Massage Envy Spa

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[redacted]

October 25, 2015Case #:
[redacted]Consumer
Info: [redacted]
[redacted]
[redacted]...

[redacted]
[redacted]
[redacted]Business
Info: Massage Envy
Spa[redacted]
[redacted]
[redacted]
[redacted]To Whom It
May Concern,[redacted]
was a member out of Massage Envy Spa, [redacted], from February 23,
2013 until October 2, 2015. On June 26, 2015, we reached out to [redacted] in regards
to her account not being up to date. She explained that she had spoken with a
front desk associate out of the [redacted] location in regards to
cancellation in August of 2014.  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 back. On 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 day. We received [redacted]’s cancellation form back on August
27, 2015 and [redacted] reached back out to [redacted] with no response. That same day,
[redacted] also reached out to [redacted] via email with some details in regards to her
membership. [redacted]’s original Membership Agreement was attached to the email for
her perusal. [redacted] explained the membership in detail and how we handle all
cancellations. The first
paragraph of [redacted]’s membership agreement states:  “Your initial membership is for the term
above (February 23, 2013 and expires on March 25, 2014), and thereafter is
auto-renewable. Following the initial term, your membership will automatically
continue on a month-to-month basis at $59.00 until your membership is cancelled
by you. During your initial term, you may cancel your membership only in the
event that: (a) you permanently relocate your residence more than 25 miles away
from your original residence and such relocation also puts you 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. All 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 30
days from the date the cancellation request was processed. Payments due prior
to the effective date will be charged as scheduled. You may use any accrued
membership services for 30 days after your final membership payment has been
processed. No refunds will be given for any remaining unused sessions.” Please review [redacted]'s membership agreement that is attached to this response.[redacted] did
sign the membership agreement on February 23, 2013. [redacted]’s last visit into a
Massage Envy Spa was on September 14, 2014. Since that time, [redacted]’s membership
continued on a month-to-month basis withdrawing $59.00 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, 5/26/2015 and in June of 2015 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 basis. There were 9 months were she had the opportunity to cancel her
membership. As a courtesy, every month, Massage Envy Spa reaches out to our
members to inform them of the sessions that they have available in their
account. Again, during the 9 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 [redacted], 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 19.7 miles away from her residence), however she didn’t
respond to our August 27, 2015 email. The last email that we received from [redacted]
was on October 2, 2015.[redacted]
has been contacted in regards to stopping communication with [redacted]. 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 6 month,
no-obligation membership for [redacted]. We would waive all payments and allow her to
use the 9 remaining sessions that she has in her account at her local Massage
Envy Spa. There would be no cost to [redacted].If you have
any questions, please don’t hesitate to reach out to me. Thank you,[redacted]General ManagerMassage Envy Spa [redacted] 
[redacted]
[redacted]  
[redacted]

[redacted]
Hello [redacted],    I received you letter and would like to respond back.  I apologize for the late reply however it took me...

several weeks to contact the client due to them being out of town.  Here at Massage Envy our policy for reserving a reservation is to hold the appointment with a credit card regardless if they have a gift card.  This is protection for the business and upholding out cancellation policy.  We of course try to work with our client as much as possible and I am upset to hear that this client was not given a better experience. I have spoken with the client and resolved the matter at hand to make sure they have been taken care of and are happy.  Please let me know if I can supply any additional information.I hope you have a great day.Thank you! Audrey M[redacted]General ManagerMassage Envy Loveland[redacted]

Hello, The Gift Card used for [redacted]'s appointment on 7/17/2015 was [redacted]. This Gift Card was purchased by a Massage Envy Spa member on 12/07/2013 for $99.00. 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 rendered. We do not pre-load services on our Gift Cards as prices vary by location and prices vary by member vs. non-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 for. The Gift Card [redacted] was purchased for $99.00. When it was purchased, there was a limited time promotion for a discount on our introductory rates. If you are a first time guest to Massage Envy, you will be given an Introductory discount. The Introductory price massage hour is $49.99 and the Facial hour is $59.99. Massage Envy Spa had a limited time promotion for $10 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 it. Anyone 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 facial. Since [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 $0.99 increase. [redacted] used her $99 gift card towards her $99.99 hour massage appointment. If you need any further information or have any questions, please let me know. Thank you, [redacted]Business Manager Massage Envy Spa - Costa Mesa 3030 Harbor Blvd Suite G-2Costa Mesa CA 92626[redacted]

We will contact this guest AGAIN to resolve AGAIN

Initial Business Response /* (1000, 5, 2016/01/06) */
[redacted] signed a 12 month long auto-renewable contract with Massage Envy Spa Minnetonka on August 5th, 2012. At this time, she was explained each aspect of the contract which she also read herself and initialed each paragraph of the...

