ComplaintsforAaxon Laundry Systems

• Initial Complaint

  07/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid for service and at the end of my lease had a balance they refused to pay me the balance owed when I called I spoke to ***** her exact response was this company does not return any balance

  Business response

  08/02/2024

  The customer is advised to speak to the property where they lived and told to use up any remaining funds, as they receive payments for those funds, all properties are aware of our refund process which you will see here

  Refund Policy - posted on our website

  When requesting a refund, you must submit a service request. Be prepared to provide details such as the machine ID number, serial number and a description of the issue.
  Your refund must be submitted within 24 hours of the machine issue.
  Refunds will only be given for mechanical issues. A refund will ONLY be issued once a service technician has visited the property and confirmed that the issue was due to a mechanical fault.
  If you have vacated the property or are on vacation, we do not issue refunds for the remaining balance on your card. We recommend utilizing all funds before vacating the property.
  We do not offer refunds for lost or stolen phones.
  Discontinuing the use of our app does not qualify for a refund.

   

   

  Customer response

  08/02/2024

  If in fact, they do not give refunds then why does their app prompt you not only ask for the refund but to write the reason for the refund which I did several months ago and no one contacted me this company is getting away with murder. The properties are getting away with the same And I am out $60 after its all said done.

  Customer response

  08/09/2024

  Date Sent: 8/2/2024 10:53:31 PM
  If in fact, they do not give refunds then why does their app prompt you not only ask for the refund but to write the reason for the refund which I did several months ago and no one contacted me this company is getting away with murder. The properties are getting away with the same And I am out $60 after its all said done.

  Business response

  08/09/2024

  We have provided the policy to the resident and the property as they are paid for the usage of the machines, they are aware of the policy.  We cannot be responsible fo all residents moving, as they are advised to use all balances up prior to moving.

  Customer response

  08/09/2024

  What they have in writing is just that I tried contacting them for months via the website and always got the same response I will attempt to send the pictures of the website the information is on my cell should it come to that 

  Customer response

  08/09/2024

  If you need more please let me know 

  Customer response

  08/16/2024

   
  Complaint: 22072442
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I've responded twice and uploaded pictures and the response is the same 

  Customer response

  08/19/2024

  This was my first time submitted a business related problem to BBB so thats the way this works so be it everyone wants to make a buck legally or not 

  thank You 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Axxon are nothing bunch a bunch of crooks. There appliances are substandard. They hardly ever repair anything. They don't answer the phone or respond to e mails. I was on the ***** of ********* on the last property Iived on and every few months Axxon would raise their prices to the point it cost over $5.00 just for one load. The cards they give you are a joke. The cards frequently don't work or give an error code and you lose money. And they do not reimburse you. The supervisor is very nasty and it's easier abd cheaper to go the laundromat. Whete I live now, the ***** decided not to use Axxon because they are one sided and unethical. Lost close to $10 over a five year span on these ****** cards. I'm sure ***** will have a ridiculous rebuttal to my complaint. I hope they have a class action suit against them some day

  Business response

  04/30/2024

  I emailed the customer in the complaint and did not receive a response.  I also texted the customer and they responded back stating they do not use Aaxon to do their laundry.  At Aaxon we take pride in our customer service, and we have no record of this email or phone number placing any service requests or refund requests.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  01/23/2024 & 02/05/2024 I've contacted this company on 01/23/2024 requesting they fix washing machine on my floor after it stopped working they said they would send an employee out within 24 to 48 hours from my call to fix it but no one ever came. I then contacted them again on 02/05/2024 made the complaint and was assured that this time they would send someone out within 24 to 48 hours for sure. The time is up and still no one has come. It has now been almost 3 weeks and the washing machine on my floor does not work. I need to have this fixed as soon as possible. My neighbors and I haven't been able to wash our clothes as previously stated for almost 3 weeks, and we are seniors. This is a senior living community. I also uploaded the call logs of the interactions I have had with them. Thank you in advance for your help. (***********************) senior (*************************************) son

  Business response

  02/08/2024

  This machine was repaired  2/6/23, We only received the call on 2/5/24, it was fixed in less than 24 hours, Unfortunately if they choose the incorrect extension service will not get the call, we have contacted the customer to verify all ways of contact for our service department to make sure this does not happen again.

  Customer response

  02/08/2024

   
  Complaint: 21262939
  
  I am rejecting this response because:

  Aaxon stated they received our call on 2/5 and that on 2/6 the washing machine was "fixed". However the 2/5 call was our 2nd call not our 1st. Our 1st was made all the way back on 01/23 as shown in uploaded call log screeshot at that time they said the employee would be sent to fix the washing machine within 24 to 48 hours. Because no one ever showed up is why we had to call the second time on 02/05. In addition no one notified us that the washing machine had been "fixed" on 02/06 no knock at the door, no call,  text, or email.
  
