• Report: #858551

Complaint Review: Manteca Public Library

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  • Submitted: Fri, March 23, 2012
  • Updated: Fri, June 29, 2012

  • Reported By: Rev. Jeff Rhoades — Manteca California USA
Manteca Public Library
320 W. Center Manteca, California United States of America

Manteca Public Library Rude Treatment of Customers! Refusal to provide information for customer grievance! Manteca, California

*Author of original report: Comment regarding the situation

*Author of original report: Update

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My wife has been a patron of the Fair Oaks library in Stockton for many years.  Service here was exceptionally good.  My wife has a disability that causes her to have great difficulty remembering strings of numbers.  As an accommodation for her disability, the staff at the Fair Oaks library were kind enough to set up a alphabetic pin for her.  However, the Fair Oaks library closed.

So, we had to go to the one in Manteca.  We'd heard many complaints about this branch, but decided to give things a chance, anyway.  After the way we were treated, we do not understand why the Manteca branch was allowed to remain open and the Fair Oaks branch closed.  Here is our experience with the San Joaquin Public Library in Manteca:

We reported problems using their automated system and their computer to renew a book my wife had checked out.  A woman who works there, whom we later learned is named Marni (Marny. [continued below]....
.......sp?), was extremely rude to us when we reported the problem we were having with being unable to use my wife's specially devised pin.  This woman has reddish hair that she generally keeps pulled back into a ponytail.  She also wears glasses.  Marny made absolutely no effort to even be civil and was extremely rude throughout the whole conversation.  Because of her attitude, we asked her for her name and informed her that we would be reporting her to her supervisor (whom we later learned is named Ann).  Marny refused to give her name.

We explained the situation to Michael, another employee at this library, and asked for Marny's name, citing her attitude and our intention to report her to her supervisor.  Michael said that he "would not give the name of his co-worker".  Additionally, while we were making the complaint about this to Michael (we were speaking civilly and quietly), Marny interrupted our conversation.  All we wanted was her name.  When we stated that we were also upset with Marny's interruption of our conversation and again asserted our intention to complain about Marny's rude behavior to the supervisor, Michael threatened to kick us out of the library.

We feel that the way we were treated was extremely bad and shows terrible customer service. Furthermore, refusal to accommodate my wife's disability is blatant discrimination.  However, it is Marny's attitude and Michael's refusal to divulge her name (since she does not wear a name tag) that we find truly unforgivable.

What we would like, at the very least, is a formal apology for both Michael's and Marny's behavior and some form of disciplinary action taken against Marny for the extremely snotty attitude she has with customers, and us in particular.  Should Ann, Michael or Marny make any reasonable effort to resolve ANY aspect of this situation, either my wife or I will amend this complaint accordingly.  

This report was posted on Ripoff Report on 03/23/2012 06:35 PM and is a permanent record located here: http://www.ripoffreport.com/r/Manteca-Public-Library/Manteca-California-95336/Manteca-Public-Library-Rude-Treatment-of-Customers-Refusal-to-provide-information-for-c-858551. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 0Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Comment regarding the situation

AUTHOR: Rev. Jeff Rhoades - (USA)

In the same previous phone conversation, which occurred several months ago, Chris Freeman apologized to my wife and I for the poor treatment we received from the previously mentioned members of the staff at the Manteca library.  He also informed me that he told the staff at that branch that they are required to give their name when it is asked for and counseled them about proper customer service.

Finally, in a recent email, Mr. Freeman informed me that he did something that the staff at this branch had been unwilling to do:  He removed the $6.75 fine that had been charged to my wife's card.  The fine was the result of a computer error and at the heart of the issue we were complaining about.

Chris Freeman is the City Librarian and the Deputy Director of Community Services.  Mr. Freeman has shown very good customer service and handled all issues that I and my wife, Kimberly, had with the Manteca Library in a very professional and efficient manner.  The staff was counseled against mistreating their customers, they were also told that they had to provide their names when asked...and the disputed fine was removed from our account.

I have no further grievance against this library and would like to thank Mr. Freeman for his prompt and courteous service regarding these matters.
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#2 Author of original report

Update

AUTHOR: Rev. Jeff Rhoades - (USA)

Shortly after this was forwarded to the Manteca Library, I was contacted by email by Chris Freeman. He kindly reminded me of a phone conversation he had with me shortly after we filed complaints about the incident.  He informed the staff at this library about proper customer service and also informed then that they were required to give their names to patrons who request this.  

The only unresolved issue concerns a Fine that was charged because of a computer error that Anne and other staff at this branch are refusing to waive.  I asked him about this in response to the email he sent me in which he reminded me of our previous phone conversation.  Presently, this computer charged Fine is the only unresolved issue.  Considering that the Fine was the result of a computer error, we feel it should be waived.  The Fair Oaks Branch acknowledged this computer error, stating that their Server has glitches\issues where it will claim that a book is renewed and even give confirmation and such, but then later the record indicates that the renewal never took place.  Fair Oaks acknowledged this and was willing to waive the fines that were mistakenly charged to patrons.  We do not understand why the Manteca Branch refuses to do this.
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