I tallked to Mrs [redacted] about her experience with us at the Alamo Drafthouse Park North She is a very loyal customer with us and frequents the theater on a regular basis There was indeed a mistake with the server returning the incorrect credit card to Mrs [redacted] She was sent a gift card with the amout of here bill as compensation We have reviewed our procedures with the servers to ensure that this does not happen again as well as talked with the management team to ensure the situation is handled to the satisfaction of our guest Mrs [redacted] and her husband were guests with us on Friday night We took care of their movie and food to compensate for the additional charges she incured due to the situation I have followed up with Mrs [redacted] this morning and she is satisfied with the resolution to her problem Thank you for your help and assistance to insure our guest are taken care ofThank you again, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***
I tallked to Mrs*** about her experience with us at the Alamo Drafthouse Park North She is a very loyal customer with us and frequents the theater on a regular basis There was indeed a mistake with the server returning the incorrect credit card to Mrs*** She was
sent a gift card with the amout of here bill as compensation We have reviewed our procedures with the servers to ensure that this does not happen again as well as talked with the management team to ensure the situation is handled to the satisfaction of our guest Mrs*** and her husband were guests with us on Friday night We took care of their movie and food to compensate for the additional charges she incured due to the situation I have followed up with Mrs*** this morning and she is satisfied with the resolution to her problem Thank you for your help and assistance to insure our guest are taken care of. Thank you again,***
I tallked to Mrs*** about her experience with us at the Alamo Drafthouse Park North She is a very loyal customer with us and frequents the theater on a regular basis There was indeed a mistake with the server returning the incorrect credit card to Mrs*** She was sent a
gift card with the amout of here bill as compensation We have reviewed our procedures with the servers to ensure that this does not happen again as well as talked with the management team to ensure the situation is handled to the satisfaction of our guest Mrs*** and her husband were guests with us on Friday night We took care of their movie and food to compensate for the additional charges she incured due to the situation I have followed up with Mrs*** this morning and she is satisfied with the resolution to her problem Thank you for your help and assistance to insure our guest are taken care of. Thank you again,***
Initial Business Response /* (1000, 5, 2015/08/31) */
Contact Name and Title: Eric ***, Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@cdecollisioncenters.com
Mr*** contacted us about some issues that he had with the repairs on his CruzeUpon inspecting the vehicle, he
pointed out the touched up scratches and an area where the paint was blended from the repairs that looked incorrectCDE agreed to correct the incorrect blendAfter trying to buff the panel while he waited, it was determined that it needed to be repaintedWe offered Mr*** a rental for the day for his inconveniences but he refusedThat correction was made inside the same business day and the vehicle was delivered back to Mr*** with no further concerns related to the repairs completedAs far as the touched up areas, we believe that the touched up areas may have come from Carmax and may have never been noticed since the vehicle was just recently purchasedWhile we were outside inspecting the vehicle, Mr*** pulled up the photos from when the vehicle was first inspected by his insurance companyThe photos are low resolution so it is hard to see any small touched up areas, however in one of the corner photos, the touch up on the mirror is visibleWhile looking at the photos on the phone in the parking lot, Mr*** agreed that the touch up was visible, but continued to insist that CDE damaged and touched up the rest of the vehicleThe touch up color is too dark for the vehicle and is consistent among all of the touch upsWe assured Mr*** that it did not happen here and if it had, we would have fixed the scratches properlyIt was explained to Mr*** that even if we did damage his vehicle and decided to use touch up, the color would have matched much better as we would have used the color we used to paint the lower portion as well as the touch up would have had a smear of clear over the top of it to protect the color as we use a water based paint and it is not durable without being covered by clearThe paint that was used to touch his vehicle up is a single stage lacquer based paint that is glossyAt that point Mr*** left then came back stating that the touch up on the mirror was no longer visible in the original photo when viewed on a computer screenSo we reviewed and the touch up was in fact visible and was confirmed by multiple staff members of CDEAfter further conversation he asked for our supervisor's phone number and left the shopAfter contacting our supervisor and our supervisor explaining the same as the shop did in person, Mr*** proceeded to cuss him outOur supervisor ended the call only to have Mr*** call him back and continue to cuss him out, this process repeated multiple timesMr*** then created a fake Facebook account under the name Justin Brown and started to barrage all of our pages with negative posts"Justin" was questioned about his experience as he was not a known customer of oursHis response was, "you know who I am, I've spoken with your supervisor, he was very rude and could not help me." He then asked for the CEO's contact infoIt was not given out on Facebook but it is available on our websiteMr*** then got a hold of the CEO of CDE Collision Centers and held conversation with himAfter some ongoing conversation, it was offered to Mr*** to re-touch up and buff the scratched areas as a favor to Mr*** for trusting us for his repairs