Massage Envy - Grove City

Ms [redacted] I have attached a copy of the Terms & Conditions of the Wellness Membership Agreement that you received at the inception of your membership with Massage Envy Grove City I have also copied Ms [redacted] (and/or [redacted] [redacted] ) of The Revdex.com, per your Revdex.com Complaint ID [redacted] I have highlighted the sections that pertain to the issues currently in questionPer Section of the Terms & Conditions: Inappropriate or illegal behavior will not be tolerated in any manner Also: We have the right to refuse or discontinue service at any time for any reason We deemed your behavior on inappropriate Per your email on ("in light of this experience, I do not feel comfortable continuing to offer my patronage to this location or massage envy at all."), and our telephone conversation on where you reiterated that you were not comfortable returning to our location, I made the decision to remove you from our schedule on Throughout the course of your membership, until I processed your cancellation on 5.6.16, we have made a number of exceptions that directly benefit you, not Massage Envy Grove City Transfers- Per Section 1, Your membership services are not transferable to any person or entity Transfers are a benefit of membership, not an entitlement Our transfer procedure is to allow transferred benefit/mo, and to the same person every monthsThere is a $fee associated with each transferWe allowed you the following transfers: - [redacted] - [redacted] (We allowed transfers that month, both to the same person, not months apart, and you were only charged for transfer.) - [redacted] - [redacted] - [redacted] Section addresses the exceptions made in your favor surrounding cancellation All cancellation requests must be submitted in writing and will become effective days from the date the cancellation request was processed Payments due prior to the effective date will be charged as scheduled You may use any accrued membership services for days after your final membership payment has been processed No refunds will be given for any remaining unused sessions Also: You are responsible for any and all membership fees incurred until your membership is cancelled in accordance with the terms of this agreementInstead of Immediately Cancelling your membership and terminating your accrued benefits, charging you for the payment scheduled for 5.21.16, and/or only allowing you days to use your remaining benefits, all of which we still reserve the right to do, I waived the payments scheduled for 5.21.16, and in order to allow you days to use your accrued benefits before they expire with your membership Our Cancellation Agreement for scheduled appointments is addressed in Section of the signed agreement that was provided to you on when you signed up for your membership, and again on at the point that our front desk associate had exhausted all of her options while trying to assist you, and you were provided with my contact information The Cancellation Agreement is as follows: A Same Day appointment cancellation will result in the client paying 50% of the service price if we are unable to rebook that time with another client A No Show will result in the client being charged 100% of the scheduled service priceThe following exceptions were made for you: - We excused a Same Day cancellation at no charge- You called us from your doctor's office minutes before your massage was scheduled to begin, and indicated that your doctor advised against receiving a massage that day We waived the fee again for youMassage Envy Grove City values our Members, Guests, and Employees very much At no point will we allow someone in any of those groups to be rude, abusive, or disrespectful to another person in any of those groups We feel that your behavior, and manner of speaking to Amanda was all of the above That can be verified by multiple witnesses, one of which was the Franchisee of our location, another being a different member who felt the need to comment on your behavior to her therapist, and give Amanda a hug for doing such a good job of maintaining her composure under the circumstances You were not "labeled problematic" as a result of requesting a document Your behavior, and treatment of our employee who made every effort to accommodate you in good faith is what was deemed inappropriateA copy of this email, and a copy of the Terms & Conditions that you requested will be sent to you at via Certified Mail from the USPS: [redacted] *** [redacted] To: The Revdex.com Massage Envy Grove City will not be offering Ms [redacted] any further consideration, as we believe we have already gone above and beyond in our efforts to accommodate her throughout the course of her membership At no point were/are we required to allow her to transfer any of her Wellness Benefits, per the signed contract We have made several exceptions that benefit Ms [redacted] I up to this point, and we will not continue accommodating anyone who mistreats any other person at our location Clarence BC [redacted]

responding to complaint #*** *** ***Attached is the signed copy of ***'s membership agreement which gives us authorization to charge her card on file for services she receives. You'll note it also states that she is able to transfer accumulated benefits to a friend or family
member for a $fee. It is common for members to transfer benefits to non-members because the member rate is less than half the non-member rate. It is the responsibility of the member to keep track of the benefits they have available when scheduling services, although we are always happy to let them know the number of benefits they have available if they ask. To be completely transparent, when she tranfered the one benefit to her husband, she already had the upcoming appointment scheduled, along with a couples massage that day with her husband. So even if she had cancelled the appointment she came in for, she would have still paid member rates for the couples massage she had scheduled. Had we not transferred the benefit as she requested to her husband, he would have been at the non-member rate of $for the massage so again, it was a substantial savings for her to pay the $plus tax to receive her massage, even if you factor in the $transfer fee she paid, she is still saving money

