Plaza Tolteca

I am writing in response to your letter dated July 8, regarding complaint # [redacted] against Plaza ToltecaFirst of all, I want to explain the reason why it took longer than expected to take corrective actionI first received notification that the incident that had occurred back on June 21, a few days after it took place via a telephone call from one of my employeesAt that time I was out of the country and did not have access to the restaurant’s computer systems nor to the registers to correct the situation on the spotTherefore, I instructed my employee who took the complaint over the phone to let the customer know that I would correct the situation as soon as I got back from my trip.Upon my return on July 3, 2015, I spoke on the phone with a member of the party who agreed to be the spokesperson for the group and to disperse the money owed to each partyA letter of apology (attachment 1) was written to them and a check for $was included to reimburse for the tip amount that was overcharged to the whole group’s credit cardsIn addition to the check for the overcharge amount, a $gift certificate was included to offset the burden of handling this responsibility and to maintain good customer relations with the affected customers.Following these actions, another member of the same party contacted me via telephone and complained that these actions weren’t enough to correct the situation and that she did not feel satisfied with the actions I had takenSo, on July 12, 2015, the entire tip amount from each check, not just the amount mistakenly charged, was returned to the affected customer’s credit cards for a total of $(attachment 2)This was in addition to the $that was previously paid via check.At Plaza Tolteca, we maintain a high degree of professionalism, customer service, integrity, respect, and deep appreciation to our patronsWe strive to provide an environment where families can come to experience Mexican cuisine and traditions that Mexico has to offerFor this reason, I felt compelled not only to return the overcharged tip amount, but to return the entire tip amount to all the customers in the party since my employee did not deserve to be rewarded for the service he providedThat employee, as a representative of my establishment, did not exercise the values and goals of Plaza Tolteca and for that reason was terminated as soon as the first customer complained about the overchargeI am deeply saddened that these customers had a bad experience at Plaza Tolteca due to the actions of one of my employeesIt is for this reason that I have taken the necessary steps not only to correct the situation and to express our apologies, but I also provided them a gift certificate to give us a chance to earn their business backI hope that the efforts I have made will not only rectify the problem, but also show that Plaza Tolteca does not accept this behavior from our employees and that customer service is our top priority.Thank you for your consideration in your review of this matter and if you have any further questions, please don’t hesitate to contact me.Regards,Maria R***ManagerPLAZA TOLTECA RESTAURANT INC

From: Maria R***Date: Wed, Mar 30, at 1:PMSubject: Hello ** ***To: *** *** I Maria R*** represent Plaza Tolteca and this is about a complaint on 3/11/ID *** There are some points that I want to
bring to your attention. * You didnt come to get the problem fix you send someone else to claim the missing food. * When the person got to the restaurant sat down for about min at the front area and didnt said anything about this matter. *when the employee asked him if he needed help he said he was a the restaurant because he was missing his food. *we asked the cooks if they prepare that plate and they said it was prepared. *The employee who bagged the food said the plate was inside the bag. *the employee who delivered the food said the plate was inside the bag.About the hours of wait r a manager it was because the person you sent said that he want it his money back for the entire order, and my employees are not authorized to give money back when the food its not here( didnt bring food back).They called me and I authorized the employee to make his plate again, at the end he got his plate and he proceed to order some more food and we apologized to him for the inconvenient and he was happy with the outcomeWe never told him to wait hours for his food, the employee said he couldnt return money without authorization and proceed to call the me even if I not here Im always on call, the gentleman asked him at what time the managers were supossed to be back and the employee answer pm didnt mean that he was supposed to wait for the food that long.We apologize for the incovenient, but that plate was made and the gentleman you sent was very happy, I dont think its fear to return the money when the food was made twice and delivered twice,at the end he got his food.Sincerely,Maria R***

