Massage Envy Spa

Initial Business Response / [redacted] (1000, 11, 2015/12/16) */ This email is to inform you that the matter referenced in your case # [redacted] was resolved directly with the client

Dear Revdex.com:Concerning ID # [redacted] Our Guest Service Associate who put [redacted] 's information into our POS system did auto-renew her membership as it automatically does unless the associate clicks for it not to auto-renewTo rectify this complaint and all complaints of this matter we always refund the credit card on file for monthsThe remaining charges are then issues with a business check.Attached are documentation showing that we did in fact refund her credit card on file and issue a PNC Business check to equal the total amount disputedThis was completed after me (the owner) was notified that the customer had an issue which my new manager notified me aboutOur old manager was let go for multiple reasons and one of them was not notifying me of issues within the SpaI did refund [redacted] before I received the Revdex.com letter as well.If you have any questions or concerns feel free to call me directly on my cell at [redacted] Sincerely,Chris B***Owner

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: THERE WAS NO REFUND MADE AS OF TODAY.THE AMOUNT SUPOSSE TO BE REFUNDED WAS $170.00:$FOR THE ACTUAL MASSAGE SERVICE FOR ONE HOUR AND $TIP.THEY ARGUE THAT THE AMOUNT TO BE REFUNDED IS ONLY $WHICH I DISAGREE.I EXPECT TO GET A REFUND OF FULL $170.00.THANKS In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted] did sign up for a membership on Friday 9/19/and notified our manager ( [redacted] ) on Sunday 9/21/that she would like to cancel within the day grace period [redacted] responded to the email (from her home) and confirmed that she would cancel the membership [redacted] 's intention was to cancel the membership first thing Monday 9/22/morning but unfortunately, she forgot So on Friday 10/24/ [redacted] emailed [redacted] again and said that her card had been charged the $membership fee [redacted] responded to [redacted] 's email on 10/26/and apologized for the error and confirmed that her membership was now cancelled and her credit card had been refunded for the $charge [redacted] also called and spoke to [redacted] and apologized for the error It was an honest mistake that has now been resolved See email thread below

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I froze my membership & my mother's because I didn't want to be charged for another session until this matter is resolvedThe manager/owner is falsely accusing me of saying that the message therapist took my glasses which is untrueI have a great relationship with the therapist who is visually impaired, my own mother is & that's why she can't drive herself to the sessionsI no longer feel safe going to an establishment where the owner is so viotileI'd like my membership & my mother's to be canceledA massage should be a relaxing experience & dealing with the owner in this spa has caused me a lot of distressI'd like for the video to be submitted to the Revdex.com that he is referring to because he is lying & I know the video will prove thisThank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted] became a member of massage envy east providence on After his initial term of months, he did go on an auto renew status [redacted] then came in and filled out a form to put his account on a FREEZE statusWhere we reduced his monthly rate from $dollars a month to $dollars a month while he had a chance to catch up with his monthly sessionsOn [redacted] then came in again requesting to cancel his membership with massage envy, due to his freeze ending after being on it the maximum term of monthsHe was not pleased that his account went back to the $a monthPer corporate policy we are not able to extend a freeze longer then monthHe signed the appropriate form and received a copy for his records that his massage envy membership was cancelled as of And he did still have one hour sessions to use in a period of daysAny further questions please feel free to reach out [redacted] General Manager [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I froze my membership & my mother's because I didn't want to be charged for another session until this matter is resolvedThe manager/owner is falsely accusing me of saying that the message therapist took my glasses which is untrueI have a great relationship with the therapist who is visually impaired, my own mother is & that's why she can't drive herself to the sessionsI no longer feel safe going to an establishment where the owner is so viotileI'd like my membership & my mother's to be canceledA massage should be a relaxing experience & dealing with the owner in this spa has caused me a lot of distressI'd like for the video to be submitted to the Revdex.com that he is referring to because he is lying & I know the video will prove this.Thank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Employee convinced my wife and I to sign up for membershipsIt was poorly explained due to lack of training, and we absolutely cannot afford this! On February 14, 2015, my wife and I went to Massage Envy and each received a massageUpon paying, we were told it would be cheaper to sign up for a membershipI've signed up for many memberships before, and this seemed no differentIt was very poorly explained that there would be no feasible way to cancel this membership were it to become unaffordableAfter a couple of months, I called and went into the location several times to attempt to cancel, but was told that a Massage Envy membership was "like an apartment lease, and could not be cancelled unless a doctor wrote a note that you couldn't receive a massage, or you moved at least miles from the nearest location." In October 2015, my wife was offered a promotion with her company, but we would have to relocate to Asheville, NCWe decided to accept the position, and prepared for th