Ms[redacted]'s Membership Wellness Agreement expired on 11.1.15. Per the Terms and Conditions of the Wellness Membership Agreement Ms[redacted] signed with us:
"margin: 0px;"> "You have the entire initial and renewed term of the membership agreement to use all membership servicesYou may continue to redeem your membership services as long as your membership is in effect and current. Upon termination or cancellation of your membership for any reason, all unredeemed membership services will expire days after the final membership payment has been processed."
Ms[redacted] submitted her cancellation request on 10.5.15. Her final EFT payment was 11.2.16, and her agreement expired on Ms[redacted] no longer had access to any unredeemed membership benefits as of 12:01am on
Please let me know if you need anything further from me

Ms. [redacted] 
I have attached a copy of the Terms & Conditions of the Wellness Membership Agreement that you received at the inception of your membership with Massage Envy Grove City.  I have also copied Ms. [redacted] (and/or [redacted]) of The Revdex.com,...

per your Revdex.com Complaint ID [redacted] I have highlighted the sections that pertain to the issues currently in question. Per Section 4 of the Terms & Conditions: Inappropriate or illegal behavior will not be tolerated in any manner.  Also: We have the right to refuse or discontinue service at any time for any reason.  We deemed your behavior on 5.5.16 inappropriate.  Per your email on 5.5.16 ("in light of this experience, I do not feel comfortable continuing to offer my patronage to this location or massage envy at all."), and our telephone conversation on 5.6.16 where you reiterated that you were not comfortable returning to our location, I made the decision to remove you from our schedule on 5.10.16.Throughout the course of your membership, until I processed your cancellation on 5.6.16, we have made a number of exceptions that directly benefit you, not Massage Envy Grove City. Transfers-  Per Section 1, Your membership services are not transferable to any person or entity.  Transfers are a benefit of membership, not an entitlement.  Our transfer procedure is to allow 1 transferred benefit/mo, and 1 to the same person every 6 months. There is a $10 fee associated with each transfer.We allowed you the following transfers:  11.20.14 - [redacted]4.28.15 - [redacted] (We allowed 2 transfers that month, both to the same person, not 6 months apart, and you were only charged for 1 transfer.)7.20.15 - [redacted]10.30.15 - [redacted]5.5.16 - [redacted] Section 2 addresses the exceptions made in your favor surrounding cancellation.  All cancellation requests must be submitted in writing and will become effective 30 days from the date the cancellation request was processed.  Payments due prior to the effective date will be charged as scheduled.  You may use any accrued membership services for 30 days after your final membership payment has been processed.  No refunds will be given for any remaining unused sessions.  Also: You are responsible for any and all membership fees incurred until your membership is cancelled in accordance with the terms of this agreement.Instead of Immediately Cancelling your membership and terminating your accrued benefits, charging you for the payment scheduled for 5.21.16, and/or only allowing you 30 days to use your remaining benefits, all 3 of which we still reserve the right to do, I waived the payments scheduled for 5.21.16, and 6.21.16 in order to allow you 60 days to use your accrued benefits before they expire with your membership. Our Cancellation Agreement for scheduled appointments is addressed in Section 3 of the signed agreement that was provided to you on 7.21.14 when you signed up for your membership, and again on 5.5.16 at the point that our front desk associate had exhausted all of her options while trying to assist you, and you were provided with my contact information. The Cancellation Agreement is as follows:A Same Day appointment cancellation will result in the client paying 50% of the service price if we are unable to rebook that time with another client.  A No Show will result in the client being charged 100% of the scheduled service price. The following exceptions were made for you:2.26.15 - We excused a Same Day cancellation at no charge.4.11.16 - You called us from your doctor's office 2 minutes before your massage was scheduled to begin, and indicated that your doctor advised against receiving a massage that day.  We waived the fee again for you.Massage Envy Grove City values our Members, Guests, and Employees very much.  At no point will we allow someone in any of those groups to be rude, abusive, or disrespectful to another person in any of those groups.  We feel that your behavior, and manner of speaking to Amanda was all of the above.  That can be verified by multiple witnesses, one of which was the Franchisee of our location, another being a different member who felt the need to comment on your behavior to her therapist, and give Amanda a hug for doing such a good job of maintaining her composure under the circumstances.  You were not "labeled problematic" as a result of requesting a document.  Your behavior, and treatment of our employee who made every effort to accommodate you in good faith is what was deemed inappropriate.A copy of this email, and a copy of the Terms & Conditions that you requested will be sent to you at via Certified Mail from the USPS: [redacted] 
[redacted]To: The Revdex.comMassage Envy Grove City will not be offering Ms. [redacted] any further consideration, as we believe we have already gone above and beyond in our efforts to accommodate her throughout the course of her membership.  At no point were/are we required to allow her to transfer any of her Wellness Benefits, per the signed contract.  We have made several exceptions that benefit Ms. [redacted]i up to this point, and we will not continue accommodating anyone who mistreats any other person at our location.  Clarence B. C[redacted]

