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Great write up on how to handle. And I agree with Drew's suggestion - even if you resolve the issue privately, I believe the company rep should leave a brief comment on the post (or response to a tweet) publicly saying that they will be in touch. It's important from a reputation POV. Then leave it up to the customer to decide how much of your convo they are going to disclose.
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Definitive Guide to Facebook's Open Graph from @rww http://ow.ly/1Clcv (via @inseansopinion)
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RT @SocialMedia411: Early Proof That Geolocation Marketing Will Succeed (VaynerMedia): http://bit.ly/a2O4cc
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