Mac-Gray

Our complex is changing from cash machines to card machines. Mac-​Gray began patching up the machines and not replacing them when they no longer worked. For SEVEN MONTHS we have not had reliable laundry service.
A week or two of difficulties, even a month, can be excused. Seven months is NOT excusable.
I’m appalled that our management company, Kay Management, would permit this. I’m deeply disappointed in both companies.

I work for a small apartment complex and every week I have to call them to come service the machines! They take up to 3 days to service and unfortunately it only takes 2 days for the machines to be out of service again! I would not recommend this company to anyone they are very unprofessional, and since the washer machines being out of service does not affect them getting paid they do not make clients a priority.

My apartment complex uses Mac-​Gray machines, and 50% of the time, there is a problem with either the washer or dryer. There are three laundry rooms in my building, each with 4 – 6 washers and 4 – 6 dryers. Seems about half of them are typically operational, and of those, maybe half actually work well.
The one good thing I can say is that they refund me whenever their machines don’t do their job. I’m thinking maybe I should just set up direct deposit with them, though. It’s a huge waste of time when you schedule yourself around your laundry, and it ends up (once again) taking longer than you expected. I have to actually plan their breakdowns into my schedule.
Last time, I was so fed up, I requested $ 10 back for my lost time working rather than the typical $ 1.75. Never did see that $ 10.

Try to get a refund and I’ve been on hold for 45 mins… Can’t do it online because the number of the broken machine cannot be found!!!

Absolutely the Worst machines ever. Now Living in Arvada CO. We have 2 machines for aprox 30 people. The machines are never serviced. Will be broken for weeks at a time. The machines Always eat money then turn off and reset. Worst customer service. Will never rent anywhere with mac– gray machines ever again.

I just moved into a condo complex in which the Mac-​Gray system is utilized and I am regretting purchasing a condo in this complex now. I was given a laundry card by the previous owner because she said I would need it. So today, Saturday morning, I go to do laundry, I think it is as simple as either activating my card online or just adding funds to my card… well there is no machine to add funds to my card in the laundry room and when I put my card into the machine, it read «bad card»…so I’m thinking call Mac-​Gray customer services, they can help me… HA! I call them the first time and tell them that I need to activate my card and add funds, and he said that the card should already be activated and that I will need to go to the card machine in the laundry room to add funds. I calmly told him that I was just down there and there was no machine, and we do not have a leasing office and we do not have a main office either… so I need to add funds to do my laundry… He told me he cant do it online, it has to be done in a machine. so I hang up and go BACK to the basement and look high and low for a machine that isn’t there… I called the property management service and they are not open, so I call Mac-​Gray again and to my surprise, the same imbecile picked up… he told me I did not look hard enough and that he can send me a new card but it wont get there for 10 – 14 business days, and even then there will still be my dilemma of «not being able to find the card machine» to add funds…
Look, jerk-​face, I am not an idiot, I know what a card machine looks like and I can tell you with every ounce of truth in my body, that A. there is no machine to add funds and B. you’re a douche-bag…you guys say «As a Mac-​Gray customer, you’ll appreciate all the extras we provide to make life easier»…REALLY?! Cause I am pretty sure that my life isn’t easier because of you and now I will have to go to the laundromat to do my laundry this week because nobody seems to want to help the new girl…

Here is the statement from their website: «Mac-​Gray has been a pioneering leader in the Commercial Laundry Systems industry since 1927. If their product is so good, why don’t they have automatic system reboot… Do I need to send you the code for either linux of Windows CE boxes? Nor, auto notify that a system is stuck or down? Nor, do they have 24 hour customer service?
I live in S.E. Austin at the Arrangement, and our machines are more down than up with the Mac-​Grey System. Is it their connection or yours?
I’m not looking for a refund, I’m looking for you to do it better.
It is obviously a wireless system to the units, but you have have to have a hard wire someplace. Why can’t you figure it out.
Hell, even if it’s Windows CE, that would make it even easier due to services restart.

