Oriental Wellness Center & Spa Inc.

This is in response to your e-mail to us regarding Annette [redacted]'s membership with us.  As I had already explained to Ms.[redacted] very clearly in our respond to her earlier complaint on Dec 12th (Appendix iv) with our e-mail letter on Dec 13th 2014 (Appendix  V...

attached) about her forfeited services when she terminated her membership with us Oct 15th 2014 (Appendix ii attached). The attached Appendix I as attached clearly explained the details of our membership agreement.At our spa, client decided to join membership to take advantage of lower rate services.  Each member pays their membership due of $59 via their debit or credit  card on file at the beginning of the month and they are allow to use their $59 dues towards their first treatment of the month and they are also locked into a cheaper rate of services for their next few services within that month.  Members are allowed to accumulate up to 12 unredeemed services from their paid dues as long as they are active (paying dues) members.  The 13th unredeemed service will be dropped.  The agreement also stated that all accumulated services will be forfeited upon canceling the membership.   In Ms. [redacted]'s case, the front desk had explained to her about her agreement upon signing, given her a copy and had and also given another copy of her signed agreement on Nov 10th by front desk and Dec 12th 2014 plus from my explained letter to her Dec 13th 2014.  In my opinion, in Ms. [redacted]'s mind, she insisted to take her time to redeem her services even after the termination of her membership which is Oct 31st 2014.  In the spa environment, we cannot have disruptive loud voices at our front desk where she insisted to be served during her last visit with her confusion with the agreement.  Our front desk had already given her 2 appointments in Nov 10th and Nov 24th 2014 even after her termination of membership and we cannot continue to service the Ms. [redacted] and we will not be able to refund her dues. We are sorry that we can't satisfy every unreasonable client. Attached are the correspondences between the Oriental Wellness Center & Spa (OWC) and [redacted]. Appendix I: The membership contract that Annette [redacted] had signed. Appendix II: The e-mail letter of notification that  Annette [redacted] sent to OWC to cancel her membership. Appendix III: The history of Annette [redacted]' account;membership dues collected and redeemed and product purchases.  Appendix IV: An email from the Oriental Wellness Center & Spa notifying Annette [redacted] of the forfeiture of the membership dues that were not used. Also her response to that. Appendix V: An email more in depth of the explanation of the misunderstanding of the membership contract where the remaining unused dues are forfeited by the end of the terminating month that the last membership dues are paid.    In Health, [redacted]Oriental Wellness Center & Spa[redacted]

Review: This is regarding my membership agreement. When I joined I agreed to have $59.00 deducted from my account monthly. So for a year I have had $59.00 deducted but only had about 3 massages and one facial It was around October I was informed that I had to have all my services done before the end of the year which was Dec. 31 or I will forfeit any money left in my "account". So who ever was at the desk at that time extended it till Feb1st. Well according to my calculations at that time I had paid into my "account" $531.00 and only used approx. $177.00. I called to cancel my membership and was told it could not be done over the phone although I can send an e-mail to cancel so I did. I was even given the address. I was not told at the time I joined that I had to use up all my money before the end of the year...so I was determined to use it up as best I could. So I made appointments..and at every appointment I was given the amount of services I had left to cover what was remaining in my account. Well at the last service I had 5 services left so I made a multiple appointment for a Oxygen Steam and a massage..the owner was right there when I made those appointments ...and never said a word to me regarding my membership. In fact I had complained about my last massage that the oil was not warmed up..and I thought it should of been..and her remark was you have to tell us if you want to have it warmed..we want our members to be happy. The day before my two appointments I get an e-mail stating that the money that I have left will not cover the two appointments that I made and needless to say I did not keep them. The way it's stated in the so called contract is as follows: "There is a twelve month expiration per session--no exceptions. What does that mean..per session. Does that say you must use up your membership within a year? NO... Also it states: "All accumulated services will be forfeited if membership is cancelled." also, "To cancel this membership, you must notify the Oriental Wellness Center and Spa in writing (no emails, phone calls) 30 days prior to withdrawal date" not so like I state above...I was given the address. So I lost all the money in my account because I cancelled? What kind of business tactics is that!! In my estimation not everyone is on the same page there. I waited 45 minutes one day for the masseuse to get there and never was given an explanation by he receptionist why I was waiting so long...I got upset and finally asked her why I haven't been serviced yet and then she then informed me that the gal forgot and was 15 minutes away. That was not professional at all. To make a client wait that long without an explanation.Desired Settlement: According to my calculations I have over $300.00 left in my "account" that I cannot use ...and they will not refund it either. That is, in my opinion, a very bad business tactic. and I would never recommend them to anyone. That is my money...regardless of what. those two terms should of been explained more fully...I am a Leasing Consultant for a Senior Apartments and you better believe it that we explain in detail the most important information from our Policies and Procedure manual. And if there is any misunderstanding along the way we will do everything to make our clients happy.

Business

Response:

This is in response to your e-mail to us regarding Annette [redacted]'s membership with us. As I had already explained to Ms.[redacted] very clearly in our respond to her earlier complaint on Dec 12th (Appendix iv) with our e-mail letter on Dec 13th 2014 (Appendix V attached) about her forfeited services when she terminated her membership with us Oct 15th 2014 (Appendix ii attached).

Did not honor gift card that they had told me on the phone they would honor - no call to tell me this, I showed up and was told the owner said they don't accept those and that they shouldn't have been listed as an option for a spa to use the card at. That's not my fault - this place was listed and they TOLD me they would take it! How incredibly rude! Was first time there and will not go back.