College Life Laundry

This matter is being litigated and, therefore, cannot be responded to nor investigated

Read the email chain below and see that we have more than adequately responded to this woman's ridiculous complaints.Further note that she has filed more than chargebacks with AMEX and has lost every single investigation- EVERY ONE WAS RULED IN OUR FAVOR.Finally, note that we have not YET assessed the $chargeback fee for each one of those chargebacks.She's just a troublemaker and preys on local businesses If she's not getting it for free, then its too expensive for her budget.Please cease and desist all further communication in regard to this woman and her need for attention.Samantha-Despite the clear explanation of charges due (and an offer to waive off your notice weeks), you still filed a chargeback.Is it your position that you were entitled to a total of months of free service AND should not be required to provide notice?We gave you a free month, offered another free month in waiving notice, and absorbed charges from your declined cardand you still disputed the existing charges (resulting in another $fee from the merchant processor) You received many more free weeks of laundry than you paid forPer the service agreement, the $charge assessed by the merchant processor is also your responsibility, as well as the weeks of notice which we had initially offered as a token of good will Due to the chargeback, we must enforce the service agreement as written which includes the notice weeks and any outstanding balance.Having exhausted all reasons to settle amicably, we are providing the documentation to the merchant processor and a request to reverse the invalid chargeback, but the balance now must now either be paid or referred to collections.Facebook Natural Earth [email protected] Original Message --------Subject: Re: Billing ClarificationFrom: [redacted] < [redacted] >Date: Mon, March 16, 2:pmTo: "" To whom it may concern: The details in the March 10, email I received are inconsistent with my understanding of our agreement I called several times last week in hopes of clarifying, but no one answered I left a message, but my call has not yet been returned I am writing to notify you that I have mailed your green laundry bag from the post office location where I understand you have your P.Obox (on the downtown mall) so you may sign for it and pick it up easily Also, because at this point I believe I have paid for all services rendered and I know I provided my cancellation notice in writing more than days before the charges you last billed, I feel left with no choice but to dispute the charges in question I have notified my bankSincerely, [redacted] *** Sent from my iPhoneOn Mar 10, 2015, at 2:PM, wrote:Hi Samantha-Sorry for all the confusion around your account After a lot of research and man hours, we've sorted out your account and there are actually weeks of contractual service that still need to be billed Thanks for letting us know.Perhaps, I can add some clarity:You registered on 10/14/14.The first week for which you were billed was the week of 11/13/14.So we did provide you a month of absolutely free service Although we didn't have a credit card on file for you, as a courtesy, we continued to provide service to you on weeks beginning 11/10, 11/17, 11/24, and 12/and absorbed those carrying costs We attempted to bill your card for the very first time on 12/31/and it was declined by your bank The processor ran it as separate charges that day and the charges went through without further incident.We haven't yet, and need to, bill you for the weeks of:12/812/1512/2212/29In late December, you requested to switch to bi-weekly service beginning the pickup of week of December 29th As such your next pickups were on 1/13/and 1/27/ Thus far, you were only billed for the 1/13/pickup on 1/16/15.So we also need to collect the billing for the 1/27/pickup.You and [redacted] had an email exchange in early January in which you requested your free month of service We actually had already provided you that free month in October/November, so perhaps that's where the confusion is? If you'd rather the January-February month to be your "free month" then we'll need to bill for the October-November weeks At a minimum weekly billing, the cost to you is essentially the same amount.On 2/2/15, you were also kind enough to email us "These past few weeks your service has been REALLY very helpful." We also provided you same day service on at least one occasion and absorbed the cost of the declined credit card charges as well I'm really not sure what else we could have done to accommodate you, but thank you for the kind feedback that you provided.I guess the frustration on our end is that you've received months of service, and a fair number of exceptions, for not much more than $and now are a asking for additional refunds when, in fact, there's at least $outstanding on your accountAnd, if, those charges are disputed by you, the credit card company bills a $chargeback fee per dispute regardless of outcome They set the fee amount and happily keep that money, not us (so, if you submit four disputes for $apiece, they'll bill $just to process those disputes, regardless of the amount of the actual billing).Now that we're aware of the missed billings, we'll go ahead and bill what is still owed, zero out your account, and will waive off the remainder of the required 4-weeks notice if you can return the bag this week to the address we provided to you over the phone today In good faith, we'll cut our other losses.Hope this helps clarify the situation and best wishes for the future Again, sorry if something wasn't clear to you along the way...we try hard to keep our process as simple and straightforward as possible.Take care

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We wrote by e-mail a week prior to a trip away from townWe received an e-mail message (included in the original complaint) by NEL employee *** from the *** account, that piwould resume on the 21st for bi-weekly service.
This is well within the limits of the service agreement and per the website's FAQs page (***) which states: "I’m a loyal Natural Earth Laundry customer and am going out of town for a couple of weeksCan I suspend service during that time?Of courseJust let us know before the morning of your pickup and we’re happy to accommodate your travel schedule (and we’ll anticipate a big stinky bag of dirty laundry upon your return)."
We only chose to escalate our complaint after not receiving any form of a response for a week and then receiving an incorrect chargeAt this point, we are not requesting anything outrageous or unreasonable -- only that our account information be removed from NEL's system, our account closed, and the erroneous charge reversedOnce those things have been completed and confirmed we are happy to resolve this complaint and move forward
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Read the email chain below and see that we have more than adequately responded to this woman's ridiculous complaints.Further note that she has filed more than 15 chargebacks with AMEX and has lost every single investigation- EVERY ONE WAS RULED IN OUR FAVOR.Finally, note that we have not YET...

