Massage Envy

Quick, professional and reasonableThanks for making it so easy

Complaint: ***
I am rejecting this response because:
I spoke with the owner on Thursday and she informed me that she would try to process the refund againThe card you have on file is STILL ACTIVE and has not been cancelledI have it in my wallet and used it yesterdayAdditionally, no one has tried to contact me via phone or email since my last phone conversation with the owner on ThursdayI welcome you to try again and I will provide you with the full card number AGAIN if you reach out to me.
I do not consider this issue resolved and will continue to pursue it
Regards,
*** ***

Before you schedule an appointment, realize that your appointment time means nothing to Massage Envy and they have no respect for your schedule
I scheduled a couple's massage days in advance at 4pm as a one year anniversary celebrationI got a call thirty minutes before our appointment stating that someone underage came in for a massage, and that Massage Envy did not realize that said customer was a minorDue to company policy, the minor could not be massaged until there was an adult with them, so Massage Envy waited on the adult to come, then placed the minor in the couple's massage roomI was asked to switch to separate room massages, which I turned down for obvious reasons; if we wanted separate massages, we would not have scheduled a couple's massage, especially to celebrate our anniversary
I reminded the worker on the phone that I had called in advance to schedule this couple's massage for our anniversary, stated it didn't seem fair that my husband and I would be punished for circumstances that could have been avoided, and asked what could be done to make the situation rightMy husband had already taken off work early so we could enjoy our peaceful and romantic massage together
The only solution Massage Envy came up with was to ask a massage therapist that was already home from getting off early, and to push back the appointment an hour after I had scheduled it initiallyWe realized how much it would affect our massage to have someone that had already checked out of work mode for the day, come back in and do an hour's massage, and did not want to punish that therapist for his/her company's incompetenceWe also had other previous engagements at 6pm, so that option was not possible for usIt was not fair to ask us to push our entire schedule back because of a mistake on Massage Envy's behalf
There was no remorse shown on the other side, other than a fake, insincere customer service basic of "Oh, I'm sorry" and no actions to even attempt to make it rightHad Massage Envy offered some sort of incentive (free facial, hot stones with massage, essential oils, 50% one of our massages, etc...) we would have been more willing to work with their screw-up, and I would not be writing this complaint
As it stands, my husband and I scheduled a couple's massage to celebrate our one year anniversaryMassage Envy's incompetence and complete lack of respect for their client's scheduling made what would have been a relaxing and romantic evening into an evening of anger and disbelief of terrible customer serviceUsually if a mistake is made on the company's behalf, they will do anything to make it right, not just a superficial apology and inquiring of a time to rescheduleMassage Envy completely disregarded the fact that we had scheduled our couple's massage days in advance to celebrate our one year anniversary, not just as a usual event
I am not pleased with this Massage Envy due to the poor way in which this situation was handled and the lack of respect shown to usI wanted to let the public know to not expect their massages at the time scheduled, no matter how far in advance you called or how special the occasion is, even after letting Massage Envy knowMight as well just make it a wawhen you have spare time

We are very disappointed with this companyWe notified them that a deep scratch was found in our new wood floor - two days old - after our moveSince then we have been going back and forth with estimators, excuses, and bad customer serviceThe general manager says we are "under investigation." When the gentlemen they hired to replace the floor could not give them the bid they "wanted" the waiting game beganThe last we heard, we are waiting for the manager of the move to come to our property again to assess the damageA very poor product, from a poor companyWe are extremely dissatisfied with the serviceWe certainly will not recommend to anyoneWe do not believe they deserve an A+ rating

It appears this has been resolved and my membership cancelled I will let you know if this does not take place in June when they usually take out funds.Thank you,*** ***

These guys did absolutely awesome! Friendly, fast, and made sure I had everything taken care of that I needed taken care of! Will definitely be using again on my next move!

Revdex.com Serving New Mexico and Southwest Colorado Jefferson St NE Ste A Albuquerque, NM 87109 Phone ###-###-#### Fax ###-###-#### Dear Revdex.com: I am writing you regarding a complaint submitted to the Ventura Place locationThe ID
reference is ***. As I stated earlier in our conversation, we have already refunded this particular customer the full amount he requested on the day he came into our clinicWe also called his home location and asked them to pull his member service back to their location, per his requestWe called this customer the same day this complaint was filed and informed him that he had been refunded the full amount requested and had his member service pulled back over to his home locationI, myself, also called this customer about a week later and informed him, again, that we had refunded him the full amount requested and had his home location pull his member service back to the home locationHe has yet to return either call. As far as we can tell, we have done everything we can to rectify this situationPlease let us know if you need any additional information from usThank you. Sincerely, Massage Envy Ventura Place 885o Holly Ave NE Ste H Albuquerque, NM 87122 Phone ###-###-#### Fax ###-###-####

To whom it may concern: It was brought to our attention that *** *** submitted a complaint on 7/21/regarding an issue with an online gift card purchaseWe have reached out to the customer via email and offered to assist him with his requestWarm regards, Massage Envy Franchising, LLC

***,
georgia;">*** *** had an appointment on 8/14/After her appointment, before checking out, she enrolled in our Wellness ProgramThe Business Manager, ***, went over the Wellness Membership Agreement with *** initial each paragraph and signed the 12-month agreement *** was given a bonus month of member benefits, meaning her first membership dues of $wouldn't be deducted until 9/14/and following on the 14th of each monthWe also waived the Enrollment Fee for her.
Her first membership dues ran on 9/14/On 9/23/2013, we received a fax from *** to cancel her membershipThe Business Manager made many attempts to contact ***On 10/08/2013, *** was finally contacted and informed her cancellation request could not be approved since she was in her initial 12-month termThe manager offered the Freeze Benefit for the maximum months due to ***'s personal finances***'s membership was frozen for the billing dates of 10/14, 11/14, 12/14, 1/14, 2/14, 3/
After the month freeze, her account tried to bill on 4/and her card was declinedWe have made many attempts to reach out to *** to pay the past due payment of $ 179.97 (4/14, 5/14, and 6/14).
Per our membership agreement, "We reserve the right to collect at any time any delinquent or outstanding balance(s) that have not been paid for any services provides or fees owed" "You agree to notify us promptly of any changes of your membership data."
Attached is her signed Wellness Membership AgreementAdditional terms and conditions can be found at http://www.massageenvy.com/membership/membership-terms-and-conditions.aspx
If you have any further questions or need anything else, please let me know.
Thank you,
*** ***
Business Manger

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