Massage Envy - Midtown

Ms [redacted] has been a member at our Massage Envy location since August and as far as we know has been happy with our servicesWe were never alerted to any concerns she had with any of our staff members and regret to hear that she did not receive the customer service she was expectingWe would have been more than happy to address her concerns and make sure she was taken care of had we been informed of any issuesWe encourage all of our guests to provide us with feedback about their experience with us as we strive to be the best we can. As a member with our clinic Ms [redacted] was entitled to one hour of service (massage or facial) provided in the form of a service creditThe service credits were available to use at any location nationwide and rolled over until used while the membership was active and in good standing per the agreement Ms [redacted] signed when she enrolled with us in August On November 27, we received a written request from Ms [redacted] that she was ready to end her membership with our locationMs [redacted] completed our "Wellness Agreement Cancellation Request Form" which clearly outlines the terms to her membership cancellation. Per our cancellation policy, which is a standardized policy recognized nationwide, all members wanting to cancel their membership after completing their initial term acknowledge there is a 10-day processing period followed by a 60-day period to use any remaining service creditsIn Ms [redacted] 's case since we received her request on November 27, her 10-day processing period ended on December 7, and the 60-day period to use her remaining credits ended on February 7, 2017. Ms [redacted] willingly signed this cancellation request and received a copy for her recordsWe also, out of courtesy for our clients, sent a follow up email to Ms [redacted] reminding her of the timeline of her cancellation and the expiration of the service credits she had remainingWhile we agree it is unfortunate that Ms [redacted] was unable to use all of her services before the 60-day expiration period we uphold the structure of both our agreement and policies with all clients to the best our abilities

Ms [redacted] has been a member at our Massage Envy location since August and as far as we know has been happy with our servicesWe were never alerted to any concerns she had with any of our staff members and regret to hear that she did not receive the customer service she was expectingWe would have been more than happy to address her concerns and make sure she was taken care of had we been informed of any issuesWe encourage all of our guests to provide us with feedback about their experience with us as we strive to be the best we canAs a member with our clinic Ms [redacted] was entitled to one hour of service (massage or facial) provided in the form of a service creditThe service credits were available to use at any location nationwide and rolled over until used while the membership was active and in good standing per the agreement Ms [redacted] signed when she enrolled with us in August On November 27, we received a written request from Ms [redacted] that she was ready to end her membership with our locationMs [redacted] completed our "Wellness Agreement Cancellation Request Form" which clearly outlines the terms to her membership cancellationPer our cancellation policy, which is a standardized policy recognized nationwide, all members wanting to cancel their membership after completing their initial term acknowledge there is a 10-day processing period followed by a 60-day period to use any remaining service creditsIn Ms [redacted] 's case since we received her request on November 27, her 10-day processing period ended on December 7, and the 60-day period to use her remaining credits ended on February 7, Ms [redacted] willingly signed this cancellation request and received a copy for her recordsWe also, out of courtesy for our clients, sent a follow up email to Ms [redacted] reminding her of the timeline of her cancellation and the expiration of the service credits she had remainingWhile we agree it is unfortunate that Ms [redacted] was unable to use all of her services before the 60-day expiration period we uphold the structure of both our agreement and policies with all clients to the best our abilities

I am rejecting this response because:My contract says it expired on September 15, 2015, therefore the cancellation policy was not valid when I canceled the automatic withdrawal from my account on November 27th I canceled my account due to the lack of customer service again, I had appointments canceled on me and I had an appointment and an e-mail confirmation and when I went to my appointment I was told I did not have one even with a confirmationI did complain to the manger and it went no where that is why I canceled my direct deposit with the companyI left with credits and was told I had days to use themI am still asking for my money backThis business lives off of taking money from people for no services in return

I am rejecting this response because:My contract says it expired on September 15, 2016, therefore the cancellation policy was not valid when I canceled the automatic withdrawal from my account on November 27th I canceled my account due to the lack of customer service again, I had appointments canceled on me and I had an appointment and an e-mail confirmation and when I went to my appointment I was told I did not have one even with a confirmationI did complain to the manger and it went no where that is why I canceled my direct deposit with the companyI left with credits and was told I had days to use themI am still asking for my money backThis business lives off of taking money from people for no services in return

I am rejecting this response because:My contract says it expired on September 15, 2016, therefore the cancellation policy was not valid when I canceled the automatic withdrawal from my account on November 27th I canceled my account due to the lack of customer service again, I had appointments canceled on me and I had an appointment and an e-mail confirmation and when I went to my appointment I was told I did not have one even with a confirmationI did complain to the manger and it went no where that is why I canceled my direct deposit with the companyI left with credits and was told I had days to use themI am still asking for my money backThis business lives off of taking money from people for no services in return

