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| - Well Mr Dyer, it appears you're not conducive to constructive criticism, which is rather surprising from a stated "Operations Manager" and one who appears to be in the charge of answering customer service concerns and relations. It's a holiday today so I was out with my family having a picnic with all of our phones off. So if there was a call, I wouldn't have heard it; however, I just checked and there were no messages on my voice-mail from any Cobblestone Manager. So that looks like a truth challenge. Yelp! Is about reviewing our experiences and I reviewed your establishment about 2 very different experiences that I had for 2 separate vehicles. I brought to attention the irony of the board message in comparison to my 2 vastly different experiences. You may claim, "It does not matter what kind of vehicle they drive, we treat all customer with the up most respect" but you can't substantiate that. Your statement is a claim, mine is a fact. My claim comes from direct experiences, so like it or not, that is exactly what happened in your facility. I accept challenges, like the one presented to you, not as an attack, but as stepping stones to success and to better brand/product. That's how I roll. I have no ulterior motive in writing my review of your company. My reviews are of an altruistic nature as I trust the Yelp! reviews when I patron establishments. Your answer feels more of an attack than any sort of solution based. Moreover, as a manager, and a manager dealing with customer service, don't you feel the intelligent thing to do would be to research the issue as opposed to stating "To my understanding" without vetting and verifying what they said might be a lie? Well no Jason. I didn't tell anyone to "F-Off." That's totally absurd and would be way out of my character. You can shake your head and say I'm lying and your staff is truthful but where is my motive to lie? I have none and have asked you for nothing...so there is no motive to lie. On the other hand, your employees, who delivered sub-par service, and are defending said poor service, well, Jason, do they have a motivation to lie there? You don't have to answer; it's rhetorical. Truth challenge #2.
"We call all customers names over the intercom system. If customer do not pick put their vehicle, we do park them off to the side" albeit this may be your policy and procedure, as a customer, it wasn't correctly conveyed to me and as a CUSTOMER it upset me that I was needlessly waiting. I asked the tech what the procedure was and if they were going to call me as I held up my phone. He said they would call me. He didn't say over a loudspeaker. Additionally I HAD TO ASK him what procedure was, he didn't offer it to me which in my OPINION would have been good customer service. Don't you feel that it's your responsibility as a business to educate your customers on your proper procedure? Again that's rhetorical Jason.
Frankly, I didn't care for your published response. It starts off with a "thank you for your review" and then quickly slides into passive/aggressive overtones sprinkled with completely false accusations. As aforementioned, I didn't solicit this response, you did. If someone would have left me a phone message, I would have called back as I'm a solution-finder not a blamer, but after your accusatory statements, well, No Thanks, I'll just never go back - ever. It's proven to me that your staff has integrity issues. Maybe you might want to look into a mirror and address the trickle-down effect of your managerial style as the apples don't seem to fall far from the tree Jason.
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