Burns Sheet Metal

Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ Contact Name and Title: [redacted] Jr, GM Contact Phone: XXX-XXX-XXXX Contact Email: n/a The customer was given a copy of their contractI regret they were dissatisfiedWe are unavailable on the weekends and evenings to receive payment Payments had previously been taken over the phone which is against policy and the contract they signedWe upheld that policy once we realized it was in violationCustomer was, understandably, unhappy with the perceived "change"This escalated on both sides with our staff mirroring the customers actions and responseI was witness to the visit and interactionI allow my staff to refuse service to any individual that does not treat them well which she did by passing it along to another team member hereI attempted to intervene and calm the situation letting the customer know we would have someone else take their payment so they could collect their things to move outThe response was "NO! She has to take my payment, you will make HER take our payment." That response in itself shows the customer was not being reasonable to deal withWe have run thousands of customers through here and not had an issue like this with our team memberAs the manager my office is open and directly next to this area and the team member involved OFFER: None

Initial Business Response /* (1000, 5, 2015/05/19) */
Contact Name and Title: [redacted] Jr, GM
Contact Phone: XXX-XXX-XXXX
Contact Email: n/a
The customer was given a copy of their contract. I regret they were dissatisfied. We are unavailable on the weekends and evenings to receive payment. ...

Payments had previously been taken over the phone which is against policy and the contract they signed. We upheld that policy once we realized it was in violation. Customer was, understandably, unhappy with the perceived "change". This escalated on both sides with our staff mirroring the customers actions and response. I was witness to the visit and interaction. I allow my staff to refuse service to any individual that does not treat them well which she did by passing it along to another team member here. I attempted to intervene and calm the situation letting the customer know we would have someone else take their payment so they could collect their things to move out. The response was "NO! She has to take my payment, you will make HER take our payment." That response in itself shows the customer was not being reasonable to deal with. We have run thousands of customers through here and not had an issue like this with our team member. As the manager my office is open and directly next to this area and the team member involved.
OFFER:
None.