Drew Patrick Spa

[redacted] Response to the Statement that the Problem Has Not Been Resolved: As previously explained, all clients are asked for a credit card to hold appointments, and explained why we ask for a credit card The service the client books is also confirmed back to the booking client, along with the time and date of the appointment In this case, [redacted] was told that she booked a fifty (50) minute Custom Massage on Saturday, January [redacted] beginning at 5:00pm She was explained the cancellation policy and told to arrive at least twenty (20) minutes prior to her scheduled appointment time so she would have time to get comfortably into her robe and slippers prior to her appointment beginning promptly at 5pm [redacted] checked in for her 5:00pm appointment at 3:47pm (one hour and minute prior to her treatment time) [redacted] checked out of her services at 6:14pm, paying with [redacted] Card ending in *** As previously explained, she paid $for her fifty (50) minute Custom Massage and added $as a gratuity The invoice was presented to ***, and she signed the receipt and gave it back to the [redacted] , [redacted] , (without questioning any of the charges) She checked in at 3:47pm and checked out at 6:14pm, leaving her time in the ladies locker room to change, to go upstairs and relax in our Quiet Room, have her fifty (50) minute Custom Massage, come back downstairs to change and then check out She was at [redacted] for approximately minutes [redacted] ’s cousin, [redacted] ***, arrived at 3:47pm for her 4:30pm appointment She checked out at 6:15pm paying $($for her Luxe Facial and $as a gratuity) with a combination of [redacted] and cash This appointment was booked on Tuesday, January [redacted] at 9:57am [redacted] was also repeated back the appointment service she just booked, along with the time, date and cancellation policy There were no other clients that were with [redacted] and [redacted] *** Both ladies paid for their services without complaint or question [redacted] mentions that she has never used the [redacted] Card for large purchases in the past, but on 0113, she did use the card and even added a gratuity We have the signed receipt She received a full fifty (50) minute Custom Massage from one of our Licensed Massage Therapists We do not even offer the fifteen (15) minute massage that she is referencing in her claim Our [redacted] , ***, spoke with both [redacted] and her mother after the complaint was received I was in the office with [redacted] when she spoke with her mother, and in no way was [redacted] condescending to her I heard her entire conversation During the conversation, ***’s mother was yelling saying that her daughter is very bright and she would never pay that much for a massage [redacted] is our [redacted] , and has been in a management position with [redacted] since it opened in July She is very professional and would never be condescending to any of our clients As in my response dated, January **, I do not feel that there was any confusion as to the service was that booked, received and paid for by [redacted] on January *** [redacted] stands behind our booking process, the services we provide and the professionalism and courtesy in which we treat our clients This claim is completely unwarranted Please let me know if there is any other information I can provide to you Thanks All the best, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Yes I called on 01/**/at 3:32pm to book with my cousin I explained they was doing this big package but I could not, and still wanted to attend I was told there was a minute complimentary massage She then asked for my credit card and I asked her , If it is complimentary why must I provide my credit card She said to hold the spot I must give my credit card I then called my mother from the house phone and asked if it was OK / So I booked itI checked out as the minutes because it was over I did not stay for all the things that come with the package because I booked a minute massage I have never purchased anything on my mothers card with is under my name for big purchases or good which can be confirmed by *** Maybe we can pull the phone call This is not my first time at the spa and have paid $ for a standard yoga class .So the minute complimentary massage was not out of place to me Hope we can resolve this as the *** *** ? I believe that is her name is very antagonistic condescending and accused me and my mother of saying she did not speak English when we clearly did not Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