We are writing in response to your letter dated 9/12/17, referencing complaint # [redacted], submitted by [redacted] opened her membership with Massage Envy on 10/19/2015, signed a 12 month contract, that clearly stated any accumulated benefits (service hours) could be used up to...

30 days after the date of cancellation.  As a courtesy, she was offered 60 days to use the accumulated benefits.  At no point in time did [redacted] mention to our associates that there was a medical issue preventing her or her daughter from coming in to use their massages.  As a side note, we also offer facials, which they may use their benefits for.  We are happy to work with members, if they bring in a doctor's note stating they are not able to receive massage we will cancel their membership for them.  We also offer freeze and freeze plus programs to allow members to place a hold on their membership or get caught up on accumulated service hours.  The freeze program is completely free and temporarily stops the membership.  The freeze plus program is $10 plus tax each month, but it allows the member ample time to use accumulated benefits.  This membership is similar to a gym membership, being a member offers you the benefits of using our services at a discounted rate.  It is up to the member to use those services.  If they choose not to use the service, there is no refund, just like the gym doesn't refund you for all the days you didn't go.   [redacted] stated that her daughter is not able to receive massage, we would like her to know that the service hours she has accumulated on her account are able to be used for facial, microderm infusion and stretch.  They can also be gifted to friends or family members for a $10 transfer fee.  Her daughter's account is still active so they are not out anything on that as those benefits are still able to be used. [redacted] stated that she is out over 20 massages.  This is incorrect.  At the time her membership expired, she had 6 benefits/ service hours accumulated on her account.  So she lost out on 6 massages, not more than 20. Attached to this email, is the signed copy of [redacted]'s contract which clearly states the 30 day period to use accumulated benefits; see the second set of initials on the attached contract. Upon receipt of your letter, we reached out to [redacted] by phone, but were unable to contact her to resolve this matter.  We are willing to give [redacted] an additional 6 months to use the benefits she and her daughter have accumulated.  Normally there would be a $10 plus tax fee each month for the use of this extended time period, however given the situation, we are willing to waive that fee.   Sincerely, Angela S[redacted]   Massage Envy Grove City[redacted]P: ###-###-####

Ms. [redacted] 
I have attached a copy of the Terms & Conditions of the Wellness Membership Agreement that you received at the inception of your membership with Massage Envy Grove City.  I have also copied Ms. [redacted] (and/or [redacted]...

