Massage Envy Spa Greeley

from: [email protected]: [email protected]: Wed, Oct 7, at 8:AMsubject: Responding to ComplaintAt Massage Envy we always strive to put our customers’ firstWhen a complaint comes in, we investigate the situation to best resolve itIt is never our intention to mislead a guest when explaining our membershipMassage Envy does allow members and guests to use a Flexible Spending Account to cover the cost of their massage and facial sessionsIt is not the responsibility of Massage Envy employees to know the details and requirements of each individual insurance company and how their FSA worksWe provided this client with the appropriate receipts she might need, however, in the end she signed a 12-month agreement to be a member with our company, and we never received paymentAll new members are provided with a copy of their agreement, laying out all of the details of the agreement, even including a 3-day no cost cancellation periodAgain, it is never the intention to misguide any client, as we are in the business of helping people take care of themselves!MASSAGE ENVY SPA GREELEYCenterplace Dr, Unit 706Greeley, CO [email protected]

Hi [redacted] ,We apologize for the delay in our response to you and for the difficulties that you’ve experienced with our clinicAs we have previously discussed, your contract lasts months, with the first payment being billed days after sign-upWe’d be happy to provide you with a copy of your membership agreementWe recently hired a new esthetician who will hopefully be able to better accommodate your scheduleWe hope that you accept our sincere apologies for the miscommunication that you’ve experienced, and we hope that you give us the chance to make things rightPlease give us a call at (970) 330-at your earliest convenience and ask to speak with our manager.Sincerely,Massage Envy GreeleyTell us why here

Our Massage Envy members are required to keep their accounts current to be able to make any changes to the accountYou acknowledged you were aware that you membership was set up to continue on a month-to-month basis after your initial term, which was a 12-month agreementThe payment that was due on August 19, was declined, and was therefore unable to process, making your membership in a past due stateWhen a membership is not kept current, we reach out via phone calls, as well as lettersPlease keep in mind that letters do take longer to arrive in the mail, so sometimes there are residual letters that arrive, even after an account is updatedIt seems as though there are still some misunderstandings about what we were asking you to do in order to cancelAgain, since members are asked to keep their memberships current in order to make any changes, what our clinic staff was asking of you was to update the past due payment that was due as of August 19, before being able to make your requested change, which was in this case cancelling your membershipPer membership agreements, we needed notice in writing to be able to honor any cancellation requestsWe were unable to email the form you were requesting due to a past due accountWe didn't receive your updated payment or notice in writing until September 12, which is why we were unable to honor the date you wrote on your form, since that was the first date your membership payments were caught upHad you provided new card information over the phone, we would then have been able to provide the cancellation form via emailSince your account was first updated on September 12, our 10-day notice of cancellation terminates your membership as of September 22, Any payments that fell within these ten days would have processed, which yours would have been due September What we can do and have already done for you is waive the last payment that would have processed on September 19, 2017, due to the circumstances and misunderstanding.We hear your frustration, and apologize for all of the miscommunicationAs of right now, you will not be billed anything further for your account, and are able to disregard any letters attempting to collect the previous debt owed going further for your account, since there might be residual letters that are still in the USPS mailing systemYou have services available to use at any location before they expire on November 21, 2017, which is days after your termination date

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted] ***

We have stepped outside of our policies to honor this cancellation due to the misunderstanding of the clientWe do ask for days notice to cancel, otherwise, per signed membership agreements, which hers is attached showing her initialed understanding of said cancellation policy; meaning if any payments fall within the day period after submission of said cancellation request form has been received, that payment will run throughHowever, [redacted] 's membership is cancelled and will not have any future payments, again, due to misunderstanding on the client's behalf

Hi ***,
We apologize for the
delay in our response to you and for the difficulties that you’ve experienced with our clinicAs we have previously discussed, your contract lasts months, with the first payment being billed days after sign-upWe’d be happy to provide you with a copy of your membership agreementWe recently hired a new esthetician who will hopefully be able to better accommodate your scheduleWe hope that you accept our sincere apologies for the miscommunication that you’ve experienced, and we hope that you give us the chance to make things rightPlease give us a call at (970) 330-2220 at your earliest convenience and ask to speak with our managerSincerely,
Massage Envy GreeleyTell us why here

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I have read the message from the business that I submitted my complaint aboutI am sorry but it is still not clear at all if I am getting resolution of my complaint. The issue is that ME Greeley continues to try to charge me monthly fees even though I cancelled my membership which should be effective September Since August, I have spoken to people at the Greeley store and I requested that a cancellation form be emailed to me so that I could email it backThe cancellation form was never emailed to meFurther conversations with another employee (male) and finally the very rude Manager culminated in them telling me that if I don't go in to the office and reactivate my account (with a credit card number) and sign a cancellation form I would be obligated to monthly fees that will eventually go to collections. So, under threat of collections, I went in to the store, gave another $50, signed the cancellation form and dated it September 1. Your rude ME Greeley manager said she would not honor it. WHY? The Greeley store employees said they work with people who move. And, I received another bill yesterday that says I owe $by September 22nd. I am assuming that if I don't pay this additional $50, that ME will again deactivate my account and will again require me to pay another $to reactivate the account in order to cancel itTHIS is the issue and this is the ridiculous circular membership trap that ME sets for peopleSo, is THIS what ME plans for me at this point? My resolution would be ME Greeley not charging my credit card any more. Is this my resolution or not?Thank you for sending me my initialed agreement which says I can email in membership cancellation requests and that I may have other cancellation rights per state law. Your employees clearly don't know the ME membership requirements. Please respond back and assure me that I do not owe ME another $by September 22ndThis is my resolution. ***

