Complaints

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been for several months attempting to cancel my membership. Everyt time I call they say only the manager can do this and she is never in. I always leave messages for her and never get a call back. I finally received a cancellation to esign however still no call back for months. Cancellation states that yet ANOTHER month needs to be charged eventhough they have been charging me for months after I called to say I need to cancel. Still getting charged to this day. Manager still not in to speak. There are reviews on their ****** account regarding this same issue and other money related issues.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I attempted to cancel my account since February 2024. However, I continued to get charged monthly services $70 (March 2024) and $10 (April 2024). I originally called the location in February 2024 to cancel my membership. I was told by the representative that only a manager can cancel my membership and they would call me back. After 3-4 days, I did not get a return call so I decided to go to the location. I spoke with another representative who wrote down my name and contact information as the manager was not in office. They would not provide any general days or hours the manager would be in. After another 3-4 days, the manager called me. At this point, I had a total of 8 services not used. I requested a cancellation of my membership and asked when the 8 services would expire if not used. The manager reported, I would need to use the services within 90 days. I was told I would only be billed $10 month to month if my account is under freeze or nothing if I choose to cancel prior to the billing cycle. I then went to the location a couple days later and canceled my account. As reflected in my account, I did not receive any charges for February 2024. I then used 3 of 8 sessions. Then, I received a call reporting I can no longer receive services. I went into the location and spoke with a representative who advised that communication must have been a misunderstanding and I still had access and my account was not active for monthly charges. I then got charged for March 2024 ($70) and April ($10). I spoke with the manager in April via phone 2 times to cancel and went to the location 3 times to cancel prior to the next billing cycle (March 2, April 15, and April 18). Each time, I received misinformation or was told the manager was not in and only she can help. As of today, they are requesting I sign a document that indicates I will be charged another monthly payment in order to cancel. They appeared to have forged my electronic signature to obtain Aprils charge.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received a membership as a Christmas gift in December 2023. I tried to return it and terminate the membership but the company advised that I had to at least do 1 visit and pay $69.95 in order to terminate the membership. So I did as they instructed and made my first and only intended appointment on December 28, 2023. The charge for $69.95 hit our credit card on December 31, 2023. During the same week of December 28, ****************************************************************************************************************** it was confirmed by the manager that it was received and processed and ensured us that we would no longer have any more charges since I did my 1 visit. On January 21, **** the company applied a second charge of $69.95. During my outreach to the company, they started the same story all over about how I needed to come in and use it even though they acknowledge that I cancelled it back in December and they already obtained the first payment of $69.95. They refused to give me my refund knowing we cancelled the service. All I want is my refund that I am owed. They have the cancellation document on file but they never really did cancel our membership service as requested. Instead they just continued to charge us another month's service. My husband also attempted to call them and they refused him the refund as well. This is fraud and they are stealing from cancelled customers.

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