Ms[redacted] has been a member at our Massage Envy location since August and as far as we know has been happy with our servicesWe were never alerted to any concerns she had with any of our staff members and regret to hear that she did not receive the customer service she was expectingWe would
have been more than happy to address her concerns and make sure she was taken care of had we been informed of any issuesWe encourage all of our guests to provide us with feedback about their experience with us as we strive to be the best we can.? As a member with our clinic Ms[redacted] was entitled to one hour of service (massage or facial) provided in the form of a service creditThe service credits were available to use at any location nationwide and rolled over until used while the membership was active and in good standing per the agreement Ms? [redacted] signed when she enrolled with us in August On November 27, we received a written request from Ms[redacted] that she was ready to end her membership with our locationMs[redacted] completed our "Wellness Agreement Cancellation Request Form" which clearly outlines the terms to her membership cancellation.? Per our cancellation policy, which is a standardized policy recognized nationwide, all members wanting to cancel their membership after completing their initial term acknowledge there is a 10-day processing period followed by a 60-day period to use any remaining service creditsIn Ms[redacted]'s case since we received her request on November 27, her 10-day processing period ended on December 7, and the 60-day period to use her remaining credits ended on February 7, 2017.? Ms[redacted] willingly signed this cancellation request and received a copy for her recordsWe also, out of courtesy for our clients, sent a follow up email to Ms[redacted] reminding her of the timeline of her cancellation and the expiration of the service credits she had remainingWhile we agree it is unfortunate that Ms[redacted] was unable to use all of her services before the 60-day expiration period we uphold the structure of both our agreement and policies with all clients to the best our abilities?

I am rejecting this response because:My contract says it expired on September 15, 2015, therefore the cancellation policy was not valid when I canceled the automatic withdrawal from my account on November 27th 2017. I canceled my account due to the lack of customer service again, I had appointments canceled on me and I had an appointment and an e-mail confirmation and when I went to my appointment I was told I did not have one even with a confirmation. I did complain to the manger and it went no where that is why I canceled my direct deposit with the company. I left with credits and was told I had 30 days to use them. I am still asking for my money back. This business lives off of taking money from people for no services in return.

Ms. [redacted] has been a member at our Massage Envy location since August 2015 and as far as we know has been happy with our services. We were never alerted to any concerns she had with any of our staff members and regret to hear that she did not receive the customer service she was expecting. We would...

have been more than happy to address her concerns and make sure she was taken care of had we been informed of any issues. We encourage all of our guests to provide us with feedback about their experience with us as we strive to be the best we can. As a member with our clinic Ms. [redacted] was entitled to one hour of service (massage or facial) provided in the form of a service credit. The service credits were available to use at any location nationwide and rolled over until used while the membership was active and in good standing per the agreement Ms.  [redacted] signed when she enrolled with us in August 2015. On November 27, 2016 we received a written request from Ms. [redacted] that she was ready to end her membership with our location. Ms. [redacted] completed our "Wellness Agreement Cancellation Request Form" which clearly outlines the terms to her membership cancellation. Per our cancellation policy, which is a standardized policy recognized nationwide, all members wanting to cancel their membership after completing their initial term acknowledge there is a 10-day processing period followed by a 60-day period to use any remaining service credits. In Ms. [redacted]'s case since we received her request on November 27, 2016 her 10-day processing period ended on December 7, 2016 and the 60-day period to use her remaining credits ended on February 7, 2017. Ms. [redacted] willingly signed this cancellation request and received a copy for her records. We also, out of courtesy for our clients, sent a follow up email to Ms. [redacted] reminding her of the timeline of her cancellation and the expiration of the service credits she had remaining. While we agree it is unfortunate that Ms. [redacted] was unable to use all of her services before the 60-day expiration period we uphold the structure of both our agreement and policies with all clients to the best our abilities.

Review: I signed up for a 6 month membership for massages. I told the receptionist I would not be continuing my membership past the 6 months.

I was billed after the 6 month membership for multiple months. I called and complained. They told me simply informing them I did not was to continue past a 6 month membership was not enough to stop the billing. I was told I had to come in and fill out a form. Mind you, I only purchased a 6 month membership. I also told them, in person, I was not going to renew the membership and was going to allow it to end after the 6 months. I was continually billed after that. I was not even in town to cancel, in person AGAIN. When I was able to come in, I came in again, to cancel in writing. Desired Settlement: I am happy to pay for the agreed upon 6 month membership. Which I have already paid for. I refuse to pay for additional unwanted months. I did not fail to notify them. I specifically told them I was not interested in renewing. For them to continue billing my card, is absolutely unacceptable.

Review: I signed up for a 12 month contract with massage envy. After 8 months, I called to tell them I wanted to cancel when my 12 months was up. I made an appointment for a massage, they told me I had 7 credits left. I showed up for the massage and said, because my monthly membership cancelled, so did my credits. I lost $420 in massage credits. Yes, the contract does say this. But I, like most customers I believe, signed the contract after a massage, not one's clearest moment. They never gave me a reminder, a heads up, when I made the appointment, they didn't tell me my credits were going to expire. There is no grace period, no extension period. You can roll your credits over month to month was how it was pitched to me. They neglected to tell me orally upfront that the credits expire if I cancel after 12 months. This seems like terrible customer service, a real "taking" of one's money. Gift cards do not expire, groupon gives you at least what you paid, even after expiration. Massage Envy is terrible, I will actively encourage anyone I can to avoid that place at every opportunity. Spread the word.Desired Settlement: I would like a refund of at least 50% of the value of my expired credits.

Business

Response:

Massage Envy is not Groupon, and our membership service credits are not gift cards. The points made in the complaint regarding Groupon are invalid. If anything, Massage Envy could be more realistically compared to a gym or a tanning salon. At a gym or tanning salon, you pay a monthly fee to use their services. At Massage Envy, you pay a monthly fee to receive a massage or facial. Massage Envy goes a step above the typical gym or tanning salon membership by actually allowing you to accrue that service and roll it over to the next month if left unused, whereas a gym or tanning salon would not refund you a monthly payment because you simply did not make it in one month.