Bernard Investments

Review: On December 19th, I came into the new Massage Envy store to purchase a gift card for a 1 hour introductory couples massage for my husband and myself, as advertised via a flyer I received in my home at $49.99 each. Expecting to pay $99.98 plus tax, I was encouraged (repeatedly) by the man and woman at the front counter to purchase an upgraded package for $225 (which included tax and tip to massage therapists), which would allow for a 2 hour couples massage for he and I, plus an additional FREE 1 hour massage to be used by him. I was told that my husband could use the free 1 hour massage, AND still be allowed to use the 2 hour couples massage with me, at the introductory rate, and the $25 would cover the tip, so I could send him in as a surprise without him having to pay a dime (this was the sales pitch). The pitch was $49.99 x 2 hour massage x for 2 people plus $25.04 tip = $225 PLUS free bonus massage for husband. They specifically stated several times that he could use both, and we wouldn't have to pay a dime more, and even gave me 2 additional coupons for the $49.99 introductory offer as assurance, and even wrote on his gift card that it was good for a 2 hour couples massage, including pre-paid gratuity. When I called to book the free massage, I asked AGAIN if I should have someone else use the free card, because he had not yet used the 2-hour gift card, and that I didn't want to be charged extra, and the sweet girl on the phone laughed and said that I could be assurred that their records indicated the special I had purchased, and the $225 covered both the 1 hour free massage for him, and the 2-hour massage for he and I, plus $25.04 to be used toward a tip (or products if we elected to instead convert the gift card to be used toward a facial service instead). When I called to book the 2 hour massage, I reminded them I had the gift card and asked to make sure their records indicated it was paid-in-full, as it was a surprise for my husband, and the lady reassured me that everything was paid in full. Then we had our appointment, and AFTER the massage, the lady took our gift card, and said, "Today you'll be happy to be getting our promotional pricing you paid for, so you owe nothing." and another rep interviened, and said he didn't get promotional pricing because he had previously used the free 1 hour massage. I reminded them that I specifically asked about that when purchasing, and again when booking both appointments (because obviously I would have a) just purchased the 1 hour massages I originally intended to, or b) had him only use the 2 hour massage and given away the free hour massage to a stranger to avoid getting another bill). Needless to say, I left there in tears on my wedding anniversary, because my husband was given a bill for $104.98. This was so embarrassing and needless to say very poor customer service. We purchase at least 8 massages per year, and it's sad to say that over $104.98, they have lost our business.Desired Settlement: $104.98 re-credited to my credit card.

Review: I signed up for a 12 year membership which states I am guaranteed a massage appointment within 24 hours of trying to get one. I tried to call this establishment to secure my appointment after they already charged my credit card, from February 11 through the 14, I was unable to talk to anyone after several calls and messages. I want out of this contract an my money back, they are avoiding me and clearly have stolen my money.Desired Settlement: I want my contract terminated.

Business

Response:

To whom it may concern,

Review: On December 4, 2014 my fiance and I went to Massage Envy for the first time. We had never been to one and didn't know what to expect. The massages were great. At the end of the hour massages we were taken to the front desk to pay. After paying were told that we could sign up for membership that day and if we did the membership sign-up fee (I think it was $49.99) would be waived. I asked if the membership could be cancelled at any time and was told yes, with a 30 day written notice. Unfortunately that is not true. On 12/10/14 I had to quit my job for health reasons and so I planned to cancel my membership with Massage Envy. I pulled the membership paperwork and read it and there in the contract it states that I can only cancel if a) I move more than 25 miles from a clinic b) a doctor says I can no longer receive clinic services c) I become disabled or d) I die. The verbal information that the sales woman gave me that day was incorrect. Believe me, had I known that I was signing a contract for one year, totaling $719.88, I would not have joined as a member. I feel like I was tricked. I asked my fiance if he heard it too, that I could cancel anytime with 30 day notice and he said yes. Yes, she gave me the contract and yes, I signed it, but I trusted the staff were telling me the same thing as what was on the paperwork and they were not. This was either because they themselves didn't know or they were giving me false information so that I would sign up. This is a brand new location and the woman didn't even know how to use the cash register correctly, so I am hoping it is because she didn't know the real details regarding membership. Truth is, after a massage it's kind of tricky to try to get someone who may be drowsy to make a year long commitment. If this is their sales technique, they should at the least point out that the person has 3 days to cancel from that date of joining membership.Desired Settlement: I would like to ask that Massage Envy: 1. Cancel my membership, effective immediately. 2. Make sure that they train their front sales staff to know the true details of the membership agreement and give that information verbally to customers when trying to sell the membership. They should also tell customers who do join that they have 3 days to cancel if they read the contract and change their mind.

Business

Response:

This matter was handled. The member never tried calling to asking about cancelling her membership. The first time we heard of this was when receiving mail for Revdex.com. Just after receiving the mail, the member was contacted and for the reasons the member gave over the phone, the membership was able to be cancelled.