Alpine Cleaners

The complainant left her laundry to be picked up by us with the doormanAs usual, we weighed her laundry to be washed and folded by the pound at lbsIn the process of sorting her laundry, we found that most of the garments in the bag should be drycleaned and pressedThese included dresses, blouses, pairs of slacks, and sweatersThese are items that are normally dry-cleaned and pressed so that they are not wrinkled after foldingWe call the complainant and ask her if we should sort her laundryThe dispute is of whether or not she gave her consentWe contend that she did agree on the phone call while she disputes thisAfter seeing her charge, she called the store demanding what basically amounted to a full refund$out of a full charge of $After asking her to be more reasonable, she then demanded a full refund at which point I intervened as the [redacted] I offered her a full service credit which she refusedAt this point since we could not agree, I asked her to write her complaint out fully via email so that we could have our points on recordThese emails can be provided if necessaryShe emailed her complaint along with her perspective as well as pictures of tags that said "do not dry clean", a blouse that was not fully cleaned, and a cardigan with a few loose threads as proof of damage during the cleaning processIn my response, I gave her a detailed report of her transactions and our call records/notesWe have in the past separated items to dry clean from her regular wash and fold bag which she agreed to in the pastI also tried to explain to her that dry cleaning ensures color lasting and that pressing is a service that ensures the garments look presentable and for most clients, is necessaryIf a garment is just laundered, the only way to keep them wrinkle-free is to hang dry themWe offered her this special service early on in her history but we had to stop doing this for her given our lack of facility spaceThe last time we did this for her was on 10/*/Regardless, I offered her a cash refund of $encompassing the cardigan, the blouse, and evenly distributed articles of clothing since the actual garments were unclear in the pictures of the tagsIn total, items out of the bag were dry cleaned while lbs were washed and foldedShe responded by disagreeing with our contention that we have called before to ask if we should sort her laundry for her by saying it was her roommate's items as well as responding to some of my other pointsShe also refused our offer with a counteroffer of $without reasonAt this point I decided that instead of arguing point by point, the issue would be better served by being mediated by a third party rather arguing point by pointSummary: -We called the complainant for consent to sort her dry-cleaning from her laundry and we received her consent-We cleaned and pressed those garments that most of our clients preferred being dry-cleaned and pressed-It was a service to her to sort her laundry and to ensure that none of her garments were damaged and that they would be presentable when she wore themI look forward to working with the mediator on resolving this issueThank you

The complainant left her laundry to be picked up by us with the doormanAs usual, we weighed her laundry to be washed and folded by the pound at lbsIn the process of sorting her laundry, we
found that most of the garments in the bag should be drycleaned and pressedThese included dresses, blouses, pairs of slacks, and sweatersThese are items that are normally dry-cleaned and pressed so that they are not wrinkled after foldingWe call the complainant and ask her if we should sort her laundryThe dispute is of whether or not she gave her consentWe contend that she did agree on the phone call while she disputes thisAfter seeing her charge, she called the store demanding what basically amounted to a full refund$out of a full charge of $After asking her to be more reasonable, she then demanded a full refund at which point I intervened as the *** ***I offered her a full service credit which she refusedAt this point since we could not agree, I asked her to write her complaint out fully via email so that we could have our points on recordThese emails can be provided if necessaryShe emailed her complaint along with her perspective as well as pictures of tags that said "do not dry clean", a blouse that was not fully cleaned, and a cardigan with a few loose threads as proof of damage during the cleaning processIn my response, I gave her a detailed report of her transactions and our call records/notesWe have in the past separated items to dry clean from her regular wash and fold bag which she agreed to in the pastI also tried to explain to her that dry cleaning ensures color lasting and that pressing is a service that ensures the garments look presentable and for most clients, is necessaryIf a garment is just laundered, the only way to keep them wrinkle-free is to hang dry themWe offered her this special service early on in her history but we had to stop doing this for her given our lack of facility spaceThe last time we did this for her was on 10/*/Regardless, I offered her a cash refund of $encompassing the cardigan, the blouse, and evenly distributed articles of clothing since the actual garments were unclear in the pictures of the tagsIn total, items out of the bag were dry cleaned while lbs were washed and foldedShe responded by disagreeing with our contention that we have called before to ask if we should sort her laundry for her by saying it was her roommate's items as well as responding to some of my other pointsShe also refused our offer with a counteroffer of $without reasonAt this point I decided that instead of arguing point by point, the issue would be better served by being mediated by a third party rather arguing point by pointSummary: -We called the complainant for consent to sort her dry-cleaning from her laundry and we received her consent-We cleaned and pressed those garments that most of our clients preferred being dry-cleaned and pressed-It was a service to her to sort her laundry and to ensure that none of her garments were damaged and that they would be presentable when she wore themI look forward to working with the mediator on resolving this issueThank you

The complainant left her laundry to be picked up by us with the doorman. As usual, we weighed her laundry to be washed and folded by the pound at 17 lbs. In the process of sorting her laundry, we found that most of the garments in the bag should be drycleaned and pressed. These included 8 dresses,...

