True REST Float Spa

This customer became a Basic-Level Member at the Powell, Ohio True REST locationon September 5, Basic-Level Members receive one session of spa services permonth, for the price of $a month (plus tax)Upon becoming a True REST Member,this customer agreed to the True REST Membership Terms and Conditions which arerequired by the True REST corporate office and apply to all Member's nationwide.These Terms and Conditions permit Members to cancel their Membership at any time,provided that the Member will be "charged one final time on the recurring paymentdate." However, upon cancellation all accrued and unused services are redeemablewithout expirationAlternatively, the Member can gift the accrued services toanother person of their choosing.On September 29, the customer provided notification that she wished to cancelher Basic-Level Membership, and we promptly terminated her MembershipPer theMembership Terms and Conditions, she was "charged one final time on the recurringpayment date" for the month of OctoberShe also received a spa session for thatmonth, which is redeemable at any time without expiration, or may be gifted toanother personOn September 30, 2015, the customer contacted True REST'S corporateoffice and inquired into the cancellation policyShe was subsequently informed of thecancellation policy, and told that the all True REST locations nationwide wererequired to apply the policy without exceptionThe customer's car accident is certainly unfortunate, and we wish her a speedy andfull recoveryHowever, the True REST Membership Terms and Conditions do not allowfor exceptions based on a customer's individual circumstancesInstead, they areapplied uniformly among all MembersThis is to ensure that all of 'True RESTS'svalued customers are treated fairly and without favoritismPursuant to the True REST Membership Terms and Conditions, the customer is noteligible for a refund of the October paymentHowever, the customer may redeemher services at any time, without expirationWe hope she does, as the True RESTfloat spa services can assist her continued recovery from the accidentAlternatively,the customer may gift the services to another person.Patrick G [redacted] ***

This customer became a Basic-Level Member at the Powell, Ohio True REST locationon September 5, Basic-Level Members receive one session of spa services permonth, for the price of $a month (plus tax)Upon becoming a True REST Member,this customer agreed to the True REST Membership Terms and Conditions which arerequired by the True REST corporate office and apply to all Member's nationwide.These Terms and Conditions permit Members to cancel their Membership at any time,provided that the Member will be "charged one final time on the recurring paymentdate." However, upon cancellation all accrued and unused services are redeemablewithout expirationAlternatively, the Member can gift the accrued services toanother person of their choosing.On September 29, the customer provided notification that she wished to cancelher Basic-Level Membership, and we promptly terminated her MembershipPer theMembership Terms and Conditions, she was "charged one final time on the recurringpayment date" for the month of OctoberShe also received a spa session for thatmonth, which is redeemable at any time without expiration, or may be gifted toanother personOn September 30, 2015, the customer contacted True REST'S corporateoffice and inquired into the cancellation policyShe was subsequently informed of thecancellation policy, and told that the all True REST locations nationwide wererequired to apply the policy without exception.The customer's car accident is certainly unfortunate, and we wish her a speedy andfull recoveryHowever, the True REST Membership Terms and Conditions do not allowfor exceptions based on a customer's individual circumstancesInstead, they areapplied uniformly among all MembersThis is to ensure that all of 'True RESTS'svalued customers are treated fairly and without favoritism.Pursuant to the True REST Membership Terms and Conditions, the customer is noteligible for a refund of the October paymentHowever, the customer may redeemher services at any time, without expirationWe hope she does, as the True RESTfloat spa services can assist her continued recovery from the accidentAlternatively,the customer may gift the services to another person.Patrick G [redacted] ***

After receiving this complaint, management was contacted by ownership to investigate what had happened It appears that a cancellation email was sent to management on 12/4/at 7:24am from Davide *** The email indicated that Mr [redacted] wanted to cancel his membership and asked that his loyalty points (in store cash) be used to pay final membership charge On December 5, at 11:21am our Area Manager (Stephanie M***) responded with an email indicating that she used his loyalty points to pay his final charge, the charge would go through on December 13th 2016, per the membership agreement and informed Mr [redacted] that he had six months to use his remaining Floats with us This email will be attached to our response Mr [redacted] was not asked about the circumstances of his cancellation for many reasons We choose as a business to not attempt to pry into customers financial circumstances or personal circumstances that could cause them to cancelWe feel as a business that people cancel for reasons that are personal to them and we do not want to be pushy in our sales causing customers to make decisions not right for them We appreciate Mr***'s business with us and appreciate his concern We do wish that he would have brought his concern to us before taking this step, as we may have been able to communicate the process and help him understand our policy better Any questions please don't hesitate to call me at ###-###-#### Thank you, Heather GerkeOwner

Hello,Thank you for your response. I did try to reach out to your company for help on November 20th 2017 before taking this step. I was disappointed with the response because I felt a lack of care and no real customer service. If the person who responded to my message would have cared to have some dialogue with me, I would have explained why I wasn’t able to use the two remaining floats I paid for previously. Since I was dealing with some health concerns at the time, reaching out to True Rest about my two remaining floats didn’t take the highest priority over the last several months. I’ve attached the email conversation for your review. I’m asking that you please consider reinstating my two remaining floats that I paid as part of a monthly membership program. I’m not asking for something completely unreasonable or extraordinary. I’m just asking to be able to use what I paid for. If I was well, I would have certainly used my float

This customer became a Basic-Level Member at the Powell, Ohio True REST locationon September 5, 2015. Basic-Level Members receive one session of spa services permonth, for the price of $59 a month (plus tax). Upon becoming a True REST Member,this customer agreed to the True REST Membership Terms and...

