Massage Envy

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 # [redacted] Please add your rejection comments below The customer service was horribleit took way to long to get anything achieved Regards, [redacted] ***

To Whom It May Concern, I have spoke with the customer, he really just wanted an apology and wanted his side heardHe has opted to not receive a refund, instead he would like to extend his hours so that he may use them Thank-you, Kanoe W [redacted] General Manager Massage Envy Hawai'i

I would like to thank each of the firefighters for the fantastic job they did for usThey were absolutely the best!!! Very prompt, polite and cautious with each of our items in the moveI will always remember them and will definitely refer the Firefighters service to others Thank you again for a job well done!

This has been refunded last week and the location that holds the membership(not ballard) (we are all individually owned and operated) is responsible for the refund and cancellation

We cancelled the customers account and will not be charging his account any furtherThe account was cancelled on November 18, [redacted] was verbally abusive with our staff and was under contractWe cancelled his account months early since we do not want to further aggravate the situationWe are notifying [redacted] of the cancellation today by certified mail

***, I'll try to respond to the comments in the order in which they were listedWhen Mr [redacted] contacted me, he did not own the home where the work was performed and was not in the states to provide entrance for measurements, but did give me the quantity in which to order the materials from Mr [redacted] has spent numerous years in the construction business and is capable of determining square foot quantities If he had concerns about these quantities, he did not share them with me When we realized that the quantities were short, Mr [redacted] was notified and he agreed to the additional cost I can provide a copy of this if needed I did not charge him for the freight to bring in the extra material from the mill, nor the time that it took to deliver this to his home I did not assign any fees to the disruption this caused to the schedule and the postponing of other scheduled work.I won't go into any details about using a toilet I was never told, nor was my crew ever told not to use the toilet in an empty house A drink was offered to the crew and I don't know how many were drank but my crew is very mild mannered and respectful, so I find it hard to believe that they would take advantage of a kind gestureThey did miss a milling mark in one board Someone did get some urethane on an edge of their shoe When I met with [redacted] to look at these issues, I offered to take care of them the next day and that it would only take a few hours We could have hand sanded the mill mark, re-stain and coat Then we would re-buff & coat the entire floor where the foot print was This was a simple fix and they would be getting a new coat on an older floor for free I thought this was a non-problem until [redacted] called me the next day and said that his wife, ***, didn't want "Them [redacted] " in her house again I was surprised to hear this as she actually complimented their work in my meeting with her At this point, I offered [redacted] a credit of $350, which is the equivalent of the repair costs Several days later he accepted and said that he would pay and then used some vulgar language Their balance is $after the applied credit Feel free to contact me if you have any questions Sincerely, [redacted] Red Leaf Hardwood

We contacted the client yesterday via phone to let her know that we can refund the monthly EFT and to discuss if she would be willing to continue her membershipWe have not heard back from her yetWe will move forward with the refund and canceling the membership if we do not hear back from her by Monday

The $has been credited to her account

I am rejecting this response because: I expect a refund This was a horrible experience You did not personally oversee the matter My niece did get her massage but when she was done she was expected to pay Your employees could not find any information in your computer about any of this or that she had a credit in the system After calling my wife from your store she was allowed to leave and was told that they would get it figured out Your processes, procedures and customer service are a joke Your Maple Grove location does not operate in a professional manner and nobody there seems to know what's going on I am waiting for a refund

Dear [redacted] We received a notice in regards to a complaintThe client came in and received a hour massage session and also left a tipThis appointment was on 10/ 08/ I check the client’s notes from the therapist and I spoke to the therapist alsoThe client received what she requested, left a tip and said she enjoyed the service and left.Thank you, [redacted] L***

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 meSincerely, [redacted]

March 8, Revdex.com Case # [redacted] has been a member of Massage Envy Southpark since October 27, She agreed to a month membership contract that expires on October 26, To date, Mrs [redacted] is two months past due on her membershipMrs [redacted] spoke with one of my sales representatives ( [redacted] ) last week and asked that her overdue payments be taken from her account on March 6, When we attempted to debit the account the transaction was declinedOur Customer Service Manager (***) has made several attempts to contact Mrs [redacted] via phone and email to make payment arrangements but has not received a return phone callMassage Envy Southpark understand that hardships occur and we make every effort to work with our membersThere are several options available to Mrs [redacted] such as, freezing her membership for several months and extending the terms of the agreement (i.eno payments due during the freeze period) or making multiple smaller paymentsLisa is very creative in working payment arrangements with our members but Mrs [redacted] needs to contact her at [redacted] Concerning Mrs [redacted] complaint about “unable to receive services from the requested therapist, due to full booking”This may very well be a true statement depending on what day of the week she is trying to book; i.eFriday evenings and weekends are our busiest times; or who the “requested therapist” isSome of our most requested therapists are booked up to six weeks in advancesOur members are always highly encouraged to book their following appoints at least a month in advance in order to ensure their desired date, time, and therapistOur members have priority booking but short notice appointments are difficult to accommodate especially if it is a by-name request for a specific therapistMrs [redacted] not getting her requested therapist within a week of the desired appointment is not sufficient justification to terminate her agreementMassage Envy Southpark is eager to work with Mrs [redacted] to complete the terms of her month agreement [redacted] is aware of Mr [redacted] concerns and is ready to assist with payment options and advanced scheduling

