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:08/07/2023

  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 loaded the pre-paid balance to PayRange in order to get laundry service in my apartment. However, in July, my apartment suddenly stopped to use PayRange any longer, but I still have $7.15 balance remained in my PayRange account. I called ******************** to get my balance refunded. However, they used the 90-day policy to refuse my request. I think this 90-day policy is ridiculous, because the prepaid and unused balance should not be restricted with a refund time-limit. That my money. What I only do is to put it in my account. I have the right to get it at anytime. I think PayRange should give my money back. ******** company.

  Business Response

  Date: 08/24/2023

  Hello there!

  Thank you for leaving your feedback and I wanted to inform you that we have reached out to you via your email to get the refund process started. If you have any questions at all, please contact **********************************!

• Initial Complaint

  Date:08/07/2023

  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.

  I am being charged by this app for $1.75 for each machine. The price on the washing machine and dryer is $1.50. I have complained and been in contact with this company about it and they are now not responding. I'm owed money on my account right now, and will continue to be owed money and they are refusing to refund me. They have nothing about the problem and I first reported it in April of this year. As of right now I'm owed $3.75. Then every single time I use the machines I will need to be refunded $.25 How they go about doing this, I don't care...but I'm am being overcharged by this company and they are refusing to do anything about it.

  Business Response

  Date: 03/27/2024

  Hi *******,
  

  Thanks for your feedback and sorry to hear about the troubles you've been having!  One of our Team Leads reached out to you via our support channels at the time of your complaint. 
  

  Unfortunately we don't control the pricing on the machines and if there's a difference between what the machine has versus what it is on our app, the owner of the machine needs to update that.  As per our communication with you, we have informed the owner of the machine of the issue and they have told us that they will reach out to you. 

  Please reach out to us at ****************************** should you need more assistance on this matter and we'd be happy to assist.
  

  Customer Answer

  Date: 03/27/2024

   
  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:08/05/2023

  Type:Customer Service 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 moved into a condo September 2022, I added $25 on to my payrange account to do laundry. I only used the washing machine once and now my complex switched to a different vendor. I now have $24 on my account and have no way to use the funds. I emailed customer support for a refund but they said the funds were loaded longer than their 90 day refund policy.

  Business Response

  Date: 08/23/2023

  Hello,

  Thank you for leaving your feedback regarding your experience with PayRange. You will have received a secondary email from our support team with details regarding your balance refund. If you have any additional questions or need any additional support, please contacting ********************************** and we would be happy to assist. Thank you and have an amazing day!

  Customer Answer

  Date: 08/23/2023

   
  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. I see the refund PENDING on my credit card.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 moved out of the community which requires to use PayRange for the washing machine a while ago. I requested my refund, amounts to $8. But what I was told, “the last funding transaction was made on 09/24/2022, which falls outside the 90-day balance refund policy of PayRange.” I moved out around January so that was already over 90 days. Could I have planned out and requested the refund on time? No, it was an unplanned job change. This is quite bizarre a policy like this given the fact it’s a prepaid service and we the user should have 100% ownership to that money. Any unused amount should and needs to be refunded. This is simply a scam and it just scrapes away users money. Especially those who don’t need their service in the short run. Customer service was not useful at all. I dislike and despise the service. Think carefully when you add credits to your account on this app!!

  Customer Answer

  Date: 08/01/2023

  Hi I believe they are in business. I just contacted their customer service. Here is the email address [email protected]. 
  

  Also if undeliverable, will my comment be posted publicly to warn other folks? Thanks. 

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Hello, I live in a community that provides washers and dryers by the company PayRange. A couple of weeks ago I went to go do my laundry and was shocked to see that there was a zero balance! I know for sure there was between $10-15 left on the account. I have contacted this company twice and have had zero response. Also, the only transactions available for review are only the year 2020. All transactions since are wiped as well as funds that I mentioned earlier in my complaint.

