Massage Envy Spa ~ West Springfield

No refunds on a gift certificate that recipient was refused massage.My 92 year old mother bought a gift certificate for my sister as a birthday gift. They refused the massage due to health issues but refused to return the money for the gift certificate. Also has my sister's credit card number in their files that they will not remove even though she can not use their services. How can they keep money for services that they never did???Desired SettlementPlease have the money returned as my mother lives on a fixed income and cannot afford to give it to a company that did not render services.Business Response On [redacted] came to visit our location. She sat down with [redacted], one of our Wellness Consultants to review on how to customize her session. During this conversation, she made us aware of a medical condition by the name of Spinal Stenosis. [redacted] let her know that due to the diagnosis, we would need to speak with one of our Licensed Massage Therapists to make sure we were able to provide her service. After speaking with 3 of our Licensed Massage Therapists, it turns out that with out doctors approval, Spinal Stenosis is a contraindication to Massage Therapy and our therapists did not feel comfortable working on Rosemary without the approval of her doctor. [redacted] (Assistant Spa Manager) sat down with Rosemary and explained this to her. She also let her know that this was all in the interest of her health and well being. Rosemary demanded that the gift card she was planning on using be refunded. At that time [redacted] did explain that similar to thousands of other retailers that provide gift cards, that a refund was against Massage Envy policy. We did let her know that the gift card would not expire, is fully transferable, and if we received a Doctor's note clearing her for body work, we would love to see her back. She was not happy with [redacted] response, took back her gift card and left abruptly. We felt terrible that we were not able to provide her body work at the time of her appointment, but it is our job as a licensed and professional establishment to not only follow our policies, but to do what is in the best interest of each and every client. As we told [redacted] her gift card will never expire and we welcome her into our Spa as long as we receive medical clearance that it is safe for her to receive Massage Therapy. We also offer [redacted] Healthy Skin Facials, which Spinal Stenosis is not a contraindicator of, so [redacted] can also book one of those at her leisure. I welcome any dialogue with either [redacted], or their mother to further clarify their options and hopefully get her booked for a future service.Regards, [redacted]Franchise OwnerMassage Envy Spa~West Springfield 935 Riverdale StreetSuite G100West Springfield, MA XXXXX (XXX) XXX-XXXX[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)First of all, [redacted] specifically wanted to use the gift card for a massage not a facial. In addition, the establishment never mentioned that there is a no refund policy involving their gift cards. If they did, it certainly would have changed our mind about getting a gift card there. They should have explained that if there are medical problems it would have to be cleared by a physician before receiving a massage. This to me is a blatant case of fraud. Thank You Revdex.com for your time in this matter.

I had signed up for a membership for 59.99 month at Massage envy spa on 9/5/2014. [redacted] (store manager) told me after I asked her numerous questions that the membership can be cancelled at anytime with just me coming to the store or emailing a request. Yesterday I submitted a request to her to cancel my membership and I also sent the same email to cooperate. She returned my call and said that I cannot cancel my membership until the end of my TERM . The (TERM) which is the word they use and are not telling their clients means 12 months (one year) and the only way to cancel is with a Doctors note saying you cant get a massage or facial or if you live 25 miles from a massage envy spa (which they have franchises all around). Also since a medical form was filled out before saying any pre-existing conditions she says they can use that to deny cancellation. She says my only option is to freeze the account but I have to be billed the 59.99 first to qualify for freezing, Freezing just prolongs how much longer I am a member with them. Also after the year the contract it auto renewable unless you put in a notice 30 days before they auto renew your membership. They still want to collect their $719.88 for the year regardless. There is no option like any other company that says you can pay a fee to get out of the contract. Their strategy is a good one, you go there get a massage or facial at their introductory price you are feeling nice and euphoric they immediately come up to you before you check put and offer this amazing deal. By the time you figure out what you did it too late.Product_Or_Service: Massage Envy Spa MembershipAccount_Number:[redacted]Desired SettlementI want my membership cancelled as per my request with [redacted] and with cooperate on 9/12/14, before my first bill on 10/05/14. I Sent them both and email, which I have for my records. I understand some companies have a cancellation fee but this one just wants you to give them $719.88 within that year. [redacted] did not give me that option and offer me the option of a cancellation fee. I would like to have the option to cancel my membership and not be force into a misleading contract.Business Response Contact Name and Title: [redacted], ownerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@massageenvy.comWhen Ms. [redacted] came in for her introductory facial at the member pricing, when her session was complete, we explained our Wellness Program to her. When she agreed to join, we went over the details of the Wellness Agreement with the agreement in front of her. She initialed the agreement in 6 places, and signed the agreement in 2 places. Near the top of the agreement, in bold print, it reads "Your membership term begins on September 05, 2014 and expires on October 05, 2015." The reason it is 13 months is because your first membership dues payment isn't due until October 05, 2014, essentially giving her 30 days of membership benefits before even beginning to pay for the membership. Once you have been a member and paid 12 monthly dues of 59.99 (which earn you a 60 minute massage session for each dues payment), you have the option to have the agreement go into autorenew mode on a month to month basis, or cancel with 30 days written notice anytime AFTER the initial 12 month term. Instead of paying monthly dues of 59.99, a member can also pay the membership in full (($719.88) at any time. A member also has the option to "freeze" the account for up to 6 months during that 12 month term, and any months that are frozen are tacked onto the end of the 12 month agreement. The only way to end the agreement prior to the 12 month term is either with a note from a physician stating that massage therapy is contraindicative to this person's health and they should not receive massage, or if they move outside 25 miles to the nearest Massage Envy Spa. We do not have a cancellation policy, so Ms. [redacted] has a membership agreement to satisfy. We have spoken to her within the last week about her agreement and all of her options, as well as all of the benefits she gets by being a member, and she acknowledged her understanding of the agreement and appeared very receptive to our explanation. That was the last conversation we have had with Ms. [redacted].

