Ninotch, An Urban Retreat

Complaint ID#: [redacted] Company Name:Ninotch, an urban retreatCompany Contact:Michael D [redacted] Company Phone:###-###-####Company Email: [redacted] @ninotch.omPerson Who Sent the Complaint: [redacted] Staff Member:Kayla J [redacted] Response:Below you will find the email I sent to [redacted] on August 20, after she had her mother call us multiple timesThe mother became immediately hostile and was not truthful at all about the circumstances surrounding her daughter's service [redacted] I am writing to address your concerns over your airbrush tanning service this past Tuesday at NinotchThe owner of the business, Tatiana is copied as wellFirst and foremost, I would like to inform you of our policy regarding refunds for services renderedWe do not issue refunds for any services rendered, we only issue account credit for Ninotch services and productsMoreover, we determine whether or not those account credits are issued to clients having already received services on a case-by-case basisIn this situation, it is my understanding that you arrived for your appointment with a significant sunburn that included peeling skin, the back and front of your body had significant variance in skin color and your had put oil on your body - all of which can cause less than desirable resultsThe airbrush tanning technician, who also happens in this case to be the owner of this business since its establishment nearly years ago, has over years experience in airbrush tanning with over tansPrior to the service, she apprised you of all the risks associated with going forward with the tan and, despite the risks, you strongly desired to proceed with the serviceSpecifically, you even asked for a heavier coat to balance out the uneven skin tan with which you arrived to your appointmentThus, what normally would be a 15-minute service took nearly minutes as the technician went though, in detail, the expected results of the service and in assisting you to prep your skin for the service given the circumstances of your situationThis was all to give you the best results possible in a non-ideal situation with the condition of your skin being damaged at the timeYesterday, your mother called our offices to express her concern with the results of your tan and demanding a refundHer tone was very combative and disrespectful in demanding a refund while berating both of the Ninotch staff with which she spokeDuring that phone call, she indicated, among other things, that the tan was peeling off and that the intent of your tan was solely to “cover up scars”This assertion conflicts completely with what you had requested during your appointmentMore importantly, from my personal perspective, our staff did not deserve to be treated that wayToday, we received phone calls from you and your mother again and were informed that the tan has completely washed off after a second showerIf that is indeed the case, as we offered on Wednesday, we would need to have you come in to assess the situation and determine what has actually happened and, if possible, help balance out the tan as much as possibleWhat we simply cannot do, is issue a refund for a service rendered when the a client has been informed of the risks and decides vehemently to proceed with the service anywayIf you have any questions, you now have my direct email and my phone number is belowThank youMichael D [redacted] Partner, Ninotch ###-###-#### [redacted] _____________________________________ Additionally, the owner of Ninotch, who also performed the service put notes in the client's fileWe keep notes on every single airbrush tanning service (nearly per week)The notes are as follows: 8/19/Client called to complain about color from yesterday's ABTSaid her legs were blotchy and her sunburn on her chest was still visibleClient was advised to come back in for touand no charge to fix legsAs for sunburn, the scarred skin cannot hold an airbrush tan solution sprayedThis was explained to her and she refused to come in and let us try and fix it- TT 8/19/ [redacted] (***) called to complain about her daugher's situationShe told me that the ONLY reason her daughter came in to Ninotch was to cover her sunburn scarred skinShe was very hostile on the phone, I explained that we offered to fix her legs but her the sunburn could NOT be coveredThat was not an option for her and she demanded her money backTT 8/20/- Both client and mother called today demanding a refund because color was not dark enough and said it did not stickAgain, we asked to have her come in for us to look at her skin and fix itShe refusedShe was also reminded that the day she came in, she used an OIL scrub all over her body and she had oil residue still on her skinTherefore an alcohol solution was used to breakdown oil barrier so that she could be sprayed BUT was told, there was a possibility of it not sticking because she did not follow instructions properly to prep her skin________________________________________________________________ To summarize, [redacted] came in with severe sunburns and oil on her skin and was told repeatedly that there were significant risks in achieving good result if she proceeded with the service with the burnsShe insisted and finally, after we told her that we would not be responsible for any poor results, we proceeded with the serviceHer mother has completely misrepresented the situation and has not been truthful in any of our conversationsAdditionally, in every conversation, she attempted to intimidate our staff and treated them with incredible disrespectGiven both the client's and her mothers dishonesty and disrespectful treatment of everyone on our staff, we have no interest in giving her a refund of the cost of the service OR account creditIn fact, we will strongly assert all of our legal and non-legal rights against this client if she continues to demand to not pay for the service she not only agreed to, but insisted on pay forWe have no tolerance for this type of deceit, behavior and intimidationThank youMichael D [redacted] , EsqPartner, NinotchSent on: 9/25/6:42:PMSent by:

Complaint ID#:[redacted]Company Name:Ninotch, an urban retreatCompany Contact:Michael D[redacted]Company Phone:###-###-####Company Email:[redacted]@ninotch.omPerson Who Sent the Complaint:[redacted]
Staff Member:Kayla...

