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:05/01/2024

  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 added 20$ to my coin meter laundry card, the card has stopped functioning. I have made three attempts to contact the company and they have not answered or responded to voicemails. I want the card fixed or a credit for ***** on a new card ASAP.

  Business Response

  Date: 05/02/2024

  Hello,

  We received two phone calls from a **** with the same phone number that is referenced on this complaint on 05/01/24.  The first at 9:12am and the 2nd at 10:22am.  Our service tech was out there later that day and closed the call at around 3pm.

  Here is what we sent our service tech:
  

  "resident is leaving their LC in the office- it won't let machines start- Please verify balance and and ****** will issue a refund - ****- *********************** here is what our service tech sent back to close the call:
  

  "refunded to a new card- Value Code is : *******- new LC_ 0022742
  
  Retrieved resident laundry card from mgr. Mgr said something that it had $20.00 on it according to resident.
  Went to basement laundry. Read fine without any errors in kiosoft terminal and having a value of $18.50.
  Tested in a washer. It read the $18.50 balance fine and started machine fine when pressing start pad. Deducted balance to $16.50.
  Spoke with mgr about card functioning properly and the resident. She said resident has been here for sometime and was not new to using card.
  I asked I it would be best for everyone if we just issue a new laundry card with the value the old card had. She felt that would be best.
  Called with this info and she okd it provided a ***** refund code to a new card from terminal that comes with $2.50 value on it.
  Added $***** value code to new card to make the balance $18.50 and gave it to mgr for resident."

  We feel that this call was resolved in a timely and positive outcome for the resident.

  Please let me know if you need anything else.

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

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21651693
  
  I am rejecting this response because: first my name is ****** not ***** As I explained to the representative on the phone the first drier I attempted to use did deduct 2.00 but the drier did not start, meaning the correct value of the non functional card was *****, additionally the rep I spoke to advised the only way I would get a credit was to purchase a new card and provide the last 4 digits of said card, so I had to pay an additional 2.50 cents for that card, so Coin Meter CO still owes me 4.50. I will not accept a resolution until the additional 4.50 is received.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/10/2024

  Hello,

  I apologize if we had the incorrect name on the call, we may have misheard, but the phone number we had on service call was the same phone number that **** listed on this complaint.  When our service tech read the card, it had $18.50 on it, and that is exactly what we loaded onto the new card that was given to him.  We would more than happy to refund another $2.00 for the dryer not starting on the new card that we gave him that same day that he called.

  Thank you,

  Coin Meter Company
  

  Customer Answer

  Date: 05/17/2024

  I did respond as not resolved as they owe 4.50 additional 

• Initial Complaint

  Date:01/04/2024

  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.

  Called multiple times since the beginning of November to fix all the dryers in my building **** and to get my refund of $10.50 and they keep saying theyll send somebody out to fix it an give me my refund and they never did. I called today 12/19/23 and they said they left me change in a bag on the floor in front of my door with a picture but they never knocked I never got the money an I specially told them to call me and or drop it off at the front office if they knocked an I didnt answer. I was home all day on the day of the incident 11/13/23 and there was never a knock on my door

  Business Response

  Date: 01/09/2024

  Good Morning,
  
  I hope this message finds you well. We greatly appreciate your feedback and have worked to address ****'s concerns regarding a coin refund and the malfunctioning machines. We apologize for the inconvenience **** experienced. We were not able to verify the vend loss for ****'s laundry on 11/10 however, as a goodwill gesture, we issued a refund of $7 which represents the maximum refund for two cycles ($3.50 per load). Please rest assured that we take the concerns seriously and are committed to providing a solution. It's important to note that our machines are here for convenience and use at your own risk. ************** personally delivered the refund to ****'s door the following business day (11/13),following our coin-based refund policy. We understand that **** was home at the time. We are here to address any further questions or concerns you may have. I have attached the email communication from our tech that the refund was delivered. 
  
  Thank you for your patience and cooperation. We look forward to resolving this matter.
  
  Best,
  *******************
  Regional Sales Manager

  Customer Answer

  Date: 01/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/29/2023

  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.

  I live in **************** apts in Ptld, OR. They use Coin Meter Laundry machines. They recently switched from one electronic pay method to a new one. I was not notified there would be a switch, nor that my good card would no longer be honored. My old loaded laundry card is no longer usable. It has money left on it that they are refusing to refund or to trnsfr $ to new card. Not sure exact $ amt(it was @ least 4 or 5 loads of wash/dry). I am a senior. I am disabled with ******, arthritis, diabetes, &overweight. I am @ poverty level, & can only wash the small items in sink. I badly need my money back to stay clean. I need to wash sheets, towels, uniform, etc. I've asked mgr of apts for help, she says she's called them multiple Xs to no avail. I sent e-mails to Coin Meter, they never replied. I know it's not a lot of $ to some ppl, but it's a lot for me. I work nights, so it is very difficult to contact me during the day. I check the e-mail once per day when I wake-up. I cannot stray from my budget, & barely afford the rent as it is. I told Coin Meter in the email the ID#s on the back of both the new card I was forced to purchase, as well as the one I've had for years. I need the $ from the old one either sent to me in a check, or transferred from the old card to to the new one. My physical addr= *********************** @****************************************************************************. Pls either contact me by email, or with letter in mail(USPS). PLS HELP; I'M REALLY NEED THE MONEY I PAID THEM BACK ASAP!

