Banco Roofing & Building Supply, Inc.

To whom it may concern: I am sorry that it is past the initial days you stated
you wanted the response in, but we just received this form yesterday. We would be happy to speak with the client and get this resolved for her but we haven't had a chance to do that because a manager was not spoken to *** *** signed a 12-month membership agreement on May 27, and in it it states that the membership then will go into auto-renew until she cancels it by filling out a cancellation form. I am attaching the documentation of the times we tried to contact *** regarding her account. On 2/5/we called and told her that her account was suspended due to her payment not coming out. It had come out fine up until then. During that call she stated she wanted to cancel and the manager that spoke with her told her we just needed to get her account out of suspend and then she could fill out a cancellation form and we could get that cancelled for her. She said she would call back. On 2/23/and 3/24/15 we left a voicemail with her trying again to get her account out of suspend and see if she wanted to cancel still. At no point did she mention she could had cancer and could not get massages or we would have taken care of that. With our cancellation policy if there is a doctor's note stating the client can not get massage we cancel immediately and no more charges will come out. We were not informed this was the situationOn 4/7/and 4/17/we sent letters regarding her suspended account to try and reach her that wayOn 4/29/she came in not understanding why she owed so much money. It was because it had been since February that her EFT's could not come out and she never filled out the cancellation form we needed. Had she spoken with management and told us about her condition we would have taken care of her. We would be happy to reactivate a few of the massages if she would like to gift a few to others. The front desk is not able to do that but in speaking with a manager we could have handled this situation for herI hope we can get this resolved. If you have any other questions please let us knowThank you, Holly N*** Director of Operations Massage Envy Spa