[redacted] Response to the Statement that the Problem Has Not Been Resolved:
As previously explained, all clients are asked for a credit card to hold appointments, and explained why we ask for a credit card.  The service the client books is also confirmed back to the booking client, along with the time and date of the appointment.  In this case, [redacted] was told that she booked a fifty (50) minute Custom Massage on Saturday, January [redacted] beginning at 5:00pm.  She was explained the cancellation policy and told to arrive at least twenty (20) minutes prior to her scheduled appointment time so she would have time to get comfortably into her robe and slippers prior to her appointment beginning promptly at 5pm.  [redacted] checked in for her 5:00pm appointment at 3:47pm (one hour and 13 minute prior to her treatment time).
[redacted] checked out of her services at 6:14pm, paying with [redacted] Card ending in [redacted].  As previously explained, she paid $115 for her fifty (50) minute Custom Massage and added $5 as a gratuity.  The invoice was presented to [redacted], and she signed the receipt and gave it back to the [redacted], [redacted], (without questioning any of the charges).  She checked in at 3:47pm and checked out at 6:14pm, leaving her time in the ladies locker room to change, to go upstairs and relax in our Quiet Room, have her fifty (50) minute Custom Massage, come back downstairs to change and then check out.    She was at [redacted] for approximately 147 minutes.  
[redacted]’s cousin, [redacted], arrived at 3:47pm for her 4:30pm appointment.  She checked out at 6:15pm paying $195 ($175 for her Luxe Facial and $20 as a gratuity) with a combination of [redacted] and cash.  This appointment was booked on Tuesday, January [redacted] at 9:57am.  [redacted] was also repeated back the appointment service she just booked, along with the time, date and cancellation policy.  There were no other clients that were with [redacted] and [redacted].  Both ladies paid for their services without complaint or question.
[redacted] mentions that she has never used the [redacted] Card for large purchases in the past, but on 01/**/13, she did use the card and even added a gratuity.  We have the signed receipt.    She received a full fifty (50) minute Custom Massage from one of our Licensed Massage Therapists.  We do not even offer the fifteen (15) minute massage that she is referencing in her claim.
Our [redacted], [redacted], spoke with both [redacted] and her mother after the complaint was received.  I was in the office with [redacted] when she spoke with her mother, and in no way was [redacted] condescending to her.  I heard her entire conversation.  During the conversation, [redacted]’s mother was yelling saying that her daughter is very bright and she would never pay that much for a massage.  [redacted] is our [redacted], and has been in a management position with [redacted] since it opened in July 2007.  She is very professional and would never be condescending to any of our clients.
As in my response dated, January **, I do not feel that there was any confusion as to the service was that booked, received and paid for by [redacted] on January [redacted].  [redacted] stands behind our booking process, the services we provide and the professionalism and courtesy in which we treat our clients.  This claim is completely unwarranted.
Please let me know if there is any other information I can provide to you.  Thanks.
All the best,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
 
I ARRIVED EARLY AS I WANTED TO BE WITH THE BIRTHDAY PARTY AND DID   NOT PARTAKE IN ANY OF THE OTHER
TREATMENTS until my massage time  . Why would I come early pay for
treatments and not partake with the rest of the girls .Because I was
going off the initial conversation where I was told it was a
complimentary massage I told the woman could not afford the package and
she suggested the 15 min complimentary massage . nd that they needed the
credit card to hold the reservation  because I told her I could not
afford it . The woman on the phone is the one who suggest it so I could
be with the party . I don't know if it is because I am young but I only
stayed for what I thought I was paying for .... And my mother says she asked to speak with the higher level MANAGEMENT AND   [redacted] and was told he was not available now , he would contact her back . Now  he is saying he was there .  This is sad These are lies and want my money returned please
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

