Launderland

Initial Business Response / [redacted] (1000, 11, 2015/11/30) */ Dear Madam; RE: Case # 57342572: [redacted] This is in response to the complaint regarding the burnt comforterWhen my attendant called me about this complaint, I told the customer to please leave the comforter for us to see She was very upset, saying that she will not leave itI have been in the business for yearsI have good customer relationsI've also been a nurse for years and I treat my patients and customers with respect, compassion, and dignityI told her I am sorry that it happenedWe checked that particular dryer, dried my clothes in there, and other customers did too, it was in good working orderThis particular Laundromat has brand new dryers, especially for comforters, and for large loadsWe also have brand new washers for large items According to my attendant, she put the comforter in the smaller dryer, for minutes on high, which is too long, and then she leftWe have signs by the dryers to Sort Clothes according to the Thickness or Heaviness of the materials, and adjust the Heat, according to the dryer instructions, minutes for a silky comforter is too, too long, especially on highWe also have signs to watch their clothes, and check the dryness periodicallyWe have signs stating: Self Service Laundromat, Owners are Not responsible for any Losses and DamagesWe also have signs to remove clothes from dryers and washers when done I humbly apologized to her, and told her all of the above We always check machines for their performance, almost every dayWe put "OUT OF ORDER" sign if any machine is not workingIn fact the attendant is there all the time Please see the attached photos of the signs that are posted around the laundry Thank you, [redacted] Owner XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is NOT what happened [redacted] I did not leave the establishment, I was outside [redacted] There are no small dryers AND large dryers thereThey are ALL the same size [redacted] I was not going to leave my comforter there when she refused to set up a time to meet meI told her I would be happy to come back at her convenience, with the comforter, to show herHer response to that was hanging up on me [redacted] The dryers have all setting, if the high setting is not what they recommend, they should not have it as an option [redacted] They do not check the dryers or washersThis dryer BURNED my comforterYou can tell on the inside of the dryer that something is wrong [redacted] She absolutely DID NOT apologize to meInstead she SCREAMED at me over and over and told me it was my faultShe hung up on me, refused to set up a time with me for me to meet her to show her, and was unbelievably rudeNo apology happened, and she ignored my phone calls/did not return my call for daysI am happy to provide phone records Final Consumer Response / [redacted] (3000, 21, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept this when I receive the check for $plus the cost of washingI am not ever home during the day to receive anything to sign for, so it would be great for this to be sent regular mailI will confirm when I receive it, and it was also be confirmation when I cash the checkThank you Final Business Response / [redacted] (4000, 23, 2015/12/15) */ On 12/11/15, [redacted] and [redacted] spoke to each other on the phone and agreed for [redacted] to pay [redacted] $ [redacted] said that she is okay with this payment [redacted] sent a cashier's check via certified mail to [redacted] 's addressThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Did not address: Lied to the attendant and myself, Said ' it happens sometimes when all the washers are in use' ( Place was empty aside from one other customer) Had to argue repeatedly for min that there was an issue and repair was required refusal to post a notice at the door stating 'NO HOT WATER' once the situation was established Refused to inform walk in customers while I was there- no hot waterI had to tell them I did not want speak to just anyone on phone- no idea who was on other end- plus they had already lied and argued the point- NO APOLOGIES were offered while I was there- for MY TIME WASTED Attendants use most ALL machines for the fluff and fold AND snatched up last empty ones when saw me enter ( a few weeks prior- possibly a Wednesday) The attendant TOLD me she was using them for Fluff and Fold- pointing to the whole row, and the other side, and said all the washers would be avail in minutes Obviously the owner is aware and did not address (their) culpability regarding this issue of deceitful business practice as it brings them more revenue Did not address how they monitor and maintain the safety and sanitary (non sanitary) conditions of the water Regards, [redacted] ***

