ZIPS Dry Cleaners Fredericksburg, Virginia

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 This issue have been resolved by management Regards, [redacted]

I left a message with your corporate office last Thursday (5/2) but have not heard a word on my complaint. I took 10 items to zips at Scaggsville road for cleaning 8 came back fine but two had a change in color from a demin blue to a teal green color. The store did not let me know this happened it was only when I went to put my items in my car did I notice this. Normally, if stains, etc., cannot be removed, the item is tagged with a note. This did not happen in this case. The clerk told me that he would leave a message with the manager to call me but she did not. I contacted the manager Kathy who showed no concern re their damaging my goods. There is no customer warnings posted in the store and the consumer can only read the receipt that states rights of customers after they have paid for their cleaning. She mentioned they would not at a minimum reimburse me for the cleaning or anything to settle this complaint. I did read your customer warning after my goods were damaged and it seems unfair to me that no one has contacted me as of yet. I left a message at 877-321-9477, which is the number on your website. Can someone please contact me using one of the #s left to settle this complaint/issue. Not communicating is not good customer service.

Good morning .The customer need to go to the store and fill out the claim forms with the GM Steve please. Thank you.Lathy A***

Good evening.The claim was rejected for missing Proof of purchaseHowever, we fixed the pants and called the customer many time and no answer to our voice message.Thank you.Lathy A***

May 14, 2015.To Whom It May Concern:I am responding to your inquiry of Wednesday, April 29, regarding an assigned ID of ***.When I spoke to *** *** after receiving his letter of April 8,2015,did not have all of his information available because from the tone of
the letter I thought he was making a recent claim.Also, please note that he says he is sending us a bill for the replacement of his suitNothing was included with his letter.Once I realized he was referring to a problem from some time ago I was able to go back to our records from the previous year.*** *** brought garments (jacket and pants) in to be cleaned on May 2, 2014.He picked them up on May 5,2014.At the time of pick-up, it was noted that there was a rip in the jacket.He was given a form called a *** Loss Form to fill out to make a claimA copy of the form in his handwriting is enclosed.He was told that he needed to provide information about the garmentSince garments are processed individually, the claim can only be for the damaged piece even if it is part of suit.We ask for a receipt or information from the store where the purchase was made in order to determine the value of the garment and then use a guide put out by the Dry Cleaning Institute to come to a fair market price.As you can see by his note on the enclosed copy *** *** wrote that he could look for a receiptThat was on May 5,2014,Once that form has been returned to us, we wait until the customer provides the additional information before we make any attempt to come to a resolution.As you can see by the form in *** *** handwriting we did not wait weeks before giving it to him.It was actually attached to his garments when they were returned to him on May 5, 2014.Also, perhaps some of our employees have an accent, but no one who works with the customers is not fluent in English.The guide put out by the Dry Cleaning Institute is on their web-site for anyone to view.It is not something that individual locations come up with.On all of our receipts and posted on a lite sign in the store are our “Terms and Conditions”.We ask that customers pigarments and respond to problems within days so that appropriate actions can be taken.According to Virginia regulations any garments not claimed or attended to within months are considered abandoned.*** *** filled out the form to make a claim on May 5, He did not provide us with any additional information as requested.Other than garments that he brought in on June 24,and pickon September 28, 2014? there has been no further contact from him until we received his letter dated April 8,2015.Once we reviewed our records and found the corresponding paper work, we contacted Zips Corporate and they said that too much time has elapsed according to Virginia regulations.SincerelyJo-Anne F
(Franchise Owner)

Hello,I received an e-mail from *** *** on Tues Oct 14th. I responded to her e-mail ( *** *** ) on October 15th, asking her to please return with the comforter. We do not know what damages she is claiming happened and would like to see the comforter. If
it's determined we did something wrong we will reimburse her. She has not responded. We have called her and left messages at different numbers. She has not responded. We will waitThank You Tina S*** GMZIPS Dry Cleaners

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I have no record of an e-mail or return calls, as they stated in the response. They have been dishonest from the beginning. They did however contact me via phone after hearing from your office regarding the complaint. I am taking the comforter back this afternoon per their request, but am not hopeful that they will resolve the issue as my experience with them to date has been disheartening. Thank you for providing your valuable service.
Regards,
*** ***

Good morning, We called *** *** ** ***, Left a message for him to call me in order for us to work with him in his claim Please, change my address to ZipsLathy A*** *** ***Nottingham, MD ***Email, *** @***.comThank you so much for all the
help. Lathy A***