On [redacted] I enrolled in 1 yr membership w/ massage envy. I signed the Wellness Membership Agreement on the 26 of every month starting with [redacted] they would take out of my bank 59.99. Their agreement states that to cancellation said membership member would have to show they moved to more than 25 miles away from nearest store or submit physician's statement that you can no longer receive clinic services. All cancelations are to be submitted in writing and will become effective in 30 days from the date the cancellation was processed. I brought in physician's note stating that I had adverse reactions and handed it in on 8/25/14. I have not received any massages/any services from this company to warrant them to keep my money. This is illegal for them to keep money that they have not earned for services they have not provided. This Company is not honoring their agreement, since I HAVE NOT RECEIVED/NOR MEDICALLY CAN I RECEIVE SERVICES - ITS ILLEGAL FOR THEM TO KEEP MY MONEY FOR NO SERVICES. ON [redacted] I CANCEL MY MEMBERSHIP WITH LETTER AND DOCTORS NOTE.(On [redacted] I first time went to Massage Envy since I received a Gift Certificate for my 60 birthday from my daughter for 75.00. I went in and had my massage for 1.5 hours. the next day I had called my physician because I had bruising all over my body and my body hurt a great deal. I went to see Doctor and after having a series of test done, which took a couple of months - I was adviced not to have the massages done since I had an adverse reaction to massage. because of the HIPA laws I do not have to disclouse any other medical detail.)Product_Or_Service: [redacted]Account_Number: MABOSXXXXXXXXDesired SettlementI WANT MY 179.97 FROM THIS COMPANY. I PROVED THAT I CANNOT RECEIVE THE SERVICES DUE TO MEDICAL CONDITION. Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Good Afternoon.My name is [redacted], owner of Massage Envy Spa~West Springfield. In regards to the above complaint, please see the notes from her client file below that we used to document our conversations with her from [redacted] to [redacted] As you can see, the client never mentioned any medical condition to us until August 25th, which was after we had told her that the Agreement states "You may cancel your membership only in the event that: (a) you permanently relocate your residence more than 25 miles away from any Massage Envy or Massage Envy Spa; or (b) a physician certifies that you are unable to receive clinic services." Once we received the Doctor's note from the member, we went ahead and cancelled her membership immediately, which causes all prepaid massages in that member's account to expire as well. Also, that member would not be able to use them per the Dr. note anyway. The client also had a massage booked for [redacted] and cancelled due to a family emergency, so she had full intention of receiving a massage on [redacted] regardless of the ongoing tests she was having performed with her doctor. We tried hard to work with her, giving her all the available options within the Agreement, but she was unresponsive to any suggestions other than cancelling her membership AND refunding her already processed membership dues for the first 3 months. Our Agreement also clearly states "No refunds will be given for any remaining unused sessions." It also states " You are responsible for any and all membership fees incurred until your membership is cancelled in accordance with the terms of this ageement." I can furnish a copy of the complete terms and conditions of our Agreements if necessary. Customer service is paramount to any business's success, and at our Spa we try really hard to work with all of our guests and members to ensure they are all completely satisfied, but unfortunately, we were unable to satisfy Ms. [redacted] with any of our options. Please feel free to contact me directly with any further correspondence regarding this complaint. Again, below are the documented notes from our conversations with Ms. [redacted] I spoke to client and explained that her membership is cancelled, she was adament that she has no interest in using her prepaid massages ( I offered to extend her prepaid massages out so she could either come in for a facial or transfer one to someone else for $10), and I explained we are unable to refund her the 3 prepaids she paid for that she says she no longer can use. Agreement clearly states there are no refunds for unused services, and client has not been pleasant to work with at all, although she was professional on this phone call.