Hello, I recently submitted a complaint regarding the Massage Envy in Hillsboro, ORI have an update which really clears up a major misunderstanding regarding this situation, and, if possible, I would like to strike my complaint from the site and record: Apparently, there was a database entry error as to where my credit card number was stored for my membershipIt was not in the correct credit card field in my record and the front desk employee that contacted me was unaware of it this problemNeither of us could figure it out and were both very frustrated with the situation, which lead to both of us losing our tempers a bitI was able to contact the manager of the district and figure everything outThey heard my concerns and really worked with me to resolve thisI do not want to disparage their business for a simple data entry error that grew to a major misunderstanding Please let me know if this will be possible to remove and strike from the record, or just update with what actually happened behind the scenes Thanks, [redacted]

Complaint: [redacted] I am rejecting this response because:the membership agreement I signed was for year and I continually called massage envy about my concerns and spoke to a male manager who was supposed to contact me back and did not! I spoke to at least people a d asked to suspend my account and they would notI was willing to suspend my account for the summer months because I was away and continue my membership at a later dateThey refused to suspend my account and I wasn't offered half priceIt was either settle up or cancel so their collections dept would stop sending me lettersOf which I got inday...still not sure how I can pay for months in advance and they want to send me a collections letterI have purchased many services for family members in the last couple years and referred my friends to the establishmentIf Massage Envy doesn't care about my business because they feel I owe them 59.99, then do be it!! I will make sure to tell everyone I know How they treated meI cancelled my membership because I felt I had no other options and did not want to get another collections noticesI am very upset, I feel cheated and I do not agree with how this situation was handledI still want my months of payments refunded so that I do not end this situation with angersocial media is a great outlet to voice my opinion But if Massage Envy feels they need to keep my $and leave a very bad taste in my mouth then so be Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because Obviously it is not me who asked to transfer a service to a strangerI have no connection to the person they are claiming I transferred the service toIt is their words against mine and if this is the case and this company gets its way, someone can just claim any service they provided and charge it to anyone's credit on fileI did not receive any confirmation of such transaction from themThe person who did this transaction must be investigated and the person that received their treatment must be questioned as wellThis is an error on the part of this company and they refuse to acknowledge it In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

October 25, 2015Case #: [redacted] Consumer Info: [redacted] ** [redacted] Business Info: Massage Envy Spa [redacted] To Whom It May Concern, [redacted] was a member out of Massage Envy Spa, [redacted] **, from February 23, until October 2, On June 26, 2015, we reached out to [redacted] in regards to her account not being up to dateShe explained that she had spoken with a front desk associate out of the [redacted] location in regards to cancellation in August of On June 26, 2015, [redacted] was informed that she needed to fill out a cancellation form in regards to cancelling her membership and so we emailed her the cancellation form and never received the form backOn August 26, 2015, [redacted] spoke with [redacted] the Assistant General Manager out of our location and membership cancellation was addressed again [redacted] was sent another cancellation form that dayWe received ***’s cancellation form back on August 27, and [redacted] reached back out to [redacted] with no responseThat same day, [redacted] also reached out to [redacted] via email with some details in regards to her membership***’s original Membership Agreement was attached to the email for her perusal [redacted] explained the membership in detail and how we handle all cancellationsThe first paragraph of ***’s membership agreement states: “Your initial membership is for the term above (February 23, and expires on March 25, 2014), and thereafter is auto-renewableFollowing the initial term, your membership will automatically continue on a month-to-month basis at $until your membership is cancelled by youDuring your initial term, you may cancel your membership only in the event that: (a) you permanently relocate your residence more than miles away from your original residence and such relocation also puts you more than miles away from any Massage Envy or Massage Envy Spa; or (b) a physician certifies that you are unable to receive clinic servicesAll cancellation requests MUST be accompanied by written proof of relocation (e.g., executed Mortgage or Rental agreement, utility bill, car insurance) or submission of your Physician’s statement that you can no longer receive clinic services“All cancellation requests must be submitted in writing and will become effective days from the date the cancellation request was processedPayments due prior to the effective date will be charged as scheduledYou may use any accrued membership services for days after your final membership payment has been processedNo refunds will be given for any remaining unused sessions.” Please review ***'s membership agreement that is attached to this response[redacted] did sign the membership agreement on February 23, ***’s last visit into a Massage Envy Spa was on September 14, Since that time, ***’s membership continued on a month-to-month basis withdrawing $for the following dates: 9/26/2014, 10/26/2014, 11/26/2014, 12/26/2014, 1/26/2015, 2/26/2015, 3/26/2015, 4/26/2015, 5/26/and in June of her payments would no longer process This is when a front desk associate reached out to [redacted] (on June 26, 2015) in regards to her account informing her that her membership was suspended Throughout that time, [redacted] never once called Massage Envy Spa in regards to the monthly membership dues that were being drafted from her bank account on a monthly basisThere were months were she had the opportunity to cancel her membershipAs a courtesy, every month, Massage Envy Spa reaches out to our members to inform them of the sessions that they have available in their accountAgain, during the month time frame, [redacted] did not reach out to us to cancel until we called her.After many emails and attempt to reach out to ***, we have cancelled her membership per her request and she was given an extended time to use her remaining sessions We offered [redacted] several options to utilize the sessions that she had in her account and gave her the contact information for a Massage Envy Spa in [redacted] (which is located miles away from her residence), however she didn’t respond to our August 27, emailThe last email that we received from [redacted] was on October 2, [redacted] has been contacted in regards to stopping communication with ***As stated in our member agreement “No refunds will be given for any remaining unused sessions”As a courtesy we would be willing to reactivate a month, no-obligation membership for ***We would waive all payments and allow her to use the remaining sessions that she has in her account at her local Massage Envy SpaThere would be no cost to ***.If you have any questions, please don’t hesitate to reach out to meThank you, [redacted] General ManagerMassage Envy Spa [redacted] [redacted] [redacted]

