Massage Envy Spa

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The business's claims that they attempted to reach out to me are untrue, which was acknowledged via phone by Assistant GM ***, who apologized for the lack of communication due to "changes in management." Whether or not the business is allowing me to utilize massages "bought" by their automatic withdrawals from my account is irrelevant. I used my one year of massages to address a health problem which has since improved, so continuing massages is not an acceptable resolution for me. I am not trying to further patronize the business; I'm attempting to correct the hundreds of dollars in unauthorized withdrawals made after my cancellation. The business's response not only misrepresents their contact with me but also does not attempt to address my request or desired resolution at all
Regards,
*** ***

Both the owner and myself (Director) have reached out to *** and never one has she requested a refund. She received a facial service that she agreed to as our solution to the cancelled massage originally scheduled. The therapist she was scheduled with was involved in an auto
accident and was injured. We don't have 'back ups' when our schedule is full. *** not only agreed to receive the facial service in place of a complete cancellation, she did in fact receive a full service and left gratuity. Now that it's finally been uncovered what she is after, I will absolutely refund her $for the service. I am confused as to why she agreed to receiving the substitute service in the first place

Initial Business Response /* (1000, 5, 2016/03/11) */
Mr***, you signed a month membership agreement with Massage EnvyIn that agreement, the terms to cancel your membership are clearly spelled outThere are, basically, two scenarios which will allow you to cancel your membership
before the months are over and, at this point, you have not provided documentation to support either scenario
In addition, our policy regarding a missed appointment is detailed in paragraph of the agreementIt states that "You may cancel or reschedule an appointment with no charge any time before the close of business on the business day preceding your appointment." I am happy to provide a copy of your agreement if you misplaced it
Your appointment was for 3pm on March 6, for a hour sessionThe therapist reserved that time for you and was scheduled with another client immediately after your appointment at 4pmContrary to your statement, you arrived minutes late (at 3:43pm) for your 3pm appointmentI have the video surveillance footage to confirm thisYou were advised of the amount of time remaining on your session when you arrived
There is nothing in this situation where I can see that you were treated unfairlyYou arrived minutes late for your appointment and received the amount of time remaining on your session when you arrived
Initial Consumer Rebuttal /* (3000, 8, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been a massage envy customer for over a yearYou should cut me some slack! You should not treat your customers like ***! I need my $OR ELSE I WILL TAKE YOU TO SMALL CLAIMS COURT!!!! $WILL not make your stupid business bankrupt.YOU HAVE BAD REVIEWS AT YELP REGARDING BILLING and you guuys mislead people on contracts! Revoke the contract now and give me my $back or else I WILL SUE!!!!

February 20, To whom it may concern,Complaint summary: Massage Envy Spa received a complaint on February 19, from a customer stating the business took "an unauthorized withdrawal from a debit card." Below is an explanation of the circumstance.Investigation findings: This customer is a
Massage Envy Member and agreed to and signed a month wellness membership agreement (attached)This in the agreement the customer agreed to pay $per month for a period of months, beginning on May 12, and ending on April 12, This customer gave Massage Envy permission to charge her credit card(s) $per month as per the agreementThis customer's made only three payments and then her account became past dueMassage Envy attempted to call the customer on seven (7) separate occasions; called the client, mailed three letters and emailed the client notifying the client of her past due account as the credit card(s) on file were declined on all payment attempts with no response.Massage Envy payment procedure: The Massage Envy electronic funds processing system searches all credit card information on a daily basis and processes charges when funds become availableOn 1/18/the funds became available in the customer's account and the account was charged and made current.Massage Envy resolution: As a result of this complaint, Massage Envy Management determined an early cancellation of the customer's contract was justified and the client will not be held responsible for the four (4) additional payments agreed upon by the customer as per the agreementMassage services are still available for the client to use for a period of sixty days; days longer than the agreement termsAdditionally, Massage Envy Management made the decision not to move the customer's account to a Collection Agency.Should you need additional information regarding this customer complaint, please feel free to contact me.Best,Debbie GOwner

We are always looking to work with our members to help them understand how things work. We had not heard from *** in regards to his credit card having insufficient funds when we first contacted him back in October. As to our knowledge *** never mentioned being unhappy with any
of the services he received. As *** stated he is willing to make the October payment but to do so he will still need to contact the clinic manager to update that credit card information and at that time we can work with him to come to a resolution. There is nothing we can do until we hear from *** himself.Please contact the clinic at ***

Mr *** was member of our Massage Envy Fargo’s Wellness programMr *** contacted us in February of demanding a refund of all money spent over the past two plus years with Massage Envy FargoMr *** requested I call him to review his accountOver the course of the next two weeks, I
left Mr *** three messages requesting he return my callWhen Mr *** did return my call, he proceeded to call me and our local management team horrible names, used profanity directed at our company and screamed at me over the phoneDuring the call, I let Mr *** know under no circumstance’s, should a person treat someone else with such disrespect as he is doingI ended the callOur Fargo Massage Envy management team and I tried our very best to work with Mr ***