- [redacted] Client stormed in today and gave a cancellation notice via doctors note. I explained that I would be happy to take the note and end the agreement however, she does have 3 membership massages in her account and they will expire as soon as I cancel the membership. She was NOT happy about this and wanted her money back for them. I explained that at this time I could not do that for her and she continued in a raised voice "this is illegal I have not received any services and I demand my money back" she proceeded to tell me that we operate as a joke, she would trash us to everyone she knew and she would proceed how she planned. I explained that we are a nation wide franchise, with almost 30 in Mass. alone, and we are not doing anything Illegal and she continued with "oh yes it is you will see" with a very loud and rude tone and walked out. did an immediate cancel of the membership and will talk with [redacted] when he returns. [redacted] client came in today wanting to cancel agreement explained that it was 12 months and she is required to fulfill the entire thing. I went over all the exceptions none of which apply to her (she simply just doesn't have time and is stressed by her parents being in the hospital and can't make appts. because her schedule is always changing) I explained the freeze option, but she wasn't interested but I gave her the freeze form to fill out if she changes her mind I did remind her that if that was the case sometimes it may help even for a few months. [redacted] please have this client upgrade their medical form. - [redacted] spoke with client today about declined EFT payment. she said she gets paid on Friday [redacted] (biweekly schedule) and it will be clear to run on that date. I let her know that if it doesnt clear we will give her a call - also told client that she has two prepaid massages available and asked if she wanted to book an appt for next weekend after she becomes unsuspended and she said not right now because both of her parents (85/87) are very sick and are in and out of the hospital. She will call back when she is ready to book. [redacted] Client called at 1145am saying she unfortunately has to cancel her 3pm appointment. She has to take her father to the emergency room. Client was very apologetic and sincere. I did explain that normally there is a 50% charge but because she has never cancelled on us as well as it was an emergency we will go ahead and waive the fee and this is a FREE PASS- [redacted]Sincerely, [redacted]

No refunds on a gift certificate that recipient was refused massage.My 92 year old mother bought a gift certificate for my sister as a birthday gift. They refused the massage due to health issues but refused to return the money for the gift certificate. Also has my sister's credit card number in their files that they will not remove even though she can not use their services. How can they keep money for services that they never did???Desired SettlementPlease have the money returned as my mother lives on a fixed income and cannot afford to give it to a company that did not render services.Business Response On [redacted] came to visit our location. She sat down with [redacted], one of our Wellness Consultants to review on how to customize her session. During this conversation, she made us aware of a medical condition by the name of Spinal Stenosis. [redacted] let her know that due to the diagnosis, we would need to speak with one of our Licensed Massage Therapists to make sure we were able to provide her service. After speaking with 3 of our Licensed Massage Therapists, it turns out that with out doctors approval, Spinal Stenosis is a contraindication to Massage Therapy and our therapists did not feel comfortable working on Rosemary without the approval of her doctor. [redacted] (Assistant Spa Manager) sat down with Rosemary and explained this to her. She also let her know that this was all in the interest of her health and well being. Rosemary demanded that the gift card she was planning on using be refunded. At that time [redacted] did explain that similar to thousands of other retailers that provide gift cards, that a refund was against Massage Envy policy. We did let her know that the gift card would not expire, is fully transferable, and if we received a Doctor's note clearing her for body work, we would love to see her back. She was not happy with [redacted] response, took back her gift card and left abruptly. We felt terrible that we were not able to provide her body work at the time of her appointment, but it is our job as a licensed and professional establishment to not only follow our policies, but to do what is in the best interest of each and every client. As we told [redacted] her gift card will never expire and we welcome her into our Spa as long as we receive medical clearance that it is safe for her to receive Massage Therapy. We also offer [redacted] Healthy Skin Facials, which Spinal Stenosis is not a contraindicator of, so [redacted] can also book one of those at her leisure. I welcome any dialogue with either [redacted], or their mother to further clarify their options and hopefully get her booked for a future service.Regards, [redacted]Franchise OwnerMassage Envy Spa~West Springfield 935 Riverdale StreetSuite G100West Springfield, MA XXXXX (XXX) XXX-XXXX[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)First of all, [redacted] specifically wanted to use the gift card for a massage not a facial. In addition, the establishment never mentioned that there is a no refund policy involving their gift cards. If they did, it certainly would have changed our mind about getting a gift card there. They should have explained that if there are medical problems it would have to be cleared by a physician before receiving a massage. This to me is a blatant case of fraud. Thank You Revdex.com for your time in this matter.

