05/11/16Revdex.com of Western PA [redacted] ***Dear Revdex.com,This letter is in response to your letter dated 4/26/with ID number [redacted] .The customer information identified on your customer experience information worksheet is not someone I am familiar with or believe I have dealt withIt is, however, noted in the body of the statement of problem that "...in my fiancees face" so I will assume Ms [redacted] is filing the complaint on behalf of Mr [redacted] ***, who I have spoken with on several occasions regarding this incident As a point of clarification, the incident in the complaint actually took place on Sunday 4/24/16.In the customer's statement of the problem, I would respectfully disagree with how the incident was recounted based on my conversations with Mr***While the context of what occurred is contained in the recounting, I do not believe that this accurately represents the sequence of events that occurred that morningHaving said that, there is no question that one of our managers acted inappropriately in handling this situation with Mr***He had an opportunity to work towards a resolution of the problem and chose instead to escalate the situationI believe it was the combination of poor choices by this manager, in conjunction with Mr [redacted] escalating the tone of the conversation, which resulted in the directive to leave the store and subsequently the call to the police as a last resort to diffuse the situation.We could go on at length discussing what should have happened but the reality is both parties made poor choices resulting in a volatile situation in a retail store environmentBoth parties involved also had the opportunity to diffuse the situation by removing themselves from the environment or leaving the storeThe reason the police were called was a last resort to diffuse the situationMr [redacted] had that choice as well and chose to stay engaged and play a role in escalating what was occurring to an unacceptable stateIt is not my intention to blame Mr [redacted] for what happenedHowever, I do feel it is important to note that both parties played a role in what occurred.After speaking with Mr [redacted] on Sunday afternoon, I did tell him I would get back to him in hours, not in hours as stated in the complaintIt did in fact take me hours to call him back, in part due to the additional complaint made to Ace corporateI apologized to him on the phone for the delayIn fact, I apologized multiple times to Mr [redacted] for what he went through that morning at the store as well as the difficulty had following the incidentI contacted the police to make sure no further action would be taken and to confirm that the matter was closed with them and would not be a matter of public recordI communicated this to Mr [redacted] in our second conversationI also communicated that this didn't absolve us of responsibility for our role in this incidentOur manager used very poor judgment regarding his actions that morningThis is not representative of how we run our business or treat our customers.As far as the desired settlement noted on the complaint "apology and use of equipment" I would suggest that an apology for what occurred has been made multiple times by myself on behalf of the business and as the one who ultimately has to be responsible for what occurs in my storeIf a written apology is desired, I would suggest this response would sufficeIf an apology from the manager involved is desired, that is not an option at this point as it is an ongoing personnel issueAt the time of my conversations with Mr***, it was very clear to me that he was not interested in returning to our store any time soon, if at allThis position is completely understandable but is why I did not offer at the time, or would I be comfortable offering now, use of the rental equipment.Multiple complaints to multiple sources and outlets have been made by, or on the behalf of, Mr [redacted] regarding this incidentWhile I certainly understand Mr***'s position and anger over the way he was treated, it would have been preferable to resolve this without the extensive public airing of only one side of what occurred that morningAs an alternative, I will send to Mr [redacted] and Ms [redacted] at the address of record on the complaint $in Visa gift cards that can be used at another rental outlet to help offset the cost of the equipment Mr [redacted] intended to rent.I will again apologize for what occurred that morning in our storeAs I expressed to Mr***, I take these matters very seriously and truly feel terrible for what happened and how he was treated by one of our managers.Sincerely, Greg [redacted] G***Owner/General Manager
05/11/16Revdex.com of Western PA [redacted] ***Dear Revdex.com,This letter is in response to your letter dated 4/26/with ID number [redacted] .The customer information identified on your customer experience information worksheet is not someone I am familiar with or believe I have dealt withIt is, however, noted in the body of the statement of problem that "...in my fiancees face" so I will assume Ms [redacted] is filing the complaint on behalf of Mr [redacted] ***, who I have spoken with on several occasions regarding this incident As a point of clarification, the incident in the complaint actually took place on Sunday 4/24/16.In the customer's statement of the problem, I would respectfully disagree with how the incident was recounted based on my conversations with Mr***While the context of what occurred is contained in the recounting, I do not believe that this accurately represents the sequence of events that occurred that morningHaving said that, there is no question that one of our managers acted inappropriately in handling this situation with Mr***He had an opportunity to work towards a resolution of the problem and chose instead to escalate the situationI believe it was the combination of poor choices by this manager, in conjunction with Mr [redacted] escalating the tone of the conversation, which resulted in the directive to leave the store and subsequently the call to the police as a last resort to diffuse the situation.We could go on at length discussing what should have happened but the reality is both parties made poor choices resulting in a volatile situation in a retail store environmentBoth parties involved also had the opportunity to diffuse the situation by removing themselves from the environment or leaving the storeThe reason the police were called was a last resort to diffuse the situationMr [redacted] had that choice as well and chose to stay engaged and play a role in escalating what was occurring to an unacceptable stateIt is not my intention to blame Mr [redacted] for what happenedHowever, I do feel it is important to note that both parties played a role in what occurred.After speaking with Mr [redacted] on Sunday afternoon, I did tell him I would get back to him in hours, not in hours as stated in the complaintIt did in fact take me hours to call him back, in part due to the additional complaint made to Ace corporateI apologized to him on the phone for the delayIn fact, I apologized multiple times to Mr [redacted] for what he went through that morning at the store as well as the difficulty had following the incidentI contacted the police to make sure no further action would be taken and to confirm that the matter was closed with them and would not be a matter of public recordI communicated this to Mr [redacted] in our second conversationI also communicated that this didn't absolve us of responsibility for our role in this incidentOur manager used very poor judgment regarding his actions that morningThis is not representative of how we run our business or treat our customers.As far as the desired settlement noted on the complaint "apology and use of equipment" I would suggest that an apology for what occurred has been made multiple times by myself on behalf of the business and as the one who ultimately has to be responsible for what occurs in my storeIf a written apology is desired, I would suggest this response would sufficeIf an apology from the manager involved is desired, that is not an option at this point as it is an ongoing personnel issueAt the time of my conversations with Mr***, it was very clear to me that he was not interested in returning to our store any time soon, if at allThis position is completely understandable but is why I did not offer at the time, or would I be comfortable offering now, use of the rental equipment.Multiple complaints to multiple sources and outlets have been made by, or on the behalf of, Mr [redacted] regarding this incidentWhile I certainly understand Mr***'s position and anger over the way he was treated, it would have been preferable to resolve this without the extensive public airing of only one side of what occurred that morningAs an alternative, I will send to Mr [redacted] and Ms [redacted] at the address of record on the complaint $in Visa gift cards that can be used at another rental outlet to help offset the cost of the equipment Mr [redacted] intended to rent.I will again apologize for what occurred that morning in our storeAs I expressed to Mr***, I take these matters very seriously and truly feel terrible for what happened and how he was treated by one of our managers.Sincerely, Greg [redacted] G***Owner/General Manager