Last winter, while traveling, I stopped in Joplin, Mo. at an Arbys, just off the interstate. Went in, ordered two sandwiches at almost $10, paid and asked where the rest room was. Told that it was at the rear of the building I walked through a deeply snow covered side walk to get to it, on the way back I fell and I fell hard. Another customer in the lot had to help me to my feet, he was about my age. I'm 62 years old and don't consider myself exactly elderly but it hurt my shoulder and neck really bad.
I went back inside, covered with snow and told the manager what happened, so they would at least clean the walk way (and it might have been nice if he had offered to give me a refund on my order).
No apology, no nothing. I came home, wrote to arbys email address, told them what happened and also told them I would never sue them under any circumstances. The reply I got was: "Which Arbys was it? There's more than one in Joplin". I found it on a map and wrote back and told them. Their reply? "Some franhises are owned by individuals and some by Arbys corporation".
I'm not boycotting Arbys because of it, it's not just Arbys, every place like that has one philosophy when it comes to customer complaints and that is, cover your ass. They have to have that stance because of all the frivilous law suits.
Who I blame is every trial lawyer, liberal judge and liberal jury member. I want nothing from Arbys except an apology for my pain and maybe a promise that they will get the damn walk ways clean of snow and ice but they can't do that.
You should have written them back and said your lawyer has the address and you will have him inform them of the address. Just for fun to see if you get a response.