They just don't get it. I got a message from an employee there after this review telling me that her manager would like to contact me, and asking for my email address. I thought, well this is better, they're actually taking time to reach out to me personally and try to make amends, or at least figure out what they could do differently the next time. Then I got my form letter. No offers to make it up to me, no real elicitation of comments, just 'we strive to blah blah blah and let us know if we can do anything to improve the experience.' Pretty sad. I am lowering my assessment.