J's Gardening Svc

RE: [redacted] I am responding to your letter dated 2-4-I received a telephone call from [redacted] who set up appointments for her and her daughter in law, [redacted] They requested an appointment for Gel Manicures, Pedicures and one hour Swedish massages for each of themI gave them an appointment for 9:00am on Saturday 1-30-Upon arriving at our facility, [redacted] was taken into a room for her massage and [redacted] was taken to the nail room for her gel manicure and pedicureI entered the nail room where both clients were getting services after [redacted] finished her massage and I asked how she enjoyed her massage [redacted] replied, “It was wonderful!” and she stated that she was, "so relaxed”Her mother in law, [redacted] , was getting her nails finished and she commented on how beautiful the place was, and stated that she loved everything so farI left the room and returned to the front deskThese ladies then switched technicians and continued getting their servicesUpon finishing all of their services, both women came to the front desk at approximately 12:30pm and I asked them, as I do everybody, how their services were and if they both enjoyed themselvesBoth women stated that they loved the girls, the services were wonderful and they were happyI reviewed the charges with them and they told me it was very reasonableThey received gel manicures at $each, Pedicures at $each, one hour massages at $each, I also told them that since we had to remove gel polish that was put on at a different facility there would be an additional $removal fee each, bringing the totals to $each [redacted] paid the bill for both her and her daughter in law ($+tip)I continued talking with both women, asking if they were celebrating an occasion or what the reason for the spa day wasThey responded by telling me that they take long weekends and go different places treating themselves and going to the casino's and dinnerThey told me that after leaving our place they planned on going to Tanger Outlets (which is an outlet mall close by) and then hitting the casinoI explained to them that we guaranteed the gels for 10-days, so if they chipped or came off, we would repair them for free, but to call for an appointment rather than just stop by, They smiled and told me again how much fun they had and how relaxed they were and that they would be back to see us againThe following week, I received a phone call from [redacted] stating that she wanted a full refund of $When I asked her why, she stated that the gels had come off of her nails the same day they were put onI told her that we guarantee them and would be happy to repair anything if she would come back to our salonShe stated that she lives in [redacted] and did not wish to drive that far for a nail repairI informed her that our policy was that we would repair them for free, but would not give refunds without being able to inspect the damageShe was not pleased with my response and got upsetI then asked her why she was requesting a refund for the foil amount and not just for the gel manicuresShe stated that the massage was awful and the pedicure polish did not stay either, she then threatened that she was going to go to the internet and write a bad reviewI told her that she could do what she felt was necessary, but that X was not rebinding money to her(Especially when she was not even the one who paid for the services, her mother inlaw paid) [redacted] then replied, “Don’t you care if I’m going to say bad things about you on the internet?” again I replied to her that she should do whatever she felt she needed to do, but that our policy is as I previously stated, and we do many gel manicures and don’t have a problem with them coming off as quickly as she stated, and if indeed the gel polish came off that same day, she should not have watted a week to call me about the problemShe stated that she would slander our business on the internet, and then hung up on meOur policy regarding our gel manicure guarantee is that we will repair damaged or missing gel nails up to days after application, we do not issue refunds for gels or any other service we provide without being able to inspect the damage so that we can determine what went wrongI feel that we should not be refunding money to [redacted] based on the following points: 1.? ? ? [redacted] did not pay for these servicesThey were paid for by [redacted] , her mother in law and [redacted] has not voiced a complaint [redacted] and [redacted] both told me personally, multiple times during their visit to Serenity that they were happy with the services they were receivingThey were very complimentary about the salon, the girls providing the services and the services themselves2.? ? ? [redacted] stated in her internet review that the products we use were/are of very poor qualityWe use OPI, CND and Gelish brand polishesThese are top of the line, very respectable brands, not “some cheap Barbie polish” as she stated in her internet review3.? ? ? [redacted] stated that, “this place is very unprofessional,” in her internet review, which is contradictory to what she had said on the day of her visitBefore leaving the spa that day while she was talking with me she stated that, “the girls