Complaint: I am rejecting this response because: I feel the the front desk staff mis-communicated with me, [redacted] the Spa Manager was courteous then confrontationalAs I stated previously, [redacted] said if you want a refund it will come out of the commission of the technician I was appalled by this, that is why I filed the complaintHowever, this whole issue has been in my opinion poorly dealt withI recieve from [redacted] a document to,show to my bank, however, my bank stipulates that as I was not informed and I did not authorize the chargeThe Spa is responsible for the charges It saddens me that this business that has been around for years does business in this manner I did not want to terminate my membership, I was told by [redacted] I also have the email that states if I go forward to the Revdex.com my membership would be terminatedI did not even look at the amount of the reimbursement, all I did was deposit the checkI do not want to go back and forth with the lies that are being toldHowever, I did want to respondThe technicians are great and I would love to continue to use them for my services without a membership Regards, Sylvia ***
There are two separate ways that patrons can purchase services at our spa 1) Like most spas we sell services a la carte 2) We also have a unique membership plan where we sell service by increments of time Members sign a document that binds them in their contract with many terms to their service agreement Upon signing they agree to use their monthly prepaid membership minutesThey have agreed to use that membership time with us by booking through our front deskThey are required by contract to use their minutes within a month of their auto-pay dateFor example, if the patron is billed on the 15th they need to use their minutes before the next billing date of the 15th of the next monthIn the event that they exceed the allotted usage of their prepaid minutes they have agreed to be billed for them using their credit card on file that they have provided for us [redacted] is a patron of our spa and she is in a signed membership contract with us to receive membership services, which she has been using to receive eyelash extensions (*see attached document) The circumstances that led to the disgruntled patron are as follows: [redacted] came in and used her membership minutes for the period of 4/15-5/15/in full with us on 4/23/ [redacted] then came in again on 5/4/and used additional membership minutes before her next billing period putting her into overage for which we billed her as per our agreement [redacted] then came in complaining that her bank was overdrawn (because she had not expected the second overage charge on her account)She apparently did not know that she went into overageThe issue is that we very specifically lay out in our contract that it is the client's obligation to manage their use of membership minutesSylvia wanted the spa to pay for her overdraft fees that her bank charged her for other transactions that were bouncing in her accountAt that time she showed us her bank statement which showed several additional transactions at other businesses besides ours, after she was billed for her overageAdditionally she wanted us to know she was happy with the service she received but ultimately wanted us to refund her for her service After much correspondence with Sylvia where she threatened to take us to small claims court as well as report us to the Revdex.comTo do her due diligence Colleen decided to have her membership contract further reviewed by a additional attorney (to be sure that we were not at fault in any way)After reviewing the situation, her attorney advised her as follows: Based on the fact that Colleen had no fault in the situation Colleen is not responsible nor should she assume any responsibility for the finances of [redacted] ***, Colleen is not in any way responsible to refund Sylvia Since Colleen no longer prefers to service Sylvia in the spa as a customer, and ultimately she likes to please all of her customers, she was consulted that she may want to dissolve her contract with Sylvia by refunding her the service fee and then releasing her of her contract and all claims against the company through the signing of a release of claims documentThis would effectively please Sylvia, giving her a refund and also effectively please the company as the patron would dissolve her contract for future servicesThis was ultimately the choice that Colleen madeWe left a voice mail to let her know there was a refund and document to sign at the front desk, and tried to arrange a brief meeting with her to go over this-she refused to meet with Colleen and said she would stop by at her convenienceShe walked in later that day and it happened that Colleen happened to be available so Colleen took the opportunity to sit down with Sylvia on 6/2/This was to review the lease of claims document and hand the refund check to Sylvia personallySylvia quickly and eagerly signed the document saying that she was very familiar with this type of document and received a refund of $The document has also been attached for your viewing Colleen would also like it to be noted that she has reviewed the customer statement and can not agree with much of her documentation as a record of the actual events that occurredWe are very accommodating to our customersWe really do try to please them and also be CRYSTAL CLEAR in our membership agreements to the extent that we have them sign on every single line of the contractPlease see the attached documentWe are aware that sometimes misunderstandings occur and it is entirely possible that Sylvia clearly did not read or understand the document that she signedWe feel that we have resolved this situation so that she can feel heard and appreciated as a patronShe has been accommodated with a refund that she requested Even though this situation has cost us an epic quantity of administrative time, we strive to always do our due diligence in all mattersWe take all opportunities to learn more about how to be mindful of our business practices and we take everyone and each situation to heartWe hope the Revdex.com will look favorably on the conclusion of this customer situation Warm Regards, [redacted] Management Team
Complaint: 11439526 I am rejecting this response because: after reading the spa's response, they failed to mention Lauren the spa manager threaten if I wanted a refund it would be taken for the technician, which is not the responsibility of the technician. My bank account was over drawn due to the unauthorized amount I was charged, my bank agreed it was the fault of the spa , they did not have my authorization to charge me a certain amount. Their attorney is not a bank therefore his I put I feel is unjust. I came into the spa because I had a voice mail from Coleen to come in and pick up the refund( with out fees) and sign a form. I was not told my membership was revoked. I still feel the total amount of refund should have included fees of the bank. Regards, Sylvia ***
