Complaint: ***
I am rejecting this response because:This is not how the events occurred*** *** and *** *** did come into the cleaners together on Monday March to pick up the jackets they tried to repair*** *** was concerned about the obvious prejudice *** *** was met with during her encounter with the ownerHis immediate cruelty was unwarranted as *** *** came into Rose Cleaners for a solution not a brawlThe topic of "money" was brought up after the owner repeatedly claimed they would not be able to repair the damaged suitesIf something cannot be repaired it should be replaced, simple enoughThe alleged claims that *** *** or *** *** are attorneys is proof of how little the owner was actually listening to her plea for help. *** *** is a dean at a University and a physician*** *** is a business owner with lots experience in resolving issues, however Rose Cleaners is not a business interested in resolving issues. Requesting the court for assistance was discussed after the owner refused any and all possibility that Rose Cleaner may be at fault. On March 16, *** and *** *** came into Rose Cleaners to speak with the absent owner and see if the suit jackets had been repaired, but they were actually in worse condition. At this point we requested Rose Cleaners to send the jackets for independent analysisThe employees there saw the damage to the suits and advised us to leave them until we were able to speak with the ***, *** *** called *** to discuss sending the suits out for independent analysisHe was aloof about the whole ordeal, but promised he would call back once a decision was madeDays later there was still no word from Rose Cleaners so *** and *** *** called them yet again to speak with *** who was decidedly unhelpfulRose Cleaners has decided to deny our request to have the suits analyzedThe issue is the fusible separation of the suit jackets, however this can be caused through mishandling by a cleaner*** and *** *** believe Rose Cleaners mishandled the suits and caused the fusible separationAn independent analysis would have a third party look at the suits and decide if the fusible separation was caused by the drycleaner or wearThere are two suit jackets damaged, the next step is to determine howRose Cleaners is part of an association with an analyzer, but yet they refuse to send the suits. Why is that? They are not willing to even consider the possibility that the fusible separation could have been caused by them.?
Regards,
*** *** ***
*** *** ***
San Antonio, TX ***
Revdex.com
*** ** *** ***
Austin, TX ***
Re: ID#***
Dear Revdex.com,
Thank you for your letterWe appreciate what you do
The short reply is that Ms*** has her pants back and says she is happy
The slightly longer reply is that Ms
*** brought in her order and I believe this was her first visitShe came back with the pants stating we had created a really small hole on the leg of the pantThe CSR asked her to fill out an action report and leave the pant so the *** could look at her concernShe did fill out the form but didn't leave the pants for the *** to seeAnyhow, the CSR had apparently told her we needed to see the pants more than once but she never brought them until I called and left a voicemail asking her to bring the pant in so we could seeFurther, I don't guess she ever answered the phone when I called so I was communicating by voicemail and she would leave me a message even though I was just repeating what the CSR said
Anyhow, it seemed evident that this tiny hole was likely insect damage, especially if there had once been a stain thereStill Ms, *** and the CSR looked at it and agreed we would have a reweaving specialist reweave that for herWe acted promptly to have that done at no charge to Ms*** though it does take a little time to get that kind of specialized work done
She has her pants back and they are fine
Thanks again for all you do,
*** *** ***
Rose Cleaners Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** ***
April 14, 2015 [redacted] Rose Cleaners Inc. [redacted] Revdex.com [redacted] .. Re: ID:[redacted] Dear Revdex.com, I received the rejection letter you sent me. Sorry about the trouble and thanks again for all you do. At the end of the day, the facts are the facts. Since [redacted] and [redacted] have requested to have the jackets analyzed we will see that it gets done ASAP. We will send them both at their request. Thank you again for all the good work you do through the Revdex.com, [redacted] Rose Cleaners Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
San Antonio, TX 78289 Revdex.com [redacted] Re: 1D#[redacted] Dear Revdex.com, Thank you for your letter communicating the concern of [redacted] and for all the good work you do. It is true that this is the first and only time we have ever seen [redacted]. [redacted] and I...
