Tannersville Physical Therapy & Wellness

I just read the merchant's response to this Revdex.com Claim and immediately tried to reach out to the author of the letter however she was in a meeting and could not take my call I asked the person who answered the phone if there was anyone else available that could address my refund issue since I only want closure on this lingering issue She stated that no one else was available to address this matter She, name not provided or requested by me, took my home telnoand stated that someone would get back to me today When this refund is issued I will notify the Revdex.com Until which time, this is still an open complaint [redacted] *** [A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

I just read the merchant's response to this Revdex.com Claim and immediately tried to reach out to the author of the letter however she was in a meeting and could not take my call I asked the person who answered the phone if there was anyone else available that could address my refund issue since I only want closure on this lingering issue She stated that no one else was available to address this matter She, name not provided or requested by me, took my home telnoand stated that someone would get back to me todayWhen this refund is issued I will notify the Revdex.com Until which time, this is still an open complaint [redacted] *** [A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

November 10, 2015Dear [redacted]:I am writing to you to address the complaint as filed by [redacted]. [redacted] purchased our holiday Massage special December 19, 2014, Gift Certificate # [redacted].The package special was “Buy 4 Massages and get the 5th FREE” for only $280.00. It was clearly stated on the...

website, the promotional flyer, which was on the window of the Front Desk where she made her purchase, and on the certificate itself: “All Sales Final. No Returns, Refunds or Exchanges.”While she maintains she would have never made the purchase had she known the practitioner’s hours, that does not substantiate nor support her request for a Refund. The Massage Therapist’s hours were clearly delineated on the TannersvillePT.com website. [redacted] never inquired as to the hours of availability, nor did she peruse the website[redacted] called to book the first of her five massages for January 27, 2015. In order to accommodate her long commute from work in New Jersey, our Massage Therapist agreed to see [redacted] at 6:30 PM. This supports our determination to cooperate with [redacted] as the Massage Therapist's hours at that time were Tuesdays and Thursdays, 1:00 - 6:00 PM, with the last massage booking at 5:00 PM. Due to inclement weather and illness issues, this appointment was canceled and rescheduled twice (1/27/15, 2/3/15 - both at 6:30 PM). Finally, she was able to have her massage appointment on February 10, 2015 at 6:30 PM.When [redacted] called in August to request a refund for the balance of the unused massages, our policy was iterated: “All Sales Final. No Returns, Refunds, or Exchanges.” She maintained that she was relocating to upstate New York in four weeks and needed this money back as she would have no time to use the last four massages.I explained to her that our massage therapist modified her hours back in April to be Tuesdays and Thursdays, 3:00 - 7:00 PM, with the last massage booking at 6:00 PM. I also explained that it would be no problem to have a 6:30 PM or 7:00 PM appointment to again accommodate her commute and work schedule. She responded, “How am I supposed to use 4 massages in 4 weeks?” I replied, ‘It's not unheard of for patients and clients to have a weekly massage. You could use these up at the rate of one per week.” [redacted] became very upset with this suggestion and abruptly hung up. A few days later, she called the office and spoke with our Physical Therapy Aide, Jesenia A. Since Jesenia was not aware of the prior conversations concerning this package purchase and this client, she offered to extend the expiration date by six months. This did not appease [redacted] as she was intent on getting a complete refund.Subsequent to this call, [redacted] stopped into the office during the lunch break, 12:00 -1:00 PM, and confronted Georgine T[redacted], LPT. Georgine assured [redacted] she would look into the matter and get back to her. Once Georgine was apprised of the situation, she asked Jesenia to call [redacted] back and explain the policy once more and again offer to accommodate her with later than posted massage appointments and an extension on the expiration date. Again, [redacted] balked at these offers. She wanted a Refund.Her final attempt via phone resulted in our agreeing to refund the balance of $200.00 with the stipulation she come in the office to process this transaction. This request was to protect us from further accusations by [redacted] that we used her credit card for other charges, identity theft, etc. In fact, when she did show up to process this Refund, Kenneth Todd, Vice President, requested to take a copy of her Driver’s License to verify and prove her identity and protect us from claims of fraudulent charges. At this point she complained about only receiving a Refund of $200.00. It was explained to her that from the original charge of $280.00, she used one massage that left a balance of $210.00. Of this balance, we would refund $200.00 given the merchant fee we would incur for the transaction. This was completely fair and within our rights considering we were giving a Refund in spite of our clearly stated policies.[redacted] became agitated and raised her voice demanding the full $210.00. In an effort to diffuse the situation and prevent our patients from witnessing a scene, Mr. Todd requested she leave the premises.It should be noted that [redacted] threatened to “bad mouth” our practice on the Internet. She said this to Georgine in person and on the phone to Jesenia. We should not have to tolerate such a bullying tactic, especially from someone who is completely in the wrong in this situation.In conclusion, our offer to refund the $200.00 is still valid.Thank you for your time in this matter.Kind Regards,Laura HMarketing/Administrative Assistant

