Massage Envy

Firefighter’s Finest Moving and Storage, INC

One of the most pain free moves I've made Adam and his crew were polite, professional and efficient

Absolutely the BESTNo need to call anyone else - competitive pricing & worth every pennyThese trusted men were prompt, courteous, professional, and all around wonderfulThe moving truck was expertly loaded & they were extremely efficientI highly recommend to anyone in need of moving services, contact FireFighting’s Finest Moving & Storage

Massage Envy’s membership agreement states, “While you are an active member, you can transfer one accrued but unused Wellness Massage each month to another person by paying a $transfer feeYou may transfer only one accrued but unused Wellness Massage to the same person during a six (6) month
period.” The membership agreement is presented to any client who becomes a member and because all sales associates in detail go over the membership agreement we do stick to the agreementI do believe it should have been resolved differently by allowing *** and her daughter to still receive the massage with only a $fee but strongly advise them about the policyIn regards to not getting full time and “shortened” massage due to filling out paperwork the membership agreement states, “Our Wellness Massage sessions and Healthy Skin Facials sessions include a total of minutes for client consultation and dressing, which occurs both pre and post services” On August 9, 2016, I addressed both these policies with *** and allowed her daughter to use those services she has built up on her account with no charge but once they use those ***’s daughter is aware she has to have her own membership or follow the transfer policyI gave her both those services she was charged for walking out before the massageShe decided she did not want to follow through with the cancellation of her membership and booked her next appointmentMade a follow up call on August 23, and she seemed pleased with Massage Envy and her daughter did end up joining her own membership

Such an enjoyable set of workers with a great sense of humor, work ethic, and respectWe have used their services in the past, now present, and definitely in the future!

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***

My experience with this moving company was excellent They were on time, pleasant, hard working and caring I would absolutely use this company again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10090376, and find that this resolution is satisfactory to me
I had tried to send you a message after receiving the call from the Massage Envy manager but it would not go
through I would like to withdraw any negative listing for this store The manager was very apologetic and stated that the previous manager had not kept any records and basically misinterpreted accounts I want to thank you for your assistance in this regard
Regards,
*** ***

Hello, thank you for allowing me the time to review the situation with my management team so that I could put together a proper responseAlthough, I can understand your frustration in being unaware of
the price point change, please know that per our membership agreement, we did mail out letters to all of our members days prior to the actual price changeYou were mailed out a letter to the address that we had on file, which was: *** *** ** *** *** *** ** ***The letter did not return to us as “undelivered”, so there was no indication to us that you were not notifiedI’ve attached a copy of the letter that you would have receivedWe thank you for being a loyal member and hope that you will still see the value that Massage Envy provides, even with the slight increase in priceAs the letter that we mailed out explains, even with the high costs of doing business in California, we have not had a price increase in over years, with the exception of a cent increase years agoAs far as the mis-communication with our front desk associate who answered your phone call the 1st time, I’m very sorry that she did not take care of your account properly, which resulted in a 2nd phone callOur intentions are to offer the highest degree of customer service at all times, so we appreciate that you have taken the time to make us aware of the situation so that we can address it with our staffWe hope that this one negative experience will not tarnish your entire impression of Massage EnvyWe’d love to have you talk to our manager ***, so that she can have the opportunity to address your needs and concernsPlease contact *** at (949)586-3689 or email her at ***

I am writing in response to a letter we received from your office late last week
regarding the complaint ID# is *** for *** *** On 10/2/*** purchased a membership with Massage Envy Spa of North ***. She received a massage that day and also on 10/30/14. On 11/29/her appointment was cancelled by Massage Envy Spa as the therapist she requested was not working that day. Her appointment was rescheduled for 12/5/and she received that session. She then scheduled an appointment for 2/23/(requested therapists get booked quickly but there are other therapist available) which she cancelled. We have no record in our system of her having booked an appointment for 2/27/15. That would explain why she did not receive a confirmation call or email. I received a message that she would like a manager to call her back to resolve the issue. I returned her call on 3/3/and left a voicemail message, I did not call earlier because I received her message late on Friday evening. We then had snow and the first time I could reach out to her was on Tuesday 3/3/15. She did not return that call. I called her again on 3/7/when she told me that she wanted her account cancelled and her services refunded. This was done that day and I confirmed with her on 3/9/ We always strive to support our members with any issues they may have and I believe this was done on this occasion. Best Regards, *** *** *** Business Manager