This is in reference to customer [redacted] *** I spoke to the client the day she filed the complaint She voiced her concerns and by the end of the conversation she rebooked another appointment with the massage therapist in which she had the first time she came and signed up for our wellness agreement Our policy states if you a client is running late they get the remainder of their appointment time as other clients are waiting for their session If our therapist are running late they are to give full time [redacted] arrived for her appointment minutes late, she says she was aware of the policy but wanted what time she had The therapist she had is not a conversationalist, (which most people don’t want to talk through the session) however this client was upset her kids were sick the night before and she was running late and our therapist didn’t show any empathy bout her situation Our therapist told her of her time remaining and asked what areas of focus would she like .the client responded “ don’t you have my file” the therapist said “ thing may have changed” The therapist left the room for the client to get undressed, when she returned the client told the therapist she didn’t feel comfortable so she didn’t want the massage I had two front desk associates working one of whom the client raved about and one she didn’t She was charged the a cancellation fee of $because that is our policy, the therapist could have been booked with someone else Her complaint was she thought she could cancel at any time but that’s not why she complained and refused service from the therapist The therapist never began the actual session and the client ended it We have to pay our therapist and based on her complaint of the contract that has nothing to do with the therapist compensation She signed an agreement knowing she lives miles away, we would not sign someone up and then tell them they could cancel at any time It states it all In writing and I can give a copy of the agreement where the client initialed and signed To wrap up our conversation the client said well maybe the therapist was having a bad day like I am, so what can we do I said we can prebook you with the therapist you like for all your future appointments so we can ensure you get what you expect She said that was great, we prebook her appointment and she is due in this week Please if you have any other questions or concerns give me a call at [redacted] Thank you, [redacted]

Best moving experience everCrew were on time , courteous, and willing to do do anything we asked Awesome crew Would request them again Very hard workers Valerie W [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I was refunded $when I can show in my account the amount I was charged was $ Regards, [redacted]

Hi [redacted] Thank you for your feedback and we apologize for not providing a positive and professional experience for your Mom [redacted] You are correct we did have trouble checking your Mom out after her service due to she only had a e-mail not the on-line certificate We tried to find it on line and we called you to see if you could find it on the e-mail link that was sent Our system was not able to search it due the system was down We did recover it the next day and rang out the service as introductory massage and remaining was given to the Therapist as a gratuity I have put a correspondence to you in the mail along with a complimentary massage certificate and the receipts of the transactions Again we apologize and hope we provide a positive and professional experience on your next visit to any Massage Envy[redacted] ***Franchisee Massage Envy Glen Ellyn

[redacted] Please See Attached Documents [redacted] We have communicated with the complainant and explained how our dues based program works, in that she was not purchasing massages but paying dues on a monthly basis to be able to come in and get a monthly membership massage If she did not come in a particular month membership massages would carry over and she could use them as long as she remained a dues paying member, but if she cancelled her membership she would lose access to any unused membership massagesThis is spelled out very clearly in our membership agreement Unfortunately she chose not to come in for many months Even though we are certainly not accountable for her choice not to come in for many months, in good faith we extended her an exceptionally generous offer of many gift cards that she could use at any time in the future, with no expiration date She has accepted this gracious offer

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 Sincerely, [redacted]

We are willing to work with client to resolve this matterWe will send a refund check to the address that is provided from client in the amount of $40, this is refunding the additional fees she has accrued since January on her and her daughters accountJanuary $10, February (payment was waived so no fee was charged), March $10, April $10, & May $Total of $Please provide address this can be sent toWhile I continue to resolve this matter, I see that the membership fee is due to come out on both accounts on June 12th, I have waived this fee to ensure you are not charged the incorrect amountThere will not be a member massage associated with this waived paymentCurrently [redacted] has built up services and [redacted] has and 1/ built up services on fileWe understand the frustration with the price increase and want to do our best to accommodate the client, however we unable to set up membership at the rate she has requested as it is no longer a option in the systemNationally the prices were increased and there are default memberships that we are able to utilizeHowever I am working with the our corporate office to have them help me allow a time exception for both [redacted] and ***'s account If you could please allow me hours to have a solution Febuary -

Dear [redacted] ***,Massage Envy is a membership based organizationYour acknowledgment of our wellness agreement agrees that you will no longer have access to refunds or credits of any kind under the cancellation policyAccording to the notes on your profile we have made several attempts to contact you to set up a financial plan to get your membership caught up and into good standingsThe cancellation policy states that we may cancel your membership if payments are not being madeOur management team explained the policy to [redacted] and he became upset and hung the phone upMassage Envy cancelled [redacted] account upon non payment as a result of several months of being suspendedWe would have been more than happy to offer him financial relief during this suspension time to allow a plan for paymentBest Regards,Spa Director Jaycee G [redacted]