198 Cleaners

August 26, 2014
Dear [redacted],
We are writing this letter in response to the claim made by [redacted] regarding a pair of pants that she claims to have been damaged at our facility. [redacted] brought several items for cleaning at our store located at [redacted]...

[redacted], MD [redacted]. As [redacted] has mentioned, she has been using us for her cleaning for almost a year now. As a longtime customer, she might already be familiar with some of the procedures we follow in handling customers' cloths.After receiving customer's cloths, the first step we follow is to thoroughly examine cloths for any defects and damages. If we come across any defect or damage, even a slightest one, we call the customer immediately and let them know about it. We do not process a defective garment unless the customer knows about it and tells us to go ahead and clean it. If we don't get a response from the customer, we keep the defective garment separately and process the rest of the cloth. We let the customer know about the situation when they return for a pickup and give them a refund for the payment they made for cleaning the defective cloth.
We followed the same procedure in [redacted] case. Our employee called [redacted] and left her a message. The defective pair of pants was kept separate and when [redacted] returned of a pickup, the employee told her that the pants had a defect when we received it and we tried to contact her to let her know about it- [redacted] said we never called her and she wanted to speak with the manager. We tried to contact her several times afterwards to resolve the problem but we couldn't reach her nor did she return our call. On August 22, 2014 immediately after receiving the claim letter from Revdex.com, we attempted to reach [redacted]. She didn’t answer so we left her a voice message stating that we wanted to discuss with her about the claim she submitted to Revdex.com. This time, she returned our call after a few hours. We kindly explained to her that we had indeed attempted to reach her several times to resolve the issue but she didn't answer her phone. She insisted that nobody tried to contact her. We told her we could prove that by obtaining a phone record. Unfortunately, our attempt to obtain a phone record failed as [redacted] required a court order to give us a phone record.On August 23, 2014, we contacted [redacted] again and kindly explained to her that the process of obtaining a phone record was more complicated than we expected. Even though we still maintain the fact that we didn't damage her cloth, as a good business practice and courtesy to our customers, we offered to pay her a total of $34 ($30 which is the maximum payout per out store policy for any damaged garment plus $4 which is a refund for the payment she made to clean her suite). She agreed to accept our offer. However, while we were waiting for her to come and collect her money, she surprised us by calling and telling us that she changed her mind. She said she neither want to receive the $34 nor discuss with us anymore but try to resolve the issue through a mediator.It is in our best interest to resolve this issue as fairly and as amicable as possible. However, [redacted] seems to be complicating the issue. Still, if [redacted] changes her mind and accepts our offer or comes up with an idea as to how best we can solve this issue, she is more than welcome at any time. Furthermore, if for any reason [redacted] is not satisfied, we strongly recommend this pants to be seen and inspected by an expert for evaluation. Regards,Hassan T.