Massage Envy

This customer's behavior was entirely irate and unacceptableWe have a sign in our lobby that states all gift card sales are final, which was there when the customer decided to purchase the gift cardAfter explaining that we do not refund gift cards, the customer began calling staff members obscene names and using offensive language throughout the building, disrupting other paying client's experiencesThe client also threw pens, business cards, brochures, and mints all over the lobby, which we have attached pictures ofWe asked him to leave but he refused to leaveThe staff called the police on him and waited for the police to arrive to remove him, and we filed a police report against him.We will NOT be refunding, especially after this display of irate behavior

Revdex.com spoke with the business and a complete refund was processed for this customer on April 21,

We, unfortunately, did overlook the email sent on June 4th When the client emailed us again on July 4th we replied with an apology as well as informed the client that we would be refunding the payment of $for the payment taken in July We also allowed the client to have extra time to use her remaining services because of the miscommunication We Processed the refund on July 7, We never heard back from the email we replied to stating all of this I contacted the client, via, phone after receiving this notice from the Revdex.com I have urged the client to please contact me as soon as possible to verify that she did receive our email and the refund Sincerely,Brennen F [redacted] Clinic AdministratorMassage Envy Zona Rosa

Revdex.com spoke with the business on May 28, who indicated that they did honor the special rate for the customer and that she had her appointment on May 26, 2015, and they consider the complaint resolved

Hi, I asked my manager regarding this matter My manager had offered her a free minutes for her next visit because of the inconvenience but this client insisted to have a free minutes She did finished the whole session while she was complaining the room and my therapist gave her full time massage that dayBeside the AC is good but some how that room was warmer than the others That is why my manager thought a free minutes is a reasonable compensation Then she started threatening us to write to you and our corp and even some other review sites, etc and she did We completely understand her upsetting us not please her with a free minutes session which we thought it was not reasonable We already contacted her several times regarding this issue and won't be able to compensate her any more Thank you for the information and we always and will continue provide the best customer service Best regards,

I contacted this client and apologized and helped with getting her in with her current massage therapist and took care of her account and other issues she might have hadFrom our conversation everything is resolved

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] I am posting photos of the gift card as you can see it says it is not redeemable as if received as a giftI did not receive this as a gift I purchased it and I am trying to get them to do the right thing and refund my purchase as I am unsatisfied with the servicethey have taken my $and will not return it this not only stealingit is a matter of principal am I am taking legal action to resole this and to ensure this will not happen to other people in the future I have no intent of back down from my position

I have spoken with [redacted] via email over the past few daysI offered a refund of the Aug payment as she had been working with [redacted] on some resolution with her accountHowever the June and July payments will not be as even [redacted] acknowledge they should have been paidI offered her our Freeze Plus Program and she declinedI did offer her in a follow up email additional time to use the massagesOur cancellation process allows days to use any remaining member servicesI offered her days to use the remaining servicesShe hasn't responded to that email as of yetShe also has yet to fill out the cancellation form requesting the account closed so I do need that document as well

To Whom This May Concern,Please be advised that I have reached out to the client Kali King regarding this matter We will be issuing her the refund that she has requested today I have attached a copy of the contract Kali King signed on the day she signed up for the membership here with us Please note that the contract term was agreed to be from 817- and that any cancellations before the date would have to be validated by giving a doctors note that the guest is no longer able to receive our services or with proof that the guest is moving miles away from any Massage Envy location As a courtesy, we cancelled Kali's account early, without this documentation and without charging a cancellation fee Since the contract was cancelled in this manner the membership benefits were null and void In an effort to appease the situation we have agreed to fulfill Kali's request and issue her a refund in the amount of $ We take pride in our services here at Massage Envy Lake Grove and we apologize for any inconvenienceSincerely,Giselle M***

We did come in contact with our client on 2/11/for complaint ID [redacted] has been a member of ours since 12/11/and has since moved out of the areaI understand client was annoyed by the automated calls so we did inform client we would take all contact information out of his profile so that our automated calls wont processWe are always here to help and did inform client that if transferring his membership to his new location is something he truly wants to do he would have to start the process through that locationIts also the answer we gave him through the YELP review he placed

The client husband complained about purchasing a gift card that had a set expiration date on it and stated he was verbally told that it could be extended due to his wife's pregnancy.When selling gift cards that have expiration dates on them such as promotion cards we make sure that the client understands the termsAny agreements that are made or conversations had are always notated in the client's accountWe have no supporting proof to determine his conversationsWe have decided to extend the session by a few months to allow the client to use her session after her pregnancy.Sent on: 7/19/4:30:PM

