Per our conversation on Monday, the bottom line is you're selling vouchers for a practice that is providing sub-par care/services and I would like a refund. It's not that I HAVE to see Kathy, I want a refund because everyone left at that practice is providing sub-standard services. The only person who seems to have had any expertise, Kathy... is no longer there.
Your account credit is one of the most ridiculous offers I've ever received. THAT WOULD REQUIRE PURCHASING ANOTHER VOUCHER FROM YOUR COMPANY FOR WHAT WILL PROBABLY BE ANOTHER SUB-STANDARD SERVICE PROVIDER. WHY ON EARTH WOULD I EVER WANT TO CONDUCT BUSINESS WITH YOUR COMPANY AGAIN?
I've been in the sales/customer service/marketing industry throughout my career and anyone with a basic understanding of this, knows that customers aren't expecting companies to operate without problems... what they want is companies that excel at resolving them. THAT is the definition of GOOD CUSTOMER SERVICE, and THAT is what brings a company success. You should take a look at how a company providing similar services is operating... LivingSocial is hugely successful. If I had experienced this problem with a voucher I purchase from them, they would have offered the refund and probably even apologized for the terrible experience I'd had.
The only recourse I have at this point is to share my experience on social networking sites and hope someone will read it and avoid wasting their money on your vouchers. My posts will be up before the day is done on Yelp and Facebook. It's too bad really... I think your company is founded on a great idea, but your execution of the idea is lousy.
Sincerely,
Maria
And here's the email to the doctor's office (no response)...
Dr. Rosenblatt:
I am the client that arrived for my scheduled appointment last Saturday with Kathy, to find that she had been let go by you and I had NOT been notified of the change.
I had previously come in for one appointment with Kathy and one appointment with a young Asian girl. My experience with Kathy was so wonderful that when I had to reschedule my second appointment and came in to find that another practitioner would be performing the services, I felt completely comfortable because I assumed the level of service and expertise Kathy provided was the level expected by your medical practice. Clearly, I was mistaken. The young Asian girl did shoddy work, and the whole experience was sub-par. After that, I decided to ONLY make appointments with Kathy.
After my second appointment with Kathy (and third overall), I was so pleased with her and the success I was experiencing in the lack of hair regrowth, that I purchased an additional six sessions.
Last Friday I received a voicemail confirming my Saturday appointment. At no point in the message was I informed that my appointment would be handled by another practitioner. I drove all the way up from Long Beach on what was a very tight schedule to find, upon arrival, that Kathy had been let go. I expressed my dissatisfaction to your reception personnel and asked them for Kathy's last name. They refused to give me her last name because it was "personal information." When I informed them that this reason was nonsense and more specifically a lie, they said that they had been instructed to say that.
While I appreciate the refund of the additional six sessions, your office staff said they would "unredeem" my voucher and that I could get a refund of the initial six sessions if I called Lifebooker. This was also not true. I've contacted Lifebooker and they've told me they are unwilling to refund the money I paid or any portion of it.
At this point, I'm contacting you with two requests: I would like Kathy's last name and I would like a refund of the money originally paid for the six sessions, minus the three I've already used (50% of the price of the voucher).
Life Booker LLC Reviews
Here's my latest letter to Lifebooker...
Hi Jenna,
Per our conversation on Monday, the bottom line is you're selling vouchers for a practice that is providing sub-par care/services and I would like a refund. It's not that I HAVE to see Kathy, I want a refund because everyone left at that practice is providing sub-standard services. The only person who seems to have had any expertise, Kathy... is no longer there.
Your account credit is one of the most ridiculous offers I've ever received. THAT WOULD REQUIRE PURCHASING ANOTHER VOUCHER FROM YOUR COMPANY FOR WHAT WILL PROBABLY BE ANOTHER SUB-STANDARD SERVICE PROVIDER. WHY ON EARTH WOULD I EVER WANT TO CONDUCT BUSINESS WITH YOUR COMPANY AGAIN?
I've been in the sales/customer service/marketing industry throughout my career and anyone with a basic understanding of this, knows that customers aren't expecting companies to operate without problems... what they want is companies that excel at resolving them. THAT is the definition of GOOD CUSTOMER SERVICE, and THAT is what brings a company success. You should take a look at how a company providing similar services is operating... LivingSocial is hugely successful. If I had experienced this problem with a voucher I purchase from them, they would have offered the refund and probably even apologized for the terrible experience I'd had.
The only recourse I have at this point is to share my experience on social networking sites and hope someone will read it and avoid wasting their money on your vouchers. My posts will be up before the day is done on Yelp and Facebook. It's too bad really... I think your company is founded on a great idea, but your execution of the idea is lousy.
Sincerely,
Maria
And here's the email to the doctor's office (no response)...
Dr. Rosenblatt:
I am the client that arrived for my scheduled appointment last Saturday with Kathy, to find that she had been let go by you and I had NOT been notified of the change.
I had previously come in for one appointment with Kathy and one appointment with a young Asian girl. My experience with Kathy was so wonderful that when I had to reschedule my second appointment and came in to find that another practitioner would be performing the services, I felt completely comfortable because I assumed the level of service and expertise Kathy provided was the level expected by your medical practice. Clearly, I was mistaken. The young Asian girl did shoddy work, and the whole experience was sub-par. After that, I decided to ONLY make appointments with Kathy.
After my second appointment with Kathy (and third overall), I was so pleased with her and the success I was experiencing in the lack of hair regrowth, that I purchased an additional six sessions.
Last Friday I received a voicemail confirming my Saturday appointment. At no point in the message was I informed that my appointment would be handled by another practitioner. I drove all the way up from Long Beach on what was a very tight schedule to find, upon arrival, that Kathy had been let go. I expressed my dissatisfaction to your reception personnel and asked them for Kathy's last name. They refused to give me her last name because it was "personal information." When I informed them that this reason was nonsense and more specifically a lie, they said that they had been instructed to say that.
While I appreciate the refund of the additional six sessions, your office staff said they would "unredeem" my voucher and that I could get a refund of the initial six sessions if I called Lifebooker. This was also not true. I've contacted Lifebooker and they've told me they are unwilling to refund the money I paid or any portion of it.
At this point, I'm contacting you with two requests: I would like Kathy's last name and I would like a refund of the money originally paid for the six sessions, minus the three I've already used (50% of the price of the voucher).
Please respond at your earliest opportunity.
Thank you,
Maria.