Crossroads Plaza Massage Heights of Cary

canceled my membership in November 2013. I had to go sign papers when I have health issues. in January they took out 119.98 out of my account.they took out the money with no notice and I complained to the corporate office. finally got a phone call and the guy told me to get a doctor's note faxed. I did what he said and now no phone call to let me know about the refund of my money. I have [redacted] and [redacted] and in my doctors note it states that I cannot get this kind of therapy. I need my money back for my medicine for my [redacted] cause it causes me to be bed ridden if I don't take my medicine. now I can't get my medicine cause they took out 119.98 out of my account. they have called to let me know what is happening and I think this is poor excuse of management. Desired SettlementI am seeking a refund of 119.98 that they took out my account with no notice or any phone calls. they said they called me but I have had my phone with me all the time and there has been no phone calls. please I need my 119.98 back for medicine for my [redacted] and [redacted] right now. my health conditions does put me in the bed until I take my medicine and I can't right now cause they took this money out of my account. please help me and refund my money.Business Response Resolution: Customer's membership has been canceled as she submitted required documentation on 1/27/14. As a show of good customer service, we have refunded the customers's payments for December and January.Explanation: 5/18/13 - Customer received services, which she loved, and elected to enroll in a 12-month membership to allow her to come more frequently at a discounted rate. 6/10/13 - Customer calls to cancel her 6/19/13 appointment and her membership. Customer was offered to have her account put on hold with no charge and prior to first dues being paid. Because of her financial difficulty we went against our own rules to do this for her. She said she needed to have her June and July dues to not be drafted. We agreed and she knew her dues would resume in August.8/29/13 - Customer received service and scheduled her next appointment.10/23/13 - Customer called to cancel her 10/24/13 appointment due to health reasons11/21/13 - Customer called to cancel her membership and was told that in order to start the cancellation process a cancellation form must be filled out. She came in and filled out a cancellation form.11/22/13 - Customer was called to inform her that because of her medical conditions, we are able to cancel her membership earlier than agreement states, but that we need a doctor's note stating she is unable to receive massage.1/22/14 - Received notice from corporate office that customer had contacted them regarding on-going charges after membership cancellation.1/23/14 - Left message for customer to call back regarding her complaint.1/23/14 - Customer called back to speak about her membership cancellation and was asked if she had ever sent in the doctor's note we requested in November. She said she never got a call. She mentioned looking online and seeing that she can cancel her membership at anytime without a charge. The customer was reminded of the conversation we had with her on 6/10/13 regarding her membership and letting her know she could not cancel her membership and instead we waived two months of dues to allow her to get through her financial hardship. Customer said she was going to have her doctor fax a letter. She was told we could cancel the membership with a note from the doctor, but we would have to see what could be done about the two recent drafts, but we could not guarantee anything would be done as we did not have the information requested in November.1/27/14 - Customer's doctor faxed documentation stating that customer is unable to travel to our location due to medical conditions.1/31/14 - Customer opened case with Revdex.com to receive a refund. 2/03/14 - Received and responded to complaint notice from Revdex.com. Customer has been refunded $119.98 and will no longer be charged as membership was canceled per documentation sent to our business on 1/27/14.

Unauthorized Credit Card Charge I joined and had a relationship with Massage Heights for more than 2 1/2 years (since January 2014). Massage is good therapy for my back problems. In order to obtain the best rates for a 60 minute massage was to join their membership. That meant committing to a one year draft from a credit card. At that time I voiced a concern regarding missed sessions/months without having a massage because of travel. I was assured that would not be a problem. They would let me make up or credit missed sessions to the next month(s). I joined Massage Heights in January 2014 with this agreement. That worked well until June 2016. There were several months that I, in fact, missed a massage and a credit was made. Sometimes I would use the credit, or part of it for a 90 minute session and carry the balance forward. At one point I was told that I had built up 11 such hourly credits of $64.99. I was slowly working that credit balance off. On June 30th 2016 I had a 90 minute massage. At check-out I gave the person working the desk for a tip. She ran the card and gave me a credit card statement to sign for $31.99. I asked why that was way more than the tip I had authorized. She explained that was for the extra 30 minutes exceeding my monthly hour massage. I explained that I had credits built up for missed months of at least seven sessions that I was working off. She would not acknowledge any credits and said that I owe the bill she gave me. I refused to sign that the $31.99. bill. I told her I would talk to management before my next massage. When I received the credit card bill for June-July 2016 that $31.99 appeared. This is entirely unethical and contrary to the agreement I had with Massage Heights. So I disputed the charge that I had not signed. I now expect Massage Heights to make this right. To do that I want to immediately stop the monthly draft from my credit card and sever my membership. Then refund the six or seven credits of $64.99 that I have not used plus the $31.99 fraudulent charge on June 30. I really expected more ethical business conduct from Massage Heights. Our relationship had been very satisfying for over 2 1/2 years. I do not know why our agreement changed abruptly, without notification and then placing a $31.99 charge on my credit card I did not authorize by refusing to sign for the charge. Attached to this statement is four months of credit card statements showing the draft every month since January 2014. The pattern of drafts each month on the same day confirms this.I affirm that this statement is true and correct to the best of my knowledge.[redacted] R. [redacted]Desired SettlementRefund the $31.99 unauthorized charge on my credit card and refund the amount of money that I had built up because of missed/unused massage sessions per our agreement (per[redacted])when I joined this service in January 2014. That includes funds deducted in the months of July and August this year. Then immediately stop the draft on my credit card of $64.99 deducted on the 12th of each month.