assessed the $35 chargeback fee for each one of those 15 chargebacks.She's just a troublemaker and preys on local businesses.  If she's not getting it for free, then its too expensive for her budget.Please cease and desist all further communication in regard to this woman and her need for attention.Samantha-Despite the clear explanation of charges due (and an offer to waive off your notice weeks), you still filed a chargeback.Is it your position that you were entitled to a total of 2 months of free service AND should not be required to provide notice?We gave you a free month, offered another free month in waiving notice, and absorbed charges from your declined card... and you still disputed the existing charges (resulting in another $35 fee from the merchant processor).  You received many more free weeks of laundry than you paid for. Per the service agreement, the $35 charge assessed by the merchant processor is also your responsibility, as well as the 4 weeks of notice which we had initially offered as a token of good will.  Due to the chargeback, we must enforce the service agreement as written which includes the 4 notice weeks and any outstanding balance.Having exhausted all reasons to settle amicably, we are providing the documentation to the merchant processor and a request to reverse the invalid chargeback, but the balance now must now either be paid or referred to collections.Facebook Natural Earth [email protected] Original Message --------Subject: Re: Billing ClarificationFrom: [redacted] <[redacted]>Date: Mon, March 16, 2015 2:42 pmTo: "<[email protected]>" <[email protected]>To whom it may concern: The details in the March 10, 2015 email I received are inconsistent with my understanding of our agreement.  I called several times last week in hopes of clarifying, but no one answered.  I left a message, but my call has not yet been returned.  I am writing to notify you that I have mailed your green laundry bag from the post office location where I understand you have your P.O. box (on the downtown mall) so you may sign for it and pick it up easily.  Also, because at this point I believe I have paid for all services rendered and I know I provided my cancellation notice in writing more than 30 days before the charges you last billed, I feel left with no choice but to dispute the charges in question.  I have notified my bank. Sincerely,[redacted] Sent from my iPhoneOn Mar 10, 2015, at 2:00 PM, <[email protected]> <[email protected]> wrote:Hi Samantha-Sorry for all the confusion around your account.  After a lot of research and man hours, we've sorted out your account and there are actually 5 weeks of contractual service that still need to be billed.  Thanks for letting us know.Perhaps, I can add some clarity:You registered on 10/14/14.The first week for which you were billed was the week of 11/13/14.So we did provide you a month of absolutely free service.  Although we didn't have a credit card on file for you, as a courtesy, we continued to provide service to you on weeks beginning 11/10, 11/17, 11/24, and 12/1 and absorbed those carrying costs.  We attempted to bill your card for the very first time on 12/31/14 and it was declined by your bank.  The processor ran it as 4 separate charges that day and the charges went through without further incident.We haven't yet, and need to, bill you for the weeks of:12/812/1512/2212/29In late December, you requested to switch to bi-weekly service beginning the pickup of week of December 29th.  As such your next 2 pickups were on 1/13/15 and 1/27/15.  Thus far, you were only billed for the 1/13/15 pickup on 1/16/15.So we also need to collect the billing for the 1/27/15 pickup.You and [redacted] had an email exchange in early January in which you requested your free month of service.  We actually had already provided you that free month in October/November, so perhaps that's where the confusion is?  If you'd rather the January-February month to be your "free month" then we'll need to bill for the October-November weeks.  At a minimum weekly billing, the cost to you is essentially the same amount.On 2/2/15, you were also kind enough to email us "These past few weeks your service has been REALLY very helpful."  We also provided you same day service on at least one occasion and absorbed the cost of the declined credit card charges as well.  I'm really not sure what else we could have done to accommodate you, but thank you for the kind feedback that you provided.I guess the frustration on our end is that you've received 4 months of service, and a fair number of exceptions, for not much more than $150 and now are a asking for additional refunds when, in fact, there's at least $100 outstanding on your account. And, if, those charges are disputed by you, the credit card company bills a $35 chargeback fee per dispute regardless of outcome.  They set the fee amount and happily keep that money, not us (so, if you submit four disputes for $1 apiece, they'll bill $140 just to process those disputes, regardless of the amount of the actual billing).Now that we're aware of the missed billings, we'll go ahead and bill what is still owed, zero out your account, and will waive off the remainder of the required 4-weeks notice if you can return the bag this week to the address we provided to you over the phone today.  In good faith, we'll cut our other losses.Hope this helps clarify the situation and best wishes for the future.  Again, sorry if something wasn't clear to you along the way...we try hard to keep our process as simple and straightforward as possible.Take care.

