Bodywork Unbound

Unfortunately there was nothing in that previous response from [redacted] that would need a response from usI have video evidence of the fact that [redacted] was not hung up on, schedule evidence to show the volume of clients in and out that day fortunately [redacted] showed up when clients were in session as opposed to being checked out or checked inI have submitted screen shots to the bank of the schedule and times all appointments were booked as well as receipts for time stamps, a signed acknowledgement of the cancellation policy as well as a lack of information [redacted] relinquished to us in the form of her phone number

9-2-16Dear [redacted] .It was nice to have spoken to you the other day regarding this complaintI will preface my statement to say that as a company we have been in business since Our companies are [redacted] and Corato Stone (2001)Collectively we have had one complaint through the The Revdex.comIt was determined that our company was correct and our position was defended[redacted] states that the location of the seam in her countertop is placed in the wrong spotIn reality it is a very good seam and is placed in a position for that particular countertopA digital picture would show you the sameThe manufacturer of the quartz is [redacted] They do not dictate to our company on where the placements of seams are being positionedThe claimant is a designer and has previously worked with us in the pastShe knew that we place seams at our professional discretionShe also states that putting a seam through the sink is a standard practiceAlthough we could have done so it is not standard and we did not because she did not request the seam thereWe always avoid putting seams in the sink because it is a wet areaAvoiding the sink area is done in most cases to save the material and not to make a better job.Enclosed is my response to the claimant dated 7/21/This pretty much explains our positionAlso enclosed is a plan view of the countertops in questionIt shows the Seam that We placed and the two positions recommended by [redacted] post installationThe first was over the dishwasherThis is a poor location because of seam and vibrationThe second she suggested was through the sink area (off centered and long) not good in our view for the reasonsstated in my email.If the claimant perceived a potential remorse in the location of the seam, it would have been noted prior to fabricationWe would have worked with her and resolved the matterThe seam in place is quality and in my professional opinion it is not very conspicuousI cannot be held responsible for something that was done correctly and with no input from the claimant prior to fabrication and installation.Thank you,Patrick D

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Yes Mr D [redacted] did return ONE phone call that I that I thanked him for, but no response for all the others As far as myself, the consumer, showing no concern prior to fabrication, is not my job to know where seams should be and the concern should be there responsibility to notify the consumer I learned a very expensive lessen and will, in the future, ask where seams will go and have it in writing To go further I need some form of correspondence from Mr D [redacted] , which has been difficult, preferably by email, so there is no confusion when resolving this issue Can they take out the section and match it up to the rest of the quartz? And what is the costs? Regards, [redacted]

On December 19th, 2015, [redacted] entered Bodywork Unbound with 2 others for her first appointment to which was scheduled die to a referral from one of our existing clients and had nothing to do with a [redacted] . Upon initial appointments, we require a Client Intake form which was filled out by [redacted] ... and is attached for record. In this Intake form directly above the signature of understanding as well as consent to treat in bold is a copy of our cancellation policy which is we require 24 hours notice to cancel appointments, appointments canceled within the 24 hour time frame are subject to 50% charge for the service and no call no show clients are subject to 100% charge. Please reference attached. After their first appointments here, [redacted] and her mother rescheduled for their next session for January 30th, 2016. After this appointment the two were brought to the reception area for check out and rescheduling. According to [redacted] she did not schedule an appointment, however after speaking to the receptionist that scheduled the appointment she did in fact reschedule. Please see attached statement from Laura A. It seems as though [redacted] and her mother could not come to a date to where they both would come together again so [redacted] scheduled an appointment for herself for March 19th, 2016. On March 15th, 2016 I, Karen H., personally made reminder calls to clients for the next day to which I noticed that there was not a phone number in the computer system for [redacted] . I then pulled her chart and Intake form that she had filled out and to my surprise she had not left a phone number on the form either so I was unable to give a courtesy confirmation call. Saturday March 19th, 2016 [redacted] had an appointment for 10:00am to which she did not call in regards to cancelling nor did she show up