Massage Retreat & Spa

After speaking with the Woodbury manager, we have processed months worth of membership duesThis refund may take several days to appear on the client's account, but was processed as of 8/4/

I am rejecting this response because: WHAT THEY SAY IS BASICALLY TRUE BUT VERY BAD BUSINESS PRACTICES! I PAID FOR SESSIONS AND DID NOT USE ALL OF THEMWHEN YOU PAY FOR SOMETHING YOU EXPECT TO GET WHAT YOU PAYED FOR! WHEN I HAD AND 1/HOUR SESSIONS THEY ALWAYS CHARGE FOR THE EXTRA 1/HOUR AND DO NOT LET YOU USE PREVIOUSLY PAID FOR TIMETHIS CAUSES YOU TO LOOSE MONEY ON SESSIONS YOU HAVE ALREADY PAID FORWHEN I FIRST SIGNED UP I WAS TOLD THAT YOU COULD USE THE TIME THE FOLLOWING YEAR, IF I DIDN'T USE THEM ALL IN THE CURRENT YEARTHAT SALES PERSON DOESN'T WORK THEIR ANY MOREI TRAVEL ONE TO TWO WEEKS A MONTH SO THIS WAS IMPORTANT TO ME! TO RESOLVE THIS THEY SHOULD REFUND THE MONEY I PAID FOR FOR SESSIONS I WAS NOT ABLE TO USE, NOT EXPECT ME TO BUY MORE AND GET FURTHER BEHIND IN USE!

Final Consumer Response / [redacted] (2000, 7, 2015/07/15) */ This item may now be closedCustomer is satisfied that requested actions match what was provided by Massage Retreat and SpaFurther information: The total amount requested to be refunded has been deposited in the customers' accountPlease close with status "customer is fully satisfied"Thank you [redacted] (customer)

[redacted] has two past due payments that he is aware ofOn February 23, [redacted] 's membership first declined and I called him to get an updated credit card to keep his membership active [redacted] got upset with me and told me he never agreed to this and to use his "credits" to pay for hitHe booked an appointment with [redacted] on the 24th of February so I figured I could talk to him thenHe came in for his appointment and still refused to pay and insisted he had enough "credits" to pay for itI tried to explain the agreement to him and he just walked outIn March [redacted] was back to see [redacted] on the 30thThis time when he came out I let the General Manager [redacted] inform him of his membership agreement and that when he is suspended he can not use his banked sessions and we needed an updated card to get his membership up to dateHe again insisted that he has enough "credits" to cover it and [redacted] went and got him his membership that he signed when he joined to show him that he needs to be current in order to use his banked sessions [redacted] then got upset and told her he was going to file a complaint against us and he refuses to pay for his past duesHe told me to use the gift card he has on file to pay for his minute massage and to not tip the therapist because we are a horrible company and he then stormed out

After speaking with the Maple Grove Manager, I have gathered that the client spoke with her today regarding this situationIt sounds like the Manager called the client to get an updated form of payment, as the last dues were unable to be processedThe client did explain that the card had been replaced, but that she would not pay that past due payment, as she would like to cancelPer our membership agreement, we require that all accounts be up to date before we terminate themWe then allow our clients an additional days, after their last payment, to use any remaining sessions on their accountAccording to the Manager who spoke to the client today, she explained these policies, but the client expressed that she would like to cancel, and ended the callThe Manager at the Maple Grove location has cancelled the client's account, making an exception to our policy, as the account is not up to dateIn doing this, the client does not have access to those unused sessionsIf the client would like access to those sessions, she is able to pay the last payment that was not processed, and then would be given another days to use up as many sessions as she would likeI have also attached a signed copy of the client's membership agreementThank you!

I apologize again for the unpleasant experience the client had at Massage Retreat & SpaI am glad the client was able to speak with the General Manager at that location and bring this to her attentionI have spoken with the GM, and reviewed the client's account, and I do see refunds for membership dues that we processed, each totaling $The refund was processed onto a card ending in It does take several days for a refund to be fully processed onto the client's account, but they have been completed on our endIf the client does not see a refund posted to her account within days, I recommend contacting their bankWe would also be happy to send the client a copy of the refunds

I apologize for what seems to be several miscommunications/lack of communication at the spa level in regards to online appointments, the employment of the client's preferred therapist, and additional reiteration of the ability to use sessions within the last days of your membershipUnfortunately, our Membership Agreement states the following: "Your membership will automatically renew after the auto renewal date of agreement (as noted above) on a month-to-month basis at the rate of $(plus tax), per month, until your membership is terminated in accordance with this agreement." This was initialed by the clientA member is contractually obligated to those payments, unless a day notice is given to terminate the membershipThe client stated that she did not give a day notice to terminate the membership but wished to terminate without paying any further duesAn immediate termination of the client's membership was processed (against company policy) to accommodate the client's desire to not pay any further duesThank you

Massage Retreat & Spa requires paper documentation for all membership purchasesWe have attached a copy of said agreement, signed by Ms [redacted] in After months, the membership automatically goes month-to-month or the client has the option to Pay In Full for another months of membership, and there is no additional paperwork requiredWe understand Ms [redacted] 's concerns, and value her loyalty to Massage Retreat & SpaHer Paid-In-Full membership did expire in January, We have not collected membership dues since January of 2016, meaning her membership is now inactiveSee attached transaction details.Per the attached agreement she signed, Ms [redacted] has access to "use all banked massage/spa services based on your membership being active and dues being current." Per point IV of our newest Membership Agreement (see below), banked sessions are not available after the termination date, which is why our Spa Manager explained to the client that her banked sessions were not availableShould Ms [redacted] wish to reinstate her account by paying $plus tax, she will have full access to her sessions.Massage Retreat & Spa Membership Agreement, point IV: "You have the entire term of your Active and Current membership agreement to use all banked sessionsUse of banked sessions is limited to two banked sessions per member, per dayBanked sessions are not available during freeze periods or after termination date."

