Massage Envy - Folsom

We have been back and forth with *** for the past couple of months and I have attached the report of the conversations that we have noted in her account from each conversation we have had with herI have also attached the signed Wellness Program Agreement that we have from her.Although we do not
agree with the story she has submitted- we have decided that in good faith of operating our business in our community, we are going above and beyond to let her out of her agreement earlyI have already spoken to her to let her know of our decision*** signed up for a month membership with us on 3/5/14. She signed a binding agreement acknowledging that she understood that she was authorizing Massage Envy Spa to charge the designated credit card she gave us for $59.99/month every month for monthsAfter the months her account would go on a month to month basis and she would continue being charged until the membership was cancelled by herThe attached agreement goes over all of the terms and conditionsWhen we at Massage Envy sign a guest up for a membership, we read them the agreement and have them initial each paragraph as we goBefore they sign the agreement, we make sure they understand all of the terms and conditions associated with the membershipWe do not offer a month to month membershipAs you can see in the attached report, our first interaction with *** after she signed up for her membership was 4/6/when we called her in regards to her account that was delinquent $from her first paymentShe called back days later and was confused about why her payment didn't processShe said she was going to speak to her husband and call us back.Our next interaction was 5/5/with ***'s husband ***He called to tell us that he did not authorize us charging ***'s membership fees to his credit card and that we need to get a credit card from ***We let him know that *** signed an agreement with us authorizing to charge the card and I sent him a copy of her signed agreement and a Membership Freeze Request Form so that they may put the account on holdThe membership was frozen from 8/5/14-10/5/14.***'s account went delinquent again starting 12/5/Our next interaction with her was 12/6/when we called to bring her account up to dateShe said that she wants to cancel her membership.On 12/13/14 my assistant manager *** called her regarding her request to cancel her membership*** told her that she was sick and she would call her back later in the week.On 12/26/*** tried calling her again regarding her suspended account and cancellation inquiryShe put her on hold, then hung up on her, then forwarded her call when she called backOn 1/10/*** called again since she hadn't called backWhen *** asked if she was ***, she said yes, then when *** said who she was and where she was calling from she said "Oh I'm in a loud area, let me call you right back".On 2/3/*** came into the clinic and wanted to put a stop to the collections statements that were coming to her*** went over her account with her and reminded her that she is delinquent on payments and wouldn't be able to cancel since she is in her initial month termShe told *** that if she needed a medical reason to cancel that she would get itShe also told her that she would be contacting corporate and putting in a complaint about herOn 3/9/I called *** to follow up with herShe had called couple days before saying that she got a doctors note saying she was unable to receive massage services so that she can cancel her accountShe let me know that she had been receiving collections notices and tried to fight me on it and said she cancelled her account months ago, before she broke her armI explained to her that it was not cancelled before because she is still in her initial month termOur conversation went around in circles for a while about her being held to her agreement, bringing in her doctors note to cancel her membership, and needing to update her delinquency with collectionsThe call ended with her saying that she was in her car and did not have her data with her to present a valid argumentI told her I would call her to verify when I had received her doctors noteThe final interaction I had with *** before today was 3/17/*** walked in with her doctors note and collections noticesAs I reviewed her doctors note I noticed that it was not completed and did not say anywhere on it that she was unable to receive massage servicesI let her know that in order to cancel her membership in her initial term, we would need the doctors note to say that she can not receive massage services due to medical conditionsShe then started arguing with me about the doctors noteShe told me that she got the doctors note because of her broken arm and I could see the brace on her arm so I should just accept the note and cancel her accountWhen I would not cancel her account without a sufficient doctors note, she said she was going to go to corporate so she did not have to deal with us "small people"I let her know that once she contacts corporate, they will contact me and I will be calling her to resolve it and tell her the exact same information, but she is more than welcome to contact them if she wants toAt one point in our conversation she even said "it is a personal preference that I do not feel comfortable getting massages with my arm like this", which proves a doctor did not tell her she couldn't receive massages

Membership has been cancelled effective immediately

Review: I cancelled my agreement with this company over a year ago. They do not have my cancellation papers. I am still being charged a monthly fee of $59.