were wonderful and so nice.” Never once was anything negative mentionedBoth women stated just the opposite4.? ? ? [redacted] stated to me during the initial phone call requesting a full refund that the gel nails had come off the same day they were applied, but in her internet review, she stated that the nails were peeling after a day or two 5.? ? ? ? [redacted] stated that they tipped very generously for a very poor job,” Tipping is optional, so if indeed they were so unsatisfied with the services recieved, why tip at all??? 6.? ? ? ? The gel manicures were $and the pedicures were $and massages $65.00, plus $gel removal fee totaling $for each womanI’m not sure how they arrived at the $as stated in their internet review, 7.? ? ? ? Why would you leave a facility and state that you may come back the next time you are in the area if indeed you were unhappy with all services received8.? ? ? ? [redacted] never mentioned problems with the massage or pedicure when she first called to complain, after I informed her I would not refund her she then told me that the polish came off their toes that dayOur polish stays on most clients’ toes for approximately 4-weeks, and rarely even chipsI feel very strongly that this is an example of someone looking for a freebieThese women had voiced no problems upon leaving our facilityThey were very happy and spoke of their satisfaction on multiple occasions to me as well as other staff membersNo complaints were spoken of or I would have addressed them at that timeInternet reviews are a good tool if used fairly/properly [redacted] did not do thisIn fact, we found where she had written not one but two bad reviews on us, and another one on another company, all of which I have enclosedI am very upset over this slander, as I run a very professional, clean businessRespectfully Connie Wi [redacted] Owner of Serenity Day Spa & Salon [redacted] ###-###-####

RE: *** I am responding to your letter dated 2-4-I received a telephone call from *** *** who set up appointments for her and her daughter in law, *** ***They requested an appointment for Gel Manicures, Pedicures and one hour Swedish massages for each of themI gave them
an appointment for 9:00am on Saturday 1-30-Upon arriving at our facility, *** was taken into a room for her massage and *** was taken to the nail room for her gel manicure and pedicureI entered the nail room where both clients were getting services after *** finished her massage and I asked how she enjoyed her massage*** replied, “It was wonderful!” and she stated that she was, "so relaxed”Her mother in law, ***, was getting her nails finished and she commented on how beautiful the place was, and stated that she loved everything so farI left the room and returned to the front deskThese ladies then switched technicians and continued getting their servicesUpon finishing all of their services, both women came to the front desk at approximately 12:30pm and I asked them, as I do everybody, how their services were and if they both enjoyed themselvesBoth women stated that they loved the girls, the services were wonderful and they were happyI reviewed the charges with them and they told me it was very reasonableThey received gel manicures at $each, Pedicures at $each, one hour massages at $each, I also told them that since we had to remove gel polish that was put on at a different facility there would be an additional $removal fee each, bringing the totals to $each*** paid the bill for both her and her daughter in law ($+tip)I continued talking with both women, asking if they were celebrating an occasion or what the reason for the spa day wasThey responded by telling me that they take long weekends and go different places treating themselves and going to the casino's and dinnerThey told me that after leaving our place they planned on going to Tanger Outlets (which is an outlet mall close by) and then hitting the casinoI explained to them that we guaranteed the gels for 10-days, so if they chipped or came off, we would repair them for free, but to call for an appointment rather than just stop by, They smiled and told me again how much fun they had and how relaxed they were and that they would be back to see us againThe following week, I received a phone call from *** stating that she wanted a full refund of $When I asked her why, she stated that the gels had come off of her nails the same day they were put onI told her that we guarantee them and would be happy to repair anything if she would come back to our salonShe stated that she lives in *** and did not wish to drive that far for a nail repairI informed her that our policy was that we would repair them for free, but would not give refunds without being able to inspect the damageShe was not pleased with my response and got upsetI then asked her why she was requesting a refund for the foil amount and not just for the gel manicuresShe stated that the massage was awful and the pedicure polish did not stay either, she then threatened that she was going to go to the internet and write a bad reviewI told her that she could do what she felt was necessary, but that X was not rebinding money to her(Especially when she was not even the one who paid for the services, her mother inlaw