Dickey's Barbecue Pit

Initial Business Response / [redacted] (1000, 5, 2016/02/22) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] @ [redacted] The wheels on the customers truck were torqued to 125ft/lbs Aluminum wheels are prone to loosening though not that soon We will have out wrenches looked at and make sure that our employees are reading them correctly The customer called our shop but we were closed due to the storm so I was not able to help him When I did talk to him he did not mention the costs to him in our phone conversation or that he was looking to be compensated He told me that the tow truck didn't show up for about minutes and that him and a friend jacked his truck up, and had a hard time because of the plow being on his truck,and put the wheel on so I assumed there was no charge for the tow truck He said that he only found of the wheel nuts and that he had to get them from a junk yard Had I known that he had to pay for the tow truck I would have reimbursed him with a receipt I realize now that I should have had him bring the truck in to have it looked over and repair the damages We are more than willing to have another garage look at his truck but if there is any work to be done we are willing do the work ourselves Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We received this complaint from the customer “ [redacted] ” at the time of the incident, she was dining in at our restaurant and claimed to have a bone inside of our polish sausageShe approached the manager on duty and said there was a bone in my sausage and I bit down on it and it broke my toothHe then asked for her phone number and email address so our insurance provider could call her to get information on the incidentShe was not happy with this and wanted our manager [redacted] to give her cash from our register to pay for her broken toothWe apologized and informed her that we have insurance for customer related injuries and would have to follow the correct protocol for thatWe then immediately contacted our insurance adjuster [redacted] to handle the claim [redacted] then interviewed myself, and the store manager [redacted] about what happened at the restaurant [redacted] informed us she would then get in contact with the customer to interview her and they would make an determination from thereI followed up with [redacted] on June 29th to find out the status on the claim and she said she has left messages and emails for the claimant and has been unsuccessful with getting ahold of herThis customer has continued calling us about the issue but still has not responded to our insurance adjusterIf she would like to have this case taken care of she needs to call [redacted] at ###-###-#### and refer to claim number 316912-GF

Initial Business Response /* (1000, 5, 2016/02/22) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***@***
The wheels on the customers truck were torqued to 125ft/lbs
Aluminum wheels are prone to loosening though not that soon
We will have out wrenches looked at and make sure that our employees are reading them correctly
The customer called our shop but we were closed due to the storm so I was not able to help him
When I did talk to him he did not mention the costs to him in our phone conversation or that he was looking to be compensated
He told me that the tow truck didn't show up for about minutes and that him and a friend jacked his truck up, and had a hard time because of the plow being on his truck,and put the wheel on so I assumed there was no charge for the tow truck
He said that he only found of the wheel nuts and that he had to get them from a junk yard
Had I known that he had to pay for the tow truck I would have reimbursed him with a receipt
I realize now that I should have had him bring the truck in to have it looked over and repair the damages
We are more than willing to have another garage look at his truck but if there is any work to be done we are willing do the work ourselves
Initial Consumer Rebuttal /* (2000, 8, 2016/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

John C*** of Alpine Water has maintained our well and water system for our home, for more than years He rates A+!!! His work is exceptional!!

We received this complaint from the customer “***” at the time of the incident, she was dining in at our restaurant and claimed to have a bone inside of our polish sausageShe approached the manager on duty and said there was a bone in my sausage and I bit down on it and it broke my toothHe
then asked for her phone number and email address so our insurance provider could call her to get information on the incidentShe was not happy with this and wanted our manager *** to give her cash from our register to pay for her broken toothWe apologized and informed her that we have insurance for customer related injuries and would have to follow the correct protocol for thatWe then immediately contacted our insurance adjuster *** *** to handle the claim*** then interviewed myself, and the store manager *** about what happened at the restaurant*** informed us she would then get in contact with the customer to interview her and they would make an determination from thereI followed up with *** on June 29th to find out the status on the claim and she said she has left messages and emails for the claimant and has been unsuccessful with getting ahold of herThis customer has continued calling us about the issue but still has not responded to our insurance adjusterIf she would like to have this case taken care of she needs to call *** *** at ###-###-#### and refer to claim number 316912-GF

I am rejecting this response because:
Good morning ***, I just spoke with *** regarding my late reply (I was out of state and unable to read emails) and she said to send my response to youI just read the message from the business (Dickey's), 90% of what is stated is untrue. I never asked for money from *** the Host at that time. I asked that he also give me the name of their insurance carrier and who would be contacting me. He would not give me that information and just stated Manual SDirector of Operations would take care of thisNot one person from this company has tried to contact me. I save all my messages, I am the only one who answers this lineI have left a message with *** *** this morning because she will not be in today, per her voice mailI am shocked and disappointed that they would resort to outright lies and misrepresentationIf *** every called my number she never left a message because I would still have itMy tooth was cracked in several places and the pain was due to particles irritating the nerves and I am already out of pocket over I will be waiting for ***'s callIs this how they treat their customers by slandering their reputation?? Sincerely, *** *** ###-###-####

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

This issue arises from a misinterpretation of a loyal card "free sandwich" redemption. One of my employees mistakenly thought that a customer must purchase an item valued at $or more to redeem a free itemThis was the first and only time this type of mistake occurred with
a loyalty cardIn the past, we did not require our customers to purchase anything to redeem a free item. When I learned of the complaint, I attempted to reach out to the customerI left several phone messages for the customer to call me back but when I did not hear back, I sent him an email response on 6/1/15. My email response is below:Thank you for your feedback. I am so sorry to hear about the unpleasant experience you had with us when using your loyalty card. It was my faulty for not clarifying to my staff about how the loyalty program works. As there is a $minimum purchase requirement to receive a loyalty stamp, some of my staff members thought that applied to the "Free Drink" or "Free Sandwich" redemption as well. I have explained to my staff that a purchase is NOT required to redeemed a free item indicated on the loyalty card. Again, I apologize for this error. We will use this as a learning opportunity to provide a better dining experience for you and for all our customersWe hope you give us another chance to make it right. I would like to send you 3 Free Barbecue Sandwich Coupons for your trouble. Please reach out to me with your address by calling *** or ***@outlook.com.Please keep in mind this issue arises from a misinterpretation of a free sandwich redemption valued at $6.50. Despite our best efforts to reach out to the customer to rectify the issue, he has continued to post negative reviews on Yelp, Facebook, Dickey's corporate office, and now the Revdex.comUnfortunately, we cannot "make it right" if the customer will not respond to us

We did talk to Mr*** and refunded a little bit of the money for approximately people We feel that this matter has been resolved with Mr***. Rob

I have reached out to the consumer and have told her that I don't have her money Her order was cancelled through our system I've attempted to reach out to her times and she won't call me back She was told to dispute the charge with her credit card company The consumer
didn't call us until weeks after