clearly have a different view of the circumstances in question. I remember it clearly, as it was unique. I don't think we have had the privilege of meeting [redacted]. I happened to be at the front counter when this young lady came bounding in the store. She came in agitated and looking for money. To paraphrase her opening comments she said, " We had ruined her suit coats and we needed to pay her $700 and they were attorneys". Further, they had already spoken to their tailor who said the drycleaner damaged the jacket as well as the drycleaning association and the manufacturer and they all agreed the drycleaner had caused the problem, though none of them had seen the jacket (s). She went on to say the jackets had been cleaned dozens and dozens of times and they had never noticed a problem. Suffice to say, It was quite the Introduction, When I got the opportunity to look at the (men's) jackets it was evident that one jacket was fine though it was getting crunched on the hanger from handling and had a little wave near the shoulder pad. The real concern was all about one Calvin Klein suit coat that has some bubbling appearing across the chest on one side. When I was able to speak I shared with [redacted] that this is a known condition called fusible seperation and while I wouldn't call It common it does occur and It is the result of a breakdown over time of the adhesives used to hold the layers of fabric in the suit coat together. I've even experienced it in a favorite suit coat of my own. I went on to share that though we could likely improve the appearance with some special pressing techniques, the inherent problem would still exist so the effects of our effort may only be temporary and not a permanent fix to the problem... but we would be glad to do what we could to minimize the visibility of the problem, [redacted] wanted to get back to the rnoney and what we were going to do to pay her for the suit coat and I made it clear to her that we weren't going to do that as we had not created thls problem, but it was a condition resulting from the manufacturing process and the effects of normal wear and care over time. I shared with her that while I was sure she was a good attorney and knew her business well. I had been in the fabricare business for nearly thirty years and accordingly was familiar with this as a problem garment issue. To which she replied that she wasn't really an attorney but there Is an attorney in her family so we better do what she said. However, finally she allowed us to work with the jacket(s) to see what temporary improvements we could make to improve the look of the "bubbling" of the fusible separation. All that said and still trying to help, we did give the best possible efforts to minimize the visible evidence of the problem and I obtained a textile analysis bulletin from the International Fabricare Institute that explains the particulars of the condition in clear and concise terms to share with [redacted]. ( Copy of textile analysis bulletin attached), This is a textbook case of fusible separation. [redacted] was so explosive and It was such a unique situation that, later that day, I asked one of the Customer Service Representatives that had been at the counter with me at the time of the original performance if I had done a good job of keeping my calm and composure while I was being berated by [redacted] the problem garment. A couple of days later, on March 16th, [redacted] came in and when the [redacted] and Customer Service Person gave her jackets back to her she wouldn't read the textile analysis bulletin and tossed it, crunched the jacket(s) up and was back to her performance and the money. The store personnel advised me of the Issue. Since she wouldn't hear what we had to say or read the bulletin, I promptly mailed her the enclosed letter along with a copy of the textile analysis bulletin in hopes that she could read and understand It In the comfort of her home. (Copy of letter attached) Her response has been to call the store [redacted] with more of the same. He could only empathize that her jacket has a problem and reiterate the Information about fusible separation as the problem and refer her to the textile analysis bulletin. I did take the further measures to follow up with the International FabrIcare Institute (now called the Drycleaning and Laundry Institute) and Calvin Klein about the matter. Neither would offer an opinion over the phone without seeing the garment. The International Fabricare Institute obviously recognized the symptoms of fusible separation end based on the RN#, CA# and the PO# of the jacket Calvin Klein could only offer that this jacket was years old to the point that it wasn't in their systems anymore. While we regret that [redacted] or [redacted]'s jacket has a problem, this Is a known and recognizable problem that Is known to occur In some garments over time with normal wear and resulting from some deficiencies in manufacturing— Fusible separation. Clearly, nothing we could have done would have caused this in her one visit to Rose Cleaners. There is nothing further we Can do and her (his) jacket(s) are available for pick up at any time.Thank you again for all the good work you do through the