Massage Luxe-Manchester

Initial Business Response / [redacted] (1000, 6, 2016/01/26) */ Client signed up for our month-to-month membership package on 7/19/Provisions for our month-to-month packages are fully disclosed on the membership billing agreement; one copy is signed and kept on file at our location, and the other is furnished to the customerDuring the sale of the membership, the most important terms are highlighted and explained, including the following, specific to this client's billing agreement: Section 2: The monthly dues of $are due on the 19th day of each month hereafter until the membership is terminated in accordance with this agreement Section 3: Membership enrollment date is 7/19/and the initial term is through 8/19/ Section 4: By signing below, I authorize MassageLuXe to charge my account specified belowThe monthly dues and/or renewal amount will be withdrawn on or before the same day of each monthI understand that MassageLuXe may continue to charge my account information or cancel my membership in accordance with the terms and conditions of this agreement Section 5: You may cancel your membership a minimum of one (1) day prior to your billing dateYou are responsible for all membership fees incurred until you cancel your membership in accordance with the terms of this AgreementOnce you have put in your request, all services that you have on your account will be forfeitedYou must be enrolled for a minimum of two billing cyclesIn order to cancel your membership, YOU MUST EITHER GO TO YOUR HOME LOCATION OR SEND A CERTIFIED LETTER Just above the signature line, the Billing Agreement also states, YOU ACNOWLEDGE RECEIVING A COMPLETED COPY OF THIS AGREEMENT BEFORE SIGNING IT This membership documentation is presented prior to the check-out of the appointment, and is covered line by line We have on file, the billing agreement which was countersigned by the client; on the billing agreement the cancellation policy highlighted and countersigned so at this point the client is bound to the policy document that all members do indeed followAll perks of the membership and unused hours roll-over while account is active, however like all discounts and perks associated with the membership, roll-over accumulation ceases at cancellation The client states something about a receipt, however our receipts are simply itemized records of charges and any discounts for that day, which is also signedThe billing agremeent detailed above would have explained the details of the membership, not a receipt The client did indeed come in on 10/20/and fill out a cancellation request form, which states that the client was made aware of the freeze option, however they still wish to cancelThe written notice of cancellation states that all accumulation expires immediately While the client did indeed receive a charge in November, this did not void said cancellation; Circumstances such as these are exactly why we require cancellation requests in writingDue to an update in our processing system, the client's account showed as active in the new system, despite the properly processed cancellation in our old system Once verifying this in our records after the client call, the errant charge was immediately reversedAt this time, per the client billing agreement, no further refund is due beyond that which rectified the charge post cancellation request; any services, discounts, and perks associated with the membership cancelled on 10/20/have since expiredWe may provide, as we offered, copies of the return transaction for the charge in November, however at this point the funds should have already returned to the tender she provided

Initial Business Response / [redacted] (1000, 5, 2015/11/28) */ Client signed up for our month-to-month membership package on 5/31/Provisions for our month-to-month packages are all disclosed on the membership billing agreement; one copy is signed and kept on file at our location, and the other is furnished to the customerDuring the sale of the membership, the most important terms are highlighted and explained, including the following: Section 2: The monthly dues of $are due on the 28th day of each month hereafter until the membership is terminated in accordance with this agreement Section 3: Membership enrollment date is 5/31/and the initial term is through 6/30/ Section 4: By signing below, I authorize MassageLuXe to charge my account specified belowThe monthly dues and/or renewal amount will be withdrawn on or before the same day of each monthI understand that MassageLuXe may continue to charge my account information or cancel my membership in accordance with the terms and conditions of this agreement Section 5: You may cancel your membership a minimum of one (1) day prior to your billing dateYou are responsible for all membership fees incurred until you cancel your membership in accordance with the terms of this AgreementOnce you have put in your request, all services that you have on your account will be forfeitedYou must be enrolled for a minimum of two billing cyclesIn order to cancel your membership, YOU MUST EITHER GO TO YOUR HOME LOCATION OR SEND A CERTIFIED LETTER Just above the signature line, the Billing Agreement also states, YOU ACNOWLEDGE RECEIVING A COMPLETED COPY OF THIS AGREEMENT BEFORE SIGNING IT This membership documentation is presented prior to the check-out of the appointment, and is covered line by line We have on file, the billing agreement, signed by the client, with the cancellation policy highlighted and signed off on so at this point, the client is bound to the policy document that all members do indeed followThe client is welcome to come in and cancel the membership, or send in a cancel request via certified mail, otherwise this membership is still open and active

