Healing Elements Day Spa

We had hoped to follow up on the situation on Monday as there was a confusion Ms [redacted] emailed asking to reschedule her appointments but never said to cancel them She asked for a couple dates in which we responded with those dates not available She never responded to the email telling us what she wanted to do She then receive a text confirmation days ago She never called to ask why they were there or to verify they were cancelled We had hours of services that the employees made no money We had lots of people on the cancellation list but had no timer to call them since she no showed Had she called to cancel or said she wanted to cancel on the email we gladly would have cancelled them We were planning on trying to resolve this on monday morning as we feel both parties may be at fault

We tried to call her yesterday to discuss the situation. The manager never mentioned that the charges would stand and we never told her we were able to book any of the services in. We asked her to call back to get more information and to explain the entire situation. She has not called us back. The story keeps changing as to what actually happened according to the client.The facts: She sent an email on 2/17/asking to "Reschedule" her appointments asking for some specific dates. She never mentioned to completely cancel. In our system rescheduling is moving the current appointment. Cancelling is completely removing the services from our system. We responded on that same day letting her know we were booked the dates that she requested. We also mentioned that we were booked every weekend in April too. (most clients that decide if they want to keep this current appointment and some ask us to keep it) Our mistake was that we never put in the email to let us know either way. We do take half the blame for this not being done. She never responded to this email. On 2/27/she received a text message confirming her appointments for 3/3/18. She asked for text messages for her appointments. The text message says you can't cancel an appointment via text but need to call to cancel. Her no responding to this text message by calling us is her fault. On 3/3/she no showed no called - which is because she thought she had cancelled. We did not know this as she never told us. We do have a cancellation list and always try and fill these appointments that are cancelled etc. We tried calling the list but no one responded. If someone had taken any of the services that she had we would never have charged her for that service. Because she no showed the therapist misses out on getting paid. This is the reason for our cancellation policy. This policy is told to all customers their first appointment in which she gave us a charge card to hold her appointments. If she could call us back we could discuss how each party was at fault. We could also discuss a resolution. I can't do much without her calling us back. We have now left messages for her

We had hoped to follow up on the situation on Monday as there was a confusion.  Ms [redacted] emailed asking to reschedule her appointments but never said to cancel them.  She asked for a couple dates in which we responded with those dates not available.  She never responded to the email...

telling us what she wanted to do.  She then receive a text confirmation 4 days ago.  She never called to ask why they were there or to verify they were cancelled.  We had 2 hours of services that the employees made no money.  We had lots of people on the cancellation list but had no timer to call them since she no showed.  Had she called to cancel or said she wanted to cancel on the email we gladly would have cancelled them.  We were planning on trying to resolve this on monday morning as we feel both parties may be at fault.

Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I received a call today with a message left on voicemail stating again that it was the final decision that they charge my card the full amount. There was no mention of any other option in regards to it being their mistake at all. I am disputing this charge with the bank now and will look into legal ramifications for unauthorized charges if not refunded.  My email to reschedule confirmed cancellation as I couldn't make the March 3 date.. Their response suggested they had no opportunities to reschedule and confirmed knowledge of my need to move the date two weeks prior to the appointment. The office confirmed on March 3rd that they were able to fill one of my appts and would only charge me for one service they were unable to fill, yet they still charged the full amount. I would have disputed that charge anyway had they followed through on this, but this just further confirms their inaccuracy.
Regards,
Jennifer [redacted]