RE: initial complaint #filed on 05/10/16, and correspondence on 06/06/We at colleenelizabeth Salon & Spa were saddend and disappointed that Mrs *** *** chose to file a complaint and disregard the customer service agreement that she signed on 02/11/for services at colleenelizabeth Salon & SpaWe had attempted to preserve the relationship with Mrs *** and offered to refund her for the services however, she has continued to increase her demands for compensation, i.e., refund for services she had received, refund for overdraft fees of $each Mrs *** went over her pre-paid minutes and was billed in accordance with her signed agreementMrs *** acknowledged an error on her part with a debit card she left on file and provided the Front Desk at colleenelizabeth Salon & Spa with a second card to bill for the overage services that she receivedMrs *** asked the staff to reverse the charges on the “original debit card.” The staff reversed the charges on the initial debit card on file and billed second card per Mrs ***’s requestMrs *** was provided with proof of the transaction for her bankcolleenelizabeth Salon & Spa does not assume responsibility for Mrs ***’s overdraft fees On 06/02/16, Mrs *** and colleenelizabeth Salon & Spa agreed to and signed a “Settlement Agreement and Mutual General Release.” Mrs *** was provided with a refund of $for services that she receivedBoth parties agreed to termination of Mrs ***’s service agreement and “ANY AND ALL” claimsMrs *** agreed to not seek and will not receive any further compensation Mrs *** has made claims about the business practices and employee compensation at colleenelizabeth Salon & SpaIt is our policy at colleenelizabeth not to comment or discuss employee compensation with our client’s or former client’s however, the spa employees who provided services to Mrs *** have been fully compensated by colleenelizabeth Salon & Spa Any further correspondence or solicitation for further compensation by or on behalf of Mrs *** *** will be forwarded to our attorney for legal consultation, as Mrs *** will be acting contrary the “Settlement Agreement and Mutual General Release.” A copy of the “Settlement Agreement and Mutual General Release” and a copy of the service agreement were provided to the Revdex.com on 06/03/for reviewWe continue to be disappointed with the unfolding of eventsColleen Elizabeth and the staff at the spa wish Mrs *** wellAs far as we are concerned this matter is closed
colleenelizabeth Salon & Spa takes every precaution to be mindful and respectful of all ethical business practicesWe are proud to have served this community for over years with many satisfied patrons Best Regards, *** *** colleenelizabeth Salon & Spa www.complexionssantabarbara.com spa concierge: ###-###-#### ce direct line: ###-###-####
Complaint:
I am rejecting this response because: after reading the spa's response, they failed to mention Lauren the spa manager threaten if I wanted a refund it would be taken for the technician, which is not the responsibility of the technicianMy bank account was over drawn due to the unauthorized amount I was charged, my bank agreed it was the fault of the spa , they did not have my authorization to charge me a certain amountTheir attorney is not a bank therefore his I put I feel is unjustI came into the spa because I had a voice mail from Coleen to come in and pick up the refund( with out fees) and sign a formI was not told my membership was revokedI still feel the total amount of refund should have included fees of the bank
Regards,
Sylvia ***
There are two separate ways that patrons can purchase services at our spa. 1) Like most spas we sell services a la carte 2) We also have a unique membership plan where we sell service by increments of time. Members sign a document that binds them in their contract with
many terms to their service agreement Upon signing they agree to use their monthly prepaid membership minutes.They have agreed to use that membership time with us by booking through our front deskThey are required by contract to use their minutes within a month of their auto-pay dateFor example, if the patron is billed on the 15th they need to use their minutes before the next billing date of the 15th of the next monthIn the event that they exceed the allotted usage of their prepaid minutes they have agreed to be billed for them using their credit card on file that they have provided for us.*** *** is a patron of our spa and she is in a signed membership contract with us to receive membership services, which she has been using to receive eyelash extensions (*see attached document). The circumstances that led to the disgruntled patron are as follows:*** *** came in and used her membership minutes for the period of 4/15-5/15/in full with us on 4/23/16*** *** then came in again on 5/4/and used additional membership minutes before her next billing period putting her into overage for which we billed her as per our agreement. *** *** then came in complaining that her bank was overdrawn (because she had not expected the second overage charge on her account)She apparently did not know that she went into overageThe issue is that we very specifically lay out in our contract that it is the client's obligation to manage their use of membership minutes.Sylvia wanted the spa to pay for her overdraft fees that her bank charged her for other transactions that were bouncing in her accountAt that time she showed us her bank statement which showed several additional transactions at other businesses besides ours, after she was billed for her overage.Additionally she wanted us to know she was happy with the service she received but ultimately wanted us to refund her for her service. After much correspondence with Sylvia where she threatened to take us to small claims court as well as report us to the Revdex.comTo do her due diligence Colleen decided to have her membership contract further reviewed by a additional attorney (to be sure that we were not at fault in any way)After reviewing the situation, her attorney advised her as follows:Based on the fact that Colleen had no fault in the situation Colleen is not responsible nor should she assume any responsibility for the finances of *** ***, Colleen is not in any way responsible to refund Sylvia. Since Colleen no longer prefers to service Sylvia in the spa as a customer, and ultimately she likes to please all of her customers, she was consulted that she may want to dissolve her contract with Sylvia by refunding her the service fee and then releasing her of her contract and all claims against the company through the signing of a release of claims documentThis would effectively please Sylvia, giving her a refund and also effectively please the company as the patron would dissolve her contract for future services. This was ultimately the choice that Colleen madeWe left a voice mail to let her know there was a