Complaints

• Initial Complaint

  27/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a customer account with Massage Addict. Their policy was to charge my credit card every month, even if I didn't have an appointment. They told me these charges would result in a credit on my file that I could us for another time. March of 2022 I completed a cancelation form because I was no longer living or working in Winnipeg and wouldn't be able to attend each month. I had called and spoke with the receptionist and was told that credits don't expire. I recently contacted the company to see if I could gift my credits to someone who could use them as I haven't had the time to use them myself. I was told they are not transferable. That my credits were to expire after 90 days but the extended it until December 1st. They refuse to acknowledge that they took $*** of my money and money doesn't expire. They refuse to refund me or allow me to give the credits to someone who could use their services. They claim that they have no cancelation form from me and that whomever told me that the credits don't expire didn't have the authority to do so. I never heard about expiring credits until I wanted to gift them. * **** ** * ****** ********** **** my cancelation form is lost and if their employee provides wrong information how is that the customer's issue? **** *** *********** ******** **** **** ** *** **** ********** ** ***** ** ***** *** 

  Business response

  27/11/2023

  Good afternoon,

  * **** ********* for reference, the discussed signed cancellation form and highlighted the portion that notes credits expire 90 days after the form is signed. * **** **** ******** * ******* **** our policies **** note how credits are charged, and how they can be used. We have extended the ability to use these credits a number of times in a effort to help allow the client to use them (credits that should/would have expired per our policies over one year ago), but to no avail. Unfortunately, I cannot comment on what a former employee may or may not have promised prior to my ownership, but I can simply manage based on the policies and procedures in place. As Massage Addict is a franchise, I would recommend contacting ***************************** as they may be able to find a solution that is to the clients preference.

  Customer response

  27/11/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  They claimed that I did not have a cancelation form filled out and on file, yet refer to it as evidence that I should have known their policy because it is stated on the form.

  They completely wash their hands of what the employee told me, representing them. It's my $*** LOSS  because a supposed ex-employee was not not educated on their policy? Yes, they sent a number of emails encouraging me to use my credits and I am not able to get to Winnipeg to use them. Which is why I wanted to gift them to someone who could. Getting the credits off their books and not wasting $*** of MY money. This is unacceptable.  If their policy is that credits "expire", ***** ****** ******* given those credit where purchased with money and money doesn't expire.  Which is why companies are not allowed to have gift cards expire, because money doesn't expire. Why wouldn't they contact me prior to my credits get to $***? At what point would they stop? I am not responsible for an employee giving misinformation.  I asked a responsible and prudent question of the policy and I was told credits don't expire. Which made sense since they were there fue to money taken for a service that was not received.  I would have been happy giving those fredit to someone who could use and appreciate the services,  but the company only wants to keep my money.  They never mentioned expiring credits until I requested to transfer them.

  
  
  Sincerely,
  
  Toni ********

  Business response

  05/12/2023

  Good afternoon,

  I understand the general thinking as it relates to Gift Cards, but unfortunately, this is not a Gift Card. A preferred price for our services was provided to this client as she agreed to become a member. By becoming a member, she agreed to visit our clinic on a monthly basis in order to receive the preferred pricing. In lieu of not visiting in a given month, we would charge the credit card on file the cost of a treatment, to then be used in a future month. Upon cancelling, those credits on file expire within 3 months. As mentioned, we have reached out a few times since cancelling in an effort to allow the client to use the credits, well past the 3 month time window. I would again suggest that if she is not happy with this, to contact ******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