Gold Star Cleaners, Inc.

My response to Mr***'s complaint is accurateI questioned staff and reviewed computer records to confirm the accuracy of any previous issues with buttons or the miss handling of Mr***'s shirtsMr*** has received the refund he requestedMind you, Mr. ***'s complaint during our phone conversation was the cents increase on laundered shirtsNo mention of issues with buttons or delivery was mentioned during our conversation and I only became aware of his issue when reading the Revdex.com complaint. Mr*** admits that he was argumentative during our conversation and there was simply no way to satisfy Mr***

The client is absolutely correct. As a consumer myself, I would not be happy to be quoted one price and then find another upon paying. I was not aware of this issue, otherwise the Revdex.com complaint would never had happened. The client should have been notified that there would be an extra charge to...

remove cat hair. it is important to remove all animal hair prior to cleaning as it will get on other clients clothing. We only charge if there is an excessive amount imbedded into the clothing but only AFTER the client has agreed to the added expense. The client will be notified and refunded her $10.00[redacted], presidentGold Star Cleaners

I received a message on my company voicemail that Mr. [redacted] had an issue with a statement he had received. I inquired with my office staff as to what the issue was. The office staff stated that Mr. [redacted] was not happy with pricing. I called Mr. [redacted] and he explained that he had purchased services...

during our sale in January and expected that pricing not change until he had used his entire prepaid amount some months later. I stated I had no contract with my customers that kept me from adjusting my pricing and that I had not increased prices for a few years and when I did it was a very small increase. Mr. [redacted] stated that I did increases prices within 2 years and that he could prove it with his statements. I said it was September of 2013 and Mr. [redacted] replied, (well, that’s within 2 years). I stated that I would not argue with him about my pricing and that prices do go up. The pricing in question was laundered shirts going from $2.80 per shirt to $2.95 per shirt, a .15 cent increase. Mr. [redacted] also complained that the pricing on my website stated $2.80 per shirt and I responded that I have not finished upgrading and had just started the process. I did remove the pricing page on our website immediately until I have had a chance to upgrade all the computers with the new pricing. Mr. [redacted] then complained that I should have let my customers know about my increasing my prices by mailing each of them. I have never done this in the 33 years I have operated my business and pricing can easily be obtained by calling or via my website. Mr. [redacted] then requested that the balance on his account be refunded which was done immediately. A check for the amount of $366.36 was printed and mailed with a copy of his statement. This amount differs from the amount requested in his complaint as a final invoice was posted after I had given Mr. [redacted] the total and the invoice reflected 3 laundered shirts rather than the 2 that Mr. [redacted] had stated was on the final invoice. Refunding Mr. [redacted]’s credit was never an issue and was agreed upon during the conversation. After Mr. [redacted] requested a refund Mr. [redacted] then asked where he could mail a bill for the shirts I destroyed. At this point, I ended the conversation. Mr. [redacted] was argumentative on every point. Mr. [redacted] stated that he complained about my service to my staff and directly to me in his complaint. I questioned my staff and no such conversations ever happened. My delivery driver has never seen nor spoken to Mr. [redacted] and states that we have never had issues with the delivery of any orders. To my recollection, I have only spoken to Mr. [redacted] one other time, two years ago, when he requested to get a special several months after the month the special was held. As far as broken buttons on shirts, we replace them without request. This is an automatic service which is performed every time we see a button missing. It is our goal to make certain no garment is delivered without all the buttons intact. If we miss any, we certainly appreciate the customer bringing it to our attention and will immediately replace the button without question. Missing buttons are not the responsibility of the client as Mr. [redacted] suggests and Mr. [redacted] certainly did not have these issues on a weekly basis as he has stated. Computer records show that we have never received a compliant of any type from Mr. [redacted] nor have we received any garment back to be recleaned or sew on any buttons. Mr. [redacted] claims he explained these issues during our conversation on the phone. In fact, Mr. [redacted] never mentioned anything about delivery or button issues during our conversation. Mr. [redacted]’s complaint was the .15 cent increase on our launder shirt prices. I suggested Mr. [redacted] find a different cleaner. I take issue with Mr. [redacted]’s defamatory comments that I provide shoddy work and complete disregard for appropriate customer service.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Unfortunately, these issues always come down to a game of he-said/she-said.  I could certainly provide proof of the issues that were outlined in my original complaint including phone records and testimony of my office staff, but in the end it will have been for nothing.  The intent of my complaint was two-fold.  First, to ensure that Mr. [redacted] refunded the proper prepaid balance on my account.  Second, to bring Mr. [redacted]'s unprofessional treatment of customers to the public's attention.  Both have been accomplished.  Unfortunately, Mr. [redacted]'s tale of our recent conversation wasn't quite accurate.  Had his account been accurate, it would have been quite clear that my comments were not defamatory, but rather fact.  He left out the very inappropriate language and hostile nature in which he addressed me.   I certainly don't disagree that I was argumentative with Mr. [redacted], but it was in response to his hostility and inappropriate language.  I am a business owner, myself, and occasionally have to deal with customers on pricing issues.  I can assure you that no matter the situation, none of my customers receive the treatment that Mr. [redacted] afforded me.  Likewise, I would suggest that Mr. [redacted] reflect on the way he treated me and use it as a learning experience to better his business and customer service skills for himself and his staff.   
Regards,
[redacted]