Veritas Roofing

Initial Business Response / [redacted] (1000, 5, 2016/09/15) */ I am the sole owner and teacher of Mona Lisa And WineA class was scheduled but was cancelled due to a major medical emergency with my out-of-state 90+ year old parents which required my immediate departure from the stateAs no back-up teacher was available I asked an associate to call and communicate to attendees that the class was cancelledI was told a message was left for all attendees who purchased admission The claimant states that I ruined a bachelorette partyHowever, NO party was scheduled with Mona Lisa And WineFour guests had purchased a total of admissions for a scheduled classMona Lisa And Wine was not notified of any celebration guest planned to execute during the public class To my dismay, a few of the guests did not receive the message that the class had been cancelledWhen these guests showed up with the bride and the studio was closed they became belligerent, and left multiple nasty messages on the company voice mail and subsequently all over social media that I had blown them off and ruined their partyAgain, no specific party was scheduled with Mona Lisa And WineThey were only attendees to a classNo one had communicated to us that guest were planning to celebrate a special eventWhen I became aware of the issue I spoke to one of the attendees and explained what happenedI apologized, explained the situation, and offered a full refund plus a free private party, as well as gift certificates, for all involvedThis call took place while I was out of town, and I did not return to Nevada until the following week, as I was still out of town dealing with this grave situationOnce I return on Labor Day evening I followed up again with the individual filing this complaint and reaffirmed that I was issuing refunds, gift certificates, etcUpon my return I was met with belligerent communication that I did not immediately call the bride and had not immediately issued immediate credit card refundsI am the sole owner with no employeesNo refunds could be issued without my signature which required me to be in NevadaNote, the bride had not purchased an admission and therefore I did know she was a bride who was attending, nor did I know her name or contact informationA friend had purchased the Bride's admission ticket for herI spent the next few days after Labor Day trying to obtain their credit card numbers to issue a creditAs admission is purchased on-line through a third party vendor, I do not have access to their credit card numbers to issue the creditOnce I realized I could not obtain their credit card numbers in a timely bases, I issued checks and gift certificates to all purchasersThe bride's sister had purchased admission for her, therefore the check and gift certificate was issued to her sisterThe bride was not a client of Mona Lisa And WineAfter several more continuous belligerent phone calls and texts from the "girls" stating I had ruined the brides party I was able to obtain the brides contact information and I contacted herI apologized, explained that this is not typical of how we do business- as all past guest reviews have exemplifiedI explained the situation to the bride, apologized, explained that no party had been plannedNevertheless, I advised that all individuals who had purchased admission were sent a refund check and a gift certificateAdditionally, I reaffirmed to the bride that I would throw her a party, at the time and place of her choosing, at no costThe party could include anyone she wanted, but it was not limited to nor did it require participation from the bridesmaidsI did communicate that her friends had been very vocal and aggressive to me, and she stated that she felt they had over-reactedI advised the bride that the guests who had purchased admission were refunded their full purchase fee (via check) and received a gift certificateI then advised that I would deal directly with the bride for any additional party or any other way that I can help her celebrate this special timeAgain, the bride was not a client of Mona Lisa And Wine It is unfortunate that a family medical emergency caused this situationHowever, my track-record of satisfied customers is very strongAs I have refunded the claimants admission fee, provided gift certificates, and apologized, I feel I have provided significant customer service to the guestsFurthermore, I have offered a non-customer (the bride) a party or any other item/action of her choosing as a customer service gesture I have apologized for the unforeseen and uncontrollable situation, provided refunds, provided additional value and offered unlimited, open ended offers of good willAs such, I respectfully request that this claim be dismissed Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As the business owners response is full of lies, I will not accept the responseHere are the statements that I have major issues with (in the order they appear in the owner's response: It does not matter that we did not inform the business that it was a bachelorette partyEven if it had not been a bachelorette party, the business still failed to notify AT LEAST of their customers of the last minute cancellation I am not sure what the owner thinks "belligerent" means, but I was not belligerent with her at any point in timeFrustrated? YesAngry? Most definitelyAdamantHow could I not be? I cannot speak for the voicemails and/or calls from the other women, but I made it a point to not raise my voice at her or swear at her one time - because that doesn't accomplish anythingAnd even if I did, I honestly feel like it would have been warranted by the situation ***: "Upon my return I was met with belligerent communication that I did not immediately call the bride and had not immediately issued immediate credit card refunds." What? Completely, 100% (at least on my part, once again I cannot speak for the other women) [redacted] did call me on Labor DayI was in NO WAY belligerent with herShe explained the situation and I explained that we were completely understanding of her family emergency, but were upset because