0pt;">[redacted] Response to the Statement of the Problem:
[redacted] called on 01/**/14 at 3:32pm to book a fifty (50) minute Custom Massage for Saturday, 01/**/14 at 5:00pm.  She had planned to come in with her cousin on that day.  At the time of booking, there were other women that she knew booked to come at the same time.  In the time between booking her appointment and the date of the service, the other people in her group (except for her cousin, [redacted]) all cancelled their appointments.  Only a woman named [redacted] ([redacted]’s cousin) came to [redacted] on 01/**/14 and had a single treatment.
On 01/** at 3:47pm, [redacted] was checked in for her services.  At 6:14pm, [redacted] checked out of her fifty (50) minute Custom massage, was the fee for her services was $115, she added $5 as a tip for the therapist, and then (without a comment about the price) signed the credit card slip for $120.  A receipt for $120 was presented to [redacted] before she left the building.  At no time did [redacted] dispute the charge, ask about the price.  
[redacted]’s original appointment was booked by one of our [redacted], [redacted], who has worked at the spa booking appointments for over six years.  Upon booking an appointment at [redacted], all Customer Service Representatives and Managers must take a credit card to hold the appointment and explain our cancellation policy.  The [redacted] cancellation policy is that we need 24 hours notice to cancel or change an appointment or the client is subject to a charge of  50% of the cost of the service(s) booked. This policy was explained to [redacted] when she gave the credit card to hold the service.  As it was [redacted] herself who gave us the credit card number as her own when she booked the appointment, she was allowed to use this “card on file” to check out.  If this was not her credit card or if she was not authorized to use this card, then we have a fraud case on our hands and we should report it to the Suffolk County Police Department’s Identity Theft unit.  
For some reason, the client is now saying that she was told that her fifty (50) minute service would be complimentary.  There would be no reason that any customer service agent or therapist would say that a full fifty (50) minute service would be complimentary.  That is not something that is at all normal in our business.  One of her friends or family members may have received a birthday email stating that they were eligible for an aromatherapy upgrade to their massage in honor of his/her birthday, but there is absolutely no “free massage” offer for any client (birthday or not).  What is offered to those celebrating birthdays with us is a $14 aromatherapy enhancement that can be added to a massage of his/her choice.  There is no such thing as an “aromatherapy” treatment on our service menu - it is always noted as an enhancement to a full treatment. Regardless of this, it was not [redacted]’s birthday and she did not receive any email or other communication from us indicating a free treatment of any kind.  
Just to note:  there was no party with [redacted].  She was with her cousin on the day in question who also had one service, which she paid for.  
On Tuesday, 01/**/14, our [redacted] spoke to [redacted]’s cousin (who was here for services on 01/**/14).  She was the client that had been at the spa to celebrate her birthday.  She called her friends and family member to see if they would like to book their own appointments on the same day she was planning her visit.  She told them her appointment time, and asked us to block some timeslots for others who would call to book, but did not say that they would be receiving complimentary services.  No one told [redacted] that any service would be complimentary.  She did tell her friends that they might want to book a Custom Massage (50 minute) for the same time as her facial.  We offer a Custom Massage, which is exactly what [redacted] booked and received on that day.  No other friends or family members received services on that time / day.
[redacted]’s Stand:
The client booked a 50-minute Custom Massage, received a full fifty (50) minute Custom Massage and paid for (without any question at any time) her treatment on Saturday, 01/**/14.  We do not feel that there should be any confusion or refund for this service.  It was booked, performed, and paid for - including an added (completely optional) gratuity. Our massage therapist has been paid for this treatment; if the service is not paid for then it is a clear case of theft of services. 
Please let me know if you have any additional questions. 
Thank you in advance.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Review: I asked more than once was it complimentary I was told YES ! the credit card just holds the reservation . My cousin had a party and they was getting the works . I could not afford it said I would only participate I the free portion . I RECEIVED A 15 MINUTE REGULAR MASSAGE .. I ASKED WAS THERE ANOTHER CHARGES SHE SAID NO .no nails no facial, nothing extra .Desired Settlement: I am looking for a full refund .

Business

Response:

[redacted] Response to the Statement of the Problem:

[redacted] called on 01/**/14 at 3:32pm to book a fifty (50) minute Custom Massage for Saturday, 01/**/14 at 5:00pm. She had planned to come in with her cousin on that day. At the time of booking, there were other women that she knew booked to come at the same time. In the time between booking her appointment and the date of the service, the other people in her group (except for her cousin, [redacted]) all cancelled their appointments. Only a woman named [redacted]’s cousin) came to [redacted] on 01/**/14 and had a single treatment.

