The Place

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

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I was contacted via email by *** ***'s father after this incidentWe are a very small restaurant with no waiting areaMy hostess is instructed to have people wait at the bar until a table can be prepared for the guestHowever if their isn't room at the bar and a table is available, due to the
nature of the situation my hostess should have sat themI have recently trained her thoroughly on how different situations should be handledIt was her first week of employment with usI have also gotten rid of one of the tables in my restaurant to put a bench I purchased for guests to wait if the bar is full*** *** has since been in contact with me via *** and email and plans to come back

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.

This is the google posting [redacted] put up.  I told the whole story in my response below.  We have been working on his behalf from day one and continue to do so.  These are special order doors, they have been corrected by the manufacturer, and we are waiting for the hardware to reinstall...

them.  Mrs [redacted] called today and said [redacted] doesn't want to come in to check them and "will give us one last chance to install them".  As soon as the pins arrive, we are going to put the door back together and make sure it is correct.  Then we will call and schedule with Mrs. [redacted] to install.  By the way, [redacted] did the mortar work the first time.  I am paying a mason to do the mortar work when we bring them back.  Both Mr. and Mrs. [redacted] have mentioned to Tim that they don't want to pay the balance on the door.  That is not acceptable to me.  We will require the balance be paid via cash or check once they visually check the doors in their home but BEFORE we install them.  I don't know what he is talking about when he said I was "actually laughing" while on the phone.  Why would I laugh when I have an angry client on the phone?  I would not.[redacted]'s google review:Purchased a fireplace over a year ago that is still not installed. They have been out 6 times trying to install it and each time they came there was an issue with the the fireplace they were trying to install. Now they are refusing to allow us to return the fireplace and have left our original fireplace dismantled and have taken our original fireplace door. We are now forced to take legal action against this company so that we are able to get our money back. Andrea who is the owner is very unprofessional and was actually laughing on the phone when we were trying to resolve this. The other owner Tim is also very unprofessional and uses his employees to refer messages as opposed to handling the situation himself like a business owner should. They state they guarantee 100% satisfaction and that they will resolve any issues until your satisfied but that has not been the case. This company does not stand behind there products and I would highly recommend looking elsewhere before going here. They may have a fancy showroom but as a customer my concern is the quality of products and the level of customer service I receive when shopping or dealing with issues and both of those were absolutely not meResponse from the ownerin the last week[redacted], we will have come to your home SEVEN times to complete this transaction. 1st - To measure and quote your custom fireplace doors, which you ordered on 10/20/16 and were installed on 1/18/17. 2nd - we installed them. 3rd - you called saying the one door wasn't sealing totally so we came to your home and performed the on-site adjustment per the manufacturer"s instructions. (no charge) It did not resolve the issue so the manufacturer wanted us to ship them back immediately. However , since they were usable, we negotiated for you to use them for the winter and we would come back to get them in the summer to ship in for repair. We agreed you would pay the $843 balance after they were repaired. You used the doors all winter and in the summer, we called to pick up the doors. Your phone number was disconnected. We called your work number; you no longer were employed there. 4th - we drove to your home to make sure you were all right, got your new phone numbers, and scheduled pick-up of the doors.(no charge) 5th- we removed the doors and shipped them back to the manufacturer (no charge). 6th - returned to install the repaired door last Thursday (no charge). Unfortunately, when our mason unboxed them at your home, he discovered the installation hinge pins had not been shipped back with the door. We immediately called the manufacturer and left the door at your home so we could come back to install when the hinge pins arrived. You had us dispose of your old original doors last January when we installed the new one. It was large, dirty, and we took them to the dump for you (no charge). Saturday morning, only 1.5 days after we discovered the missing hinge pins, you called the store yelling that you were dropping off the doors and were picking up a refund check or taking me to court, then hung up on me. Since Tim, our hearth manager, had been working with your wife, I called him to find out what was going on and I immediately called you back, leaving a message on your machine. A different person called me back (son?) and I explained the situation to him your large, custom-made doors with special glass and are non-returnable. They have been repaired under warranty, we were committed to making sure they now fully seal, and would be reinstalled asap. He said you were there and he would relay the message. A while later, you showed up insisting on a check from Nate. He knew nothing about it so came and asked me ( I was with another client), when he come back without a check, you started LOUDLY yelling “F” profanities in a showroom full of clients and stormed out, leaving your doors on our sidewalk. You were so loud that a client, who was speaking to us over the phone, was shocked by the profanity and asked what was happening.[redacted], I only spoke to you for a couple minutes on the phone when I was trying to figure out what you were angry about. I barely had an opportunity to talk and I certainly did not laugh. Tim, our hearth manager, was at a client’s home or would have spoken to you Saturday. When Nate interrupted me and asked if I had a check for you, I sent the same message I gave left on the phone and with your son, that we would be back in a few days to reinstall your repaired doors and they are non-returnable. The one issue is now fixed. We just need to reinstall, which will be our 7th trip (again, of course, at no charge). My family has worked 50 years to make a nice showroom so our clients can comfortably shop for quality products. Sometimes even quality products have issues, which is why you have a warranty that the manufacturer and we support. The hinge pins have shipped. Tim followed up with your wife on Saturday afternoon and again today, Tuesday, that when the pins arrive, he will put the doors together in our showroom and you can come in to inspect them. Once they are re-mortared in, we will collect the balance you owe, and you will be ready to use them again this winter.Tell us why here...

