Urban Escape Massage & Bodywork

Complaint: [redacted]
I am rejecting this response because your attendant was rude to me. There is no way I would ever return to that place of business nor would I even remotely transfer my service to anyone else. Refund my money as I will not use there services out of fear of reprisal for myself or any other interested parties.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Ms. [redacted] has been in multiple times for services at Urban Escape.  Every time a client schedules an appointment, we notify them of our cancellation policy.  We also do reminder calls two days in advance of appointments, and again remind clients of our cancellation policy at that time....

 Our cancellation policy is also clearly stated on our website (Policies tab), as follows:  If you are unable to keep your appointment, please call to notify us at least 24 hours in advance, if possible.  Missed appointments without prior notice given may be charged the full fee for the scheduled service. On 8/27/15, Ms. [redacted] called early on the day of her appointment, to notify us that she would not be able to keep her appointment.  She was informed by our receptionist, Monica, that due to the late cancellation, she would owe a fee of $32.50 if unable to keep her appointment.  She became very hostile and stated that she would not pay the fee.  Again - we notify clients both at time of appointment scheduling and again when we call to remind them of the appointment, that a late cancellation fee will apply, so Ms. [redacted], having been seen at Urban Escape several times prior to this date would have been well aware of our late cancellation fee.  Ms. [redacted] continued to become rude and hostile toward Monica, and began demanding a refund of her prepaid services (purchased earlier in the month) so Monica asked her to hold for a manager.  Our Client Relations Manager, Stephanie, then spoke with Ms. [redacted].  Again, Ms. [redacted] was rude and hostile toward Stephanie, informing her that she would not pay a late cancellation fee, and demanding a refund of her prepaid services.  Stephanie restated that a late cancellation fee is customary when clients cancel their appointments without 24 hours notice, but since this was the first time this has happened with Ms. [redacted], we would be happy to waive the fee this time, so long as she is aware that if she were to cancel a future appointment without appropriate notice, the late cancellation fee would apply.  This is a standard practice courtesy that we extend to all clients the first time they cancel an appointment without appropriate notice.Ms. [redacted] then continued to be rude and hostile toward Stephanie, demanding a full refund of her prepaid services.  Our refund policy is also clearly stated on our website, as follows:Return/Refund PolicyNo refunds on Gift Certificates, services or products, and you must be 18 years or older to purchase gift certificates.   Gift certificates may, however, be transferred to an individual other than the individual they were purchased for.Stephanie then told Ms. [redacted], again, that we are happy to waive the late cancellation fee and reschedule her appointment for another date.  Ms. [redacted] refused, insisting upon a refund. Stephanie informed Ms. [redacted], again, of our refund policy.  Ms. [redacted] states, in her complaint, that "If I do not receive the
services they must refund the money."  Urban Escape is not refusing to provide the services that Ms. [redacted] purchased, and we have offered her several times to schedule another appointment at a date and time that works for her. Ms. [redacted] was also informed that if she does not wish to use her prepaid services, she can let someone else use them.  If there were extenuating circumstances making it impossible for Ms. [redacted] to use her prepaid services, we would consider making an exception to our refund policy.  However, that is not the case, so at this time, there is no other action that is warranted by Urban Escape.