Thank you, jplante4 (Moderator), for your input. As stated, I will talk to the Manager and get the full story; that is only fair and right. Could be it was after hours and they don't do it then. Fine, no problem with that - just say so.
They have another big issue going that I have talked to the Manager about and, based on my background and experience, have offered more palatable ways to the customer to handle it. She then actually called the owner and passed it on.
I am digressing and I apologize. I will talk again to the Manager; she is a very nice person.