Thank you for contacting me in regards to this matter [redacted] *** is a previous clientShe did come into our office requesting a refund on March 5th, She spoke with [redacted] (myself), at that timeShe had explained she had purchased "something" a while back and wanted to confirm that she had visits leftI did confirm that she did have visits remaining on her account, however, the last purchase was made in 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 bornI proceeded to inform ***' of our refund policyThis policy states that we do not allow cash refunds on our packages or services***' then said she would like to request a refund anywayI 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 doI told ***' that we should be able to call her back by the next week to follow up***' agreed to this and left our establishmentThe following day, March 6th ***' called our office and spoke to another employeeShe informed this employee that she was "going to be having surgery" and would be unable to complete our services that she had purchasedThis 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 storeOur employee verified that ***' had signed our policy and procedure paperwork that we provide to all of our clientsThis paperwork states that there are no cash refundsOur 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***' 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***' then informed the employee that she is going to file a complaint with the Revdex.com if she does not receive a cash refundThe employee continued to apologize and stated our policy once againOur employee informed ***' that she would pass the message to her supervisor and have them call her backOn March 9th, ***' dropped off a note from a doctorShe gave it to yet another employee that works at LipoLaser of West Chester,Inc This employee informed ***' that she would have to turn this into her boss and that she was not familiar with the situation***' said "ok" and immediately left [redacted] reviewed ***' [redacted] file and discovered the additional message that was left on March 6th*** also discovered that ***' had made her purchase back in December [redacted] tried to confirm the payment information for ***' but was unable to due to our payment processing system not allowing retrieval of payments processed prior to the year [redacted] did see in the notes from March 6th, that an employee had asked ***' if she had a receipt of purchase***' did not have a receipt of purchase [redacted] also discovered that ***' [redacted] was given and had signed the appointment policy paperwork in This was signed by ***' on October 16th, This paperwork specifically informs the client of our appointment policies as well as the refund policiesWe have included a copy of this paperwork attached to this emailOn March 10th [redacted] followed up with ***' [redacted] in regards to the refund request [redacted] called ***' by phone, but was unable to reach her [redacted] left a detailed voicemail message regarding the refund requestDuring that message [redacted] stated:" ***' this is [redacted] with LipoLaser of West ChesterI'm calling regarding your refund requestAfter reviewing your file, we do see that you have visits remaining on your account that was purchased back in However, as we stated before we do not allow cash refundsWe understand your situation so we can transfer the credit to another product or service in our officeWe have an array of other services or professional skin care products, or vitamins and/or supplementsYour other option is to transfer the credit to another person of your choiceIf none of those options work we can also keep your visits on file until you would like to use themThey will not expireOur refund policy states , " Do not expect a cash refund for any and all services and productsIf 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 availableOn March 11th we received this complaint from the Revdex.comWe would like to resolve this issue in any way possibleWe have discussed making an exception for ***' for the refundHowever, our system will not allow us to go back to to verify a proof of purchase to see how she had paid for the services or how much she paid ***' could not and has not provided us a receipt illustrating proof of how much she has paidAgain, we will do what we can within reason to resolve any issue for any of our clientsWe 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] ***
Thank you for contacting me in regards to this matter [redacted] *** is a previous clientShe did come into our office requesting a refund on March 5th, She spoke with [redacted] (myself), at that timeShe had explained she had purchased "something" a while back and wanted to confirm that she had visits leftI did confirm that she did have visits remaining on her account, however, the last purchase was made in 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 bornI proceeded to inform ***' of our refund policyThis policy states that we do not allow cash refunds on our packages or services***' then said she would like to request a refund anywayI 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 doI told ***' that we should be able to call her back by the next week to follow up***' agreed to this and left our establishmentThe following day, March 6th ***' called our office and spoke to another employeeShe informed this employee that she was "going to be having surgery" and would be unable to complete our services that she had purchasedThis 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 storeOur employee verified that ***' had signed our policy and procedure paperwork that we provide to all of our clientsThis paperwork states that there are no cash refundsOur 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***' 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***' then informed the employee that she is going to file a complaint with the Revdex.com if she does not receive a cash refundThe employee continued to apologize and stated our policy once againOur employee informed ***' that she would pass the message to her supervisor and have them call her backOn March 9th, ***' dropped off a note from a doctorShe gave it to yet another employee that works at LipoLaser of West Chester,Inc This employee informed ***' that she would have to turn this into her boss and that she was not familiar with the situation***' said "ok" and immediately left [redacted] reviewed ***' [redacted] file and discovered the additional message that was left on March 6th*** also discovered that ***' had made her purchase back in December [redacted] tried to confirm the payment information for ***' but was unable to due to our payment processing system not allowing retrieval of payments processed prior to the year [redacted] did see in the notes from March 6th, that an employee had asked ***' if she had a receipt of purchase***' did not have a receipt of purchase [redacted] also discovered that ***' [redacted] was given and had signed the appointment policy paperwork in This was signed by ***' on October 16th, This paperwork specifically informs the client of our appointment policies as well as the refund policiesWe have included a copy of this paperwork attached to this emailOn March 10th [redacted] followed up with ***' [redacted] in regards to the refund request [redacted] called ***' by phone, but was unable to reach her [redacted] left a detailed voicemail message regarding the refund requestDuring that message [redacted] stated:" ***' this is [redacted] with LipoLaser of West ChesterI'm calling regarding your refund requestAfter reviewing your file, we do see that you have visits remaining on your account that was purchased back in However, as we stated before we do not allow cash refundsWe understand your situation so we can transfer the credit to another product or service in our officeWe have an array of other services or professional skin care products, or vitamins and/or supplementsYour other option is to transfer the credit to another person of your choiceIf none of those options work we can also keep your visits on file until you would like to use themThey will not expireOur refund policy states , " Do not expect a cash refund for any and all services and productsIf 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 availableOn March 11th we received this complaint from the Revdex.comWe would like to resolve this issue in any way possibleWe have discussed making an exception for ***' for the refundHowever, our system will not allow us to go back to to verify a proof of purchase to see how she had paid for the services or how much she paid ***' could not and has not provided us a receipt illustrating proof of how much she has paidAgain, we will do what we can within reason to resolve any issue for any of our clientsWe 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] ***