Cushman Paint & Glass

This client does not care about the fact that signed a document prior to purchase of any additional packages that clearly says in two places NO REFUNDS (previously submitted)She not only signed the agreement but also initialed this portion of the agreement ? that where this verbiage is contained.prior to her purchase? To claim that she did not understand that it covered her purchase is inaccurate and not supported by a signed document.? We require this informed? consent? form prior to any purchase to avoid issues with non compliant patient claiming it was our fault that the program did not workHer purchase on Groupon also contains similar language once the Groupon is redeemed.? Each week we treat more than patients in facilities across the country? Since January we have treated more than patients and our company is growing? We are not perfect and when an error is made we make every effort to correct it? We have hundreds of glowing testimonials from our clients about our people and process? Occasionally we do receive negative feed back and each time we address it with the contractor? This was the case with her complaint regarding her visit in Woodbury and we feel that the issues she has raised reflect more on her perception rather than reality? She is talking about one of longest term Contractors and one that gets extensive praise and recommendations from our clients? He complaints of improper handling are reflective of a single objectiveto gain a refund which she agreed to in advance would not be possible.An error was made by our staff on not allowing this consumer to trade in her Groupon? This is why we already refunded the $for her GROUPON Purchase, this was the only error we made? The rest is her perception and attempt to reverse her signed INFORMED CONSENT document through her complaint? We reject her assertions that she is entitled to a FULL Refund and have provided her the refund for which she was entitled

I am in receipt of your complaint notice. Ms *** has significantly changed her story on her reason for a refund request more than times. Her first complaint dealt with her perceived indifference by our technician. She complained that our contractor did not show her the proper
level of attention during her sessions. It then moved to she was overcharged, we canceled her appointments (which she did on our online appointment system), to now she says that there’s was not enough time for her to use her purchased packagesFACTS During her time with us she purchased a Groupon offer for $for sessions. One she came into our center she agreed to trade in her Groupon offer for a monthly membership. This membership entitled her to up to treatments at our facility. All her visits were scheduled (see attached Activity Log). After her third visit on 6/she elected to upgrade her purchase. The technician who worked with Ms*** should have allowed her to trade in her existing Groupon purchase. This would have reduced her purchase from $to just $200. During the time of her initial purchase she was advised that there was no refund available for her purchase. Attached you will see her signed informed consent form where she agreed to no refund. The NO REFUND POLICY listed twice on the form is two different places one of which she had to initialSo its clear that she knew about the NO REFUND POLICY existed After her canceling her appointments she contacted me for a refundI asked her to complete our complaint form which she did (see attached) I explained that our policy was no refund and offered her several solutions 1. I offered to return her GROUPON purchase of $which she should have been able to trade in and an error was made by our employee2. I offered to extend her treatment plan an additional days to give her time to schedule and use her package 3. I offered for her to work with another of our technicians to obtain the emotional support she said she missed Based upon her signed NO Refund Contract, we felt that our solution was a reasonable. Ms *** only wants a full refund of all that she paid knowing full well she signed a statement of NO REFUND and used 50% of her original package (see activity log)She is not willing to accept any other solution. We have been reasonable and responsible and responded to each of her 10+ emails. We evaluated her request and found that based upon her original complaint and changing claims that no resolution is possible We informed her of our decision and she filed her complaint with the Revdex.com in an effort to intimidate us to change our decision. We never said we would give her a full refund as she claims. What we said is “we are prepared to offer you a full refund of your GROUPON purchase”. This was our decision because she should have been allowed to trade it in and she was overcharged We are still desirous to resolve this matter with any or all of the options that she was presented directly and listed above

This client does not care about the fact that signed a document prior to purchase of any additional packages that clearly says in two places NO REFUNDS (previously submitted)She not only signed the agreement but also initialed this portion of the agreement that where this verbiage is contained.prior to her purchase To claim that she did not understand that it covered her purchase is inaccurate and not supported by a signed document. We require this informed consent form prior to any purchase to avoid issues with non compliant patient claiming it was our fault that the program did not workHer purchase on Groupon also contains similar language once the Groupon is redeemed. Each week we treat more than patients in facilities across the country Since January we have treated more than patients and our company is growing We are not perfect and when an error is made we make every effort to correct it We have hundreds of glowing testimonials from our clients about our people and process Occasionally we do receive negative feed back and each time we address it with the contractor This was the case with her complaint regarding her visit in Woodbury and we feel that the issues she has raised reflect more on her perception rather than reality She is talking about one of longest term Contractors and one that gets extensive praise and recommendations from our clients He complaints of improper handling are reflective of a single objectiveto gain a refund which she agreed to in advance would not be possible.An error was made by our staff on not allowing this consumer to trade in her Groupon This is why we already refunded the $for her GROUPON Purchase, this was the only error we made The rest is her perception and attempt to reverse her signed INFORMED CONSENT document through her complaint We reject her assertions that she is entitled to a FULL Refund and have provided her the refund for which she was entitled

? I am rejecting this response because:
First, I would like to say many of their "FACTS" are not accurateI bought a package Groupon for $to which I usedI also didn't purchase the additional package as they say on 6/5/They need to get their FACTS straightI also never asked for the Groupon money back? I only asked for the $back that I was charged in addition for a session package (not a monthly package) that I was charged forI would also like to say my claims have NEVER CHANGED? I had multiple issues with this establishment and how they run their business, but on the Revdex.com website you are limited to the amount of characters on the complaintThey have minimized my negative experience at their establishment, including a burn that I received, which blistered and is now months later still a mark on my legThe CEO dismisses my injury as hyperpigmentation and says, "oh, it will go away"? Now, they are now trying to assault my character.I did say that I felt his offer of days to use the sessions was unreasonable in my original complaint because he thinks that is a fair and reasonable offerI don't want to EVER go back to this establishmentI also NEVER purchased a monthly package, it was a session package and IF it was supposed to be used in days, their technician never informed me of thatShe did not refer to it as a "monthly package" but said it was a session package? Due to several issues with this company and how they treat they clients, especially now after there is an issue, I don't ever want to go backI have attached the original email from Ken, where he says he will refund the $AND Groupon price.? In total I paid $All I ask is that they refund me for a service that I have not used which is $for sessionsThey did already refund $for the Groupon price but I am asking for the $so they could deduct $from that amount to refund me $I don't feel I should have to pay for sessions I will never useI believe this is a fair and reasonable offerI used sessions at $which is what they should be paid for and that is all.? I have attached my original complaint form, letter and a copy of Ken's original email