Read the email chain below and see that we have more than adequately responded to this woman's ridiculous complaints.Further note that she has filed more than 15 chargebacks with AMEX and has lost every single investigation- EVERY ONE WAS RULED IN OUR FAVOR.Finally, note that we have...

not YET assessed the $35 chargeback fee for each one of those 15 chargebacks.She's just a troublemaker and preys on local businesses.  If she's not getting it for free, then its too expensive for her budget.Please cease and desist all further communication in regard to this woman and her need for attention.Samantha-Despite the clear explanation of charges due (and an offer to waive off your notice weeks), you still filed a chargeback.Is it your position that you were entitled to a total of 2 months of free service AND should not be required to provide notice?We gave you a free month, offered another free month in waiving notice, and absorbed charges from your declined card... and you still disputed the existing charges (resulting in another $35 fee from the merchant processor).  You received many more free weeks of laundry than you paid for. Per the service agreement, the $35 charge assessed by the merchant processor is also your responsibility, as well as the 4 weeks of notice which we had initially offered as a token of good will.  Due to the chargeback, we must enforce the service agreement as written which includes the 4 notice weeks and any outstanding balance.Having exhausted all reasons to settle amicably, we are providing the documentation to the merchant processor and a request to reverse the invalid chargeback, but the balance now must now either be paid or referred to collections.Facebook Natural Earth [email protected] Original Message --------Subject: Re: Billing ClarificationFrom: [redacted] <[redacted]>Date: Mon, March 16, 2015 2:42 pmTo: "<[email protected]>" <[email protected]>To whom it may concern: The details in the March 10, 2015 email I received are inconsistent with my understanding of our agreement.  I called several times last week in hopes of clarifying, but no one answered.  I left a message, but my call has not yet been returned.  I am writing to notify you that I have mailed your green laundry bag from the post office location where I understand you have your P.O. box (on the downtown mall) so you may sign for it and pick it up easily.  Also, because at this point I believe I have paid for all services rendered and I know I provided my cancellation notice in writing more than 30 days before the charges you last billed, I feel left with no choice but to dispute the charges in question.  I have notified my bank. Sincerely,[redacted] Sent from my iPhoneOn Mar 10, 2015, at 2:00 PM, <[email protected]> <[email protected]> wrote:Hi Samantha-Sorry for all the confusion around your account.  After a lot of research and man hours, we've sorted out your account and there are actually 5 weeks of contractual service that still need to be billed.  Thanks for letting us know.Perhaps, I can add some clarity:You registered on 10/14/14.The first week for which you were billed was the week of 11/13/14.So we did provide you a month of absolutely free service.  Although we didn't have a credit card on file for you, as a courtesy, we continued to provide service to you on weeks beginning 11/10, 11/17, 11/24, and 12/1 and absorbed those carrying costs.  We attempted to bill your card for the very first time on 12/31/14 and it was declined by your bank.  The processor ran it as 4 separate charges that day and the charges went through without further incident.We haven't yet, and need to, bill you for the weeks of:12/812/1512/2212/29In late December, you requested to switch to bi-weekly service beginning the pickup of week of December 29th.  As such your next 2 pickups were on 1/13/15 and 1/27/15.  Thus far, you were only billed for the 1/13/15 pickup on 1/16/15.So we also need to collect the billing for the 1/27/15 pickup.You and [redacted] had an email exchange in early January in which you requested your free month of service.  We actually had already provided you that free month in October/November, so perhaps that's where the confusion is?  If you'd rather the January-February month to be your "free month" then we'll need to bill for the October-November weeks.  At a minimum weekly billing, the cost to you is essentially the same amount.On 2/2/15, you were also kind enough to email us "These past few weeks your service has been REALLY very helpful."  We also provided you same day service on at least one occasion and absorbed the cost of the declined credit card charges as well.  I'm really not sure what else we could have done to accommodate you, but thank you for the kind feedback that you provided.I guess the frustration on our end is that you've received 4 months of service, and a fair number of exceptions, for not much more than $150 and now are a asking for additional refunds when, in fact, there's at least $100 outstanding on your account. And, if, those charges are disputed by you, the credit card company bills a $35 chargeback fee per dispute regardless of outcome.  They set the fee amount and happily keep that money, not us (so, if you submit four disputes for $1 apiece, they'll bill $140 just to process those disputes, regardless of the amount of the actual billing).Now that we're aware of the missed billings, we'll go ahead and bill what is still owed, zero out your account, and will waive off the remainder of the required 4-weeks notice if you can return the bag this week to the address we provided to you over the phone today.  In good faith, we'll cut our other losses.Hope this helps clarify the situation and best wishes for the future.  Again, sorry if something wasn't clear to you along the way...we try hard to keep our process as simple and straightforward as possible.Take care.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For...

your reference, details of the offer I reviewed appear below.
The business claims that the matter is being litigated and thus cannot be discussed -- this is a false statement. The matter is not under litigation.
Regards,
[redacted]

Customer registered online for a 30lb student plan with us on 8/16/14.  The cost of that plan is $420.  Furthermore, he actually provided a credit card number over the phone to cover the cost of billing.
Please visit our website registration module so that you can see how...

straightforward this process is.
In order to complete the registration online, he accepted the terms of service twice that included "all sales are final."  We billed him accordingly.
Afterward, he submitted a 2nd registration form with different information.  He then called on August 25th to switch to a "pay as you go" plan.
Although not required to (as he already had a ratified contract), we promptly refunded the $420 and set him up for service.
Next thing we know, he filed this complaint.  He's an angry one.
Out of courtesy, we called him after seeing this complaint.  He completely denies submitting the initial registration form and providing his billing info (which he clearly did both, otherwise we wouldn't have that info on file).
Please delete this complaint out of sheer logic.  Thank you.
New signup from NEL Websiteclient_name : [redacted]
client_email : [redacted]
client_phone : [redacted]
client_address : [redacted]
service_type : [redacted]
promo_code : 
acceptance : yes
type : student
recaptcha_challenge_field : [redacted]
recaptcha_response_field : 8169
Sent: 16 Aug 2014 01:06 AM

