Hand and Stone Massage

[redacted] , The contract you signed August 22, was our Month-to-Month Lifestyle Agreement which includes automated monthly billing to provide members one minute service (massage or facial) for each billingThe Lifestyle Agreement includes multiple signatures and an initial to confirm our new member clearly understands the obligations and benefits of the agreementIn addition, our front desk verbally reviews the specifics of your agreement to confirm our new member understands the obligations and benefits of our programYour first signature on your membership agreement states: “I expressly authorize monthly deductions from the above referenced credit cardPayments will be deducted monthly for the month period starting on the 30th day after the date specified aboveAfter completion of the initial membership period, agreement will continue month to month and cancellation will be permitted with days written noticeThe Written Notice of Termination will be on a form supplied by Hand and Stone and you may receive and submit the notice via mail, fax, email, or hand delivery where you initially purchased your membershipAfter the Notice of Termination is submitted, one final monthly payment will be charged on the next regularly scheduled payment datePlease note that the start date of any renewing membership will commence on the expiration date of the previous membership period and not the date payment is made.” Your second signature confirms you agreed that Hand & Stone may revoke your membership for non-payment and that you “ expressly understood and agreed that this is a legally enforceable membership contract, that you have read and understood its terms and agree ”As a courtesy to our members, if they do not have a scheduled appointment by the time of their monthly billing, we contact them by phone or email to remind them of their billing and offer assistance in scheduling their next serviceWe keep track of contact with our clientsWe left a voicemail for you on November 21, and again December 21, to confirm your billing (occurring as specified in an active membership agreement)We do not cancel memberships unless we have the required, written termination form signed by our client as specified in your membership agreement which we never received from you.We pride ourselves on our customer serviceIt is unfortunate that you think of us as rude and arrogantYour accusations to do not reflect our business beliefs or our every effort to assist and help our clientsWe do not call our clients liars but we do uphold our policies and the terms of signed agreementsI have attached your signed and initialed agreement that confirmed your execution and understanding of your agreementIn closing, on January 9, your membership was canceled as you demanded by phone and your credit card information was erased from our system.On January 19, we received credit card chargeback disputes for $each which should have been refunded by nowYour bank controls that transactionWe are truly sorry you did not understand the contract that you signedIt’s unfortunate that you will no longer receive the many massage, skin care and waxing benefits offered by our spaWe sincerely hope you find a facility that will provide the services you deserveHand & Stone Massage and Facial Spa, Rancho Santa Margarita

I had terminated my membership in August by written documentation in the store due to financial reasons At that time, they explained I would be charged an additional fee (equivilant to one month service $59.95) I told them that I was terminating due to financial purposes and NOT deduct from my account They had already owed me massages which were already paid for, therefore I told them to keep those massages, I won't come in for those owed massages as long as I'm not charged again They ended up charging my account I complained, filled out ANOTHER termination form and was charged AGAIN just a few days later By that time, I decided they should owe me for 4, not just the (equal to $239.80)Every time I go into the store or call, the manager is not thereThe last exchange via email was days ago, yet I promised follow up about days ago, max and even then I wasn't guaranteed a refund at all...email from the store manager stated "I'm waiting on the final decision on th

[redacted], The contract you signed August 22, 2017 was our Month-to-Month Lifestyle Agreement which includes automated monthly billing to provide members one 50 minute service (massage or facial) for each billing. The Lifestyle Agreement includes multiple signatures and an initial to confirm...

our new member clearly understands the obligations and benefits of the agreement. In addition, our front desk verbally reviews the specifics of your agreement to confirm our new member understands the obligations and benefits of our program. Your first signature on your membership agreement states: “I expressly authorize monthly deductions from the above referenced credit card. Payments will be deducted monthly for the 1 month period starting on the 30th day after the date specified above. After completion of the initial membership period, agreement will continue month to month and cancellation will be permitted with 30 days written notice. The Written Notice of Termination will be on a form supplied by Hand and Stone and you may receive and submit the notice via mail, fax, email, or hand delivery where you initially purchased your membership. After the Notice of Termination is submitted, one final monthly payment will be charged on the next regularly scheduled payment date. Please note that the start date of any renewing membership will commence on the expiration date of the previous membership period and not the date payment is made.” Your second signature confirms you agreed that Hand & Stone may revoke your membership for non-payment and that you “… expressly understood and agreed that this is a legally enforceable membership contract, that you have read and understood its terms and agree …”. As a courtesy to our members, if they do not have a scheduled appointment by the time of their monthly billing, we contact them by phone or email to remind them of their billing and offer assistance in scheduling their next service. We keep track of contact with our clients. We left a voicemail for you on November 21, 2017 and again December 21, 2017 to confirm your billing (occurring as specified in an active membership agreement). We do not cancel memberships unless we have the required, written termination form signed by our client as specified in your membership agreement which we never received from you.We pride ourselves on our customer service. It is unfortunate that you think of us as rude and arrogant. Your accusations to do not reflect our business beliefs or our every effort to assist and help our clients. We do not call our clients liars but we do uphold our policies and the terms of signed agreements. I have attached your signed and initialed agreement that confirmed your execution and understanding of your agreement. In closing, on January 9, 2018 your membership was canceled as you demanded by phone and your credit card information was erased from our system.On January 19, 2018 we received 3 credit card chargeback disputes for $59.95 each which should have been refunded by now. Your bank controls that transaction. We are truly sorry you did not understand the contract that you signed. It’s unfortunate that you will no longer receive the many massage, skin care and waxing benefits offered by our spa. We sincerely hope you find a facility that will provide the services you deserve. Hand & Stone Massage and Facial Spa, Rancho Santa Margarita

To whom it may concern, Attached is my response to complaint # [redacted] that was submitted by [redacted]. Also attached is a copy of our membership agreement that was signed by [redacted] on June 18th, 2016. Thank you[redacted]Spa Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company's response is totally untrue, but at this point, I do not want to deal with them anymore.   Thanks for your help.  
Regards,
[redacted]