Your response to this review just shows the blatant disconnect between you, if you are the owner, and your employees and what's actually happening at your business. if I was you I would suggest a more hands on approach instead of just leaving the principal operations in the hands of people that clearly have no vested interest in the success of your business. And instead of actually investigating the event and getting to the bottom of what actually happened and remedying the situation you immediately go into denial mode which shows that you must be complacent in their actions. Let this be a notice for anyone considering doing business withe these unsavory people.