Complaints

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  sometime in early June of this year we took a bedspread to Burke Cleaners in *********. When we got it back it had been melted in a couple of places from being dried to hot. We called the ************ and they had us deliver it to the Milan drop off location and was told the office would be getting in touch with us to reimburse us for our lost. admitting that it was their fault. we waited about a month and had heard nothing. called again and got the run around. when they finally got back to us they wanted to know if we still had the sales slip from when we bought the bedspread. we told them no because it had been a couple of years but we only used it in the winter and spring and had wanted it cleaned before putting it away till next fall. we had told them we had got it at ******** before it closed in *********. put hadn't started using it for a couple of years. It was not a cheap bedspread. they told us they would figure out what it was worth and send us a check . After several more calls and more excuses we got a check yesterday for $22.98 I tried to call today and got the run around again and was told someone would call back, as usual no return call. the amount of check is not anywhere near enough to cover for there ruining our bedspread. $75.00 would be more like it. any help would be appreciated.

  Business response

  09/30/2024

  We have received notice of the complaint regarding Ms. ********** blanket.  We started a claim for the item on July 10, 2024.  Ms. ******** did not respond to the claim as requested.  Our claims follow the American National Standard Fair Claims Guide for Consumer Textile Products for determining replacement value.  Value is determined by the item's expected life and current age. Blankets have an expected life of 5 years.  After conducting our own research, it was determined this blanket had fully exceeded its expected life.  Based on the age of your item, your claim and refund was issued in the amount of $22.98.  We are very sorry about your experience and appreciate your patience and understanding.

  Customer response

  10/02/2024

   
  Complaint: 22351385
  
  I am rejecting this response because: Yes, the bedspread may have been over 5 years old but was only used in the last two winter seasons. it was a high quality and had only been cleaned once and that was by Burkes . if they had not ruined it, we are sure it would have lasted many more *******. once again it was not a cheap bedspread, or we would not have spent the money to have it cleaned!   
  
  Sincerely,
  
  ***** ********

  Business response

  10/03/2024

  Burke Cleaners considers this claim to be closed.  It was resolved according to industry standards set forth since 1961 by the American National Standard Fair Claims Guide.  It should be noted the American National Standard Fair Claims Guide developers consulted the Council of Better Business Bureau as well as several other industry groups in its development and implementation.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was charged $34.58 to simply put a zipper on my coat on 6/21/24. I am both a State employee and Active member of military branch. This charge seems excessive and highly over priced. I have been a loyal customer for years and recommended several other customers to this company. I am highly disappointed and could have had this same service done by my employer for free. I called at least 4 other similar business and was quoted prices to replace a zipper for $14.50 minimal. I will not patronize this organization again and notify all of my Military affiliates to not do business here in the future.

  Business response

  06/25/2024

  We have received the complaint regarding ***********************.  The customer had a heavy-duty zipper replaced in a uniform jacket for $32.32 plus tax.  The pricing is consistent with current demand.  We have had hundreds of orders completed at the same price.  This a false complaint regarding any advertising issues as this is the same charge Burke Cleaners has had for at least the past three years.  Additionally, we placed a name patch on the garment on at no charge.  Burke Cleaners considers this claim closed.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took a duvet cover to Burke Cleaners to be cleaned. When it was done, I along with *************** (employees at 18th St Bett location), saw it was newly stained. It was cleaned & returned 4 times and it is still stained. Burke Cleaners actually left a note on the item that states verbatim Sorry, this is the best that can be done without causing damage to the garment. Burke Cleaners had already caused damage to the product so this made no sense. I provided a receipt from when we purchased the duvet cover per the request of ***************, & they informed me the owner is not willing to reimburse me for damaging the duvet cover. The duvet cover was purchased for $194.I attempted to contact the owner, ***************************, numerous times, but his voicemail is full & other employees (*******) are unwilling to provide his cell phone.These new owners are using the Burke name & this is not how ***** Burke would have handled this clear mistake made on Burkes behalf.My expectation is that they reimburse me $194 or order me the exact same duvet cover, Im not trying to get over on anyone in this

  Business response

  04/09/2024

  We have received notice of the complaint regarding Mr.Striplings duvet cover that was cleaned in March 2024.  We have started a claim for the item.  Our claims follow the ************************** Fair Claims Guide for Consumer Textile Products for determining replacement value.  Value is determined by the item's expected life and current age. Duvet covers have an expected life of 3 years.  Per documentation you have provided, the duvet cover was purchased in December 2019 for $193.99.  Your cover has fully exceeded its expected life.  Based on the age of your item, your claim and refund will be issued in the amount of $49.35.
  Please allow 5-7 business days to process your claim.  We are very sorry about your experience and appreciate your patience and understanding.

