Massage Envy

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 currently handling the situation listed. Our upper management and franchises have been notified and are working to come up with a solution to satisfy both parties. We will be in contact with the client until the matter is fully handled.

The complaint, ID: 12077616 (22852012) filed by [redacted] has been resolved directly with the client.

In general, at any company, gift card sales are simply not refundable. It says right on the card "is not redeemable or refundable for cash or credit except as required by law."   I am not aware of any companies out there that will refund a gift card.  There companies on the internet that...

will purchase gift cards for for resale at a small discount.  That might be a solution, or it could be gifted to somebody else.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

I am rejecting this response because:Reading this businesses response should speak for itself. I asked honest questions about a product my mom had already paid for and had been mislead into thinking we'd been cleared to  finish up the last few sessions.  The response has been sadly unprofessional  and is not really addressing the questions or needs of seniors( or anyone else) that may have medical/ health issues come up or be dependent on transportation from others. My recommendation to anyone would be to NOT buy a membership to this business. The actual product is good and we always told them how much my mom benefited from their services. But. I would never buy another membership. Too many problems and little policy lines that are not mentioned when you get the initial sales pitches, and as you can see they are not really willing to work with or listen to  the customers situation. Probably good we're getting out when we did. I actually never should have stayed as long as we did. Trying to "catch up" and diligently use what mom had paid for. Again. All I can do now is encourage others to avoid buying a membership. Better off paying as you go in the long run.

Initial Business Response /* (1000, 10, 2016/05/25) */
[redacted] they have been communicating with the client back and forth to resolve the issue. I hope to have a final resolution today and get back to you. Thank you for the email notification reminder.

In researching this issue it was discovered that the credit processed last May via our merchant processor . . . for which we received a receipt for the transaction . . . was not properly posted to the clients account due to an "internet glitch" on the side of our processor [redacted].  They...

explained that this happens from time to time but that they do not have a system in place to tell the transaction originator that the posting failed with the client's bank. The reprocessed the credit and the client should see this reflected in her account in the next 24-48 hours. I spoke to the client directly and apologized for the error and offered her a one-hour session due to the inconvenience. Regards, [redacted]

Per our membership agreement, we reserve the right to collect at any time. Our system is set up to periodically re- attempt to withdraw declined EFTs. Since this was money already owed to the company, we will not be refunding Mrs. [redacted]. If Mrs. [redacted] wishes to cancel her membership, she will have...

to follow the proper cancellation steps by filling out a cancellation form, as she has previously been told by the staff and by her signed membership agreement. As a courtesy, I will waive the next 3 months of Mrs. [redacted] membership dues so she can have time to catch up on her membership sessions. At the end of the 3 month period, she will automatically be billed again if we do not receive a cancellation form within that time.

To whom it may concern: It was brought to our attention that [redacted] submitted a complaint on 9/29/15 regarding an issue with an online gift card purchase. We can see that his transaction was declined and the funds were immediately reversed back into his account. Depending on his...

bank/credit card company, he may not see the reversal immediately. We recommend that he contact his bank/credit card company to find out when he should expect to see those funds.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I am asking for a refund since I am the purchaser not the recipient and asking to redeem the money No were doses it state I can't have a refund if I am unsatisfied with my purchase forcing to buy a service I don't want

Final Consumer Response /* (2000, 7, 2016/03/07) */
THe clinic administrator has contacted me to correct the problem after I told them I filed a complaint. I'm still not happy about their business but they have resolved my issues.

Revdex.com:I am not satisfied. But massage envy I guess can steel people's money and get away with it. Now days a company can charge you money for survives you will never get. No refunds no matter how bad there service is. I am only settling because I'm tired of this and want it to end. If I had the time and patience for the money I would take them to court Sincerely, [redacted]

To whom it may concern,It is my understanding that [redacted] has tried to schedule an appointment with 2 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 her. I would like to speak with her regarding the situation but I only have one way of contacting her and am currently waiting for a response. It is a policy of Massage Envy to have a cc on file to reserve the appointment. We do not charge anything unless she no shows for an appointment or cancels within 3 hours of the appointment. At 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 payment. However, if she makes the appointment we will use the gift card. This 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,[redacted]

Initial Business Response /* (1000, 5, 2017/01/18) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@massageenvy.com
On September 2nd, 2015, client filled out and signed a form to place her membership on a freeze until February 29, 2016. Her first...