Thank you for taking the time to provide us with feedback from one of our members and bring these issues to our attention Not only am I the manager here at Massage Envy Spa in [redacted] but I am also the person that signed [redacted] up for her membership, so I have a very clear knowledge about the events leading up to this complaint being submitted On January 7, [redacted] came in to have a facial after receiving a gift card [redacted] had been into our location two times prior to this visit She really enjoyed her experience and expressed interest in coming back At that time I took the opportunity to explain how our membership program works as it would allow her to come in more regularly at a savings After some careful thought [redacted] decided to sign up for a month program I then carefully explained to her that she was agreeing to fulfill the month term we had set up Four days later on January 11, [redacted] returned to Massage Envy Spa in [redacted] to have a massage with her husband At that time she asked me what options there were to have her husband also be able to use her membership as he was interested in getting massages more regularly but they did not want to set up a separate program At this time we worked out that I would make an exception to allow [redacted] to share the program here in [redacted] with her husband They both left that day happy and satisfied with the service they had received It was not until the beginning of March that we had any further communication with *** After reaching out to her about a payment issue she said she no longer wanted to be a member After this was brought to my attention I personally reached out to [redacted] four times throughout the month because I wanted to work out a resolution and answer any questions she had about her program I never heard back from *** I am still more than happy to work with [redacted] to come to a solution She should contact the clinic and ask to speak with me directly

Hello Revdex.com, I appreciate you passing this information along to me in order for me to make sure [redacted] is taken care of I just got off the phone with [redacted] and received all of her feedback to her recent experience with Massage Envy Loveland With out our customers feedback we can not grow as a company and I am very thankful for that [redacted] has been taken care of and we are on a good path going forward with her Her complaint as been resolved to her satisfaction and she will be contacting me directly either by phone or email going forward with whatever else she may need Please let me know if there is anything else I need to do in regards to this complaint.Thank you,Audrey M***

I spoke with the front desk associate at this franchise by the name of SharnitaI was very displeased and disgusted with her customer service and her explanation on your policy of informing clients about their upcoming appointmentsI have been a member of massage envy for over years and currently have credits of massage/facial on file because I am unable to use due to my current work scheduleI spoke with the manager in October to cancel my membership and was bullied into using my creditsOn Dec 17th I have a facial that I miss because I did not receive a phone reminder or an email to remind me of my appointment the week of the appointmentSince I have been a member, I have always received these notifications and have never missed an appointmentThe associate (Sharnita) at this franchise wanted to charge me for missing the appointment and when I told her that I canceled the appointment she did not acknowledge this and still proceeded to advise me that I would be chargedI also advise her about the notification of the appointment was not received or done (she could not find a record of this in the system that is was sent or a phone call was made) and she stated, "This is a courtesy and not a standard"I am outrage with the level of service this franchise is delivering and with the staff that are being employed currentlyI truly want to discontinue my membership with massage envy but I am being force to stay in a program and that I no longer want to be apart and loose my moneyThe Director of this franchise is Shelby W and the Franchise Owner is Terry CI would not recommend this operationI have witness many unhappy customers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Revdex.com: Although I am hesitant because the information they have researched was not entirely correct because of the emergency I was unable to get there at that time not that I had no way to get thereI have listened to the conversation and it clearly stated a family emergencyIf you want emergency room records those can be providedClearly this is a customer service issueI do not feel comfortable seeing this staff person so we will need to figure out something I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

