Massage Envy Spa Flagstaff

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I want in writing that my account balance is zero. Simple.

It is not my fault she and her staff can not communicate. I DID call back from the beginning, talked with an employee because she was unavailable. I was told I was no longer a member and that [redacted] and my agreement was not possible. Therefore, I want my civil contract to be upheld from 6/13/13.

Regards,

Dear [redacted],

Via Revdex.com you have requested several things in writing. I am responding because I need clarification of what you’re asking for.

Your account has been cancelled, as per your request on 2/18/14 which I confirmed in my last email. There will be no further charges because the account is cancelled. A third party collections agency was not contacted in relation to your account.  

You are correct in that you submitted a cancellation form on 6/13/13, and I called and left you a message later that day after we had received it. The cancellation form discloses that  all accrued services expire with the cancellation but I wanted you to have the opportunity to use them without incurring additional payments before the cancellation date.

I thought we’d had a very open conversation on 8/15/13, where you understood the benefits of my offer to waive 3 months’ worth of payments, but I respected your instructions to not do anything with the account until you’d thought about it and would call me back when you were not at work. Had you confirmed with me that you wanted your account cancelled in full at that time, I would have complied with your wishes.

There has been nothing underhanded in any of the interactions we have had with you, and every attempt to assist you in utilizing your accrued sessions, waiving payments and placing your account on a rolling freeze have been made clear and have been accurately documented. Your account went into suspension so action could not be taken on it until we had relayed that to you and provided you with options. I continued attempts to contact you but messages from 6/27/13, 7/27/13, 9/25/13, 10/2/13, 10/27/13, 11/27/13, 12/7/13, were not reciprocated.

Perhaps I should have made the decision to cancel your account in full when I didn’t hear back from you after 6/13/13. However, despite the disclosure in the membership agreement & cancellation form that member services expire upon cancellation, I strongly believe that the cancelling member should be well aware and have an opportunity to use these as they cannot be recovered once cancelled. I do believe that it may be more upsetting for a member to not fully understand this which is why it was important to me to have direct contact with you before taking permanent action in cancelling the membership. I apologize if I was in error in this regard.

I do wish to have resolution as you do, if you could please provide me with what I can do to assist in settling your concerns.

Thank you

Kindest regards,

Dear [redacted],

As per requested, the purpose of this letter is to confirm that your account balance is 0.

If you have any further questions, please do not hesitate to contact me at [redacted]@massageenvyflagstaff.com.

Thank you

Kind regards,

Massage Envy Spa Flagstaff

Dear [redacted],

I’m sorry to hear of your frustrations regarding your account.

When I spoke with you on August 15th, 2013, I let you know that a total cancellation on the account would result in all accrued services expiring. In order to prevent that, I...

could place you on a rolling freeze in addition to waving 3 months’ worth of payments. This would have been a perfect solution for you to allow time to catch up on the member sessions, without incurring payment, for several months. During that conversation you said to hold off on doing anything with the account yet. When I asked you if you were sure you didn’t want me to place it on a freeze, you said not to, that you’d call me back when you weren’t at work.

I didn’t hear back from you, the account resumed as normal on the agreed plan, however the credit card on file was unable to process. My staff called you on 9/25/13 and left a voicemail. I called you on 10/2/13 and left you a voicemail  at 1:40pm regarding the past due amounts and trying again to assist you with a resolution. You called back and spoke with a front desk associate, telling them you’d cancelled your account and wasn’t sure why we were still calling you. She let you know that we’d tried to contact you and that a past due account requires updating before a session can be reserved, which was confirmed again calls on 10/27/13 , 11/27/13 and 12/2/13.

To surmise, I had expressed to you that with a cancellation, all accrued services would expire with the cancellation. In order to prevent this, I offered you a solution. I did not hear back a confirmation from you and the account continued attempting charging the monthly dues per the agreement. I apologize if it appeared that you were being harassed, but we were trying to prevent the loss of any services by processing an immediate cancellation. Had I received an answer from you regarding the solution I offered, I would have been

more than happy to honor that for you. 

Following your conversation with [redacted] on 2/8/14 you instructed the account to be cancelled and expressed that you did not want to hear from us again. We effectively cancelled your account and made a notation to refrain from any further contact per your request.

I hope this clarifies any misunderstandings regarding the contact that we’ve had with you. It is extremely important to me to find helpful ways for a client to use their membership and will go above and beyond in offering rolling freezes and waived payments as I fully understand life situations. Without returned communication or confirmation however, there is very little I can do.

Please feel free to contact me directly should you have any questions or concerns. I would gladly speak with you in person or via phone ###-###-####.

Thank you.

Yours kindly,

Massage Envy Spa Flagstaff

As requested by Revdex.com, I am writing because the company (Massage Envy) DID contact me directly (through email).

