Massage Envy - Rancho Bernardo

Issue resolved directly to client satisfaction on 4/29/ you may not have updated status

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Sorry for the delay in respondingWe are communicating directly with the client in order to resolve the issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the
offer I reviewed appear below
I have not yet heard from the business with their attempt to address the issue. I have received no calls, and no messages have been left on the machine
Regards,
*** ***

Issue resolved directly to client satisfaction on 4/29/14
you may not have updated status.

we are communicating directly with client to resolve the issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am writing in regards to...

complaint ID [redacted] against Massage Envy Rancho Bernardo.  I wanted to let you know I have received a call from them and got a half-resolution.  I was asking to cancel my membership which they did not allow – they offered me a compromise to pay every other month.
 
I would like to keep my complaint active because they are still selling memberships you can’t cancel for a year without ever disclosing that fact and I think that’s a real problem – I continue to want them to update their disclosure and sales practices.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Review: Massage Envy is a monthly membership for massages. Each month you are charged for a massage, you then have one credit to use at your convenience. If you don't use it that month, you still have the credit for the massage. If you wish to transfer a massage to another party, you may do so with the additional cost of $10. Due to my retirement and pending lack of employment, I needed to cancel my membership. However, I had an excessive number of massages on credit due to a lack of time to use them. When you cancel, you must use all remaining massages within thirty days. I extended my membership an additional two months (costing me more money) to allow me time to use my massages that were already paid for. I transferred a massage to each of my parents, but they did not use them prior to my membership expiring. I found out later that their gifted massages expired as well. And lastly, because my therapist cancelled my last massage (and no other were available) I lost my final massage as well.

I had no issue with using my remaining balance of massages, but when I had to pay the additional $10 transfer fee and those massages expired and lost my last massage through no fault of my own, that is unacceptable.Desired Settlement: Discontinue this practice of use or lose. There is no point in having a membership if the cost is the same as if I walk in and get a massage. Also, I should be credited for three hours of massages for this fraudulent practice.

Business

Response:

Response:It is quite obvious that this client is totally aware of our program and policies. He did a very good job of quoting them in the complaint and so he was totally aware that as soon as the membership expires that all unused pre-paid services also expire.On 9July2013 the Client submitted a cancellation request and was clearly advised that all unused services bust be used by 11August2013. Attached please find detailed transaction history on his account: Long before he chose to cancel his membership, he had transferred one service to [redacted] Sr. on 7June2013 and one service to [redacted] on 1May2013. After submitting his cancellation request he booked the following services for himself in order to use his remaining services before they expire:1. 26Jul2013 – service completed2. 6Aug2013 – service completed 3. 10Aug2013 – service cancelled because therapist was ill and no other therapist was available on Saturday. We did however have availability the next day before the expiration date. I will now address each point of the desired Settlement: Discontinue this practice of use or lose. This is a corporate policy that has been in existence for over 10 years and is being observed at over 900 Massage Envy locations across the country, we are not going to change this policy just because this client does not agree with it. There is no point in having a membership if the cost is the same as if I walk in and get a massageOur non member price for 1-Hour massage service is $98. The member price is substantially lower( less than half). Client is free to choose either option. Also, I should be credited for three hours of massages for this fraudulent practice.

We are not a fraudulent company, on the contrary our policies aver very clearly spelled out on each and every membership agreement. There is no fine print. All the print is same size and in fact the cancellation policy is bolded to ensure it gets attention. So I take offense to his this off hand comment of fraudulent practice and really advise that if client wants special consideration for his specific situation that the best approach is a more gentle approach rather than make false accusations. This client is due absolutely nothing.Yes it is true that we had to cancel his 10Aug2013 appointment and he could have booked another appointment on Sunday. Instead he chose to give his service to his sister, [redacted] and we waived the transfer fee of $10 because of the inconvenience we caused due to the cancellation. Th client became belligerent and stormed out of the clinic using loud foul language when he was reminded that the service needed to be used by 11Aug2013 or it would expire as was explained to him when he chose to cancel hi membership a month prior. While I am under no obligation to do so, I would be happy to provide the client’s sister with a gift card for a 1-hour massage which will expire one month from the date of issue. [redacted]###-###-####[redacted]@MassageEnvySanDiego.com

Review: Massage Envy sells memberships based on a monthly fee - staff indicate you will be billed monthly and pay as you go. I have received three services so far and am unhappy with the service provided however they will not allow me to cancel my membership for the full year. While i'm sure the information on the non-cancellation clause is buried deep in the membership agreement the staff never dislose this policy and I think after trying the service I should be able to cancel with 30-days written notice if i'm not happy with the service. I checked online and there are 177 similar complaints on Ripoff Report and a slew of them on consumer affairs so this is clearly an issue a lot of people are having.Desired Settlement: I want to collect for the services have already paid for and be allowed to cancel my membership with 30-days notice. I also want the company to change their sales policies to directly inform consumers of their cancellation policies so no one else is ever duped again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am writing in regards to complaint ID [redacted] against Massage Envy Rancho Bernardo. I wanted to let you know I have received a call from them and got a half-resolution. I was asking to cancel my membership which they did not allow – they offered me a compromise to pay every other month.

I would like to keep my complaint active because they are still selling memberships you can’t cancel for a year without ever disclosing that fact and I think that’s a real problem – I continue to want them to update their disclosure and sales practices.

Regards,

Review: I purchased a 6 month membership, which included 6 massages. After 4 massages I had to stop getting them for a while ... the therapist gave so much attention to a sore shoulder that she inadvertently tore my rotator cuff and it took quite a while to heal.

I called on April 7 to extend my membership, but was told that it had expired on April 4th -- 3 days earlier -- and that the "lost" 2 massages could not be reinstated. However, if I purchased another membership they magically could be reinstated.

I just want what I purchased.Desired Settlement: Reinstatement of the two canceled massages.

Business

Response:

we are communicating directly with client to resolve the issue

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have not yet heard from the business with their attempt to address the issue. I have received no calls, and no messages have been left on the machine.

Regards,

Business

Response:

Issue resolved directly to client satisfaction on 4/29/14

you may not have updated status.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I told the staff at Massage Envy Rancho Bernardo that I had accepted a job in another city and would be ending my membership as of November 2012. We agreed that I would use the next 30 days to get any massages I was owed and then the account would be canceled. I moved out of the city in November of 2012 and since then, massage envy has continued to charge my credit card every month. I have been disputing the charges with my bank. When the credit card expired in June of 2013 I assumed that was the end of the charges as I did not authorize them. Somehow, Massage Envy managed to obtain the new expiration date of my credit card without my knowledge or consent then subsequently charged me for the missed months on that card. I have been contesting these charges and reached out to a Massage Envy in my new city. They sent me an email stating that my account had been canceled as of 11/26/2011. I sent a follow up reply to ask why I was still being charged and received no response.

Today, I called Massage Envy Rancho Bernardo and the staff was unable to explain why I was still being charged. Instead, I was told they would send me a cancel contract. I was never told about a cancel contract and feel that I am being given the run around. I believe I should be refunded the fees that I did not authorize and my account should be canceled from November 2012 as agreed.Desired Settlement: Refund my credit card the monthly fees from November 2012 - present. Cancel my account, retroactive from November 2012 as we originally agreed.

Business

Response:

Sorry for the delay in responding.

We are communicating directly with the client in order to resolve the issue.