Grand Central Collision

We received *** complaint about the missing phone at pm the following evening after picking up her carI tried to call her back as soon as I received the message to discuss but had to leave a messageWe proceeded to play phone tag for a few days because I believe she has a work schedule
that makes it hard for her to be in contact during the dayWhen I finally was able to talk to her, I verified the complaint about a missing phoneI had in the meantime since getting her messages looked into the situation with my entire crewMany of our crew members have been here - years and in that time span I've never had a problem with anyone stealing items from a customers carMany times our detail crew will find change and loose cash under the seats and put them in the cup holders to be returned back to the customerThe cell phone in question was supposed to have been located in the center consoleWe have no reason to ever open the center console when replacing a bumper like we did with *** repairI don't feel like I was rude when I spoke with ***, I just simply asked if she had tried utilizing the "find my Iphone" feature in hopes of locating the phone. I wasn't by any means trying to be rude to her, just resolve the situationI obviously always try to take care of my customers, a common customer concern in our industry would be damage happening to the vehicle while in the shopFor that reason we do a check in sheet when the vehicle's dropped off itemizing any damages on the vehicle that would be considered unrelated to the actual job we're doingWe don't have a policy to go through the personal contents of all our customer's belongings when they drop off to verify what is in the vehicle then versus when it's picked upWe suggest that our customers take out any items of value to them or at a minimum notify us when the vehicle is dropped off so we are awareFor this reason I told *** that we would not be buying her a new Iphone, but I would look around the shop and talk to the crew againShe was not very happy with my response and threatened to file a police report, slam us on Google review, call the insurance company and so forth

Complaint: ***I am rejecting this response because:
His customer service was terrible, all of their customer service skills were awful and the response that I received from them was **I didn't want a new phone ever I just wanted what they stole from me backTravis instead of looking into it further just blew it off saying that his men don't know what I am talking about. Sincerely,*** ***