from: [email protected]: [email protected]: Wed, Oct 7, 2015 at 8:46 AMsubject: Responding to ComplaintAt Massage Envy we always strive to put our customers’ first. When a complaint comes in, we investigate the situation to best resolve it. It is never our intention to mislead a...

guest when explaining our membership. Massage Envy does allow members and guests to use a Flexible Spending Account to cover the cost of their massage and facial sessions. It is not the responsibility of Massage Envy employees to know the details and requirements of each individual insurance company and how their FSA works. We provided this client with the appropriate receipts she might need, however, in the end she signed a 12-month agreement to be a member with our company, and we never received payment. All new members are provided with a copy of their agreement, laying out all of the details of the agreement, even including a 3-day no cost cancellation period. Again, it is never the intention to misguide any client, as we are in the business of helping people take care of themselves!MASSAGE ENVY SPA GREELEY4206 Centerplace Dr, Unit 706Greeley, CO [email protected]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

from: [email protected]: [email protected]: Wed, Oct 7, 2015 at 8:46 AMsubject: Responding to Complaint
At Massage...

Envy we always strive to put our customers’ first. When a complaint comes in, we investigate the situation to best resolve it. It is never our intention to mislead a guest when explaining our membership. Massage Envy does allow members and guests to use a Flexible Spending Account to cover the cost of their massage and facial sessions. It is not the responsibility of Massage Envy employees to know the details and requirements of each individual insurance company and how their FSA works. We provided this client with the appropriate receipts she might need, however, in the end she signed a 12-month agreement to be a member with our company, and we never received payment. All new members are provided with a copy of their agreement, laying out all of the details of the agreement, even including a 3-day no cost cancellation period. Again, it is never the intention to misguide any client, as we are in the business of helping people take care of themselves!MASSAGE ENVY SPA GREELEY4206 Centerplace Dr, Unit 706Greeley, CO [email protected]

Hi [redacted],We apologize for the delay in our response to you and for the difficulties that you’ve experienced with our clinic. As we have previously discussed, your contract lasts 12 months, with the first payment being billed 30 days after sign-up. We’d be happy to provide you with a copy of your...

membership agreement. We recently hired a new esthetician who will hopefully be able to better accommodate your schedule. We hope that you accept our sincere apologies for the miscommunication that you’ve experienced, and we hope that you give us the chance to make things right. Please give us a call at (970) 330-2220 at your earliest convenience and ask to speak with our manager.Sincerely,Massage Envy GreeleyTell us why here...

Our Massage Envy members are required to keep their accounts current to be able to make any changes to the account. You acknowledged you were aware that you membership was set up to continue on a month-to-month basis after your initial term, which was a 12-month agreement. The payment that was due on August 19, 2017 was declined, and was therefore unable to process, making your membership in a past due state. When a membership is not kept current, we reach out via phone calls, as well as letters. Please keep in mind that letters do take longer to arrive in the mail, so sometimes there are residual letters that arrive, even after an account is updated. It seems as though there are still some misunderstandings about what we were asking you to do in order to cancel. Again, since members are asked to keep their memberships current in order to make any changes, what our clinic staff was asking of you was to update the past due payment that was due as of August 19, 2017 before being able to make your requested change, which was in this case cancelling your membership. Per membership agreements, we needed notice in writing to be able to honor any cancellation requests. We were unable to email the form you were requesting due to a past due account. We didn't receive your updated payment or notice in writing until September 12, which is why we were unable to honor the date you wrote on your form, since that was the first date your membership payments were caught up. Had you provided new card information over the phone, we would then have been able to provide the cancellation form via email. Since your account was first updated on September 12, our 10-day notice of cancellation terminates your membership as of September 22, 2017. Any payments that fell within these ten days would have processed, which yours would have been due September 19. What we can do and have already done for you is waive the last payment that would have processed on September 19, 2017, due to the circumstances and misunderstanding.We hear your frustration, and apologize for all of the miscommunication. As of right now, you will not be billed anything further for your account, and are able to disregard any letters attempting to collect the previous debt owed going further for your account, since there might be residual letters that are still in the USPS mailing system. You have 2.5 services available to use at any location before they expire on November 21, 2017, which is 60 days after your termination date.

We have stepped outside of our policies to honor this cancellation due to the misunderstanding of the client. We do ask for 10 days notice to cancel, otherwise, per signed membership agreements, which hers is attached showing her initialed understanding of said cancellation policy; meaning if any...

payments fall within the 10 day period after submission of said cancellation request form has been received, that payment will run through. However, [redacted]'s membership is cancelled and will not have any future payments, again, due to misunderstanding on the client's behalf.