I hope this email finds you well. I'm replying back to this email thread because you informed me not once but twice (because I even made sure) that I had 4 accrued services set to expire on April 12, 2021. I called that same day and spoke to a young lady in the Doral location I always go to and she confirmed for me that yes I had 4 services left along with the expiration date (this was the third confirmation) so I went ahead and booked a Microderm Infusion using 2 services. I'm extremely upset with my visit first of all I always call before coming in due to the rules you have set in place for Covid-19 but a girl answered the phone and asked if I could be placed on hold and never came back to the line so I waited and she never comes back to the line so I call again and the same thing happens so I finally decide go to in. I immediately notice that the front desk girl is new and seems overwhelmed so I now understand why I kept being placed on hold. A lady that works there also came out and was arguing back and forth with her regarding appointments and how they need to be set 15 minutes apart in front of me and other customers very unprofessional and not a good look for a business. However, I went ahead and received my facial the lady who did it was very good and I was able to relax. My left eye has been twitching due to stress and I noticed during the entire facial it did not twitch once so I was very happy with my service. Sadly this was the only thing I was happy with. After my facial I wanted to leave a tip and was told I had no hours and had to pay $90. I had a feeling this was going to happen because the girl in the front was new so I explained to her and I even showed her your emails that you sent me and she tells me to wait and calls another lady I'm assuming a supervisor or manager and explains she then proceeds to tell the manager to hold and continues taking phone calls and booking new appointments while I'm just sitting there for 5 minutes on a Friday night. I go up to her and let her know I have to be somewhere and if she could please figure this out. She gets on the phone again with the lady and they are going back and forth the lady informs her that I started my membership in August and I have no accrued hours left. I finally get on the phone with her and explain to her that I have emails saying I have 4hrs left and I also called the this location and someone confirmed the same thing so I made the appointment because of this if not I wouldn't have ever made this appointment in the first place. I literally emailed you telling you I can't afford this due to covid-19 and to cancel my member so why would you misinform me by telling me I have 4 services left and make me go through this embarrassment? I'm also very upset that no one helped me AT ALL and talked to me as if I'm in the wrong. You guys have all the receipts go look at these emails and you can also pull up the recording of the phone call when I booked the appointment and was told for a third time that I had 4 services left AGAIN this is why I made the appointment in the first place. So please explain to me how I am in the wrong? How is it that this supervisor I spoke to did not care, refused to help me and was arguing with me oh and the best part? I was charged anyways without my knowledge. $45 for this which is a different amount than the girl in the front desk told me originally $90. Um was this suppose to make things ok? Charging me anyways without my knowledge? I've never experienced such horrible customer service. This is a company that is suppose to help people relax meanwhile I walked out of there super angry. I want a full refund immediately because it is clear to me that your employees do not know what they are doing and are misinforming me the customer. I would never in my life recommend this place after the horrible experiences that I've gone through. I ultimately cancelled due to Covid-19 but I was also very displeased by the fact that whenever I made an appointment I was called to change it and when I got used to a Facialist and liked her I get told she no longer works here and get a new person all the time it's just ridiculous. I would like to speak to someone in corporate at this point. I have also copied corporate on this email if for whatever reason they do not receive this please fwd it to them. P.S I left there with my eye twitching again...thank you Sincerly, Consuelo Bagane.