I have apologized to the customer for all of the issues she had at our store However, it appears that she will not be happy with any response As previously stated, Fluff & Fold is a small portion of our business and the attendant's primary job is the fluff & fold serviceIf we did not provide that service, there would be no on-site attendant at the self coin-operated store in the first place The attendant is there representing customers that actually do not want to do the wash themselves and we offer a two-hour wash turn-aroundUnfortunately (albeit very rarely) they do compete for the same equipment -- and like most self-operated laundromats: it's First come First Serve We have no reason to LIE as this conflict is rare to happen I told her that I would speak with the attendant to minimize such future conflicts We cannot control the business volume or when equipment fails If the place was empty, it does not mean that there is no washing/drying going on as many customers come in start the washing machines and go do some errands, that is not a valid complaint The customer was combative when with the attendant (when speaking to my wife), trying to get to her to post a sign which was not necessary She obviously figured out there was an issue with the water heater (and I commend her for it) and she's entitled to warn other customers about the hot water issue She mentioned it was a health hazard in the original complaint (which this was not) and looking back it seems that motivated her to warn other customers and this frustrated her And I apologize for that frustration We dealt with the hot water heater break down as soon as we determined that it was not working Again, in her response she talks about sanitary water conditions and I've stated that the City is responsible for the waterThe washing cycle is not solely done with just waterThe detergent used in that process is what actually cleans the clothing There are no safety issues She says she did not want to speak with anyone on the phone because we lied to her before and she did not want to be lied to againLie to her about what? She says we have not apologized to her, yet I apologized in my response and in the email I sent to her She said my response was LATE even though the letter from the Revdex.com dated August was just received over the weekend and we never received any other letter prior to the one dated August In reviewing the refund paperwork we paid out to her on the date of the incident, I've realized that she did dry her clothes at out store, contrary to my original response So I am willing to refund her the dryer money I feel that she will not be happy regardless of what I say or do She can patronize a different Laundromat if she feels so strongly about our store

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
 
Did not address:
 
Lied to the attendant and myself, Said ' it happens sometimes when all the washers are in use'.  ( Place was empty aside from one other customer) Had to argue repeatedly for 15 min that there was an issue and repair was required.
 
refusal to post a notice at the door stating 'NO HOT WATER' once the situation was established.  Refused to inform walk in customers while I was there- no hot water. I had to tell them. 
 
I did not want speak to just anyone on phone- no idea who was on other end- plus they had already lied and argued the point- NO APOLOGIES were offered while I was there- for MY TIME WASTED.
 
Attendants use most ALL machines for the fluff and fold AND snatched up last 2 empty ones when saw me enter ( a few weeks prior- possibly a Wednesday).  The attendant TOLD me she was using them for Fluff and Fold- pointing to the whole row, and the other side, and said all the washers would be avail in 25 minutes.  Obviously the owner is aware and did not address (their) culpability regarding this issue of deceitful business practice as it brings them more revenue.
 
Did not address how they monitor and maintain the safety and sanitary (non sanitary) conditions of the water. 
 
Regards,
[redacted]

I
have apologized to the customer for all of the issues she had at our store.
 However, it appears that she will not be happy with any response.
 As previously stated, Fluff & Fold is a small portion of our business
and the attendant's primary job is the fluff & fold service. If we did not
provide that service, there would be no on-site attendant at the self
coin-operated store in the first place.  The attendant is there representing
customers that actually do not want to do the wash themselves and we offer a
two-hour wash turn-around. Unfortunately (albeit very rarely) they do compete
for the same equipment -- and like most self-operated laundromats:
 it's First come First Serve.  We have no reason to LIE as this
conflict is rare to happen.  I told her that I would speak with the
attendant to minimize such future conflicts.  We cannot control the
business volume or when equipment fails.  If the place was empty, it does
not mean that there is no washing/drying going on as many customers come in start
the washing machines and go do some errands, that is not a valid complaint.
 
The
customer was combative when with the attendant (when speaking to my wife),
trying to get to her to post a sign which was not necessary.  She
obviously figured out there was an issue with the water heater (and I commend
her for it) and she's entitled to warn other customers about the hot water
issue.  She mentioned it was a health hazard in the original complaint
(which this was not) and looking back it seems that motivated her to warn other
customers and this frustrated her.  And I apologize for that frustration.
 We dealt with the hot water heater break down as soon as we determined
that it was not working.
Again,
in her response she talks about sanitary water conditions and I've stated that
the City is responsible for the water. The washing cycle is not solely done
with just water. The detergent used in that process is what actually cleans the
clothing.  There are no safety issues.
She
says she did not want to speak with anyone on the phone because we lied to her
before and she did not want to be lied to again. Lie to her about what?
She
says we have not apologized to her, yet I apologized in my response and in the
email I sent to her.  She said my response was LATE even though the letter
from the Revdex.com dated August 6 was just received over the weekend and we never
received any other letter prior to the one dated August 6.
In reviewing the refund paperwork we paid out to her
on the date of the incident, I've realized that she did dry her clothes at out
store, contrary to my original response.  So I am willing to refund her
the dryer money.  I feel that she will not be happy regardless of what I
say or do.  She can patronize a different Laundromat if she feels so
strongly about our store.