for her appointment. This falls under our cancellation policy so I processed the credit card we had on file for [redacted] as that is our policy, we require a credit card in order to book and hold any appointment, a very common policy these days for any type of reservation for spa, hotel or any establishment that offers services. I processed her credit card at 10:21am for the missed appointment amount of $55. At 12:43pm my receptionist, Alex, receives an extremely unpleasant phone call from [redacted] who was doing nothing but screaming at him even after he stated that he would not be able to do anything as he is not a manager. Instead of leaving information to have someone contact [redacted] , she continued to scream and harass my employee which, unfortunately was his first week. Clients entering the building and exiting the building could hear [redacted] shouting at him on the phone so another employee advised he place her on hold to assist the clients waiting at the desk. He placed [redacted] on hold, cashed out the clients and resumed the phone call to which he stated by mistake that he had called that morning, which he misspoke and I apologized to [redacted] for. [redacted] continued to shout at him and again, more clients were entering the building as we are extremely busy on Saturdays. Alex placed [redacted] on hold once more and after reviewing the cameras which I have saved footage of the phone conversation, the line disconnected. [redacted] was not hung up on as she is stating. After Alex tried to return to the call he realized that there was no one there. I finished up with the client I had been in session with at this time and was told [redacted] had called upset about the charge to which I stated ok, did you get a phone number so I could call her? Alex replied no she wouldn't let me say anything she kept yelling at me. Please see the attached statement from Alex P. After this phone incident, I went into session with my next client. During this time, [redacted] arrives at and enters Bodywork Unbound with another person, and immediately begins to continue to yell at Alex accusing him of hanging up on her, clearly upset and shouting at him more, knowing there was nothing he could do. Alex went to find someone because he was upset that he couldn't help the situation because he was in fact new. He found Sol which was the one who had advised he put [redacted] on hold earlier. Sol went to try to calm [redacted] down and see if she could get information for someone to contact her. After being repeatedly told that Sol and Alex did not have access to issue a refund and choosing to ignore that and continue to scream and shout at my employees while the girl that was with [redacted] had to try to calm her down a dew times as well. Please reference statement from Sol N. [redacted] was told that my session would end at 1:45pm and that she would pass the information along to me which she did. After finishing what I needed to do, I sat down at the desk to which I had two separate notes in regards to [redacted] to contact. The number that was written on one note was in fact not [redacted] 's number but her mothers who called to complain in regards to her daughters charge as well and left a number to contact her personally for some reason. I asked to speak to [redacted] when I had dialed the number to my surprise it was her mother. This call was made at 2:15pm. After trying to explain to [redacted] 's mother the reason for the charge, she continued to speak in a an extremely unprofessional tone and manor towards me disrespecting myself, my staff and my business to which I replied that "I would look into the matter further by asking the receptionist that was working as see if there was footage from our security cameras from back that far" and I hung up the phone. During this call, another call came in to which I answered and placed the caller on hold. When I returned to the incoming call I said, "Thank you for holding, how can I help you". The person calling was [redacted] who said nothing other than "are you a manager, what is your name, who am I speaking with" and I answered "This is Karen and I am the owner" then she continues to shout at me demanding a refund calling my staff liars, unprofessional etc. I explained that I had just spoken to her mother and that I would be looking into the matter. Had [redacted] and her mother not disrespected my staff, my business and myself, perhaps we could have come to a resolution for both parties, however [redacted] could not stop shouting long enough to listen to any of the 3 people that attempted to talk to her. We will not be issuing a refund, nor will we be considering any form of compensation, if I felt as entitled as the display of character [redacted] had showed I would be rebutting for compensation for therapeutic services for my staff that she disrespected, belittled and screamed at throughout the day as well as charges for defamation and libel slander she has begun in the form of reviews. After the events on March 19th, 2016 we have removed [redacted] and her mother as clients and they are not welcome back, we will also be contacting our merchant services in regards to the charge as it was in fact a no call no show missed appointment and it is subject to the cancellation policy and fee.

