Lambert supply co.inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.In regard to Potawatomi’s response to our complaint, I would like to make several clarifications As we began meeting with the event planner discussing the details of our wedding, she took notes containing information such as the color scheme, food, beverage, etcAt future meetings, the event planner did not have her notes from the previousmeetings, causing us to have to reiterate previously discussed details of our weddingIt became evident that the event planner lacked organization skills, since this occurred on several occasions During one of the meetings, I can distinctly recall the event planner asking what level we would like for the hosted barWe agreed that Bacardi was the accepted level for pricingAt a subsequent meeting, I asked the event planner to check her notes about the hosted bar,which would have solved all of our problems; however, she responded that she did not have her notes When asked to check her notes she would respond: “I don’t have any notes.” “I can’t find my notes.”In addition, during the cake tasting, my mother and my future mother-in-law informed me that they had talked with the event planner about the total cost of the weddingThe wedding planner confirmed that the total cost of the wedding would include the one hour open barMy future mother-in-law further questioned this, concerned that the open bar would be included in this final costThe event planner confidently assured them both that the open bar would be included in the total costAfter reading the response to our complaint, I noticed a discrepancy in timesIt stated that I made the event planner aware of the situation at 6:45pmHowever, I talked to the event planner at 5:45pm about this situation, not 6:45pmIt was about 6:30pm, that we talked with the banquet supervisor noting the discrepancyThen at 6:45pm the banquet supervisor talked with my wife and me confirming that they would hold an open bar from 8:30pm-9:30pmIt was our understanding that the new time would replace our originally scheduled open bar that was supposed to be included in the BEO (Banquet Event Order). No additional costs were discussed at this time or at any time throughout the nightYet, in the response to my complaint, Potawatomi stated, “at the conclusion of the event, Mr*** was not satisfied with that solution and asked to speak with someone else. The Hotel Operations Manager spoke with Mr*** and informed him he was required to pay the bill for the hosted bar.” This is not trueAt no point throughout the night, was I made aware that the new hosted bar would incur an additional costIt wasn’t until days later, when my wife and I were on our honeymoon, that I received an email from Potawatomi stating they were charging me for the hosted bar from 8:30pm-9:30pm. Please review the attached email on January 28, 2015, from the event planner. It contained notes from our original event planner which passed on to our current event planner that made a distinction between the cash bar at 4:30pm-5:00pm and the open bar from 5:00pm-6:00pmYou will not find a response email, since we had a meeting with the event planner on February 12, at 5:30pmTo further aid in our evidence, I have asked the event planner for her notes from this meeting. However, she cannot supply them.Also, attached is a copy of our wedding invitation inviting our guests to arrive at 5pm for cocktails.I don’t find it reasonable to have to pay the extra charges for the hosted bar when it was clearly discussed.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Tell us why here
August 25,
Dear Ms***,
I am responding to customer *** *** complaint ID #*** regarding her experience at our Casino Cage on June 14th, 2016. This response is to her 2nd posting that she does not believe her complaint was resolved
In her 2nd posting, Ms*** states that we did not contact her as we stated. Several attempts were made with no success as stated in our first response. After our first response, Ms*** did call and speak directly with our Cage Manager as was suggested. He has informed me that he provided Ms*** with his direct phone extension if she had further questions at the end of the call
As stated in our first response, our 3rd party vendor did process a reimbursement for the repeated transactions on June 22nd. When our Cage Manager spoke with Ms*** recently, she informed our Manager that her financial institution had advised her that the transactions in question were now going to be charged to her account. He then informed her that we have confirmed that the credit was indeed processed to her account on June 22nd and if there continued to be discrepancies with these transactions to contact him directly to assist. Since Ms*** did not reach back out to our Cage Manager since he last spoke with her last week, we assumed this matter was all resolved
I am very sorry that Ms*** is having issues with her financial institution, but we do not have any authority over that entity. Since everything was processed correctly by our 3rd party vendor, there is no further action we can take to assist in this matter other than confirming the credit was processed. Again, if Ms*** has questions she should contact our Cage Manager as she was instructed to do
Kindest regards,
*** ***
Guest Relations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was specifically told by the hotel reservations representative that I would be allowed yo convert room into a complimentary room That is the sole reason why I went ahead with the booking at a rate of $per night with taxes If she told me that I would not be able to convert room to a comp room I would of booked elsewhere for half of the price Also, *** WSpecifically told me that they did NOT take into consideration gaming play and that it was a corphaving meetings there so NO ONE would be allowed to convert I am not looking for sn additional room, I already have rooms booked, availability should not be an issue I am extremely dissatisfied in the unprofessional approach the Potawatomi is taking here Fair is fair Thank you
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Tell us why here
Hello Ms***,
I am writing in response to complaint ID# *** that was submitted by *** R *** in regards to my most recent response to her original complaint. I am very sorry Ms*** is not satisfied, but all her inquiries were clearly explained.
Again, we truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. I sincerely hope Ms*** will visit us again in the future! Please contact me if you have questions or if I can be of further assistance
Kindest regards,
*** ***

