Massage Envy Spas Rochester & Syracuse

We submit this response in reference to the complaint filed by [redacted] , complaint ID * We are sorry that we were unable to hold Ms [redacted] ’s appointment without her providing a credit card number or the physical gift card when she recently attempted to schedule an appointment at one of our Rochester-area locations We are governed strictly by requirements established by our franchisor, Massage Envy Franchising, LLC, and are prohibited from holding an appointment which will be paid for by a gift card unless we either have a valid credit card number or physical possession of the gift card It is not a local requirement, but one that applies across all Massage Envy locations in the United States and the purpose of the requirement is to protect consumers from gift card fraud We do not place any charges against the credit card, the information is only collected and used in the event that the guest fails to appear for the scheduled appointment in accordance with our cancellation policy We cannot place the cancellation charge against the gift card when we don’t have it in our possession, so taking a credit card number to hold an appointment is the only way that we can comply with Corporate policy and ensure that our therapist is able to be paid should a guest not come in as scheduled Handling of credit card information by Massage Envy complies with all Payment Card Industry Data Security Standard requirements as administered by the Payment Card Industry Standards Security Council Furthermore, Massage Envy uses an EMV-compliant point of sale system for encrypting credit card information as an additional measure of consumer protection.While we are sympathetic to Ms [redacted] ’s displeasure with the Corporate policy, gift cards are non-refundable and we are powerless to do anything other than reassure her that, should she choose to make an appointment in the future, we will safeguard her credit card information, if provided, in accordance with PCI data security standard requirements as we do for all of our members and guestsWe hope that with this reassurance, she will choose to schedule an appointment at one of our locations to enjoy a massage or skin care serviceAlternatively, she could visit one of our clinics on a wabasis where she could use her gift card and not need to provide credit card information to hold an appointment Other alternative uses for her gift card would be to purchase retail product from one of our locations, to give her gift card to someone else or to donate her gift card to a charitable organization of her choice

In reference to the complaint filed by [redacted] , Mr [redacted] signed a 12-month membership at our Greece NY location on March 12, Each section of our membership agreement contract was reviewed with Mr [redacted] and he initialed each section after review, as well as signed and dated the agreement at that timeIn becoming a member in 2013, ordinarily a person paid $per month for their membershipIn this case, Mr [redacted] ’s wife, Janet, is also a member, so Mr [redacted] was afforded the reduced rate of $per month for his membership during his initial membership term and, due to a nationwide rate increase, his membership fee rose to $after his initial term and has remained at that rate to dateAs part of the value of the monthly membership payment, Massage Envy reserves a one hour massage session for that member in his or her membership accountThe contract clearly states that as long as a membership is active, a member never loses that service, it rolls forward into future months, and it can be used at any of our locations nationwideThe terms of Mr [redacted] ’s agreement provide for a 12-month initial term after which the agreement continues on a monmonth basis until it is cancelledOur standardized membership agreement, which is used in over 1,Massage Envy locations nationwide, clearly states that the membership is auto-renewable and will continue on a monmonth basis after the completion of the initial 12-month term until the membership is cancelledMr [redacted] ’s executed contract includes his initials acknowledging that the agreement is auto-renewablePlease see below Also, the agreement Mr [redacted] signed states that upon termination or cancellation of one’s membership, all unused services will expireHis initials appear next to the relevant paragraph belowOn September 10, 2016, Mr [redacted] visited the Greece Massage Envy and stated that he was unaware that his membership was still activeHe currently has available servicesAfter a staff member explained various options to him, she asked him what resolution he would like and he asked to transfer one-half of his sessions to his wifeCorporate policy permits the transfer of only one service per month to the same person, so the staff person to whom he spoke was not authorized to agree to the transfer of that many services, but she told Mr [redacted] that she would ask a manager if an exception to the policy could be made on his behalfThen, on September 11, 2016, the customer service manager called Mr [redacted] and informed him that we would transfer massage services to his wife’s account as he had requestedHe then returned to the location the next day (September 12) and asked for a refundThe manager on duty spoke with Mr [redacted] and explained that corporate policy does not allow for membership payments to be refundedThe manager also provided Mr [redacted] with a copy of hiscontract as well as the membership cancellation form and informed him that he would have days to utilize any accrued servicesMr [redacted] angrily stated that he never has time to use the services and he leftWhile the 70-day period of time (to use accrued services upon cancellation) is longer than that provided for in Mr [redacted] ’s signed agreement, it is the term provided for in the wellness agreements presently offered, so in a showing of good faith, we extended him the courtesy of the lengthier time in which to use his available servicesWe further extended him the courtesy of agreeing to transfer of his accrued services to his wifeIn a continued effort to resolve this matter fairly, and in keeping with Mr [redacted] ’s initial request, we again extend to him the offer to transfer as many of his accrued services as he would like to his wifeAlternatively, we offer an option called “freeze plus” which was explained to Mr [redacted] when he visited on September This is a procedure whereby, for a $monthly fee, his membership will be frozen for a period up to six months, but he can use all of his accrued servicesIf he wishes to accept either proposed resolution (transfer of services or enrollment in “freeze plus”), please have him contact the Greece location manager directly by no later than September 30, If we do not hear from him within that time, then his unused services will lapse days from the date on which he completed his cancellation documentation

