Massage Envy Laguna Niguel

Dear Revdex.com,As with any issue, there are always two sides to the story and facts matter As a result, I would like to clarify a few points made by the customer that are patently false First, the customer purchased a month auto-renewable membership, not a package of massages The auto-renewable aspect of the membership agreement is clearly disclosed in the same font size as the entire agreement, not via an asterisk and point type that nobody can read Further, the customer placed his initials on the agreement next to the auto-renew disclosure acknowledging he understood it and agreed to it When a membership goes into auto-renew, it simply goes month to month, so we did not sign-him up again for the four massages as he assertsThe agreement also says that in order to cancel the agreement the member must do so in writing, something which the customer did not do We do however, have record that the customer did verbally ask to cancel in July and he was told that a manager would call him When the manager called the customer’s voicemail was full and a message could not be left The customer did not make any attempts to contact the manager until December Yet, in August, the customer came in for an appointment, which seems odd because if he asserts that he cancelled his membership in July In September when we processed the EFT for his membership dues, the billing did not go through Our assistant manager called the customer to ask for an updated credit card and left the following message, (in quotes because it is so noted and time stamped in our system), “9/21/ called went straight to vm, and I asked him to call and update payment info I mentioned that I did notice the request to cancel and that fact that the manager had called him but was unable to get a hold of him, I asked that he call back to update and finalize the cancellation with the manager.”No return call was received from the customer When we processed his October payment it also failed to go through, but since he was in suspense a call was not made to him In November, his payment went through and we called to notify him that his dues payment processed and offered to assist in booking an appointment, again via voicemail In December, another dues payment processed and we called again to notify him of this and offer to schedule an appointment, again via voicemail It was after leaving this voicemail that the customer finally called us back.The reality here is that we entered into an agreement and we BOTH have an obligation to perform as per the agreement and we believe we did this It is not accurate or fair for the customer to ignore the agreement he entered into or to imply that we coerced him into purchasing sessions he did not want Our business is based on providing massage, not billing for massages and hoping that people never use them (as that simply is not sustainable).In surveys provided by our customers we consistently score 90% or higher in terms of guest satisfaction, which is strong evidence of sound business practices and excellent customer service At the same time, we can see in the timeline specified above where we could have done better For example, after receiving a message of a full voicemail box we should have flagged his file to keep calling him until we reached him At the same time, he did not call us Agreements such as ours are designed so that both parties know and understand their obligations, it is not reasonable for the customer to neglect his responsibilities at his convenience and expect us to exclusively deal with the aftermath Therefore, we’ll be contacting the customer again via phone to come to a conclusion that we can both agree to.Given that it is holidays, we will reach out to the customer on January 4, which will give him time to read this response in a hectic time of year

Dear Revdex.com,As with any issue, there are always two sides to the story and facts matter.   As a result, I would like to clarify a few points made by the customer that are patently false.  First, the customer purchased a 6 month auto-renewable membership, not a package of 4 massages....

 The auto-renewable aspect of the membership agreement is clearly disclosed in the same font size as the entire agreement, not via an asterisk and 4 point type that nobody can read.  Further, the customer placed his initials on the agreement next to the auto-renew disclosure acknowledging he understood it and agreed to it.  When a membership goes into auto-renew, it simply goes month to month, so we did not sign-him up again for the four massages as he asserts. The agreement also says that in order to cancel the agreement the member must do so in writing, something which the customer did not do.  We do however, have record that the customer did verbally ask to cancel in July and he was told that a manager would call him.  When the manager called the customer’s voicemail was full and a message could not be left.  The customer did not make any attempts to contact the manager until December.  Yet, in August, the customer came in for an appointment, which seems odd because if he asserts that he cancelled his membership in July.  In September when we processed the EFT for his membership dues, the billing did not go through.  Our assistant manager called the customer to ask for an updated credit card and left the following message, (in quotes because it is so noted and time stamped in our system), “9/21/15  called went straight to vm, and I asked him to call and update payment info.  I mentioned that I did notice the request to cancel and that fact that the manager had called him but was unable to get a hold of him, I asked that he call back to update and finalize the cancellation with the manager.”No return call was received from the customer.  When we processed his October payment it also failed to go through, but since he was in suspense a call was not made to him.  In November, his payment went through and we called to notify him that his dues payment processed and offered to assist in booking an appointment, again via voicemail.  In December, another dues payment processed and we called again to notify him of this and offer to schedule an appointment, again via voicemail.  It was after leaving this voicemail that the customer finally called us back.The reality here is that we entered into an agreement and we BOTH have an obligation to perform as per the agreement and we believe we did this.  It is not accurate or fair for the customer to ignore the agreement he entered into or to imply that we coerced him into purchasing sessions he did not want.  Our business is based on providing massage, not billing for massages and hoping that people never use them (as that simply is not sustainable).In surveys provided by our customers we consistently score 90% or higher in terms of guest satisfaction, which is strong evidence of sound business practices and excellent customer service.  At the same time, we can see in the timeline specified above where we could have done better.  For example, after receiving a message of a full voicemail box we should have flagged his file to keep calling him until we reached him.  At the same time, he did not call us.  Agreements such as ours are designed so that both parties know and understand their obligations, it is not reasonable for the customer to neglect his responsibilities at his convenience and expect us to exclusively deal with the aftermath.  Therefore, we’ll be contacting the customer again via phone to come to a conclusion that we can both agree to.Given that it is holidays, we will reach out to the customer on January 4, which  will give him time to read this response in a hectic time of year.