Massage Envy Cranston

*** came in for her first service on 11/9/and had a one hour massageFollowing her service, she decided to become a member of the month wellness program. NOTE: To become a member the new guest signs an agreement which is thoroughly reviewed. The following week, on
11/16/(Monday), *** came in for another one hour service and after her session she mentioned that she did not want to be a part of the program any longerShe worked with *** who encouraged her to take part in the gift card promotion that was being offered 11/16-12/*** purchased a gift card for $and also received a free one hour service voucher which she decided to redeem that dayOn 1/4/16, *** called the clinic due to a charge of $on her card from 11/9/She states she was under the impression that she would not be paying for her service that dayShe admitted she may have been confused because she was very ill the day of her first appointmentShe requests that the $be refunded and that we utilize a service from the three months she paid for with the $gift card***, the Wellness Consultant who took the phone call, explained to her that we would not refund the charge because she would have had to have those services available on the day of her first appointment, 11/They were not available until 11/so we could not use them to cover her appointment on 11/***, being unsatisfied with that response, came to clinic on 1/5/to speak with the manager***, assistant general manager, confirmed the time line of purchases and explained the way that signing up for a membership worksThe enrollment fee was waived and the first payment pushed out one month but any services rendered are still required to be paid for*** also explained that because the services were not available until 11/16, we cannot refund the charge for a service rendered on 11/*** demanded the refund*** continued to explain that the refund could not be paid but she can still use her remaining services at all of our locations*** demanded the number for the franchise support center and *** referred *** to massageenvy.com's "contact us" link*** said that she would contact corporate and use her services at the Lincoln, RI locationShe then left the clinicManagement compromised and reduced ***’s month membership down to a month membership as a compromise plus she was able to take advantage of the free massage promo

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

I have spoken with Ms*** regarding her concern of not being able to use her gift card from Massage EnvyI did offer to book her an appointment on several occasions during our conversation, which she refused, and also let her know other ways to use the gift card(retail, gifting to others,
gift card can be used at any Massage Envy, etc)Ms*** declined all options and solutions I presentedMassage Envy does not issue refunds on gift cards and the gift card value will never expireMs*** has also never received a service at Massage Envy Cranston so I am at a loss as to why she is requesting a refund, since I have offered to make her an appointmentMs*** is welcome to use the gift card whenever she would like Please let me know if there is anything else I can help you with *** ***Area ManagerCranston, East Greenwich, Lincoln, Providence

We continue to offer the client the option of booking an appointment, using the gift card for retail, or re-gifting. The gift card value will never expire and we look forward to servicing the client.