Thank you for this information Mr [redacted] holds a Massage Envy Gift Card and scheduled an appointment with us at 5:pm on September 25, When we book an appointment, regardless of whether from a gift card or any other means, our associates explain our cancellation policy to the person booking the appointment Our policy is that you can cancel up to the day before your appointment with no charge, you can cancel the day of your appointment, but if we cannot rebook the time, then you will be charged 50% of the appointment fee in order that we can pay our Licensed Massage Therapist for their time This is standard policy across all 1,000+ Massage Envy locations throughout the United States Mr [redacted] failed to appear for his 5:appointment Notes in the file made on September 25, indicate that a staff member telephoned Mr [redacted] at 5: pm and was unable to leave a voice mail message However, within minutes, Mr [redacted] phoned the clinic and said he was on his way to the appointment Moments later, at 5:pm, he called again and said that he would not be coming in due to illness The staff member to whom he spoke informed him that he would be charged 50% of the appointment fee to which he responded “no you won’t”, he said he would contact our corporate office and hung up the phone on our staff member While we are sorry Mr [redacted] is upset, this occurred over months ago and we had not heard of any issue until recently Mr [redacted] contacted us via the internet on April 7, to demand a refund Our Customer Service Manager promptly called to once again explain what occurred and why Mr [redacted] became belligerent, rude, and threatening on the phone, told the Customer Service Manager that he planned to “make a big stink out of this” and hung up the phone Mr [redacted] then requested electronically that an owner or someone from our corporate franchise office contact him We received this message late on April and planned to contact him on April 8th, however, we received the Revdex.com complaint prior to contact being made We stand by our cancellation policy and will not refund the amount charged to the gift card as Mr [redacted] was informed of the cancellation policy at the time that he scheduled his appointment We are very focused on great customer service and while we strive for 100% satisfaction, situations like this do occur

In reference to complaint ID [redacted] Our employee did not anyway harass the owner of the vehicle He was merely "trying" to explain the storage procedure.(Which pertains to any vehicle towed in or left on any business lot)There was never bill given or mailed to the customerWe at Wentz Auto Body are always willing to work with a customer if given the chance.Roxanne W

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The offer from them was for me to pay them more money and use more of their services is odd because I have made it clear that I do not want their services and want my money back The fact that they never offered me the paperwork I would need to stop them from raiding my bank account, nor did they let me know that such paperwork existed I have retained an attorney to help me in this matter.Regards, [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 Regards, [redacted] ***

Regarding Complaint [redacted] , the General Manager of our Greece location contacted Mr [redacted] directly after the filing of this complaint His account has been placed on Freeze Plus status which will allow him to catch up on his membership and use his available services It is our understanding that the issue is resolved

