Massage Envy - Sacramento Pocket

I am rejecting this response because: / [redacted] Style Definitions */ Again massage envy has provided documentation that contradicts their very own statement Below is their response:“As you can see in the attachment there was a total of membership dues payments out of the that are requiredThe payments were on 4/5/14, 1/6/15, 2/6/15, ?3/6/15, 4/6/15, 5/4/15, 9/6/and 10/6/There are still payments that were not completed for the month agreement.” (comment from massage envy 3/14) Note that on their own PDF statement, it shows payment of $on 11/19/ Nothing was “waived” as this was charged on my card The statement shows at least payments, not payments I have also been charge for services between May to October [redacted]

I am rejecting this response because: Again massage envy has provided documentation that contradicts their very own statement Below is their response:“As you can see in the attachment there was a total of membership dues payments out of the that are requiredThe payments were on 4/5/14, 1/6/15, 2/6/15, ?3/6/15, 4/6/15, 5/4/15, 9/6/and 10/6/There are still payments that were not completed for the month agreement.” (comment from massage envy 3/14) Note that on their own PDF statement, it shows payment of $on 11/19/ Nothing was “waived” as this was charged on my card The statement shows at least payments, not payments I have also been charge for services between May to October [redacted]

I am rejecting this response because:Dear Sir or Madam,What massage envy sent you is the same expired contract that I have There is no months freeze Also, if I did have a freeze the contract would have been extended from May 5, to August 5, which means it had expired They are asking me to pay for November, December and January They have called asking me to renew the contract and I will not do that.They have not produced a freeze form signed by me and in the past, they have asked me to signed things and then cross out dates and put into my file without giving me a copyTherefore, I reject their response because I do not owe them anything
* ***

Unfortunately the client is still in his initial term, he froze him account for months. When you freeze your account its stops payments from coming out but you are still responsible to pay those months so that is why is term was extended due to the months not being paid. I have
tried multiple times to reach out to the client unfortunately he has not returned any of my phone calls

As you can see in the attachment there was a total of 8 membership dues payments out of the 12 that are required. The 8 payments were on 4/5/14, 1/6/15, 2/6/15, 3/6/15, 4/6/15, 5/4/15, 9/6/15 and 10/6/15. There are still 4 payments that were not completed for the 12 month agreement.

I am rejecting this response because:
Again massage envy has provided documentation that
contradicts their very own statement.
Below is their response:"As you can see in the attachment there was a total of
membership dues payments out of the that are requiredThe payments were
on 4/5/14, 1/6/15, 2/6/15, ?3/6/15, 4/6/15, 5/4/15, 9/6/and 10/6/There are still
payments that were not completed for the month agreement." (comment from
massage envy 3/14)
Note that on their own PDF statement, it shows payment of
$on 11/19/14. Nothing was "waived"
as this was charged on my card The
statement shows at least payments, not payments. I have also been charge for services between
May to October 2015. [redacted]

This client signed up for a 12 month term with all the information written in the contract. Every member is sent home with a copy of the contract so they may have it to reference back anything that was explained to them in clinic. This client in particular a couple months into the contract decided...

she no longer wanted it and did not want to fulfill her half of the contract. For the next 4 months we called her and had failed to recieve payment on the account. We went ahead and let her know about the freezing options and what she needed to do to activate that feature. She had failed to follow any steps to activate a freeze and put the payments on hold for whatever reason. The client came in and paid 119 only paying for 2 out of the 4 months she owed us and stated that she no longer wanted it and this would be the final payment and to keep the 2 credits that came with paying. The membership is 59.99 and a benefit of being a member is that we award them a 1 hour massage with being a member and if they needed additional time we gave them a discounted rate for all additional services. This client went to the corporate office with a complaint about us not cancelling her membership and in the complaint stated she just wanted the payment to be the last one and she did not care about the credits ( even though its a benefit the 59.99 doesnt purchase you a credit). The 2nd paragraph of the contract states that the clients can redeem services if their account is in good standing and is active . We have the clients signature on every single line . I have attached the contract with all the signatures and the complaint sent to corporate where she forfeits everything in order to just cancel before her term ended. I will take this time to further discuss this issue with the franchisee of the business to see if there is anything we are willing to do in this circumstance.

