ComplaintsforHand and Stone Massage and Facial Spa
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Complaint Details
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Initial Complaint
09/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I signed up for a recurring monthly membership and there is no way to cancel this membership. I have called, emailed, and filled out forms on the website with no response over the past several months.Business response
09/15/2022
It appears that the client's early requests to terminate membership were submitted to our Franchise Corporation's headquarters vs. our individually owned location. The Franchise Corporation's instructions in response (see email on Feb 6) were to contact our location directly. The client visited our site on May 22, May 29, Jun 19, Jun 25, Aug 10, and Aug 21. There is no record that the client requested to cancel her membership until we received an email on August 21. Her membership termination was processed promptly on August 24. She has used all the service credits she earned by remaining a member from Feb - Aug, except for a single remaining credit that will expire on November 24.I apologize for any inconvenience to the client. Termination instructions are included in the membership agreement and simply require that a one-page termination form be texted, emailed, mailed or completed during a visit. I believe this matter has been resolved to the client's satisfaction and it appears she enjoyed her services with us.
Eric S*********, Owner
Hand & Stone Massage and Facial Spa
Philadelphia ***** ******
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.