December 6, 2015Dear [redacted]:Thank you for your letter of November 24. I am sorry to learn of [redacted]'s Complaint, and wanted to respond to her allegations. [redacted] signed a membership agreement with our salon in December, 2014. A copy of that agreement is attached. The terms of the...
contract require an initial 3-month commitment by the member, in order to secure significantly discounted pricing and other benefits. After the initial 3 months, the contract explicitly states that the member will continue to be billed on a monthly basis until they cancel their membership in person and in writing. As you will see on the contract, these terms are clearly spelled out, and [redacted] agreed to each and every term, as indicated by her initials and her signature.The only record we have at our salon of her contacting us to cancel was in October, 2015. At that time, she spoke with my salon manager, and stated that she had called to cancel previously, but was still being charged. My manager explained our cancellation policy, and [redacted] indicated that she had moved from Pennsylvania to New Jersey (although note that her address on the complaint is still in Morrisville, PA, where our salon is located), and could not come to the salon in person. My store manager agreed to cancel the account at that time, and then referred [redacted]'s request for a refund to me. We have a very strict no refund policy at our salon, however we do provide store credit in certain cases. After reviewing [redacted]'s membership history, instructed my manager to provide a store credit worth 3 months of membership (value $65.97). My manager did so, and left [redacted] a message in that regard.Subsequently, [redacted] contacted the salon again, and asked to speak directly with me. I returned her call and left her a voicemail, providing both my mobile phone number and my home phone number, so that she could contact me easily. I heard nothing further from [redacted] until receiving your letter. Although I appreciate that [redacted] feels she is entitled to a refund, our contract and all receipts provided to our members clearly state all our policies, including that memberships will continued to be billed on a month-to-month basis until they are cancelled in writing. We provide a carbon copy of all documents to our members. I am enclosing copies of our membership and cancellation forms for your information. Occasionally we have members, like [redacted], who later regret paying monthly dues when they haven't been visiting the salon. Unfortunately, if we provided refunds for every member who demanded them based on non-use of their membership, our business would suffer significantly, much like any health club or other dues-based business would. Our members are provided with significant price discounts and other benefits in exchange for their commitment to monthly dues. It is a common business model, and one with which most consumers are very familiar.I'm sorry that [redacted] is disappointed, but I have provided her with a store credit of $65.97 (equivalent to 3 months of dues) which she is free to use for any services or products at our salon. Since it appears that her work address (assume that the Morrisville address is a work address, since she has represented that she now lives in New Jersey) is only a few minutes from our location, I'm confident that she will be able to take advantage of this credit.Should you have any further questions, please don't hesitate to contact me.Jennifer L. Owner
December 6, 2015Dear [redacted]:
Thank you for your letter of November 24. I am sorry to learn of [redacted]'s Complaint, and wanted to respond to her allegations. [redacted] signed a membership agreement with our salon in December, 2014. A copy of that agreement is attached. The...
terms of the contract require an initial 3-month commitment by the member, in order to secure significantly discounted pricing and other benefits. After the initial 3 months, the contract explicitly states that the member will continue to be billed on a monthly basis until they cancel their membership in person and in writing. As you will see on the contract, these terms are clearly spelled out, and [redacted] agreed to each and every term, as indicated by her initials and her signature.The only record we have at our salon of her contacting us to cancel was in October, 2015. At that time, she spoke with my salon manager, and stated that she had called to cancel previously, but was still being charged. My manager explained our cancellation policy, and [redacted] indicated that she had moved from Pennsylvania to New Jersey (although note that her address on the complaint is still in Morrisville, PA, where our salon is located), and could not come to the salon in person. My store manager agreed to cancel the account at that time, and then referred [redacted]'s request for a refund to me. We have a very strict no refund policy at our salon, however we do provide store credit in certain cases. After reviewing [redacted]'s membership history, instructed my manager to provide a store credit worth 3 months of membership (value $65.97). My manager did so, and left [redacted] a message in that regard.Subsequently, [redacted] contacted the salon again, and asked to speak directly with me. I returned her call and left her a voicemail, providing both my mobile phone number and my home phone number, so that she could contact me easily. I heard nothing further from [redacted] until receiving your letter.
Although I appreciate that [redacted] feels she is entitled to a refund, our contract and all receipts provided to our members clearly state all our policies, including that memberships will continued to be billed on a month-to-month basis until they are cancelled in writing. We provide a carbon copy of all documents to our members. I am enclosing copies of our membership and cancellation forms for your information. Occasionally we have members, like [redacted], who later regret paying monthly dues when they haven't been visiting the salon. Unfortunately, if we provided refunds for every member who demanded them based on non-use of their membership, our business would suffer significantly, much like any health club or other dues-based business would. Our members are provided with significant price discounts and other benefits in exchange for their commitment to monthly dues. It is a common business model, and one with which most consumers are very familiar.
I'm sorry that [redacted] is disappointed, but I have provided her with a store credit of $65.97 (equivalent to 3 months of dues) which she is free to use for any services or products at our salon. Since it appears that her work address (assume that the Morrisville address is a work address, since she has represented that she now lives in New Jersey) is only a few minutes from our location, I'm confident that she will be able to take advantage of this credit.
Should you have any further questions, please don't hesitate to contact me.
Jennifer L. Owner
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: The business owner has clearly not understood the full depth of the situation at hand, and her method of "compensating" me for the problem is not useful.