It is the same email the owner sent to the Revdex.com in response to my complaint. It explains her point of view, which is not entirely factual. However, it does not say anywhere that my account balance is zero, nor it does not say that they did not "contact a third party" as they threatened in a voice mail, nor that they upheld my signed contract to quit in August 2013. They're a sneaky company and I do not feel this dispute is settled until I have those things in writing!

Thank you for your help.

Sincerely,

Review: I quit massage envy about 6 months ago by submitting their required signed form. The form was submitted to the front desk and both Massage Envy and I have a copy of this contract. Later that day or the next, the OWNER called to get me to not quit because she said she didn't want me to lose out on either 9 or 10 "pre paid" massages that I had not used. I let her know I would think about it. When I called to schedule a "pre paid massage" as per the owners suggestion, the woman at the desk *(not the Owner) Informed me I could NOT do this. I informed the girl that [redacted], the owner told me I COULD in fact do this; it was her suggestion. Further explaining, she told me I could "freeze" my membership and "catch up" on some of my "pre paid's". The girl said, "Well, NO, you CAN'T, You are a NON member." With this statement I said OK fine. I am not a member! BUT Massage Envy has been harassing me every month for money and finally threatened to have a third party involved. I called and talked to the very rude manager [redacted], who argued with me, did not offer that I talk to the owner at that time, did not apologize, and said I couldn't "quit" without "talking" to the owner since she personally had not heard from me. I don't feel in any way I am responsible that their staff does not communicate. I have a SIGNED CONTRACT that I quit! (6 months ago!!)Desired Settlement: I would like Massage Envy to stop harassing me and uphold the signed cancellation document from August 2013

Business

Response:

Dear [redacted],

I’m sorry to hear of your frustrations regarding your account.

When I spoke with you on August 15th, 2013, I let you know that a total cancellation on the account would result in all accrued services expiring. In order to prevent that, I could place you on a rolling freeze in addition to waving 3 months’ worth of payments. This would have been a perfect solution for you to allow time to catch up on the member sessions, without incurring payment, for several months. During that conversation you said to hold off on doing anything with the account yet. When I asked you if you were sure you didn’t want me to place it on a freeze, you said not to, that you’d call me back when you weren’t at work.

I didn’t hear back from you, the account resumed as normal on the agreed plan, however the credit card on file was unable to process. My staff called you on 9/25/13 and left a voicemail. I called you on 10/2/13 and left you a voicemail at 1:40pm regarding the past due amounts and trying again to assist you with a resolution. You called back and spoke with a front desk associate, telling them you’d cancelled your account and wasn’t sure why we were still calling you. She let you know that we’d tried to contact you and that a past due account requires updating before a session can be reserved, which was confirmed again calls on 10/27/13 , 11/27/13 and 12/2/13.

To surmise, I had expressed to you that with a cancellation, all accrued services would expire with the cancellation. In order to prevent this, I offered you a solution. I did not hear back a confirmation from you and the account continued attempting charging the monthly dues per the agreement. I apologize if it appeared that you were being harassed, but we were trying to prevent the loss of any services by processing an immediate cancellation. Had I received an answer from you regarding the solution I offered, I would have been

more than happy to honor that for you.

Following your conversation with [redacted] on 2/8/14 you instructed the account to be cancelled and expressed that you did not want to hear from us again. We effectively cancelled your account and made a notation to refrain from any further contact per your request.

I hope this clarifies any misunderstandings regarding the contact that we’ve had with you. It is extremely important to me to find helpful ways for a client to use their membership and will go above and beyond in offering rolling freezes and waived payments as I fully understand life situations. Without returned communication or confirmation however, there is very little I can do.

Please feel free to contact me directly should you have any questions or concerns. I would gladly speak with you in person or via phone ###-###-####.

Thank you.

Yours kindly,

Massage Envy Spa Flagstaff

Consumer

Response:

As requested by Revdex.com, I am writing because the company (Massage Envy) DID contact me directly (through email).

It is the same email the owner sent to the Revdex.com in response to my complaint. It explains her point of view, which is not entirely factual. However, it does not say anywhere that my account balance is zero, nor it does not say that they did not "contact a third party" as they threatened in a voice mail, nor that they upheld my signed contract to quit in August 2013. They're a sneaky company and I do not feel this dispute is settled until I have those things in writing!

Thank you for your help.

Sincerely,

Business

Response:

Dear [redacted],

Via Revdex.com you have requested several things in writing. I am responding because I need clarification of what you’re asking for.

Your account has been cancelled, as per your request on 2/18/14 which I confirmed in my last email. There will be no further charges because the account is cancelled. A third party collections agency was not contacted in relation to your account.

You are correct in that you submitted a cancellation form on 6/13/13, and I called and left you a message later that day after we had received it. The cancellation form discloses that all accrued services expire with the cancellation but I wanted you to have the opportunity to use them without incurring additional payments before the cancellation date.