Initial Business Response /* (1000, 11, 2015/11/30) */
Dear Madam;

RE: Case # 57342572: [redacted]

This is in response to the complaint regarding the burnt comforter. When my attendant
called me about this complaint, I told the customer to please leave the comforter for us to see....

She was very upset, saying that she will not leave it. I have been in the business for 42 years. I have good customer relations. I've also been a nurse for 52 years and I treat my patients and customers with respect, compassion, and dignity. I told her I am sorry that it happened. We checked that particular dryer, dried my clothes in there, and other customers did too, it was in good working order. This particular Laundromat has brand new dryers, especially for comforters, and for large loads. We also have brand new washers for large items.

According to my attendant, she put the comforter in the smaller dryer, for 36 minutes on high, which is too long, and then she left. We have signs by the dryers to Sort Clothes according to the Thickness or Heaviness of the materials, and adjust the Heat, according to the dryer instructions, 36 minutes for a silky comforter is too, too long, especially on high. We also have signs to watch their clothes, and check the dryness periodically. We have signs stating: Self Service Laundromat, Owners are Not responsible for any Losses and Damages. We also have signs to remove clothes from dryers and washers when done.

I humbly apologized to her, and told her all of the above.

We always check machines for their performance, almost every day. We put "OUT OF ORDER" sign if any machine is not working. In fact the attendant is there all the time.

Please see the attached photos of the signs that are posted around the laundry.

Thank you,

[redacted]
Owner
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 13, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is NOT what happened.
* I did not leave the establishment, I was outside
* There are no small dryers AND large dryers there. They are ALL the same size
* I was not going to leave my comforter there when she refused to set up a time to meet me. I told her I would be happy to come back at her convenience, with the comforter, to show her. Her response to that was hanging up on me
* The dryers have all setting, if the high setting is not what they recommend, they should not have it as an option
* They do not check the dryers or washers. This dryer BURNED my comforter. You can tell on the inside of the dryer that something is wrong.
* She absolutely DID NOT apologize to me. Instead she SCREAMED at me over and over and told me it was my fault. She hung up on me, refused to set up a time with me for me to meet her to show her, and was unbelievably rude. No apology happened, and she ignored my phone calls/did not return my call for days. I am happy to provide phone records.
Final Consumer Response /* (3000, 21, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept this when I receive the check for $80 plus the cost of washing. I am not ever home during the day to receive anything to sign for, so it would be great for this to be sent regular mail. I will confirm when I receive it, and it was also be confirmation when I cash the check. Thank you
Final Business Response /* (4000, 23, 2015/12/15) */
On 12/11/15, [redacted] and [redacted] spoke to each other on the phone and agreed for [redacted] to pay [redacted] $80.00. [redacted] said that she is okay with this payment. [redacted] sent a cashier's check via certified mail to [redacted]'s address. Thank you.

Launder land - 977 Tamarack Ave, Carlsbad, CA 92008
August 11, 2014
Revdex.com
4747 Viewridge Ave #200
San Diego, CA 92123-1688
Attached is a copy of our response to the complaint filed to your office (ID
/>
[redacted]. I have personally emailed the customer and also sent a copy of the letter to
the address as noted.
I have apologized for any inconvenience the customer may have encountered at
our store, but we cannot control equipment malfunction or failures. It is unfortunate that
the water heater broke down during one of her visits and we refunded her the hot water
cycle wash accordingly. We cannot, however, refund a dry cycle not performed at our
location and the customer refused to speak with my wife when were still trying to
determine the cause of the problem.
Self coin-operated Laundromats primarily operate the same way. When
equipment malfunctions, customers notify us and we resolve operational issues and
provide refunds as required. My wife and I visit our Laundromat locations frequently to
perform preventative maintenance, ensure cleanliness and to resolve any operational
issues. The Tamarack store provides Fluff & Fold service, but is primarily a self coinoperated
store. The fluff & fold attendant does not service any of the equipment and was
trying to assist the customer with the issue that day.
We have invested over $100,000 in new Laundromat equipment at our two
locations in San Diego County, including the new water heater at Tamarack (which was
serviced just one month prior to this incident). Our customer complaint/refund ratio is
very small which is reflective of the way we operate our Laundromats.
Sincerely,
[redacted]
Owner

