ReNew Therapeutic Massage

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:There are multiple misrepresentations and falsehoods in the response provided by the business.The online portal which I used to register my account and make the appointment on, has no records of appointments made, no visit history record or any other applicable information that would alert me to the fact that an appointment has been made in the system (see attachments 1 and 2).I never explicitly authorized the business to waive or enable the company to charge my account in full for a "no-show" or a short-notice cancellation.The email address link provided in the confirmation email is inoperative. A cancellation request email submitted to that address will in fact get sent back to sender (see attachments 3 and 4).Lastly, as previously noted, Brett's only attempt at reaching a resolution was to "split the difference" and charge my account half-price. At no point did she offer a refund or a free future visit. In fact, her combativeness, argumentative attitude and complete disregard for our experience and satisfaction as customers is the prime driving force behind the complaint. While I reject the response both in its accuracy and intent, I appreciate the owner's response and acknowledge receipt of the refund. Most importantly, I would like to highlight the lack of customer service and general unpleasantness of the manager, which absolutely escalated the situation.
Regards,
[redacted]

March 12, 2017:[redacted] scheduled an appointment on-line at 8:00pm (Confirmation #[redacted]) for [redacted]. When scheduling on-line [redacted] selected "pays for [redacted] and agreed Cancellation (no-show) policy (see attachments)After [redacted] appointment, she rescheduled a follow-up...

visit for Monday, March 27, 2017 at 5:45pm (Confirmation #[redacted]).March 27, 2017[redacted] had not shown up for her 5:45pm appointment. Brett called her at 5%4pm. She said she thought her appointment was for next week Monday, April 3, 2017. I reminded her of our cancelation/No-Show fee and that an email reminder was sent to her 24hours prior to her appointment. I informed her that we would wave this one-time the no-show fee. She agreed and re-scheduled for Monday, April 3, 2017 at 6:15pm.April 3, 2017:[redacted] had not shown up for her 6:15pm, Brett called her at 6:24pm. Unable to leave a message because her voicemail was full. [redacted] did not show up for her appointment (second time).April 4, 2017:Due to no-show, we processed [redacted] credit card on file as he was the responsible party (see attachment)April 6, 2017:[redacted] called again. Brett (Office Manager) spoke with him regarding the charges. He asked who had scheduled those appointments. Brett explained that we spoke with [redacted] and she made the appointments. [redacted] did not agree stating that [redacted] was not available those dates even though we spoke with her.Brett offered to refund the n-show fee or credit [redacted] account for a future visit. [redacted] no longer wished to speak with Brett and asked to speak with upper management/owner. Brett stated that Nohemi V[redacted] (Owner) would return his call.April 10, 2017Nohemi left a message for [redacted]. Which we did not hear back from him. A refund was processed on April 6, 2017.Should you have any questions regarding this matter, please feel free to contact me at ###-###-#### or email at [email protected],Nohemi V[redacted]