I used to live in the same building, so I got a membership to save some money on massages. I was informed I can put it on hold whenever I'd like, and that if I do not reactivate it, it will *be cancelled*. This is exactly what the front desk person told me. I confirmed several times - I have a baby and didn't need to be remembering to reactivate. Anyway, months pass and I knew I was going to move. I believe I phoned again and confirmed my account was deleted prior to moving away.
Recently, I checked my credit statements and saw 3 payments to Hand and Stone. I phoned Dan Leckie and was told that the account actually *reactivates* if I don't respond. This was news to me! I Kindly asked for a refund...Helen, the manager, was very rude...she absolutely denied a refund and kept telling me it reactivates, and I was wrong (I can understand if these were the rules, but honest to god I was told wrongly...she acted like I was lying to her!). I can assure you this is not what I was told, but let's say for argument's sake it was...I am not sure why she wouldn't simply refund me and move on with her day. I was getting frustrated and said all I want is my refund and I will move on. I don't want any massages. She finally said "I'll see what I can do" in an angry voice and hung up. Since she didn't tell me what she would do, I had to phone back later and was told that 2 out of 3 months I was charged for were refunded and the last month would count as my 30 days cancellation notice so that charge stays, meaning 1 massage credit. I asked her if I can use it any the H & S in Etobicoke and she said for sure. At this point I breathed a sign of relief. By the way, this was all around Christmas time...the last thing I want is almost 300 dollars of charges for massages on my credit card! So I thought I could live with a massage credit to use for myself.
I just went to book with Etobicoke, and she told me there was no record of any credits on my account! I then called Dan Leckie and the front desk staff told me the same thing. I was livid. It's only $70, but after my ordeal I honestly just want my money back or at the very least my massage credit! By the way, all the other staff were wayyy less rude and actually sympathized with me. They seemed like they wanted to help me. She told me she had to ask Helen about it so I left my number. I know for a fact Helen now hates my guts and will never phone me back.
At this point I want my money back just for the principle. I don't want these people keeping my $70 and I have nothing to show for it but weeks of stress! read more