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am shocked at the response by [redacted]. It is such a skewed andinaccurate depiction of what happened. I have been patient and friendly in mydealings with them, despite having billing issues since the beginning. Iincluded a transcript of my email communication with Stephen over the pastmonths to demonstrate my many attempts to resolve issues. I'm not sure when Ibecame "tyrannical" as I was never threatening and tried diligentlyto have the issues rectified so I could continue to support a business whosemission I really agree with. I called and emailed them many times only becauseit was nearly impossible to get a response. I am not even worried about the incorrectly charged amounts in the past. That's why I ended myservice. But it is completely unethical business practice for them to keepcharging me when my account is closed. They have not provided service since11/4, which is clearly stated in the email communication. They charged me ontwo occasions since then for no reason. It seems like a reasonable request tono longer get charged for services I don't receive. Maybe they have me confused with someone else, as the response sounded nothinglike what actually happened. I never asked for free or discounted service. Iasked to use a $20 [redacted] voucher I had purchased and then to get the $25credit they offered me when an article of clothing was damaged (which I neverreceived). I did question why I was getting charged the same amount each timewhen that was not equal to the laundry I was sending and was never able to getan answer about this. Again, that's why I ended service with them.I have no idea why they are generalizing this to how I dobusiness with other merchants. They have no knowledge of my dealings outside of[redacted]. I’ve never had an issue with another company and am a local business ownermyself. I would never, ever treat someone the way they have treated me. It lookslike other people who registered complaints got similar responses, so maybe it’sjust how they handle things. I’ve never registered a complaint with Revdex.com beforeand wouldn’t have this time, but this has been such an ongoing hassle that Ifeel it’s important to let people know about my experience.
Regards,[redacted]

The Revdex.com does not address matters, by policy, that involve any sort of litigation.  Because of the threats initiated by consumer, this matter has been referred to outside legal counsel and therefore falls within those guidelines.
contrary to the dissertation provided by consumer, they have been a customer for more than two years and simply next up their schedule service dates.   This has been explained to them at length.  They simply can't accept responsibility for their mistake.
we have been more than responsive even responding to email sent by them in the middle of the night. From our perspective the matter has been addressed responded to, and we will enforce the contract that the customer agreed to.
We have no further response, nor should the Revdex.com be violating its own policy by addressing this frivolous claim.

This woman is a tyrant and we will not be the victim of her bully tactics and attempts to extort free laundry from us any further.  She disputes every charge from every merchant she does business with and constantly tries to get free things from merchants.  I would certainly encourage you...

to place her on your banned file.Our staff has bent over backwards to accommodate her constant and insane demands to include providing her free service, discounted service, more phone calls and emails than any customer in history, and even an additional "goodwill" gift certificate.  Then she disputes every charge.  The more we have tried to accommodate and appease her, the more trouble/threats she makes for the merchants of [redacted].  Please do not enable her any further.  She's abusing the system.  She'll file a Revdex.com complaint about the Revdex.com next.If its not free, then it cost too much money for her and she start making threats. Our legal counsel has had enough of her tactics.  This is really the final time we're going to respond to her.Please cease and desist all further contact with us in regard to this woman.  We're done enabling the madness.  We absolutely will not do anything further to accommodate her.

This matter is being litigated and, therefore, cannot be responded to nor investigated.

Review: I signed up for their laundry service, and they told me I would be billed every week based on the amount of laundry. When it came time to have the laundry picked up nobody came, and they made an unauthorized debit of my credit card for $420. I tried contacting them and they did not return any of my calls or e-mails.Desired Settlement: I just want my money back. I am not interested in continuing to work with them. I would also like to see them shut down, as it appears to me they are defrauding individuals in this case. They are promising a service, contractually, they have no interest in delivering.

Business

Response:

Customer registered online for a 30lb student plan with us on 8/16/14. The cost of that plan is $420. Furthermore, he actually provided a credit card number over the phone to cover the cost of billing.

Please visit our website registration module so that you can see how straightforward this process is.

In order to complete the registration online, he accepted the terms of service twice that included "all sales are final." We billed him accordingly.

Afterward, he submitted a 2nd registration form with different information. He then called on August 25th to switch to a "pay as you go" plan.

Although not required to (as he already had a ratified contract), we promptly refunded the $420 and set him up for service.

Next thing we know, he filed this complaint. He's an angry one.

Out of courtesy, we called him after seeing this complaint. He completely denies submitting the initial registration form and providing his billing info (which he clearly did both, otherwise we wouldn't have that info on file).

Please delete this complaint out of sheer logic. Thank you.

