We have reviewed the incident and feel the demand of the client to have payments to services she has received fully refunded is unreasonable: a) She experienced a satisfactory massage and facial service on separate occasions She confirmed this to the staff herself and gave both the therapist and esthetician very good tip For both occasions, the therapists and estheticians have been given their commissionsb) The transactional error, ie ., the tip charged to her gift card, has been corrected The amount has been refunded to her gift card Further we, are open to her request to transfer this amount to her debit card instead, but we are still awaiting her debit card information.c) Lastly she claimed we double charged her on the tip, and that this was also charged to her debit card We checked our merchant processing data and did not find this transaction We requested client to provide proof that there was a charge, in case there were errors in our system, but have not received any update If her bank statement confirmed there is double charging, we will be happy to refund this as well.d) Client was not open to any service concessions at our clinic and she firmly stated she does not want to receive any service from our clinic again
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I was told when I signed up I could cancel at any timeNot months I am a homosexual and I do not like for other people to touch my body unless I feel comfortable shoving me around going to therapist to therapist is not a good business practiceI was lied to and manipulated into signing this contractI only went to that therapist because of the fact that I feel comfortable for him to touch my bodyTherapists are not like cars you can just try one till you find oneI was lied about the contract and lied to about the therapist this company is devious and dishonest
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Customer did not authorize use of the gift card to include tipThe tip was deducted from gift cardGift card does not have paperwork to show this transaction so there is no "proof" of the transactionIt was employee error that lead to customer having to pay out-of-pocket for the second service since there was less value on the gift card than expectedCustomer wishes refund of both transactions Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] This complaint has been resolved by the business Please withdraw complaint [redacted] Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] Revdex.com spoke with consumer on 3-31-and consumer indicated that complaint was resolved with the business about a week and half ago
Revdex.com:No where on the picture of this card does it say you HAVE to have a credit card to make an appointment I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
Dear ***Please accept our apologies for the incomplete handling of your cancellation and the resulting extra charge This should have been rectified, and a refund has been processed, and my understanding is that my Clinic Manager has confirmed this with you personally Refunds
typically take anywhere between 3-days depending on the bank There should no longer be a problem but if by next week your refund is not showing up on your account yet, please don't hesitate to let me know.I addition I also want to thank you for providing very specific feedback about your experience regarding communications (or lack of) from our Assistant Managers and Front Desk Staff Needless to say those are important training moments for them as we continue to improve our operations.Thank you again I hope we have resolved your issue to your satisfaction and that we might be deserving of your business in the future. Sincerely*** ***Owner Massage Envy Kenwood***
Dear ***, Thank you for reaching out to us about this issue in multiple ways First of all, I apologize profusely for the lapse in internal communications that has caused the issues that you have raised, and for the length of time it has taken to resolve the issue This is not
reflective of the way we do business, and please be assured that we are working to fix any outstanding issues for the future.More importantly I would like to reconfirm that we have cancelled the membership at your request and also refunded May dues that were incorrectly charged.Thank you for your business, and apologies again for the lapse in our service standards. Sincerely*** ***OwnerMassage Envy Hyde Park
***
Thank you for resending this At the time of the original complaint our Member Services Manager was working with him by phone and email, and I was hoping it will come to a resolution.Attached is a copy of the contract which ** *** signed and initialed, contrary to his claims that he
was verbally told that “there was no contract”.As you can see it is a very thoroughly executed contract, signed by ** *** and initialed in the key points about membership benefits, the payment terms, and cancellation policies.The cancellation policies clearly state (and initialed by ** ***) that a member may cancel within the initial term, if he moves from his original residence to one miles away and additionally miles away from any Massage Envy, OR he has a written statement from his medical provider certifying that he is not able to receive massages for medical reasons.However, ** ***’s cancellation requests do not meet the above cancellation criteria, hence we are unable to cancel his membership at this time For the remaining duration of his membership, ** *** may avail of services in other Massage Envy clinics that are more conveniently located to him While he has seen only one therapist while with us, we have many more therapists of similar skill and profile as *** ***’s favorite therapistWe have offered previously, and again today, to assist in finding a suitable therapist that would be able to address his therapeutic needs.Thank youTanya V***
We have reviewed the incident and feel the demand of the client to have payments to services she has received fully refunded is unreasonable: a) She experienced a satisfactory massage and facial service on separate occasions. She confirmed this to the staff herself and gave both the therapist and esthetician very good tip. For both occasions, the therapists and estheticians have been given their commissionsb) The transactional error, ie ., the tip charged to her gift card, has been corrected. The amount has been refunded to her gift card. Further we, are open to her request to transfer this amount to her debit card instead, but we are still awaiting her debit card information.c) Lastly she claimed we double charged her on the tip, and that this was also charged to her debit card. We checked our merchant processing data and did not find this transaction. We requested client to provide proof that there was a charge, in case there were errors in our system, but have not received any update. If her bank statement confirmed there is double charging, we will be happy to refund this as well.d) Client was not open to any service concessions at our clinic and she firmly stated she does not want to receive any service from our clinic again.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please...
contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] This complaint has been resolved by the business. Please withdraw complaint [redacted]. Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Customer did not authorize use of the gift card to include tip. The tip was deducted from gift card. Gift card does not have paperwork to show this transaction so there is no "proof" of the transaction. It was employee error that lead to customer having to pay out-of-pocket for the second service since there was less value on the gift card than expected. Customer wishes refund of both transactions.
