Lure Creative, Inc.

I'm sorry Mrs*** still has the feelings she has I am more then happy to speak with Mrs *** on the phone reguarding this matter and discuss options so long as if she's willing to submit a contact number for me to contact her.
Thank you

To whom it may concern, This issue has been resolved below you will find comments added by my manager. "2/19/16-- *** is super niceI was able to finally get in contact with her todayShe was frustrated that she couldnt get in when she wanted and I let her know that I was
willing to work with her and wanted to get her in to have an appointment on us for the mis communication on our behalf and the struggles she had to go throughShe was VERY nice and VERY respectful to mePoint have been added to her accountShe did say she was scared she made an "as our of herself" I said none of us feel that way at all and we all completely understand her frustrationShe said she wanted to cancel her membershipI let her know I would be more than willing to work with her and start that processI did want to make sure she knows we care about herSo I am waiting until after her appointment on Monday to start that cancellation processShe will NOT be charged membership duesI want to touch bases with her to make sure she enjoyed her service and still wants to continue with the cancellation***" She has since been in and used her membership after the resolution. Should you need any more information please feel free to contact. Thanks, ***

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

To whom it may concern, The intention of this letter is to inform the reader or clarify to the reader charges to [redacted] and [redacted]. This is in reference file# [redacted]. On 12/19/15 [redacted] purchased a promotional $250.00 gift card. During this promotion, the buyer was given a free 1 hour...

massage, voucher, for purchasing $225.00 or more in gift cards. Attached you will find the invoice labeled "A" showing she purchased the gift card with the number "[redacted]" and gift card number two which was the voucher for free 1 hour with number "[redacted]" expiring "05/08/2015."
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
 
Above you will find screen shots taken 08/26/15 of a search performed for the gift cards purchased. Please note the gift cards are not found as they have been used. Attached you will find a invoice labeled E dated 07/22/15. This is the transaction in question. Please note the price of [redacted] massage of $199.99 and [redacted] of $99.99. The reason for this is everyone's first time into our clinic we honor our member pricing for them to try the service. Member pricing for a 120 minute massage is $99.99 and non member price is $199.99. The reason [redacted] received non member pricing is because he's been into our clinic prior to this visit for a massage and this visit on 07/22/15 was [redacted] first visit so she was honored the member pricing, See below.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Also attached you will find copies of signed receipts form [redacted] and [redacted]. The receipt labeled "B" which shows "[redacted]" as the paying client and signed. Lastly you will find the report labeled "F" showing [redacted] used gift card number [redacted] on 07/22/2015. This is the exact gift card purchased by [redacted] previously. In summary, [redacted] purchased $225.00 in gift cards and received one gift card with $225.00 on it and one (1) vouch for a free one hour massage which have since been redeemed. The $104.98 in question was charged because this particular visit was [redacted]'s second visit to our clinic without purchasing a membership. Thus he pays the non member rate. After looking at the facts, you will find the charges are just and valid. Please do not hesitate to contact me with any questions.

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]

The owner obviously didn't read the original complaint, filed 17 months ago (if this doesn't verify a lack of customer service starting at the top, I don't know what to say, as I'll be also posting that on my Facebook and on my business page).  Again, I was told he could use both, and the certificate would cover BOTH visits for him, plus tip, and I asked on both visits.  Not only that, but I have called (and yes, now recorded them with consent) on 4 occasions to request to be removed from mailing list and repeatedly receive mailing still (illegal), but the Attorney General agreed that I should consult a lawyer.  Upon posting this, social media lit up with others encountering the same issue.  I am a business owner, and if my staff did this, I would not only counsel them, but would promptly refund the customer, to retain them and my reputation, but the owner doesn't seem to want to do the right thing, or retain my business or earn new business.  On December 19th, I came into the new Massage Envy store to purchase a gift card for a 1 hour introductory couples massage for my husband and myself, as advertised via a flyer I received in my home at $49.99 each. Expecting to pay $99.98 plus tax, I was encouraged (repeatedly) by the man and woman at the front counter to purchase an upgraded package for $225 (which included tax and tip to massage therapists), which would allow for a 2 hour couples massage for he and I, plus an additional FREE 1 hour massage to be used by him. I was told that my husband could use the free 1 hour massage, AND still be allowed to use the 2 hour couples massage with me, at the introductory rate, and the $25 would cover the tip, so I could send him in as a surprise without him having to pay a dime (this was the sales pitch). The pitch was $49.99 x 2 hour massage x for 2 people plus $25.04 tip = $225 PLUS free bonus massage for husband. They specifically stated several times that he could use both, and we wouldn't have to pay a dime more, and even gave me 2 additional coupons for the $49.99 introductory offer as assurance, and even wrote on his gift card that it was good for a 2 hour couples massage, including pre-paid gratuity. When I called to book the free massage, I asked AGAIN if I should have someone else use the free card, because he had not yet used the 2-hour gift card, and that I didn't want to be charged extra, and the sweet girl on the phone laughed and said that I could be assurred that their records indicated the special I had purchased, and the $225 covered both the 1 hour free massage for him, and the 2-hour massage for he and I, plus $25.04 to be used toward a tip (or products if we elected to instead convert the gift card to be used toward a facial service instead). When I called to book the 2 hour massage, I reminded them I had the gift card and asked to make sure their records indicated it was paid-in-full, as it was a surprise for my husband, and the lady reassured me that everything was paid in full. Then we had our appointment, and AFTER the massage, the lady took our gift card, and said, "Today you'll be happy to be getting our promotional pricing you paid for, so you owe nothing." and another rep interviened, and said he didn't get promotional pricing because he had previously used the free 1 hour massage. I reminded them that I specifically asked about that when purchasing, and again when booking both appointments (because obviously I would have a) just purchased the 1 hour massages I originally intended to, or b) had him only use the 2 hour massage and given away the free hour massage to a stranger to avoid getting another bill). Needless to say, I left there in tears on my wedding anniversary, because my husband was given a bill for $104.98. This was so embarrassing and needless to say very poor customer service. We purchase at least 8 massages per year, and it's sad to say that over $104.98, they have lost our business.Complaint: [redacted]I am rejecting this response because:

This matter has been resolved and Mrs. [redacted] has been refunded.