The Standard at Preston Gardens

Sent: Thursday, October 01, 12:PM To: drteam Subject: RE: in response to complaint *** Dear Madam or Sir, Thank you for the opportunity to respond to the allegations raised in the issue ID *** by Mr*** *** We have been in contact with Mrand Mrs*** in separate
conversations in an attempt to resolve this matter Todd's wife, Mrs*** ***, booked two Non-member Hot Stone Envy massage sessions at $each for herself and her husband *** for Friday, September 11, at NoonShe originally asked for a couples massage session and we explained we had availability at Noon and at 3:00pm She then asked if she could book our Hot Stone Envy session (hot stone massages) instead, and we informed we could only book that at Noon on 9/11/She acknowledged our cancellation policy of 50% of the scheduled service for a Same Day cancellation, and 100% for a No-Call/No-Show, and affirmed that the *** card she gave us to put on file to hold her appointments would be charged in the event this policy was used We then reminded her that she had until 8:00pm that night to cancel without penalty and she confirmed the Noon appointments one final time Mrs*** and Mr*** had both been to our clinic together for couples massages on 2/1/and 7/3/2015, and Mr*** also had a massage service by himself on 7/2/On 2/1/they received the Introductory Rate (discounted from the Non-Member rate) and on 7/2/and 7/3/they received the Non-Member rates On all prior visits they declined our membership program which offers sessions at a savings of 50% off our non-member rates They said each time they would rather pay the higher Non-Member rates than be obligated to a monthly payment in the membership program When the ***'s were no-call/no-shows for their Noon appointment on 9/11/2015, we made two attempts in a minute period to contact themWe left a voice mail on the first call, and after we had not heard back we called a second time minutes laterUpon reaching them in the 2nd phone call, we let Mrs*** *** know that their appointments would be charged as no-call/no-show to her *** card on file We could hear Mr*** *** getting angry in the background and she handed the phone to her husband *** who became very upset about the cancellation fees that she had agreed to We have had multiple conversations with Mr*** in order to resolve this matterThe total no-call no-show fee that she owed was $ Our therapists are paid on commission and our appointment cancellation policy and fees help us offset the costs of their missed pay when guests cancel at the last minute or simply no-show as the ***'s did in this case Hot Stone sessions require the therapist to be booked for hours for the 90-minute guest session time as well as the preparation, setup time, and post-session disinfection of the equipmentOur cancellation fees also help to offset our expenses for the setup, preparation, and take-down fees for all the equipment required for a hot-stone session No-shows for hot-stone sessions are particularly troublesome in that the therapist misses hours of pay that could have been booked with other guests The cancellation/no-show fees help offset those expenses to ensure those therapists do get paid for their time and that our business recovers the cost of disinfection supplies and equipment wear and tearAnytime a hot stone session is setup for a guest prior to their scheduled arrival, there is necessary disinfection and wear and tear regardless if the guest shows up In an attempt to reach a satisfactory conclusion to this dispute, as a courtesy we offered to extend to them the Introductory Rate for the Hot Stone massages even though they were not eligibleThis discounted the no-show fee from $to $ In addition, after continued phone calls and conversations with Mr*** ***, we also agreed to charge them the lower fee for a same-day cancel (50%) instead of the No-show fee (100%) As a result, we charged Mrs*** ***'s *** card for only $for the Hot Stone massage sessions that she booked instead of the fee they owed which was $ At this time we do not plan to recover the additional $that Mrs*** *** owes for the no-call/no-show fee For reference, we have also attached our Published Price Board which hangs in our lobby, showing our member and non-member rates, as well as the Massage Envy appointment cancellation policy which is publicly posted online on the Massage Envy website (see attached for both) If we can provide any further information please let us know Best regards, Massage Envy Spa - Tomball FM Rd., Suite Tomball, Texas 281-255-