This is submitted in response to the complaint from *** ***/complaint ID #*** which was received by regular mail on January 5, On March 21, 2016, Mr*** entered into a Massage Envy Wellness Agreement with a 6-month termIt is a standardized agreement which is used in over 1,
Massage Envy locations nationwide and a copy of the signed agreement is included with this responseAs part of the value of the monthly membership payment, Massage Envy reserves a one hour massage or facial session for that member in his or her membership accountThe contract clearly states that as long as a membership is active, a member never loses that service, it rolls forward into future months, and it can be used at any of our locations nationwide
Each section of the Wellness Agreement contract was reviewed with Mr*** and he initialed each section indicating his acceptance, as well as signed the Agreement at its endThe terms of Mr***’s agreement provide for a 6-month initial term after which the agreement continues on a month-to-month basis until it is cancelledMr***’s executed agreement includes his initials acknowledging his acceptance that the agreement is auto-renewableHis signature on the agreement authorizes Massage Envy to continue to charge the credit card on file until the membership is cancelledThe agreement further provides that cancellation requests must be upon written notice and upon cancellation the member shall have days to use any available services; thereafter all unredeemed services will expirePlease note that Mr***’s initials appear next to the section of the Wellness Agreement which states in capital letters “YOU ACKNOWLEDGE AND AGREE THAT YOU HAVE NO RIGHT TO ANY REFUNDS OR CREDITS OF ANY KIND UNDER ANY CIRCUMSTANCES FOR ANY UNUSED WELLNESS BENEFITS.”
Mr*** states in his complaint that he called our location in September to cancel his membershipWe do not have any record of that call and Mr*** did not make any effort at that time to request or complete the necessary paperwork to cancel his membershipOn December 21, 2016, one of our staff members made a courtesy call to Mr*** to let him know he had available services and he requested a call from a managerOur operations manager called him back that day and left a messageIt was not until December 30, when Mr*** sent an email to the general clinic mailbox that our manager heard from himThe operations manager responded to Mr***’s email and forwarded him a cancellation formMr*** completed the form by signing it on December and noting a back-dated cancellation date of September 15, He returned the signed cancellation form (copy attached) to our clinic by email on December 30, with a vulgar messageAfter receiving the form and Mr***’s message, our operations manager telephoned him to address his concernsDuring the phone call, in a gesture of good faith, the operations manager offered to refund Mr*** for two of the services that were charged to himThat offer was met with an angry, profane response after which Mr*** abruptly hung up the phoneThis was apparently the same day that Mr*** submitted his complaint to the Revdex.comThe next day (December 31), our operations manager sent Mr*** an email informing him that his account had been cancelled and that he has days to use his available services in accordance with the terms of the Agreement
Simply stated, Mr*** signed a binding contract which he now wishes to disregardHe cannot credibly say that he didn’t know he was being charged a monthly fee because it would
Mr***’s attempt to back-date the cancellation form to September is of no import because the form clearly includes his acknowledgment and agreement that his cancellation is effective ten days after the properly completed form is received (which was December 30, 2016)
have appeared on his credit card statement and because it is our practice to make courtesy calls to members when monthly charges are made to their credit cards to alert them that they have available servicesThe fact that Mr*** chose to not use his services at Massage Envy does not entitle him to a refund any more than he would be entitled to a refund for a gym membership which he failed to use
Nevertheless, in a continued effort to resolve this matter fairly, we again extend to Mr*** the offer to refund two monthly paymentsIf he wishes to accept that resolution, please have him contact the Fayetteville location directly by email by January 27, If we do not hear from him within that time, then he will still have the balance of the cancellation period (until March 10, 2017) to use his available services
Response, Wellness Agreement, and Cancellation request are attached

