Cloud Nine Day Spa

We received a complaint from one of our customers through youThe complaint ID # [redacted] Regarding an order we did for [redacted] [redacted] 's ordered entry door units last year that were shipped out in JulyWhen they received the product one of the units we had hung the door with the wrong swing on itThe customer called and we told them they we would fix it, but they would have to send the product back to be fixedThey never sent the door back to be fixedSo we consider use as acceptanceWhere they installed the product didn't have an adequate overhang and now all the finish is coming of the doors and framesWood doors are susceptible to the elements rain and sunWe tell our customers that they need to have a proper overhang where they are installing our productThey can install it without the proper overhang but they need to pay close attention to the finish on the productThe finish will break down faster without proper overhang and the doors will have to be touched up and refinished on a regular basis So since they used the product and didn't send it back to be fixed we feel that this complaint is unjustified Sincerely, [redacted] Canyon Custom

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

First of all we never demand any payments in advance or gratuities and tax!she made an appointment for a party of three for a Saturday appointment which is one of our busiest days and we prefer a gift certificate number to hold appointments, because she was a first time customer, which she refused to give to us! so My receptionist Amy told her that we would have to get a credit card to hold the appointment and we asked her if she would like to pre-pay it in advance because she did not have a gift certificate number to hold the appointment she said yes! so she gave us the credit card information and amy told her that we have a cancellation policy hours if there's any change in her the date and time or if she needs to move the appointments Ot cancel, she said yes Run the full amount and the tax! $so we did that, The client called back the next day saying she is wanting a refund for the manicure! so we refunded her for the manicure,The morning of the appointment on Saturday we were running a half hour late with one of the aointments and we told her we could still start one client but a half hour later for one of the appointments and so she refused to want to do that.Amy took all this information and she told her again about the company Cancelation policy and that she was not sure about the refund and had to check with the owner and our company policy So we did call her back telling her we are able to refund one of the $ and would not charge one client, because we were running minutes late and that was our fault! but we had to charge the last minute Cancelation fee for people of $each! because it was canseled hour prior to appointment We will refund the $for client! It is our company policy and it is posted everywere in writing! Also we gave her the opportunity to take off abusive comments online because she was badgering our business and posting lies about our company, which is against the law! We also gave her the Opportunity to give us the gift certificate number and we would just minus the $for two people for the hour cancellation fee And refund her on the credit card Of $147! And she refused it! We do keep very good customer service even when there is an irate client screaming at us on the phone! She also told us that she is getting a refund with her the credit card company anyway, and she got her refund already for this amount of $ so I'm not sure why she would even contact you to complain about my business unless she is looking to give us a bad name possibly be a competitor to our business !

This business is charging tax on their listed price of a service when the service has been purchased at a substantial discount through [redacted] The dollar amount was insignificant but the practice should not be permitted

To whom it may concern, When we placed our order with Canyon Custom Doors they never discussed there warranty with usWhen we placed our order we received a fax stating they require a 50% deposit, which we were ok withI requested color samples which they followed up within a timely matterThen we got notice that the doors were ready to be shipped and they want full payment before shipment (never discussed) We called and said we would like to hold percent until we received the doors to make sure everything was done correctlyThey were not willing to do this so we paid the balance in order not to hold our project upFrom here on out they never followed through! When we received the doors one door way was damaged on the inside edge of the jamb and the other was the wrong swing(Have signed copy of form)I called [redacted] and told him about the problem about the wrong swing and his remark was to flip the door around which that was not possibleI suggested maybe they can give our client a discount and maybe it would make things easier for the both of us I also requested a piece of trim stained and finished so I can field apply it to cover up the scratch I called several times in order for some help and they never respondedIn the early fall the factory finish started beginning to fail January I got a call from the homeowner requesting that something is wrong with his doors I went out and inspected the doors and the finish is peeling off the doorsI called [redacted] left messages and on my fourth attempt I called his manager and spoke with him he transferred me over with [redacted] He asked me about how much overhang we have and if we didn’t follow it the warranty would be voided (first I heard about it)I requested to have a rep from there company to come out and inspect the doorways [redacted] said he would get back to me when he contacted [redacted] who is our local repIt took a couple weeks for him to come out and inspect When he came out to inspect the doors, he agreed that there were defiantly problems with the doors (wrong finish applied, no sealant on the glass, cracks in the stiles on the surface veneer inside and outside and the finish failing on both sides of the doorsHe suggested that they be sent back and re veneered and finished with a spar varnish not a lacquer finish He also said that the windows don’t have sealant cause there’s waters stains on the insideNeed to be fixed at factory due to damage to glass stops (first time I hear about shipping back to the factory)I spoke to the homeowner about removing the doors to ship back to be fixedHe wasn’t too happy about it but said let’s do itI’ve made several calls to [redacted] about getting them repairedHe said that there’s no warranty do to improper overhang(nobody has measured it and no response on the other issues) Now that Canyon Custom Doors is not willing to help us with anything I and the home owner would like full replacement of both doorways at their expense Sincerely, [redacted]

