Initial Business Response /* (1000, 9, 2015/05/28) */
Contact Name and Title: *** *** Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pbtmidwest.com
Clearly this is a case of misunderstandingCheyenne has worked for my company for over years and I have heard her explain our
membership options hundreds of times and never in the way the customer describes above*** also offered to waive the *** fee for her that day but the customer insisted that Cheyenne "admit that she was a liar" repeatedly in the lobby in front of our other membersAdditionally to be clear, customers do not pay a prorated amount on the day they sign up they pay the full *** and the prorated amount is charged on the first of the next month based on what day they signed upI would be *** to extend the same offer to waive the *** start up as *** offered but as Cheyenne tried to explain she would have to sign up for our monthly auto bill membership and go through at least one billing cycle (the prorated billing) after that there is no contract or commitmentWe are a Franchise so I do not have the option to offer just one month unlimited for *** There is no such option in our point of sale systemAnother option I would offer would be to give her an additional spray tans if she would prefer to purchase the pack for *** so she would then have tans for *** which is more than a months worth(most customers only spray once a week as the tan lasts appx a weekPlease contact me directly at the email provided and let me know how you would like to proceed and please accept my apology for the miscommunicationI will be sure to go over the protocol with our staff
Initial Consumer Rebuttal /* (3000, 11, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the business's responode to my complaint, The owner *** said, " I insisted that *** "admit that she was a liar" repeatedly in the lobby in front of other customer's"I never once asked *** to "amit that she was a liar." It is clear that the facts have been misrepresentedI would never attack a person's character by asking them to "admit that they are a liar",however, with that being said, I feel like I am being accused of the sameI'm certain I do not want to do business with a company who who is calling me a liar and attacking my character by misrepresenting the facts
Final Business Response /* (4000, 17, 2015/06/12) */
I will not represent that I know exactly what transpired during the phone call or in the lobby as I was not thereI did not mean to sound as if I was accusing the customer of anything nor am I calling anyone a liarI was just trying to share what I was toldAll I have to go on is the complaint by the customer and what I was told by my employee and the customer, who is a fellow business owner, that entered the lobby and overheard part of the conversationShe made a point to tell me the customer was rude and disrespectful to my employeeAt Palm Beach Tan we value our customers and always do everything we can to be ethical and responsibleWe also value our employees and these young adults deserve to be treated with respectIn the customers response she states that she would never attack a person's character yet in the original complaint that is exactly what she has done by saying that she was lied to over the phone about any additional feesWe do not and have not "bait and switch" if you willThe *** start- up fee is on our website and on all of our printed materialsIt makes no sense that an employee would lie about this over the phone knowing that if the customer came in they or another employee would have to deal with itAt this point I don't know what else I can do to resolve thisMy offer for the reduced priced spray tans stands if she should so choose to take advantage and I hope the Revdex.com will understand that the employee offered to do this while she was in the salon to try to make this right for her even though we don't feel that we did anything wrongIt's a shame the Revdex.com has to deal with frivolous complaints over "he said, she said" like thisI'm sure you have real issues to deal withWhile we reserve the right to respond if necessary this will be the business final response to this matter and I hope the Revdex.com will consider this resolved satisfactorily by the business
Final Consumer Response /* (4200, 19, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept the business' proposed resolutionAn apology for being called a liar would be nice, however I can see that is not going to happen and if it did would not be a sincere oneI had stated from the beginning, when a person ask if there are any other fees associated with the cost and you are told "no"; how many other ways could that be interpretedI do agree with the business owner in saying "it is a shame the Revdex.com has to deal with frivolous complaints over 'he said, she said' like this"The business owner repeatedly states that I accused the employee of lying, which I did not at allI honestly believe that this whole transaction has become much more dramatic than needed to beI was never rude to the sales person, however if you think one standing their ground on what they were told is being rude, so be itThe business owner states "at this point I don't know what else I can do to resolve this...we don't feel that we did anything wrong"My suggestion to the business owner would be to start with not calling customers liars and attacking ones charterYou know it is also a shame that this business owner thinks they done nothing wrong and it is okay to attack a person character by calling them a liarVery sad!
