Fradon Lock

I am writing to inform you that Mr [redacted] and I have been in further contact about his complaintI wish to apologize to Mr [redacted] and the Revdex.com for my earlier response before I had heard BOTH sides of the story in much greater detailA reply of "there is just no excuse I can offer for the disastrous experience Mr [redacted] had with Fradon Lock from start to finish" would have been more appropriateThere simply is nothing I can offer in the way of excuse for the way he was treated in our establishment, and a refund of his expenditure does little to wash away the bad taste that has been left in his mouthIn spite of that, Mr [redacted] has kindly assured me that we can now put the matter behind usEven so, I did want to let you know that his dissatisfaction with us was completely justified, he was not the one out of line, and I am glad that it was brought to my attention so it could be addressedSincerely, Hope TFradon Lock Co., Inc

I read your response to the Revdex.com. get your fact straight don’t tell half the story / lie. I call your staff on Monday the I was told they could do the job and to go ahead and buy the fob ($127+)for my truck ! then on Friday pm I was told by your staff you could NOT do the work when I called to confirm to do the work. after I was told by your staff on Monday go ahead buy the fobs it not a problem your staff also told me just go the any *** dealer to have do the work they will not program the fob unless you buy them there DA my lunch hours is between -pm min if you look up the phone call time I called you at 12:I HAD TO GET BACK TO WORK like I told him and I call you back which I did at the end of my shift your staff miss leading statements were the root cause of this mess not a difficult customer UNDERSTAND THATthen you add insult YOU send me apology then bash me to the Revdex.com you are the I will CC to the Revdex.com and news

As you stated in your cover letter, there are two sides to every dispute This dispute started even before the customer came into our shopOn Friday, prior to his visit on Saturday, Mr*** called our store twiceThe first time he called, he hung up on us while we
were trying to explain our abilities to him, stating that he "didn't have time for this." During the second phone call, Mr*** allowed us to explain, but became agitated because we could not tell him for sure if we could program his new car key unless he brought it to our shop. (We were not sure if our equipment could program his new model car year, but we were willing to give it a try.) Clearly, by the time he arrived at our store Saturday morning, he had decided we were purposely giving him a hard time, and was not pleasant to the staffNevertheless, we were able to help him, and we cut other keys for him as wellThe situation escalated later on Saturday because a new member of our staff had incorrectly cut one of Mr***' key purchases earlier in the dayThis, unfortunately, resulted in Mr*** returning to our shop a second timeWe were not embarrassed about the key being cut on the wrong blank as Mr*** claims; it does occasionally happenWhen he returned the second time on Saturday, he berated us in front of other customers for nothing more than a simple error, and we just wanted to fix the problem quickly and easily so he could be on his wayMr*** had not been pleasant to assist; he was outwardly hostile and confrontational at every opportunity in our dealings with him on the phone, and in personHowever, that does not excuse our behavior, and we regret that, in spite of our previous experiences with him, we were not as professional during that visit as we absolutely should have beenRegarding Mr***'s claims about how we treat people with physical disabilities, we vehemently deny any such allegations - or that our actions that day had anything to do with his disabilityIn fact, the gentleman from our shop who cut the key incorrectly ALSO has a similar disability in one of his handsWe have bean serving and hiring people with disabilities for more than yearsIt would not serve us well to be disrespectful to themWe acknowledge and regret that we did not handle the situation in the utmost professional manner that we should have, and for that we offer our sincere apology for our actions, our language, and for the, key cutting error that caused Mr*** inconvenienceThis is not a typical representation of how our staff assists the public, and they have been spoken to about this behaviorIn addition to our apology here, we will be sending Mr*** a full refund of $for his transaction that dayWe have also responded to an email that he sent to our companySincerely, Hope TSecretary/Treasurer

I am writing to inform you that Mr. [redacted] and I have been in further contact about his complaint. I wish to apologize to Mr. [redacted] and the Revdex.com for my earlier response before I had heard BOTH sides of the story in much greater detail. A reply of  "there is just no excuse I can offer for the disastrous experience Mr. [redacted] had with Fradon Lock from start to finish" would have been more appropriate. There simply is nothing I can offer in the way of excuse for the way he was treated in our establishment, and a refund of his expenditure does little to wash away the bad taste that has been left in his mouth. In spite of that, Mr. [redacted] has kindly assured me that we can now put the matter behind us. Even so, I did want to let you know that his dissatisfaction with us was completely justified, he was not the one out of line, and I am glad that it was brought to my attention so it could be addressed. Sincerely, Hope T. Fradon Lock Co., Inc.