This business is charging tax on their listed price of a service when the service has been purchased at a substantial discount through ***The dollar amount was insignificant but the practice should not be permitted

This was the most unpleasant experience I have ever had at a spa This place is as unprofessional as I have ever seenI had purchased days of beauty from a barter company we use for a day of spa treatments for my daughter and I well in advanceWhen we arrived the owner was frazzled and totally unprepared for us When my daughter started her first treatment the person doing her mani\pedi told her she had never actually done one before She complained to the owner as this person was doing a horrible job on her and the owner actually had to take over but complained to my daughter that she was to busyThe owner and the person then had words in front of my daughter and apparently she leftI was then told that none of my treatments could be done because the person who left was the one who she scheduled to do all of our services for the day!!!! We were shocked and so angry..we then had to leave after planning this mother/daughter day for months!!!! The owner was supposed to call me to straighten out but of course never did!!! Even if she did..I would NEVER step foot in this place again I wasted over $ of my barter $$ on this I have seen many other horrible reviews on this place and totally agree with every one of them!!!!!

I received your request for a response to Terri's complaint on acknowledging customers concers, state the facts as you see them and avoid emotion and explain the actions you can and can't take to resolve concernsThis is quite confusing in response to my thorough original response
If Terri is not getting the answers or resolutions she wants, it's simply because I feel we have done everything in a very professional manner I can not Accommodate a dissatisified client because she personally rates the standards of her own persoanl needs If she feels she can get better customer service some where else, we have available salons in the Sauk Praire area, she knows of of them that claim they would bend over backwardsWhen I read her responses they are so twisted and reaching again for substance that will help facilate her complaint Ex: She had provided the precise dates from her phone records while I provided no such proof of the converstations that I actually said took place WOW!
I won't change who I am to fit her needs, I run a very tight ship and would bow down if I felt we could have done something different or better
Good day to you!
Luci Breunig
Cloud Nine Day Spa & Salon
Phillips Boulevard
Sauk City, WI
(608)[email protected]
www.cloudninesaukcity.com

I'm very happy coming to the spa and I see the medical aesthetician Irena and she is fabulous
I look years younger and they have a great skin Line DCL which I use daily and will never go anywhere else
I've been coming here for years and the owner is fabulous and so is the staff and very affordable
also I am very surprised with the reviews down below
to me it looks likely either a young child or a competitor harassing their business

The terms and conditions of sales are clearly defined on the order acknowledgement and were agreed upon by signing and returning said acknowledgementThe cash term for this order were 50% deposit/balance prepaid as shown on the order acknowledgement.
The warranty guideline that our doors need to have a proper overhang is also defined on the order acknowledgementThe overhang was found to be inadequate during the site visit with the customer and our sales representative on April 18th Due to the improper overhang the door finish has deterioratedThis has allowed water to penetrate into the material subsequently causing further damage
The attached is a copy of the order acknowledgement for review of the cash terms and warranty guidelinesAdditional details concerning proper overhang can be found on our website ***.
Kind regards,
*** ***
General Manager

