Massage Envy

I have spoken w/ Ms *** regarding her cancellation request but none was ever received from herI provided the correct contact information that she may submit her cancellation request

Re: ID *** Dear Revdex.com of Hawaii, We received your letter dated October 19, regarding a complaint filed on 10/ We spoke with our member also on October 2, Our understanding was that she was satisfied with the solution and would consider
coming back to Massage Envy when her financial situation changes Below are the notes we have on file from our conversations with her on 10/2/15: 10/2/15: Member called today because she really needs to cancel her membershipShe thought that after the months, it cancelsI explained to her that she hasn't completed the full month because she froze her accountShe said she doesn't have the moneyShe loves us, but needs the money right nowTold her we will refund one of her membership dues and immediately cancelShe was grateful for us working with herShe said she will become a member again when she has the funds. We always do our best to exceed our clients expectations We thought we had done so in this situation Please let her know that we will be happy to reach out to her again if she is not satisfied with the resolution on 10/2/15. Sincerely,Lari J***Regional Developer, Hawaii Massage Envy Spa Hawaii*** *** ***
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Company's response below:From: *** ***>Date: Wed, Feb 3, at 2:PMSubject: Case ID ***To: ***To whom it may concern, I am following up to a concern a member from the *** *** Massage Envy Spa location
has. *** *** has sent in a compliant that he is no longer in need of our services as he lives approximately an hour away from our clinicWhen he reached out to someone at our front desk, he was informed that we would need for him to be physically present in our Spa to sign a cancellation form and we were unable to fax a form to him. After we received a survey that was sent to our clinic, I promptly responded with a phone call to Mr***I left him a voice mail stating that I would send him a cancellation request form to the email address we have on file and as soon as I receive his signature, I would process his cancellation requestI also stated in the voice mail that because he is all caught up with his services, we would not have a problem with the cancellation process. I then sent an email, attaching the cancellation request form asking for his signatureIn the attached cancellation form, Section 3, I have crossed out where it states the client understands there will be one last paymentI also initialed next to this as Mr*** is not responsible for another paymentIn the email, I apologized for any frustrations that was caused as well as thanking him for being a loyal member with us for many years. Attached you will find a copy of the cancellation form I sent to Mr*** as well as the body of the email. If you have any questions, please do not hesitate to contact meThank you -- *** *** *** *** *** * *** *** *** *** *** *** ** *** *** *** * ** ***

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