paid)*** then replied, “Don’t you care if I’m going to say bad things about you on the internet?” again I replied to her that she should do whatever she felt she needed to do, but that our policy is as I previously stated, and we do many gel manicures and don’t have a problem with them coming off as quickly as she stated, and if indeed the gel polish came off that same day, she should not have watted a week to call me about the problemShe stated that she would slander our business on the internet, and then hung up on meOur policy regarding our gel manicure guarantee is that we will repair damaged or missing gel nails up to days after application, we do not issue refunds for gels or any other service we provide without being able to inspect the damage so that we can determine what went wrongI feel that we should not be refunding money to *** based on the following points: 1. *** did not pay for these servicesThey were paid for by ***, her mother in law and *** has not voiced a complaint*** and *** both told me personally, multiple times during their visit to Serenity that they were happy with the services they were receivingThey were very complimentary about the salon, the girls providing the services and the services themselves2. *** stated in her internet review that the products we use were/are of very poor qualityWe use OPI, CND and Gelish brand polishesThese are top of the line, very respectable brands, not “some cheap Barbie polish” as she stated in her internet review3. *** stated that, “this place is very unprofessional,” in her internet review, which is contradictory to what she had said on the day of her visitBefore leaving the spa that day while she was talking with me she stated that, “the girls were wonderful and so nice.” Never once was anything negative mentionedBoth women stated just the opposite4. *** stated to me during the initial phone call requesting a full refund that the gel nails had come off the same day they were applied, but in her internet review, she stated that the nails were peeling after a day or two 5. *** stated that they tipped very generously for a very poor job,” Tipping is optional, so if indeed they were so unsatisfied with the services recieved, why tip at all??? 6. The gel manicures were $and the pedicures were $and massages $65.00, plus $gel removal fee totaling $for each womanI’m not sure how they arrived at the $as stated in their internet review, 7. Why would you leave a facility and state that you may come back the next time you are in the area if indeed you were unhappy with all services received8. *** never mentioned problems with the massage or pedicure when she first called to complain, after I informed her I would not refund her she then told me that the polish came off their toes that dayOur polish stays on most clients’ toes for approximately 4-weeks, and rarely even chipsI feel very strongly that this is an example of someone looking for a freebieThese women had voiced no problems upon leaving our facilityThey were very happy and spoke of their satisfaction on multiple occasions to me as well as other staff membersNo complaints were spoken of or I would have addressed them at that timeInternet reviews are a good tool if used fairly/properly*** did not do thisIn fact, we found where she had written not one but two bad reviews on us, and another one on another company, all of which I have enclosedI am very upset over this slander, as I run a very professional, clean businessRespectfully Connie Wi*** Owner of Serenity Day Spa & Salon *** *** *** *** ** *** ###-###-####

RE: *** I am responding to your letter dated 2-4-I received a telephone call from *** *** who set up appointments for her and her daughter in law, *** ***They requested an appointment for Gel Manicures, Pedicures and one hour Swedish massages for each of themI gave them
an appointment for 9:00am on Saturday 1-30-Upon arriving at our facility, *** was taken into a room for her massage and *** was taken to the nail room for her gel manicure and pedicureI entered the nail room where both clients were getting services after *** finished her massage and I asked how she enjoyed her massage*** replied, “It was wonderful!” and she stated that she was, "so relaxed”Her mother in law, ***, was getting her nails finished and she commented on how beautiful the place was, and stated that she loved everything so farI left the room and returned to the front deskThese ladies then switched technicians and continued getting their servicesUpon finishing all of their services, both women came to the front desk at approximately 12:30pm and I asked them, as I do everybody, how their services were and if they both enjoyed themselvesBoth women stated that they loved the girls, the services were wonderful and they were happyI reviewed the charges with them and they told me it was very reasonableThey received gel manicures at $each, Pedicures at $each, one hour massages at $each, I also told them that since we had to remove gel polish that was put on at a different facility there would be an additional $removal fee each, bringing the totals to $each*** paid the bill for both her and her daughter in law ($+tip)I continued talking with both women, asking if they were