Complaint: *** I am rejecting this response because:Even your time on the surveillance shows that I was shorted at least minutes The massage therapist took me, and asked if I had to go to the bathroom Which I figured I should since I had been waiting almost minutes I would have gone before she got me, but I was not made aware that she was running late and I didn't want to be gone when she came to get me If I had been told she was running about 15-minutes late when I checked in, I would have known But I got there early, was NOT TOLD she was running late, she got me and I went to the bathroom - even if that few minutes counts toward your massage, which it shouldn't, but even if it does - you still show me being shorted a full five minutes.The comment about "then the client would be charged for what they received, not refunded by the minute after being charged in full" is not a fair statement, because I told the girl at the front desk I was shorted but she said she couldn't charge me any less - and I believed her, because front desk people don't always have the power to help customers the way they should I wasn't about to go off on one of your employees because they didn't have the tools to help me, that's not fair to them.Haven’t you heard that one unhappy customer can do more damage than happy ones can repair? I am literally just asking for less than $cash back $plus tax, back on my card, or in a check or cash mailed to me, I don't care. It’s not about the money, it’s about the principle. Add ons and discounts don’t help me You can continue to refuse my request after proving that I was, in fact, shorted time and taken late, and I will tell everyone I know about your horrible customer service, or you can work with me, give me less than $10, and you won't hear from me again and I won't bad mouth your business, I will tell people that you worked with me
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2016/01/26) */
Client signed up for our month-to-month membership package on 7/19/2015. Provisions for our month-to-month packages are fully disclosed on the membership billing agreement; one copy is signed and kept on file at our location, and the other is...

furnished to the customer. During the sale of the membership, the most important terms are highlighted and explained, including the following, specific to this client's billing agreement:
Section 2: The monthly dues of $88.88 are due on the 19th day of each month hereafter until the membership is terminated in accordance with this agreement.
Section 3: Membership enrollment date is 7/19/2015 and the initial term is through 8/19/2015
Section 4: By signing below, I authorize MassageLuXe to charge my account specified below. The monthly dues and/or renewal amount will be withdrawn on or before the same day of each month. I understand that MassageLuXe may continue to charge my account information or cancel my membership in accordance with the terms and conditions of this agreement.
Section 5: You may cancel your membership a minimum of one (1) day prior to your billing date. You are responsible for all membership fees incurred until you cancel your membership in accordance with the terms of this Agreement. Once you have put in your request, all services that you have on your account will be forfeited. You must be enrolled for a minimum of two billing cycles. In order to cancel your membership, YOU MUST EITHER GO TO YOUR HOME LOCATION OR SEND A CERTIFIED LETTER.
Just above the signature line, the Billing Agreement also states, YOU ACNOWLEDGE RECEIVING A COMPLETED COPY OF THIS AGREEMENT BEFORE SIGNING IT.
This membership documentation is presented prior to the check-out of the appointment, and is covered line by line.
We have on file, the billing agreement which was countersigned by the client; on the billing agreement the cancellation policy highlighted and countersigned so at this point the client is bound to the policy document that all members do indeed follow. All perks of the membership and unused hours roll-over while account is active, however like all discounts and perks associated with the membership, roll-over accumulation ceases at cancellation.
The client states something about a receipt, however our receipts are simply itemized records of charges and any discounts for that day, which is also signed. The billing agremeent detailed above would have explained the details of the membership, not a receipt.
The client did indeed come in on 10/20/2015 and fill out a cancellation request form, which states that the client was made aware of the freeze option, however they still wish to cancel. The written notice of cancellation states that all accumulation expires immediately.
While the client did indeed receive a charge in November, this did not void said cancellation; Circumstances such as these are exactly why we require cancellation requests in writing. Due to an update in our processing system, the client's account showed as active in the new system, despite the properly processed cancellation in our old system.
Once verifying this in our records after the client call, the errant charge was immediately reversed. At this time, per the client billing agreement, no further refund is due beyond that which rectified the charge post cancellation request; any services, discounts, and perks associated with the membership cancelled on 10/20/2015 have since expired. We may provide, as we offered, copies of the return transaction for the charge in November, however at this point the funds should have already returned to the tender she provided.