In June 2011 I had significant arthritis symptoms and signed up for a six month commitment. In August 2011 I was diagnosed with drug induced Lupus that caused inflammatory arthritis in my joints and vocal chords. When my six month commitment was over I was still being charged $59 each month so I cancelled my agreement with this company. I have gone in two or three times to try and fix the problem. They encouraged me to use up as many credits as I could in a month and then my membership would be terminated. Unfortunately it doesn't seem my membership was ever terminated. I don't have my paperwork since I purged my home of files I didn't need anymore because I anticipated moving. The employee I talked to this afternoon doesn't have the paperwork either. I am following up with the manager tomorrow morning, but I've gone through this route before and I know they are going to deny my a refund of my money for charges to my credit card I didn't authorize. I am still being charged a monthly fee of $59 for services I didn't authorize or use. American Express has put a four year block on my card and will decline any future charges Massage Envy makes to my account but as the credit card representative was reading the disclosure she stated there may still be ways for the Massage Envy to charge my account against my wishes.Desired Settlement: I am seeking a refund of $59 for each month after the last month the facility was used. As I said before I have used the facilities services after the six month commitment I began in in 2011 because I was under the impression I was using credits accrued and that once the month's membership was over I would lose all credits and my account would be voided.

Review: Massage Envy charged me twice in differing amounts, the second time more than the amount agreed to by contract and refused to discuss the matter.

I signed a contract in March for Massage Envy to take $49.00 from my credit card each month for a credit of one hour long massage per month. In April, the approved $49.00 was taken out of my account on April 12. I received multiple calls from [redacted] ([redacted]) whom I later found out was the manager stating that the charge was not made and that I still owed them money. I contacted my bank and informed her that their records did not agree with her statement. She told me that they would just charge another $59.00 and I could get the money back later if it had already come out. I objected to this and told her I would bring in the proof from my bank that payment had been given. I obtained the necessary paperwork to show them that the charge was made and, before I could take it in to their office, a second charge of $59.00 was made on my credit card on April 18, 2013. On April 19, I attempted to call and was told that [redacted] or [redacted] would be with me after the receptionist took my name. I waited on hold only to have someone hang up the phone. I immediately called back thinking the phone had been disconnected and was informed that [redacted] had just stepped out, she would return my call later. I left my name and number but have not received a call back. I contacted my bank and they destroyed the credit card and issued another one (their standard practice when unapproved transactions occur).Desired Settlement: I would like a full refund of the $108 that was removed from my bank account, by check, and release from the contract as they violated the terms of the contract by taking more than the agreed upon amount.

Review: 3/5/14 signed up for a month to month basis membership at Massage Envy. 3/6/14 called Massage Envy to cancel membership. Was denied request ...told I was locked into a 12 month contract. Did not use membership and continued to pay dues7/15/14 requested to cancel membership not being used . Was told my only option was to put membership freeze.Dec 2015 broke wrist was given doctors note to excuse me from activities that could disrupt the healing while in full length cast. Not able to receive massage . Submitted note to Massage Envy and request to cancel membership was still again denied. January 2015 received statement from Massage Envy requesting payment of past due amount of $59.99Feb 2015 received Transmittal from collection agency requesting payment $ 179.97March 2015 received collection agency request payment of $239.98I was medically excused from and submitted documentation to Massage Envy prior to being submitted to collection agency. I feel they ignored my request to cancel from the beginning of the contract back in March 2015 and they ignored my medical excused documentation. I left numerous messages at the branch in Folsom yet never received call back. I feel I was harassed into a long turn 12 month contract that was initially proposed as a month to month with the ability to get out at any chosen time if chose to do so. I am now being inundated weekly by statements from various collection agency's asking for more money per new statement received. This contract/membership was presented to me under false representation and then ignored and denied cancellation of services even with doctors note.Desired Settlement: I would like my requested cancelation of the services/membership/contract to be honored as per requested and not be held liable for fees/ dues/charges that accrued after the initial request to cancel was submitted and documented back in July 2015

Business

Response:

