Complaints

This profile includes complaints for Gunderson Cleaners, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Gunderson Cleaners, Inc. has 10 locations, listed below.

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  Gunderson Cleaners, Inc.

  200 W Wisconsin Ave. Appleton, WI 54911-4344

• 

  Gunderson Cleaners, Inc.

  Wisconsin Ave & County Road CB Greenville, WI 54942

• 

  Gunderson Cleaners, Inc.

  1055 W Winneconne Ave Neenah, WI 54956-3187

• 

  Gunderson Cleaners, Inc.

  107 N Western Ave Waupaca, WI 54981-2201

• 

  Gunderson Cleaners, Inc.

  1440 Oneida St Appleton, WI 54915-7101

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:04/10/2025

  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.

  I was doing business with Natural Cleaners out of ********** for years. They had special notes on my account such as:DO NOT LAUNDER DO NOT DRY DO NOT APPLY HEAT TO GARMENTS DO NOT SHRINK REMOVE AND REPLACE EXACT SAME COLLAR STAYS I have spent a lot of money on my clothing and didn't want it to shrink. Some of my clothing, I have had since 2012 and they stay nice and wearable because of this. It turned out that **** at Natural Cleaners sold to Martinizing in August of 2024, which I was made aware of because Martinizing called me and told me. They assured me that I would not have any problems and I had a direct cell phone number to my local **** I had noticed that something was going on with my clothing and it wasn't fitting correctly when I would wear it on work trips. I thought I was going crazy, so I bought some brand new shirts and had them cleaned. When I got them back, they were smaller than the new shirt. They did not fit me anymore.They also were supposed to replace collar stays, but threw them away, then after I complained, they were ironing shirts with them in. They did not follow directions as specified as the previous company did. Gunderson did not notify me of any changes either.I contacted the store manager and she assured me that the notes were still on my account and I'm not the first to complain. They have lost a lot of customers because of the same reason. I do have this entire phone call recorded. She sent me a list of items I had dry cleaned between 9/23/2024 and 1/27/2025. I had attempted to contact her boss, *** ******, who wouldn't respond to me, then I contacted **** Gunderson, the owner. **** called me and told me that he was having staffing issues and he thinks they have them figured out and we would come to a resolution. When I told **** how much I think the damages would be, he went silent.

  Business Response

  Date: 04/21/2025

  Dear Better Business Bureau-

  Our attorney is currently managing this complaint. Due to challenges in verifying the items brought into our business and assessing the claim's validity, we are thoroughly reviewing the situation. We are committed to handling this matter fairly and appropriately.

  Thank you-

  ******* ***********

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  **** Gunderson and Gunderson Cleaners HAVE NOT responded to my emails. They have been acting in bad faith as they are intentionally misrepresenting the truth.  I have recorded conversations from Gunderson employees who admit to the changes in processes and said there are many other customers with similar issues...
  
  Regards,
  
  ***** *******

  Business Response

  Date: 04/23/2025

  Hello-

  As we understand the concerns of the customer, we have moved this on to our Attorney. At this time there are no facts that we can share nor actions that we have/are taking other than to move this to legal consultation.

  Thank you-

  ******* ***********

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They refuse to give me any information regarding their legal counsel, insurance company or anything.  They WILL NOT respond to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:11/05/2024

  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.

  I interrangements for a pickup for some dry cleaning. Because this issue happened once before I was very aggressive with my communication. I contacted the store to advise them where to pick up the item and where to leave the item. I put a sign on my front door. And I made huge notations on the pickup bag address sleeve. The directions were not filed and as a result this is the second time that the delivery person did not follow instructions and did damages to my front door which results in having to have a professional come in and painted. I immediately called the star and advised them of the situation in both cases. I received no additional communication after that. I continue to receive a bill for $45.54 which I did not feel responsible for because of the damages that they did in my property. I mean numerous phone calls to their address requesting to speak with someone in upper management which went unanswered. I then followed up with a letter to the store indicating that I did not feel that I needed to pay this bill and I wanted to talk with someone about the damages and that was not a trust. It's been a very large gap in time in which that phone call and the statement arrived. I believed that they went ahead and credited my account without contacting me. I am filing this complaint because of the damage is done on my property and the desire to resolve this issue and terminate the bill. It was hard to have the first situation happen even though they came to the correct door they did not follow instructions. But to go to all these lengths in communicating to the store communicating to the driver through the tag on the bag and communicating with the sign which no one could miss is incredibly disappointing.

