Laguna Gateway Massage Envy

I, [redacted] (Regional Manager), would like to resolve this matter and discuss the terms of the resolution directly with consumerPlease have [redacted] contact me directly at [redacted] with the telephone number I can best reach herUpon receiving her email, I will contact her immediatelyThank you

I had spoken with [redacted] after her membership had cancelled out towards the end of March/beginning of April and she had asked for an extension of her membership benefitsI had explained that the membership had already cancelled out and I was unable to extend the membership benefitsI explained to [redacted] that she did have two remaining credits that became inactive when the membership cancelledShe understood that and never asked about a refundI did inform her that when she was healthy again and able to receive massage she could come back in and reactivate her membership and the two unused credits would reactivate as wellShe agreed and understood to that and let me know as soon as she would be feeling better and could afford it again she would be back inThat is how the conversation ended the last time we spoke.I do have a copy of the cancellation form she had submitted with her electronic signature as she sent it to me through emailAfter receiving the email I spoke with [redacted] confirming I received the cancellation and her final dates to use her remaining creditsI have not received an email from her in regards to any further questions about her accountThank you, [redacted]

I am rejecting this response because: When I cancelled I had remaining appointments scheduled, [redacted] and I played phone tag so I was not informed of me not being able to use appointments after the cancellation I went to my 1st appointment and found at that time, it had been cancelled and no one could tell me why I asked that she call me and when she did I found out it was her that cancelled it with no communication to the staff nor myself and that I could come in however now they would charge me $instead of the $that they already took out twice from my bank After we spoke on the phone I wrote her emails explaining I wanted a check now (for product not received) so that I could use my money to pay towards some of my many cancer bills However, I didn't get a call or return email Just bad management......so I do want my money ASAP I have fought and won a year battle with cancer and now this? They have money that they didn't earn, I'm not here giving hand outsPlease do the right thing [redacted] , you know and I know what that is......don't give the company a bad name I did my part so be a good business person and do yours Your can't have money for nothing[redacted]

Client concern has been resolved with client directlyThank you for your time

I had spoken with *** *** after her membership had cancelled out towards the end of March/beginning of April and she had asked for an extension of her membership benefitsI had explained that the membership had already cancelled out and I was unable to extend the membership benefitsI
explained to *** that she did have two remaining credits that became inactive when the membership cancelledShe understood that and never asked about a refundI did inform her that when she was healthy again and able to receive massage she could come back in and reactivate her membership and the two unused credits would reactivate as wellShe agreed and understood to that and let me know as soon as she would be feeling better and could afford it again she would be back inThat is how the conversation ended the last time we spoke.I do have a copy of the cancellation form she had submitted with her electronic signature as she sent it to me through emailAfter receiving the email I spoke with *** confirming I received the cancellation and her final dates to use her remaining creditsI have not received an email from her in regards to any further questions about her accountThank you, *** ***

Revdex.com:
I have heard from the Regional Manager and I will pick my check up in the morning!!!!
Thanks for all your help!
***

I am rejecting this response because:  When I cancelled I had 2 remaining appointments scheduled, [redacted] and I played phone tag so I was not informed of me not being able to use appointments after the cancellation.  I went to my 1st appointment and found at that time, it had been cancelled and no one could tell me why.  I asked that she call me and when she did I found out it was her that cancelled it with no communication to the staff nor myself and that I  could come in however now they would charge me $99 instead of the $60 that they already took out twice from my bank.  After we spoke on the phone I wrote her 2 emails explaining I wanted a check now (for product not received) so that I could use my money to pay towards some of my many cancer bills.  However, I didn't get a call or return email.  Just bad management......so I do want my money ASAP.  I have fought and won a 2 year battle with cancer and now this? They have money that they didn't earn, I'm not here giving hand outs. Please do the right thing [redacted], you know and I know what that is......don't give the  company a bad name.  I did my part so be a good business person and do yours.  Your can't have money for nothing.[redacted]

Revdex.com:
I have heard from the Regional Manager and I will pick my check up in the morning!!!!Thanks for all your help![redacted]

I, [redacted] (Regional Manager), would like to resolve this matter and discuss the terms of the resolution directly with consumer. Please have [redacted] contact me directly at [redacted] with the telephone number I can best reach her. Upon receiving her email, I will contact her immediately. Thank you.

