Massage Retreat & Spa

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

The General Manager of our Woodbury location informed me that the client froze his account from June until SeptemberSeptember is when the client's payments began running againThe September payment was declined, thus prompting the spa staff to call the client daily to collect that paymentThe
spa was unable to get in touch with the client until October 31st, which is when they first learned of the moveAt this point, the client had two declined paymentsThe General Manager informed the client that in order to cancel the membership, the account would have to be made current, but agreed to waive the declined September payment, and only charge the client for OctoberThe manager also informed the client that she would allow him to have use of the sessions on his account, which is against our policyThe client agreed and stated that he would call back with a credit card numberThe spa did not connect with the client again until November 30thAt this point, the client now owed three months of declined payments, but the General Manager still stated that she would waive the declined September payment and allow the use of the sessions on his accountThe client agreed, paid the two months of declined payments, and the client's membership was cancelled

I am rejecting this response because:
This is not the agreement was the made in January of I hold to what was offered by management at that time and will not accept anything lessAgain, it is not my issue as a consumer to resolve what previous staffing issues they had or previous premises that were promised to consumersI do not wish to sign any future contracts with this company simply because of the recent treatment/lack of customer service follow throughAs the Revdex.com website shows the other disgruntled consumers along with a "D" rating, it is quite obvious why I am not interested in paying MORE money to something that has already been pre-paid and not honored

Her membership/account was terminated on 1/23/She has five session to use upShe gets to use three of the sessions, and her husband is noted to use twoThey expire on 4/15/and she cannot use them after that dateAll of this was communicated at the spa to *** and her husband,
***Please see attached reports proving her account and services usage/history, as well as a refund

After speaking with the Woodbury manager, I have been informed that the client's membership is indeed cancelled, with no further payments set to be pulledThe client has until August 15th to use any of the sessions that remain on her accountNo refunds were processedPlease let me know if this is
still not resolved. Thank you,

We did respond to this complaint, shortly after it was posted We have also reached out directly to the customer and have not had a response yet Based on the original complaint, that was the first we had heard of them wanting to cancel their membership We are more than willing to
work with them However, their membership has been in suspension for the last months We have also called them daily asking for an updated credit card If they had wanted to cancel their membership at any point, they could have notified us After their complaint with you, they finally submitted a cancellation notice online However, since their membership is in suspension, we are not able to cancel it at this time All of this information is in their membership agreement as well Again, we did submit a follow up immediately after we were notified of the complaint I'm not sure why it did not get registered with you. Thank you, Massage Retreat Savage

I apologize for the less than satisfactory experiences the client seems to have hadI also would like to mention that we switched spa software systems in June of 2014, and have no record of this client's history or membership in our current systemHer membership must have been terminated prior to
that switchI have no way of identifying who the client saw for her services, or confirm whether they are still employed with Massage Retreat & SpaAs it has been at least years since the client has been to our spa, I am unsure what I can do for the client as the Edina location is now under new management, therapists have come and gone, and we do not have a record of the client's previous membership to process any refunds

Initial Business Response /* (1000, 8, 2015/09/29) */
There was a misunderstanding of the agreement at the time that this client joinedThe client has since been contacted by the General Manager at the Eden Prairie location and they have resolved the issue together
Initial Consumer Rebuttal /*
(2000, 10, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They allowed me to terminate my yearlong membershipI received a call and figured out the issue in two minutesMy complaint was very well resolved

(The consumer indicated he/she DID NOT accept the response from the business.)
I was a member of the Shoreview locationThe reason you are not able to find me is because I have not been a member since November Despite this, I have been double charged membership dues multiple timesIn each case, I was eventually able to get a refund after repeated callsHowever, I have never been provided with any sort of explanation as to why I was charged and what was done to avoid it happening again in the futureI do not want to be forced to constantly check my bank account for unauthorized charges from your company

