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Massage Envy - La Jolla

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Massage Envy - La Jolla Reviews (3)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
BELOW IS THE EMAIL THAT WAS SENT TO ME BY MASSAGE ENVYAS YOU CAN SEE THEY TOLD ME THEY WERE CHARGING ME $TO CANCEL THE MEMBERSHIP BECAUSE I MOVED WITHING MILE RADIUSTHEY SAID NOTHING ABOUT ANY CREDITS I HAD WITH THEMACCORDING TO THE CONTRACT, IT IS MONTH TO MONTH AND DOES NOT MATTER WHERE I MOVEI AM FREE TO CANCEL AT ANYTIMEHOWEVER, THEY CLAIM OTHERWISEI DID NOT AGREE TO THE $CANCELLATION FEE BECAUSE I DID NOT SEE ANY REASON FOR ITTHEY DID NOT SPECIFY THAT THE FEE WAS FOR THE LATE PAYMENT DUE TO A CREDIT CARD EXPIRATION, THEY SAID IT WAS A FEE TO CLOSE THE ACCOUNTI ALSO WAS NOT INFORMED THAT I HAD A $CREDIT ON MY ACCOUNT WHICH WAS UNUSEDTHEY WERE OBVIOULSY GOING TO CLOSE MY ACCOUNT AFTER I PAID AND ADDITIONAL $AND KEEP THE $THAT WAS ALREADY PREPAIDIT WASN'T UNTIL I STOPPED IN AT THE OTHER LOCATION THAT I FOUND OUT I HAD A $CREDIT ON MY ACCOUNT FOR WHICH THEY TOOKTHEY ARE 100% LYING AS YOU WILL SEE BY THE RESPONSE TO ME BY EMAIL BELOWTHEY "OFFERED" TO TAKE THE $PAYMENT BY PHONE OR BY ME SENDING A CHECK--NOT FROM ANY CREDIT I HAD WITH THEMVERY VERY SHADY!!
HERE IS THEIR EMAIL RESPONSE:
On Feb 27, 2014, at 9:AM, "*** **" wrote:
Thank you for sending over the proof of relocationHowever, the policy for cancellation due to relocation only applies if you have moved outside of a mile radius from the nearest Massage Envy, and there is one near you in VistaI can still cancel the account for you, but in order to do so, we require a cancellation fee of $You are welcome to pay that over the phone, or send cash or check and we can continue with the process that wayAttached is the cancellation form we will also need for our recordsOnce payment is made, we can adjust your account for youFeel free to call the clinic if you have any other questions or concernsThank you and have a great day!
Regards,
*** ***

Re: Revdex.com Complaint ID: [redacted]
 
Client signed a 6 month membership agreement which then rolls month-to-month after the initial 6 month term. According to her signed membership agreement, "client is responsible for all membership payments until an account is cancelled with a 30...

day notice". After the account had been is arrears for two months ($118 due), client requested to cancel. According to terms of the agreement, she is still resposible for those 2 payments. When we offered to accept just one of the two past due payments ($59) and then cancel the account, client refused to make payment, and the account continued to become further delinquent. We then received a call from another Massage Envy Branch stating that the client wished to use her accrued membership services. (Membership services roll over from month-to-month as long as the account is current and active.) We gave the client the option of bringing her account current with 1 of the 2 payments so that she could continue to use it, or cancelling the account with no further payments required (this was a courtesy, since she was technically still responsible for the 2 payments her account was delinquent for). She chose to cancel, and submitted a cancellation form. According to her signed agreement and the cancellation form,"You may use any accrued membership services for 30 day after your final membership payment has been processed. No Refunds will be given for unused sessions." Since the last time the client had made a payment was 10/11/13, her accrued services were available to her until 11/11/13.
We made efforts to compromise and settle the account for less than was owed, in order to bring it current and active. But, like a gym membership, services are not available for use unless membership dues are paid.