Tell us why here
Hello Ms***,
I am writing in response to the complaint ID# *** that was submitted by Amber R *** regarding her expired Fire Keeper’s Club Points and Reward Play offers. After reviewing Ms*** Fire Keeper’s Account in regards to her gaming activity
while using her FKC card I show that she visited us on April 9, 2017, but had not shown any gaming activity on her account since December 1, 2014. In our Fire Keeper’s Club Brochure and on our website, the rules and regulations for the club reads “Accounts without activity for consecutive months will become inactive and all unredeemed points will be forfeited”. Clearly we waited more than the month period to expire Ms*** points
In regards to her Reward Play concerns, the $Reward Play offer she redeemed on September 4, had an expiration timeframe of hours. She did not play during that time nor did she use that Reward Play amount. As far as the $in Reward Play she mentions, she actually converted points to receive that $5, played cents of the $and currently has a balance of $in Reward Play on her account. If Ms*** needs any assistance in redeeming her Reward Play balance on one of our Slot Machines, she should just stop by our Fire Keeper’s Club Booth and one of our Team Members will be glad to assist her!
In summary, our Fire Keeper’s Club rules are publicly available on our website at https://www.paysbig.com/casino/players-club/about-players-club/ and also in brochure form at our Casino. We truly value all our guests and in order to be fair to everyone we must apply our rules and regulations consistently. I sincerely hope Ms*** will visit us again in the future! Please contact me if you have questions or if I can be of further assistance
Kindest regards,
*** ***
Guest Relations Manager

Revdex.com:The dates are inaccurate because I redeem birthday points every year. I just hadn't done so last year. I was also not aware or even given any rules regarding the $15 expiring within 24 hours. I should at least get the $15 back. Sincerely, Amber [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I only just noticed the fine print, so I feel that I fine print of such high importance should always be mentioned at redemption. It doesn't sit well with me at all to have Potawatomi take away so much money. I should receive at least a partial refund, coupon, or anything that shows that Potawatomi still cares for its customers. It only makes people not want to come back.
Regards,
[redacted]

Tell us why here...
Ms. [redacted]
Trade Practice Consultant
[redacted]
Revdex.com
Dear Ms. [redacted]
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding his current restriction from our property and several other...

concerns.  After review of Mr. [redacted] concerns and our house rules, I will address each point.
In regards to our Hotel, the check-in time is 4pm and the check-out time is 11am.  We did extend a courtesy exception on one occasion and allowed Mr. [redacted] to check in extremely early at 4am.  He was informed this was a one-time exception, but continued to request this same exception on further Hotel visits.  He spoke with several Front Desk Staff, the Front Desk Supervisors and Manager regarding this and was informed each time that we are not able to continue to accommodate his special requests.
As far as his concerns with being approached by our Security Team when he was observed sleeping in the Hotel Lobby, our house rules state “Loitering is prohibited”.  Guests who are found violating this house rule are addressed by Security and if their behavior continues they are asked to leave.
In regards to Mr. [redacted] now being banned from our property, our house rules state “No illegal, destructive, offensive or disruptive language, gesture or activity is allowed in the facility”.  Any such activity may result in guest removal from the property, permanent banishment and/or prosecution.”  Contraband was found in Mr. [redacted]’s Hotel room and since that is an illegal activity, he is now banned.  He expressed concern that he wasn’t immediately notified about his ban.  There is a process we follow for these types of situations and he was notified once that process was fully completed.  He will be receiving a letter regarding his ban status from our Security Management.
Ms. Schultz, we truly value all our guests.  In order to be fair to everyone and provide a safe environment we must apply our rules and regulations consistently.  Besides speaking with the Hotel and Security Staff, Mr. [redacted] also spoke with several of my staff members and me personally regarding all these concerns.  He has consistently received the same message in response to the concerns I just addressed in this letter.
Kindest regards,
[redacted]
Guest Relations Manager