On 01/** at 3:47pm, [redacted] was checked in for her services. At 6:14pm, [redacted] checked out of her fifty (50) minute Custom massage, was the fee for her services was $115, she added $5 as a tip for the therapist, and then (without a comment about the price) signed the credit card slip for $120. A receipt for $120 was presented to [redacted] before she left the building. At no time did [redacted] dispute the charge, ask about the price.

[redacted]’s original appointment was booked by one of our [redacted], who has worked at the spa booking appointments for over six years. Upon booking an appointment at [redacted], all Customer Service Representatives and Managers must take a credit card to hold the appointment and explain our cancellation policy. The [redacted] cancellation policy is that we need 24 hours notice to cancel or change an appointment or the client is subject to a charge of 50% of the cost of the service(s) booked. This policy was explained to [redacted] when she gave the credit card to hold the service. As it was [redacted] herself who gave us the credit card number as her own when she booked the appointment, she was allowed to use this “card on file” to check out. If this was not her credit card or if she was not authorized to use this card, then we have a fraud case on our hands and we should report it to the Suffolk County Police Department’s Identity Theft unit.

For some reason, the client is now saying that she was told that her fifty (50) minute service would be complimentary. There would be no reason that any customer service agent or therapist would say that a full fifty (50) minute service would be complimentary. That is not something that is at all normal in our business. One of her friends or family members may have received a birthday email stating that they were eligible for an aromatherapy upgrade to their massage in honor of his/her birthday, but there is absolutely no “free massage” offer for any client (birthday or not). What is offered to those celebrating birthdays with us is a $14 aromatherapy enhancement that can be added to a massage of his/her choice. There is no such thing as an “aromatherapy” treatment on our service menu - it is always noted as an enhancement to a full treatment. Regardless of this, it was not [redacted]’s birthday and she did not receive any email or other communication from us indicating a free treatment of any kind.

Just to note: there was no party with [redacted]. She was with her cousin on the day in question who also had one service, which she paid for.

On Tuesday, 01/**/14, our [redacted] spoke to [redacted]’s cousin (who was here for services on 01/**/14). She was the client that had been at the spa to celebrate her birthday. She called her friends and family member to see if they would like to book their own appointments on the same day she was planning her visit. She told them her appointment time, and asked us to block some timeslots for others who would call to book, but did not say that they would be receiving complimentary services. No one told [redacted] that any service would be complimentary. She did tell her friends that they might want to book a Custom Massage (50 minute) for the same time as her facial. We offer a Custom Massage, which is exactly what [redacted] booked and received on that day. No other friends or family members received services on that time / day.

[redacted]’s Stand:

The client booked a 50-minute Custom Massage, received a full fifty (50) minute Custom Massage and paid for (without any question at any time) her treatment on Saturday, 01/**/14. We do not feel that there should be any confusion or refund for this service. It was booked, performed, and paid for - including an added (completely optional) gratuity. Our massage therapist has been paid for this treatment; if the service is not paid for then it is a clear case of theft of services.

Please let me know if you have any additional questions.

Thank you in advance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Yes I called on 01/**/14 at 3:32pm to book with my cousin . I explained they was doing this big package but I could not, and still wanted to attend . I was told there was a 15 minute complimentary massage . She then asked for my credit card and I asked her , If it is complimentary why must I provide my credit card . She said to hold the spot I must give my credit card . I then called my mother from the house phone and asked if it was OK / So I booked it. I checked out as the 15 minutes because it was over . I did not stay for all the things that come with the package because I booked a 15 minute massage . . I have never purchased anything on my mothers card with is under my name for big purchases or good which can be confirmed by [redacted] . Maybe we can pull the phone call . This is not my first time at the spa and have paid $ 20.00 for a standard yoga class .So the

