Massage Envy

Complaint: [redacted]
I am rejecting this response...

because: I have called back and left messages to the staff two days in a row with no response back.
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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]

I apologize if there was any miscommunication.  Of course [redacted] can use her massages.  Since she canceled her membership, Massage Envy policy states she has 60 days from the date of cancelation to use them before they expire.  Please don't hesitate to call for any...

question. Thanks [redacted]Owner

From: [redacted].[redacted]@massageenvy.com [mailto:[redacted].[redacted]@massageenvy.com] Sent: Wednesday, December 20, 2017 2:30 PM To: Customer Relations <[email protected]> Subject: Case Number [redacted]   The above referenced number has been resolved.   [redacted]'s memberships...

has been canceled.  He has two services on his account that are good for 60 days.  Per the cancellation agreement he has 60 days to use his two services.  They will expire on 2/21/18.   Sincerely,   [redacted] General Manager Massage Envy Spa Oak Park River Forest  [redacted]

On 10/02/2011 [redacted] signed up for a 12 month membership with us at Massage Envy in Eugene. She signed and initialed the agreement form. The top of the agreement form shows the initial membership term which was 10/02/2011 and expires 11/02/2012. The first bullet in the agreement which she...

initialed it states " You may cancel your membership during the initial term only in the event; that you permanently relocate your residence more than 25 miles radius away from and Massage Envy clinic; or a physician certifies that you are unable to receive massage services. All cancelations require a 30 day written notice and are effective 30 days after the date received."However, Every client has the option per Oregon law to cancel there membership within 3 business days of signing up. Also, each client receives a copy of this membership agreement and all policies and terms are also posted on the massage envy website.[redacted] as she stated never canceled her membership and once it became 3 months past due it was sent to the collection agency that we used during that time. It was sent in the amount of 11 months past due which was what was owed to fulfill the 12 months. I have attached a copy of her signed agreement form and the form which was sent to the collection agency.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

In regards to the complaint ID...

[redacted], the initial agreement that was signed on January 22nd, 2015 for the membership stating that the 22nd of every month the membership dues are taken off the card provided. The Client paid $130 (January and February membership dues of $65 each) on the 17th to bring the account to good standings to be eligible to cancel the membership, in which the cancellation form which was signed and submitted on the 17th of March states that by signing "acknowledge and agree that my cancellation will be effective 10 days from the date you receive this properly completed form." he was then charged another $65 on the 22" of March within the 10 day period of the cancellation. He called back a few days later stating that we need to refund that money and also pay the $35 bank over draft charge. We are not liable to pay for any overdraft fees, stating in the terms and conditions Massage Envy Spa "Massage Envy Franchising, LLC shall not be liable for any damages whatsoever, and in particular Massage Envy Franchising, LLC shall not be liable for any special, indirect, consequential, or incidental damages, or damages for lost profits, loss of revenue, or loss of use, arising out of or related to this web site or the information contained in it, whether such damages arise in contract, negligence, tort, under statute, in equity, at law, or otherwise, even if Massage Envy Franchising, LLC has been advised of the possibility of such damages. Some jurisdictions do not allow for the limitation or exclusion of liability for incidental or consequential damages, therefore some of the above limitations is inapplicable." We do apologize for any inconveniences this has caused the client, however our policies are as stated above. The account does have to be up to date to cancel and a ten day notice is required for cancellation. We do sincerely apologize for any miscommunication or issues this has caused.

The issue with the customer has been resolved.  She was provided with a copy of the Membership Agreement (attached) that she signed in 2005.  She was also provided with a copy of her Client Buying History (attached).  She confused the price of her extra services  ($29.95) with...

the price of her Membership Dues ($49.00).  Her husband added on to her account, which is why his dues are less.The customer now understands her payment terms.

Response to ID [redacted]:The complaint was received from the mother of two young women who scheduled massages. One of the young women is a minor. The manager explained the minor policy, telling the young women that a parent or guardian must sign the policy and be present in the treatment room...

during the massage. The mother was not available to do so at the time. The mother asked for the gift card one of her daughters had previously purchased to be refunded. The owner called the mother and again explained the minor policy and welcomed her daughters to return to the clinic, with the mother in order to accommodate the minor child. The owner offered to rearrange the clinic schedule to accommodate the daughters and mother and also offered a complimentary enhancement and/or 30-minute upgrade. It is not the location's policy to refund a gift card as gift cards do not expire and can be used for a massage for the minor child as long as a parent or guardian is present. Please confirm that you have received this email.Thank you,Marci

Initial Business Response /* (1000, 5, 2016/02/10) */
Mr [redacted] did receive a massage at our Massage Envy [redacted] location on November 10th, 2015. Mr [redacted] signed up for our wellness program on the date of his service. All the program details were explained to Mr [redacted]. Mr. [redacted] initialed and...

signed all documentation explaining the program. As a courtesy to Mr [redacted], on February 1st 2016, we refunded his December and January payments and voided any further service payments and agreements. Thank you and please let me know if you need any additional information.