  It wasn't until I notified the BBB on 2/7 about problem, that Aaxon did send an email the next day on 2/8 (which I will upload.)
  
  The washing machine has not been fixed. It is still making a sounds like it's going explode, and the water doesn't drain. 
  
  At this point we think this product might beyond repair. It should be fully replaced ideally.
  
   Please assist us in getting this company to do their job, as once again it isn't just us going through this problem it's the whole second floor.
  
   Thank you in advance for your help in this matter.

  Sincerely,

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

  Business response

  02/09/2024

  Good Morning,

  We have received the phone call, I also have attached proof that the machine was used 3 times since we repaired, also the machine was used on the 27th after the call on the 26th.  I have attached the info.  We do not replace machines we repair them.  Please note that we emailed customer and we have not even received a response form the customer and we emailed again this morning. Please advise the customer to communicate with us that way if they are not confident with the phone calls being received, we offered many ways to reach us.  and we have not received a response.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  While on vacation at the ************************************** via Bluegreen Vacations 10/15-17/2023 - I used 2 washers & 2 dryers by AXXON (5TH FLR), I reported to Axxon on 10/16/23 that the machines I used on 10/15/23 did not provide HOT WATER and THE DRYERS did not DRY MY CLOTHES AFTER USING. CLOTHES WERE DAMP AND HAD TO BE HUNG DRY. WHICH PREVENTED ME FROM USING MY BATHING SUIT AND OTHER BEACH ITEMS. I have contacted their offices on Oct 15, 16 & Nov 17, 21/2023 to request a refund without any success. It is only a matter of a few dollars but it is important to me that a company performs what they advertise. After waiting on hold today for over 15 mins with *****, cust service, Ext. 149 I hung up and filed this report. I have previously spoken with *********, ******, Lacero, maintenance and now am still waiting to hear back from Operations Manager, ************************* since 10/17/23! After reading the other complaints, My claim will probably never be resolved, like the others! ***** Also, requested my Credit Card information in order to research if I really used their machines. I was not happy to turn that information over to some unknown person on the phone but I cooperated in order to show proof my of usage and ***** assured me this would speed up the process for a refund! After all of that I do not have my refund nor confirmation of a refund being processed!

  Business response

  11/21/2023

  We received your request, and you were advised that we do not control the temperature for the hot water at the property, that comes from the hot water heater at the property and that is their responsibility.   SInce they did not want to help you with your refund we will submit it this time and in the future please understand we only refund for the mechanical malfunction of the washer and dryer, the service never stated an issue with the dryer as you stated above so i apologize for the confusion you will see the refund of **** in the next 5-7 business days.

  Customer response

  11/22/2023

   
  Complaint: 20900232
  11/22/2023
  I am rejecting this response because:

   

  1)THERE WAS NO NOTICE/WARNING THAT IF THE MACHINES DID NOT PROVIDE HOT WATER - NO REFUNDS WILL NOT BE ISSUED OR IT WOULD BE THE RESPONSIBILITY OF THE FACILITY/OWNERS.

  2) THERE WERE 4 MACHINES (2 WASHERS & 2 DRYERS- NOT 1!) INVOLVED THAT DID NOT PERFORM. WASHERS HAD NO HOT WATER, DRYERS DID NOT COMPLETE DRYING- CLOTHES WERE LEFT DAMP & WET AND HAD TO BE HUNG & DRY OVERNIGHT- PREVENTING USE FOR THE DAY/NIGHT.

  THE TOTAL REFUND SHOULD BE $9.00 ($2.25 FOR EACH MACHINE) PLEASE REVIEW MY PREVIOUS ATTACHMENTS OF THE CHARGES AND NOTES OF ATTEMPTED CONTACTS TO THE COMPANY.  I HAVE CONTACTED THE OWNERS/FACILITY AND INFORMED THEM OF THE LACK OF COOPERATION OF AXXON IN THIS MATTER AND THE LENGTH OF TIME INVOLVED IN THIS MATTER!

  AXXON IS DODGING PAYING ME THE FULL REFUND DUE TO ME AFTER ALL THIS TIME (EFFECTIVE 10/16/23) AND NOW I AM HAVING TO FILE COMPLAINTS WITH OTHERS BECAUSE OF THE LACK OF COOPERATION OF THIS COMPANY. I WILL NEVER-EVER USE A MACHINE OWNED BY AXXON, ANYWHERE!

  
  
  Sincerely,
  
  M Love

  Business response

  11/27/2023

  This customer originally requested **** and we did as asked, refunded **** also the customer does not understand we are in a contractual agreement with the location, and they are in fact responsible for all the utilities on the property including Hot Water.  Also no service call has been placed for those dryers at that location, and we have since been to the property and those dryers have been used multiple times since this complaint with no complaints at all.  We only refund any customer after a service call has been completed.  We are responsible for any mechanical malfunction of the washer or dryer, I also do not think it is fair that the customer requested **** and it was refunded and now because they dont agree with our policy they are asking for a full refund, this is the reason that we have policies in place.

