Device Pitstop of Maple Grove, LLC

Initial Business Response /* (1000, 5, 2015/10/06) */
Upon receiving the complaint via e-mail from the Revdex.com, I (Robert *** General Manager) started an inquiry in-store to find this customer's fileMy findings are as follows:
In regards to a complaint filed against my location, Device
Pitstop *** I looked through our entire system (both digital and paper) and we have no record of ever having repaired the customer's (*** ***) phoneShe's not in our system whatsoeverI then proceeded to call the customer and inquire as to where she had her phone repaired
She wasn't certain but knew it wasn't the *** locationShe also mentioned a "Brad" as the individual she worked with, this is also stated in the complaintWe don't currently, nor have we ever, had a Brad working at this location
When informing the customer that it would be to her benefit to seek out the store that actually did her repair, she told me that she looked at Device Pitstop as "all the same." I informed her that we're actually separate entities and that each individual store handles their own repairs with no affiliation, in that sense, to the others
She told me that she would then file the complaint with the store she had service with and abruptly hung up on me after I had asked her to cancel the complaint as it wasn't us that had done the repair for her
If you would please cancel this complaint so as to leave no record of it against our location, that would be greatly appreciatedWe always resolve all customer issues with our product and services
Please let me know if there's any additional information required as I would be happy to supply it
Sincerely,
Robert ***
General Manager
Device Pitstop ***
Initial Consumer Rebuttal /* (3000, 10, 2015/10/07) */
Please change store to device pitstop in osseo, mn
Final Business Response /* (1000, 12, 2015/10/10) */
We were very sorry to hear that the customers phone was not working correctly after the repairWhen the customer called the store to let us know about the issues one of our technicians spoke to her and offered to replace the phone for herThen I, the store manager, attempted to contact the customer a few times by both email and phone to see how we could make the situation right for herAfter any phone repair at Device Pitstop we cover the phone under our service guarantee in case of any issues following the repair so we would replace the phone for her for freeSince I was unable to reach the customer I left phone voicemails and an email offering to replace the phone for her and purchase her a new iPhone 5S but the customer did not respond to me after that pointI would still be more than happy to replace the phone for the customer due to the issue she had with it after the repairI have attached a screenshot of my attempt to contact the customer via email