American Cleaners

*** *** has been offered a cash value of $for his lost pantThe pant is over two years old and he does not have a receiptWe think this is a fair offerHe wants reimbursement for a new pant, which we believe is not fair to us

Contact Name and Title: *** - Customer Service
Contact Phone: XXX-XXX-XXXX
Our Customer Service Department spoke with Mrs*** and apologized for the time frame in which her comforter took at the storeShe was issued a check in the amount of $for her comforter on July 16, She
was also issued a check on July 30th, in the amount of $to cover the cleaning costs she incurred
We consider this matter resolved and closed

We cleaned Ms***'s garment according to standard care label instructions. Ms*** claimed that the garment shrunk, but we saw no evidence of shrinkage. To settle the issue, with Ms***'s permission, we sent the garment for analysis to the International
Textile Analysis Laboratory to be analyzed ITAL is an independent lab that is used in the textile and garment industry to determine cause of product failure. We abide by their decision. The ITAL concluded "All present examinations and tests failed to find evidence of any unusual local or general shrinkage. Any minor relaxation of this stretch fabric is beyond the control of the cleaner." We have attached a copy of the lab report from ITAL for your review. Ms*** was also given a copy of this report. Respectfully, American Cleaners

Ms*** brought her coat to our facility at *** *** *** ***, on November 20, to be dry cleaned. the Federal Trade Commission requires that all clothing sold in the United States has a permanently attached label indicating one safe method of cleaning the garment. The label
in Ms***'s coat says "Dry Clean Only." The cleaning instructions were followed, but upon dry cleaning the polyurethane finish trim delaminated and peeled. This product did not perform according to the Federal Trade Commission rules.Ms***'s coat is brand name "***", a trademarked brand of *** *** where she bought the coat. *** *** warrants their merchandise. Since the failure of the coat is a manufacturing problem, we advised Ms*** to take her coat back to *** *** for replacement. We called *** *** and verified this as the procedure.While we do our best to remove all spots and stains that customers get on their garments, not all spots can be removed. Ms*** may pick up her coat at her convenience so she can pursue a remedy with ** ** ***. We are mailing a refund for the cleaning costs in the amount of $to Ms*** at the address indicated on the Revdex.com letter

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

Initial Business Response /* (1000, 11, 2014/03/28) */
From: [redacted] (mailto:[redacted]@adonconstruction.com)
Sent: Friday, March 28, 2014 9:29 AM
To: [redacted]
Cc: [redacted]@adonsolar.com; [redacted]
Subject: RE: Case # [redacted]: Ms [redacted]
Aloha [redacted] - Thank you so much for the...

email. [redacted] informed me that the issues with Ms. [redacted] have been resolved. She will be following up with you shortly.
Mahalo,
[redacted]

We are happy to work with Ms. [redacted] regarding her sweater, complaint #[redacted].  Ms. [redacted] had the sweater dry cleaned in March of 2017, but did not bring it back with her complaint that the sweater shrunk until December 11th 2017.We are happy to work with Ms. [redacted] towards a settlement, but we must have the sweater back for our records to be able to issue a settlement.  Upon that settlement the sweater will be the property of American Cleaners.We have contracted Ms. [redacted] to return the sweater to the most convenient American Cleaners location with instructions to send it to Customer Service.  We will issue compensation as soon as we are in receipt of the sweater.

We have written Mr. [redacted] and spoken with him on the phone.  Both sides have agreed to send Mr. [redacted]'s slacks to the [redacted] located in Laurel, MD.  They will provide an independent analysis of what caused the issue with Mr. [redacted]'s slacks.  We...

will pay the lab fees and abide by the results.  If we are found to be at fault, we will compensate mr. [redacted] for his garment using the American National Standard Fair Claims Guide for consumer textile products. We will also be taking another look at MR. [redacted]'s shirt.  it would be unusual for us to get a spot or stain on a customer's garment, but we are always glad to keep working on it until the customer is satisfied.An apology has been offered for Mr. [redacted]'s experience with our customer service department.  Each and every customer should be dealt with honestly and within a reasonable amount of time.  The responses he received were not in line with company policy.  We are working to provide additional training for our staff so the experience Mr. [redacted] had, does not happen again.  While the issue is not yet resolved, we are committed to amicably resolving this issue.

It was the American Cleaners on [redacted], University City, MO 63130. There customer service department called me after I took the sweater back up to their location. I don't remember the name of the woman who called me from American Cleaners. I do have photos of myself wearing the...

sweater before it was shrunk that I can provide but I don't have them here at work. They are on my computer at home.

I had contracted with this company to do a paver walkway. I had some issues with this company beginning work on time and filed a complaint with the Revdex.com because some calls were not returned. Once the issue was resolved and they began work the crew was excellent. The workmanship was excellent, and we feel we received a quality job at a reasonable price.
My recommendations to do business with this company would be to get a definitive start date before signing a contract and get a cell phone number for contact.
I would use this company again.

This customer contracted for an annual marketing program. Thomas is delivering what was contracted and will continue to do so until the contract expires in July 2017. The marketing activity reports for this customer show transportation companies and a number of other companies who are prospects for...

this customers' packaging products. We attempted to contact this customer to discuss his complaint, review reporting and program results. This customer has not responded to our attempts to reach him. We will continue to attempt to reach this customer to resolve this matter.

