Empire Auto - John Yauda

We, Master’s Mark Cleaners, were called and asked to process a large order of water damaged items on the week of June 17thWe went to Ms [redacted] s apartment and picked up large trash bags of various items that were sitting on the front lawn of the apartment complexWe gave an estimate of the charges to the Apartment Complex, because we did not know at the time what items we would be able to processSome items we would not be able to be clean and some would be damaged to the point we would not be able to restore them We professionally dry cleaned and laundered all the items that in our opinion would be salvageable and returned them to Ms [redacted] Those items that we determined were not cleanable were boxed and returned as wellWe did not charge any fee for these items At Ms [redacted] s request we reprocessed a number of items that she felt were not done properlyAgain at no charge It is very unfortunate that Ms [redacted] is unhappy with our servicesWe worked very hard to meet her expectationSeveral of her claims of damage to her items were items that were not process but returned neatly in a box with no chargeWe have returned all the items we recovered from the front yard of the apartment complex and we are very pleased with the efforts of our staff to accommodate all of Ms [redacted] s requestsWe don’t feel any further efforts on our part are warranted Thank you for your help in trying to resolve this issue

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 Regards, [redacted]

We are sorry that Ms*** feels we have provide her unsatisfactory and unprofessional serviceWe frankly feel otherwiseMs*** brought pair of pants to our Cleaners on March 31, and pick them up on April 2, She returned on May 9, with pair of pants with ink stains
and stated she had another pair of pants at home that had ink on them when she brought the order in on March 31, suggesting that the ink from that pair transferred to the pair, when they were cleanedIt should be noted that the ink spots were in the same place on both pair of pants; that would make the unlikely event of ink transferring in the cleaning process, result in the transfer occurring on the same location of both pair of pants very highly unlikelyAlso, we noted that one of the two pants returned to us appeared to have been wash and not pressed: in a state that would not pass our inspection to be allowed to be returned to the customerFinally, these pants did not have our tags still attached to them.We work very hard to provide professional dry cleaning service to all of our customers and we feel we have done so for Ms***We also pride ourselves on our customer service being very courteousMs***, Plant Manager, has conducted herself in this manner for over years in this positionWe are very sorry that Ms*** feels she has been provide a poor service and that she feels she was treated rudely; we unfortunately feel we have not done so

Ms. [redacted] brought to our Plant an order of garments to be cleaned and pressed on June 2. We processed her order and returned it to her. She returned a pair of men’s pants that had a rip in them. The following day she returned another pair of men’s pants with an identical rip in them and stated she...

had 4 pair with the same rip. We process approximately 200 pair a pants each week and we have not had any other damaged pants, other than Ms. [redacted] four pair: so we don’t feel responsible for the damage. Both pair of pants Ms. [redacted] returned to us were repaired, at no cost, and we refunded the original cleaning cost to Ms. [redacted]. Subsequently, Ms. [redacted]’s husband called and demanded a complete refund for the entire order. Our Plant Manager didn’t feel it was warranted so a refund for the other garments was not given. After that Ms. [redacted] returned with three garments from the original order; a pair of men’s pants, a blue shirt and a pink dress. The pants were faded from perspiration that Ms. [redacted] acknowledge and our re-efforts to remove the fade were unsuccessful. The blue shirt had a tape like substance on it that was easily removed. Ms. [redacted] was not charged for either of these garments. The pink dress was returned to us with stains on the dress. When the dress was originally brought in to the Plant, it was marked in as having stains on it. We were unsuccessful in removing these stains. Ms. [redacted] was not charged for our efforts in reprocessing the dress.Despite our best efforts, we have apparently been unable to satisfy Ms. [redacted] on all of the occasions mentioned above. We do not feel we are responsible for the stains on Ms. [redacted]’s dress and therefore do not feel we should pay her for the dress. Further, we feel our Management has handled all interaction with Ms. [redacted] in a professional manner even under difficult circumstances. We are sorry if Ms. [redacted] sees the above described events differently.

