Complaints

• Initial Complaint

  04/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I had been trying to cancel my membership since the summer of 2023 and was told I had to wait until my 6 months were up. When it was up in September, I was then advised I had to speak to a manager in order to cancel. The manager, Alicia, and I were playing phone tag for several weeks because she's not in all the time and when I finally got in touch with her at the end of the year, she was very rude and played dumb about them having a corporate number. She told me I had to speak to Francis, the franchise owner, in order to get a refund for all the months ($90.63/month) they kept charging me since I told them I wanted to cancel in September. A front desk person finally told me in January during a subsequent call after Francis hadn't called me back, that she sees Alicia left a note in the system to send me the cancellation form. Had they just done this in September, I wouldn't have this problem and be out 4 months of membership fees. Every time I went there for services to use up my initial 6 months of membership, I was told that there's a note in the system for Francis to call me back and they would leave a post it on his desk to "try to put me at this top of his list." Clearly, they have a lot of issues. Needless to say, it is now April 2024 and Francis has yet to call me. The front desk finally got Alicia to respond to them today about someone calling me back, but instead of calling me herself, she relayed to the front desk girl that the best she could do is refund me for one month. She lied and stated that Francis has "tried to leave me messages." I would like to be refunded the full 4 months that I had been trying to cancel.

  Business response

  04/19/2024

  Client submitted cancellation form to cancel her account on 1/24... the account was cancelled. The best thing we could do was refund December's billing and as a courtesy, we extended the expiration date of her services to 90 days instead of the corporate policy of 60 days. 90 days from the time the account was cancelled is 4/23/24; that is when the client has to use her sessions. December billing was refunded-- refunds take 7-10 business days 

  Customer response

  04/23/2024

  
  Complaint: 21574080
  
  I am rejecting this response because:I understand that I submitted the cancellation form on 1/24/24, the same day they finally sent me the cancellation form.  My issue is that I had been asking to cancel since September 2023 and they would not send me the form, which ultimately forced me to pay 4 months more than I wanted because they deduct it automatically from my bank account.  They kept stating a manager had to cancel my membership and after several months of playing phone tag, they eventually put a note in their system that a front desk associate could send me the cancelation form if I called again.  If they were allowing that, they should have just had a front desk associate handle it in the first place instead of wasting time.  They should have just sent me the form instead of letting more time pass while I waited for the general manager to call me.   They told me for months that the ** would call me as soon as possible and to this day, he has never reached out.  I still have 4 months worth of services that I havent used because not only did I not have time and couldnt afford it (which is why I had to cancel), but because I was expecting the ** to refund all 4 months to me.  It is not my fault that nobody sent me the form in a timely manner and this whole situation was dealt with in the most inefficient and unprofessional manner.  Also, they have not refunded me for December, like they stated.  They only called and left a message for the first time to get my card information on 4/19/24 so they can refund me just so they can include that in their response to you.  I have not spoken to them or received the refund yet.   I would still like 4 months of membership fees returned to me. 
  
  
  
  Regards,
  
  *****************************

*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. ↩