Elements Massage Warren

[redacted] requested termination because she was charge a fee for no show to a confirmed appointment, which is per our policyShe verbally requested termination of her membership, but was told she needed to fill out a simple form so we have proper documentation for itWe also state in the agreement that client must provide days notice of cancellation [redacted] refused to fill out the form nor provide us with the required days noticeHowever, as a courtesy we did went ahead an terminate her membershipHowever the system that we use did not seem to accept it in December, and again in JanuaryAs soon as we noticed the December charge, it was immediately voided (thus [redacted] was never charged, it only showed as pending and then voided)However, for January we were not aware that [redacted] was being charged again until she notified us on January 4thOn January 4th, we immediately investigated and refunded the amount of $We reconfirmed with the software vendor to make sure that her account has been terminated and she would not be charged in the futureHowever, if the charges do appear, then we will immediately rectify it as we have done in the pastI could not reach [redacted] earlier because I had personal matters to tend to, but I had made sure my staff kept her updated of the resolutionsWe are known for our excellent customer service, as shown in our customer feedbackI sincerely apologize for the issue and inconveniences that [redacted] has encounteredI hope we are able to resolve this issue to her satisfaction once and for all

Complaint: ***
I am rejecting this response because:The "manager" or "Owner" has not told the truth in his responseNor has contacted me or returned my moneyI am looking forward to speaking with him
Regards,
*** ***

[redacted] requested termination because she was charge a fee for no show to a confirmed appointment, which is per our policy. She verbally requested termination of her membership, but was told she needed to fill out a simple form so we have proper documentation for it. We also state in the agreement...

that client must provide 30 days notice of cancellation. [redacted] refused to fill out the form nor provide us with the required 30 days notice. However, as a courtesy we did went ahead an terminate her membership. However the system that we use did not seem to accept it in December, and again in January. As soon as we noticed the December charge, it was immediately voided (thus [redacted] was never charged, it only showed as pending and then voided). However, for January we were not aware that [redacted] was being charged again until she notified us on January 4th. On January 4th, we immediately investigated and refunded the amount of $63.13. We reconfirmed with the software vendor to make sure that her account has been terminated and she would not be charged in the future. However, if the charges do appear, then we will immediately rectify it as we have done in the past. I could not reach [redacted] earlier because I had personal matters to tend to, but I had made sure my staff kept her updated of the resolutions. We are known for our excellent customer service, as shown in our customer feedback. I sincerely apologize for the issue and inconveniences that [redacted] has encountered. I hope we are able to resolve this issue to her satisfaction once and for all.

Review: Elements Massage of Warren has poor customer service which lead to my cancellation request in November of 2015. On December 1, 2015, I was charge a monthly fee that should have been suspended due to cancellation of services. It could have been a mistake, at least that was my initial thought. After speaking with Olivia (representative) she confirmed the owner would reach out to me and provide me with a refund. On January 4, 2016, I incurred another monthly charge for services that were cancelled in November 2015. This was the second month in a row I was charge for a service that I don't use AND cancelled. The owner has yet to return my call after me leaving 4 messages.Desired Settlement: I wished to be refunded for January 2016 and confirmation in WRITING that my account will not be charged going forward from the owner of the establishment.

Business

Response:

[redacted] requested termination because she was charge a fee for no show to a confirmed appointment, which is per our policy. She verbally requested termination of her membership, but was told she needed to fill out a simple form so we have proper documentation for it. We also state in the agreement that client must provide 30 days notice of cancellation. [redacted] refused to fill out the form nor provide us with the required 30 days notice. However, as a courtesy we did went ahead an terminate her membership. However the system that we use did not seem to accept it in December, and again in January. As soon as we noticed the December charge, it was immediately voided (thus [redacted] was never charged, it only showed as pending and then voided). However, for January we were not aware that [redacted] was being charged again until she notified us on January 4th. On January 4th, we immediately investigated and refunded the amount of $63.13. We reconfirmed with the software vendor to make sure that her account has been terminated and she would not be charged in the future. However, if the charges do appear, then we will immediately rectify it as we have done in the past. I could not reach [redacted] earlier because I had personal matters to tend to, but I had made sure my staff kept her updated of the resolutions. We are known for our excellent customer service, as shown in our customer feedback. I sincerely apologize for the issue and inconveniences that [redacted] has encountered. I hope we are able to resolve this issue to her satisfaction once and for all.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The "manager" or "Owner" has not told the truth in his response. Nor has contacted me or returned my money. I am looking forward to speaking with him.

Regards,