Massage Envy Spa-Amherst

We are dedicated in providing the very best service and experience for our members and guests In reference to our members concerns, we have contacted Ms [redacted] and have come to a resolution with her remaining member service massages She will now begin the cancellation process If Ms [redacted] has any further questions or concerns, she knows to contact me directly In Great Health, Elizabeth Stepien Massage Envy Spa / [redacted] Style Definitions */

The business has responded to the complaint however has requested that their response not be published

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.As I stated in the complaint - and they still are incapable of hearing - I was NOT advised the membership would start again, I told the person on the phone that I can't do it, I lost most my workI thought the account would remain in frozen status as I requested. I do not HAVE a valid credit card to use and if I did I sure would not spend that kind of money there, I need it for expensesThere is nothing to refund, I did not use the membership,they aren't out any money. I don't believe they "can't " close this outThey don't WANT to. Regards, *** ***

Good Afternoon ***, On December 28th our Business Manager spoke with Mr*** to inform him that his freeze was processed and that his account was frozen from December 31st until March 2nd, he was informed that any sessions or services would also be frozen until his account
re-activates. On January 11th Mr*** contact our Business Manager to unfreeze account so that he could use his services on his account. At that time, he was informed that we can re-active his account and his first payment would come out February 1st. He did come in for an appointment on January 29th to use a service. We have been and will continue to work with MrBiltekoff. Our Business manager will be in touch with Mr Biltekoff. In Great Health, Janine S*** Massage Envy Spa Customer Relations

">We are dedicated in
providing the very best service and experience for our members and guests. In reference to our
members concerns, we have contacted Ms*** and have come to a resolution
with her remaining member service massages.
She will now begin the cancellation process. If Ms*** has
any further questions or concerns, she knows to contact me directly. In Great Health, Elizabeth Stepien Massage Envy Spa

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the
offer I reviewed appear below. I will be satisfied with the company response once I am reimbursedTo date that has not occurredI would State the response was overwhelmingly apologetic and professionalRegards, *** ***

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. Regards,
[redacted]I have attached 187 complaints similar to mine. I disagree wholeheartedly with the response from Janine S[redacted]. In retrospect, there was misconception and miscommunication about the company's business practices from the beginning. I am not complaining about the quality of the massages but the business practices. When I came into Massage Envy in December, my year long membership had come to an end and I told them I was having financial difficlties and wanted to stop my membership. But...I had several hundred dollars in credit for unused massages and wanted to use the credit. I was told I would forfeit the credit but could use it if I continued and I was very upset. However, after discussion, I made appointments before my membership ran out and was told that the credit could be used for those massages. ABSOLUTELY IN NO WAY DID I EVER GIVE MASSAGE ENVY THE PERMISSION TO REACTIVATE MY ACCOUNT. So, I had those massages I scheduled in December before my membership ran out and my account was reactivated without my permission. I complained, had to go back and suspend it again, and had to go back and cancel it forever. Plus, I believe they wanted to charge a cancellation fee. NONE OF THESE BUSINESS PROCEDURES WERE EXPLAINED WHEN I JOINED, AND CHANGES IN COMMUNICATION WERE EVIDENT AFTER I BOOKED THE 2 APPOINTMENTS IN DECEMBER. The 187 people in the attached complaints had similar experiences. Finally, I have NOT BEEN CONTACTED by a business manager as outlined in their response. I must say: I really enjoyed my experience with Massage Envy and benefitted from my massages. I am deeply disappointed in their business practices as are many, many others.

Hi [redacted], He actually only had 1 1/2 sessions on his account, he was notified that he had until 6/10/16 to use the remaining 1 1/2 service on his account.  It was confirmed with him that his account will officially be closed out as of 6/10/16. Thanks, Janine  Massage Envy - Buffalo/Albany Market

The
business has responded to the complaint however has requested that their
response not be published.

Good Afternoon [redacted],  At this time Mr. [redacted]’s membership has been cancelled from our system.  If he has any other questions or concerns he is more than welcome to reach out to our Niagara Falls Blvd location’s Business Manager. In Great Health, Janine S[redacted]

Ms. [redacted] had her membership frozen for a couple of month in which as of September her account would no longer be frozen. We did contact and let Ms. Gray know that her membership would be coming active again.  Unfortunately we cannot refund any funds at this time based on the membership...

agreement that she did sign.  I will have the Business Manager reach out to Ms. Gray to let her know what the options that we have available for her and which she would like to pursue.  In Great Health, Janine S[redacted]  Massage Envy Spa  Customer Relations

Our Business Manager has been in touch with Mr. [redacted], and at this time we believe that the situation has been resolved.   In Great Health, Janine S[redacted] Massage Envy Spa Customer Relations Hamburg – Amherst – Lancaster – Williamsville – Slingerlands - Niskayuna Janine.s[redacted]

We have been in contact with Mr. [redacted] and have resolved his concerns.    Warm Regards,   Elizabeth Irace  Director of Operations  Massage Envy - Buffalo/Albany Market

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.  Regards,
Jennifer [redacted]

When a client requests a freeze to take place we ask that they come into the Spa at 3 days prior to their monthly membership payments, this is to ensure that the freeze is processed in time. When an account it frozen unfortunately the system does not allow for massages to be used, once the account...

comes out of the freeze process then the massages are available to be used. At this time the account is frozen and  no more monthly withdrawals during the duration of the freeze. The Business Manager has been in touch with Mrs. [redacted] throughout this whole process. The Business Manager did leave a detail message for Mrs. [redacted] and did let her know if she had any further questionsor concerns to please reach out to her. In Great Health, [redacted] Massage Envy Spa