Lester Contracting

I thank you for the opportunity to respond to Ms [redacted] additional information The cancelling &/or rescheduling of Massage Envy appointments is addressed in each member's Wellness Agreement & states: "You may cancel or reschedule an appointment with no charge by giving us notice no less than hours preceding your appointmentSame day cancellations or appointment changes may be charged at 50% of the scheduled service price or half of one accrued but unused monthly Wellness MassageIf you do not call to cancel and do not show up for a scheduled appointment, you may be charged the full service price at the rate specified in the Agreement or one full accrued but unused Wellness Massage." A member's signature is required on Agreement to acknowledge & agree to the provisions & terms thereinA copy of Ms [redacted] 's signed Wellness Agreement is attached As an act of good faith, the Massage Envy Highland clinic is offering $credit in points to Ms [redacted] for her inconvenience on February 19th, The $value is equal to the value of one monthly dues payment; points are redeemable at the Highland clinic for services and will cover the cost of a one-hour massageThese points are available for her use immediately and will not expire We do regret the miscommunication with Ms [redacted] ; we endeavor to work with all members and guests so they have a pleasant and relaxing experience

Thank you for allowing me to address this matter Attached please find the following documents: Massage Envy Wellness Agreement - initialed & signed in acceptance of terms by [redacted] Wellness Agreement Cancellation Form - submitted December 3, & signed in acceptance of terms by [redacted] Client Buying History: August 8, - February 19, ME Wellness Agreement shows Ms [redacted] 's term began August 8, She opted for a month-to-month membership rather than the standard month termThe month-to-month term requires a day written cancellation notice as written in on the agreementMs [redacted] submitted a cancellation request on December 3, so the termination date of her agreement was scheduled January 3, A membership payment in the amount of $was processed per the agreement & cancellation policy on December 8, 2017, days after her dated requestHad she agreed to & fulfilled the month term, the payment falling days after her cancellation request would still have been due per the cancellation policyMembership payments are processed automatically through our system according to the date of enrollment; they are not processed manually unless a member is present in person or gives consent over the phone or by email The cancellation policy for appointments is also listed on page of the Wellness Agreement under Additional Benefit DetailsMs [redacted] had a same day cancellation on August 31, which was excused as a courtesyHer February 19th cancellation was charged the full service amount per the agreement; this occurs when the clinic is unsuccessful in their attempts to contact the member within the first minutes of the scheduled appointmentWhen possible, a voice mail is left informing the member of the missed appointment and cancellation policyAfter several attempts at contacting the member, the appointment is closed in our system with the cost of the service deducted from the members's account per the cancellation policy Our account notes show that our Sales Manager, [redacted] ***, spoke with Ms [redacted] on December 10, Ms [redacted] explained that the cancellation policy for both appointments & memberships are reviewed at enrollment; the policy is also reiterated when an appointment is booked & cancelled for any reason As the cancellation policies were made available & consented to by Ms [redacted] , and then followed by the Highland clinic, a refund for this matter is not possibleA reference to refunds is listed on both the Wellness Agreement & Cancellation Form, which Ms [redacted] accepted on both documents as indicated by her initialing & signature If you require further information, please let me know