Massage Envy #1260

We had spoke to her on the phone around 12:pm today and cancelled her membership and we are allowing her to come in and use her prepaids that she had accrued We received this information after we had already made resolution with her

We have made several attempts to contact the member with no success We would love the opportunity to talk to him and work everything out

Complaint: ***
I am rejecting this response because:My wife is not the one with the complaint so why would she have to say somethingThe response is rude.The phone number I put on this complaint is *** they have not called me and most certainly have not left to voicemails.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have been very patient and called several times for appointments. I was never asked to be put on a standby list, never offered a different day, there was never an ounce of concern for the inconvenience this has caused. I work during the day, so nights and weekends are when I would need appointments. As a business owner, if these slots are filling up this quickly, you should hire more staff or move around schedules. I will not be happy with anything other than a refund- I do not feel that *** cares about her customers nor do I wish to be her customer. This is a matter of principle- and a $gift card to a place that refuses to accommodate me on my schedule simply will not work. I wish to spend that money to get a massage at a business who appreciates my business
Regards,
*** ***

To cancel a membership we have to have it in writing from the client which we had told the client on the phone *** sent the cancellation form to us on 8/23/ We explained to him that it takes days for the cancellation to go through and then at that time he would have days to
use his prepaids During that day period a payment was taken out as part of his membership because his membership was still in term and was not cancelled We explained all of that to him and that he could use those services at any location and he could also transfer the services to someone else It states all this information on the membership agreement that he signed and it also states on the cancellation form that he sent into us how the process works Since that time he has transferred two of his prepaids to his girlfriend to use in Dallas and he has also used the sessions available in the Dallas area We have done everything on our end that it states in the agreement that he signed and also the cancellation form We also allowed him to cancel his membership which we did not have to because per the agreement he signed it states that the only way to cancel your membership is if you move and you are miles away from any Massage Envy or you have a Dr.'s note *** moved to an area that has a Massage Envy within the mile radius but because he was unhappy we went ahead and cancelled his membership The cancellation form is attached with the dates and also the membership agreement that he signed and initialed that we went over each section

The day that I spoke to Mrs. [redacted] and she stated that she could never get in for a appointment we had openings.  I told her that we have openings that day, the next day and the next if she would like me to check to see if there is a time that would work.  She said she did not want to...

come in anymore as she has been trying with no success.  If a client is trying to come in the same day after 5:00 then it is a little more difficult as those times are the most popular.  I suggested to her to book ahead of time to insure that she was able to get the time and day that she was looking for.  We always recommend to everyone that comes in to prebook their appointment because times do fill up.  Our schedule is not completely full everyday and we do have opportunity to come in.  We offer massage, facial, total body stretch, chemical peels and microderm infusion that can all be used with a gift card.  Retail can also be purchased and the gift card can be given to someone else for them to use as well.  We would love to get her in for a service and utilize her gift card.  We also have a pending list that we can put her on that unfortunately my staff did not recommend to her but we usually have cancellations and are able to get people in that are on the list.   Anytime she calls and can not get in she can ask to be put on the pending list. Thank you,[redacted]

We will be refunding the credit card.

We actually haven't spoken to him. We have left 2-3 messages for him to call us about it with no return phone call from him. His wife has been in multiple...

times for service and has not said anything.  We have tried to resolve the issue but it is hard with no return phone calls. He can call and speak to [redacted] at [redacted] to discuss.    Thanks [redacted]

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. Thank you for overseeing my complaint and for giving me a voice as a consumer. Everything that Massage Envy Waco stated was factually accurate, but they fail to address the fact that I had to request for them to cancel my account three separate times and was still billed after I had received confirmation that my subscription was cancelled. I appreciate Massage Envy's willingness to let me use my left over massages even though I am entitled to their use with or without their approval within the 60 day period after my membership was cancelled. 
Regards,
[redacted]

We had spoke to her on the phone around 12:00 pm today and cancelled her membership and we are allowing her to come in and use her prepaids that she had accrued.  We received this information after we had already made resolution with her.

Revdex.com:
I have received a satisfactory...

resolution to my problem from the business. I received the resolution shortly after submitting this claim and before the business even received this claim. The manager was able to resolve this issue once he became available. Thank you to him for his help in resolving this. 
Regards,
[redacted]

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. I want to ensure they will refund both $55 dollar charges and not just one. Thank you
Regards,
[redacted]