Lipolaser of Portland LLC

Re: # [redacted] Revdex.com:: Thank you for allowing us an opportunity to respond and address this complaint regarding customer service issuesOur esthetician, Britney, states that Ms [redacted] , enter our office at 8:57am for her 9:am appointmentShe had purchased a [redacted] for treatments at $After coming in, she used the restroom and on her way back, she knocked on the office door and proceeded to open itBritney was checking voicemails and drinking a cup of coffeeBritney told her she would be right outBethany, another esthetician, immediately went out to start Ms [redacted] ’s treatment so Britney could finish with the voice mailsBethany noticed that Ms [redacted] had her children with herShe informed Ms [redacted] that we could not be responsible for watching her children and would have to rescheduleMs [redacted] got upset and said we did not have any signs that explained this policyBethany explained it was a state law and not a policy of Skin Body SoulMs [redacted] sent her children out of the office to wait in the carBethany took her to the treatment room and started her laser treatmentBritney then went in to check on her and offered her a blanket but, she declinedBritney understood that Ms [redacted] was upset and made every attempt to be polite and accommodatingAfter her laser treatment was finished, Ms [redacted] was scheduled for a body wrapShe declinedSince Ms [redacted] ’s purchase was through [redacted] , she would have to go through [redacted] for a refundIf [redacted] honors her request, [redacted] would then deduct the money from Skin Body SoulWe have no record of her contacting us after this appointmentWe are very sorry Ms [redacted] did not feel comfortable in our officeSincerely, Janet J [redacted] ***@skinbodysoul.com

We are very sorry for Ms [redacted] 's experience and are processing a full refund of $ It is unfortunate that we didn't hear from her directly and were able to avoid this misunderstanding I am content that this is settled Thank you for consideration, [redacted] Vice President Finance & Human Resources [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Complaint: ***I am rejecting this response because:Sincerely,*** ***
Hello,
Perhaps the record you have is for a different client? I had several appointments in February and the first weeks of MarchI cancelled the membership in mid March (this has been confirmed by Farrah)and never returnedI would have never made appointments in April, as I had no intention of coming back and I was on vacation during that time as wellI promise you I was only offered a month to month deal not an ongoing membershipThe first month in fact was just an upgrade from my ***I acknowledge that I did sign up for a black membership but did not know it was something that needed to be cancelled days priorAgain, I only realized that because I overhead another client arguing about it so of course I askedI was very surprised when I was told I needed to cancel within daysI cancelled within days and asked repeatedly if this would be good enough - I was always told they had no control and would charge my card for April, that I needed to speak with Amanda or FarrahI emailed and called and never was able to speak with anyoneThe calls would go to vm and the emails would bounce backI did receive one vm from Farrah but that was very recentlyI have read many complaints of the same thing happeningPlease remove this charge from my recordI really was tricked in to this, I am not trying to get out of somethingI would never commit to an ongoing membership for anythingThank you, *** ***

Dear Ms***:Thank you for allowing us an opportunity to respond to this complaint regarding Ms*** issuesAfter Ms*** made an appointment with her *** of $99, she signed a membership contract which I have attachedFrom our records, Ms*** knew she needed to cancel her membership
days in advanceWe received $from *** and then $on 2/17/for her Black Membership. We received her 2nd payment of $on 3/17/15. When we attempted to process her credit card for $on 4/17/15, it was declined
We attempted to contact her through emails and telephone messagesWe were unsuccessfulWe have no record of her discussion with our company on 3/14/15.Ms*** came into our office for treatments on 2/16/15, 2/24/15, 2/26/15, & 3/28/15.Ms*** also made appointments for 4/6/15, 4/14/15, and 4/17/15. These appointments were cancelled and Ms*** was not charged a cancellation feeShe submitted her cancellation notice, dated 4/1/15, which does not make sense. If she actually turned it in on 4/1/15, then why make the April appointments? We did send her account to collections and will continue until her balance of $is paid in full.Sincerely,Janet J***Vice President of Finance & Human Resources***@skinbodysoul.com
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Re: #[redacted] Revdex.com:: Thank you for allowing us an opportunity to respond and address this complaint regarding customer service issues. Our esthetician, Britney, states that Ms. [redacted], enter our office at 8:57am for her 9:00 am appointment. She had purchased a [redacted] for 4...

