Massage Studio For Mind, Body and Spirit

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:  please find the attached cell phone screen shots from [redacted].  She offered me a refund several months ago and I would like to receive what I was offered.  Specifically, if the sixth screen shot, she stated that she will place in it in the mail to me the following day (May 2014).   Thank you.
Regards,
[redacted]

From: Massage Studio...For Mind, Body & Spirit [mailto:[redacted]] 
Sent: Monday, October 20, 2014 7:33 PM
To: [redacted]
Subject: Reference ID [redacted]
Revdex.com
[redacted]...

[redacted]
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Dear [redacted],
As per our conversation regarding client [redacted]. Ms. [redacted] has contacted me numerous times and eventually I felt it best to not respond any longer after she refused what I could offer her regarding the gift certificate she purchased from my studio. Ms. [redacted] purchased a gift certificate of 3 Deep Tissue massage sessions. On the day of her scheduled 3rd visit I was sick with flu symptoms and had to contact everyone scheduled on that day to cancel and reschedule. The day before I had started having fever, chills and other symptoms and it progressed through out that night  and into the next morning, therefore me having to contact clients including Ms. [redacted] to cancel and offer rescheduling opportunities. It is a contraindication and unethical as a practitioner to massage clients unless I have been 24 hours free of symptoms.  Ms. [redacted] informed me that day that she is moving to Colorado that very day and would not be able to reschedule. I was very sick with the flu and it took me several days to reply back to her. At that time, I was not sure how she had purchased the sessions as I have a very large client base and the subject of a possible refund came up. I didn't know at that time if I could give her a cash refund until I could look and see how she purchased her sessions. When I returned, I looked and saw she had purchased the three sessions on a gift certificate. All of our gift certificates have printed on the bottom right corner "Not redeemable for cash" as I have attached a picture of the gift certificate. Seeing this I did respond to one of Ms. [redacted] numerous text messages to me offering her the only option I can do at that point and still follow my business guidelines in a professional manner. I offer Ms. [redacted] the opportunity to gift that 3rd massage session since she now lived in Colorado. I asked if she would be willing to gift it to a friend, co-worker, family member, anyone of significance to her and I would be more that happy to give the massage. Ms. [redacted] refused to do that. I have had excessive text messaging, calls and a few emails from Ms. [redacted]. At one point I realized there was nothing else I could say or offer Ms. [redacted] and I had to stop responding. I was also out of work a bit due to an accident. I explained that to Ms. [redacted] as well as she still continued to text and call me. I feel I have offered Ms. [redacted] a fair solution so she does not feel she lost a session. I am still willing to honor the last massage on her gift certificate if she wants to gift it to someone. When Ms. [redacted] purchased the gift certificate I assume, as I have with every client that has purchased a gift certificate from my studio, that they have read all the writing printed on the certificate. I opened my studio in 2009 in downtown Winston Salem. I have a very successful practice and have never had any request a refund from a gift certificate. That is why the printed "Not redeemable for cash" is on the card. As a fair and responsible business owner, my desire is to rectify this issue and hope Ms. [redacted] can come to some resolution by gifting the remaining massage to someone of her choosing. 
Very Sincerely Yours,
[redacted]
Massage Studio
[redacted]
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Review: I was a client of [redacted]'s while living in Winston Salem, NC. This winter, I purchased a 3-pack Deep Tissue Massage from her. My final appt with her was 2 days before I was moving out of state. She canceled the appt about 1 hour before the appt time and there was no available time to re-schedule before my move. She offered me a refund and I thought that was very reasonable. She has my mailing address and phone number. I have placed numerous calls and text messages to her over the past 4-5 months without a response. I contacted her through email last week, asking for what was promised and what I would be contacting the Winston Salem Revdex.com if I didn't hear from her.Desired Settlement: I was promised a refund.

Business

Response:

From: Massage Studio...For Mind, Body & Spirit [mailto:[redacted]]

Sent: Monday, October 20, 2014 7:33 PM

To: [redacted]

Subject: Reference ID [redacted]

Revdex.com

###-###-####

Dear [redacted],

As per our conversation regarding client [redacted]. Ms. [redacted] has contacted me numerous times and eventually I felt it best to not respond any longer after she refused what I could offer her regarding the gift certificate she purchased from my studio. Ms. [redacted] purchased a gift certificate of 3 Deep Tissue massage sessions. On the day of her scheduled 3rd visit I was sick with flu symptoms and had to contact everyone scheduled on that day to cancel and reschedule. The day before I had started having fever, chills and other symptoms and it progressed through out that night and into the next morning, therefore me having to contact clients including Ms. [redacted] to cancel and offer rescheduling opportunities. It is a contraindication and unethical as a practitioner to massage clients unless I have been 24 hours free of symptoms. Ms. [redacted] informed me that day that she is moving to Colorado that very day and would not be able to reschedule. I was very sick with the flu and it took me several days to reply back to her. At that time, I was not sure how she had purchased the sessions as I have a very large client base and the subject of a possible refund came up. I didn't know at that time if I could give her a cash refund until I could look and see how she purchased her sessions. When I returned, I looked and saw she had purchased the three sessions on a gift certificate. All of our gift certificates have printed on the bottom right corner "Not redeemable for cash" as I have attached a picture of the gift certificate. Seeing this I did respond to one of Ms. [redacted] numerous text messages to me offering her the only option I can do at that point and still follow my business guidelines in a professional manner. I offer Ms. [redacted] the opportunity to gift that 3rd massage session since she now lived in Colorado. I asked if she would be willing to gift it to a friend, co-worker, family member, anyone of significance to her and I would be more that happy to give the massage. Ms. [redacted] refused to do that. I have had excessive text messaging, calls and a few emails from Ms. [redacted]. At one point I realized there was nothing else I could say or offer Ms. [redacted] and I had to stop responding. I was also out of work a bit due to an accident. I explained that to Ms. [redacted] as well as she still continued to text and call me. I feel I have offered Ms. [redacted] a fair solution so she does not feel she lost a session. I am still willing to honor the last massage on her gift certificate if she wants to gift it to someone. When Ms. [redacted] purchased the gift certificate I assume, as I have with every client that has purchased a gift certificate from my studio, that they have read all the writing printed on the certificate. I opened my studio in 2009 in downtown Winston Salem. I have a very successful practice and have never had any request a refund from a gift certificate. That is why the printed "Not redeemable for cash" is on the card. As a fair and responsible business owner, my desire is to rectify this issue and hope Ms. [redacted] can come to some resolution by gifting the remaining massage to someone of her choosing.

Very Sincerely Yours,

Massage Studio

###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: please find the attached cell phone screen shots from [redacted]. She offered me a refund several months ago and I would like to receive what I was offered. Specifically, if the sixth screen shot, she stated that she will place in it in the mail to me the following day (May 2014). Thank you.

Regards,