August 11, Dear *** ***:We received your letter dated July 29, in regard to a complaint received from a *** *** in regard to her *** *** Corduroy BlazerAs explained to *** ***, we were not able to verify any “burn” spots on the jacketThe jacket is
showing some impression marks throughout the garment which are for a thick corduroy garmentThese impressions can tend to show variations in color on thicker parts (Lapels, Collar, Sleeves) of the garment especially on Black and Dark Blue, These impressions can be lessened on occasion with steamWe have steamed the garment again and hopefully *** *** will find it to her satisfactionThank you
Brett V. Co-Owner

Hello Mr***, I’m emailing in regards to your complaint with ZIPS Dry Cleaners in the first half of last yearFirstly, I’d like to give you a sincere apology for not responding to your complaint through Revdex.com soonerIt appears that the contact info they had on file was not our main office, so the complaint never reached meRecently, Ms*** from Revdex.com got into contact with me and asked if I would like to respond, so I graciously took the opportunity. I went back into our records and looked at your claim for the dress shirtsUpon further review, I recognized the claim and was under the impression that *** had taken care of itI went into your account and see that the claim was marked as resolved, typically indicating that the items had either been found or the claim had been settledI do not see that a credit was given, so normally that means the shirts would have been returned to you. If this is not the case, and the claim remains open, with your permission I would like the opportunity to settle the claim with youI understand you may choose not to come to ZIPS again, however fairness and honesty are paramount principles for our team, so I’d like to see this through regardlessI do hope that we can move forward and that you will be willing to give ZIPS another try. If you can please let me know what the actual last status of this claim was, that will allow us to get things rolling. Best,Ziyad

I don't have a question This is a complaint I have been taking my clothes to this particular location for years Never had a problem until yesterday when I entered the establishment and one of the workers called someone to the front to assist me by using a word that in Spanish is translated to mean the N word to describe me It threw me off and I can tell by the reaction of the other workers that they knew I picked up on what it meant That same day (11/11/2015) I spoke with the manager whose cell phone number is (301) *** and voiced my displeasure with what happened He said he would get back to me today 11/12/ I have yet to receive a call back or response from him today Today, 11/12/2015, I went to pick up clothes that I put in the cleaners during the incident on 11/11/ I should have never put my clothes in this cleaners but again, I was thrown off by the word I heard so I wasn't thinking clearly The young man who took my clothes asked me my NAME and not for the PHONE NUMBER they normally ask for He knew who I was when I walked in the door He then began to play with my last name which could have got him seriously hurt in my younger (ignorant) days I quickly told him to get my clothes without hurling any insults or taking any action and asked for his manager The manager whose cell phone number is (301) ***-*** was not there but another lady was there and I told her that she needs to talk to her workers to watch what they say because black people...white people....Asian people etc...some of us know Spanish I will no longer patronize this place and will file complaints wherever I can and take legal recourse as it is ridiculous that in I would walk into an establishment where I spend money every week and be treated to a nice dose of RACISM when spending my hard earned money…really lucky I am not young and dumb how I used to be

From: Revdex.com of Metro Washington DC Date: Wed, Apr 16, at 8:PMSubject: Fwd: Case ***To: *** *** ***
---------- Forwarded message ----------
From: *** ***
Date: Mon, Apr 14, at 9:PM
Subject: Case ***
To: "[email protected]"
HelloI was inquiring of status of my jacket damaged at zips cleaners I have not heard back on a directive from you on how to move forward with my complaint on my damaged jacket at zipsI would like to have it tested by a lab that you direct me toPlease advise me on status of my complaintThank you*** ***
Sent from my ***

August 1, 2015This is a follow up to a letter received from your office dated July 23,I am not sure when you received the response from *** *** but your letter listing her rebuttal is over days from our initial response to the complaintI am not sure how I can clarify anything further for ***She acknowledges dealing with my managers but not being satisfied with their actions or resolutionsFor me to do anything in regard to her coat above any beyond my managers, I would need to see it, in person, at my storeSince I haven't seen the garment or would be able to rely on any managers recollection based on the time lapse, there is no way I can further assist her until that occursHopefully this clarifies my April response.Thank you
Sincerely,
Brett VOwner

Revdex.com spoke with the business manager NishaThis customer's items were all done in the same load and if there is an item that has a discoloration it cold very well be a concern with the manufacturing of the item since not all were impacted by the wash and if it had been a mistake in the wash they
would all have been discolored The business mangers has been trying to reach the customer and has left or voice mails to address these concerns however the business is unable to refund a service that was performed as stated

