Complaints

• Initial Complaint

  10/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In January 2022, I signed a contract at the location for $79.99 per month so that I could get facials. I was unable to go every month due to my work schedule. I asked the manager on 8/20/22 if I could pause the payments until I caught up. She said she would speak to "********, the owner" and get back to me. She never did. I then reached out via email (I have copies) and asked for my contract and how many times I visited, along with letting them know I'd like to pay off the contract. The response I received did not include the contract and instead included someone else's schedule of appointments. I then emailed saying I wanted to pay off the contract and to please let me know the total and I'd give them my credit card #. No response. I then stopped payment with **************** because of the non-response. FINALLY, I heard from "********" who told me that she would talk to the owner. Never heard back, except she did send a copy of my contract and list of visits. On 9/24/22, I went to the location and ******** was away at training in *******. Her daughter "********" was at the counter and told me she had no idea how to charge me for the remaining amount of the contract. She said she'd give "Mom" the message that I stopped by and why I visited. I purchased $211 worth of products at this visit. Flash forward, and I made an appointment for 10/15/22. I was called the day prior by "****" who told me that my account was suspended. I gave an honest Yelp review, and ALAS, I heard from "********", the owner. He blamed everything on me, nothing on his team or himself, and I decided to not go to this "business" again. He then sent me an email stating that I "bounced a check" by cancelling payment, but not addressing anything about how incompetent he and his staff are and the lack of communication for two months. I don't care that I paid 7 payments of $79.99 for three facials and should have rec'd 7, but I feel threatened by this "owner".

  Business response

  10/26/2022

  Actually, this member just closed things out on their own.  We have people sign membership contracts and in return they enjoy discounted pricing for services.   In this case the member started submitting chargebacks with her bank for past payments.  Since we are unable to know what is a valid payment on her account we just closed the membership which is what she asked for.  She did have credits, but those are cancelled since we dont have any assurance she wont go back and reverse her prior payments.  She is not welcome back to our business. No further action is required. 
  

  I will note that we have people cancel all the time. They just request to cancel and then they have 90 days to use up all their credits.  Even if they dont use them all up we dont penalize them. All they have to do is restart a new membership and we provide them with all of their prior unused credits. So no one ever loses any credits. All that is needed is an active membership. This person is an example of just completely irrational behavior.  We have a process that is consistent for all members and everyone understands.  Many end up coming back as time permits.  But when you go to your bank and cancel prior payments you effectively are operating in bad faith.  Less than 1% of our members ever do this.  We have been in business for more than 13 years and we manage hundreds of guests and members every month.  Our goal and objective is to make people feel better and improve their mental and physical condition. That is our focus.  This person lost sight of what we are doing here every day. 

  Customer response

  10/26/2022

   
  Complaint: 18228904
  
  I am rejecting this response because:

  I requested that the owner call me two weeks ago, nearly two months AFTER I requested, in person at the location and via email, that billing be stopped until I could catch up with services.  Once I didn't hear back from the manager, I stopped in again to purchase $200 worth of products and make another request that MH tell me the amount that I owed to pay off the contract, and then I would use my credits toward future services.  Again, no one responded.  Then, as stated earlier, I asked the owner to call me so I could explain the situation and give my credit card #.  This is written in one of my emails to the location, which I have attached.  Because the owner flat out refused to call me regarding my contract and canceled the contract, basically making me forfeit services.  I had requested to pay off the contract, yet the owner canceled it. I can only assume this is discrimination and bullying in addition.  A reputable business owner would call the customer who is having the issue, discuss the problem, and come to a resolution.  *************************** is a bully and refused to take care of this situation, so this must be discrimination. I can't think of another reason.  Perhaps I will cancel payment for those services I did not receive, something I would not have imagined doing.  However, after seeing his response, I will be contacting American Express.  What I'll do regarding the discrimination is up to me.
  
  Sincerely,
  
  ***************************

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