ComplaintsforSoapie's cleaners

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Soapies took in my shearling coat with genuine mink collar for cleaning in November 2023. The cleaners tag # is ******. The coat was returned and the mink collar was missing. The cleaners claim it was destroyed in cleaning but they did not give me any fur pieces back. I can also see that the fur was cleanly cut from the coat, which has me questioning what exactly happened. They offered to replace the collar with cheap fake fur fabric which is unacceptable. The value of the coat is approximately $1,800. The cost to repair is at least $375 (replacement mink fur and labor.) This is a vintage coat, so there's no similar item on the market. I asked for money back so I can take the coat to a furrier and fix it and they refused. Then one of the employees laughed in my face and tore off the cleaning tag from the coat, physically removing the evidence. After that, I called the police and filed a report. I also have all evidence photographed (including the tag that was taken by the store employee.) ********** also has body camera evidence of the conversation. I am willing to take the business to court and sure for damages but before I do that I was wondering is BBB has a way to settle my complaint with the business and get me the money needed to repair the piece.

  Business response

  12/11/2023

  Hello, this is Soapies Cleaner's owners, ******* and *********************. We strive to consider and do our best for all customers who trust us with their garments, putting ourselves in their position.
  
  ************************ has been a long-time customer, and she came to tell us how delighted she was to purchase a vintage family jacket for $50 at a thrift store. Then, she requested our cleaning service. However, during the cleaning process, it was discovered that the leather jacket had not been well-maintained over the years, resulting in fur on the collar being damaged. We informed the customer of the issue and offered to repair the damaged part, to which ************************ agreed.
  
  While we were preparing to fix it, her daughter came to our store, visibly upset. From what I understood, the daughter claimed to have bought the jacket for $2,000 and demanded $500 in cash. She created a disturbance, called the police, used offensive language, made false statements to ruin our business, and refused any negotiation.
  
  When we tried to contact our customer, ************************, to resolve the matter, she insisted that the jacket wasn't hers and asked us not to contact her. Despite requesting her daughter's contact information to amicably resolve this matter, there has been no response from ************************.
  
  In the midst of this, we received a letter from BBB's customer experience containing information about her statement. We would like to resolve this situation amicably, either by making the repairs or offering the requested amount. However, we want and hope the negative review she posted maliciously can be removed.

  Customer response

  12/12/2023

   
  Complaint: 20949565
  
  I am rejecting this response because: the business did not offer any solutions to remedy the problem and I disagree with their description of the situation as it is only partially true. I did call the police to the premises - the reason for that was one of the employees forcefully removing the cleaners tag from my coat, possibly attempting to tamper with evidence. Both their and mine assessment of the situation has been recorded by **************************. Case #**-010924. Police had bodycams so the entire interaction can be reviewed.

  The initial value of the coat does not matter in this case - what matters is the refusal of the business to return it to the original condition and how much it cost me to repair it. H33333**0363439303638H declined making any agreements with me and did not want to negotiate any terms. I did not ask for cash back to me - I wanted them to cover the repair costs since they themselves were either unable to unwilling to repair. The only repair option that was offered to me was fake fabric fur. The original collar was genuine mink fur - and H33333**0363439303638H did not offer to seek for such a fur themselves nor they let me discuss an option where I purchase the fur and they do the repair. I took the coat to a different place to repair - I've included a receipt from the place. The cost to repair the damages done by ******'s is $475.

  I do not demand any cash from the business for myself - I only want them to cover the cost of the repairs. If they can pay directly to the other vendor (information is included on the attached receipt), I'll be fine with that, they do not have to pay me.

  As for my mother, *******************, yes, she was a client of the place for 20 years and the one who took the coat there for me. I'm suprised she was treated the way she was treated (given the damaged coat back and not offered any options to remedy the situation.) She is refusing to use the business ever again and she does not want to ever talk to them. I would prefer any further communications to go through H363137393**8313831H or through my lawyer until the situation is resolved.

  Sincerely,
  
  *****************

  Business response

  12/20/2023

  We are very sorry about the situation that we have caused. We would like to pay for the repairs for the inconvenience. Please contact us about the payment information.

  Customer response

  01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Hi! I do accept the business's response. They offerend to pay for damages and that's what I was looking for. I hope they will fulfill the promise. Thank you for your help with this matter.
  
  Sincerely,
  
  *****************

  Customer response

  02/28/2024

  Complaint: ********
  
  I am rejecting this response because: Hi! I filed a complaint #******** and it looked as if it was resolved. I asked the business to pay for the damages they caused. They damaged my shearling coat with genuine mink collar and refused to repair it. After BBB intervention ******'s agreed to pay for the repairs and the complaint was closed. I found a repair company that fixed the coat and I just forwarded all the bills to ******'s. However, now ******'s refuse to pay the repair company as they insist the issue is between myself and them and they want to pay me directly instead of paying the repair company. I do not agree as I do not want any of their money. All I want is to get my coat back and I think they should pay the repairing company directly. I would appreciate you stepping in and helping me out. I do not want ******'s paying me - I want them to pay the repair company. I do have all the bills from the repair company - $600 in total, and I have screenshots of Soapie's texts, telling me they do not want to pay the bills, they want to give the money directly to me. I'm sure it would cause a lot of legal trouble if I accept cash from them. I do not want it - I only want them to pay the repair bills. I kindly request you reopen the case and contact Soapies again to make sure they follow through on their promise to pay for the repairs. Thank you.   
  
  Sincerely,
  
  **** Repp    

  Business response

  03/10/2024

  We, the owners, at ******'s Cleaner want to apologize to customer for the ordeal. We wanted to compromise with just paying directly to the customer, but was denied. We would like to offer a company check of $600 in the name of the customer. If not accepted, we will go to pay the invoice directly at the repair company's store. We don't want to cause the customer anymore hassle. If there are any problems about the issue, please contact us using BBB. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