Complaints

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:10/14/2022

  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.

  I took my washable wool comforter to Master Cleaners, and spoke with ******, the owner, beforehand to ensure they could do the work; we discussed the importance of a wool or delicate setting, and line dry. The comforter was returned shrunken 6 all around, the wool hard and matted.****** insisted she had done the work, placing the comforter in the machine and monitoring the water temp and agitation. She also insisted that the reason for shrinkage was incorrect manufacturers instructions. Below are the instructions on the tag that is sewn to this comforter:Machine wash on wool cycle; use wool detergent; line dry only; do not tumble dry; do not ironPhotos post cleaning were sent to the manufacturer, a company in business for 14 years that specializes in washable wool, Their response: I have taken a look at the images for you and can confirm we only see this when an item has been exposed to extreme heat, or agitation and so unfortunately I would be inclined to think that some of the instructions have not been followed along the process.While Im inclined to believe the owner was honest about doing the work personally, that leaves one possible explanation for the condition of the comforter. There must be an issue with the actual equipment, either water temperature accuracy, and/or agitation speeds that are not accurately reflected.I would like a credit to my **** for the $35 paid to clean this $300 comforter, now ruined and not usable. I would also like the company to have its machinery checked for accuracy in water temperature readings, and agitation speed readings, since those functions are a critical factor when working with washable wool. Machinery working accurately on a delicate cycle would never have the extreme heat or agitation the manufacturer cites as a cause. Included are photos of the comforter, pre cleaning, and post cleaning. NOTE: Your upload button does not work! so cannot upload photos pre and post cleaning.

  Customer Answer

  Date: 11/07/2022

  The legal name I use is ****************************  Help me to understand why this is an issue if it's the actual.. legal name I use?

  Business Response

  Date: 11/16/2022

  Hello my name is ****** and Im the owner of master cleaners at ************************************** I am writing in regards to the complaint of a comforter that I cleaned. She called ahead to ask if I have a special cycle for wool cleaning. I had told her yes I do have a delicate cycle and use woolite detergent. I own a 65 pound front loading washer that has 6 different settings. Each setting has up to 12 cycles that I am able to control heat and advance through if necessary. When she brought the comforter in she told me the manufactures instructions as there was not any cleaning instructions on the comforter. It was to be warm water washed on a delicate cycle and hung to dry. I second guessed these instructions as in my professional opinion this comforter shouldve been dry cleaned not washed. I washed it as she had told me to wash it. The moment I took it out of the washer I knew that was a bad choice. I was hoping after it hung to dry it would in fact look better. I felt the manufacturers instructions were possibly wrong. Or maybe it was a batch gone wrong. I told her to get ahold of the manufacturer and if they had any questions they could in fact contact me. Ive been doing this for 15 years and yes a few times the manufacturers instructions have been wrong. Those items have been replaced by the manufactures. I feel the manufacturer should relook at this comforter as it was done correctly as to their instructions. Im gladly willing to refund her money but I strongly believe the manufacturer should replace her comforter as well.  

  Customer Answer

  Date: 11/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I accept the $35 credit for the ruined comforter.  I note that the owner here... says 'she knew immediately' something was wrong.  She never conveyed that to me... When I picked up the comforter, I heard a very different story - that the comforter should be ok, once it had a chance to relax.  I can't force this owner to have her machinery checked, but will make sure other possible patrons are aware of the issue with equipment.  The manufacturer's instructions were clear.  I will seek a cleaner whose experience allows her/him to believe in the instructions and be open to equipment failure. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 12/01/2022

  This case was ostensibly settled on November 16, 2022. 
  
  Part of the settlement was that Master Cleaners would refund my $35 for the ruined wool comforter.
  
  It has been two weeks, and I have not seen the promised credit.
  
  I am unclear why Master Cleaners is allowed to stall on their end of the resolution with no consequence to them, and no ding to their reference.  (They are not registered with you, but I was told any negative actions on their part would be noted for anyone searching them online at your site).  Not issuing a credit seems like a negative move on their part.
  
  I would like to be notified when the credit has been made, and I would like to make a complaint that they did not follow through with the arranged settlement in a timely manner.
  
  klm

  Business Response

  Date: 01/18/2023

  response taken verbally by BBB staff:

  The check has already been cashed

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  It took nearly (3) months for this business owner to follow through on a simple refund for the services rendered, but when the check finally came, I did cash it.  
  
  Sincerely,
  
  *******************************