HerculesLaundry Reviews 11

Machine always go bad and when you call for a refund the lady was so rude and rushes you. And she hung up on me and I had to call back for refund. And the machine to get the refund takes some time so I don't even know why she was rushing. Rude and rushing don't use if you can.

I am writing to formally express my dissatisfaction with the poor customer service I recently experienced with your company. I am extremely disappointed by the rude and unprofessional behavior displayed by your customer service agents during my recent interaction.

On 10/3/25, I contacted your support team regarding a charging issue. Rather than receiving the assistance and courtesy any customer should expect, I was met with a dismissive attitude, unhelpful responses, and outright disrespect. The representative I spoke with hung up the phone on me while I was still speaking making the situation more frustrating than it needed to be. I recorded the conversation, this was at 9:45am this morning.

Such behavior is unacceptable and does not reflect well on your company’s reputation. As a paying customer, I expect to be treated with respect and professionalism, regardless of the nature of the issue.

I hope you take this matter seriously and address it with the appropriate internal action. I would appreciate a follow-up on what steps will be taken to prevent this kind of behavior in the future.

The service center is closed for lunch. What? Only one person works at the service center. That is the first complaint. Second, adding money to card is always an ordeal with endless supply of new wrinkles. Today, for example, with $50 on my card, no money showed when I went to use on the machines. It turns out, I now have to add a code to connect money to my card. How about adding an instruction pop-up for those of us who cannot contact the software designer directly. That is new. Many times, the connecting device does not connect. It is located in a basement. Second, there is no way to contact the company. They can expect a call from my city council person as well as the landlord. I could write more but after a more than a year of using this system, I feel I deserve a 10% discount for the time I have wasted. Some tenants now use a service outside the building. Oh, and what design genius made black glass windows? And, who agreed to purchase these machines. Your own mechanic told me this kind of window is useless.

Since the landlord brought hercules machines to the building it has been horrible. The machined are not clean or maintained. There is always water in the area where you put your detergent. Also have loss money and called and never got reimbursed. Do not use hercules they are horrible. They do not do regular checks on machines, which is important. If you call about a machine out of order it takes forever for them to repair. Better to go to outside laundry. Less stress if you do.

Total nightmare. I am tenant in a building with these machines.
1. Instructions on how to pay for service incomprehensible. The whole payment system is out of 1800s. Company's only goal is rip off customers.
2. Customer service is surely and horrible.
3. Machines are broken and still take your money.

Now, they supposedly installed newer machines (after 13 years of living with antiquated machines that catch garbage and clothes between the gaskets, hold small amounts of laundry and only 2 for an entire building of residents). There are still 2 small machines, gaskets that catch filth and clothes and keep them dripping wet. The app does not show the washer # unless you climb 3 floors to your apartment (machine is in basement) and back down to start machine. These are the most terrible people I have ever met besides my board and AKAM who signed the contract. They need to be forced to leave so the unit owners can finally get what we deserve----in unit machines and good customer service because this sucks!!!!!!!!!!!!!!

I'm at a location with newer install. The dryer was installed on the 2nd of June and has not worked yet. I submitted a service request on Friday. The response was to put a sticky note warning that the only dryer doesn't work. I put in another service request on Monday. Then on Tuesday, because a technician was supposed to be here doing install checks and nothing changed. When I called on Tuesday customer care wasn't able to see in the system whether a technician had been out because of how recent install was I guess. Called again yesterday to get some kind of status, and they couldn't see my previous service request so they submitted another. Now again I call today and suddenly they can see that the service request on the 11th and now they tell me 24 to 48 hrs, so maybe somebody comes by today. I've worked retail and phone center customer care so I can tell the reps I've spoken to are doing the best they can, but clearly the company doesn't have tools in place to allow for proper communication This swap was from CSC and frankly the laundry rates are higher and the service is not existent. I would write more but I have to go spend some of my precious time in a Laundromat

UPDATED:
A day after I posted this, someone reached out. I'm glad it was finally solved, but I wish it hadn't only been solved after I wrote a review.