I am rejecting this response because:
Dear Sir or Madam,
What massage envy sent you is the same expired contract that I have.  There is no 3 months freeze.  Also, if I did have a freeze the contract would have been extended from May 5, 2015 to August 5, 2015 which means it had expired.  They are asking me to pay for November, December and January.  They have called asking me to renew the contract and I will not do that.
They have not produced a freeze form signed by me and in the past, they have asked me to signed things and then cross out dates and put into my file without giving me a copy. Therefore, I reject their response because I do not owe them anything.
[redacted]

I am rejecting this response because:  
Again massage envy has provided documentation that
contradicts their very own statement. 
Below is their response:“As you can see in the attachment there was a total of 8
membership dues payments out of the 12 that are required. The 8 payments were
on 4/5/14, 1/6/15, 2/6/15, ?3/6/15, 4/6/15, 5/4/15, 9/6/15 and 10/6/15. There are still
4 payments that were not completed for the 12 month agreement.” (comment from
massage envy 3/14)
Note that on their own PDF statement, it shows payment of
$49.00 on 11/19/14.  Nothing was “waived”
as this was charged on my card.  The
statement shows at least 9 payments, not 8 payments.  I have also been charge for services between
May 2015 to October 2015. 
[redacted]

Review: I became a member at Message Envy, 990 Florin Road, Sacramento, CA 95831, in July of 2014; and received my contractual massage in that month. I was given verbal contractual on how the membership works and ask to initial certain area and sign.

In August 2014 I paid my monthly change in cash as my credit card had been compromised. I received my contractual massage, however, was greatly dissapointed as it did not match in quality to the previous month's session.

In September 2014 I had talked to a manager about a financial hardship and that I wanted to cancel my membership and also I had not received any more messages. She told me she could not cancel my membership, but she could freeze the account until I am able to afford the monthly membership pursuant to Massage Envy policy. The manager was informed that the freeze would be 2 to 4 months which she was fine with that.

In October 2014 I was astounded to receive a bill for two month's fees (September and October). I called, was put on hold for a lengthly period, staff was not cooperative. Finally I was told if I paid the two months I would still receive the massages and they will cancel the contract. I agreed.

On December 2, 2014. I received a letter from a collection agency demanding payment of $129.98. On December 17, 2014 I received a second letter from the collection agency (Transworld) demanding payment of $239.96. On December 31, 2014. I received a third letter from the collection agency demanding payment of $239.96. This is outrageous.

On December 31, 2014 I called Massage Envy and told them I would be in the next day to pay $119 and cancel my membership. When I went in the next day, I spoke with the manager and (she did reply she remember me and my situation) I stated that I wanted to pay the two outstanding massages and cancel. Her staff was snickering in the background about my situation, which agitated me. This behavior is disrespectful to a customer. They were snickering while I was explaining my situation, and snickering when I was paying the two months membership fees and the manager told me they had frozen my account. When ask for corporates number she told me to go on line.

On January 13, 2015 I spoke with the Massage Envy corporate office. I explained the situation and how I had not received the two massage sessions which I had paid for (receipt included) I was informed that I would not receive the massage because I was no longer a member and that they get my messages and continue my membership. (My account was frozen and not cancelled) Corporate also said she would call the Florin office and speak with the manager. I received a call from the Florin get my messages and continue my membership. (My account was frozen and not cancelled) Corporate also said she would call the Florin office and speak with the manager. I received a call from the Florin Message Envy the next day and they informed me they would cancel my membership.Desired Settlement: I want a refund for the sessions I did not receive. $119. Massage Envy should rethink their contract cancellation policies.

Business

Response:

This client signed up for a 12 month term with all the information written in the contract. Every member is sent home with a copy of the contract so they may have it to reference back anything that was explained to them in clinic. This client in particular a couple months into the contract decided she no longer wanted it and did not want to fulfill her half of the contract. For the next 4 months we called her and had failed to recieve payment on the account. We went ahead and let her know about the freezing options and what she needed to do to activate that feature. She had failed to follow any steps to activate a freeze and put the payments on hold for whatever reason. The client came in and paid 119 only paying for 2 out of the 4 months she owed us and stated that she no longer wanted it and this would be the final payment and to keep the 2 credits that came with paying. The membership is 59.99 and a benefit of being a member is that we award them a 1 hour massage with being a member and if they needed additional time we gave them a discounted rate for all additional services. This client went to the corporate office with a complaint about us not cancelling her membership and in the complaint stated she just wanted the payment to be the last one and she did not care about the credits ( even though its a benefit the 59.99 doesnt purchase you a credit). The 2nd paragraph of the contract states that the clients can redeem services if their account is in good standing and is active . We have the clients signature on every single line . I have attached the contract with all the signatures and the complaint sent to corporate where she forfeits everything in order to just cancel before her term ended. I will take this time to further discuss this issue with the franchisee of the business to see if there is anything we are willing to do in this circumstance.

