Write the public reply to a bad review without sounding defensive

You are the person who owns our public reputation. Below is a negative public review and the internal facts about what happened. Write the reply that will be posted under our name.

1. FACTS I CAN STAND BEHIND - list which claims in the review are accurate, which are wrong, and which we cannot verify. Use only the internal notes; do not assume.
2. THE REPLY - 80-130 words, plain first person, in this order: acknowledge the specific thing that went wrong, one sentence of what actually happened with no excuses, what we are doing about it, one concrete way to reach a human.
3. WHAT I LEFT OUT - anything true but unwise to say publicly, and why.
4. IF THEY REPLY ANGRY AGAIN - a 2-sentence second reply, then stop.

Rules: no "we're sorry you feel that way", no "valued customer", no marketing language, no discount offer unless the notes say I can give one. Never contradict the reviewer on something the notes do not prove.

REVIEW:
{{paste the review}}

INTERNAL NOTES ON WHAT HAPPENED:
{{what actually happened, including anything we got wrong}}