Massage Envy

Business Response / [redacted] (-10, 13, 2014/10/22) */ Business supplied email: [redacted] Use this address for any contact with the Revdex.com Business Response / [redacted] (1000, 16, 2014/10/24) */ Our manager, [redacted] was on vacation and just received the second noticeWe never received the first notice (possibly accidentally discarded)We will make an exception to our Wellness Agreement and allow [redacted] to receive one more massage Business Response / [redacted] (2000, 18, 2014/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the company's responseThe company offered a minute massage free of chargeI get compensated for the minute massage they would not let me schedule and an additional minutes for the trouble

Complaint: [redacted] I am rejecting this response because: I have paid my membership religiously and do not understand how any business can accept my money and say they don't owe me anythingI had unused massages which I paid $359+ forObviously, there has been a long running problemI feel as though they take advantage because of my age and health (I'm 69)They even charged me another $in January because of some of their "fine print"They got me to sign a contract with the promise of a discounted rate but you really pay the going rateBe aware of their fine print and how hard and expensive it is to get out of their contractThe people there did nothing to help me and I am amazed that they claim to have Sincerely, [redacted]

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 surpriseThe 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 situationSuccessful managers are flexible with policies, unsuccessful managers are not[redacted] 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 [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 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, [redacted]

Complaint: [redacted] I am rejecting this response because: I have never been contacted by Massage Envy in regards to my complaint as it was stated in their responseI will get a letter from my physician and give it to Massage Envy in hopes that it will FINALLY resolve this matterI also did not receive an attachment of anything that I had signed from the businessI would like to have a copy of that if at all possibleSincerely, [redacted]

Hello, I’m writing in regards to a complaint received from S [redacted] Ms [redacted] signed a one year agreement with us and committed to making payments beginning in JanuaryShe did initial and sign each aspect of the membership agreement and did not ask to cancel within the 3-day cancellation periodShe spoke with a manager on 1/19/and was offered delayed payments to assist her with her financial hardship, delaying them for up to monthsShe did not find this solution acceptable and stated she would call us back later, but did notWe have cancelled her membership being that she does not intend to make any of her monthly payments that she agreed to Thanks, [redacted]

