Indian Hot Springs Spa & Lodge

I have debated how to respond to this complaint, over and over, again However, having talked to this customer on the phone, already, and seeing a slightly different version of our conversation posted here, I have decided that it is best to just resolve this case and not have a consumer/customer relationship with this person again I had already agreed to give back the remainder of her punch pass that she hasn't used I told her that I would talk to the employee and suggest better ways to deal with transactions that don't flow properly I apologized to her and was told that it shouldn't be me that has to apologize She does not want to speak to the employee, so I am not sure where that leaves us I was never rude nor did I blow her off and not listen to her So, again, I have already offered to give back the remainder of her card However, I cannot do that without having the actual card back We do not issue refunds without getting the card back because we are responsible for destroying the card Giving someone their money back and not receiving the card puts us in a position to have to honor that card if it were to show up at the Hot Springs I told her that she can ask for me when she gets here and that I would handle the return, personally, so that she doesn't have to deal with anyone else She seemed agreeable to those terms and the conversation was endedThen, this was filed with the Revdex.com, so here we are at the same crossroads To simplify this for all parties, please have the customer mail the card back to us and we will gladly mail her a check for the remaining punches not used Per our policies, we do not offer refunds after using the full amount of time for a tub If a customer is not satisfied about the service or the water temp or quality, we have signs posted that say that you have to come back within the 1st minutes to switch to a different tub or get a refund The reason for this is simple: the water will not change from the 1st minutes, so if that is an acceptable temperature, then we do not refund after the fact We cannot refund her for the tub that she used on this incident because she and her friend used the tub for the full time We do not budge on this policy because it is too difficult to keep training up to speed if we have a lot of grey area in our policies Therefore, whatever portion is remaining on this ten punch card will be paid in full and only that amount Again, I am sorry that we could not come to a better agreement but going separate ways, sometimes, is the only option Please have her mail the card back to:Indian Hot SpringsPO Box 1990Idaho Springs, Colorado

Complaint: ***
I am rejecting this response because: unfortunately whoever responded to this complaint is utterly lying about what happened I request that the phone conversations are recorded and I request that they are listen to you because this is not what happened I did not cuss anyone out I did not call anyone any names I simply asked what was going on over there and I was called a *** by someone who answered the phone I've already called The *** ** *** last night there was the council city council meeting and the town of *** *** where this was brought up and after I talk to the *** ** *** I found out that I am not the only one who was complaining about this kind of customer service and this is completely I'm just horrified that this business can lie to the Revdex.com about what actually happened.
Sincerely,
*** ***

All I can say to this is wow, it must be nice to see the world from her eyes.  The first time the phone was answered, this lady said, "What the eff is going on at this place, I have been hung up on and been on hold forever."  Our response was that she was not hung up on and if she was, it...

wasn't intentional.   The front desk was very busy, therefore we had to put customers on hold.  At that point she was asked what can we help her with.  Her response was repeated F Bombs, that even our customers at the desk could hear.  She wanted an answer to why she was on hold and the answer of we had too many customers at the time of her call and only so many employees.  Sometimes, there is a mad rush of people showing up in groups of 15, 20 or more, as well as the other people that show up.  She then continued to cuss us out and at the point, it was told to her that, while we may not have intentionally hung up on her before, we will be doing so now.  I don't know of many places of business that would have let her have such a tirade for that long.  Anyway, she called back and talked to a front desk manager and had, basically, the same tirade and called her personal insults, to which, my front desk manager said, thank you for your comments, goodbye and ended the call.  Keep in mind, that never, in this entire tirade when we asked how we can help her did she ever answer that question.  She was too busy cussing us out.  Revdex.com, or not, we do not have to be treated that way.  The 2nd to last time she called, we told her that we do not want to continue talking to her and, even if that means that we will lose her business, we are fine with that.  What company would want this customer in their business?  At this point she continued her cussing directly at me and said, "You are an effing [redacted] and a punk [redacted] b''''', among other things.  Only at that point, did I say what she said we said.  I see that she completely left out that having said that, I also said, "see two people can play that way."  We tried telling her in polite ways that we don't appreciate being talked to that way and do not want her service and disconnected the call, two times.  She kept calling back and we kept picking the phone and hanging up.  After 7-8 or so times doing this did we have the response that we did.  If she were in the lobby, we could have called the police and had her removed and not bother with it but she continued to call and try to cuss us out.  We do not have the ability to block a call, so maybe we lost our cool a little bit but, I assure you, we kept our calm for way longer than any other business would have.  I can also assure you that we truly do not want to have any business with this person.  So, we will not be giving her any free soaks or an apology.  She lost our respect long before it got nasty.  Being in customer service does not mean that we have to let people talk to or treat us this way.  She has every right to not frequent our business and we have every right to not want her business.

I have debated how to respond to this complaint, over and over, again.  However, having talked to this customer on the phone, already, and seeing a slightly different version of our conversation posted here, I have decided that it is best to just resolve this case and not have a...

consumer/customer relationship with this person again.  I had already agreed to give back the remainder of her 10 punch pass that she hasn't used.  I told her that I would talk to the employee and suggest better ways to deal with transactions that don't flow properly.  I apologized to her and was told that it shouldn't be me that has to apologize.  She does not want to speak to the employee, so I am not sure where that leaves us.  I was never rude nor did I blow her off and not listen to her.  So, again, I have already offered to give back the remainder of her card.  However, I cannot do that without having the actual card back.  We do not issue refunds without getting the card back because we are responsible for destroying the card.  Giving someone their money back and not receiving the card puts us in a position to have to honor that card if it were to show up at the Hot Springs.  I told her that she can ask for me when she gets here and that I would handle the return, personally, so that she doesn't have to deal with anyone else.  She seemed agreeable to those terms and the conversation was ended. Then, this was filed with the Revdex.com, so here we are at the same crossroads.  To simplify this for all parties, please have the customer mail the card back to us and we will gladly mail her a check for the remaining punches not used.  Per our policies, we do not offer refunds after using the full amount of time for a tub.  If a customer is not satisfied about the service or the water temp or quality, we have signs posted that say that you have to come back within the 1st 5 minutes to switch to a different tub or get a refund.  The reason for this is simple: the water will not change from the 1st 5 minutes, so if that is an acceptable temperature, then we do not refund after the fact.  We cannot refund her for the tub that she used on this incident because she and her friend used the tub for the full time.  We do not budge on this policy because it is too difficult to keep training up to speed if we have a lot of grey area in our policies.  Therefore, whatever portion is remaining on this ten punch card will be paid in full and only that amount.  Again, I am sorry that we could not come to a better agreement but going separate ways, sometimes, is the only option.  Please have her mail the card back to:Indian Hot SpringsPO Box 1990Idaho Springs, Colorado 80452