Massage Envy

Hi,I asked my manager regarding this matter.  My manager had offered her a free 30 minutes for her next visit because of the inconvenience but this client insisted to have a free 90 minutes.  She did finished the whole session while she was complaining the room and my therapist gave her...

full time massage that day. Beside the AC is good but some how that room was warmer than the others.  That is why my manager thought a free 30 minutes is a reasonable compensation.  Then she started threatening us to write to you and our corp and even some other review sites, etc.  and she did.  We completely understand her upsetting us not please her with a free 90 minutes session which we thought it was not reasonable.  We already contacted her several times regarding this issue and won't be able to compensate her any more.  Thank you for the information and we always and will continue provide the best customer service.  Best regards,

Revdex.com:
I have reviewed the response made by the business in reference to [redacted]plaint ID [redacted], and find that this resolution is the least they could've done.  I have since canceled my membership due to the price gouging Massage Envy did.  
Regards,
[redacted]

This has already been resolved with the client. It was taken care of within a few days of the actual complaint.

Good Morning, Ms. [redacted] has not fulfilled the 12 month agreement she signed with us in the Burlington location, an individually owned an operated Massage Envy.  We have attempted numerous times to contact Ms. [redacted] in regards to a resolution on her account.  We have offered to...

come to payment arrangements on the messages we have left her.  We have received no response from her. Although she claims to have requested to cancel her membership she is not eligible to cancel before completing the initial term.  Our company's policy is that we can not transfer memberships within the same state as the membership can be used at any location.  Also, there is no way to transfer a membership anyway with an outstanding balance on the account.  We have offered and are happily still willing to come to an agreement on the balance but have received no response to our attempts to contact the client in months.Below please find all the notes on Ms. [redacted]'s account detailing all contact she has made with our location:9/10/15 call 1 1st attempt lvm9/16/15 call 1 2cd attempt phone is out of service10/6/15 emailed over a freeze form, client got laid off went over all options1/20/16 [redacted] called to inquire about when her freeze was up. I have her the info and she stated that she needed to be frozen longr. I explained that she would just need to make 1 pymtn in order to refreeze to which she responded "well I wont be paying you guys. I have other bills"1/20/16 [redacted] called back and said she though the info she was given was incorrect. She was in fact correct, her account is not due to unfreeze until 4/4 and she is aware her next payment is 4/94/28/16 [redacted] had [redacted] send us over a cancellation form. I called her bc she still owes 7 months on her initial term. She sighed and said she is still out of work. I told her I'd be happy to send her a new freeze form but reminded her to keep in mind that it will push out the term of her memberhsip. She was fine with that1/11/17 Called 1st attempt sw client and she says she has left 5 messages with us and [redacted] in regards to wanting a statement sent to her. I am emailing her a history of her payments. She syas after she receives that she will update the card on file"Good Morning [redacted],Attached you will find the Membership Payment History you requested. You have made 7 payments, leaving 5 payments remaining. If you could kindly call us at your earliest convenience to update the credit/debit card we have on file to bring your account current we would greatly appreciate it.Best,Massage Envy Burlington1/20/17 call 1 2cd attempt lvm1/26/17 call 1 3rd attempt lvm2/3/17 call 2 1st attempt lvm2/20/17 call 2 2cd attempt lvm2/22/17 client sent to TW she is still in her initial term and owes $275.95 for 5 months to pay off membership or she can clear it up and resume by paying the 2 months she is behind $109.985/11/17 Dear [redacted],Attached please find all Account Notes for Ms. [redacted]. Ms. [redacted] has an outstanding balance of the amount oshe is requesting to receive. She has used all services associated with her account, and she did not fufill the 12 Month Agreement she signed when she enrolled. Therefore, there is no grounds for a refund to Ms. [redacted]d. Every contact our location has had with Ms. [redacted] is notated as such. I can call you Tuesday when I arrive to the office at 3:30 in the afternoon to follow up.I look forward to speaking with you Tuesday to bring this to a conclusion**Clinic Manager**5/18/17 Received a call from the Law Center that emailed us. She was asking for us to transfer her membership to [redacted]. I said that's not something we can do. She asked for a number for a corporate office, I said they woul donly direct her back to us as we are all indivudually owned and operated. She said, ok, Ill mark down you were unwilling to come to an agreement on this. I said, we are not unwilling to come to an agreement and we reached out many times to come to an agreement. We're to come to an agreement about the balance but we can't transfer a membership in the same state or do anything at all about it until the balance is cleared up. She was going to go back to the client and let them kknow we coudn't transfer. I nthe meantime I called and left a message for the manager in [redacted]

Initial Business Response /* (1000, 6, 2016/03/15) */
Email sent to client earlier :
Good Evening [redacted],

My name is [redacted] and I am the clinic manager of the location in Greensboro in which you recently had a not so good experience with. I was given your contact information through Yelp to...

better understand your frustration and help resolve the issue at hand immediately. I do understand you were charged for a missed appointment on the 27th of February this year. It appears we left a reminder call the day before but the appointment was not cancelled before our four hour window for cancelling.

