Johnson's Inn

Revdex.com:After our last communication, the spa d'sante did allow the charge to continue to go through. I then contacted my credit card company's Dispute Department, who then proceeded to take action with the named business. Today, 4/6/17, I see the charge has been credited back to my account. This seems like a very unsatisfactory way for the Spad'Sante to conduct business! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:When my friend purchased the card, she purchased a service - not a monetary dollar amount.  My gift card had 50minute massage written on in - not $45.  Therefore, I should receive credit for a 50 minute massage, not the discounted amount that she paid for the massage.  I think it’s really shady that you are not standing by what was written on the gift card.  The “gift” was the massage service and not a dollar amount.  Had I received the 50 minute massage, would you have demanded that I pay the $9 difference between the discounted price and the current rate?  No - because the service was purchased and not a monetary gift card.  
Regards,
[redacted]

On January 19th, 2018 Upon check out, client, [redacted] presented a gift card to me to use towards her service here at Spa’d Sante Bulverde. I remember speaking to this client very clearly as I’d never encountered this type of situation before.  Ms. [redacted] had a one hour...

therapeutic massage with us on this day.  Upon check out she presented a gift card.  I asked if she’d like to leave a gratuity for [redacted] and she said yes $15.  When I processed the gift card there was a balance due for the remaining amount of $19.00 plus the $15 tip for a grand total of $34.00.  She asked why there was such a big difference because there was only a $10 price point difference in the services between the 5o minute and the 60 minute on our menu.  I informed her that the gift card only had $45 on it, which would cover the price of a 50 minute massage because I had a promo code to apply. Given the expiration date on the card I could see that it was purchased on a  promotional special we ran.  The special was a 50 Minute Massage for $45.  I explained to her that Although on our menu, yes, it did appear to only be a $10.00 difference; but because she’d opted for the one hour massage.  The gift card was now only valid for the dollar value.  Since the gift card was purchased for $45 it was only worth $45. She said that I wasn’t understanding her, I kindly let her know that I did understand her but there was nothing I could do to change the dollar value of the card.  I explained to her that if she had gotten the 50 minute massage the $45 gift card she had would’ve covered it in its entirety because it was a promotional special we had run and I had a code I had to input in order for the discount to be applied to the 50 minute massage.  But I had no authority or promotional code to discount a regularly priced one hour massage from $64 down to $54 in order to allow her to pay only a $10 difference.  Ms. [redacted] grew upset and said that she felt it was unfair and unethical to not discount the one hour massage to match a $10 price difference.  I again let her know that if the 50 minute gift card she’d received had been purchased at regular price, then their absolutely would be a $10 difference, but since it was a promotional gift card that was purchased and she was no longer using it for the promotion (a 50 min. massage) the gift card was now only valid for the dollar value paid for it, which was $45.  She signed her receipt and asked if she could speak to the director, at which point I let her know that she was. She again said that this was an unfair and unethical practice in her opinion.  She then asked if she could speak to someone above me, at which point I directed her to [redacted] and gave her the[redacted] email address if I’m not mistaken.   Immediately after she left, I contacted [redacted] to let him know what had happened.  He asked me if there were any notes in her appointment stating she had a gift card. I said no there were not.  He asked what kind of service she’d received and I told him it was a One hour, he then asked what the gift card stated it was for, I said a $50 min. massage and then he had me check the expiration date because this tells us what promotions if any were being run, then I told him how much was on it.  He confirmed that I’d followed protocol and that I could not change the dollar value of the gift card presented nor could I discount the price of the massage she received.

To Whom It May Concern, After looking into the client's complaint, I have issued a refund back to her credit card on file in the amount of $18.00, which is the amount that she was charged on 4/1/17.  I have also emailed the client directly to make her aware of this, and let her know that...

she should see the refund back to her credit card within 3-5 business days, and have offered her a complimentary add-on of her choice to be added onto her next appointment.I was not able to determine where the miscommunication occurred in regards to Ms. Boyer's membership cancellation request, however we highly value our clients, therefore I have attempted to resolve this issue with the client directly.  Please contact me should you have any further questions. Sincerely,[redacted]

To Whom It May Concern,Our client, [redacted] had an appointment scheduled at our Bulverde location for Friday, March 10th at 5:00pm.  She called our main number at 4:04pm, and let one of our employees know that she would need to cancel her appointment.  The employee reiterated our...

24 hour cancellation policy to her (which is both mentioned upon scheduling and is also included in a confirmation email that was sent to the client's email address), to which the client responded stating she would call us back.  Ms. [redacted] called back at 4:11pm, spoke with a different employee, and let that employee know that she would not be able to make it in for her appointment.  The employee asked her if anyone else would be able to take her place, in an attempt to avoid having to charge Ms. [redacted] for her appointment, to which the client declined.  The employee also informed her that even though we would need to charge her, due to our 24 hour cancellation policy, she had the option of submitting documentation to support the reason for her cancellation within 7 days from the date of her appointment, and would therefore be considered for a full refund.As of Monday, March 13th, the client has yet to contact me either by phone or via email, and has not submitted any documentation regarding her cancellation.  Please let me know if there is anything else that you need from me.Sincerely, [redacted]

To Whom It May Concern,I have called Ms. [redacted] twice: once yesterday afternoon and a second time just a few minutes ago.  I left voicemails for her both times, requesting a call back from her, in an attempt to resolve her complaint.

Complaint: [redacted]
I am rejecting this response because: The customer service I experienced was terrible! They are usually always willing to help. Even in Spa D'sante's response there is no direction or information on how submit a documentation on the situation. It seems like they are still unwilling to help. No email or fax number was provided on where I can submit this "documentation". Still disappointed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I want to wait until the credit actually posts to my credit card account. 
Regards,
[redacted]