I would like to address the complaint by Mr [redacted] He is a member at our Hillsboro location His membership dues are owed on the 12th of every month and give the member access to discounted services at over 1,location nationwide With the membership dues we gift the member a hour session each month that can be used toward a massage, or a facial If the hour is not used, the hours are allowed to accrue However, the membership can only be used when active If a member misses a dues payment, the payment must be made before they can utilize the membership again Mr [redacted] initialed and signed a membership agreement with me on December 12, where all of this was explainedThe agreement is attachedHowever, one portion of the agreement has changed When he signed his membership agreement it stated that when canceling the membership he would have days to use any remaining membership massages That policy has actually changed and he now has days to use any remaining sessionsIn regard to his statement that he was receiving calls 'daily', and 'several times a day'; we attempted to contact Mr [redacted] eleven times between January 20th and February 15, 2017, when Front Desk Associate Andrew spoke to him by phone at 1:21pm Mr [redacted] had called our location to make an appointment for his wife, but did not have his credit card information in order to bring his membership current He stated that he would call us back to bring the membership current There was no return phone call Moreover, Mr [redacted] 's phone was disconnected on February 16, and the next time we had contact with him was not until April, when he called our location Therefore, it is clear that not only were we not calling daily, or even multiple times per day Mr [redacted] did speak with Front Desk Staff by phone on April 10, where he made two payments, bringing his membership current He then spoke with Assistant Manager Saleena by phone on April 14, Mr [redacted] had another dues payment that was due on the 12th that had not processed He had just made two monthly payments to bring his account current, but was unaware that he was almost three months past due and another payment would be due a couple of days laterAt that time Saleena did work with him extensively to assist him with his financial issues by seeking approval to waive the most recent past due payment, to make things easier on himThis is very rarely done and shows the level of customer service being extended to Mr [redacted] Finally, Mr [redacted] states that when he tries to book an appointment, he is unable to book for '3-weeks out' This is simply untrue We regularly have same day appointments available for members for both massage and facialsMoreover, we definitely had appointments for massage both on April 10th and 14th, when he was speaking to us by phone In closing, Mr [redacted] has not been given any incorrect information outside of his membership agreement The only change is the extra days he has to use his membership sessions upon cancellation, which is obviously in his favor This location has appointments available daily for him to use his sessions, as long as his membership is active Additionally, we have gone as far as to waive a monthly membership dues payment to help him financially Since his membership is now current, he should have no trouble booking appointments to use his membership massage sessions He is welcome to call us with any further questions Thank you, Charlie R [redacted]

Hello, The Gift Card used for [redacted] 's appointment on 7/17/was [redacted] This Gift Card was purchased by a Massage Envy Spa member on 12/07/for $Our Gift Cards are purchased for a dollar amount and can be used to purchase any service or retail item provided by a Massage Envy Spa location, in addition to gratuities for services renderedWe do not pre-load services on our Gift Cards as prices vary by location and prices vary by member vsnon-member, unless it is a Complimantary Card and it states the complimantary service on the Complimantary Card (Complimantary Cards are not available for purchase)A Massage Envy Spa Gift Card can be used for the dollar value that it was purchased forThe Gift Card [redacted] was purchased for $When it was purchased, there was a limited time promotion for a discount on our introductory ratesIf you are a first time guest to Massage Envy, you will be given an Introductory discountThe Introductory price massage hour is $and the Facial hour is $Massage Envy Spa had a limited time promotion for $off the Introductory Massage and Facial bundle (regular bundled price 109.99)The promotion was titled as "Spa Package" and gift cards purchased during the promotion had a "Spa Package" sticker placed on itAnyone purchasing gift cards during that time, was informed of the expiration date of the promotion, however the value they paid for the card would never expire [redacted] has been to Massage Envy multiple times and has received the Introductory price for each the massage and facialSince [redacted] is not a Massage Envy Spa member, she pays the non-member rates:60-Minute Customized Massage Non-Member: $99.9960-Minute Healthy Skin Facial Non-Member: $109.99Since the Gift Card was purchased, Massage Envy Spa had a $increase [redacted] used her $gift card towards her $hour massage appointmentIf you need any further information or have any questions, please let me knowThank you, [redacted] ***Business Manager Massage Envy Spa - Costa Mesa Harbor Blvd Suite G-2Costa Mesa CA [redacted]

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