agreement. She also signed, printed, and dated the buyer section of her membership to verify she was indeed the purchaser of said membership. This information included in the contract stated that she would be charged 49.00 plus tax on the 5th of every month for 12 months. She also initialed that she understood her membership would continue on a month-to-month basis after her initial agreement unless she submitted a written request for cancellation. [redacted] failed to alert the clinic of her change in contact and payment information. Additionally, she never requested to cancel her membership until her account was already 3 months past due.
Typically, I call clients several times before sending them to collections when their credit card declines their monthly payment. [redacted] changed her phone number without alerting the clinic and the only way to reach her was by letter and e-mail. [redacted] was sent a letter regarding her past due payment on October 5th--the day her account's payment was first declined. Shortly after, I sent her an e-mail regarding this situation on October 10th. She received e-mails on the following dates: October 10th, October 21st, November 11th, November 29th, and December 9th alerting her of her past due account and I received no contact in return. I sent her letters alerting her of her past due account with an abundance of contact information to call the clinic to update her account on the following dates: October 5th, October 10th, October 21st, November 7th, November 11th, and November 29th. Finally, [redacted] called the clinic to discuss her account with me on Thursday December 3rd, 2015. I was not in the clinic that day so I returned her call promptly the next day with information regarding my personal work hours stating I do not work Thursdays. [redacted] did not call me back. I called her again on December 9th in attempt to rectify her account and reminded her of the status of her, at this point, severely past due account. On December 10th, [redacted] contacted the clinic; however, this was a Thursday again. My clinic administrator, Jenna [redacted], was able to discuss her account with her that day. [redacted] requested that her account be cancelled. Jenna reminded her that, per her contract, she needs to make up her 3 past due payments before she is eligible to cancel. Additionally, she stated that we require a 30 day written notice. [redacted] told Jenna she was going to have her credit card refuse to allow the payments to go through because she wanted to cancel without making up her 3 past due payments of $160.89 total (3 payments of $53.63). Jenna told her she would be going into collections with our collections agency Transworld Systems and [redacted] agreed and requested we no longer contact her. I submitted her to our collections agency Transworld Systems--hereby referred to as TSI. Per our business's personal contract with TSI, I am unable to contact the client regarding their account once it is turned over to their collections process. Because of this contract and [redacted]'s request to not be contacted by the clinic ever again, I ceased further attempts to rectify [redacted]'s account on December 11th. I received a letter in the mail on December 18th from [redacted] stating that she had paid her debts to TSI. As stated before, we legally were no longer allowed to discuss her account with her. I filed her letter with her contract and other account information.
Attached is the copy of said contract, and you will see there is a paragraph explaining her part in this agreement stating, "By signing below, I authorize Massage Envy to charge the account I have specified. Monthly dues and/or renewal fees will be withdrawn on or after the same day of each month. I understand Massage Envy may continue to charge my account or cancel my membership in accordance with the terms and conditions of this agreement. Additionally, I authorize Massage Envy to charge my credit card on file in lieu of presenting it for any services received, at my request."
This is followed up by a paragraph that explains she is responsible for all dues stating, "We agree to sell and you agree to purchase the membership, goods and services described herein. You agree to pay us for the membership, goods and services according to the payment schedule above. Your signature below indicates your agreement to be bound by the terms, conditions, rules and regulations of this Agreement. All of the terms and conditions in this Agreement, as well as those contained in the "Terms and Conditions" section of our website, are a part of this Agreement. All buyers and members signing this Agreement are equally responsible for paying it in full." On our website, under Membership Terms and Conditions it states, "Members are required, per the Membership Agreement, to notify the clinic in writing of any change in credit card or account information on file prior to the next electronic funds transfer (EFT) date."
The following are direct quotes from the contract that she either initialed next to or signed under verifying she understood and agreed to follow these specific business policies:
Wellness Membership Agreement, Paragraph 1 as follows: "All cancellations require 30 days written notice and are effective 30 days after the date received." [redacted] never alerted the clinic to her desire to cancel until she was already behind on payments. She also never sent in any form of written notice.
Terms and Conditions, Section 5 states as follows: "We reserve the right to collect at any time any delinquent or outstanding balance(s) that have not been paid for any services provided or fees owed. ... You agree to provide us with current, accurate, complete and updated information including your name, address, telephone number, and applicable payment data. You agree to notify us promptly of any changes of your membership data." [redacted] never contacted the clinic to update her payment data.
Terms and Conditions, Section 3 states as follows: "We reserve the right to terminate or deny re-enrollment for an indeterminate amount of time if a customer has an unsatisfactory payment history." [redacted] was 3 months past due on her payments and was subsequently terminated.
Terms and Conditions, Section 4 states as follows: "Violation of clinic rules and regulation may result in suspension or cancellation of your membership." [redacted] violated the regulations of her contract by not notifying the clinic of her new payment information and her account was suspended.
As you can see, while we are not required to contact [redacted] about her account, we still tried to make a connection with her so we wouldn't have to cancel her account. Once an account is over 2 months past due, we send them to our collections agency for further payment retrieval. We then cancel their account and TSI has legal control of their payments. Per our own contract with TSI, we legally cannot discuss their account with them.
[redacted]'s desired solution needs to be handled via TSI. I legally no longer have control of her account or her payments.