Each month our guests are sent offers they can redeem for complimentary rooms based on their play in the casino. There are numerous tiers of players and we yield these offers out each day of the month based on the occupancy each day. We do not allow the offers to be booked until we send these out to...

our guests usually the last week of the previous month.  Players do not always receive offers and their offer status changes over time so we have a month to month offer cycle for our guests.  These offers are based on availability each day and are not always available on a given day. There are times when our guests will book a room in advance at our daily cash rate and then attempt to change the reservation to an offer room after they receive theirs in the mail.      The cash daily rate being open does not mean a specific offer is available the day they booked the daily rate.  There are days when only the highest tiers of offers is available and we will still have a daily rate at a higher rate especially when the city of Milwaukee is low on hotel room availability because of a city wide event. I hope this is enough information, if you require more please let me know, [redacted]  |  Hotel Operations ManagerPotawatomi Hotel & Casino   |   1721 W. Canal Street, Milwaukee, WI 53233P: 414-847-7526    |   E: [email protected]

I am writing in response to complaint ID#[redacted] that was submitted by [redacted] regarding disputed charges for his wedding reception at Potawatomi Hotel & Casino on May 2, 2015. After discussing this situation with our Hotel Director, the details of this event are as...

follows. Planning and execution of any event is a multi-step process.  There is the initial contract signing, followed by a series of meetings to review and finalize all details.  Then there is the final review of the Banquet Event Order (BEO) a few days prior to the event in which all the details, timeline and number of meals are reviewed, agreed to and signed.  A copy of the BEO will be available on Monday and forwarded to you, Ms. [redacted].  In the final review, the client approved a pre-dinner cocktail reception, not a “hosted” bar in which Mr. [redacted] would be providing cocktails to his guest and having those costs added to his final bill.  There was no mention of a hosted bar in the signed BEO, therefore none was scheduled that day. Apparently Mr. [redacted] may have intended to have what is known as a “hosted” or “open” bar for an hour prior to the wedding dinner for his guests.  He made this known to the meeting planner at 6:45 pm during the event after the pre-dinner cocktail hour was completed, so she suggested he provide a post-dinner hosted bar from 8 – 9pm.  Mr. [redacted] accepted and the banquet supervisor confirmed the acceptance with Mr. [redacted] at the head table.  The event staff quickly set up and provided a hosted bar from 8 – 9pm, which totaled the amount of $2,138.98 dollars.  Understanding that Mr. [redacted] may have been confused, the meeting planner offered a 30% discount in the amount of $740 off the hosted bar cost of $2,138.98 as a gesture of good faith.  At the conclusion of the event, Mr. [redacted] was not satisfied with that solution and asked to speak with someone else.  The Hotel Operations Manager spoke with Mr. [redacted] and informed him he was required to pay the bill for the hosted bar.  The Hotel Director was currently out of the country, but he then contacted Mr. [redacted] upon his return to discuss the issue further.  In the interest of resolving the issue and before knowing Mr. [redacted] had twice confirmed acceptance of the 8-9pm hosted bar offer, the Hotel Director increased the discount to 50% in the spirit of good guest service. In summary, the beverages were consumed by Mr. [redacted]’s guests, the meeting planner addressed a client request that was not originally contracted for and Mr. [redacted] does not want to pay the discounted amount for what he verbally contracted for during his event. The event food and service was excellent, per Mr. [redacted]’s comments. Our Hotel Director firmly believes his offer to discount the bar bill by 50% is generous and reflects a sincere remedy to the alleged misunderstanding.  We believe Mr. [redacted] is being unreasonable in expecting a free bar bill after confirming acceptance of the 8-9pm hosted option that evening.  Our Hotel Director will be following up with our Legal Department to insure the collection of the outstanding $1,069.49, if payment arrangements are not made immediately.