Revdex.com, [redacted]Rose Cleaners Inc. INTERNATIONAL FABRICARE INSTITUTE BULLETIN SEPARATION OF FUSIBLE FACINGS No. 305 WHAT IS THE PROBLEM? The problem arises when the material bonded to the shell fabric to add body to the garment begins to separate from normal wear and care. WHAT DOES IT LOOK LIKE? Many garments have a separate fabric fused to the inside in some areas to give support, maintain shape, and add body. When this interfacing material separates from the shell fabric or shrinks, the garment appears puckered or blistered. WHAT CAUSED IT? Interfacing separation can be caused by a number of deficiencies in manufacturing. It could be due to insufficient time, temperature, or pressure used in the fusing process. Another reason is that not all fusible materials are compatible with the base fabric and will not form a good bond. In other cases, the interfacing and base fabric used may have different rates of relaxation shrinkage that only show up after cleaning as bubbled fabric. CAN IT BE PREVENTED? This damage can only be prevented if the manufacturer uses shell fabrics and fusible interfacing materials that are compatible. The methods used to bond them together must be durable to expected conditions of wear and the recommended care processes for a reasonable period of time. Pretesting by manufacturers will help avoid fusing problems. WHO IS RESPONSIBLE? In the case of newer garments, meaning garments that are within the range of their reasonable life expectancy, the garment manufacturer would be responsible fur using materials and/or methods of construction that could not withstand normal circumstances of use and later cleaning without damage. The cleaner can neither predict nor prevent such damage during a proper cleaning process. IS THERE A REMEDY? Although extensive professional pressing procedures may help some garments, others cannot be restored satisfactorily without risk of ?shine, seam impressions, or further distortions. Written by [redacted], IFI Textile Analyst March 16, 2015 Dear [redacted], We are sorry your jacket has a problem. I understand you came to pick up your jackets and left behind this bulletin that can help you understand more about the inherent problem your jacket has. We did purpose to improve the condition as we agreed and it did improve somewhat. Though, as we discussed, this fusible separation is a condition brought on by normal use and wear and while our efforts may help in the short term it won't permanently resolve the problem the garment has. I hope this bulletin will be helpful in clarifying how normal wear and care of this particular garment has led to this fusible separation. There is nothing further we can do and your jackets are ready for pick up. Thank you, [redacted] Rose Cleaners Inc. Bulletin enclosed
Complaint: ***
I am rejecting this response because:This is not how the events occurred*** *** and *** *** did come into the cleaners together on Monday March to pick up the jackets they tried to repair*** *** was concerned about the obvious prejudice *** *** was met with during her encounter with the ownerHis immediate cruelty was unwarranted as *** *** came into Rose Cleaners for a solution not a brawlThe topic of "money" was brought up after the owner repeatedly claimed they would not be able to repair the damaged suitesIf something cannot be repaired it should be replaced, simple enoughThe alleged claims that *** *** or *** *** are attorneys is proof of how little the owner was actually listening to her plea for help. *** *** is a dean at a University and a physician*** *** is a business owner with lots experience in resolving issues, however Rose Cleaners is not a business interested in resolving issues. Requesting the court for assistance was discussed after the owner refused any and all possibility that Rose Cleaner may be at fault. On March 16, *** and *** *** came into Rose Cleaners to speak with the absent owner and see if the suit jackets had been repaired, but they were actually in worse condition. At this point we requested Rose Cleaners to send the jackets for independent analysisThe employees there saw the damage to the suits and advised us to leave them until we were able to speak with the ***, *** *** called *** to discuss sending the suits out for independent analysisHe was aloof about the whole ordeal, but promised he would call back once a decision was madeDays later there was still no word from Rose Cleaners so *** and *** *** called them yet again to speak with *** who was decidedly unhelpfulRose Cleaners has decided to deny our request to have the suits analyzedThe issue is the fusible separation of the suit jackets, however this can be caused through mishandling by a cleaner*** and *** *** believe Rose Cleaners mishandled the suits and caused the fusible separationAn independent analysis would have a third party look at the suits and decide if the fusible separation was caused by the drycleaner or wearThere are two suit jackets damaged, the next step is to determine howRose Cleaners is part of an association with an analyzer, but yet they refuse to send the suits. Why is that? They are not willing to even consider the possibility that the fusible separation could have been caused by them.?
