Simply Massage & Spa

I am rejecting this response because:There was no prior notification or reminder about the appointmentThe business response if misleading

Initial Business Response / [redacted] (1000, 8, 2015/11/11) */ Ms [redacted] is unhappy that our No Show policy was enforced when she failed to show up for her appointment that she scheduled for May 19, Ms [redacted] was called approximately minutes after the appointment time, and our Front Desk staff spoke with her where she relayed that she did not receive a reminder call so forgot about the appointmentMs [redacted] went on to say that because she did not receive a reminder call she did not feel she owed for the appointmentOur records show that our Front Desk staff did make the reminder call to the same phone number that we spoke to her on, and a confirmation email was also sent to the email we have on file reminding Ms [redacted] of the appointmentMs [redacted] was reminded that the reminder call is a courtesy and does not absolve her responsibility for the scheduled appointment It was explained to Ms [redacted] that our No Show policy is in place to protect the Therapists as they get paid for the sessions they provide and she is booking their time that cannot be recovered when she does not come to the appointment and therefore, we would be upholding our policyThis policy is on our online scheduling page that she scheduled her first appointments with us, it's on our website and it's also on our client intake form that she signed agreeing to this policy In an interest to compromise our Office Manager only charged Ms [redacted] half of the already discounted service fee she would have receivedThis charge was done on May 20thIt was after Ms [redacted] was advised that we were upholding our No Show policy that she then advised our Office Manager that she was unhappy with a previous massage The Office Manager advised that we take customer service very seriously and apologized if her experience did not meet her expectationsAt that time Ms [redacted] was offered a generous discount to try a different therapistMs [redacted] declined our offer Weeks after declining our offer, Ms [redacted] emailed stating that she wanted a refundAfter reviewing the facts, the massage that Ms [redacted] is looking for a refund for happened over months prior to the complaintThe massage she is referring to took place on March 12, Until after May 20th, Ms [redacted] had never lodged a complaint or concern and in fact left a $tip for the therapist and rebooked her May 19th appointment that was missed We have discussed and advised Ms [redacted] of our policy and position numerous timesEach time she has embellished her complaint and threatened to "write bad reviews"It's very inconsistent that someone who is unhappy with a service would wait over months to lodge a complaint, especially after leaving a $tip and scheduling another appointment To be clear, it wasn't until Ms [redacted] was charged the No Show fee that she then lodged the complaint asking for a refund of the service she had over months ago Despite all this, because we do take customer service very seriously, we did make a generous offer to Ms [redacted] , which she chose to decline While it's unfortunate that Ms [redacted] is unhappy with the situation, after considering all the facts we feel that we have been fair and will not be changing our policy or position

Let me clear, that you never spoke to me (Jenny) at any time.  I was not in the office the day of your appointments. You spoke to my Office Manager who informed you of our late cancel policy when you called to cancel less than an hour before your appointments. You still chose not to honor your...

committment, knowing you would be charged 50% of your appointment time. Our policy is in force to protect our therapists from exactly this type of situation. As our therapists are paid based on the services they provide, when you cancel as close to the appointment time as you did, there was no way to get another client to fill that time and the therpaist would have lost that 90 minutes of time that you reserved. Our policy is industry standard, you are advised of it when you book with us and provide your credit card number, it's on our website and it pops up for you when you book online.  You also agreed to the policy in writing upon your first visit with us. We have electonic scheduling that leaves an electronic footprint whenever any thing happens in a file. There is no evidence that your appointments were rescheduled. We also provide 3 different ways of reminding you. We send a text, email and a phone call the day before. Had you cancelled after received any one of these reminders, you would have been within the parameters to not be charged. Just because you are unhappy with our policy does not mean that you were treated rudely, unprofessionaly or in a racist manner. No refund is being offered as you booked our therapist time, which can never be recovered. You chose not to come in even after being advised of the charge and finally, you signed an agreement to this policy.

The complaintant's husband purchased a promotional item at a deeply discounted rate as stated in the complaint.  The purchaser was advised verbally of the terms of the promotion at time of sale, including the expiration and the expiration date of the promotion was also on the receipt of sale....