I am rejecting this response because:  When I cancelled I had 2 remaining appointments scheduled, [redacted] and I played phone tag so I was not informed of me not being able to use appointments after the cancellation.  I went to my 1st appointment and found at that time, it had been cancelled and no one could tell me why.  I asked that she call me and when she did I found out it was her that cancelled it with no communication to the staff nor myself and that I  could come in however now they would charge me $99 instead of the $60 that they already took out twice from my bank.  After we spoke on the phone I wrote her 2 emails explaining I wanted a check now (for product not received) so that I could use my money to pay towards some of my many cancer bills.  However, I didn't get a call or return email.  Just bad management......so I do want my money ASAP.  I have fought and won a 2 year battle with cancer and now this? They have money that they didn't earn, I'm not here giving hand outs. Please do the right thing [redacted], you know and I know what that is......don't give the  company a bad name.  I did my part so be a good business person and do yours.  Your can't have money for nothing.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I had spoken with [redacted] after her membership had cancelled out towards the end of March/beginning of April and she had asked for an extension of her membership benefits. I had explained that the...

membership had already cancelled out and I was unable to extend the membership benefits. I explained to [redacted] that she did have two remaining credits that became inactive when the membership cancelled. She understood that and never asked about a refund. I did inform her that when she was healthy again and able to receive massage she could come back in and reactivate her membership and the two unused credits would reactivate as well. She agreed and understood to that and let me know as soon as she would be feeling better and could afford it again she would be back in. That is how the conversation ended the last time we spoke.I do have a copy of the cancellation form she had submitted with her electronic signature as she sent it to me through email. After receiving the email I spoke with [redacted] confirming I received the cancellation and her final dates to use her remaining credits. I have not received an email from her in regards to any further questions about her account. Thank you, [redacted]

Review: I called and cancelled my Massage Envy membership in September 2014 (mid-Month) and told them they no longer were authorized to use my credit cards on file. Since September 30, 2014 they have been charging my card; I telephoned again and was told "we have no record," and "you cannot cancel except by filling out a form." I again reiterated that I was NOT authorizing my cards to be charged. The response is "we can still charge you." I requested a refund of the amounts charged since September 30, 2014, to which they just laughed and said no.This practice is unethical and likely illegal. Telling me I cannot stop my service and charging my credit cards even when I have twice told them they were not authorized to use the card.Desired Settlement: Cancel my membership, and refund the money that was charged beginning September 30, 2014.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Business

Response:

Client concern has been resolved with client directly. Thank you for your time.

Review: I have cancelled my membership with this company, since I've been battling cancer for the last 2 years and now have to take care of many medical bills....I already had 2 payments taken out before I cancelled and have requested by email twice already. Have not gotten a call back nor an email.....no check has came for me through the mail either. Can you help me with this? I know a few people who have had problems with their unprofessional business practices with ending memberships. I am on Social Security Disability & get a small income from my late husband (a fixed income)& have explained all this to the Manager there but nothing seems to matter.

Sincerely,

[redacted]Desired Settlement: I just want my 2 payments of $59.99 immediately

Business

Response:

I had spoken with [redacted] after her membership had cancelled out towards the end of March/beginning of April and she had asked for an extension of her membership benefits. I had explained that the membership had already cancelled out and I was unable to extend the membership benefits. I explained to [redacted] that she did have two remaining credits that became inactive when the membership cancelled. She understood that and never asked about a refund. I did inform her that when she was healthy again and able to receive massage she could come back in and reactivate her membership and the two unused credits would reactivate as well. She agreed and understood to that and let me know as soon as she would be feeling better and could afford it again she would be back in. That is how the conversation ended the last time we spoke.I do have a copy of the cancellation form she had submitted with her electronic signature as she sent it to me through email. After receiving the email I spoke with [redacted] confirming I received the cancellation and her final dates to use her remaining credits. I have not received an email from her in regards to any further questions about her account. Thank you, [redacted]

Consumer

Response:

I am rejecting this response because: When I cancelled I had 2 remaining appointments scheduled, [redacted] and I played phone tag so I was not informed of me not being able to use appointments after the cancellation. I went to my 1st appointment and found at that time, it had been cancelled and no one could tell me why. I asked that she call me and when she did I found out it was her that cancelled it with no communication to the staff nor myself and that I could come in however now they would charge me $99 instead of the $60 that they already took out twice from my bank. After we spoke on the phone I wrote her 2 emails explaining I wanted a check now (for product not received) so that I could use my money to pay towards some of my many cancer bills. However, I didn't get a call or return email. Just bad management......so I do want my money ASAP. I have fought and won a 2 year battle with cancer and now this? They have money that they didn't earn, I'm not here giving hand outs. Please do the right thing [redacted], you know and I know what that is......don't give the company a bad name. I did my part so be a good business person and do yours. Your can't have money for nothing.[redacted]

Business

Response:

I, [redacted] (Regional Manager), would like to resolve this matter and discuss the terms of the resolution directly with consumer. Please have [redacted] contact me directly at [redacted] with the telephone number I can best reach her. Upon receiving her email, I will contact her immediately. Thank you.

Consumer

Response:

I have heard from the Regional Manager and I will pick my check up in the morning!!!!Thanks for all your help![redacted]