Rev. Jeff Rhoades
Manteca,#2Author of original report
Fri, June 29, 2012
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.
Rev. Jeff Rhoades
Manteca,#3Author of original report
Thu, June 28, 2012
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.