Massage Envy Spa-Placentia

Hi ***,">My name is *** and I am the director for Massage Envy in PlacentiaHere are the attached documents for complaint from *** *** and all necessary paperworkPlease let me know if you need anything else.
Thank you,
*** ***
Director of Operations NOCW
Massage Envy Spa
***
Fax: ***
Massage Envy PlacentiaE Yorba Linda BlvdPlacentia, CA 92870***Fax- ***
Revdex.com*** *** *** ***
*** *** ** ***
Re: Case #***
To whom it may concern:
The complaint filed against Massage Envy Spa Placentia is invalid due to the following:
Member signed up for a month membership agreeing to the auto renew terms, whichstate membership with continue on a month to month basis until Massage EnvyPlacentia has received a day written noticeMember did not submit day cancellation request until 1/6/Our cancellationpolicy states that we would need a day written noticeAny payments that arescheduled within the days will go through and client will be given appropriate timeto use any remaining servicesMember Concierge tried to contact member multiple times to go over the cancellationrequest without contact due to the voicemail being full(1/20/2015, 1/22/2015,1/27/2015, 1/29/2015, 1/31/2015)
When member was finally able to be contacted through email, the membership wascancelled and resolvedI have attached a blank month membership agreement so you can see our membershipterms I am referring toI did not attach clients to respect the privacy of the clientShould youhave any further remaining questions, please feel free to contact usBest Regards,
*** ***Director of OperationsMassage Envy NOCW

Revdex.comViewridge Ave #200San Diego, CA 92123Re: Case #***To whom it may concern:The complaint filed against Massage Envy Spa Placentia is has been handled and remedied:Member was contacted and spoken to about the complaintWe apologized for theinconvenience this has
caused the clientExplained the situation of the case to the memberMember name in the system wasincorrect as well as the phone number on file due from first appointment being bookedby another party, therefore could not locate her membership in the systemAfter working with the manager of the location, we were able to locate membership.Member had already disputed charged with her credit card companyMember wants to make sure the account did not go into collections and just cancelledIreassured her the account would not go into collectionsThe account has been handledand resolved.Member will be in contact with myself for any other assistance needed as well as relaying moreinformation to the company for learning purposes and training.Best Regards,*** ***Director of OperationsMassage Envy NOCW

Revdex.com474 Viewridge Ave #200San Diego, CA 92123Re: Case #[redacted]To whom it may concern:The complaint filed against Massage Envy Spa Placentia is has been handled and remedied:1. Member was contacted and spoken to about the complaint. We apologized for...

theinconvenience this has caused the client.2. Explained the situation of the case to the member. Member name in the system wasincorrect as well as the phone number on file due from first appointment being bookedby another party, therefore could not locate her membership in the system.3. After working with the manager of the location, we were able to locate membership.Member had already disputed charged with her credit card company.4. Member wants to make sure the account did not go into collections and just cancelled. Ireassured her the account would not go into collections. The account has been handledand resolved.Member will be in contact with myself for any other assistance needed as well as relaying moreinformation to the company for learning purposes and training.Best Regards,[redacted]Director of OperationsMassage Envy NOCW

Review: Purchased a 6 month membership Only. However, the business continues to bill for additional months despite having called 6 times and made 3 trips ahead of the 7th billing cycle to cancel membership. The billing person is never available and when going in person to cancel, the staff onsite says it will be cancelled and they will send the billing person an email. I was already explained the cancellation policy.Desired Settlement: Refund credit card charge of $49.99 on 1/26/15 and cancel future services./billings.

Business

Response:

Hi [redacted],

Review: Around 11/10/14 I went to Massage Envy in Placentia California. I got a massage and paid cash. At that point I decided to enter into a contract to get massages every month for 12 months for $59.99 each. I used my [redacted]'s credit card to sign up. However, on Dec 2014, I called to make my December massage appointment and I was told that I was not in their system. I also tried to get appointments in 01/15, 02/15 and 03/15 but I was unable to because they kept saying I was not in their system. I filed a complaint with [redacted]'s credit card and they were able to credit the charges for 12/14 thru 03/15 for a total of $239.96. However, Massage Envy has continued to charge my [redacted]'s card for the months of 04/15, 05/15 and 06/15; $59.99 for each month. I am very upset with Massage Envy and cannot understand how they continue to bill me but are unable to find me in their system when I call to make an appointment. Please help me resolve this matter by making Message Envy stop billing me for services they have failed to provide. I will file another complaint with [redacted]'s credit card for refund of 03/15 thru 06/15 charges already billed. Thank you in advance for your assistance with this matter.Desired Settlement: I would like Massage Envy to stop the monthly charges of $59.99 that they have been charging to my [redacted]'s credit card since 12/10/14 as they have not provided the services that they said they would provide. I don't want to do business with Massage Envy as they have caused me stress by not helping me resolve this matter.

Business

Response:

Revdex.com474 Viewridge Ave #200San Diego, CA 92123Re: Case #[redacted]To whom it may concern:The complaint filed against Massage Envy Spa Placentia is has been handled and remedied:1. Member was contacted and spoken to about the complaint. We apologized for theinconvenience this has caused the client.2. Explained the situation of the case to the member. Member name in the system wasincorrect as well as the phone number on file due from first appointment being bookedby another party, therefore could not locate her membership in the system.3. After working with the manager of the location, we were able to locate membership.Member had already disputed charged with her credit card company.4. Member wants to make sure the account did not go into collections and just cancelled. Ireassured her the account would not go into collections. The account has been handledand resolved.Member will be in contact with myself for any other assistance needed as well as relaying moreinformation to the company for learning purposes and training.Best Regards,[redacted]Director of OperationsMassage Envy NOCW