The complaintant was verbally abusive to both team members that she spoke to and was advised by our Office Manager Kayla that she could speak to the owner after she returned from the holiday weekend. Complaintant chose instead to post inflammatory, untruthful Google review regarding this situation as well as this complaint. Had the complaintant waited 3 days for the owner to return from being out of town during the holdday weekend as she was advised, and discussed her concerns with the owner, owner may have been open to work toward a resolution of the use of the  expired product.   However, after complaintant was verbally abusive to both team members she spoke to and chose to pursue inflammatory, cyber bullying tactics to use an expired product she is now on our do not service list due to her abusive behaviour. We do not respond to bullying tactics and do not allow abusive people back into our business.  We are making a concious decision to no longer engage with this client due to her abusive behaviour. No refund or use of expired product is being offered as terms of promotion were clearly outlined and presented to purchaser at time of sale. It is the responsibility of the purchaser to use the promotion before it expired.

Initial Business Response /* (1000, 8, 2015/11/11) */
Ms. [redacted] is unhappy that our No Show policy was enforced when she failed to show up for her appointment that she scheduled for May 19, 2015. Ms. [redacted] was called approximately 10 minutes after the appointment time, and our Front Desk...

staff spoke with her where she relayed that she did not receive a reminder call so forgot about the appointment. Ms. [redacted] went on to say that because she did not receive a reminder call she did not feel she owed for the appointment. Our records show that our Front Desk staff did make the reminder call to the same phone number that we spoke to her on, and a confirmation email was also sent to the email we have on file reminding Ms. [redacted] of the appointment. Ms. [redacted] was reminded that the reminder call is a courtesy and does not absolve her responsibility for the scheduled appointment.
It was explained to Ms. [redacted] that our No Show policy is in place to protect the Therapists as they get paid for the sessions they provide and she is booking their time that cannot be recovered when she does not come to the appointment and therefore, we would be upholding our policy. This policy is on our online scheduling page that she scheduled her first 3 appointments with us, it's on our website and it's also on our client intake form that she signed agreeing to this policy.
In an interest to compromise our Office Manager only charged Ms. [redacted] half of the already discounted service fee she would have received. This charge was done on May 20th. It was after Ms. [redacted] was advised that we were upholding our No Show policy that she then advised our Office Manager that she was unhappy with a previous massage.
The Office Manager advised that we take customer service very seriously and apologized if her experience did not meet her expectations. At that time Ms. [redacted] was offered a generous discount to try a different therapist. Ms. [redacted] declined our offer.
Weeks after declining our offer, Ms. [redacted] emailed stating that she wanted a refund. After reviewing the facts, the massage that Ms. [redacted] is looking for a refund for happened over 2 months prior to the complaint. The massage she is referring to took place on March 12, 2015. Until after May 20th, Ms. [redacted] had never lodged a complaint or concern and in fact left a $10 tip for the therapist and rebooked her May 19th appointment that was missed.
We have discussed and advised Ms. [redacted] of our policy and position numerous times. Each time she has embellished her complaint and threatened to "write bad reviews". It's very inconsistent that someone who is unhappy with a service would wait over 2 months to lodge a complaint, especially after leaving a $10 tip and scheduling another appointment.
To be clear, it wasn't until Ms. [redacted] was charged the No Show fee that she then lodged the complaint asking for a refund of the service she had over 2 months ago.
Despite all this, because we do take customer service very seriously, we did make a generous offer to Ms. [redacted], which she chose to decline.
While it's unfortunate that Ms. [redacted] is unhappy with the situation, after considering all the facts we feel that we have been fair and will not be changing our policy or position.

I am rejecting this response because:
While I can certainly understand their dissatisfaction in receiving a negative review, I felt compelled to tell other consumers to beware of a business that was clearly taking advantage of their patrons. Although it may have been a passionate cry, it could never have been construed as a cyber bully attack because it was neither derogatory nor untrue. As a consumer, all I’m looking for is my money back for services that were never rendered.

I am rejecting this response because:There was no prior notification or reminder about the appointment. The business response if misleading.