I had signed up for a membership for 59.99 month at Massage envy spa on 9/5/2014. [redacted] (store manager) told me after I asked her numerous questions that the membership can be cancelled at anytime with just me coming to the store or emailing a request. Yesterday I submitted a request to her to cancel my membership and I also sent the same email to cooperate. She returned my call and said that I cannot cancel my membership until the end of my TERM . The (TERM) which is the word they use and are not telling their clients means 12 months (one year) and the only way to cancel is with a Doctors note saying you cant get a massage or facial or if you live 25 miles from a massage envy spa (which they have franchises all around). Also since a medical form was filled out before saying any pre-existing conditions she says they can use that to deny cancellation. She says my only option is to freeze the account but I have to be billed the 59.99 first to qualify for freezing, Freezing just prolongs how much longer I am a member with them. Also after the year the contract it auto renewable unless you put in a notice 30 days before they auto renew your membership. They still want to collect their $719.88 for the year regardless. There is no option like any other company that says you can pay a fee to get out of the contract. Their strategy is a good one, you go there get a massage or facial at their introductory price you are feeling nice and euphoric they immediately come up to you before you check put and offer this amazing deal. By the time you figure out what you did it too late.Product_Or_Service: Massage Envy Spa MembershipAccount_Number:[redacted]Desired SettlementI want my membership cancelled as per my request with [redacted] and with cooperate on 9/12/14, before my first bill on 10/05/14. I Sent them both and email, which I have for my records. I understand some companies have a cancellation fee but this one just wants you to give them $719.88 within that year. [redacted] did not give me that option and offer me the option of a cancellation fee. I would like to have the option to cancel my membership and not be force into a misleading contract.Business Response Contact Name and Title: [redacted], ownerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@massageenvy.comWhen Ms. [redacted] came in for her introductory facial at the member pricing, when her session was complete, we explained our Wellness Program to her. When she agreed to join, we went over the details of the Wellness Agreement with the agreement in front of her. She initialed the agreement in 6 places, and signed the agreement in 2 places. Near the top of the agreement, in bold print, it reads "Your membership term begins on September 05, 2014 and expires on October 05, 2015." The reason it is 13 months is because your first membership dues payment isn't due until October 05, 2014, essentially giving her 30 days of membership benefits before even beginning to pay for the membership. Once you have been a member and paid 12 monthly dues of 59.99 (which earn you a 60 minute massage session for each dues payment), you have the option to have the agreement go into autorenew mode on a month to month basis, or cancel with 30 days written notice anytime AFTER the initial 12 month term. Instead of paying monthly dues of 59.99, a member can also pay the membership in full (($719.88) at any time. A member also has the option to "freeze" the account for up to 6 months during that 12 month term, and any months that are frozen are tacked onto the end of the 12 month agreement. The only way to end the agreement prior to the 12 month term is either with a note from a physician stating that massage therapy is contraindicative to this person's health and they should not receive massage, or if they move outside 25 miles to the nearest Massage Envy Spa. We do not have a cancellation policy, so Ms. [redacted] has a membership agreement to satisfy. We have spoken to her within the last week about her agreement and all of her options, as well as all of the benefits she gets by being a member, and she acknowledged her understanding of the agreement and appeared very receptive to our explanation. That was the last conversation we have had with Ms. [redacted].

On [redacted] I enrolled in 1 yr membership w/ massage envy. I signed the Wellness Membership Agreement on the 26 of every month starting with [redacted] they would take out of my bank 59.99. Their agreement states that to cancellation said membership member would have to show they moved to more than 25 miles away from nearest store or submit physician's statement that you can no longer receive clinic services. All cancelations are to be submitted in writing and will become effective in 30 days from the date the cancellation was processed. I brought in physician's note stating that I had adverse reactions and handed it in on 8/25/14. I have not received any massages/any services from this company to warrant them to keep my money. This is illegal for them to keep money that they have not earned for services they have not provided. This Company is not honoring their agreement, since I HAVE NOT RECEIVED/NOR MEDICALLY CAN I RECEIVE SERVICES - ITS ILLEGAL FOR THEM TO KEEP MY MONEY FOR NO SERVICES. ON [redacted] I CANCEL MY MEMBERSHIP WITH LETTER AND DOCTORS NOTE.(On [redacted] I first time went to Massage Envy since I received a Gift Certificate for my 60 birthday from my daughter for 75.00. I went in and had my massage for 1.5 hours. the next day I had called my physician because I had bruising all over my body and my body hurt a great deal. I went to see Doctor and after having a series of test done, which took a couple of months - I was adviced not to have the massages done since I had an adverse reaction to massage. because of the HIPA laws I do not have to disclouse any other medical detail.)Product_Or_Service: [redacted]Account_Number: MABOSXXXXXXXXDesired SettlementI WANT MY 179.97 FROM THIS COMPANY. I PROVED THAT I CANNOT RECEIVE THE SERVICES DUE TO MEDICAL CONDITION. Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Good Afternoon.My name is [redacted], owner of Massage Envy Spa~West Springfield. In regards to the above complaint, please see the notes from her client file below that we used to document our conversations with her from [redacted] to [redacted] As you can see, the client never mentioned any medical condition to us until August 25th, which was after we had told her that the Agreement states "You may cancel your membership only in the event that: (a) you permanently relocate your residence more than 25 miles away from any Massage Envy or Massage Envy Spa; or (b) a physician certifies that you are unable to receive clinic services." Once we received the Doctor's note from the member, we went ahead and cancelled her membership immediately, which causes all prepaid massages in that member's account to expire as well. Also, that member would not be able to use them per the Dr. note anyway. The client also had a massage booked for [redacted] and cancelled due to a family emergency, so she had full intention of receiving a massage on [redacted] regardless of the ongoing tests she was having performed with her doctor. We tried hard to work with her, giving her all the available options within the Agreement, but she was unresponsive to any suggestions other than cancelling her membership AND refunding her already processed membership dues for the first 3 months. Our Agreement also clearly states "No refunds will be given for any remaining unused sessions." It also states " You are responsible for any and all membership fees incurred until your membership is cancelled in accordance with the terms of this ageement." I can furnish a copy of the complete terms and conditions of our Agreements if necessary. Customer service is paramount to any business's success, and at our Spa we try really hard to work with all of our guests and members to ensure they are all completely satisfied, but unfortunately, we were unable to satisfy Ms. [redacted] with any of our options. Please feel free to contact me directly with any further correspondence regarding this complaint. Again, below are the documented notes from our conversations with Ms. [redacted] I spoke to client and explained that her membership is cancelled, she was adament that she has no interest in using her prepaid massages ( I offered to extend her prepaid massages out so she could either come in for a facial or transfer one to someone else for $10), and I explained we are unable to refund her the 3 prepaids she paid for that she says she no longer can use. Agreement clearly states there are no refunds for unused services, and client has not been pleasant to work with at all, although she was professional on this phone call.- [redacted] Client stormed in today and gave a cancellation notice via doctors note. I explained that I would be happy to take the note and end the agreement however, she does have 3 membership massages in her account and they will expire as soon as I cancel the membership. She was NOT happy about this and wanted her money back for them. I explained that at this time I could not do that for her and she continued in a raised voice "this is illegal I have not received any services and I demand my money back" she proceeded to tell me that we operate as a joke, she would trash us to everyone she knew and she would proceed how she planned. I explained that we are a nation wide franchise, with almost 30 in Mass. alone, and we are not doing anything Illegal and she continued with "oh yes it is you will see" with a very loud and rude tone and walked out. did an immediate cancel of the membership and will talk with [redacted] when he returns. [redacted] client came in today wanting to cancel agreement explained that it was 12 months and she is required to fulfill the entire thing. I went over all the exceptions none of which apply to her (she simply just doesn't have time and is stressed by her parents being in the hospital and can't make appts. because her schedule is always changing) I explained the freeze option, but she wasn't interested but I gave her the freeze form to fill out if she changes her mind I did remind her that if that was the case sometimes it may help even for a few months. [redacted] please have this client upgrade their medical form. - [redacted] spoke with client today about declined EFT payment. she said she gets paid on Friday [redacted] (biweekly schedule) and it will be clear to run on that date. I let her know that if it doesnt clear we will give her a call - also told client that she has two prepaid massages available and asked if she wanted to book an appt for next weekend after she becomes unsuspended and she said not right now because both of her parents (85/87) are very sick and are in and out of the hospital. She will call back when she is ready to book. [redacted] Client called at 1145am saying she unfortunately has to cancel her 3pm appointment. She has to take her father to the emergency room. Client was very apologetic and sincere. I did explain that normally there is a 50% charge but because she has never cancelled on us as well as it was an emergency we will go ahead and waive the fee and this is a FREE PASS- [redacted]Sincerely, [redacted]

I had signed up for a membership for 59.99 month at Massage envy spa on 9/5/2014. [redacted] (store manager) told me after I asked her numerous questions that the membership can be cancelled at anytime with just me coming to the store or emailing a request. Yesterday I submitted a request to her to cancel my membership and I also sent the same email to cooperate. She returned my call and said that I cannot cancel my membership until the end of my TERM . The (TERM) which is the word they use and are not telling their clients means 12 months (one year) and the only way to cancel is with a Doctors note saying you cant get a massage or facial or if you live 25 miles from a massage envy spa (which they have franchises all around). Also since a medical form was filled out before saying any pre-existing conditions she says they can use that to deny cancellation. She says my only option is to freeze the account but I have to be billed the 59.99 first to qualify for freezing, Freezing just prolongs how much longer I am a member with them. Also after the year the contract it auto renewable unless you put in a notice 30 days before they auto renew your membership. They still want to collect