  Business Response

  Date: 06/01/2023

  Good Morning,

  We received a request from this resident on April 4th asking for help with the new laundry card system, and replied on April 7th.We did not hear back from the resident but are happy to help her if she would like to call or email **: ********************************** or ************. Please see below for email correspondence:

  From: ****************************
  Sent: Friday, April 7, 2023 12:04 PM
  To: '********************' <*****************************************************;
  Subject: RE: Laundry cards old vs new
  
  Good Afternoon ****,
  
  Thank you for reaching out and our apologies for any inconvenience. The previous laundry vendor no longer supports their product, so we made the necessary change and understand it was an inconvenience for residents. If it would make the process easier, would you be able to mail your current laundry card to us and once we receive it, we can read the balance, put the balance on a new card and mail it back?
  
  Thank you,
  
  10630 ******************** | ******** ** 97219
  ************ | Toll Free ************
  
  
  From: ******************** [mailto:*************************]
  Sent: Tuesday, April 4, 2023 9:07 AM
  To: ********** <***********************************************>
  Subject: Laundry cards old vs new
  
  I've lived in my apartment for almost 30 yrs.  I'm 65 & disabled &am using my neighbor's internet, I can't afford a computer.  I started with the machines that took quarters @$1.00 per load.  I understand prices go up.  I'm ok with the newest $2.00 rate.  What I'm having a huge issue with is my coin meter laundry card no longer works.  I only use the machines rarely, & when I went to wash a few days back, the machines had been modified to take new phones or a newer laundry card for pmts.  I do not own a 'smartphone,' and had loaded ALL of my laundry budget into the old one.  I am on limited income, & cannot afford to buy a replacement card when all my laundry $ is on the old one. I need to be able to wash/dry soon.  We need to transfer all the $ that's currently on the old card to a new one, yes?  The old one has apprx $20 > $45 on it.  I do NOT have the $ (on my limited income) to purchase a new one.  So, if I must be charged for a new one, we will need to take that off of my existing balance on old card.  Pls help!  
  I have bad arthritis & a hernia, & can't get around well.  I can't use a laundromat somewhere because no gas $, & all my laundry budget is loaded on old card.  The pmt machine now in the room will not allow me to use the old card as pmt towards the new one.  The ** # off of the back of my old card is #HMP560851.  What can we do to make it so I can once again do laundry?
  I really need your help with this ASAP, please.
  ***********************, Resident at Park Place apts, Ptld, OR.
  Email(checked approx 2x weekly)= *************************.
  Pls help!

  Customer Answer

  Date: 06/04/2023

   
  Complaint: 20116225
  
  I am rejecting this response because:#1> They never responded to me in April.     #2> I refuse to surrender the card(until I get my $ back in either check or loaded onto new card) with the $ on it; I gave them the ** #s off of both old & new card.  That ** # is directly associated with whatever balance remains that I loaded on the card.  Since the old card can no longer be used in our machines, they do not have to worry about me trying to use it.  If necess, I can provide a copy of bank statement showing last $*** paid to Coin Meter that I loaded onto the old card.  I can provide the ** #s from both old & new cards again if necess.   I am wearing increasingly dirty clothes(& bedding; I can only wash the small stuff in the sink) because I do NOT have the funds that are being kept by this business unlawfully.   The manager of my apartment complex has tried calling them repeatedly for a solution to help me, but they continually would only tell her that they were looking into it.  I will go to my bank in a few days & get a copy of my card purchases from Coin Meter which I could fax to both BBB & Coin Meter if necess.    If this cannot be resolved soon, I will be forced to take matters to the next step up to &/or incl media or legal.  If forced to go legal, I will be asking for more than the *** loaded onto old card, as this has been very stressful to my health & very inconvenient; I need clean clothes.    I can only respond to emails from work(like am doing now).  I sleep days & cannot afford either a computer or internet even if I had one.  I can respond to emails only during my workweek SA > WE.  I need the refund check or loaded new card(that I was forced to buy with precious food $) asap!  My employer is beginning to notice uniform not in best condition.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/09/2023

  We are working with this residents' on-site apartment manager to facilitate messages to ****, as she does not have a phone and we are not receiving responses to our emails. We are asking if **** can come to our office so she may see us transfer her balance from her old laundry card to a new one. We are unable to transfer a balance from one card to another without having the physical card that holds the balance. I have shared with her on-site apartment manager our physical address, my personal email address and our service email address. 

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20116225
  
  I am rejecting this response because:  I am disabled & it is very difficult for me to get out.     I do NOT have the $ for the 2 gallons of gas it would take to get there & back(if I had it to spare I would've already gone to their place of business).     I am a day sleeper, so is dangerous for me to drive during normal business hours when I am tired & should be sleeping.     If they would pay for 2 gllns of gas, I could temporarily take gas $ out of food budget, & replenish it with their gas pmt to me.  I could switch shifts (night to day) with a co-worker, so I could safely be out & driving during day.
  
  Sincerely,
  
  ***********************