Massage Envy Terra Nova #0797

Client has fulfilled his initial 12 month term and is in Auto-Renew (month to month) with his agreement. The agreement does state that following his initial term, prices are subject to change. Massage Envy in all of California had a price increase of $10.01 for all memberships on Auto-Renew. Clients...

were notified via email, and mail. Client would receive this information only upon client information being up to date. The date client filed this complaint, he also cancelled his membership. Client's final eft payment of $70 was waived as a courtesy and he has December 29th to use remaining accrued hours.

Revdex.com response...Client [redacted]-[redacted] has been a member at the TerraNova Massage Envy since November 15th 2011. We are an independently owned franchisee and an "active" member can use their membership at any location but the account and its status is with the location that they...

sign up at. Back in July 2016 [redacted]-[redacted] first brought this issue to our locations attention. Per her account notes from conversations management and the front desk had with [redacted], she said that her mother, [redacted] had a membership at the Mission Valley location. She told us that back in March 2016 that location made an agreement with her where they cancelled her mothers membership and transferred all her mother's massages to her account and she says she paid for each transfer. When researching this I didn't see any hours on [redacted]'s account that she had hours transferred to her.fter further research I discovered that the Mission Valley location created a separate membership for [redacted] at their location and transferred the hours to that account which then resulted in her mothers account being terminated and [redacted] having two accounts, one at our location and one at Mission Valley. I explained to [redacted] that she needs to speak with the Mission Valley location to discuss her accounts with them. She was frustrated and kept explaining that this is our issue because it shouldn't matter where her hours are or what location has them, that we are her home location and we need to give her her hours. She said she did talk to Mission Valley and they told her to speak to us. I then spoke with a Mission Valley manager and they said they would talk to the client and handle it. They told me that when they made the agreement with [redacted] they didn't know she was a member with us and that's why they created a separate membership for her and they called our location several times after that saying that it is our issue to fix and that Mission Valley hasn't resolved anything. I then emailed the manager and the below conversation then took place. It is now September and we just received word the client submitted a complaint to the Revdex.com on August 17th regarding our location saying that I refuse to call her back and won't fix her account. She is asking for us to restore her hours and refund her that transfer fee's for the stress this has caused. I have exhausted options explaining to the client that her complaint is with the Mission Valley location. After my previously emails with the Mission Valley location and not hearing from [redacted] I was under the impression that the issue was resolved. Now that this has been rebrought to my attention I do see Mission Valley transferred hours to her account with our location and I'm not sure on the status of her understanding because I do not want to continue explaining to the client on another locations behalf.

Revdex.com response...
id="docs-internal-guid-577d3473-68c9-02cb-38bb-01ce8728f3ff">Client [redacted] has been a member at the TerraNova Massage Envy since November 15th 2011. We are an independently owned franchisee and an "active" member can use their membership at any location but the account and its status is with the location that they sign up at. Back in July 2016 [redacted] first brought this issue to our locations attention. Per her account notes from conversations management and the front desk had with [redacted], she said that her mother, [redacted] had a membership at the Mission Valley location. She told us that back in March 2016 that location made an agreement with her where they cancelled her mothers membership and transferred all her mother's massages to her account and she says she paid for each transfer. When researching this I didn't see any hours on [redacted]'s account that she had hours transferred to her.fter further research I discovered that the Mission Valley location created a separate membership for [redacted] at their location and transferred the hours to that account which then resulted in her mothers account being terminated and [redacted] having two accounts, one at our location and one at Mission Valley. I explained to [redacted] that she needs to speak with the Mission Valley location to discuss her accounts with them. She was frustrated and kept explaining that this is our issue because it shouldn't matter where her hours are or what location has them, that we are her home location and we need to give her her hours. She said she did talk to Mission Valley and they told her to speak to us. I then spoke with a Mission Valley manager and they said they would talk to the client and handle it. They told me that when they made the agreement with [redacted] they didn't know she was a member with us and that's why they created a separate membership for her and they called our location several times after that saying that it is our issue to fix and that Mission Valley hasn't resolved anything. I then emailed the manager and the below conversation then took place. It is now September and we just received word the client submitted a complaint to the Revdex.com on August 17th regarding our location saying that I refuse to call her back and won't fix her account. She is asking for us to restore her hours and refund her that transfer fee's for the stress this has caused. I have exhausted options explaining to the client that her complaint is with the Mission Valley location. After my previously emails with the Mission Valley location and not hearing from [redacted] I was under the impression that the issue was resolved. Now that this has been rebrought to my attention I do see Mission Valley transferred hours to her account with our location and I'm not sure on the status of her understanding because I do not want to continue explaining to the client on another locations behalf.

Revdex.com:After the complaint was made, Mission Valley and Tera Nova locations did pass me off to each other several times prior to resolving the issue. However, the issue was finally resolved and I received my hours that I should have had prior to this issue starting and the second account that I never approved the opening of was closed. This complaint came out after I finally started answers from both locations and all matters are now resolved to my satisfaction. There are not more issues.
I have reviewed the response made by the business in reference to complaint ID [redacted], Prior to this response the matter was already fixed so I consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
After the complaint was made, Mission Valley and Tera Nova locations did pass me off to each other several times prior to resolving the issue. However, the issue was finally resolved and I received my hours that I should have had prior to this issue starting and the second account that I never approved the opening of was closed. This complaint came out after I finally started answers from both locations and all matters are now resolved to my satisfaction. There are not more issues.
I have reviewed the response made by the business in reference to complaint ID [redacted], Prior to this response the matter was already fixed so I consider this complaint resolved.
Regards,
[redacted]

Review: Massage Envy signed me up for a contract explaining that I had 7 days from that day to cancel it. Two days after I signed that and gave them my credit card information I had fraudulent activity on that same card (which I rarely use). I had to cancel my entire credit card account and when I did that I called them and cancelled my contract. I was told, 'No problem'. Three months later I get a phone call saying my account is now delinquent and I owe them money. I asked to speak with a manager but they weren't available and were going to 'call me back'. Never got a call. A month later I come home from a business trip and in my mailbox I have a 'Third and Final Notice' explaining that my account is now going to Collections. I called immediately because the letter stated that the person I needed to contact would be working at that time, unfortunately she wasn't working. I left a message and didn't hear back. Two days later I drove to the location and she wasn't working then either (despite the letter once again stating she worked at that time). Finally got a call back the next day only to be told there was nothing she could do and that she was sending me to collections. When I asked to speak to her manager she told me that she didn't need to listen to my foul language (unfortunately I did say, 'What the h--- does that even mean') and she then proceeded to hang up on me. I still have no resolution on the matter and am now in fear that I will be sent to collections over this and that my credit score (currently in excellent condition) will be dinged due to employees not understanding their company contract's and telling me it was cancelled when apparently it wasn't. I could not be more disappointed in a company and the way that they treat their 'customers'.Desired Settlement: I would like for them to consider my account cancelled (considering I was already told it was) and to not submit my 'account' to collections. I never rendered any services from them and never paid them anything to open my 'contract'. As far as I am concerned we are even and this matter should be put to rest.

Business

Response:

I personally spoke to Meghan on 6/19/13 and successfully made arrangements to settle her account. It is my understanding she was happy with our offer. It is also my understanding she will be coming in to use some of her membership benefits. She has my contact information and is welcome to contact me directly in the future.

[redacted], Manager

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Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. We have since resolved the matter.

Regards,