Planet Beach - Franchise

Hello, I am [redacted] , representing the concern expressed by ***I spoke with [redacted] today, and we are in the process of resolving her concerns with Planet BeachPlease tell me what we need to do to get this matter resolved from your perspectiveThank You, [redacted]

We are sorry to hear about this experience *** *** had, as she stated we are individually owned and operatedThe customer had a year agreement with the company and the original location she was using did close their store, so we allowed there customers to use our location and there billing
stayed locked into the same rateThe store closed the last day of may so this location took over billing for JuneWe had no idea the store closed however until we started receiving phone calls days later and that is when we started honoring the memberships at our storeThe billing date is the 1st of each month however, we billed those clients a few days later some even weeks because we had to transfer all customers over one by oneWe do offer a freeze policy where is the come into the home store before the end of the month they can freeze the billing and for up to months for a fee per month*** *** called on the 26th of June, so her June payment had already been processed the customer would of had to have requested that back in may and the store was still open to do soAgain as far as the July payment she would of had to come in a fill out the documentation, which was not done so the regular billing continuedI was out sick during these few days and once I returned that morning after *** spoke to the customer and tried to explain thisShe stated was very inpatient and wouldn't let her talk and kept saying she wanted her money backShe then perceived to tell say "my staff was dumb" "and she didn't know how I made I this far" after this continued she politely told the customer she was sorry she felt that way, I refunded both payments fro June and July a total of and let her know her services would be canceledShe would no longer see any billing and her contract was terminated as we as the consumer have the right to doWe were trying to accommodate as many people as possible as again we are individually owned and this was a last minute surpriseHowever, it is the customers responsibility to come in and make any changes to there contractAfter the way the situation was being handeled and name calling I found it best to just refunded any money our location had received from the customer

Hello, I am [redacted], representing the concern expressed by [redacted]. I spoke with [redacted] today, and we are in the process of resolving her concerns with Planet Beach. Please tell me what we need to do to get this matter resolved from your perspective. Thank You, [redacted]