Rejuva Glowspa

Initial Business Response /* (1000, 10, 2015/05/04) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@gmail.com
I bought this existing business on August 8 2014. It was a Planet Beach and I debranded and renovated the location. As a new business...

with new membership policy's all existing members were given the opportunity to sign up on a new membership honoring their current monthly fee or just walk away. [redacted] signed a new membership contract with Rejuva. She had been a member at this location for two plus years. [redacted] has been the manager at this location for five years. I leave my personal cell phone number on my business cards on the front desk. Around the later part of August I received a call from [redacted] explaining to me how rude she felt [redacted] was to her over the past few years. I was very emphatic with her while wanting to give [redacted] a fresh start with new training. I did offer [redacted] to cancel her membership immediately if she just couldn't make it work. She decline and assured me that if their were ever any problems she would contact me immediately. This is technically the second time she had to just not be a member. I did not hear from her until 6 1/2 months later when she contact me wanting a full refund. She couldn't give me specific details but just said he was rude. I told her I was sorry I had no idea. I have been getting good feedback from old customers and new. I didn't want to loose her but I cant just fire someone per her request, I just cant fire someone because she asked. I told her that I was in the process of hiring a Customer Service Manager, which we did. I offered to immediately cancel her membership and waive the $50 cancel fee which I did. I also told her if she ever wanted to come back and start her membership up I would give her her same price and waive the $49 enrollment fee. I feel that I have done everything I can as an owner to make things fair. I don't think its fair to refund someone money for services used never communicating issues or concerns for 6 1/2 months then out of the blue want money back.
Initial Consumer Rebuttal /* (3000, 12, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been communication both with the previous owners and [redacted] many times. I have left the specific details of his actions and how he treated me. I will do so again. I also never asked that the manager be fired, I simply expressed that this was harassment and it was unacceptable. It is ridiculous that Ms. [redacted] gave me [redacted]'s schedule so I could avoid him. Expecting me to pay for a service and have to avoid harassment is not what I am paying for.
I will list some of things I experienced from the manager.
-Obvious rudeness once it was my turn in line, very polite to the customers before me.
-Putting me in a dirty bed where I had to remind/ask him to please clean it.
-Tell me all beds were full when they weren't
- Say "whatever" or completely ignore me when I wished him a good day.
- He slammed my lotion bottle on the counter and cracked the lid.
-My upgrades would disappear and he would swear I had used them when I hadn't
- He would roll his eyes at me
This isn't just poor customer service, it is harassment. I am certainly not the only one who feels this way, you can take a quick peak at foursquare ratings and on the website to see the others.
I do expect resolution and I do expect a refund. Your manager harassed me since the previous owners. That is unacceptable.