I am writing in response to your letter
dated July 8, regarding complaint # *** against Plaza
ToltecaFirst of all, I want to explain the reason why it took
longer than expected to take corrective actionI first received
notification that the incident that had occurred back on
June 21,
a few days after it took place via a telephone call from one of
my employeesAt that time I was out of the country and did not have
access to the restaurant’s computer systems nor to the registers to
correct the situation on the spotTherefore, I instructed my
employee who took the complaint over the phone to let the customer
know that I would correct the situation as soon as I got back from my
trip.Upon my return on July 3, 2015, I spoke
on the phone with a member of the party who agreed to be the
spokesperson for the group and to disperse the money owed to each
partyA letter of apology (attachment 1) was written to them and a
check for $was included to reimburse for the tip amount that
was overcharged to the whole group’s credit cardsIn addition to
the check for the overcharge amount, a $gift certificate was
included to offset the burden of handling this responsibility and to
maintain good customer relations with the affected customersFollowing these actions, another member
of the same party contacted me via telephone and complained that
these actions weren’t enough to correct the situation and that she
did not feel satisfied with the actions I had takenSo, on July 12,
2015, the entire tip amount from each check, not just the
amount mistakenly charged, was returned to the affected customer’s
credit cards for a total of $(attachment 2)This was in
addition to the $that was previously paid via checkAt Plaza Tolteca, we maintain a high
degree of professionalism, customer service, integrity, respect, and
deep appreciation to our patronsWe strive to provide an
environment where families can come to experience Mexican cuisine and
traditions that Mexico has to offerFor this reason, I felt
compelled not only to return the overcharged tip amount, but to
return the entire tip amount to all the customers in the party
since my employee did not deserve to be rewarded for the service he
providedThat employee, as a representative of my establishment,
did not exercise the values and goals of Plaza Tolteca and for that
reason was terminated as soon as the first customer complained about
the overchargeI am deeply saddened that these
customers had a bad experience at Plaza Tolteca due to the actions of
one of my employeesIt is for this reason that I have taken the
necessary steps not only to correct the situation and to express our
apologies, but I also provided them a gift certificate to give us a
chance to earn their business backI hope that the efforts I have
made will not only rectify the problem, but also show that Plaza
Tolteca does not accept this behavior from our employees and that
customer service is our top priorityThank you for your consideration in
your review of this matter and if you have any further questions,
please don’t hesitate to contact me.Regards,Maria R***ManagerPLAZA TOLTECA RESTAURANT INC

I am writing in response to your letter
dated July 8, 2015 regarding complaint # [redacted] against Plaza
Tolteca. First of all, I want to explain the reason why it took
longer than expected to take corrective action. I first received
notification that the incident that had occurred back on June...

21,
2015 a few days after it took place via a telephone call from one of
my employees. At that time I was out of the country and did not have
access to the restaurant’s computer systems nor to the registers to
correct the situation on the spot. Therefore, I instructed my
employee who took the complaint over the phone to let the customer
know that I would correct the situation as soon as I got back from my
trip.Upon my return on July 3, 2015, I spoke
on the phone with a member of the party who agreed to be the
spokesperson for the group and to disperse the money owed to each
party. A letter of apology (attachment 1) was written to them and a
check for $13.00 was included to reimburse for the tip amount that
was overcharged to the whole group’s credit cards. In addition to
the check for the overcharge amount, a $25.00 gift certificate was
included to offset the burden of handling this responsibility and to
maintain good customer relations with the affected customers.Following these actions, another member
of the same party contacted me via telephone and complained that
these actions weren’t enough to correct the situation and that she
did not feel satisfied with the actions I had taken. So, on July 12,
2015, the entire tip amount from each check, not just the
amount mistakenly charged, was returned to the affected customer’s
credit cards for a total of $21.09 (attachment 2). This was in
addition to the $13.00 that was previously paid via check.At Plaza Tolteca, we maintain a high
degree of professionalism, customer service, integrity, respect, and
deep appreciation to our patrons. We strive to provide an
environment where families can come to experience Mexican cuisine and
traditions that Mexico has to offer. For this reason, I felt
compelled not only to return the overcharged tip amount, but to
return the entire tip amount to all the customers in the party
since my employee did not deserve to be rewarded for the service he
provided. That employee, as a representative of my establishment,
did not exercise the values and goals of Plaza Tolteca and for that
reason was terminated as soon as the first customer complained about
the overcharge. I am deeply saddened that these
customers had a bad experience at Plaza Tolteca due to the actions of
one of my employees. It is for this reason that I have taken the
necessary steps not only to correct the situation and to express our
apologies, but I also provided them a gift certificate to give us a
chance to earn their business back. I hope that the efforts I have
made will not only rectify the problem, but also show that Plaza
Tolteca does not accept this behavior from our employees and that
customer service is our top priority.Thank you for your consideration in
your review of this matter and if you have any further questions,
please don’t hesitate to contact me.Regards,Maria R[redacted]ManagerPLAZA TOLTECA RESTAURANT INC.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]