Captian Bill's

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
When I had called ahead 2 weeks priot to the date, I had said that I have 3 adults, my 5 year old son, and my daughter.  So clearly, when I had made those reservations they should have already known thatr I had at least 5 people, not including the new guest that had shown up on that day.  Also when they had taken the resrvations and had asked if they had high chairs, in which they did state they did, they should have known that I needed something that needed to be bigger than just a booth.  Clearly this [redacted] refusal to listen to what a customer has to say whether positive or negative, shows his lack of customer service skills, and also a lack of empathy.  Yes I did state that there should be a child changing station, especially if it is a child friendly environment, that way mothers/fathers can be able to change their children in dignity without the chance of getting germs via sink or other areas of the bathroom.  However this was just a suggestion not an order.  Also, by epressing my thoughts about my daughter and the care for my daughter is what a true father should do, and for all of their children.  That as a parent should be our number one priorities.  But, if they had looked at their reservation carefully or had written it down correctly they again would have saw that I had placed a reservation, I had 3 adults, a 5 yr old, and a 7 month old, that clearly would show that I needded more than just a booth.  Yes, I did get the refund for my meal, as I had received the day after I gad submitted the original complaint.  However, the way this [redacted] is acting, and by basically calling me a liar, and not caring for me as a customer, I would like a full redund for our meal.  Especially after I had complimented in the beginning of our conversation that I had taken my wife their for our anniversary and was very happy with his establishment. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Pursuant to the complaint I have no further information to provide. As stated the guest made a reservation for 4 and arrived with 5 plus an infant I listened to his complaint and as a gesture of goodwill refunded his brunch. his assertion that there were other tables(larger) available is completely false.  He obviously received our check which he made an issue of in his first complaint but did not mention in his followup. His claims, other than being seated at a booth do not merit further action.

Review: My fiance [redacted] and I had booked a wedding for this year August [redacted] 2015 at Captain Bills. However, about the first week in January we had gone down to Captain Bills to cancel the wedding because we felt that we would not be able to pay it off in time. The business [redacted] told us that he could not give us the deposit we left which totaled 3000 dollars he was only able to give us money that we paid through out the year leading up to the date. Then he told us the only way we can get the money back is if somebody else wants our wedding date and books it. My fiance and I thought we had no other choice so we asked him if we could push the wedding back which he agreed to and the new date is now August [redacted] 2017. We dont want to get married there and have the reception there anymore and wish to receive a refund of our 3000 dollars back from Captain Bills.Desired Settlement: Full refund of our 3000 dollar deposit back.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I recently went to Captain Bills on June [redacted], in which I had reservations for 4 people plus my daughter that is 7 months. My friend ended up bringing her son with her that made for a total of 5 ppl, plus my 7 month old. We was sitted at a booth that held 4 ppl, and I was given a chair at the end of the booth, with my daughters high chair. I had to eat my food, with the plate on my lap, because there was not enought room on end of table, and my faughter was trying to grab my food which was warm/hot, so I did not want her to burn herself or grab something and place into her mouth and possibly choke. While this was going on I also had to constantly move my chair as other customers were coming in and around my area. Meanwhile I saw that there was other tables that had 5 chairs or more that wasnt being occupied. I had asked about it and they said they was reserved. Before we had left those same tables was still there unused. I had called that evening to speak to [redacted] who has stated he had been doing this for over 16 years. In which when I started to address the issue he started to give me negative feedback. I also explained about eating my food on my lap and about my daughter in which he said I was reaching for things and that my daughter wouldnt do that. I also had explained there was no changing table in the bathrooms, and said that if this is a kid friendly establishment they should have changing tables, in which he said that my daughter should be able to not get food on her. I explained a changing table is for changing diapers, and that my wife had to place my daughter on possible [redacted] sink, and was not health hygienic, and he said I was going off the subject and grabbing for straws. Not only was he being very negative to me, he called me a liar, was raising his voice at me, and said after he promised to give 31 back that I was not considered as a customer since he was giving me my money back. Its a week later and still have not received anything back.Desired Settlement: Because he does not seem like a man of his word, instead of just the 31 dollars he owes, I would like to be refunded back for the whole portion of the meal. Which was for 133. This type of behavior for a [redacted] is unacceptable and should not be tolerated. The fact that I was trying to make a complaint to him and he did not want to hear my feedback, nor did he want to hear my proposed idea for him to have a changing table in the bathrooms, is clearly a person who does not care.

Business

Response:

I am writing in response to a customer complaint #[redacted]

On Sunday June ** 2014 [redacted] had made a Brunch reservation for 4 guests for our popular Sunday buffet brunch. When he arrived he was not a party of 4 but of 6 including a baby. We were sold out which occurs most Sundays. Based on his reservation for 4 we had reserved a booth / table to accommodate that number(4).