Initial Business Response /* (1000, 9, 2017/12/06) */
Contact Name and Title: Amanda ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@massageenvy.com
Revdex.com failed to email the correct employer and mailed it to the University Park MallI called on Dec5th and advised someone from the
Fort Wayne office of the incorrect contact informationThey advised they would update and also take off a few businesses that were associated to my name, and then send me a link right awayI did not receive the link until today and it appears that there is no record that I calledPlease update that information on your end
Gutermoth did submit a request for cancellation, but was still in her membership agreement term of months and only stated she wanted to discontinue due to financial reasonsA manager never reviewed this request because the Front Desk Associate who is not authorized to determine if a client is eligible to cancel failed to pull the file and give to a managerIt is noted that *** did not indicate any medical issues on her request to cancel and, during term, the only reason we can cancel is if the client either provided proof of moving more than miles away from a Massage Envy or provided a medical document stating that that she can no longer receive massages due to medical reasonsNeither of which she provided or asked about and both of which are clearly stated on her membership agreement and also in the cancellation formSeveral months went by and *** noticed her credit card was still being charged and demanded that we refund those chargesWe explained what happened and that she was not eligible for cancellation except for the two reasons noted aboveShe THEN claimed to have a medical condition which we explained would need to be documentedDespite the fact that that she provided a generic doctor note with no medical condition listed and likely from a coworker where she works as a nurse, we accepted the letter and agreed to cancel her membershipIn cases where we cancel a membership due to medical reasons, we are not required to them keep any unused sessions available for useBut we also agreed to allow her to use those sessions for days or to transfer to other people at no cost which we typically charge $to transfer feesWe did that since a manager did not get back her when she first submitted her cancellation (which had they called her back, she would have been told she could not cancel her membership and we would have made her provide a more legitimate doctor note)I believe we were more than fair and *** believed we should have accepted her letter as a retroactive notice of a medical condition, which we never do unless a person provide proof that they had been hospitalized and unable to contact us, despite the fact it did not even state she had a medical conditionWe stood by our offer, after which time I notified *** and she replied back stating she did not agree and to not contact her anymoreThen, we got notice that *** filed Chargebacks for those same charges she wanted a refund forDespite the credit card company withdrawing those funds from my account and putting the credit back on her card, she is still liable for those charges, pursuant to our membership agreement, as well as the chargeback fee and we are considering filing a small claims for the matterSo, at the time of this Revdex.com Complaint, ***'s credit card has been refunded by way of chargebacks and her membership has been cancelledBecause she collected on these chargebacks and we did not contest at this time, she no longer has those sessions available to use since she didn't pay for them
Initial Consumer Rebuttal /* (3000, 11, 2017/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is to address a few incorrect matters per owner of Massage Envy A*** in her response to my complaint to Revdex.com:
I filed a cancellation form provided by your store and filled out as instructed per your staf* was not there that day I filled out the form and I know the staff at the front desk verified with whomever was the acting manager that day to make sure I filled it out correctly
My reason for cancelling on July 19, was dual fold: Medical and financialI only put one reason as financial that day after advisement from your own staffOn your cancellation form there are REASONS to cancel, not as *** statesCancellation form has the following reasons to cancel membership: financial, medical or relocation distance of more than miles awayIf this is not store policy than why have those reasons as an options*** stated in an email that her own staff filed my form away...why is that my fault that staff didn't handle that properly when filled outWhen it was brought to store management attention that this had not been done, ***/management demanded a medical note from me, which was unfairWhen I provided a medical note, instead of giving me rightful credit back, *** wanted to keep those funds that should NEVER have been on my credit cardAnd now my medical note is being called to question
This brings me to the last issue regarding my medical note*** is claiming that I got the note from my place of employment which is incorrectThe note is written by my provider on medical office letterhead which is clearly not my place of employmentMy medical reason is none of *** business, only to know that there is a reason for my cancellation in addition to my financial
I am appalled at the poor customer service in managing my cancellation properly when I did nothing wrong but did everything asked of meI asked not to be emailed anymore because this whole situation is causing me great distressI feel as though I am being attacked personally by calling to question my reasons for cancelling and threatening to take me to small claims court
Final Business Response /* (4000, 13, 2017/12/08) */
The Cancellation Form does not list reasons to cancelIt asks the client to state why they are wanting to cancel and *** said "for financial reasons"
The Membership Agreement, which *** signed, then states our cancellation policy for in term (less than months) and out-of-term (after the months)Once past the 12-month term, a member can cancel for "any" reason so long as they give us a 30-day noticeHowever, if someone requests to cancel before they complete their agreement, they can not cancel unless they verify they have a medical condition preventing them receiving massages or move more than miles from the location
*** never informed us that she could not receive massages due to medical reasons until months after she submitted her request to cancel and learning that this was required to cancel within termI am sorry that Ms*** is feeling distressedWe simply need to be fair and consistent which does not include retroactive consideration for a medical claim that was never mentioned before and did not provide an actual medical conditionThat is perfectly fine if Ms*** does not want to disclose her medical condition, but it makes it difficult for us me to take this under further special consideration to refund an agreed payment retroactively

