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:06/26/2023

  Type:Customer Service 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’ve tried on countless occasions to have my prepaid balance refunded from PayRange. I no longer have a use for PayRange since moving from my former apartment complex into my forever home. However, PayRange has an obscured policy where they will NOT issue refunds after 90 days and the balance will remain on the account indefinitely. This is absolutely ridiculous and their policy needs to be changed and/or revised. This is unfortunate and disappointing. I’ve asked over the course of 2 years to have the funds returned to me by any means necessary, but have been denied. I would like MY money refunded to the original form of payment or by check.

• Initial Complaint

  Date:05/17/2023

  Type:Customer Service 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.

  March 2023. Washing my clothes through the PayRange app and realize they were deducting additional funds from my account. When I advised them the consistently say i will be refunded but I have not.

• Initial Complaint

  Date:05/17/2023

  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.

  company was used on a vending machine in which the qr code on the machine directed me to their app to download so I could pay for an item. After downloading the app and adding $10, the app directs you to input the machine #, which wasn't found. I've tried to get the company to refund the money but they won't. I've provided any possible email addresses I would have used to set up the initial account. After the app indicated the machine couldn't be found I deleted the app because it was obvious a fraudulent transaction. I also notified my bank and replaced the credit card I used in the app. see attached image of the charge.

  Business Response

  Date: 05/30/2023

  Hello *****,

  Thank you for your feedback.  We apologize for the negative experience you had while using the vending machine that is enabled with PayRange. We understand that such experiences can be frustrating, and we want to assure you that we take your feedback seriously.  Our team will reach out to you to resolve the matter.

• Initial Complaint

  Date:05/15/2023

  Type:Sales and Advertising 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 5/15 I tried to use one of the 4 washing machines PayRange has in my apartment complex. The only one that was not in use (washer 3) by others showed in the app as offline even though it was empty. one that was in use (and had 30 minutes left on the cycle, washer 4) showed up as available. I thought maybe the names got reversed so I clicked to use washer 4. It took my payment and didnt work. I tried to submit a refund and the PayRange app says since my email isnt attached, I cant submit an in-app complaint. But the issue is, my email is attached, as is my phone number like the app requires. In the past Ive submitted complaints when a machine overcharges (this has happened probably 6 times in the 2 years Ive lived here, totally $20) and you submit a complaint via email, theres never any recourse.I simply stopped submitting complaints when the app malfunctioned - and these malfunctions are usually the app allowing you to purchase a load then saying the machine is offline, resulting in the machine not starting - because this company doesnt seem to follow up with customer complaints. I saw a note from a landlord on this page saying the issue usually lies with the comps that operates the machines, not PayRange. Our machines are always disgusting (smell bad, full of grime and hair) and overpriced but I do believe thats the operating company and my poorly managed apartment complexs issue. But when theres an issue with the app and absolutely no follow up for refunds, THAT IS PAYRANGES PROBLEM TO FIX. The app and website are designed to make customers not follow through with getting a refund. It is tedious, time consuming, and never results in any returned funds. Please look into PayRanges history of refunding customers. From my 2 years experience, I would say this company is a scam.

  Business Response

  Date: 05/20/2023

  Hello ****,

  We apologize for the negative experience you had while using the washers that are enabled with PayRange. We understand that such experiences can be frustrating, and we want to assure you that we take your feedback seriously.

  Someone from our technical team will reach out to you regarding the issues you experienced with our app and the refund requests you submitted.

• Initial Complaint

  Date:04/27/2023

  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.

  PayRange did not return, acknowledge, or email a previous complaint I made. Upon reaching out a second time, the complaint was said to be resolved. The complaint being demanding a refund due to payments going to a machine unable of being used. The "resolution" given by the company caused my funds to drop to $-2.00 in my account, not allowing me to use any machine. I needed my laundry done at that instant so I tried funding my account to bring it up to $8.00 by paying $10.00. Funds were not added to the account and money was taken from my checking. Upon sending this complaint it was ignored.

• Initial Complaint

  Date:04/20/2023

  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.

