ComplaintsforThe Great American Laundromat

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 17, 19, 20, and 22, 2024 I have been a customer for over 2 years. Up until this week, I had only dealt with ***, a pickup and delivery driver. He was efficient, kind, and conscientious. **************** oriented. *** moved out of state recently and was replaced by an older white man who resents dealing with women. He refuses to do his job. I called the owner, ***********************, to explain what was going on, hoping to get some resolution. Instead, **** accused me of lying- stating that his employees work hard and why am I not more grateful or something along those lines- I was in shock from being called a liar, I didn't hear all of what he said after that. It took 3 days to get them to pick up my laundry. I put in 3 requests for pickup. It was finally picked up- I was polite and said thank you.Getting my laundry returned has become a challenge. Apparently there was a problem with payment. I did not get a phone call. I did not get an email. I did not get a text message. When I called and asked where my laundry was, the woman who answered hung up on me when I told her who I was. So I called *********************** again, I explained that I had rec'd no info on my laundry eta, he told me about the payment issue. I asked why I hadn't been contacted- it was a simple matter of transferring some money- he claimed that i had not responded to phone or text messages. When i explained that I had not rec'd either of them, he called me a liar AGAIN.When I asked if he made a habit of treating all of his customers like assholes(?), he stated, quote, "Only the ones like you." He then failed to explain what he meant by 'people like me'.Its clear to me that this man discriminates against women. And if he discriminates against women, who else does he discriminate against? I'm genuinely curious about this. I want an answer to this question.

  Business response

  04/30/2024

  This customer has created problems for our company since she began using our service. We have had complaints of stealing personal articles of clothing, returned laundry not being dry, and not picking her laundry up on time. The issue that generated this complaint was as follows. Customer signed up for a laundry pickup. When we went to pick up her laundry it was not on her porch and she did not respond to text or phone calls. My driver went by her location three times that day in order to see if she had put out her laundry. She signed up the next day and we had the same issue as the first day. He went by two times that day and with know response to the calls or texts. That night she called me and rudely said my driver was a liar and and I was a poor businessman. I told her she could sign up for the next day and she did. This time she responded to the text and had her laundry ready for my driver. We professionally completed her order as we complete all our laundry orders. We do not return laundry until it is paid which is done automatically through our online software. The customer did not pay(she locks her credit card) so her laundry was not delivered. She called our store and when the attendant told her she could not help her because it was above what she is allowed to do the customer began to yell at her. She again called me and was very upset about her laundry not being delivered and I explained it would not be delivered until she paid her bill. She has been using this service for quite some time so she knows exactly how the process works. When she finally unlocked her card the payment processed and her closing was delivered the next business day. I do not tolerate verbal abuse of my employees. This customer has been banned from our business.

  Thank you

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