Complaints

This profile includes complaints for E & R Laundry & Dry Cleaners's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  E & R Laundry & Dry Cleaners

  80 Ross Ave Manchester, NH 03103-4007

  
• 

  E & R Laundry & Dry Cleaners

  172 Route 101 West. Bedford, NH 03110

  
• 

  E & R Laundry & Dry Cleaners

  89 Dow St Manchester, NH 03101-1210

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/21/2023

  Type:Billing 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.

  I've been using E&R Cleaners service for the last two years and this is our 3rd year of using their laundry service because my daughter's school only offers E&R as the campus laundry service.
  On the 1st year (2021), I signed up for their basic plan which is just wash and fold. Every week, I was charged extra for items that were either dry-cleaned or "special cared". They would just dry-clean random items even though the label clearly says "machine wash". When I called customer service about it, they said the garment was not cotton and it needed "special care". They kept billing us extra for all these "special care" services. The 2nd year, we chose "Look sharp" plan which included dry-cleaning and Special care so we don't get charged extra every week. They washed things that needed to be dry-cleaned (such as knitted sweaters and dress pants) got ruined.
  After realizing that they target people with basic plans and up charge them by dry-cleaning everything, I went back down to Basic Plan this year and told my daughters not to send anything other than t-shirts, jeans, underwear, and towels in the laundry bag. E&R "special-cared" 4 items which includes a long sleeve t-shirt from Zara (just because its' not 100% cotton) and a cargo pants and charged $40 extra this week. I was told from the customer service agent that t-shirts are dry-cleaned unless they are 100% cotton and if I don't want these extra charges incurring, I will need to upgrade my plan for $550 extra so it includes dry-cleaning and special care. I don't mind paying extra and upgrade the plan if they take care of the garments like they should but they simply don't.
  Every time you call E&R customer service, they will just repeat their policy and tell you the same thing over and over again and at the end, you get so sick of arguing with them, you end up upgrading to the higher plan and pay extra. Unfortunately, E&R is the only service offered at the school, we are stuck with them.

  

  Business Response

  Date: 10/16/2023

  Good Afternoon, 

  Please see the response to the customer complaint ID ******** from our Customer Service Manager regarding this account: 

  This mother called and spoke with Penny (Customer Service Rep) on 09/21/23
  regarding recent charges to her student’s account – ******* student – ******* *** ********). Penny explained what the charges were for and that with the Wash
  Dry Fold these items were not included. Attached is ********s processing detail
  for the year.   Penny advised that she did not receive piece price
  charges last year because her student was on our Look Sharp plan.  The
  mother was unable to process the upgrade online, so Penny sent the following
  email to the parent, student, and billing to assist with the upgrade.
  
  "Hello ******* and ********,
   
  Thank you for your phone call. Sorry to hear
  that you are unhappy with the recent charges on *******'s account since the
  garments are not covered by the chosen plan.  Per your request and to
  assist you with the difference on pricing to upgrade *******'s plan from
  wash/dry/fold to the look sharp and have the recent charges removed. Once our
  accounting department has reviewed your request, they will follow up with you
  with your requested pricing and dispute of charges.
   
  Please let us know if you have any other
  question or concern."
  
  Ana (Billing Department) upgraded the account to our Look Sharp plan
  on 09/26 and charged the card on file $580.00.  She also reversed the
  charges for the duvet and dry-cleaning charges, $-33.39.  I followed up
  with Ana to see if she sent any emails to Ms. ******** ******** *** and
  confirming the upgrade of the piece price reversal and she did not.  The
  parent would have received the automatic confirmation email.

  Please let us know if you need any additional information regarding complaint ID ******** and we will be happy to provide what you need.  Thanks in advance!

  Sincerely, 

  Mike R******

• Initial Complaint

  Date:11/14/2022

  Type:Product 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.

  I signed my son up for laundry service at school since it was his first time away & only going because of a scholarship. I signed him up on September 5. My son has been having difficulties at school and I found out he was not using the service at all - not even once. I reached out the company who told me I had to send an email to cancel. I had difficulties with the emails getting bounced back & reached back out via phone. They told me the only way to cancel was through email and to keep trying. I was able to get an email through, 5 days after the 30 day cancellation time. I explained to them that he never used the service, was having difficulties being away and they refused to refund my money. I reached out the the head of the company and they said they would refund me 50% of the $1099.00 I paid. They also said he could apply it toward next year but we know for certain he will not be returning as boarding school is not working for him. Never once used the service, no compassion for my situation at all and charging me 50% of the money for nothing. If anything, possibly charge me for 4 weeks of service even though we did not use it. 50% is very steep and I'm still paying off my credit card.

