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New Hope Heating & Air

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New Hope Heating & Air Reviews (1)

Initial Business Response / [redacted] (1000, 5, 2016/11/12) */ To be clear, the consumer who is filing this complaint was a part of a group of total, all of whom ordered Mahi Mahi fish dinnersOne of the three diners ate her fish dinner in its entirety and without consequenceThe consumer and the other diner ate their vegetables, startch, bread and butterAt the end of the meal the consumer who is complaining said that two of the fish dinners were spoiled, fishyWhen the Lounge Manager/Server offered to make two more fish dinners, the consumer said it was too late for thatThen, as other diners attested, the consumer in a loud, commanding and verbally abusive nature commanded the Manager Server to give them two pasta entrees to go and also informed that they would be deduction [redacted] from their bill because they were not going to pay for of the fish dinnersThe Manager informed that the meals were not spoiled and that she would not be providing two complimentary dinners for the consumer to take home.However, the Manager Server DID wrap up the leftovers of the two uneaten Mahi dinners for the consumer and her friend to take home, which they eventually didHowever, still the consumer refused to pay her bill and began making a scene in the lounge to the point that disturbed diners were complaining to the ManagerThen, the Manager Server told the consumer who refused to pay her bill that she had no choice but to call the Munster PoliceThe consumer got in her vehicle and left the Cafe, however, was detained by police a block downShe was escorted back to the Cafe and was instructed by police that she must pay her bill which finally, she didThe staff gave the consumer by cell phone number and I returned her call when she left a voice mail messageShe voiced her perspective on the matter which caused me to ask her for more time so I could get more detailI spoke to the Chef who informed me that the fish came in fresh that morning from Sysco Foods and that over orders of Mahi from that batch had been served with no incidentThe Host when questioned stated that he was embarassed for the consumer for her inappropriate behaviorThe Manager Server was flustered, trying everything to make the consumer happyI called the consumer back for the third time to let her know that after much investigating and thought it was best that she not patronize the Cafe since we will not serve herThat was when the consumer informed me that she is a teacher and that she knows "higher ups" and that she was going to report us and that we would greatly regret the way this was handledWe take much pride in what we doRarely, do we get consumer complaints and if we do things are taken quite seriouslyOur team of Chefs and Servers are career food service personnel who have been with me some of them for close to yearsFor me, this is not about the money it is about the inappropriate behavior of this consumerWe must treat our consumers fairly and without discriminationWe follow standard protocol When the consumer said to me on the phone,"pasta is cheap, it doesn't cost you anything, it's no big deal for you to 'substitute'."I had had enoughEveryone knows they must pay for what they orderIf something is spoiled, there's an exceptionThe third consumer at the table ate her dinner from the same batch of fish and without consequenceThe police who tracked the consumer down when trying to dine and dash said the consumer is obligated to pay her billI request that the consumer does not ever return to Cafe Borgia Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let me start out by saying that the owner's account is full of fabrications! We are three college educated ladies that met to enjoy a night out for dinner(We are NOT diners and dashers!) When we received our fish that tasted funny, we waited for some time before finally getting the server's attentionShe was busy helping other tablesWhen we finally did get her attention, THE SERVER said, "I wish you would have said something sooner"That's when we told her that we were trying to get her attention but she was busyShe NEVER once came by our table to see how the meal wasShe never once offered to cook us another mealShe never once offered to make the situation rightShe said she would bring us some pasta but we would have to pay for itThe girl who did eat her meal also complained that is tasted fishy but yes, she did eat hers and paid for itThe other girl did eat her sides that came with the fish which is why she asked if she could have more of the pasta on the side that she liked in place of the fishMy plate was not touched at all other than the first bite of fish I tookThe reality is that we did not want to risk getting sick from the fish so we did not eat itAs I told the owner, the situation could have been handled so much better by the serverWe informed the server that we did not feel we had to pay for a meal we did not eatWe never raised our voicesWe never demanded that she box us another meal, nor did we ask to have the fish boxed at the timeWe simply said we did not intend on paying for the mealShe replied, "You do what you feel you need to do"We left money on the table for everything but the two meals we did not eatAs we were walking out, the server yelled, "Call the police!"If the establishment has cameras, I urge (the owner) to view themOne member of our party waited inside for the police to arrive, the other two waited outsideWe waited for some time and the police never came so we leftOn our way out of the parking lot we saw the police and gladly pulled over and went back to the restaurant to resolve our complaintYes, the police said that since we ordered the fish and were served the fish that we had to pay for it by law whether it was bad or notIt was then that we asked for our food to be boxed if we had to pay for it! On a side note, the police officer did talk to us outside and thought the whole thing was ridiculous and didn't think that we should have been charged but unfortunately it is the lawThere was no inappropriate behavior on our partsIn my three conversations with the owner she was anything but pleasant to talk toI never said I was a school teacher! I did say that I have been in the customer service industry for over years and have never experienced such poor customer service in my lifeAfter speaking with the owner, I decided to go on Yelp and rate their establishment(At this point more so based on the lack of customer service more than the spoiled food) It was then that I saw other complaints about customers that were served burnt food and had to pay for itI decided to take my complaint to the Revdex.comGood customer service is so important for repeat businessYes, I did tell the owner that pasta is cheap only to imply that in place of the bad fish we just wanted more of the pasta that came with the dishThat was not much to ask for to make the situation right and keep your customer happyI am appalled at how elevated this has becomeAnd more shocked at the behavior of the ownerI can see at this point, there is no intention of the owner apologizing and making the situation rightHowever, I have and will continue to tell others of the horrible experience I had at their establishment in hopes that others don't go through what we did Final Business Response / [redacted] (4000, 9, 2016/11/15) */ The consumer received what she ordered and paid for with the assistance of the Munster Police Department bringing her back to the Cafe to do soThe food was not spoiledAs the consumer informs, the third party at the table ordered and ate the same full Mahi Mahi dinner and without consequenceOver orders of that same fish dinner were served that evening and from the same batch of Mahi that was delivered that morningThere were no calls of any kind or complaints of any nature relating to spoilage of the MahiI appreciate that the consumer offers to spread the word that diners are expected to pay for what they order at Cafe BorgiaUnfortunately, this consumer chooses to do so in a hostile and threatening mannerIn addition, we have taken her word for the dinner that the second guest at the table didn't eat, however, took home, as wellFinally, this consumer is no longer allowed to patronize Cafe Borgia because of the disruption that she caused our operation on the evening describedNever is it a good feeling to have a dissatisfied diner, however, it is impossible to make everyone happy

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