Regards,
[redacted]
Revdex.com:No where on the picture of this card does it say you HAVE to have a credit card to make an appointment.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The client had placed complaints all over social media and also with our internal feedback mechanism. There was a processing error which was refunded to her gift card soon after the complaint was lodged. Client wanted her refund to a credit card instead as she claimed not to want our services...
in the future. We were willing to do this despite being against policy of refunding using same mode of payment however she refused to provide a card number and has been verbally abusive to our staff and owner about the situation. Separately she claims to be double charged in her debit card but our records are not showing this nor has she provided any proof that would help us refund her. Essentially she wanted to be refunded for a service she praised and tipped well for but we are only open to refunding transaction errors but she has so far refused to provide documentation and is verbally abusive to our staff and has been writing threatening emails. We believe we have gone over and above in trying to fix our errors but we cannot fully do this unless she provides important information like card numbers to refund to ( we do not have it on our system consistent with secure business practices) and proof of duplicate charging. So we are still waiting.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I was told when I signed up I could cancel at any time. Not 6 months I am a homosexual and I do not like for other people to touch my body unless I feel comfortable shoving me around going to therapist to therapist is not a good business practice. I was lied to and manipulated into signing this contract. I only went to that therapist because of the fact that I feel comfortable for him to touch my body. Therapists are not like cars you can just try one till you find one. I was lied about the contract and lied to about the therapist this company is devious and dishonest.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please...
contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] Revdex.com spoke with consumer on 3-31-16 and consumer indicated that complaint was resolved with the business about a week and half ago.
We are unfortunately not able to refund the gift card value to the client. In order to use the gift card without reserving in advance, client can walk in for a same day appointment (weekdays and in particular Tuesdays and Wednesdays would offer...
best chances of having slots open for walk ins), OR reserve in person and pay in advance with the gift card.We would like our client to understand that requiring credit card confirmations is a standard practice in our industry. We have a very high demand for our services and missed appointments that are not guaranteed represent a significant loss of income for our therapists. Our credit card processes are very secure and have the highest level of fraud or identity theft protection. Gift cards, however do not have that same level of protection so we are only able to use it as a form of payment when the card is physically presented.We look forward to being able to serve the client in the near future. Thank you
We have reviewed the incident and feel the demand of the client to have payments to services she has received fully refunded is unreasonable: a) She experienced a satisfactory massage and facial service on separate occasions She confirmed this to the staff herself and gave both the therapist and esthetician very good tip For both occasions, the therapists and estheticians have been given their commissionsb) The transactional error, ie ., the tip charged to her gift card, has been corrected The amount has been refunded to her gift card Further we, are open to her request to transfer this amount to her debit card instead, but we are still awaiting her debit card information.c) Lastly she claimed we double charged her on the tip, and that this was also charged to her debit card We checked our merchant processing data and did not find this transaction We requested client to provide proof that there was a charge, in case there were errors in our system, but have not received any update If her bank statement confirmed there is double charging, we will be happy to refund this as well.d) Client was not open to any service concessions at our clinic and she firmly stated she does not want to receive any service from our clinic again
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I was told when I signed up I could cancel at any timeNot months I am a homosexual and I do not like for other people to touch my body unless I feel comfortable shoving me around going to therapist to therapist is not a good business practiceI was lied to and manipulated into signing this contractI only went to that therapist because of the fact that I feel comfortable for him to touch my bodyTherapists are not like cars you can just try one till you find oneI was lied about the contract and lied to about the therapist this company is devious and dishonest
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Customer did not authorize use of the gift card to include tipThe tip was deducted from gift cardGift card does not have paperwork to show this transaction so there is no "proof" of the transactionIt was employee error that lead to customer having to pay out-of-pocket for the second service since there was less value on the gift card than expectedCustomer wishes refund of both transactions Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] This complaint has been resolved by the business Please withdraw complaint [redacted] Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] Revdex.com spoke with consumer on 3-31-and consumer indicated that complaint was resolved with the business about a week and half ago
Revdex.com:No where on the picture of this card does it say you HAVE to have a credit card to make an appointment I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***
Dear ***Please accept our apologies for the incomplete handling of your cancellation and the resulting extra charge This should have been rectified, and a refund has been processed, and my understanding is that my Clinic Manager has confirmed this with you personally Refunds
typically take anywhere between 3-days depending on the bank There should no longer be a problem but if by next week your refund is not showing up on your account yet, please don't hesitate to let me know.I addition I also want to thank you for providing very specific feedback about your experience regarding communications (or lack of) from our Assistant Managers and Front Desk Staff Needless to say those are important training moments for them as we continue to improve our operations.Thank you again I hope we have resolved your issue to your satisfaction and that we might be deserving of your business in the future. Sincerely*** ***Owner Massage Envy Kenwood***
Dear ***, Thank you for reaching out to us about this issue in multiple ways First of all, I apologize profusely for the lapse in internal communications that has caused the issues that you have raised, and for the length of time it has taken to resolve the issue This is not
