Complaint contract cancelled by myself on 7/29/15 and still continue to be billed, contract not cancelled. Arrived for a scheduled appointment on 7/29/15, was notified my appointment was not until 7/31/15. A Friday, during my work hours. I had made the appointment on the phone and would never have made one while I was to be working. This is the second time during this 6 month contract that this has happened. I asked to cancel my contract, was given a form to fill out and I filled it out at the desk during that visit. I see a charge on my credit card so I call and am told my contract is still active until a manager calls me to confirm. I asked why that has not occured, Jenna was unable to answer and asked if I had even turned in the notice to cancel. I advised her that I had, on the day of the mistake. Jenna advised me that they were unable to cancel any contracts, the manager has to do it. Asked to speak with the manager and was told she would be available next week.
Desired Settlement cancellation of my contract and refund of the most recent charge, plus use of my 2 credits or refunds for them as well.
Business Response Contact Name and Title: Jusy H., Business Mgr Contact Phone: XXX XXX XXXX Contact Email:*************************** I have attempted to reach Ms ***** for 2 days and have not been successful. Following is my response and resolution which I believe is fair and acceptable to all parties. This contract was cancelled on X-XX-XX and Ms ******* time was extended to 9-18 to use the last 2 services in her account. The cancellation was submitted on July 29. There is a 30 day notice for cancellation which appears on the original contract and the cancellation form. Ms ***** and I discussed this when we spoke on the 25th and this is why she had 2 services and was billed in August. We have spoken about the booking errors and I have extended my apologies to Ms *****. In the spirit of good customer service, I have refunded her July and August payments and expired the services. Originally, the cancellation was set for Sept 19 so she could use her 2 services. I have changed the cancellation to today. Please call if I can be of further assistance.
Complaint I bought my daughter a 6 month membership for Christmas. They auto-renewed. I cancelled and have continued to be billed. Bought membership 12/15. Membership should have ended in June. I was billed in July and August. Cancelled again in writing and was billed again today.
Desired Settlement I want them to reimburse me for this month's draft that they took today and to stop billing me.
Business Response Contact Name and Title: Judy H., Business Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ************************** I have spoken with ***** ******* and she is now aware the account was in fact cancelled on 8-4-15 and the requested credit issued on that date. She was not billed a monthly membership charge in August. The expiration of her daughter's services were extended so that she could use them. After using the services that were paid for, she came in for an additional service which was billed to *****'s card on file in the amount of $39.99. ***** stated she will address that with her daughter.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in West Florida. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
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