Norvell Bass Cleaners

Answer to complaint ID # filed 11/04/2014."> The Customer called 10/04/to inquire about our services regarding drapesWe made him aware of our services and ask him to bring the drapes in the store for us to see them, then he said that they were duty and that if we could go see them and get them from the property they were hanging at, we told him that we may meet him to see themOnce there he ask us to take the drapes at that point we inform him of the risks that it takes on the process of cleaning the drapes(there may be tender areas while hanging as a result of heat, sunlight, humidity and air pollution faded areas that may not be apparent, holes and tears in the fabric may occur, progressive shrinkage may happen That is the language use on our drape/curtain release form that we have customers sign and be aware of before we process any of them(Attached) We also explain to him (the Customer) but did not have the form for Customer to sign since we do not usually go to places to unhung and pick up drapes/curtain Customer was talking to one of our managers and during that time the phone used by that manager got damage/lost and took us a while to replace it not sure if messages got lostThe Customer did not called the store to follow up on the lack of response from the manager instead the Customer went ahead and did a charge back to his credit card taking the whole amount we charge for our services I am sure if the Customer was looking at making things wright for both of us he should have only done a charge back for the amount of $ or $ dollars as he mentions on his complaint At this time we consider that the Customer got more than a fair deal considering that we did not get any money for our services Please contact me with any comments or questions you may have? *** *** NORVELL BASS CLEANERS ###-###-####

Complaint: 10295112In response to Norvell Bass response:
I was advised of some of the items mentioned that could occur in cleaning.  I understood those.  There was however no mention of shrinkage as a possibility  prior to the cleaning and ultimate shrinkage of the drapes.  While it may not be normal procedure for the co. to remove and or pick up drapes and or re-hang them.  Other companies would do such.  I was looking for the best service, convenience for the price charged and the co. agreed to remove, pick up and re  hang.  If I remember correctly I took the drapes down once, either for the original cleaning or when the co. tried to correct the shrinkage by taking the drapes and stretching them.  It did not really work,  the drapes were still about 4 inches higher than prior to the original cleaning.  Stretching gained an inch at most.   I was also not provided with anything to read or sign regarding their services.  I asked for a ticket and was not given one.  The only paper I signed was for the payment when I went into the store prior to getting delivery of the drapes.
I intend to contact my credit card company and advise them that the matter may now be resolved.  Sergio from the co. called me and asked if I would agree to pay 50% of the charge.  I said I would call my card company. 
I am not completely satisfied because I spent alot of my time trying to get a response from the manager.  He was to have called me back.  He told me he would.  He did not.  The fact that his phone may have been lost or misplaced does not excuse the fact that he didn't call me.  Use another phone.  If something actually happened to his phone has nothing to do with the fact that he didn't call me.  I called at least four times and never had a return phone call after I waited for him to call.
I then spent my time registering a complaint with the Revdex.com and my credit card co.  It was very frustrating, annoying and aggravating to say the least.  As well as this response correcting the facts and I still have to spend my time calling my credit card co. again.
I feel that I should be compensated for my time and I still wouldn't feel satisfied.  I was not treated prroperly. 
It is my intention to call my credit card co. to resolve this and advise you when I have done so.
thank you for your assistance.
 
 
 Regards,[redacted]

