Elements Massage

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 5, 2015/08/10) */
Our program is $59 a month and that includes a one hour session. The regular rate is $89, it is a $30 savings each month.
This is a comment from the front desk associate who [redacted] spoke with: [redacted] called in on 7.31.15 wondering why he...

doesn't have a session on his account anymore. I explained to him in detail the cancellation policy and he was very upset and proceeded swearing at me "we F*ed him out of $60 and he wants his money back!" I offered to put him into the operation managers(OM) voice mail and he declined. He said he would be here on Monday morning to speak to her in person. I did apologize for the confusion if there was any on our part and told him to have a good weekend and I hoped the OM would be able to provide more clarity for him on Monday.
[redacted] never came in to discuss this with the operations manager nor did he try and call. We are very understanding in these situations and would have made it right without having him go to the Revdex.com. I have attached a copy of the termination form that [redacted] filled out and signed.

We understand Ms. [redacted]'s concerns, and we again want to clarify a few things.  Again, Elements does not charge anyone's credit card without authorization.  Ms. [redacted] came in for a service and did not have a session on account to pay for it, so her credit card was charged for services rendered.  She was never charged for her father's session; she was charged for her own session, which she authorized when she signed up for her membership.  Her father, as an associate on Ms. [redacted]'s account, had previously used a session that had accrued on Ms. [redacted]'s account, which Ms. [redacted] and her father both authorized for each other when they signed up for the membership.  The confusion stems from the fact that an associate is able to use another member's sessions, and Ms. [redacted] was not aware that her father had used her session before she came in for her massage.  When Ms. [redacted] presented us with her concern about her father having used her session, we promptly discussed the issue with her father who gladly resolved the issue and paid for his session separately.  Elements has not committed any kind of a fraud.  All charges to Ms. [redacted]'s account were properly accounted for and were for services rendered by Elements.  Ms. [redacted]'s concerns are very important to us, and when they were raised, both the [redacted] and [redacted] promptly addressed the issue directly with her and her father.  We appreciate Ms. [redacted]'s feedback and wish her the best.

Client was not happy about our cancellation policy. If a client needs to cancel an appointment we ask that they give us 6 hours notice she stated she had an emergency and could not make the girls in the front pulled her session. She then came into fill out a termination form. On the form she signed...

it clearly states she would be charged for her last month of may. When we processed her may payment, it declined. Therefore leaving her membership on a declined status which means she could not any sessions until her membership is in good standing and in order for it to be in good standing she had to pay for may. I have spoken to her and we agreed that she will get her session back and she would pay for may and that she has until june 30th to use all her sessions.

I appreciate the feedback from Mr. [redacted] and am sorry to hear he is disappointed with the level of customer service he has received.  All of our members are able to enjoy the benefits of their memberships while the membership is active and in good standing.  I do not feel it is...

appropriate for me to address this specific matter publicly, but I would be happy to talk with Mr. [redacted] about the status of his account and address any concerns he has about it directly.  I'm confident we can resolve any concerns he has and find a solution!  If he contacts me directly, I'd be happy to come up with a few options for him!