originally in exchange for removing the posts that he made on FacebookMr*** denied any knowledge of the postsAll of the above happened on Friday, 8/14/Mr*** wanted to come by Saturday for the rework, unfortunately we do not have any technicians staffed on Saturday, and the best we could offer him was MondayHe then wanted to go to the location in Hammond; however they did not have the paint that was used to repair the vehicle, so that option was not availableHe was not satisfied with this option and said he will turn it over to his lawyerOver the weekend another Facebook account was created under the name Sam Mette to comment on Justin Brown's posts as well as to repost the same comments that Justin Brown had been postingSince Mr*** was unwilling to cease and remove the posts that he was making, CDE was forced to delete the posts as well as ban the users from our pagesMr*** has made no further contact with CDE
OFFER:
CDE can touch up and buff the areas that were previously touched upIt should be noted that with all touch ups, the repaired area will still be visible
Initial Consumer Rebuttal /* (3000, 8, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There offer to repair the scratches would be nice but since they damaged my car and would not fix there damageI tried to fix the main big scratch on the rear bumper and by doing so I buffed the clear coat off around the scratchSo now the rear bumper needs to be repaintedThat would of been the proper way to fix there damageSince I'm not a professional and was trying to fix it this happenedYes I cussed at there supervisor because he was being very rude and would not take care of there problemAnyone would be highly upset with the condition the car was returned inIf they are willing to repaint the back bumper and give me a rental for the time they have my car I'll forgive the other scratches and just live with themOther wise I'm going to have to take legal actionIt's not right what they did and how they treated meI had my new car for a month and it didn't have a single scratchOnly one paint chip on passenger doorI looked the car over very carefully before I dropped it off to cdeIf they want to do the right thing and take care of the damage they can contact meXXXXXXXXXX
Final Business Response /* (4030, 11, 2015/09/02) */
UPDATE, Mr*** contact our supervisor todayIn his text, he stated he received our offer of re-touching up the scratchesHis counter offer was to have us repaint his rear cover and not touch any of the othersCDE stated that the offer was as originally statedMr *** then said that the scratch on the rear cover was bothering him so much, that he tried to buff it out him selfIn the process of him buffing the rear cover, he burned through the outer layer of clear coat causing a halo type ring around the touch upThe only fix for that now is to have the rear cover repaired and painted, which is of no fault to CDEAt this time no additional repairs have been authorized by CDE or Mr ***
I tallked to Mrs [redacted] about her experience with us at the Alamo Drafthouse Park North She is a very loyal customer with us and frequents the theater on a regular basis There was indeed a mistake with the server returning the incorrect credit card to Mrs [redacted] She was sent a gift card with the amout of here bill as compensation We have reviewed our procedures with the servers to ensure that this does not happen again as well as talked with the management team to ensure the situation is handled to the satisfaction of our guest Mrs [redacted] and her husband were guests with us on Friday night We took care of their movie and food to compensate for the additional charges she incured due to the situation I have followed up with Mrs [redacted] this morning and she is satisfied with the resolution to her problem Thank you for your help and assistance to insure our guest are taken care ofThank you again, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***
I tallked to Mrs*** about her experience with us at the Alamo Drafthouse Park North She is a very loyal customer with us and frequents the theater on a regular basis There was indeed a mistake with the server returning the incorrect credit card to Mrs*** She was
sent a gift card with the amout of here bill as compensation We have reviewed our procedures with the servers to ensure that this does not happen again as well as talked with the management team to ensure the situation is handled to the satisfaction of our guest Mrs*** and her husband were guests with us on Friday night We took care of their movie and food to compensate for the additional charges she incured due to the situation I have followed up with Mrs*** this morning and she is satisfied with the resolution to her problem Thank you for your help and assistance to insure our guest are taken care of. Thank you again,***
I tallked to Mrs*** about her experience with us at the Alamo Drafthouse Park North She is a very loyal customer with us and frequents the theater on a regular basis There was indeed a mistake with the server returning the incorrect credit card to Mrs*** She was sent a
gift card with the amout of here bill as compensation We have reviewed our procedures with the servers to ensure that this does not happen again as well as talked with the management team to ensure the situation is handled to the satisfaction of our guest Mrs*** and her husband were guests with us on Friday night We took care of their movie and food to compensate for the additional charges she incured due to the situation I have followed up with Mrs*** this morning and she is satisfied with the resolution to her problem Thank you for your help and assistance to insure our guest are taken care of. Thank you again,***
Initial Business Response /* (1000, 5, 2015/08/31) */
Contact Name and Title: Eric ***, Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@cdecollisioncenters.com
Mr*** contacted us about some issues that he had with the repairs on his CruzeUpon inspecting the vehicle, he
