Elements Massage

I also called [redacted] , as she requested in her claimI left her a message to call me if she wanted to speak further

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

[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.] 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 under the circumstancesElements massage doesn't seem to want to take blame for what happened and they will continue to try and cover themselves that they didn't charge my card fraudulentlyI would certainly like to make it known to the public that they didn't contact me prior to charging my cardYes they stated I needed to pay for services rendered and I was told by the receptionist that the manager would call me to discuss but nobody EVER contacted before charging my card like they are claimingIt was Elements error that they took my massage on my account to pay for my Dad's sessionMy Dad NEVER authorized that so therefore, they were trying to get more money out of me since I cancelled my accountFacebook has many similar complaints against them under reviews and although they are showing a B+ rating on Revdex.com, they certainly don't deserve thatI am just happy to be done with this company and I will let everybody I know to never visit this companyI just hope people I don't know take the time to read reviews before hand so they do not get in the same boat like my Dad and I were Regards, Holly ***

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Our program is $a month and that includes a one hour sessionThe regular rate is $89, it is a $savings each month This is a comment from the front desk associate who [redacted] spoke with: [redacted] called in on wondering why he doesn't have a session on his account anymoreI explained to him in detail the cancellation policy and he was very upset and proceeded swearing at me "we F*ed him out of $and he wants his money back!" I offered to put him into the operation managers(OM) voice mail and he declinedHe said he would be here on Monday morning to speak to her in personI did apologize for the confusion if there was any on our part and told him to have a good weekend and I hoped the OM would be able to provide more clarity for him on Monday [redacted] never came in to discuss this with the operations manager nor did he try and callWe are very understanding in these situations and would have made it right without having him go to the Revdex.comI have attached a copy of the termination form that [redacted] filled out and signed

[redacted] ,Thank you for contacting usWe have looked at your account and did see that [redacted] had placed a suspension on the account during January, February, and March of as well as for May, June, and July of in which months you were not charged for your monthly sessionOn July 5th, [redacted] called our studio to cancel the account and we did so at her requestAt the time of cancellation we waived the final payment and she agreed to forfeit the remaining sessions on her account because of this We apologize for the mis communication and refunded your card for the forfeited sessions

From: Renee S*** Date: Tue, Jul 21, at 2:PMSubject: Re: *** *** Complaint (***)To: *** *** Hi ***,Below is my response:Mr*** asked us to contact him, which we have done multiple times and have not had a response from him in
return.*** does not allow us to hold the coupon (or one of the massages) to secure the appointment; they require us to apply our standard cancellation policy to all customers (which requires a credit card to hold the appointment) Secondly, we have no policies or practices that discriminate against ***-holding customers Available appointments change constantly, with customers calling and rescheduling based on their schedules thxRenee

I received a letter in the mail today regarding a complaint you received from a customer. Please let this email serve as a response to the complaint.All new clients are advised to arrive minutes before their appointment time to fill out paperwork, and they are informed of this at the time
the appointment is made as well as when the appointment is confirmed (two days prior to the appointment). We ask this of new clients because it does take some time to fill out the initial paperwork, and we want to be able to provide the full session length.It is our studio policy that if a client arrives late, we will make every effort to accommodate the full session length; however, we cannot guarantee we will always be able to do so. In circumstances where the client is late, we will advise the client that their session will be cut short unless we are able to accommodate the entire session length that particular day (i.eno other clients are scheduled immediately after). In such cases, the client is still expected to pay for the entire session regardless of their tardiness.In this particular situation, the clients were advised to arrive minutes early, but they arrived exactly at the time of the appointment. The front desk staff was helping a client who was there first but promptly provided the paperwork to the clients when she had finished checking out the previous client. Once the paperwork was complete, both clients were both promptly taken back to the treatment rooms and were given as much of their session time as was possible in this circumstance.Although it may appear to these clients that they were shorted in their session lengths, the therapists actually provided the correct amount of time. All session lengths do include time for dressing and consultation. Typically, a therapist will allow about minutes at the beginning and end of the session for this, but it will vary depending upon the needs of the client. After looking into this further, it appears one therapist gave a client extra massage time to help accommodate for the client's lateness even though the therapist wasn't required to, which brought this client's session up to p.m. The other therapist did leave minutes at the end of the session for dressing and consultation per our policy.I do appreciate the feedback this client has provided, and we work very hard to communicate these requirements to clients so they are fully aware when they book the appointment. If you have any further questions, please feel free to reach out to me