of her lack of communication with usDuring this phone call I told her that we totally understand that credit refunds had not been issued immediatelyAgain, at this point our major complaint was the radio silence on her end, which, again, is what I communicated to herShe informed me during this call that she had already left a voicemail for one bridesmaids (true), that she was going to call the remaining bridesmaids AND the bride immediately after hanging up with me, and that she was going to call ALL of us back once again the following day to follow up on the refund processNeither of these two things occurred [redacted] also alleges that she still did not have the bride's contact information at this point which is a blatant lieI gave her the brides phone number as well of the maid of honors phone number during the phone call on Labor Day Even though she did not contact the other bridesmaids or the other bride when she said that she would, or contact us the following day that she said she would, I waited until Thursday to contact herTo reiterate: after my phone call with her on Monday, no one received any further communication with her until I texted her on Thursday, despite her promises to stay in contact On Thursday, September 8th, I texted her asking why we had not heard from her: " [redacted] this is [redacted] Just wondering why we haven't heard from you, as you said you would be calling again TuesdayAlso according to [redacted] and [redacted] they haven't heard from you at allReally we just prefer to be kept in the loop no matter what is going onPlease keep us posted on how refunds are going, and I know the bride [redacted] would really appreciate a phone call." (not belligerent in the slightest) [redacted] responded that refunds were being sent to each of us and asked me to send her a list of everyone's email - which I did immediatelyDespite this, we still received no emails or phone calls On Saturday, September 10, I texted [redacted] once again: "***It has been over two weeks since our scheduled eventI have given you multiple forms of contact information for the bride and you still have yet to call her to personally apologizeThat not okay and there is no excuseWe should not have to call/text/email/review multiple times for you to contact usYou have also not followed through on anything that you said in our phone call on MondayYou have not called all of the other bridesmaidsYou have not emailed us refunds/gift certificatesWe are all getting every promotional email you have sent out in the past week, so obviously there is time to promote your businessWhat about customer service? What is going on? You need to communicate with usOur patience is beginning to wear very thin." (AGAIN, NOT "belligerent" in the slightest) [redacted] called me soon after this message was sent and did not even bother to scroll up on her phone to know which bridesmaid I was; her first words when SHE called ME were "Who am I speaking with?" She proceeded to offer a list of excuses as to why she had not contacted anyone or followed through on any of her promises: she was in a meeting that morning, she had to contact a lawyer, she uses a 3rd party for credit cards, etcI was unforgiving with her in regards to these excuses because once again, our main issue was not the money, it was the lack of communicationI am not a ridiculous personI understand that things take timeBut [redacted] did not take the time to keep us in the loop, despite my asking her to do so several times During the phone call on Saturday, [redacted] also said that she would be calling [redacted] (and FINALLY did so), and that our checks were in the mailI told her that was great if it was true, but that my experience up to that point with her told me that her words were untrueShe said that she did not blame me for having those thoughts Shortly thereafter, [redacted] sent the bridesmaids a group email, stating that the checks were in the mail and that we should contact her if we did not receive them by Wednesday It is now the following Sunday (today, the 18th) and I still have not received my checkI do not believe she ever sent itI contacted [redacted] today, as she instructed us to and told her my check had not comeShe asked me to confirm my address, so I went to my confirmation email from her business that lists my address told her that the information listed was correctShe proceeded to treat me as though I was not being cooperative with her and suggested that the missing check was MY fault, texting "I asked you to confirm because people often type incorrectlyIf u don't want to confirm to ensure proper communication I will assume the address is correct and us that address" I was very confused by this message, as I had confirmed my addressI sent her the photo with the address and stated that it was indeed correctI texted this back to her and again she was rude, acting as though I was being uncooperative: "I am trying to assist you and communicate but, per you, I will not bother communicating to confirm" Again, I was extremely confused by her responseI have no idea why she thought I was telling her not to communicate because every single time I have come into contact with her I have told her that she needs to communicate with us moreI have no idea why the picture and written confirmation of my address were not enough for her When I expressed my dissatisfaction with her attitude towards me, she accused me of calling her questions "silly", which is completely falseShe asked me one question and I provided the answer to it immediately As [redacted] expresses multiple times in her response, the bride was not a customer of her businessSo the fact that the bride - who is a very nice person who does not like conflict - said that the bridesmaids over-reacted is a moot pointFurthermore, we did not over-reactIt has been almost a month since our scheduled event, and I still have not been refundedThe owner has treated me with nothing but contemptShe has given me nothing but excusesI have every right to be upset, and I do not feel as though I have been overly aggressive (or "belligerent" as [redacted] wants to put it), and I feel that my texts to her that are quoted above prove that fact ***: "I advised the bride that the guests who had purchased admission were refunded their full purchase fee (via check) and received a gift certificate"This was also a lieNone of the bridesmaid had received a refund check at that point in time, and did not receive one for at least days (and in my case not at all) ***: "As I have refunded the claimants admission fee, provided gift certificates, and apologized, I feel I have provided significant customer service to the guests"This is also a lieI have yet to receive my admission fee backI have yet to receive a gift certificate***'s actions (or lack thereof) and her demeanor towards me throughout this experience can not be considered "significant customer service"She has been defensive, rude, interruptive, condescending and generally unpleasant with meThat is not customer service As I have yet to receive a refund, I refuse to accept this responseI would appreciate if the owner's subsequent response is not full of lies, exaggerations, or half-truths as the one above is Final Business Response / [redacted] (4000, 12, 2016/10/06) */ RESPONSE A refund for $and a gift certificate was been sent and cashed by the complainant, as evidenced by the cancelled check attachedAlthough no bachelorette party was scheduled at Mona Lisa And Wine, just several girls planning to celebrating during a public class, and the bride was never a customer of Mona Lisa And Wine and had not purchased a ticket, the Bride was offered a free party with free alcohol at any time of her choosing, with her familyThe other three girls who purchased tickets to the public class were also issued their $refund and a free gift certificateAs full refunds have been issued and checks cashed, and a significant value added event was offered to an individual who was NOT a customer of Mona Lisa And WineWe consider this matter closed

Initial Business Response /* (1000, 5, 2016/09/15) */
I am the sole owner and teacher of Mona Lisa And Wine. A class was scheduled but was cancelled due to a major medical emergency with my out-of-state 90+ year old parents which required my immediate departure from the state. As no back-up...

teacher was available I asked an associate to call and communicate to attendees that the class was cancelled. I was told a message was left for all attendees who purchased admission.
The claimant states that I ruined a bachelorette party. However, NO party was scheduled with Mona Lisa And Wine. Four guests had purchased a total of 5 admissions for a scheduled class. Mona Lisa And Wine was not notified of any celebration guest planned to execute during the public class.
To my dismay, a few of the guests did not receive the message that the class had been cancelled. When these guests showed up with the bride and the studio was closed they became belligerent, and left multiple nasty messages on the company voice mail and subsequently all over social media that I had blown them off and ruined their party. Again, no specific party was scheduled with Mona Lisa And Wine. They were only attendees to a class. No one had communicated to us that guest were planning to celebrate a special event. When I became aware of the issue I spoke to one of the attendees and explained what happened. I apologized, explained the situation, and offered a full refund plus a free private party, as well as gift certificates, for all involved. This call took place while I was out of town, and I did not return to Nevada until the following week, as I was still out of town dealing with this grave situation. Once I return on Labor Day evening I followed up again with the individual filing this complaint and reaffirmed that I was issuing refunds, gift certificates, etc. Upon my return I was met with belligerent communication that I did not immediately call the bride and had not immediately issued immediate credit card refunds. I am the sole owner with no employees. No refunds could be issued without my signature which required me to be in Nevada. Note, the bride had not purchased an admission and therefore I did know she was a bride who was attending, nor did I know her name or contact information. A friend had purchased the Bride's admission ticket for her. I spent the next few days after Labor Day trying to obtain their credit card numbers to issue a credit. As admission is purchased on-line through a third party vendor, I do not have access to their credit card numbers to issue the credit. Once I realized I could not obtain their credit card numbers in a timely bases, I issued checks and gift certificates to all purchasers. The bride's sister had purchased admission for her, therefore the check and gift certificate was issued to her sister. The bride was not a client of Mona Lisa And Wine. After several more continuous belligerent phone calls and texts from the "girls" stating I had ruined the brides party I was able to obtain the brides contact information and I contacted her. I apologized, explained that this is not typical of how we do business- as all past guest reviews have exemplified. I explained the situation to the bride, apologized, explained that no party had been planned. Nevertheless, I advised that all individuals who had purchased admission were sent a refund check and a gift certificate. Additionally, I reaffirmed to the bride that I would throw her a party, at the time and place of her choosing, at no cost. The party could include anyone she wanted, but it was not limited to nor did it require participation from the bridesmaids. I did communicate that her friends had been very vocal and aggressive to me, and she stated that she felt they had over-reacted. I advised the bride that the guests who had purchased admission were refunded their full purchase fee (via check) and received a gift certificate. I then advised that I would deal directly with the bride for any additional party or any other way that I can help her celebrate this special time. Again, the bride was not a client of Mona Lisa And Wine.
