ZIPS Dry Cleaners Fredericksburg, Virginia

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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]

Good afternoon.We need her to fill out a claim on [redacted] claim form not the store. [redacted] is the one whom will pay  her direct to her mailing address not the store. They want her to fill out there paperwork please.Thank you.Lathy A[redacted].

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Revdex.com:
At this time, I have not been contacted by Zips Dry Cleaners regarding complaint ID...

[redacted].
Regards,
[redacted]

[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.  Regards, [redacted]

From: Bart [redacted]
font-family: arial, sans-serif;"><[redacted].com>Date: Thu, Aug 27, 2015 at 11:03 AMSubject: response to complaint: [redacted]To: [redacted]@myRevdex.com.org
Complaint ID: [redacted]
Attn: [redacted] has a white spot on a white shirt. We 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 normal 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 1 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.  [redacted] 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 pigments. A copy of the report is with [redacted] 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 [redacted] 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 <><

From: [redacted]Date: Wed, Aug 5, 2015 at 12:56 PMSubject: ID of [redacted]To: [redacted]@myRevdex.com.orgDear Revdex.com, I resolved this issue with this customer in June in person and she accepted a check for $31.99 to settle the claim.  Please let me know if...

there is anything else I can do to get this resolved.  Thank you. Jeff L[redacted]

From: [redacted]Date: Wed, Aug 5, 2015 at 12:56 PMSubject: ID of [redacted]To: [redacted]@myRevdex.com.orgDear Revdex.com, I resolved this issue with this customer in June in person and she accepted a check for $31.99 to settle the claim.  Please let me know if there is anything else I can do to get...

this resolved.  Thank you. Jeff L[redacted]

[redacted] contacted me on 7/11. I spoke directly with him on 7/13. I explained that we were working to locate his shirt. And I would call him immediately if it was recovered. ;He called me on 7/15. I returned his call. I left him a message, that if the shirt was not located within 30 days...

we would pay him for the shirt. On 7/18/2014 [redacted] completed a Baiy's form. Because the problem arose on 7/5/14 this form cannot be submitted before 8/5/2014.I have approved his claim for the amount of 26.99. 25.00 for the cost of the shirt and 1.99 for the cost of cleaning. I will submit this claim on 8/5/2014 and [redacted] will receive a check mailed to him to the address he provided.Thank You Tina S
GM ZIPS Dry Cleaners

Good morning .We called the customer on 10/11/2016 and his suit is  in the store and need some work on it.We will update [redacted] when the suit is ready for pickup.Thank you so much.Lathy A[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  several of the assertions made are either, incorrect or not factual.
I called the store earlier in the day of the 25th.  When I spoke with a female staff person, she looked up my cleaning records.  She indicated that several jackets had been cleaned but that their records could not tell me which jacket.  I have lived in the area for three years and this is the only cleaner I use.  Their records can show how often I am in the store, if there is any question.  When I spoke with that staff person, they told me to bring it in for evaluation.   Yes, I admit I had just put it on for the first time this winter as it has been very cold but what is the significance of a wrapper in the pocket?  I wore the coat while going to the [redacted] of [redacted] Mall on the 25th. My boyfriend noted the stains on it.  While at the Mall, I went to the [redacted] store since it was their coat and wanted their advice.  They gave me the sales history and indicated that it looked to them like it was scorched.  Once I took it back to the cleaners, it was cleaned.  After the first cleaning (after the 25th) there were still stains on it, the same type that I had originally presented it with.  When I pointed them out, he said he wanted to clean it again, so I left it.     I have no problem sending it to a lab for testing as long as they are impartial and recommended by the Revdex.com.
Regards,
[redacted]

March 7, 2014On February 25, 2014 [redacted] entered my store wearing the garment in question, a women’s black [redacted] jacket with a light checked pattern on the interior. She removed it and asked me personally if there was anything that could be done regarding the interior of the garment....

The exterior was in fine condition, but the interior, had discoloration all throughout. It presented as water stains. She offered to pay for the cleaning. After examining the jacket and reading the manufacturer’s care instructions, which are very restrictive, I told her that there weren’t many cleaning options, so I did not charge her.[redacted] mentioned that we had cleaned it previously but, could not remember exactly when that was, possibly several months ago.Treating it by hand, I was able to remove the majority of the stains; she examined it and asked me to give it another attempt - which I did. She returned a second time, and was not satisfied. She presented a sales receipt from 2009 for $595.00 for the cost of jacket.Over the phone I explained to her that the jacket had been in her possession for an undetermined length of time, that she had been wearing (we found a candy wrapper in the pocket), and that I cannot guarantee the care of a garment that is not under my physical control. We cannot even be certain that we were the last cleaner she brought it to, if at all.Standing at an impasse, we agreed to independent testing to determine the origin of the staining. I recommended a laboratory, International Fabricare Institute QFI), in [redacted], MD and that I could send it out for analysis on her behalf. [redacted] wanted to send it to the lab herself. I wrote up a description for the lab (enclosed) and instructed her to send it through the Revdex.com since the lab does not deal directly with consumers. It is my understanding that the Revdex.com will be sending the garment to IFI.Based upon my professional experience, I believe that the garment was exposed to moisture for an extended length of time. Where this occurred I cannot say.As to her claim for $595.00 for a 5 year old jacket - most of the staining has been removed, the exterior is unaffected, [redacted] has been wearing the jacket, and it was in her control for an extended period of time, not mine. Finally, I don’t know for certain that I have ever handled the jacket prior to 2/25/14 - a claim against me is unreasonable.