The business has responded Please see below:This client spoke to one of our managers and froze her membership on November **, for months, which was after her complaint was submitted to your organizationTherefore, unlike she mentions it in her letter, we did reach out to her to
address her complaint and she decided to freeze her membershipPlease note that we did look for her sun glasses in the massage room interrupting another client's massage and potentially creating another customer service issue at no fault of ours as we tried to accommodate client's X requestShe also does not mention this fact in her complaintWe do have witnesses present on staff who will confirm this fact and will confirm other facts about this incidentIf anything, they looked shocked because of the disrespectful request and tone that client X had as she was being completely inconsidered to another client who was getting their massage at that timeWe did not find client's X glasses in the massage room (!) or anywhere else in the spaThis client has no proof or evidence that any member of our staff took her sun glassesPlease also note that her therapist is visually impaired (completely blind) and could not have taken her glasses no matter where she left them in the roomHer therapist felt very offended, discrimi nated and personally hurt for being accused of such thingClient X mentions that she reached out to Massage Envy "hospitality department" immediately upon arriving homeWe did receive a notice from our support office but it was dated December *, not November ** as she claims she did (!)Please note that we have a security camera recording of the entire conversation that client X had with our manager and we are prepared to submit it to your attention as well as for the client's review to make sure that all facts of the conversation are captured accuratelyRegards, Andrei K***

In response to the customer complaint from *** *** ***.Massage Envy is providing the following response:The member, *** *** called to schedule a massage session on 04/27/for 04/29/16, her intent was to come at the same time as her friend who was also previously schedule and confirmed for
a 1-hour sessionThe only time slot that we had available was for a 90-minute session, this was explained to *** *** and she agreed to the appointment because it would allow her to come in at the same time as her friendThe appointment was booked with our Assistant Spa Director and she specifically recalls this member because the client called back multiple times to schedule this session and coordinate times with her friend's appointmentWhen the member came out of the session early, the Front Desk Associate was confused that she was out of her session so early and addressed it with her and asked her why was she out of her session, and the member stated that she ended the session early, and stated that she would pay for the min session today but future sessions should be minutes onlyThis member was fully aware that this was to be a 90-minute session because it was the only time slot available to meet her requestThe member checked out and was charged for $for the additional portion of her massage sessionAt Massage Envy a 90-minute session is an additional $At Massage Envy we fully explain the cost of services provided and are not in the business of overcharging our membersWe value our members and will be reaching out to *** *** to make sure that she understands that there was no ill will.Thank you,Shelby ** W***Director Massage Envy

There was no indication that *** was dissatisfied after her first service as she was so interested in coming back that she not only became a member after that service but rebooked days later to come back in with her husband. On January 11th when they came in for their services her husband paid with a gift card and *** used a complimentary one hour service we had given her for setting up the month program. At that time the conversation was focused on how it could be financially possible to fulfill her month program and also include her husband. Again this is when we made the exception to allow *** and her husband to share the program. At this time though I don't want to focus on the events of the past but rather a resolution. I am still more then willing and happy to work with *** but she just needs to reach out to me at the *** location. To me the main goal at this time is to come to a solution

I read massage envy's response..I do not agree but I will not pursue itMy income tax money covered the $PLUS the $my bank charged for being negative for over a month! I was not able to aquire ANY money..thank goodness my husband gave me money for gas and necessities! My DEBIT card was never authorized and at the time massage envy "stole" the money from my account, I had only $in itFyi..I never received that last letterI planned on paying them back..in person.once I received my income tax checkI have been out of work due to health reasons and I needed every dime in my account Lesson learned!! P.SI am FAR from the only one that had a major problem with Massage Envy

The business has responded Please see below:
A signed copy of the membership agreement is given to each member upon enrolling in the programThis agreement explains all terms of the
agreementWe did speak with this member on 5.*.15, and will be reaching out to her again today to find a fair solution