I thought we’d had a very open conversation on 8/15/13, where you understood the benefits of my offer to waive 3 months’ worth of payments, but I respected your instructions to not do anything with the account until you’d thought about it and would call me back when you were not at work. Had you confirmed with me that you wanted your account cancelled in full at that time, I would have complied with your wishes.

There has been nothing underhanded in any of the interactions we have had with you, and every attempt to assist you in utilizing your accrued sessions, waiving payments and placing your account on a rolling freeze have been made clear and have been accurately documented. Your account went into suspension so action could not be taken on it until we had relayed that to you and provided you with options. I continued attempts to contact you but messages from 6/27/13, 7/27/13, 9/25/13, 10/2/13, 10/27/13, 11/27/13, 12/7/13, were not reciprocated.

Perhaps I should have made the decision to cancel your account in full when I didn’t hear back from you after 6/13/13. However, despite the disclosure in the membership agreement & cancellation form that member services expire upon cancellation, I strongly believe that the cancelling member should be well aware and have an opportunity to use these as they cannot be recovered once cancelled. I do believe that it may be more upsetting for a member to not fully understand this which is why it was important to me to have direct contact with you before taking permanent action in cancelling the membership. I apologize if I was in error in this regard.

I do wish to have resolution as you do, if you could please provide me with what I can do to assist in settling your concerns.

Thank you

Kindest regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I want in writing that my account balance is zero. Simple.

It is not my fault she and her staff can not communicate. I DID call back from the beginning, talked with an employee because she was unavailable. I was told I was no longer a member and that [redacted] and my agreement was not possible. Therefore, I want my civil contract to be upheld from 6/13/13.

Regards,

Business

Response:

Dear [redacted],

As per requested, the purpose of this letter is to confirm that your account balance is 0.

If you have any further questions, please do not hesitate to contact me at [redacted]@massageenvyflagstaff.com.

Thank you

Kind regards,

Massage Envy Spa Flagstaff

Review: I was told that in order to cancel I quote "all you have to do to cancel a membership is to give a 30 day written notice". I prompted and asked if there was anything else that was a parameter or circumstance or anything at all that was required in order to cancel and was told "nope just the 30 day written notice". When I called in 8/28/2013 to get a fax number to send in my 30 day written notice the front desk individual told me that I would have to wait and have a manager call me. The manager called me the next day (8/29/2013 at 10:36 am) and told me that I had to wait 6 months from the initial date of my first massage to cancel which she informed me was "doing me a favor" as usually people have to wait a full year to cancel.

These cancelation parameters were not revealed to me initially.Desired Settlement: Cancel the membership, stop billing me

Business

Response:

Please see attached email and valid, signed agreement. Issue has been resolved to client's satisfaction.

Thank you

From: [redacted] [mailto:[redacted]]

Sent: Saturday, August 31, 2013 11:30 PM

To: [redacted]

Subject: Re:

Please cancel my membership and stop further billings. Thank you

very much.

~[redacted]

From: [redacted] <[redacted]>

To: [redacted]

Sent: Friday, August 30, 2013 11:31 AM

Subject:

Hello [redacted],

I understand that you

have expressed your concerns regarding your membership with the Revdex.com and our

Guest Relations Department.

I have attached a copy

of the agreement that was reviewed with you by one of our senior associates,

[redacted]. The first paragraph involves the cancellation of your agreement in

depth. Our assistant manager [redacted] consented to reduce the 12 month to the 6

month membership term.

It appears there was

no error in the explanation of membership benefits or cancellation. However,

upon review of your account notes, I see that our associate [redacted] was incorrect

in telling you there was a 30 day ‘grace period’. Therefore, we take

responsibility for this incorrect information, and I will cancel your account

given that you called within the time-frame that she’d told you.

We do strive for every

communication with a valued client to be precise and accurate and apologize for

any confusion that may have occurred.

I do need the written

permission from you to take any action on your account, I have attached the

cancellation form for your completion. I can also accept a written confirmation

response to this email that you have received this information and allow me to

cancel your account immediately.

I sincerely hope this

helps address your concerns. Please contact me should you have any questions at

[redacted].

Kind regards,

Massage Envy Spa

[redacted],

CLINIC: [redacted]

http://www.massageenvy.com/

www.Facebook.com/meflag

Professional,

Convenient, Affordable Massage and Murad Healthy Skin Facials

Best of [redacted] 2009, 2010, 2011, 2012

Active Supporter of the

American Cancer Society, Shadows Foundation and Arthritis Foundation

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

As seen here in the attachment, my account has been canceled and will no longer be billed. I am satasfied with these terms as I was initially promised (08-13-2013).~Thank-you

Regards,

[redacted].