We certainly understand Ms [redacted] 's concernsTo clarify once more, we have multiple membership optionsThe first option is a paid-in-full membership, which is what Ms [redacted] was sold previously by our former employeeWe also have a 12-month membership which is a monthly payment membership, lasting monthsWe also have a Gold Membership which is a month-to-month membership (meaning she is not paying for months, nor is she locked into a month contract) which allows her to cancel at any time given you provide us with the required 30-day notice to cancelAgain, per the signed contract stating clearly the Massage Retreat & Spa policy, Ms [redacted] may not be granted access to her sessions she banked within her membership until said membership is reinstatedThis is because the sessions are only available if you are an active memberShe can absolutely reinstate on a Gold Membership plan, the month-to-month option, and cancel at any time with the 30-day notice to cancel

[redacted] received his initial refund of 109.90 on November 29, 2016. He received the additional refund of 21.48 on December 1, 2016. He unfortunately, did have to work with several people during this process, since we have had a lot of turnover at this location. We did apologize... for the inconvenience and delays in getting his refunds to him.

I apologize for the issues surrounding your membership We have had many changes in management here at this location I have only been here for a couple of months I have cancelled your membership effective today, January 18, 2017, and have removed the suspended payments so you won't have to pay those and have removed you from collections

Initial Business Response / [redacted] (1000, 5, 2016/02/12) */ After speaking with the management staff at that location, I learned that the client has been refunded for the amount requestedAccording to the staff, it has been resolved and the client is satisfied Thanks!

Could I please get some more information from the client, such as the "home" spa in which the client joined the Massage retreat & Spa Healthy Savings Program? I am unable to locate the client in our software systemI have tried searching various spellings with no luckIf I knew the location in which they joined, I would be able to contact their management directly to address the client's concerns

The client joined our 12 month membership on 10/9/2014. The client stated in their complaint that they terminated their membership 6 months into their contract, which is not our policy, unless the client has a medical reason or have moved 30+ miles from any location. They proceeded to come in... to use services until 10/23/2015, which was six months after the stated date of termination. The spa does not have record of a termination, but if the client has record of their submitted request, we would be happy to look into processing any necessary refunds. The client's membership was cancelled on 5/7/2016 after receiving their complaint. We do not have a submitted cancellation from this client after their initial 12 months was complete, so the account went into month to month status. If the client has record of a cancellation request at that time, the amount owed to the client would be $570 before tax ($59.95 in membership dues for 6 months).

I am rejecting this response because:I am requesting the last two months worth of fees be refunded (June and July) due to my ignored requests for termination I do not feel I should be responsible for these fees since I attempted to cancel membership before they were due and utilizing the method the spa acknowledged to do so I feel my requests were ignored in order to profit from automatic payments using my bank account without my permission and knowledge

I am rejecting this response because: Their assertion: " The client did explain that the card had been replaced, but that she would not pay that past due payment, " is a false premise since the contractual agreement is based on a year of service. I fulfilled the year agreement long ago. You go on a month to month basis which can be cancelled anytime subsequent to fulfilling the agreement. While it is true that the previous month's payment did not go through on the auto payment due to the re-issuance of a new card by my bank, this was merely the impetus for a call to action on my part to finally getting around to cancelling the subscription due to scheduling incompatibility.I scheduled a couple of online appointment requests that were never responded to. I called them to confirm, after receiving no response. I received an apology stating that the person was on a temporary leave of absence and she is now no longer employed there. I did not want to use another masseur, since I had a very uncomfortable interaction with the previous one. He continually wanted to massage sensitive areas. To summarize, there was no contract after a year, therefore no "late" payment occurred. There was poor follow up to appointment requests. No notice of my, "another 30 days to use up as many sessions as she would like" after the final payment.Thank you for your assistance in this matter.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ All refunds were processed on 6/15/from the Woodbury locationThe Woodbury Spa Manager contacted the client via phone on 6/16/2015, spoke directly with the client, and confirmed that the full refund has been processed

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ We have located the client's original request to be cancelled, and it appears as though it was not processed. We are willing and able to process the refund in full for the client. The General Manager of the Shoreview location called the client... this afternoon and left her a voicemail stating that we need her credit card number to process the refund. Unfortunately, we have already processed the cancellation of her membership, which removes the credit card information from our database. As soon as the card number is received by the spa, our corporate office will be happy to complete the refund immediately. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business has agreed to reimburse, but haven't received payment/follow-up after trying to contact.

Since I am unable to locate the client's file in our system, the only way I would be able to identify the charges through the Shoreview location would be to receive the last digits of the client's credit card that is being chargedWith that information, I would be able to identify if there are any charges on that card possibly associated with another client file, and stop any further charges

I do understand the frustration of not being able to get in for an appointment when the client is just trying to utilize her membershipThe feedback I received from the spa was that several appointments were attempted to be booked with not much notice, although, for certain services, that location
is booked pretty far ahead as they have many regularly scheduled clients Unfortunately our policy does not allow for a membership to be terminated to a client is unable to get in for appointments, especially if they are not booked in advanceIt appears that since the client's complaint, the client has been able to use of her services that were on her account, and it does not look like the client has put in a request to cancel her account completely