Review: MASSAGE ENVY SACRAMENTO billing my debit card when I cancelled my month-to-month over 90 days ago. My 12-month contract was from April 2014 to May 2015 expired so I’m not under contract

I have been a customer of Massage Envy since January 2013 and satisfied with their masseuse although I felt their front office sales tactics are aggressive. My second and last contract with them was from April 5, 2014 to May 5, 2015 and I decided to continue as a client on a month-to-month WITHOUT a signed contract.

When I went in for a massage in mid-October 2015, I informed the front office that I would no longer be using their service and not to bill me for November 2015. The front office said I needed to fill out a “membership cancellation request form” which I did and that’s when they try to sell me on a new 12-month contract. I told them no and that after my month-to-month expires before the next billing cycle of November 6, 2015, I will no longer be a customer.

On November 6, 2015, Massage Envy charged my debit card without authorization and after I had cancelled my month-to-month. This also resulted in an overdraft and my bank charged me a fee of $35. I went to Massage Envy asking them to stop billing me and to refund the $35 overdraft fee that they were responsible for. The front desk then told me that they don’t have a cancellation request from me and that I must have asked for a “membership freeze form” which meant I didn’t cancel. I told them I know the difference and I wanted to see my file. Conveniently my file was empty.

I am filing this complaint because “a collection agency” keeps calling me claiming I owe Massage Envy. I do not and I want Massage Envy to stop calling me and they still owe me $35 for causing my account to be overdraft.

I am attaching a copy of my 12-month contract with Massage Envy and it clearly shows my membership expired on May 5, 2015.Desired Settlement: I want Massage Envy to stop contacting me as I do not owe them anything. I want them to refund the $35 overdraft fee that they directly caused by illegally billing my debit card.

I am no longer a customer of Massage Envy and do not want them to contact me ever again for using their business.

Business

Response:

Unfortunately the client is still in his initial term, he froze him account for 3 months. When you freeze your account its stops payments from coming out but you are still responsible to pay those 3 months so that is why is term was extended due to the 3 months not being paid. I have tried multiple times to reach out to the client unfortunately he has not returned any of my phone calls.

Consumer

Response:

I am rejecting this response because:Dear Sir or Madam,What massage envy sent you is the same expired contract that I have. There is no 3 months freeze. Also, if I did have a freeze the contract would have been extended from May 5, 2015 to August 5, 2015 which means it had expired. They are asking me to pay for November, December and January. They have called asking me to renew the contract and I will not do that.They have not produced a freeze form signed by me and in the past, they have asked me to signed things and then cross out dates and put into my file without giving me a copy. Therefore, I reject their response because I do not owe them anything.

Business

Response:

As you can see in the attachment there was a total of 8 membership dues payments out of the 12 that are required. The 8 payments were on 4/5/14, 1/6/15, 2/6/15, 3/6/15, 4/6/15, 5/4/15, 9/6/15 and 10/6/15. There are still 4 payments that were not completed for the 12 month agreement.

Consumer

Response:

I am rejecting this response because:

Again massage envy has provided documentation that

contradicts their very own statement.

Below is their response:“As you can see in the attachment there was a total of 8

membership dues payments out of the 12 that are required. The 8 payments were

on 4/5/14, 1/6/15, 2/6/15, ?3/6/15, 4/6/15, 5/4/15, 9/6/15 and 10/6/15. There are still

4 payments that were not completed for the 12 month agreement.” (comment from

massage envy 3/14)

Note that on their own PDF statement, it shows payment of

$49.00 on 11/19/14. Nothing was “waived”

as this was charged on my card. The

statement shows at least 9 payments, not 8 payments. I have also been charge for services between

May 2015 to October 2015. [redacted]