Good morning.We called [redacted] on Friday 21th at 2;34 PM . Our massage for him was ( your suit is fixed and it will be ready for pickup on Wednesday after 5PM , thank you for your business) . [redacted], please check your massages and we would love to see you on Wednesday after 5pm.Again, thank you for your business.Lathy A[redacted]

February 20, 2015Dear [redacted]:We received your letter dated February 9, 20145in regard to a complaint received from a [redacted]. This issue has been resolved with the customer at the store level.Thank you
Sincerely,
Brett V
Co-Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I no longer have the receipt for these pants. There was no problem with them until this dry cleaning episode that would warrant me keeping a receipt this long. I don't know why Zips is making this so difficult. They were given multiple chances to fix the problem until the pants were destroyed. This is their issue yet they keep dragging out the process. Again, if Zips is going to continue to be difficult or refuse to fix the problem their employees caused, please just let me know so I can file a legal complaint in small claims while I'm in the area for the holidays.
Regards,
[redacted]

From: Monica B[redacted]<[redacted]@321zips.com>Date: Wed, Jan 13, 2016 at 2:57 PMSubject: RE: Zips Drycleaners of RockvilleTo: [redacted] <[redacted]@myRevdex.com.org>
 
Hello [redacted],
 
I am emailing you in regards to a damaged item that belongs to [redacted] stating that he has not received yet the check we mailed out to him on the 11th of January. The letter we received in the mail is dated for the same date so I am guessing that he should of received it by now as of today January 13, 2016. I just wanted to inform you that the check was mailed on this Monday the 11th. If any more further questions please feel free to contact me.
 
Thank you
 
Monica B[redacted]
ZIPS Dry Cleaners

[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 accept the refund for cleaning plus the 100 dollars for the comforter.  Thank you.  Can I come next week to Zips to pick up the comforter plus the check or cash?  [redacted]   
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I received the check in the amount of $68.70, but my claim was for $150.00.  I find it amazing that Zips Dry Cleaners failed to mention this significant issue in their response.  Then again, this type of dishonest behavior and lack of customer service is typical of how this issue has been handled from the beginning. 
Regards,
[redacted]

Good morningPlease close out complaint #[redacted], the matter has been resolved.Thank you

Good morning,
I just received our customer claim from the store manager . I will send the check in the mail today.
Sorry about that, I will call my customer today. 
Thank you.

March 21, 2014
I have made no assertions at all, but simply stated a precise account of what exactly has transpired.The account history for [redacted], as well as all of the customers in my database, show transaction details and reference garment categories such as “blouse, pants, jacket, etc.” It does not record specific data about individual garments. So there is no way to determine if a “jacket” in the account history is this precise garment. However, that still does not change the fact that [redacted] had this jacket in her control for an undetermined length of time to which she acknowledges.She goes on to explain that a sales clerk at the Burberry store believes that the jacket was scorched during pressing. When [redacted] spoke to me on the 2/25/14 she presented this theory. I told her that this could not happen at my plant because we are designed and built to prevent this from happening. Each pressing station has a “steam trap” and there is also a master “steam trap” in the plant. The steam trap regulates temperatures and so the presses do not get as hot as a home iron. Each press is also on a timer. The exterior of the jacket shows no sign of damage, the interior sleeves have the same discoloration (which would not be in an area of pressing), and finally her jacket is quilted. This is significant because this type of garment cannot go on the press because that would flatten the jacket out. I explained all of this to [redacted] and told her that based upon my professional experience and the stain’s reaction to treatment, given while [redacted] was present, makes it appear to be water damage. Since she would not accept my evaluation I suggested that we let the laboratory, Dry Clean Laundry Institute (DLI), make a determination. I offered to send it on her behalf and pay for the testing, but made it clear that if I was exonerated that I wanted to be reimbursed for that cost. I provided her with the website so she could research them and see that they are completely impartial and unbiased. She wanted to send it to them herself and I have no issue with that.Despite all of this, it still does not address the simple fact that [redacted] had this jacket in her control. I cannot attest to, nor be held responsible for the way and/or condition in which she stored it for the last several months. She may not even be aware of what she exposed the jacket to herself.I have always prided myself on customer service and have tried to give [redacted] every reasonable option available. But I cannot be expected to reimburse her for a jacket that is five years old and still very much wearable. Based upon her account, she wasn’t even the one that noticed the stains initially. The remaining stains are very light and I still might be able to lighten them further also something I offered to do. But, once she presented a receipt from 2009 and demanded payment I stopped all service on this garment.Since we still seem to be at an impasse I present the following two solutions:1.    Return the jacket to me for re-cleaning, which I will do at no charge. I will make every effort to improve the jacket, but cannot guarantee complete stain removal. However, any claim against me for this garment must be removed. This is the only way to save the jacket.Or2.    Send it on to DLI for testing and determine the origin of the staining.