It is unfortunate that a family medical emergency caused this situation. However, my track-record of satisfied customers is very strong. As I have refunded the claimants admission fee, provided gift certificates, and apologized, I feel I have provided significant customer service to the guests. Furthermore, I have offered a non-customer (the bride) a party or any other item/action of her choosing as a customer service gesture.
I have apologized for the unforeseen and uncontrollable situation, provided refunds, provided additional value and offered unlimited, open ended offers of good will. As such, I respectfully request that this claim be dismissed.
Initial Consumer Rebuttal /* (3000, 8, 2016/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As the business owners response is full of lies, I will not accept the response. Here are the statements that I have major issues with (in the order they appear in the owner's response:
1. It does not matter that we did not inform the business that it was a bachelorette party. Even if it had not been a bachelorette party, the business still failed to notify AT LEAST 5 of their customers of the last minute cancellation.
2. I am not sure what the owner thinks "belligerent" means, but I was not belligerent with her at any point in time. Frustrated? Yes. Angry? Most definitely. Adamant. How could I not be? I cannot speak for the voicemails and/or calls from the other women, but I made it a point to not raise my voice at her or swear at her one time - because that doesn't accomplish anything. And even if I did, I honestly feel like it would have been warranted by the situation.
3. [redacted]: "Upon my return I was met with belligerent communication that I did not immediately call the bride and had not immediately issued immediate credit card refunds."
What? Completely, 100% false (at least on my part, once again I cannot speak for the other women).
[redacted] did call me on Labor Day. I was in NO WAY belligerent with her. She explained the situation and I explained that we were completely understanding of her family emergency, but were upset because of her lack of communication with us. During this phone call I told her that we totally understand that credit refunds had not been issued immediately. Again, at this point our major complaint was the radio silence on her end, which, again, is what I communicated to her. She informed me during this call that she had already left a voicemail for one bridesmaids (true), that she was going to call the remaining bridesmaids AND the bride immediately after hanging up with me, and that she was going to call ALL of us back once again the following day to follow up on the refund process. Neither of these two things occurred.
[redacted] also alleges that she still did not have the bride's contact information at this point which is a blatant lie. I gave her the brides phone number as well of the maid of honors phone number during the phone call on Labor Day.
Even though she did not contact the other bridesmaids or the other bride when she said that she would, or contact us the following day that she said she would, I waited until Thursday to contact her. To reiterate: after my phone call with her on Monday, no one received any further communication with her until I texted her on Thursday, despite her promises to stay in contact.
On Thursday, September 8th, I texted her asking why we had not heard from her: "[redacted] this is [redacted]. Just wondering why we haven't heard from you, as you said you would be calling again Tuesday. Also according to [redacted] and [redacted] they haven't heard from you at all. Really we just prefer to be kept in the loop no matter what is going on. Please keep us posted on how refunds are going, and I know the bride [redacted] would really appreciate a phone call." (not belligerent in the slightest).
[redacted] responded that refunds were being sent to each of us and asked me to send her a list of everyone's email - which I did immediately. Despite this, we still received no emails or phone calls.
On Saturday, September 10, I texted [redacted] once again: "[redacted]. It has been over two weeks since our scheduled event. I have given you multiple forms of contact information for the bride and you still have yet to call her to personally apologize. That not okay and there is no excuse. We should not have to call/text/email/review multiple times for you to contact us. You have also not followed through on anything that you said in our phone call on Monday. You have not called all of the other bridesmaids. You have not emailed us refunds/gift certificates. We are all getting every promotional email you have sent out in the past week, so obviously there is time to promote your business. What about customer service? What is going on? You need to communicate with us. Our patience is beginning to wear very thin." (AGAIN, NOT "belligerent" in the slightest)
[redacted] called me soon after this message was sent and did not even bother to scroll up on her phone to know which bridesmaid I was; her first words when SHE called ME were "Who am I speaking with?"
