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Novak's Tavern and Patio

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Novak's Tavern and Patio Reviews (1)

First and foremost, my apologies to Mr. [redacted] for his inconvenience, and most especially for the misinformation given by whomever he spoke with regarding the matter on 8/26.  We do our best to train our staff to properly answer these questions from our customers if/when they're broached, but...

evidently we need to conduct additional education.  To be clear, the $21.83 charge that has been disputed was a bank pre-authorization and it has since dropped off the customers account as a pending charge.  Novak's actually doesn't have control over how long these charges remain pending, because these are the customer's banks that determine the length of time that a pending authorization may stay on an account.  With that said, the Novak's employee that explained that it would drop of "in a week or so" was incorrect as these charges almost always drop off 48-72 hours after the banking week resumes (weekend authorizations typically drop off on Wednesday or Thursday due to banks not being open on Saturday afternoon until Monday morning).  In an effort to explain the miscellaneous disputed amount, I went into the customers tab from that business day and found that they did in fact begin a tab with a bartender where upon opening the charge they kept their tab open for additional purchasing.  In these cases, our system authorizes (we don't charge, we simply verify) the customers account for a $5 balance to ensure that we're not opening a tab for a customer with insufficient funds.  The customers bank likely recognized that this $5 was a preauthorization, so that pending charge may have dropped off their account prior to when they called in to inquire about the $21.83 charge.  Upon closing their tab, when the customer asked to get a final receipt (prior to leaving a tip) their total charge due was $26.83.  They left a $5.17 tip which made their full total $32 for their visit.  The $21.83 misnomer, was the difference between the initial $5 pre-authorization that our system verified upon opening the tab and the final bill before tip of $26.83 ($26.83 - $5 = $21.83).  Again, Novak's never charged the customer this amount, however their bank wasn't certain on how to interpret this authorization, so they kept the amount in question "pending" on the customer's account until they were more clear that it wasn't a merchant charge.  As mentioned, I want to apologize to Mr. [redacted] for both his inconvenience and for our staff's lack of motivation toward resolving this problem on his behalf.  If nothing else, a better explanation would have likely put him more at ease about it.  Typically, customers call in about this and myself or our management does a sufficient job in explaining the situation to the customer and helping with questions that the customer has in trying to figure out what this charge means.  As the owner of this business, I take full responsibility in our staff not providing those answers for our customer, and I will be sure to put a greater emphasis on our staff's awareness into how to treat these situations.  I would be happy to provide additional information and/or make myself more available to Mr. [redacted] to make sure we're doing right by him, but I'm not entirely certain that I can send that by way of this message due to it being a formal response.  Please let them know they can reach out to me directly to this email if they have any desire to continue discussing the situation.  Thank you!

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