Green and White Cleaners

I am writing back in response to the complaint filed with The Revdex.com (assigned an ID of [redacted] ) regarding my business, Green & White Cleaners LLCI am most certainly interested in resolving this complaint and appreciate the forum to explain the circumstances of the situation I would like to thank you in advance for your time and understanding in this matter.I would like to start by making it known that I, as a self-starting small business owner, pride myself on our reputation for excellent customer service; which is what truly distinguishes us from our competitorsGreen & White Cleaners has historically and will continue to take full accountability for any issues or damages caused in the process of providing our Services, when we are the responsible partyWith that being said, we take the matter of [redacted] ***'s accusation very seriously and upon the conclusion of our investigation into the matter, could not in good conscience admit fault or warrant any further involvement on our end for the reasons detailed below.First and foremost, our dry cleaning Service includes a three step inspection process to ensure the highest quality of serviceInspection happens when an article of clothing is received, in order to verify no existing damage or spottingAny issues discovered during this step is documented and then the customer is contacted to ensure they are aware of said issuesWe ask how they would like to proceed and either stop processing the article of clothing or continue with acknowledgement from both parties of existing damages or spotting, per explicit direction given by the customerWe then tag it to be sent to our plant and send it out for service.Once received at the plant and after the article of clothing is run through the hydro-carbonsolvent cleaning machine, it is inspected a second time before being pressedShould any damages or issues be discovered during this phase, I am informed right away and I contact the customer to arrange a resolution; either through repair of the damages or compensation for replacementThis has luckily only occurred one time in the past plus years since Green & White Cleaners has been in business3Once the article of clothing is received back at the storefront, it is then inspected a third time to ensure it is in pristine condition, wrinkle-free, and ready to wear before being placed in a garment bag and racked for pick-upIt is because of this thorough inspection process throughout the life-cycle of our service that I am confident that we would not have missed such a large and obvious amount of damage to the article of clothing in question.Also, the type of damage from the inside lining is distinctly different from the damage found on the outside; which appears to have been burnt in by something like a cigarette or other narrow tipped object of intense heatHowever, the inside lining looks to have been punctured separately (with no visible burn damage) by a sharp pointed object, such as a pair of scissors or knifeNo machinery used during the dry cleaning process at the plant or during tagging and racking at the storefront would cause these two distinct types of damage without it being intentional, which we would have no motive for doing.One other thing that was noticed when the damaged article of clothing was brought back into the store for inspection was that it had clearly been worn, due to the amount of wrinkling that was evidentAs such, we could only assume the damages were either not there or ignored while the article of clothing was being wornAgain, because the damage is so visible and obvious on the outside, it warrants the question of why it would have been worn at all instead of being set aside so as to not further damage the article of clothing.It is for these reasons that we feel that the damages presented by [redacted] were not caused by Green & White Cleaners or any of its affiliates during the processing of the article of clothing in questionPlease let me know if there is anything else at all that I can provide to help facilitate the resolution of this complaint and help in your investigation, I am more than happy to oblige and will do anything I can to clear this matter up, once and for all.If you could provide me with an email address to receive supplemental evidence, I can also send you photographs of the damage and wrinkles mentioned, taken when the damaged article of clothing was received on Monday, August 13, 2016.Warm regards,Maria *K**Executive DirectorGreen & White Cleaners LLC

I am writing back in response to the response from *** *** *** *** with The Revdex.com (assigned an ID of ***) regarding my business, Green & White Cleaners LLC,The only thing we definitely know is that the jacket was received in good condition when it was dropped off on 7/25/and it left the store front in good condition when it was picked up on 7/29/We cannot even begin to speculate what might have happened after leaving our storefront and how these damages may have occurred beyond describing the damages as we saw and photographed them, during our inspection of the jacket,When the customer brought the issue to my attention, I did not deny or admit fault at that time, I Simply assured him we have no problems taking responsibility for damages we find to have caused during our , operations, but we would need time to look into the matter so we could investigate and get back to him, Again, my business philosophy is to take responsibility for any issues or damages caused by our operations, but that is not a blanket statement for admitting fault and covering damages or issues brought up, regardless of the causeAs such, after inspecting the damages and conferring with my dry cleaning plant operators, it was determined that these damages would not have been made during any steps in the dry cleaning or racking process with any of the Machinery used.We also suspect that the damage, being very obvious, would have been caught immediately after taking it out of the garment bag and attempting to wear it, as the hole/burn on the arm sleeve is so large and clearly visibleIt was concerning that the jacket was obviously worn and wrinkled despite reportedly having already been damaged, and that we were not notified right awayIn our store policy (easily found on our website and printed in the store), we clearly state that we need to be notified immediately following the discovery of any damages or issues (within hours of pickup), but we did not in this instance and it wasn't until days after pickup that the damaged jacket was brought into the store late in the day on 8/1/Therefore, we cannot assume liability for these damages and will not be involved with any restitution that the customer is seeking or may be owed by another party.If you could please provide an email address that I can send supplementary files to, I will happily send the pictures that were taken as evidence as well as a copy of our store policy, which can also be found online at http://www.gandwcleaners.com/policy.Warm regards,Maria ** K**Executive Director Green & White Cleaners LLC

