ComplaintsforWax the city San Antonio

• Initial Complaint

  01/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was texting with the business because I wanted to cancel my membership. They notified me that I was required to come in to sign a cancellation form. According to the agreement I signed, I can notify them in writing (which is what Ive done). They informed me, that despite what the terms say, they need my signature on the form. It seems to me that they are purposely making it difficult and inconvenient for their customers to cancel their membership. BTW - I asked them to email the form to me and they shared that they couldnt. I want my membership cancellation notification date to be today 1/23/23 - effective in ******************** their policy, which requires 30-day notice in writing.

  Business response

  03/10/2023

  Dear ******,
  
  Thank you for your feedback. As mentioned before, we do require written notice for all cancellations per the terms of your contract. Out of courtesy, we did offer to have this cancellation form mailed to you to make things as smooth as possible.
  
  Thank you for coming in to the studio to complete the Club Orange cancellation form in writing on 2/5/23. Your membership will be cancelled effective 30 days from the date the notice was received (3/7/23) per the terms of the contract that you signed upon enrolling in the membership. 
  
  We hope that you will continue waxing with us in the future as we value your business.
  
  Sincerely,
  *****************************
  Studio Manager
  

  
  

  Customer response

  03/13/2023

  Complaint: 18882959
  
  I am rejecting this response because it is clear in their policy that they accept written cancellation notifications (see previous image of their policy). I initiated the cancellation on 1/23 while out-of-town via text message. They should have honored that date as my cancellation, but rather, they used the date that I went into the studio to cancel and charged me another $74 on 3/2 - so no, their response is not acceptable as mailing the form would have resulted in the exact same thing. They need accept written cancellations on the date they studio is contacted.
  
  Regards,
  
  *******************************

  Business response

  03/22/2023

  Hi ******,
  
  
  
  

  Customer response

  03/22/2023

  Complaint: 18882959
  
  I am rejecting this response because: see the image I originally submitted with my compliant that also states that I can provide my termination in writing OR in person. 
  
  Regards,
  
  *******************************

  Customer response

  03/22/2023

  Complaint: 18882959
  
  I am rejecting this response because:
  

  I am rejecting this response because: see the image I originally submitted with my compliant that also states that I can provide my termination in writing OR in person. 

  
  Regards,
  
  *******************************

  Business response

  04/01/2023

  Hi ******,
  

  While we understand your frustration, we must be fair to all of our clients in our policies and procedures. Please refer to the previous response (which I am attaching here)
  
  
  

  Please also refer to the two documents bearing your signature that we sent in our previous email to you. Again, we understand and acknowledge your concerns. We do hope that you come in to utilize the credits that you still have towards services/products. Please feel free to reach out with any further questions.

  Sincerely,

  Krista 

  Customer response

  04/03/2023

  Complaint: 18882959
  
  I am rejecting this response because their request to make someone go into the office to cancel a membership is unnecessary in this digital age. They simply want to delay the process and make it as inconvenient as possible to go in person. I won't be using the $70+ in services now or in the future. They need to change their policies -- just like they are allowed to charge a customer $xx for missed appointments, they can easily cancel a membership via email or text. 
  
  Regards,
  
  *******************************

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