Massage Envy #0755

Good Afternoon, This letter is in response to the complaintThe client, [redacted] , had called to book an appointment on Monday 2/24/for a service on 2/25/The client's account was (and is) suspended which means that he is not an active memberInactive membership is a circumstance of a client not being current in their paymentsThis usually occurs because of an expired credit card or lack of funds in their accountThe attached form, the membership agreement, details this policyPlease see the second initial where it states "you have the entire initial and renewed term of the membership agreement to use all membership massagesYou may continue to redeem your membership massages as long as your membership is in effect and is currentUpon termination or cancellation of your membership, all unredeemed membership massages will expire"This was initialed by [redacted] If the client, [redacted] , would like to clear his suspension we would be more than happy to render service Thank you Sincerely, [redacted] [redacted] ***

Thank you for reaching out to us regarding this concernI do see on your initial visit to Massage Envy Milford on 12/21/that you received a one hour massage session with an enhancement, totaling $65.00, and you did enroll in our month membership to which no membership dues were due on that
daySince the initial date of enrollment, only three monthly dues payments of $each have been processedUpon joining the membership, we do have an agreement form that we go over each point with the client, and they mark their initials of understandingThe immediate cancellation period of the membership is within three business days of joining the membership, per the agreementWithin the initial term of months if you have a medical issue or move 25+ miles away from a Massage Envy location we are able to discontinue the membership with proof such as a doctor's note that you can no longer receive services or proof of change of addressThe six months you are referring to is our freeze optionDuring your membership if you find that you are unable to come in due to a short term medical problem, if you are out of the area, or financially need to pause, we put your account payments and services available on a hold for up to six monthsAfter that period of six months, the remaining payments of the initial term of months do continue until completeI am unable to return funds for the services that are already paid, but I will agree to discontinue the membership and not attempt to collect the remaining nine months of the agreed upon termWith any cancellation, you have sixty days from the cancellation effective date to use your accrued but unused servicesSixty days would expire as of 1/09/2018, and your remaining services will expire on that dateIf you wish to not use the services yourself, you are able to transfer a service to a friend or family member once per month, and to the same person once every six months, with a $transfer fee

Good Afternoon,
This letter is in response to the complaint. The client, [redacted], had called to book an appointment on Monday 2/24/14 for a service on 2/25/14. The client's account was (and is) suspended which means that he is not an active member. Inactive membership is a...

circumstance of a client not being current in their payments. This usually occurs because of an expired credit card or lack of funds in their account. The attached form, the membership agreement, details this policy. Please see the second initial where it states "you have the entire initial and renewed term of the membership agreement to use all membership massages. You may continue to redeem your membership massages as long as your membership is in effect and is current. Upon termination or cancellation of your membership, all unredeemed membership massages will expire". This was initialed by [redacted].
If the client, [redacted], would like to clear his suspension we would be more than happy to render service.
Thank you.
Sincerely,
[redacted]
 
[redacted]
[redacted]
[redacted]

Review: I tried to schedule and appointment for a massage for myself and my wife today 2/24/2014. I was told that my account was suspended due to my credit card payment not going through on the 21 of this month. I explained the reason for this was due to my lost card. I will be receiving a new card in a few days from the card company. I asked to use one of our massages that are in the bank ( already paid for). I was told I could not do this, due to my account being suspended.I tried to reason with the supervisor as I have paid for them.I feel that I should be able to access my paid for massages.Desired Settlement: I want to access the massages I have paid for now.

Business

Response:

Good Afternoon,

This letter is in response to the complaint. The client, [redacted], had called to book an appointment on Monday 2/24/14 for a service on 2/25/14. The client's account was (and is) suspended which means that he is not an active member. Inactive membership is a circumstance of a client not being current in their payments. This usually occurs because of an expired credit card or lack of funds in their account. The attached form, the membership agreement, details this policy. Please see the second initial where it states "you have the entire initial and renewed term of the membership agreement to use all membership massages. You may continue to redeem your membership massages as long as your membership is in effect and is current. Upon termination or cancellation of your membership, all unredeemed membership massages will expire". This was initialed by [redacted].

If the client, [redacted], would like to clear his suspension we would be more than happy to render service.

Thank you.

Sincerely,