  Business Response

  Date: 11/12/2024

  Dear BBB and **** **** ******

  I hope this message finds you well. I wanted to follow up on the concerns you raised regarding the deliveries made by our team and the potential damage to your door.
  April 2021 Incident: During the delivery of your comforter and insulated vest, our driver, ***** ***********, mistakenly hung the items on your front door handle. After learning of this, our maintenance employee inspected the door and found no visible damage. We attempted to reach out to you at the time to determine how you would like us to proceed, whether to pay for repairs or fix any issues. Unfortunately, we did not hear back from you.
  February 2024 Incident: I understand that you reported additional concerns about door damage following the delivery of your items in February 2024. *****, our route manager, promptly adjusted the delivery instructions to ensure future deliveries were made to the back door, as per your request. Our driver, ****, confirmed that he followed these instructions. ***** also attempted to reach you multiple times to discuss the matter further but was unable to connect.
  We have made every effort to acknowledge your concerns and ensure our deliveries are handled with care. That said, as a gesture of goodwill, we are happy to write off the remaining balance of $45.54 from your account. This means you will not receive any future invoices from us related to these incidents.
  Please feel free to contact me directly if you have any further questions or if there is anything else we can do to assist you. We value your business and want to ensure your satisfaction with our services.
  Thank you for your understanding, and we hope to continue serving you in the future.
  Best regards,

  ******* ***********

  Culture and Support Manager

  *****************************************************************

• Initial Complaint

  Date:02/12/2024

  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 5/26/23 I dropped off a 6'x9' area rug to be dry cleaned. The rug was less than 2 years old and in like new condition except for two spots where our dog had had an accident. The original purchase price of the rug was $551.24. I picked up the rug on 6/21/23 and paid $237.34 for the cleaning. When I got home and laid out the rug I realized they had completely stretched out the outer edges causing it to no longer lay flat. The edges of the rug now ripple. I let the rug lay out in an unused room for a few weeks in hopes that it would eventually lay flat. By 7/19/23 it was apparent the rug would not lay flat so I returned to the store where I was told they would attempt to fix it. On 09/07/23 I picked up the rug to find that it still would not lay flat and now has permanent marks where I assume they used some kind of clamp. I have spoken to two employees. The first employee is the contact person in store named ******. She was very helpful and put in me touch with ***************************** who I communicated with through email. ****** put me in contact with the general manager **** **********************. After multiple tries I was finally able to speak to Mr ********************** on 2/1/2024. He informed me that he felt the rug was fine and implied they would not be refunding us for the rug. I was not willing to accept that resolution so he told me he would come to my house the next day, 2/02/2024. Mr ********************** did not come to my house on the 2nd nor did he contact me to inform me he would not be coming. I have not been able to reach him since. Mr ********************** is aware that we are trying to resolve this before we move out of state in the next few months and I am getting the impression that he is waiting us out in hopes we just move and drop the claim. The total we are owed for the value of the rug as well as the cleaning fee is $788.58. I am attaching pertinent documents as well as a transcript of a voicemail I received from ***************************** on 1/16/2024.

• Initial Complaint

  Date:11/04/2022

  Type:Order Issues
  Status:

  UnansweredMore 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 a pair of shoes to Gunderson Cleaners in ********************, who advertised on their website that they did shoe repair, to have a cleat put on the heels. I asked how much it would cost and they said: "it shouldn't be too much". when I picked them up it cost $27, I called **** ********************** and said I thought that was outrageous. He informed me that the shoe cleats cost $10 (he shipped them out to someone else and doesn't do shoe repair as advertised) and "his cost of doing business: was the added $17. I felt that was unfair. The next day I had a call saying they would send me a $17 check. I waited 2 weeks and no check. I called the ******************** store where I took the shoes and the lady said she would check on it. I waited 2 more weeks. Then I called Mr. ********************** and left a message 3 times and he never called back. I can understand spending $10 for the cleats but ********************** adding $17 for "his cost of doing business" I believe is unfair and misleading. Cleats should cost $8 to $10 but when I asked how much they would cost they never said they would add a "cost of doing business" charge. and it is misleading saying on their website that they do shoe repair. I also feel it is rude to say you would send a check for $17 and then not even return my phone calls.