Thank you for contacting me in regards to this matter. [redacted] is a previous client. She did come into our office requesting a refund on March 5th, 2015. She spoke with [redacted] (myself), at that time. She had explained she had purchased "something" a while back and wanted to...
confirm that she had visits left. I did confirm that she did have visits remaining on her account, however, the last purchase was made in 2013. She then went on to state that she thought she would use them, but had come to the conclusion that she "doesn't have the time to come to our office". She also mentioned she had a wedding coming up and a new grandson that was recently born. I proceeded to inform [redacted]' of our refund policy. This policy states that we do not allow cash refunds on our packages or services. [redacted]' then said she would like to request a refund anyway. I said I can review the file and have my business partner look over it as well to see if there is anything that we can do. I told [redacted]' that we should be able to call her back by the next week to follow up. [redacted]' agreed to this and left our establishment. The following day, March 6th 2015 [redacted]' called our office and spoke to another employee. She informed this employee that she was "going to be having surgery" and would be unable to complete our services that she had purchased. This employee responded by saying she was sorry that she was having health issues, and if she could get a doctors' note she is sure that we could give her a store credit for the packages she purchased, or she could use them toward another service or product in the store. Our employee verified that [redacted]' had signed our policy and procedure paperwork that we provide to all of our clients. This paperwork states that there are no cash refunds. Our employee stated that we would be happy to transfer her visits to another product or service, or a store credit or that we may transfer this to another person with her permission. [redacted]' then responded by telling the employee that this was "bad business practice". She told the employee that she has a business and would refund any customer at anytime if the customer would request it. [redacted]' then informed the employee that she is going to file a complaint with the Revdex.com if she does not receive a cash refund. The employee continued to apologize and stated our policy once again. Our employee informed [redacted]' that she would pass the message to her supervisor and have them call her back. On March 9th, [redacted]' dropped off a note from a doctor. She gave it to yet another employee that works at LipoLaser of West Chester,Inc. This employee informed [redacted]' that she would have to turn this into her boss and that she was not familiar with the situation. [redacted]' said "ok" and immediately left. [redacted] reviewed [redacted]' [redacted] file and discovered the additional message that was left on March 6th. [redacted] also discovered that [redacted]' had made her purchase back in December 2013. [redacted] tried to confirm the payment information for [redacted]' but was unable to due to our payment processing system not allowing retrieval of payments processed prior to the year 2014. [redacted] did see in the notes from March 6th, 2015 that an employee had asked [redacted]' if she had a receipt of purchase. [redacted]' did not have a receipt of purchase. [redacted] also discovered that [redacted]' [redacted] was given and had signed the appointment policy paperwork in 2013. This was signed by [redacted]' on October 16th, 2013. This paperwork specifically informs the client of our appointment policies as well as the refund policies. We have included a copy of this paperwork attached to this email. On March 10th [redacted] followed up with [redacted]' [redacted] in regards to the refund request. [redacted] called [redacted]' by phone, but was unable to reach her. [redacted] left a detailed voicemail message regarding the refund request. During that message [redacted] stated:" [redacted]' this is [redacted] with LipoLaser of West Chester. I'm calling regarding your refund request. After reviewing your file, we do see that you have visits remaining on your account that was purchased back in 2013. However, as we stated before we do not allow cash refunds. We understand your situation so we can transfer the credit to another product or service in our office. We have an array of other services or professional skin care products, or vitamins and/or supplements. Your other option is to transfer the credit to another person of your choice. If none of those options work we can also keep your visits on file until you would like to use them. They will not expire. Our refund policy states , " Do not expect a cash refund for any and all services and products. If you are not satisfied with your service you may transfer them to another service that is offered or you may transfer the remaining visits to another person." If you have any further questions regarding this matter please feel free to give me a call back at the office at [redacted].[redacted] in the voicemail also stated that she would be in and out with clients all day, but if she leaves a message she can get back to her as soon as she is available. On March 11th we received this complaint from the Revdex.com. We would like to resolve this issue in any way possible. We have discussed making an exception for [redacted]' for the refund. However, our system will not allow us to go back to 2013 to verify a proof of purchase to see how she had paid for the services or how much she paid. [redacted]' could not and has not provided us a receipt illustrating proof of how much she has paid. Again, we will do what we can within reason to resolve any issue for any of our clients. We have established company policies in place in order to protect our customers, our staff, and our business so that we may continue to provide the best services with the best customer service. ---LipoLaser of West Chester, Inc. "Love Your Body" [redacted]
[redacted]
[redacted]
Thank you for contacting me in regards to this matter. [redacted] is a previous client. She did come into our office requesting a refund on March 5th, 2015. She spoke with [redacted] (myself), at that time. She had explained she had purchased "something" a while back and wanted to...