I am writing back in response to the complaint filed with The Revdex.com (assigned an ID of [redacted]) regarding my business, Green & White Cleaners LLC. I am most certainly interested in resolving this complaint and appreciate the forum to explain the circumstances of the situation....

I would like to thank you in advance for your time and understanding in this matter.I would like to start by making it known that I, as a self-starting small business owner, pride myself on our reputation for excellent customer service; which is what truly distinguishes us from our competitors. Green & White Cleaners has historically and will continue to take full accountability for any issues or damages caused in the process of providing our Services, when we are the responsible party. With that being said, we take the matter of [redacted]'s accusation very seriously and upon the conclusion of our investigation into the matter, could not in good conscience admit fault or warrant any further involvement on our end for the reasons detailed below.First and foremost, our dry cleaning Service includes a three step inspection process to ensure the highest quality of service. Inspection happens when an article of clothing is received, in order to verify no existing damage or spotting. Any issues discovered during this step is documented and then the customer is contacted to ensure they are aware of said issues. We ask how they would like to proceed and either stop processing the article of clothing or continue with acknowledgement from both parties of existing damages or spotting, per explicit direction given by the customer. We then tag it to be sent to our plant and send it out for service.Once received at the plant and after the article of clothing is run through the hydro-carbonsolvent cleaning machine, it is inspected a second time before being pressed. Should any damages or issues be discovered during this phase, I am informed right away and I contact the customer to arrange a resolution; either through repair of the damages or compensation for replacement. This has luckily only occurred one time in the past 3 plus years since Green & White Cleaners has been in business. 3Once the article of clothing is received back at the storefront, it is then inspected a third time to ensure it is in pristine condition, wrinkle-free, and ready to wear before being placed in a garment bag and racked for pick-up. It is because of this thorough inspection process throughout the life-cycle of our service that I am confident that we would not have missed such a large and obvious amount of damage to the article of clothing in question.Also, the type of damage from the inside lining is distinctly different from the damage found on the outside; which appears to have been burnt in by something like a cigarette or other narrow tipped object of intense heat. However, the inside lining looks to have been punctured separately (with no visible burn damage) by a sharp pointed object, such as a pair of scissors or knife. No machinery used during the dry cleaning process at the plant or during tagging and racking at the storefront would cause these two distinct types of damage without it being intentional, which we would have no motive for doing.One other thing that was noticed when the damaged article of clothing was brought back into the store for inspection was that it had clearly been worn, due to the amount of wrinkling that was evident. As such, we could only assume the damages were either not there or ignored while the article of clothing was being worn. Again, because the damage is so visible and obvious on the outside, it warrants the question of why it would have been worn at all instead of being set aside so as to not further damage the article of clothing.It is for these reasons that we feel that the damages presented by [redacted] were not caused by Green & White Cleaners or any of its affiliates during the processing of the article of clothing in question. Please let me know if there is anything else at all that I can provide to help facilitate the resolution of this complaint and help in your investigation, I am more than happy to oblige and will do anything I can to clear this matter up, once and for all.If you could provide me with an email address to receive supplemental evidence, I can also send you photographs of the damage and wrinkles mentioned, taken when the damaged article of clothing was received on Monday, August 13, 2016.Warm regards,Maria *. K**Executive DirectorGreen & White Cleaners LLC

I am rejecting this response because it in no way resolves the situation. I am disappointed by the circular and unproductive nature of this exchange.  It is absolutely inconceivable that the damage to the jacket occurred while I was wearing it or at any time in my possession. As stated, the damage was noticed at a wedding that took place on a Saturday afternoon. The cleaners would have closed long before I was able to call on Saturday, and they do not have hours on Sunday. It is obvious to me that Ms. K** is more interested in hiding behind the technicalities of her company policy than finding a fair solution to this matter. I will not be happy until I am fully reimbursed for the jacket. [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]