Emerson Prew, Inc.

September 9, 2015Revdex.comViewridge Ave#San Diego, Ca92123-1688RE: ** ***To Whom:Thank you for informing us of your experience at our South Bay property with the Resident ManagerI'm sorry that your stay was less than pleasantThe matter has been addressed with the Resident Manager and a reprimand was issued along with some suggestions on how it should have been handledWe take customer service very seriously and appreciate being advised when these situations occursothat we can address them.As I stated in the previous response, although the manager showed poor judgement in the wording he chose to use, I do not feel at this time that a refund is warranted.Again, thank you for taking the time to let us know.Sincerely,*** Human Resources

Response to Customer Issue for *** ***:Our apologies for the short delay in responseWe do appreciate you reaching out to us on thismatter.The first interaction with *** *** by the corporate office occurred in late JulyShe called in and mentioned her issues with both the
Cockroaches and Bed BugsShe also mentioned the staff took minutes to check her room and only offered her a 5% discount on her stay and the staff was rude.This call was received by the corporate office multiple weeks after the initial issue (July 4th).Once she called in, the issues were investigatedRetum calls were done on August 10th, August 22nd, August 24th, and August 31nNone of those calls were received by Ms*** and messages were left.She mentioned she works during the week and it may be difficult to reach her.In the conversation we had over the phone, she did not mention that she did not stay in the room that night after complaining about cockroachesIn our documentation of her stay, the initial complaint was only of cockroaches in the room but in the morning, the complaint became about cockroaches and bedbugsUpon investigating her complaint, the manager at the property said our Maintenance man and Head House Keeper (both trained in detecting Bed Bugs) did not find any cockroaches or bed bugs in the roomShe brought a bug into the front desk to prove her claim but the bug was in a melted plastic cup and appeared to be deadThe room where she stayed (#108) did not have complaints of cockroaches or bed bugs before her stay nor has there been complaints of bed bugsor cockroaches since her stayOur professional pest company (Isotech) has no record of there being anyissues with bed bugs in that room going back years (2009)Our room service record shows that theMs***' check in time was a little before Ipm and her initial complaint of cockroaches occurred a little after midnightShe had access to the room and was able to use its facilities for at least hoursand did have that room available to her until llam the following day.She was given the discount in order to attempt to please the guest but since no evidence of bugs was found, no other compensation was considered or given at the timeWe continue to hold thisstance.We are sorry for any inconvenience we may have caused her but we do not believe it is justified to give the customer a full refund after having used the room.Sincerely,*** ***

RE: ID #10764398*** *** ***To Whom:This guest has stayed at our South Bay property off and on since With each stay, he registers many complaints and always wants the corporate phone numberHis last stay of 8/9/is the only time that he has contacted our corporate office.His complaint
of the buzzing in his TV was not made to the office until the next morningThe motel was full when he checkso it may not have been possible to have moved him even if he had complained about the tv upon check-inHe was accommodated by moving to another roomHe wanted another room facing the same side which we were able to doThe manager, ***, explained that the buzzing in the tv's has been an ongoing thing since he has been at the property and that it might have something to do with the AT&T towersMr*** stated that all the motel policies should be explained to all the guests at check inThis does not make sense as not all motel policies pertain to guests.There was no mention of his key card not working in the door to his roomIf he had told the front desk, he would have been issued a replacement key or maintenance would have gone to the door to investigate the issue.When Mr*** called me, it was very difficult to hear him but I told him that I would investigate and call him backI was not able to call him back until the next day but told him that after I spoke to management and staff at the motel, I did not feel that a comp room was justifiedHe was accommodated regarding the buzzing of his tw and moved to another room in the same area per his request.Mr***'s statement from *** of “nobody is twisting your arm” was addressed with ***Although the choice of wording was unfortunate, the statement was not made in a threatening mannerI have spoke to *** regarding his choice of wording.Although we appreciate Mr***'s patronage, I am puzzled as to why he continues to stay at a property where he continually complains of various issuesWe take customer service very seriously and this property has a very good staff who go out of their way to help a customerI am also puzzled as to what the “unethical business operations” are that are referred to in the complaintIf I felt his complaint was justified, I would have authorized a refund of his money.If you need any further information regarding this matter, please feel free to contact me.Sincerely,*** ***E-Z Motels, Inc.

September 9, 2015Revdex.comViewridge Ave#San Diego, Ca92123-1688RE: ** ***To Whom:Thank you for informing us of your experience at our South Bay property with the Resident ManagerI'm sorry that your stay was less than pleasantThe matter has been addressed with the Resident Manager and a reprimand was issued along with some suggestions on how it should have been handledWe take customer service very seriously and appreciate being advised when these situations occursothat we can address them.As I stated in the previous response, although the manager showed poor judgement in the wording he chose to use, I do not feel at this time that a refund is warranted.Again, thank you for taking the time to let us know.Sincerely,*** Human Resources