  Customer response

  04/09/2024

   
  Complaint: 21545453
  
  I am rejecting this response because:

  The garment was in perfect condition prior to it being damaged by Burke. Regardless of the life expectancy, this is simply bad business and not how the Burke family would have handled it. Also, *** attempted several times to get in contact with the new owner, ***************************, and he *********** not return my calls/message. A reimbursement of a fraction of the cost is offensive and avoiding having a conversation about the issue is not a morally decent thing to do.

   

  Ive also still not been refunded for the cost of the actual service which damaged the garment in the first place, which should be the easiest and least debatable piece to this.

  
  Regrettably,
  
  ***************************

  Business response

  04/10/2024

  Burke Cleaners considers this claim to be closed.  It was resolved according to industry standards set forth since 1961 by the ************************** Fair Claims Guide.  It should be noted ******** Claims Guide developers consulted the Council of Better Business Bureau as well as several other industry groups in its development and implementation.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My finance ********************* dropped off an **************** MA-1 Bomber jacket for me to get cleaned. The dry cleaner tore a hole in the satin of the coat and ruined (removed) the screen print on a tag that they failed to remove prior to dry cleaning and *** instructions on the garment. We contacted the business and have been given the run around in attempting to resolve the issue. First they claimed we had the wrong business. Then, after going in person, they agreed it was there fault and only offered store credit for future dry cleaning or a repair. There is not enough fabric on the coat to repair, therefore a path would need to be used. Neither of these are appropriate resolutions according to the Fair Claims Guide that is enacted by the *** and the law dry cleaners are supposed to the customer. I have attempted to point this out to them, but they have stopped communication. I need someone to help me get compensation according to the outlined compensation schedule in the ***s Fair Claim Guide for Consumer Textile Products for the damage. I am not seeking more than the law allows but they are not complying at all with the law. Also the the ************************************************************************************************************* detriment to the consumer. The replacement cost of the cost is $200 as I clearly pointed out and is listed on the website. The schedule given the condition on the coat is 25% depreciated. Burke Cleaners owes me $150. They are wanting a receipt for the coat, but according to the Fair Claims Guide for Consumer Textile Products; I do not have to provide, nor do I have anymore as I did not foresee it being destroyed.

  Business response

  10/31/2023

  On October 2, 2023, Burke Cleaners received notice of ******************** complaint (#********) to the Better Business Bureau.  This claim was resolved by the parties' mutual agreement on October 25, 2023.  Burke Cleaners considers this claim to be closed.

  Customer response

  11/01/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dropped Biltmore Estates Brand down comforter and 2 shams off at ********* location to be cleaned in early March. Picked up on 3/16 and zipper on sham was damaged, Returned on 3/17 and was sent to be fixed. Picked up following week and zipper was replaced but now the sham has a hole. Told then to call corporate office. After numerous phone calls throughout the rest of March that ***** (who I later found out is one of the owners) would call me back. She never did. I was told by ****** on March 27th that the hole would be patched and since you would notice it I would receive some sort of settlement. To replace this set (It was purchased as a set and the same pillow sham is not available) it would be $500. I was told that ***** would call me the next week. On April 5th I called corporate because again ***** had not called me and was told she was out. On April 7th I again called and once again ***** was out and was told they would have her call me Monday 4/10. By noon, there was no call so I called and she was out to lunch and she would call by 2:00. Around 3:30 my husband found out that there STILL had been no call and he called corporate demanding that ***** call me. Around 4:00 ****** called (her husband and owner) asking what was going on & I told him. He told me the sham is at ********* location and that I was being ridiculous thinking I would receive any type of settlement. I picked the sham up and the hole had never been repaired and I received a refund for dry cleaning one pillow sham. I want a replacement of the entire set because it was purchased as a set. AND an apology from the Owners for ruining my bedding and for giving me the run around....POOR *****************

  Business response

  10/31/2023

  Burke Cleaners received a notice of complaint from BBB regarding ****************** on October 23, **************************************************************** March 2023.  According to our records, ****************** returned the pillow cover with claims of damage to the zipper.  According to our records, the zipper pull tab was missing.  As a courtesy, it was repaired at no charge and returned to *******************  ****************** brought back the pillow cover a second time with claims of a small hole. Our seamstress carefully reviewed the fabric and determined it was unrepairable due to the fragility of the fabric. Furthermore, the seamstress noted other areas of thinning fabric on the item.  ****************** stated the bedding was 8 years old.  The Fair Claims Guide for Consumer Textile Products published by the ************************************* establishes an expected life of 2 years for pillow covers.  This item had exceeded its expected life by 4xs over. 
  We determined the cause of the hole to be normal wear and tear and the item had simply reached its end of life.   We repaired the zipper and refunded the cleaning charges.  ****************** states the refund only covered one case when in fact it was refunded as two cases. 
  We do apologize that you feel as though you received mixed communication regarding the claim.  We have reinforced our policy to respond in writing to all claims to avoid confusion in the future.

*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. ↩