Harmony Day Spa, LLC

In reference to the reply from ***We have been in business for over yearsIt is and has always been our policy to not allow children into the day spaHarmony Day Spa provides quiet treatment for our clientsNot only are our policies verbally expressed to everyone whom calls, they are also on the following: Website, brochures, text message confirmation, outgoing message on answer machine. When I spoke to *** in April, she told me that we never told her nor sent any text message confirmation expressing the no children policy, yet however in her reply to the Revdex.com, she now admits that she received the text message which clearly states once again that children are not allowed in the spa. We do not employ a receptionist, whom greeted her was Ashley, one of the massage therapistShe again in no matter, shape or form ever raised her voice to ***, it was *** whom decided to raise her voice when Ashley explained to her that children are not allowed in the spaNo one mocked her or made fun of anyone.A simple suggestion was to ask if her father could possibly take the baby to *** *** or the Mall *** however had no consideration for our policies, nor for any of the clients in the spa when she came in February for her scheduled appointmentWe have a business reputation for being a quiet retreat where clients can come for services and relax and unwindWe treat soldiers that have PTSD, as well as anxiety challengesOur space is quiet at all timesWe have never yelled nor raised our voice at anyoneIf we did , we certainly would not be in business doing what we doIt is clearly evident that *** does not want to face the consequences of her actionsWe can contact the clients that were in the spa when *** came in whom heard her raise her voice to Ashley if needed, as their services were disrupted by *** raising her voice while in the spa. A refund will not be issued, as in my first response, since *** chose to not honor our polices and she chose to leave on her own, she therefore forfeited the gift certificate for reserving time with her massage therapistOur polices were told to her, as this is our protocol to everyone that calls for an appointment or even to pick up product or a gift certificate at the spaNo one yelled at her, no one hung up on her

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The gift certificate I received in the mail from Harmony Day Spa with insert detailing their “policies,” no mention of children not being allowed in the facility is pictured in the attached. I received the gift certificate in the mail as a Christmas present. I called on January 27, 2017, to make an appointment for either February 16 or 17, at 10:45am. I called a number of weeks in advance because I knew I needed a very specific time/date. My parents would be visiting at that time and could watch my children. I am a breastfeeding mom so I have to plan my schedule around feedings. From the first moment I called Harmony Day Spa, my plan was to have my mom watch my 3-year-old and my dad come with me and be with my sleeping infant. Had I known this plan wouldn’t work, I never would have made the appointment. I simply would have waited until my infant was older. After all, the gift card didn’t expire until 6/24. My initial phone call with Harmony Day Spa went as follows: I called and Tim answered. I asked him if they had a massage appointment on Feb 16 or 17 at 10:45. He said that both days were available. I said that I’d take the appointment on Feb 16, 2017 and I wrote the appointment on my calendar. He then asked if I had ever been there. I told him no. He explained the location of the business in extreme detail. I even stopped him twice and told him I can just use my gps and he explained that some gps take people to the wrong location. He spent approximately 4 minutes explaining in great detail the location of the business. Then he asked for my information – name, phone, etc, and I gave it to him. He asked if I wanted an email confirmation. I told him no because I never check my email. He asked if I wanted a text confirmation and I said yes. At that time my 3 year old fell down and started screaming/crying. This caused my 4 month old to start screaming/crying. Tim then said that the computer just deleted all my information. I asked him if he wanted me to call back. He said no, he thought he remembered all my information.  Later that day I received a text message confirmation that stated the name of the business (Harmony Day Sp), the date 02/17/2017; the time 10:45am, and the name of the masseuse.  I went to my calendar immediately and made the change. I didn’t mind that Tim had changed the date, because both dates worked fine for me. On February 17, I showed up for my appointment at approximately 10:35am with my father and sleeping infant. I had fed my infant at 9:45-10am, and immediately drove to Harmony Day Spa. My infant always sleeps from 10-noon, and feeds before and after. This is why I set my appointment at 10:45am. I walked in and was initially greeted kindly with a “good morning, how can we help you.” The tone and mannerisms changed drastically when I walked up the steps and the receptionist could see I had a sleeping infant with me. My father sat down and the baby carrier was placed next to him. The receptionist said that he and the sleeping infant could not stay. I explained that he could not drive and tried to explain that the baby would sleep through the entire appointment. I didn’t get to fully explain because the receptionist interrupted me and started mocking my father for not being able to drive in the snow. She said, only an it couldn’t drive in this. I was very taken aback and said, he’s a Southerner and this is his first visit up here. She interrupted again and said he and the baby must leave. She raised her voice, so I followed in kind.  I asked why it hurt anything for a sleeping infant to sit in the waiting room. She said your baby will cry like every other baby. I said that my father would take the sleeping infant to the car if that happens. Her voice got louder and she demanded we leave. I yelled back, “fine” and we left. The option to go to the mall or [redacted] was never mentioned. Besides that, [redacted] Street is a very busy road and there are not sidewalks. I received a call from Tim later that day. The call stated off very angry and hostile where he asked why I thought it was ok to bring a child with me and what was wrong with me. I said I didn’t know I couldn’t bring my sleeping infant. He said that I was told when I made the appointment. I told him that I called and talked to you. I reminded him of our conversation and how he had stated all the information was lost in the computer and my children were screaming/crying. He then said that I still should have known and in a very angry tone said he was sorry he didn’t tell me. I said ok. Then he said that I could call the owner, his wife, if I wanted to and he hung up. It was the strangest conversation I have ever received in my life. I remember telling my husband that I just received the angriest apology I have ever gotten. On April 19, 2017, I called to make an appointment. I had made arrangements for two of my friends to be at the [redacted] (just down the street from the Harmony Day Spa) to watch my two children so I could get a massage. The appointment was set up and when I told the person my gift certificate number, the owner came on the phone and told me that my certificate had been forfeited. I told her what is written here and she became upset and told me her husband, Tim, would never apologize to someone like me. I asked her if she had a recording of the conversation so she could see that I was telling the truth and she told me I was ridiculous. I tried to further explain my reasoning for bringing my sleeping infant and my father to sit with the baby and she kept telling me that I couldn’t feed my baby while getting a massage. I kept explaining that I fed the baby before the massage and would feed her after, but she stopped listening to me and said she was ending the call and hung up. I am seeking a refund of the gift certificate for either myself or the purchaser of the gift certificate. Regards,
[redacted]

