Pro-Nail Spa

To Whom It May Concern: April 6, I am following up with the letter I have received from your companyMy name is [redacted] and people refer to me as ***, and I am the current owner/manager of Pronails and SpaI will be explaining you the situation from my point view and how it actually occur at my establishment, however before I get in detail I would like to inform you that I don't hire people underage, all my employees over the age of I am very well aware of the state laws, and when serving alcoholic beverages we do check the ID of each individualThe drinks are complimentary, and we only provide one alcoholic beverage per client, which is only half a cupWe only serve wine and mimosas as our alcoholic beveragesAs far as the complaint of the client, I would like to let you know that I was presented at the situation, and I was the one who spoke to herOur salon is very organized, we have receptionist, cleaning people, manager, and nail technicianWhen this client walked into the salon she was greeted by the receptionist, and the young man she’s referring to is my under training receptionist who sets up client for the nail technicianOnce she was settled, I was the one who spoke to her about her serviceShe said she wanted a quick service, which most salons provide but at Pronails we prefer taking our time and provide quality services to our clientsAs far as this client, she previously had a gel manicure which was outgrown more than half of her nailsShe asked for a regular manicure which is $13, and includes soaking of hands in warm soapy water, nail trimming and shaping, cuticle trimming, cuticle oil, warm towel, massage with lotion, and regular polishSince this client had gel manicure and wanted to switch to a regular manicure there is charge of extra $to remove the gel manicureTo remove any type of nail enhancement we charge $10, but if the client is getting a manicure or different type of nail enhancement we only charge $for the removalBefore we start any service on clients we explain the prices in detail, so there won't be any confusion at the endI personally explained all the prices to this clientAfter I explained her the prices and everything was cleared, she was served by one of my nail technicianAs the service in process, before we polish our clients nails we ask them to pay because it’s regular polish and we don't want to them to mess up their nailsSo this client paid $for her service and tip her technician $Now tips are clients personal choice, the business has nothing to do with itAlso when the client is paying the receptionist do ask if they are satisfy with their service, if the client is not we try to fix it and make a better experience of our clientsIn this case this client was satisfied with her serviceAfter her service was done, she was assisted to sit under the dryer, and we do not rush our clientsThey can sit under the dryer as long as they wishOn March 31, this client came back with a complaint, which I handle personallyShe said her nail polish completely came off in less hours, which is impossibleI have in this for awhile, and regular polish will not come off completely unless you remove it with acetoneI can believe one or two nails chipping, but the polish came of completely is impossibleShe asked for a refund, and I refused because there was nothing wrong with nails, the polish was taken off with acetoneI did offer to polish her nails at no cost but she refused, and argued with me, and insisted for a refundIf we did anything wrong I would refunded her money, we did our job and I don't think it's fair for the business to refund money for a well done serviceHonestly, $is not a big deal but I believe if I refund a well done service, people well get used to getting free services, and it's not fair to my business or my employeesI hope you understand where I am coming fromWe try our best to make each client happyIf you have any questions and concern feel free to contact me via emailI will be attaching a copy my license, the technician’s license who served this clientIf any other documents are needed please let me knowThank you.Sincerely; [redacted] ***

To Whom It May Concern: April 6, 2017 I am following up with the letter I have received from your company. My name is [redacted] and people refer to me as [redacted], and I am the current owner/manager of Pronails and Spa. I will be explaining you the situation from my point view and how it...

actually occur at my establishment, however before I get in detail I would like to inform you that I don't hire people underage, all my employees over the age of 18. I am very well aware of the state laws, and when serving alcoholic beverages we do check the ID of each individual. The drinks are complimentary, and we only provide one alcoholic beverage per client, which is only half a cup. We only serve wine and mimosas as our alcoholic beverages. As far as the complaint of the client, I would like to let you know that I was presented at the situation, and I was the one who spoke to her. Our salon is very organized, we have receptionist, cleaning people, manager, and nail technician. When this client walked into the salon she was greeted by the receptionist, and the young man she’s referring to is my under training receptionist who sets up client for the nail technician. Once she was settled, I was the one who spoke to her about her service. She said she wanted a quick service, which most salons provide but at Pronails we prefer taking our time and provide quality services to our clients. As far as this client, she previously had a gel manicure which was outgrown more than half of her nails. She asked for a regular manicure which is $13, and includes soaking of hands in warm soapy water, nail trimming and shaping, cuticle trimming, cuticle oil, warm towel, massage with lotion, and regular polish. Since this client had gel manicure and wanted to switch to a regular manicure there is charge of extra $5 to remove the gel manicure. To remove any type of  nail enhancement we charge $10, but if the client is getting a manicure or different type of nail enhancement we only charge $5 for the removal. Before we start any service on clients we explain the prices in detail, so there won't be any confusion at the end. I personally explained all the prices to this client. After I explained her the prices and everything was cleared, she was served by one of my nail technician. As the service in process, before we polish our clients nails we ask them to pay because it’s regular polish and we don't want to them to mess up their nails. So this client paid $18 for her service and tip her technician $10. Now tips are clients personal choice, the business has nothing to do with it. Also when the client is paying the receptionist do ask if they are satisfy with their service, if the client is not we try to fix it and make a better experience of our clients. In this case this client was satisfied with her service. After her service was done, she was assisted to sit under the dryer, and we do not rush our clients. They can sit under the dryer as long as they wish. On March 31, 2017 this client came back with a complaint, which I handle personally. She said her nail polish completely came off in less 24 hours, which is impossible. I have in this for awhile, and regular polish will not come off completely unless you remove it with acetone. I can believe one or two nails chipping, but the polish came of completely is impossible. She asked for a refund, and I refused because there was nothing wrong with nails, the polish was taken off with acetone. I did offer to polish her nails at no cost but she refused, and argued with me, and insisted for a refund. If we did anything wrong I would refunded her money, we did our job and I don't think it's fair for the business to refund money for a well done service. Honestly, $18 is not a big deal but I believe if I refund a well done service, people well get used to getting free services, and it's not fair to my business or my employees. I hope you understand where I am coming from. We try our best to make each client happy. If you have any questions and concern feel free to contact me via email. I will be attaching a copy my license, the technician’s license who served this client. If any other documents are needed please let me know. Thank you.Sincerely;[redacted]