refund and document to sign at the front desk, and tried to arrange a brief meeting with her to go over this-she refused to meet with Colleen and said she would stop by at her convenienceShe walked in later that day and it happened that Colleen happened to be available so Colleen took the opportunity to sit down with Sylvia on 6/2/This was to review the lease of claims document and hand the refund check to Sylvia personallySylvia quickly and eagerly signed the document saying that she was very familiar with this type of document and received a refund of $The document has also been attached for your viewing. Colleen would also like it to be noted that she has reviewed the customer statement and can not agree with much of her documentation as a record of the actual events that occurred.We are very accommodating to our customersWe really do try to please them and also be CRYSTAL CLEAR in our membership agreements to the extent that we have them sign on every single line of the contractPlease see the attached document. We are aware that sometimes misunderstandings occur and it is entirely possible that Sylvia clearly did not read or understand the document that she signedWe feel that we have resolved this situation so that she can feel heard and appreciated as a patronShe has been accommodated with a refund that she requested. Even though this situation has cost us an epic quantity of administrative time, we strive to always do our due diligence in all mattersWe take all opportunities to learn more about how to be mindful of our business practices and we take everyone and each situation to heartWe hope the Revdex.com will look favorably on the conclusion of this customer situation. Warm Regards, *** ***Management Team
Complaint: 11439526
I am rejecting this response because: I feel the the front desk staff mis-communicated with me, [redacted] the Spa Manager was courteous then confrontational. As I stated previously, [redacted] said if you want a refund it will come out of the commission of the technician . I was appalled by this, that is why I filed the complaint. However, this whole issue has been in my opinion poorly dealt with. I recieve from [redacted] a document to,show to my bank, however, my bank stipulates that as I was not informed and I did not authorize the charge. The Spa is responsible for the charges.
It saddens me that this business that has been around for years does business in this manner. I did not want to terminate my membership, I was told by [redacted] I also have the email that states if I go forward to the Revdex.com my membership would be terminated. I did not even look at the amount of the reimbursement, all I did was deposit the check.
I do not want to go back and forth with the lies that are being told. However, I did want to respond. The technicians are great and I would love to continue to use them for my services without a membership.
Regards,
Sylvia [redacted]
There are two separate ways that patrons can purchase services at our spa.
1) Like most spas we sell services a la...
carte
2) We also have a unique membership plan where we sell service by increments of time.
Members sign a document that binds them in their contract with many terms to their service agreement . Upon signing they agree to use their monthly prepaid membership minutes.
They have agreed to use that membership time with us by booking through our front desk. They are required by contract to use their minutes within a month of their auto-pay date. For example, if the patron is billed on the 15th they need to use their minutes before the next billing date of the 15th of the next month. In the event that they exceed the allotted usage of their prepaid minutes they have agreed to be billed for them using their credit card on file that they have provided for us.
[redacted] is a patron of our spa and she is in a signed membership contract with us to receive membership services, which she has been using to receive eyelash extensions (*see attached document).
The circumstances that led to the disgruntled patron are as follows:
[redacted] came in and used her membership minutes for the period of 4/15-5/15/16 in full with us on 4/23/16
[redacted] then came in again on 5/4/16 and used additional membership minutes before her next billing period putting her into overage for which we billed her as per our agreement.
[redacted] then came in complaining that her bank was overdrawn (because she had not expected the second overage charge on her account). She apparently did not know that she went into overage. The issue is that we very specifically lay out in our contract that it is the client's obligation to manage their use of membership minutes.
Sylvia wanted the spa to pay for her overdraft fees that her bank charged her for other transactions that were bouncing in her account. At that time she showed us her bank statement which showed several additional transactions at other businesses besides ours, after she was billed for her overage.
Additionally she wanted us to know she was happy with the service she received but ultimately wanted us to refund her for her service.
After much correspondence with Sylvia where she threatened to take us to small claims court as well as report us to the Revdex.com. To do her due diligence Colleen decided to have her membership contract further reviewed by a additional attorney (to be sure that we were not at fault in any way). After reviewing the situation, her attorney advised her as follows:
Based on the fact that Colleen had no fault in the situation Colleen is not responsible nor should she assume any responsibility for the finances of [redacted], Colleen is not in any way responsible to refund Sylvia.
Since Colleen no longer prefers to service Sylvia in the spa as a customer, and ultimately she likes to please all of her customers, she was consulted that she may want to dissolve her contract with Sylvia by refunding her the service fee and then releasing her of her contract and all claims against the company through the signing of a release of claims document. This would effectively please Sylvia, giving her a refund and also effectively please the company as the patron would dissolve her contract for future services. This was ultimately the choice that Colleen made. We left a voice mail to let her know there was a refund and document to sign at the front desk, and tried to arrange a brief meeting with her to go over this-she refused to meet with Colleen and said she would stop by at her convenience. She walked in later that day and it happened that Colleen happened to be available so Colleen took the opportunity to sit down with Sylvia on 6/2/16. This was to review the lease of claims document and hand the refund check to Sylvia personally. Sylvia quickly and eagerly signed the document saying that she was very familiar with this type of document and received a refund of $65.70. The document has also been attached for your viewing.
