Yos-dan Inc

The regularly scheduled business day the client is speaking of, every Massage Envy in our region was closed due to a regional event. I spoke with this client and let her know this. Also, she only wants specific therapists for her and her husband. The days that she wanted these
therapists, they do not work together. She informed us that she wanted them to come in on their days off, which is not possible due to our therapist having other jobs, being in school, etc. The only days these therapists worked together, the clients were not able to come in. We have worked with this client and recommended her to different therapists. *** came in on 8/and used one of her massages leaving her with three massages under her name and four under her husbands. They can come in anytime and receive those massages, but they refuse to do so. In regards to her freeze request (her request to put her account on hold), it has never been our policy to freeze over the phone, all of our employees know that a form must be filled out and turned in to the manager. *** was also told this, and she did in fact fill out a form for her and her husband on 8/11/16, for which we processed the freeze accordingly. So it does not make any sense when she claims she was told "only a manager could do it over the phone". I have a attached a copy of said freeze forms. I did call *** and let her know that if she wanted to cancel her membership, again she needed to fill out a cancellation form, which she has not yet done