Regards,
*** *** ***
*** *** ***
San Antonio, TX ***
Revdex.com
*** ** *** ***
Austin, TX ***
Re: ID#***
Dear Revdex.com,
Thank you for your letterWe appreciate what you do
The short reply is that Ms*** has her pants back and says she is happy
The slightly longer reply is that Ms
*** brought in her order and I believe this was her first visitShe came back with the pants stating we had created a really small hole on the leg of the pantThe CSR asked her to fill out an action report and leave the pant so the *** could look at her concernShe did fill out the form but didn't leave the pants for the *** to seeAnyhow, the CSR had apparently told her we needed to see the pants more than once but she never brought them until I called and left a voicemail asking her to bring the pant in so we could seeFurther, I don't guess she ever answered the phone when I called so I was communicating by voicemail and she would leave me a message even though I was just repeating what the CSR said
Anyhow, it seemed evident that this tiny hole was likely insect damage, especially if there had once been a stain thereStill Ms, *** and the CSR looked at it and agreed we would have a reweaving specialist reweave that for herWe acted promptly to have that done at no charge to Ms*** though it does take a little time to get that kind of specialized work done
She has her pants back and they are fine
Thanks again for all you do,
*** *** ***
Rose Cleaners Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** ***
April 14, 2015 [redacted] Rose Cleaners Inc. [redacted] Revdex.com [redacted] .. Re: ID:[redacted] Dear Revdex.com, I received the rejection letter you sent me. Sorry about the trouble and thanks again for all you do. At the end of the day, the facts are the facts. Since [redacted] and [redacted] have requested to have the jackets analyzed we will see that it gets done ASAP. We will send them both at their request. Thank you again for all the good work you do through the Revdex.com, [redacted] Rose Cleaners Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
San Antonio, TX 78289 Revdex.com [redacted] Re: 1D#[redacted] Dear Revdex.com, Thank you for your letter communicating the concern of [redacted] and for all the good work you do. It is true that this is the first and only time we have ever seen [redacted]. [redacted] and I...
clearly have a different view of the circumstances in question. I remember it clearly, as it was unique. I don't think we have had the privilege of meeting [redacted]. I happened to be at the front counter when this young lady came bounding in the store. She came in agitated and looking for money. To paraphrase her opening comments she said, " We had ruined her suit coats and we needed to pay her $700 and they were attorneys". Further, they had already spoken to their tailor who said the drycleaner damaged the jacket as well as the drycleaning association and the manufacturer and they all agreed the drycleaner had caused the problem, though none of them had seen the jacket (s). She went on to say the jackets had been cleaned dozens and dozens of times and they had never noticed a problem. Suffice to say, It was quite the Introduction, When I got the opportunity to look at the (men's) jackets it was evident that one jacket was fine though it was getting crunched on the hanger from handling and had a little wave near the shoulder pad. The real concern was all about one Calvin Klein suit coat that has some bubbling appearing across the chest on one side. When I was able to speak I shared with [redacted] that this is a known condition called fusible seperation and while I wouldn't call It common it does occur and It is the result of a breakdown over time of the adhesives used to hold the layers of fabric in the suit coat together. I've even experienced it in a favorite suit coat of my own. I went on to share that though we could likely improve the appearance with some special pressing techniques, the inherent problem would still exist so the effects of our effort may only be temporary and not a permanent fix to the problem... but we would be glad to do what we could to minimize the visibility of the problem, [redacted] wanted to get back to the rnoney and what we were going to do to pay her for the suit coat and I made it clear to her that we weren't going to do that as we had not created thls problem, but it was a condition resulting from the manufacturing process and the effects of normal wear and care over time. I shared with her that while I was sure she was a good attorney and knew her business well. I had been in the fabricare business for nearly thirty years and accordingly was familiar with this as a problem garment issue. To which she replied that she wasn't really an attorney but there Is an attorney in her family so we better do what she said. However, finally she allowed us to work with the jacket(s) to see what temporary improvements we could make to improve the look of the "bubbling" of the fusible separation. All that said and still trying to help, we did give the best possible efforts to minimize the visible evidence of the problem and I obtained a textile analysis bulletin from the