From: Pat D***Date: Mon, Sep 26, at 10:AMSubject: ***To: *** *** Cc: Dino D*** , Mario D*** We spoke again on 9-23-regarding the above referenced complaintIn response to your letter of 9-132-16, I thank you for the opportunity to respond for the final timeIn response to your client's most recent statements, I am responding accordingly. Some responses are more timely than others depending on the situation and circumstanceIn a previous response to you I had enclosed copies of my e-mailed responses to your clientI was also thanked for my returned phone calls. We fabricate a minimal of twelve (12) countertops per weekWe will discuss seams prior to fabrication if there is a concern on the part of a dealer or end userThis incidence is perhaps one in fiftyThere was no concern prior to fabrication by this customer. We maintain that seams were placed in our usual and responsible manner as if the install were taking place in our own homeIt is obvious that some may not agreeThis appears to be personal opinion and preference post facto. We are willing to work with the customer to resolve their this issueAlthough the customer is not quite satisfied Corato Stone Inccan't be held financially liableShould the customer elect to reconfigure her countertops there would be an associated costCorato Stone would re-fabricate at cost making no profit. Thank You!

9-2-16Dear [redacted].It was nice to have spoken to you the other day regarding this complaint. I will preface my statement to say that as a company we have been in business since 1954. Our companies are [redacted] and Corato Stone (2001). Collectively we have had one complaint through the...

The Revdex.com. It was determined that our company was correct and our position was defended.[redacted] states that the location of the seam in her countertop is placed in the wrong spot. In reality it is a very good seam and is placed in a normal position for that particular countertop. A digital picture would show you the same. The manufacturer of the quartz is [redacted]. They do not dictate to our company on where the placements of seams are being positioned. The claimant is a designer and has previously worked with us in the past. She knew that we place seams at our professional discretion. She also states that putting a seam through the sink is a standard practice. Although we could have done so it is not standard and we did not because she did not request the seam there. We always avoid putting seams in the sink because it is a wet area. Avoiding the sink area is done in most cases to save the material and not to make a better job.Enclosed is my response to the claimant dated 7/21/16. This pretty much explains our position. Also enclosed is a plan view of the countertops in question. It shows the Seam that We placed and the two positions recommended by [redacted] post installation. The first was over the dishwasher. This is a poor location because of seam and vibration. The second she suggested was through the sink area (off centered and long) not good in our view for the reasonsstated in my email.If the claimant perceived a potential remorse in the location of the seam, it would have been noted prior to fabrication. We would have worked with her and resolved the matter. The seam in place is quality and in my professional opinion it is not very conspicuous. I cannot be held responsible for something that was done correctly and with no input from the claimant prior to fabrication and installation.Thank you,Patrick D.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Yes Mr D[redacted] did return ONE phone call that I that I thanked him for, but no response for all the others.  As far as myself, the consumer, showing no concern prior to fabrication, is not my job to know where seams should be and the concern should be there responsibility to notify the consumer.  I learned a very expensive lessen and will, in the future, ask where seams will go and have it in writing.  To go further I need some form of correspondence from Mr D[redacted], which has been difficult, preferably by email, so there is no confusion when resolving this issue.   1. Can they take out the 1 section and match it up to the rest of the quartz?    2. And what is the costs?
Regards,
[redacted]

On December 19th, 2015, [redacted] entered Bodywork Unbound with 2 others for her first appointment to which was scheduled die to a referral from one of our existing clients and had nothing to do with a [redacted]. Upon initial appointments, we require a Client Intake form which was filled out by [redacted]...