I just read the  merchant's response to this Revdex.com Claim and immediately tried to reach out to the author of the letter however she was in a meeting and could not take my call.  I asked the person who answered the phone if there was anyone else available that could address my refund issue since I only want closure on this lingering issue.  She stated that no one else was available to address this matter.  She, name not provided or requested by me, took my home tel. no. and stated that someone would get back to me today. When this refund is issued I will notify the Revdex.com.  Until which time, this is still an open complaint.   [redacted] [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I just read the  merchant's response to this Revdex.com Claim and immediately tried to reach out to the author of the letter however she was in a meeting and could not take my call.  I asked the person who answered the phone if there was anyone else available that could address my refund issue since I only want closure on this lingering issue.  She stated that no one else was available to address this matter.  She, name not provided or requested by me, took my home tel. no. and stated that someone would get back to me today. 
When this refund is issued I will notify the Revdex.com.  Until which time, this is still an open complaint.   
[redacted] 
[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

November 10, 2015Dear [redacted]:I am writing to you to address the complaint as filed by [redacted] purchased our holiday Massage special December 19, 2014, Gift Certificate # [redacted].The package special was “Buy 4 Massages and get the 5th FREE” for only $280.00....

It was clearly stated on the website, the promotional flyer, which was on the window of the Front Desk where she made her purchase, and on the certificate itself: “All Sales Final. No Returns, Refunds or Exchanges.”While she maintains she would have never made the purchase had she known the practitioner’s hours, that does not substantiate nor support her request for a Refund. The Massage Therapist’s hours were clearly delineated on the TannersvillePT.com website. [redacted] never inquired as to the hours of availability, nor did she peruse the website[redacted] called to book the first of her five massages for January 27, 2015. In order to accommodate her long commute from work in New Jersey, our Massage Therapist agreed to see [redacted] at 6:30 PM. This supports our determination to cooperate with [redacted] as the Massage Therapist's hours at that time were Tuesdays and Thursdays, 1:00 - 6:00 PM, with the last massage booking at 5:00 PM. Due to inclement weather and illness issues, this appointment was canceled and rescheduled twice (1/27/15, 2/3/15 - both at 6:30 PM). Finally, she was able to have her massage appointment on February 10, 2015 at 6:30 PM.When [redacted] called in August to request a refund for the balance of the unused massages, our policy was iterated: “All Sales Final. No Returns, Refunds, or Exchanges.” She maintained that she was relocating to upstate New York in four weeks and needed this money back as she would have no time to use the last four massages.I explained to her that our massage therapist modified her hours back in April to be Tuesdays and Thursdays, 3:00 - 7:00 PM, with the last massage booking at 6:00 PM. I also explained that it would be no problem to have a 6:30 PM or 7:00 PM appointment to again accommodate her commute and work schedule. She responded, “How am I supposed to use 4 massages in 4 weeks?” I replied, ‘It's not unheard of for patients and clients to have a weekly massage. You could use these up at the rate of one per week.” [redacted] became very upset with this suggestion and abruptly hung up. A few days later, she called the office and spoke with our Physical Therapy Aide, Jesenia A. Since Jesenia was not aware of the prior conversations concerning this package purchase and this client, she offered to extend the expiration date by six months. This did not appease [redacted] as she was intent on getting a complete refund.Subsequent to this call, [redacted] stopped into the office during the lunch break, 12:00 -1:00 PM, and confronted Georgine T[redacted], LPT. Georgine assured [redacted] she would look into the matter and get back to her. Once Georgine was apprised of the situation, she asked Jesenia to call [redacted] back and explain the policy once more and again offer to accommodate her with later than posted massage appointments and an extension on the expiration date. Again, [redacted] balked at these offers. She wanted a Refund.Her final attempt via phone resulted in our agreeing to refund the balance of $200.00 with the stipulation she come in the office to process this transaction. This request was to protect us from further accusations by [redacted] that we used her credit card for other charges, identity theft, etc. In fact, when she did show up to process this Refund, Kenneth Todd, Vice President, requested to take a copy of her Driver’s License to verify and prove her identity and protect us from claims of fraudulent charges. At this point she complained about only receiving a Refund of $200.00. It was explained to her that from the original charge of $280.00, she used one massage that left a balance of $210.00. Of this balance, we would refund $200.00 given the merchant fee we would incur for the transaction. This was completely fair and within our rights considering we were giving a Refund in spite of our clearly stated policies.[redacted] became agitated and raised her voice demanding the full $210.00. In an effort to diffuse the situation and prevent our patients from witnessing a scene, Mr. Todd requested she leave the premises.It should be noted that [redacted] threatened to “bad mouth” our practice on the Internet. She said this to Georgine in person and on the phone to Jesenia. We should not have to tolerate such a bullying tactic, especially from someone who is completely in the wrong in this situation.In conclusion, our offer to refund the $200.00 is still valid.Thank you for your time in this matter.Kind Regards,
Laura H
Marketing/Administrative Assistant