12 blouses, 3 pairs of slacks, and 4 sweaters. These are items that are normally dry-cleaned and pressed so that they are not wrinkled after folding. We call the complainant and ask her if we should sort her laundry. The dispute is of whether or not she gave her consent. We contend that she did agree on the phone call while she disputes this. After seeing her charge, she called the store demanding what basically amounted to a full refund. $200.00 out of a full charge of $230.25. After asking her to be more reasonable, she then demanded a full refund at which point I intervened as the [redacted]. I offered her a full service credit which she refused. At this point since we could not agree, I asked her to write her complaint out fully via email so that we could have our points on record. These emails can be provided if necessary. She emailed her complaint along with her perspective as well as pictures of 7 tags that said "do not dry clean", a blouse that was not fully cleaned, and a cardigan with a few loose threads as proof of damage during the cleaning process. In my response, I gave her a detailed report of her transactions and our call records/notes. We have in the past separated items to dry clean from her regular wash and fold bag which she agreed to in the past. I also tried to explain to her that dry cleaning ensures color lasting and that pressing is a service that ensures the garments look presentable and for most clients, is necessary. If a garment is just laundered, the only way to keep them wrinkle-free is to hang dry them. We offered her this special service early on in her history but we had to stop doing this for her given our lack of facility space. The last time we did this for her was on 10/*/2014. Regardless, I offered her a cash refund of $73.00 encompassing the cardigan, the blouse, and 7 evenly distributed articles of clothing since the actual garments were unclear in the pictures of the tags. In total, 28 items out of the bag were dry cleaned while 7 lbs were washed and folded. She responded by disagreeing with our contention that we have called before to ask if we should sort her laundry for her by saying it was her roommate's items as well as responding to some of my other points. She also refused our offer with a counteroffer of $130 without reason. At this point I decided that instead of arguing point by point, the issue would be better served by being mediated by a third party rather arguing point by point. Summary: -We called the complainant for consent to sort her dry-cleaning from her laundry and we received her consent. -We cleaned and pressed those garments that most of our clients preferred being dry-cleaned and pressed. -It was a service to her to sort her laundry and to ensure that none of her garments were damaged and that they would be presentable when she wore them. I look forward to working with the mediator on resolving this issue. Thank you.

Review: I sent my laundry out to Alpine for wash & fold as I have done several times in the past. While at work I received a call from Alpine (a female employee called) saying that there were dry clean items mixed into the wash and fold items and asking if I would like those items drycleaned. I said no I would not like them drycleaned. When I arrived home after work and picked up my laundry, Alpine had drycleaned the majority of the items and charged me for the drycleaning although I said over the phone that I would not like drycleaning.Desired Settlement: I would like a refund for the drycleaning. The total amount of the charge was $230.25. I would like a refund for $200 as my wash and fold would have likely cost $30 or less (estimated by previous charges when I have received wash and fold only of similar amounts of clothing).

Business

Response:

The complainant left her laundry to be picked up by us with the doorman. As usual, we weighed her laundry to be washed and folded by the pound at 17 lbs. In the process of sorting her laundry, we found that most of the garments in the bag should be drycleaned and pressed. These included 8 dresses, 12 blouses, 3 pairs of slacks, and 4 sweaters. These are items that are normally dry-cleaned and pressed so that they are not wrinkled after folding. We call the complainant and ask her if we should sort her laundry. The dispute is of whether or not she gave her consent. We contend that she did agree on the phone call while she disputes this. After seeing her charge, she called the store demanding what basically amounted to a full refund. $200.00 out of a full charge of $230.25. After asking her to be more reasonable, she then demanded a full refund at which point I intervened as the [redacted]. I offered her a full service credit which she refused. At this point since we could not agree, I asked her to write her complaint out fully via email so that we could have our points on record. These emails can be provided if necessary. She emailed her complaint along with her perspective as well as pictures of 7 tags that said "do not dry clean", a blouse that was not fully cleaned, and a cardigan with a few loose threads as proof of damage during the cleaning process. In my response, I gave her a detailed report of her transactions and our call records/notes. We have in the past separated items to dry clean from her regular wash and fold bag which she agreed to in the past. I also tried to explain to her that dry cleaning ensures color lasting and that pressing is a service that ensures the garments look presentable and for most clients, is necessary. If a garment is just laundered, the only way to keep them wrinkle-free is to hang dry them. We offered her this special service early on in her history but we had to stop doing this for her given our lack of facility space. The last time we did this for her was on 10/*/2014. Regardless, I offered her a cash refund of $73.00 encompassing the cardigan, the blouse, and 7 evenly distributed articles of clothing since the actual garments were unclear in the pictures of the tags. In total, 28 items out of the bag were dry cleaned while 7 lbs were washed and folded. She responded by disagreeing with our contention that we have called before to ask if we should sort her laundry for her by saying it was her roommate's items as well as responding to some of my other points. She also refused our offer with a counteroffer of $130 without reason. At this point I decided that instead of arguing point by point, the issue would be better served by being mediated by a third party rather arguing point by point. Summary: -We called the complainant for consent to sort her dry-cleaning from her laundry and we received her consent. -We cleaned and pressed those garments that most of our clients preferred being dry-cleaned and pressed. -It was a service to her to sort her laundry and to ensure that none of her garments were damaged and that they would be presentable when she wore them. I look forward to working with the mediator on resolving this issue. Thank you.