celebrating an occasion or what the reason for the spa day wasThey responded by telling me that they take long weekends and go different places treating themselves and going to the casino's and dinnerThey told me that after leaving our place they planned on going to Tanger Outlets (which is an outlet mall close by) and then hitting the casinoI explained to them that we guaranteed the gels for 10-days, so if they chipped or came off, we would repair them for free, but to call for an appointment rather than just stop by, They smiled and told me again how much fun they had and how relaxed they were and that they would be back to see us againThe following week, I received a phone call from *** stating that she wanted a full refund of $When I asked her why, she stated that the gels had come off of her nails the same day they were put onI told her that we guarantee them and would be happy to repair anything if she would come back to our salonShe stated that she lives in *** and did not wish to drive that far for a nail repairI informed her that our policy was that we would repair them for free, but would not give refunds without being able to inspect the damageShe was not pleased with my response and got upsetI then asked her why she was requesting a refund for the foil amount and not just for the gel manicuresShe stated that the massage was awful and the pedicure polish did not stay either, she then threatened that she was going to go to the internet and write a bad reviewI told her that she could do what she felt was necessary, but that X was not rebinding money to her(Especially when she was not even the one who paid for the services, her mother inlaw paid)*** then replied, “Don’t you care if I’m going to say bad things about you on the internet?” again I replied to her that she should do whatever she felt she needed to do, but that our policy is as I previously stated, and we do many gel manicures and don’t have a problem with them coming off as quickly as she stated, and if indeed the gel polish came off that same day, she should not have watted a week to call me about the problemShe stated that she would slander our business on the internet, and then hung up on meOur policy regarding our gel manicure guarantee is that we will repair damaged or missing gel nails up to days after application, we do not issue refunds for gels or any other service we provide without being able to inspect the damage so that we can determine what went wrongI feel that we should not be refunding money to *** based on the following points: 1. *** did not pay for these servicesThey were paid for by ***, her mother in law and *** has not voiced a complaint*** and *** both told me personally, multiple times during their visit to Serenity that they were happy with the services they were receivingThey were very complimentary about the salon, the girls providing the services and the services themselves2. *** stated in her internet review that the products we use were/are of very poor qualityWe use OPI, CND and Gelish brand polishesThese are top of the line, very respectable brands, not “some cheap Barbie polish” as she stated in her internet review3. *** stated that, “this place is very unprofessional,” in her internet review, which is contradictory to what she had said on the day of her visitBefore leaving the spa that day while she was talking with me she stated that, “the girls were wonderful and so nice.” Never once was anything negative mentionedBoth women stated just the opposite4. *** stated to me during the initial phone call requesting a full refund that the gel nails had come off the same day they were applied, but in her internet review, she stated that the nails were peeling after a day or two5. *** stated that they tipped very generously for a very poor job,” Tipping is optional, so if indeed they were so unsatisfied with the services recieved, why tip at all??? 6. The gel manicures were $and the pedicures were $and massages $65.00, plus $gel removal fee totaling $for each womanI’m not sure how they arrived at the $as stated in their internet review, 7. Why would you leave a facility and state that you may come back the next time you are in the area if indeed you were unhappy with all services received8. *** never mentioned problems with the massage or pedicure when she first called to complain, after I informed her I would not refund her she then told me that the polish came off their toes that dayOur polish stays on most clients’ toes for approximately 4-weeks, and rarely even chipsI feel very strongly that this is an example of someone looking for a freebieThese women had voiced no problems upon leaving our facilityThey were very happy and spoke of their satisfaction on multiple occasions to me as well as other staff membersNo complaints were spoken of or I would have addressed them at that timeInternet reviews are a good tool if used fairly/properly*** did not do thisIn fact, we found where she had written not one but two bad reviews on us, and another one on another company, all of which I have enclosedI am very upset over this slander, as I run a very professional, clean businessRespectfully Connie Wi*** Owner of Serenity Day Spa & Salon *** *** *** *** ** *** ###-###-####