I also called ***, as she requested in her claimI left her a message to call me if she wanted to speak further

At Elements Massage, our goal is to provide exceptional customer service for our clients as well as consistency in staffingAlthough we understand Mr***'s concern about his massage therapist leaving Elements, we do our absolute best to retain our employeesOur massage therapists are amazing,
and, unfortunately, on occasion, they may choose to pursue other opportunities or career pathsWhile we know how frustrating this can be for clients, we have many highly skilled therapists on staff, and the departing therapist as well as our front desk staff always take the time to personally recommend another therapist who will meet the client's needs. We did make a few recommendations to Mr***, but he ultimately did decide to terminate his membership. Mr***'s membership requires days' notice to terminate, so his final membership payment was due in November. His member benefits are still available to him, and we would be happy to match him with one of the recommended massage therapists!

May 10, 2017TO: Revdex.comRe: *** *** ***I'd like to take a moment to respond to ***'s ComplaintI will follow up with a phone call to her, as she requested.Everything that *** stated is correct, but I'd like to further explainWe purchased this business (and the Mason location)
on 11/30/We then spent days out of town at Elements Headquaters learning about the business and industryThat was when the initial email went outIt was sent by my GM, who once she realized her mistake, she notified meWe weren't exactly sure how to rectify the situation, other than trying to remove emails from those who requested.In February, we contracted with a company called Fetch Rev to send clients emails about upcoming specials (these email addresses are kept private and not resold)I believe *** contacted me at that point to be removed from the listI was apologetic about the situation and took, what I thought, were the necessary steps to do soBeing a new business owner with a lot to learn, I did not complete the task as I thought I hadSo, *** and *** remained on the email list, in error.Since receiving your concern, I have correctly deleted all contact information from our system, as well as confirmed with FetchRev that they have done the same.I can't adequately express how sorry I am about this situationI honestly thought I had taken care of it when I spoke with ***.I still have plenty to learn about owning and managing a businessAnd unfortunately some of that has come through trial and errorI take full responsibility of this situation and would only offer that this was the result of a lack of understanding of our software system, and not at all intentional.Please contact me with any questionsKelley Day Studio Owner Elements Anderson & Mason [email protected] Owner's Entity NameAn independently owned and operated franchise of Elements Therapeutic Massage, Inc.Anderson Mason elements massage

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI feel that no other action is required and that this matter is now closed
Sincerely,
*** ***

We have resolved this with the customer and have refunded the $late fee

I first want to thank Ms*** for raising her concerns. We greatly appreciate all client feedback, and the only way we can improve our customer service is when we receive constructive feedback. We strive to provide the best experience possible for all clients, and we are very
disappointed to hear that Ms*** had a bad experience with Elements That said, we do want to respond to the specific concerns raised, in particular the scheduling and billing issues. As to the scheduling concerns, it appears Ms*** was unfortunately a client who we had to reschedule due to massage therapist illnesses and personal emergencies. On occasion, massage therapists do call off shifts, and while we do what we can to provide another massage therapist who can fit the client's needs, the schedule does not always permit. In such circumstances, we do try to make it right with our clients. We definitely appreciate the frustration and inconvenience this may have caused, and sincerely apologize.As for the billing issue, this is a bit of a unique situation. Both Ms*** and her father had individual memberships but were also signed up as associates on each other's accounts, which means they can each use sessions on each other's accounts. Clients who wish to have an associate on their account are required to indicate this in writing - Elements Massage does not allow someone to use another client's sessions without express written authorization from the primary member. Many clients find this benefit very convenient, but it has apparently caused some confusion in this situation. In this case, Ms***'s father used a session on her account as her associate. Ms*** then came in for a massage assuming she still had a session available on account, but it had already been used by her father, so she was asked for payment for the service she received. After providing clarification on how the session was used, payment was made for the service received. Elements Massage has not charged Ms*** for any services that were not rendered or were not authorized. We have spoken to Ms*** and her father, and to the best of our knowledge, the confusion related to their associate statuses has been clarified and there are no further issues that need to be resolved.Thanks,