[redacted]) of The Revdex.com, per your Revdex.com Complaint ID [redacted] 
I have highlighted the sections that pertain to the issues currently in question. Per Section 4 of the Terms & Conditions: Inappropriate or illegal behavior will not be tolerated in any manner.  Also: We have the right to refuse or discontinue service at any time for any reason.  We deemed your behavior on 5.5.16 inappropriate.  Per your email on 5.5.16 ("in light of this experience, I do not feel comfortable continuing to offer my patronage to this location or massage envy at all."), and our telephone conversation on 5.6.16 where you reiterated that you were not comfortable returning to our location, I made the decision to remove you from our schedule on 5.10.16.
Throughout the course of your membership, until I processed your cancellation on 5.6.16, we have made a number of exceptions that directly benefit you, not Massage Envy Grove City. 
Transfers-  Per Section 1, Your membership services are not transferable to any person or entity.  Transfers are a benefit of membership, not an entitlement.  Our transfer procedure is to allow 1 transferred benefit/mo, and 1 to the same person every 6 months. There is a $10 fee associated with each transfer.
We allowed you the following transfers:  
11.20.14 - [redacted]
4.28.15 - [redacted] (We allowed 2 transfers that month, both to the same person, not 6 months apart, and you were only charged for 1 transfer.)
7.20.15 - [redacted]
10.30.15 - [redacted]
5.5.16 - [redacted] 
Section 2 addresses the exceptions made in your favor surrounding cancellation.  All cancellation requests must be submitted in writing and will become effective 30 days from the date the cancellation request was processed.  Payments due prior to the effective date will be charged as scheduled.  You may use any accrued membership services for 30 days after your final membership payment has been processed.  No refunds will be given for any remaining unused sessions.  Also: You are responsible for any and all membership fees incurred until your membership is cancelled in accordance with the terms of this agreement.
Instead of Immediately Cancelling your membership and terminating your accrued benefits, charging you for the payment scheduled for 5.21.16, and/or only allowing you 30 days to use your remaining benefits, all 3 of which we still reserve the right to do, I waived the payments scheduled for 5.21.16, and 6.21.16 in order to allow you 60 days to use your accrued benefits before they expire with your membership. 
Our Cancellation Agreement for scheduled appointments is addressed in Section 3 of the signed agreement that was provided to you on 7.21.14 when you signed up for your membership, and again on 5.5.16 at the point that our front desk associate had exhausted all of her options while trying to assist you, and you were provided with my contact information. 
The Cancellation Agreement is as follows:
A Same Day appointment cancellation will result in the client paying 50% of the service price if we are unable to rebook that time with another client.  A No Show will result in the client being charged 100% of the scheduled service price. The following exceptions were made for you:
2.26.15 - We excused a Same Day cancellation at no charge.
4.11.16 - You called us from your doctor's office 2 minutes before your massage was scheduled to begin, and indicated that your doctor advised against receiving a massage that day.  We waived the fee again for you.
Massage Envy Grove City values our Members, Guests, and Employees very much.  At no point will we allow someone in any of those groups to be rude, abusive, or disrespectful to another person in any of those groups.  We feel that your behavior, and manner of speaking to Amanda was all of the above.  That can be verified by multiple witnesses, one of which was the Franchisee of our location, another being a different member who felt the need to comment on your behavior to her therapist, and give Amanda a hug for doing such a good job of maintaining her composure under the circumstances.  
You were not "labeled problematic" as a result of requesting a document.  Your behavior, and treatment of our employee who made every effort to accommodate you in good faith is what was deemed inappropriate.
A copy of this email, and a copy of the Terms & Conditions that you requested will be sent to you at via Certified Mail from the USPS: 
[redacted] 
[redacted]
To: The Revdex.com
Massage Envy Grove City will not be offering Ms. [redacted] any further consideration, as we believe we have already gone above and beyond in our efforts to accommodate her throughout the course of her membership.  At no point were/are we required to allow her to transfer any of her Wellness Benefits, per the signed contract.  We have made several exceptions that benefit Ms. [redacted]i up to this point, and we will not continue accommodating anyone who mistreats any other person at our location.  
Clarence B. C[redacted]

Ms. [redacted]’s Membership Wellness Agreement expired on 11.1.15.  Per the Terms and Conditions of the Wellness Membership Agreement Ms. [redacted] signed with us: “You have the entire initial and renewed term of the membership agreement to use all membership services. You may continue to...

redeem your membership services as long as your membership is in effect and current.  Upon termination or cancellation of your membership for any reason, all unredeemed membership services will expire 30 days after the final membership payment has been processed.” Ms. [redacted] submitted her cancellation request on 10.5.15.  Her final EFT payment was 11.2.16, and her agreement expired on 12.3.15. Ms. [redacted] no longer had access to any unredeemed membership benefits as of 12:01am on 12.3.15. Please let me know if you need anything further from me.