pointed out the touched up scratches and an area where the paint was blended from the repairs that looked incorrectCDE agreed to correct the incorrect blendAfter trying to buff the panel while he waited, it was determined that it needed to be repaintedWe offered Mr*** a rental for the day for his inconveniences but he refusedThat correction was made inside the same business day and the vehicle was delivered back to Mr*** with no further concerns related to the repairs completedAs far as the touched up areas, we believe that the touched up areas may have come from Carmax and may have never been noticed since the vehicle was just recently purchasedWhile we were outside inspecting the vehicle, Mr*** pulled up the photos from when the vehicle was first inspected by his insurance companyThe photos are low resolution so it is hard to see any small touched up areas, however in one of the corner photos, the touch up on the mirror is visibleWhile looking at the photos on the phone in the parking lot, Mr*** agreed that the touch up was visible, but continued to insist that CDE damaged and touched up the rest of the vehicleThe touch up color is too dark for the vehicle and is consistent among all of the touch upsWe assured Mr*** that it did not happen here and if it had, we would have fixed the scratches properlyIt was explained to Mr*** that even if we did damage his vehicle and decided to use touch up, the color would have matched much better as we would have used the color we used to paint the lower portion as well as the touch up would have had a smear of clear over the top of it to protect the color as we use a water based paint and it is not durable without being covered by clearThe paint that was used to touch his vehicle up is a single stage lacquer based paint that is glossyAt that point Mr*** left then came back stating that the touch up on the mirror was no longer visible in the original photo when viewed on a computer screenSo we reviewed and the touch up was in fact visible and was confirmed by multiple staff members of CDEAfter further conversation he asked for our supervisor's phone number and left the shopAfter contacting our supervisor and our supervisor explaining the same as the shop did in person, Mr*** proceeded to cuss him outOur supervisor ended the call only to have Mr*** call him back and continue to cuss him out, this process repeated multiple timesMr*** then created a fake Facebook account under the name Justin Brown and started to barrage all of our pages with negative posts"Justin" was questioned about his experience as he was not a known customer of oursHis response was, "you know who I am, I've spoken with your supervisor, he was very rude and could not help me." He then asked for the CEO's contact infoIt was not given out on Facebook but it is available on our websiteMr*** then got a hold of the CEO of CDE Collision Centers and held conversation with himAfter some ongoing conversation, it was offered to Mr*** to re-touch up and buff the scratched areas as a favor to Mr*** for trusting us for his repairs originally in exchange for removing the posts that he made on FacebookMr*** denied any knowledge of the postsAll of the above happened on Friday, 8/14/Mr*** wanted to come by Saturday for the rework, unfortunately we do not have any technicians staffed on Saturday, and the best we could offer him was MondayHe then wanted to go to the location in Hammond; however they did not have the paint that was used to repair the vehicle, so that option was not availableHe was not satisfied with this option and said he will turn it over to his lawyerOver the weekend another Facebook account was created under the name Sam Mette to comment on Justin Brown's posts as well as to repost the same comments that Justin Brown had been postingSince Mr*** was unwilling to cease and remove the posts that he was making, CDE was forced to delete the posts as well as ban the users from our pagesMr*** has made no further contact with CDE
OFFER:
CDE can touch up and buff the areas that were previously touched upIt should be noted that with all touch ups, the repaired area will still be visible
Initial Consumer Rebuttal /* (3000, 8, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There offer to repair the scratches would be nice but since they damaged my car and would not fix there damageI tried to fix the main big scratch on the rear bumper and by doing so I buffed the clear coat off around the scratchSo now the rear bumper needs to be repaintedThat would of been the proper way to fix there damageSince I'm not a professional and was trying to fix it this happenedYes I cussed at there supervisor because he was being very rude and would not take care of there problemAnyone would be highly upset with the condition the car was returned inIf they are willing to repaint the back bumper and give me a rental for the time they have my car I'll forgive the other scratches and just live with themOther wise I'm going to have to take legal actionIt's not right what they did and how they treated meI had my new car for a month and it didn't have a single scratchOnly one paint chip on passenger doorI looked the car over very carefully before I dropped it off to cdeIf they want to do the right thing and take care of the damage they can contact meXXXXXXXXXX
Final Business Response /* (4030, 11, 2015/09/02) */
UPDATE, Mr*** contact our supervisor todayIn his text, he stated he received our offer of re-touching up the scratchesHis counter offer was to have us repaint his rear cover and not touch any of the othersCDE stated that the offer was as originally statedMr *** then said that the scratch on the rear cover was bothering him so much, that he tried to buff it out him selfIn the process of him buffing the rear cover, he burned through the outer layer of clear coat causing a halo type ring around the touch upThe only fix for that now is to have the rear cover repaired and painted, which is of no fault to CDEAt this time no additional repairs have been authorized by CDE or Mr ***
The report does not state was the repair at the dealer actually was, is there any way we could get a copy of that repair from the dealer?