HaloHeat Sauna Studios complaints

We are responding to the complaint filed by Mr. Busche regarding his membership at HaloHeat Sauna Studios. We appreciate the opportunity to provide clarity and address the concerns raised. Summary of the Complaint: Mr. Busche alleges that he was misled regarding his ability to cancel his membership after one month and that we falsely claimed a refund was not possible. He further claims that we required proof of relocation, which he found unreasonable, and that our policies were unfair. Clarification of the Facts: Membership Terms & Cancellation Policy Mr. Busche signed up for a monthly membership, which auto-renews each month unless a 30-day written cancellation notice is provided. This policy is clearly stated in the contract, online, and in our studio at the time of sign-up. Verbally stating an intention to cancel on the first day of service does not fulfill the cancellation requirement. Had Mr. Busche submitted his cancellation in writing at that time, his argument would be valid. However, he did not submit a written cancellation request until after he was charged for the following month. Despite this, we still waived the 30-day notice requirement as a courtesy, preventing him from being charged an additional month. Refund Policy & Proof of Relocation Our policy allows for early termination with a prorated refund if proof of relocation outside our service area is provided. This is a standard practice in the wellness industry. Mr. Busche declined to provide proof of relocation and explicitly stated that he does not have personal documentation, which means he does not qualify for an exception under our policy. No misinformation was given regarding the possibility of a refund—had proof been provided, a refund would have been processed. Company's Good Faith Actions: We waived his final payment, which he otherwise would have been responsible for per his contract terms. We responded promptly to all of his inquiries and complaints, including on Google and Yelp, ensuring transparency and fairness. We explained our industry-standard policies and provided Mr. Busche multiple opportunities to meet the refund criteria. Conclusion: HaloHeat Sauna Studios has adhered strictly to our stated and agreed-upon policies, all of which were available to the customer at the time of sign-up. We have acted fairly and in good faith by accommodating his cancellation request and waiving additional fees, despite his failure to provide written notice in a timely manner or meet the proof-of-relocation requirement. Based on these facts, we request that this complaint be closed as resolved. Thank you for your time and consideration. Please let us know if further documentation is required.

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