In the morning of February 12th, A[redacted] called me to let me know she was overcharged on her credit card. I told her I would check in to it and get back to her by the next morning.On February 12th, I processed reports and found that on January 26" A[redacted] used 5 washing machines and 3 dryers...

in my laundry. To use a credit card to start a washer, the customer is supposed to swipe their credit card 1 time and then push the start button. On 3 of the washers, she swiped her credit card once, which is the correct procedure. On 2 of the washers, she swiped her credit card multiple times. On machine #34 she swiped her credit card 7 times and on machine #33 she swiped her credit card 2 times. Because of the multiple swipes, she overpaid $59.50.I called A[redacted] in the morning on February 13th. Since I don't have any way to credit her credit card I offered to give her one of our Loyalty Cards for free with a balance of $59.50 or cash back, whatever was best for her. She said she wanted the cash so she could use it to pay her credit card. She came into my laundry thatmorning and I showed her the report and gave her the cash refund. I explained to her that in the future, just swipe her card 1 time and that if she does have any questions I have attendants on duty from 9:00 a.m. to 10:00 p.m.to help her.When she left she was smiling and thanked me for my help, so when I got your letter I was very surprised. I called her twice to ask if there were any other problems but both times her voice mailbox was full so I sent her a text. As of today, I have not heard from her.Please let me know if you need anything else from me.Thank you,M[redacted] Launderland, Owner

Review: 1. no way to locate Owner information for contact2. Although advertised as self serve 'coin laundry'- they offer a fluff /fold service. Often the day attendant will take up ALL the washers. Came in once, only 2 other patrons- folding their dried clothes. Only 2 empty washers were avail- attendant saw me- ran over and claimed them. When I asked - she told me she was using all the washers. I could wait for 25 min if I wanted to use.3. Tried a few weeks later, no hot water. HOT water is mandatory when using public machines - where fecal matter remains when people wash their clothes. Had already put all my loads in prior to realizing. When 'owner' was called by attendant, owner told her- 'That happens when all washers are being used.' No one else was there. Every washer was empty. Finally attendant was able to convince owner, no, there's a problem. 4. Once they admitted to no hot water- I asked repeated they put up a sign NO HOT WATER. Yet they refused , After asking 4 times, I left. They only reimbursed me for the wash. Not the drying, or sap, or my wasted 1.5 hrs. Have to take it all to another laundry to wash properly. 5. another time I noticed all my clothes had a smell. I thought Arm and Hammer detergent-? But no, it was their water- possible health issueDesired Settlement: an additional $3.50 for dryer$25 for time lost (need to wash everything again in hot water. items have a slight smell that they did not prior)A current list of inspected checks to the water quality avail for patrons to see.An apology for trying to lie about no hot water, and for the employee cutting me off from using the last two remaining washers (it was 1pm- she had the rest of the day- I did not.) And lastly, how they plan to handle better customer service in the future

Business

Response:

Launder land - 977 Tamarack Ave, Carlsbad, CA 92008

August 11, 2014

Revdex.com

4747 Viewridge Ave #200

San Diego, CA 92123-1688

Attached is a copy of our response to the complaint filed to your office (ID

[redacted]. I have personally emailed the customer and also sent a copy of the letter to

the address as noted.

I have apologized for any inconvenience the customer may have encountered at

our store, but we cannot control equipment malfunction or failures. It is unfortunate that

the water heater broke down during one of her visits and we refunded her the hot water

cycle wash accordingly. We cannot, however, refund a dry cycle not performed at our

location and the customer refused to speak with my wife when were still trying to

determine the cause of the problem.

Self coin-operated Laundromats primarily operate the same way. When

equipment malfunctions, customers notify us and we resolve operational issues and

provide refunds as required. My wife and I visit our Laundromat locations frequently to

perform preventative maintenance, ensure cleanliness and to resolve any operational

issues. The Tamarack store provides Fluff & Fold service, but is primarily a self coinoperated

store. The fluff & fold attendant does not service any of the equipment and was

trying to assist the customer with the issue that day.

We have invested over $100,000 in new Laundromat equipment at our two

locations in San Diego County, including the new water heater at Tamarack (which was

serviced just one month prior to this incident). Our customer complaint/refund ratio is

very small which is reflective of the way we operate our Laundromats.

Sincerely,

Owner

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.