payment, after the membership freeze, was scheduled for March 4th, 2016. The payment did not go through and we called on March 24th, 2016 and left the client a voicemail letting her know that she had a past due membership payment. We never hear back from the client. We again called the client on June 5th, 2016 and left a message letting her know that she had past due payments. On the same day, we sent out a letter informing her that she had past due membership payments. We never heard back from the client. On August 9th, 2016, we sent another letter, but still did not hear back from the client. On November 23, 2016, we called, left a message and sent another letter. We did not hear back from the client. On January 2nd, 2017, we called, sent another letter, and an email in a final attempt to resolve this client's account. In this letter, we made an offer to defer half of her payments if she paid for half of her past due payments. The client responded to the email on January 9th, staying that she was unable to receive massage due to medical reasons and wanted to cancel her membership. We called her that same day and left her a voicemail to call us back. We didn't hear from her. We called her again on January 12th, 2017 and January 16th, 2017. Then on January 16th, she called back and spoke with one of our managers who explained if she couldn't receive massages due to medical reasons, we would need a doctor's note and that all membership cancellations have to be submitted in writing, as stated in the agreement she signed; however, since she had past due payments she would need to pay those payments before she could cancel without a doctor's note. The client hung up. The client then submitted a comment on the company's website, she indicated she wanted to be contacted by email. We sent an email again offering to defer half the payments if she paid the other half. We did not hear back from the client. We have gone above and beyond to contact this client and even offered her a solution. She is currently in default of her contract and we are considering a submission to Small Claims.
Initial Consumer Rebuttal /* (3000, 7, 2017/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has not gone above and beyond to service their customer. They have failed to acknowledge the times I have called and spoke with someone in their office concerning the situation. They have also and continuing to ignore the fact that I have thoroughly explained why I am unable to make use of their services. If I'm unable to use their service, then offering an extension to a membership for payment of half of the months if half of the months are paid. Again, if the company was competent enough to listen clearly to the information that was shared with them, they would know this offer makes zero sense. Since the company has chosen to ignore the customer information provided to them recently and in the past (not the customer's fault if the company fails to record information) they are considering ignorance.
Final Business Response /* (4000, 9, 2017/01/20) */
If the client cannot use our services due to medical reasons we require a doctor's note. We have informed the client of this previously and this is stated in the agreement she sign.
Final Consumer Response /* (4200, 11, 2017/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response was not a solution nor an apology. The statement made by the business only states that a doctor note will be required. This does not state what the doctor note will do for them or my account. Therefore, I will not involve my physicians until a further cause/effect can be shared. As the business continues to provide random statements and no real solution, they continue to keep my requested close account open and grow the negative balance. Experience with this company continues to show unfavorable customer experience for any citizen that should partake in their services.

From: [redacted] [
href="mailto:[redacted]">mailto:[redacted]] Sent: Thursday, January 21, 2016 1:28 PMTo: info <[email protected]>Subject: Response to Dispute   I am emailing in response to a complaint submitted on 1/5/2016, ID# [redacted].  We have attempted to contact the client for resolution with no success.  Please let me know what I need to do to resolve this.  Thanks. [redacted] Clinic Administrator Massage Envy Spa - Mopac @ 2222 (512) 735-2000 5770 Mopac Expressway North Suite 300 Austin, TX 78731 M-F 8am-10pm Sat 8am-6pm Sun 10am-6pm

This issue has been addressed with this individual multiple times. Please close the complaint. Thank you.

I am rejecting this response because:
The business is still not addressing my complaint or being consistently clear in their response. At first they said that I was to pay the September payment and that they would honor my balance with them and the cancellation. I’m assuming that would’ve included my balance and as they are demanding a September payment, another hour would be added to the balance for me get my services and they would reinstate the 60 day window that is in the contract. The contract states once you cancel you have sixty days to use your balance, which they denied me. Then when I called back to discuss their response they posted here. I simply asked to talk to a manager who left me the message.  She introduced herself  then stated that my September dues were not necessary for me to pay, and that they were honoring my cancellation. I calmly asked if they were then honoring the balance that I had on file and if I could use my balance and she replied they were not going to allow me to use my balance I had. She stated that they incurred fees of 32.50 a month because of my cancellation fee. (Which doesn’t make sense to me since I cancelled.) I just said ok and hung up.  I then responded to what they said via this site so you were aware that what they stated over the phone is not what they are stating In writing via this site. Also, they are still reporting to the credit beaureau that I  owe them over $260 and I just received a notice in January for it. This is more than the 32.50 a month they stated they were owed for the cancellation fees they said I owed over the phone. I’d be happy to provide a copy of the notice from the credit agency they reported me to.   Also, I have been a customer cumulatively longer than 12 months and my understanding of the contract is it goes from Month to month after 12 months so I was past the 12 month mark at cancellation.

Initial Business Response /* (1000, 8, 2016/02/18) */
Contact Name and Title: [redacted] - manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@massageenvy.com
Clients membership was immediately canceled per her request on February 3rd 2016. Client is aware that her membership has been...

immediately canceled due to medical issues.

Complaint: [redacted]
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 surprise. The ONLY responses I receieved from [redacted] (manager) and [redacted] 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 situation. Successful managers are flexible with policies, unsuccessful managers are not...[redacted] falls in the latter category. In my lifetime I've never met 2 more heartless, sarcastic, and immature individuals let alone managers. As a side note, the Leader of the store [redacted] 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 danger. In the end I will get my $60 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,
[redacted]