their $719.88 for the year regardless. There is no option like any other company that says you can pay a fee to get out of the contract. Their strategy is a good one, you go there get a massage or facial at their introductory price you are feeling nice and euphoric they immediately come up to you before you check put and offer this amazing deal. By the time you figure out what you did it too late.Product_Or_Service: Massage Envy Spa MembershipAccount_Number:[redacted]Desired SettlementI want my membership cancelled as per my request with [redacted] and with cooperate on 9/12/14, before my first bill on 10/05/14. I Sent them both and email, which I have for my records. I understand some companies have a cancellation fee but this one just wants you to give them $719.88 within that year. [redacted] did not give me that option and offer me the option of a cancellation fee. I would like to have the option to cancel my membership and not be force into a misleading contract.Business Response Contact Name and Title: [redacted], ownerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@massageenvy.comWhen Ms. [redacted] came in for her introductory facial at the member pricing, when her session was complete, we explained our Wellness Program to her. When she agreed to join, we went over the details of the Wellness Agreement with the agreement in front of her. She initialed the agreement in 6 places, and signed the agreement in 2 places. Near the top of the agreement, in bold print, it reads "Your membership term begins on September 05, 2014 and expires on October 05, 2015." The reason it is 13 months is because your first membership dues payment isn't due until October 05, 2014, essentially giving her 30 days of membership benefits before even beginning to pay for the membership. Once you have been a member and paid 12 monthly dues of 59.99 (which earn you a 60 minute massage session for each dues payment), you have the option to have the agreement go into autorenew mode on a month to month basis, or cancel with 30 days written notice anytime AFTER the initial 12 month term. Instead of paying monthly dues of 59.99, a member can also pay the membership in full (($719.88) at any time. A member also has the option to "freeze" the account for up to 6 months during that 12 month term, and any months that are frozen are tacked onto the end of the 12 month agreement. The only way to end the agreement prior to the 12 month term is either with a note from a physician stating that massage therapy is contraindicative to this person's health and they should not receive massage, or if they move outside 25 miles to the nearest Massage Envy Spa. We do not have a cancellation policy, so Ms. [redacted] has a membership agreement to satisfy. We have spoken to her within the last week about her agreement and all of her options, as well as all of the benefits she gets by being a member, and she acknowledged her understanding of the agreement and appeared very receptive to our explanation. That was the last conversation we have had with Ms. [redacted].

On [redacted] I enrolled in 1 yr membership w/ massage envy. I signed the Wellness Membership Agreement on the 26 of every month starting with [redacted] they would take out of my bank 59.99. Their agreement states that to cancellation said membership member would have to show they moved to more than 25 miles away from nearest store or submit physician's statement that you can no longer receive clinic services. All cancelations are to be submitted in writing and will become effective in 30 days from the date the cancellation was processed. I brought in physician's note stating that I had adverse reactions and handed it in on 8/25/14. I have not received any massages/any services from this company to warrant them to keep my money. This is illegal for them to keep money that they have not earned for services they have not provided. This Company is not honoring their agreement, since I HAVE NOT RECEIVED/NOR MEDICALLY CAN I RECEIVE SERVICES - ITS ILLEGAL FOR THEM TO KEEP MY MONEY FOR NO SERVICES. ON [redacted] I CANCEL MY MEMBERSHIP WITH LETTER AND DOCTORS NOTE.(On [redacted] I first time went to Massage Envy since I received a Gift Certificate for my 60 birthday from my daughter for 75.00. I went in and had my massage for 1.5 hours. the next day I had called my physician because I had bruising all over my body and my body hurt a great deal. I went to see Doctor and after having a series of test done, which took a couple of months - I was adviced not to have the massages done since I had an adverse reaction to massage. because of the HIPA laws I do not have to disclouse any other medical detail.)Product_Or_Service: [redacted]Account_Number: MABOSXXXXXXXXDesired SettlementI WANT MY 179.97 FROM THIS COMPANY. I PROVED THAT I CANNOT RECEIVE THE SERVICES DUE TO MEDICAL CONDITION. Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Good Afternoon.My name is [redacted], owner of Massage Envy Spa~West Springfield. In regards to the above complaint, please see the notes from her client file below that we used to document our conversations with her from [redacted] to [redacted] As you can see, the client never mentioned any medical condition to us until August 25th, which was after we had told her that the Agreement states "You may cancel your membership only in the event that: (a) you permanently relocate your residence more than 25 miles away from any Massage Envy or Massage Envy Spa; or (b) a physician certifies that you are unable to receive clinic services." Once we received the Doctor's note from the member, we went ahead and cancelled her membership immediately, which causes all prepaid massages in that member's account to expire as well. Also, that member would not be able to use them per the Dr. note anyway. The client also had a massage booked for [redacted] and cancelled due to a family emergency, so she had full intention of receiving a massage on [redacted] regardless of the ongoing tests she was having performed with her doctor. We tried hard to work with her, giving her all the available options within the Agreement, but she was unresponsive to any suggestions other than cancelling her membership AND refunding her already processed membership