ComplaintsforSunlight Cleaning Centers

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my 1 year old Queen sized *** ***** comforter to Sunlight Cleaners at **** **** ********* **** for dry cleaning, for which I was charged $35.37. Payment was required up front, which was paid. I was required to sign a statement limiting their responsibility for damage, however the ambiguity of it did not cover excessive damage. Also, the woman at the counter was unable to give me a copy. I picked the comforter up on Tuesday, June 4 and she displayed the huge gash with the filling spilling out on the front. There was an additional 18 inch rip on the comforter in the fold where it was hanging (pictures attached). She said "I was going to call you when I noticed a bit of fraying, they took it and I didn't expect them to start on it so soon". I was not aware of any fraying. She did not call me. If she had really taken the time to inspect it, and called me as she said, I'd have picked it up right then. Whoever "they" were that took it for cleaning, also took no care in its handling. This result is not caused by "a bit of fraying". There was no one on site with authority to speak to, so I am submitting this to the BBB as there is no other alternative. The comforter will cost more than $260 to replace, and that does not include the cost of the matching pillows purchased separately. I thank you for your time and assistance in resolving this fairly.

  Business response

  06/05/2024

  Dear Ms. *********,

  I am writing in response to Complaint ID ******** in regard to the comforter that was allegedly destroyed by our partner during the dry cleaning process. According to my store manager you were made aware of the fraying along the edges/seams of the comforter. At the time my employee was told that it should be fine. We have all of our customers sign a Sunlight Release for comforters in the event of the filling shifting, rips previously present or fraying at the edges. This does not mean that we will not work with our patrons when given the opportunity. At the time of pickup when you saw the shape of the comforter you basically told my employee, "I guess you aren't liable because of the signed release" (paraphrasing) and decided to leave our establishment without giving us the chance to remedy the situation. We always strive to do our best and provide the best of service when given the opportunity. After speaking with our partner dry cleaner and hearing their assessment of the product it was made for certain that the comforter was fraying at the edges and that this outcome was possible. We have not been in business for this long by not taking care of our customers, we strive to do our best since it is our patrons that keep us in business and keep my employees and myself employed. We can give you some sort of compensation in accordance to the International Fabricare Institute's Fair Claims Guide. Please let me know how you would like to proceed. 

  Sincerely,

  ****** *****, ******* *******

  Business response

  06/11/2024

  Dear Ms. *********,
  

  I am writing in response to Complaint ID ********. I'm sorry to hear that you feel this way. It was certainly not my intention to upset you in this manner. According to the International Fabricare Institutes Fair Claims Guide a comforter that is a year old has a fair market value as follows:

  Poor Condition @ 45% equals $117

  Average Condition @ 60% equals $156

  Excellent Condition @ 70% equals $182

  We are willing to compensate you over what the fair market value is for an average condition 1 year old comforter at a value of $200 plus the cleaning cost of $35. In total we can send a check in the amount of $235 which is the absolute best we can do. Please provide a current mailing address so that we can send a check out ASAP. We apologize for the inconvenience this may have caused.  

  Sincerely,

  ****** ***** - **

  Customer response

  06/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. The check for $235 may be mailed to *** ****** ***** ********* ****** I thank you all for your roles in resolving this situation fairly.
  
  Regards,
  
  ***** *********

*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. ↩