Snow White Laundress

Review: First: My credit card was charged $229.00 for services dated after I had stopped using them. I notified them.Second: I have never received such rambling accusatory phone calls and letters from any vendor as I did from them. I documented every charge I ever received from them and payment amounts. I stopped using them on 11/26, however charges were made by them on 2/14, 3/11, 3/22, 4/01 and 4/05.Third: I continued to get rambling letters from them.Fourth: I checked with others who had used them (4) and the comments were all very strongly negative.Fifth: The issue is not resolved at all even though they were contacted.Desired Settlement: Amount they were told were continued charges not merited in amount of $229.00.

Business

Response:

· We have serviced this client, [redacted], with zero complaints for approximately close to 2 years.

· Client terminated services as she could no longer afford to send linens out or she simply elected to have linens treated at her home by her housekeeper. She informed us of this by preferencing the termination had nothing to do with quality of service, she simply was delegating it to her internal house staff.

· We performed a massive overhaul of 2 years of billables for every single client who used our services in last two years. We had missing billing some weeks or we mis-inventoried clients goods or we properly inventoried but billed, for example, for a small size pillowcase not a King size as was in our records.. We performed billing forensics which took approximately 6 or 7 months to fully eradicate this which we did successfully and with no Revdex.com filings at all.

· In doing this we uncovered missed charged or miscalculated for subject Client’s inventory.

· The charge has nothing whatsoever to do with timing of her termination and the charges which occurred. Whilst we understand she terminated services to save some money on her household expenses, the corrected charges were for services PRIOR. We tried explaining this numerous times. She was bent, stuck, fixed on not hearing us like a child with her fingers in ears saying LA LALALALA LA LA. We tried to explain that the corrected charges were for services before her termination. She elected to not hear this and start her warpath.

· Client proceeded to keep “running with” the story she was telling herself and sent us a list of her dates of services along with the dates of the corrected charges during the company forensics, indicating she still wasn’t understanding.

· Client called vociferously demanding that we give her our company’s CPA phone number. I told her in 6 years no one client has ever demanded to speak with our hourly rate CPA. We do not have “in-house” CPA or a COO. We use a company and, no, we do not give our clients’ our CPA phone number. This was another indication that Client was not lucid.

· Client called and informed us that her housekeeper remembers every date they used services. I tried to explain we cannot run our business based on a client’s housekeeper’s memory, a housekeeper who is under her employ coincidently has precisely the same recollection as her….. She didn’t seem to see to “in-breeding” of that. Notwithstanding, we cannot perform accounting balancing based on such an attenuated situation like a housekeeper’s memory of our pick-ups over course of 2 years

· While Client alleges she received “rambling” messages, a subjective qualifier, that doesn’t warrant a filing with Revdex.com. We did no such thing. However, even if we did, it doesn’t merit a Revdex.com complaint. We too could make such assertion. However, the qualifier would be “abusive”. Client would leave messages in which she didn’t sound lucid, she was suffering from paranoia and everyone was out to rake her over coals or she was downright abusive making outrageous demands. But even that doesn’t warrant us filing a complaint against her. There are nutty, imbalanced people in this world and in business we’ve learned to just let these clients go. That is what happened with subject Client

· Again, Client is not functioning effectively with a comment such as “checking with others who have used [us] and those with whom she checked had a negative comment”. It is immaterial to the matter at hand. I go to a local spa I love, love, love. If I check online, there are plenty of negative comments. I also practice yoga at a studio I adore but again if I check online or ask some friends or neighbors, I have heard some negative feedback. Restaurants, gyms, fitness centers, hair colorist, any service business is fodder for debate and the loudest are normally the disgruntled. That is the nature of the world. It is meaningless in filing a complaint with the Revdex.com.

· We directed Client to our webpage, identified hereto as a link below, and in full body content below. We have a No Tolerance Policy for abusive clients. We directed her to this in an effort to stop of the hemorrhaging. Somehow, the spirit of the Policy Page was lost on her. http://www.snowwhitelaundress.com/#services_and_pricing

· Client’s clear objective was to filibuster me each time we spoke on the phone like I was in the British Parliament. She was literally impervious to information we provided. It was like she was wearing a “logic & reasoning” raincoat and we couldn’t get through to her. Her paranoia the world is out to get her, mischarge her, and so on was painfully clear. Rather than communicate to achieve a mutual understanding where we both give a little, she was dug so deep – like in us giving her our CPA phone number—we just accepted that everyone is not wired right and moved on.

· While we are a specialty cleaning service, we don’t provide people with new cognitive “hard-drives”. This is more about her pathology than our services—and pathologies are something we don’t clean or repair.

COMPANY POLICIES

Cooperation and Avoidance of Conflict

We enjoy our work and our ongoing relationships with our clientele. As high-end processors, we always make every attempt to obtain the ideal or optimal result for our clients. We take our responsibility of a client’s beloved goods very seriously. We use the most discerning eye, highest techniques and best judgment. However, in spite of these efforts, we cannot guarantee the end result. In the unlikely event that some type of issue arises, it is our absolute desire to maintain our working relationship and work with you to resolve the problem in order to achieve the best possible outcome. If any unforeseen result transpires, how shall we handle this problem?

We make a moral commitment to you, our client, to work with you through the issue. The staff will work in tandem in this commitment.

We need from you the same moral commitment to approach the processing of your beloved goods with the same attitude. If you are unable to make such a commitment, we will be happy to recommend other qualified specialty cleaners in New York or Los Angeles or you may elect to use your regular local dry cleaner and without this moral commitment we will ask that you choose one of the names we provide.

FINANCIAL POLICIES

As of 2011, we no longer accept checks. We only accept credit card payments. Upon stewardship of goods, a client is required to provide credit card information. In a situation of a larger-scale project with an initially unknown amount of time, we will require a deposit. For non-large-scale projects but specialty goods submitted, we will charge the client our estimated cost for processing. If the amount of time dedicated far and wide exceeds our estimate because of an unforeseen issue, we charge the client accordingly. We have seen most all possible goods come through our doors over the years and feel confident we can provide fairly firm estimates for a specialty good. If you wish to have a set price list, we may recommend a local dry cleaner versus a specialty cleaner.

CANCELLATION POLICY

We understand that a client may change his or her mind or a situation arises that could prompt a postponement of services. Please understand, the process commences once we meet the client. Once goods our under our stewardship, we consider the project has commenced. If a client changes his or her mind after that stewardship, we will charge the client 50% of the estimate and return the item unprocessed. We consider the staff’s time and your time a precious commodity. Given that, we request your courtesy and concern before commencing a project or processing of specialty goods. Should you find it necessary to cancel, before doing so, be sure to understand our policy.

If you have any questions or need assistance with the Company Policy Matters, feel free to phone or email us.

Revdex.com_ if you have further questions or needs, please feel free to email or call.

Best regards,

Founder [redacted]