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

See attached

Complaint Information: Ms [redacted] is a member of Massage Envy in [redacted] which has roughly members and significantly more massage therapists than our location which is about members and while she is entitled to use her membership at any Massage Envy nationally she is not a member at our facilityAlthough Ms [redacted] was not able to get an appointment with us to to our more limited appointment availability she could have booked an appointment at her home clinic in [redacted] Additionally she wanted to be refunded for her membership dues for the past months when she did not come because she was unable to get an appointmentBecause Ms [redacted] is not a member of the [redacted] location she does not pay any membership dues to us but rather pays those dues to her home clinic in [redacted] **Lastly, Ms [redacted] was contacted by a manager from [redacted] and then subsequently by the Regional Operator of the [redacted] region who helped her to understand the membershipShe was given an appointment at the clinic in [redacted] and provided compensation for her issues

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Good Morning, Ms [redacted] has not fulfilled the month agreement she signed with us in the Burlington location, an individually owned an operated Massage Envy We have attempted numerous times to contact Ms [redacted] in regards to a resolution on her account We have offered to come to payment arrangements on the messages we have left her We have received no response from herAlthough she claims to have requested to cancel her membership she is not eligible to cancel before completing the initial term Our company's policy is that we can not transfer memberships within the same state as the membership can be used at any location Also, there is no way to transfer a membership anyway with an outstanding balance on the account We have offered and are happily still willing to come to an agreement on the balance but have received no response to our attempts to contact the client in months.Below please find all the notes on Ms [redacted] 's account detailing all contact she has made with our location:9/10/call 1st attempt lvm9/16/call 2cd attempt phone is out of service10/6/emailed over a freeze form, client got laid off went over all options1/20/ [redacted] called to inquire about when her freeze was upI have her the info and she stated that she needed to be frozen longrI explained that she would just need to make pymtn in order to refreeze to which she responded "well I wont be paying you guysI have other bills"1/20/ [redacted] called back and said she though the info she was given was incorrectShe was in fact correct, her account is not due to unfreeze until 4/and she is aware her next payment is 4/94/28/ [redacted] had [redacted] send us over a cancellation formI called her bc she still owes months on her initial termShe sighed and said she is still out of workI told her I'd be happy to send her a new freeze form but reminded her to keep in mind that it will push out the term of her memberhsipShe was fine with that1/11/Called 1st attempt sw client and she says she has left messages with us and [redacted] in regards to wanting a statement sent to herI am emailing her a history of her paymentsShe syas after she receives that she will update the card on file"Good Morning [redacted] ,Attached you will find the Membership Payment History you requestedYou have made payments, leaving payments remainingIf you could kindly call us at your earliest convenience to update the credit/debit card we have on file to bring your account current we would greatly appreciate it.Best,Massage Envy Burlington1/20/call 2cd attempt lvm1/26/call 3rd attempt lvm2/3/call 1st attempt lvm2/20/call 2cd attempt lvm2/22/client sent to TW she is still in her initial term and owes $for months to pay off membership or she can clear it up and resume by paying the months she is behind $109.985/11/Dear [redacted] ,Attached please find all Account Notes for Ms [redacted] Ms [redacted] has an outstanding balance of the amount oshe is requesting to receiveShe has used all services associated with her account, and she did not fufill the Month Agreement she signed when she enrolledTherefore, there is no grounds for a refund to Ms [redacted] dEvery contact our location has had with Ms [redacted] is notated as suchI can call you Tuesday when I arrive to the office at 3:in the afternoon to follow up.I look forward to speaking with you Tuesday to bring this to a conclusion**Clinic Manager**5/18/Received a call from the Law Center that emailed usShe was asking for us to transfer her membership to [redacted] I said that's not something we can doShe asked for a number for a corporate office, I said they woul donly direct her back to us as we are all indivudually owned and operatedShe said, ok, Ill mark down you were unwilling to come to an agreement on thisI said, we are not unwilling to come to an agreement and we reached out many times to come to an agreementWe're to come to an agreement about the balance but we can't transfer a membership in the same state or do anything at all about it until the balance is cleared upShe was going to go back to the client and let them kknow we coudn't transferI nthe meantime I called and left a message for the manager in [redacted]

I am rejecting this response because:Reading this businesses response should speak for itselfI asked honest questions about a product my mom had already paid for and had been mislead into thinking we'd been cleared to finish up the last few sessions The response has been sadly unprofessional and is not really addressing the questions or needs of seniors( or anyone else) that may have medical/ health issues come up or be dependent on transportation from othersMy recommendation to anyone would be to NOT buy a membership to this businessThe actual product is good and we always told them how much my mom benefited from their servicesButI would never buy another membershipToo many problems and little policy lines that are not mentioned when you get the initial sales pitches, and as you can see they are not really willing to work with or listen to the customers situationProbably good we're getting out when we didI actually never should have stayed as long as we didTrying to "catch up" and diligently use what mom had paid forAgainAll I can do now is encourage others to avoid buying a membershipBetter off paying as you go in the long run