Colleen would also like it to be noted that she has reviewed the customer statement and can not agree with much of her documentation as a record of the actual events that occurred.
We are very accommodating to our customers. We really do try to please them and also be CRYSTAL CLEAR in our membership agreements to the extent that we have them sign on every single line of the contract. Please see the attached document. We are aware that sometimes misunderstandings occur and it is entirely possible that Sylvia clearly did not read or understand the document that she signed. We feel that we have resolved this situation so that she can feel heard and appreciated as a patron. She has been accommodated with a refund that she requested.
Even though this situation has cost us an epic quantity of administrative time, we strive to always do our due diligence in all matters. We take all opportunities to learn more about how to be mindful of our business practices and we take everyone and each situation to heart. We hope the Revdex.com will look favorably on the conclusion of this customer situation.
Warm Regards,
[redacted]
Management Team
Complaint: 11439526
I am rejecting this response because: after reading the spa's response, they failed to mention Lauren the spa manager threaten if I wanted a refund it would be taken for the technician, which is not the responsibility of the technician. My bank account was over drawn due to the unauthorized amount I was charged, my bank agreed it was the fault of the spa , they did not have my authorization to charge me a certain amount. Their attorney is not a bank therefore his I put I feel is unjust. I came into the spa because I had a voice mail from Coleen to come in and pick up the refund( with out fees) and sign a form. I was not told my membership was revoked. I still feel the total amount of refund should have included fees of the bank.
Regards,
Sylvia [redacted]
Complaint: 11439526
I am rejecting this response because: I feel the the front desk staff mis-communicated with me, [redacted] the Spa Manager was courteous then confrontational. As I stated previously, [redacted] said if you want a refund it will come out of the commission of the technician . I was appalled by this, that is why I filed the complaint. However, this whole issue has been in my opinion poorly dealt with. I recieve from [redacted] a document to,show to my bank, however, my bank stipulates that as I was not informed and I did not authorize the charge. The Spa is responsible for the charges.
It saddens me that this business that has been around for years does business in this manner. I did not want to terminate my membership, I was told by [redacted] I also have the email that states if I go forward to the Revdex.com my membership would be terminated. I did not even look at the amount of the reimbursement, all I did was deposit the check.I do not want to go back and forth with the lies that are being told. However, I did want to respond. The technicians are great and I would love to continue to use them for my services without a membership.
Regards,
Sylvia [redacted]
RE: initial complaint #11439526 filed on 05/10/16, and correspondence on 06/06/16 We at colleenelizabeth Salon & Spa were saddend and disappointed that Mrs [redacted] chose to file a complaint and disregard the customer service agreement that she signed on 02/11/16 for services at colleenelizabeth Salon & Spa. We had attempted to preserve the relationship with Mrs [redacted] and offered to refund her for the services however, she has continued to increase her demands for compensation, i.e., refund for services she had received, refund for 2 overdraft fees of $34.00 each. Mrs [redacted] went over her pre-paid minutes and was billed in accordance with her signed agreement. Mrs [redacted] acknowledged an error on her part with a debit card she left on file and provided the Front Desk at colleenelizabeth Salon & Spa with a second card to bill for the overage services that she received. Mrs [redacted] asked the staff to reverse the charges on the “original debit card.” The staff reversed the charges on the initial debit card on file and billed second card per Mrs [redacted]’s request. Mrs [redacted] was provided with proof of the transaction for her bank. colleenelizabeth Salon & Spa does not assume responsibility for Mrs [redacted]’s overdraft fees. On 06/02/16, Mrs [redacted] and colleenelizabeth Salon & Spa agreed to and signed a “Settlement Agreement and Mutual General Release.” Mrs [redacted] was provided with a refund of $65.70 for services that she received. Both parties agreed to termination of Mrs [redacted]’s service agreement and “ANY AND ALL” claims. Mrs [redacted] agreed to not seek and will not receive any further compensation. Mrs [redacted] has made claims about the business practices and employee compensation at colleenelizabeth Salon & Spa. It is our policy at colleenelizabeth not to comment or discuss employee compensation with our client’s or former client’s however, the spa employees who provided services to Mrs [redacted] have been fully compensated by colleenelizabeth Salon & Spa. Any further correspondence or solicitation for further compensation by or on behalf of Mrs [redacted] will be forwarded to our attorney for legal consultation, as Mrs [redacted] will be acting contrary the “Settlement Agreement and Mutual General Release.” A copy of the “Settlement Agreement and Mutual General Release” and a copy of the service agreement were provided to the Revdex.com on 06/03/16 for review. We continue to be disappointed with the unfolding of events. Colleen Elizabeth and the staff at the spa wish Mrs [redacted] well. As far as we are concerned this matter is closed. colleenelizabeth Salon & Spa takes every precaution to be mindful and respectful of all ethical business practices. We are proud to have served this community for over 16 years with many satisfied patrons. Best Regards, [redacted] colleenelizabeth Salon & Spa www.complexionssantabarbara.com spa concierge: ###-###-#### ce direct line: ###-###-####
Complaint: I am rejecting this response because: I feel the the front desk staff mis-communicated with me, [redacted] the Spa Manager was courteous then confrontationalAs I stated previously, [redacted] said if you want a refund it will come out of the commission of the technician I was appalled by this, that is why I filed the complaintHowever, this whole issue has been in my opinion poorly dealt withI recieve from [redacted] a document to,show to my bank, however, my bank stipulates that as I was not informed and I did not authorize the chargeThe Spa is responsible for the charges It saddens me that this business that has been around for years does business in this manner I did not want to terminate my membership, I was told by [redacted] I also have the email that states if I go forward to the Revdex.com my membership would be terminatedI did not even look at the amount of the reimbursement, all I did was deposit the checkI do not want to go back and forth with the lies that are being toldHowever, I did want to respondThe technicians are great and I would love to continue to use them for my services without a membership Regards, Sylvia ***