Review: I had a month to month membership with massage envy. My credit card expired and in the meantime I moved. They called me in February and said it was two month delinquent. I asked them to cancel membership because I had moved. They told me they would cancel it if I sent them proof of address change. THis seemed odd to me-what difference does it make why I want to cancel. I did send them proof of address change. They told me that they would not cancel the membership because I moved within 30 miles of another massage envy. Upon further heated discussion and emails, they told me they would cancel the membership for a $60.00 fee. I told them that wa absurd. They told me they would take my account to collections. I forgot about the issue and stopped in at another location. They told me that the cancelled few only applies to memberships that have not satisfied the initial timeframe which mine had. They told me they would cancel my membership I forfeited the $300.00 credit that I have with them since he account was now five months delinquent because they would not close it three months prior because I would not pay the 60.00 which I did not owe to cancel the membership . I want my money back. Thank you.Desired Settlement: Five months membership. Around $300.00

Business

Response:

Re: Revdex.com Complaint ID: [redacted]

Client signed a 6 month membership agreement which then rolls month-to-month after the initial 6 month term. According to her signed membership agreement, "client is responsible for all membership payments until an account is cancelled with a 30 day notice". After the account had been is arrears for two months ($118 due), client requested to cancel. According to terms of the agreement, she is still resposible for those 2 payments. When we offered to accept just one of the two past due payments ($59) and then cancel the account, client refused to make payment, and the account continued to become further delinquent. We then received a call from another Massage Envy Branch stating that the client wished to use her accrued membership services. (Membership services roll over from month-to-month as long as the account is current and active.) We gave the client the option of bringing her account current with 1 of the 2 payments so that she could continue to use it, or cancelling the account with no further payments required (this was a courtesy, since she was technically still responsible for the 2 payments her account was delinquent for). She chose to cancel, and submitted a cancellation form. According to her signed agreement and the cancellation form,"You may use any accrued membership services for 30 day after your final membership payment has been processed. No Refunds will be given for unused sessions." Since the last time the client had made a payment was 10/11/13, her accrued services were available to her until 11/11/13.

We made efforts to compromise and settle the account for less than was owed, in order to bring it current and active. But, like a gym membership, services are not available for use unless membership dues are paid.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

BELOW IS THE EMAIL THAT WAS SENT TO ME BY MASSAGE ENVY. AS YOU CAN SEE THEY TOLD ME THEY WERE CHARGING ME $59 TO CANCEL THE MEMBERSHIP BECAUSE I MOVED WITHING 25 MILE RADIUS. THEY SAID NOTHING ABOUT ANY CREDITS I HAD WITH THEM. ACCORDING TO THE CONTRACT, IT IS MONTH TO MONTH AND DOES NOT MATTER WHERE I MOVE. I AM FREE TO CANCEL AT ANYTIME. HOWEVER, THEY CLAIM OTHERWISE. I DID NOT AGREE TO THE $59.00 CANCELLATION FEE BECAUSE I DID NOT SEE ANY REASON FOR IT. THEY DID NOT SPECIFY THAT THE FEE WAS FOR THE LATE PAYMENT DUE TO A CREDIT CARD EXPIRATION, THEY SAID IT WAS A FEE TO CLOSE THE ACCOUNT. I ALSO WAS NOT INFORMED THAT I HAD A $300 CREDIT ON MY ACCOUNT WHICH WAS UNUSED. THEY WERE OBVIOULSY GOING TO CLOSE MY ACCOUNT AFTER I PAID AND ADDITIONAL $59.00 AND KEEP THE $300.00 THAT WAS ALREADY PREPAID. IT WASN'T UNTIL I STOPPED IN AT THE OTHER LOCATION THAT I FOUND OUT I HAD A $300 CREDIT ON MY ACCOUNT FOR WHICH THEY TOOK. THEY ARE 100% LYING AS YOU WILL SEE BY THE RESPONSE TO ME BY EMAIL BELOW. THEY "OFFERED" TO TAKE THE $59.00 PAYMENT BY PHONE OR BY ME SENDING A CHECK--NOT FROM ANY CREDIT I HAD WITH THEM. VERY VERY SHADY!!

HERE IS THEIR EMAIL RESPONSE:

On Feb 27, 2014, at 9:12 AM, "[redacted]" <[redacted]> wrote:

Thank you for sending over the proof of relocation. However, the policy for cancellation due to relocation only applies if you have moved outside of a 25 mile radius from the nearest Massage Envy, and there is one near you in Vista. I can still cancel the account for you, but in order to do so, we require a cancellation fee of $59. You are welcome to pay that over the phone, or send cash or check and we can continue with the process that way. Attached is the cancellation form we will also need for our records. Once payment is made, we can adjust your account for you. Feel free to call the clinic if you have any other questions or concerns. Thank you and have a great day!

Regards,

</[redacted]>

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Description: Massage Therapists

Address: 7650 Girard Ave #200, La Jolla, California, United States, 92037

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