RE: ID #10764398*** *** ***To Whom:This guest has stayed at our South Bay property off and on since With each stay, he registers many complaints and always wants the corporate phone numberHis last stay of 8/9/is the only time that he has contacted our corporate office.His complaint
of the buzzing in his TV was not made to the office until the next morningThe motel was full when he checkso it may not have been possible to have moved him even if he had complained about the tv upon check-inHe was accommodated by moving to another roomHe wanted another room facing the same side which we were able to doThe manager, ***, explained that the buzzing in the tv's has been an ongoing thing since he has been at the property and that it might have something to do with the AT&T towersMr*** stated that all the motel policies should be explained to all the guests at check inThis does not make sense as not all motel policies pertain to guests.There was no mention of his key card not working in the door to his roomIf he had told the front desk, he would have been issued a replacement key or maintenance would have gone to the door to investigate the issue.When Mr*** called me, it was very difficult to hear him but I told him that I would investigate and call him backI was not able to call him back until the next day but told him that after I spoke to management and staff at the motel, I did not feel that a comp room was justifiedHe was accommodated regarding the buzzing of his tw and moved to another room in the same area per his request.Mr***'s statement from *** of “nobody is twisting your arm” was addressed with ***Although the choice of wording was unfortunate, the statement was not made in a threatening mannerI have spoke to *** regarding his choice of wording.Although we appreciate Mr***'s patronage, I am puzzled as to why he continues to stay at a property where he continually complains of various issuesWe take customer service very seriously and this property has a very good staff who go out of their way to help a customerI am also puzzled as to what the “unethical business operations” are that are referred to in the complaintIf I felt his complaint was justified, I would have authorized a refund of his money.If you need any further information regarding this matter, please feel free to contact me.Sincerely,*** ***E-Z Motels, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am no satisfied with her response only that supposedly she spoke to *** the managerIf she knew he was in the wrong then why no appoligy from his unethical business practiceI called her the next morning before check out time to resolve she made it sound like I will call you backWhen I made the dicission to pay for another night I complained about the buzzing of the tvI complained to *** thats when he told me nobody is twisting your arm that is one thing I thought was an unethical business practice the second thing is that she never recognized her managers treatment of a customer , that is what I meant about condoning that managers unethical business practice, thirdly now she is trying to say I have no right to complain when something is wrong at least give some kind of warning or option do not give a room you know has problems thats another unanunethical business practice to my understanding. Bottomline :what he said was unethical and her telling that he did not do anything wrong which I refer nobody is twisting your arm.Now to resolve this, I want a written apology inbehalf of his behavior officiallyI think the third party understands that no business has the right to to speak to a customer with that kind of threat and then say we stand behind his be behavior which she did tell me.Just a formal apology would do only to make this a simple resolution and I am not obsessed with thisShe knows she owes a paying customer that, that is what I was and that is the basis for my complaint
Regards,
*** ***

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
I am no satisfied with her response only that supposedly she spoke to *** the managerIf she knew he was in the wrong then why no appoligy from his unethical business practiceI called her the next morning before check out time to resolve she made it? sound like I will call you backWhen I made the dicission to pay for another night I complained about the buzzing of the tvI complained to *** thats when he told me nobody is twisting your arm that is one thing I thought was an unethical business practice the second thing is that she never recognized her managers treatment of a customer , that is what I meant about condoning that managers unethical business practice, thirdly now she is trying to say I have no right to complain when something is wrong at least give? some kind of warning or option do not give a room you know has problems thats another unanunethical business practice to my understanding.? ? Bottomline :what he said was unethical and her telling that he did not do anything wrong which I refer nobody is twisting your arm.Now to resolve this, I want a written apology inbehalf of his behavior officiallyI think the third party understands that no business has the right to to speak to a customer with that kind of threat and then say we stand behind his be behavior which she did tell me.Just a formal? apology would do only to make this a simple resolution and I am not obsessed with thisShe knows she owes a paying customer that, that is what I was and that is the basis for my complaint
Regards,
*** ***

Response to Customer Issue for *** ***:Our apologies for the short delay in responseWe do appreciate you reaching out to us on thismatter.The first interaction with *** *** by the corporate office occurred in late JulyShe called in and mentioned her issues with both the
Cockroaches and Bed BugsShe also mentioned the staff took minutes to check her room and only offered her a 5% discount on her stay and the staff was rude.This call was received by the corporate office multiple weeks after the initial issue (July 4th).Once she called in, the issues were investigatedRetum calls were done on August 10th, August 22nd, August 24th, and August 31nNone of those calls were received by Ms*** and messages were left.She mentioned she works during the week and it may be difficult to reach her.In the conversation we had over the phone, she did not mention that she did not stay in the room that night after complaining about cockroachesIn our documentation of her stay, the initial complaint was only of cockroaches in the room but in the morning, the complaint became about cockroaches and bedbugsUpon investigating her complaint, the manager at the property said our Maintenance man and Head House Keeper (both trained in detecting Bed Bugs) did not find any cockroaches or bed bugs in the roomShe brought a bug into the front desk to prove her claim but the bug was in a melted plastic cup and appeared to be deadThe room where she stayed (#108) did not have complaints of cockroaches or bed bugs before her stay nor has there been complaints of bed bugsor cockroaches since her stayOur professional pest company (Isotech) has no record of there being anyissues with bed bugs in that room going back years (2009)Our room service record shows that theMs***' check in time was a little before Ipm and her initial complaint of cockroaches occurred a little after midnightShe had access to the room and was able to use its facilities for at least hoursand did have that room available to her until llam the following day.She was given the discount in order to attempt to please the guest but since no evidence of bugs was found, no other compensation was considered or given at the timeWe continue to hold thisstance.We are sorry for any inconvenience we may have caused her but we do not believe it is justified to give the customer a full refund after having used the room.Sincerely,*** ***