Manton Massage Clinic

My partner booked a massage online for me as a Mother's Day giftHe put his payment information into the systemWhen I arrived for the appointment I was greeted by name
After the massage concluded I went to the front desk to check outThey could not seem to find his payment in their systemI gave them all of our information to search three different payment platformsWhile the receptionist was searching, she said to a co-worker "this system is so messed up and confusing"After several more minutes of their searching and my showing them all the confirmation info I had, the receptionist said "just go ahead and goI know you've paidWe'll figure it out."
The clinic then went on to call my partner during the weekend of figure out payment, which they still could not do, even with all of the confirmation informationOn Monday I was called by the manager, ***, who demanded I make payment stating I "left the premises without paying" and that she would CALL LAW ENFORCEMENT

When your partner booked the appointment online, he secured that appointment with a credit card which is industry standard for booking a massage. The confusion was that you thought you had purchased something in that moment when what really happened was that you only booked an
appointment. When the front desk staff checked you out, they were also confused because your account did not show that you purchased anything, but you and your partner said that you had an email and a gift certificateOur error lies with allowing you to leave before resolving the situation, which in the end caused a lot unwanted stress and frustration. As the manager, when I came in the following day, I tried reaching out to you to resolve the issue, but that did not work as you were upset and escalated, hanging up on me twice. You were convinced that your "confirmation email" was a gift certificate. I charged your card on file that morning for the cost of the appointment. Afterwards I received a phone call from your partner and explained the situation. He seemed to understand at that time how it was a miscommunication. I understand that this has been frustrating for youIf you would like to come in again and receive a free minmassage with the same therapist we can provide you with a different situation

Complaint: ***
I am rejecting this response because:While this is one way to frame the situation, it is not how things happenedBecause your staff could not figure out the "confusing" system, I was told to "just leave" and they would figure it outI gave all informationThey called my partner and he gave all informationYou still could not find it (not our fault) and called me again on Monday saying I left before paying and your only recourse was to call law enforcementDon't you see how that sounds threatening? Don't you see those words would escalate a situation quickly? Not to mention it was the full error of the clinic for not knowing how to process the payment! Not usFurthermore, after you finally figured out how to process the payment, you couldn't even call us back to let us knowMy partner called to figure out what was going on and you dismissively said "oh we figured it out"Where is the phone call? Where is the apology for making it so hard? What is the acceptance of your error and role in the problem? I reject a free massage as I would never step foot in your business again
Sincerely,
*** ***