New signup from NEL Websiteclient_name : [redacted]

client_email : [redacted]

client_phone : [redacted]

client_address : [redacted]

service_type : [redacted]

promo_code :

acceptance : yes

type : student

recaptcha_challenge_field : [redacted]

recaptcha_response_field : 8169

Sent: 16 Aug 2014 01:06 AM

Review: We began service with Natural Earth Laundry (College Life Laundry) in July of 2012. As part of our agreement, Natural Earth Laundry was to pick up our laundry every two weeks from outside of our door on Mondays and return it on Wednesdays. Since working together, we have encountered numerous issues and tried to resolve them without escalating to a formal Revdex.com report. If more information is needed, I have detailed e-mails that detail and support our claims. 1) after receiving one invoice (8/21/14), we failed to receive any other itemized invoices for services rendered, 2) in the summer of 2013 we received erroneous charges while we were out of the country, and 3) we recently received another erroneous charge on May 13, 2014. On May 5th, 2014, Natural Earth Laundry failed to retrieve our laundry -- at this point we called and left voicemail messages (three times) and also e-mailed several times to get more information, but did not receive a reply. On May 13th at 7.15pm, I wrote again to try to get information.

**After noticing that we had been charged despite the pick-up I e-mailed again and also sent a message via the business' [redacted] page that stated:

"Hello,

I saw that we received a charge today from Natural Earth Laundry – we have not had any laundry service or received a reply in over two weeks.

I would like to call to cancel our service and ensure that our credit card information is removed from your customer file at this point.

Please respond with what has occurred as soon as possible. I have become frustrated about not receiving any response by phone or e-mail and will move forward with speaking with the Revdex.com and sharing my experience online if I do not hear more information about what is going on by tomorrow. Name//m. XXX.XXX.XXX"

**At this point, the [redacted], Mr. [redacted] responded back:

"Hey My Name-

Your previous email didn't come through. Thanks for forwarding.

Cancellations do require 30 days written notice and return of the laundry bag. I'll update the roster to reflect those dates you need service. I'll also backdate your notice, so that your account can be closed on June 5th. Please plan to return the bag at that time. Thank you."

I then responded at 10.25pm:

"Why did the prior message not go through? It is odd because I double-checked the e-mail address and it is the same one that I am writing to now and the one from which you just responded.

re: 30-days written notice, I do not see that listed on your website and cannot find documentation of that rule. Regardless, I wrote initially on May 5th asking to cease my service on June 2nd.

How do we return the bag?

Before deciding if we would like to continue for these final two pick-ups and what our next steps should be, I do need more information about the e-mail I sent tonight at 7.15pm titled “Charge on Account” (see below). Where did this charge come from given that our last pick-up was missed (and we still have not been told why it was missed)?

We will need e-mail confirmation that you have removed our credit card from your system and that our services have been ceased. We have had several, odd, unexplained charges on our account throughout our time with NEL and need to ensure that everything is closed out appropriately."

**Mr. [redacted]'s next message was sent at 10.57pm:

"My Name-

I'm sorry that there is so much confusion.

No idea on why your email didn't go through. If I had to guess, its probably some high-level email conspiracy initiated by the Revdex.com to keep their lights on.

Cancellation is, and always has been, 30 days. We'll take you on your word that your May 5th email is legitimate and will backdate the notice to then. In that same email, you requested 2 more pickups and we will provide you those pickups as you requested in writing.

You've been on a bi-weekly schedule (known to us affectionately as the "Bi-Weekly B" schedule) for years and Monday was your designated pickup date. Obviously, we had not seen the now infamous "May 5th" email prior and have you as a missed pickup for this week and were charged accordingly. The driver attempted to pickup your bag at both 11:37am and 3:20pm on your scheduled pickup day...in other words, he went out of his way a second time to provide you service on your pickup date. He's a really nice guy. If you're looking to us to answer why you missed your pickup, I'm not sure we can help you with that question.

Once your contractual obligation is complete, your billing information will be purged by the merchant processor.

If you do file a Revdex.com complaint, please be sure to include both our response and your service agreement so that they may expeditiously close the matter.

Our address is [redacted]. The bag should be mailed to that address.

I hope we've been able to answer all of our questions. Thank you and best regards."

**I responded at 12.11am with:

"[redacted],

As the wife of a small businessman, I know that running a local business can be extremely challenging. Managing customers (especially displeased ones) and their various needs and concerns can become overwhelming and frustrating.

Despite this, I’m genuinely perplexed about the tone of your most recent e-mail below. Rather than taking [redacted]ship of the mistake and addressing the issue in a collaborative and professional way, you chose to employ a dismissive and mocking approach that fails to respond to the concerns I have raised. As you can see in the screenshot below – I sent my initial e-mail on May 5th at [redacted]. Insinuating that you need to “take my word” on the fact that I sent an e-mail message, appropriately attempted to get more information, and tried fix a mistake made on NEL’s end as soon as possible is simply disrespectful and unprofessional. I would have much more respect for a company that was able to candidly admit that their e-mail was backlogged or that they had not been able to respond to all of the voicemails they had received, rather than one that takes the tack of displacing responsibility and responding in a disrespectful manner to their customers. I am even more disappointed because we have stuck with NEL loyally for years (we have been customers since July 2012) and gone so far as to suggests this to our friends and colleagues.

