Complaints

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• Initial Complaint

  Date:08/24/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business is refusing me service due to a missed appointment. I missed this appointment due to an emergency with my child. Brandon S****, who represents LHTA, stated, that I am on a no schedule list due to a missed appointment on August 5, 2022. He also states, I had a missed appointment on July 3, 2022. I never even scheduled an appointment for July 3rd, as we were out of town on vacation. My husband purchased a $300 gift card from this establishment for me as a present, and since they are refusing service, the card can't be used. I asked for this gift card to be refunded, and the business is refusing to do so. Mr. S**** has been extremely rude and unprofessional and has made threats to myself and my husband.

  Business Response

  Date: 08/30/2022

  I am the director of Laurel Highlands Therapeutic Academy and I do recall the incident listed.
  
  We have never refused service to ****** ******. Mrs. ****** has a record of no call no shows and she has been warned that she would have to pay for no shows. Our policy states that if you do not cancel your appointment 24 hours in advance, you will be charged for the missed appointment. However, if there is an emergency, we will cancel the appointment with no problem. We have excused previous no call no shows. This is an ongoing thing. We try to work with all our clients because we gain business by word of mouth. We have not done much in the advertising field. Our staff and students depend on the clinic for the hours need for the state and department of education for massage therapy. Also, staff come in to make a living. So, if we don’t have our policy in place then the school will shut down because people can call off or no show anytime they please. We do have our cancellation policy displayed on the wall here as well. We informed Mrs. ****** that we give no refunds on gift cards and gift certificate purchases. We will honor all gift cards and gift certificates and in which she may use the gift card to purchase or pay for missed appointments. I did speak to Mr. ****** as well; we had a quick and pleasant conversation. I called him to confirm his appointment and he could not make it. I told him that he would be charged for the missed appointment. He said OK and that he would reschedule. That was the end of that conversation. There was no yelling and or threats. We are in a massage therapy school where massages are in session. There is no way for me to yell at anyone without interruption of a client’s service, as the walls are very thin in each room. I have not spoken with ****** to have mad any threats to her. All our interaction were done via messenger which will be enclosed. Mrs. ****** has publicly been dishonest about everything that has happened to make our business look bad and cause problems here because of her choices. We did inform here that we had the documents as everything was done electronically. Whenever we create, an appointment is automatically sent to the person. One day before the appointment a reminder is sent via email or text message and if in the system it will send to both. Mrs. ****** put in the complaint that she had an emergency with her child, which if that was the case there would have been no problem canceling the appointment. However, in the conversation with me she stated, “I work a job where emergencies occur and MANDATES to stay are a MUST.” She also states that she did not make the appointment, which in the paperwork it will show her scheduling via email and stating will also be scheduling massage with her flotation session. This being said we will still honor Mr. and Mrs. ******’s gift card, and welcome them to our facility, but we will not issue a refund as it violates our policy of refunding gift certificates. We have done nothing wrong or treated her in any negative way. This entire complaint is a way to get a refund of the gift card and not to have to pay for the appointments mad. We call the person that day if they are late to verify in which the call was ignored. Then she booked under another name, Maiden name ****** ***** which Is verified in one of the appointment requests. We have given Mrs. ****** plenty of chances and try working with her. We know that things happen, and we are here to help. As stated, before we will happily accept the ******s with no prejudice. However, the missed appointment fee will remain. All other clients who wish to continue with our services pay the fee when they miss. They pay and continue with there services, our policy is simple, if you wish to return you must pay for missed appointments. We leave that up to everyone to make their own choice. We have no further interactions with the client.  I will highlight things stated and untrue.
  
   
  
  Respectfully
  
  Brandon S****
  
  Director