Hercnet Reviews

AVOID this company

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

I m at a location with newer install

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

Terrible machines and app plus terrible customer service

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

Total nightmare

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

HORRIBLE

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

The service center is closed for lunch and more

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