Accurate Hood Service

To Whom It May Concern: First and foremost, please note that Massage Heights franchises are individually owned and operated; and there has been a change in ownership and management team for the [redacted] location as of the of [redacted], so my response is based on the information I have...

available to me. We do, in fact, have an agreement on file for a 6-month agreement for a membership for [redacted]’s son.  Since he is a minor, [redacted]’s authorization is required and she has signed and initialed accordingly, to acknowledge the terms of the agreement.  As outlined in the agreement, ‘prepaids’ are available for use towards services for the duration of the entire term of the membership as long as the membership is current.   As [redacted] noted within the complaint and the background details, the agreement was purchased/signed for on [redacted] and the membership expired [redacted].  As of [redacted], the membership was no longer current thus ‘prepaids’ were no longer available as of this date—in accordance of the agreement.  Standard ‘No-Show’ and cancellation policies were also agreed upon in the agreement.  As [redacted] provided in her complaint, a ‘no-show’ was, indeed, recorded in our system in [redacted].  However, associated fees were not assessed as a courtesy, due to the urgent and sensitive nature that caused the ‘no-show’. Our highest priority is to accommodate our guests with the utmost highest quality in customer service. It is not uncommon for us to allow a member to use expired prepaid(s) towards services, so long as they are within reason and with management approval.  However, again, we make this exception as a courtesy to provide the best possible customer experience. Since her initial phone call to our retreat, I have since reached out to [redacted] to extend this very courtesy—despite the fact that the ‘prepaids’ expired well over three months ago; as well as dispel any miscommunication or misunderstanding regarding the signed agreement, with the intent to provide a copy of the agreement we have on file for the sake of transparency. Lastly, to touch bases on the claim that there is a class-action lawsuit filed against Massage Heights.  Let me be clear that I am not a trained or licensed attorney so the following is based on my own personal opinion.  I am not aware of nor believe that there are any lawsuits against Massage Heights—corporate, franchised, or otherwise—based on my own, personal research completed internally (from reaching out to my senior-level management team) and externally (from publicly-accessible information and various other sources).  Again, this based on my own findings. [redacted] stated in her “Desired Settlement” that she would like to use the one remaining facial that was paid for but not received.  As aforementioned, I have personally reached out to her by phone and left a voicemail-- to no avail.