Marks Massage Therapy and Pain Management

Hi [redacted] I received a letter in the mail recently about a complaint a customer has filedThe complaint was filed because the customer has requested a refund for their services, however they received a written no refunds policy on their receipt of purchase as well as informed that there are no refunds and no exceptionsBecause of a family emergency I have had to previously reschedule an appointment they had scheduledBecause of this unplanned event and due to the nature of not offering refunds, I immediately offered an extra session for no cost because of the inconvenience of me needing to reschedule their appointmentI have this no refunds policy for all clients and they are all very much aware of thatI understand that things come up unplanned for clients, and this perticular one has needed to reschedule a previous appointment and I remained very understanding and allowed them to rescheduleBecause this complaint is based off of me needing to reschedule him, I offered an immediate compensation for himI hope this information is what I needed to provide for you and I will contact the number listed as wellThank you so much for your assistanceMarks Massage Therapy and Pain Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThere were three appointments that MrM*** changed This didn't just happen once I never received a receipt, so I was not aware that there was a no refund policy I would like my complaint to be registered so that others may know of my dissatisfaction The professional response would have been to refund my money when the appointments were cancelled MrM*** seems to think that it is fine to change appointments to suit him and that he is being accommodating my allowing the client to reschedule
Regards,
*** ***

Hello,So Mark Massage has called back after a week, he did gave an appointment to me.  Hopefully, the next nine appointments go smoother.  For now, we can close the case.Thanks[redacted]Sent from my iPad

Hi [redacted] I received a letter in the mail recently about a complaint a customer has filed. The complaint was filed because the customer has requested a refund for their services, however they received a written no refunds policy on their receipt of purchase as well as informed that there are no...

refunds and no exceptions. Because of a family emergency I have had to previously reschedule an appointment they had scheduled. Because of this unplanned event and due to the nature of not offering refunds, I immediately offered an extra session for no cost because of the inconvenience of me needing to reschedule their appointment. I have this no refunds policy for all clients and they are all very much aware of that. I understand that things come up unplanned for clients, and this perticular one has needed to reschedule a previous appointment and I remained very understanding and allowed them to reschedule. Because this complaint is based off of me needing to reschedule him, I offered an immediate compensation for him. I hope this information is what I needed to provide for you and I will contact the number listed as well. Thank you so much for your assistance. Marks Massage Therapy and Pain Management

Hi [redacted] I received a letter in the mail recently about a complaint a customer has filed. The complaint was filed because the customer has requested a refund for their services, however they received a...

written no refunds policy on their receipt of purchase as well as informed that there are no refunds and no exceptions. Because of a family emergency I have had to previously reschedule an appointment they had scheduled. Because of this unplanned event and due to the nature of not offering refunds, I immediately offered an extra session for no cost because of the inconvenience of me needing to reschedule their appointment. I have this no refunds policy for all clients and they are all very much aware of that. I understand that things come up unplanned for clients, and this perticular one has needed to reschedule a previous appointment and I remained very understanding and allowed them to reschedule. Because this complaint is based off of me needing to reschedule him, I offered an immediate compensation for him. I hope this information is what I needed to provide for you and I will contact the number listed as well. Thank you so much for your assistance. Marks Massage Therapy and Pain Management

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.There were three appointments that Mr. M[redacted] changed.  This didn't just happen once.  I never received a receipt, so I was not aware that there was a no refund policy.  I would like my complaint to be registered so that others may know of my dissatisfaction.  The professional response would have been to refund my money when the appointments were cancelled.  Mr. M[redacted] seems to think that it is fine to change appointments to suit him and that he is being accommodating my allowing the client to reschedule.  
Regards,
[redacted]

Review: At his original location, I purchased a set #1 of (3) 1-hr. massages for $99.00 via Amazon Local (online).

These were fulfilled at an office he shared with a very reputable & skilled massage woman (A. K[redacted]),

and I purchased set #2 of (3) massages for $99 directly from him via my credit card.

After completing the 1st massage (set #2), my husband scheduled and used the 2nd one. When scheduling

for the 3rd, Steven told us we were mistaken and had used it already. I sent a letter at that time with the correct dates and proof of payment, but he stayed with his story, and I overlooked his billing error since my husband is a large person who could easily require more effort --hence, the cost of 2-massages.

