Uptown Tap House

Review: I had spoken to the manger on several occasions about my bank calling me about a potential fraud with this company. They had charged my card three times in the same night for three different amounts. I only visited the location on July 18th and misplaced my card. I had told the manager about this and she said she would look into it but then three days later it was used three times for the amounts. She had told me that the card wasn't there and she would look into it. After several visits, the manager has now stopped talking to me altogether and even stopped serving me.Desired Settlement: I would like an apology fro the establishment and my money back for the night of the 21st of July amounting to 129.30. I would also like the establishment to be investigated for health hazards. Last time I was there, I mentioned a mouse scurrying across the floor which may have also led to the lack of service from the establishment. Thank you.

Business

Response:

October 16, 2014[redacted] is a regular customer in our establishment and has been for some time. We are currently unsure of the exact date she is claiming because both the 7/18 and 7/21 are both listed in the complaint. Both dates as well as the days in between have been checked for the transactions she is claiming but have not been found. The night that she reported she lost her card in our establishment, I had my entire staff search the premises and they were unable to find anything. When [redacted] contacted me saying her card had been charged again we were again unable to find any transaction. We recommended she cancel her card. We also told her if she could bring in a copy of her bank statement showing the transaction we would provide her a refund whether we could find it or not. She still has yet to do so.A week after this incident had transpired she came in to Uptown for drinks. Towards the end of the night she was asked to leave because her level of intoxication was becoming too high and we could no longer morally or legally serve her. She began to get into a verbal altercation with me and began threatening me. She was asked to leave.Last weekend from this date she again came into Uptown. I pulled her aside to ask her why she was unwilling to work with us and why she is making false accusations to which I was met with a great amount of attitude. She was never banned from Uptown nor did I ever say we wouldn't serve her. She was only cut off that night to keep within DC ABRA law which would be the same no matter who the customer is. We take our customers safety very seriously and allowing someone to leave here in a high state of inebriation would be unsafe for her and create a large liability for us.As far as the mouse she is claiming, she never reported this to us. Regardless, we have had our facility inspected and had an exterminator come out just to be sure.We at Uptown strive to provide a great experience for our customers and [redacted] is no exception. We are still willing to work with her in solving this matter.Please feel free to contact me with any questions or concerns at ###-###-####.Thank you for your time,Shani PGeneral Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

As an acknowledged "regular customer" to Uptown, I was insulted by the request to provide my bank statement to prove that I wasn't lying. Furthermore, the bank statement wasn't available at the time I initially brought this up to management. Now that my statements are available, I can see that I've singlehandedly paid for $1305.61 in just the past 12 months, with my husband spending an additional $1237.79 over the same period, not counting cash transactions. In the past year we've spent a total of $2,543.40 and I'm only asking for a refund for one night of disputed activity totaling $129.30.Regarding the incidents that Uptown is bringing up where I was "cut off" and/or "asked to leave". I believe that these are being brought up as ad hominem attacks to somehow undercut my credibility. The first incident did not influence my decision to start this complaint and the second incident occurred "Last weekend from this date" (October 16, 2014), which is after the complaint had been submitted.I'm glad to hear that Uptown has had their facility inspected and an exterminator visit in regards to the mouse sighting. The fact that Uptown management claims I did not report this come to no surprise considering they couldn't find any of my charges, to include the July 18th, 2014 charge for $57.14, which is a valid charge and not in dispute.I'm going to reiterate my desired outcome: I would like $129.30 refunded to my account and an apology from Uptown. If these two actions are met, I will accept the business response and close my complaint with the Revdex.com.

Regards,

Business

Response:

We appreciate [redacted] as a regular customer as we do all of our customers. With that being said,we are a corporate structure with restaurants in several states. It does not matter who the person is or how well we know them, all money must be accounted for. At the time this occurred and now we are willing to provide a refund but could not do so without something proving that there has been an error.We are sorry that she feels as though this is a personal attack but it is not. We treat allof our customers the same whether it is their first time in or their hundredth. We try to make everyone feel welcome and be accommodating but when it comes to the business there are certain rules and laws we must follow. These are put into place by the locality and by the owners.If [redacted] brings in a statement showing that there was an error on our part we would be happy to correct it. However, we cannot do so without written proof.Thank you,Shani PGeneral Manager