Massage Envy of Wisconsin

We sincerely regret that Mr [redacted] feels he was not treated with the utmost respect when in contact with our business We have communicated with him on quite a few occasions since his original complaint As Mr [redacted] noted in his complaint, the discussion revolved around the cancellation of his appointment We have a very strict cancelation policy because we typically have a waiting list of members that wish to get an appointment We can typically reschedule appointments with proper notice Mr [redacted] as not charged for the late cancellation, rather just upset that we had suggested it be a possibility Mr [redacted] has been a member since February He requested a refund of his membership payments even though he had all the privileges of being a member available to him To accommodate Mr [redacted] we have extended the use of his membership for days with no further payments necessary If he feels he is uncomfortable visiting this particular clinic, he can use his membership privileges at any Massage Envy in the country

On Saturday, October 15, the clinic manager received a call in the morning that a member, *** ***, was charged for her monthly dues when she should not have been chargedThe clinic manager refunded her for her payment on the spotWhen the clinic manager arrived to work on Monday
October 17th, she had received an email from *** stating that she had not seen the refund in her account as of that dayThe clinic manager tried to let her know there was a chance that it was due to banks being closed but went ahead and re-executed the refund for herAfterwards, the clinic manager did find out that she had recently been frozen for two months (a freeze period that the clinic manager had personally discussed with her and which she agreed upon) and when she had requested to re-freeze her account after that two month period was up, the front desk associate let her know that she would need to make a payment in order to re-freeze which is something she has done many times since she signed up in The front desk associate even wrote that *** would need to make a payment prior to refreezing at the top of her freeze form before she signed itEven though it was not required of us to refund her account for the membership payment that was billed we did so anyways. She originally signed up May 5, and it was cancelled September 2, due to non payment by the previous manager. The previous clinic manager resigned *** up for a month membership on August 17, Since then, due to the amount of times *** has freezed her account she has only made payments toward her month membershipWe are very willing to work with *** and cancel her membership if she would like to do so but we have not been able to get a hold of herThe clinic manager tried contacting Ms*** by phone on October 17, 18, 20, 25, 27, and now November Her voicemail is full so the clinic manager has been unable to leave a message until Nov 3rd and she reached out via phone call as well as email letting her know that she had left a message and the hours in which she was available to speak to herThe clinic manager did not receive a call from her on November 4, after she said she would call

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Given the massively egregious manner of the treatment I am not comfortable with any massage envy location and their services. A continual neglect of my requests to discuss this matter on the phone by the regional representative, Ginger, shows this approach of bureaucratic neglect. I demand a copy of a canceled contract and a refund of the remaining $300 that is on my account due to the extremely unprofessional and erratic behavior of those involved.
Regards,
Daniel [redacted]

We sincerely regret that Mr. [redacted] feels he was not treated with the utmost respect when in contact with our business.  We have communicated with him on quite a few occasions since his original complaint.  As Mr. [redacted] noted in his complaint, the discussion revolved...

around the cancellation of his   appointment.  We have a very strict cancelation policy because we typically have a waiting list of members that wish to get an appointment.  We can typically reschedule appointments with proper notice.  Mr. [redacted] as not charged for the late cancellation, rather just upset that we had suggested it be a possibility.  Mr. [redacted] has been a member since February 2017.  He requested a refund of his membership payments even though he had all the privileges of being a member available to him.  To accommodate Mr. [redacted] we have extended the use of his membership for 90 days with no further payments necessary.  If he feels he is uncomfortable visiting this particular clinic, he can use his membership privileges at any Massage Envy in the country.

Review: My husband and I have gone to massage envy 5 times and out of the 5 times 3 times the scheduler did not have an appointment for one of the two of us.We go in for these massages together and they tell us sorry we have Mr. but not Mrs. Even though I have written the names of the technicians down along side the time in my appointment book. We are on a contract for a year so our charge card is charged so we pay for these appointments. They do not care if they get anything right. We were patient with the first mix up, "things happen". Second time ticked. Third time incompetence, and getting out of contract and trying to get refund. When talking to Manager [redacted] to my surprise the woman that booked us was the person who did ALL the training for this department. This invokes such confidence in future scheduling. With this complaint, our hope is for us to get satisfaction in reimbursement from services they were not able to KEEP.Desired Settlement: reimbursement for the 10 (5 each) prepaid massages and termination monthly of contract. $1080.

Business

Response:

In reference to Mrs. [redacted] last visit, according to the Sales Associate who booked the appointment, Mrs. [redacted] was having a hard time deciding which time or therapist would best work for her and her husband, reviewing multiple dates and times and therapists. Mrs. [redacted] never made it clear to our sales associate that she wanted to schedule two appointments at the same time on that day.