There are two separate ways that patrons can purchase services at our spa 1) Like most spas we sell services a la carte 2) We also have a unique membership plan where we sell service by increments of time Members sign a document that binds them in their contract with many terms to their service agreement Upon signing they agree to use their monthly prepaid membership minutesThey have agreed to use that membership time with us by booking through our front deskThey are required by contract to use their minutes within a month of their auto-pay dateFor example, if the patron is billed on the 15th they need to use their minutes before the next billing date of the 15th of the next monthIn the event that they exceed the allotted usage of their prepaid minutes they have agreed to be billed for them using their credit card on file that they have provided for us [redacted] is a patron of our spa and she is in a signed membership contract with us to receive membership services, which she has been using to receive eyelash extensions (*see attached document) The circumstances that led to the disgruntled patron are as follows: [redacted] came in and used her membership minutes for the period of 4/15-5/15/in full with us on 4/23/ [redacted] then came in again on 5/4/and used additional membership minutes before her next billing period putting her into overage for which we billed her as per our agreement [redacted] then came in complaining that her bank was overdrawn (because she had not expected the second overage charge on her account)She apparently did not know that she went into overageThe issue is that we very specifically lay out in our contract that it is the client's obligation to manage their use of membership minutesSylvia wanted the spa to pay for her overdraft fees that her bank charged her for other transactions that were bouncing in her accountAt that time she showed us her bank statement which showed several additional transactions at other businesses besides ours, after she was billed for her overageAdditionally she wanted us to know she was happy with the service she received but ultimately wanted us to refund her for her service After much correspondence with Sylvia where she threatened to take us to small claims court as well as report us to the Revdex.comTo do her due diligence Colleen decided to have her membership contract further reviewed by a additional attorney (to be sure that we were not at fault in any way)After reviewing the situation, her attorney advised her as follows: Based on the fact that Colleen had no fault in the situation Colleen is not responsible nor should she assume any responsibility for the finances of [redacted] ***, Colleen is not in any way responsible to refund Sylvia Since Colleen no longer prefers to service Sylvia in the spa as a customer, and ultimately she likes to please all of her customers, she was consulted that she may want to dissolve her contract with Sylvia by refunding her the service fee and then releasing her of her contract and all claims against the company through the signing of a release of claims documentThis would effectively please Sylvia, giving her a refund and also effectively please the company as the patron would dissolve her contract for future servicesThis was ultimately the choice that Colleen madeWe left a voice mail to let her know there was a refund and document to sign at the front desk, and tried to arrange a brief meeting with her to go over this-she refused to meet with Colleen and said she would stop by at her convenienceShe walked in later that day and it happened that Colleen happened to be available so Colleen took the opportunity to sit down with Sylvia on 6/2/This was to review the lease of claims document and hand the refund check to Sylvia personallySylvia quickly and eagerly signed the document saying that she was very familiar with this type of document and received a refund of $The document has also been attached for your viewing Colleen would also like it to be noted that she has reviewed the customer statement and can not agree with much of her documentation as a record of the actual events that occurredWe are very accommodating to our customersWe really do try to please them and also be CRYSTAL CLEAR in our membership agreements to the extent that we have them sign on every single line of the contractPlease see the attached documentWe are aware that sometimes misunderstandings occur and it is entirely possible that Sylvia clearly did not read or understand the document that she signedWe feel that we have resolved this situation so that she can feel heard and appreciated as a patronShe has been accommodated with a refund that she requested Even though this situation has cost us an epic quantity of administrative time, we strive to always do our due diligence in all mattersWe take all opportunities to learn more about how to be mindful of our business practices and we take everyone and each situation to heartWe hope the Revdex.com will look favorably on the conclusion of this customer situation Warm Regards, [redacted] Management Team
Complaint: 11439526 I am rejecting this response because: after reading the spa's response, they failed to mention Lauren the spa manager threaten if I wanted a refund it would be taken for the technician, which is not the responsibility of the technician. My bank account was over drawn due to the unauthorized amount I was charged, my bank agreed it was the fault of the spa , they did not have my authorization to charge me a certain amount. Their attorney is not a bank therefore his I put I feel is unjust. I came into the spa because I had a voice mail from Coleen to come in and pick up the refund( with out fees) and sign a form. I was not told my membership was revoked. I still feel the total amount of refund should have included fees of the bank. Regards, Sylvia ***