We, Master’s Mark Cleaners, were called and asked to process
a large order of water damaged items on the week of June 17th. We
went to Ms. [redacted]s apartment and picked up 10 large trash bags of various
items that were sitting on the front lawn of the apartment complex. We gave an
estimate...

of the charges to the Apartment Complex, because we did not know at
the time what items we would be able to process. Some items we would not be
able to be clean and some would be damaged to the point we would not be able to
restore them.
We professionally dry cleaned and laundered all the items
that in our opinion would be salvageable and returned them to Ms. [redacted].
Those items that we determined were not cleanable were boxed and returned as
well. We did not charge any fee for these items.
At Ms. [redacted]s request we reprocessed a number of items
that she felt were not done properly. Again at no charge.
It is very unfortunate that Ms. [redacted] is unhappy with our
services. We worked very hard to meet her expectation. Several of her claims of
damage to her items were items that were not process but returned neatly in a
box with no charge. We have returned all the items we recovered from the front
yard of the apartment complex and we are very pleased with the efforts of our
staff to accommodate all of Ms. [redacted]s requests. We don’t feel any further
efforts on our part are warranted.
Thank you for your help in trying to resolve this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  [redacted] does not accept this response and this is not at all what had happened. Some of the things were placed out so they could pick them up and we were there to help. We also delivered things to the store. The store kept the items from 6-25-15 and some but not all were returned on 7-17-15 and almost all items returned were damaged from the cleaning. We had someone from there headquarters and a lady named [redacted] come out and access the damages and they did agree that items were damaged, scorched, missing things, melted sequins, lining took out, etc so they picked up almost all laundry to be returned and taken care of at there expense. They held the items for weeks and we called numerous times to find out when items would be returned. The service was absolutely horrible and the customer service efforts from [redacted] at the [redacted] location were a unbelievable horrible and I would not recommend that location to no one. On 9-15-15 [redacted] told my resident that 3 items still had mold on them and he has had these items since 6-25-15. It is unacceptable customer service and dry cleaning experience and no one should have to go through this. My resident Ms. [redacted] is a very godly woman and was very patient through this experience with Masters Mark and [redacted] and especially how they treated her through the whole thing. She did without almost all her clothing and some things as a Dry Cleaner Manager should not of even been cleaned! When it went through the separation period a employee should have recognized this and brought that to someone's attention! They dry cleaned things that even stated on the tag NOT TO DRY CLEAN! The Restoration Company that handled the issue in her apartment bagged everything up and it was Master Mark Dry Cleaners fault for all things that were ruined and still not returned to be done correctly. They are experienced in this or suppose to be and in this case they were not. They got paid 312 pieces a total of 2,674.90 and most all clothing very expensive clothing which [redacted] stated in the beginning how nice her things were are now all but ruined in some sort of way. The handlers did not do there job and did not take care of her clothing and things were not even dry cleaned. The items came bag with no dry cleaning tags on them at all. I am very disappointed all the way around and so is my client. This is unacceptable.
Regards,
[redacted]

We regret that Ms. C[redacted] was unsatisfied with our work on her daughter’s Varsity Jacket. Ms. C[redacted] brought the Jacket to us and asked that we sew on the Varsity Letter and the Year Bar. We did so, but placed the Year Bar incorrectly on the sleeve. Ms. C[redacted], understandable, refused the Jacket...

and asked we correct the placement of the Year Bar. She also said the Jacket was still dirty and ask that we clean the Jacket. Because of the inconvenience she incurred by us redoing the Year Bar, we clean the Jacket free of charge. We professionally cleaned the Jacket according to the care label and as we have done for many of these Letter Jackets. We were proud of the way the Jacket was cleaned and its results. We corrected the Year Bar to the position Ms. C[redacted] desired with no damaged to the Jacket. There was no charge for any of our services done on Ms. C[redacted]’s Jacket. We at Master’s Mark work very hard to please every customer that allows us to service their cleaning and alteration needs. In this instance, we are proud of the job we have done and do not feel we can do anything further to satisfy Ms. C[redacted]. Again, a fact we greatly regret.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
N[redacted]

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. 
Regards,
[redacted]

We truly are very sorry Ms [redacted] is not pleased with the service we have provided her. We certainly have not tried to twist her works or confuse the situation. We described the incident as best we could and the fact we do not feel responsible for the ink that was in the two pair of pants. However, we would welcome the opportunity to once again attempt to remove the ink from these pants. Additionally, we would like to clean and finish another two pair of pants for Ms [redacted] at no charge, in hopes we can provide her service with which she would be pleased.