  

  Business Response

  Date: 11/15/2022

  We tried to work with Ms.
  ****** *o find a resolution to her request. We have a clear cancellation policy
  that is detailed in our Terms and Conditions and must be agreed to prior to
  registering for our service. Despite this clear policy, we did not deny Ms.
  ****** request, instead we worked with Ms. ****** *o find a fair resolution for
  her.
  

  As a measure of good faith, we offered Ms. ****** a 100% credit
  towards our service for next academic year. This is a full credit that can be
  applied towards our service during a different academic year. Ms. ****** was
  not sure if her student would be returning to boarding school next academic
  year due to her student having difficulties adjusting to student life. As a
  measure of good faith, we offered Ms. ****** *he ability to cancel the service
  with a 50% refund. We understand that Ms. ****** is looking for a full refund,
  but per our Terms and Conditions cancellation requests are reviewed on a
  case-by-case basis after 30 days and because her request was received after
  this clear policy and her student still has the ability to utilize our service on campus, we are not able to offer a full refund.
  

  Ms. ****** did not accept the Letter of Credit resolution or the
  help in getting her student utilizing the service this academic year, so as a
  measure of good faith we offered a 50% refund. Ms. ****** accepted the 50%
  refund resolution.
  

  We know that Ms. ******'s student is still on campus and are
  happy to help in any way we can to get her student utilizing the service
  instead of the 50% refund. By utilizing the service this academic year or
  accepting the Letter of Credit that can be applied towards our service at a
  different time, Ms. ****** would be getting the full refund she is looking for.
  We feel we provided several fair resolutions for Ms. ******, despite
  our clear cancellation policy. 

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We purchased this as a solution to have my expensive and irreplaceable clothes professionally washed and given back to me. It was the complete opposite. The first time I sent my clothes in one of my rare t-shirts was destroyed. It was a shame but mistakes/accidents happen. I contacted support and they agreed to see what caused the damage and will reimburse me if it can't be fixed. I was instructed specifically, place the damaged garment into a bag and label it. I placed my expensive damaged t-shirt in a target bag enclosed with a letter. Then I proceeded to send my second load of clothes in and just got them back today. EVERY SINGLE GARMENT WAS DESTROYED WITH RED DYE. MY IRREPLACEABLE T-SHIRTS & PANTS, SOCKS GONE. It turns out the person washing my clothes removed the damaged t-shirt and note from bag and just threw the bright red target bag to be washed along with all my white clothing. Hundreds of dollars in damage and all of the items are so rare you can't even find them listed online or any pricing information. They claim they been in business 100 years strong, yet can't use your brain or know the basics of professionally washing clothes. I contacted them to get a refund because they can no longer be trusted to wash any clothes moving forward. They then give me a lame excuse and say I must send all the clothes back to see if they can be recovered. They also said its been over 30 days so I can't be refunded because of their policy. Its just only a few days past that 30 day point and will never use them again anyways. With the thousands I paid, I shouldn't even have fathom the thought of sending my clothes to them to get demolished. That's the whole point I paid their premium fee, so my clothes can professional be taken care of. Clearly not! I demand a refund and the compensation of the fair value for all the clothes destroyed by them. Avoid this company by any means!

  

  Business Response

  Date: 10/07/2022

  E&R Laundry has been providing exceptional laundry and dry cleaning service to over 100 preparatory boarding schools, college and universities. E&R is proud to say we are a 100 year old business. We take full responsibility for the events that took place regarding this customers clothing and therefor are refunding the entire purchase price of the laundry plan they choose. We are also paying full price for any damage that occurred to these garments. We are in good faith offering that the customer stay on the laundry plan for the remainder of the academic year at no cost to the customer with the understanding that they will provide a quality perspective moving forward with the service. We stand by our continued desire to be the very best company we can be and hope that this will be a sufficient resolve for our valuable customer. 

  Best Regards

  Jeffrey B*****

  General Manager

  Customer Answer

  Date: 10/07/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18171627, and find that this resolution is satisfactory to me. How do I get in touch with the manager to proceed with what he offered? Could he send me an email? 
  
  
  
  Sincerely,
  
  
  
  **** *******