Critical: Calendar Conflicts, Notification Issues & Double Booking Errors - Urgent Resolution Required

Dear Support Team, 

Our business is experiencing three critical issues with the Amelia booking system that require immediate attention:

1. Calendar Management Issues

• Unable to schedule appointments between 7:35 AM - 1:10 PM due to missing time slots
• Receiving incorrect "out of employee work hours" errors when rescheduling appointments within confirmed business hours

2. Customer Notification Failure

• Customers only receive booking confirmations
• Missing crucial appointment reminders (e.g., 24-hour notifications)

3. Double Booking Occurrences

• System allows overlapping appointments despite correct service duration and buffer settings
• Example: 10:00 AM one-hour appointment overlapping with 10:15 AM booking

Business Impact:

• Lost revenue from new customers
• Damaged relationships with existing clients
• Operational inefficiencies

Immediate Action Required:
Due to the urgent nature of these issues, we request immediate phone support or real-time chat assistance.

Contact Information:
Michael Mattocks & Vanessa Turner
Phone: 724-714-7114 / 330-207-9349
Email: [email protected] / [email protected]

Best regards,
Michael Mattocks
Vanessa Turner

*********************************************************

P.S. Additional details and Notes are below.

1. Calendar Management Issues

1. I cannot move an appointment from 7:35 a.m. to 9 a.m. because there are no time slots from 7:35 a.m. to 1:10 p.m.
2. I cannot drag and drop to change appointment times on my calendar from the backend calendar because I receive the error "appointment can't be moved out of employee work hours." *This makes zero sense because IT IS WITHIN my employee work and business setting hours (both of which hold identical working hours).

2. Customer Notification Failure

1. My customers are not notified of their appointments before them (for example, one day prior), only at the time of booking.

3. Double Booking Occurrences

1. Occasionally, we have had issues with customers showing up for an appointment, let's say, at 10 a.m. for a one-hour service. Then, at 10:15 a.m., another customer shows up for another one-hour appointment. How is this booking error possible? All service times, buffer times, etc., are set correctly.

I hope your company provides a PHONE NUMBER for customer support. Amelia is too well-known, robust, and a fantastic plugin not to have PHONE SUPPORT. How may I chat or call to speak with someone quickly? Support tickets are not quick for urgent matters.

Thank you for your time, interest, and continued support regarding this highly pressing issue.

Michael Mattocks

Vanessa Turner

724-714-7114

330-207-9349

[email protected]

[email protected]

Subject: Concerns Regarding Customer Support Experience

Dear Amelia Customer Support Team,

I hope this message finds you well. I am writing to express some concerns regarding my recent experiences with your customer support, as this issue significantly impacts my business operations and client relationships.

I have reached out regarding a critical matter and provided a temporary wp-admin login, expecting prompt support. Unfortunately, I have not received any confirmation or acknowledgment of my request, which has left me feeling neglected and uncertain about the status of my inquiry. The absence of timely responses in these pressing situations affects my ability to serve my clients effectively and uphold my business's reputation.

While I appreciate the complexities of managing customer queries, I believe effective communication is paramount, especially when handling time-sensitive issues. I chose the Amelia booking plugin based on its promise of exceptional service and support. However, the current experience has fallen short of those expectations, leading to losing customers and potential revenue for my business. Our company needs to receive consistent communication, whether through direct messages, phone calls, or other methods, to keep us informed of the status of ongoing support requests.

Please understand that I do not wish to offend anyone or create discord. I intend to highlight these concerns constructively, hoping to foster an improved support experience for all Amelia users. Acknowledging and addressing these deficiencies in customer support will benefit clients and enhance the Amelia brand's overall reputation as a leader in booking solutions.

Thank you for your attention to this matter. I look forward to your prompt response and a resolution to my concerns.

Sincerely,  
Michael R. Mattocks
Spa Canvas
[email protected]
[email protected]
(724) 714-7114
(330) 207-9349