From: Renee S*** Date: Tue, Jul 21, at 2:PMSubject: Re: *** *** Complaint (***)To: *** *** Hi ***,Below is my response:Mr*** asked us to contact him, which we have done multiple times and have not
had a response from him in return.*** does not allow us to hold the coupon (or one of the massages) to secure the appointment; they require us to apply our standard cancellation policy to all customers (which requires a credit card to hold the appointment) Secondly, we have no policies or practices that discriminate against ***-holding customers Available appointments change constantly, with customers calling and rescheduling based on their schedules thxRenee

Please let Mr*** know that we immediately contacted our corporate office and our credit card processer to find out why his card was billed in error. Both our corporate office and our credit card processer have researched the issue and found the glitch in our billing system that caused
the error. We sincerely apologize to Mr*** for this error and we immediately refunded his card. We hope to earn back his business

Complaint: [redacted]
I am rejecting this response because: The business refunded the money to my account only after notification of the inappropriate withdraws which occurred on three separate instances resulting in five charges - the last episode the business made three charges occurring in one day. The business leadership apologized each time and stated that the inappropriate charges would not occur again and would remove my billing information.  They extended a Year Membership however that would entail the business having my billing information and making mistakes again. The last inappropriate withdraw by the business left my account short for other debts.   I have officially declined within an email to which they acknowledged my refusal to accept the membership.  They had three chances - or in this case strikes.  I will not patronize this business again.
Sincerely,
[redacted]

Complaint: [redacted] Thank you for getting involved with this.This business has now refunded us our money.However, their responseis incorrect. There was no miscommunication, they out and out lied and you need to be aware of this since we are unlikely to be the only ones this has happened to. Thanks again.This complaint can now be closed.
Sincerely,
[redacted]

[redacted], thank you for your response. We are confident that our automated billing system - mindbodyonline - has identified the source of the problem and we apologize that this issue was not rectified at the outset. This is an isolated case; the erroneous billing events have not occurred at any other time at our studio with any other customers and according to mindbodyonline - this issue has not occurred at any other studio. To be clear - the referenced billing events were not initiated by any employees - but was a function of the automated billing system.  These events were a challenge to diagnose but it is nevertheless disappointing that we were unable to address the problem initially. If you incurred charges as a result of insufficient funds caused by our billing error, please let us know and we will reimburse you for those charges.

[redacted],Thank you for contacting us. We have looked at your account and did see that [redacted] had placed a suspension on the account during January, February, and March of 2017 as well as for May, June, and July of 2017 in which months you were not charged for your monthly session. On...

July 5th, [redacted] called our studio to cancel the account and we did so at her request. At the time of cancellation we waived the final payment and she agreed to forfeit the remaining sessions on her account because of this.  We apologize for the mis communication and refunded your card for the forfeited sessions.

[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.]
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 under the circumstances. Elements massage doesn't seem to want to take blame for what happened and they will continue to try and cover themselves that they didn't charge my card fraudulently. I would certainly like to make it known to the public that they didn't contact me prior to charging my card. Yes they stated I needed to pay for services rendered and I was told by the receptionist that the manager would call me to discuss but nobody EVER contacted before charging my card like they are claiming. It was Elements error that they took my massage on my account to pay for my Dad's session. My Dad NEVER authorized that so therefore, they were trying to get more money out of me since I cancelled my account. Facebook has many similar complaints against them under reviews and although they are showing a B+ rating on Revdex.com, they certainly don't deserve that. I am just happy to be done with this company and I will let everybody I know to never visit this company. I just hope people I don't know take the time to read reviews before hand so they do not get in the same boat like my Dad and I were. 
Regards,
Holly [redacted]