Massage Envy Southpoint

I transferred a 1hr credit to [redacted] from [redacted] but she was not able to use it in NC and was instead charged $79.99.I am a member with Massage Envy based out of [redacted] at the [redacted] location. I conversed with both the [redacted] location and the [redacted] location about how to transfer a 1hr massage credit to my sister-in-law, [redacted] This would be her first time at Massage Envy. I was told by the [redacted] location that the [redacted] location would have to make her profile and transfer a credit there. They in fact did that, and afterwards I called the [redacted] location to schedule a prenatal massage for [redacted] The massage was scheduled for the evening of August 22. [redacted] informed me the following morning that they were not able to find a credit for her, so I verified with the [redacted] location that the credit was in place. Some days later, she was charged $79.99. I called the[redacted] location to verify that she did still have the credit in place, and she still did. I called the [redacted] location, and was informed that the [redacted] location had incorrectly created a profile for [redacted] that could only be used in CO, so [redacted] created another profile for her at their location. After talking with [redacted] they informed me that [redacted] should have been able to pull her profile and use the credit. I then asked [redacted] to talk with [redacted] about getting [redacted] a refund, since I was told by [redacted] that I could not have personal details about her account. [redacted] made several attempts to talk with the manager, but the manager was always unavailable. A representative for the manager was available to talk on the phone, but only informed [redacted] that the refund could not be issued because the credit was not in place before the massage took place, which is completely untrue. My request is for [redacted] to be able to use the credit that I had transferred into her name and that she be provided a refund for the massage that she had on August 22.Desired SettlementMy request is for[redacted] to be able to use the massage credit that I had transferred into her name prior to her appointment (her first with Massage Envy) and that she be given a refund in the amount of $79.99, the amount that was charged to her for the massage. If she cannot be given a full refund of $79.99, I request that she only have been charged the introductory massage rate of $49.99, the rate that is advertised for a first 1hr massage with Massage Envy, and that she be refunded the difference of $30.00.more info from consumer:This complaint was resolved

I purchased a short term membership that I pre-paid for. It was due to end in March 2016. They continued to charge me $59.99/mo.I signed the contact with them under member number ZXXXXXXXXXXX . The contract ended on 3/14/2016. While the standard contract has the phrase "and thereafter is auto renewable" , this phrase was struck from the contract that I signed. Nonetheless, they continued to charge me $59.99 per month for April and May 2016. I called on 5/19/2016 to end the charges and have the April and May charges rescinded. The person taking the call offered to send a cancellation document (which I have not yet received) and would not rescind the fees.Desired SettlementI am seeking the refund of $59.99 * 2 and the discontinuation of any future charges based on this contract. Business Response Mr. [redacted] signed up for a six month wellness agreement plan on August 15, 2015, that was to expire on March 14, 2016. The first line of the wellness membership agreement states the following: Your initial membership for the term above, and thereafter is auto renewable. Following the initial term, your membership will automatically continue on a month-to month basis at $59.99 until your membership cancelled by you. Mr. [redacted] called on [redacted] 19, 2016 and spoke with me regarding his membership and which point I pulled his client chart and read him the line in which he initialed. I informed him that because of that I am unable to refund the fees, but can send him a cancellation form to prevent any further payments. I explained to Mr. [redacted] of the time frame to use the services made available to him which was 60 days per the cancellation policy. The email address on file for Mr. [redacted] was incorrect, causing the original email to bounce back. The email address in his file was illegible, which caused me to reach out once more to Mr. [redacted] in order to get the updated email address from him. Mr. [redacted] then became upset, and cited he has already spoke with his credit card company and the funds have been returned to him, and released the line. I have since cancelled the wellness membership.

