ComplaintsforThe Scarlett Phoenix
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Complaint Details
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Initial Complaint
03/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I scheduled an appointment with ****************** for a Thermiva procedure on February 20th and at the time of the procedure the equipment dint work while I was already in the clinic laying down in the procedure room, so they had to rescheduled my appointment to buy the wands,to get that fixed. It didnt bother me at that time, but today I got another cancellation email and this has been the third time they cancel those appointments, obviously I didnt feel comfortable anymore and when I asked for a refund (*****) and I just got *****, so they charged me 150 dollars for cancellation, when they already canceled 3 time. The next availability was on March 18th and their policies says that fee cancellation will be if you cancel ******* 24 hrs of the appointment, so not even close to the day. Secondly, I dont even know why the took the full amount from my card when they havent even provided the service yet. I have all the cancellation messages and emails as evidence. Is not a big amount of money but I dont find logic or fair to charge me the fees for theirs mistakes. I really hope you can help out! Thank youBusiness response
03/08/2024
I have spoken to *********. I have refunded the full amount she paid and apologized for the mistake. It is not our policy to keep money if customers/clients/patients are not happy or if they are not able to be treated as expected. I just finished speaking at a conference out of town and was not aware of the situation. I assured her our office staff will be trained to not allow this to happen agian in the future. It is not how we do business. It is very important to me to never be unfair to customers, especially when it comes to their money.
******************
Customer response
03/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.