Massage Envy #1051

Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ Contact Name and Title: [redacted] , Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @massageenvy.com I'm the owner and contacted this client personally to settle the matterWe run a very good business, but our staff made a big mistake with this situationThe truth is, most of our management team was away at our annual conference, and in our absence, the ball was dropped (terribly) on our partI relayed our apologies to Ms [redacted] and set her up for a free 90-minute massage to make up for our error Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) They provided me with a genuine apologyThe owner of the spa called personally timesHe also assured me that this will not happen to further clientsHe offered me a free massage for the added stress

Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title: ***, Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@massageenvy.com
I'm the owner and contacted this client personally to settle the matterWe run a very good business, but our staff
made a big mistake with this situationThe truth is, most of our management team was away at our annual conference, and in our absence, the ball was dropped (terribly) on our partI relayed our apologies to Ms*** and set her up for a free 90-minute massage to make up for our error
Initial Consumer Rebuttal /* (2000, 7, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They provided me with a genuine apologyThe owner of the spa called personally timesHe also assured me that this will not happen to further clientsHe offered me a free massage for the added stress

Ms [redacted] signed a 12 month membership agreement that clearly states she must give written notice to cancel her agreement. All of our memberships operate exactly the same. Ms [redacted] never gave notice she wanted to cancel her membership and so her payment card has continued to be charged monthly, with...

her accruing one pre-paid service hour to use each month for a massage or facial. Instead of providing written notice she wanted to cancel she went to her payment card company and reversed the charges, claiming fraud, which is completely untrue, and also stopped all monthly payments to her card. We attempted to contact her once her card went into suspended status (payments are no longer going through) to rectify the situation but she has not provided a valid card or provided written notice of cancelation. At the present time her account is in suspended status due to both nonpayment of monthly dues and due to the payment card reversal charge until she either provides notice of cancelation or provides a working payment card. I'm disappointed Ms [redacted] chose to reverse the charges by claiming fraud as well as her decision to present her one-sided account of what has transpired. We honor all cancel requests and treat our members with respect, which is why our location does more than a thousand massages and facials each month at this location. [redacted] - franchisee.

Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title: [redacted], Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@massageenvy.com
I'm the owner and contacted this client personally to settle the matter. We run a very good business, but our staff made a...

big mistake with this situation. The truth is, most of our management team was away at our annual conference, and in our absence, the ball was dropped (terribly) on our part. I relayed our apologies to Ms. [redacted] and set her up for a free 90-minute massage to make up for our error.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They provided me with a genuine apology. The owner of the spa called personally 2 times. He also assured me that this will not happen to further clients. He offered me a 90 free massage for the added stress.