  Customer Answer

  Date: 08/01/2023

  Hello,

  Here is more info on PayRange contact info:

  [email protected]

  [email protected]

  9600 NE Cascade Parkway

  Suite 280

  Portland, OR 97220

  855-856-6398

• Initial Complaint

  Date:07/19/2023

  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 wanted to close my account and get my balance refunded and they refused to give me my money back. I got no product in return for that money, they just took it from me.

  Business Response

  Date: 03/27/2024

  Hi *****,

  Thank you for your feedback and sorry to hear about the inconvenience you have experienced.  One of our Team Leads reached out to you via our support channels and we got confirmation from you that the issue has been resolved.

  Please let us know if you need any further assistance by contacting us at ******************************.

• Initial Complaint

  Date:07/16/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Pay range is an app it's the payment delivery method used by the laundry mat at my apartment complex Recently they have increased the prices and it seems when they did the update the system didn't get updated properly. The displayed price is the price you choose to pay for either regular or super cycle I choose the upgrade price for the super cycle. After paying the posted price. It displays that I need to put more money in to get what I ordered. Not to upgrade. To get what I already paid for. So after I add extra money it will either work or In some cases not work. Either way. I'm paying and not receiving. In some cases I pay extra and still don't receive. I have reached out multiple times and they have refunded me here and there. But it's an investigation I have to do to tally up how much they owe me. It's never accurate and it's constant. They have not attempted to fix the error. While they communicate that is not enough. The problem needs to be fixed. I can't keep asking for a refund every time I use the service. I should have all the transactions as should they should there be an open case to investigate. Thanks.

• Initial Complaint

  Date:07/02/2023

  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.

  I live in a gated community with utilities that use Pay range. The app in general is beyond average and often forces you to refill more balance than you need. I recently moved out to a different community that no longer uses the app, hence I humbly requested them to refund me my balance which was not more than $4. But I was told that I cannot ask for a refund as the refill was more than 90 days old. I explained to the agent I was communicating ( whose name I believe is *****) that I no longer need their services, to please refund my balance back. However the response I got was abrupt- asking me to go to their website & read there terms post which there team will review & provide & update. I was so perplexed by their response, as there website asks to send out an email & that is exactly what I did. At the moment I need my balance credited back to my account as I never intend to use Pay range again. You cannot hold onto people 's money when they do not wish to take your services. Are you going to force customers to go do there laundry in communities they no longer live? I have never heard anything more bizarre. Hence this complain. All this communication to get back $3. 75 something. And why do I need to have an enquiry about my circumstances, isn't the fact that a person cares about their hard earned money enough?

  Customer Answer

  Date: 07/10/2023

  Hello, 
  
  Thank you for your prompt response. 
  I am writing to inform you that the complain has been resolved and the outcome is to my satisfaction. 
  I request you to kindly close this, and appreciate all the help & resources BBB has provided to make this possible. 
  
  Much appreciated, 
  Palak
  

  
  

• Initial Complaint

  Date:06/29/2023

  Type:Billing Issues
  Status:

  UnpursuableMore 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 6/20 I purchased $10 of laundry credit through PayRange. On 6/21 I noticed on my credit card they had charged me twice, but I only had received the $10 worth of credits not $20. I reached out to PayRange explaining the situation and the customer service was not understanding me and instead of just giving me an additional $10 in credits or refunding my card they refunded my card and deducted the credits off my account so I was still short the extra $10 they charged me. They did nothing to fix that so I contacted my credit card company and they refunded me and now PayRange has debited my account an additional $10 and my account is currently negative with them. As you can see in the photos it shows how my card was charged twice back to back but only one $10 credit was issued and then you can see where they took the $10 back out twice even though I was only given $10 once. I just want them to give me the $10 back they owe me!

• Initial Complaint

  Date:06/29/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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 left the country. They refuse to refund the money in my account. I have emailed them multiple times, and they refuse to even give me a single response.