ComplaintsforMassage Heights

• Initial Complaint

  02/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company is located in Fort collins and I am lcoated in ******* wy, (45 miles away). My wife and I signed a monthly massage contract with this company but before we did we ask if our vehicle or finanacial situation changes could I cancel the contract. They said they policy for that and they they understand life happens. So now here we are 3 months later, my finanaicla situation is much worse to job issue from covid and the ecoomy plus my vehcile died so we had to get a new one. We do not have the money for a new carbecuase of house repairs bills (hot water heater) that come up so we bought an older one that is not very relaiable. Now that we cannot afford to go and not longer have a relaiable vehcile we asked to be let out of our contract and we where told "NO" and that it is not policy to let people out of contracts for finanaicl or travel reason. I want out of the contract like I was promissied when I singed it.

  Business response

  02/10/2022

  Hello ******,

  Thank you for the opportunity to discuss your account with you. On 11/6/2021 you and your wife enrolled in a 12-month massage membership program with us. Based on your enrollment we were able to provide you membership pricing on your massage services, giving you and your wife a total discount of $210 for services rendered that same day. With your enrollment, you signed and initialed our membership agreement (see attachment for your records) including signing off on and agreeing to our membership cancellation policy. The cancellation policy you agreed to states ‘’During the Initial Term you may request cancellation of this Agreement by providing a 30 days’ advance written notice to us at our street address or email address at the top of this Agreement that includes: (a) written proof (e.g., copy of driver's license or utility bill) that Member has changed their permanent residence to a location more than 25 miles from any Massage Heights Retreat; (b) a written statement from your medical physician verifying Member is unable to receive massage and/or facial services due to health related reasons; or (c) written proof (e.g., death certificate) of the death of Buyer or Member. Unfortunately, because you have not provided proof of relocation from the address you enrolled under, or a statement from your doctor verifying you are unable to continue services, at this time you do not qualify to cancel your membership prior to completing the 12-month term you agreed to.

  We are sorry to hear that your financial situation has changed since you enrolled in your monthly program. We do understand that life happens and there are circumstances that you cannot foresee. Although we were unable to process an early termination of the account, we did offer you a 6 month freeze on your program which you agreed to, allowing you a financial break and the ability to complete your membership term at a more convenient time. We have also waived the associated $10 per month freeze fee, based on your situation. We hope that your circumstances will have changed following the 6 month hold and you can continue massage services during this time where relaxation and self-care are more important than ever.

  Warm Regards,

  Cailyn L*** - Account Management
  Massage Heights Centerra
  Loveland, CO 80536
  *** *** **** *********************************

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