Facelogic Essential Skincare

I spoke with *** *** personally in November to discuss declined payment for her October monthly facial. She was behind on her account at that time, she explained she was having
financial difficulties.She paid October's membership payment November 3, 2014, she made a payment arrangement with me to make her November payment by November 30, However she didn't pay November until December 10, I agreed to place a two month hold for *** ***s membership for December through January with the understanding that her membership would start up again in February We were unable to charge her monthly draft in February 2015, Her card declined once againIn March we were able to charge her card for February's monthly draft and also for the current month March*** *** failed to provide us with a written notice to cancel her membershipIf she had tried to cancel verbally with anyone at the spa, she would had been advised of our policy to cancel in writingHowever, I did refund her for the month of February as a courtesyShe then tried to go through her bank to reverse the second chargeThe bank denied her request and sided with meIt clearly reads in our contract, "day notice to cancel your membership is required"I have copies of the signed contract and all the declined credit card attempts if neededI tried to rectify this by refunding one of her drafts, I feel that was more than fair, especially after all the extra time, paperwork and stress this has caused me.
Sincerely,
*** ***
Facelogic Essential Skincare

Review: On April 25 2014 I used Facelogic services to get a facial for the first time. After my session I was told about their membership service. I was told that for $59.00 a month I would get a signature facial and discounts on any additional facials I wanted. I signed up for the service and signed a contract allowing them to charge my debit card monthly. In the beginning of August I called to cancel an appointment I had and to cancel my membership service. In September I took a trip out of the state. In November I realized that Facelogic had charged me for three months when I thought I had cancelled my membership. I called Facelogic and told them I had called and canceled my membership. I was told that I needed to give 30 days written notice. I went down to talk to them. I talked to the woman who usually gave me my facials, I believe her name was [redacted]. She told me that it was up to the owner ([redacted]) if I would get a refund, but most likely I would not. I wrote her a note right there to cancel my membership and I made dates to get the facials that I made been charged for but had not received. December should have been my last payment for the service. In January or February of this year I received I phone call from [redacted] saying I missed an appointment and asked if I was coming in. I told [redacted] that I was not coming in and reminded her I had cancelled my membership. She remembered that I had cancelled my membership. On April 1st I realized I had been charged twice on the 16th of March for $59.00. Once again I called Facelogic to see what happened. I talked to [redacted] and she said that my account had not been canceled just put on hold. While we discussed the possibility of a hold in November, I told her did not want that. I wanted to cancel my contract. Even though she charged me twice she said she would only refund me one payment of $59.00. At that point I called my bank to put through a stop payment on Facelogic and to put in a dispute over the $59.00 that [redacted] was not going to refund me.Desired Settlement: I would like both charges of $59.00 refunded not just one.

Business

Response:

I spoke with [redacted] personally in November 2014 to discuss declined payment for her October monthly facial. She was behind on her account at that time, she explained she was having financial difficulties.She paid October's membership payment November 3, 2014, she made a payment arrangement with me to make her November payment by November 30, 2014. However she didn't pay November until December 10, 2014. I agreed to place a two month hold for [redacted]s membership for December 2014 through January 2015 with the understanding that her membership would start up again in February 2015. We were unable to charge her monthly draft in February 2015, Her card declined once again. In March we were able to charge her card for February's monthly draft and also for the current month March. [redacted] failed to provide us with a written notice to cancel her membership. If she had tried to cancel verbally with anyone at the spa, she would had been advised of our policy to cancel in writing. However, I did refund her for the month of February 2015 as a courtesy. She then tried to go through her bank to reverse the second charge. The bank denied her request and sided with me. It clearly reads in our contract, "30 day notice to cancel your membership is required". I have copies of the signed contract and all the declined credit card attempts if needed. I tried to rectify this by refunding one of her drafts, I feel that was more than fair, especially after all the extra time, paperwork and stress this has caused me.