Trails Eatery

Dear Mr [redacted] , Your note on the Revdex.com is very concerning to me I would like to address multiple points of your letter We recognize that [redacted] did accidentally run your credit card for the wrong amount and that you caught the mistake before he did We agree that this is an unacceptable mistake We take cash handling very seriously We have revisited this in a documented conversation with *** We spoke to you twice over the phone with respect to your concern The first phone call you spoke with [redacted] , our Manager, on Monday She assured you that the only charge that we have on file for you is the charge of $ She also explained that when we delete a charge on our Point of Sale (P.O.S.) system, it takes some banks until Monday or Tuesday to clear that erroneous “pending charge.” Once the bank reconciles that the charge was voided, you should NOT see it clear your account (meaning move from pending to an actual charge on your statement) We do not control how this process works, or the time that it takes the banks to reconcile; the banks control this We wish it was as instantaneous for your bank account to recognize that the charge was voided as it is on our P.O.Ssystem You called again the next day, and asked to speak with the owner I called you back the afternoon of the same day I received the message In this complaint to the Revdex.com, you asked for a phone call from the owner, which you have received I explained the same details that [redacted] did While we were on the phone, I checked all of our paperwork (credit card slips, server checkouts, and official credit card processing statement) and assured you that we only processed the charge for $ We are happy to make this paperwork available for your review at any time I also let you know that we have a triple check system to avoid double charging guests I asked you if you had checked your account to see if the charge was still in pending You said that you had not checked it yet that day I asked you to call me if, for some reason, that charge moved from pending and cleared your account (although there was no way this could have happened as only the appropriate charge of $was present in our system) I have not heard from you since this conversation I would like to address the comment that there were “several mistakes made with no checks & balances in place.” We were responsible for a single credit card processing error that was reconciled immediatelyIn our phone conversation I also shared with you that we had a triple check system in place to avoid erroneous charges You did not ask for more details during our conversation, but I feel it important to detail that system now First, we require the servers to check for accuracy before they run a credit card Second, the servers also check for accuracy (twice) when reconciling their financials (server checkout) at the end of the day Lastly, we have a manager that checks every single line item on each server’s financial reconciliation for the day This management reconciliation also includes a fine toothcomb over comps and voids (any additional charges on an itemized bill would not be able to just disappear in our system, they would have to be accounted for and explained in these financial lines something very difficult to disguise with a management team that is highly focused on these financial centers)This is our triple check system to ensure credit card and general cash processing accuracy We also use a restaurant specific P.O.Sthat, coupled with good management practices, is designed to reduce opportunities for fraudulent activitiesLiterally, every single key-stroke is logged in our P.O.Ssystem by employee number and may be monitored in real time or at a future time by managementOur P.O.Ssystem disallows you from charging a card for more than the itemized charge for that tableIt is an impossibility in the P.O.Ssystem for [redacted] to have changed your credit card total line to another amount while on your table’s payment screen As this relates to your specific experience, your card was run for another table’s charges Unfortunately, this honest mistake does happen from time to time Furthermore, Even if you had not pointed out the error, [redacted] would have caught this mistake during his shift in one of two ways Either [redacted] would have seen your table still open on his screen when a new group of people went to sit at table you had just vacated, or he would have recognized the mistake when he went to process payment for the table that he erroneously ran your credit card on Either way, our policy in these instances is to notify the manager on duty, and we would assist [redacted] in voiding the erroneous payment and as the correct payment to the correct table Utilizing the P.O.Ssystem and having stringent guidelines for staff accountability as well as effective management systems negates any attempts a server could undergo to “make extra money as a tip since the original itemized receipt is less.” I am thoroughly disappointed that you are making assumptions and accusations about the way that we care for our senior patrons If you have had any level of interaction with myself or my staff, then you would clearly understand that I do not tolerate anyone on my staff who sees our retired and elderly guests as anything other then true gems who have valuable experiences, stories and great energy to share with us We know most of our elderly by name, they are a genuinely joyful part of our every day We cry with their families when they pass, and hold their hands as death takes their life-partners from themIf there is one thing to be said about what we do at The Trails it is that we care for and protect our Seniors I am sure that your Revdex.com complaint and your Yelp review were made in an effort to be protective of the public at large I wish you had waited to make these claims until you had checked your bank account and saw that the erroneous charge did not process I also am disappointed that you made claims about our systems of checks and balances without exploring the issue directly with myself or my management team I hope that your questions or concerns have been adequately addressed in this email and you find this a satisfactory resolution to your concerns Since you have received reconciliation around this event, I request that you redress your Revdex.com complaint and Yelp review, otherwise I view them as slanderous If you feel the need to further discuss anything, I am always available to you Please call any time Sincerely, [redacted] ***- [redacted] Owner/Operator The Trails Eatery 619- [redacted] [email protected]

Dear Mr. [redacted],
 
Your note on the Revdex.com is very concerning to me.  I would like to address multiple points of
your letter.
 
We recognize that [redacted] did accidentally run your credit card
for the wrong amount and that you caught the mistake before he did.  We agree that this is an unacceptable
mistake.  We take cash handling very
seriously.  We have revisited this in a
documented conversation with [redacted].
 
We spoke to you twice over the phone with respect to your
concern.  The first phone call you spoke
with [redacted], our Manager, on Monday. 
She assured you that the only charge that we have on file for you is the
charge of $17.44.  She also explained
that when we delete a charge on our Point of Sale (P.O.S.) system, it takes
some banks until Monday or Tuesday to clear that erroneous “pending charge.”
Once the bank reconciles that the charge was voided, you should NOT see it
clear your account (meaning move from pending to an actual charge on your
statement).  We do not control how this
process works, or the time that it takes the banks to reconcile; the banks
control this.  We wish it was as
instantaneous for your bank account to recognize that the charge was voided as
it is on our P.O.S. system. 
 