RE: initial complaint #filed on 05/10/16, and correspondence on 06/06/We at colleenelizabeth Salon & Spa were saddend and disappointed that Mrs *** *** chose to file a complaint and disregard the customer service agreement that she signed on 02/11/for services at colleenelizabeth Salon & SpaWe had attempted to preserve the relationship with Mrs *** and offered to refund her for the services however, she has continued to increase her demands for compensation, i.e., refund for services she had received, refund for overdraft fees of $each Mrs *** went over her pre-paid minutes and was billed in accordance with her signed agreementMrs *** acknowledged an error on her part with a debit card she left on file and provided the Front Desk at colleenelizabeth Salon & Spa with a second card to bill for the overage services that she receivedMrs *** asked the staff to reverse the charges on the “original debit card.” The staff reversed the charges on the initial debit card on file and billed second card per Mrs ***’s requestMrs *** was provided with proof of the transaction for her bankcolleenelizabeth Salon & Spa does not assume responsibility for Mrs ***’s overdraft fees On 06/02/16, Mrs *** and colleenelizabeth Salon & Spa agreed to and signed a “Settlement Agreement and Mutual General Release.” Mrs *** was provided with a refund of $for services that she receivedBoth parties agreed to termination of Mrs ***’s service agreement and “ANY AND ALL” claimsMrs *** agreed to not seek and will not receive any further compensation Mrs *** has made claims about the business practices and employee compensation at colleenelizabeth Salon & SpaIt is our policy at colleenelizabeth not to comment or discuss employee compensation with our client’s or former client’s however, the spa employees who provided services to Mrs *** have been fully compensated by colleenelizabeth Salon & Spa Any further correspondence or solicitation for further compensation by or on behalf of Mrs *** *** will be forwarded to our attorney for legal consultation, as Mrs *** will be acting contrary the “Settlement Agreement and Mutual General Release.” A copy of the “Settlement Agreement and Mutual General Release” and a copy of the service agreement were provided to the Revdex.com on 06/03/for reviewWe continue to be disappointed with the unfolding of eventsColleen Elizabeth and the staff at the spa wish Mrs *** wellAs far as we are concerned this matter is closed
colleenelizabeth Salon & Spa takes every precaution to be mindful and respectful of all ethical business practicesWe are proud to have served this community for over years with many satisfied patrons Best Regards, *** *** colleenelizabeth Salon & Spa www.complexionssantabarbara.com spa concierge: ###-###-#### ce direct line: ###-###-####
Complaint:
I am rejecting this response because: after reading the spa's response, they failed to mention Lauren the spa manager threaten if I wanted a refund it would be taken for the technician, which is not the responsibility of the technicianMy bank account was over drawn due to the unauthorized amount I was charged, my bank agreed it was the fault of the spa , they did not have my authorization to charge me a certain amountTheir attorney is not a bank therefore his I put I feel is unjustI came into the spa because I had a voice mail from Coleen to come in and pick up the refund( with out fees) and sign a formI was not told my membership was revokedI still feel the total amount of refund should have included fees of the bank
Regards,
Sylvia ***
There are two separate ways that patrons can purchase services at our spa. 1) Like most spas we sell services a la carte 2) We also have a unique membership plan where we sell service by increments of time. Members sign a document that binds them in their contract with
many terms to their service agreement Upon signing they agree to use their monthly prepaid membership minutes.They have agreed to use that membership time with us by booking through our front deskThey are required by contract to use their minutes within a month of their auto-pay dateFor example, if the patron is billed on the 15th they need to use their minutes before the next billing date of the 15th of the next monthIn the event that they exceed the allotted usage of their prepaid minutes they have agreed to be billed for them using their credit card on file that they have provided for us.*** *** is a patron of our spa and she is in a signed membership contract with us to receive membership services, which she has been using to receive eyelash extensions (*see attached document). The circumstances that led to the disgruntled patron are as follows:*** *** came in and used her membership minutes for the period of 4/15-5/15/in full with us on 4/23/16*** *** then came in again on 5/4/and used additional membership minutes before her next billing period putting her into overage for which we billed her as per our agreement. *** *** then came in complaining that her bank was overdrawn (because she had not expected the second overage charge on her account)She apparently did not know that she went into overageThe issue is that we very specifically lay out in our contract that it is the client's obligation to manage their use of membership minutes.Sylvia wanted the spa to pay for her overdraft fees that her bank charged her for other transactions that were bouncing in her accountAt that time she showed us her bank statement which showed several additional transactions at other businesses besides ours, after she was billed for her overage.Additionally she wanted us to know she was happy with the service she received but ultimately wanted us to refund her for her service. After much correspondence with Sylvia where she threatened to take us to small claims court as well as report us to the Revdex.comTo do her due diligence Colleen decided to have her membership contract further reviewed by a additional attorney (to be sure that we were not at fault in any way)After reviewing the situation, her attorney advised her as follows:Based on the fact that Colleen had no fault in the situation Colleen is not responsible nor should she assume any responsibility for the finances of *** ***, Colleen is not in any way responsible to refund Sylvia. Since Colleen no longer prefers to service Sylvia in the spa as a customer, and ultimately she likes to please all of her customers, she was consulted that she may want to dissolve her contract with Sylvia by refunding her the service fee and then releasing her of her contract and all claims against the company through the signing of a release of claims documentThis would effectively please Sylvia, giving her a refund and also effectively please the company as the patron would dissolve her contract for future services. This was ultimately the choice that Colleen madeWe left a voice mail to let her know there was a refund and document to sign at the front desk, and tried to arrange a brief meeting with her to go over this-she refused to meet with Colleen and said she would stop by at her convenienceShe walked in later that day and