Following that time, in good faith, I purchased set (#3) of 3 massages for $100 by credit card, and

had the 1st & 2nd appointments at a new location. After 6-8 attempts to schedule the 3rd massage, I found

that he has another location, and finally reached him and TWICE set up a date & time for the 3rd massage.

Both were cancelled by his leaving a phone message on our home answering machine. Now he is

unreachable--after pulling the same trick of giving ONLY 2 SERVICES WHEN PAID FOR 3 SERVICES.

This person should be stopped or put out of business.Desired Settlement: Give the 3rd 1-hour massage, (or as I told him on phone-- at least a 30-minute massage), and warn other customers of his deceptive business practices.

Review: On December 1, 2015 I purchased ten 60-minute massage sessions from Mr. Marks for $318 with my VISA card. In March 2016 Mr. Marks transferred seven 90-minute massage sessions to my account that had been purchased by an associate of mine, that Mr. Marks had cancelled on so many times that she no longer wished to continue to schedule with Mr. Marks. At this point (March 2016) I had not been canceled on excessively. I scheduled one of these 90-minute session for May 18, which Mr. Marks cancelled on May 18 within hours of the appointment. He asked if I could come in on "Friday" (May 20). He then cancelled the May 20 appointment with less than 24 hours notice and asked me to come in "Monday" (May 23). He then canceled that appointment with less than 24 hours notice and asked me to come in on "Wednesday". I came in Wednesday, May 25 and he was not there. I called him and he said I had the wrong Wednesday. He had not specified a date, as he had not when he scheduled the other three sessions, so of course that means the nearest Wednesday. I asked him to refund my remaining five 60-minute sessions ($159) and my remaining seven 90-minute sessions ($350). He said he did not give refunds and asked me to come in Wednesday, June 1 for the 90-minute session I had been trying to have. I came in on June 1, and Mr. Marks said that he decided to refund $300 to me for the package I had purchased, but that he would neither refund nor honor the seven sessions I had obtained from my associate. He said that his people would send out the check on June 20, 2016. On June 29 I called Mr. Marks and asked him if the check had been issued. As of today, July 8, 2016, he has neither sent a check or returned my phone call.Desired Settlement: At a minimum I am seeking a refund of $509 for the purchases. An interest payment on this involuntary loan and compensation for blocking out 90 minutes of my day five times should be considered.

Review: My husband and had a good massage by marks massage and pain management, so we bought 10 more sessions. At the time of purchase, Mark has never said about no refund, but on the receipt emailed it said no refund. Anyway, three months have passed and I called to schedule appointment, left a message but he didn't call back. Over a period of a week, I try calling 2 more times, left messages both times but no return call. If this person has a business he should call back and honor these prepaid purchases, otherwise I want my money back. Cost$530, please help me to obtain refund.Desired Settlement: Please return my money. Not reliable

Consumer

Response:

Hello,So Mark Massage has called back after a week, he did gave an appointment to me. Hopefully, the next nine appointments go smoother. For now, we can close the case.Thanks[redacted]Sent from my iPad

Review: Mr. M[redacted] has repeatedly cancelled appointments due to personal reasons that were scheduled far in advance. His reasons include: my car has to be serviced, my wife is in the hospital, I am now teaching on Mondays, I didn't realize we wouldn't be back from Hawaii.Mr. M[redacted] claims that his receipts state there are no refunds. I have never received a receipt. My scheduled appointments have been cancelled too many times.Desired Settlement: Since so many appointments have been cancelled for personal reasons, I would like a full refund in the amount of $180.00

Business

Response:

Hi [redacted] I received a letter in the mail recently about a complaint a customer has filed. The complaint was filed because the customer has requested a refund for their services, however they received a written no refunds policy on their receipt of purchase as well as informed that there are no refunds and no exceptions. Because of a family emergency I have had to previously reschedule an appointment they had scheduled. Because of this unplanned event and due to the nature of not offering refunds, I immediately offered an extra session for no cost because of the inconvenience of me needing to reschedule their appointment. I have this no refunds policy for all clients and they are all very much aware of that. I understand that things come up unplanned for clients, and this perticular one has needed to reschedule a previous appointment and I remained very understanding and allowed them to reschedule. Because this complaint is based off of me needing to reschedule him, I offered an immediate compensation for him. I hope this information is what I needed to provide for you and I will contact the number listed as well. Thank you so much for your assistance. Marks Massage Therapy and Pain Management