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Business Profile

Laundry

Pine Lake Laundry

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Laundry.

Complaints

This profile includes complaints for Pine Lake Laundry's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pine Lake Laundry has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I dropped a king sized comforter off to be washed on 1/20. I picked it up on 1/21. The comforter had a strange smell and texture. I took it back the same night. The attendant agreed it didn't smell or feel right and said they would rewash it. I picked it up again on 1/23. It was even worse shape. It was obviously left in the dryer too long. The fibers had melted and clumped together. It went from artificial fur like fabric, soft and fluffy to scratchy clumpy wool feeling. I asked to speak to the Manager, there was no manager, the attendant was refusing to give me the name and number of anybody in charge. I told her I wasn't leaving so she called who I guess was the owner and handed me her phone. He would not agree to meet me or have anybody else meet with me. He only offered to refund the cleaning fee. After insisting they need to reimburse me he told me a Manager would be there at 8am on 1/24. I went to the store and no manager. The attendant that was there identified herself as the Asst **** She tried blaming me, the comforter, the fabric, etc. Again they would not admit their wrong doing even though the attendant the night before admitted she had dried it for 1 hour which is WAY too long. I even brought the pillow case with me to show them how it is supposed to look and feel. I throw the pillow cases it in with towels, rugs and other linens, I throw it in the dryer and give it no special attention and it was nice and soft like it is supposed to be. She would only refund the cleaning fee. This comforter was only about 1 yr old and is now completely ruined. I have never had a cleaner not assume responsibility and have such rude staff. I wasn't going to ask for full reimbursement, but they should reimburse me something because now I have to go buy a new comforter for my daughter who has sensory issues.

      Customer Answer

      Date: 02/10/2025

      Business has agreed to pay me for the comforter they ruined

      Business Response

      Date: 02/12/2025

      ***** ***** manger contacted the customer and reached a resolution. We agreed to compensate the $50 and win the customer back. Customer is now satisfied. Thanks 

      Customer Answer

      Date: 02/12/2025

       
      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

      Date:02/27/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 2nd, I dropped off a dress shirt, tie, and a two-piece ******* **** suit at your establishment. Upon returning on February 20th to collect my garments, I noticed that the suit jacket was missing. The attendant informed me that I could take the items, and she recorded a video and assured me that she would contact the owner, *****. When I inquired about the next steps, she explained that ***** would investigate the matter at the main location and get in touch with me. She mentioned that if the missing item couldn't be located, arrangements would be made for a replacement. However, as of now, I haven't received any communication regarding this issue. I have contacted the company 3 times and they keep tilling me that are giving the owners messages but I have not been contacted.

      Business Response

      Date: 03/01/2024

      Good afternoon ********, I would like to start off by apologizing for the missing item and delayed response from our team. During the time of your complaint we were transitioning between supervisors the issue was miscommunicated to new team. Mistakes are inevitable but its how we deal with them that matters. I reached out to you this afternoon when I got your voicemail and left you a voicemail as well because I couldnt get a hold of you. We would like to come to a resolution as soon as possible to close out this case and win you back as a customer. Please text or call me. Thank you very much, looking forward to speaking with you.

    Pine Lake Laundry is NOT a BBB Accredited Business.

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