Complaint: [redacted]I am rejecting this response because:
After reading many similar experiences online it is clear that this location has a patter and practice of ongoing not predatory membership enrollment. Rather than admit that there is any chance that a client was indeed unaware of the terms of the contract they vehemently defend their practices. It is a pattern contract there is no way they can assure that each person UNDERSTANDS it. As I mentioned it was breezed through with me very quickly at 10pm. With my upcoming intended sale of my house on the way I would never have signed KNOWING it was one year. The reality is there is no way I would return to that location after the way I was treated by Emilee. Ever. So what is their expectation I pay for a year of nothing? No. 
Sincerely,[redacted]

On June 3, 2016 I reached out via phone call to client [redacted] in regards to his complaint. Per our conversation both he and I have happily come to a satisfactory agreement and solution to resolve his issue.

We are sorry to hear about your experience. We want to make sure that all of our Members and Clients have the best service and experience possible. Please contact our Client Relations Manager, Norma C[redacted] at [redacted] or via email: [redacted]@massageenvy.com. We will make sure we make this...

right for you.
 
Thank you, and we look forward to hearing from you.

Revdex.com spoke with the business on May 28, 2015 who indicated that they did honor the special rate for the customer and that she had her appointment on May 26, 2015, and they consider the complaint resolved.

Revdex.com spoke with a representative from the business who stated that upon receiving a survey from the customer, they attempted to reach out to the customer to discuss her issues but she was not willing to discuss her issues with them. They've stated that they can apply the credit she used back to her account upon receiving her credit card information, so that they can charge her for the introductory rate to use for her guest. The business stated this will be done once she calls to provide a credit card number and asks to speak to someone in management.

Mr [redacted] called to make a couples massage appointment.  All our appointments need to be guaranteed by a credit card, and all our Front Desk Staff do inform the client of the cancellation policy, specifically that for no call no shows the appointment will be charged at 100%, for same day...

cancels we will charge 50% if we are NOT able to rebook the slot.  Clients have until close of business previous day (10pm) to cancel at no cost.In this situation, Mr [redacted] called on 11/25  to make the two appointments on 11/26.  He called on 11/26 to cancel the appointments and our Front Desk Staff exerted all effort to get the appointments rebooked, and succeeded to rebook one of the two.  Hence Mr [redacted] was only charged 50% of one appointment $26.92.We reviewed our video/audio footage at the clinic and confirmed that the person who booked the two appointments did in fact go through the cancellation policy.  Hence we stand by our decision to charge Mr [redacted] the 50% same day cancellation fee for one appointment.Thank you for seeking clarification[redacted]

Revdex.com:
I do not wish to go into this establishment. I feel extremely uncomfortable and I have expressed this to the owner on the phone. Recently, I have had people who I believe to be an employees of this location harass me via social media platforms. I feel targeted based on my speaking out about my experience and do not feel comfortable going to this establishment. I would only be open to suggestions that does not require me to go into this location. Please refund or offer me a option to attend a different location so that I can move on from this experience. I am very fearful and uncomfortable to go to this particular location after all that has transpired. 
Regards,
[redacted]

Revdex.com:
The provider contacted me and I have confirmed that the credit was posted to my account for complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: I refuse to go rounds with a company that uses shady tactics. I will make sure that others know the way they do business in the future.  Good luck to you.Sincerely,[redacted]

This customer's behavior was entirely irate and unacceptable. We have a sign in our lobby that states all gift card sales are final, which was there when the customer decided to purchase the gift card. After explaining that we do not refund gift cards, the customer began calling staff members...

obscene names and using offensive language throughout the building, disrupting other paying client's experiences. The client also threw pens, business cards, brochures, and mints all over the lobby, which we have attached pictures of. We asked him to leave but he refused to leave. The staff called the police on him and waited for the police to arrive to remove him, and we filed a police report against him.We will NOT be refunding, especially after this display of irate behavior.

See attached.