confirm that she had visits left. I did confirm that she did have visits remaining on her account, however, the last purchase was made in 2013. She then went on to state that she thought she would use them, but had come to the conclusion that she "doesn't have the time to come to our office". She also mentioned she had a wedding coming up and a new grandson that was recently born. I proceeded to inform [redacted]' of our refund policy. This policy states that we do not allow cash refunds on our packages or services. [redacted]' then said she would like to request a refund anyway. I said I can review the file and have my business partner look over it as well to see if there is anything that we can do. I told [redacted]' that we should be able to call her back by the next week to follow up. [redacted]' agreed to this and left our establishment. The following day, March 6th 2015 [redacted]' called our office and spoke to another employee. She informed this employee that she was "going to be having surgery" and would be unable to complete our services that she had purchased. This employee responded by saying she was sorry that she was having health issues, and if she could get a doctors' note she is sure that we could give her a store credit for the packages she purchased, or she could use them toward another service or product in the store. Our employee verified that [redacted]' had signed our policy and procedure paperwork that we provide to all of our clients. This paperwork states that there are no cash refunds. Our employee stated that we would be happy to transfer her visits to another product or service, or a store credit or that we may transfer this to another person with her permission. [redacted]' then responded by telling the employee that this was "bad business practice". She told the employee that she has a business and would refund any customer at anytime if the customer would request it. [redacted]' then informed the employee that she is going to file a complaint with the Revdex.com if she does not receive a cash refund. The employee continued to apologize and stated our policy once again. Our employee informed [redacted]' that she would pass the message to her supervisor and have them call her back. On March 9th, [redacted]' dropped off a note from a doctor. She gave it to yet another employee that works at LipoLaser of West Chester,Inc. This employee informed [redacted]' that she would have to turn this into her boss and that she was not familiar with the situation. [redacted]' said "ok" and immediately left. [redacted] reviewed [redacted]' [redacted] file and discovered the additional message that was left on March 6th. [redacted] also discovered that [redacted]' had made her purchase back in December 2013. [redacted] tried to confirm the payment information for [redacted]' but was unable to due to our payment processing system not allowing retrieval of payments processed prior to the year 2014. [redacted] did see in the notes from March 6th, 2015 that an employee had asked [redacted]' if she had a receipt of purchase. [redacted]' did not have a receipt of purchase. [redacted] also discovered that [redacted]' [redacted] was given and had signed the appointment policy paperwork in 2013. This was signed by [redacted]' on October 16th, 2013. This paperwork specifically informs the client of our appointment policies as well as the refund policies. We have included a copy of this paperwork attached to this email. On March 10th [redacted] followed up with [redacted]' [redacted] in regards to the refund request. [redacted] called [redacted]' by phone, but was unable to reach her. [redacted] left a detailed voicemail message regarding the refund request. During that message [redacted] stated:" [redacted]' this is [redacted] with LipoLaser of West Chester. I'm calling regarding your refund request. After reviewing your file, we do see that you have visits remaining on your account that was purchased back in 2013. However, as we stated before we do not allow cash refunds. We understand your situation so we can transfer the credit to another product or service in our office. We have an array of other services or professional skin care products, or vitamins and/or supplements. Your other option is to transfer the credit to another person of your choice. If none of those options work we can also keep your visits on file until you would like to use them. They will not expire. Our refund policy states , " Do not expect a cash refund for any and all services and products. If you are not satisfied with your service you may transfer them to another service that is offered or you may transfer the remaining visits to another person." If you have any further questions regarding this matter please feel free to give me a call back at the office at [redacted].[redacted] in the voicemail also stated that she would be in and out with clients all day, but if she leaves a message she can get back to her as soon as she is available. On March 11th we received this complaint from the Revdex.com. We would like to resolve this issue in any way possible. We have discussed making an exception for [redacted]' for the refund. However, our system will not allow us to go back to 2013 to verify a proof of purchase to see how she had paid for the services or how much she paid. [redacted]' could not and has not provided us a receipt illustrating proof of how much she has paid. Again, we will do what we can within reason to resolve any issue for any of our clients. We have established company policies in place in order to protect our customers, our staff, and our business so that we may continue to provide the best services with the best customer service. ---LipoLaser of West Chester, Inc. "Love Your Body" [redacted]
[redacted]
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