First of all we never demand any payments in advance or gratuities and tax!she made an appointment for a party of three for a Saturday appointment which is one of our busiest days and we prefer a gift certificate number to hold appointments, because she was a first time customer,
which she refused to give to us!
so My receptionist Amy told her that we would have to get a credit card to hold the appointment and we asked her if she would like to pre-pay it in advance because she did not have a gift certificate number to hold the appointment she said yes!
so she gave us the credit card information and amy told her that we have a cancellation policy hours if there's any change in her the date and time or if she needs to move the appointments Ot cancel, she said yes Run the full amount and the tax! $so we did that,
The client called back the next day saying she is wanting a refund for the manicure! so we refunded her for the manicure,
The morning of the appointment on Saturday we were running a half hour late with one of the aointments and we told her we could still start one client but a half hour later for one of the appointments and so she refused to want to do thatAmy took all this information and she told her again about the company Cancelation policy and that she was not sure about the refund and had to check with the owner and our company policy .
So we did call her back telling her we are able to refund one of the $ and would not charge one client, because we were running minutes late and that was our fault! but we had to charge the last minute Cancelation fee for people of $each!
because it was canseled hour prior to appointment We will refund the $for client! It is our company policy and it is posted everywere in writing!
Also we gave her the opportunity to take off abusive comments online because she was badgering our business and posting lies about our company, which is against the law!
We also gave her the Opportunity to give us the gift certificate number and we would just minus the $for two people for the hour cancellation fee And refund her on the credit card Of $147!
And she refused it!
We do keep very good customer service even when there is an irate client screaming at us on the phone!
She also told us that she is getting a refund with her the credit card company anyway, and she got her refund already for this amount of $147
so I'm not sure why she would even contact you to complain about my business unless she is looking to give us a bad name possibly be a competitor to our business !

From: *** *** Sent: Thursday, November 27, 7:AMTo: *** ***
Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #*** What?? I just got the letter monday! This women is badgering my business This is not the first time she did this! It is the second time! She has another busines like mine! These were accusations! She is trying to shut me down! She was roodl with my receptionist and my other massage therapist ***, the first time she was in for a massage! She also put this all over the internet! I do not know why ? My massage therapist *** caled out sick and I offered to have *** my other massage therapist do it and she started yelling at my receptionist and me! So we ofered to rescedule this Free treatment we have her because she complained about her treatment! She said no she wants to talk to the owner! I was not available, because I was with a customer! She would not leave and I came out asked her to leave! I have it on camera! I was not late replying ! I want this taken off or I will have my attorney contact you! *** *** Cloud Day Spa Llc * *** **
*** ** *** ###-###-#### ***

Marking my *** as redeemed to steal money from me when I complained about them rescheduling me for the third time

