Massage Envy Spa

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 there. I have listened to the conversation and it clearly stated a family emergency. If you want emergency room records those can be provided. Clearly this is a customer service issue. I 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]

We have made contact with the client and are working on getting everything straightened out directly with him.

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.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Massage Envy Spa regarding complaint ID [redacted].Sincerely,[redacted]

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]

The business has responded.  Please see below:
This client spoke to one of our managers and froze her membership on November **, 2015 for 6 months, which was after her complaint was...

submitted to your organization. Therefore, unlike she mentions it in her letter, we did reach out to her to address her complaint and she decided to freeze her membership. Please 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 request. She also does not mention this fact in her complaint. We do have 2 witnesses present on staff who will confirm this fact and will confirm other facts about this incident. If 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 time. We did not find client's X glasses in the massage room (!) or anywhere else in the spa. This client has no proof or evidence that any member of our staff took her sun glasses. Please 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 room. Her therapist felt very offended, discrimi nated and personally hurt for being accused of such thing. Client X mentions that she reached out to Massage Envy "hospitality department" immediately upon arriving home. We did receive a notice from our support office but it was dated December *, 2015 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 accurately. Regards, Andrei K[redacted]

Mr. [redacted] purchased a 12 month membership with us on 8/14/14.  In mid-January 2015 he provided us with a
letter stating that he had moved out of the area, which we accepted as his 30 days
written notice to cancel his 12 month membership.  We left him a message on...

1/16/15 stating that his final dues payment would be pulled on 2/14/15 and that his membership
would be cancelled effective 3/13/15 and all unused member services would need
to be used by 3/14/15.
We are very sorry that he was unable to use those services in the
standard 30 day time frame provided.  We
would really like him to take advantage of those services, so I went ahead
and extended that time frame another 30 days. His 2 unused services are still available for use until 4/13/15. 
Having said that, I do not believe his portrayal of our
actions is accurate or fair.  This is my
understanding of the facts:
We received an online appointment request (email) from Mr. [redacted] on Monday,
3/9/15 at 12:34 am requesting a 2 hour massage on Friday 3/13/15 at 2 pm or
2:30 pm with a female therapist.
I understand that one of my front desk staff called Mr. [redacted] back
on Monday (3/9) and received his voicemail, but did not leave a message. 
We received a second online appointment request (email) from him on Tuesday, 3/10/15 at 10:15 pm requesting a 2 hour massage on Friday
3/13/15 with a specific female therapist of ours at either 3 pm or 2 pm.
I understand that another member of my front desk staff
called Mr. [redacted] back on Wednesday and again received his voicemail.  I was told that another inbound line was
ringing when his voicemail was playing, so she did not leave a message and
instead hung up to take the inbound call with the intent to call back.
I understand Mr. [redacted] called into our clinic shortly
after quite unhappy and unpleasant with my staff because he had received 2 calls
from us, but no voicemails.  He told my
employee he wanted to speak with someone at corporate about us not leaving
detailed messages.  My front desk
employee explained that the therapist he requested was completely booked on Friday and we did not
have availability to book a 2 hour appointment for him with any other female
therapists.  My employee told me that Mr. [redacted] said he was going to contact one of our other Madison locations to try to
book an appointment to use his 2 services prior to 3/14.
We are sorry that we were unable to book a 2 hour massage
for Mr. [redacted] with that specific therapist in the 1 hour window he specified.  I believe that therapist was entirely booked up for that day. 
But we were in no way “unwilling to book” Mr. [redacted]'s massage services.  We simply did not have the resources to book
the exact time, therapist and type of service he requested.
Please understand that the majority of our appointments are
60 and 90 minutes.  So a 2 hour
appointment can be a challenge to schedule on short notice, especially when someone wants to see a specific therapist and when they are booking during our busiest
times (Fri – Sun). 
I understand that the therapist Mr. [redacted] requested actually had a 1 hour massage
appointment cancellation on Friday, just hours after he spoke with my front
desk staff on Wednesday.  I understand my front desk immediately contacted Mr. [redacted] and left a voicemail that we now had an
appointment available with his requested therapist on Friday.  We did not receive a call back.  So my front desk attempted to contact him again
on Thursday to offer him that Friday time slot (which we had been specifically
holding for him for 24 hours now).  They left him a voicemail and sent him an email, but never received a response.  And now I see that instead of responding to us, he filed a complaint with the Revdex.com.
His complaint says that the Problem Occurred on 1/26/15 and
that he talked to the company on 1/27/15. 
We can find no record of Mr. [redacted] visiting our clinic on either of those
days.  I would certainly hope that if he had a problem with our business on either of those days, he would request to
speak with a manager for resolution.

