Muses Spa & Wellness

Initial Business Response / [redacted] (1000, 5, 2016/06/04) */ Contact Name and Title: [redacted] Manager Contact Phone: XXX-XXXXXXX Contact Email: ***@musesspa.com The client came in for services on May 21st with another individual receiving a total of four services; a massage and facial each At the time of check out when the receptionist ran the client's card there was a glitch in our system and their purchase ticket closedThe receptionist checked to see if the services had been paid, and they were not, so she had to run the card againFrom her perspective the card did not appear to be charged Later that afternoon the spa received a call from the client claiming she had been charged twiceA different receptionist was now helping the client, this receptionist checked again and there was not two transitions cleared in our systemThe receptionist notified the client there was not a double charge on the client's account, but she would let the manager know and then we would look further into the problemThe manager went through the transactions for the day and found a pending charge of $(total for services pre-tip)The pending transaction was at that point canceledThe receptionist then called the client back to let them know we found the problem and the transaction had been canceled and will not go through our systemThe client was also speaking to her bank, so the receptionist asked the client to let us know if she needs anything else from the spaMuses never received a call back to say there was still a problemThe manager checked the settled transactions for the day and the only charge that went through for the client was the $charge (services plus tip) Upon receiving the Revdex.com complaint (June 3) management called the client (June 4) to finish resolving the problemIf Muses was aware the clients funds were not returned to the account we would have taken measures to further resolve the problemThis is the first time Muses has experienced this issue with a pending transaction Muses will be send the Revdex.com copies of: The settled transaction for that day as well as days to follow Account payments and purchases for the client Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) First - When the computer glitch occured, I told the clerk that I would not be happy if I am double charge, as she had asked to run the transaction againBefore running it a second time, she should have at that time investigated Second - When I returned home, I checked my bank charges and noticed that I was indeed charged $(which the clerk assured me that I was not going to be charged)At that time, I contacted the Spa and spoke to two peopleAgain, I was told that the charge did not go through on their end and that perhaps I should work with my bankSo I placed a second call to the Spa while my husband was talking to the bank and I was relaying my conversation to themI passed [redacted] message from the bank to the person at the spa that they need cancel the transaction on their end since the bank cannot return funds unless the spa cancelled out the transaction Third - I received a call back from the Spa where they informed me that they cancelled the transactionWhy did they find the pending transaction at that time, when they could have found the transaction in the beginning and voided the original amount? Instead it took phone call attempts Overall, when I asked about being double charged initially, it should have raised flag to ask her supervisor or manager at that timeIt took business days to have funds returned to my bankThis was a huge inconvenience as I had a large dinner party that evening and had to find other ways to pay for the dinner party Final Consumer Response / [redacted] (2000, 8, 2016/06/08) */

Initial Business Response /* (1000, 5, 2016/06/04) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXXXXXX
Contact Email: [redacted]@musesspa.com
The client came in for services on May 21st with another individual receiving a total of four services; a massage and facial each....

At the time of check out when the receptionist ran the client's card there was a glitch in our system and their purchase ticket closed. The receptionist checked to see if the services had been paid, and they were not, so she had to run the card again. From her perspective the card did not appear to be charged.
Later that afternoon the spa received a call from the client claiming she had been charged twice. A different receptionist was now helping the client, this receptionist checked again and there was not two transitions cleared in our system. The receptionist notified the client there was not a double charge on the client's account, but she would let the manager know and then we would look further into the problem. The manager went through the transactions for the day and found a pending charge of $380 (total for services pre-tip). The pending transaction was at that point canceled. The receptionist then called the client back to let them know we found the problem and the transaction had been canceled and will not go through our system. The client was also speaking to her bank, so the receptionist asked the client to let us know if she needs anything else from the spa. Muses never received a call back to say there was still a problem. The manager checked the settled transactions for the day and the only charge that went through for the client was the $440 charge (services plus tip).
Upon receiving the Revdex.com complaint (June 3) management called the client (June 4) to finish resolving the problem. If Muses was aware the clients funds were not returned to the account we would have taken measures to further resolve the problem. This is the first time Muses has experienced this issue with a pending transaction.
Muses will be send the Revdex.com copies of:
The settled transaction for that day as well as days to follow.
Account payments and purchases for the client.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First - When the computer glitch occured, I told the clerk that I would not be happy if I am double charge, as she had asked to run the transaction again. Before running it a second time, she should have at that time investigated.
Second - When I returned home, I checked my bank charges and noticed that I was indeed charged $380 (which the clerk assured me that I was not going to be charged). At that time, I contacted the Spa and spoke to two people. Again, I was told that the charge did not go through on their end and that perhaps I should work with my bank. So I placed a second call to the Spa while my husband was talking to the bank and I was relaying my conversation to them. I passed [redacted] message from the bank to the person at the spa that they need cancel the transaction on their end since the bank cannot return funds unless the spa cancelled out the transaction.
Third - I received a call back from the Spa where they informed me that they cancelled the transaction. Why did they find the pending transaction at that time, when they could have found the transaction in the beginning and voided the original amount? Instead it took 3 phone call attempts.
Overall, when I asked about being double charged initially, it should have raised flag to ask her supervisor or manager at that time. It took 6 business days to have funds returned to my bank. This was a huge inconvenience as I had a large dinner party that evening and had to find other ways to pay for the dinner party.
Final Consumer Response /* (2000, 8, 2016/06/08) */