The Lodge Bar & Grill

I am responding to complaint id [redacted] , I have included relevant documentation.When the customer in question called The Lodge he was quoted a price of $1500 to reserve a bottle service booth for the night of 12/31/2015. $500 for 20 tickets for him and his friends, as well as a $1000 minimum spend.... The tab of $1000 was to be used for any food or drink purchased that night. After the event the customer contacted me to insist that I had only quoted him 1400, and that I over charged him $100. I explained to him in an email that I believed I had quoted him 1500 and charged him correctly,but that as an act of good faith we would refund the $100. (He even tells me in an email he really needs the money back because he is a "broke college student") He then contacted me again with more issues,wanting more money back after I granted him this initial request for his refund.When we spoke on the phone I was very clear that the 1500 covered only the $500 in tickets and the$1000 credit towards alcohol or food. I was very clear that the tax and service fee would be included the night of. On the night of 12/31/2015 the customer ordered four bottles of alcohol totaling 925 dollars, as stated to him on the phone and as he acknowledges to me in an email that is included, he was charged the $1000 as this was the agreed upon minimum spend amount. He was never charged for any food as he claims, and the receipt is included for proof that no food was ever charged to his bill.( I have attached an email from him claiming that he is ok with paying the extra 75 dollars because they didn't reach the minimum spend of $1000)When he arrived on 12/31/2015 they were taken to their booth and the 4 bottles of liquor were brought to the table. At the point I explained to the customer that I need to magnetically swipe his card( up until this point all we had was a credit card authorization to run his card for the agreed upon deposit of $1500. I explained that it was used to cover the remaining amount on his tab as well as any other bottles they might, I explained that unless he got too drunk and walked out without paying the bill he would have the opportunity to pay using any other method he wanted; that the card would be charged only in the case of them leaving without paying the bill with another method. The customer agreed and gave me his credit card to swipe for a magnetic authorization. When I gave his card back to him he told me they didn't want to go over their 1000 minimum spend so could I alert him before they reached the$1000 subtotal. Once they order the 4th bottle and the tab reached 925, I alerted the customer as requested. He asked me to stop the tab. I went and checked on our other tables and then printed the check and brought it back to the table( the customer and questions was nowhere to be seen so I left the check on their booth, at approximately 2:30 there was no left at the booth, and his group was now here to be found in the restaurant, so as agreed upon at the start of the night I charged his card the remaining tax and service fee for the staff that helped him and his group for the entire night. No charges were made on January 3rd as the customer claims, the attached receipt proves this.I am not sure what other parties he is referencing, of the 5 other VIP parties that were going on that night we have had no other issues or complaints, all bills including taxes and services charges were paid on time and in full. The owner was present the entire night as well and we are unsure what exactly a"rouge owner" is? Sincerely,Matthew ***General Manager The Lodge Bar and Grill [redacted]

This is very unprofessional response from someone who goes by "general manager" and representing a company. To degrade someone due to their financial situation, even if I am a "broke college student" is not professional in any what so manner. As for the "act of good faith" this employee is stating, it in more simple terms means "to clear our conscious". He along with every other manager at this establishment knew what they were doing, and squeezing any dollar they could out of us, the customers. There is no reason I would go to such great lengths as this if I didn't stand for principle and know what the Lodge representatives are saying is in fact wrong. Directly after our initial conversation on 12/29/15 I told him I need to contact my friends and ask if they are ok with this price. Not 30 seconds after I hung up the phone did I create a group chat in which I asked the 19 other guests if they were ok being quoted $1,400 for the night. Now why would I tell 19 people the incorrect price directly after hanging up the phone is up for anyone to decide, however I told them the price of $1,400 as quoted by Matt. I returned the phone call an hour later and said we were ok with the $1,400 however I once again wanted to confirm that there were no additional charges unless we ordered more than $1,000 worth of booze. As I clearly had to gather money from 19 other guests in my party I wanted to ensure I was asking each of them the correct amount. He once again said the $1,400 charge included everything so I went ahead and gave him my credit card info. After I contacted Matt on 1/3/16 and said he overcharged me $100 being charged the $1,500 instead of $1,400 he said "sorry Andrew I believe I initially quoted you $1,500 but it was a very busy month so I may be wrong." This is the most important statement in this entire complaint. He is openly admitting it was a very busy month and his numbers may have been mixed up. It perfectly explains why I would be charged an additional $287.50 after the fact when time and time again I insistently asked if the $1,400 quoted was to include all charges. It has simply come down to my word against his, but as the facts clearly state, and I have 19 other witness to confirm, my word is correct. He clearly was very occupied at the busiest time of the year, dealing with 5+ other parties that his quotes had the potential of being mixed up. All I am asking for is to reimbursed for the $287.50 that is rightfully mine, and as Matt's and every manager at the Lodge's "good faith" knows belongs to me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted]

I am responding to complaint id [redacted], I have included relevant documentation.When the customer in question called The Lodge he was quoted a price of $1500 to reserve a bottle service booth for the night of 12/31/2015. $500 for 20 tickets for him and his friends, as well as a $1000 minimum spend....

The tab of $1000 was to be used for any food or drink purchased that night. After the event the customer contacted me to insist that I had only quoted him 1400, and that I over charged him $100. I explained to him in an email that I believed I had quoted him 1500 and charged him correctly,but that as an act of good faith we would refund the $100. (He even tells me in an email he really needs the money back because he is a "broke college student") He then contacted me again with more issues,wanting more money back after I granted him this initial request for his refund.When we spoke on the phone I was very clear that the 1500 covered only the $500 in tickets and the$1000 credit towards alcohol or food. I was very clear that the tax and service fee would be included the night of. On the night of 12/31/2015 the customer ordered four bottles of alcohol totaling 925 dollars, as stated to him on the phone and as he acknowledges to me in an email that is included, he was charged the $1000 as this was the agreed upon minimum spend amount. He was never charged for any food as he claims, and the receipt is included for proof that no food was ever charged to his bill.( I have attached an email from him claiming that he is ok with paying the extra 75 dollars because they didn't reach the minimum spend of $1000)When he arrived on 12/31/2015 they were taken to their booth and the 4 bottles of liquor were brought to the table. At the point I explained to the customer that I need to magnetically swipe his card( up until this point all we had was a credit card authorization to run his card for the agreed upon deposit of $1500. I explained that it was used to cover the remaining amount on his tab as well as any other bottles they might, I explained that unless he got too drunk and walked out without paying the bill he would have the opportunity to pay using any other method he wanted; that the card would be charged only in the case of them leaving without paying the bill with another method. The customer agreed and gave me his credit card to swipe for a magnetic authorization. When I gave his card back to him he told me they didn't want to go over their 1000 minimum spend so could I alert him before they reached the$1000 subtotal. Once they order the 4th bottle and the tab reached 925, I alerted the customer as requested. He asked me to stop the tab. I went and checked on our other tables and then printed the check and brought it back to the table( the customer and questions was nowhere to be seen so I left the check on their booth, at approximately 2:30 there was no left at the booth, and his group was now here to be found in the restaurant, so as agreed upon at the start of the night I charged his card the remaining tax and service fee for the staff that helped him and his group for the entire night. No charges were made on January 3rd as the customer claims, the attached receipt proves this.I am not sure what other parties he is referencing, of the 5 other VIP parties that were going on that night we have had no other issues or complaints, all bills including taxes and services charges were paid on time and in full. The owner was present the entire night as well and we are unsure what exactly a"rouge owner" is? Sincerely,Matthew [redacted]General Manager The Lodge Bar and Grill[redacted]