Massage Envy

To whom it may concern,It is my understanding that *** *** has tried to schedule an appointment with of our locations and chose not to schedule because she did not want to put a credit card on file She sent in a survey regarding the situation I have emailed her on September 1, 2015, which is how she wanted to be contacted and have yet to hear from herI would like to speak with her regarding the situation but I only have one way of contacting her and am currently waiting for a responseIt is a policy of Massage Envy to have a cc on file to reserve the appointmentWe do not charge anything unless she no shows for an appointment or cancels within hours of the appointmentAt that point we will call to see if she would like to use the cc on file or the gift card as a method of paymentHowever, if she makes the appointment we will use the gift cardThis has been a policy for a while and every guest that schedules an appointment with us has to put a cc on file to reserve their appointment If you have any questions or need any additional information please let me know!Thanks,*** ***
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Complaint: ***
I am rejecting this response because what you don't see in these pictures are my broken heart and disbelief that provoked my emotional outburst...my wife was in a serious accident, paralyzed from the waste down, and I was told by my doctor that she may not survive the week and wont live to see her 40th bday on October 7th which was what gift card and appt were for as a surpriseThe ONLY responses I receieved from *** (manager) and *** were "Cant she get the doctor to approve her massage?" and "Can't you use the card yourself?"Not one time was there any show of empathy for my situation or show of business common sense that mine was a unique situationSuccessful managers are flexible with policies, unsuccessful managers are not...*** falls in the latter categoryIn my lifetime I've never met more heartless, sarcastic, and immature individuals let alone managersAs a side note, the Leader of the store *** went to the back while she left her employee out front with me and even asked a patron to go out front until police came, IF she truly felt like she was in danger it was a cowardly move and fireable offense to put her employee and a patron in dangerIn the end I will get my $refund AND termination/demotion of BOTH emoyee or I WILL file a lawsuit vs persons, franchisee, and corporation involved for defamation and emotional distress...and Im very serious in regard to that
Regards,
*** ***

I've used Firefighting's Finest three times nowI've been pleased with their service, up front and reasonable pricing, and care taken with our property everytimeThis move was with Nick *** and two othersThey were professional and courteousDefinitely recommend

professional, personable and prompt
all men showed up as promised, got in to do the jobcared for our belongings and delivered and set up wonderfully as promised

This was our 2nd time to use Firefighting's Finest and we were just as happy with their service this time as we were years ago They were courteous and professional and willing to help out in any way we needed

Top notch, excellent service by Daniel C*** and Saul M***I highly recommend them for any moveThey were polite, nice, patient, and took special care of all furniture and itemsI had two antiques and they handled them with great care

This was the second time we used the Firefighting's Finest Movers! They did everything they said they would do! They worked fast and was very good with our furnitureWe have not complaints! All I can say is awesome! We will use them again if ever we need to!

Since everything was packed and ready to go all went as planned from start to finish The men were wonderful, efficient, and a pleasure to work with I will definitely hire again when needed Thank you for your service!

Albert and his partner did a wonderful job moving my fiancé and IThey had smiles on their faces the whole time and moved us super quickThe company is one of better priced businesses for moving in Fort Worth and we have zero complaintsWe will definitely hire this company again for our next move

Overall, I had an awesome moving experience from start to finishNic at the Fort Worth office helped set up a well thought proactive plan for my move The packing and moving teams were very professionalThey took excellent care of my belongingsThey were energetic and very positiveIt was obvious they had a lot of experience in the jobAlso, the team leads were excellent communicators

They were extremely professional, organized, and delivered as promised I would recommend them to anyone who needs help boxing up your home for a move All of my interactions with Firefighting's Finest have been positive

Excellent service The performed exactly as they said On time and very professional Took extremely good care to protect my belongings

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The manager at Mall Massage Envy has resolved my complaint in the following way:
refund the August payment
Our cancellation process allows days to use any remaining member services I would be happy to extend that out to daysI double checked your account and after the refund you will have member services to be usedYou would be able to gift per month during this time as well with the same $transfer fee
Thank you
***

Initial Business Response /* (1000, 5, 2015/07/25) */
Complainant's membership agreement with Massage Envy Spa was processed in accordance to the terms that he initialed signed and datedWhile we would like to attach the initialed and signed agreement to the Revdex.com, we would violate the Revdex.com
standards that protect the complainant's identity by doing soOur business would be willing to send the complainant another copy of his member agreement that clearly states the policies that were processed in accordance to his agreement with our businessIf an error is found, we of course will rectify the situation, but at this time our investigation found that each transaction of funds was legitimate on our behalfWe have no records (verbal or written) that the complainant had requested to cancel the membership with our business, or to freeze (put a payment hold) on the account during the dates mentioned in the complaintAs for the comments regarding the business owner, she was willing to allow the complainant the exception to transfer every session he was requesting to transfer to others immediately, and was given options to select from to cover the transfer feesOur company policy allows to transfer session from a membership per month and every months to the same person, so this exception certainly had been made to the complainantPlease contact us for any additional information needed, or refer to our website at http://www.massageenvy.com/membership/membership-terms-and-conditions.aspx for additional information regarding each item that was entered in the complainant's remarks
Initial Consumer Rebuttal /* (2000, 7, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
as a company whom is in the service industry and depends highly on its reputation it is apparent that their transfer fees they charge is more important then their reputationI will spread the word that massage envy is more interested in contracts and hiding behind them then actually working with clients requestsword of mouth is the most influential factor when growing a business....watch out for BS fees that they add to contract

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

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
We obviously have a difference of opinion on how this should be resolvedI have been in the customer service industry for years and I have made decisions for customers who have not been happy with products, wanted to return products past the ret dates, etcAll because the companies I have worked for believe in keeping satisfied customersI would not "make up what I have stated in the previous email , this is a matter of principal and what I was toldI am NOT asking for a refund in money that's already been paid , I am only asking that my "membership" be canceledRegards,
*** ***

We’ve hired this company twice and both times they’ve been amazing! They work efficiently and everyone we’ve had contact with, movers and office staff, has been friendly and professionalWe’ll definitely hire them in the future for any future moves

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I need to know how to handle the refund of gift cardsThank you
Regards,
Michelle ***

Revdex.com:
Even though the explanation and the method by which it was delivered is confusing, after reviewing the records they provided, I understand what happened
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Consumer was refunded right away and she was informed of the policy