Massage Envy Spa Carlsbad-Oceanside

Review: I joined Massage Envy in Oceanside as a Member in January, 2007 and moved out of the area to Anaheim, California in June 2009. At which time I attempted to cancel my Membership and was told I had thirty (30) days to use all of my prepaid visits which could only be used at the Oceanside location and I could not transfer or give away any of my prepaid visits.It has been extremely difficult for me to drive out to Oceanside and I have been forced to continue paying the monthly Membership of $59.00 which just went up to $59.99 without any notification of an increased fee per month to maintain my Membership in order not to lose all the Prepaids I already had on file. I have spoken to staff numerous times expressing my difficulty with maintaining Membership trying to resolve this problem and continued to receive the same response, I had to cancel my Membership in writing and would have thirty (30) days to use all my prepaid visits. Which is impossible!!Finally, I was told I could use another location and just recently was told that I can transfer my prepaid visits for a fee of $10.00 per visit.It has now been five (5) years and I currently have over fifty (50) prepaid visits totaling over $3,000.00 If I had been given these options back in June of 2009, I would have never accumulated this many prepaid visits. I would like my fifty (50) Prepaid Visits Refunded and then would like to give my 30 days notice to Cancel my Membership.I sent them a Certified Letter and received No Response. They then hit my Bank Account for another $59.99. I contacted them and spoke to [redacted], I was told I had 11 Prepaids which I told them I had a Printout from them showing 49 Prepaids dated 4/2/2014 and since that date I have paid for an Additional 3 Prepaids Totaling 52 Prepaids. [redacted] than said I had 51 and finally confirmed it was in fact 52 Prepaids. Over 4 years of Prepaids!!!! She offered to give me Gift Cards for all Prepaids (An Additional $10 per Prepaid, over $500 more) She refused to give me a Refund!Desired Settlement: Refund All My Prepaids @ $59.00 and $59.99 since March, 2014.

Review: Since January 2013 I have tried five separate times to cancel my membership with Massage Envy Oceanside, CA. Four of my attempts were over the phone. Despite not having visited their place of business or accepted any services in over six-eight months, management refused to cancel my membership/account. Staff was less than helpful to say the least and insisted I come by in person to sign paper work indicating I wanted to cancel my membership. Due to work and other obligations I wasn't able to walk-in and complete the documentation. For several more months I was billed without any services being provided. After completing the paper work the organization continues billing my checking account. I plan to visit my bank and place a stop loss on their billing submissions but the banks claims I cant recoup monies lost due to the previous contract. Their practices are absolutely unethical and predatory in nature. I would be willing to participate in a class action lawsuit and may seek damages in small claims court.Desired Settlement: Refund 8 months of billing my account $59.99 ($479.92) due to lack of services and unethical business practices.

Business

Response:

To Whom It May Concern,

In regards to the complaint filed by [redacted] on June 17, 2013:[redacted] contacted Massage Envy Oceanside in February 2013 to cancel his membership. At that time the terms of cancellation were discussed and a cancellation form was sent to him. All of our cancellations require a thirty day written notice as stated in our Wellness Plan Agreement. We never received the cancellation form back so the membership account continued to be charged. on June 17, 2013 [redacted] contacted our location to let us know that he was still being charged and that he was suppose to be cancelled. We then spoke with his wife [redacted] who provided the proof of the cancellation form he had filled out, however it was determined that he had filled out a cancellation form at a different massage business unaffiliated with Massage Envy, which is why we did not receive the cancellation form. [redacted] apologized and told us she would have [redacted] come in to fill out the correct form. She asked that he be given more time to use his massage service he had already paid for. On June 19th I left a voice message for [redacted] in regards to extending [redacted]'s time to use his prepaid service, and I have not heard back yet. We did receive the correct cancellation form from [redacted], and his membership is set to cancel as requested.

Best Regards,

Clinic Manager

Review: They have a serious issue with the billing department. They have billed my card twice for purchases in the past and I was able to resolve with my bank. I also asked to have my planned deferred for payment and when I turned the forms in the people came running out in the parking lot causing a scene and discussing my personal business while running out to my care and I was so embarrassed I left as soon as I could. I finished off my contract with them and cancelled in March 2013. They did not charge my account for the 59.00 a month. During April, May, and June. However, today they have started charging my bank account. So I have had to cancel my debit card as of today and am not able to use it on a busy day of purchasing as I have a birthday and the fourth of July I have to fund. not to mention the calling all my automatic payments to change my information. I am a working mother of four kids and do not have time to deal with such problems. Now being a Sunday they do not have a supervisor on duty to resolve my situation with them. So I have to take time out from my job to deal with this. MASSAGE ENVY IS THE WORST FAKE CUSTOMER service ever!Desired Settlement: I want my money returned. ASAP and a formal apology for being being unprofessional and not resolving there problems before they cause problems for everyone. If you see on [redacted] they have terrible terrible reviews due to these problems

Business

Response:

To Whom It May Concern,

I am writing in response to the complaint made by [redacted] on June 30th 2013. The charge for $59 that was processed on her account was a system error and has since been resolved. [redacted] and I spoke on July 3rd in regards to the charge when she called to bring it to my attention. I immediately reversed the charge and processed the refund, and her membership has since been manually cancelled per her request.

Best Regards,

Clinic Manager Massage Envy Spa Carlsbad/Oceanside