Initial Business Response /* (1000, 6, 2016/02/16) */
Contact Name and Title: Customer Service
Contact Phone: XXX-XXX-XXXX
Mr. [redacted]'s slacks were misplaced at our Hampton location. Our policy to compensate a customer for a "lost" garment is after 30 days. Mr. [redacted] was very patient in waiting...

and we appreciate that greatly. Unfortunately, the slacks were not recovered.
Our Customer Service Manager contacted Mr. [redacted] to discuss reimbursement. Through discussion, it was determined that the entire suit needed to be replaced. It is customary to ask for a receipt on any garment with value over $50.00 so we can compensate accordingly. Mr. [redacted] complied and provided a receipt from [redacted] dated 12/01/2012 in the amount of $701.50.
Our company uses a chart from the American National Standards Institute to determine life expectancy and value of garments. It was determined that Mr. [redacted] suit has a 30% replacement value due to the fact that it is a 3 year old suit with a life expectancy of 4 years. Due to the fact that it was in good condition, we offered a 50% settlement in the amount of $350.00.
Mr. [redacted] refused and said he would pursue other means of action.
We are still willing to settle for $350.00
Initial Consumer Rebuttal /* (3000, 8, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response for the simple fact that this is not a situation where prorating the cost applies. I use the " Book of Common Sense & Decency" which states that if I were to break or lose something I would replace it.
If I accept the money offered, then I will be out $350 of my own money to replace the suit. I am not trying to replace a tire on my car. I am being penalized for something I did not have role in. American Cleaners should be fully responsible for full replacement cost. I did not lose the pants that match the suit coat. I went there for a service, they screwed up, make it right. How about finding the original pants, then this would be done.

Complaint: [redacted]
I am rejecting this response because: I don't feel comfortable accepting the response until they have refunded my money. I returned the sweater and then was told I would have to wait to hear back about whether they would refund me. Once I have the money I will gladly resolve the complaint.
Sincerely,
[redacted]

12/14/2017: Mediator emailed consumer for update.12/14/2017: I never received the results in hand, but was told that by a representative of American Cleaners that they received them. It was apparent that the garment was not treated/cleaned properly. It appeared that the suit pants (which were Dry Clean Only) were in fact laundered (the representative from American Cleaners said that"there was no chance this would have occurred") or treated with water that combined with the dry cleaning process ruined the pants and caused them to shrink. American Cleaners and I settled on a monetary award that they paid to me already. But I can tell you that I will never patronize American Cleaners ever again.Regards,[redacted]

Our records indicate that Mr. [redacted] dropped off his order September 3, 2016 at our location on St. Charles Rock Road.  When he was not satisfied with the one pair of slacks, they repressed the slacks at that location.  On September 13, 2016 when Mr. [redacted] was still not satisfied with the...

results, the slacks were sent to our main plant for our Customer Service Department to reprocess.  It appears that Mr. [redacted] filed his complaint on September 9, 2016 before his slacks ever reached our Customer Service Department.  Mr. [redacted]'s slacks were reprocessed, with the creases being removed, at our main plant and returned to the location on St. Charles Rock Road.  Mr. [redacted] picked up his slacks on September 17, 2016.  We have heard nothing further from Mr. [redacted] about his slacks. If Mr. [redacted] is still not satisfied, he will need to return the slacks to the location where he had them cleaned and we can begin the claims process. Respectfully, American Cleaners Customer Service Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/10/27) */
First and foremost, we would like to apologize to Mr. [redacted] for any inconvenience he has experienced. Our seamstress' require a clean garment to perform any alterations. If a garment is brand new with the tags still attached, we will waive the...

cleaning fee. Otherwise, dry cleaning must be completed before the garment is altered.
Our employees are trained to inform our customers of this procedure upon drop off of the garment. They are also trained not to quote a price for alterations, due to the various number of alterations that can be performed.
Mr. [redacted] should have been informed that the sport coat required cleaning prior to altering. He also should not have been quoted a price for the alteration, as they do vary.
WE will be more than happy to send Mr. [redacted] a check for $7.00 to cover the extra cost he incurred. Again we apologize for any inconvenience.
Respectfully,
Customer Service
American Cleaners

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would like to add that the process was extremely elongated. While American Cleaners eventually fixed the problem it took a week and a half during which time they had my pants. The process was not at all clear and, knowing that I was annoyed by the incident, no one from American Cleaners management staff has never contacted me. That is regrettable.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is false - the business did not refund my payment....

 The staff person offered to run a lint brush over my coats and stated that this is how they "cleaned" the coats in the first place, so it was likely the coats would look the same.  I declined the offer to do the same thing that did not work in the first place. Again, this business did not refund my payment, nor was the offer made to do so. If they had, I would not have filed a complaint.  
Sincerely,
[redacted]

We would like to apologize to Mrs. [redacted] for the frustrating situation.  We agree to compensate Mrs. [redacted] in the amount she requested and will mail her a check at the address listed.We recommend to all our customers to keep the care labels because the information on them is important to the...

dry cleaner.  Some of our customers cut off the care labels, mark them with a Sharpie to identify what they go to and keep those care labels in a plastic bage and bring them in when they are getting the drapes or bedspread cleaned.  Normally, an all-cotton comforter could successfully be wet cleaned or dry cleaned.