The client has been a member for several years, and has services available to her on her accountIt appears her account has been frozen on two occasions, November 2015-February 2015, and again March 2016-June During the last few months, appointments have been scheduled for the client (in
order to get caught up on her sessions, even though that is against our policy)All three appointments have been cancelled due to "Before hr notice", "Client Sick", and "No Show"I do not know the exact situation on these appointments, although that is how it is set up in their computer systemIt appears to me that she was in contact with the Co Manager at that location in February, as that is who set her account to a freezeI will say that they was turnover with the General Manager at that location during that time frame, so I do apologize if this wasn't handled in a timely mannerI have attached the only email communication I have regarding the client

Good Morning,Ms*** has been a member at Massage Retreat & Spa since July 27, She has currently sessions banked on her account (see attachment).Ms*** has already been put into cancellation modeShe has until November 25, to use all sessions she banks up - the two she
already has, and the two she will receive in September and October which will become available as those monthly payments are processed.Massage Retreat & Spa policy states that clients can use up to sessions per dayThis can be combined into a one-hour massage and a one-hour facial, two one-hour massages, or two one-hour facials.Therefore, Ms*** does in fact already have access to her sessions through November 25, which is days after her final payment.Thank you!

Initial Business Response /* (1000, 8, 2016/02/22) */
The spa was unable to get in touch with the client on Friday 2/16, so they left her a voicemailWe are hoping to clarify how much needs to be refunded, and where the confusion or miscommunication may have started
We are waiting to hear
back from the client

Hello,*** has been a happy member with us at Massage Retreat & Spa since July, 2015, and we have enjoyed having her! Attached you will find the Membership Agreement form, which she signed in July 2015, acknowledging that she understands our policies.We do have ***'s signature next to item four
of the Agreement which states: "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."Also stated in the Terms and Conditions section under Active Membership, "...membership must be active, to-current and paid monthly in order to maintain access to aforementioned 'banked' sessions."Her membership expired on Wednesday, May 5, after she submitted a request to terminate her membershipWhile our policy clearly states a client is only able to access their banked sessions with an active and current membership, we will be happy to extend her ability to use her banked sessions for an additional days, expiring on July 13, A common way our clients like to use their banked sessions quickly is to come in for a Retreat Spa Package - a one-hour massage and one-hour facialThis way, you are using sessions and achieving ultimate relaxation.Please let us know if you have any questionsThank you

I have spoken with the General Manager at the Plymouth location. She explained the situation and mentioned that she did leave the client a voicemail with her personal cell phone number for the client to give her a call back. The Plymouth location is willing to refund the amount of the half hour...

facial, as well as terminate the client's membership. If the client is able to give the spa a call, or provide the Revdex.com with a number and a good time to reach her, I will make sure the spa's General Manager gets in touch with the client to get the refund and membership termination taken care of.

Massage Retreat & Spa requires paper documentation for all membership purchases. We have attached a copy of said agreement, signed by Ms. [redacted] in 2013. After 12 months, the membership automatically goes month-to-month or the client has the option to Pay In Full for another 12 months of...

membership, and there is no additional paperwork required. We understand Ms. [redacted]'s concerns, and value her loyalty to Massage Retreat & Spa. Her Paid-In-Full membership did expire in January, 2017. We have not collected membership dues since January of 2016, meaning her membership is now inactive. See 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 available. Should Ms. [redacted] wish to reinstate her account by paying $59.95 plus tax, she will have full access to her 7 sessions.Massage Retreat & Spa Membership Agreement, point IV: "You have the entire term of your Active and Current membership agreement to use all banked sessions. Use of banked sessions is limited to two banked sessions per member, per day. Banked sessions are not available during freeze periods or after termination date."

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 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 30 days of your membership. Unfortunately, our Membership Agreement states the following: "2. 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 $59.95 (plus tax), per month, until your membership is terminated in accordance with this agreement." This was initialed by the client. A member is contractually obligated to those payments, unless a 30 day notice is given to terminate the membership. The client stated that she did not give a 30 day notice to terminate the membership but wished to terminate without paying any further dues. An immediate termination of the client's membership was processed (against company policy) to accommodate the client's desire to not pay any further dues. Thank you.

[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 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 /* (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 /* (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.