J[redacted]Response:Below you will find the email I sent to [redacted] on August 20, 2015 after she had her mother call us multiple times. The mother became immediately hostile and was not truthful at all about the circumstances surrounding her daughter's service. [redacted] I am writing to address your concerns over your airbrush tanning service this past Tuesday at Ninotch. The owner of the business, Tatiana is copied as well. First and foremost, I would like to inform you of our policy regarding refunds for services rendered. We do not issue refunds for any services rendered, we only issue account credit for Ninotch services and products. Moreover, we determine whether or not those account credits are issued to clients having already received services on a case-by-case basis. In this situation, it is my understanding that you arrived for your appointment with a significant sunburn that included peeling skin, the back and front of your body had significant variance in skin color and your had put oil on your body - all 3 of which can cause less than desirable results. The airbrush tanning technician, who also happens in this case to be the owner of this business since its establishment nearly 20 years ago, has over 9 years experience in airbrush tanning with over 5000 tans. Prior to the service, she apprised you of all the risks associated with going forward with the tan and, despite the risks, you strongly desired to proceed with the service. Specifically, you even asked for a heavier coat to balance out the uneven skin tan with which you arrived to your appointment. Thus, what normally would be a 15-minute service took nearly 45 minutes as the technician went though, in detail, the expected results of the service and in assisting you to prep your skin for the service given the circumstances of your situation. This was all to give you the best results possible in a non-ideal situation with the condition of your skin being damaged at the time. Yesterday, your mother called our offices to express her concern with the results of your tan and demanding a refund. Her tone was very combative and disrespectful in demanding a refund while berating both of the Ninotch staff with which she spoke. During that phone call, she indicated, among other things, that the tan was peeling off and that the intent of your tan was solely to “cover up scars”. This assertion conflicts completely with what you had requested during your appointment. More importantly, from my personal perspective, our staff did not deserve to be treated that way. Today, we received phone calls from you and your mother again and were informed that the tan has completely washed off after a second shower. If that is indeed the case, as we offered on Wednesday, we would need to have you come in to assess the situation and determine what has actually happened and, if possible, help balance out the tan as much as possible. What we simply cannot do, is issue a refund for a service rendered when the a client has been informed of the risks and decides vehemently to proceed with the service anyway. If you have any questions, you now have my direct email and my phone number is below. Thank you. Michael D[redacted] Partner, Ninotch ###-###-####** _____________________________________ Additionally, the owner of Ninotch, who also performed the service put notes in the client's file. We keep notes on every single airbrush tanning service (nearly 500 per week). The notes are as follows: 8/19/2015 Client called to complain about color from yesterday's ABT. Said her legs were blotchy and her sunburn on her chest was still visible. Client was advised to come back in for touch-up and no charge to fix legs. As for sunburn, the scarred skin cannot hold an airbrush tan solution sprayed. This was explained to her and she refused to come in and let us try and fix it. - TT 8/19/2015 [redacted] ([redacted]) called to complain about her daugher's situation. She told me that the ONLY reason her daughter came in to Ninotch was to cover her sunburn scarred skin. She was very hostile on the phone, I explained that we offered to fix her legs but her the sunburn could NOT be covered. That was not an option for her and she demanded her money back. TT 8/20/2015 - Both client and mother called today demanding a refund because color was not dark enough and said it did not stick. Again, we asked to have her come in for us to look at her skin and fix it. She refused. She was also reminded that the day she came in, she used an OIL scrub all over her body and she had oil residue still on her skin. Therefore an alcohol solution was used to breakdown oil barrier so that she could be sprayed BUT was told, there was a possibility of it not sticking because she did not follow instructions properly to prep her skin. ________________________________________________________________ To summarize, [redacted] came in with severe sunburns and oil on her skin and was told repeatedly that there were significant risks in achieving good result if she proceeded with the service with the burns. She insisted and finally, after we told her that we would not be responsible for any poor results, we proceeded with the service. Her mother has completely misrepresented the situation and has not been truthful in any of our conversations. Additionally, in every conversation, she attempted to intimidate our staff and treated them with incredible disrespect. Given both the client's and her mothers dishonesty and disrespectful treatment of everyone on our staff, we have no interest in giving her a refund of the cost of the service OR account credit. In fact, we will strongly assert all of our legal and non-legal rights against this client if she continues to demand to not pay for the service she not only agreed to, but insisted on pay for. We have no tolerance for this type of deceit, behavior and intimidation. Thank you. Michael D[redacted], Esq. Partner, NinotchSent on: 9/25/2015 6:42:25 PMSent by: 96.241.181.76

Complaint ID#:[redacted]Company Name:Ninotch, an urban retreatCompany Contact:Michael D[redacted]Company Phone:###-###-####Company Email:[redacted]@ninotch.omPerson Who Sent the Complaint:[redacted]
Staff Member:Kayla J[redacted]Response:Below you will find the email I sent to [redacted] on August...

