Massage Envy - Roseville

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

To Whom it May Concern, *** *** was a member with us since She had previously requested to be frozen and we froze her account as requested for a month time frameHer account then automatically unfroze ( which it states on the form she filled out)3-weeks before our clients account
unfreeze we give a courtesy call to remind them that their account will unfreezeAfter that she requested that we cancel her accountSince we require a day written notice, one more payment would have had to come out of ***'s account prior to canceling her membershipThis payment was charged*** also requested that we transfer all unused services over to her Mother, *** ***unused services were transferred over to her as a courtesy so no unused services were lostIn addition, last Saturday as Ms*** requested, I refunded two $payments back to her account totaling to $There were no services lost at this time since she did receive a refund and all other services were transferred over to her MotherIf you should have any further questions in regards to this matter, please contact me directly at: ***Sincerely, *** *** Director of Spa Operations Massage Envy Spa Roseville & Sunrise

To Whom it May Concern, *** *** was a member with us since She had previously requested to be frozen and we froze her account as requested for a month time frameHer account then automatically unfroze
( which it states on the form she filled out)3-weeks before our clients account unfreeze we give a courtesy call to remind them that their account will unfreezeAfter that she requested that we cancel her accountSince we require a day written notice, one more payment would have had to come out of ***'s account prior to canceling her membershipThis payment was charged*** also requested that we transfer all unused services over to her Mother, *** ***unused services were transferred over to her as a courtesy so no unused services were lostIn addition, last Saturday as Ms*** requested, I refunded two $payments back to her account totaling to $There were no services lost at this time since she did receive a refund and all other services were transferred over to her MotherIf you should have any further questions in regards to this matter, please contact me directly at: ***Sincerely, *** *** Director of Spa Operations Massage Envy Spa Roseville & Sunrise

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

Review: Billed for transfer fee (approved by me)

Billed again for session upgrage (NOT shared by staff, and NOT approved, charged after the fact.)

My membership with Massage Envy is about 5 years old now. I started my membership in Elk Grove, and that location (Laguna Springs) is considered my "home" location. I moved to Placer County 3 years ago, and have been receiving services since at the Fairway location in Roseville. When I opened this account, you could transfer pre-paid session to a family member at no charge. That is no longer the case. When I started seeking services at Fairway, [redacted] was the Manager. She faxed paperwork to Elk Grove location in December of 2011, asking them to allow transfer to Fairway store. No approval ever came, however, when I started transferring sessions, [redacted] would call Elk Grove (or a designee) and gain approval and charge for transfer ($10.) I have done that now 3 times successfully, EACH TIME employee from Fairway called Elk Grove, and the $ 10 fee appeared on my charge card before session (fine with me.) I scheduled another session for myself, and daughter for Monday, May 7th. Again, the employee who booked the appointment said she would call EG and gain approval for transfer. That charge appeared on my card the morning of May 7th. My daugher and I came for our massages on the 7th, and left happy. I have NEVER experienced a bad massage, or any problems until the next day. My credit card showed a charge of $18 dollars in ADDITION to the $10 transfer charge. After repeated calls to Fairway for Manager [redacted] AND Elk Grove location Manager, I was told that the $18 charge came from Fairway location and is an ADDITIONAL charge for having transferred 90 minutes (instead of 60 minutes.) $28 in charges for one massage? Who would authorize that, certainly not me. I was NOT told of the $18 charge by staff who booked appointment, AND, my card was charged AFTER the fact. That is not ethical. My calls to Fairway Manager resulted in her statement of needing to "go over her head to owners, and we'd see what they said." I have heard nothing yet, when I called today to simply ask for the names of the owners, I was told [redacted], then put on hold so she could ask. When employee returned to phone, she told me she "was not comfortable telling me that information, and she would have [redacted] return my call." I politely asked repeatedly for the names of the owners, and was repeatedtly denied. I am not aware of ANY business that would refuse that information.

This is truly said. I am ready to cancel, and I believe I have 10-11 pre-paid sessions on my account (which I will lose if I cancel.) When speaking to Manager, she seemed unphased that I would cancel my annual membership $ 708 annually in lieu of having an UNETHICAL $18 charge removed because their employee did not state there were additional charges, NOR could I find anywhere on web site that such a charge exists. Desired Settlement: I wish for the $18 charge to be reversed. It was not addressed, and not authorized prior to service. I would NOT have made appointment.

Business

Response:

Business' Initial Response

I apologize for the delayed response. I did speak to [redacted] multiple times. She called the first time stating that she was charged $28 from our location for her daughter's massage. I then let her know that Elk Grove her "home location" charged $10 to her card for transfering over an hour massage to her daughter, and the $18 charge was charged by the our location (Fairway) for the extra half hour. I let her know that the $10 was charged on her card before the session because the hour was transfered before her appt., and the hour could only be transfered if it was paid for. However, the $18 for her half hour was charged after her session because we do not check out appointment until after there massage just in case there was a problem during her massage. She then let me know that this was not right and that we needed to refund her $28. I let her know that we had no control over the $10 charge for the transfer fee since it was charged by the Elk Grove location. I let her know that when she transfers a credit (which she has done multiple times) that it is only good for an hour. Therefore, when she booked an hour and a half she would owe extra. She said she was not allowing us to charge any extra to her card, and wanted it refunded. I let her know by corporate policy I was unable to do that for her. She then let me know that something needed to be done or she was ready to cancel her account. I let her know that I would need to speak to our Clinical Admin. because refunding the $18 for her daughter's extra half hour is against corporate policy. I talked to the Sales Associate who helped her that day, and she let me know she had let [redacted] know that it was $18 for her daughter's extra half hour, and [redacted] said okay put it on her card. The Sales Associate remembers this because she had told [redacted] that it was $18, when it should have been $26, but knew she had to honor what she had first said. After speaking to the Clinical Admin., she called the Elk Grove location to see if there was something they could work out. Elk Grove and our location came to an agreement that Elk Grove would transfer over a half hour free of charge in order to pay for her daughter's half hour session, and then we refunded her $18.