This gift card was refunded to the purchaser

We will reach out to this guest today and process a refund

Initial Business Response /* (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.

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]

I read massage envy's response. ..I do not agree but I will not pursue it. My income tax money covered the $359 PLUS the $50 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  $100 in it. Fyi..I never received that last letter. I planned on paying them back..in person. .once I received my income tax check. I have been out of work due to health reasons and I needed every dime in my account.  Lesson learned!! P.S. I am FAR from the only one that had a major problem with Massage Envy

From: Massage Envy - [redacted]] Sent: Friday, November 04, 2016 2:38 PMTo: [redacted]Subject: ID [redacted]   Good Morning [redacted] I...

am writing in response to the above mentioned complaint from [redacted]  As [redacted] states, she has been a member of Massage Envy [redacted] since 2014.  At the time of her enrollment, she signed an agreement stating that her Membership Dues would be billed on a monthly basis until she cancelled her membership or it was terminated.  Since July of 2016 [redacted] has failed to pay her monthly Membership Dues.  We reached out to [redacted] on several occasions to try to resolve this matter via phone, email and letter between July-October 2016 without any response. In September and October and outside agency also attempted to contact [redacted] via letter on several occasions to attempt to process her debt.  Several weeks ago she spoke to a front desk associate and told them she was intentionally not paying because she was not using her membership.  The front desk associate informed her she had the option of freeze her account or cancelling.  Last week [redacted] called again at which time we spoke about her options to reinstate her member benefits by paying half of her past due payments or cancelling her membership effective immediately and forfeiting her member benefits.  She chose the latter and agreed to forfeit her member benefits.

[redacted] was never charged any additional fees and she did cancel her account. If you have any other questions, please don't hesitate to reach out to me.Kind Regards,[redacted]General Manager

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:$150.00 FOR THE ACTUAL MASSAGE SERVICE FOR ONE HOUR AND $20.00 TIP.THEY ARGUE THAT THE AMOUNT TO BE REFUNDED IS ONLY $150.00 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] [redacted]
[redacted]
[redacted]
[redacted]
Hello [redacted],
    I received you letter and would like to respond back.  I apologize for the late reply however...

it took me several weeks to contact the client due to them being out of town.  Here at Massage Envy our policy for reserving a reservation is to hold the appointment with a credit card regardless if they have a gift card.  This is protection for the business and upholding out cancellation policy.  We of course try to work with our client as much as possible and I am upset to hear that this client was not given a better experience. I have spoken with the client and resolved the matter at hand to make sure they have been taken care of and are happy.  Please let me know if I can supply any additional information.I hope you have a great day.Thank you! Audrey M[redacted]General ManagerMassage Envy Loveland[redacted]
[redacted]
[redacted] [redacted]

We have reached out to this client same day we received the letter. We offered them to come back within the next week an we will honor the last session they had.

Revdex.com:
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. I will send a check of $395 to massage envy for my 6 months of missed service. 
Regards,
[redacted]

Complaint...

Information:
At Massage Envy Spa, we always strive to accommodate our client’s requests for appointments. We have extended hours during the week and are open on Saturday and Sunday as well - with a full staff of Licensed Massage Therapists and certified Estheticians. As part of Massage Envy Spa’s Wellness Program, members have the added advantage of using their member benefits at any of our over 1000 locations nationwide (including several here in [redacted]!) making it extremely convenient to schedule an appointment. We have had esthteticians on staff the entire summer and if the hours at our clinic were inconvenient for her she could have used any of the Massage Envy's in the local area which she was aware of because she had used the [redacted] location. She also did not keep paying her monthly fees despite her annual agreement with us. When she enrolled we waived the $49.99 enrollment fee and she was entitled to use the clinic at our member rates while she was a member which she did. Lastly, we let her out of her membership agreement prior to the annual date and worked out an arrangement to settle for the four months of dues payments she owed us by waiving 2 months of fees.

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-renew. To rectify this complaint and all...

complaints of this matter we always refund the credit card on file for 4 months. The 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 disputed. This was completed after me (the owner) was notified that the customer had an issue which my new manager notified me about. Our old manager was let go for multiple reasons and one of them was not notifying me of issues within the Spa. I 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[redacted]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
 
Obviously it is not me who asked to transfer a service to a stranger. I have no connection to the person they are claiming I transferred the service to. It 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 file. I did not receive any confirmation of such transaction from them. The person who did this transaction must be investigated and the person that received their treatment must be questioned as well. This 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]