Complaints

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The laundry business charges extra coins in the machine for hot water they don't have at all in the building. They are allowing homeless people to bring in wet clothes and put straight into dryer. There is not one person that works there that speaks English day or night. The floors and machines are disgusting. I washed my clothes there three times until I realized the water was ice cold when I paid for hot. I wanted a refund as I pulled my clothes out soaking wet to wash someplace else and could not figure out why my clothes before smelled like gear oil. So nobody could understand me when I went the next to get a refund once translated the person working said no no no and called security . I explained to him. At that point the worker taped a handwritten sign onto window saying no hot water. This is a place where you wash your clothes, people drop their clothes off to be cleaned . How do they sterilize the place? So here's my problem. My dog has a bacterial infection all over her body. We could not figure out why her hair was falling out withing the last three wks. Now we know. Her blankets were washed in that dirty grey water in COLD WATER . No germs or f**** skin etc was washed and sterilized. There's no hot water. I have the vet bills to show the pictures of my animal and a statement from the Dr if need be. I want my vet bills paid for the hair loads the bacterial infection on my dog and the money I spent there. The last three visits. The days I had to take off of work to care for my dog, the laundry soap I used, fuel costs, a new pet bed and blankets .

  Business response

  01/23/2023

  Hello, here are the facts of the situation:

  She came to wash on Sunday at 7:50 pm, a boy accompanied her.  She put her clothes in washing machines #s 12, 22 and 34. She did not have any dog clothes or beds as per the video.  
  

  At 8:06, she exchanged bills for coins and began to add the coins to number 34, she gave her two caps of detergent and there she realized that we did not have hot water and she stopped the washing machine so that the water would continue to run and look for an attendant. Unfortunately the attendant was on their lunch break.
  At 8:24 she returns and takes her clothes out of washers 12 and 22; 
  At 8:31 she tries to talk to the attendant;  but attendant doesn't understand her and he takes her to the attendant area to speak through the translator on his phone, but she gets annoyed by that and no loner talks to him. Then they take out the clothes from machine 34 manually wrings them out and leaves. 
  
   The next day, Monday the 9th, she arrived at the laundry to request a refund at 1:03 pm, there was a different attendant there who did not see her washing any clothes and was unaware of the previous days situation. There was also a language barrier and my attendant thought she was trying to scam her out of money (which occurs daily in that community), so she denied a refund.

  Here are more facts

  1. We do not charge extra for hot water. We do charge more for extra time. 

  2. We do not allow anyone to use our dryers for free without first paying for a wash.

  3. Unlike most laundromats, we are always attended, (unless on break or lunch), we do this to keep the store and the machines clean, which we do a great job of it daily.

  4. We never called the police or security. The customer made voluntary contact with the security guard on her own.

  5. My attendants have never seen this customer before that specific day.

  6. We did have a week long issue with hot water as our boiler repair company was unable to get there sooner. The issue was rectified within a week.

  7. We will offer a full refund of the washers she used if she contacts us via email at *****************************

  And finally

   This "customer" used racial slurs and profanity towards my employees. She told my employees that you are "stupid Mexicans" and that "she couldn't be in charge because she was Hispanic". We will not allow verbal or physical abuse to our employees under any circumstances, as such, this person is no longer allowed in our establishment.

   

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