Response from Massage Envy Submitted July 11, 2017This is submitted in response to the complaint from *** ***/complaint ID #*** which was received electronically on July 3, On April 27, 2016, Ms*** entered into a Massage Envy Wellness Agreement with a 12-month initial term, after
which the Agreement continues on a month-to-month basisIt is a standardized agreement which is used in over 1,Massage Envy locations nationwide and a copy of the signed agreement is included with this responseAs part of the value of the monthly membership payment, Massage Envy reserves a one hour massage or facial session for that member in his or her membership accountThe contract provides that as long as a membership is active, a member never loses that service, it rolls forward into future months, and it can be used at any of our locations nationwide.Each section of the Wellness Agreement contract was reviewed with Ms*** and she initialed each section indicating her acceptance, as well as signed the Agreement at its endMs*** has made regular monthly payments, but failed to make the payment which was due on June 28, As a result, her membership is in a suspended status until she makes the payment that is owed under the terms of the Wellness AgreementWere her account presently active, she would have available services; however, the Agreement clearly states that services accrue monthly and may be used after receipt of payment provided that the account is activeThe Agreement also clearly states in capitalized font “YOU ACKNOWLEDGE AND AGREE THAT YOU HAVE NO RIGHT TO RECEIVE ANY REFUNDS OR CREDITS OF ANY KIND UNDER ANY CIRCUMSTANCES FOR ANY UNUSED WELLNESS BENEFITS, INCLUDING WITHOUT LIMITATION ANY UNUSED MASSAGES.” Ms*** indicated her acceptance of these terms of the Wellness Agreement by placing her initials next to the sections setting forth these provisions.In her complaint to the Revdex.com, Ms*** seeks a refund for the unused services in her accountPursuant to policy and the Wellness Agreement terms which Ms*** acknowledged, refunds are not made for unused servicesTherefore, Ms*** has two optionsThe first is to continue to fail to make payments which will cause us to terminate her membership and she will lose the accrued services as a result of her account not being in active statusAlternatively, if Ms*** makes a single payment to bring her account into an active status, then she can cancel her membership which will stop future billing and she will receive days from the date on which she submits her cancellation form within which to use the available services in her accountIt is our understanding that, after filing this complaint with the Revdex.com, she spoke with an owner of the Webster location who explained this latter option to her and offered to send her cancellation paperworkShe responded that she would think about it, but to date, we have not received any further contact from Ms***If she wishes to cancel her membership and have the opportunity to use the accrued services, then she will need to make a payment to bring her account into active statusIf she delays beyond her next payment due date which is on July 28, then additional monthly payments will be required to bring her account into active status, so she would benefit by making a timely decision

I am one of the owners of the Massage Envy located in Clay, NY and I write in response to your letter and the above referenced customer complaint which I received on May 9, On August 17, 2015, Ms*** signed a Massage Envy Wellness Membership Agreement with a 12-month termIt is a
standardized agreement which is used in over 1,Massage Envy locations nationwide and a copy of the signed agreement is enclosedThe first paragraph of the agreement provides that "[d]uring 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 services." The agreement further provides (in the second initialed paragraph) that "[u]pon termination or cancellation of your membership for any reason, all unredeemed membership services will expire days after the final membership payment has processed." The final sentence of the first Initialed paragraph of the agreement states that "[n]o refunds will be given for any remaining unused sessions• Please note that Ms***'s initials appear at the beginning of each of the agreement's paragraphsOn April 26, 2015, Ms*** contacted our Clay, NY location by telephone seeking to cancel her membershipThe staff member to whom she spoke (Courtney) informed her of the cancellation policy outlined aboveOn April 28, 2016, Ms*** forwarded us a copy of a letter dated April 26, from her health care provider, *** *** ***, and we began processing the cancellation requestThat day, Ms*** again spoke with Courtney who reviewed the cancellation policy with Ms*** andexplained that she would have seventy (70) days to use her unused membership servicesl, too, spoke with Ms*** later that same dayDuring that call, I explained that refunds for unused services are not given and discussed the available options for utilizing her available services in the next daysWhile the 70-day period of time is longer than that provided fur in Ms***'s signed agreement, it is the term provided for in the wellness agreements presently offered, so in a showing of good faith, we extended Ms*** the courtesy of the lengthier time in which to use her available servicesOn April 28, - apparently the same date Ms*** filed this complaint with the Revdex.com, but before we received and could respond to it - Ms*** submitted a complaint to the Massage Envy Franchise Support Center demanding a refund for her unused servicesThat complaint was forwarded electronically to the Clay, NY location on May 2, and I responded to her by email dated that same dayIn my email, I again explained that no refunds are given for unused services at the time of cancellation and I reiterated that she would be afforded days to use her available services at any Massage Envy location nationwideA copy of my May email is attachedI received no response to that messageIn a continued effort to resolve this matter fairly, we again extend to Ms*** the offer of days to use her unused servicesIf she wishes to accept that resolution, please have her contact me directly by email within days of the date of this letter in order to start the 70-day time periodIf I do not hear from her within that time, then her unused services will lapse in accordance with the terms of the agreementSincerely, Dean ***, LMT Co-owner, Massage Envy of Syracuse Enclosures

