Gainesville Neighborhood Library

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Gainesville Neighborhood Library regarding complaint ID [redacted].
Regards,
[redacted]

December 30, 2014
To whom it may concern,
First, I would like to apologize that I did not respond to your letter sooner. The Gainesville Branch of Prince William County Library has been closed sing the middle of November and we did not receive any mail during that time. If I had...

received the complaint letter earlier, I would have responded promptly.The complaint filed by [redacted] has a complicated history, I am providing 3 timeline,
When [redacted] returned the DVD case in June to our Potomac branch they noticed it was missing the DVD disc. Policy in the Prince William County Library System states that the branch that owns an item deals with missing pieces. Since Gainesville is the owning branch, Potomac forwarded the empty case to Gainesville where it was placed on the mending shelf. The person who normally handled the missing and damaged items had recently retired, and when I was hired I started to process the missing and damaged items.
On August 1st I spoke to [redacted] on the phone about the missing DVD disc. He stated that he was in possession of said disc and would return it to his local library as soon as possible.
On September 4th I sent an email to [redacted] (Attachment A) stating that the disc had not been returned. It also informed him that if the disc was not returned he would be held accountable for the replacement of the DVD,
On September 26th I sent him a letter in the mail informing him that since the disc had not been returned that he was now being charged for a replacement. Then I placed the fine of $22.49 on his record for the replacement of the DVD.
On September 27th [redacted] replied to my email of September 4th stating that he had returned the item and was surprised at the email. (Attachment B). -
On September 29th, when I reported to work, I attempted to reply by phone but was sent directly to a full voicemail box that then refused to accept any more messages, I then replied to the email (Attachment C). I also investigated to determine if the item had in fact been returned and had not made its way to me. The disc had not been returned to another library,
On October 27th [redacted] replied to my email of September 29th stating that he had looked everywhere for the DVD disc and was unable to find it. He also felt we were accusing him falsely. (Attachment D)
On October 28th I replied by email to [redacted] telling him of the policy that the patron assumes responsibility of the items that they check out and that any fines and fees for damages, missing pieces, and late fines therein. (Attachment E) I did apologize for not being able to remove the fine. I also informed him that even without the addition of the DVD his fines Were over the $20 limit and would restrict his access to the library.
[redacted]'s fines for overdue items as of October 28th were sufficient to send his account to the collection agency even without the addition of the missing DVD. His record indicates that this is a pattern for this patron and the library has had difficulties collecting fines and replacement fees in the past. This is not the first time this account has been sent to the collection agency for unpaid fines and fees.
Once the account has been submitted to the collection agency it is out of my hands. I cannot make any changes to the record at this point. Since I can not leave him a phone message I have been unable to direct him to our Financial Services Office (###-###-####
I apologize that this matter has progressed to this level and I hope my response meets all of the requirements you need for a rebuttal.
Thank you for your time and attention.
Rebecca K
Library Specialist Tech. III