15 minute complimentary massage was not out of place to me . Hope we can resolve this as the [redacted] ? I believe that is her name is very antagonistic condescending and accused me and my mother of saying she did not speak English when we clearly did not . Thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] Response to the Statement that the Problem Has Not Been Resolved:

As previously explained, all clients are asked for a credit card to hold appointments, and explained why we ask for a credit card. The service the client books is also confirmed back to the booking client, along with the time and date of the appointment. In this case, [redacted] was told that she booked a fifty (50) minute Custom Massage on Saturday, January [redacted] beginning at 5:00pm. She was explained the cancellation policy and told to arrive at least twenty (20) minutes prior to her scheduled appointment time so she would have time to get comfortably into her robe and slippers prior to her appointment beginning promptly at 5pm. [redacted] checked in for her 5:00pm appointment at 3:47pm (one hour and 13 minute prior to her treatment time).

[redacted] checked out of her services at 6:14pm, paying with [redacted] Card ending in [redacted]. As previously explained, she paid $115 for her fifty (50) minute Custom Massage and added $5 as a gratuity. The invoice was presented to [redacted], and she signed the receipt and gave it back to the [redacted], (without questioning any of the charges). She checked in at 3:47pm and checked out at 6:14pm, leaving her time in the ladies locker room to change, to go upstairs and relax in our Quiet Room, have her fifty (50) minute Custom Massage, come back downstairs to change and then check out. She was at [redacted] for approximately 147 minutes.

[redacted]’s cousin, [redacted], arrived at 3:47pm for her 4:30pm appointment. She checked out at 6:15pm paying $195 ($175 for her Luxe Facial and $20 as a gratuity) with a combination of [redacted] and cash. This appointment was booked on Tuesday, January [redacted] at 9:57am. [redacted] was also repeated back the appointment service she just booked, along with the time, date and cancellation policy. There were no other clients that were with [redacted] and [redacted]. Both ladies paid for their services without complaint or question.

[redacted] mentions that she has never used the [redacted] Card for large purchases in the past, but on 01/**/13, she did use the card and even added a gratuity. We have the signed receipt. She received a full fifty (50) minute Custom Massage from one of our Licensed Massage Therapists. We do not even offer the fifteen (15) minute massage that she is referencing in her claim.

Our [redacted], spoke with both [redacted] and her mother after the complaint was received. I was in the office with [redacted] when she spoke with her mother, and in no way was [redacted] condescending to her. I heard her entire conversation. During the conversation, [redacted]’s mother was yelling saying that her daughter is very bright and she would never pay that much for a massage. [redacted] is our [redacted], and has been in a management position with [redacted] since it opened in July 2007. She is very professional and would never be condescending to any of our clients.

As in my response dated, January **, I do not feel that there was any confusion as to the service was that booked, received and paid for by [redacted] on January [redacted] stands behind our booking process, the services we provide and the professionalism and courtesy in which we treat our clients. This claim is completely unwarranted.

Please let me know if there is any other information I can provide to you. Thanks.

All the best,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I ARRIVED EARLY AS I WANTED TO BE WITH THE BIRTHDAY PARTY AND DID NOT PARTAKE IN ANY OF THE OTHER

TREATMENTS until my massage time . Why would I come early pay for

treatments and not partake with the rest of the girls .Because I was

going off the initial conversation where I was told it was a

complimentary massage I told the woman could not afford the package and

she suggested the 15 min complimentary massage . nd that they needed the

credit card to hold the reservation because I told her I could not

afford it . The woman on the phone is the one who suggest it so I could

be with the party . I don't know if it is because I am young but I only

stayed for what I thought I was paying for .... And my mother says she asked to speak with the higher level MANAGEMENT AND [redacted] and was told he was not available now , he would contact her back . Now he is saying he was there . This is sad These are lies and want my money returned please

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,