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. As I told their manager, the contract is the last refuge of a poor customer service focusBy throwing the contract in my face (and I don't dispute anything that he says about that contract), rather than trying to work with me to resolve my complaint (I had thought that I had cancelled months earlier based on what I was told by one of his employees), he chose to fall back to the "There is a contract" defense My complaint with the business remains, they have no focus on customer service and should be avoided by consumers at all costs. By the way, I protested the charges both to my credit card company and to Massage Envy corporate and the charges were refundedThere is a lesson for the local manager in that. Regards, *** ***

In reference to complaint ID [redacted]Our employee did not anyway harass the owner of the vehicle.  He was merely "trying" to explain the storage procedure.(Which pertains to any vehicle towed in or left on any business lot)There was never bill given or mailed to the customer. We at Wentz...

Auto Body are always willing to work with a customer if given the chance.Roxanne W.

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. 
Regards,
[redacted]

In reference to the complaint filed by [redacted], Mr. [redacted] signed a 12-month membership at our Greece NY location on February 8, 2015. Each section of our membership agreement contract was reviewed with Mr. [redacted] and he initialed each section after review, as well as signed and dated the...

agreement at that time. In becoming a member, one agrees to pay the monthly membership rate (in this case, Mr. [redacted]’s monthly rate is $49.99) and, as part of the value of the membership payment, Massage Envy reserves a one hour massage session for that member in his or her membership account. The contract clearly states that as long as a membership is active, a member never loses that service, it rolls forward into future months, and it can be used at any of our locations nationwide. The terms of Mr. [redacted]’s agreement provide for a 12-month initial term after which the agreement continues on a month-to-month basis until it is cancelled.Our standardized membership agreement, which is used in over 1,100 Massage Envy locations nationwide, clearly states that the membership is auto-renewable and will continue on a month-to-month basis after the completion of the initial 12-month term until the membership is cancelled. Mr. [redacted]’s executed contract includes his initials acknowledging that the agreement is auto-renewable and the agreement expressly permits Massage Envy to continue to charge his account in accordance with the terms of his agreement. Please see attached agreement. On September 12, 2016, Mr. [redacted] visited the Greece Massage Envy and stated that he was unaware that his membership was still active. He currently has 16 available services. After a staff member explained various options to him, he opted to complete a cancellation request form. In accordance with the terms of the cancellation request, he has 70 days beginning on September 12 in which to use any available services. Mr. [redacted] requests a refund for six months of payments that he claims were not authorized. The agreement clearly states that, upon cancellation or termination of one’s membership, no refunds will be given for any unused session. While Massage Envy is authorized to charge his account by the terms of the agreement which he signed, in an effort to address his concerns, we are willing to allow him to transfer up to six of his available services to 3 or more persons of his choosing (no more than 2 services to the same person) and any transferred services must be used before the end of December 2016. Ordinarily, there is a $10 charge for each transferred service, however, we are willing to waive that charge should he wish to take advantage of our proposal. Mr. [redacted] will be able to retain the other available services for his own use during the 70-day period from the date upon which he completed his cancellation form. If Mr. [redacted] wishes to accept the proposed resolution, please have him contact the Greece location manager directly by no later than October 15, 2016. If we do not hear from him within that time, then his unused services will lapse 70 days from the date on which he completed his cancellation documentation. A copy of the signed and initialed contract is attached.

Response from Massage Envy – Pittsford to [redacted]/Complaint ID #[redacted] Submitted June 19, 2017This is submitted in response to the complaint from [redacted]/complaint ID #[redacted] which was received electronically on June 13, 2017. On May 22, 2017, Ms. [redacted] entered into a Massage...

Envy Wellness Agreement with a 12-month term. It is a standardized agreement which is used in over 1,100 Massage Envy locations nationwide and a copy of the signed agreement is included with this response. As part of the value of the monthly membership payment, Massage Envy reserves a one hour massage or facial session for that member in his or her membership account. The contract clearly states that as long as a membership is active, a member never loses that service, it rolls forward into future months, and it can be used at any of our locations nationwide.Each section of the Wellness Agreement contract was reviewed with Ms. [redacted] and she initialed each section indicating her acceptance, as well as signed the Agreement at its end. The basis of Ms. [redacted]’s complaint to the Revdex.com is that she wishes to cancel her agreement. The agreement provides that during the initial term, a member can cancel his or her agreement if a medical provider submits a written statement indicating that the member cannot receive massage services for medical reasons. The day after the date on which this complaint was filed with the Revdex.com, Ms. [redacted]’s doctor has provided us with a written statement and we have cancelled her membership effective June 14, 2017. Therefore, it appears that her concerns expressed in this complaint have been resolved. However, if further information is needed, please contact us.