After cancelation of my monthly membership with massage heights they continued to draft my bank account. This also happened to a friend of mine.After cancelation of my monthly membership with massage heights they continued to draft my bank account. This also happened to a friend of mine. When I confronted Massage Heights about this they continually give me the run around and are saying that I requested a six month freeze on the account when I requested the membership to be canceled. I am seeking a refund for the two months that Massage Heights drafted m y account after my cancelation request.Desired Settlement I am seeking a refund for the two months that Massage Heights drafted m y account after my cancelation request which totals $120.Business Response Client initially asked to cancel her account. After informing her that she could freeze her account as oppose to canceling it, she decided to do so. The client signed a freeze form in January of this year, making her account inactive until June of this year. We agreed to waive the standard $10/month fee for freezing an account and she was made aware that her dues payments would resume in July. This document is available for proof, if needed. The client called on 9/1/2014, asking for her money to be refunded and inquiring as to why her membership was not canceled. When the client was reminded that she had elected to freeze her account and signed a form to do so, she said it was "[redacted]". After telling the client that in order for her to cancel her membership, we simply need her to fill out a cancellation form, she began yelling and stating that she does not have the time to come down and fill out a form. She was told that a form could be sent to her, to which she stated, "No, I want my membership canceled right now and my money refunded or I'm coming down there. " She stated that we were lying and she didn't care about what mistake we made on our end, saying we are lying about the form she signed. She was again informed that she could fill out a form to cancel her membership, to which she stated she was contacting the Revdex.com and that she was coming to the location immediately. The client never came and still has yet to fill out a cancellation form.To resolve this issue, we simply need the client to fill out a cancellation form and/or submit written notice of cancellation so we can process the cancellation. This is a company policy and is clearly stated on her membership agreement. Once the cancellation has been processed, one more dues payment will draft and the client will have 30 days to use any remaining member services accumulated with dues payments.

This business has refused to cancel my membership and is continuing to deduct funds from my account.in December ,2013, I signed an agreement for a membership for a monthly massage. At the time of agreement, the terms of membership cancellation were not explained to me by the store manager. I came in January to cancel and the manager told me that I can go to a 3 month membership cause he could not change it in the system. And he would put a freeze on it and funds will begin being deducted on April 25 on a monthly basis and it would end in June 25th for $69.99. So I scheduled my last appointment which was to be my last deduction. Then I was told that I had to cancel and one more payment will be deducted. They knew I wanted to cancel in January and now they are trying to get more money from me that's not stated in the contract I signed. the manager made me sign a document under duress and this is not right. No more funds should be deducted from my account. I've asked for contact information for the corporate office and the manager was reluctant to give that information. Desired Settlementcancelled membership without any more deductions from my account.Business Response Client enrolled in 12-month membership on 1/2/2014. When a client decides to take advantage of our program, which gives a heavy discount for on-going services, we go through the agreement with them prior to them signing in two places and initialing 3 other sections. The client then requested the date for which her member dues are drafted be changed to the 25th of each month. On 1/30/14,prior to the client's first dues payment, she came in and stated that she is facing serious financial difficulties. The client asked for us to cancel the membership and brought in financial statements to illustrate the predicament she was in, saying she made a mistake signing up for the membership. As the client was visibly embarrassed and near tears we allowed her, against policy, to "freeze" her membership dues prior to her first dues payment. She was also not obligated to pay the typical $10/month fee for freezing membership dues. In doing so, the client would not be obligated to a dues payment until April 2014. At which point the client would be obligated to a minimum of 3 months of dues prior to being able cancel. The client agreed and was happy by us allowing her to do this. After taking advantage of the discounted rates for the 4 times she received services from our location, the client signed her cancellation notice on 7/9/14. We had discussion regarding the cancellation for approx 10 minutes prior to the client signing the cancellation form. The client was upset that she would have one last member dues payment as per the policy spelled out on the cancellation form and on the membership agreement. With the last dues payment on 7/25/14 the client will have paid a total of 4 dues payment of the 12 she was originally obligated to. Documentation of the original agreement and the cancellation can be supplied if needed.The client never requested any information regarding our corporate office. This information is public knowledge and we would not hide it nor would we ever want a client to feel they need to contact them. We feel we have been more than fair and accommodating to the client. We are a customer-centric company with a heavy focus on providing our guests with an incomparable, enjoyable experience. This is illustrated by the lengths to which we went to help this client in the difficult situation she was in.