it happened that Colleen happened to be available so Colleen took the opportunity to sit down with Sylvia on 6/2/This was to review the lease of claims document and hand the refund check to Sylvia personallySylvia quickly and eagerly signed the document saying that she was very familiar with this type of document and received a refund of $The document has also been attached for your viewing. Colleen would also like it to be noted that she has reviewed the customer statement and can not agree with much of her documentation as a record of the actual events that occurred.We are very accommodating to our customersWe really do try to please them and also be CRYSTAL CLEAR in our membership agreements to the extent that we have them sign on every single line of the contractPlease see the attached document. We are aware that sometimes misunderstandings occur and it is entirely possible that Sylvia clearly did not read or understand the document that she signedWe feel that we have resolved this situation so that she can feel heard and appreciated as a patronShe has been accommodated with a refund that she requested. Even though this situation has cost us an epic quantity of administrative time, we strive to always do our due diligence in all mattersWe take all opportunities to learn more about how to be mindful of our business practices and we take everyone and each situation to heartWe hope the Revdex.com will look favorably on the conclusion of this customer situation. Warm Regards, *** ***Management Team
Complaint: 11439526
I am rejecting this response because: I feel the the front desk staff mis-communicated with me, [redacted] the Spa Manager was courteous then confrontational. As I stated previously, [redacted] said if you want a refund it will come out of the commission of the technician . I was appalled by this, that is why I filed the complaint. However, this whole issue has been in my opinion poorly dealt with. I recieve from [redacted] a document to,show to my bank, however, my bank stipulates that as I was not informed and I did not authorize the charge. The Spa is responsible for the charges.
It saddens me that this business that has been around for years does business in this manner. I did not want to terminate my membership, I was told by [redacted] I also have the email that states if I go forward to the Revdex.com my membership would be terminated. I did not even look at the amount of the reimbursement, all I did was deposit the check.
I do not want to go back and forth with the lies that are being told. However, I did want to respond. The technicians are great and I would love to continue to use them for my services without a membership.
Regards,
Sylvia [redacted]
There are two separate ways that patrons can purchase services at our spa.
1) Like most spas we sell services a la...
carte
2) We also have a unique membership plan where we sell service by increments of time.
Members sign a document that binds them in their contract with many terms to their service agreement . Upon signing they agree to use their monthly prepaid membership minutes.
They have agreed to use that membership time with us by booking through our front desk. They are required by contract to use their minutes within a month of their auto-pay date. For example, if the patron is billed on the 15th they need to use their minutes before the next billing date of the 15th of the next month. In the event that they exceed the allotted usage of their prepaid minutes they have agreed to be billed for them using their credit card on file that they have provided for us.
[redacted] is a patron of our spa and she is in a signed membership contract with us to receive membership services, which she has been using to receive eyelash extensions (*see attached document).
The circumstances that led to the disgruntled patron are as follows:
[redacted] came in and used her membership minutes for the period of 4/15-5/15/16 in full with us on 4/23/16
[redacted] then came in again on 5/4/16 and used additional membership minutes before her next billing period putting her into overage for which we billed her as per our agreement.
[redacted] then came in complaining that her bank was overdrawn (because she had not expected the second overage charge on her account). She apparently did not know that she went into overage. The issue is that we very specifically lay out in our contract that it is the client's obligation to manage their use of membership minutes.
Sylvia wanted the spa to pay for her overdraft fees that her bank charged her for other transactions that were bouncing in her account. At that time she showed us her bank statement which showed several additional transactions at other businesses besides ours, after she was billed for her overage.
Additionally she wanted us to know she was happy with the service she received but ultimately wanted us to refund her for her service.
After much correspondence with Sylvia where she threatened to take us to small claims court as well as report us to the Revdex.com. To do her due diligence Colleen decided to have her membership contract further reviewed by a additional attorney (to be sure that we were not at fault in any way). After reviewing the situation, her attorney advised her as follows:
Based on the fact that Colleen had no fault in the situation Colleen is not responsible nor should she assume any responsibility for the finances of [redacted], Colleen is not in any way responsible to refund Sylvia.
Since Colleen no longer prefers to service Sylvia in the spa as a customer, and ultimately she likes to please all of her customers, she was consulted that she may want to dissolve her contract with Sylvia by refunding her the service fee and then releasing her of her contract and all claims against the company through the signing of a release of claims document. This would effectively please Sylvia, giving her a refund and also effectively please the company as the patron would dissolve her contract for future services. This was ultimately the choice that Colleen made. We left a voice mail to let her know there was a refund and document to sign at the front desk, and tried to arrange a brief meeting with her to go over this-she refused to meet with Colleen and said she would stop by at her convenience. She walked in later that day and it happened that Colleen happened to be available so Colleen took the opportunity to sit down with Sylvia on 6/2/16. This was to review the lease of claims document and hand the refund check to Sylvia personally. Sylvia quickly and eagerly signed the document saying that she was very familiar with this type of document and received a refund of $65.70. The document has also been attached for your viewing.
