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:04/20/2025

  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.

  Our apartment complex has been dealing with faulty machines for months now and C&G does not seem to want to take any responsibility for fixing anything. Of the 2 washers and 2 dryers in the building, one dryer NEVER dries anything (it can't even dry a single sock on high heat) and one of the washers is constantly filling with water and dripping. Also, the old dryers frequently have loose/broken lint traps and smell like something is burning when they run. This leaves 20+ frustrated residents scrambling to use the sole remaining 2 old machines that do (barely) ******* neighbors and I have repeatedly contacted C&G to report these issues only to be told that it must be "user error" or there is nothing that they can do about this. They supposedly have sent technicians to "vacuum out" the dryer t but nothing has ever improved.If Caldwell and Gregory have any integrity as a company and wants to stand by their stated claim of "providing top quality service," I urge them to actually listen to their users and actually repair or replace their failing equipment.

  Business Response

  Date: 04/21/2025

  Good morning, Mr. **************** apologize for any inconvenience and understand your frustration if the laundry equipment is not working properly for you. Please provide the name of your property or the address so we may research open service orders and the history of maintenance on the property. We can then have a service technician meet you on site to resolve issues promptly.

  Thank you,

  *** ****

  Customer Support Manager, ********************** & **********************

• Initial Complaint

  Date:03/31/2025

  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.

  On March 31, 2025 at 4:04 am, I paid for the wrong dryer on campus. I immediately contacted the support line but was told that they do not offer refunds due to user error. This company has constantly had their laundry machines go down for months at a time.

  Business Response

  Date: 04/01/2025

  Good morning,
  We apologize for any inconvenience when using our machines and typically do not refund for user error. If you have issues with the machines not working properly, we would like this information so we can fix them as soon as possible. Would you please provide the address of the property and which machine is not working?
  Thank you,

  *** ****

  Customer Support Manager

  ********************** and **********************

• Initial Complaint

  Date:03/30/2025

  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 contacted Caldwell and Gregory via their website to report malfunctioning equipment (dryer) at my apartment building. I also requested a refund for money I lost on my laundry card for same issue. I got an email weeks ago asking for my name and address so they could send a check. I provided it and was told it would be sent. I never got it.

  Business Response

  Date: 04/01/2025

  Good afternoon,

  We apologize for any inconvenience. A check request was made on 3/21/2025, it typically takes ***** business days to arrive. Please contact me directly if you have not received the check by April 10th, 2025. 

  Thank you,

  *** ****

  Customer Support Manager

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

• Initial Complaint

  Date:01/16/2025

  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.

  We downloaded the laundry app while on vacation. We loaded $18 and then we could never get the bluetooth to work despite following the trouble shooting suggestions. We contacted them immediatley through the app and they never responded. We then called two more times to get a refund for the $18 we were not able to use. They were rude and said "you acknowledged the user agreement", too bad.

  Business Response

  Date: 01/28/2025

  Good afternoon,

  Can you please tell us which location you opened up the app for, and which app it was?  We will also need the last four of your credit card number with expiration date that you used to open this account please.  And then we can forward that information to our *************************** to research for a refund.

  Thank you,

  
  ****** ****** | *************** Specialist
  Caldwell & Gregory
  *********************************************
  Office: ************ |Direct: ************ | Fax: ************
  **************************

• Initial Complaint

  Date:12/21/2024

  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.

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

  The requested information to apply a credit to my laundry card is attached in photo and provided below:

   

  L207 E 627560868 

  
  Regards,
  
  ***** ***
  
  
  

  
  deposited on the mobile app that I now can not use because they still had not resolved the issue of the equipment being offline. I emailed again on 11/23/24 requesting a refund. The company has not responded.

  Business Response

  Date: 12/26/2024

  Good afternoon,

  
  We are sorry that there have been so many connection issues for the app to work properly at this location, I know that the tech is working with the property on this. We can provide a refund to your laundry card to apply at the add value station if you are able to provide the laundry card number?

   

  Thank you,

  ****** ****** | *************** Specialist
  Caldwell & Gregory
  *********************************************
  Office: ************ | Direct:************ | Fax: ************
  **************************
  

  Business Response

  Date: 01/02/2025

  Good afternoon,

  In reviewing the account again, we were able to provide a $10 refund to your card ending in 5613 that you used in adding funds to your app account.  It may take a few days for your bank to show this processed, so please let us know when you see that amount deposited back to you.

  Thank you for your time and have a good day,

  ****** ****** | *************** Specialist
  Caldwell & Gregory
  *********************************************
  Office: ************ | Direct:************ | Fax: ************
  **************************

• Initial Complaint

  Date:10/17/2024

  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.