She proceeded to offer a list of excuses as to why she had not contacted anyone or followed through on any of her promises: she was in a meeting that morning, she had to contact a lawyer, she uses a 3rd party for credit cards, etc. I was unforgiving with her in regards to these excuses because once again, our main issue was not the money, it was the lack of communication. I am not a ridiculous person. I understand that things take time. But [redacted] did not take the time to keep us in the loop, despite my asking her to do so several times.
During the phone call on Saturday, [redacted] also said that she would be calling [redacted] (and FINALLY did so), and that our checks were in the mail. I told her that was great if it was true, but that my experience up to that point with her told me that her words were untrue. She said that she did not blame me for having those thoughts.
Shortly thereafter, [redacted] sent the bridesmaids a group email, stating that the checks were in the mail and that we should contact her if we did not receive them by Wednesday.
It is now the following Sunday (today, the 18th) and I still have not received my check. I do not believe she ever sent it. I contacted [redacted] today, as she instructed us to and told her my check had not come. She asked me to confirm my address, so I went to my confirmation email from her business that lists my address told her that the information listed was correct. She proceeded to treat me as though I was not being cooperative with her and suggested that the missing check was MY fault, texting "I asked you to confirm because people often type incorrectly. If u don't want to confirm to ensure proper communication I will assume the address is correct and us that address"
I was very confused by this message, as I had confirmed my address. I sent her the photo with the address and stated that it was indeed correct. I texted this back to her and again she was rude, acting as though I was being uncooperative: "I am trying to assist you and communicate but, per you, I will not bother communicating to confirm".
Again, I was extremely confused by her response. I have no idea why she thought I was telling her not to communicate because every single time I have come into contact with her I have told her that she needs to communicate with us more. I have no idea why the picture and written confirmation of my address were not enough for her.
When I expressed my dissatisfaction with her attitude towards me, she accused me of calling her questions "silly", which is completely false. She asked me one question and I provided the answer to it immediately.
4. As [redacted] expresses multiple times in her response, the bride was not a customer of her business. So the fact that the bride - who is a very nice person who does not like conflict - said that the bridesmaids over-reacted is a moot point. Furthermore, we did not over-react. It has been almost a month since our scheduled event, and I still have not been refunded. The owner has treated me with nothing but contempt. She has given me nothing but excuses. I have every right to be upset, and I do not feel as though I have been overly aggressive (or "belligerent" as [redacted] wants to put it), and I feel that my texts to her that are quoted above prove that fact.
5. [redacted]: "I advised the bride that the guests who had purchased admission were refunded their full purchase fee (via check) and received a gift certificate". This was also a lie. None of the bridesmaid had received a refund check at that point in time, and did not receive one for at least 3 days (and in my case not at all).
6. [redacted]: "As I have refunded the claimants admission fee, provided gift certificates, and apologized, I feel I have provided significant customer service to the guests". This is also a lie. I have yet to receive my admission fee back. I have yet to receive a gift certificate. [redacted]'s actions (or lack thereof) and her demeanor towards me throughout this experience can not be considered "significant customer service". She has been defensive, rude, interruptive, condescending and generally unpleasant with me. That is not customer service.
As I have yet to receive a refund, I refuse to accept this response. I would appreciate if the owner's subsequent response is not full of lies, exaggerations, or half-truths as the one above is.
Final Business Response /* (4000, 12, 2016/10/06) */
RESPONSE
A refund for $40 and a gift certificate was been sent and cashed by the complainant, as evidenced by the cancelled check attached. Although no bachelorette party was scheduled at Mona Lisa And Wine, just several girls planning to celebrating during a public class, and the bride was never a customer of Mona Lisa And Wine and had not purchased a ticket, the Bride was offered a free party with free alcohol at any time of her choosing, with her family. The other three girls who purchased tickets to the public class were also issued their $40 refund and a free gift certificate. As full refunds have been issued and checks cashed, and a significant value added event was offered to an individual who was NOT a customer of Mona Lisa And Wine. We consider this matter closed.