Massage Envy

Massage Envy owes me a refund and they are demanding I pay them for services never rendered
I was a member of Massage Envy located at*** until January when my new HSA denied to cover the cost I have two remaining credits equaling $130, yet I received a collections notice from a group called *** Group, LLC representing Massage Envy and demanding that I pay $ The collection notice is stating that I owe this amount to Massage Envy ***; I never belonged to or have visited this site

Customer *** *** was refunded for the amount she disputed of $59.99. *** ***
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]Again, *** and Massage Envy are simple doing nothing to get our hours refund check to usThey have been advised AGAIN,AGAIN and AGAIN that my wife *** simple won't have anything to do with anyone at Massage Envy since her nasty and unprofessional encounter with the staff and manager thereAlso her contract was AGAIN cancelled verbally by me over the phone with a rep in early October just before her last massageThe only way to resolve this issue is a total refund check of $for the hours she still has with Massage EnvyStop ignoring our requestAGAIN *** refuses any contact with Massage EnvyStop asking her to call youShe won't.*** * ***PS: *** *** is calling me today tooHurrah!!!

Great companyShowed up on time and they were awesomeMoved from the third floor, and the three movers never stoppedWill use them again next time I need anything moved

Have used FFMS for years and love themAlways professional, great customer service and very reliable

The firefighters that moved me today was awesome, very nice and treated my furniture like it was theirsThey wrapped everything and was very careful, I would recommend them to everyone I give them stars!!@

Awesome experience My movers went above and beyond, were friendly and handled my belongings as if they were theirsGreat stress free move:)

Absolutely wonderful experience! The guys were so nice, professional, and efficient! The whole process, from requesting a quote to the actual move was effortless on my partWould recommend to anyone!

Moving was made easy by firefighters finest! They were quick, efficient and very nice!! I would definitely call them if I foind myself moving again!

Very friendly and professional service from initial call to when the work was completedI would call them everytime I move

Fantastic companyHas moved me times now

Outstanding service, this is our third move using these young men

All Wellness Agreements are cancelled the day the requests are received as long as the member had met the stated requirements to do soWith this particular member, we accidentally allowed one billing to occur that should not haveWhen this was brought to our attention, we promptly refunded that
money to her, as she stated.As stated clearly in the Wellness Agreement, members will have an additional days after cancellation to use any remaining credits they may have in their accountAfter which time, they will be lost(see attached documentation)The customer also states that we do not allow freezing of the accountThis is completely falseWe do allow two freezing options for an account, however, this customer wanted to freeze the account after she had put in the cancellationThis, obviously, is not allowed.This customer will not be getting a refund, as we delivered our obligations and followed all terms of the Wellness Agreement.Chris B***franchisee

This is a great moving company They were on time, they followed up with confirmations of the move date, the called minutes ahead to confirm they were on their way and I mean on the dotThe movers (Benny and Junior) worked collaboratively, both were very nice, respectful and did a great, great, great job! You can tell that these employees were well trained with a high expectation of customer service and satisfaction Thanks for doing a great job guys! Suzanne H

I am the owner of Massage Envy Whitefish BayUnfortunately, I received a letter from you todayregarding Ms ***Thank you for the opportunity to explain our side of the situation.Ms *** did indeed book an appointment last weekOn 7/at 3:26pm she called to book anappointment
because she had received a gift cardShe booked her appointment for 7/29/at6:30pmFollowing are comments from my Front Desk Associates which illustrate how rude Ms***was and that she seemed determined to bully her way out of paying the cancellation fee from thebeginning:7/29/Per ***- She called around noon and wanted to delete her appointment, *** told her thatwe will charge her half per the cancellation policy which she was aware of, being a previous membermw7/30/Called and was very upset because her card was charged $(same day cancellation) and wasscreaming at *** saying that she never booked an appointment and we over charged her and we need todelete her out the system because she is not a member with us anymore***a told her that we willgive her a call back and *** was continuing to scream on the phone and told *** not to call her back ifwe needed to get into contact with her, she wants someone else to call herAfter *** hung up, andfigured out everything I (***) called *** back to get her side of the story to refund her the$She explained everything to me and I was trying to work with her, I asked her if she got areminder call and she said yes she did but it was not her responsibility to call us to Jet us know it was ourmistake so we need to handle the situation betterShe then goes to say" You better take my name outyour system because I will report fraud"As I was trying to talk to her, she constantly kept cutting me offso I was not able to explain to her about the friendly reminder calls and that it was our mistakeShethen said" This is stupid, you are stupid and this is very unprofessional" I replied "sure thing", she thengoes to say "that was a very dumb mistake you just made, I am going to let all my friends and post onmy facebook how unprofessional this company is and how you all are" and I replied "sure thing, I willrefund you and you will be all cancelled out our system"She then started screaming "I'm not doinganything, it is not my fault, this is whoever booked the appointment fault" I said "I understand that and Iam sorry about the miscommunication" and she screams "You're right your sorry but you should havebeen sorry since the beginning"-mw***7/30/*** *** is RESTRICTED from WFB locationIf she really wants to get in for amassage, she is REQUIRED to talk a manager before bookingIf there are not managers available, thenyou ARE NOT able to book the appointment-mw***8/Received a letter from the Revdex.com from *** stating that she did wanted a refundand unauthorized use of her credit cardI see that her refund went through on 7/We have removedher cc information from the fileTBWe do our best to accommodate people, especially being in the wellness industryHowever, manypeople these days seem very angry and feel that they can bully us by yelling at our associatesMs***was typically not pleasant when she was a member so unfortunately this is not unusual behavior for her.Our cancellation policy is necessary because we turn away business and could have filled the spot jf shehad caned hours beforelast minute cancellations do not allow us an opportunity to rebook and thenthe therapist goes without payWe charge the cancellation fee because the therapist is on reserve forthat client and the cancellation fee allows them to get at least some pay for their time.Please note that we have taken the following course of action:7/30/- Her account was refunded $258/3/- All cred it card information was removed from our files.Again, thank you for the opportunity to share our side of the story.Regards,

