Facelogic Spa

Ms [redacted] never attempted to cancel her account or request a copy of her contract, as indicated in her response Our staff is accustomed to handling these types of requests and does so regularly with no issue As the owner of the business I am intimately involved in customer satisfaction including the monitoring of cancelations which happens monthly for a variety of reasons without incident (this is a common occurrence in the service business) so I can assure you if this customer has been trying to “cancel my account, in person, on multiple occasions over the years”This would not be the first time I’d be hearing of it As originally stated, Ms [redacted] had only one unused facial when she last visited the spa on November 5, Any subsequent unused/missed facials were due to her not returning to the spa after that date Please note the following: Ms [redacted] signed her contract of her own free will and was given a copy of her signed contract at that time (which was provided in our previous response, where her signature along with her initials were clearly indicated next to our cancelation policy) Any request for an additional copy would have been promptly honored Since her membership began on April 3, 2013, Ms [redacted] has received the benefit of her signed contract offering special member pricing on services, upgrades, products, etc Signing this contract is no different than any other service contract for cable, cellular service, gym membership, etc The discounted services agreed to are available to the member upon execution of the contract Even if a customer never turns on their TV, uses their cell phone or goes to the gym, the contractual charges are still due; Facelogic Spa’s contract is exactly the same Ms [redacted] said in her initial complaint that she was never told about the loss of missed facials when if she cancels However, when we submitted her signed and initialed contract, she changed her answer which would indicate that Ms [redacted] was aware of this policy In a final attempt to resolve this issue and to avoid further distraction we are prepared to allow Ms [redacted] to use the value of three missed facials (a total of $149.00; $49.00x3) for services and/or product She can bundle the credit for more than one service (facial, massage, upgrades, peel, etc.) in a single visit so that repeat visits to Facelogic aren’t required These three missed facials ($value) will be available to her until December 31, without any exception or extension which at that time, Ms [redacted] can submit her formal, written cancellation As a reminder, she still has not cancelled her contract however as a courtesy we have stopped drafting her monthly contractual obligationWe will not refund any money or make any additional missed facials available to Ms [redacted] This is the only compromise that we are willing to makeWe take complaints very seriously and any derogatory or disparaging remarks posted to any social media site will be met with swift legal action and pursued to the fullest legal extent possible We have provided this information to our law firm (Gray Plant Mooty, West StGermain Street, suite 500, StCloud MN Attn: Steve Kutscheid) who continues to monitor this dispute Facelogic Spa is operating within the guidelines of the contract that Ms [redacted] , and every other customer, freely signsWe will require written confirmation of Ms [redacted] ’s acceptance or rejection of our offered resolution in addition to her written confirmation canceling her current Facelogic membershipPlease find our documentation attached Tricia ***, Accounting Manager Facelogic Spa Waite Park, MN

Lynn *** has been an active member of Facelogic Spa in Waite Park, MN since April 3, Her last visit to our spa was on November 5, at which time she had two services She had one unused prepaid session from her September 3, draft Her monthly payment processes on
the 3rd of every month, per her signed contract (Attached) Her contract also states, and she specifically initialed, that if a member misses a facial, only three can be made up per year and that missed facials will not result in a credit or a refund and cancellation of the agreement voids all missed facials (Attached)Ms*** never contacted us regarding any cancellation or inquiries into her account status until August 25, At that time, we did put her account on "Hold" so that no additional payments would be processed We did this as a courtesy to her As of today, she still has not cancelled her account Her contract also states that all cancellations require a written noticeFacelogic Spa is operating within the guidelines set forth in the contract that Ms*** signed and no refunds or credits are due to her

I am rejecting this response because:
Their response is incorrect I tried to cancel my account, in person, on multiple occasions over the years I was told I would forfeit my numerous months/services I had built up (which was waaay over three) They never, ever mentioned only three could be accrued, nor did they let me review my contract. I want to know how many drafts have occurred vshow many services have been used I want all unused services/drafts that have gone unused either refunded or I am able to use ALL of them without any further charges

Ms. [redacted] never attempted to cancel her account or request a copy of her contract, as indicated in her response.  Our staff is accustomed to handling these types of requests and does so regularly with no issue.  As the owner of the business I am intimately involved in customer satisfaction including the monitoring of cancelations which happens monthly for a variety of reasons without incident (this is a common occurrence in the service business) so I can assure you if this customer has been trying to “cancel my account, in person, on multiple occasions over the years”. This would not be the first time I’d be hearing of it.  As originally stated, Ms. [redacted] had only one unused facial when she last visited the spa on November 5, 2016.  Any subsequent unused/missed facials were due to her not returning to the spa after that date.  Please note the following:   Ms. [redacted] signed her contract of her own free will and was given a copy of her signed contract at that time (which was provided in our previous response, where her signature along with her initials were clearly indicated next to our cancelation policy).  Any request for an additional copy would have been promptly honored.   Since her membership began on April 3, 2013, Ms. [redacted] has received the benefit of her signed contract offering special member pricing on services, upgrades, products, etc.   Signing this contract is no different than any other service contract for cable, cellular service, gym membership, etc.  The discounted services agreed to are available to the member upon execution of the contract.  Even if a customer never turns on their TV, uses their cell phone or goes to the gym, the contractual charges are still due; Facelogic Spa’s contract is exactly the same.   Ms. [redacted] said in her initial complaint that she was never told about the loss of missed facials when if she cancels.  However, when we submitted her signed and initialed contract, she changed her answer which would indicate that Ms. [redacted] was aware of this policy.   In a final attempt to resolve this issue and to avoid further distraction we are prepared to allow Ms. [redacted] to use the value of three missed facials (a total of $149.00; $49.00x3) for services and/or product.  She can bundle the credit for more than one service (facial, massage, upgrades, peel, etc.) in a single visit so that repeat visits to Facelogic aren’t required.  These three missed facials ($149.00 value) will be available to her until December 31, 2017 without any exception or extension which at that time, Ms. [redacted] can submit her formal, written cancellation.  As a reminder, she still has not cancelled her contract however as a courtesy we have stopped drafting her monthly contractual obligation. We will not refund any money or make any additional missed facials available to Ms. [redacted].  This is the only compromise that we are willing to make. We take complaints very seriously and any derogatory or disparaging remarks posted to any social media site will be met with swift legal action and pursued to the fullest legal extent possible.  We have provided this information to our law firm (Gray Plant Mooty, 1010 West St. Germain Street, suite 500, St. Cloud MN 56301 Attn: Steve Kutscheid) who continues to monitor this dispute.  Facelogic Spa is operating within the guidelines of the contract that Ms. [redacted], and every other customer, freely signs. We will require written confirmation of Ms. [redacted]’s acceptance or rejection of our offered resolution in addition to her written confirmation canceling her current Facelogic membership. Please find our documentation attached.   Tricia [redacted], Accounting Manager Facelogic Spa Waite Park, MN