Account not canceled despite fax and in person form drop off in August. Renewed account despite cancellation. The massage envy account cancellation was submitted in August via fax and in person at the Brier Creek, Raleigh, NC location for the account ending in November. The account was paid in full at that time through the November date. Received call in December that the account had a discrepancy. Spoke with someone and informed them of the cancellation forms being turned in and they said they would check and make sure it was taken care of. No follow up calls were received so it was assumed account was taken care of as it should have been in August. Received another call in January and spoke with someone who said that they didn't have cancellation on file. Went over submission via fax and in person at the Raleigh location. Massage Envy requested form be sent again and said that they would get the cancellation put in with the november date and cancel monthly payments for december and january. Sent monday via email for record purposes with no response. Call from business received again 1/9. Spoke with person about submission of cancellation form via email and they said they would get with the manager. Manager called and said cancellation form was received but December and January payments would need to be made despite the fact that the account was paid in full in august and cancellation form was sent in long before november date. Manager said because form was not received on their end and because they made calls and didn't have any notes even though they were spoken with both times that calls were received. Manager said that she was the only one that could take care of the account and that it would need to be paid for the past two payments before she would put in cancellation which is not what was said the few days prior. In addition the manager said that the spas were individually owned, which brier creek did not inform when cancellation form was submitted at their location. No spa services have been received since September. Manager said that account would go into collections if not paid and refused to cancel account. Ask to speak to supervisor or owner. Manager said that she was the only one and that the owner was out. Said she would relay the information to the owner and hung up. It is not my/ the customers fault that the account was not cancelled because forms were submitted well in advance of renewal date. Phone records can be pulled if needed to confirm calls to the spa despite their lack of notes. Desired SettlementCancellation effective 11/08/2014 Business Response We had not received clients cancellation form after sending her a blank one via e-mail. After several months of trying to contact the client about failed payments to the account our calls were returned and she informed us that she would like to cancel. We received her cancellation form and reminded her that the account needs to be updated before we could completely cancel the account. The client said that she refused to pay for those months that her account was behind. After leaving a few messages on her phone for her to contact us back so we could work on a solution, she e-mailed that she would no longer speak with us via e-mail. After finally getting in touch with her we came to an agreement on cancelling her account without having her pay those back charges.Consumer Response Despite their lack of truth in the response and their failure to communicate and keep up to date records the account was finally canceled and payments were canceled. Final Business Response We came to and agreement to cancel the account immediately and not charge the months that were behind. We have done everything that was asked and agreed upon, and have left documented notes in the clients account. The client agreed to this and thanked us for the outcome via e-mail.

High pressure sales practices were used by an employee at front counter after my massage. A staff person pressured me to work with a male masseuse.I scheduled a massage on 12/17 for 12/19 at Massage Envy Southpoint. [redacted], the receptionist, was polite, but then pressured me to become a "member" when I had not even been there before to see if I liked the services; I said that I could not commit to be a member on the phone especially since I had never been there, and he backed off. This initial conversation felt like he only interested in a sales commission, so immediately, I was concerned that this would not be a relaxing experience, but a friend had given me a massage as a gift for watching her child, and since the holidays are stressful, I remained on the phone. He then pressured me to agree to work with a male masseuse, even though I specifically had asked for a female. He very insensitively asked, "Now why wouldn't you want a massage from a man?" which is sexist, but also indicates total ignorance about the high rates of domestic violence, violent crime such as rape, and rates of abuse in America. The American Bar Association and National Coalition against Domestic Violence report that 1 in 4 women have experienced domestic violence, and 85% of domestic violence victims are women, so [redacted] and all phone staff need to be trained better. Even though I am not gay, this comment would also have been offensive to me if I were homosexual.[redacted] and so, [redacted]'s question was emotionally upsetting and deeply traumatizing, and I felt that I had to comply since his question [redacted]. [redacted] said that the masseur was good, so I agreed reluctantly. [redacted] neglected to tell me to arrive 20 minutes early to fill out paperwork and a health history, so I arrived five minutes before the 50 minute long massage, and then I did not get the while time since I had to fill out the forms. All phone staff should be trained better. I received a 35-40 minute massage, and it was fine. The third aspect of my complaint revolves around the staff person (I do know know her name, but she was a young woman with [redacted] about [redacted], who was [redacted], and who was working at [redacted] in the[redacted] after my massage). Like [redacted], she pressured me to sign up to become a member right then even though she refused to give me a brochure listing the prices. She pointed to a sign behind her, but I am only partially sighted, so her hand gesture pointing to it was insensitive. I told her that I do not make decisions under time pressure, and that if she had a brochure, I would look at it at my leisure. Instead of respecting my preference, she asked me in a condescending way, "What about my question makes you feel pressured? " I politely replied that I would not sign up until I thought about the information in my own home(but what I wanted to say was that I could not read the rates since I have limited vision, but there was a customer next to me-it was an situation that was starting to embarrass me). She then asked for my gift/transfer card, and follow-up notes from the masseur. I told her I was not ready to sign up for a return appointment (again since I do not drive, I must consult with friends and the county-paid disability bus) since I needed to consult my calendar. She pressured me to make a return appointment, and again, I had discomfort that this business was not at all about relaxation or helping people with healing touch, but only about making money. She reluctantly accepted that I was not going to make a return visit, but she expressed a rude attitude since she had to call the Massage Envy in Maryland where my friend is a member to see if my name was "[redacted]" or "[redacted]." She seemed very irritated and impatient, and her initial smile turned to a resentful stare and rude facial expression. I smiled and thanked her for making the call to confirm the massage transfer, but she did not smile. She said "You're welcome," but her demeanor was ill-mannered & discourteous.Desired SettlementFirst, $50-60 refunded to my friend's Massage Envy membership since she donated the massage to me as a gift.[redacted] of[redacted]Second, $20 refunded to me for the tip paid to masseurThird, Free massage for me to be used at another location other than Southpoint Massage Envy.

