Complaints

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• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 1, 2023, I brought a winter down vest, and winter down two coats in for dry cleaning. I picked the items up on June 8, 2023, twenty - one days ago. Yesterday, July 28, 2023, I was putting my winter clothes in my storage closet since it is Summer and noticed the material on the vest was damaged. I tried on all three items and the were damaged and shrunk. I cannot zipper them up, approximately 2-inches shorter on length and arms, and down is flattened. Additionally, I had another water down coat cleaned August 2022 that I had in storage that I had not worn and when I tried it on it was also damaged and shrunk. I paid approximately $13.95 to have each cleaned. The total value of my coats to replace is $1495.00, approximately the same price that I paid. Coats are excellent and expensive brands, i.e., The North Face, Patagonia, Waterville, and Columbia.
  Today, June 29, 2023, I went into One Hour Valley Cleaners with the coats, a written description of the damage and costs with hopes of coming to some resolution. Three employees came out. One names K****, although on the business card it reads "Connie and ***" was very difficult to talk to about the damage. He blamed me, would not listen, deflected the information that I gave him. I tried on all the coats to demonstrate the shrinkage. I showed him the damage on the coats. I also have the two vests, one is my husband's and compared the vest that was not dry cleaned. After 20 minutes, I assume Connie said let get back to work, they ignored both my husband and myself and we left with the damaged and shrunk vest and three coats. I cannot wear them. They do not fit. Connie and *** took no responsibility for the damage of their dry cleaning. I am out the approximate $50 I paid for dry cleaning and approximately $1495.00 to replace the items they damaged and shrunk. I need help resolving replacement of the costs of my coats. *** mentioned giving me my money for the dry cleaning but this isn't satisfactory.

  Business Response

  Date: 07/04/2023

  Attached are images that K**** took the day Mrs. C***** came in. K**** tried various times to get her to clarify what she meant by damage, but she wouldn’t answer that directly and deflected by saying her clothing had shrunk. We did notice that there was a bit of discoloration inside the neck area of one of her items, so she may have been referring to that, but we would consider that staining and not damage. In our decades of experience, these clothing items would not shrink as a result of being cleaned, especially to the extent to which she was claiming. I believe one of the items she brought in (not cleaned by us) was to be used as a comparison and show how hers was now a different size, but upon further inspection and comparing the two items side by side, they seemed the same size. While trying to convince us otherwise, she also claimed to have lost ten pounds recently, but we can't verify that claim or understand how that would serve as proof or evidence as to her clothing having shrunk. We believe we should not have to reimburse her the cost to purchase new clothing since we are not the manufacturer. If there is some sort of defect, which is rare but does happen, we encourage customers to contact the original manufacturer. We typically do not offer credit for cases where the clothing item may have been subject to forces outside of our control; however, we did try to offer her credit for the cleaning, even though she had one of the clothing items in her possession for a longer period of time.

  Customer Answer

  Date: 07/05/2023

  
  
  
  
  I am rejecting this response because: It is a false statement. The definition of damage-Destruction or a loss in value, usefulness, or ability resulting from an action or event. Therefore, shrinking is damage and as a result of their service, I have a loss of usefulness of my property. The 3 jackets and 1 vest were all shrunk which is damage. In addition, there is damage to the collar of the vest and discoloration of the gray jacket. Somehow, this was not understood or listened to as the man who said his name was K**** blamed me and my clothing or companies that manufactured them. The fact is they even cleaned the gray coat previously and it did not shrink. The fact is that the same exact vest I brought in is different in size due to their damage but the man would not look at what I was saying and dismissed it as evidence. My husband is my witness to the damage to my 4 items and to how they are too small for me to wear after they damaged them. Again, I want to be reimbursed for the loss of my 4 items at $1495.00 and the cost of the dry cleaning damage at $53.84, totaling $1548.84. For reference, I was charged and paid a total of $345.14 at their cleaner charged under the name of "Valley Cleaners": $290.84 on 11/24/2021, $31.83 on 08/02/2021, and $22.47 on 08/10/2021. Additionally, when they changed business name to "One Valley Venture, Grover Beach, CA" I was charged and paid $14.95 on 8/24/2022, (charge for the black jacket they shrunk) $14.77 on 11/01/2022, $10.95 on 11/28/2022, $53.14 on 04/11/2023, and the last was $38.89 which is the charge for the gray jacket, green jacket, and black vest they shrunk. They should be held responsible and accountable for these damages done while my property was in their possession and dry cleaning service. Again, I want to be reimbursed for the loss of my 4 items at $1495.00 and the cost of the dry cleaning damage at $53.84, totaling $1548.84. 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/06/2023

  During the customer’s in-person complaint, she tried on the vest to convince us that it had shrunk. We had three people as witnesses and opined that the clothing had not shrunk. As mentioned in our initial response, we compared the two vests side by side after she took it off to confirm our opinion. It also did not seem as though the garments had lost their usefulness as she was able to wear the item without any issue nor was there any damage that would inhibit the clothing from retaining heat and keeping the person warm. 
  
