history of requests. I have submitted these requests they are asking for through the application already several times.
  

  Thank you,
  

   

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

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

  Business Response

  Date: 10/23/2023

  Good afternoon *******,

  Please send the requested information through the Better Business Bureau Portal for assistance. 

  Regards,

  CSC ServiceWorks Team

• Initial Complaint

  Date:10/02/2023

  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.

  I submitted a refund request on May 14, 2023. This is for the amount of $5.25 due to their dryers not working or properly dry and clothing, which I also submitted several service requests for and they were not fixed. It has been 6 months I have never received a refund check. I have called numerous times and emailed them numerous times and every time I check online it just says this request needs further investigation but no one has ever reached out to me. I just submitted another request today for the amount of $3.50 for the same issue on a different dryer.

  Business Response

  Date: 10/05/2023

  Good afternoon ******,

  Thank you for reaching out to CSC ServiceWorks and making our team aware of your customer experience. We are truly sorry, your refund was not received in a timely manner. 

  In order to assist you further, please provide a machine ID number off of a specific machine located at the property or the full property/main office address where the machines are located, as our team could not locate an account in our system under the address provided in your Better Business Bureau complaint. 

  Once an alternative address is provided, our team will process a refund check and mail it to your personal address.

  Regards,

  CSC ServiceWorks Team 

   

• Initial Complaint

  Date:09/27/2023

  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.

  csc manages the laundry room in my building. 4 months ago they installed machines that required payment using an app. Removing the earlier cash card loaded system. The app constantly shows the machines offline. In the last 4 months every machine in the entire room has only been operational once. repeated calls to the company to resolve the matter and I get the same empty promise of a technician will be dispatched. Nothing is done.

  Business Response

  Date: 09/27/2023

  Good afternoon *******,

  Thank you for reaching out to CSC ServiceWorks and making our team aware of your customer concerns. We apologize for the negative customer experience.

  Based on the account records, ************** confirmed the following:

  The machines at this property are operated with ESD money cards. They are not programmed to report in due to the payment technology set up on the machines. Only machines that report are Kiosoft payment technology. Our company has tried to reach out to the superintendent multiple times to make him aware. If there are additional questions or concerns you have, regarding the machine report in/offline you will need to reach out to the superintendent, and have him call the number provided for confirmation/detailed information. 

  Regards,

  CSC ServiceWorks Team 

  Customer Answer

  Date: 09/28/2023

  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:

  [Your Answer Here]

   

    This is actually not true for the reasons below
  1) *** machines were operated by ESD money cards several months ago but were changed to KIOSOFT payment technology machines. ***se machines can be operated via your own APP and payments can be sent so that the machines start and function

  2) I have personally used the machines using the app service twice within the last few months. I have provided screenshots from payment history ON YOUR OWN APP proving that I have used the machines and my payments were processed.

  3) ESD money card related equipment was removed when the transition occurred. ***re is NO keycard slot on any of the machines nor is there a way to use existing cards which your company informed us several months ago SINCE your machines transitioned from money cards to app based payment system. *** notices that your company put up regarding this transition are still present on our building lobby

  4) *** machines themselves seem to work but your APP has consistently reported that the machines are offline (screenshot provided)

  Based on your response I fail to see what the building superintendent can do since he cannot access your machines and the building infrastructure has no connection to communication of YOUR machines with your app/servers

  Either your employee/technician is misinforming you OR you are not being truthful regarding this matter

   

   

   

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

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

  Business Response

  Date: 10/10/2023

  Good afternoon *******,

  Thank you for reaching back out to CSC ServiceWorks. 

  Based on the account records, the technician made us aware he made an error with his findings. It was confirmed there is an error with the service causing the *** Go hub to the machines not to report in. A technical support technician has been assigned to the case. 

  We hope to get the matter resolved as soon as possible. 

  Regards,

  CSC ServiceWorks Team 

• Initial Complaint

  Date:09/08/2023

  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.

  On June 7th, 2023, an accidental gunshot discharge in the parking lot of the apartment complex Palisades at ************ and a bullet went through my apartment wall and into my washer and dryer which I was renting from Appliances Warehouse. ***** was hurt, thankfully, and management did their best to repair the wall, reassure myself and my husband. However, now that I have left the apartment complex, CSC Direct are still trying to collect the costs of the washer's damage, which I do not think I should be responsible for, considering I did not fire the bullet that damaged it, and was just a victim in this situation. While I sympathize with the damage to their property, I would like the costs of this damage to be waived since this damage did not occur in my care, and is a result of vandalism. CSC should collect the costs directly from the perpetrator who is still set to appear in court, who is actually responsible for the damages to their property. While the police assured us the costs would be covered by the defendant, we have not even received information regarding a court date, and it is unfair for myself to pay the costs and wait possibly months or years to be reimbursed. The acccount number is ?********?.I have attached the pictures of the damage.

  Business Response

  Date: 10/05/2023

  Good afternoon ********

  Thank you for reaching out to CSC ServiceWorks/Appliance Warehouse and making our team aware of your customer experience. We are truly sorry for the situation that occurred. 

  Upon partnering with the Supervisor of Residential Collections, the following was determined:

  On 9.13.23, the process was reviewed with you. Our collections agent went over the cost of replacement, the billing policy (billing does not stop until the situation is resolved). Per our terms and conditions, the customer is responsible for replacement, if the equipment is not returned to our company. You were advised, you have the option of filing a claim through your rentals insurance to cover the damage. 

  Unfortunately, Appliance Warehouse cannot take action against the property or the person who fired the shot since the equipment is in your name. 

  An invoice was sent to you for the replacement, for you to send to your insurance. Our collections department never received a follow up from you, advising the matter was going to be taken care of through your insurance. 

  If there are additional questions or concerns you have regarding this situation, you will need to call our collections department at ************.

  CSC cannot further assist with this claim through the Better Business Bureau portal.

  Regards,

  CSC ServiceWorks Team

• Initial Complaint

  Date:09/06/2023

  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 rented a washer and dryer from them. They gave me a broken washer because it stopped in the middle of a wash cycle. I requested that they fix it and it took a month for them to fix it. I tried the washer out again, it shut off again and won't turn back on. They said they will replace the washer and it was going to take them till October to bring one. I am already paying rent on a broken washer and using a Laundromat to wash my clothes.

  Customer Answer

  Date: 09/06/2023

  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,
  
  *************************