Bad business practices I have been a member of Massage Envy for over two years. In 2014 I was laid off from my job and was unable to pay the monthly fee of $49 dollars. This was the monthly membership fee at the time I became a member. I froze my account for six months and paid $240 dollars to bring my account up to date. Due to mynjob situation and change in my economic status I completed a form to cancel my membership in May 2016. However, before I submitted my cancelation form my account was debited $59 dollars. I called Massage Envy to find out why the memership fee was now $59 dollars and why I never received any correspondence stating that the membership fees had increased. This further confirmed my decision to cancel my membership. The representative I spoke with emailed me the cancelation form and informed me that I had five pre-paid massages that I needed to use within 60 days of my cancelation notice. Again, I never received any correspondence from Massage Envy to confirm receipt of my form. I called the company on June 2nd to inquire if my form was received and processed. I was told by an employee named [redacted] that the manager was not in but he would leave a note for the manager to go through the cancelation forms on June 3rd and give me a call. However, he never asked for my name or phone number. I had to ask him if he was was going to take my name and number so the manager would know to contact me. I then proceeded to ask about making an appointment so that I could use my pre-paid massages and he then informed me that my account has been suspended for non-payment. I told him that I submitted a cancelation for a month ago and that was no fault of mine. I was then told that I could not make an appointmeny because my account was suspended for non-payment and that I could not cancel my membership unless I received a note from my doctor stating that I can no longer receive massages or if I move 25 miles away from the location. [redacted] proceeded to say that this information should have been communicated to me at the time I became a member. This information was NEVER communicated to me the same way I never received communication about the membership increase and I never received ANY communication whether or not my cancelation form was received. Again, I had to call them. I am angry that I have been a member for as long as I have and received this type of service. This is not the first time I have complained about the services provided. Past complaints have been reported to the corporate office. Bottom line, I should be able to use the existing pre-paids that I have paid for and cancel my membership with Massage Envy. As far as I am concerned any agreement that I signed when I became a member at $49 dollars a month was breached the moment $59 dollars was withdrawn from my account because that is not what I signed up for nor did I ever receive any notification stating this change or sign anything agreeing to that change. Based on my experience with Massage Envy I would not recommend them to anyone.Desired SettlementI want to use the existing pre-paids that I have paid for and resolve my membership without paying any additional fees.Business Response We have worked with this client over and over again regarding her repetitive negative balance with us. She informed us she was laid off after her account was past due. We have several emails where we have sent her the necessary documentation and have not received a response. Therefore, we cannot confirm receipt of something we never received. At the original signing of her membership she was grandfathered in under the $49.99 rate. When that specific membership lapsed we had to terminate the membership to avoid further discrepancies on the account. When she did eventually call back in to update the account, it had been terminated due to its delinquent status. In order to take the payment of $239.96 that she is referring to we had to put in place another membership however, she was no longer grandfather in at the discounted rate and Massage Envy as a unit had increased the primary membership dues to $59.99. There was no indication that she was a family add-on for the $49.99 so we were unable to grant her that rate without a primary account. Unfortunately, being negligent towards an account does not guarantee that you will receive the same rate prior to your defaulted account status.Our Frontdesk associate was indeed correct, we do not book members with inactive accounts. In our agreement, it clearly states "You have the entire initial term and renewed term of the membership agreement to use all membership services. You may continue to redeem your membership services as long as your membership is in effect and is current". Therefore, when your membership is not current, as in not paid, and past due, you are unable to use the services you have paid for because you agreed to keep your account current and when it is not current it is inactive.Client claims to have "NEVER" been communicated this information but she received a copy of her membership agreement upon signing her membership agreement, as does every new member.As a resolution, 3 month suspension was taken as a loss and was given 60 days to render the services she has paid for, as does every member, and will not be allowed at Massage Envy Souhtpoint thereafter due to an unsatisfactory payment history.Consumer Response I only had a negative balance with Massage Envy one time during the time I was laid off from my job in which I did pay the balance owed to bring my account current in the amount of $239.46. At the tine the payment was taken, I was NEVER informed by the associate that I had to start a new membership at a new rate. I also NEVER received any communication from Massage Envy about ANY actions taken on my account during that time and I can prove that and I would go as far to say that Massage Envy should be willing to prove their position to me but they can't because I never received anything from them. I also have proof that I sent my cancellation form twice to the email provided on the cancellation form. However, it was communicated to me that it was never received. That is a communication breakdown from Massage Envy not me. Despite this incorrect response from the franchise owner, I am grateful that a representative was able to assist me and resolve my concern. Once I have used the massages that I have PAID for I will NEVER patronize or recommend any one to become a member with the Massage Envy at Southpoint.