As the area manager, I did receive a notice that she wanted to be contactedI have left her two voicemails in the past few weeks to speak with her regarding this situation.It does state in the agreement that Michelle signed that we do have the right to refuse service if it is in the clients best interestMassage does affect the body in different waysIt increases blood flow as well as releases toxins built up in our systemWhen our body is already fighting something to receive a massage could potentially make a person feel worseThat is something we do not want to happenI have processed the cancellation for her membership considering she was so unhappy with what has transpiredEven though it is a legally binding contract we want people to use their membership to their benefit, if that is not a remote option I am capable of cancelling in the clients and clinics best interestI will even refund the gift cards she has purchasedOur policy is that gift cards are nonrefundable however again in the best interest of Michelle and my clinic, I will override thisMy employees do their very best for every client that walks in our doorIn the three plus years I have been the area manager, this clinic has ranked in the top 25% for client satisfactionThat is out of other Massage Envy’s in the countryAll in all we have very satisfied members and guestsIt is unfortunate that we were unable to satisfy Ms [redacted] in this situationBelow you will see the notes that the front desk associates have put in from their conversations they personally had with Michelle.12/9/- She called wanting to bk massage but said she was sick and wanted to see if she could get inPaula put her on hold so I could tell her that getting a massage when sick will actually make you feel worse and ME MTs and employees don't bk massage when sick cuz of it possibly making them worseShe got upset and said that was ridiculous and wanted full explanationI carefully explained that I'm not a licensed MT and this is what they have shared with me for the last years of my employmentShe said she will not pay for membership if we view her illness as a way not to give a serviceI told her that is not what I said and tried again finally I said how about when our lead MT comes out of service I will ask her so I can get a more detail explanationShe asked if she was going to hear from the lead MT or a managerI said I am a manager and I would make sure to call her back with a professional explanation12/14/Michelle called today and wants to cancel her membershipShe said she had sent an email and never heard back (I have never seen an email from her and checked everything again and there was nothing)I explained to her that since she just joined us in October, she is in a year contract and wouldn't be able to cancel until that year is upShe said that she called and was stuffed up last week and we refused her service and make her feel completely unwelcomeAt this point she will never come in here again, and if we want to continue charging her she will take it as far as she has to goI did explain to her that I was here and we did leave her a voicemail explaining that she could come in for the service, but explained she would probably feel worse afterwards if she was slightly illShe said she didn't get that message until the end of the day because she was at work and she felt shunned and unwelcomedShe said if we want to charge her for something she can't use she will take us to court if she has toAsked what the channel was to cancel-I explained to her our cancellation process typically entails filling out a cancellation request form and it then takes ten days to process-but that that is when someone's contract is completedI said I would be able to have a manager get in contact with her, but I didn't think they were in todayShe hung up on me

Revdex.com: 10pt;">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]

First of all, just because I am accepting a cancellation form does not imply that I am accepting the fact that I had a membershipIn fact, when I submitted the form, the person assisting me even stated, "Yeah, I'm sorry, I'm not sure why you were signed up like that." And yes, you are correct - the fee was waived twiceOnce because I had no clue I had to use hours in one month in order to avoid what was explained as a "fee for not using hours," and the second time because I did use three hours in the calendar month, but it wasn't within the fiscal month - which no one had previously explained (this seems to be a common thread) My first time attending Massage Envy in Fontana, a young lady with blonde hair spoke to me about signing up for a membership after knowing that I was only there to use hours that had formerly been paid forWhy in the world, would an establishment try to sign up someone, who is already signed up (as you are stating) ? Either the management or employees are clueless or facts are left out of the pictureI blatantly and explicitly stated that I DID NOT want to sign up for a membership from day oneI was told the forms I was signing were simply because I was going to be receiving services, and it was NOT a membershipLater on, after the first initial withdrawal from my account, it was explained that I was only going to be charged the $if I did not use hours a month from the massages that had been previously paid forSo yes, the massages technically are being double chargedThey were paid for by the previous member and now, they are paid for again by a ridiculous penalty fee - which you are stating is a membership fee, but was incorrectly explained to meIf the fee was under the circumstances that I was locked into a membership, that should have been explained instead of conning me into thinking I was paying a fee for not using hours a monthAnd when I did use hours in a month, the fee was waived; so if a member uses three hours in a month, they don't pay anything ? What a deal ! I have done my homework, I have seen the countless amount of class action lawsuits against Massage Envy; I know I filled out paperwork because I was told I had to in order to receive servicesWhat is not okay and what is extremely deceiving is that fact that I was told it was NOT a membership, I was also given the entire speech about why signing up for a membership is beneficial (and I said NO), I was told the charge was a fee for not using hours, and during cancellation, it was unclear why I was signed up the way I wasPer what you are saying, someone in the last year should have explained : "I am so sorry, you were actually signed up for a membership transfer and that is why you are being charged the monthly fee; because of the misunderstanding, we can definitely fill out a cancellation form." I was misled and it is completely unethical Also, if a previous member has already paid for hours and transferred them to someone elsewhy would you and Massage Envy think it is okay to sign up the latter person for a membership ? The hours have been PAID for, they are floating around unused in the universe, how does it make sense to now charge the person again for using hours that have been paid for previously ? The correct practice should be that the person receiving the hours can use them up, and THEN, one of your employees should try to sign them up