Southwest Institute of Natural Aesthetics

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 spoke with [redacted] from swina on Tuesday, and she said according to you the case had been resolved, but that is not true from my point of view. When I bought the necklace and cross in the  1980's I would guess I spent about four  hundred dollars. To replace the necklace at the current price of gold, it would be a bit more. They are not offering to pay me anything. They are offering services at their salon. So, if you keep in mind that these are students that are providing the services, it really does not amount to much.

Regards,

Thank you for informing us of this complaint.  We have researched this incident fully, and have provided details below. We are very sorry that this client did not reach resolution as we had thought.

On April 16, 2012, [redacted] was a client in our student spa.  Later...

that morning, [redacted] contacted us to let us know she had left her necklace in a treatment room.  At the time of the phone call, the front desk staff found a necklace in the lost and found drawer and told [redacted] that a necklace had been found.    Later the same day, another client called in and also said she had left her necklace in the clinic after her appointment.  The front desk staff asked for a description of the necklace, and the description the client gave matched that of the necklace from the drawer.  After realizing there were two clients missing items, we did a thorough search of the entire clinic.  Unfortunately, [redacted]’s necklace was not found.  There was an immediate staff meeting called, and all employees were instructed to always get a full description of any lost items before clients were ever informed they were found.

Our spa Director, [redacted] called [redacted] immediately to let her know that the necklace found was the other client’s.  He left a voicemail explaining the situation and apologized for the miscommunication. After not hearing back from [redacted], [redacted] also sent her an email letting her know the situation.   We did not hear back from [redacted] until June 6, 2012.  Again, we explained the situation and apologized that we should have asked for a description before telling her that we had her necklace. We posted several notices offering a reward.  We also offered [redacted] a complimentary visit at which time we felt the situation had been handled.  We have not heard from [redacted] since.  We have had front desk staff changes since then, and if asked, they might not know [redacted] as a prior employee.  

We sincerely apologize for the miscommunication.  We understand [redacted]’s frustration in losing her necklace, and we wish it had been found in our facility.  [redacted] has been a long time client of ours since 2009 and we regret that this situation has kept her from returning.  

Sincerely,

Executive Director

Dear [redacted],

We understand that there is a lot of sentimental value connected to the necklace that was lost. In exchange for our initial offer of $300.00 worth of services, we will be sending you a check in the amount of $300.00. Your client satisfaction is important to us.  If you have any questions, feel free to contact me directly at ###-###-####. 

Warmest Regards,

Executive Director

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

I spoke with [redacted] at swiha  on Friday afternoon and sent her the original e mail they sent me. She will look into it and get back to me next week.                                

Thanks [redacted]

Sent from my iPhone

Review: In April of 2012 I left a necklace and gold cross by accident after a facial. [redacted] an employee sent an e mail about this. When I called she was the one to answer the phone and remembered the incident, but could not find the necklace. She told me to callback during the day and once again they could not find it, but would check into the matter. I then drove over there and that is when I saw them open an unlocked drawer at the desk but it was not there. Then they were denying that the incident had ever happened, repeatedly First there was a necklace but the owner had claimed it. Only because I had an actual e mail did they even admit to it. But denied any responsibility.I suggested they post a reward, which they agreed to and they offered me a free facial. The necklace and cross was gold,at least worth 500.00.Desired Settlement: An apology would be a start. I talked to three or four people on the phone and they all lied about what had happened. they didn't know [redacted] and then admitted she was an employee but didn't work there anymore They were rude and would argue with me They should lock up any valuables they find in a safe place. I know this has been two years and not much can be done. I still have the e mail and their phone call offering a reward and facial

Business

Response:

Thank you for informing us of this complaint. We have researched this incident fully, and have provided details below. We are very sorry that this client did not reach resolution as we had thought.

On April 16, 2012, [redacted] was a client in our student spa. Later that morning, [redacted] contacted us to let us know she had left her necklace in a treatment room. At the time of the phone call, the front desk staff found a necklace in the lost and found drawer and told [redacted] that a necklace had been found. Later the same day, another client called in and also said she had left her necklace in the clinic after her appointment. The front desk staff asked for a description of the necklace, and the description the client gave matched that of the necklace from the drawer. After realizing there were two clients missing items, we did a thorough search of the entire clinic. Unfortunately, [redacted]’s necklace was not found. There was an immediate staff meeting called, and all employees were instructed to always get a full description of any lost items before clients were ever informed they were found.

Our spa Director, [redacted] called [redacted] immediately to let her know that the necklace found was the other client’s. He left a voicemail explaining the situation and apologized for the miscommunication. After not hearing back from [redacted], [redacted] also sent her an email letting her know the situation. We did not hear back from [redacted] until June 6, 2012. Again, we explained the situation and apologized that we should have asked for a description before telling her that we had her necklace. We posted several notices offering a reward. We also offered [redacted] a complimentary visit at which time we felt the situation had been handled. We have not heard from [redacted] since. We have had front desk staff changes since then, and if asked, they might not know [redacted] as a prior employee.

We sincerely apologize for the miscommunication. We understand [redacted]’s frustration in losing her necklace, and we wish it had been found in our facility. [redacted] has been a long time client of ours since 2009 and we regret that this situation has kept her from returning.

Sincerely,

Executive Director