International Fabricare Institute that explains the particulars of the condition in clear and concise terms to share with [redacted]. ( Copy of textile analysis bulletin attached), This is a textbook case of fusible separation. [redacted] was so explosive and It was such a unique situation that, later that day, I asked one of the Customer Service Representatives that had been at the counter with me at the time of the original performance if I had done a good job of keeping my calm and composure while I was being berated by [redacted] the problem garment. A couple of days later, on March 16th, [redacted] came in and when the [redacted] and Customer Service Person gave her jackets back to her she wouldn't read the textile analysis bulletin and tossed it, crunched the jacket(s) up and was back to her performance and the money. The store personnel advised me of the Issue. Since she wouldn't hear what we had to say or read the bulletin, I promptly mailed her the enclosed letter along with a copy of the textile analysis bulletin in hopes that she could read and understand It In the comfort of her home. (Copy of letter attached) Her response has been to call the store [redacted] with more of the same. He could only empathize that her jacket has a problem and reiterate the Information about fusible separation as the problem and refer her to the textile analysis bulletin. I did take the further measures to follow up with the International FabrIcare Institute (now called the Drycleaning and Laundry Institute) and Calvin Klein about the matter. Neither would offer an opinion over the phone without seeing the garment. The International Fabricare Institute obviously recognized the symptoms of fusible separation end based on the RN#, CA# and the PO# of the jacket Calvin Klein could only offer that this jacket was years old to the point that it wasn't in their systems anymore. While we regret that [redacted] or [redacted]'s jacket has a problem, this Is a known and recognizable problem that Is known to occur In some garments over time with normal wear and resulting from some deficiencies in manufacturing— Fusible separation. Clearly, nothing we could have done would have caused this in her one visit to Rose Cleaners. There is nothing further we Can do and her (his) jacket(s) are available for pick up at any time.Thank you again for all the good work you do through the Revdex.com, [redacted]Rose Cleaners Inc. INTERNATIONAL FABRICARE INSTITUTE BULLETIN SEPARATION OF FUSIBLE FACINGS No. 305 WHAT IS THE PROBLEM? The problem arises when the material bonded to the shell fabric to add body to the garment begins to separate from normal wear and care. WHAT DOES IT LOOK LIKE? Many garments have a separate fabric fused to the inside in some areas to give support, maintain shape, and add body. When this interfacing material separates from the shell fabric or shrinks, the garment appears puckered or blistered. WHAT CAUSED IT? Interfacing separation can be caused by a number of deficiencies in manufacturing. It could be due to insufficient time, temperature, or pressure used in the fusing process. Another reason is that not all fusible materials are compatible with the base fabric and will not form a good bond. In other cases, the interfacing and base fabric used may have different rates of relaxation shrinkage that only show up after cleaning as bubbled fabric. CAN IT BE PREVENTED? This damage can only be prevented if the manufacturer uses shell fabrics and fusible interfacing materials that are compatible. The methods used to bond them together must be durable to expected conditions of wear and the recommended care processes for a reasonable period of time. Pretesting by manufacturers will help avoid fusing problems. WHO IS RESPONSIBLE? In the case of newer garments, meaning garments that are within the range of their reasonable life expectancy, the garment manufacturer would be responsible fur using materials and/or methods of construction that could not withstand normal circumstances of use and later cleaning without damage. The cleaner can neither predict nor prevent such damage during a proper cleaning process. IS THERE A REMEDY? Although extensive professional pressing procedures may help some garments, others cannot be restored satisfactorily without risk of ?shine, seam impressions, or further distortions. Written by [redacted], IFI Textile Analyst March 16, 2015 Dear [redacted], We are sorry your jacket has a problem. I understand you came to pick up your jackets and left behind this bulletin that can help you understand more about the inherent problem your jacket has. We did purpose to improve the condition as we agreed and it did improve somewhat. Though, as we discussed, this fusible separation is a condition brought on by normal use and wear and while our efforts may help in the short term it won't permanently resolve the problem the garment has. I hope this bulletin will be helpful in clarifying how normal wear and care of this particular garment has led to this fusible separation. There is nothing further we can do and your jackets are ready for pick up. Thank you, [redacted] Rose Cleaners Inc. Bulletin enclosed