Initial Business Response /* (1000, 5, 2017/04/05) */
To whom it may concern:
In response to [redacted] complaint she has made against my business, The Healing Centre, I'd like to point out a few things; Firstly the majority of her complaint has been fabricated. And any facts I've read, she...
has twisted grossly out of proportion. For example; none of my clinic lights have ever burnt out, nor have I replaced any light bulbs since being in this location of 390 Herring Cove Rd. Halifax.
[redacted] became a tanning client on March 21 2017. She bought a 10 session tanning package.
The Clinics tanning hours are for walk-Ins only. [redacted] asked to make appointments and I told her we aren't accepting appointments. She confirmed the times she wanted to come in were during tanning walk-in hours, anyways. So [redacted] was content with our hours and agreed to come during our walk-in times.
[redacted] used 4 of her 10 tans at my Clinic.
On Wednesday March 29th The Healing Centre's regular hours are 1:30pm-7pm with tanning Available for walk-Ins between 4-7pm.
On this day we received a snow storm with snow and freezing rain.
I live 30 minutes outside of Halifax.
My children's buses weren't running on this day, due to inclement weather.
At 9:15am I called The Healing Centre, remotely, from home and left a message on the machine stating that it was Wednesday March 29th and the clinic will be closed due to inclement weather, and we will reopen for regular business hours Thursday March 30th.
The plow finally cleared my road at 3:45pm on March 29th and that's when my Fiancé and I started driving into the clinic, knowing we would have to shovel and salt the the clinic doorway and driveway. In preparation to open the next morning.
When we arrived at 4:45pm my fiancé was shoveling outside and I went inside to check the voicemails.
One voicemail was from [redacted], she called at 4:27pm (please see attached photo evidence) and left a 5 minute long voicemail; she was yelling and screaming profanities expressing her extreme dissatisfaction that I chose to remain closed for the day due to weather.
I asked my fiancé to come in and listen to the voicemail. He did. He was as shocked and appalled as I was at her demeanor and disgusting telephone mannerism.
My Fiancé called her back and let her know that we had made it into the clinic and she was more than welcome to come in if she would like. She began screaming at him saying we should've let her know that nobody was going to be there, he reminded her that the reason nobody called to inform her we were closed was because it's "walk ins only" and would've had no way of knowing if she intended on coming in that day or not. Also, how would she intend for us to call her when her phone number was at the clinic and we live half an hour away? If we could make it in to the clinic for her phone number then we could've been there to open the clinic for the whole day. She was yelling asking why the receptionist wasn't there!? He let her know she left town the night before to attend her Grandmothers funeral. And that regardless, the clinic was closed for the day due to inclement weather.
She chose to yell some more and tell us that it's not her fault the receptionist grandmother died and it's not her fault we live 30 minutes outside Halifax and she continued with her insults and verbal threats towards myself and business, so we chose to hang up and end the call.
(I have complete audio/visual surveillance of my reception area and have the entire phone conversation on video to submit to you. It shows clearly every word spoken)
The next morning I'm made aware that [redacted] and a friend of hers decided to write all over social media and my Facebook page what a poor business I run. They insulted everything from my business sign, to my hair colour, to my name and how it's spelled. I blocked [redacted] and her friend from my Business and social media page.
In my opinion I think [redacted] had intended on using 10 tans when she signed up on March 21. She let me know she was leaving for Cuba on April 1st and this is the reason she was tanning. I think she realized she would only be able to use about half of her tans before she left for her trip and knowing there was a sign that says "no refunds" she is choosing to use this ridiculous avenue in attempt to get her money back for her unused tans, now that she's left for Cuba and doesn't need the remainder of her tanning package.
I've previously worked at tanning salons and have seen this type of attempt before.
Thank you for your time.
Initial Business Response /* (1000, 5, 2017/04/05) */
To whom it may concern:
In response to [redacted] complaint she has made against my business, The Healing Centre, I'd like to point out a few things; Firstly the majority of her complaint has been fabricated. And any facts I've read, she...
has twisted grossly out of proportion. For example; none of my clinic lights have ever burnt out, nor have I replaced any light bulbs since being in this location of 390 Herring Cove Rd. Halifax.
[redacted] became a tanning client on March 21 2017. She bought a 10 session tanning package.
The Clinics tanning hours are for walk-Ins only. [redacted] asked to make appointments and I told her we aren't accepting appointments. She confirmed the times she wanted to come in were during tanning walk-in hours, anyways. So [redacted] was content with our hours and agreed to come during our walk-in times.
[redacted] used 4 of her 10 tans at my Clinic.
On Wednesday March 29th The Healing Centre's regular hours are 1:30pm-7pm with tanning Available for walk-Ins between 4-7pm.
On this day we received a snow storm with snow and freezing rain.
I live 30 minutes outside of Halifax.
My children's buses weren't running on this day, due to inclement weather.
At 9:15am I called The Healing Centre, remotely, from home and left a message on the machine stating that it was Wednesday March 29th and the clinic will be closed due to inclement weather, and we will reopen for regular business hours Thursday March 30th.
The plow finally cleared my road at 3:45pm on March 29th and that's when my Fiancé and I started driving into the clinic, knowing we would have to shovel and salt the the clinic doorway and driveway. In preparation to open the next morning.
When we arrived at 4:45pm my fiancé was shoveling outside and I went inside to check the voicemails.
One voicemail was from [redacted], she called at 4:27pm (please see attached photo evidence) and left a 5 minute long voicemail; she was yelling and screaming profanities expressing her extreme dissatisfaction that I chose to remain closed for the day due to weather.
I asked my fiancé to come in and listen to the voicemail. He did. He was as shocked and appalled as I was at her demeanor and disgusting telephone mannerism.
My Fiancé called her back and let her know that we had made it into the clinic and she was more than welcome to come in if she would like. She began screaming at him saying we should've let her know that nobody was going to be there, he reminded her that the reason nobody called to inform her we were closed was because it's "walk ins only" and would've had no way of knowing if she intended on coming in that day or not. Also, how would she intend for us to call her when her phone number was at the clinic and we live half an hour away? If we could make it in to the clinic for her phone number then we could've been there to open the clinic for the whole day. She was yelling asking why the receptionist wasn't there!? He let her know she left town the night before to attend her Grandmothers funeral. And that regardless, the clinic was closed for the day due to inclement weather.
She chose to yell some more and tell us that it's not her fault the receptionist grandmother died and it's not her fault we live 30 minutes outside Halifax and she continued with her insults and verbal threats towards myself and business, so we chose to hang up and end the call.
(I have complete audio/visual surveillance of my reception area and have the entire phone conversation on video to submit to you. It shows clearly every word spoken)
The next morning I'm made aware that [redacted] and a friend of hers decided to write all over social media and my Facebook page what a poor business I run. They insulted everything from my business sign, to my hair colour, to my name and how it's spelled. I blocked [redacted] and her friend from my Business and social media page.
In my opinion I think [redacted] had intended on using 10 tans when she signed up on March 21. She let me know she was leaving for Cuba on April 1st and this is the reason she was tanning. I think she realized she would only be able to use about half of her tans before she left for her trip and knowing there was a sign that says "no refunds" she is choosing to use this ridiculous avenue in attempt to get her money back for her unused tans, now that she's left for Cuba and doesn't need the remainder of her tanning package.
I've previously worked at tanning salons and have seen this type of attempt before.
Thank you for your time.