Cali Nails

In response to Customer's complaint, please find attached the Notice of Lease Violation provided to Customer with regards to Customer's unauthorized pet - the Notice states that the Customer will be charged a $non-refundable pet fee and Customer was to complete a Pet Addendum to the Lease Customer did not follow up and complete the required Pet AddendumCustomer submitted payment in full for the balance due on March 15, This account is considered closed

Monday, July 07,
Revdex.com Corporate Office
*** ** *** ***
*** ** ***
To whom it may concern:
The following is our position on the events of complaint #***
First of all, we are deeply sorry for the rudeness of the technician the client encountered
on May 16thDue to her unprofessional demeanor and poor performance, she has been dismissed from our business
On 7/1/the client returned to lodge the complaint about the $tip overcharge and a mystery $charge on her bank cardOur standard policy in case of billing issues is to first check the amount charged against the archived merchant copy of the receipt, to ensure the tip amount added onto the transaction was authorized by the client's signatureHowever, as the *** was away on business, we could not immediately look up the archived receiptWhen the receptionist asked for time to look it up, the customer refused to return another day to solve the problem, instead requesting that she be refunded in full immediately for a total of $The receptionist, as she was new and less familiar with store policies in this situation, attempted to call the ***, who was unavailableFailing that, she then got a senior technician who was more experienced with store policy and procedure to help
Most of our employees speak Vietnamese more fluently than English, so as per usual the receptionist translated the situation and what the client wanted to her in Vietnamese to speed things upFollowing store policy, the tech again requested that the customer return after we'd had a chance to check her claim against our receipt recordThe customer refusedThe tech called up the company that manages our credit/debit card transactions in order to identify chargesWhen the tech requested the customer's card to look up the transactions, the customer refused on the grounds that we were "going to steal more money from her", but eventually gave the numberWhile the tech waited for the transaction information, the client warned every other guest who entered the store against doing business with us because she was "robbed", and threatened to call the police and press charges
The transaction company representative let us know what services were charged for in each of the transactions: $for waxing services that the client had no complaint about on 5/15/and $for nail services on 5/16/with a tip of $At this point the client remembered the $waxing service and stopped questioning the chargeOnce we were made aware of the $overcharge the technician immediately offered to refund it, but the customer refused again, demanding the full $refund as she claimed the overcharged tip was intentionalWhile we believe that the overcharge was an accident, we agreed that it should be corrected immediatelyUnfortunately we were unable to refund the full $service charge as the services had already been performed months ago and cannot be undone, since it had already gone into the overcharging technician's paycheck before she was dismissedWe offered to refund the $tip originally left in addition to the $overchargeThe client grudgingly accepted this and allowed us to swipe her card to refund the $10, which we let her know would arrive in her account within 2-business days, then left the salon
We apologize for the sloppy mistake of adding $to the tip by our former employee, and we are deeply sorry that the solution we came to in order to correct the mistake could not meet the expectations of the customerThis concludes our responseThank you for your understanding and patience
Sincerely,
Cali Nails & Spa
*** * *** *** * *** *** ** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

In response to Customer's complaint, please find attached the Notice of Lease Violation provided to Customer with regards to Customer's unauthorized pet - the Notice states that the Customer will be charged a $400 non-refundable pet fee and Customer was to complete a Pet Addendum to the Lease....

Customer did not follow up and complete the required Pet Addendum. Customer submitted payment in full for the balance due on March 15, 2018. This account is considered closed.

March 28, 2017Dear [redacted]:I have been asked to answer your letter dated March 21, 2017. Cali Nails is disappointed to learn that one of its customers experienced anything less than complete satisfaction. Its goal is to give everyone personalized attention and a positive experience. It strives to...

build enduring and rewarding relationships with its clients and the community through superior service. With that in mind, enclosed is a check in the amount of $48 to [redacted] to reimburse her for her unpleasant experience.Cali assures me it never uses tools unless they have been sterilized and there is always a napkin on the counter for each customer. But it will review its policies and procedures to ensure that all customers leave with beautiful nails and beautiful smiles.Thank you for reaching out to us.Sincerely,Leonard M.Esq.