Positive Energy Massage

Dear [redacted] Thank you for forwarding the response of the customer to us We are sorry for the misunderstanding between the customer and usBut as we stated on last response, we never said or implied we accept gift card of Sante Day SpaWe clearly mentioned before massage that we accept PEM gift card onlyWe were not lying or misleading anybody, because as a service provider, our goal is always to satisfy our customers' needsIt does not make sense for us to cheat any customer for only a few dollarsWe are sorry that we won't be able to provide any reimbursement for this incident, but we will try our best to avoid this kind of misunderstanding in the future Best regards, [redacted] **

Before the year of 2014, this business was called Sante Day Spa, which was owned by ***We bought this business from [redacted] in August, 2013, and renamed it as Positive Energy Massage (PEM)On the first visit of the customer, we clearly told Ms [redacted] that this business was Sante Day Spa, but we purchased it last year and now it is called Positive Energy Massage, the same location but definitely different businessWe never said the previous owner of the business is still in businessSince PEM also has gift certificate, we told Ms [redacted] that we do accept gift card, but only for PEM gift cardThe gift card of Sante Day Spa was paid to ***, the previous owner, and the money was never transferred to us, so it does not make sense for us accepting the gift card from previous businessWe did not buy any gift card liability from Sante Day Spa, according to our contractIn no circumstances we said or implied we accept gift card of Sante Day SpaWe are sorry about the misunderstanding between Ms [redacted] and usSince Ms [redacted] didn't inform us she would use a gift certificate of Sante Day Spa before she got massage service, we're sorry that we had to make her pay for the service separately Best Regars, [redacted] **

Before the year of 2014, this business was called Sante Day Spa, which was owned by [redacted]. We bought this business from [redacted] in August, 2013, and renamed it as Positive Energy Massage (PEM). On the first visit...

of the customer, we clearly told Ms. [redacted] that this business was Sante Day Spa, but we purchased it last year and now it is called Positive Energy Massage, the same location but definitely different business. We never said the previous owner of the business is still in business. Since PEM also has gift certificate, we told Ms. [redacted] that we do accept gift card, but only for PEM gift card. The gift card of Sante Day Spa was paid to [redacted], the previous owner, and the money was never transferred to us, so it does not make sense for us accepting the gift card from previous business. We did not buy any gift card liability from Sante Day Spa, according to our contract. In no circumstances we said or implied we accept gift card of Sante Day Spa. We are sorry about the misunderstanding between Ms. [redacted] and us. Since Ms. [redacted] didn't inform us she would use a gift certificate of Sante Day Spa before she got massage service, we're sorry that we had to make her pay for the service separately.
 
Best Regars,
 
[redacted]

Dear [redacted]
 
Thank you for forwarding the response of the customer to us.
 
We are sorry for the misunderstanding between the customer and us. But as we stated on last response, we never said or implied we accept gift card of Sante Day Spa. We clearly mentioned before massage that we accept PEM gift card only. We were not lying or misleading anybody, because as a service provider, our goal is always to satisfy our customers' needs. It does not make sense for us to cheat any customer for only a few dollars. We are sorry that we won't be able to provide any reimbursement for this incident, but we will try our best to avoid this kind of misunderstanding in the future.
 
Best regards,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am disappointed in the response by PEM. I asked specifically if the new business honored the Sante gift cards PRIOR to the massage and was told that they would accept the gift card.  I understand that when a business is purchased sometimes gift cards are honored and sometimes they are not part of the contract and remain with the prior owner.  That is why I asked the specific question more than once to confirm, both over the phone when making the appointment and when I arrived at the massage appointment.  I was told that PEM purchased Sante, was the same business and would accept SANTE gift cards. I also asked if the prior owners were in business and was told they were no longer in business, that PEM had purchased the complete business. This is confirmed by PEM's response to my Revdex.com complaint.  Only after I went back to further discuss this concern was I told that the prior owner was still in business and had maintained the gift cards through the purchase of the business.  I am still very frustrated that I was told one thing prior to the massage and a different story after the massage. 
 
I was lied to and mislead.  
 
I continue to seek reimbursement in full or in part to make up for PEM's deception.
Regards,
[redacted]

Review: I received a gift certificate for a spa called Sante. On Jan 24 I called the phone number on my gift certificate. The person who answered the phone did not say "Sante" when he answered, so I asked, is this Sante? And was told yes. I told him that I had a gift certificate to Sante and wanted to schedule a massage. The massage was scheduled for January 29. When I arrived, the door did not say Sante, instead it said Positive Energy Massage. I was confused and concerned because PEM had the same address and phone number as Sante, but different name. So, before the massage, I again asked if this was Sante. The man at the desk said yes. I asked if PEM had bought Sante and was told yes. I then confirmed that my gift certificate was valid here, and was told yes. I thought this made sense because the new business usually buys the assets and liabilities of the old one. After the massage I was told that PEM only accepts PEM gift certificates. I felt horribly mislead! I tried to discuss this with the people at the desk, but got no where and was told the owners of Sante had retired, and had no other business. I had to leave to leave, so I grudgingly paid with my credit card and left. I called later and recored a conversation. The man again said that this was the same business as Sante and that PEM had bought Sante.I went in PEM to discuss the situation again. I was told that PEM had bought Sante, but that part of the purchase contract was that the gift certificates stayed with the prior owners of Sante at their new location, Sante Cove. It is ridiculous that they did not share this prior to the massage, and lied about the prior owners no longer being in business. I spoke with a lady named [redacted] on the phone. She said that the misunderstanding was due to a language barrier. I understand that English is a difficult language, but I asked very clear questions, several times and was defintely led to believe that the Sante GC would be honored at PEM. PEM deliberately misled me and failed to compromise.Desired Settlement: I paid $86 for the massage. I would like reimbursement for that amount.

Business

Response:

Before the year of 2014, this business was called Sante Day Spa, which was owned by [redacted]. We bought this business from [redacted] in August, 2013, and renamed it as Positive Energy Massage (PEM). On the first visit of the customer, we clearly told Ms. [redacted] that this business was Sante Day Spa, but we purchased it last year and now it is called Positive Energy Massage, the same location but definitely different business. We never said the previous owner of the business is still in business. Since PEM also has gift certificate, we told Ms. [redacted] that we do accept gift card, but only for PEM gift card. The gift card of Sante Day Spa was paid to [redacted], the previous owner, and the money was never transferred to us, so it does not make sense for us accepting the gift card from previous business. We did not buy any gift card liability from Sante Day Spa, according to our contract. In no circumstances we said or implied we accept gift card of Sante Day Spa. We are sorry about the misunderstanding between Ms. [redacted] and us. Since Ms. [redacted] didn't inform us she would use a gift certificate of Sante Day Spa before she got massage service, we're sorry that we had to make her pay for the service separately.

Best Regars,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am disappointed in the response by PEM. I asked specifically if the new business honored the Sante gift cards PRIOR to the massage and was told that they would accept the gift card. I understand that when a business is purchased sometimes gift cards are honored and sometimes they are not part of the contract and remain with the prior owner. That is why I asked the specific question more than once to confirm, both over the phone when making the appointment and when I arrived at the massage appointment. I was told that PEM purchased Sante, was the same business and would accept SANTE gift cards. I also asked if the prior owners were in business and was told they were no longer in business, that PEM had purchased the complete business. This is confirmed by PEM's response to my Revdex.com complaint. Only after I went back to further discuss this concern was I told that the prior owner was still in business and had maintained the gift cards through the purchase of the business. I am still very frustrated that I was told one thing prior to the massage and a different story after the massage.