Review: Norvell Bass Cleaners advertises in the yellow pages that they are a "DRAPERIES SPECIALIST".Seeing their AD, I hired them to clean some draperies. After they cleaned the drapes they had shrunk 4"-5" and were now raised up off the floor 4" to 5". I indicated my disappointment and told them the job was not acceptable. I suggested two means of correcting the matter that I could think of, both costing substantially less than my making a claim for new draperies to replace the damaged draperies. The first: The drapery rod brackets could be removed and re-installed lower on the wall, approximately 4"-5" lower, so the drapes would be closer to the floor, the screw holes in the wall from lowering the brackets could be filled in and then touched-up with paint. I advised them that I thought this could probably be done for about $50.00. The second idea: was their removing the bottom hem of the draperies and re-sewing the hem lower. I spoke with the manager about both ideas and was told I would be called back that day or the next and they would let me know which one they would rather do. I told him that I had a drapery installer coming to install some mini blinds on another job and thought I might be able to have the installer lower the drapery rod cheaper than anyone else since he was already coming to my address anyway. I requested again that he please get back to me asap. Again, he said he would. We spoke one more time. Since that time I have never heard back from the him or the company even after leaving repeated requests to please call me back to resolve the matter. I have had the rod brackets removed and lowered and the holes filled and the touch-up done by a second repair person (a handyman) for a total of $45.00 This includes no compensation for my time and effort to correct Norvell Bass having damaged my draperies by shrinking them. This has been frustrating, aggravating, time consuming and completely unexpected from a company advertising they were a "DRAPERIES SPECIALIST"Desired Settlement: A refund on my credit card or a check sent to me in the amount of $45.00. I am not currently asking for replacement of the draperies nor a refund of the total amount ($100.00) that I paid for the cleaning, nor compensation for my time and effort to correct and remedy their mistake in shrinking my draperies in the first place.

Business

Response:

Answer to complaint ID # 10295112 filed 11/04/2014. The Customer called 10/04/14 to inquire about our services regarding drapes. We made him aware of our services and ask him to bring the drapes in the store for us to see them, then he said that they were duty and that if we could go see them and get them from the property they were hanging at, we told him that we may meet him to see them. Once there he ask us to take the drapes at that point we inform him of the risks that it takes on the process of cleaning the drapes. (there may be tender areas while hanging as a result of heat, sunlight, humidity and air pollution faded areas that may not be apparent, holes and tears in the fabric may occur, progressive shrinkage may happen. That is the language use on our drape/curtain release form that we have customers sign and be aware of before we process any of them. (Attached) We also explain to him (the Customer) but did not have the form for Customer to sign since we do not usually go to places to unhung and pick up drapes/curtain. Customer was talking to one of our managers and during that time the phone used by that manager got damage/lost and took us a while to replace it not sure if messages got lost. The Customer did not called the store to follow up on the lack of response from the manager instead the Customer went ahead and did a charge back to his credit card taking the whole amount we charge for our services. I am sure if the Customer was looking at making things wright for both of us he should have only done a charge back for the amount of $ 45.00 or $ 50.00 dollars as he mentions on his complaint. At this time we consider that the Customer got more than a fair deal considering that we did not get any money for our services. Please contact me with any comments or questions you may have? [redacted] NORVELL BASS CLEANERS ###-###-####

Consumer

Response:

Review: 10295112In response to Norvell Bass response:

I was advised of some of the items mentioned that could occur in cleaning. I understood those. There was however no mention of shrinkage as a possibility prior to the cleaning and ultimate shrinkage of the drapes. While it may not be normal procedure for the co. to remove and or pick up drapes and or re-hang them. Other companies would do such. I was looking for the best service, convenience for the price charged and the co. agreed to remove, pick up and re hang. If I remember correctly I took the drapes down once, either for the original cleaning or when the co. tried to correct the shrinkage by taking the drapes and stretching them. It did not really work, the drapes were still about 4 inches higher than prior to the original cleaning. Stretching gained an inch at most. I was also not provided with anything to read or sign regarding their services. I asked for a ticket and was not given one. The only paper I signed was for the payment when I went into the store prior to getting delivery of the drapes.

I intend to contact my credit card company and advise them that the matter may now be resolved. Sergio from the co. called me and asked if I would agree to pay 50% of the charge. I said I would call my card company.

I am not completely satisfied because I spent alot of my time trying to get a response from the manager. He was to have called me back. He told me he would. He did not. The fact that his phone may have been lost or misplaced does not excuse the fact that he didn't call me. Use another phone. If something actually happened to his phone has nothing to do with the fact that he didn't call me. I called at least four times and never had a return phone call after I waited for him to call.

I then spent my time registering a complaint with the Revdex.com and my credit card co. It was very frustrating, annoying and aggravating to say the least. As well as this response correcting the facts and I still have to spend my time calling my credit card co. again.

I feel that I should be compensated for my time and I still wouldn't feel satisfied. I was not treated prroperly.

It is my intention to call my credit card co. to resolve this and advise you when I have done so.

thank you for your assistance.

Regards,[redacted]