[redacted] made an appointment for a massage to use her Gift Certificate February 17, 2017.  When she first called  January 27, 2017 we have a protocol to gather information required to book an appointment such as name, email address, phone number ( cell) and Gift Certificate...

information should they be using a Gift Certificate.  At this time we ask what day/time works best for the client as to what service they are seeking. After this information is gathered, we then cover what are polices are. For the past 9 years, our polices have been in effect. They are discussed over the phone with the client as well as they are listed on our website, our brochures, in the email confirmation the client receives as well as the text confirmation the client receives as well. At that point in time we ask if they have any questions . The last information we discuss with them are the driving directions. Within this conversation with [redacted], she was advised of all of the information including that children are not  allowed in the spa as well as additional guest not receiving services. The policy also covers notice of cancellation of services. On February 27, 2017 when [redacted] showed for her appointment she has a gentlemen with her as well as a baby. Ashley , one of the massage therapist asked if she could help them and [redacted] informed her that she had an appointment.  Ashley asked if the gentlemen with her needed to know what time to pick up [redacted] when she was done and [redacted] told  Ashley that he was staying until she was done. Ashley reminded her that children were not allowed in the spa since we offer quiet services ( massage Reiki, etx).  This is when [redacted] raised her voice to Ashley and told her that he was staying.  Ashley asked if he would be able to perhaps go to the  mall or [redacted] which is not far from the spa ( aprx 1/8 mile away) [redacted] yelled at Ashley and said never mind I am leaving. As she left the spa she slammed the door causing a disturbance. Timothy , called [redacted] prior to the end of his shift and spoke with her explaining that since she chose to leave the spa without our required notice , her gift certificate was therefore forfeited.  She then yelled at Tim as said that she did not have time to go over a million polices. Tim ended the conversation.On April 19, 2017 [redacted] called and wanted to book a massage using the forfeited gift certificate. I spoke with her and asked her is she remembers coming to the spa and  what transpired that day. She told a completely different story of how her father did not know how to drive, and how he had to stay with her I gently reminded her that we went over these polices with her as we do all of the clients when they book an appointment. She claims now that Tim called her and apologized and told her to call when she wanted to come back in- . I can attest to the fact that he did not do this. I explained to her that we kept notes about this and she accused me of illegally taping conversations. I told her we do not tape any conversations.  I explained to her that we are all self employed and she reserved the massage therapist time to perform the massage. Since she made the decision to leave on her own, that she forfeited the gift certificate. [redacted] then kept talking about how the time of her massage was her feeding time for her baby, I did explain to her that perhaps she should have made other time arrangements rather than booking during her feeding schedule. She was erratic on the phone. I told her  that I was ending the conversation and to have a nice day. We by no means what so ever threw her out of the spa, nor yelled at her or made fun of her. It is sad that she chooses to make these accusations up. While [redacted] was yelling at Ashley at our front desk I can tell you that the client receiving a facial that is in the room below the waiting area could hear her. She made a spectacle of herself that day. I have been in business for 9 years and our reviews speak for themselves. We are a professional business and all of the self employed staff are highly trained and professional themselves. Due to the fact that [redacted] did not provide any notice to the independent contractor that she as leaving and not keeping her appointment, there was no opportunity to fill the spot therefore the gift certificate was forfeited and a refund will not be issued.