Hello Ms. [redacted],
I am writing in response to the complaint ID#[redacted] that was originally submitted by [redacted] regarding an issue with his Hotel Reservation and redeeming a complimentary coupon offer.  After doing more research on his particular situation, I would like to speak directly with Mr. [redacted] to resolve this issue.  The telephone number in his player’s club account appears to be incorrect, so I would appreciate it if Mr. [redacted] could contact me directly by phone at 414-847-7899.  If I am not available, he should leave me a voice message with a telephone number I can reach him at and I will give him a call back!
Ms. [redacted], we do truly value each and every guest that visits our property!  I will wait to hear back from Mr. [redacted]!
 
Kindest regards,
 
[redacted]
Guest Relations Manager
414-847-7899

Dear Ms. [redacted],
I am responding to customer [redacted] complaint ID #[redacted] regarding her experience at our Casino Cage on June 14th, 2016.  In her complaint, Ms. [redacted] states that she had multiple charges withdrawn from her bank account on that date.  We did have a system...

malfunction that day that caused the repeated transactions.  However, a reimbursement for those charges in the amount of $1,898.30 was process on June 22nd by our 3rd party vendor.  Also, per our 3rd party vendor Ms. [redacted] was contacted and the credit was confirmed.
Several recent attempts to contact Ms. [redacted] were made by our Casino Cage Management and our 3rd party vendor’s Management with no success.    Either her voicemail box was full or she did not return messages that were left on either phone numbers listed on her complaint.  If Ms. [redacted] has further questions or would like to speak with a Casino Cage Manager, we would be happy to assist her in any way possible.   She can call the main Casino phone number at 414-847-7400 and ask for a Cage Manager.
Ms. [redacted], we truly value all our guests and certainly hope we have addressed any concerns in this response to the complaint.
Kindest regards,
[redacted]
Guest Relations Manager
Potawatomi Hotel & Casino

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Tell us why here...
Hello Ms. [redacted],
I am writing in response to the complaint ID#[redacted] that was submitted by [redacted] regarding our Fire Keeper’s Club New Member Rebate Program.  We investigated her claim and contacted Ms. Dion directly with a resolution.  She expressed she was...

satisfied and will visit us again!
Kindest regards,
[redacted]
Guest Relations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have spent numerous hours of my time and several trips to my bank to get this issue resolved and would like to be compensated for it. Also, they did not contact me as they stayed. This has been very traumatic especially since I lost my husband a few months ago. I deserve to be treated better than they have shown me. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The hotel basically wrote the exact message twice.  I clearly understand how the offers work, thank you for insulting my intelligence.  I was specifically told to that I would get 1 room converted to a complimentary room.  Maybe go back and listen to my conversation with the hotel receptionist since im sure all calls are recorded.  So basically I was lied to then insulted by the hotel manager.  I am obviously not satisfied with your 2 responses, considering they were both exactly the same.  I explained what happened clearly, three times now, you obviously do not value your customers.  If the date of July 23 was sold out months in advance, it should of been blacked out on comps.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Ms. [redacted]
Trade Practice Consultant
[redacted]
Revdex.com
 
Dear Ms. [redacted]
 
I am writing in response to complaint ID#[redacted] that was submitted by [redacted] regarding customer service issues he feels he experienced during his last...

several visits to our property.
 
Mr. [redacted] called and spoke with me in the morning of May 5th for approximately 30 minutes.  In the beginning of our conversation, he mentioned that he had filed this complaint with the Revdex.com already.  I explained that it was my responsibility to respond to any type of complaint from the Revdex.com and my response to his concerns would be as discussed while we were speaking that morning.
 