and is attached for record. In this Intake form directly above the signature of understanding as well as consent to treat in bold is a copy of our cancellation policy which is we require 24 hours notice to cancel appointments, appointments canceled within the 24 hour time frame are subject to 50% charge for the service and no call no show clients are subject to 100% charge. Please reference attached. After their first appointments here, [redacted] and her mother rescheduled for their next session for January 30th, 2016. After this appointment the two were brought to the reception area for check out and rescheduling. According to [redacted] she did not schedule an appointment, however after speaking to the receptionist that scheduled the appointment she did in fact reschedule. Please see attached statement from Laura A. It seems as though [redacted] and her mother could not come to a date to where they both would come together again so [redacted] scheduled an appointment for herself for March 19th, 2016. On March 15th, 2016 I, Karen H., personally made reminder calls to clients for the next day to which I noticed that there was not a phone number in the computer system for [redacted]. I then pulled her chart and Intake form that she had filled out and to my surprise she had not left a phone number on the form either so I was unable to give a courtesy confirmation call. Saturday March 19th, 2016 [redacted] had an appointment for 10:00am to which she did not call in regards to cancelling nor did she show up for her appointment. This falls under our cancellation policy so I processed the credit card we had on file for [redacted] as that is our policy, we require a credit card in order to book and hold any appointment, a very common policy these days for any type of reservation for spa, hotel or any establishment that offers services. I processed her credit card at 10:21am for the missed appointment amount of $55. At 12:43pm my receptionist, Alex, receives an extremely unpleasant phone call from [redacted] who was doing nothing but screaming at him even after he stated that he would not be able to do anything as he is not a manager. Instead of leaving information to have someone contact [redacted], she continued to scream and harass my employee which, unfortunately was his first week. Clients entering the building and exiting the building could hear [redacted] shouting at him on the phone so another employee advised he place her on hold to assist the clients waiting at the desk. He placed [redacted] on hold, cashed out the clients and resumed the phone call to which he stated by mistake that he had called that morning, which he misspoke and I apologized to [redacted] for. [redacted] continued to shout at him and again, more clients were entering the building as we are extremely busy on Saturdays. Alex placed [redacted] on hold once more and after reviewing the cameras which I have saved footage of the phone conversation, the line disconnected. [redacted] was not hung up on as she is stating. After Alex tried to return to the call he realized that there was no one there. I finished up with the client I had been in session with at this time and was told [redacted] had called upset about the charge to which I stated ok, did you get a phone number so I could call her? Alex replied no she wouldn't let me say anything she kept yelling at me. Please see the attached statement from Alex P. After this phone incident, I went into session with my next client. During this time, [redacted] arrives at and enters Bodywork Unbound with another person, and immediately begins to continue to yell at Alex accusing him of hanging up on her, clearly upset and shouting at him more, knowing there was nothing he could do. Alex went to find someone because he was upset that he couldn't help the situation because he was in fact new. He found Sol which was the one who had advised he put [redacted] on hold earlier. Sol went to try to calm [redacted] down and see if she could get information for someone to contact her. After being repeatedly told that Sol and Alex did not have access to issue a refund and choosing to ignore that and continue to scream and shout at my employees while the girl that was with [redacted] had to try to calm her down a dew times as well. Please reference statement from Sol N. [redacted] was told that my session would end at 1:45pm and that she would pass the information along to me which she did. After finishing what I needed to do, I sat down at the desk to which I had two separate notes in regards to [redacted] to contact. The number that was written on one note was in fact not [redacted]'s number but her mothers who called to complain in regards to her daughters charge as well and left a number to contact her personally for some reason. I asked to speak to [redacted] when I had dialed the number to my surprise it was her mother. This call was made at 2:15pm. After trying to explain to [redacted]'s mother the reason for the charge, she continued to speak in a an extremely unprofessional tone and manor towards me disrespecting myself, my staff and my business to which I replied that "I would look into the matter further by asking the receptionist that was working as see if there was footage from our security cameras from back that far" and I hung up the phone. During this call, another call came in to which I answered and placed the caller on hold. When I returned to the incoming call I said, "Thank you for holding, how can I help you". The person calling was [redacted] who said nothing other than "are you a manager, what is your name, who am I speaking with" and I answered "This is Karen and I am the owner" then she continues to shout at me demanding a refund calling my staff liars, unprofessional etc. I explained that I had just spoken to her mother and that I would be looking into the matter. Had [redacted] and her mother not disrespected my staff, my business and myself, perhaps we could have come to a resolution for both parties, however [redacted] could not stop shouting long enough to listen to any of the 3 people that attempted to talk to her. We will not be issuing a refund, nor will we be considering any form of compensation, if I felt as entitled as the display of character [redacted] had showed I would be rebutting for compensation for therapeutic services for my staff that she disrespected, belittled and screamed at throughout the day as well as charges for defamation and libel slander she has begun in the form of reviews. After the events on March 19th, 2016 we have removed [redacted] and her mother as clients and they are not welcome back, we will also be contacting our merchant services in regards to the charge as it was in fact a no call no show missed appointment and it is subject to the cancellation policy and fee.

