ComplaintsforTrue Rest Float Spa

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged on 11/01//23 for $65, and I was charged on 10/23/23 for $65. I did not authorize these charges. I did not authorize the storage of my credit card information. I did not authorize recurrent charges on my credit card.A couple months prior to the charges above, I called the business to make a single payment for my sister. She had a monthly membership at the business, which she closed before they charged my card.I called the business on 10/22/23 after seeing the pending charge. The manager was extremely rude and condescending. He did not want to help me. (He was also the one I spoke with when I called in to make a one-time payment on my sister's account months prior.) I told him that I did not authorize the storage of my credit card information, and I did not authorize recurrent charges. He didn't acknowledge what I was saying. He didn't want to help me at all. He didn't even want to contact "corporate" about it. He wanted me to send an email myself. I explained - As the manager he should be the person to take care of this and reminded him of the unauthorized use of my card. He told me he would and that he would call me the next day. I didn't hear from him again, however he did charge my card again less than 2 weeks later.Notes - In 2021 I did make another purchase on my sister's account. - In 2023 when I made the phone payment on my sister's account, I asked the business if they could switch the name on my sister's account to my name. They said no.

  Business response

  11/08/2023

  Attached is our email correspondence and signed membership agreement replying to your October interaction with our spa attendant. We have not received a reply back yet from you or ******** if you would like to cancel ********'s membership that you were paying for and start your own membership to transfer her floats on account to you. Since this complaints seems that you are no longer interested in that we have cancelled ********'s membership as of today with no further charges so there will be no additional charges on your credit card. We are sorry you didn't give us the opportunity to meet your expectations before submitting this complaint.

  Customer response

  11/08/2023

  This response is a lie.  

  Firstly, they never sent this letter to me or to my sister.

  Then, they state that on Oct 19th that ******** changed the card to the one ending in *****.  That is my credit card, and I am ****.  I have never given my sister ******** my credit card information.  I only gave my credit card information to the manager over the phone.

  On August 29th, I was informed that my sister's membership could not be transferred to me.

  Before September 29th, my sister ******** cancelled her membership.  She also followed up on this on October 22nd, after she found out they charged my card.  The manager was extremely rude to her and obviously didn't cancel her membership upon this or the previous cancellation requests.

  Back to my initial letter - I, *************************, NEVER authorized the storage of my credit card information (the card ending in *****).  I NEVER authorized the use of my credit card for recurrent charges. The manager took it upon himself to fraudulently do so without my consent.  This is actually FRAUD.

  Customer response

  11/08/2023

   
  Complaint: 20836769
  
  I am rejecting this response because:

   

  This response is a lie.  

  Firstly, they never sent this letter to me or to my sister.

  Then, they state that on Oct 19th that ******** changed the card to the one ending in *****.  That is my credit card, and I am ****.  I have never given my sister ******** my credit card information.  I only gave my credit card information to the manager over the phone.

  On August 29th, I was informed that my sister's membership could not be transferred to me.

  Before September 29th, my sister ******** cancelled her membership.  She also followed up on this on October 22nd, after she found out they charged my card.  The manager was extremely rude to her and obviously didn't cancel her membership upon this or the previous cancellation requests.

  Back to my initial letter - I, *************************, NEVER authorized the storage of my credit card information (the card ending in *****).  I NEVER authorized the use of my credit card for recurrent charges. The manager took it upon himself to fraudulently do so without my consent.  This is actually FRAUD.

  
  
  Sincerely,
  
  *************************

  Business response

  12/11/2023

  1. Per the Membership Agreement signed by ********- You must submit an email to cancel your membership. To date no email has been received though we did cancel the membership at the onset of this complaint.

  2. When we received the phone call from **** changing the credit card to pay for her sister ********'s past due membership to ****'s personal credit card all she stated was she was updating the billing to this new credit card. At no time did she inform us this was only for a one time membership dues payment. That new credit card was charged for several months as ******** continued to come to the spa and use our service with delight. No customer complaint was known to us until this complaint action.

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