MAC-​GRAY SERVICE IS HORRIBLE! When our Condo Association signed a lease with MG they promised 1 – 2 business days for service. Now they changed policy to 1 – 3 days and still don’t send a technician in 3 business days. You cannot speak to a Supervisor, it takes 10 — 15 minutes on hold to reach a live person who usually has an unhelpful attitude and the machines break at least twice a month. We are shopping for a new provider. They will not reimburse you for lost money in their machines. AVOID THIS COMPANY DUE TO LACK OF CUSTOMER SERVICE, POOR TECHNICIANS AND BAD COMPANY POLICIES.

FML– WORST SERVICE EVER!!! RUN from any resident building with this company attached. I read awful reviews before I moved in, ignored and hoped for the best… worst mistake EVER!!! The machines are ALWAYS broken, the Card Value machine NEVER WORKS (I have put in over 10 work orders since Jan.-it’s only Feb) and it’s still broken. It also charged my CC 60 bucks and didn’t add a dime to the card– which I’ll say be sure to use Amex so you can get a refund when MacGray rips you off. I have a new baby and have to do laundry often– this is a nightmare. I would highly suggest never living in a building with this as your only laundry option. Just word to the wise– be ready to always have 1. Broken Machines 2. Over Charged CC 3. Never able to add money to your card– hence never be able to do laundry. 4. Maybe never able to GET a laundry card– it took us 3weeks to even get a REP out here to GET a card!!!

Dryers are always broken and we’ve been calling weekly for over a month now and they still have not been fixed. The call center people are incompetent and do not get your information correct so they don’t know when you last placed a call. Terrible service, terrible equipment.

I must have a good complex with these machines… or good machines period.
Always worked for me and always showed proper balance on the card. One issue I had once was when the dryer failed a minute after starting. Called the customer service line, gave them the address and my address, check came I think a week or two later with my refund for the lost service (switched everything of course to a diff. one).
Dryer was fixed with whatever error it may have been as I used it later on without an issue. Could have even just been one of those random errors… of course I’m nice enough to put a note on it so others didn’t possibly encounter the same issue.
Next issue I’ll be encountering is my card is going bad (those gold-​plated chips do fail after a while to be properly read). Willing to bet I can call, send it in and get a check back for the amount on it (since I can’t load it to ultimately zero out based on the balance), as I’ll get a new card out of the card machine.

What a rotten company. I am staying at the Rancho Sedona RV park and Mac Gray hung up on me because I didn’t know the street address. You would think that if they own the machines here they would know the address. But then they might have to refund all the money they otherwise get to keep further broken machines. Rip off artists.

Broken washers constantly, poor customer service. Avoid if possible.

I never write reviews but this company is really a bad one! I bought a
«NEW» card with a $ 20 dollars for a $ 3.00 value card and after that the machine said I had $ 17.00 available. At that moment, I tried to add more money and now the machine said that there is an error and needed to call customer service. I came to the house, called customer service and told me to send the card to the company with an explanation. A few days later, I received a check for an amount of $ 10.00. I called them just to be told that they sent me $ 7.00 (that they read on the card) plus the $ 3.00 (cost for the card). And what about the other $ 10.00??? Also, they said that I can’t buy a «new» card with a $ 20.00 when I did it twice… With «machines» like they have profit company. Is NOT nice to get hard workers money!

Thieves!
Machines tend to break down, it’s a fact. When you use any machine long enough, it will break, and generally they can be fixed.
With that in mind
Mac-​Gray will not reimburse you if you lost money on your laundry card because of a broken machine. Despite having called multiple times to the company, there is no resolution with them. The only think they do is fix their machines, jack up the prices, and collect the money they stole from those who didn’t get the service they promised to provide.
DO NOT MOVE TO A PLACE THAT HAS MAC-​GRAY AS THE LAUNDRY SERVICE PROVIDER!
I’m moving out, and amongst other reasons, them having a business presence where I currently live has greatly helped my consideration of moving out.