ComplaintsforMassage Heights Beltline
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Complaint Details
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Initial Complaint
15/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On November 30, 2022, I had a massage with this company. When it was finished, they used a variety of pressures to get me to sign up for a 3-month trial membership, which I did eventually. I was in a lot of pain and not thinking very clearly. The day after they sent me the paperwork, I wrote back saying I wasn't comfortable with the arrangement after all and requested they cancel. They ignored my request for two weeks and after multiple follow *** finally said no, we will be charging your card. I explained that I could not consent to being physically handled by a member of their staff in the future and revoked my consent to use my card. As I had paid for the massage I did receive and did not feel comfortable being in such a vulnerable position in their establishment again, I see no justification for their refusal of my request which I provided in a timely manner. However, they have now charged my card anyway. I don't plan to use their service and will be disputing the charge with my credit card company, but I find the practice of pressuring people in pain into a binding contract utterly repugnant and felt it should be reported. To be clear, I paid for what I got and I'm fine with that, but I don't want to be charged for any more.Initial Complaint
14/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Early January I signed up for a 3 month membership and asked about their cancelation policy, they told me I need to give 30 days notice and that is it. On my second month visit I told them I want to cancel my contract to avoid further charges. The lady at the front desk told me that it was all good and I would not be charged further past my 3rd month. Fast forward to a couple months ago I noticed a charge on my credit card from them and then checked the vendor history to find out they kept charging my card. This was 6 months of charges of $97.45 each. I called them and told them about the erroneous ********. They said they never got the request. The front desk lady never processed anything. I spent 7 weeks calling them asking for updates on my situation and if they will give me my money back that they never had permission to take. On 12/12/22 I got one of the ******** emails stating that they will not be giving me my money back. ***** ******* *** ****** **** ******* ********* ** ****** ***** ****** ** ***** **** ** ******* ********** ******* ************ **** *** ******* ******** ** ******** ********* ***** ** ** **** ******* *** **** ****** *** ******* ****** ** ***** ********* **********Business response
14/12/2022
Hi there,
Thank you for the inquiry. We have ******** our most recent response to the client, as well as an explanation of how the memberships work.
When ****** initially signed up for a program, he signed a contract which states that all programs are set for auto-renew after the initial term, and 30-days advance notice is required in writing in order to stop the program moving forward. ****** did sign as indicated agreeing to this policy.
We never received any written cancellation notice for this program, and so, the program did continue as stated in the membership contract.
When ****** made the complaint in November, the program was immediately cancelled, and the final payment to be collected within the 30-days notice was then waived in order to ensure that no further frustration would come from the complaint. Additionally, we offered a 6-month extension on the prepaid hours that are on file, and offered to refund 2 hours worth, which again, stated in the contract, refunds are not something that we offer.
At this time, we do believe that we have done our best to resolve the situation on our end, and hope that ****** is able to accept the resolution provided and utilize the massage hours on file. Our goal is certainly not to cause any additional frustration, and we hope by making multiple exceptions to the policies as stated above, that we are able to provide ****** with the services in which he has paid for.
Regards,
MH Team **** ** *** *******
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.