dues for the first 3 months. Our Agreement also clearly states "No refunds will be given for any remaining unused sessions." It also states " You are responsible for any and all membership fees incurred until your membership is cancelled in accordance with the terms of this ageement." I can furnish a copy of the complete terms and conditions of our Agreements if necessary. Customer service is paramount to any business's success, and at our Spa we try really hard to work with all of our guests and members to ensure they are all completely satisfied, but unfortunately, we were unable to satisfy Ms. [redacted] with any of our options. Please feel free to contact me directly with any further correspondence regarding this complaint. Again, below are the documented notes from our conversations with Ms. [redacted] I spoke to client and explained that her membership is cancelled, she was adament that she has no interest in using her prepaid massages ( I offered to extend her prepaid massages out so she could either come in for a facial or transfer one to someone else for $10), and I explained we are unable to refund her the 3 prepaids she paid for that she says she no longer can use. Agreement clearly states there are no refunds for unused services, and client has not been pleasant to work with at all, although she was professional on this phone call.- [redacted] Client stormed in today and gave a cancellation notice via doctors note. I explained that I would be happy to take the note and end the agreement however, she does have 3 membership massages in her account and they will expire as soon as I cancel the membership. She was NOT happy about this and wanted her money back for them. I explained that at this time I could not do that for her and she continued in a raised voice "this is illegal I have not received any services and I demand my money back" she proceeded to tell me that we operate as a joke, she would trash us to everyone she knew and she would proceed how she planned. I explained that we are a nation wide franchise, with almost 30 in Mass. alone, and we are not doing anything Illegal and she continued with "oh yes it is you will see" with a very loud and rude tone and walked out. did an immediate cancel of the membership and will talk with [redacted] when he returns. [redacted] client came in today wanting to cancel agreement explained that it was 12 months and she is required to fulfill the entire thing. I went over all the exceptions none of which apply to her (she simply just doesn't have time and is stressed by her parents being in the hospital and can't make appts. because her schedule is always changing) I explained the freeze option, but she wasn't interested but I gave her the freeze form to fill out if she changes her mind I did remind her that if that was the case sometimes it may help even for a few months. [redacted] please have this client upgrade their medical form. - [redacted] spoke with client today about declined EFT payment. she said she gets paid on Friday [redacted] (biweekly schedule) and it will be clear to run on that date. I let her know that if it doesnt clear we will give her a call - also told client that she has two prepaid massages available and asked if she wanted to book an appt for next weekend after she becomes unsuspended and she said not right now because both of her parents (85/87) are very sick and are in and out of the hospital. She will call back when she is ready to book. [redacted] Client called at 1145am saying she unfortunately has to cancel her 3pm appointment. She has to take her father to the emergency room. Client was very apologetic and sincere. I did explain that normally there is a 50% charge but because she has never cancelled on us as well as it was an emergency we will go ahead and waive the fee and this is a FREE PASS- [redacted]Sincerely, [redacted]

Quoted a price for services, was billed double and told by business that it's not their policy to credit customer for their mistakeBooked a massage for my wife, was told price was [redacted] since it was a good price I told them to add on a [redacted] tip for the massage. Then I look at my account and see a charge for [redacted] that's a $40 increase above the quoted rate and price. When I called them to ask, they informed me that it was their mistake on the originally quoted price and that they wouldn't be crediting me for their mistake. I asked that the [redacted] tip be credited back, which would still leave them overcharging me $20, and was told that they can't credit this back and it was their fault but no credit would be given. Bad business practice if you ask me!?!?Desired SettlementI would like to see the additional charge, no matter how small [redacted] credited back to my account. Quoting a price and then billing at a different price is a deceptive business practice.Business Response Contact Name and Title: [redacted], ownerContact Phone: XXX-XXX-XXXXContact Email: [redacted]I just spoke with Mr. [redacted], and we came to an agreement that we both are comfortable with. We have refunded him back a portion of what he paid and also made his wife a Valued Guest in our system so she can receive a discount in the future off of our non member rates. He was very pleased with the conversation and told me he would be removing his complaint with the Revdex.com as a result of our conversation. Please let me know when the complaint is removed. Thank You.Consumer Response

