American Laser Centers Complaint - Don't Yell At The Customer, No Matter How Bad Your Mood Might Be That Day!
SALT LAKE CITY, UTAH -- Here is the email I sent to the regional manager over the Salt Lake City downtown American Laser Center branch:
I was told that you are the regional manager over the Salt Lake City downtown American Laser location, managed by Amy. I'd like to inform you of an incident which should be followed by employee correction action.
There was some miscommunication when I transferred my account from the Draper office to downtown SLC. I was told "You don't have to pay for parking" by one of the girls employed at the time I transferred my account to downtown. So ever since then, I have NEVER paid at the meter. So about 3 weeks ago when I had my appointment I got an expired meter ticket. I gave it to Amy and explained to her that I was told that I didn't have to pay for parking. She concurred and took the ticket and said, 'We'll take care of it for you.'
A week later I get a call from Amy telling me with a frustrated tone of voice that they wouldn't be paying for the $15 ticket. I told her that I was told that I didn't have to pay for parking. She then explained that I was allowed to park in the BACK parking lot. This was the first time I had ever heard of a back parking lot. Because of the miscommunication, I told Amy that it was American Laser Centers responsibility to pay for the ticket since NO ONE had informed me that
there was a back parking lot.
She then retaliated very rudely and said, 'Well Cristina, just so you know this is coming out of my own pocket. I hope you enjoy your weekend knowing that.' (Something to that effect). I was INFURIATED to say the least. No one has ever treated me like this being the customer.
I then called the Draper office to request that I have my account transferred back to Draper. I also requested to reschedule my appointment. They informed that they couldn't reschedule until they had my chart at their office. It has been 2 WEEKS since then and NO ONE HAS CALLED ME BACK to reschedule my appointment!!!
In addition to this nightmare I received a letter from Salt Lake City informing me that the ticket hadn't been paid! As a result, it has now been increased to $45!!! Amy lied to me and never paid for the ticket!!! THIS IS THE WORST CUSTOMER EXPERIENCE I HAVE EVER HAD!!!
Aiming for optimal customer satisfaction should be one of your goals. Apparently your managers do not understand that a happy returning customer (which I was for the last 3 YEARS!) Is far more valuable than trying to acquire more customers. They also don't understand that a bad experience is told to far more people than a good experience and believe me I have told close 20 people already who I am sure have already told many more. I was also considering buying an additional package and paying up front. Amy has made my decision for me, because there is no way that I am going back there. You do the math-you could have received $1500 in revenue from me from the package I was going to purchase or just deducted a minimal $15, which would have retained a happy customer and incremental revenue of about $1485. Obviously no one at your company understands the importance of customer relationship management.
In summary I'd like to highlight the bad customer experience milestones:
1. I WAS SPOKEN WITH A DISRESPECTFUL TONE OF VOICE AND COMMENT BY ONE OF YOUR MANAGERS.
2. I WAS LIED TO BY ONE YOUR MANAGERS SINCE SHE NEVER PAID THE TICKET WHEN SHE SAID SHE WOULD
3. NO ONE TRANSFERRED MY CHART TO THE DRAPER OFFICE
4. NO ONE HAS CALLED ME BACK TO RESCHEDULE MY APPT IN DRAPER
Please give a call at your earliest convenience.
On top of all this, this manager at this location does a poor job of the treatment itself. Her two other assistants have been wonderful and have done a wonderful job.