Complaints

• Initial Complaint

  07/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a gift certificate for a couples massage, when I finally was able to schedule ( because they never had appointments) the moment I was going in my daughter got sick on the bus so we had to leave. The receptionist was able to give us another time but told me that it didnt matter of the date they would call a week before to confirm and at that time I could reschedule because I told him I didnt know my schedule and was on my way to get my vomiting daughter off the bus so I was not aware of my schedule, I was AGAIN told thats ok, when they call to confirm you can change as needed. They never called till an hour past my appointment time to see if I was on my way, I said no because they never called me to confirm. When I tried to contact a manager I had to wait a month to speak to someone. I was told they would not let me reschedule and took the money from my gift card even though they agreed they should have called before the appointment to confirm.

  Business response

  07/22/2022

  Thank you for the opportunity to respond to this feedback.

  June 12: As the manager on duty the day ****** and her husband *** did not show up for their appointments, I contacted both of them by phone 10 minutes into their appointments to ask if they were on their way. *** said he didnt know anything about it and didnt make an appointment. I suggested that possibly his wife had made the appointment. He said if that was the case, he never got confirmation. I let him know that he did receive confirmation by text. I then explained our cancellation policy (which is stated in all Release appointment confirmations). He was angry about the policy.
  ****** responded to my June 10th call by text that she had a family emergency.
  July 6th: I called ****** immediately after Release owner, *************************** told me that ****** had asked ***** to contact her. ****** said she was surprised to get my call on June 10th asking if she and *** were on their way. She said shed gotten no confirmation and was at a field day with her son (although texted on 6/10 that it was a family emergency). I let her know that they did get a text and email confirming the rebooking in April, and then explained that I had to abide by our cancellation policy as it ensures that massage providers get paid. She said it made sense and she understood.
  July 7th: I returned a call from ******'s husband, ***. He complained about not getting a refund. I explained the cancellation policy and let him know that we had given them a break the first time they canceled because same-day cancellations normally incur a 50% charge. And No-shows incur the full charge. 
  In response to a negative review ****** left online, below is how the owner, *************************** responded. (I am the Manager she refers to in paragraph 2.)

  
  Please let me know if you have any questions or would like documentation.

  
  Best,
  ***********************
  Guest Services Manager
  ------------
  Thank you for sharing feedback about your Release experience. I am sorry to hear you were disappointed by the customer service you received. Our team strives to provide exemplary guest service and I know this was their intent in their interactions with you and ***.
  After speaking with the Manager who has been working with you, my understanding is that you and *** were originally scheduled for a duo massage on April 29th. You called 10 minutes prior to your appointment to cancel because your child was ill. Our guest services team made an exception to our cancellation policy due to your circumstances and rescheduled you to the day and time you requested on the afternoon of June 10th.  You were sent a confirmation email and *** a confirmation text with the day and time of the new appointments at the time of rebooking.  You did not show up for these appointments and when contacted, you both indicated that you didn't know about the appointments. For a second time, the service providers scheduled to provide your duo massages had canceled appointments on fully booked days with waiting lists. When the ***** Services Manager called you yesterday, you indicated that you understood the need for the cancellation fee to compensate the providers
  I hope this helps clarify why you were not refunded for the second missed appointments and again, I appreciate your feedback.
  -----

  
  

  Business response

  07/26/2022

  Please note, the first date in the response should read June 10th, not June 12th.

  Customer response

  07/26/2022

   
  Complaint: ********
  
  I am rejecting this response because:

   

  there was actually no confirmation call or text before the June 10 appointment as we were told there would be.  We did not receive the text that they claim.  Im not saying we arent at fault for not showing up, but if a confirmation call would have been nice, they even admitted that was overlooked.  
  
  Sincerely,
  
  ***********************

  Business response

  07/27/2022

  Attached are text and email confirmations sent to ****** and her husband, *** after the booking was made.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