[redacted] did sign up for a membership on Friday 9/19/14 and notified our manager ([redacted]) on Sunday 9/21/14 that she would like to cancel within the 3 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 9/22/14 morning but unfortunately, she forgot.  So on Friday 10/24/14 [redacted] emailed [redacted] again and said that her card had been charged the $59.99 membership fee.  [redacted] responded to [redacted]'s email on 10/26/14 and apologized for the error and confirmed that her membership was now cancelled and her credit card had been refunded for the $59.99 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.

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 complaint. Message 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/*/15.

[redacted] visited our Spa on 4/**/15 for a service and also that same day asked my sales associate to transfer a massage to her friend [redacted]. She also stated that she wanted to also pay for her upgraded enhanced therapy when she came in which is an additional cost. She stated to the sales...

associate that she did NOT want her friend to have to pay for any additional services. The massage was transferred at her request which put her in arrears for her own service for the month of April due to the membership massage transfer to her friend. Every month her membership dues includes one massage OR facial of which that massage was transferred to [redacted]. Upon speaking with her myself and explaining the process to he,r she denies the fact that she even knows who [redacted] is! I explained that we do not just charge credit cards because we don't even have the full credit card number stored in our computers. She requested the transfer and we accommodated her request.

The day of the visit in January I was dissatisfied with their services and told them I was not interested in the twelve month program.  They said I had signed a contract and had to fulfill it.  They were very pushy and not very professional and I was dissatisfied.  According to all the complaints I read online there are several complaints against this company.  I can no longer afford to pay the monthly $54.99 membership for this and I am not interested and believe I shouldn't be charged a yearly fee of $600.00.  I am not working at this time and living paycheck to paycheck weekly on husbands salary only.  The first day I wanted to cancel the contract not in March.  This was on the first visit in January 2015.

To whom it may concern, We are responding in regards to complaint number [redacted].  Based on the research made in regards to this matter, the member has had a membership here at our clinic since May 13, 2016.  Unfortunately, our staff member was not  made aware that it was due to a...

family emergency.  The reason made at the time of the appointment cancellation was due to the fact the member did not have a way to get to the appointment.  Our staff member did follow protocol by notifying and reminding the member of the clinic policy for same day cancelation and charging her the appropriate associated fee.   Per the contract signed and dated by the member on May 13, 2016, specifically in section titled “ Additional Benefit Details” which the member initialized,  indicated that she was explained and understood the cancel/rescheduled sessions policies. We will connect with the client and we are willing to refund the charged cancellation fee of $29.00. If you have any further questions, please do not hesitate to contact me.  I look forward in resolving this matter as soon as possible. Regards,

From: Massage Envy - [redacted]] Sent: Friday, November 04, 2016 2:38 PM To: [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.

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. 
Regards,
[redacted]

Thank you for speaking with me on the phone this morning.  I am providing response, as requested, in writing to the complaint ID:  [redacted] that [redacted] filed with you at the Revdex.com.  When ever the front desk associates communicate with a client of any issue they...