  Caldwell and Gregory runs an app called "Clean Cash," which allows for electronic payment to run laundry machines in residential units. I recently stayed for a week at a residence (************************************************************************************************; Location ID ****** that uses the Clean Cash app for their laundry facilities. Clean Cash requires users to preload their accounts with money that they can then use to run loads of laundry. The minimum amount to upload is $10. Running a single load of laundry (wash and dry) on the other hand, costs $2.50. I paid Clean Cash $10 and ran a load of laundry for $2.50 to clean a week's worth of clothes. I'm no longer staying at the residence, and I'd like the remaining $7.50 balance to be refunded. I asked Clean Cash / Caldwell and Gregory to do so, but they refused, saying the amount was nonrefundable, citing a part of the agreement that I do not recall clicking through or seeing when I created the account and uploaded funds.I think Caldwell and Gregory's business model with Clean Cash is clearly predatory. They have captured an essential utility at a residence, require payments in amounts that exceed the actual cost of service per use, and do not clearly warn users that funds uploaded to the app are nonrefundable. I suspect that many people who live or stay at residences with laundry facilities with the Clean Cash end up forfeiting balances in their Clean Cash accounts when they move away. All I want is my $7.50 back. Thank you.

  Business Response

  Date: 10/25/2024

  Good morning,

  Our Customer Support Manager has reached out directly via email in regards to this refund request.

  Thank you,

  ****** ****** **************** Specialist
  Caldwell & Gregory
  **********************************************
  Office: ************ | Direct: ************ | Fax: ************
  **************************

• Initial Complaint

  Date:06/19/2024

  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.

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

  Business Response

  Date: 06/20/2024

  Good afternoon,

  The payment app used operates a non-refundable credit system that is agreed upon by all users during the registration process.  We ensure that credits can be used at numerous locations across 30 states, they won't expire, and therefore can be used at any time in the future.

  It sounds as if the machines did not clean the clothing as expected, so considering that information, and with our dedication to ensuring customer satisfaction, we can offer a refund of the $10 deposited within the app. We will forward this request to our ************************* so please provide us with the last four of the credit card used in the app, as well as the expiration date and name.

  Thank you,

  ************************* | ****** Services Specialist
  Caldwell & Gregory
  **********************************************
  Office: ************ | Direct: ************ | Fax: ************
  caldwellandgregory.com

  Customer Answer

  Date: 06/22/2024

  
  Please provide the last four digits of the credit card used in the app:
   8010

  
  as well as the expiration date:

  07/2027

  and name:

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

  Business Response

  Date: 06/25/2024

  Good afternoon,

  Thank you for the card information, the $10 refunded has been processed through our *************** if you can communicate that to ***** please. It may take 1-3 business days to process if they don't see it right away.

  Thank you!

  ************************* | ****** Services Specialist
  Caldwell & Gregory
  *********************************************
  Office: ************ | Direct:************ | Fax: ************
  caldwellandgregory.com

   

• Initial Complaint

  Date:06/14/2024

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] What date will I will receive it?
  
  Regards,
  
  *******************************
  
  
  
  
  

  Business Response

  Date: 06/14/2024

  Good afternoon *******/*********

  In speaking to our team, ******* has spoken with our **** ******** this morning and we have initiated the refund requested in the amount of $2.50.  She verified the mailing address in which to send the check, and that should be processed and sent out next week by our Accounting team.  There was no response given to the email since she had directly spoken with ******* on the phone.

  We hope this has resolved all issues.

  Thank you,

  ************************* ******* Services Specialist
  Caldwell & Gregory
  **********************************************
  Office: ************ | Direct: ************ | Fax: ************
  caldwellandgregory.com

   

  Customer Answer

  Date: 08/01/2024

  So the other check to the old address wasnt sent out?

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] What address will it be sent to?
  
  Regards,
  
  *******************************
  
  
  
  
  

  Business Response

  Date: 07/31/2024

  Good afternoon,

  Our Accounting team has already cut the check and for the Harrisonburg address as discussed before in our email.  But they are able to change the address to reflect the Middletown address and have it sent there instead.

  Thank you,

  ************************* | ****** Services Specialist
  Caldwell & Gregory
  *********************************************
  Office: ************ | Direct:************ | Fax: ************
  caldwellandgregory.com
  

   

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] Because it need to be sent to ***************************************************************************** please resent it out etc.
  
  Regards,
  
  *******************************
  
  
  
  
  

  Business Response

  Date: 07/31/2024

  Good afternoon ********************,
  
  You and I were communicating a couple of weeks ago in reference to your $20 refund, and as shown in the attachments, that check was received in the name of ***************************** and cashed.  You spoke with *** last week and discussed the last and final check being sent out for $5, and that is in the process of being sent out today to ***************************** again to the same address of ***********************************************************************************************
  
  I hope this helps.
  