Furthermore, contrary to your claim, we did place the bag outside of [redacted] dormitory in the [redacted] area on the morning of May 5th (our scheduled pick-up day) at 7.50am and did not return it inside until it had failed to be picked up later that day. I then made several calls and left voicemails with NEL to gather more information and attempted to remedy the situation and figure out why NEL had failed to pick up our bag. Since initiating this line of conversation (and communicating by phone, e-mail, and [redacted]) and trying to open up a dialogue– I did not receive a response until tonight (5/13/14) at 10.06pm.

Because of this failure on NEL’s part to fulfill the service agreement, the erroneous charge, and the lack of responsiveness -- we would like to go ahead and cancel the remaining two pickups and discontinue all business with Natural Earth Laundry effective immediately.

I will underscore once more, that I initiated this conversation respectfully on the 5th, and only escalated my concern after not receiving any reply after repeated attempts to communicate with Natural Earth Laundry and receiving an invalid charge to our bank account today.

In Summary:

1. Please cancel our service and discontinue pick-ups immediately.

2. Remove our information from NEL’s system and from the [redacted] merchant processor.

3. Reverse the erroneous charge of $15.75.

4. Please send written confirmation by e-mail ([redacted]) that the above three requests have been completed.

We will return the bag to [redacted] today, 5/14, to avoid incurring the $25.00 charge for an un-returned item."

**Mr. [redacted]'s final response was received at 12.45 am:

"My Name-

Stop trying to win and look at the facts.

You have your weeks wrong. Maybe its you that is failing to take responsibility. You're obviously smart, but shifting the blame doesn't change reality.

There wasn't a pickup last week because it wasn't your week. As noted, after 2 years, I would assume that you understand the bi-weekly pickup schedule. If it had been your week, we obviously would have picked the bag up and charged you accordingly-- as you know, neither of those things occurred.

We did attempt to pickup this week because it was, in fact, your week. The charge isn't erroneous...you missed your scheduled pickup.

I'm certain you'll now want to dispute the charge, which will incur a $35 chargeback fee from the credit card provider (not us). If you choose to do so on some misguided principle, then please understand that the credit card company will gladly accept your $35 donation for a valid $15 charge.

We're not deviating from the service agreement. There would have been a different outcome if you were reasonable and cool about it. Honorable people don't threaten Revdex.com action every time they don't get what they want and I think its important that you accept some responsibility for confusing your service weeks rather than trying to blame others.

In Summary:

Sorry it ends like this, but we simply cannot tolerate threats, strong-arming and demands from anyone- enforcing has made our business grow beyond all expectations and avoids these conversations almost entirely.

Those are not our values and I can only hope that they're not yours. Life is too short and sweet for that.

We wish you the best in your future endeavors. No hard feelings."

**My final personal response was sent at 1.26am (way past my bed time):

"[redacted] and Natural Earth Laundry,

I opened up this dialogue in an attempt to come to a solution together. As noted below, I e-mailed three times as well as called and left voicemails with that very same purpose.

To clarify, you are stating that Natural Earth Laundry collected laundry from our [redacted] residence bi-weekly on:

• April 14th

• April 28th

• And was set to pick up on this Monday, May 12th?

Is that correct?"

**My husband, then took over the correspondence to give me a break from it on Monday, May 14th at 6.40am:

"Dear [redacted],

My wife has CC'd me on your recent e-mail correspondence. Your tone is unacceptable. I have e-mail receipts from April 7th when I asked for laundry to not be picked up on the next week which would have been Monday April 14th. I received an e-mail from [redacted] saying: 'Thanks for the heads up. We will resume service April 21st. Thanks [redacted]'. I have attached a screenshot below for your convenience.

Service was resumed on April 21st meaning that April 28th would have been a 'bye' week and May 5th would have been a pickup day. My Name has written to your clearly, and courteously letting you know of service issues and pickup errors, and you have responded defensively and rudely.

I will reiterate what My Name has asked for:

1. Please cancel our service and discontinue pick-ups immediately.

2. Remove our information from NEL’s system and from the [redacted] merchant processor.

3. Reverse the erroneous charge of $15.75.

4. Please send written confirmation by e-mail ([redacted]) that the above three requests have been completed."

We did not receive a response, but went ahead and mailed the bag with tracking, called our bank to dispute the charge, and e-mailed once more to inform Mr. [redacted] that the bag had been shipped.

After all of this, we researched Mr. [redacted] and discovered that he had legal action taken on him in the past for embezzlement and theft. This raised further concerns about the use and safety of our and other customers' credit information. With this in mind, we decided to proceed with informing the Revdex.com of our experience.

I would be happy to discuss this in more detail as well as share original e-mail messages.Desired Settlement: I would like to:

1. cancel our service and discontinue pick-ups immediately.

2. have our information removed our information from NEL’s system and from the [redacted] merchant processor.

3. reverse the erroneous charge of $15.75.

4. receive written confirmation by e-mail that the above three requests have been completed.

Business

Response:

This matter is being litigated and, therefore, cannot be responded to nor investigated.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The business claims that the matter is being litigated and thus cannot be discussed -- this is a false statement. The matter is not under litigation.