treatments at $251.00. After coming in, she used the restroom and on her way back, she knocked on the office door and proceeded to open it. Britney was checking voicemails and drinking a cup of coffee. Britney told her she would be right out. Bethany, another esthetician, immediately went out to start Ms. [redacted]’s treatment so Britney could finish with the voice mails. Bethany noticed that Ms. [redacted] had her children with her. She informed Ms. [redacted] that we could not be responsible for watching her children and would have to reschedule. Ms. [redacted] got upset and said we did not have any signs that explained this policy. Bethany explained it was a state law and not a policy of Skin Body Soul. Ms. [redacted] sent her children out of the office to wait in the car. Bethany took her to the treatment room and started her laser treatment. Britney then went in to check on her and offered her a blanket but, she declined. Britney understood that Ms. [redacted] was upset and made every attempt to be polite and accommodating. After her laser treatment was finished, Ms. [redacted] was scheduled for a body wrap. She declined. Since Ms. [redacted]’s purchase was through [redacted], she would have to go through [redacted] for a refund. If [redacted] honors her request, [redacted] would then deduct the money from Skin Body Soul. We have no record of her contacting us after this appointment. We are very sorry Ms. [redacted] did not feel comfortable in our office. Sincerely, Janet J[redacted]@skinbodysoul.com

Complaint: [redacted]I am rejecting this response because:
Good day,
Thanks for allowing me is opportunity to stress my thoughts and concerns about Skin Body Soul and their lack of punctuality and less than accepting service . 
Firstly, I would never ever just open any doors to an office or place I do not reside or work.  In fact it was [redacted]'s Co-Worker who opened the door to ask if she has a client waiting. I was standing down the hall way a few doors down while my youngest came in  and used their bathroom. My eyes the whole time happened to be on the office door (about 3 doors down) where [redacted] was having her breakfast and morning coffee.  I was afraid I would miss [redacted], should she have walk out her office/ break room and not see me standing out side the bathroom door, while my youngest went and potted. 
My children were not unattended, my oldest who actually drove us from Springfield to Portland was taking care of my youngest (who I took to go potty), in the waiting area. 
On another note and with regard to [redacted] deal, I never purchased the deal through [redacted], I paid the full amount directly to [redacted] over the phone which is what she preferred.  So this issue will not be taken care of through [redacted] but by the company Skin Body Soul. (Please ask the company to summit proof that I paid through [redacted]. I can show my bank statement and proof that I was charged directly through the company Skin Body Soul.  
Bottom line, I am not happy with their service and how I was treated nor given an apology. Perhaps [redacted] had forget about me or our appointment, human error and I get that but the way both her and her co-worker conducted themselves was just unprofessional. At the end of the day I paid for both product and services and really not happy.   
Or this matter  can go to [redacted] and I mention that [redacted] preferred me to go through her (pay in full directly to her company) than pay [redacted] (which [redacted] gets half of the company's money)
Sincerely,
[redacted]

We are very sorry for Ms. [redacted]'s experience and are processing a full refund of $251.00.  It is unfortunate that we didn't hear from her directly and were able to avoid this misunderstanding.  I am content that this is settled.  Thank you for consideration,[redacted]Vice President Finance & Human Resources[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear Ms. [redacted]:Unfortunately, I feel Ms. [redacted] is confused.  In an email she sent to me yesterday, she acknowledged that she had made appointments in April, and submitted her cancellation on April 1st., which is a contradiction to what her recent submission states.“I started with the [redacted]/upgrade on Feb. 16 - I had several appointments over the month and then was I was asked around March 16th if I wanted to do another month, which I did. Then on April 1st I was at an appointment and that's when I found out about the cancellation thing and cancelled right away.  I was still paid for until April 17th, so that is why I had appointments scheduled.”In the complaint submitted to your office dated today, she says she did not have any appointments in April and she signed her cancellation notice in March.  As previously submitted, her contract specifically says there is a 30-day cancellation notice and her cancellation notice dated April 1, 2015 shows when she filled out her cancellation.
Sincerely,
Janet J[redacted]

Complaint: [redacted]I am rejecting this response because:This is the full email that I sent yesterday:
I just responded to your message on the Revdex.com site. After I did so, I looked at my calendar to verify the dates and I was mistaken with the dates. I got confused thinking I started at the beginning of the month when it was actually mid-month. Here is the correct timeline:
I started with the [redacted]/upgrade on Feb. 16 - I had several appointments over the month and then was I was asked around March 16th if I wanted to do another month, which I did. Then on April 1st I was at an appointment and that's when I found out about the cancellation thing and cancelled right away.  I was still paid for until April 17th, so that is why I had appointments scheduled. I did cancel those appointments verbally in the office - I was upset and just said I'm not coming back. It was frustrating and awkward to go to appointments because I just kept getting the runaround from Bethany and Brittany in regards to not cancelling in time. This has been very stressful for me. I am an honest person and if I thought for a minute I owed for another month I would pay it. I would like this charge to be dismissed because I was deceived by the staff. I also did cancel as soon as I knew I was supposed to, which was at 17 days rather than 30. I only had a mix up of when I started (the 16th rather than the 1st) and wanted to acknowledge that. My complaint is that I was not informed that I needed to cancel within 30 days because I was under the impression I was only doing it for another month. When I initialed the agreement it said a 60 day minimum which I did pay for. Also, that I was not able to speak with anyone to work it out. I want them to honor my 17 day notice and to stop harassing me through a collection agency. Sincerely,[redacted]