  Thank you,
  
  
  
  ************************* | ****** Services Specialist
  Caldwell & Gregory
  *********************************************
  Office: ************ | Direct:************ | Fax: ************
  caldwellandgregory.com

  Customer Answer

  Date: 07/30/2024

  Hello my name is ******************************* can you please get back to me because I was talking to someone at yall office last week sometime and they say they was going to send me a refund check in my name ******************************* or in my mom name ***************************** but we never got it we stay at ********************** ************************************ room number is 266 and I was asking when we going to get it please email me back at *********************** or call us at ************ or do both and resent it to ********************************* and how much will the amount be in the check in the refund?

• Initial Complaint

  Date:06/09/2024

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

   

  As of  6/16 the dryers still do not function. I flipped the breaker and got one to turn on but it still does not heat, which means the element was either not replaced or it's still broken. The other dryer does not operate at all. I would recommend for the technician to knock on residents doors and ask for access or reach out to the property manager which is ***************** for a key. 

  
  Regards,
  
  *******************
  
  
  
  

  
  

  Business Response

  Date: 06/13/2024

  Good afternoon **************,

  We would like to address these concerns and ensure that we get all machines functioning properly.  When we have been able to gain entry in the past month, we have replaced heater coils on the dryer and replaced the readers as well to ensure their communication to the payment system.  Recently, we have run into issues with gaining access into the laundry room due to a key being needed.  We are reaching out to our Account Manager for this location for help on this because contact with the property itself have come with no positive results so far.  Do you know how we may be able to gain key access for the room?  You are welcome to reach out to me directly as well if you prefer.

  Thank you,

  ************************* ******* Services Specialist
  Caldwell & Gregory
  **********************************************
  Office: ************ | Direct: ************ | Fax: ************
  caldwellandgregory.com

  Business Response

  Date: 06/24/2024

  Good afternoon **************,

  Last week our tech was able to gain access to the laundry via a tenant.  He found that the outlet has no power in which to support the dryers to properly function; therefore, becoming a property issue.  I have attempted to reach out to ***************** as you suggested in your prior communication, with no success unfortunately.  I dialed ************ and was transferred through a few call centers that finally said to speak with ***** about this property at x.56527.  He has yet to return my call in regards to our inability to access the laundry rooms this location, as we would like to inform them that the outlet needs to be repaired.

  Thank you,

  ************************* ******* Services Specialist
  Caldwell & Gregory
  **********************************************
  Office: ************ | Direct: ************ | Fax: ************
  caldwellandgregory.com

• Initial Complaint

  Date:05/08/2024

  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.

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

  Business Response

  Date: 05/09/2024

  Please see attached.

   

  Thank you,

   

  ****************;
  Customer Support Manager
  
  Caldwell & Gregory

  Business Response

  Date: 05/09/2024

  Thank you for feedback, I have the attachment to **********************************************.

   

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

  Business Response

  Date: 05/09/2024

  Thank you for bringing this matter to our attention. We are writing in response to the complaint filed by *********************** concerning the non-refundable credits purchased through our mobile application for use in our laundry facilities.
  
  At Caldwell & Gregory, we strive to provide precise, transparent services to all our users. It is essential that our customers understand the terms and conditions of our services, which we endeavor to communicate effectively and prominently.
  
  REGARDING THE ISSUE AT HAND:
  
  1. Non-refundable Credits: Our app, which serves various locations across 30 states, operates on a non-refundable credit system. Our app agreement outlines this policy, which must be acknowledged and accepted by all users during the installation and registration process. These terms specify that any funds loaded into the app may be non-refundable but remain available for use at any participating Caldwell & Gregory laundry location nationwide.
  
  2. Accessibility of Funds: We ensure that the credits can be used at any of our numerous participating locations, thus providing flexibility and convenience to our customers who travel within the states we service.
  
  3. Customer Support: We are committed to providing excellent customer service. Should users have questions or require assistance with our services, our dedicated customer support team is readily available for help and guidance.
  
  We regret any inconvenience *********************** may have experienced. However, we maintain that the terms of our app were made clear at the point of installation and that the practice of non-refundable credits is standard across similar service applications. We are willing to refund him in this case if he would like to pursue that avenue.
  
  We trust this clarifies the nature of the complaint. We are dedicated to ensuring satisfaction and are keen to resolve misunderstandings amicably. Should further discussion be required, we are open to dialogue to reach a satisfactory conclusion for all parties involved.
  
  Thank you for your attention to this matter and the opportunity to explain our position.
  
  Sincerely,
  
  ***************
  
  Customer Support Manager
  
  ********************** & **********************