The video showed Chad filming Frank while making derogatory remarks about age, income and appearance. It showed him refusing to provide basic information about the truck, accusing Frank of theft without checking the deposit, and scattering money across the desk as Kayla tried to intervene. Several witnesses confirmed that Chad had threatened future control of desirable assignments once he became manager. The review also found complaints from other customers who had described similar treatment, though not every claim was substantiated.
Dean's conduct was even more troubling in the personnel records. Multiple employees had reported that he used schedules, commissions, and threats of termination to discourage disagreement, especially when complaints involved high-producing salespeople. In Kayla's case, the security footage and written statements supported that he had dismissed her immediately after she objected to the humiliation of a customer. His written explanation omitted the key events leading up to her objection.
"The evidence supports dismissal for serious misconduct," Caroline said. "We'll give both men the findings and a meaningful chance to respond before final action. But the temporary removal from duty should remain in place."
Frank agreed. He had wanted to send them away the moment he watched Kayla beg for her job, but he was relieved now that someone had insisted on preserving process. People who had used rules as weapons did not need to be punished by a business that threw rules away when convenient. The distinction mattered if the company truly intended to become fairer.
Chad attended his response meeting in a plain shirt and trousers instead of his usual three-piece suit. His attorney accompanied him, and he watched the video only briefly before looking away. Caroline asked why he had accused Frank of stealing money, and Chad said he had been suspicious of a cash payment offered by someone whose circumstances he did not understand. She asked what policy required that conclusion before verification, and he admitted there was none.
"I was trying to avoid fraud," he said. "Customers do sometimes bring money that needs checking."
"Checking is appropriate," Caroline replied. "You did not check. You called him a thief and filmed the accusation for entertainment. What did that accomplish?"
Chad took a long time to answer. "Nothing useful," he said finally.
When asked about Kayla, he claimed she had embarrassed him in front of customers. Caroline read the transcript of the conversation, then asked why a receptionist's insistence on courtesy had been treated as a threat to his authority. Chad stared at the table. He could argue about tone and context, but he could not find words that made the basic facts less ugly.
"I was angry because she contradicted me," he admitted. "I wanted everybody to know I was in charge."
"You weren't in charge," Caroline said. "And even if you had been, that wouldn't have justified it."