Massage Envy was told to CANCEL MEMBERSHIP due to their lying & providing poor customer service - they billed my account anywayI was going to this location for several months. Being physically disabled I needed a therapist sensitive to my needs. I found this in [redacted]. I was going 1x to 2x a month always seeing [redacted]. When I was last there I was told that she would be on vacation for several weeks. I did not want to work with anyone else so I made an appointment w her when she returned. On the night before my appointment they called & confirmed my appointment with [redacted]. My appointment was at 1pm. No one made any attempt to contact me all morning to tell me that [redacted] was not coming in. When I arrived for my appointment expecting to see [redacted] that was when I found out she was not in. Rescheduling with [redacted] was not an option because they said there computers were not working. They did say if I waited a bit someone else could see me. I did not want to see anyone else if I was willing to see someone else I would not have waited for [redacted] to return from vacation. After I left this business & did not receive services I immediately called the corporate office. I received a voicemail & left a message. I spoke to someone at this location a couple days later & told them to CANCEL MY MEMBERSHIP I was going to receive PROFESSIONAL MASSAGE SERVICES at [redacted] HOSPITAL. They would not let me speak to the manager & said the manager would call me - to date she has not. I have left numerous voicemail messages at the corporate office - no one returns my calls. I have sent emails through[redacted] & through ** to BOTH the corporate office & this location & NO ONE WILL GET BACK TO ME. In each email they were told CANCEL MY MEMBERSHIP DO NOT BILL ME FURTHER FOR SERVICES. I paid $59 at the beginning of Aug. & DID NOT receive any services then after being told NOT to bill me further they again billed me on Sept. 6. I am disabled & on a fixed income this is almost $120 I paid for services I DID NOT receive & do not want to receive. I have notified my bank NOT to accept any more payments from them. However, if Massage Envy submits for payment in the future & my bank REFUSES PAYMENTS as I have instructed them to do I will have to pay a $31 STOP PAYMENT FEE. This place is poorly managed & unprofessional. I had an opportunity to see another doctor on the day I was scheduled for the massage. According to their rules it was TOO LATE to cancel the appointment so rather than go to the doctor I went for the massage only to find out that the person I was scheduled to see & who they confirmed the night before that I would be seeing was not there. Furthermore they could not tell me when [redacted] would return or make a different appointment with her because they claimed that there computers were broken. Given my numerous medical conditions I feel the best thing is to cut all ties with Massage Envy & go see a Medical Professional Massage Therapist at [redacted] Hospital.Desired SettlementTermination of membership. Refund of $59 paid for services not rendered in August.Refund of $59 paid for services not rendered in September.Business Response The customer was emailed and personally called by management to discuss her issue. The day of the incident, the server crashed at the clinic and the appointment data was lost. A detailed description of what happened at the clinic that day was discussed with the guest and she understood. The client will maintain her Wellness Plan membership and has scheduled another appointment with her preferred massage therapist. Consumer Response I was contacted by the manager of Massage Envy. She explained that on the day of my appointment the server's were down & the person I had the appointment with had called in sick. She said that the store could not call me to tell me that my preferred therapist was not coming in because they had no access to client's phone numbers, email addresses etc. because of the down server's. I made an appointment for Tuesday, September 20, 2016 @ 2 pm with my preferred therapist. While the manager said that I agreed to continue my membership this IS NOT the case. I agreed to make an appointment on September 20 & I would see how things progressed. If the front desk staff acts professionally & it is not an issue getting an appointment with my preferred therapist & if this therapist shows up for scheduled appointments then I will continue my membership.

billingThey tried to bill twice in the same month awhile back. I purchased a gift card as a Christmas gift. The recipient came in to use the gift card today only to be told that she had to pay. When I inquired into why, they said I had authorized them to use the gift card for my monthly payment. WRONG! I had authorized them to use the gift card my boyfriend got for me, NOT the one I got for someone else. Does not make any sense. I am furious and embarrassed the recipient had to pay. It was her birthday. This is absolutely ridiculousDesired SettlementThe $75.00 back from the gift card Business Response Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@massageenvy.comI have called this client and resolved the issue. There was a miscommunication on which gift card was to be used and the guest has been refunded the charges have been properly applied.