On [redacted] I enrolled in 1 yr membership w/ massage envy. I signed the Wellness Membership Agreement on the 26 of every month starting with [redacted] they would take out of my bank 59.99. Their agreement states that to cancellation said membership member would have to show they moved to more than 25 miles away from nearest store or submit physician's statement that you can no longer receive clinic services. All cancelations are to be submitted in writing and will become effective in 30 days from the date the cancellation was processed. I brought in physician's note stating that I had adverse reactions and handed it in on 8/25/14. I have not received any massages/any services from this company to warrant them to keep my money. This is illegal for them to keep money that they have not earned for services they have not provided. This Company is not honoring their agreement, since I HAVE NOT RECEIVED/NOR MEDICALLY CAN I RECEIVE SERVICES - ITS ILLEGAL FOR THEM TO KEEP MY MONEY FOR NO SERVICES. ON [redacted] I CANCEL MY MEMBERSHIP WITH LETTER AND DOCTORS NOTE.(On [redacted] I first time went to Massage Envy since I received a Gift Certificate for my 60 birthday from my daughter for 75.00. I went in and had my massage for 1.5 hours. the next day I had called my physician because I had bruising all over my body and my body hurt a great deal. I went to see Doctor and after having a series of test done, which took a couple of months - I was adviced not to have the massages done since I had an adverse reaction to massage. because of the HIPA laws I do not have to disclouse any other medical detail.)Product_Or_Service: [redacted]Account_Number: MABOSXXXXXXXXDesired SettlementI WANT MY 179.97 FROM THIS COMPANY. I PROVED THAT I CANNOT RECEIVE THE SERVICES DUE TO MEDICAL CONDITION. Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Good Afternoon.My name is [redacted], owner of Massage Envy Spa~West Springfield. In regards to the above complaint, please see the notes from her client file below that we used to document our conversations with her from [redacted] to [redacted] As you can see, the client never mentioned any medical condition to us until August 25th, which was after we had told her that the Agreement states "You may cancel your membership only in the event that: (a) you permanently relocate your residence more than 25 miles away from any Massage Envy or Massage Envy Spa; or (b) a physician certifies that you are unable to receive clinic services." Once we received the Doctor's note from the member, we went ahead and cancelled her membership immediately, which causes all prepaid massages in that member's account to expire as well. Also, that member would not be able to use them per the Dr. note anyway. The client also had a massage booked for [redacted] and cancelled due to a family emergency, so she had full intention of receiving a massage on [redacted] regardless of the ongoing tests she was having performed with her doctor. We tried hard to work with her, giving her all the available options within the Agreement, but she was unresponsive to any suggestions other than cancelling her membership AND refunding her already processed membership dues for the first 3 months. Our Agreement also clearly states "No refunds will be given for any remaining unused sessions." It also states " You are responsible for any and all membership fees incurred until your membership is cancelled in accordance with the terms of this ageement." I can furnish a copy of the complete terms and conditions of our Agreements if necessary. Customer service is paramount to any business's success, and at our Spa we try really hard to work with all of our guests and members to ensure they are all completely satisfied, but unfortunately, we were unable to satisfy Ms. [redacted] with any of our options. Please feel free to contact me directly with any further correspondence regarding this complaint. Again, below are the documented notes from our conversations with Ms. [redacted] I spoke to client and explained that her membership is cancelled, she was adament that she has no interest in using her prepaid massages ( I offered to extend her prepaid massages out so she could either come in for a facial or transfer one to someone else for $10), and I explained we are unable to refund her the 3 prepaids she paid for that she says she no longer can use. Agreement clearly states there are no refunds for unused services, and client has not been pleasant to work with at all, although she was professional on this phone call.- [redacted] Client stormed in today and gave a cancellation notice via doctors note. I explained that I would be happy to take the note and end the agreement however, she does have 3 membership massages in her account and they will expire as soon as I cancel the membership. She was NOT happy about this and wanted her money back for them. I explained that at this time I could not do that for her and she continued in a raised voice "this is illegal I have not received any services and I demand my money back" she proceeded to tell me that we operate as a joke, she would trash us to everyone she knew and she would proceed how she planned. I explained that we are a nation wide franchise, with almost 30 in Mass. alone, and we are not doing anything Illegal and she continued with "oh yes it is you will see" with a very loud and rude tone and walked out. did an immediate cancel of the membership and will talk with [redacted] when he returns. [redacted] client came in today wanting to cancel agreement explained that it was 12 months and she is required to fulfill the entire thing. I went over all the exceptions none of which apply to her (she simply just doesn't have time and is stressed by her parents being in the hospital and can't make appts. because her schedule is always changing) I explained the freeze option, but she wasn't interested but I gave her the freeze form to fill out if she changes her mind I did remind her that if that was the case sometimes it may help even for a few months. [redacted] please have this client upgrade their medical form. - [redacted] spoke with client today about declined EFT payment. she said she gets paid on Friday [redacted] (biweekly schedule) and it will be clear to run on that date. I let her know that if it doesnt clear we will give her a call - also told client that she has two prepaid massages available and asked if she wanted to book an appt for next weekend after she becomes unsuspended and she said not right now because both of her parents (85/87) are very sick and are in and out of the hospital. She will call back when she is ready to book. [redacted] Client called at 1145am saying she unfortunately has to cancel her 3pm appointment. She has to take her father to the emergency room. Client was very apologetic and sincere. I did explain that normally there is a 50% charge but because she has never cancelled on us as well as it was an emergency we will go ahead and waive the fee and this is a FREE PASS- [redacted]Sincerely, [redacted]