On December 19th, 2015, [redacted] entered Bodywork Unbound with 2 others for her first appointment to which was scheduled die to a referral from one of our existing clients and had nothing to do with a [redacted]. _ my mother told me it was a gift from [redacted]. Upon initial appointments, we require a Client Intake form which was filled out by [redacted] and is attached for record. In this Intake form directly above the signature of understanding as well as consent to treat in bold is a copy of our cancellation policy which is we require 24 hours notice to cancel appointments, appointments canceled within the 24 hour time frame are subject to 50% charge for the service and no call no show clients are subject to 100% charge. Please reference attached. Great! If I had an appointment and a confirmation call this would have been avoided. After their first appointments here, [redacted] and her mother rescheduled for their next session for January 30th, 2016. After this appointment the two were brought to the reception area for check out and rescheduling. According to [redacted] she did not schedule an appointment, however after speaking to the receptionist that scheduled the appointment she did in fact reschedule. Please see attached statement from Laura A. It seems as though [redacted] and her mother could not come to a date to where they both would come together again so [redacted] scheduled an appointment for herself for March 19th, 2016. On March 15th, 2016 I, Karen H., personally made reminder calls to clients for the next day to which I noticed that there was not a phone number in the computer system for [redacted]. I then pulled her chart and Intake form that she had filled out and to my surprise she had not left a phone number on the form either so I was unable to give a courtesy confirmation call. You have a policy however within that policy you do not deem it necessary to have all contact info? Couldn’t give a confirmation call yet, had my cc on file which, to your defense, other companies practice this – yet I wasn’t working with other companies, I was working with yours. Also, Unaware my cc was on file. Saturday March 19th, 2016 [redacted] had an appointment for 10:00am to which she did not call in regards to cancelling nor did she show up for her appointment. Didn’t call bc I didn’t know I had one as I stated. My word against yours. This falls under our cancellation policy so I processed the credit card we had on file for [redacted] as that is our policy, we require a credit card in order to book and hold any appointment, a very common policy these days for any type of reservation for spa, hotel or any establishment that offers services. I processed her credit card at 10:21am for the missed appointment amount of $55. Did I sign anything for that or acknowledgment on that? At 12:43pm my receptionist, Alex, receives an extremely unpleasant phone call from [redacted] who was doing nothing but screaming at him even after he stated that he would not be able to do anything as he is not a manager. Were you there? Oh no, that’s right you weren’t! I was stern/assertive, not screaming. I informed him I had a charge and he said yea let me look in our system- yes that’s right you had an appointment today and missed it. I said I did not know I had an appointment, this is a mistake – I would like a refund. He then laughed out loud and said no you’re in our computer so that means you did. That’s where it started to take a turn, when he laughed, when he said I did have an appointment then he said I also called you. I said no, I never got a call he laughed again and said yes I called you this morning. I said to him, I never got a call, you never called me – did you leave a voicemail? He responded no, but he argued with me about that! then I demanded a manager. He placed me on hold once, came back and said no one was available. I said I do not care how long I have to wait, but I will wait if you cant give me a time, I then said how do I know you are not going to charge me for the next 10 months?! During that, all of a sudden I was on hold again – then “disconnected” or hung up on whatever you wish to call it – your word against mine! Instead of leaving information to have someone contact [redacted], she continued to scream and harass my employee which, unfortunately was his first week. I do not care if it’s his first day – know how to talk to customers! That is not my problem you don’t have properly trained staff!  