Hand & Stone Massage and Facial Spa North Arlington

December 9, 2017*** *** ***
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***Dear Madam/Sir,This letter is in response to a complaint submitted on November 14, and assigned reference ID ***. The following is the history for the two customers in
this matter: Both customers came in for massages and signed up for our monthly Lifestyle Program (membership) on July 6, 2016. The membership expressly states:I EXPRESSLY AUTHORIZE MONTHLY DEDUCTION FROM THE ABOVE REFERENCEDCREDIT CARDPayments will be deducted monthly for the month periodstarting on the 30th day after the date specified aboveAfter completion of theinitial membership period, agreement will continue month to month andcancellation will be permitted with days written noticeThe Written Notice ofTermination will be a form supplied by Hand and Stone and you may receive andsubmit the notice via mail, fax, email or hand delivery where you initiallypurchased your membershipAfter the Notice of Termination is submitted, onefinal monthly payment will be charged on the next regularly scheduled paymentdate.The membership also states:All monthly prepaid services expire ninety (90) days following the MembershipEnd Date or the submission of the Notice of TerminationNo cash refunds or giftcards will be issued for unused services. On January 23, 2017, the customers notified the spa that they wanted to cancel their membership but opted to freeze their account for months (the maximum time permitted) instead so they could use their unused pre-paid packagesThe spa manager froze both accounts and explained that by freezing their accounts, as opposed to cancelling, will give them months to use their pre-paid packages and they will not expire since their membership will remain active.Three (3) months later their membership was automatically unfrozen and reverted back to month-to-month. On August 18, 2017, the customers cancelled their membership. The manager even did an immediate cancel (by over-riding the system’s requirement of a 30-day notice to cancel) so they would not have to be charged one final time (which is also outlined in the membershipagreement and stated above).On November 12, 2017, both customers came in for massage services and questioned about their expired pre-paid packages. One of our spa associates told them our manager would be in touch when she returned to work.? On November 14, 2017, our spa manager reached out to the customer and explained the policy of the expired unused packaged per the agreement they both signed on July 6, 2016. As a courtesy, our manager was able to unexpired two unused packages for their use.From the transaction history, the client with initials ***has unused expired packages (value of $148.85) and the client with initials ***has unused expired packages (value of $249.75). The total value of the expired packages (8) between the two customers is $398.60. Both customers signed the Lifestyle Program agreement that outlined the parameters of any unused pre-paid packages. The customers were notified of any unused packages expiring (1) when they signed up for the program on July 6, 2016, (2) when they froze their accounts on January 23, and (3) when they cancelled their memberships on August 18, 2017. A total of eight (8) unused expired packages remain between the two customers, which value at $398.60. These packages are expired and will not be refunded per the membership agreement.Should you have any questions or need further information, please contact me.Sincerely,*** ** ***OwnerHand & Stone Massage and Facial Spa*** *** *** *** ** ***spa: (***mobile: ***email: ***