Grace O'Malley's Irish Pub

August 10, 2015 Revdex.com7007 Jefferson St NE, Ste AAlbuquerque, NM 87109 RE: Complaint ID [redacted] Dear Sir/Madam: I am responding to the claim referenced above, a copy of which follows this letter. The customer was insulted when she was asked for identification...

again when she entered a different area of our restaurant. It is our policy, and the law in New Mexico, that customers show identification when purchasing alcohol. The customer had been in our dining room, and had been asked for identification in this area, and she complied with this request. She and her party left the dining room and decided to go upstairs into an area that does not serve food and which has a completely different staff than the dining room downstairs. Because the upstairs does not serve food, we are required to only allow patrons that are 21 and over in this area. There are signs publishing this requirement. Therefore, New Mexico Alcohol and Gaming laws require that we request identification from every customer that enters this upstairs area, regardless of our assumption of their age. And, the staff upstairs has no way to know if the customer was previously asked for identification in the dining room. I regret that this law upset the customer and her party, but it is the law, and the security personnel were doing their job. If security personnel had not asked for her identification, and an officer with New Mexico Alcohol and Gaming Commission had been present, we would have been issued a citation for this offense.Our video surveillance tape, which the Ruidoso police reviewed, shows that her claim that the "bouncer" pushed her son in the chest is an over-statement.The customer and her party were asked to leave the restaurant by a manager.The next day the customer called the Ruidoso police and the police did come to the restaurant and interviewed a manager and, as I mentioned previously, reviewed the surveillance tapes, and did not find fault with the actions of the security staff or the manager on duty that night. Thank you for your inquiry,Carol T[redacted]Business and Finance DirectorGrace O'Malley's Irish Pub

Complaint: [redacted]
I am rejecting this response because:
It has become obvious that the incompetence in this company is generated from the top down; if in fact this Carol is at the top of this retched company.
To reiterate: I did not enter a different area of the bar ---- I returned to the area I had been in for over an hour, after walking down the stairs and returning in literally less than 20 seconds. If Carol was evenly slightly competent then “she “ would have seen on the video that I was never in the dining area. We were never asked to leave by the manager but instead we were called back to pay our bill because the mn that threw us out realized we had not paid. Proof, that Carol has no concept of what took place that night and has obviously been lied to. The surveillance tape does not record sound, and to claim that the security guard is not at fault is grossly ignorant since he; himself admitted to me and the manager that he had in fact used the word “[redacted]” when referring to me.
I was NOT frustrated at having to prove for a second time that I am over 21. At the age of 55, it is more like a complement. I WAS frustrated by the incompetence of the employee sitting and talking to the other male employee for 30 min., like two school girls, instead of either one of them doing their job. I WAS and still am appalled and disgusted at being called a “[redacted]” by some thug they have hired to act as security. It seems to me that Carol and the female floor manager are accustomed to being called such profanity since; I have yet to receive an apology for that action. This Carol is proficient at regurgitating the New Mexico State Laws but obviously has no concept of Moral or Ethical laws by allowing their employees to use profanity on customers.
Ms. [redacted]