Clients entering the building and exiting the building could hear [redacted] shouting at him on the phone so another employee advised he place her on hold to assist the clients waiting at the desk. He placed [redacted] on hold, cashed out the clients and resumed the phone call to which he stated by mistake that he had called that morning, which he misspoke and I apologized to [redacted] for. Yes, that was the only issue that you apologized for Karen, was him misspeaking he called me. [redacted] continued to shout at him and again, more clients were entering the building as we are extremely busy on Saturdays. Alex placed [redacted] on hold once more and after reviewing the cameras which I have saved footage of the phone conversation, the line disconnected. [redacted] was not hung up on as she is stating. This phone call is still going on? Incorrect Karen, I actually showed up to the establishment. Which the whole time I was there, no other clients were there during that busy Saturday. After Alex tried to return to the call he realized that there was no one there. I finished up with the client I had been in session with at this time and was told [redacted] had called upset about the charge to which I stated ok, did you get a phone number so I could call her? Alex replied no she wouldn't let me say anything she kept yelling at me. That is a lie Alex, you had plenty of time time to talk- in fact you laughed and argued with me! Please see the attached statement from Alex P.. After this phone incident, I went into session with my next client. After the phone disconnect I was able to make it to the establishment within 10 mins, and I was told that Karen was in a session and would not be out until 1:45 pm. I found it very hard to understand why it couldn’t be explained that a manager is the only one that can handle this and that there was no compassion to the situation I am in. I am being told I had an appointment. I was charged a fee. I was not called to confirm this. I “made” an appointment in January – it is now March! During this time, [redacted] arrives at and enters Bodywork Unbound with another person, and immediately begins to continue to yell at Alex accusing him of hanging up on her.  All I said was it appears that we were disconnected or that you hung up on me and he said I did not hang up on you and pulled out my phone and said either way , i'm not on hold any more. , clearly upset and shouting at him more, knowing there was nothing he could do. Alex went to find someone because he was upset that he couldn't help the situation because he was in fact new. If Im shouting, wouldn’t everyone in the building hear it? Clearly upset, yes. Bc at this point he still stands by the fact that he called me that morning. I’m upset that I’m charged and yet no one can help me or give me a timeframe when to expect resolution. Just the same things were said – you had an appointment – you did not come to the appointment and you have been charged.  He found Sol which was the one who had advised he put [redacted] on hold earlier. Sol went to try to calm [redacted] down and see if she could get information for someone to contact her. I would have given my contact information to Alex if he would have asked for it! He never once asked for it!  After being repeatedly told that Sol and Alex did not have access to issue a refund Alex told me once and Sol told me once. Again, Karen were you there? and choosing to ignore that and continue to scream and shout at my employees while the girl that was with [redacted] had to try to calm her down a dew times as well. Courtney was actually telling me it will be alright and then she too corrected Sol bc she thought that having to escalate this higher was funny. Courtney asked her, do you think this is funny? Bc were not laughing and Sols response was no, I just don’t think it should get to that. I then asked Sol how do I know my card will not be charged for the next 10 months? I have concerns, I want my card out of the system. She said a manager will have to handle that as well. No name, no direction just a manager.    Please reference statement from Sol N.. [redacted] was told that my session would end at 1:45pm and that she would pass the information along to me which she did. After finishing what I needed to do, I sat down at the desk to which I had two separate notes in regards to [redacted] to contact. The number that was written on one note was in fact not [redacted]'s number but her mothers who called to complain in regards to her daughters charge as well and left a number to contact her personally for some reason. My mother was there when that happened, she too does not recall any appointments made, that is what she was calling for. I asked to speak to [redacted] when I had dialed the number to my surprise it was her mother. So even the notes left behind, 2 separate names, 2 separate numbers and yet you couldn’t get it right? I actually waited almost an hour before calling back in. That was a courtesy to you Karen, as I know you would have to be brought up to speed on what is going on.  This call was made at 2:15pm. After trying to explain to [redacted]'s mother the reason for the charge, she continued to speak in a an extremely unprofessional tone and manor towards me disrespecting myself, my staff and my business to which I replied that "I would look into the matter further by asking the receptionist that was working as see if there was footage from our security cameras from back that far". I was not on the call, so I cannot speak on this but I do have questions. What unprofessional tone? She is the customer- you’re the one that has to have a professional tone. what disrespectful things was said about you, your staff or your business?  