Capitol Coin Auctions LLC

Thank you for the opportunity to clear up this matter.  I called and spoke to this customer at 1:10pm on July 9.  The summary is that part of his complaint I was immediately able to rectify but the rest of this complaint is not associated with our business and should not be included in our...

file. He didn't buy the gift card from our location.  Every Massage Envy location in the United States is an independently owned location of the national franchise company.  Even if we wanted to issue a refund, we could not, because he did not buy this gift card from us.   I acknowledged there had been a mistake by the person who answered the phone and that we always are able to hold an appointment on a gift card if the guest brings the physical gift card into our business when they book the appointment.  I apologized for the mistake and explained why we have the credit card and gift card policies.In addition to the credit card fraud out there that he mentioned, our business has been subject to gift card and customer fraud in the past.   Our therapists work on commission, and when a guest doesn't show up for an appointment, if we cannot collect a partial payment per the No-Show and Same Day Cancellation policy explained at the time of booking the appointment, the therapist does not get paid. They cannot get that lost time and lost wage back.  Our Gift Cards are valid at 1,080 locations nationwide and now at 33 locations in the Houston area.  What has happened in the past is that some customers who had held their appointments on gift cards will make an appointment with us, but will redeem the gift card elsewhere before that appointment and not inform us they will be a no show.   That causes the therapist to have an open appointment for which they receive no payment.This customer agreed they would be willing to bring in the gift card to hold a future appointment but he was going to ask his wife.  I attempted to look up his gift card in our system and we have no record of it.  Massage Envy is a nationwide franchise and each location is independently owned.  I asked him if he bought the gift card here and he said he did not.  I told him that if his wife decided she did not want to drop off the gift card to hold an appointment at our location, he would have to get in touch with the Massage Envy location where he originally purchased his gift card to talk to them about his request for a refund.

Dear Carrie [redacted]   Thank you for the opportunity to address your concerns.  Yes, like almost all other retail businesses that sell appointment based services, Massage Envy does require a credit or debit card to hold your appointment. It is not possible to book a hotel room, reserve a car...

rental, book a banquet hall or private venue, or reserve an massage or facial appointment at most Lake Conroe area day spas without either a credit/debit card to hold your spot, or pay an upfront deposit. We are no different than any of those other businesses.  Our staff was correct in asking you for a credit or debit card to hold the appointment.  We do not ask for a deposit, and nothing gets charged unless your appointment has a same-day cancellation that is not filled by someone else, or you are a no-show. In the event you do not honor your appointment, the credit or debit card is there to ensure that the therapist gets paid for the time you reserved, since they work on commission. When someone no-shows to an appointment it is then too late to fill that spot with someone else from our waiting list, and the therapist has to go home to their families with no pay for the time you reserved.   Several years ago we attempted to hold appointments with gift cards, but our employees were defrauded over and over again by customers who would reserve the appointment and then redeem that same gift card at another of our over 1,150 locations. When it was time to charge the gift card for the no show, there was no value and the therapist could not be paid.  We reviewed our lobby surveillance recording of your visit to our clinic for training purposes, and note that our manager attempted to assist you with booking the appointment by making an exception workaround. We also noted you told her to [redacted]” and walked out on her.  We are sorry you feel this way and would love to help when you are ready to book your appointment.