  Customer response

  11/28/2023

   
  Complaint: 20900232
  
  I am rejecting this response because:

  1) I ORIGINALLY REQUESTED REFUND FOR THE 4 MACHINES - $2.25 EACH- TOTALING = $9.00. THAT IS SHOWN ON THE ATTACHMENT OF CHARGES TO MY CARD, WHICH WAS SUBMITTED EARLIER!

  2) THIS COMPANY HAS REFUSED TO REFUND FOR THE MALFUNCTION OF THE MACHINES AS DESCRIBED IN MY ORIGINAL COMPLAINT. NOR, DOES THE COMPANY DISPLAY NOTICE OF NO REFUNDS WILL BE ISSUED BY THEM FOR LACK OF HOT WATER OR INCOMPLETE DRYING.

  3) I FURTHER CONTACTED THE FACILITY AND INFORMED THEM OF THE LACK OF COOPERATION FROM AXXON AND HOW AXXON IS NOW BLAMING THEIR FACILITY FOR THE MALFUNCTIONS OF AXXON'S MACHINES. WHICH THE FACILITY DID NOT KNOW OF THIS AND HAS CONSIDERED TO CONTACT ***** AND INVESTIGATE THIS CLAIM. I PROVIDED AXXON (THE COMPANY) WITH ALL PROOF OF THE MALFUNCTIONS OF THEIR MACHINES AND NOW THEY CONTINUE TO TRY TO COME UP WITH ANOTHER WEAK EXPLANATION! I AM DONE WITH THIS AND WILL NOT WASTE ANYMORE TIME OR EFFORT!
  
  Sincerely,
  
  M Love

• Initial Complaint

  11/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid to use a washer using their payment system. The payment was deducted but the machine did not start. The Refund and Service line is not able to conduct Refunds. After filing another refund request on the phone, was reached out to via email that the issue was due to a venting issue with the apartment and the laundry building. However, washer equipment is not dependent on such matters and other equipment on that day operated normally. Said venting issues were resolved two weeks prior as well. After demonstrating these misleading claims to Aaxonpay with my apartment's support, refund was further delayed for repairs to Aaxonpay equipment, and a refund was not issued. Any business interested in contracting work with Aaxonpay should be aware of the bad business practices which could lead to vacancies and tarnished reputation.

  Business response

  11/03/2023

  All refund requests must also have a service request with it so that we can check the machine and confirm there is an actual issue, this is our company policy.  You cant just submit a refund request only, all request need to verified by a technician.

  Customer response

  11/13/2023

   
  Complaint: 20815125
  
  I am rejecting this response because the mobile application allows one to submit a refund request without a service request. That should be fixed. In addition, the payment was deducted from my account without the machine starting. Nevertheless, AaxonPay is digging in and refuses to accept responsibility for the payment being deducted without the cycle starting. Until both issues are fixed and responsibility from Aaxon is acknowledged (respectively) this will stay open.
  

  Sincerely,
  
  ***********************

  Business response

  11/15/2023

  All properties are notified at the beginning of our partnership that all refund requests that are submitted must be verified with a service request, both options are available in the App, this ensures that the machine that you had an issue with gets fixed and you do not experience any more loss.  Also you were refunded **** cents on 10/25/23 and that **** was used on 11/9/23.  Please see below.

  10/25/2023 11:52:46 ************ ****************** $**** ******************
  

  Business response

  11/27/2023

  We did in fact refund the customer, please see below

  Was refunded on app
  10/25/2023 11:52:46 ************ ****************** 2.5 ******************

  Also the customer used the funds stated above and we have had no more service requests.  

  Customer response

  12/06/2023

   
  Complaint: 20815125
  
  I am rejecting this response because:

  the aforementioned issues were not addressed from a user experience perspective. In addition, the app automatically prompts the user to add 10 minutes for $0.80 cents on a dryer cycle when it should be a separate option as it relies on misclicks to generate revenue. It also does not scale with the cost of a normal dryer cycle. Until these issues are addressed for the benefit of all consumers rather than the company, this issue will remain open.

  Sincerely,
  
  ***********************

  Business response

  12/06/2023

  The refund was submitted and the customer received.  As for the top off that was mentioned, the customer has to say yes or no they are given the option it is not automatic.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A laundry Card machine was installed in our lobby, we paid Axon over 2months ago $350 to move the machine to the 3rd floor. Numerous phone calls and emails were made and yet the machine is still in our lobby. We were in the process of renovating our lobby, now the work is finished and the machine is still there. That means the contractor will have to come back again after the machine is changed place to touch up the drywall and paint which will incur more fees for displacement.

