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Complaint Details
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Initial Complaint
05/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had made an appointment on April 3rd for Monday, April 11, 2022 in person and they wrote my appointment on a card. There was no mention of a cancellation fee (however the owner, Rachel said it was in the confirmation email, but why would I read the email if I had a card). I cancelled the appointment because I wasn't feeling well and again no mention of a cancellation fee. I was charged $20 for cancelling the appointment. They used my credit card information from a previous appointment without my authorization and when I called they refused to credit my account.
Business response
05/02/2022
Client's appointment was cancelled within 24 hours of appointment, scheduled 4/11 at 5:15pm cancelled via text 4/11 at 12:18pm, she stated she wasn't feeling well. Client confirms this.
Client contacted business via email 4/12, attached is communication in the emails.
Client booked initial appointment online and electronically signed booking and liability forms, scheduling software will not allow bookings to be scheduled without signature.
Booking policy is noted (everywhere)....on website, initial booking confirmation email and all reminder emails. Client saves card on file online for the booking policy.
Clients 2nd booking was booked in person, same cancellation policy applies for all appointments.
Client has already posted negative comments on social media after email communications.
Customer response
05/04/2022
I am rejecting this response because:
As the owner stated the appointment was made in person. Also as the owner stated all their cancellation appointment information is online and by email. So again I made this appointment in person and nothing was said. I am not asking a lot. The fee was $20. I would have loved to continue to be a client there but the owners attitude is so negative.Business response
05/05/2022
Susan I apologize for your frustration. I have your electronic signature on the booking policy, which applies to all scheduled appoinmments, regardless if made online, in person or over the phone. Ive attached the agreement you signed in order to receive services here at Knot Yourself. The credit card information we have for you was entered on your behalf.
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Book AppointmentCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.