Kergaard Cleaners

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I have received and reviewed the letter and complaint filed by *** ***We at Kergaard are saddened to hear about a disgruntled customerWe take great pride in our work and consider all our customers part of the Kergaard familyWe wanted to take some time and shed some light on the situation
1) We value urgency and try our best to accommodate everybody's time frameIn the statement Ms.*** says "I never received a phone call letting me know they were done, so I assumed they were in no hurry for me to pick them up." She is partially correct, we did not attempt to call Ms.*** because it has never been a common practice of ours to call our customers and update them on the status of there order whether it is ready or notWhere she is mistaken is our sense of urgency for her orderWhen she initially dropped off her drapes she informed us that the only issue was a water based stainUpon further inspection we realized that there was animal hair all over the drapesWhich required us to take a much longer time clearing that up by hand before we could put it in the Dry-Cleaning machineThe time frame was given without prior knowledge of the hair
2) Ms.***'s seems to claim that we are lying about to not receiving her voicemail but in fact we did notOn July we closed our doors for our annual vacation shutdown days that has become a traditionWe make sure to let all our customers know in advance so they can get all their cleaning and pick ups done in advanceIn an attempt to conserve energy during our annual shutdown days we tend to unplug everything, including our answering machineWe reopened our doors on August 3rd, the day Ms.*** came into our storeEven if we would have received a voicemail we were given no time whatsoever to respond to the message
3) When we spoke with *** about her drapes she was very upset and uncooperative and any rudeness she may have experienced was in result of her own demeanorWe value our customers and more so our people. At Kergaard we will stand up for our employees and we will not tolerate negative remarks and hostile demandsWhich at the time was conveyed to us as $for EACH panel and she would not listen to any other resolution
4) We take every precaution to keep your garments in their best condition by following each and every manufacturer labelIf we were to experiment and try a method different from what the manufacturer recommends then yes we would be happy to replaceThis was not so in this situation we followed the label to its exact specificationsAny issues with garments beyond that will have to be addressed with the manufacturer
5) The only resolution we are willing to offer is the hemWe won't be addressing this matter any further
Sincerely yours,
Kergaard Cleaners

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In response to the rebuttal from Kergaard I would like to address the following1) I was not made aware that I needed to inform the dry cleaners that there was cat hair on the curtainsWhen I bring items in for cleaning, I expect the cleaners to do their job--clean the item I bring inAs I am not in the dry cleaning business, I am not aware that removing pet hair is an issue separate from removing water stainsIf Kergaard was unable to remove the water stains without removing the pet hair first, they should have called and explained that further action was neededIf this had been the case, I would have forgone the cleaning, picked up my items and taken them elsewhere or worked out another solution on my ownThis is a clear case of miscommunication on their part2) I stand by my statement that Kergaard did indeed get my voicemailI believe they chose to ignore the voicemail, and per the image I attached earlier, you can see that I spent seconds leaving a detailed messageIf the answering machine had been turned off and unplugged as *** suggests, then please explain why I was able to leave a second voicemail? This is a clear cut lie3) When I came into Kergaard on August 3, I WAS upsetI brought the curtains with me, as well as a printed copy of the listing from the *** *** *** websiteWhen I told *** what happened her response was, word for word, "they shrink." That was ALL she had to say, no apologies, nothing--she did not even offer to measure the entire curtain panel, she completely dismissed my complaint, until I showed her a copy of the *** *** *** product listingAt this time I told her that I wanted to be reimbursed for the total cost of the curtains, which again, as I have now stated three times, was $TOTAL not per panelAgain, the response from *** that I demanded $for each panel is an absolute lieShe also acknowledges that "any rudeness" that I experienced was a result of my being "uncooperative." Because I insisted on furthering this discussion with her, in her mind, this is me being "uncooperative." I don't believe that being reimbursed for damaged property out of line and I was NEVER hostileIn fact, I walked out in tears because of the rudeness I experienced with this business4) Again, as I have already addressed several times, the offer of hemming the curtains does not fix the damageThey will still be 2-inches too shortThis is not an acceptable solution and Kegaard's absolute unwillingness to cooperate is a testament to the fact that despite claiming to value their customers, they absolutely do not. The simple fact that they now refuse to cooperate with this situation and will not address any future correspondence is another testament to their lack of customer service
Regards,
*** ***