[redacted] #222222;">FOR Revdex.com USE ONLY Case ID [redacted] Dear Madam or Sir, Thank you for the opportunity to respond to the allegations raised in the issue ID [redacted] for a Ms [redacted] *** Despite her assertions in her complaint, we as owners as well as our managers have spoken to Ms [redacted] on numerous occasions over the past year in an attempt to get her into the clinic to receive servicesI have also spoken with her twice on the phone in the past month in order to try to reach a mutually satisfactory agreement to her issues The heart of the matter is that Ms [redacted] refuses to preschedule any appointments for serviceAs is fairly standard in the day spa industry, our appointment system allows us to book appointments as far out as months in advance, while also booking appointments the same dayWe allow customers the freedom to book as many appointments as they wish, with the flexibility of cancelling any and all appointments before close of business the prior day without any penalty or chargesEven if members or guests cancel on the same day of their scheduled service, we are oftentimes capable of filling their appointment slot with another customer from our pending list, so that we can avoid the cancellation charges to the original personOur massage and facial services are a minimum session length of hour up to hours in length, and thus to get the exact time that you want, we encourage our members and guests to pre-book their appointments at least hours in advanceAll of this has been explained numerous times to Ms*** Our location is open and books massage appointments hours per weekWe are open days per weekWe are open from 8:a.muntil 10:p.mMonday through Friday, from 8:a.muntil 6:p.mon Saturday, and 10:a.muntil 6:p.mon SundaysEach month we have available between 1,and 1,appointmentsAppointments are available first-come first serveWe do book most of our available appointments in advance, and whatever is not filled, or cancelled through last minute “no shows” or calls to cancel, we make available to walk-ins Ms [redacted] for the past year has refused to book any appointment further out that the same day that she callsShe will not book an appointment for the next day, or any day other than for within the short window of time on the day that she calls usShe calls when she says she has availability, and expects to receive services without having scheduled them in advance, unlike the common practices of the day spa industryShe has also walked into our location several times and demanded to receive immediate serviceOn her most recent visit we offered her a waappointment within the next hour and she refused, stating that it was inconvenient because it was not within [redacted] minutesEach time she has spoken to us including the owners and the managers, we have talked to her about prescheduling her appointments hours in advance or moreShe has continually refused to do soWe have also asked her to add her name to our pending list, so that we could call her in case we do get a same day cancellation later that dayOn two occasions, as I have discussed with Ms [redacted] in the past few weeks, we called her back offering her available time slots and she declined saying that they were not convenientWe also review the appointment booking process with each member when they sign their Wellness Program AgreementThere is even a whole paragraph in the Agreement that explains the appointment booking and cancellation process, which Ms [redacted] was required to initial to acknowledge her understanding On her last visit to our clinic on July **, 2014, our manager asked Ms [redacted] why she originally signed up for our Wellness Program AgreementShe stated that she signed up because she had registered to run a half-marathon, which was scheduled to take place months after when she signed her Agreement with Massage Envy SpaWe asked how it was that she could schedule to run a multi-hour endurance event almost a year in advance, and schedule the weekly multi-hour training runs required in any long distance event for a period of six months or longer, but was not able to book a massage appointment hours in advanceWe also asked how she would be able to book appointments with her dentist or doctor or even hairdresser, but she couldn’t book an appointment in advance with usHer answer was that her Wellness Program Agreement with us was a luxury Ms [redacted] did enter into the standard Wellness Program Agreement with Massage Envy Spa at our location on June **, In this agreement, she signed as well as initialed her understanding that she had the entire initial and any renewed term of her membership in which to use all of her membership servicesAs long as the membership is active and in good standing, members do not lose any of their servicesShe signed and initialed a special paragraph that she understood that when she cancelled her membership for any reason, any unredeemed membership services would expire days after the final membership payment has been processedHer original contract term was from June **, through July **, When Ms [redacted] did cancel her membership on July **, 2014, she once again signed her acknowledgement that she would have days after her last payment on July **, in which to use any remaining membership massages and that after that time was over, she would forfeit any unused membership massages as her membership would no longer be active We have also pointed out to Ms [redacted] that her Massage Envy Spa Wellness Program Agreement is recognized at over locations of Massage Envy Spa in states, including locations in the Houston metro areaWe are happy to report that since she wrote her complaint to you, she has visited other locations of Massage Envy Spa in Texas and redeemed of her member services there In an attempt to provide great customer service, we have twice informed Ms [redacted] that we would be willing to give her a one-time exception that is not standard for our customers by giving her a finite grace period beyond her original contract-stipulated expiration date to use her unredeemed massage servicesShe phoned our corporate office and they have also mentioned that we could create a one-time exception for her in this regardShe has until August *** to decide if she wishes to accept this offer We have expressed to her that we are sorry that her experience was not what she expectedWe hope that we can reach a successful resolution with her and make her happy Best regards, [redacted] General Manager [redacted]

Complaint: [redacted] I am rejecting this response because:I feel the terms of this agreement are very unfairI also believe that as a customer I was not given adequate time to fully read over the contract and instead it was explained in brief verbally to me and was not explained correctly or adequately by the staffI understand that an agreement was signed however I do not feel that a business should ask somebody to pay for services that they never receivedI literally did not use this service under the contract even one timeI do not see how in good conscience a business can ask a customer to pay for services they never usedIt is no wonder that this business has so many terrible reviews and and a terrible Revdex.com score when they treat people this wayI would like to resolve this matter and get this negative mark taken off my credit report however I feel like a fair agreement should be able to be reached hereI would be willing to pay the fee for sending the matter to collections which I believe was around $from talking to the collections agencyI feel like that would be a fair resolution for everyone as Massage Envy never provided me with any services that I should owe them for but I do understand they had to pay some sort of fee to the collections agencySincerely, [redacted] ***

Inspire is a great agency that we have been working with for over 5-yrs now They have handled all of our needs from designing our marketing materials, printing, webpage design, email marketing, video production and much more Inspire has not only helped us grow our business but has helped the transition into the ever evolving digital age a smooth ride I feel they are always keeping the best interest of the company first and don't try to push products/services if you are not ready and/or the right fitI would highly recommend Inspire to all companies whether big or small as they not only give great service but also sound advice during consultations Thanks Inspire, keep up the great work!!