We have been back and forth with [redacted] for the past couple of months and I have attached the report of the conversations that we have noted in her account from each conversation we have had with her. I have also attached the signed Wellness Program Agreement that we have from her.Although we do not agree with the story she has submitted- we have decided that in good faith of operating our business in our community, we are going above and beyond to let her out of her agreement early. I have already spoken to her to let her know of our decision. [redacted] signed up for a 12 month membership with us on 3/5/14. She signed a binding agreement acknowledging that she understood that she was authorizing Massage Envy Spa to charge the designated credit card she gave us for $59.99/month every month for 12 months. After the 12 months her account would go on a month to month basis and she would continue being charged until the membership was cancelled by her. The attached agreement goes over all of the terms and conditions. When we at Massage Envy sign a guest up for a membership, we read them the agreement and have them initial each paragraph as we go. Before they sign the agreement, we make sure they understand all of the terms and conditions associated with the membership. We do not offer a month to month membership. As you can see in the attached report, our first interaction with [redacted] after she signed up for her membership was 4/6/14 when we called her in regards to her account that was delinquent $59.99 from her first payment. She called back 2 days later and was confused about why her payment didn't process. She said she was going to speak to her husband and call us back.Our next interaction was 5/5/14 with [redacted]'s husband [redacted]. He called to tell us that he did not authorize us charging [redacted]'s membership fees to his credit card and that we need to get a credit card from [redacted]. We let him know that [redacted] signed an agreement with us authorizing to charge the card and I sent him a copy of her signed agreement and a Membership Freeze Request Form so that they may put the account on hold. The membership was frozen from 8/5/14-10/5/14.[redacted]'s account went delinquent again starting 12/5/14. Our next interaction with her was 12/6/14 when we called to bring her account up to date. She said that she wants to cancel her membership.On 12/13/14 my assistant manager [redacted] called her regarding her request to cancel her membership. [redacted] told her that she was sick and she would call her back later in the week.On 12/26/14 [redacted] tried calling her again regarding her suspended account and cancellation inquiry. She put her on hold, then hung up on her, then forwarded her call when she called back. On 1/10/15 [redacted] called again since she hadn't called back. When [redacted] asked if she was [redacted], she said yes, then when [redacted] said who she was and where she was calling from she said "Oh I'm in a loud area, let me call you right back".On 2/3/15 [redacted] came into the clinic and wanted to put a stop to the collections statements that were coming to her. [redacted] went over her account with her and reminded her that she is delinquent on payments and wouldn't be able to cancel since she is in her initial 12 month term. She told [redacted] that if she needed a medical reason to cancel that she would get it. She also told her that she would be contacting corporate and putting in a complaint about her. On 3/9/15 I called [redacted] to follow up with her. She had called couple days before saying that she got a doctors note saying she was unable to receive massage services so that she can cancel her account. She let me know that she had been receiving collections notices and tried to fight me on it and said she cancelled her account months ago, before she broke her arm. I explained to her that it was not cancelled before because she is still in her initial 12 month term. Our conversation went around in circles for a while about her being held to her agreement, bringing in her doctors note to cancel her membership, and needing to update her delinquency with collections. The call ended with her saying that she was in her car and did not have her data with her to present a valid argument. I told her I would call her to verify when I had received her doctors note. The final interaction I had with [redacted] before today was 3/17/15. [redacted] walked in with her doctors note and collections notices. As I reviewed her doctors note I noticed that it was not completed and did not say anywhere on it that she was unable to receive massage services. I let her know that in order to cancel her membership in her initial term, we would need the doctors note to say that she can not receive massage services due to medical conditions. She then started arguing with me about the doctors note. She told me that she got the doctors note because of her broken arm and I could see the brace on her arm so I should just accept the note and cancel her account. When I would not cancel her account without a sufficient doctors note, she said she was going to go to corporate so she did not have to deal with us "small people". I let her know that once she contacts corporate, they will contact me and I will be calling her to resolve it and tell her the exact same information, but she is more than welcome to contact them if she wants to. At one point in our conversation she even said "it is a personal preference that I do not feel comfortable getting massages with my arm like this", which proves a doctor did not tell her she couldn't receive massages.

Review: In June, I cancelled my membership within the prescribed time, completing the cancellation paperwork and emailing a signed copy to [redacted] the store manager. [redacted] acknowledged receipt and that my contract was cancelled. On July 10, 2015, another payment was withdrawn from my bank account. I contacted [redacted] and she said she would get me a refund, but that it would take a while because they had to wait until my payment cleared. I have contacted [redacted] twice since then since I still do not have my refund. It has been over a month. It does not take that long for a payment to clear.Desired Settlement: The $59.99 put back into my bank account and gift certificate for my trouble.