sans-serif;">Dear Revdex.com I appreciate your organization and have utilized it in the past
Before I proceed I would like to proclaim, I would've rather had a release form signed by Terri stating that she agreed to sharing of information, but will proceed with the sequence as best I canI have been researching facts as wellThe circumstances that revolve around Terri's issues are mostly fabricatedI've owned a business for years and opened the salon portion in Cloud Nine Day Spa & Salon is proud of its guest services from beginning to endThe business resides in a very small community, Sauk PrairieIn the event of a service gone bad, the word-of-mouth would travel quicklyIf Cloud was/is negligent in any form or fashion, we would address & resolve the issue immediatelyI pride my business on morals and ethics and can not resolve or be held by ultimatums that are personal issues your client has.
Terri's story has many conflicting facts and flat out lies.
On May 29, Rachel Lynn performed a Keratin straightening treatment at the cost of $200, on May 14th, Leah performed an Aveda straightening treatment at the cost of $200, on June 13, Leah performed a Matrix straightening treatment also at the cost of $The straightening services take anywhere from to hours Other area salons like Anaala's treatment is $and The Ultimate Veritas Spa Salon starts at $300, to give you an idea of pricingThere has been a lot of controversy in the salon industry over straightening systems being unhealthy, especially for the person performing the service, as the formaldehyde could be harmful to your health With this information we have had discussions among the team and have gone in-depth about what they would feel comfortable doing, and we stay up to dateThis particular service has gotten plenty of attention from Cloud because of this very factor This is also the reason we are careful in each step of our guest service Leah said she enjoys performing that particular service and has made it her expertise
Aveda had pulled the straightening product from their line, and if we we're going to continue providing that service, we would have to find an alternativeMatrix is what we choose & still currently use and have much success with it.
When Terri called to make the appointment for a straightening system, the message was given to Leah She was the delegated stylist to do consultations and set up appointments for the straightening systemLeah stated to me that she informed Terri about the discontinuation of the Aveda straightening line & also informed her that we are currently using the Matrix straightening systemTerri stated to Leah that she really liked the Aveda systemWe then tried to contact other salons to see if they had any on their shelf that they would sell us & we asked our Aveda Representative to ask around as well We could not track one down, and Leah called Terri to let her know that if she wished to have the service done we would have the Matrix system availableSo she was well informed prior to even setting an appointment up for June 13, Again, this service is very lengthy in time so Leah herself sets those appointments up, while usually the front desk makes all appointments There was plenty of communication before, during and after Terri Winscher's straightening system serviceTerri down right lied when she said she did not know we would be using the Matrix straightening system until she was in the salon chair for her actual appointmentTerri was, again, well-informed on the initial call and subsequent calls before the appointment was even made that we use the Matrix straightening system When Terri arrived for her appointment an additional consultation was done prior to the service on June 13, Leah stated during this appointment consultation that after lengthy research, Cloud Nine had chosen the Matrix line because we believed it to be the safest available product for both the guest and employee There WERE no guarantees made and hoping for 80% straight resultsTerri was informed to not wash her hair for three days, not five as she claims, and in addition, Leah also recommended a special shampoo and conditioner for best resultsTerri opted out and said she had her own products at home
I am not sure on the date that Terri had called the salon, but Leah had responded a couple times after she had gotten the messagesWhen she talked to Terri, Terri said she didn't think the straightening did as well as the Aveda one and that she still had some wave in her hair Leah brought up the consultation that had taken place the day of the service and said there still would be some wave and that it would work up to getting 80% of the curl out Terri felt she should get some money towards her next straightening service since it didn't work Leah then discussed what they had talked about on the phone prior to the appointment and then again at the appointment Terri was upset and Leah said she would talk to me (Luci), which she did right away - unlike the claims Terri made that she was not returning calls or getting me the information Our communication between team members is excellent, and the resolution of any issues is taken care of as soon as possibleI asked Leah if there were any complications in the service or if she felt things could have gone better The answer was very clear, "no" she said, it looked great and she left happy Leah again said she was very clear in the consultation before, during and after There was no room for miscommunication and Leah was very confident that she followed all the guidelines with educating the guest, consultation, and follow up! Terri's lies continued, saying Leah never returned calls or told her boss, along with not knowing we weren't going to use Aveda and thought it was unfair that we told her at her appointment and then she felt she had no choice
Leah performed another Matrix straightening system on July 9th on another guest, which again turned out beautifully, so the possibility of the product being faulty was of no issue either
When I view all aspects of this service, I can say without a doubt that Terri Winscher got an excellent service at a phenomenal price!
Terri was persistent in contacting Leah to the point of bullying, and calling her out for not doing anything or telling her boss about the situation (again)Leah had informed me of the situation and had also told Terri that I (Luci) said we would not be refunding or putting anything towards her next service Leah said Terri kept saying she paid a lot of money and she at least wanted something towards her next straightening service I told Leah to call her and let her know I would be sending her an email with our follow up This letter is in red further down in this emailSo Leah and I wrote the email together and had sent it to Terri She knew the email was coming so for her to say she didn't get it was another conflict in her story I heard Leah leave the message to Terri stating that we would be sending the emailTerri then came to into the Salon and demanded the front desk get the manager/owner I do believe this to be on November 4th, I happened to be in the office which is rare since I am a Massage Therapist and usually behind closed doors When I came to the front waiting area, Terri began revamping everything that had been discussed multiple timesShe was trying to cause a commotion of embarrassment since the salon was busy I do not react to this kind of behavior and especially when no wrong doing was done by my businessShe then claimed she did not get the email, so at that time Leah resent it while she was still in the salonTerri made many threats and said I was running an awful business and that my customer service was terrible, and that she was warned that I would react this way Leah had just finished with a guest and had some input as well Terri was claiming (to Leah) that Leah never told her that it wasn't going to be completely straight and that she never returned ANY of her calls and was avoiding her Leah gently said " I did tell you when the appointment was being set up and again in the consultation during the appointment, along with giving the recommendation of using the Shampoo & Conditioner for that particular service to get best results." As the story turned in to the third round of the same conversation, and her continual badgering, I offered and encouraged her to open her own salon right down the road and she could run it any way she wanted too
I saw Terri the next day leaving work, so November 5th I took this picture as I waited for my children, so I have attached this picture A huge difference from the picture she sent Call for Action She definitely did not leave our salon with hair like that Call for Action called her picture factual and many other contradicting factors as you can see since I have attached that as wellAnother red flag in my eyes - why on earth would a client go to different salons in to monthsI have contacted one of those salons Looking for attention and burning bridges? She claims we were so awful and ruined her hair, yet wanted a refund in the form of putting it towards her next service at Cloud After I would not honor that request, it became she wanted money back I would not negotiate or mediate because there was nothing to discuss Meeting her half way was a hideous comment.
After all the interaction with Terri, I had asked a few people I thought might know her (a retired employee of the Sauk Praire School district and a current substitute teacher)The first feedback was "Ooh she's a challenge", the second said, "Well she is the last one on the totem pole to be asked to sub" None of this was news to me because her character is very clear in her actions I did show the picture to my kids and asked if they knew her and they said "%*+*"Explicit words, I will not share! Also her family has scheduled their wedding services with Cloud 9!
As the Revdex.com notes, unanswered complaints may be shared with the media and could be posted on the website I have no fear of this We and our guests know who we are and what we stand for and that's what matters to me! I do not claim on LinkedIn of my customer service, those are endorsements! The website has references and I commit myseelf to them, Terri may not think so but it is because it is not convenient for her needs!
In closing, Terri has reached for the stars on this issue and if she expects anything from Cloud Day Spa & Salon it will have to be in the form of a small claims court! I have been up against a Cosmetology school who did not have licensed instructors among other things and the Chrysler Automobile industry for selling a lemon vehicle I am a principle person and will work beyond the stars to hold that merit of honor!
I have BCC my manager and Leah this information as well but did not want Terri to have their informationThe email Call for Action is of course end to beginning,just FYI, Start at bottom and go up for easier reading and understanding!
Regretfully,
Luci Breunig

