Revelation Cleaners

Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ [redacted] Revelation Cleaners [redacted] XXXXX November 16, Dear [redacted] , My name is [redacted] ***I am the manager at Revelation Cleaners on Encinal Avenue, [redacted] California XXXXXI have served in this capacity since Revelation Cleaners does not clean leatherWe outsource our leather and rug work to Snow Cleaners, the local leather and rug experts (hereinafter referred to as "leather experts")Snow Cleaners sends us a driver every two weeks to pick up and drop off leather garments and rugs On or about October 10, 2015, I received a phone call from Ms [redacted] regarding the cleaning of nine leather garmentsFrom her detailed description on the size and characteristics of her garments, I quoted her a price between $and $400.00; I don't recall the exact figure I gave herI explained to Ms [redacted] that the quote was merely an estimate based on her descriptions, and that my leather expert would have to see the garments to give her the exact price Between October 10th and October 14th, 2015, Ms [redacted] came to our store and dropped off seven leather garmentsShe told me she had several more leather garments to be cleaned that weren't in her possession at that timeI explained to her that I would see my leather expert on October 19th, and wouldn't see him again until November 2, I explained to her that she should bring her remaining garments before October 19th if she wanted them by November 2nd On October 14th, Ms [redacted] returned with two more leather garments to bring the total to nine garmentsAfter inspecting the nine garments I wrote up an invoice, "Exhibit A", and presented Ms [redacted] with an estimate of $I explained to Ms [redacted] that based on my experience, I was confident with this estimate, but that the total price might be a bit higher based on the two garments that had mold damageI explained the additional charge for the mold damage would not be more than $I asked her if she was ready to move forward based on this informationShe said the price was higher than she expected, but that she was ready to move forwardAt this time Ms [redacted] signed a Suede and Leather Cleaning Release form, "Exhibit B." Immediately after Ms [redacted] signed the release, I explained to her that we require a 50% deposit for outsourced workMs [redacted] ' demeanor turned sharply to angerShe told me she would not be ready to move forward with the cleaning until she knew the exact priceI deferred to her wishes and told her my leather expert would give her the exact price on Monday October 19thAt the same time I explained to her that no work would be done on her garments until we had a depositShe agreed and left the nine garments in my care After Ms [redacted] ' change in demeanor, I was concerned that Ms [redacted] ' motives were different than what she representedI made notes of every conversation I had with her thereafter, "Exhibit C." On October 19th, 2015, my leather expert inspected the nine garments and gave me a firm price of $420.75, a bit higher than my estimated price after inspection of the garments of $I telephoned Ms [redacted] and gave her the final priceI repeated that no work would be done without a deposit, and that if no deposit was made by October 26, 2015, I would start charging her a storage fee of $per piece per dayMs [redacted] agreed On October 29th, 2015, I received a call from Ms [redacted] She implored me not to charge her the storage fee, and that she would be by on October 30th, to retrieve her garmentsI disagreed, explained to her that we had an agreement, and that to retrieve her garments she would have to pay the fee Later that day, October 29th, 2015, Ms [redacted] arrived to retrieve her garmentsAt first she pleaded against being charged a storage feeI disagreed and reminded her of our agreementShe then threatened meI did not change my stanceI eventually told Ms [redacted] I would accept $as settlementShe asked me why I was doing thisI explained that she had taken my time and my leather experts timeI also explained that her garments had taken up space in my business for almost three weeks and that she had neither compensated me for my time nor my spaceAt this point Ms [redacted] flew into a rageShe threw her credit card down at the tableI swiped her card, charged her $and requested her signatureMs [redacted] scribbled something on the credit card receipt, "Exhibit D," exclaimed, "there's my signature," and threw the pen at meAfter payment I produced to Ms [redacted] her nine leather garments in the exact condition I received them inWe had one more verbal exchange during which I remained calm, and expressed to her that I indeed, "didn't like her attitude." Ms [redacted] made some more threats then left It is my belief that Ms [redacted] never intended to have her leather garments cleanedThroughout our entire encounter she was constantly telling me of her housing difficulties, storage difficulties and difficulties with the policeHer stories are inconsistent and fancifulI believe Ms [redacted] is experiencing personal struggles at the momentI believe she was hoping to use Revelation Cleaners as a place to store her garments for an extended period of time without due compensation while she sorted out her personal issues It is my belief that Ms [redacted] is not sound of mindHer recollection of the events are incorrect in several detailsShe disputes quoted prices that are merely estimates by definitionThe agreed upon storage rate was $per piece per day, not $per piece per day as she asserts Ms [redacted] makes a serious allegation of extortion, but no law enforcement agency has contacted meMs [redacted] makes a serious allegation of damage to her health, but no attorney has contacted me on her behalf Revelation Cleaners has built its business on the principles of honesty and good faithRevelation Cleaners has done business in [redacted] for over years and during my three years of management I have done my best to uphold that traditionWarren Buffet said, "It takes years to build a reputation and five minutes to ruin it." I live and run my business by that principle and I am certain I have a positive reputation in [redacted] I ask that you do your due diligence before allowing this unfortunate incident to ruin it As for her demands my response followsIt is my position that Revelation Cleaners has earned the $storage feeI don't recall her garments being in any nylon bags, but I would be glad to send her one if she provides me with a paid self addressed shipping containerAs for her demand for, "fees associated with the unnecessary exposure to my car and my person for mold exposure including a visit to my physician," I'm not sure how Revelation Cleaners can be responsible for Ms [redacted] ' exposure to mold growing on her own property that she keeps in her vicinity Sincerely, [redacted] ***

