Massage Envy Sterling

We received your correspondence with [redacted] 's complaintPlease find all supporting documentation attached and read our explanation below: [redacted] is on our old membership agreement (attached) which only afforded him days after cancelling his membership to use any remaining wellness massages, in March of last year, we changed our agreement offering all clients days to use credits and we have extended this courtesy to all members including those on old agreements such as [redacted] Around the same time last year, we introduced a new program known as our freeze plus program which allows clients to keep their account open and able to use their wellness credits for a fee of $per monthThis is different from our freeze option which would put the account or hold and not allow clients to use wellness credits while their account is on hold,We discussed all our options with [redacted] and he choose to use our Freeze Plus option rather than our freeze so that he could use his credits, We offered to cancel his agreement but he was unhappy he would only have days to use his remaining credits, even though based on his signed agreement he should only be getting days.if you have any further questions please feel free to reach out to me concerning this issue,Sincerely,Bill L***Area Director Massage EnvyAshburn, Leesburg, Sterling

We received your correspondence with [redacted]'s complaint. Please find all supporting documentation attached and read our explanation below:[redacted] is on our old membership agreement (attached) which only afforded him 30 days after cancelling his membership to use any remaining wellness...

massages, in March of last year, we changed our agreement offering all clients 60 days to use credits and we have extended this courtesy to all members including those on old agreements such as [redacted]. Around the same time last year, we introduced a new program known as our freeze plus program which allows clients to keep their account open and able to use their wellness credits for a fee of $20 per month. This is different from our freeze option which would put the account or hold and not allow clients to use wellness credits while their account is on hold,We discussed all our options with [redacted] and he choose to use our Freeze Plus option rather than our freeze so that he could use his credits, We offered to cancel his agreement but he was unhappy he would only have 60 days to use his remaining credits, even though based on his signed agreement he should only be getting 30 days.if you have any further questions please feel free to reach out to me concerning this issue,Sincerely,Bill L[redacted]Area Director Massage EnvyAshburn, Leesburg, Sterling