Absolutely unacceptable cancellation practices and customer service.
My wife and I were members at Restore Hyper Wellness's Plantation location. After that location closed, we went together to the Pembroke Pines location and clearly told the staff that we wanted to cancel both memberships. Instead of handling the cancellation in person, they instructed us to submit the request by email.
My wife followed those instructions and specifically wrote that "my husband and I" had visited the location. Restore replied in writing that the membership had been canceled and that there would be "no further payments due."
Despite that confirmation, Restore continued charging my credit card $160 per month for five additional months--a total of $800.
When I discovered the charges and provided Restore with the original email chain, they refused to issue a refund. Their excuse was that each membership supposedly required a separate written cancellation request, even though we had both appeared in person, followed the exact instructions their staff gave us, referenced both of us in writing, and received a confirmation stating that there would be no further payments.
This is the kind of technical loophole a company uses when it is more interested in keeping a customer's money than doing what is fair. At no point during our in-person visit did the staff clearly explain that two separate emails were required. Restore's own vague and ineffective cancellation process created this problem, yet they placed the entire burden on the customer.
A reputable business would have reviewed the evidence, acknowledged the misunderstanding caused by its own staff and refunded the post-cancellation charges. Instead, Restore chose to hide behind a technicality and keep $800 that it continued collecting after confirming cancellation.
I would strongly caution anyone considering a Restore membership. Get every detail in writing, monitor your credit card closely and do not assume that a written cancellation confirmation actually means Restore will stop charging you. read more