Hand and Stone Massage and Facial Spa Reviews (%countItem)
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Hand and Stone Massage and Facial Spa Rating
Address: 13247 South St, Cerritos, California, United States, 90703-7307
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I was continually charge a monthly fee for services while the business was closed. I was told an e-mail went out (March 20,2020) to inform clients of the continued charges however the company didn't have my e-mail address and never contacted me even though the a letter or a phone call/text that they would continued to charge clients for services that couldn't be used. The business is closed due to the pandemic and has no idea when they will reopen or if they will reopen. I wanted a refund on charges made during the closure since I was not informed of the continued charging of monthly fees. Who would have thought they would continue to charge for serves they were not & could not provide at this time.
Product_Or_Service: spa treatments
Billing Adjustment I would like the charges refunded that were charged during the time the business remained closed. On 06/20 a *** was collected from my credit card again on 7/24 *** and again on 7/25 for *** I have more than 3 prepaid services on the books already and they can keep those services!! I have NO interest in walk through their doors again after the way I was treated. Heck NO!!!!!!!
Ms. is a member with us, and as such she signed a Membership Agreement authorizing us to charge a recurring monthly membership fee of *** This is a legally binding contract.
During our closure due to COVID-19, we offered our members the option of continuing to pay their monthly dues, or freezing their accounts at no cost. Those who chose to keep their memberships active were rewarded with a gift card for a FREE massage or facial to use once we re-open. This was communicated MULTIPLE times, with the first email notification sent out to all members on March 18, hours after we were forced to close The vast majority of our members, more than 70 %, chose to keep their accounts active during our shutdown. We are not like a gym where you would be receiving no value for your membership during a closure. The monthly packages our members receive after paying their membership dues are prepaid services that may be used at any time in the future.
The email address we have on file for Ms. is the one she provided to us on her initial visit to our spa - *** We have record of that on a form that she filled out in her own handwriting and signed. We are not responsible for the fact that she provided us with a non-working email, and therefore she didn't receive our communications.
Our Membership Agreement, which she signed, also clearly states that monthly membership dues are non-refundable.
We have not by any means "stolen any money." All of the fees she was charged for were well within the means of our Membership Agreement and legally binding.
We have reached out to Ms. multiple times to express a willingness to work with her, and even potentially refund some of the fees, even though she was contractually bound to pay those fees. Unfortunately, she has chosen to ignore us. Her preference at this time seems to be to take her complaint public.
Our manager attempted to very calmly explain the situation to her over the phone, and work towards a reasonable resolution. Her response was to get belligerent with her, demanding "to speak with the owner." All of our phone calls are recorded, and we have retained a record of that call to demonstrate that we were attempting to resolve the situation while she was intent on berating our manager.
We understand that these are difficult and uncertain times, and we have gone well out of our way to be flexible with our customers in resolving issues such as these. However, we do still hold our customers responsible for their contractual obligations. We are not able to monitor everybody's personal finances. Ms. even mentioned in her phone call with our manager that she didn't check her credit card statements for several months at a time, and now wanted us to resolve the situation for her retroactively. We are still more than willing to work with her towards a reasonable solution if she so desires.