ComplaintsforDuckstein Restoration

• Initial Complaint

  04/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 2021 Reached out to Duckstein Inc requested they correct the situation concerning clothing which included my wife wedding gown and damaged items. Dustein told me that they contracted the cleaning of clothing out and they offered to have the cloths recleaned to remove the stains. They never arranged a time to pick the clothing up. Instead they closed the case. They only offered to replace one of several broken items. They lost a antique and denied never having it Yet they are so disorganized they sent us items belonging to other people. The antique was 4 channel receiver from 1973. I have more pictures of damaged item which I believe I sent to Duckstein. It was the only item they failed to return from a unique 4 channel stereo system. If they can not remove the stains to compensate for the clothing Duckstein received $43,000 to complete the job of removing items, cleaning items and storing said items.

  Business response

  04/18/2022

  Hello,

  Regarding the contents and claims of the client submitted on April 16, 2022. In October of 2021 we packed back items of the client that had been in our warehouse for storage. Their home had caught on fire months before and suffered water and smoke damage to the structure. The items in question were on a detailed inventory we take when taking out customers belongings.

  Around November 2nd we were contacted by the client in regards to some clothing that was claimed to have been damaged by our drycleaner when it was taken from the home. The client feels a cleaning chemical was used which caused various stains to various items. There was an initial batch of clothing that was in fact sent to the cleaners however the client requested nothing else go to them as she had sensitives to laundry soap other than borax. The cleaners specially bought borax to launder her clothing for this reason. The remainder of their clothing was packed and put in storage without being cleaned at their request. Whether these items were the ones from the drycleaner or the ones we packed and did not clean is uncertain. 

  On 11/2/2021, 11/16/2021, 11/17/2021 (twice) we offered to have the drycleaner come as a courtesy to the client however the client rejected that offer in the attached email. The clients wife emailed me on 11/23/2021 asking for an update of which I explained I had not heard back from her husband regarding his agreement. She agreed to have the items reimbursed as I had listed and I sent a check out. 

  Now over 5 months 4/15/2022 later the client is asking about the clothing again and we had previously settled this claim on 11/23/2021. As for the clothing, the drycleaner was going to clean the items as a courtesy but after 5 months I cannot ask them to honor that same courtesy. Being as the client settled their claim, neglected to respond with approval to have the items cleaned, rejected our courtesy offer, and waited 5 months to follow up I feel we are not responsible. 

  Customer response

  04/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]   Duskstein never came to our address to pick up the clothing in question  As for their claim about their cleaner using harsh  chemicals that are known to cause cancer if not properly removed after the cleaning  Well perhaps they should offer information to the contrary. Since they claimed they recleaned some items ask them if the stains came out  If they claim the stains came out than I ask that they produce to items to the BBB and to us to prove their claim. Further more I have submitted pictures to prove my claim

      They never mentioned the items that they returned broken? They never mentioned the items they gave us that belonged to someone else  These items were sent to us by mistake  They said just to throw the items away because they failed to tag them, They acknowledged having  sent us an item that belonged to someone else only because the tag was still one the item showing the persons name and telephone number  It appeared they wanted us to just keep the item. We called the person to whom the item belonged  They were apparently upset and called Duskstein  The very next day Duskstein came to our address and picked the item in question up. 

      What about the antique of mine that they lost and refused to make right. This is all unprofessional. The business should be ashamed of themselves. 

   

  
  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. ↩