Superstition Mountain Music

The customer was behind on her rental payments for an Instrument she was renting under contract from our company. The customer provides information to us on this contract for us to contact her.After she was behind, which we thought may have been from a reissued card due to the new chipping that has...

been occurring. We attempted numerous times to contact her.She was still owing January Payment & her February payment was also past due at the time of this incident.We called daily, sent multiple invoices to the email provided as well as a statement, & mailed to her those invoices, statement & copy of the contract she signed as well as a pamphlet of a Charity organization we work with in case she needed assistance,to the post [redacted]ress she provided. After exhausting multiple calls to her cell phone, leaving messages, emailing & mailing a letter, One of the contacts listed was her workplace, upon calling the number provided there was never an answer.When this customer finally called the morning, she was saying the name of someone we do not have working for us had posted in a public forum on her company website.I asked her if she was sure of the name to try to get to the bottom of it. It was very confusing. I looked at the companies website, searched through all links & saw nothing that indicated a public posting.At the time, I as the owner, was unaware one of my employees (a different name than the one she provided) had attempted contacting her through the "CONTACT US" Form on her place of employments website. I thought he was just using the phone number the customer provided.To the best of my employees knowledge this was not a publicly posted section to the main website. I looked & it was not.She was upset & swearing saying we should have text messaged her & that she does not check her messages.Also she stated that the emails probably went to her junk folder & that she has some thousands of emails there.All the while repeating we should have tried to communicate to her in writing, which we did on numerous occasions.She claims the "Contact US" form went public on the website.I, of course apologized & said I would look further into it. I also explained to her that we used the information she provided on her rental contract & would only call the persons work as a last resort.It was also further explained to her she is in possession of a piece of property not owned by her as stated in the contract.She further claimed the reason she did not call us previously when she received a new billing method was because her gym membership is the same amount & she thought the rental payment was being paid.Then went on to say she thought we would call her, which as previously explained we did.I, of course was apologizing the whole time for her upset feelings & continued to say I would check into it. She then caught up her rental payment. She then emailed us through our "Contact US" form on our website, which comes directly to our email threatening to complain about us. Continuing to say the contact had been posted "publicly" on her place of works website.She sent a copy of the "Contact US" submission my employee had subitted . If it's like any other "Contact US" it goes to an email. My employees name was clearly stated at the end of the email.Hence the confusion from her original call when she did not use that name, but a name of no person we have working here.Had she communicated that, I could have probably figured out what happened sooner.I had my employee, who is young, at 18, explain to me what had happened.  He told me he didn't think he was doing anything wrong & was just trying to get her to call us back. I told him he should have just kept it very vague & just asked her to give us a call.My employee has written an apology to her & her company for any problems it may of caused.He used their "Contact US" section of their website. So, unfortunately I do not have a physical copy of this apology.I thought it was important for him to just do it.  We've all been a young employee & made mistakes. He assures us he has learned a valuable lesson.  There is no amount to dispute as she is renting a musical instrument from us valued at a much higher price she is paying monthly for & signed a contract that says we can use the information she provided to contact her about the instrument she is renting from us.I am not sure what she means by a "retraction" since the "Contact US" goes to an email & my employee did say he put her name in the who he was trying to contact section.Hopefully, the apology my employee wrote will suffice. I intend on calling the company to speak to the owner this week when I can allot the time. I am going to pull the # off the website. Hopefully I will be able to get a live person to pick up.  I understand the Revdex.com wanted a written response within 7 calendar days of this letter. I just opened the letter. Please understand I am a small business & running much of this shop by myself. I did not realize the mail from the Revdex.com was what it was.Feel feel to contact me directly at my shop 480-719-3349. If there is any further clarification needed.Sincerely,Heidi G[redacted]Owner Supersttion Mountain Music, LLC