Complaint: ***
I am rejecting this response because: I am not looking for any refund - the amount is too small to dispute I am questioning the practice of charging tax on the full price of a service when the amount paid was at a greatly reduced price In reference to the companies comment - the $9+ charge was not for gratuity -I was told it was for tax and a service charge that was not listed on the *** certificate I left a $tip for the masseuse who did an excellent job I did not attend Cloud - in the past - they did not show up when I had an appointment and I waited outside for quite awhile, but this has nothing to do with the current complaint It is the practice of additional charges that should be changed I did not check to see if the massuse is liscenced - if so, it is not legal to charge any tax.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:it is clear from the owners response that she does not have proper management skills I have nothing to do with any competitor of hersI have managed a physician's office for the past years - no threat to her business at all Also, she states that *** called out sick, however *** is the person that did the massageWhen I returned for the complimentary treatment, as she was screaming at me, one of her rants was about *** being the only masseuse available At that time, the owner was the only person at the desk, and she was there when I walked in There was no receptionist presentIf she has this encounter on film, I would be delighted for her to show it Does she really think calling her attorney is the way to deal with a complaint? Very sad.
Sincerely,*** ***

Complaint: [redacted]
I am rejecting this response because:Not one statement in the company's response is true.  1) They did indeed ask for full payment at the time I scheduled the appointment.  I gave them my gift certificate number, which they told me was invalid or not in their system, so I was then required to pay for the services on my credit card in order to make the appointments.  They called me twice that week to ask me if I would like to pay tax and gratuity ahead of time as well, which I did refuse, fortunately.2) I was never informed at any point of a cancellation policy.  At NO point did I ever say "Run the full amount and the tax!"3) I called back to switch the manicure I scheduled to a pedicure, which they had no problem doing.  I didn't cancel or demand a refund for anything - it was just a switch in nail services.4) The morning of the appointment on Saturday, they called me to say their technician CALLED OUT SICK (not running late) and that they could not perform that appointment.  I then cancelled all of our appointment since we would be unable to get them together.  They told me they would fully refund me and again, there was no mention of any cancellation policy at any point during this conversation.5) When I received my credit card statement and saw that they did not fully refund me, I called to straighten this out and they told me that due to negative reviews I had written about their business online, they would not be able to fully refund me and that they all of a sudden had a cancellation fee as well.6) Posting a negative review about a business online is not against the law.  That is why sites such as Yelp, Yellow Pages, etc exist.  They wouldn't receive negative reviews if they conducted business professionally.  If you look at their other reviews online, it is clear that I am not the only one who feels this way.I believe it is evident that this business is run unprofessionally and has lied through their teeth throughout their entire response.  I want my money fully refunded and I hope other people don't have to go through what I did with this company.
Sincerely,
[redacted]

The client [redacted] has been at cloud 9 day spa  a year ago and she reused a [redacted] again !we did not realize her name because otherwise we threw her out of our busnes then!so she lied to us and told us that she's never been here!In fine print on the [redacted] coupons, it is stated they are only...

for new customers ONLY You can go on the [redacted] website and search it under our companyc[redacted]  So we did not receive any payment for taxes we received payment for gratuities which was $9.90 and after  [redacted] walked out the door,she called her credit card company to reverse the charges so she was never paying anything out-of-pocket she did not leave anything but $9.90 for her massage for tip and  wich is optional , a 60 minute massage that was valued $97 !and we told her she did NOT NEED TO PAY ANYTHING If she did not want   So technically there's nothing to dispute she is just being rude  and I don't know why she would even come to our company again if she didn't like it last tim,  unless she is looking to harasse our business

