Complaint: [redacted] I am rejecting this response because:I understand the contract, however my concern is that when I called in the summer regarding my status I was never offered to cancel via email or faxIn fact I did not even know that was an option until I spoke to Brittany from the corporate office in DecemberMy debit card was not even on file as it was a new card, as good businesses practice I would l think that if my card was going to then be “found” and charged a retro fee of $that I would be notified somehowI feel this is very poor practiceI can understand if I have used the services and that money was truly “owed” by all means I would and should be responsible for those payments, my point is, based on the summer conversation I was under the impression I was cancelled, I did not have any services rendered and then months later I get hit with a retro charge for a service I never usedI was also told that when credit cards expire or are changed the computer does a search to find the new card, I would think that this would warrant a phone call alerting me of what is taking place and that I am going to see a large sum charged to my card but this didn’t take placeI am very disappointed in the business practice of Hand and StoneI find there to be a lack of respect and a lack of understandingI do not want the massage packages that I am told I have now, all I would like is a refund for the money that was charged Regards, [redacted]
*** *** joined our monthly membership program back on May 5th The agreement that was signed stated that she is billed once a month at $+ tax for a massage or facialOn that signed contract it states that we require days written notice for cancellation whether its in store,
email, fax or mailedOnce we get the written notice one more payment must process then the membership is cancelled from thereIt also states that any account that becomes overdue may be referred to collections for the current balance plus the remaining membership dues owed to complete initial agreement*** membership was in a suspended status from July to Decemeber On December 4th, Kristen's payments were processed for what was owed to Hand and StoneShe reached out to myself (Jessika, spa manager) and I went over our cancellation process and what happened with such a large amount being chargedI told her I could cancel her once she wrote me an email and I would immediate cancel her so no future charges would processI do have a copy of the signed contract if you need to see it for this matter
Complaint: [redacted]
I am rejecting this response because:I understand the contract, however my concern is that when I called in the summer regarding my status I was never offered to cancel via email or fax. In fact I did not even know that was an option until I spoke to Brittany from the corporate office in December. My debit card was not even on file as it was a new card, as good businesses practice I would l think that if my card was going to then be “found” and charged a retro fee of $352 that I would be notified somehow. I feel this is very poor practice. I can understand if I have used the services and that money was truly “owed” by all means I would and should be responsible for those payments, my point is, based on the summer conversation I was under the impression I was cancelled, I did not have any services rendered and then 6 months later I get hit with a retro charge for a service I never used. I was also told that when credit cards expire or are changed the computer does a search to find the new card, I would think that this would warrant a phone call alerting me of what is taking place and that I am going to see a large sum charged to my card but this didn’t take place. I am very disappointed in the business practice of Hand and Stone. I find there to be a lack of respect and a lack of understanding. I do not want the massage packages that I am told I have now, all I would like is a refund for the money that was charged.
Regards,
[redacted]
Complaint: [redacted] I am rejecting this response because:I understand the contract, however my concern is that when I called in the summer regarding my status I was never offered to cancel via email or faxIn fact I did not even know that was an option until I spoke to Brittany from the corporate office in DecemberMy debit card was not even on file as it was a new card, as good businesses practice I would l think that if my card was going to then be “found” and charged a retro fee of $that I would be notified somehowI feel this is very poor practiceI can understand if I have used the services and that money was truly “owed” by all means I would and should be responsible for those payments, my point is, based on the summer conversation I was under the impression I was cancelled, I did not have any services rendered and then months later I get hit with a retro charge for a service I never usedI was also told that when credit cards expire or are changed the computer does a search to find the new card, I would think that this would warrant a phone call alerting me of what is taking place and that I am going to see a large sum charged to my card but this didn’t take placeI am very disappointed in the business practice of Hand and StoneI find there to be a lack of respect and a lack of understandingI do not want the massage packages that I am told I have now, all I would like is a refund for the money that was charged Regards, [redacted]
*** *** joined our monthly membership program back on May 5th The agreement that was signed stated that she is billed once a month at $+ tax for a massage or facialOn that signed contract it states that we require days written notice for cancellation whether its in store,
email, fax or mailedOnce we get the written notice one more payment must process then the membership is cancelled from thereIt also states that any account that becomes overdue may be referred to collections for the current balance plus the remaining membership dues owed to complete initial agreement*** membership was in a suspended status from July to Decemeber On December 4th, Kristen's payments were processed for what was owed to Hand and StoneShe reached out to myself (Jessika, spa manager) and I went over our cancellation process and what happened with such a large amount being chargedI told her I could cancel her once she wrote me an email and I would immediate cancel her so no future charges would processI do have a copy of the signed contract if you need to see it for this matter
Complaint: [redacted]
I am rejecting this response because:I understand the contract, however my concern is that when I called in the summer regarding my status I was never offered to cancel via email or fax. In fact I did not even know that was an option until I spoke to Brittany from the corporate office in December. My debit card was not even on file as it was a new card, as good businesses practice I would l think that if my card was going to then be “found” and charged a retro fee of $352 that I would be notified somehow. I feel this is very poor practice. I can understand if I have used the services and that money was truly “owed” by all means I would and should be responsible for those payments, my point is, based on the summer conversation I was under the impression I was cancelled, I did not have any services rendered and then 6 months later I get hit with a retro charge for a service I never used. I was also told that when credit cards expire or are changed the computer does a search to find the new card, I would think that this would warrant a phone call alerting me of what is taking place and that I am going to see a large sum charged to my card but this didn’t take place. I am very disappointed in the business practice of Hand and Stone. I find there to be a lack of respect and a lack of understanding. I do not want the massage packages that I am told I have now, all I would like is a refund for the money that was charged.
Regards,
[redacted]