Revdex.com response...Client [redacted] ***- [redacted] has been a member at the TerraNova Massage Envy since November 15th 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 atBack in July [redacted] ***- [redacted] first brought this issue to our locations attentionPer 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 locationShe told us that back in March 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 transferWhen 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 ValleyI explained to [redacted] that she needs to speak with the Mission Valley location to discuss her accounts with themShe 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 hoursShe said she did talk to Mission Valley and they told her to speak to usI then spoke with a Mission Valley manager and they said they would talk to the client and handle itThey 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 anythingI then emailed the manager and the below conversation then took placeIt 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 accountShe is asking for us to restore her hours and refund her that transfer fee's for the stress this has causedI have exhausted options explaining to the client that her complaint is with the Mission Valley locationAfter my previously emails with the Mission Valley location and not hearing from [redacted] I was under the impression that the issue was resolvedNow 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
Client has fulfilled his initial month term and is in Auto-Renew (month to month) with his agreementThe agreement does state that following his initial term, prices are subject to changeMassage Envy in all of California had a price increase of $for all memberships on Auto-RenewClients were notified via email, and mailClient would receive this information only upon client information being up to dateThe date client filed this complaint, he also cancelled his membershipClient's final eft payment of $was waived as a courtesy and he has December 29th to use remaining accrued hours
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 issueHowever, 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 closedThis complaint came out after I finally started answers from both locations and all matters are now resolved to my satisfactionThere 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] ***- [redacted]
Revdex.com response...Client [redacted] ***- [redacted] has been a member at the TerraNova Massage Envy since November 15th 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 atBack in July [redacted] ***- [redacted] first brought this issue to our locations attentionPer 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 locationShe told us that back in March 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 transferWhen 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 ValleyI explained to [redacted] that she needs to speak with the Mission Valley location to discuss her accounts with themShe 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 hoursShe said she did talk to Mission Valley and they told her to speak to usI then spoke with a Mission Valley manager and they said they would talk to the client and handle itThey 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 anythingI then emailed the manager and the below conversation then took placeIt 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 accountShe is asking for us to restore her hours and refund her that transfer fee's for the stress this has causedI have exhausted options explaining to the client that her complaint is with the Mission Valley locationAfter my previously emails with the Mission Valley location and not hearing from [redacted] I was under the impression that the issue was resolvedNow 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
Client has fulfilled his initial month term and is in Auto-Renew (month to month) with his agreementThe agreement does state that following his initial term, prices are subject to changeMassage Envy in all of California had a price increase of $for all memberships on Auto-RenewClients were notified via email, and mailClient would receive this information only upon client information being up to dateThe date client filed this complaint, he also cancelled his membershipClient's final eft payment of $was waived as a courtesy and he has December 29th to use remaining accrued hours
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 issueHowever, 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 closedThis complaint came out after I finally started answers from both locations and all matters are now resolved to my satisfactionThere 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] ***- [redacted]