I addressed his concerns about how he felt he was treated by some of the Casino’s staff during his last few visits.  I explained that Management from all the involved parties would be informed of his concerns, but any type of internal action, if taken, would certainly be confidential.  He stated he understood.   He stated to me that he was told he was now banned from our property, but was not concerned as he did not plan to visit us again.  I explained the entire ban process to him, including how he would be notified if he is indeed banned and also what course he could take to have the property reconsider.
 
We also discussed other concerns he has at length, including his opinion that our Slot Machines are too tight.  Ms. Schultz, we truly value all our guests.  In order to be fair to everyone and provide a safe environment we must apply our rules and regulations consistently.  Besides speaking with Slots and Security Staff, Mr. [redacted] also spoke with several of my staff members at different dates and times and also me personally regarding all his concerns.  He has consistently received the same message in response to his Slot Machine opinion.
 
Kindest regards,
 
[redacted]
Guest Relations Manager

I am writing in response to the complaint ID# [redacted] that was submitted by [redacted] regarding her Hotel Room charge dispute for her stay on July 17th.  Ms. [redacted] contacted our Call Center by phone on June 3rd and made 2 reservations each for a two night stay with arrival on July...

17th (two rooms for two nights each) at 12:48 pm.   She was quoted a rate of $359.00 plus tax per room, per night.  She called again on June 21st and modified both reservations from a two night stay to a one night stay (two rooms for one night each) at 12:11 pm.  Her rate of $359.00 plus tax per room, per night, was again confirmed.  Ms. [redacted] was sent a confirmation email on June 21st at 12:35 pm to [redacted] which shows as successfully sent in our system. When Ms. [redacted] checked into our Hotel on July 17th, she was provided with a registration card for each of the two reservations (room #915 & #916).  Each card clearly shows the room rate of $359.00 and she provided her signature on both registration cards in acknowledgment and agreement.  I have attached several supporting documents to this email for your review. In summary, Ms. [redacted] was correctly charged and billed for her stay on July 17th.  We truly value all our guests and do hope that Ms. [redacted] will visit us again.  For future reservations at our Hotel, I suggest she ask for a Call Center Manager or Supervisor for assistance! Kindest regards, [redacted]  |  Guest Relations ManagerPotawatomi Hotel & Casino   |   1721 W. Canal Street, Milwaukee, WI 53233P: 414-847-7899   |   C: 414-687-8490   |   F: 414-645-6866   |   E: [redacted]

Tell us why here...
Ms. [redacted]
Trade Practice Consultant
[redacted]
Revdex.com
 
Dear Ms. [redacted]
 
I am writing in response to complaint ID# [redacted] that was submitted by [redacted] regarding an alleged missed Bingo Game at our property on...

April 26, 2016.  Bingo Management staff spoke with Ms. [redacted] the evening of the event and also yesterday, June 7, 2016.  Other attempts to contact Ms. [redacted] before June 7th were made, but each time her voicemail box was full. 
 
In her complaint to the Revdex.com, Ms. [redacted] states that she misunderstood that the game was continuing after another guest won the special event ticket, which is a pull tab game called simultaneously with a regular game.  Once the winner was verified for the special event ticket, the Bingo Caller announced continuation of the regular Bingo game.  The call time between Bingo number calls were consistent.  This all was verified during an investigation of this situation.  Unfortunately, Ms. [redacted] missed winning the regular Bingo game since she called “Bingo” after additional numbers were called.  In our house rules posted in the Bingo Hall and online, it clearly states “Once the game is closed or the caller starts to call the letter of the next ball, no previous BINGOs will be honored and the game shall continue.”  Our house rules also state “It is the player’s responsibility to shout “BINGO” loud enough to alert the caller to stop the game.” 
 
Ms. [redacted], we truly value all of our guests and in order to be fair to everyone we must apply our rules and regulations consistently.  I apologize that there was confusion in this instance!  I do hope that Ms. [redacted] will visit us again in the future and if she has any questions about Bingo or any other area at our property she should feel free to call!
 
Kindest regards,
 
[redacted]
Guest Relations Manager