and I hung up the phone. During this call, another call came in to which I answered and placed the caller on hold. When I returned to the incoming call I said, "Thank you for holding, how can I help you". You are lying Karen, I called in, I was asked to be placed on hold right away and my response was yep. A short while later, a woman gets on the phone and says “Hi [redacted], I just got off the phone with your mother”. I said, ok great and who is this she replied Karen, and I asked are you the manager and she said yes. I said great, go ahead now. I was disgusted that that is how you announce yourself? The person calling was [redacted] who said nothing other than "are you a manager, what is your name, who am I speaking with" and I answered "This is Karen and I am the owner".  So let me get this straight, I just start screaming at you? Let’s try again, I actually let you talk once we clarified who you were and again, you said yes I just got off the phone with your mother and I will be telling you the same thing I told her which is “im going to investigate this”. I said so, let me understand - you mean to tell me that I will not be getting a refund today, that first you will investigate this and she said yes, I did in a very stern way say no that is unacceptable – I want my money back now. I did not have an.. then she tried talking and I said no Karen, I did not have an appointment , I brought up Alex, and how he said he called me then she said yes [redacted] and I am sorry for that as he misspoke- he did not call you I said oh so he lied. She said in fact nobody called you because we don’t have your number on file. I said you’re kidding me?! You mean to tell me you have my credit card on file but not my phone number? So you charged my card which I did not know my card was on file which take my card off now. I need to know right now if you are going to give me my money or if im going to have to seek other methods. And she said well, if you would let me talk, I was going to say I will call the scheduler at home today and also see if we have footage on this and if so review the tape. I said you’re joking! You would rather not do the right thing by giving my money back vs playing the my word against yours and after all if there was an appointment, almost 2 months pass without any type of confirmation its oh well – after all you initialed the paperwork on policy.  then she continues to shout at me demanding a refund calling my staff liars, unprofessional etc. That’s a bit exaggerated, as it was in regards to Alex about calling me.  I explained that I had just spoken to her mother and that I would be looking into the matter. We established that in the beginning of the call not end. Had [redacted] and her mother not disrespected my staff, my business and myself, perhaps we could have come to a resolution for both parties, however [redacted] could not stop shouting long enough to listen to any of the 3 people that attempted to talk to her. I got all the information from all 3 staff. I had an appointment. I did not show. I was charged. I explained that it is not that simple! We will not be issuing a refund, nor will we be considering any form of compensation, if I felt as entitled as the display of character [redacted] had showed I would be rebutting for compensation for therapeutic services for my staff that she disrespected, belittled and screamed at throughout the day as well as charges for defamation and libel slander she has begun in the form of reviews. Reviews are for this reason to explain what happened. I wrote one review of my experience that I wanted to share with people, as I do feel very wronged. After the events on March 19th, 2016 we have removed [redacted] and her mother as clients and they are not welcome back. I asked to be taking out of the system as I would not be going back. I was also told that my credit card information could not be taken out that I can only become an inactive patient. we will also be contacting our merchant services in regards to the charge as it was in fact a no call no show missed appointment and it is subject to the cancellation policy and fee. I have escalated this to my bank.

Unfortunately there was nothing in that previous response from [redacted] that would need a response from us. I have video evidence of the fact that [redacted] was not hung up on, schedule evidence to show the volume of clients in and out that day fortunately [redacted] showed up when clients were in session as opposed to being checked out or checked in. I have submitted screen shots to the bank of the schedule and times all appointments were booked as well as receipts for time stamps, a signed acknowledgement of the cancellation policy as well as a lack of information [redacted] relinquished to us in the form of her phone number.