Business Profile

Laundry Equipment

Caldwell & Gregory LLC

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Complaint Details

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Initial Complaint
01/16/2025
Complaint Type:
Product Issues
Status:
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.
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
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
12/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Caldwell & Gregory provides laundry service to The Willows of *************** apartment complex where I reside. The residents can access the washers and dryers by depositing money on a mobile app or by buying a laundry card through a kiosk on site. I deposited $10 on the mobile app on 10/5/24, used one machine, and could not access any other equipment due to all the washers and dryers suddenly going offline on the app. I called the customer service # and was told there was nothing they could do to immediately resolve the situation. They need to send a repairman out. All washers and dryers have remained offline. I called again on 11/9/24 requesting a refund since the equipment still remained offline. I was again told there was nothing they could immediately do. It would be reported to management. I received an email on 11/11/24 from the company stating they were sorry for the inconvenience but I could still use a laundry card. That is true, however, the issue was the money I had already 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
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: ************
**************************
Customer response
01/01/2025
[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,

***** ***

Business response
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
10/17/2024
Complaint Type:
Product Issues
Status:
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.
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
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
06/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On June 17th 2024 we needed to run 1 load of laundry. They force to deposite ***** of cash into the app in order run laundry, even when we only needed 4.00 to wash and dry. After 4.00 of wash and dry our clothes did not seem clean, and we wanted a full refund. They refused. I asked to refund the remaining 6.00 balance and they refused. I'm never using these machines again and want the money back they forced me to deposit.
Business response
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 response
06/20/2024
[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,

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

Customer response
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
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
06/14/2024
Complaint Type:
Product Issues
Status:
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.
I need a refund for $2.50 for it didn't start and it took my coins.My name is ***************************** I need a refund for $2.50 for it didn't start and it took my coins I live at ********************** it's is a motel ************************************ room number is 266 my phone number is ************ I have send yall a email from *********************** on June 12 and June 13 and June 14 all in 2024 no response for all emails please process my mom refund and get back to my emails.
Business response
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 response
06/14/2024
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 date will I will receive it?

Regards,

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

Customer response
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?
Business response
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 response
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
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 response
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,

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

Customer response
08/01/2024
So the other check to the old address wasnt sent out?
Initial Complaint
06/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I live in a building that has Caldwell and Gregory laundry units. There are 15 apartments and only 2 washers and 2 dryers. I have lived here for 3 years and during that time there has never been an instance where all 4 machines were working simultaneously. The company has repeatedly ignored service requests to clean the lint ducts which is a potential fire hazard. More recently I submitted 3 service requests for an issue with a dryer in which it will not stop operating when you open the door, which is a massive safety issue. For 3 weeks both dryers have been broken and they refuse to give an update on how much longer they will be down or any info regarding their plan of action to fix the machines. The service representatives are rude and dismissive, and the technicians are vague and apathetic.
Business response
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
Customer response
06/16/2024
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.

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
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
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Used their app to do laundry at campground because machine did not take cash. They will not refund leftover funds back to credit card. You never know how much you are going to use. Its a scam to keep extra money.
Business response
05/09/2024
Please see attached.

Thank you,

****************;
Customer Support Manager

Caldwell & Gregory
Business response
05/09/2024
Thank you for feedback, I have the attachment to **********************************************.

***************
Business response
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

********************** & **********************
Customer response
05/09/2024
[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,

***********************
Initial Complaint
11/30/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have moved and no longer utilize the services and have continuously requested a refund in the amount of $6.75. Every time I request the refund, it says it is deleted by admin in which I do not understand due to me no longer needing the service. This is a laundry service provided through the Clean App by Caldwell and Gregory. Please assist. The $6.75 was the remainder left on my account.
Business response
12/01/2023
Good afternoon ****************,
The policy within *************** does state that refunds will not be provided where a resident *** move out of a location. We will refund our clients for any machine malfuction that *** occur, and abide by the policy that the Clean Cash app has written. However, as a courtesy in this situation, we will submit your information to our ******* Services to refund your credit card for the amount of $6.75. Please be aware that it can take 7 to 10 business days for your banking institution to receive and process this request, but it has been submitted on our side.

Thank you and have a good day,
Kristy ****** | ****** Services Specialist
************************************************************************************
************

Customer response
12/01/2023
[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,

***********************
Initial Complaint
06/15/2023
Complaint Type:
Product Issues
Status:
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.
I was forced to put a minimum $10 in their app to do laundry. I did not need to put that much in but that was the minimum. I am moving and no longer in need of their app. They refuse to refund me the money remaining in the account
Business response
06/16/2023
Good morning,

The $3.85 account refund has been submitted to KioSoft. You should see it returned in **** business days depending on your bank.

Thank you,

************************* | Customer Support Manager
********************** & **********************
******************************************************************************
Office:************ | Direct: ************ | Fax: ************
caldwellandgregory.com
Initial Complaint
05/21/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
We are a 6 building condominium complex in Arlington **. We have had a contract with Caldwell Gregory for our laundry machines, which autorenewed last year. Since that time, we have called them for service numerous times, but they have not resolved the problems (can't use credit cards in the machines in most buildings, and one building has had no laundry machine service for 3 weeks despite repeated calls for service). Our property manager has repeatedly asked for communication, but has only been marginally successful.
Business response
05/22/2023
Good afternoon,
We are sorry to hear that there have been connection issues with the readers and machines in the past. Whenever we have received a service request, ************** has responded and reset the modem and it has resolved the issue and worked at that time. But we have received communication via our Payment Technology Supervisor that we are changing the payment system to Kiosoft this week.Parts have already shipped and we have technicians lined up to make the change by Tuesday of next week. This should resolve any chronic payment issues here. Please let us know if you have any further questions or concerns.

Thank you and have a great day,
*************************
**************

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