Massage Envy Maplewood

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

To Whom It May Concern, In response to complaint ID ***: Clients booked an appointment on 8/16/at 2:51pm for a 5pm service (same day). Since they were within, essentially, hours prior to the appointment, the typical cancellation policy did not stand and thusly was not
given, but the clients were informed that there would be a charge for a last minute cancellation or a “no call/no show” as the therapists are paid only per service, not an hourly wage. We did, however, make it clear to the client that they needed to arrive minutes prior to their appointment to fill out medical forms and that arriving any later than this would cut into their massage time. The client called around 4:45pm to tell us that they were running behind. At that time she was informed that we would be ready for them to fill out their medical forms when they arrived and that they would receive the remainder of their appointment time. At 5:18pm (the client is technically minutes late at this point as they are scheduled minutes prior to start time) we called the client to see how close they were. They said they were roughly minutes away. We again stated that they would receive the remainder of their time and informed the client that there was another massage immediately following their appointment so the faster they filled out their medical forms, the more time they’d receive. The clients acknowledged thisThe clients arrived and were checked in at 5:31pm. This is minutes into their booked massage time, and makes them minutes late to the appointment as they failed to arrive minutes priorWe offered the clients a complimentary enhancement and a second introductory rate for their next appointment but they declined. When the clients said that nobody had told them about this, the associate helping the clients pointed out that she had, in fact, three times explained this to them. Because the clients were informed separate times about the appointment, receiving the remainder of their time, etc, we do not feel it is appropriate to issue a refund, even partial. We acted in good faith and made every effort to explain how an appointment works to the client and should not be held responsible if a client fails to act accordingly for their appointment time If you would like an additional information, please feel free to contact us directly Thank you

See attached

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

*** was issued a refund November, December, and January payments, as well as an apology for the cancellation error and poor customer service she receivedShe had one massage credit remaining on her account from before the cancellation request; I ensured that she has an appointment time with her
massage therapist she has seen for yearsAdditionally, I provided the cancellation form, which she signed and returned to me February 2, *** was satisfied with this resolution.

[redacted] was issued a refund November, December, and January payments, as well as an apology for the cancellation error and poor customer service she received. She had one massage credit remaining on her account from before the cancellation request; I ensured that she has an appointment time with her...

massage therapist she has seen for years. Additionally, I provided the cancellation form, which she signed and returned to me February 2, 2018. [redacted] was satisfied with this resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

See attached.

To Whom It May Concern,   In response to complaint ID [redacted]:   Clients booked an appointment on 8/16/17 at 2:51pm for a 5pm service (same day).  Since they were within, essentially, 2 hours prior to the appointment, the typical cancellation policy did not stand and thusly was not...

given, but the clients were informed that there would be a charge for a last minute cancellation or a “no call/no show” as the therapists are paid only per service, not an hourly wage.  We did, however, make it clear to the client that they needed to arrive 15 minutes prior to their appointment to fill out medical forms and that arriving any later than this would cut into their massage time.  The client called around 4:45pm to tell us that they were running behind.  At that time she was informed that we would be ready for them to fill out their medical forms when they arrived and that they would receive the remainder of their appointment time.   At 5:18pm (the client is technically 33 minutes late at this point as they are scheduled 15 minutes prior to start time) we called the client to see how close they were.  They said they were roughly 2 minutes away.  We again stated that they would receive the remainder of their time and informed the client that there was another massage immediately following their appointment so the faster they filled out their medical forms, the more time they’d receive.  The clients acknowledged this. The clients arrived and were checked in at 5:31pm.  This is 31 minutes into their booked massage time, and makes them 45 minutes late to the appointment as they failed to arrive 15 minutes prior. We offered the clients a complimentary enhancement and a second introductory rate for their next appointment but they declined.  When the clients said that nobody had told them about this, the associate helping the clients pointed out that she had, in fact, three times explained this to them.  Because the clients were informed 3 separate times about the appointment, receiving the remainder of their time, etc, we do not feel it is appropriate to issue a refund, even partial.  We acted in good faith and made every effort to explain how an appointment works to the client and should not be held responsible if a client fails to act accordingly for their appointment time.   If you would like an additional information, please feel free to contact us directly.   Thank you