Initial Business Response /* (1000, 5, 2015/10/23) */
*** signed up for the Massage Envy Wellness program on 1/16/When she signed up for the program, she signed and initialed the Wellness Membership Agreement which states "Your membership dues of $will be due on February
16th, and then due on or after the same day of each month hereafter until your membership expires or is terminated in accordance with this agreement." The agreement goes on to explain the how the membership services can be used in accordance with the payments and the cancellation process for the agreement*** has had an active account with us in our Wellness program for monthsIf she was unclear about the billing vsutilizing massage services, she could have asked about the program at any point during that timeframeShe could have also reviewed the Wellness Membership Agreement she signed and was given upon starting the Wellness Program
The first we heard from *** regarding stopping the payments or cancelling her Wellness Plan Agreement was as she stated on Saturday, Oct 18, Accordingly to the agreement she signed, there is a day written notice with one additional payment that would be processed on her accountShe stated to me on 10/18/that she can no longer receive massage services according to her doctor so I have canceled her membership effective immediately per her request to do soShe is not eligible for a refund because she did not contact us prior to the charges she referred to in her comments and according to the Wellness Membership Agreement that she signed
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agreed to a year contract then it would go month to monthWhen the year was up, I asked the person at the front desk to verify that that the year contract had expired and I was now on month to monthThis person said yesAt no time was I ever explained to that fees were to paid for one month prior to having a serviceWhen I initially signed for the year commitment, I was just told to sign hereThis is truly a lack of communication on both parties.I should have read everything before signing and the person at the desk should have gone through the contract with meI took her word for the explanation I received on how this system worksI would be willing to meet halfway and pay Massage Envy $which is half of the charges that my credit card company charged back as I am half at fault due to lack of communication

Complaint: ***
I am rejecting this response because: as per attached letter (see notes made 2/9/at bottom of letter), there was an agreement made with the franchise Owner, Mr*** *** and my wifeI have a medical condition that comes in and out of remission and though he accepted my request for cancellation went above and beyond his job as Franchise Owner to try and make a customer happySo as you can see, whomever responded to this claim does not have his/her facts straightI would ask this person to discuss this agreement with Mr*** @ ***I believe this is his cell phone number. By the way I did see some credits to my account, followed by a charge for $which basically zeroed out the creditsWould appreciate an explanation from Massage Envy.
Sincerely,*** ***

We have responded to the complainant many times via email and in person regarding the situationThere are always to sides to the story and we have done our best to work with the client. The therapist in question was simply not the right fit for this individual and his style was not what she
is use to. That doesn't make it right or wrong. However she did have the option to end the session early or use her communication skills to relay to the therapist during the session exactly what she wanted or to have him do something different.
We consider the matter closed

We did come in contact with our client on 2/11/for complaint ID *** 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

This is my second move with Firefighting’s Finest and they did an amazing job again! Shaq and Greg were fun and professionalThey moved quickly and got the job done in less time than estimated

This was my first time using this company and have always heard great things about themThey exceeded all my expectations and provided a wonderful experience of movingThe crew was on time, fast but very careful and thoroughThey were also very personable and you can bet on my next move I will call them to move me

Stars...I have moved many times and this was the best experience I have ever had with a moving company The young men were professional, experienced and took great care of my furniture and property Not one item was damagedHighly recommended! Kevin K

Initial Business Response /* (1000, 8, 2015/07/08) */
Massage Envy memberships massages are available for use by the member, while the member is actively paying their member duesMember massages expire days after the final membership payment has processedAs a courtesy to *** ***, we
offered gift massages for her to give out at her discretion*** *** could have requested a cancellation of her membership at any time by submitting a Physician's statement since she was no longer able to receive massageShe was never obligated to continue her membership(Please see pages & In an effort to protect *** ***'s privacy, we did not include her signed agreement.) Additionally, the term of *** ***'s membership, September 17th, until July 17th 2014, is not a part of the class action lawsuit*

FANTASTIC experience!! I have moved times in my life, and this was BY far the BEST experience I have had Courteous crew Moved at a brisk pace to ensure I got the most bang for my buck Nothing was damaged They finished the project early and under budget - when can you say that about a moving company?? Highly recommend!!

received bid to move household items from Mansfield, Texas to Saint Augustine, Florida Company repeatedly assured me that they would move all in one truck On moving day, after noon, they told me that they couldn't move everything The project manager, after some calls, then said they could move everything by taking it all to the office and switching to a larger truck Later, around pm, someone higher in the company came by and flat out said they would not switch trucks, and for $more, they would take what was left and deliver it to us in mid April, some three weeks later We had no option, as we had already closed on the house we were leaving, and there was furniture all over the front yard The company failed to follow their printed guidelines, reneged on an agreement made by their on-site project manager, and failed to remedy a mistake made by their project leader, who repeated told my wife and I that we would only need one truck We previously hired two U-Haul box