Security Technologies of the Palmetto (STOP)

Complaint: [redacted] I am rejecting this response because:I am completely stunned by the gross unprofessionalism and complete misrepresentation of the facts.Their first paragraph does not even address what happened with me I was not a telephone inquiry My husband bought a gift card for me I made a telephone call to make the appointment The whole big picture here is that Massage Heights was at fault for not clarifying with the purchaser how many times I had been there so they could charge us the right amount This was their error, so they should have been more forgiving and understanding and practiced good customer service and let it go and explain to me that next time I would be charged the full amount But instead they are being immature and using phrases like, "We don't interrogate our customers when they come in" There is a difference between clarifying and interrogating There wouldn't have been a problem if they would have 'clarified' before hand.They also say they wouldn't be able to stay in business if they only charged $for 1/massage Uh I didn't pay $ The gift card was $and they wanted $so the difference is $ That is what this is about,a difference of $49.00.Lastly, I like how they say that I have "forced" several people to deal with my dissatisfaction Again, another example of unprofessionalism Most businesses make an attempt to resolve an issue where the customer is upset or dissatisfied But they were "forced" to deal with me and they did so by threatening to call the cops, so yes, I lost my temper And then they end by saying that my dissatisfaction was really due to the amount that my husband purchased on the gift card, "which seems to be the real issue." Interesting way to put a spin on it, trying to come up with any reason for it not really being their fault, when they know it was Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I put a check in the mail weeks ago I don't want this to take up any more of my time And of course I don't want to have a record Again, if they so desperately need their $instead of having a satisfied customer, then so be it I will never ever step foot in this establishment again
Regards,
*** ***

When a Massage Heights Retreat receives a telephone inquiry requesting an appointment, our policy is not to have our Lifestyle Consultants ask the caller how they are going to pay for the services they receive at our Retreat.  Instead they ask the date and time requested, the length of time...

they would like to be served, 30 minutes, one hour, an hour and a half, or two hours, and are asked about the type of pressure or modality of the massage being requested, and if there are additional services being requested, such as Hot Stone Therapy, Facial Massage, or Reviving Foot Scrub.  They are also trained to find out if the person is experiencing any specific pain or stress, information that will help our Massage Therapists delivery the ultimate experience.  When a person actually arrives at a Massage Heights Retreat, they are not interrogated as to how they will pay for the services they about to receive.  If a person has booked several services, these will all be delivered in a minimum of 30 minutes up to two hours, but of course each Elevated services is priced accordingly.  It is unfortunate that the Gift Card received by this guest did not cover all of the services she booked for herself.  Our services are already discounted and are affordable because of our membership model.  We feel confident that no company could stay in business by offering a one and a half hour massage for $49.00 as the industry standard would be approximately $100 or more, and would not include the price for Hot Stone Therapy.  We regret that the guest chose to lose control of her temper and state she wasn't paying for the services she booked for herself and that the smaller amount she received on the Gift Card was not enough to cover her order.  If she had not left the premises without paying for the products and/or services she received, then Massage Heights would not be in the position of involving the authorities.  We hope she will cooperate and reduce the amount of stress that this incident has already caused to several people who have been forced to deal with her dissatisfaction over the amount of her gift from her husband, which seems to be the real issue here.  We do not tolerate this kind of behavior and have followed the instructions given by the Austin Police Department and the Legal Department and owners of this location.  We welcome any effort on this guest's part to resolve this issue before this charge goes on her record as this was not stolen because of a financial need caused by a medical emergency or lost job, as far as we know; it was caused by her embarrassment and refusal to pay for what she took from our company.

Complaint: [redacted]
I am rejecting this response because:I am completely stunned by the gross unprofessionalism and complete misrepresentation of the facts.Their first paragraph does not even address what happened with me.  I was not a telephone inquiry.  My husband bought a gift card for me.  I made a telephone call to make the appointment.  The whole big picture here is that Massage Heights was at fault for not clarifying with the purchaser how many times I had been there so they could charge us the right amount.  This was their error, so they should have been more forgiving and understanding and practiced good customer service and let it go and explain to me that next time I would be charged the full amount.  But instead they are being immature and using phrases like, "We don't interrogate our customers when they come in".  There is a difference between clarifying and interrogating.  There wouldn't have been a problem if they would have 'clarified' before hand.They also say they wouldn't be able to stay in business if they only charged $49 for 1 1/2 massage.  Uh I didn't pay $49.  The gift card was $110.99 and they wanted $150.99 so the difference is $49.  That is what this is about,a difference of $49.00.Lastly, I like how they say that I have "forced" several people to deal with my dissatisfaction.  Again, another example of unprofessionalism.  Most businesses make an attempt to resolve an issue where the customer is upset or dissatisfied.  But they were "forced" to deal with me and they did so by threatening to call the cops, so yes, I lost my temper.  And then they end by saying that my dissatisfaction was really due to the amount that my husband purchased on the gift card, "which seems to be the real issue."  Interesting way to put a spin on it, trying to come up with any reason for it not really being their fault, when they know it was.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that  although I do not completely agree with what they wrote, because I never received written notice as required by the contract, Massage Heights has offered me an option that suits me.  I am satisfied with the resolution. 
Regards,
[redacted]

We are truly distressed that this this guest has chosen to leave the premises without paying.  It created much pain and regret to our team members and management and owners to proceed with charges for "theft of services" as documented by the Austin Police Department.  We were generous with our request and time period allowed this guest to make payment.  We even extended the opportunity to pay and are still awaiting payment.  She has stated to the Austin Police Department she will be paying but we have received nothing to our knowledge at this time.  The guest has been legally and properly notified of the balance she owes this company for services which she received and did not pay.  If she had not walked out of the business, we would not have been forced to call the authorities and seek legal advance as to how to handle this first incident of theft we've ever had to handle in 50 years of business ownership of all kinds.  The ownership of this business refuses to tolerate this kind of behavior and lack of respect of the young women who were on duty, the professionally licensed therapist who was not paid for services except by the owners of the business, the tip the therapist would have received based on payment as there was no comment or complaint that the services delivered were unsatisfactory.  We feel we must protect the staff members from future theft of services and have been put in the position of setting an example of honor and integrity by demanding payment for services rendered.It is correct that the balance owed is $49.99 and we hope the guest will understand we stand on principle and demand payment.  It is also correct that a guest may visit our establishment one time and receive the introductory rate which is heavily discounted from the retail rate for services.  At that time they are shown what the retail rate will be if they return for services without becoming a program holder (member).   If a guest is invited back by our staff, they may receive a second introductory rate and are advised at that time that the retail prices will be higher if they return for services and are not a program holder (member).  This is our final presentation and allowance of the introductory rate.  After that second appointment, the guest will and does regularly pay the retail rate.  Many people choose to do so rather than sign a long-term contract for 90 days, six months of 12 months.  This guest was well aware she had visited our establishment before and therefore would be charged the retail rate.  If we allowed the purchase of a Gift Card to be used by the general public as if they were program holders (members), no one would ever feel they needed to become a program holder.  Our entire model is commonly known as a membership based model and our guests are educated to this on this introductory visit(s).  We regret this entire incident.