Regards,

Business

Response:

The Revdex.com does not address matters, by policy, that involve any sort of litigation. Because of the threats initiated by consumer, this matter has been referred to outside legal counsel and therefore falls within those guidelines.

contrary to the dissertation provided by consumer, they have been a customer for more than two years and simply next up their schedule service dates. This has been explained to them at length. They simply can't accept responsibility for their mistake.

we have been more than responsive even responding to email sent by them in the middle of the night. From our perspective the matter has been addressed responded to, and we will enforce the contract that the customer agreed to.

We have no further response, nor should the Revdex.com be violating its own policy by addressing this frivolous claim.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We wrote by e-mail a week prior to a trip away from town. We received an e-mail message (included in the original complaint) by NEL employee [redacted] from the [redacted] account, that pick-up would resume on the 21st for bi-weekly service.

This is well within the limits of the service agreement and per the website's FAQs page ([redacted]) which states: "I’m a loyal Natural Earth Laundry customer and am going out of town for a couple of weeks. Can I suspend service during that time?Of course. Just let us know before the morning of your pickup and we’re happy to accommodate your travel schedule (and we’ll anticipate a big stinky bag of dirty laundry upon your return)."

We only chose to escalate our complaint after not receiving any form of a response for a week and then receiving an incorrect charge. At this point, we are not requesting anything outrageous or unreasonable -- only that our account information be removed from NEL's system, our account closed, and the erroneous charge reversed. Once those things have been completed and confirmed we are happy to resolve this complaint and move forward.

Regards,

Review: I have had numerous problems with [redacted] since starting laundry service this past summer with both incorrect billing and lack of communication. Most of the charges for service billed to my account were for $29.90, no matter how much laundry I sent. I attempted repeatedly to get this rectified, with no luck. So I closed my account as of 11/4/14 (I have confirmation in writing). At that time, I was supposed to receive a $25 credit for a damaged item, which I never received.

Since ending service, I have had two additional charges to my bank account; one on 12/8/14 for $40 and one on 1/5/15 for $75. Following the charge on 12/8, I called and emailed [redacted] numerous times to get the issue taken care of, with no response at all. I filed a claim with my bank about the $40 charge and they (my bank) refunded my money, after investigating and determining the charge was erroneous.

I went to my bank today (1/5/15) to file a claim about the second charge for $75, which will initiate another investigation through [redacted]. Additionally, I was advised by my bank to immediately get a new check card as a means to prevent [redacted] from continuing to charge my account.

It is totally ridiculous that I have to change my information to keep a company from billing me and that they have my information on file and continue to use it despite my continued and repeated efforts to have the situation rectified. I just want to be done with [redacted] and not have to deal with them anymore.Desired Settlement: The $25 owed for damaged item (per email 11/17/14)

No further charges, as my account is closed as of 11/4/14

Others to know about the supreme frustration in dealing with [redacted] when they look up Revdex.com information about [redacted], which I wish I had done before initiating services.

Business

Response:

This woman is a tyrant and we will not be the victim of her bully tactics and attempts to extort free laundry from us any further. She disputes every charge from every merchant she does business with and constantly tries to get free things from merchants. I would certainly encourage you to place her on your banned file.Our staff has bent over backwards to accommodate her constant and insane demands to include providing her free service, discounted service, more phone calls and emails than any customer in history, and even an additional "goodwill" gift certificate. Then she disputes every charge. The more we have tried to accommodate and appease her, the more trouble/threats she makes for the merchants of [redacted]. Please do not enable her any further. She's abusing the system. She'll file a Revdex.com complaint about the Revdex.com next.If its not free, then it cost too much money for her and she start making threats. Our legal counsel has had enough of her tactics. This is really the final time we're going to respond to her.Please cease and desist all further contact with us in regard to this woman. We're done enabling the madness. We absolutely will not do anything further to accommodate her.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am shocked at the response by [redacted]. It is such a skewed andinaccurate depiction of what happened. I have been patient and friendly in mydealings with them, despite having billing issues since the beginning. Iincluded a transcript of my email communication with Stephen over the pastmonths to demonstrate my many attempts to resolve issues. I'm not sure when Ibecame "tyrannical" as I was never threatening and tried diligentlyto have the issues rectified so I could continue to support a business whosemission I really agree with. I called and emailed them many times only becauseit was nearly impossible to get a response. I am not even worried about the incorrectly charged amounts in the past. That's why I ended myservice. But it is completely unethical business practice for them to keepcharging me when my account is closed. They have not provided service since11/4, which is clearly stated in the email communication. They charged me ontwo occasions since then for no reason. It seems like a reasonable request tono longer get charged for services I don't receive. Maybe they have me confused with someone else, as the response sounded nothinglike what actually happened. I never asked for free or discounted service. Iasked to use a $20 [redacted] voucher I had purchased and then to get the $25credit they offered me when an article of clothing was damaged (which I neverreceived). I did question why I was getting charged the same amount each timewhen that was not equal to the laundry I was sending and was never able to getan answer about this. Again, that's why I ended service with them.I have no idea why they are generalizing this to how I dobusiness with other merchants. They have no knowledge of my dealings outside of[redacted]. I’ve never had an issue with another company and am a local business ownermyself. I would never, ever treat someone the way they have treated me. It lookslike other people who registered complaints got similar responses, so maybe it’sjust how they handle things. I’ve never registered a complaint with Revdex.com beforeand wouldn’t have this time, but this has been such an ongoing hassle that Ifeel it’s important to let people know about my experience.