Colleen would also like it to be noted that she has reviewed the customer statement and can not agree with much of her documentation as a record of the actual events that occurred.
We are very accommodating to our customers. We really do try to please them and also be CRYSTAL CLEAR in our membership agreements to the extent that we have them sign on every single line of the contract. Please see the attached document. We are aware that sometimes misunderstandings occur and it is entirely possible that Sylvia clearly did not read or understand the document that she signed. We feel that we have resolved this situation so that she can feel heard and appreciated as a patron. She has been accommodated with a refund that she requested.
Even though this situation has cost us an epic quantity of administrative time, we strive to always do our due diligence in all matters. We take all opportunities to learn more about how to be mindful of our business practices and we take everyone and each situation to heart. We hope the Revdex.com will look favorably on the conclusion of this customer situation.
Warm Regards,
[redacted]
Management Team
Complaint: 11439526
I am rejecting this response because: after reading the spa's response, they failed to mention Lauren the spa manager threaten if I wanted a refund it would be taken for the technician, which is not the responsibility of the technician. My bank account was over drawn due to the unauthorized amount I was charged, my bank agreed it was the fault of the spa , they did not have my authorization to charge me a certain amount. Their attorney is not a bank therefore his I put I feel is unjust. I came into the spa because I had a voice mail from Coleen to come in and pick up the refund( with out fees) and sign a form. I was not told my membership was revoked. I still feel the total amount of refund should have included fees of the bank.
Regards,
Sylvia [redacted]
Complaint: 11439526
I am rejecting this response because: I feel the the front desk staff mis-communicated with me, [redacted] the Spa Manager was courteous then confrontational. As I stated previously, [redacted] said if you want a refund it will come out of the commission of the technician . I was appalled by this, that is why I filed the complaint. However, this whole issue has been in my opinion poorly dealt with. I recieve from [redacted] a document to,show to my bank, however, my bank stipulates that as I was not informed and I did not authorize the charge. The Spa is responsible for the charges.
It saddens me that this business that has been around for years does business in this manner. I did not want to terminate my membership, I was told by [redacted] I also have the email that states if I go forward to the Revdex.com my membership would be terminated. I did not even look at the amount of the reimbursement, all I did was deposit the check.I do not want to go back and forth with the lies that are being told. However, I did want to respond. The technicians are great and I would love to continue to use them for my services without a membership.
Regards,
Sylvia [redacted]
RE: initial complaint #11439526 filed on 05/10/16, and correspondence on 06/06/16 We at colleenelizabeth Salon & Spa were saddend and disappointed that Mrs [redacted] chose to file a complaint and disregard the customer service agreement that she signed on 02/11/16 for services at colleenelizabeth Salon & Spa. We had attempted to preserve the relationship with Mrs [redacted] and offered to refund her for the services however, she has continued to increase her demands for compensation, i.e., refund for services she had received, refund for 2 overdraft fees of $34.00 each. Mrs [redacted] went over her pre-paid minutes and was billed in accordance with her signed agreement. Mrs [redacted] acknowledged an error on her part with a debit card she left on file and provided the Front Desk at colleenelizabeth Salon & Spa with a second card to bill for the overage services that she received. Mrs [redacted] asked the staff to reverse the charges on the “original debit card.” The staff reversed the charges on the initial debit card on file and billed second card per Mrs [redacted]’s request. Mrs [redacted] was provided with proof of the transaction for her bank. colleenelizabeth Salon & Spa does not assume responsibility for Mrs [redacted]’s overdraft fees. On 06/02/16, Mrs [redacted] and colleenelizabeth Salon & Spa agreed to and signed a “Settlement Agreement and Mutual General Release.” Mrs [redacted] was provided with a refund of $65.70 for services that she received. Both parties agreed to termination of Mrs [redacted]’s service agreement and “ANY AND ALL” claims. Mrs [redacted] agreed to not seek and will not receive any further compensation. Mrs [redacted] has made claims about the business practices and employee compensation at colleenelizabeth Salon & Spa. It is our policy at colleenelizabeth not to comment or discuss employee compensation with our client’s or former client’s however, the spa employees who provided services to Mrs [redacted] have been fully compensated by colleenelizabeth Salon & Spa. Any further correspondence or solicitation for further compensation by or on behalf of Mrs [redacted] will be forwarded to our attorney for legal consultation, as Mrs [redacted] will be acting contrary the “Settlement Agreement and Mutual General Release.” A copy of the “Settlement Agreement and Mutual General Release” and a copy of the service agreement were provided to the Revdex.com on 06/03/16 for review. We continue to be disappointed with the unfolding of events. Colleen Elizabeth and the staff at the spa wish Mrs [redacted] well. As far as we are concerned this matter is closed. colleenelizabeth Salon & Spa takes every precaution to be mindful and respectful of all ethical business practices. We are proud to have served this community for over 16 years with many satisfied patrons. Best Regards, [redacted] colleenelizabeth Salon & Spa www.complexionssantabarbara.com spa concierge: ###-###-#### ce direct line: ###-###-####