Initial Business Response /* (1000, 5, 2015/11/28) */
Client signed up for our month-to-month membership package on 5/31/2015. Provisions for our month-to-month packages are all disclosed on the membership billing agreement; one copy is signed and kept on file at our location, and the other is...

furnished to the customer. During the sale of the membership, the most important terms are highlighted and explained, including the following:
Section 2: The monthly dues of $54.88 are due on the 28th day of each month hereafter until the membership is terminated in accordance with this agreement.
Section 3: Membership enrollment date is 5/31/2015 and the initial term is through 6/30/2015
Section 4: By signing below, I authorize MassageLuXe to charge my account specified below. The monthly dues and/or renewal amount will be withdrawn on or before the same day of each month. I understand that MassageLuXe may continue to charge my account information or cancel my membership in accordance with the terms and conditions of this agreement.
Section 5: You may cancel your membership a minimum of one (1) day prior to your billing date. You are responsible for all membership fees incurred until you cancel your membership in accordance with the terms of this Agreement. Once you have put in your request, all services that you have on your account will be forfeited. You must be enrolled for a minimum of two billing cycles. In order to cancel your membership, YOU MUST EITHER GO TO YOUR HOME LOCATION OR SEND A CERTIFIED LETTER.
Just above the signature line, the Billing Agreement also states, YOU ACNOWLEDGE RECEIVING A COMPLETED COPY OF THIS AGREEMENT BEFORE SIGNING IT.
This membership documentation is presented prior to the check-out of the appointment, and is covered line by line.
We have on file, the billing agreement, signed by the client, with the cancellation policy highlighted and signed off on so at this point, the client is bound to the policy document that all members do indeed follow. The client is welcome to come in and cancel the membership, or send in a cancel request via certified mail, otherwise this membership is still open and active.

In response to the above complaint, all items suggested have been reviewed. On the date in question, the therapist was indeed running late per being caught in traffic, however this was not an issue, as all clients were indeed run past their normal stop times to accommodate the late starts....

Check-in and check-out records were matched to camera footage to ensure quality control (not just for the complainant, but to ensure all guests on the therapist's schedule were accommodated) . The assertion that a full 15 minutes was cut is not correct, as per any massage/facial session there is 10 minutes allotted for pre and post session consultation and dress time; therefore a 90 minute session is an 80 minute hands-on massage.The check-in times, and check-out times matching the receipt show adjustments made for each guest on the therapist's books. As for the request for a refund, in this case an offer for an additional add-on treatment for a future session was extended without even looking into it at all, and that still stands; a refund when the therapist indeed showed to perform the proper session time will not be extended. We do not charge by the minute therefore this was not an equivalency, and the therapist's compensation doesn't change per any special, etc. either. Had there been an egregious mistake in timing of massage performed, (i.e. performing a 60 minute session instead of a 90 min session), then the client would be charged for what they received, not refunded by the minute after being charged in full.The example of a refund on an accidental double charge has no bearing on this instance, as an overcharge would cause an out of balance ticket, as more money was collected than owed prompting the user to correct it. Just as a ticket where there full balance hadn't yet been collected would not close, prompting the user to collect the remaining balance due.For clarification, the records and surveillance show a check-in time of 4:17pm, Massage Therapist can be seen picking up the client around 4:47pm. The client and therapist can be seen walking up front at around 6:12pm, and the client is up front closing out their ticket for a few minutes. The receipt was closed out in full at 6:17pm and the guest proceeds to exit. Despite all this, we are still willing to offer even an additional add-on treatment, and I would like to extend Friends and Family Pricing discount for a future visit (almost 50% off session cost), however a refund in this case will not be assessed.