Distinctive Woods

Initial Business Response / [redacted] (1000, 5, 2016/06/27) */ [redacted] has spoken with [redacted] our claims galShe did agree to accept a [redacted] amount for the rugAfter speaking with her daughter, she felt that [redacted] was not enoughAttached you will find the tickets for [redacted] The rug did have stains and the edges were torn when the customer brought it in (WBI= WHEN BROUGHT IN on ticket)The customer did sign a wet release cleaning disclaimer as well The claim form that was submitted to us and did state that the rug was three years old With the age of the rug, stains and tears, we feel we are being more than fair with the [redacted] that was reoffered to [redacted] She did accept this offer and a check was put in the mail on Friday afternoonWe are considering this claim closed on our end

Initial Business Response /* (1000, 5, 2016/01/04) */
Contact Name and Title: Dave *** Operations Mg
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@peeerless-cleaners.com
I spoke with Sharon on this matterShe indeed talk to Mr.***The shirt was damaged during cleaningShe explained to
him that we would give him $creditWhen we do credit the customer we do keep the garmentNo where in her converstion with him did he say he wanted the shirt back or denied the creditIf he spoke to the store manager at the store where it was taken to, that information was never given to SharonWhen we decide on that amount to give, it is on a depreciation chart that we use from the Nation Drycleaning Institute who has the amount determined there
OFFER:
We did credit MrGuptas account with $which is what we normally doIf he does not wish to have that credit, we will remove it and can issue a check for himThe price we believe is far for a shirt that is 3years oldWe no longer have the shirt so we cannot return it and we are standing with our $offer
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
Dear MsAnciani-Dutt:
Thank you for your attention to this complaintI would like to inform you and make some suggestions to resolve this:
After a complaint was made regarding the damaged shirt and shown to Peerless, the garment was taken and apparently sent to the head office
We did not see the garment again
The first response came in 3rd or 4th week of October regarding $40/- compensation
My wife requested that the shirt be returned to usPeerless Cleaners did not offer to repair the shirt
The Customer service Manager, Sharon, informed my wife that she would contact the office to check if the shirt was available
2-weeks later my wife was informed that it had been donated
My wife and I did not use the $40/- credit Peerless Cleaners gave us
They did not seek our approval to donate the shirtThey did not ask us if the compensation was acceptable to usTheir attitude was " My way or the highway"They had complete disregard for us
I suggest the following:
The business should apologize for the disrespectful treatment and unethical business practice
Change business practice of donating garment unless an express approval from customer to do soPerhaps have the customer sign an approval of donating the garment and acceptance of compensation
The compensation of $40/- will not get the shirt for me nor swell my bank account
The most important aspect is to encourage the business towards a more ethical behavior
Sincerely,
*** ***, MD
Final Consumer Response /* (2000, 13, 2016/02/05) */
MsAnciani-Dutt:
Thank you for your interventionI have accepted the offer made by Peerless CleanersI hope you will be able to impress upon them to change their business practice of disposing off the garment without consultation
*** ***, MD
Final Business Response /* (4000, 11, 2016/02/05) */
***Document Attached***
We have taken in consideration of all the requests and have come up with the following
Attached you will find the "Fair Claims Guide" that is put out by the International Fabricare InstituteThis is the guide that we go by for our claimsIt is not something we createdIt is put together for all drycleaners for them and the consumerI have highlighted areas that we feel we are important for Drand Mrs***
In it, it states that the "Payer of the adjustment or credit has acquired ownership of the garment." This is the practice that we follow
Unfortunately, we were not informed until after the credit was put on the account that the Guptas wanted their garment backWe had already disposed of it, as we normally do when issuing a credit, and that the $was what Mrs*** had agreed to with Charade the store managerWe feel bad that there was a breakdown of communication along the way, but feel the $credit is fair with the fair claims guide calculationSo we have decided that we will remove the credit of $off of DrGuptas accountWe will increase the settlement amount to $as good faith and will be for half of the $claim and above what our policy isWe also have no receipt to go by for the $amount that Dr*** has said the shirt was retailed forWe will mail a check to their homeBelow is the response from the attorney generals office of which a claim was also filed with them
2/4/
Thank you for your final response Ms***Because there was a good faith offer made by you our office will consider this matter resolvedThe consumer will be notified of this as wellI don't foresee needing additional information from youThank you for your assistance with this matter
LaToya Brown
Consumer Mediator
Consumer Protection Division
Office of the Indiana Attorney General
WWashington St., 5th Floor
Indianapolis, IN
Desk: (317)233-
Fax: (317) 233-Attn: LaToya ***
***@atg.in.gov

Initial Business Response /* (1000, 5, 2015/10/02) */
Contact Name and Title: Dave [redacted] General Manage
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@peerless-cleaners.com
Unfortunately items do get misplaced or sent home with a wrong customer, which results in claims for lost goods. We...

realize that this comforter was misplaced and is 2 years old. We use a depreciation chart that our Drycleaning and Laundry Institute (DLI)which we belongs to uses around the country. We have talked to the wife and she had agreed to what we offered.
OFFER:
We offered $150 + $30 cleaning fee = $180 which was agreed by the wife. Unfortunately the husband is not happy with this offer.
We stand behind this offer as it was a two year old comforter. Our price is $180
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will not do business there again.

Initial Business Response /* (1000, 5, 2016/06/27) */
[redacted] has spoken with [redacted] our claims gal. She did agree to accept a [redacted] amount for the rug. After speaking with her daughter, she felt that [redacted] was not enough. Attached you will find the tickets for [redacted]. The rug did...

have stains and the edges were torn when the customer brought it in (WBI= WHEN BROUGHT IN on ticket). The customer did sign a wet release cleaning disclaimer as well.
The claim form that was submitted to us and did state that the rug was three years old . With the age of the rug, stains and tears, we feel we are being more than fair with the [redacted] that was reoffered to [redacted]. She did accept this offer and a check was put in the mail on Friday afternoon. We are considering this claim closed on our end.