Attached you will find Mrs***'s agreement that she signed on September 16th of In Section it states: "During 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, All cancellations requests MUST be accompanied by written proof of relocation (e.gexecuted Mortgage or Rental agreement, utility bill, car insurance) or submission of your Physician's statement that you can no longer receive clinic services." As you can see on the attached agreement, Mrs*** initialed and signed agreeing to the terms of this agreementWe do not tell our members and guests that you can cancel your membership at any time, and that is also explained in the agreement
We have tried to reach out to Mrs*** and explain to her that all of our Massage Therapists are licensed to perform Pre-Natal massageIt is a requirement in school that they must complete hours for Pre-Natal massageWe have also explained that if Mrs*** did relocate and her address is miles from her current address and from any Massage Envy, that she needs to submit proof of that relocation to our officeWe have not received anything from Mrs***
We would like to help Mrs*** get in and get her massages that she needs and has paid forShe can contact our Client Relations Manager, ***, and she can go over more options for herOur phone number is ***We look forward to hearing from Mrs***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
***,
First of all
I would like to thank you for taking time time to respond. Your efforts and those at the local Mission
Viejo locations to reach out to me are appreciated
As you know, since
my most recent “complaint”, I have received several phone calls offering massage
sessions and we were able to take one or more of those. While several of the calls came at a time
when we were unavailable to receive or return the calls within the time
restraints offered due to travel, etc., we have been able to accept some sessions. Thank you again for that. But please understand, I would like to be
able to call Massage Envy a few days in advance, and find openings. I had never intended my membership to be largely
limited to when it was convenient for Massage Envy.
Please allow
me to shed further light on my dissatisfaction with Massage Envy, and perhaps
clarify some elements.
My dissatisfaction
stems from the fact that my wife and I have been unable to schedule massages
with female massage therapists on the weekends, with our start times within
about minutes of each other. I have
tried to schedule such no less than fifteen times this past year with four to fourteen
days advance booking request, but was told no female massage therapists
available.
Is my request to be able to schedule massages
for my wife and I with female massage therapists at either Mission Viejo location
on the weekends, with our start times within about minutes of each other,
four to fourteen days in advance, unreasonable?
In your
response, you indicated that “As a retail spa business, the weekends
definitely book up quickly, as well as our female deep tissue therapists.”
Please note
that we do not require “deep tissue” massages
From what I
understand the two Mission Viejo locations schedule only a fraction of the female
massage therapists on weekends, as is scheduled during the week. Over half of the massage rooms are unused I would think that many working people would want
massages on the weekends. Staff at both
locations confirms that under-staffing of female massage therapists on the
weekends is an ongoing problem.
In your
response, you also indicated that you are “more than willing to allow you to transfer
your massages sessions to your friends and family (per the Massage Envy
transfer policy)” I spoke with
one of the location managers about his.
But what I learned is that the transferee would need to use the massages
within days or they would become void.
This seems somewhat disingenuous, as my wife and I have over unused
sessions. Is this day limit correct?
Lastly, I
would like to thank you for waiving two months membership dues. We did not ask for this, and I know it is a
genuine effort to provide customer satisfaction. However, the underlying issue remains that the
two Mission Viejo locations for whatever reason, are not providing the service
(availability) we seek, and were led to believe were possible.
Is my request to be able to schedule massages
for my wife and I with female massage therapists at either Mission Viejo location
on the weekends, with our start times within about minutes of each other,
four to fourteen days in advance, unreasonable?
Thank you,
*** ** ***

The incident at hand has been resolved with the member in question. It came down to misunderstanding of how the process works and was very easily resolved with a quick phone call

I loved loved this company and the guys we had were AWESOME!! I am definitely using them next year when we move into our house!! Loved these guys

Complaint: ***
I am rejecting this response because: Massage Envy has protected legally themselves without showing any concern for their customers When I cancelled my January appointment I was not asked to submit a "Freeze" form nor queried about the need to submit
a cancellation There was no phone call nor email when I did not schedule an appointment for the following months Massage Envy has been paid each month without providing a service That may be legal but it is not what a customer expects from a service company I feel that I should be paid back for the unused months The fact that a handful of other customers have experienced the same inconsiderate treatment as I did shows that Massage Envy intentionally has protected themselves without regard to serving their clients Is that the reputation they want?
Sincerely,
*** ***