We submit this response in reference to the complaint filed by [redacted], complaint ID *.  We are sorry that we were unable to hold Ms. [redacted]’s appointment without her providing a credit card number or the physical gift card when she recently attempted to schedule an appointment at one of...

our Rochester-area locations.  We are governed strictly by requirements established by our franchisor, Massage Envy Franchising, LLC, and are prohibited from holding an appointment which will be paid for by a gift card unless we either have a valid credit card number or physical possession of the gift card.  It is not a local requirement, but one that applies across all Massage Envy locations in the United States and the purpose of the requirement is to protect consumers from gift card fraud.  We do not place any charges against the credit card, the information is only collected and used in the event that the guest fails to appear for the scheduled appointment in accordance with our cancellation policy.  We cannot place the cancellation charge against the gift card when we don’t have it in our possession, so taking a credit card number to hold an appointment is the only way that we can comply with Corporate policy and ensure that our therapist is able to be paid should a guest not come in as scheduled.  Handling of credit card information by Massage Envy complies with all Payment Card Industry Data Security Standard requirements as administered by the Payment Card Industry Standards Security Council.  Furthermore, Massage Envy uses an EMV-compliant point of sale system for encrypting credit card information as an additional measure of consumer protection.While we are sympathetic to Ms. [redacted]’s displeasure with the Corporate policy, gift cards are non-refundable and we are powerless to do anything other than reassure her that, should she choose to make an appointment in the future, we will safeguard her credit card information, if provided, in accordance with PCI data security standard requirements as we do for all of our members and guests. We hope that with this reassurance, she will choose to schedule an appointment at one of our locations to enjoy a massage or skin care service. Alternatively, she could visit one of our clinics on a walk-in basis where she could use her gift card and not need to provide credit card information to hold an appointment.  Other alternative uses for her gift card would be to purchase retail product from one of our locations, to give her gift card to someone else or to donate her gift card to a charitable organization of her choice.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The offer from them was for me to pay them more money and use more of their services is odd because I have made it clear that I do not want their services and want my money back.  The fact that they never offered me the paperwork I would need to stop them from raiding my bank account, nor did they let me know that such paperwork existed.  I have retained an attorney to help me in this matter.Regards,  [redacted]

Regarding Complaint [redacted], the General Manager of our Greece location contacted Mr. [redacted] directly after the filing of this complaint.  His account has been placed on Freeze Plus status which will allow him to catch up on his membership and use his available services.  It is our...

understanding that the issue is resolved.

In reference to the complaint filed by [redacted], Mr. [redacted] signed a 12-month membership at our Greece NY location on March 12, 2013. Each section of our membership agreement contract was reviewed with Mr. [redacted] and he initialed each section after review, as well as signed and dated the...

