El Rey

Thank you so much for extending our deadline for submitting our rebuttal and supporting evidence. You will find our statements below and the links to the videos in our dropbox below. Please do not hesitate to contact me for any questions. Manager on duty - William
C***: To the best of my recollection, the evening in question this gentleman was approached by *** at 2:a.m and told that he had minutes left in which to finish his drink and to exit the building. At 2:a.m *** approached him again and stated that we were in fact closed for the evening and he needed to leave. The patron became belligerent and started belittling *** while using profanities. *** seeing that this patron could not be reasoned with took what remained of his drink from him, at most 1/glass of margarita, and disposed of it. This patron was then escorted from the premises prior to 3:a.m. The patron who was escorted out had two others with him, who did not finish their drinks either, however they left without finishing them and did not insist on being able to stay to finish their drinks. GM Roger B***: ** *** called EL REY on Sunday afternoonHe explained to me that he was sold a pitcher of margaritas just before last call, without any notice that the bar would be closing shortlyHe said that then within a few minutes the lights were turned up and our security staff took his still 2/full pitcher awayHe said he asked to speak to the manager, but no one would get the manager for himI told him that our policy is that after last call and lights turning up, guests are all asked to move to the inside bar area and allowed minutes to finish their drinksThen a minute warning is issued before drinks must be clearedI apologized to him if our staff did not adhere to this policy and offered him a round of drinks or gift certificate on his next visitHe refused both, saying his bad experience made him not want to return, but requested that I refund him for the pitcher purchasedI told him that I wouldn't be able to do that without a more thorough investigation of the events in question, video footage review, etcHe said that we wanted me to proceed on this and that if I wasn't willing to do anything about it, he would contact Revdex.com or "whatever agency monitors restaurants," to report usI told him he was free to do what he felt was appropriate, but that I would investigate nonetheless.I then reviewed the video footage and spoke to Will, who was manager on duty, and the security guard involved in the incidentAfter reviewing the video and getting their accounts, it seemed that *** *** had received multiple requests by our staff to finish his drinks over the span of about a minute periodThe drink that was taken from him was a margarita glass about 1/2-1/full, not a pitcherAlso, he did speak to Will, the manager at the time of the incidentWhen I went to call back *** *** and explain that I wouldn't be able to issue a refund, I realized that I didn't have a call back number for himI stand by Will in saying that we do not offer refunds on drinks that aren't finished well after last call, especially when adequate time and notice was given to the patron

Complaint: ***
I am rejecting this response because:The account is obviously falsifiedIf you were to review video evidence it would support my characterization of the eventsIn no way did I become "belligerent", considering I was sober and within my rightsAdditionally, I was never allowed to speak to a manager and no one would address my very legitimate concernsAt least 2/of the pitcher was left, and we were given no notice on last callAs I stated before, "Mr***" simply wanted to "go home" and that is why we were forced out without consultationIf you think this rises to the level than I would gladly file an official complaint with the proper authoritiesIt is unnacceptable for businesses like El Rey to treat customers the way that they treated me, and even more so to misrepresent the events and straight up lie about their service practicesNO MANAGER MADE THEMSELVES AVAILABLE, EVERNO ONE GAVE THEIR NAMEAND THE PERSON WHO ASSAULTED ME DID NOT EVEN WAIT FOR ONE SENTENCE TO GET OUT OF MY MOUTH BEFORE DOING SOIF ANYTHING, HE SEEMED TO BE INTOXICATEDThe follmanager had all of my information, but of course did not conduct any sort of investigation into his own staffAgain, any video evidence of that night would support my characterization so I am not sure why they would claim the oppositeBut apparently stealing from regular customers is just fine with them.
Regards,
*** ***

Thank you so much for extending our deadline for submitting our rebuttal and supporting evidence. You will find our statements below and the links to the videos in our dropbox below. Please do not hesitate to contact me for any questions. Manager on duty - William
C***: To the best of my recollection, the evening in question this gentleman was approached by *** at 2:a.m and told that he had minutes left in which to finish his drink and to exit the building. At 2:a.m *** approached him again and stated that we were in fact closed for the evening and he needed to leave. The patron became belligerent and started belittling *** while using profanities. *** seeing that this patron could not be reasoned with took what remained of his drink from him, at most 1/glass of margarita, and disposed of it. This patron was then escorted from the premises prior to 3:a.m. The patron who was escorted out had two others with him, who did not finish their drinks either, however they left without finishing them and did not insist on being able to stay to finish their drinks. GM Roger B***: ** *** called EL REY on Sunday afternoonHe explained to me that he was sold a pitcher of margaritas just before last call, without any notice that the bar would be closing shortlyHe said that then within a few minutes the lights were turned up and our security staff took his still 2/full pitcher awayHe said he asked to speak to the manager, but no one would get the manager for himI told him that our policy is that after last call and lights turning up, guests are all asked to move to the inside bar area and allowed minutes to finish their drinksThen a minute warning is issued before drinks must be clearedI apologized to him if our staff did not adhere to this policy and offered him a round of drinks or gift certificate on his next visitHe refused both, saying his bad experience made him not want to return, but requested that I refund him for the pitcher purchasedI told him that I wouldn't be able to do that without a more thorough investigation of the events in question, video footage review, etcHe said that we wanted me to proceed on this and that if I wasn't willing to do anything about it, he would contact Revdex.com or "whatever agency monitors restaurants," to report usI told him he was free to do what he felt was appropriate, but that I would investigate nonetheless.I then reviewed the video footage and spoke to Will, who was manager on duty, and the security guard involved in the incidentAfter reviewing the video and getting their accounts, it seemed that *** *** had received multiple requests by our staff to finish his drinks over the span of about a minute periodThe drink that was taken from him was a margarita glass about 1/2-1/full, not a pitcherAlso, he did speak to Will, the manager at the time of the incidentWhen I went to call back *** *** and explain that I wouldn't be able to issue a refund, I realized that I didn't have a call back number for himI stand by Will in saying that we do not offer refunds on drinks that aren't finished well after last call, especially when adequate time and notice was given to the patron

Complaint: ***
I am rejecting this response because:The account is obviously falsifiedIf you were to review video evidence it would support my characterization of the eventsIn no way did I become "belligerent", considering I was sober and within my rightsAdditionally, I was never allowed to speak to a manager and no one would address my very legitimate concernsAt least 2/of the pitcher was left, and we were given no notice on last callAs I stated before, "Mr***" simply wanted to "go home" and that is why we were forced out without consultationIf you think this rises to the level than I would gladly file an official complaint with the proper authoritiesIt is unnacceptable for businesses like El Rey to treat customers the way that they treated me, and even more so to misrepresent the events and straight up lie about their service practicesNO MANAGER MADE THEMSELVES AVAILABLE, EVERNO ONE GAVE THEIR NAMEAND THE PERSON WHO ASSAULTED ME DID NOT EVEN WAIT FOR ONE SENTENCE TO GET OUT OF MY MOUTH BEFORE DOING SOIF ANYTHING, HE SEEMED TO BE INTOXICATEDThe follmanager had all of my information, but of course did not conduct any sort of investigation into his own staffAgain, any video evidence of that night would support my characterization so I am not sure why they would claim the oppositeBut apparently stealing from regular customers is just fine with them.?
Regards,
*** ***