The company should have provided a way for people to find the balance on their old cards before shutting down the old machine, and also should have provided extensive signage next to the old machine to warn people against putting money on it, since the card would soon be unusable. My biggest frustration is that they ignored my many emails simply because I hadn't provided them with the balance on my old card (which I had no way to know.) I wish they had at least written me back to let me know the issue; the lack of communication was frustrating.

I've since changed my review to 3 stars from a 1 star since I'm glad they followed up, but still disappointed with their initial customer serivce.

ORIGINAL:
My building uses Hercules Laundry and I had purchased a laundry card to use for their machines. A couple of months ago, they switched to use a different system, which would make the old cards useless. There were no notifications in the laundry room in advance to warn us, or any communications right next to the machine that would let residents know not to add additional funds to the old cards because they would soon be useless.

We were told to reach out to Hercules via a specific email to transfer the money from our old card to a new card or app. I have reached out five times in a few months and haven't heard back. I have money on my old card that's completely useless now. I ran into a fellow resident in the laundry room who was told to mail her card in, which is a joke since that's forcing the customer to get a stamp and risk losing the money on the card. (The card has a number that should provide all the data.)

As of today, I've reached out five times since early November and heard nothing back.

I filed a service request about three days ago (June 26, 3023). Both of the large capacity laundry machines in the building laundry room were stopping mid-cycle and an ERROR message appeared on the screen. Since the cycle was only half way through my clothes were still soaking wet. You can't open the door because the machine door won't open until the full cycle time is complete. I had to totally unplug the machine to get my cloths out. THEY WERE ONLY HAVE WASHED AND SOAKING WET. A guy came two days later to "repair" the two machines. If repair means you put a card in and run a cycle WITHOUT touching the machine to check anything that is absolutely all he did. He took a seat and waited then left. I called to complain about the lack of any investigation into any aspect of the actual machinery. Someone named Selena said "he came and the machines are repaired." I told her he did not repair the machine he sat down and put it through a cycle and left. She insisted he did not just do that. I said WE HAVE HIM ON CAMARA! Then I told her the problem was that the separate filter device that catches the lint from the rinse water coming out of the machines needed cleaning. * The building super hated to see people losing their money so he had done it. I asked that they send some someone every other month to do that. She replied "we don't do that." I said “you don't do preventive maintenance!!!???” She said flatly, “NO.”
If you are reading this, take the lesson, and DO USE THIS COMPANY. I am sure they pay off management companies to use them in their buildings. They are sharks and have bought out many of the older companies even if they maintain the old names so do your research. The only time you will receive any courtesy is when they try to lore you in to signing a contract . Afterwards you’ll be stuck dealing with unprofessional, rude and self serving staff. Note that the machines they install are average at best.

ZERO STARS. I was employed at Hercules Corp. for a little while. I was let go after I slaved away after being completely used and working on hundreds of files a week & doing favors for the supervisor and other coworkers. I was discriminated by the supervisor and another long time coworker due to my age. They protect each other and the respect for a new employee was not there. I was not allowed to step out of the office at all unless it was my break but other employees could freely do so. Barry would gossip terrible personal things about other employees he was hiring openly in the middle of the office. They are only trying to have each other's backs and don't see that this is what will cause the company to eventually reach it's demise. But do they care? Not at all. They are making fat paychecks and literally belittle their employees. Barry Heller also thinks very highly of himself and the people that work closer with the owner. He even tried to tell me that I am better than other employees but was quick to try to throw me under the bus. I've reached out to HR all the way in California about these issues and have gotten no response. So Barry Heller. Please do not try to reach out to me because this review is going everywhere. All your employees know that Hercules would pay any amount of money to remove a review so have fun. Plus the amount of complaints I have heard from customers about the quality of your machines do not surprise me. Not to mention your own employees also agree and feel that there is an unhealthy work environment under your management. Hope you feel well lived. As if their reviews can get any worse!! This place is a joke. Take it with you when you go. I earned my pay and left. Once I walked out that door I felt a peacefulness I never thought I'd feel again. Do not ever work for this company.

So this app always had problems. Fast forward to me moving out of the apartment I live in. There is $5.10 left on the account. I do the whole refund thing and they email me talking about there is a $5 processing fee to send me a check for my money. What?! I suppose if I had $10 on there, it would be a $10 fee huh? They are total scammers.