Giordano's Pizza

Initial Business Response /* (1000, 5, 2015/10/30) */
Wednesday, October 28, 2015
Case #[redacted]
Giordanos Pizza
[redacted]
Minneapolis, MN. 5408-1001
This letter was written by John [redacted], General Manager of Giordanos-Minneapolis as a response to case #[redacted]...

created by Mr. [redacted].
On Monday, October 19, 2015 Mr. [redacted] called the Giordanos restaurant in Minneapolis, MN. He spoke with the manager on duty, Kim [redacted]. Mr. [redacted] informed her that his family had dined in the restaurant on Saturday, October 17, 2015 around 2:00 pm. Mr. [redacted] stated that in the morning of October 18, all five members of his family were suffering from diarrhea and vomiting. He stated at the moment of the phone call, all members were still sick with the same symptoms. Mr. [redacted] insisted that him and his family all got food poising as a result of their lunch at the Giordanos restaurant. As company policy, Kim created an incident report getting as much information from Mr. [redacted] that she could. Kim, after being apologetic and sympathetic, explained to Mr. [redacted] that at that moment no other calls have come in regarding guests being sick. At that point, Mr. [redacted] inquired about a refund for his meal totaling around $70. Kim explained at this point in the relationship, a refund would not be granted, but she would check in on him within the upcoming 48 hours to assure him and his family were feeling better. Mr. [redacted] again requested to be reimbursed for his meal. Kim responded by telling him that she would be sending his information to our insurance company and someone from the insurance company would be following up with him within the next 24 hours. Once the called completed, Kim forwarded the company incident report to our insurance, [redacted] Insurance.
Kim followed up with Mr. [redacted] on Thursday, October 22, 2015. Mr. [redacted] informed Kim that he and the children were better but his wife was still sick. He also informed Kim that he did take his wife to the doctor to get examined. The doctor's report stated that she had a virus. On this call Mr. [redacted] mentioned that he did speak to a representative from the Giordanos insurance company. On that call he requested compensation for the days his wife missed work. Kim informed him that she was unable to speak to this and the insurance company would continue to handle this. Mr. [redacted] again asked for a refund for his meal and Kim stayed consistent with her previous response. He grew very irritated and upset and informed Kim that going forward he would be contacting a lawyer to deal with Giordanos corporate and the insurance company.
As a result of Kim's conversation, Mr. [redacted] called our corporate offices in Chicago in order to speak to someone regarding his requests. On October 22, Rob [redacted], my Regional Director of Operations, called Mr. [redacted] to follow up on his requests. After hearing Mr. [redacted]'s side of the story and his requests, Mr. [redacted] further reiterated the company's passion for creating a safe environment for guests' and employees and informed Mr. [redacted] that no other concerns have been brought to our attention regarding potential food borne illnesses. Mr. [redacted] also informed Mr. [redacted] that paying lost wages is not something that he could promise and that he would need to follow up with the restaurant in order to approve a full refund for his meal. Mr. [redacted] confirmed that somebody would follow up with him by days end.
I spoke with Lisa at [redacted] Insurance on Thursday, October 22. Lisa spoke with Mr. [redacted] about his visit, the family's illness and his Urgent Care visit. Lisa informed Mr. [redacted] that no other guests have reported to Giordanos of becoming sick. She mentioned that Giordanos has passed all Minneapolis Health Inspections as well as their own independent Food Inspections conducted by an outside company, [redacted]. During her conversation with Mr. [redacted] they spoke about the doctor visit regarding his wife. Lisa confirmed with Mr. [redacted] that the doctor stated that his wife had a virus. He confirmed. Lisa then informed Mr. [redacted] that there are numerous ways to attract a virus, one of which is a child's classmate at school. She informed him that if the doctor had reason to believe it was a food borne illness then a stool sample would have been taken. Lisa inquired with Mr. [redacted] if a stool sample had been taken and tested and was told no. Mr. [redacted], again, asked for a full refund and compensation for the days of work his wife missed. Lisa asked Mr. [redacted] for his home address so that she could send him correspondence. Mr. [redacted] refused to give his address and stated that he was going to get his lawyer involved immediately after their conversation. The next piece of information we received on this was the Revdex.com complaint letter.
Please feel free to contact me directly if you should need any other information in regards to the case.
John [redacted]
General Manager
Giordano's
Famous Stuffed Pizza. Fresh Italian.
[redacted]ue South
Minneapolis, Minnesota 55408
Store: [redacted]
[redacted]@giordanos.com www.giordanos.com
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except the reponse because some parts of the accounts on the different interactions that I had with the numerous people is inaccurate. I was told by Mr. [redacted] that he would call me back about the refund and he never did. I also never had a conversation about stool samples with anyone. I did not ask for refund after speaking to anyone about stool samples. I also never agreed that the doctor told me definitely that it was a virus. My wife was given pills to stop the nausea and help her hold down fluids. The doctor at the urgent care said it may be a virus, which is what I told Lisa and she assumed that was the cause. The doctor suggested that my wife make an appointment with her primary physician and not to go back to work do to her probability of becoming dehydrated. We can not afford to go continuously to the doctor or taking off work so my wife took the pills and when back to work with caution pertaining to hydration. We made this decision once we noticed Giordano's tone in compensation for her being off work. There also hasn't been any cases of viruses going around any of my kids schools or daycare.
Thank you,
[redacted]
[redacted]
Final Business Response /* (4000, 9, 2015/11/05) */
We, Giordano's, stand by our initial response and have no further comment against Mr. [redacted]'s rebuttal response.
Thank you.
John [redacted]
General Manager