ComplaintsforIn2 Wellness NW Inc

• Initial Complaint

  05/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was told when i cancelled my membership that i would have only 3 months to use the remaining packages. i cancelled membership end of february 2024. When i tried to book a service, April 28th, 2024, they said i had no more packages left. i had been in beginning of March and had 3 more packages to use up. I asked to speak to a manager, they said no manager was in and that they would call me the next day. On 4/29/24, no one called, so i stopped by the business, again i was told , no manager was in and that they would call the next day. 4/ 30/24, no one called, so i called and was told same thing again. 5/1/24 I interacted with the text messaging service and asked for a response via call, no call, and asked for a response via email, no email. iTs now late 5/2/24 and im reporting a complaint as they have approximately $240 worth of my money and i cant get a response from a manager. I would like a refund of remaining packages or a call and the ability to use those remaining packages.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Refuse to honor the contract on massage credits given through their membership program. They constantly cancel your appointments when you do book and purposely delay until youre credits are no longer good under their terms of service. They are extremely rude and unprofessional to deal with and they pay their massage therapists very poorly resulting in often poor quality massages or no massage as they just wont show up for work. Very shady business practices and extremely rude.

  Business response

  11/28/2023

  ***************** became a member with us in October of 2022. As part of the membership program, he received a Free facial service which he redeemed on Nov 27th. He signed his membership termination documents in ******* of 2023. We waived his final contract charge requirement for ******* as a courtesy. He agreed to all the terms and conditions of the termination in the attached form. He had until the end of April 2023 to use those credits at any Hand & Stone location. We always conducted affairs with him in a very courteous and profesional manner. Refunds were not a condition of the agreed upon termination and he had 120 days from his last payment of Dec 31st which is 30 days more than the membership he signed up for spelled out. 

  He makes some allegations that are simply untrue. Like all businesses in the Post Covid world, we take our staff and clients health very seriously. He says there were cancellations, there were and it was the same provider who called out due to health and safety concerns. He was provided with alternatives to schedule but for whatever reason chose not to take advantage of the other options. We did all we could to accommodate his scheduling needs.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business raised the monthly cost of their membership, so I decided to cancel. I had three months of credit that I had already paid for at this spa which amounted to $210. When I was finally able to make an appointment for a massage, they told me I had passed the 90-day period after canceling and was not entitled to the services that I had paid for or my money back. I was not told about the 90-day period when I canceled, and the manager refused to help me due to the "policy" that they had in place. They refuse to let me use the credit that I already paid for, and they refuse to refund me my money.

  Business response

  09/09/2022

  We clearly communicated to the customer via the signed Termination request that he would have 90 days from the submission to use his remaining packages and after that they would expire. As you can see he read the document and agreed to the terms. This form supports our membership agreement which he also signed and agreed to its terms and conditions. We communicated that to him at the time of termination and after that when he tried to use them after their expiration. We do not refund membership packages, they roll over and stay active as long as the customer stays active. He agreed to all of these arrangements when he joined our membership program.

  We feel that we have met all of the terms and conditions of our mutually agreed upon business arrangement that governed our business relationship.

  We wish him well in his future endeavors.

   

  Customer response

  09/09/2022

   
  Complaint: 17937426
  
  I am rejecting this response because:I canceled over the phone and did not sign a cancellation agreement
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business is charging a reoccurring membership fee, for a service that was canceled in December 2021. The business claims it's under new management and has no records prior to February 2022. However after several requests for a refund of 5 months of fees the business refuses.

  Business response

  06/10/2022

  We have no record of any cancellation. We are not under new ownership. Since receiving this notice we have reached out multiple times to attempt to resolve and they havent responded. We are willing to work with them to resolve. They need to sign a termination agreement as the membership agreement requires that. We need them to contact the Spa and speak with our Manager, Jori.

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