Regards,

Review: Natural Earth Laundry AKA College Life Laundry AKA Ohana Organic Laundry made unauthorized charges to my credit card. I provided them written cancellation notice in January 2015. I attempted to return their laundry bag via United States Postal Service but the package was returned to me unclaimed. I have disputed credit card charges through my bank for two unauthorized charges in February 2015, and the charges were resolved in my favor; currently my bank is reviewing a $90 from March of 2015.Desired Settlement: I would like a billing adjustment and no further contact including and especially billing by this company.

Business

Response:

Read the email chain below and see that we have more than adequately responded to this woman's ridiculous complaints.Further note that she has filed more than 15 chargebacks with AMEX and has lost every single investigation- EVERY ONE WAS RULED IN OUR FAVOR.Finally, note that we have not YET assessed the $35 chargeback fee for each one of those 15 chargebacks.She's just a troublemaker and preys on local businesses. If she's not getting it for free, then its too expensive for her budget.Please cease and desist all further communication in regard to this woman and her need for attention.Samantha-Despite the clear explanation of charges due (and an offer to waive off your notice weeks), you still filed a chargeback.Is it your position that you were entitled to a total of 2 months of free service AND should not be required to provide notice?We gave you a free month, offered another free month in waiving notice, and absorbed charges from your declined card... and you still disputed the existing charges (resulting in another $35 fee from the merchant processor). You received many more free weeks of laundry than you paid for. Per the service agreement, the $35 charge assessed by the merchant processor is also your responsibility, as well as the 4 weeks of notice which we had initially offered as a token of good will. Due to the chargeback, we must enforce the service agreement as written which includes the 4 notice weeks and any outstanding balance.Having exhausted all reasons to settle amicably, we are providing the documentation to the merchant processor and a request to reverse the invalid chargeback, but the balance now must now either be paid or referred to collections.Facebook Natural Earth [email protected] Original Message --------Subject: Re: Billing ClarificationFrom: [redacted] <[redacted]>Date: Mon, March 16, 2015 2:42 pmTo: "<[email protected]>" <[email protected]>To whom it may concern: The details in the March 10, 2015 email I received are inconsistent with my understanding of our agreement. I called several times last week in hopes of clarifying, but no one answered. I left a message, but my call has not yet been returned. I am writing to notify you that I have mailed your green laundry bag from the post office location where I understand you have your P.O. box (on the downtown mall) so you may sign for it and pick it up easily. Also, because at this point I believe I have paid for all services rendered and I know I provided my cancellation notice in writing more than 30 days before the charges you last billed, I feel left with no choice but to dispute the charges in question. I have notified my bank. Sincerely,[redacted] Sent from my iPhoneOn Mar 10, 2015, at 2:00 PM, <[email protected]> <[email protected]> wrote:Hi Samantha-Sorry for all the confusion around your account. After a lot of research and man hours, we've sorted out your account and there are actually 5 weeks of contractual service that still need to be billed. Thanks for letting us know.Perhaps, I can add some clarity:You registered on 10/14/14.The first week for which you were billed was the week of 11/13/14.So we did provide you a month of absolutely free service. Although we didn't have a credit card on file for you, as a courtesy, we continued to provide service to you on weeks beginning 11/10, 11/17, 11/24, and 12/1 and absorbed those carrying costs. We attempted to bill your card for the very first time on 12/31/14 and it was declined by your bank. The processor ran it as 4 separate charges that day and the charges went through without further incident.We haven't yet, and need to, bill you for the weeks of:12/812/1512/2212/29In late December, you requested to switch to bi-weekly service beginning the pickup of week of December 29th. As such your next 2 pickups were on 1/13/15 and 1/27/15. Thus far, you were only billed for the 1/13/15 pickup on 1/16/15.So we also need to collect the billing for the 1/27/15 pickup.You and [redacted] had an email exchange in early January in which you requested your free month of service. We actually had already provided you that free month in October/November, so perhaps that's where the confusion is? If you'd rather the January-February month to be your "free month" then we'll need to bill for the October-November weeks. At a minimum weekly billing, the cost to you is essentially the same amount.On 2/2/15, you were also kind enough to email us "These past few weeks your service has been REALLY very helpful." We also provided you same day service on at least one occasion and absorbed the cost of the declined credit card charges as well. I'm really not sure what else we could have done to accommodate you, but thank you for the kind feedback that you provided.I guess the frustration on our end is that you've received 4 months of service, and a fair number of exceptions, for not much more than $150 and now are a asking for additional refunds when, in fact, there's at least $100 outstanding on your account. And, if, those charges are disputed by you, the credit card company bills a $35 chargeback fee per dispute regardless of outcome. They set the fee amount and happily keep that money, not us (so, if you submit four disputes for $1 apiece, they'll bill $140 just to process those disputes, regardless of the amount of the actual billing).Now that we're aware of the missed billings, we'll go ahead and bill what is still owed, zero out your account, and will waive off the remainder of the required 4-weeks notice if you can return the bag this week to the address we provided to you over the phone today. In good faith, we'll cut our other losses.Hope this helps clarify the situation and best wishes for the future. Again, sorry if something wasn't clear to you along the way...we try hard to keep our process as simple and straightforward as possible.Take care.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,