Regarding ID: [redacted] Concern Submitted on: 12/22/16 Client: [redacted]On 11/22/16, we spoke with Ms. [redacted] where she expressed her desire to cancel her membership agreement. Per the membership term Ms. [redacted] signed when enrolling, her member was for a 12- month time period—expiring February 2017....
We reminded her of this commitment and offered to work in scheduling her appointments at a convenient time and a therapist to best fit her needs. Ms. [redacted] declined this request.On 12/22/16, Ms. [redacted] contacted us to request a copy of her membership agreement. We emailed her a copy per her request.On 12/26/16, we contact Ms. [redacted] to inform her that her most recent payment was unable to be processed. At that time, Ms. [redacted] informed us she would not be updating her account or coming back to Massage Envy.On 1/2/17, our Spa Manager was in email communication with Ms. [redacted] to discuss options to cancelling her membership agreement per her request. We offered to cancel her membership agreement and either (A) Ms. [redacted] would forfeit her 2 accumulated member services or (B) Ms. [redacted] would pay her 1 past-due payment and we would cancel her membership—allowing the standard 60- days for her accumulated services to be used.On 1/6/17, Ms. [redacted] responded as the following via email:Dear (Manager): I am aware of the agreement which I signed, but am hoping that you will realize that I have not been to your facility in several months. I confess that when I signed up, I didn't realize that I would be charged monthly even if I scheduled no massages. I respectfully request that you waive my obligation to pay Massage Envy anything more, and immediately cancel my membership. It may not be according to the contract, but it seems fair to both your company and me for you to do that. I have paid for every massage which I received, and would not be happy to receive anymore, because of my extenuating circumstances. Again , please seriously consider my request, and let me "off the hook" Sincerely, (Ms.) HobbsOn 1/7/17. Ms. [redacted] responded via email, agreeing to allow the Spa Manager to cancel her membership, forfeiting her accumulated services.To this date, we feel we have reached a solution with Ms. [redacted] that is favorable to her initial request.Regards,[redacted]
Regarding ID: [redacted] Concern Submitted on: 12/22/16 Client: [redacted]On 11/22/16, we spoke with Ms. [redacted] where she expressed her desire to cancel her membership agreement. Per the membership term Ms. [redacted] signed when enrolling, her member was for a 12- month time period—expiring February 2017....
We reminded her of this commitment and offered to work in scheduling her appointments at a convenient time and a therapist to best fit her needs. Ms. [redacted] declined this request.On 12/22/16, Ms. [redacted] contacted us to request a copy of her membership agreement. We emailed her a copy per her request.On 12/26/16, we contact Ms. [redacted] to inform her that her most recent payment was unable to be processed. At that time, Ms. [redacted] informed us she would not be updating her account or coming back to Massage Envy.On 1/2/17, our Spa Manager was in email communication with Ms. [redacted] to discuss options to cancelling her membership agreement per her request. We offered to cancel her membership agreement and either (A) Ms. [redacted] would forfeit her 2 accumulated member services or (B) Ms. [redacted] would pay her 1 past-due payment and we would cancel her membership—allowing the standard 60- days for her accumulated services to be used.On 1/6/17, Ms. [redacted] responded as the following via email:Dear (Manager): I am aware of the agreement which I signed, but am hoping that you will realize that I have not been to your facility in several months. I confess that when I signed up, I didn't realize that I would be charged monthly even if I scheduled no massages. I respectfully request that you waive my obligation to pay Massage Envy anything more, and immediately cancel my membership. It may not be according to the contract, but it seems fair to both your company and me for you to do that. I have paid for every massage which I received, and would not be happy to receive anymore, because of my extenuating circumstances. Again , please seriously consider my request, and let me "off the hook" Sincerely, (Ms.) HobbsOn 1/7/17. Ms. [redacted] responded via email, agreeing to allow the Spa Manager to cancel her membership, forfeiting her accumulated services.To this date, we feel we have reached a solution with Ms. [redacted] that is favorable to her initial request.Regards,[redacted]