Massage Envy - Loehmann's Plaza

Thank you for the notice. I’ve looked into this issue, however, [redacted] is not a member with us. Actually, [redacted] has not been into any Massage Envy since 2013. We do not have a card on file for [redacted], so there has been no way of us charging him for anything. In the picture attached, it...

shows his only history from ever correlating Massage Envy in Loehmann’s Plaza. In the “appointments for [redacted], [redacted]” window under his name it says “M” meaning male, and has a manila envelope to the right. If he was a member there would be a colored star between the two icons. However, since there is not, it means that he is not a member with us.

Review: The store - Massage Envy at Loehmans plaza, Sacramento is not cancelling my membership that has been set up for automatic payment every month and stealing and robbing me for the last few months. Inspite of several calls, the store staff is not providing the manager's contact details and have been constantly involved in cheating me since few monthsDesired Settlement: Pay for the compensation for not cancelling my membership since few months

Business

Response:

Thank you for the notice. I’ve looked into this issue, however, [redacted] is not a member with us. Actually, [redacted] has not been into any Massage Envy since 2013. We do not have a card on file for [redacted], so there has been no way of us charging him for anything. In the picture attached, it shows his only history from ever correlating Massage Envy in Loehmann’s Plaza. In the “appointments for [redacted]” window under his name it says “M” meaning male, and has a manila envelope to the right. If he was a member there would be a colored star between the two icons. However, since there is not, it means that he is not a member with us.

Review: Purchased products in 7/11 that I returned 2 days later. No refund has been issued to the card used to purchase after many calls.

Purchased facial products in 7/11 and paid using my debit card. Transaction was rung up saying "gift card" but employee said it was okay since it had my debit card number with the transaction. Returned products 2 days later for full refund. I was told that the Manager had to process the refund when she came in the next day. Several calls were made for the next 2 months and no one would respond or call back. Messages were left and never returned. Started inquiring about refund again in April 2013 and was told in May 2013 that a refund was issued to the gift card used to purchase items. Advised no gift card was used and could provide all bank statements showing the payment was made and no refund ever issued. She said owner [redacted] would have to call me back and he has not returned any of my messages (at least 5 between April 15, 2013 and today). Have also left a message with the Corporate office on 4/26 and have never received a response either. The products purchased were 35.00 and 49.00 plus tax.Desired Settlement: I would like my refund of the 2 products in addition to interest accrued for the last 2 years since the company has not refunded my card used for purchase. the amounts are 39.99 and 49.99 for a total of 89.98 plus tax of 7.75% 6.97. The total is 91.95. Interest of 3% per month from 9/11 to 6/13 compounded totaling 79.10. The total I am looking to be refunded is 171.05.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted] Spa Director

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@massageenvy.com

Our attempts to contact Ms. [redacted] directly have not been met with a response. Our transaction history does show the products where purchased on 7/20/2011. We have no record of the products having been returned. We keep matching records or transactions and product inventory dating back 12 months. If Ms. [redacted] had contacted us a year ago with this concern we happily would have taken action to investigate the issue. As it stands now there is no record of the products ever being returned, and not additional products in our inventory.Because Ms. [redacted] is bringing this issue to our attention two years after the transaction and with no return receipt, a refund will not be issued. We would be happy to discuss this issue with her if she would kindly return our call at XXX-XXX-XXXX.

Thank You

Review: Massage Envy and I are in a contract stating that for $59 each month, when scheduling, I will receive a one hour massage. Today I arrived and was seated in the waiting room at 3:30 for a 3:30 massage. My massage therapist walked by me to the reception desk where he stood and talked in length to other associates before coming back through the glass door and greeting me. He ushered me into a room where I quickly told him what my needs were, and let him know I would be available to begin within 30 seconds. He stepped out, I quickly readied myself, and called for him to reenter the room. Three times I called out I was available, but there was no response. Upon entering the room he asked if I was ready. I advised him I had called three times, and he stated he was up at the counter and didn't hear me. I noted to him that it was, by my phone clock, 3:41 and that I expected a full hour massage. The clock in the room was 5 minutes faster, so I wanted to bring to his attention what the time was, and what my expectation was. He completed my massage when his clock stated 4:26. I dressed and brought to his attention that I didn't receive my massage minutes, and that his room clock was 5 minutes fast. He told me he had followed company policy, and was not about to break any rule. I told the receptionist my concern and she advised me to contact her manager. I replied I would be contacting the Revdex.com because this is not the first time I have had a conversation about the lack of massage minutes I feel I am entitled to. I am trying to get out from under this contract. I still have 6 massages left ($59 ea.) and if I do cancel my "membership" it states I have to use them all within 30 days. For my schedule, that would be almost impossible for me to do.Desired Settlement: They should have to advertise a 50 minute massage, or GIVE a one hour massage as they advertise. I get irritated waiting in the waiting room for the therapist to saunter up, pick up my file, look it over, talk with their friends, and then greet me; set me in a room, and then not return for 5-6 minutes, finally completing my massage 5 minutes early so they can get on to their next massage! I expect them to be prepared when I arrive, have my folder reviewed, and be ready to give me an hour.

Business

Response:

Business states that they have spoken to their customer and have clarified the issues. An apology was given for the misunderstanding and an explanation for our was given.

Business

Response:

Business states that management will go ahead and contact consumer.

Consumer

Response:

Consumer states that management contacted her and resolved her issues to her full satisfaction going above and beyond her needs.