Regards,
[redacted]
December 6, 2015Dear [redacted]:Thank you for your letter of November 24. I am sorry to learn of [redacted]'s Complaint, and wanted to respond to her allegations. [redacted] signed a membership agreement with our salon in December, 2014. A copy of that agreement is attached. The terms of the...
contract require an initial 3-month commitment by the member, in order to secure significantly discounted pricing and other benefits. After the initial 3 months, the contract explicitly states that the member will continue to be billed on a monthly basis until they cancel their membership in person and in writing. As you will see on the contract, these terms are clearly spelled out, and [redacted] agreed to each and every term, as indicated by her initials and her signature.The only record we have at our salon of her contacting us to cancel was in October, 2015. At that time, she spoke with my salon manager, and stated that she had called to cancel previously, but was still being charged. My manager explained our cancellation policy, and [redacted] indicated that she had moved from Pennsylvania to New Jersey (although note that her address on the complaint is still in Morrisville, PA, where our salon is located), and could not come to the salon in person. My store manager agreed to cancel the account at that time, and then referred [redacted]'s request for a refund to me. We have a very strict no refund policy at our salon, however we do provide store credit in certain cases. After reviewing [redacted]'s membership history, instructed my manager to provide a store credit worth 3 months of membership (value $65.97). My manager did so, and left [redacted] a message in that regard.Subsequently, [redacted] contacted the salon again, and asked to speak directly with me. I returned her call and left her a voicemail, providing both my mobile phone number and my home phone number, so that she could contact me easily. I heard nothing further from [redacted] until receiving your letter. Although I appreciate that [redacted] feels she is entitled to a refund, our contract and all receipts provided to our members clearly state all our policies, including that memberships will continued to be billed on a month-to-month basis until they are cancelled in writing. We provide a carbon copy of all documents to our members. I am enclosing copies of our membership and cancellation forms for your information. Occasionally we have members, like [redacted], who later regret paying monthly dues when they haven't been visiting the salon. Unfortunately, if we provided refunds for every member who demanded them based on non-use of their membership, our business would suffer significantly, much like any health club or other dues-based business would. Our members are provided with significant price discounts and other benefits in exchange for their commitment to monthly dues. It is a common business model, and one with which most consumers are very familiar.I'm sorry that [redacted] is disappointed, but I have provided her with a store credit of $65.97 (equivalent to 3 months of dues) which she is free to use for any services or products at our salon. Since it appears that her work address (assume that the Morrisville address is a work address, since she has represented that she now lives in New Jersey) is only a few minutes from our location, I'm confident that she will be able to take advantage of this credit.Should you have any further questions, please don't hesitate to contact me.Jennifer L. Owner
December 6, 2015Dear [redacted]:
Thank you for your letter of November 24. I am sorry to learn of [redacted]'s Complaint, and wanted to respond to her allegations. [redacted] signed a membership agreement with our salon in December, 2014. A copy of that agreement is attached. The...
terms of the contract require an initial 3-month commitment by the member, in order to secure significantly discounted pricing and other benefits. After the initial 3 months, the contract explicitly states that the member will continue to be billed on a monthly basis until they cancel their membership in person and in writing. As you will see on the contract, these terms are clearly spelled out, and [redacted] agreed to each and every term, as indicated by her initials and her signature.The only record we have at our salon of her contacting us to cancel was in October, 2015. At that time, she spoke with my salon manager, and stated that she had called to cancel previously, but was still being charged. My manager explained our cancellation policy, and [redacted] indicated that she had moved from Pennsylvania to New Jersey (although note that her address on the complaint is still in Morrisville, PA, where our salon is located), and could not come to the salon in person. My store manager agreed to cancel the account at that time, and then referred [redacted]'s request for a refund to me. We have a very strict no refund policy at our salon, however we do provide store credit in certain cases. After reviewing [redacted]'s membership history, instructed my manager to provide a store credit worth 3 months of membership (value $65.97). My manager did so, and left [redacted] a message in that regard.Subsequently, [redacted] contacted the salon again, and asked to speak directly with me. I returned her call and left her a voicemail, providing both my mobile phone number and my home phone number, so that she could contact me easily. I heard nothing further from [redacted] until receiving your letter.
Although I appreciate that [redacted] feels she is entitled to a refund, our contract and all receipts provided to our members clearly state all our policies, including that memberships will continued to be billed on a month-to-month basis until they are cancelled in writing. We provide a carbon copy of all documents to our members. I am enclosing copies of our membership and cancellation forms for your information. Occasionally we have members, like [redacted], who later regret paying monthly dues when they haven't been visiting the salon. Unfortunately, if we provided refunds for every member who demanded them based on non-use of their membership, our business would suffer significantly, much like any health club or other dues-based business would. Our members are provided with significant price discounts and other benefits in exchange for their commitment to monthly dues. It is a common business model, and one with which most consumers are very familiar.
I'm sorry that [redacted] is disappointed, but I have provided her with a store credit of $65.97 (equivalent to 3 months of dues) which she is free to use for any services or products at our salon. Since it appears that her work address (assume that the Morrisville address is a work address, since she has represented that she now lives in New Jersey) is only a few minutes from our location, I'm confident that she will be able to take advantage of this credit.
Should you have any further questions, please don't hesitate to contact me.
Jennifer L. Owner
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: The business owner has clearly not understood the full depth of the situation at hand, and her method of "compensating" me for the problem is not useful.
Regards,
[redacted]