  Each clothing item we receive is inspected numerous times at various different stages while in our possession. If there was any damage done to clothing, an insurance claims process would normally require us to document the damage and retain the clothing until the claim was settled. We would also contact the customer when the damage is discovered as sometimes the damage was known by the customer and would want us to proceed with cleaning after being made aware of any risks. We apologize if we may have come off as not listening or blaming the customer. That is never our intention; however, we have to get as much clarification and information as possible for complaints since it would be needed for any required insurance claims. The process can get tricky if the clothing is taken away, making it much more difficult to prove to the insurance company who is culpable. We also do this due to having had several unfortunate experiences with people, who try to take advantage of us since English is not everyone’s first language here, and in our experience, obtaining this kind of information has protected us and our employees. Since the customer would like to continue to push for reimbursement, we have gotten in contact with our insurance agent to handle the situation. 

  As a final note, owners of The North Face, Patagonia, and Columbia clothing should be familiar with their excellent warranties/guarantees, which is why we encourage customers who have possibly defective clothing to contact the original manufacturer. 

  Customer Answer

  Date: 07/08/2023

  
  
  
  
  I am rejecting this response because: I do not read specifics about filing a claim and/or reimbursement of $1495.00 and the cost of the dry cleaning damage at $53.84, totaling $1548.84. What happens now?

  Additionally, I have been a long-term good customer of two years and expected to have been treated better when I presented the piece of paper with damages, the 4 damaged/shrunk items, and demonstrations of how the 4 items were shrunk, damaged, and not wearable for me. Yes, I heard blame, unkind remarks, defense, untruths like you did not have insurance and denied to file a claim, and was eventually ignored and that you denied any responsibility or accountability from your dry cleaning process. At any time, K**** or *** could have taken a tape measure and specifically acquired the measurements of the vests as I had done. I do appreciate your comment, "We apologize if we may have come off as not listening or blaming the customer. That is never our intention..."

  Accidents happen and what matters to me is how they are handled and being responsible and honest, and doing business with integrity. I believe that I should have been treated better when I was attempting to talk with K**** and ***, as I was told not to talk with Connie, the only person that I knew as a customer. Remember, in the past, I even remained a customer, gave you business, and went to your business during COVID. In the past, I also recommended your business to many friends and colleagues.

  Ethically, I am bringing an issue to your attention and believe that as your customer you would listen and respond in kind. If it was my business, I would want to know that a dry cleaning process had damaged/shrunk clothing of a long-term good customer of two years. It is unfortunate that did not happen. I feel that you do not treat me as a valued customer. It is also unfortunate that you treat me like I am disposable. Please note, I am not a customer that cheated you, please stop projecting this as an issue on to me. 

  I feel that you lack skills to deal with the issue of damaged clothes and instead handle problems by ignoring them and thinking the wronged customer will just never come back resulting in you not having to be accountable for their damaged clothes by your dry cleaning process. 

  Also, I'd like to address your last paragraph and comment: "Owners of The North Face, Patagonia, and Columbia clothing should be familiar with their excellent warranties/guarantees, which is why we encourage customers who have possibly defective clothing to contact the original manufacturer." You have cleaned the gray jacket in the past and it did not shrink. The damage/shrinkage was done after your last dry cleaning process. I believe that you said this and continue to profess it so as not to be responsible or accountable for your dry cleaning process. Personally, I see this as dishonest and unethical as these items were not defective clothing. Actually, very reputable brands that spend a lot of resources, research, and integrity making sure that their clothing isn't defective.

  Additionally, regarding your comment, "Since the customer would like to continue to push for reimbursement", yes, I am going to hold you accountable. I said that before I left your store. Although, I wish that you never damaged/shrunk my 3 coats and 1 vest. The mornings have been cold and I don't have my jackets now.

  Again, I want to be reimbursed for the loss of my 4 items at $1495.00 and the cost of the dry cleaning damage at $53.84, totaling $1548.84. That is the fair market value for me to replace them and my items were in excellent condition when I brought them in to dry clean. Please give me the specifics of the claim that you said that you filed with your insurance company. I'd like to wrap this up. Thank you.