Initial Business Response /* (1000, 5, 2015/11/17) */
[redacted]
Revelation Cleaners
[redacted] XXXXX
November 16, 2015
Dear [redacted],
My name is [redacted]. I am the manager at Revelation Cleaners on 2309 Encinal Avenue, [redacted] California XXXXX. I have served in...

this capacity since 2012. Revelation Cleaners does not clean leather. We outsource our leather and rug work to Snow Cleaners, the local leather and rug experts (hereinafter referred to as "leather experts"). Snow Cleaners sends us a driver every two weeks to pick up and drop off leather garments and rugs.
On or about October 10, 2015, I received a phone call from Ms. [redacted] regarding the cleaning of nine leather garments. From her detailed description on the size and characteristics of her garments, I quoted her a price between $350.00 and $400.00; I don't recall the exact figure I gave her. I explained to Ms. [redacted] that the quote was merely an estimate based on her descriptions, and that my leather expert would have to see the garments to give her the exact price.
Between October 10th and October 14th, 2015, Ms. [redacted] came to our store and dropped off seven leather garments. She told me she had several more leather garments to be cleaned that weren't in her possession at that time. I explained to her that I would see my leather expert on October 19th, and wouldn't see him again until November 2, 2015. I explained to her that she should bring her remaining garments before October 19th if she wanted them by November 2nd.
On October 14th, Ms. [redacted] returned with two more leather garments to bring the total to nine garments. After inspecting the nine garments I wrote up an invoice, "Exhibit A", and presented Ms. [redacted] with an estimate of $412.75. I explained to Ms. [redacted] that based on my experience, I was confident with this estimate, but that the total price might be a bit higher based on the two garments that had mold damage. I explained the additional charge for the mold damage would not be more than $20.00. I asked her if she was ready to move forward based on this information. She said the price was higher than she expected, but that she was ready to move forward. At this time Ms. [redacted] signed a Suede and Leather Cleaning Release form, "Exhibit B."
Immediately after Ms. [redacted] signed the release, I explained to her that we require a 50% deposit for outsourced work. Ms. [redacted]' demeanor turned sharply to anger. She told me she would not be ready to move forward with the cleaning until she knew the exact price. I deferred to her wishes and told her my leather expert would give her the exact price on Monday October 19th. At the same time I explained to her that no work would be done on her garments until we had a deposit. She agreed and left the nine garments in my care.
After Ms. [redacted]' change in demeanor, I was concerned that Ms. [redacted]' motives were different than what she represented. I made notes of every conversation I had with her thereafter, "Exhibit C."
On October 19th, 2015, my leather expert inspected the nine garments and gave me a firm price of $420.75, a bit higher than my estimated price after inspection of the garments of $412.75. I telephoned Ms. [redacted] and gave her the final price. I repeated that no work would be done without a deposit, and that if no deposit was made by October 26, 2015, I would start charging her a storage fee of $3 per piece per day. Ms. [redacted] agreed.
On October 29th, 2015, I received a call from Ms. [redacted]. She implored me not to charge her the storage fee, and that she would be by on October 30th, 2015 to retrieve her garments. I disagreed, explained to her that we had an agreement, and that to retrieve her garments she would have to pay the fee.
Later that day, October 29th, 2015, Ms. [redacted] arrived to retrieve her garments. At first she pleaded against being charged a storage fee. I disagreed and reminded her of our agreement. She then threatened me. I did not change my stance. I eventually told Ms. [redacted] I would accept $20.00 as settlement. She asked me why I was doing this. I explained that she had taken my time and my leather experts time. I also explained that her garments had taken up space in my business for almost three weeks and that she had neither compensated me for my time nor my space. At this point Ms. [redacted] flew into a rage. She threw her credit card down at the table. I swiped her card, charged her $20.00 and requested her signature. Ms. [redacted] scribbled something on the credit card receipt, "Exhibit D," exclaimed, "there's my signature," and threw the pen at me. After payment I produced to Ms. [redacted] her nine leather garments in the exact condition I received them in. We had one more verbal exchange during which I remained calm, and expressed to her that I indeed, "didn't like her attitude." Ms. [redacted] made some more threats then left.
It is my belief that Ms. [redacted] never intended to have her leather garments cleaned. Throughout our entire encounter she was constantly telling me of her housing difficulties, storage difficulties and difficulties with the police. Her stories are inconsistent and fanciful. I believe Ms. [redacted] is experiencing personal struggles at the moment. I believe she was hoping to use Revelation Cleaners as a place to store her garments for an extended period of time without due compensation while she sorted out her personal issues.
It is my belief that Ms. [redacted] is not sound of mind. Her recollection of the events are incorrect in several details. She disputes quoted prices that are merely estimates by definition. The agreed upon storage rate was $3 per piece per day, not $2 per piece per day as she asserts.
Ms. [redacted] makes a serious allegation of extortion, but no law enforcement agency has contacted me. Ms. [redacted] makes a serious allegation of damage to her health, but no attorney has contacted me on her behalf.
Revelation Cleaners has built its business on the principles of honesty and good faith. Revelation Cleaners has done business in [redacted] for over 75 years and during my three years of management I have done my best to uphold that tradition. Warren Buffet said, "It takes 20 years to build a reputation and five minutes to ruin it." I live and run my business by that principle and I am certain I have a positive reputation in [redacted]. I ask that you do your due diligence before allowing this unfortunate incident to ruin it.
As for her demands my response follows. It is my position that Revelation Cleaners has earned the $20.00 storage fee. I don't recall her garments being in any nylon bags, but I would be glad to send her one if she provides me with a paid self addressed shipping container. As for her demand for, "fees associated with the unnecessary exposure to my car and my person for mold exposure including a visit to my physician," I'm not sure how Revelation Cleaners can be responsible for Ms. [redacted]' exposure to mold growing on her own property that she keeps in her vicinity.
Sincerely,
[redacted]