McDonald's #17223

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Clearly Melvin of Spirit Massage & Bodywork knows the
actions that should have been taken, but sadly almost every action he claims
were taken by Spirit Massage & Bodywork were in-fact steps the customer took
and Spirit Massage refused to work with or engage with the customer to resolve
this matter before it came to this complaint. 
Should Spirit Massage have had actually followed through with these
claimed actions, we would not be having this conversation today.
Spirit Massage claims to have “attempted to contact the
customer for phone conversation with no avail”. 
This statement is false, no phone calls or voicemails have been received
from Spirit Massage.  Additionally, I get
overwhelming amounts of marketing email from Spirit Massage, but zero correspondence
attempting to resolve this matter. 
Spirit Massage clearly has my contact information, should they decide to
reach out and resolve this complaint.
Spirit Massage claims that “the customer has not spoken to
management about this matter.”  This
statement is false; multiple times the customer requested in writing to speak
with management, the responding individual asserted that they were
management.  As such, the customer in
fact made multiple requests to speak with management, and was lead to believe
that the responding individual was management. 
Based on the little pieces of truths that show through in Melvin’s message,
I would also assume he was the responding individual or fully aware of the
individual responding to the customer on his behalf.
Spirit Massage claims that there were “no attempts from the
customer to contact our office.”  This
statement is false; I called again just to verify I was using the correct phone
tree entry in the written complaint to Revdex.com. 
Should have Spirit Massage actually verified any phone records, they
would have found MANY calls.
Spirit Massage claims that “time stamp from office video
surveillance verified the customer arrived 30 minutes late.”  This statement is false; not only did the
customer not arrive 30 mins late, but when Spirit Massage falsely accused the
customer to being 30 minutes late, the customer requested video footage or any
evidence that would support this, and Spirit Massage avoided the customer’s
request and never responded.
Spirit Massage claims “Mr C[redacted] offered to provide Mr
Trevithick a 90 minute massage.  Mr.
Trevithick demanded his 120 min massage and declined the 90 min massage.”  This statement is false; as I indicated in my
initial complaint, the customer was the individual to offer and accept a
shorter massage session and Jason C[redacted] adamantly refused to agree to any
length of session.  C[redacted] was rude and
snotty for the entire encounter; his refusal sounded rehearsed and he came
across as eager to get out of his last massage of the day.  The customer made multiple offers, I even offered
to subtract more time than the amount of time that I was late, and C[redacted]
steadfastly refused to provide any services.
[redacted] has fulfilled and upheld their end; I will not
accept [redacted] paying for Spirit Massage & Bodywork’s lack of
professionalism and false accusations. 
Their behavior and lack of honestly is simply unacceptable.
Regards,
[redacted]

February 25, 2017[redacted] Revdex.com 1411 K Street NW, 10th Floor Washington, DC 20005RE: Complaint: [redacted]Dear [redacted],This message is our second response to a complaint submitted to the Revdex.com about Spirit Massage on 12/7/2016 by [redacted] . This complaint was assigned ID [redacted].Per customer’s Desired Outcome/Settlement dated 12/7/2016, Company should refund the client the cost paid for massage (coupon). Desired Settlement: Refund.In compliance and cooperation with [redacted]’s Terms and Conditions for customers, merchants are not liable to give refunds for purchases on [redacted]. Customers must contact [redacted] Customer Service ###-###-#### for refunds or further assistanceSession Status: Redeemed Dec 1, 2016 – 120 Min Deep Tissue (Conf. #: [redacted])Our main concern is the patient’s overall physical state and well-being after her therapeutic massage. Information has been provided to the best of our knowledge pursuant to Virginia Code 32.1-127.1:03Sincerely,

Date: Thu, Jan 5, 2017 at 4:35 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Cc: support@[redacted].com, [redacted].comDear [redacted]: Spirit Massage & Bodywork LLC has addressed the complaint ID [redacted]. We have attempted to contact...

the customer for phone conversation with no avail. We recommended and provided the  customer information to contact [redacted] Customer Service for a refund.  The customer has not spoken to management about this matter. All correspondence was in response to 3rd party rating systems initiated by [redacted] and other unknown parties. Per our phone records or email,  we found no attempts from the customer to contact our office to notify the therapist about late arrival. Prior to booking appointment, the customer claimed multiple phone call attempts, but no voicemail or emails were ever received. Our phone representatives answer the phones M-F from  9AM -7PM (except holidays).  Time stamp from office video surveillance verified  the customer arrived 30 minutes late.  Our tardiness policy states, ”If a person is 15 minutes late from an appointment without prior notification, session is marked as a NO SHOW. Full amount of session will be charged or prepaid voucher will be redeemed.” Our NO SHOW policy is available on spiritmassage.com (Terms and Conditions) As a courtesy, we offer our clients the remainder of their massage session time on a case by case basis. Since all sessions are by appointment, we are not at liberty to provide the complete time (including any minutes a client was late) because we must be considerate to our other clients’ appointments. Mr C[redacted] offered to provide  [redacted] a 90 minute massage.  [redacted] demanded his 120 min massage and declined the 90 min massage. Our staff has been trained not to argue with clients,  reduce stress, adhere to professional ethics, and immediately notify management of any issues. [redacted] and his FRIEND, [redacted],  threatened our reputation with false written complaints to [redacted], and now Revdex.com.  Neither person has received a  massage from our business. Phone support 877.987.3529 available M-F 9AM -7PM. Book online 24/7 online spirit massage.com. Clients are provided an email and text reminder 24 hours prior to the session. We understand the customer was not satisfied with our offers  and suggestions for resolution per this complaint.  [redacted] has not provided any further information.All information above copied to [redacted] Customer Service. If you have any comments or suggestions, reply to [email protected]. Thank you for bringing this incident to my attention. Sincerely, Melvin W