  Business response

  11/06/2023

  We successfully relocated the *** on 9/11/23. This has been resolved with the property. See attached photo.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  One of their washing machines was broken and never began the cycle. I contacted them twice (on the 19th and 27th) and received no response.

  Business response

  09/06/2023

  We have been in contact with the customer and have taken care of the refund, she was contacting the wrong person that could assist her

  Customer response

  09/06/2023

   
  Complaint: 20415486
  
  I am rejecting this response because I have not received a refund. In addition, I called the contact number listed in the laundry room and got nowhere.
  
  Sincerely,
  
  **********************************

  Business response

  09/06/2023

  It is processing the banks can take **** days and it was done on 8/31/23, also the customer is not answering out questions, we would love if she would communicate via text as she was.

  Customer response

  09/06/2023

   
  Complaint: 20415486
  
  I am rejecting this response. They ignored me for weeks and are now trying to dictate how we communicate. I prefer email.
  
  Sincerely,
  
  **********************************

  Customer response

  09/14/2023

  The latest update to my complaint said that if I wanted to reopen the complaint, I could respond to the email I got saying it was closed, but I never got an email like that.

  Is it possible to reopen the complaint?

  Customer response

  09/18/2023

  I have not heard from the company by text since the 31st, and still have not received the refund, despite waiting 10+ days.
  

  
  

  Throughout the process, I have been told that refunds are handled only by phone, only through the app (and only given if the amount is greater than the cost of a laundry machine load), and, most recently, have been asked to communicate only by text.

  
  

  I hope the company will make up its mind how it wants to discuss the matter. I will mark this Accepted when I get the refund and response regarding communication methods. If they choose phone, I will be recording all calls

  Business response

  09/19/2023

  We had been communicating through text and the customer had stopped corresponding, but we have processed the refund back to her credit card should see it in 3-5 business days.

  Customer response

  09/20/2023

   
  Complaint: 20415486
  
  I am rejecting this response because:

  I was told previously that a refund was sent and would be completed within 10 days. That did not happen. As I said before, I will accept the response when I receive the refund and get confirmation of ******* preferred contact method.

  Best regards,

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

• Initial Complaint

  07/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I lost $10 in their machine while attempting to replenish the card on 5/29. They are non-responsive and give every excuse why I haven't been reimbursed. I contacted the property mgr for help to intervene and advocate for a resolution as it is not the property's responsibility to reimburse residents. There are unfortunately and have shown little interest in talking this matter

  Business response

  07/10/2023

  We do have the refund, being that it is cash it needs to be signed for and when we were at the property last time no one was available to sign.  Our customer service department is reaching out today to advise customer they can pick up the ten dollars or wait until someone signs for it at the property.  This is the same refund policy we have had always.

  Customer response

  07/11/2023

   
  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.
  
  Sincerely,
  
  ******************

• Initial Complaint

  07/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am very upset about the way this company is stealing money from all customers. I put money to do my laundry, either in a card or on the app, and the company is shorter my balance every single time after couple days my laundry is done! It has been happening to many people, therefore I had been complaining many times without any success!They do not even answer. Worst if any customer service. I live in a senior community and HOA choose this thieves as a laundry company in my complex.I dont have a choice, but I have to take this abusive behavior? They are stealing money in many places, and nobody can do anything about it? They should close this business that they are operating and making ilegal money stealing from the customers without any control!I want my money back and Aaxon have to stop stealing money from customers!

  Business response

  08/02/2023

  The customer just replied yesterday and we provided them with the breakdown of the transactions, it matched the monies that she added to the account.  There is no discrepency.

  Customer response

  08/02/2023

   
  Complaint: 20266211
  
  I am rejecting this response because:

  it is obvious that they will denied the complaint.

  They are not going to agreed that money was taking from my card/application. 
  I just hope they stopped stealing money from customers. Sadly we are living in a senior community, and just few people keep track of the balance between last and next laundry, which could be a week or two.

  Thank you to BBB for trying to helping me and others i this matter. 

  
  Sincerely,
  
  *******************************

  Business response

  08/03/2023

  We are trying to resolve the issue but we do ntot have enough information to do so as you are saying it is both the card and the App, they are two different ways to pay they are not tied together.  You need to be more specific did you lose money on the card or the app??  Please email us as you have been doing

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told I'd be billed $30 monthly for each one of the two machines and now they've added a modem charge which is equivalent to another $30 + some other bogus charge when I was told NOTHING else but the $60 would be charged.

  Business response

  05/04/2023

  I am not sure what the customer is asking as we don't charge monthly?  I need more information they can contact me at ******************************** and i will try to email them myself.

*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. ↩