Westbrook Grading LLC

I understand you did not appreciate the manner in which you were told "no children are allowed on the floor." As you explained to us, you all have been to the establishment several times and understand that children are not allowed on the floor-seating area, yet you continue to not supervise themThis was not just a one-time occurrenceThere are multiple signs reading “Adult seating area, children not allowed” posted throughout the floor-seating areaWe take this seriously as there are protruding table-edges and dividers on the floor-seating area which can injure a childThis does not include the fact that other patrons had complained about their behaviorYou had told us “I cannot control my children,” which is important considering that we strive to create and maintain a comfortable dining environment for our patrons Addressing your complaint, you had mentioned you came in with a “big group.” There were four adults in your party as well as four kids The children had not simply “stepped in that section,” they had begun playing thereYou all were not in the process of removing them from the area, only after we had brought it to your attention did you take actionYou were never told “you should drag your kids out of here,” blatantly fabricating statements is uncalled for, unfair and unacceptable We have not experienced issues with you all before, yet making un-based claims about the character of our personnel, stating "I thought you were good guys," is not fair to anyoneAttacks like that are not tolerated, especially to those not directly involvedThe owner has the right to refuse service and rightfully asked you all to leave as you began disturbing other patronsYelling across the restaurant "Yo! Where are the police?!" is not an acceptable manner to get your point across, nor is raising your voiceYou were harassing people over your inability to accept fault in the matter, and it was apparent in your behavior towards usYou were asked to leave and we were well within reason to call the police as you refused to leave the premise, which is considered criminal trespass had we actually called the police That being said, we are sorry you did not appreciate the owner's approach towards you and your familyWe are a family-oriented establishment in a service industry; service must be upheld to the best of our abilities Please understand that we are human as well, meaning your approach and manners towards us should be reasonable and merit of the situationDemanding apologies while being abrasive is not right, which is the root of the matter at handThe owner you all had spoken with told you "Okay" after you had explained your feelings, yet this did not satisfy youEscalating situations because you did not get your way will only lead to many disappointing experiences in life When your wife had entered the restaurant, we tried approaching her politely and calming her down, yet she began laughing at our efforts, then demanded an apology and a refund We do appreciate your business as you all are familiar faces in our establishmentIf you would like to discuss this matter in person, we would gladly accept that as it would lead to a more complete and timely closure There will be no refund as you all finished your food/took the remainder homeThough two boxes worth of food were dropped in front of the restaurant, whether done in spite or accident, was due to negligence by your party

I do not believe you understood my last point so I will reiterateWe
are a family-oriented establishment and we openly welcome families and their
childrenAll we ask is that the children be supervisedYour children were not
being supervisedThat is the root of the matterWe would not be having this
conversation if your children were being supervisedI have raised young men
myself- I know what it is like to raise children
If an apology is in order, it should be for your lack of respect to the
other patrons who were adhering to the rules and dining in peace
And you are free to dine wherever you please

Complaint: [redacted]
I am rejecting this response because:
The owner is either misinformed or is misstating the
facts in this reply.
Stating that we continue to leave our kids unsupervised
in the floor seating area and that this isn't the first occurrence are both
false allegations.
No one said "I cannot control my children".
What we tried to explain to the owner was that we treat our kids politely
specially when the kid is only 2 years old. When my brother asked the owner if
he expected us to drag our kids out he said yes I do expect you to do that. But
now the owner is denying saying that.
I would like to know what did our kids do to disturb
other patrons? This is the first time I'm hearing about that.
The owner is denying we were in a big group. We were a
party of 11 not 8. I'm not even sure why that matters.
Then the owner is misstating we were not in the process
of getting them out which is a complete lie because I could see my wife going
to towards the baby to get her out when the owner came and told us. I would
like to state that it isn't what he complained about that we are upset about.
It is the way we were treated when we went to talk to him about it afterwards. A
simple apology or an explanation would have satisfied us. But getting stared
down by the owner and getting a simple "Okay" did not satisfy us.
I am not looking for a refund nor am I going to come
talk about the issue in person. My wife already tried that. She drove back to
the restaurant to discuss the issue in person and she was told to Get out. When
you threaten a customer with the police for demanding an apology or a refund
for your rude behavior then no one is going to want to come and reason with
you. I must state that my wife isn't a rude person and she was not laughing at
anyone's efforts but was uncomfortable with the unreasonable behavior. She was
trying to explain that the only reason we come here with our families is
because the owners have always been nice and she was surprised to see this
change. I drove back to find my wife crying outside the restaurant and that is
what prompted me to go back in and ask the owner where the police is. This is
the only time I raised my voice.
The owner makes it very clear with this reply that our kids are not welcome at
their restaurant. Specially after telling us we should hire babysitting before
going out to eat. I will just keep that in mind and not go back.  
Regards,
[redacted]

I understand you did not appreciate the manner in which you
were told "no children are allowed on the floor." As you
explained to us, you all have been to the establishment several times and
understand that children are not allowed on the floor-seating area,...

yet
you continue to not supervise them. This was not just a one-time
occurrence. There are multiple signs reading “Adult seating area, children
not allowed” posted throughout the floor-seating area. We take this
seriously as there are protruding table-edges and dividers on the
floor-seating area which can injure a child. This does not include the
fact that other patrons had complained about their behavior. You had told
us “I cannot control my children,” which is important considering that we
strive to create and maintain a comfortable dining environment for
our patrons.
Addressing your complaint, you had mentioned you came in with a
“big group.” There were four adults in your party as well as four kids.
The children had not simply “stepped in that section,” they had begun
playing there. You all were not in the process of removing them from the
area, only after we had brought it to your attention did you take action. You
were never told “you should drag your kids out of here,” blatantly fabricating
statements is uncalled for, unfair and unacceptable.
We have not experienced issues with you all before, yet making un-based
claims about the character of our personnel, stating "I thought you were
good guys," is not fair to anyone. Attacks like that are not tolerated,
especially to those not directly involved. The owner has the right to
refuse service and rightfully asked you all to leave as you began
disturbing other patrons. Yelling across the restaurant "Yo! Where
are the police?!" is not an acceptable manner to get your
point across, nor is raising your voice. You were harassing people over
your inability to accept fault in the matter, and it was apparent in your
behavior towards us. You were asked to leave and we were well within
reason to call the police as you refused to leave the premise, which is
considered criminal trespass had we actually called the police.
That being said, we are sorry you did not appreciate the owner's approach
towards you and your family. We are a family-oriented establishment in a
service industry; service must be upheld to the best of our abilities.
Please understand that we are human as well, meaning your approach and
manners towards us should be reasonable and merit of the
situation. Demanding apologies while being abrasive is not right, which is
the root of the matter at hand. The owner you all had spoken with told you
"Okay" after you had explained your feelings, yet this did not
satisfy you. Escalating situations because you did not get your way will
only lead to many disappointing experiences in life.
When your wife had entered the restaurant, we tried approaching her
politely and calming her down, yet she began laughing at our efforts,
then demanded an apology and a refund.
We do appreciate your business as you all are familiar faces in our
establishment. If you would like to discuss this matter in person, we
would gladly accept that as it would lead to a more complete and timely
closure.
There will be no refund as you all finished your food/took the remainder
home. Though two boxes worth of food were dropped in front of the restaurant,
whether done in spite or accident, was due to negligence by your party.