I only skimmed that pdf, but it seems like it might be in line with what I've seen. Good intentions, but staff of variable quality, and paperwork is also a second class citizen.
I've been a member since 2009... I loved the folks that worked there then, and a lot of the new folks are okay.
But one guy in particular, started calling me Dick, and when I told him my name is Richard, we had a staring contest. Not too happy with the customer service that day.
From the way the appeal reads it sounds like he just didn't keep good records and was not malicious in any action.
Improper paperwork will do folks in quicker than most things.
I USED to go to Gilbert's, the only reason I ever went there was to shoot rifle. Once I had a lot bulk ammo that I had bought online and they didn't let me shoot it. Their just overall rude over there, they talk down to first time shooters like this stuff is a predetermined skill. Now I go to the NRA range in Fairfax and my god do I love this range. The place requires a short test and a $10 processing fee. They let you bring your own ammo and let you shoot from a holster!