I am rejecting this response because: It is not true.I have bank records showing that only one of the $charges were refunded, not two. And the reason for the business not pursing the issue with my bank is because they are at fault and know they shouldn't have charged me.I DID in fact make the assistant manager aware of my medical condition which is why my account was frozen. I specifically asked for cancellation and was told that I couldn't cancel only have my account frozen temporarily. I wasn't aware at the time that if I presented medical documentation that they HAD to release me from my contract. When I asked to present it, they reminded me that I couldn't cancel. I had an at risk pregnancy and medical issues that followed (fractured tailbone). I was charged monthly after they "unfroze my account." By the time actually got them to cancel my membership, they refused to refund me. They said I had to use all of my remaining credit with a short span of time or would loose them. No refund AND no services. That was upsetting. I was forced to rush and use them all in spite of the discomfort in my body. I was taken advantage of at Riverside Central. They are dishonest and rude. The worst part is that they were required to let me out of my contract when I asked but they never did. I wouldn't be going through this right now.At this point I'm looking for some type of compensation for stress that this has caused

February 20, To whom it may concern,Complaint summary: Massage Envy Spa received a complaint on February 19, from a customer stating the business took "an unauthorized withdrawal from a debit card." Below is an explanation of the circumstance.Investigation findings: This customer is a
Massage Envy Member and agreed to and signed a month wellness membership agreement (attached)This in the agreement the customer agreed to pay $per month for a period of months, beginning on May 12, and ending on April 12, This customer gave Massage Envy permission to charge her credit card(s) $per month as per the agreementThis customer's made only three payments and then her account became past dueMassage Envy attempted to call the customer on seven (7) separate occasions; called the client, mailed three letters and emailed the client notifying the client of her past due account as the credit card(s) on file were declined on all payment attempts with no response.Massage Envy payment procedure: The Massage Envy electronic funds processing system searches all credit card information on a daily basis and processes charges when funds become availableOn 1/18/the funds became available in the customer's account and the account was charged and made current.Massage Envy resolution: As a result of this complaint, Massage Envy Management determined an early cancellation of the customer's contract was justified and the client will not be held responsible for the four (4) additional payments agreed upon by the customer as per the agreementMassage services are still available for the client to use for a period of sixty days; days longer than the agreement termsAdditionally, Massage Envy Management made the decision not to move the customer's account to a Collection Agency.Should you need additional information regarding this customer complaint, please feel free to contact me.Best,Debbie GOwner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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,
*** ***

The business has responded Please see below:This client's and her mother's memberships were cancelled on 12/*/15, the day before she submitted her second complaintMessage were left on hers and her mother's numbers and proper notes were made by our staff in both files on that same date of 12/*/

Complaint: ***
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,
*** ***

Client has been contacted by our general manager to respond to her complain. Client never made us aware about her medical condition. If the proper paperwork would have been provided she would have been cancelled right away. She provided a regular cancellation form that was processed once we received...

it. I also understand she is stating that she spoke with [redacted] back in January 2016 but [redacted] was not handling any cancellation till recently. The issue has been resolved thru her bank she did a chargeback with her bank and was given the $140 by her bank. I didn't further dispute The charges with the credit card company. Client didn't come to our location to receive her last sEssions. can't speak for her experience at another !location. Client was never double charged. I have mailed her a copy of her transactions, It will show the final charges of $70 each which again I stated above that they were returned by her bank,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Massage Envy is unapologetic and continues to insist that they have a right to sell gift cards for the SPA special and then not honor it.  They place a SPA PACKAGE sticker on their gift card, and tell the buyer that they are buying a 2 for 1 SPA package special.  There is NO EXPIRATION date on the SPA SPECIAL sticker.  Then when you show up with your card to redeem said SPA PACKAGE, you are told that the special offer is over.  They never said WHEN it was over.  I guess it is over any time you show up to redeem it!I only received one service with my SPA PACKAGE gift card, when I should have received two.Massage Envy is and continues to engage in deceptive sales practices.
Regards,
[redacted]

On December 27, 2015, [redacted] scheduled three appointments for herself and her two daughters. As per our policy, we requested her credit card information as well as a deposit for the three appointments. The deposit equates to a 50% charge. On February 26, 2016, [redacted] called the clinic to inquire...

about the $74.98 charge. I, [redacted] (General Manager), did state that we charged her 50% of the appointments as this is our policy to do so. I did explain that when a client schedules 3 or more sessions, we do require that 50% deposit to hold the appointments. She didn’t recall this being explained. On the day of [redacted]'s scheduled appointments, we were informed that her children were under the age of 18. We do require a parent to be in the treatment room with a minor during their session. We did cancel [redacted]'s appointment same day with no charge so that she could be present in the treatment room with her daughters. After the services, we cashed [redacted] out using the gift cards that her son purchased and gifted her. I did explain to [redacted] that we still had the deposit in the clinic and informed her that she was able to use the deposit for a service.