The [redacted] on duty [redacted], attempted to seat the larger group at the only available booth that could possibly hold the 5 adults and the child. The surrounding tables that [redacted] said were available were rerserved for the correct reservation number and were fully sat and occupied during our brunch. This was verified by my [redacted] and hostess. We had no additional space and did our best to accommodate this group.

After speaking to the guest on the phone I gathered that he was searching for any and all reasons to add to his dissatisfaction that he had more people in his party than he had planned.

The guest was very agitated and kept talking about his daughter and his concern for her eating food from his plate forcing him to eat off his lap. He then questioned why there were no baby changing tables available. He finally got around to the point that he thought a refund was due for his meal because he could not or did not want to place his plate on the table. I agreed to send him a refund in spite of the fact that his discomfort was of his doing by showing up with more guests than he had reserved to a sold out brunch. I directed our bookkeeper on Thursday (the following day after his phone contact with me) to create a check for the price of one adult brunch plus NYState Sales Tax and it was mailed out on Saturday July * (July * being a holiday with no mail) I personally

signed the check and know it was picked up by the US Postal Service on Saturady July*. Finally after 45 years in the Hospitality business I have never called or would I call someone a liar. In the future I would recommend [redacted] to get his facts straight and reservations too!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

When I had called ahead 2 weeks priot to the date, I had said that I have 3 adults, my 5 year old son, and my daughter. So clearly, when I had made those reservations they should have already known thatr I had at least 5 people, not including the new guest that had shown up on that day. Also when they had taken the resrvations and had asked if they had high chairs, in which they did state they did, they should have known that I needed something that needed to be bigger than just a booth. Clearly this [redacted] refusal to listen to what a customer has to say whether positive or negative, shows his lack of customer service skills, and also a lack of empathy. Yes I did state that there should be a child changing station, especially if it is a child friendly environment, that way mothers/fathers can be able to change their children in dignity without the chance of getting germs via sink or other areas of the bathroom. However this was just a suggestion not an order. Also, by epressing my thoughts about my daughter and the care for my daughter is what a true father should do, and for all of their children. That as a parent should be our number one priorities. But, if they had looked at their reservation carefully or had written it down correctly they again would have saw that I had placed a reservation, I had 3 adults, a 5 yr old, and a 7 month old, that clearly would show that I needded more than just a booth. Yes, I did get the refund for my meal, as I had received the day after I gad submitted the original complaint. However, the way this [redacted] is acting, and by basically calling me a liar, and not caring for me as a customer, I would like a full redund for our meal. Especially after I had complimented in the beginning of our conversation that I had taken my wife their for our anniversary and was very happy with his establishment.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Pursuant to the complaint I have no further information to provide. As stated the guest made a reservation for 4 and arrived with 5 plus an infant I listened to his complaint and as a gesture of goodwill refunded his brunch. his assertion that there were other tables(larger) available is completely false. He obviously received our check which he made an issue of in his first complaint but did not mention in his followup. His claims, other than being seated at a booth do not merit further action.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I am not a person that makes false claims, not do I lie about businesses or other things to get free stuff. What I speak of is the truth. I was a [redacted] in the retail and food business for about 24 years. One thing I have always distinguished myself as, is a person that pushes hard for customer service and for good customer relations. After all, its the customers that provide us income and allows a business to have employees, to basically exist. I try to speak to this [redacted] in a positive tone, in which he had already started off in a negative tone, like I was bothering him. He thought that I was just going to be one of those customers that would just go away. Normally I would let things go, but when someone says that I make false claims, and basically tells me a liar, and who puts down my daughter, then yes I get a little defensive. Yes, I should have taken pictures of the open seats that were in the back so that way I could prove what I saw. But for this [redacted] to be acting the way he is, and instead of letting this resolvement end, he wants to still call me a liar, which is not the way you act when running a business. I have never treated a customer this way in all my years of management, nor would even think of allowing myself to be that way. But, again you should never put down a customers family member or call them a liar. Rule number one in any business Customer is always right...regardless of the situation. I do apologize for my feelings being put in the way, but again when someone disrespects any of my family members, then my emotions do get in the way. The only reason why I am asking for the full amount of 133 refund, is because of what he has put me through, and for disrespecting my daughter, and disrespecting me. Will I go back to his establishment, no I will not. Will I tell my friends to not go, yes I will. His type of behavior is unacceptable. Even for me giving him a suggestion of placing a changing table in his bathrooms, he took offense. That is not how you handle a customers suggestion. So I ask that I get refunded for the whole check of 133. Thank you for your time in resolving this dispute.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,