As the owner of four membership based businesses I understand how cancellations work. I was a member for about three years when I decided not to renew due to just not having the time. By the way I had a surplus of at least 5 massages at the time. I had cancelled over the phone and was not told I needed to come in to sign anything (yes, I know I should of read my contract from three years prior) however I didn't even think about that. And I would assume (again I know I shouldn't assume) that the employee I spoke with would let me know. My employees explain very thoroughly the process. I have not received any mail or phone calls stating that I had outstanding balance. Until today when I received a collection notice for almost $500. Did I say I have received NO WRITTEN CORRESPONDENCE FROM THEM EVER? Oh I did get about two phone calls. One letting me know my card had expired and I stating "yes I know and I'm not renewing" end of phone call. And another call maybe a month go asking if I would like to book a massage. Really? I called today and spoke with Kristin the Manager. She was in no way nice or helpful. She was basically reading her script of what to say. And would offer no help but to just keep repeating their "policy". Customer service is my number one concern when it comes to my employees and where I do business. I have never posted on any social media sites about bad business until today. I have already wasted an hour of my time on this and now I am going to have to waste many more hours fighting this. I will attempt to contact Francesca (the owner), Eli (the GM) and the Franchise headquarters to see if any of theses people are going to step up and do the right thing. Kristin would give me no contact info for anyone. Such a good little secret keeper she is. One last thing, my actual contract expired in 2012. I was a month to month client with unused massages stored up. I am just baffled that a billing department or something did not call me or send me correspondence about this or let me know it was to go collections. Just bad customer service and so rude.