agreement at that time. In becoming a member in 2013, ordinarily a person paid $59 per month for their membership. In this case, Mr. [redacted]’s wife, Janet, is also a member, so Mr. [redacted] was  afforded the reduced rate of $49 per month for his membership during his initial membership term and, due to a nationwide rate increase, his membership fee rose to $49.99 after his initial term and has remained at that rate to date. As part of the value of the monthly membership payment, Massage Envy reserves a one hour massage session for that member in his or her membership account. The contract clearly states that as long as a membership is active, a member never loses that service, it rolls forward into future months, and it can be used at any of our locations nationwide. The terms of Mr. [redacted]’s agreement provide for a 12-month initial term after which the agreement continues on a month-to month basis until it is cancelled. Our standardized membership agreement, which is used in over 1,100 Massage Envy locations nationwide, clearly states that the membership is auto-renewable and will continue on a month-to month basis after the completion of the initial 12-month term until the membership is cancelled. Mr. [redacted]’s executed contract includes his initials acknowledging that the agreement is auto-renewable. Please see below… Also, the agreement Mr. [redacted] signed states that upon termination or cancellation of one’s membership, all unused services will expire. His initials appear next to the relevant paragraph below. On September 10, 2016, Mr. [redacted] visited the Greece Massage Envy and stated that he was unaware that his membership was still active. He currently has 24 available services. After a staff member explained various options to him, she asked him what resolution he would like and he asked to transfer one-half of his sessions to his wife. Corporate policy permits the transfer of only one service per month to the same person, so the staff person to whom he spoke was not authorized to agree to the transfer of that many services, but she told Mr. [redacted] that she would ask a manager if an exception to the policy could be made on his behalf. Then, on September 11, 2016, the customer service manager called Mr. [redacted] and informed him that we would transfer 12 massage services to his wife’s account as he had requested. He then returned to the location the next day (September 12) and asked for a refund. The manager on duty spoke with Mr. [redacted] and explained that corporate policy does not allow for membership payments to be refunded. The manager also provided Mr. [redacted] with a copy of hiscontract as well as the membership cancellation form and informed him that he would have 70 days to utilize any accrued services. Mr. [redacted] angrily stated that he never has time to use the services and he left. While the 70-day period of time (to use accrued services upon cancellation) is longer than that provided for in Mr. [redacted]’s signed agreement, it is the term provided for in the wellness agreements presently offered, so in a showing of good faith, we extended him the courtesy of the lengthier time in which to use his available services. We further extended him the courtesy of agreeing to transfer 12 of his accrued services to his wife. In a continued effort to resolve this matter fairly, and in keeping with Mr. [redacted]’s initial request, we again extend to him the offer to transfer as many of his accrued services as he would like to his wife. Alternatively, we offer an option called “freeze plus” which was explained to Mr. [redacted] when he visited on September 10. This is a procedure whereby, for a $10 monthly fee, his membership will be frozen for a period up to six months, but he can use all of his accrued services. If he wishes to accept either proposed resolution (transfer of services or enrollment in “freeze plus”), please have him contact the Greece location manager directly by no later than September 30, 2016. If we do not hear from him within that time, then his unused services will lapse 70 days from the date on which he completed his cancellation documentation.

Thank you for this information.  Mr. [redacted] holds a Massage
Envy Gift Card and scheduled an appointment with us at 5:00 pm on September 25,
2014.  When we book an appointment, regardless of whether from a gift card
or any other means, our associates explain our cancellation...

policy to the
person booking the appointment.  Our policy is that you can cancel up to
the day before your appointment with no charge, you can cancel the day of your
appointment, but if we cannot rebook the time, then you will be charged 50% of
the appointment fee in order that we can pay our Licensed Massage Therapist for
their time.  This is standard policy across all 1,000+ Massage Envy
locations throughout the United States.  Mr. [redacted] failed to appear for his
5:00 appointment.  Notes in the file made
on September 25, 2014 indicate that a staff member telephoned Mr. [redacted] at 5:07
pm and was unable to leave a voice mail message.  However, within minutes, Mr. [redacted] phoned the
clinic and said he was on his way to the appointment.  Moments later, at 5:20 pm, he called again
and said that he would not be coming in due to illness.  The staff member to whom he spoke informed
him that he would be charged 50% of the appointment fee to which he responded
“no you won’t”, he said he would contact our corporate office and hung up the
phone on our staff member.  While we are sorry Mr. [redacted] is upset, this
occurred over 7 months ago and we had not heard of any issue until recently.
Mr. [redacted] contacted us via the internet on April 7, 2015 to demand
a refund.  Our Customer Service Manager promptly called to once again
explain what occurred and why.  Mr. [redacted] became belligerent, rude, and
threatening on the phone, told the Customer Service Manager that he planned to
“make a big stink out of this” and hung up the phone.  Mr. [redacted] then requested electronically that
an owner or someone from our corporate franchise office contact him.  We
received this message late on April 7 and planned to contact him on April 8th, however, we received the
Revdex.com complaint prior to contact being made.  We stand by our cancellation
policy and will not refund the amount charged to the gift card as Mr. [redacted] was
informed of the cancellation policy at the time that he scheduled his
appointment.
We are very focused on great customer service and while we strive
for 100% satisfaction, situations like this do occur.