make notes in that clients profile. I am attaching a copy of the notes to go along with this written response.        [redacted] became a member of Massage Envy of Apple Valley on December 10, 2014.  The date that dues are pulled is determined by the date they join.  As a courtesy to all of our members we let them know that if they need to change the day that dues are pulled just to give us a call and we can change it.  [redacted] kept her dues payment date of the 10th of every month.  Our computer system automatically pulls an EFT ( dues payment) on that date every month.  On Jan 10th, 2015 [redacted] went into suspended account as the system was unable to automatically process her dues.  Again, as a courtesy , the front desk makes calls to all of our members when dues are unable to pull.  the typical reason for that is either the card on file has expired or the member got a new credit card and just needs to update it in our system.        On June10th, 2017 [redacted] went into suspended account again as the system was unable to process her dues.  As a courtesy the front desk called her on June14th.  You can see the notes, from the front desk, in the attachment I have included.  At which time [redacted] told the front desk associate that she wanted to cancel her membership.  The policy stated in the membership agreement is very clear and all front desk associates know this policy.  If a membership is not active, due to freezing, suspend or cancellation mode that member does not have benefits of membership.  In order to cancel the membership it must be brought to current active status and that we need a request of cancellation in writing.  We do not take requests for cancelling or freezing an account over the phone.  The member must either go to their home spa or go to the one nearest to them and fill one out and have that spa fax or email that request over to us.  She stated to the front desk associate on that day that she refuses to pay.  ( please see the notes attached)        On June 17th , as a courtesy, called [redacted] again in an attempt to get this matter cleared up.  Again [redacted] refused to pay because she felt she was being asked to pay just to cancel her membership.  Again policy does not say that a member has to pay to cancel his or her membership , but it does however need to be an active membership.        On June 28th , as a courtesy, another called was made and this time the front desk left her a message.  According to the notes [redacted] called back that day still very upset that she had to make a payment to cancel her membership.  Again she was explained the process of how to cancel her membership.  Was very upset on the phone again with the front desk associate.        On July 5th, It would appear an email was sent to [redacted] about her suspended membership and prior conversations.  Also reminded her that the membership does need to be active in order to cancel.        According to her complaint she closed the account the payment was being drawn from through the EFT on June 2, 2017.    She did this prior to any cancellation of membership with intent of not making June payment and cancelling her membership.  In her complaint she stated that she was told she had to purchase one more session in order to cancel,  that is incorrect .  If she called on June 2 to cancel her membership she would have been told that she must come into spa to make that request in writing or to go to her nearest spa and have them provide her a cancellation request and they would either fax or email it over to us.    There are no notes in the account that stated she needed to speak to a manager and I was never told of this.   There are also no notes that she called and spoke to anyone here at this location on June 2, 2017.  The front desk associate would have taken that note down in her profile.          In all of this it is very clear that [redacted] wants to cancel her membership.  Even though its not how the process works   I will consider this complaint through the Revdex.com as her written request of cancellation.   And as per policy, to all members upon cancellation,  she will have 60 days to use any of her accrued sessions.  She has a one hour session available on her account.  If she wishes or chooses not to use the session she has earned through her membership that is her choice but at this time I will not refund her for that earned session.  As [redacted] does not come to this Spa and has not come here since July of 2015 ( see the notes attached) she can use this at her Massage Envy Spa in Vadnais Heights.   Her remaining earned session will expire on Sept 4th, 2017.        It is very unfortunate that this matter had to escalate and reach the Revdex.com but I hope this response finds resolution to this issue.  Again Carol thank you so much for taking my call this morning.  If you have any other questions please do not hesitate but to reach out to me.   Sincerely,         Mitchell [redacted] Clinic Manager

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.

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

solution.

I am not interested in the services of Massage Envy.  I never did say I was satisfied with their services and feel I shouldn't have to pay them anything.  I feel that I was pushed into signing and at that same time I said I was not interested in having a twelve month contract with them. I have contacted the manager and I am not interested in their services and feel I should not have to pay.

[redacted] was contacted many times regarding her account (she had been suspended for nonpayment since 11/23/16) We asked her many times to complete the cancellation form and send back to us.   I myself spoke with [redacted] who was very belligerent when speaking with her. We closed...

her account on 6/1/17.   [redacted] had also signed her significant other for a membership with her credit card.  He was also suspended.  We did not realize that [redacted] membership was being paid for by [redacted].   We have an auto run of our suspended accounts.  On July 13th 2017 the scheduled auto run occurred and on that particular day [redacted] account was paid for all the past due's which totaled $495.00.  My assistant manager phoned me as soon as she saw the report.  I asked her to credit the charges back as I would not intentionally take $495.00 from any members account.  [redacted] credited the account the same day and called [redacted] to explain what happened.  Although he owed us the back payments we would never take that much intentionally.  [redacted] also asked [redacted] to complete the cancellation form.  To this day neither cancellation form has been returned. It was not until [redacted] phoned us that we realized she was paying for his massage.  We have credited every charge back that we owe [redacted].  We had tried tirelessly to reach out to her in the past and the first time I did speak with her she would not listen and was extremely belligerent.  We did the best we could to accommodate [redacted] and close her account.

[redacted] became a member of massage envy east providence on 8.24.15. After his initial term of 12 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 status. Where we reduced his monthly rate from $65 dollars a month to $20 dollars...

a month while he had a chance to catch up with his monthly sessions. On 7.26.17 [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 6 months. He was not pleased that his account went back to the $65 a month. Per corporate policy we are not able to extend a freeze longer then 6 month. He signed the appropriate form and received a copy for his records that his massage envy membership was cancelled as of 7.26.17. And he did still have 4 one hour sessions to use in a period of 60 days. Any further questions please feel free to reach out. [redacted]General Manager[redacted]