20, 2015 after she had her mother call us multiple times. The mother became immediately hostile and was not truthful at all about the circumstances surrounding her daughter's service. [redacted] I am writing to address your concerns over your airbrush tanning service this past Tuesday at Ninotch. The owner of the business, Tatiana is copied as well. First and foremost, I would like to inform you of our policy regarding refunds for services rendered. We do not issue refunds for any services rendered, we only issue account credit for Ninotch services and products. Moreover, we determine whether or not those account credits are issued to clients having already received services on a case-by-case basis. In this situation, it is my understanding that you arrived for your appointment with a significant sunburn that included peeling skin, the back and front of your body had significant variance in skin color and your had put oil on your body - all 3 of which can cause less than desirable results. The airbrush tanning technician, who also happens in this case to be the owner of this business since its establishment nearly 20 years ago, has over 9 years experience in airbrush tanning with over 5000 tans. Prior to the service, she apprised you of all the risks associated with going forward with the tan and, despite the risks, you strongly desired to proceed with the service. Specifically, you even asked for a heavier coat to balance out the uneven skin tan with which you arrived to your appointment. Thus, what normally would be a 15-minute service took nearly 45 minutes as the technician went though, in detail, the expected results of the service and in assisting you to prep your skin for the service given the circumstances of your situation. This was all to give you the best results possible in a non-ideal situation with the condition of your skin being damaged at the time. Yesterday, your mother called our offices to express her concern with the results of your tan and demanding a refund. Her tone was very combative and disrespectful in demanding a refund while berating both of the Ninotch staff with which she spoke. During that phone call, she indicated, among other things, that the tan was peeling off and that the intent of your tan was solely to “cover up scars”. This assertion conflicts completely with what you had requested during your appointment. More importantly, from my personal perspective, our staff did not deserve to be treated that way. Today, we received phone calls from you and your mother again and were informed that the tan has completely washed off after a second shower. If that is indeed the case, as we offered on Wednesday, we would need to have you come in to assess the situation and determine what has actually happened and, if possible, help balance out the tan as much as possible. What we simply cannot do, is issue a refund for a service rendered when the a client has been informed of the risks and decides vehemently to proceed with the service anyway. If you have any questions, you now have my direct email and my phone number is below. Thank you. Michael D[redacted] Partner, Ninotch ###-###-####** _____________________________________ Additionally, the owner of Ninotch, who also performed the service put notes in the client's file. We keep notes on every single airbrush tanning service (nearly 500 per week). The notes are as follows: 8/19/2015 Client called to complain about color from yesterday's ABT. Said her legs were blotchy and her sunburn on her chest was still visible. Client was advised to come back in for touch-up and no charge to fix legs. As for sunburn, the scarred skin cannot hold an airbrush tan solution sprayed. This was explained to her and she refused to come in and let us try and fix it. - TT 8/19/2015 [redacted]) called to complain about her daugher's situation. She told me that the ONLY reason her daughter came in to Ninotch was to cover her sunburn scarred skin. She was very hostile on the phone, I explained that we offered to fix her legs but her the sunburn could NOT be covered. That was not an option for her and she demanded her money back. TT 8/20/2015 - Both client and mother called today demanding a refund because color was not dark enough and said it did not stick. Again, we asked to have her come in for us to look at her skin and fix it. She refused. She was also reminded that the day she came in, she used an OIL scrub all over her body and she had oil residue still on her skin. Therefore an alcohol solution was used to breakdown oil barrier so that she could be sprayed BUT was told, there was a possibility of it not sticking because she did not follow instructions properly to prep her skin. ________________________________________________________________ To summarize, [redacted] came in with severe sunburns and oil on her skin and was told repeatedly that there were significant risks in achieving good result if she proceeded with the service with the burns. She insisted and finally, after we told her that we would not be responsible for any poor results, we proceeded with the service. Her mother has completely misrepresented the situation and has not been truthful in any of our conversations. Additionally, in every conversation, she attempted to intimidate our staff and treated them with incredible disrespect. Given both the client's and her mothers dishonesty and disrespectful treatment of everyone on our staff, we have no interest in giving her a refund of the cost of the service OR account credit. In fact, we will strongly assert all of our legal and non-legal rights against this client if she continues to demand to not pay for the service she not only agreed to, but insisted on pay for. We have no tolerance for this type of deceit, behavior and intimidation. Thank you. Michael D[redacted], Esq. Partner, NinotchSent on: 9/25/2015 6:42:25 PMSent by: 96.241.181.76