Complaint: [redacted] I am rejecting this response because:I've been calling and asked to speak with the manager but no one called backMy issue regarding the use of accumulated points still hasn't been resolvedI accept the extension of membership at no further cost to me however I still do not have the answer from either the manager or the owner Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response[redacted] never mentioned anything about freezing my account I had to call a different clinic that told me I had the option to freeze my accountMrs [redacted] is giving false informationI called her business only twice the first time I called she told me it's nothing she could do about my account they already took the money out my bank account plus she just got back from vacation and shes busy.Then she say she'll call me back never did so I called back no answer so I have my boy friend call who also has a account call she answer (she was scanning my calls)So I go to her clinic to ask what happened to her calling me back I was very calm and PROFESSIONAL she told me she's busy and she can't help meIt was no customers in the lobby & I did not come in with a temper or yelling at the front desk staff because I asked to speak with the managerYes I did sign the terms but I didn't sign for her to charge my account days before the payments was due I had the option to freeze my account and she didn't aware meShe basically told me it's nothing she could do she been on vacation and my money is already gone

Excellent serviceNo hasslesWould use again definitely Very satisfied

This matter has been resolved with the clientThe location manager spoke to [redacted] todayIt appears as if her account was suspended for two months which is the reason why it was not frozen as requestedThe two payments were processed once card went through [redacted] had already refunded her one payment I refunded her the otherClient was okay after conversation and satisfied with outcome

we have reached out to the client and will cancel the membership and allow her to use the massages she has paid forThanks

The first thing I would like to address is that [redacted] D [redacted] is not even a member at my Glen Carbon, IL Massage Envy She is a member at O’Fallon, IL [redacted] has never even stepped foot in my location and by no means should not be reporting my business for any type of misconduct I have attached her and her dependent’s history of my location As you will see, she transferred a massage to our location for herself and dependent to use at our location from O’Fallon, IL Our cancellation policy for every Massage Envy is a 50% same day charge and a no show 100% charge Following protocol, we did charge her and her dependent for a no show on 8/5/ These time slots are reserved for the client and if that client does not show up, our therapist loses out on pay Her membership agreement that she signed is with O’Fallon, IL location, not mine She signed off on all the terms of her agreement including the cancellation policy [redacted] did call the next day (8/6/17) and express that she had an emergency and my front desk failed to notify management (she was new) We do understand that emergencies happen and since she did notify us the DAY AFTER, it isn’t possible to refund a massage transferred in from another location I was not even aware of this charge until she called September 29th about the charge I did return her call and left a message asking her to call me back She has not called back but I explained in the message that even though we charged her, I am willing to give her those charges back in the form of points (meaning dollar amount equal to massage) the only difference with points is that they have to be used in the clinic issuing them Therefore, I feel I have taken care of everything I needed to and took care of her and gave her the refund for the charge of the no show Everything else she is addressing in this complaint is not my clinic and therefore should not hurt my business She needs to address everything else with O’Fallon, IL Massage Envy We are all franchises

I couldn’t have been more pleased with the help that your guys provided, they were awesome! Everything was done in a timely manner and they were very polite and helpful I have and will continue to highly recommend you guys to anyone who can use your services! Ya’ll took a much dreaded task off my sister and my backs, and for this we are so very grateful and appreciative Thank you and God Bless! Charnell B [redacted] Alisa A [redacted]

To Whom it May Concern:We believe we have made a fair and reasonable offer especially considering the Wellness agreement that was executed

To Whom It May Concern:Just as any agreement, we appreciate when our clients fulfill the term they have signed up for However, due to the severity of this client's dissatisfaction, I have cancelled the membership and the client will not receive anymore phone calls regarding her missed payments.Sincerely, [redacted] Clinic Administrator

Unfortunately, this claim is no longer with massage envyIt is now with [redacted]

A message has been left for this client to call me to see if we can help him further

I can’t say enough good things about the moving experience on the day of September 14, The movers arrived as scheduled at 9:am (not a minute late) and proceeded to get to their work of assessing the items to be moved, preparing the items, and communicating with me all through the processThe two movers were both professional in their work ethic, communication and empathy (yes, empathy)They were aware of the anguish I was going through to move my mother to a Memory Care facility and were very careful in moving the items and communicating with my in a calming mannerI would recommend this business