My name is [redacted] , and I am writing in response to the complaint submitted on 4/14/2015, by [redacted] ***.On Thursday, April 9th I sent ***, an employee of Quality Glass to this particular customers house, at her request, to give her an estimate on replacement of a broken windowAs with all customers, she was told in advance there would be a charge of $for the estimate, which in turn would be applied to the price of the job, if she chose to have us do the work for herShe agreed to pay the $and asked what form of payment to use [redacted] stated that he'd prefer cash or check as opposed to credit card, because of the 4% fees the CC Co's chargeShe agreed to pay the $in cash, and [redacted] told her he would work up the estimate and call her.On Monday, April 13th, [redacted] called her first thing in the morning (before am) to give her the estimateThe customer did not answer the phone, so he left a message on the phone, letting her know what the price of the job would beShortly after that, the customer called back to say she wanted to proceed with having the work doneIt was the bookkeeper, ***, who took the message and left it on Mike's ***.On Tuesday, April 14th, the customer called again around or 10amBoth of our phone lines were in use, the customer had to leave a message on our answering machineI was the one who took the message off the machine and notified [redacted] of her acceptance of the jobAt that time, I was unaware that the customer had called the previous day and left a message with the bookkeeper.A couple of hours after receiving the message on the answering machine, I received another call which I placed on holdI happened to be the only one working in the shop at the time, and I was in the process of waiting on different customers in person, as well as, having an additional call on hold.The caller hung up after being on hold for more than a minute, and proceeded to call backAgain, I asked her to please holdShe was obviously annoyed that she was being placed on hold while l finished up with my other customers, who were ahead of her, so she continued to keep hanging up and calling right backThis happened 3x's; I had no idea at all who the customer was that was callingOn the 4th call, the woman started to yell at me, and tell me that she didn't want to be put on holdShe was yelling so loudly that the woman in front of me said they would wait while I dealt with the phone call.The caller then identified herself, and proceeded to tell me how she has had to call numerous times over a day period and the owner refused to call her backl told her I received her message that morning and passed it along to ***, but at that time [redacted] was called out on a jobNeither message stated that she wanted a return call from ***, but to just move forward with the jobHer $would have been applied to the job as a deposit, like it was explained to her in the beginningI told her that I had no idea she called the day before, but she immediately started calling me a liar and yelling at me very loudlyI asked her a couple of times to stop yelling and not to accuse me of something that I didn't do, but she would notIn fact, she then went from yelling to screaming as loud as I think she possibly could.She went into a "rant" about [redacted] not returning calls, me being rude and a liar, and demanding her money backShe said if I didn't give her the money back then she would contact the Revdex.com, and then threatened me, stating that she was going to personally post negative things about me all over the internet, and that she would use my name in these thingsThere was no mention of a negative "review" regarding the Business, only negative things about me personally.At that time, I told her that if she did anything like that, then I would contact the Local Police Deptand have a slander charge brought against herI then hung up the phoneFor the next minutes, I received "hang up calls" from a "blocked number"I called [redacted] on his cell phone and told him the entire storyThat was the last contact I had with her, other than reading the "bad reviews" on numerous internet sites, and the negative comments she was making regarding my attitudeLastly, she insisted that I identified myself as "***" each time she calledI don't typically identify myself when I answer the phone, but if asked, I would have no reason not to give my real name, which is "***".As a small family business, we try very hard to please each and every customer, and to maintain the excellent reputation we have worked so hard to establishUnfortunately the damage this customer had done by posting lies and mistruths cannot be undone.Sincerely, [redacted] * [redacted] Office Manager
My name is [redacted] , and I am writing in response to the complaint submitted on 4/14/2015, by [redacted] ***.On Thursday, April 9th I sent ***, an employee of Quality Glass to this particular customers house, at her request, to give her an estimate on replacement of a broken windowAs with all customers, she was told in advance there would be a charge of $for the estimate, which in turn would be applied to the price of the job, if she chose to have us do the work for herShe agreed to pay the $and asked what form of payment to use [redacted] stated that he'd prefer cash or check as opposed to credit card, because of the 4% fees the CC Co's chargeShe agreed to pay the $in cash, and [redacted] told her he would work up the estimate and call her.On Monday, April 13th, [redacted] called her first thing in the morning (before am) to give her the estimateThe customer did not answer the phone, so he left a message on the phone, letting her know what the price of the job would beShortly after that, the customer called back to say she wanted to proceed with having the work doneIt was the bookkeeper, ***, who took the message and left it on Mike's ***.On Tuesday, April 14th, the customer called again around or 10amBoth of our phone lines were in use, the customer had to leave a message on our answering machineI was the one who took the message off the machine and notified [redacted] of her acceptance of the jobAt that time, I was unaware that the customer had called the previous day and left a message with the bookkeeper.A couple of hours after receiving the message on the answering machine, I received another call which I placed on holdI happened to be the only one working in the shop at the time, and I was in the process of waiting on different customers in person, as well as, having an additional call on hold.The caller hung up after being on hold for more than a minute, and proceeded to call backAgain, I asked her to please holdShe was obviously annoyed that she was being placed on hold while l finished up with my other customers, who were ahead of her, so she continued to keep hanging up and calling right backThis happened 3x's; I had no idea at all who the customer was that was callingOn the 4th call, the woman started to yell at me, and tell me that she didn't want to be put on holdShe was yelling so loudly that the woman in front of me said they would wait while I dealt with the phone call.The caller then identified herself, and proceeded to tell me how she has had to call numerous times over a day period and the owner refused to call her backl told her I received her message that morning and passed it along to ***, but at that time [redacted] was called out on a jobNeither message stated that she wanted a return call from ***, but to just move forward with the jobHer $would have been applied to the job as a deposit, like it was explained to her in the beginningI told her that I had no idea she called the day before, but she immediately started calling me a liar and yelling at me very loudlyI asked her a couple of times to stop yelling and not to accuse me of something that I didn't do, but she would notIn fact, she then went from yelling to screaming as loud as I think she possibly could.She went into a "rant" about [redacted] not returning calls, me being rude and a liar, and demanding her money backShe said if I didn't give her the money back then she would contact the Revdex.com, and then threatened me, stating that she was going to personally post negative things about me all over the internet, and that she would use my name in these thingsThere was no mention of a negative "review" regarding the Business, only negative things about me personally.At that time, I told her that if she did anything like that, then I would contact the Local Police Deptand have a slander charge brought against herI then hung up the phoneFor the next minutes, I received "hang up calls" from a "blocked number"I called [redacted] on his cell phone and told him the entire storyThat was the last contact I had with her, other than reading the "bad reviews" on numerous internet sites, and the negative comments she was making regarding my attitudeLastly, she insisted that I identified myself as "***" each time she calledI don't typically identify myself when I answer the phone, but if asked, I would have no reason not to give my real name, which is "***".As a small family business, we try very hard to please each and every customer, and to maintain the excellent reputation we have worked so hard to establishUnfortunately the damage this customer had done by posting lies and mistruths cannot be undone.Sincerely, [redacted] * [redacted] Office Manager