To whom it may concern,
When we placed our order with Canyon Custom Doors they never discussed there warranty with us. When we placed our order we received a fax stating they require a 50% deposit, which we were ok with. I requested color samples which they followed up within a timely matter. Then we got notice that the doors were ready to be shipped and they want full payment before shipment (never discussed).   We called and said we would like to hold 10 percent until we received the doors to make sure everything was done correctly. They were not willing to do this so we paid the balance in order not to hold our project up. From here on out they never followed through!  When we received the doors one door way was damaged on the inside edge of the jamb and the other was the wrong swing. (Have signed copy of form)I called [redacted] and told him about the problem about the wrong swing and his remark was to flip the door around which that was not possible. I suggested maybe they can give our client a discount and maybe it would make things easier for the both of us.  I also requested a piece of trim stained and finished so I can field apply it to cover up the scratch.  I called several times in order for some help and they never responded. In the early fall the factory finish started beginning to fail.  January 2014 I got a call from the homeowner requesting that something is wrong with his doors.  I went out and inspected the doors and the finish is peeling off the doors. I called [redacted] left messages and on my fourth attempt I called his manager and spoke with him he transferred me over with [redacted]. He asked me about how much overhang we have and if we didn’t follow it the warranty would be voided (first I heard about it). I requested to have a rep from there company to come out and inspect the doorways. [redacted] said he would get back to me when he contacted [redacted] who is our local rep. It took a couple weeks for him to come out and inspect.  When he came out to inspect the doors, he agreed that there were defiantly problems with the doors (wrong finish applied, no sealant on the glass, cracks in the stiles on the surface veneer inside and outside and the finish failing on both sides of the doors. He suggested that they be sent back and re veneered and finished with a spar varnish not a lacquer finish.  He also said that the windows don’t have sealant cause there’s waters stains on the inside. Need to be fixed at factory due to damage to glass stops (first time I hear about shipping back to the factory). I spoke to the homeowner about removing the doors to ship back to be fixed. He wasn’t too happy about it but said let’s do it. I’ve made several calls to [redacted] about getting them repaired. He said that there’s  no warranty do to improper overhang(nobody has measured it and no response on the other issues)  Now that Canyon Custom Doors is not willing to help us with anything I and the home owner would like full replacement of both doorways at their expense .
Sincerely,
[redacted]

First of all we never demand any payments in advance or gratuities and tax!she made an appointment for a party of three for a Saturday appointment which is one of our busiest days and we prefer a gift certificate number to hold appointments, because she was a first time customer,   which...

she refused to give to us!  so My receptionist Amy told her that we would have to get a credit card to hold the appointment and we asked  her  if she would like to pre-pay it in advance because she did not have a gift certificate number to hold the appointment she said yes! so she gave us the credit card information and amy told  her that we have a cancellation policy 24 hours if there's any change in her the date and time or if she needs to move the appointments Ot cancel,  she said yes Run the full amount and the tax! $177 so we did that, The client called back the next day saying she is wanting a refund for the manicure!  so we refunded her for the manicure,The morning of the appointment on Saturday we were running a half hour late with one of the aointments  and we told her we could still start  one client but a half hour later for one of the appointments and so she refused to want to do that.Amy took all this information and she told her again about the company Cancelation policy and that she was not sure about the refund and had to check with the owner and our company policy .   So we did call her back telling her we are able to refund one of the $47  and would not charge one client, because we were running 15 minutes late and that was our fault! but we had to charge the last minute Cancelation fee for 2 people of $50 each! because it was canseled 1 hour prior to appointment.  We will refund the $47 for 1 client! It is our company policy and it is posted everywere in writing! Also  we gave her the opportunity to take off  abusive comments online  because she was badgering our business and posting lies about our company,  which is against the law!  We also gave her the Opportunity to give us the gift certificate number and we would just minus the $50 for two people for the 24 hour cancellation fee   And refund her on the credit card  Of $147! And she refused it! We do keep very good customer service even when there is an irate client screaming at us on the phone! She also told us that she is getting a refund with her the credit card company anyway, and she got her refund already for this amount of $147  so I'm not sure why she would even contact you to complain about my business unless she is looking to give us a bad name  possibly be a competitor to our business !