Conditions which arerequired by the True REST corporate office and apply to all Member's nationwide.These Terms and Conditions permit Members to cancel their Membership at any time,provided that the Member will be "charged one final time on the recurring paymentdate." However, upon cancellation all accrued and unused services are redeemablewithout expiration. Alternatively, the Member can gift the accrued services toanother person of their choosing.On September 29, 2015 the customer provided notification that she wished to cancelher Basic-Level Membership, and we promptly terminated her Membership. Per theMembership Terms and Conditions, she was "charged one final time on the recurringpayment date" for the month of October. She also received a spa session for thatmonth, which is redeemable at any time without expiration, or may be gifted toanother person. On September 30, 2015, the customer contacted True REST'S corporateoffice and inquired into the cancellation policy. She was subsequently informed of thecancellation policy, and told that the all True REST locations nationwide wererequired to apply the policy without exception.The customer's car accident is certainly unfortunate, and we wish her a speedy andfull recovery. However, the True REST Membership Terms and Conditions do not allowfor exceptions based on a customer's individual circumstances. Instead, they areapplied uniformly among all Members. This is to ensure that all of 'True RESTS'svalued customers are treated fairly and without favoritism.Pursuant to the True REST Membership Terms and Conditions, the customer is noteligible for a refund of the October payment. However, the customer may redeemher services at any time, without expiration. We hope she does, as the True RESTfloat spa services can assist her continued recovery from the accident. Alternatively,the customer may gift the services to another person.Patrick G[redacted]

After receiving this complaint, management was contacted by ownership to investigate what had happened.  It appears that a cancellation email was sent to management on 12/4/2016 at 7:24am from Davide [redacted].  The email indicated that Mr. [redacted] wanted to cancel his membership and asked that...

his loyalty points (in store cash) be used to pay final membership charge.  On December 5, 2016 at 11:21am our Area Manager (Stephanie M[redacted]) responded with an email indicating that she used his 500 loyalty points to pay his final charge, the charge would go through on December 13th 2016, per the membership agreement and informed Mr. [redacted] that he had six months to use his remaining Floats with us.  This email will be attached to our response.  Mr. [redacted] was not asked about the circumstances of his cancellation for many reasons.  We choose as a business to not attempt to pry into customers financial circumstances or personal circumstances that could cause them to cancel. We feel as a business that people cancel for reasons that are personal to them and we do not want to be pushy in our sales causing customers to make decisions not right for them.  We appreciate Mr. [redacted]'s business with us and appreciate his concern.  We do wish that he would have brought his concern to us before taking this step, as we may have been able to communicate the process and help him understand our policy better.  Any questions please don't hesitate to call me at ###-###-####.  Thank you, Heather GerkeOwner

This customer became a Basic-Level Member at the Powell, Ohio True REST locationon September 5, 2015. Basic-Level Members receive one session of spa services permonth, for the price of $59 a month (plus tax). Upon becoming a True REST Member,this customer agreed to the True REST...

Membership Terms and Conditions which arerequired by the True REST corporate office and apply to all Member's nationwide.These Terms and Conditions permit Members to cancel their Membership at any time,provided that the Member will be "charged one final time on the recurring paymentdate." However, upon cancellation all accrued and unused services are redeemablewithout expiration. Alternatively, the Member can gift the accrued services toanother person of their choosing.On September 29, 2015 the customer provided notification that she wished to cancelher Basic-Level Membership, and we promptly terminated her Membership. Per theMembership Terms and Conditions, she was "charged one final time on the recurringpayment date" for the month of October. She also received a spa session for thatmonth, which is redeemable at any time without expiration, or may be gifted toanother person. On September 30, 2015, the customer contacted True REST'S corporateoffice and inquired into the cancellation policy. She was subsequently informed of thecancellation policy, and told that the all True REST locations nationwide wererequired to apply the policy without exception.
The customer's car accident is certainly unfortunate, and we wish her a speedy andfull recovery. However, the True REST Membership Terms and Conditions do not allowfor exceptions based on a customer's individual circumstances. Instead, they areapplied uniformly among all Members. This is to ensure that all of 'True RESTS'svalued customers are treated fairly and without favoritism.
Pursuant to the True REST Membership Terms and Conditions, the customer is noteligible for a refund of the October payment. However, the customer may redeemher services at any time, without expiration. We hope she does, as the True RESTfloat spa services can assist her continued recovery from the accident. Alternatively,the customer may gift the services to another person.Patrick G[redacted]