Initial Business Response /* (1000, 10, 2016/06/09) */
[redacted]
On 8/26/15, we were hired by this client to come to their home and fix a water leak in their hot tub's equipment area. Upon arrival and...

examination, we found a serious safety issue with the 220 electric line. It was a situation which could cause our technician's, or the client's, death by electrocution; not something just needing to be brought "up to date".
ALL hot tubs are required to meet the NATIONAL codes 680-12 & 680-42. When a client orders service, we don't ask if their electric is to code BECAUSE THEY ALL SHOULD BE.
It is 68 miles round trip to this client's home from our store. They were charged $159 plus tax, the charge for a call by a certified technician. Of no fault of ours, we were unable to perform the work requested; however, it is untrue that we "did nothing". With drive time, we spent over 2 hours serving them. Most importantly, we alerted the client to the dangerous situation and educated them on how to rectify it.
The client complained that she did not want to pay because her tub was not fixed. As a good will measure, I offered a $100 labor credit, on account, for when we come back to fix the tub, after a certified electrician makes it safe. She accepted. Nine months later, she filed this Revdex.com complaint.
Although the credit was to have their tub fixed, I will revise it to include the purchase of care products. We can ship product via UPS so they do not have to drive the 68 miles. Hopefully, they have had the electric brought up to code, if they are using the hot tub!
Everything is recorded in our system, including the $100 credit. They should have received a copy of the service call from the technician last year, but I added the note, regarding the revised credit, to their service ticket and attached it for your and their records.
Andrea R[redacted], President of The Place

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: My 75 year old [redacted] father who's health is failing requested my wife and I take him to this restaurant he has a very difficult time walking and as he is on the last leg of his life. When we arrived at 6:45pm we entered this facility where two families were leaving and there was no one waiting, we were told the kitchen was backed up and it would be a 25 minute wait, we said that's ok well visit and get a beverage if we could be seated in one of many open tables then explained I would like my father to set in a chair. My father was never given a chair to set in and when he found a seat we were told by the waitress that the owner said we could not get a table even know there were 6 available with no one waiting and said we have to go else where. This was very hard on my father and we managed but feel this establishment should acknowledge the poor customer service and be more considerate towards the elderly as well all be there someday.Desired Settlement: I would like the owner of this establishment to acknowledge the lack of customer service and pay more attention to the elderly when they enter his facility. I am a business owner and want to be told if my company fails in anyway so that I can thrive to achieve very high standards in customer service, the restaurant owner might not think it was a big deal but trust me what it put us through to get there and then leave and find another place ruined our evening.

Business

Response:

I was contacted via email by [redacted]'s father after this incident. We are a very small restaurant with no waiting area. My hostess is instructed to have people wait at the bar until a table can be prepared for the guest. However if their isn't room at the bar and a table is available, due to the nature of the situation my hostess should have sat them. I have recently trained her thoroughly on how different situations should be handled. It was her first week of employment with us. I have also gotten rid of one of the 22 tables in my restaurant to put a bench I purchased for guests to wait if the bar is full. [redacted] has since been in contact with me via [redacted] and email and plans to come back.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.