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.  For your reference, details of the offer I reviewed appear below.
Thank
you for sending along the response from Kergaard Cleaners. There are
quite a few statements in the response that are untrue. 1)
It WAS a couple of weeks later that my boyfriend picked up the
curtains. It appeared they were in no hurry to return them to me within
the week that was originally promised and as I stated in my first email,
our condo was being remodeled and I was not going to be hanging them
until the remodel was finished. I never received a phone call letting me
know they were done, so I assumed they were in no hurry for me to pick
them up. 2) Attached is a screenshot of the time and date I
left a voicemail for Kergaard Cleaners. It is an absolute false
statement that they did not receive a voicemail from me regarding the
destruction of my property. 3) When I brought the curtain
panels to Kergaard they were 84 inches long. Attached is a photograph
where you can see that they have clearly shrunk and are now 79 inches
long (when hanging, 77 inches). That is a total loss of 5-7 inches. 4)
They did offer to let out the hem of the curtains free of charge. The
hem is 3 inches, leaving the curtains 2- 4 inches short of their
original length and still ruined. This was not an acceptable solution
and I told her as much. Attached please find three images documenting
these dimensions. You can also clearly see the muslin lining is now
longer than the curtain panel itself.5) I asked to be
reimbursed for my property, which is $200 TOTAL, not $200 for each
panel, and actually slightly less (I have previously sent a copy of the
product listing from [redacted]'s website). [redacted] is
exaggerating in her message when she says that I demanded $200 for each
panel.6) I am absolutely unsatisfied with their service
and the rudeness I experienced with [redacted]. I am very upset that for
whatever reason during their cleaning process, my property was ruined. I sincerely wish I had taken
them to a different cleaner. I appreciate your efforts to resolve this dispute and I look forward to hearing from you soon. Regards,
[redacted]

To whom it may concern:  This is in regards to complaint ID [redacted]. On June 13th [redacted] brought two panels to be dry cleaned. She told me she had water stains on her panels because she left her balcony door open and the rain got on the panels. I advised her that I would dry clean them,...

and she could pick them up a week later. When I was getting ready to dry clean her panels I noticed that the panels were covered in cat hair. This takes time to clean. I cannot clean the panels unless I remove all of the cat hair otherwise it will clog the dry cleaner filter. When [redacted] came to pick up the panels they were not ready because I needed additional time to hand roll the cat hair from the panels. I told her to come back the following week. After removing all of the cat hair and water stains I dry cleaned the panels per the tag instructions. Weeks later [redacted]'s boyfriend came and picked up the curtains.
[redacted]s stated that she called and left a voicemail, I never got that voicemail otherwise I would have called her back as I do for all of my customers. July 24th I went out of town and returned August 3, 2015. That is when [redacted] came to confront me about the curtains (first time that I heard about this situation, a month later). She advised me that her curtains shrunk. I asked her if this was the first time the panels were cleaned, she responded yes. I told her that when you clean an item for the first time (panels, clothes etc.) it will shrink about a quarter of an inch or an inch but no more than that. She told me her panels shrunk 7 inches. I told her this would be impossible, I followed the tag instructions. I advised her that she can go to any other dry cleaner and ask if this would be possible. Panels will not shrink 7 inches that is nearly impossible. I did offer her the opportunity to lengthen the panels free of charge. I told her that I would give the panels to my tailor to extend them. She refused. She asked me to reimburse her $200 for each panel because that how much she bought them. I told her no, I am not going to pay for something that I did not shrink. I followed the tag instructions and dry cleaned the panels.
Kergaard Dry Cleaners has been in business over 85 years; I have worked there 18 years. This is the first time any customer has accused me of shrinking their clothes/household items. I am dedicated to offering excellent customer service and ensuring all of my customers are pleased with my work. This is why I offered [redacted] the opportunity to extend the panels free of charge. I did not have to do that since I did not shrink the panels, but I want to make sure all of my customers are satisfied with my work.
Thank You [redacted](216) 226-3000