Michael's Valley Grill — Restaurant in Town of Penfield

First, I’ll share that the food and ambiance are not what I'm taking issue with at this time. This review is to take issue with a waiter named George, who was not attentive on three separate occasions and subsequently extremely unprofessional, disrespectful, and accusatory during a phone conversation with him.

A friend and I had dinner at Michael’s on three separate occasions in the past month. On the first occasion, we asked George for more water due to our table being outside as we preferred, and it was a warm summer evening. He never followed through so we moved on and paid our bill. On the second occasion, we asked to see a dessert menu, which George never followed up on, and again we wrapped up our evening and paid the bill. On the third occasion, we finished dinner and ordered freshly made donuts for dessert and two coffees. George brought the donuts, but never brought the coffee. So again, we paid the bill, but split it this time and left. On all three occasions we still left a 20% tip.

Upon returning to our separate homes, we both noticed we were overcharged for our most recent dinner. When my friend called and spoke to Dimitri and Max, she was told an adjustment would be made. After a week went by and the adjustment wasn’t made, I called and George was the one who took the call. His story basically insinuated that my friend was lying and that she was never told an adjustment would be made.

I then brought to his attention, that on three separate occasions as our waiter, he wasn’t accurate regarding his service to us. I suggested his forgetfulness when providing service to us, is part of what is happening with our bill.

When I continued trying to work this out with him, he replied, "Oh, so because I didn't bring you water you're complaining?" He then refused to cooperate and threatened to Blacklist us from the premise, claiming that perhaps the restaurant wasn’t for us. I shared with him that I perceived he was only acting this way now because he was offended and not capable of reconciling imperfections as a waiter, and receive constructive criticism, and perhaps grow from that. He then hung up.

All issues aside, whether you agree or disagree with a customer, you never insinuate someone is a liar, you most certainly don’t threaten no-service in the future because you can't conduct yourself professionally, and most importantly, you don’t hang up on people just because you’re not in agreement with what you hear. Perhaps the customer service business...

This review is not based on the food or experience, but rather on the poor customer service I received from the manager Priscilla and the owner Michael Petrillo....I won two $50 gift certificates to Michael's at a Western New York Flash soccer game in August, where I had participated in a fund raiser for breast cancer. Unfortunately, I did not notice where the certificates expired on October 31, only two months after I received them. I called the restaurant and spoke with the manager and explained the situation and asked if there was any way I could get an extension and she told me that she could not. After much discussion, she finally agreed to allow me the opportunity to use one of the certificates. I explained that I will be leaving to go to my mother's in Florida and will not be back home until May and could I have an extension until then (most gift certificates for restaurants have a one year expiration, if any -actually nowadays most have NO expiration!). At that time, the owner came on the phone and basically told me "too bad so sad" and if I had an issue with his answer to take it up with Wham-13 News as they were the sponsors for the certificates?!?! He was very rude and condescending to me and told me he had another call holding and hung up on me. I just couldn't believe that any business would treat a prospective customer in such a manner. My bill would have been much more than double the value of the certificates, so it's not like they would have lost money on the deal, I just don't understand why they would not allow at least half value or something, anything! I had looked at their website and I was really looking forward to dining there. I had planned to bring friends with me, which could have led to even more customers for them in the future. I have a lot of experience working in restaurants and even helping to set up new restaurants in Sarasota Florida and I have NEVER seen such poor treatment of a customer by an owner. Thank goodness we have many fine restaurants in the Rochester area - this is one for sure that I will never visit and I will make sure to tell everyone I know of this very disappointing experience. After writing this, I'm still shaking my head in disbelief over the way they...

On Friday, February 12th, I took my wife to celebrate her bday and vday wkend. Started off at (Michael Valleys Grill on 1694 Penfield Rd, Rochester, NY 14625) which we've been there a few times.

Started off great, the owner (wife) sat us down and we started looking at the Menu, waitress came and we order drunks to start off with. They brought out bread as usual. After we ate bread (still waiting for our drinks) I seen something crawling on our table so I told my wife did you see that.? I thought it was a moth or something but turns out to be a ROACH! My wife jumped up and the waitress came. We told the waitress and she killed it literally with her fingers. At this point, we did not want to eat BUT decided to stay and go to the bar. The waitress apologized and then the owner(wife) came to apologize. In her own words she started by "I'm so sorry we have been having these issues for awhile which is coming from the people next door(Chinese Rest)." After she apologized, the waitress came back to us to let us know first drinks were on them. My wife and I just started conversating taking pictures. An hour went by bartender and I are talking about different types of liquor. We even ordered an appetizer. There are a few couples at the bar the owner (husband) walking around asking them if everything is good. NOT ONCE DID HE COME TO APOLOGIZE TO US OR SAY ANYTHING AT ALL. While I am talking to the bartender, my wife hears the owner(husband) say to his wife "they probably brought it in". The roach!! My wife told me what she heard so I immediately got up and went to the wife and husband to confront them and HE (owner) has the nerves to say he was just kidding...yup HE was just kidding. HOW DARE YOU JOKE AROUND LIKE THAT! At that point, we were direspscted and felt discriminated as we were the only minority couple there. Again NOT ONCE did he come to say anything to us about the situation.. Come on A ROACH!! Leave all the dirty work for his wife to deal with....This had to happen to someone else which we hope not BUT all that to say how disgusted we are with Michael Valley Grill and hope they get SHUT DOWN for not only having ROACHES but the DISRESPECT! PLEASE DO NOT GO...