  PayRange is a phone app for laundromats. They are also the developers of their own app and could easily/quickly fix the issue I'm about to explain, but choose not to do this. The purpose for that is to keep customer's money that is lost when the app intentionally (or randomly) fails to remotely activate a washer or dryer. They have a system in place that automatically rejects the first refund request. And any further requests are denied as well. Eventually, customers will give up as it's not worth the time to continue fighting to recover $1 give or take a few cents. They know this. I've experienced an uncanny amount of machine failures and double charged credits using this app. I'm tech savvy for decades. I've done some programming on my own, so it's not due to beginner error. You see- in order to claim a refund, PayRange mandates that you provide them with a "transaction ID"- a number generated by them. But this number does not appear anywhere in their app. Nor does it populate into the subject line of a prefilled, popup email as they say it does. The only info that prefills in the subject line is a code (in my case *****) and some descriptive text ('My product didn’t dispense but I was charged'. So, since that transaction ID is not included in the subject line, and PayRange won't disclose the transaction ID# anywhere- they believe that they are justified and entitled to keep money that does not belong to them. And when you send them an email explaining that a transaction ID was not given- all they do is copy/paste a canned response. This email tells you to follow the exact, same steps that you already have done. And doing this a 2nd, 3rd or 4th time STILL does not generate a transaction ID. The only way to generate an email that includes a prefilled subject line of codes and descriptive text is to do exactly what their copy/pasted instructions say. It's not like customers are just making up codes and descriptive text that just so happen, by coincidence to be the same exact codes and text that PayRange uses internally. They are purposefully committing federal wire fraud. Again- they develop their own app so they know what they are doing. And they implicate themselves by purposefully ignoring detailed explanations of the missing mandated transaction ID#.

• Initial Complaint

  Date:03/23/2023

  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.

  PayRange was the app that residents had to access in order to use the washer and dryer in my apartment building at ***************************************************************. In order to operate the machines you had to purchase credit online with a credit card and use the app every time you wanted to use the machines. Recently the landlord changed the machines and the new ones require a different app, rendering PayRange useless for me and my neighbors. I still had a $6.00 credit on my account, and I attempted to contact the company about getting a refund but heard nothing. A few days ago a neighbor sent an email saying that it was possible to get a refund and sharing the contact information she had used to do so. I emailed PayRange and was informed that it is their policy not to give refunds after 90 days, though my credit would be good indefinitely. This is no use to me at all. I want a refund of my $6.00. either as a check in the mail or refunded to the credit card I used for the credit. Thank you.

  Business Response

  Date: 04/27/2023

  Hello ******,

  Thank you for your feedback and we apologize for the inconvenience.  Per our records this matter has been resolved.

• Initial Complaint

  Date:03/09/2023

  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.

  Last year I made a deposit into my PayRange account to pay to use my apartments laundry machine. I no longer live in that apartment, I have no use for the account anymore. I attempted to refund my balance of $8.25 and was told that I did not make the deposit within the last 90 days, so PayRange will keep my money indefinitely since I have no use for a PayRange-enabled machine. This determination came from ********** (request #*******). This is wrong, PayRange is holding my money hostage with no way to retrieving it.

  Business Response

  Date: 04/27/2023

  Hello *******,

  Thank you for your feedback and we apologize for the inconvenience.  Our customer support team have reached out to you, please lookout for an email from them.

• Initial Complaint

  Date:02/27/2023

  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.

  Complained about this Company previous;y about time;y equipment repairs. None have been made on their washer/dryers since the previous complaint. Washer/Dryers at Solar Court Senior residence.

• Initial Complaint

  Date:02/24/2023

  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.

  Ive been using this PayRange and everytime Im sneakily charged a dollar or two more from the suggested charge. I never reported it, as it a waste of time! But recently when I charged my card for $10 the payment went out twice.. so my bank emailed saying there are 2 similar charges are if theyre true and I said nope. So the bank put out a dispute with PayRange. Now PayRange has suspended my account.! So I called to ask why and if I can add another card while the dispute on my previous card is going on.. they said.. so I get so connected. The next time I call ..this lady in *************** picks up and is **** and refuses to give me her name nor the put me over to the supervisor! Saying there is no supervisor ! Why are we outsourcing jobs like these!?! Where the customer service does not understand and cant speak proper in English. Besides, is this a family business that has no supervisors and managers that take escalations. This is a fishy business. I strongly request to investigate this business and why are they falsely charging credit cards. and suspending accounts.Absolutely BAD customer service!

  Business Response

  Date: 04/27/2023

  Hello ******,

  We are sorry to hear that you had a negative experience with our app and customer support. We take such complaints very seriously, and we would like to apologize for any inconvenience caused. We are working to improve our services to better meet our customers' needs.

  Per our records your issue has been resolved, if not, please let us know and someone from our team will reach out.