I too, work with the public and have seen letters just as harsh. However, the part about having the wife call them makes me think of a story I've heard around this area before.
There is a small tractor salvage operation not too far away from here. I've never met him, but I've been told the old guy who owns it might be described as "crusty" or "hard core" or perhaps a few other adjectives. Anyway, a local farmer is in desparate need of a radiator for his old tractor, calls the salvage place, and yes, they have one. The farmer sends his wife to pick up the radiator and tells her to ask if he can get a better price on it.
The wife walks in to the office and the radiator is sitting on the counter waiting for her. She says to the owner; "I'm supposed to ask if you can do better on the price" or words to that effect.
The owner promptly replies "Yeah, I sure can." and grabs a screwdriver, and rams it through the radiator several times.
He then shoves the newly junked radiator across the counter to the startled wife and says "How does free work for you?"
I guess you should be careful what you ask for.