Dharma Healing Center

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted]

The client attempted to revers the charges and the bank declined the reversal based on the *** fine print aloneClearly stating the terms of a client not showing up for a session and the fee that would be incurredHowever the client can still return her expired *** for full refund of the purchase. As far as the *** is concerned there was and is no problem with the ***.Our office replied to the client on Aug 21st and again on Sept 24th to confirm that we would happily honor and extend the expired *** and that all no shows are charged a fee of $45.00. In addition our phone records indicate that we left a message with no response from the client on the following date: Aug 26th at 12:49pm.The Dharma Healing Center has made every effort to support and accommodate the client only to be met with silly accusations and hostility.At no time will we as a professional Establishment and practice refuse our practitioners pay because a client is not considerate enough to show up or cancel in a timely manner

This client booked herself her session with an expired [redacted] that we had explained to her that we would happily honor it.[redacted] fine print is attached as two images: it explains that the client must book online for the purchased service, explains the 24 hour cancellation policy and that the...

[redacted] value never expires. If a person wants us to know something they would need to call giving us 24 hours+ prior to a booked appointment and if a person wants us to see something they choose the field next to "notes" called "Alerts" alerting us to a problem. Otherwise everything worked beautifully on our end, our staff, our software etc...24 hours before the client's session the client receives an automated email confirming there appointment as well as a reminder that if the do not arrive for their appointment they will be charged a cancellation fee of $45.00In addition, every single email, [redacted] fine print and interactions the client is notified that if the client does not show up or give 24 hours notice we apply a $45.00 cancellation fee. Leaving us a "note" is not a responsible way to handle an issue if a person feels it is pressing.The following info are the exchanges. The client's email to us after being charged the cancellation fee:From: E Wayland-Seal <[email protected]>Date: Fri, Sep 4, 2015 at 10:46 PMSubject: RE: Late cancellation fee - [redacted] WaylandTo: Dharma Healing <[email protected]>Cc: [redacted]Let me be clear about this:If you are offering a service that can only be booked online, but your staff does not review the notes field until the day of the appointment, that is an internal policy and scheduling issue.If you leave me a message, while I am at work, the morning of the appointment, to tell me you cannot accept the method of payment I have specifically told you I need to use IN ORDER TO ATTEND THE APPOINTMENT, and then complain that I have not given you 24 to 48 hours notice to cancel the appointment, that is an internal communication and scheduling issue.Also: the [redacted] voucher was *not* present when the message was left, but the message said there was a problem with it. Since your front desk person, when I first called to see if I could still use the promotional value, which was about to expire, could not give me any other information besides "you have to book online", this strikes me as a training and staff issue, and perhaps you should have reviewed [redacted] policy with your staff before you contracted for [redacted]'s services.I have no intention whatsoever of using a [redacted] for your services -- or contracting your services whatsoever. I am disgusted with your unprofessionalism, your inability to cope with online scheduling issues and your refusal to refund an illegitimately charged no-show fee, when the problem rested solely with your business, your staff, and your protocols.You did not act in good faith, and are now refusing to refund the $45 you took out of my account. You can decide how badly your business wants that $45. If that $45 is worth calls from [redacted], the Revdex.com and the Attorney General's Office, plus a summons to small claims court, you are certainly entitled to stick to your guns and refuse to issue the refund.If the money is not back in my account by Sept. 11 (five business days), I will see you in court.-- [redacted]The director's response email to the client:Late cancellation fee - [redacted]Dharma Healing <[email protected]>Aug 26 to waylandseal 2003Hi [redacted], On 7/16/15 you were charged a late cancellation fee of $45. The notes on your appointment, scheduled online are not foreseen by our reception staff until the day of. Also, we do not have access to predict issues with a [redacted] unless the voucher is present. As stated on the fine print of our [redacted] deal as well as all confirmation and reminder emails, late cancellation fee may exceed value of the deal purchased if client fails to show up or honor our 24-hour cancellation policy. We will not be refunding you today. However, I will be happy to honor your [redacted] deal so that you may come in for the service you purchased online. If you would like to book your appointment, click here. I put a note in your account for my reception staff's awareness. A valid [redacted] voucher must be present and unredeemed for us to honor. Have a beautiful day,To date the client still has two session in good standing and available to her.we look forward to serving you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]