reflective of the way we do business, and please be assured that we are working to fix any outstanding issues for the future.More importantly I would like to reconfirm that we have cancelled the membership at your request and also refunded May dues that were incorrectly charged.Thank you for your business, and apologies again for the lapse in our service standards. Sincerely*** ***OwnerMassage Envy Hyde Park
***
Thank you for resending this At the time of the original complaint our Member Services Manager was working with him by phone and email, and I was hoping it will come to a resolution.Attached is a copy of the contract which ** *** signed and initialed, contrary to his claims that he
was verbally told that “there was no contract”.As you can see it is a very thoroughly executed contract, signed by ** *** and initialed in the key points about membership benefits, the payment terms, and cancellation policies.The cancellation policies clearly state (and initialed by ** ***) that a member may cancel within the initial term, if he moves from his original residence to one miles away and additionally miles away from any Massage Envy, OR he has a written statement from his medical provider certifying that he is not able to receive massages for medical reasons.However, ** ***’s cancellation requests do not meet the above cancellation criteria, hence we are unable to cancel his membership at this time For the remaining duration of his membership, ** *** may avail of services in other Massage Envy clinics that are more conveniently located to him While he has seen only one therapist while with us, we have many more therapists of similar skill and profile as *** ***’s favorite therapistWe have offered previously, and again today, to assist in finding a suitable therapist that would be able to address his therapeutic needs.Thank youTanya V***
We have reviewed the incident and feel the demand of the client to have payments to services she has received fully refunded is unreasonable: a) She experienced a satisfactory massage and facial service on separate occasions. She confirmed this to the staff herself and gave both the therapist and esthetician very good tip. For both occasions, the therapists and estheticians have been given their commissionsb) The transactional error, ie ., the tip charged to her gift card, has been corrected. The amount has been refunded to her gift card. Further we, are open to her request to transfer this amount to her debit card instead, but we are still awaiting her debit card information.c) Lastly she claimed we double charged her on the tip, and that this was also charged to her debit card. We checked our merchant processing data and did not find this transaction. We requested client to provide proof that there was a charge, in case there were errors in our system, but have not received any update. If her bank statement confirmed there is double charging, we will be happy to refund this as well.d) Client was not open to any service concessions at our clinic and she firmly stated she does not want to receive any service from our clinic again.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please...
contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] This complaint has been resolved by the business. Please withdraw complaint [redacted]. Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Customer did not authorize use of the gift card to include tip. The tip was deducted from gift card. Gift card does not have paperwork to show this transaction so there is no "proof" of the transaction. It was employee error that lead to customer having to pay out-of-pocket for the second service since there was less value on the gift card than expected. Customer wishes refund of both transactions.
Regards,
[redacted]
Revdex.com:No where on the picture of this card does it say you HAVE to have a credit card to make an appointment.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The client had placed complaints all over social media and also with our internal feedback mechanism. There was a processing error which was refunded to her gift card soon after the complaint was lodged. Client wanted her refund to a credit card instead as she claimed not to want our services...
in the future. We were willing to do this despite being against policy of refunding using same mode of payment however she refused to provide a card number and has been verbally abusive to our staff and owner about the situation. Separately she claims to be double charged in her debit card but our records are not showing this nor has she provided any proof that would help us refund her. Essentially she wanted to be refunded for a service she praised and tipped well for but we are only open to refunding transaction errors but she has so far refused to provide documentation and is verbally abusive to our staff and has been writing threatening emails. We believe we have gone over and above in trying to fix our errors but we cannot fully do this unless she provides important information like card numbers to refund to ( we do not have it on our system consistent with secure business practices) and proof of duplicate charging. So we are still waiting.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I was told when I signed up I could cancel at any time. Not 6 months I am a homosexual and I do not like for other people to touch my body unless I feel comfortable shoving me around going to therapist to therapist is not a good business practice. I was lied to and manipulated into signing this contract. I only went to that therapist because of the fact that I feel comfortable for him to touch my body. Therapists are not like cars you can just try one till you find one. I was lied about the contract and lied to about the therapist this company is devious and dishonest.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please...
contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] Revdex.com spoke with consumer on 3-31-16 and consumer indicated that complaint was resolved with the business about a week and half ago.
We are unfortunately not able to refund the gift card value to the client. In order to use the gift card without reserving in advance, client can walk in for a same day appointment (weekdays and in particular Tuesdays and Wednesdays would offer...
best chances of having slots open for walk ins), OR reserve in person and pay in advance with the gift card.We would like our client to understand that requiring credit card confirmations is a standard practice in our industry. We have a very high demand for our services and missed appointments that are not guaranteed represent a significant loss of income for our therapists. Our credit card processes are very secure and have the highest level of fraud or identity theft protection. Gift cards, however do not have that same level of protection so we are only able to use it as a form of payment when the card is physically presented.We look forward to being able to serve the client in the near future. Thank you