Seneca Lake Wine Trail

I have reviewed the response made by the business in reference to complaint ID ***, and find that their resolution was satisfactory to me Please be advised the complaint was placed before they made an offer to resolve the issueTo be sure we were protected on all fronts we took precautions necessary while awaiting his decision to grant us what we askedIt was not a difficult or unusual thing we were asking And we maintain the fact that it was in fact not our errorHowever, the issue was resolved prior to this emailI was still extremely disappointed at the attitude and down right rudeness of MrTHe did resolve the issue, with pressure from usWhich we were thankful forBut he treated us like we were uneducated isHe was in fact unprofessional and unkind towards Mrs ***Moving forward, the matter has been resolved.
Regards,
*** & *** ***

We are responding to your recent letter pertaining to a complaint lodged against us by *** & *** ***We strenuously protest their several inaccurate claims and sincerely hope after reviewing this detailed letter you will see fit to not unfairly punish our organization by not publishing
the customer's bullying complaint and dirtying our otherwise excellent reputation we work very hard to maintainWith over years' experience in ticketed events, we have evolved a very thorough, consistent, and simple policy, expressed in plain English, throughout the ticket ordering processThey first encounter our policy on our main Trail Events Listing page, in the second paragraph: http://***.com They are then reminded about those policies in plain English a second time on the event page itself: http://***.com They are reminded a third time in the embedded page from our ticketing vendor at the bottom of this same pageThey are then reminded a fourth time, when they must click on a box conceding they have read and understand our succinct, plain English Terms & ConditionsPrint screens of these various pages are enclosed with this letter***'s unfortunate choice to not read any of these four plain-English policies is not a failure we can be held responsible forThe policy they check the box for is simply this: Purchases are not refundable * Tickets and passports purchased are not refundable, exchangeable, transferable or changeable and the winery you chose to start at when purchasing your tickets cannot be alteredSeneca Lake Wine Trail events are never cancelledI have read and agree to the above waiverDuring those very infrequent instances where a person like *** chooses to read almost nothing pertaining to the hundreds of dollars in tickets she's about to purchase, we remind people about the policy they agreed to, and were reminded about in their confirmation email, and that is the end of the conversationBut with *** and ***, we agreed to look into the matter to see how we might be able to refund their tickets or switch their tickets, given that our relationship is relatively new with our ticketing vendor ***, and we had not deeply explored their refund/exchange system, given that we don't permit refunds or exchangesThis was after they had peppered us with multiple email messages, phone calls and voicemail message, attempting to bully us and *** into obeying them immediatelyThey were using the tried and true practice of "If Dad says no, ask Mom..." Rinse and repeatEven after assuring both *** and *** that I would get back in touch with them before end of the week, they continued to pepper us and *** with their bullying behaviorTherefore when we gave *** and *** a final answer on what we could do for them, within the timeframe we promised, I was quite firmProfessionally polite, but very, very firmWe do not cotton to bulliesObviously their tactic has been rewarded in the past, so they continue to use itAnd, unfortunately, we ended up capitulating, reinforcing their belief that if they bully somebody enough, that person will eventually give in to their lies and demandsWe ended up defying our policies, and transferring their tickets to the other event, before the end of the weekAnd yet, despite us agreeing to their demands, they still opted to tattle on us to your organization: that decision on their part is quite tellingThey initially claimed, multiple times, that it was our fault, because our website was wrong, and had the wrong event name posted on a pageAnd that was why we should honor their demandsAmazingly enough, hundreds of transactions have taken place for that event over the past several months, and not one other customer seemed to have found that errorWe manage our site content ourselves, and spent an inordinate amount of time scouring both our site and our ticket vendor site, to try and locate the error they claimed existedWe could not find itDuring my many conversations with *** and *** I repeatedly and politely asked them to send me a screen print of the page that misled them because, quite honestly, it is imperative I fix that page before other people are misledNot surprisingly they failed to find the page, or tell me where it was, because I'm very, very certain that page doesn't existAs *** admitted to me during one of our conversations, she really wasn't paying attentionBut rather than admit that up front, she and *** both were compelled to lie about itAnother decision on their part that is quite telling about their characterAs you can see on our letterhead, and website, our DBA is Seneca Lake Wine Trail, yet they're still confused and think we're called "The Finger Lakes- Seneca Lake Wine Tour"Attention to details is clearly not *** nor ***'s strong pointsTheir Desired Settlement: We are not going to write an apology letter to *** and ***: we have nothing to apologize for, other than failing to consistently uphold our long-established and thoroughly communicated policies, as we ultimately did ail that they repeatedly demanded in their bullying fashionWe maintain excellent customer service habits, as reflected by a variety of objective third parties including *** and the many thousands of positive interactions we have with an overwhelming majority of our customers every yearWe have reviewed our customer service policy, and in the future will more firmly adhere to our policies, not succumb to bullying, and continue to do so professionally and politely, but not weaklyThere is no Disputed Amount of money, because days before we received your letter, and only a few days after they initially started their bullying campaign, we capitulated and agreed to their demandsTheir character is revealed yet again, as they evidently tattled on us to the Revdex.com even before giving us the few days we requested to conclude the matterOur Desired Settlement: They can send us a letter or email identifying the faulty page they claimed existed, so we can make sure other customers aren't impacted, or concede that the page never existed, and apologize for choosing to lie about itThey can also apologize for their inexcusably rude behavior to both myself, my staff and the employees at *** and vow to review their policy of dealing with other humans, and concede to doing so in a friendlier, less bullying way in the futureI also hope your organization will also assure us *** and ***'s claims will not negatively impact our record with the Revdex.comAs a former, proud employee of a local Chamber of Commerce, I highly value your organization, and very much do not want their lies to pollute our profileYou're of course always welcome to reach out to me over the phone to chat further if you preferWe very much hope we can resolve this situation promptly and amicablySincerely, Paul TExecutive Director