We have contacted the customer directly and resolved her situationIf you have any further questions,please don't hesitate to contact me.Sincerely, Brett V***

From: Monica B*** Date: Wed, Jan 6, at 7:AMSubject: Zips Drycleaners of RockvilleTo: ***@myRevdex.com.orgHello *** ***, I am emailing you to let you know that we have taken care of the issue with *** *** *** in regards to his blue slacks that
were damaged here within our storeWe have given him the claim form that is attached to this email and he will be receiving the check within this week or beginning of nextIf you have any further questions or concerns please feel free to contact me at ###-###-#### or via email. Thank you Monica B***

From: Bart ***Date: Thu, Aug 27, at 11:AMSubject: response to complaint: ***To: ***@myRevdex.com.orgComplaint ID: ***Attn: *** *** *** has a white spot on a white shirtWe have cleaned the shirt multiple times and were
unable to remove the spot The dry cleaning machine operate like a washing machine but they don’t use water The garments are tossed back and forth in the agitation motion If something were going to go wrong it would have happened in a random pattern all over the shirt and to the other garments that were in the machine That did not happen We have shirt with a spot in one location It should also be obvious to any one that there is no glue or adhesive used anywhere in the dry cleaning or laundry process *** only knows it is a glue or adhesive because we sent the shirt to the DLI lab to verify what we already knew Their conclusion was during consumer usage the shirt came in contact with a glue or adhesive with insoluble white pigmentsA copy of the report is with *** shirt, and I have attached a picture of it with this response.If we do something wrong we simply take care of it, but this is not something we could have possibly done We have done all we can for *** including cleaning the garment multiple times and paying the lab fee to have it analyzed If you have any questions please feel free to contact me.God Bless

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf
no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
The business NEVER contacted meAlso, according to the night manager, I needed to request a refund because the pants could not be fixedI also told her I was moving out of stateSo if the pants are truly fixed, they can mail them to meThe pants are white and the dirt was ironed into themIf times didn't fix, I doubt they are fixedI also don't appreciate the store lying about contacting me! If the won't cooperate then I'll take to small claims court when I go back up on my regular visits to see family

Hello, I first became of this comforter last week. After reviewing the stains on the comforter I asked my manager to let the customer know that we believe the stain could be a water soluble stain based on the stains generally round shape and also because of it's
color characteristics of being generally dark on the outside and lighter towards the middle. I have attached to this email a picture of the customers comforter and also pages from the dry clean and laundry institute's encyclopedia of dry cleaning with regards to the water soluble stain under the section of invisible stains. I have also attached a copy of our conditions from the back of our receipt. A water soluble stain will only come out by washing in water. However, this comforter has a label that says dry clean only. We asked the customer if she would like us to wash the comforter, but she declined. We also advised the customer that in order to pay this claim we would need to know for certain that these stains were in fact our fault. The way to determine this would be by sending the comforter to an independent lab for analysis as to what the stains are If we are at fault, we are responsible to pay. In response to the customer of how they could know if they had an invisible stain, I do not believe they could know (see attachment "Invisible Stains" or google "Invisible Stains"). Just as I am not sure if this is in fact an invisible stain. This is more reason why this comforter needs to be analyzed by the lab. I am happy to offer $plus refund the money for the cleaning to settle the claim without sending the comforter to the lab. However, I believe the customer said it was more than that. The dry clean and laundry institute is the lab the we use. According to the lab's handout, they are used by the Federal Trade Commission, Revdex.coms, and Consumer Protection Agency to help resolve disputes. They are a very reputable company (see attachment "IFI Back Page"). We always want to be fair with our customers with regards to claims. We stand behind our work 100%. If we are at fault we understand we have to pay. However, we need know for certain that these stains are the result of our negligence before we can pay more than the $plus refund of the cleaning

From: *** *** Date: Tue, Jun 2, at 8:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]"
*** ***
I have not heard back from Zips in any manner and they have not done anything to resolve this problemI apologize for not responding to you earlier however your email went to my spam folderThank you, *** ***
From: [email protected] [mailto:[email protected]] Sent: Tuesday, June 02, 7:AMTo: *** ***Subject: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***Please click on the link below to access the online dispute resolution web site and read this message. Click Here to view the complaint If your email program does not support HTML copy and paste the link below into your browser ***