You called again the next day, and asked to speak with the
owner.  I called you back the afternoon
of the same day I received the message.  In
this complaint to the Revdex.com, you asked for a phone call from the owner, which you
have received.  I explained the same
details that [redacted] did.  While we were
on the phone, I checked all of our paperwork (credit card slips, server
checkouts, and official credit card processing statement) and assured you that
we only processed the charge for $17.44. 
 We are happy to make this
paperwork available for your review at any time.  I also let you know that we have a triple
check system to avoid double charging guests. 
I asked you if you had checked your account to see if the charge was
still in pending.  You said that you had
not checked it yet that day.  I asked you
to call me if, for some reason, that charge moved from pending and cleared your
account (although there was no way this could have happened as only the
appropriate charge of $17.44 was present in our system).  I have not heard from you since this
conversation.
 
I would like to address the comment that there were “several
mistakes made with no checks & balances in place.”  We were responsible for a single credit card
processing error that was reconciled immediately. In our phone conversation I
also shared with you that we had a triple check system in place to avoid
erroneous charges.  You did not ask for
more details during our conversation, but I feel it important to detail that system now.  First, we require the
servers to check for accuracy before they run a credit card.  Second, the servers also check for accuracy
(twice) when reconciling their financials (server checkout) at the end of the
day.  Lastly, we have a manager that
checks every single line item on each server’s financial reconciliation for the
day.  This management reconciliation also
includes a fine toothcomb over comps and voids (any additional charges on an
itemized bill would not be able to just disappear in our system, they would
have to be accounted for and explained in these financial lines…something very
difficult to disguise with a management team that is highly focused on these
financial centers). This is our triple check system to ensure credit card and
general cash processing accuracy.
 
We also use a restaurant specific P.O.S. that, coupled with
good management practices, is designed to reduce opportunities for fraudulent
activities. Literally, every single key-stroke is logged in our P.O.S. system
by employee number and may be monitored in real time or at a future time by
management. Our P.O.S. system disallows you from charging a card for more than
the itemized charge for that table. It is an impossibility in the P.O.S. system
for [redacted] to have changed your credit card total line to another amount while on
your table’s payment screen.  As this
relates to your specific experience, your card was run for another table’s
charges.  Unfortunately, this honest
mistake does happen from time to time.  Furthermore,
Even if you had not pointed out the error, [redacted] would have caught this mistake
during his shift in one of two ways. 
Either [redacted] would have seen your table still open on his screen when a
new group of people went to sit at table you had just vacated, or he would have
recognized the mistake when he went to process payment for the table that he
erroneously ran your credit card on. 
Either way, our policy in these instances is to notify the manager on
duty, and we would assist [redacted] in voiding the erroneous payment and as the
correct payment to the correct table. 
Utilizing the P.O.S. system and having stringent guidelines for staff
accountability as well as effective management systems negates any attempts a
server could undergo to “make extra money as a tip since the original itemized
receipt is less.”
 
I am thoroughly disappointed that you are making assumptions and
accusations about the way that we care for our senior patrons.   If you have had any level of interaction
with myself or my staff, then you would clearly understand that I do not
tolerate anyone on my staff who sees our retired and elderly guests as anything
other then true gems who have valuable experiences, stories and great energy to
share with us.  We know most of our
elderly by name, they are a genuinely joyful part of our every day.  We cry with their families when they pass,
and hold their hands as death takes their life-partners from them. If there is
one thing to be said about what we do at The Trails it is that we care for and
protect our Seniors. 
 
I am sure that your Revdex.com complaint and your Yelp review were
made in an effort to be protective of the public at large.  I wish you had waited to make these claims
until you had checked your bank account and saw that the erroneous charge did
not process.  I also am disappointed that
you made claims about our systems of checks and balances without exploring the
issue directly with myself or my management team.  I hope that your questions or concerns have
been adequately addressed in this email and you find this a satisfactory resolution
to your concerns.  Since you have
received reconciliation around this event, I request that you redress your Revdex.com
complaint and Yelp review, otherwise I view them as slanderous. 
 
If you feel the need to further discuss anything, I am
always available to you.  Please call any
time.
 
Sincerely,
[redacted]
Owner/Operator
The Trails Eatery
619-[redacted]
[email protected]

Review: My bill on 06/09/15 for my 8am breakfast was $17.44 on my itemized receipt. When my server [redacted] ran my CC he brought presented me my itemized receipt for $17.44 on top of my CC receipt for $27.58. If I hadn't been paying attention I would of signed off on this erroneous bill. When I brought this to his attention he went over and said he canceled the wrong amount. I checked my account today and the original charge of 27.58 cleared my account. [redacted] never canceled the wrong amount. My concern is I had a Patron who was much older who was telling a similar story of the same experience at this establishment. I am making the Revdex.com aware of this because not one mistake was made on my bill but several mistakes were made for the erroneous charge to not be canceled. As evident by the high amount of elderly that frequent this establishment I am highly suspicious that this could be a common practice. I think further investigation is warranted. Either the practice is encouraged or the servers are doing it as a way to make extra money as a tip since the original itemized receipt is less. I will do everything I can you make other patrons aware of this practice at your establishment. I can understand an honest mistake. But when there is obviously several mistakes made with no checks & balances in place then it is considered fraud or more importantly theft.Desired Settlement: I would like the Owner to call me with the resolution so this doesn't happen to another innocent patron.

Business

Response: