Blazing Saddles

Complaint: ***I am rejecting this response because: their response is not accurate and I fonopt feel that they made reasonable accommodations for me or my family Nor do I feel that we had the choice to stay with the tour They misrepresented themselves when they said they welcomed families on the tour and clearly dos not have the ability to handle as many people as they did I also know that they struggled when I brought these issues up and have very poor ability in handling simple patient requests Their staff may know about bicycles but to say they have a focus on customer service is very misleading I still feel that I was sold a package that I did not fully receive and think that some type of service recovery is warranted There was unprofessional treatment provided to my family which I just cannot tolerate I respectfully request that the complaint consider a service recovery attempt that they can offer my family at this time and in addition that they train their well meaning staff to be able to better handle families Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/10/23) */
Contact Name and Title: *** *** Owner
For years, our little town of 2,people, hosts the Apple Festival every year25,to 35,people flood our town on that dayWe served 1,customers from around 11:or 11:30am to 5:00pm
That is just Food orders only, not including any alcoholic beveragesWe do not officially start serving food until after the parade is finished because we served all the vendors breakfast that morning from 7-9am and were in transition from that to the lunch menuLunch menu serves around or 11:30am depending on the paradeHowever, if customers do come before 11am, as this customer has stated, we don't want to turn them away! We try and accommodate everyone in any way we can even though we were in a transition time and not completely setup for lunch
Yes, the menu was reduced (to apple themed items) from a item, everyday menuThere is no possible way to offer our full scale menu on a Festival day serving that many peopleI spoke to my kitchen staff regarding this issue and they did recalled the couple coming in because it was before actual serving timeThey did admit that they were not completely ready to start serving, because it was not yet 11am and were still setting up for the new menuHowever, they happily prepared the order anywayMy head Chef assured me that they cooked the order properly, as they have done for the past years and was very surprised to read the complaint against them(As you know, a restaurant, has to follow and maintain Food Service & Safety Regulations and are subject to unannounced inspections on routine scheduleMy Kitchen Staff is proud to report that on the numerical scoring system, on a 100-point scale, they have maintained a score of since our grand opening in March )
As for the hamburger buns appearing to be straight out of the fridge, we use a high volume of buns and do not store them in a frozen or moist/cold environment It is kept in an air-tight and dry container at room temp in order to preserve freshnessThe frozen appetizer items are deep fried at degrees for the appropriate times depending in the item in questionFries are less cooking times than, per say, mozzarella stix and are served on our everyday menu and have never had an issue with them before
The credit card used was entered at 10:37am and was for the amount of $for food and drinksThe 10% gratuity was posted on all 1/X menus in big red letters above the types of credit cards we accept(See Attached menu document) Paying a gratuity when you go to a restaurant to eat is proper just etiquetteDepending on your region, to percent is customary as of 2013, according to statisticsWe only charged percent due to the fact we were not able to provide a "full service" environment that day with so many customersMy girls suggested 10% to be fair because they knew there was no way possible to give every customer the full attention they deserved on that busy day
On the following Monday (10-5) I (the owner), was not on the premises when I received the phone callTherefore I asked for a name and number to get back with them when I could investigate the issue and look up their meal ticket & CC informationThey refused to leave any information for me to reach them when I returned to the premisesIf the customer was not satisfied with the meal when they received it, they could have notified any of us wearing a neon green Blazing Saddles shirt, and we would have been happy to address and rectify the problem the moment it was brought to our attentionHowever, no one came forward that day, so we were unaware of any problemsWe do not want an unsatisfied customer to leave our establishment and not have the opportunity to try and work out any issue at hand
Final Business Response /* (4000, 19, 2015/11/06) */
The temperature issue of the food, at this point, is their word against ours, since they did not notify us about their dissatisfaction at the moment they decided it was "cold"The Automatic Gratuity was posted everywhere in big, bright red letters, even right on the menu they ordered fromCredit Card Receipts never reflect the gratuity at the time of the transactionThey are "tipped out" or adjusted at the end of the business day before the settlementThis is the procedure for every credit card ran through the business
The point still remains that the complainant, on apple fest day, exited my establishment as if they were happy customers and never even tried to inform anyone they were supposedly dissatisfied with their mealThey did not give us an opportunity to rectify the issue in a discreet manner, they instead exploited their untrue statements all over Facebook and sent complaints to The Attorney General and the Revdex.comWhen all that was needed, was to notify one of us that day, and we would have been glad to make it right for themThe out come of this situation did not have to go this farAll that was needed was just a little communication that would have saved all the attacks on my business that I have been dealing with for over a monthSeems like a harsh punishment to pay for an unknown issue that could have had an easy solution at the time of the occurrence

To Whom It May Concern,
We have reviewed Ms. [redacted] complaint. As is stated when she purchased the Alcatraz Package, we have a very strict no cancellation/no refund policy. Our staff made every reasonable effort to assist Ms. [redacted] family with bikes that were properly fitted and safe...

for her family. Our staff is always willing to offer adjustments to their bikes and our guides routinely check in with guests along the way to ensure everyone is comfortable on the equipment. While we regret that she decided to leave the tour as our guides were more than happy to have her family enjoy this experience with us, we will not be issuing her a partial refund.
We genuinely hope that her family enjoyed the rest of their trip to SF.
Best wishes, 
[redacted]

To Whom It May Concern,
We have no further information to provide and we stand by our original response to Ms. [redacted] complaint. Thank you for your attention to this message.
[redacted]