Initial Business Response /* (1000, 9, 2015/05/28) */
Contact Name and Title: *** *** Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pbtmidwest.com
Clearly this is a case of misunderstandingCheyenne has worked for my company for over years and I have heard her explain our
membership options hundreds of times and never in the way the customer describes above*** also offered to waive the *** fee for her that day but the customer insisted that Cheyenne "admit that she was a liar" repeatedly in the lobby in front of our other membersAdditionally to be clear, customers do not pay a prorated amount on the day they sign up they pay the full *** and the prorated amount is charged on the first of the next month based on what day they signed upI would be *** to extend the same offer to waive the *** start up as *** offered but as Cheyenne tried to explain she would have to sign up for our monthly auto bill membership and go through at least one billing cycle (the prorated billing) after that there is no contract or commitmentWe are a Franchise so I do not have the option to offer just one month unlimited for *** There is no such option in our point of sale systemAnother option I would offer would be to give her an additional spray tans if she would prefer to purchase the pack for *** so she would then have tans for *** which is more than a months worth(most customers only spray once a week as the tan lasts appx a weekPlease contact me directly at the email provided and let me know how you would like to proceed and please accept my apology for the miscommunicationI will be sure to go over the protocol with our staff
Initial Consumer Rebuttal /* (3000, 11, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the business's responode to my complaint, The owner *** said, " I insisted that *** "admit that she was a liar" repeatedly in the lobby in front of other customer's"I never once asked *** to "amit that she was a liar." It is clear that the facts have been misrepresentedI would never attack a person's character by asking them to "admit that they are a liar",however, with that being said, I feel like I am being accused of the sameI'm certain I do not want to do business with a company who who is calling me a liar and attacking my character by misrepresenting the facts
Final Business Response /* (4000, 17, 2015/06/12) */
I will not represent that I know exactly what transpired during the phone call or in the lobby as I was not thereI did not mean to sound as if I was accusing the customer of anything nor am I calling anyone a liarI was just trying to share what I was toldAll I have to go on is the complaint by the customer and what I was told by my employee and the customer, who is a fellow business owner, that entered the lobby and overheard part of the conversationShe made a point to tell me the customer was rude and disrespectful to my employeeAt Palm Beach Tan we value our customers and always do everything we can to be ethical and responsibleWe also value our employees and these young adults deserve to be treated with respectIn the customers response she states that she would never attack a person's character yet in the original complaint that is exactly what she has done by saying that she was lied to over the phone about any additional feesWe do not and have not "bait and switch" if you willThe *** start- up fee is on our website and on all of our printed materialsIt makes no sense that an employee would lie about this over the phone knowing that if the customer came in they or another employee would have to deal with itAt this point I don't know what else I can do to resolve thisMy offer for the reduced priced spray tans stands if she should so choose to take advantage and I hope the Revdex.com will understand that the employee offered to do this while she was in the salon to try to make this right for her even though we don't feel that we did anything wrongIt's a shame the Revdex.com has to deal with frivolous complaints over "he said, she said" like thisI'm sure you have real issues to deal withWhile we reserve the right to respond if necessary this will be the business final response to this matter and I hope the Revdex.com will consider this resolved satisfactorily by the business
Final Consumer Response /* (4200, 19, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept the business' proposed resolutionAn apology for being called a liar would be nice, however I can see that is not going to happen and if it did would not be a sincere oneI had stated from the beginning, when a person ask if there are any other fees associated with the cost and you are told "no"; how many other ways could that be interpretedI do agree with the business owner in saying "it is a shame the Revdex.com has to deal with frivolous complaints over 'he said, she said' like this"The business owner repeatedly states that I accused the employee of lying, which I did not at allI honestly believe that this whole transaction has become much more dramatic than needed to beI was never rude to the sales person, however if you think one standing their ground on what they were told is being rude, so be itThe business owner states "at this point I don't know what else I can do to resolve this...we don't feel that we did anything wrong"My suggestion to the business owner would be to start with not calling customers liars and attacking ones charterYou know it is also a shame that this business owner thinks they done nothing wrong and it is okay to attack a person character by calling them a liarVery sad!