I would like to know from your side, the experience you had with the front desk associate to see how I can better the communication of my front desk staff to our clients of our booking policies. Please understand that the business does charge for missed appointments to compensate therapist time since they are not paid hourly but a unit rate for performed massages.

I would be more than happy to refund the cancellation charge if you would like it on the same card that was charged. It seems there was a breakdown in communication on our behalf.

I look forward to hearing back from you!

I understand your frustration. WE have followed our nationwide policy and having a MINOR come in on the same day without prior knowledge and without parents signature put us in a position to where we were not able to approve her massage for that day.  The day you have chosen to have me oversee her other massage that day was on the weekend when I am not in office over the weekend, I assure you I have checked in with my team and managers that were in that day and I had instructed them on the matter to ensure her massage was taken care of and was approved for that day you scheduled. We took care of that massage and all services for both your daughters have been already paid for and taken care of. There will be no refund issued as services has been performed already. I will note the account that we have discussed this and wont be able to do anything further at this point. Thank You and Have a good day  Massage Envy Maple Grove

Hi [redacted],Per our conversation earlier today, looks like base on the telephone number provided [redacted] is a member at the Massage Envy- [redacted] WA location. And checking out her history in our data base her last time using the service was on 9/23/15 @ 9:08 am at that location.And because...

Spokan WA is her home base they would have had that conversation with her if any. If you have any questions, please feel free to contact me @###-###-#### or via email.

Mrs. [redacted],
 
Our Client Relations Manager, [redacted], has been trying to contact you at the number that you provided to us when you initially signed up. She also has left voicemails for you to call her back in regards to your membership, again, at the number you provided. All of this has been notated in your profile, and we still have not heard back from you at all, except through here.
We gave you a copy of your signed Membership Agreement in the packet that we sent home with you when you signed up. If you need another copy, please contact the Clinic and we can either email, fax, or mail it to you as well.
Our phone number is: [redacted]. We look forward to hearing from you.

[redacted],
I'll try to respond to the comments in the order in which they were listed.
When 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 gesture.
They 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, [redacted], 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 $632.10 after the applied credit.
 
Feel free to contact me if you have any questions.
 
Sincerely,
[redacted]
Red Leaf Hardwood

[redacted] you have been taken out of collections and this will NOT show on your credit report.  I would love for you to use the rest of your services since you did pay for those, so I will be calling you to see how you would like to handle that.  Have a great day!

To whom it may concern,Re: ID [redacted]The membership has been cancelled and a full refund for the charge in question has been processed.We did not have any record of the initial stated contract.  However, after the 2nd contact, the guest's desire to cancel the...

membership was understood. Unfortunately, it was never properly processed and was a clear oversight on our part. After we were made aware of our mistake, the charge was immediately refunded and the membership cancelled, we sincerely apologized to the guest and made them aware of our corrective actions.We always try to go above and beyond to make our services & memberships as stress -free as possible. But, unfortunately, human error can sometimes occur, When it does, though, we immediately work to resolve the situation.Regarding his wife's membership ,we have tried to get in contact with him a couple times this week, but have been unable to reach him. We have spoken to a male gentleman at the phone number on file and he confirmed that the messages were given.  Once we do get in touch with him, we will handle cancelling his wife's membership in the appropriate manner, with the high level of customer satisfaction that we strive for each and every time.Thank you,
Management

Foxchase Massage EnvyAlexandria, VA

This matter has been closed as MRS. [redacted] has reported us to every place she could write a complaint about us. I have already called and resolved the matter as I explained that it is our policy to ensure we are following the proper protocol all together. My staff has followed the correct direction in...

this matter as she had brought her niece in that was a MINOR and being she was a MINOR, we have to following the MN State statue laws and our Corporate laws for all MINORS as the parent of that MINOR must be present and must sign the waiver and permission form in person to ensure the safety of our staff and the MINOR receiving the massage.  I had explained this entire matter to her & our corporate offices as well. She had purchased the $150 Gift Card Deal to where each one would get $50 X3 = $150.00. We had rescheduled that MINOR for another day and I explained that I would over see this matter in which I did and she got her massage and was already checked out by me (Manager) to ensure there would be no further issues with this matter. Going forward, I explained that this is a Nationwide matter to where all MINORS must be present with their parent in order to receive a massage. We must lead by example and not allow anyone to get a massage without prior permission. I have already double checked into this matter and it has been completed and resolved between the business and client. Thank You

Client has been refunded in full, and has a copy of her refund receipt as well.

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 12 payments beginning in January. She did initial and sign each aspect of the membership agreement and did not ask to cancel within the 3-day cancellation period. She spoke with a manager on 1/19/16 and was offered delayed payments to assist her with her financial hardship, delaying them for up to 6 months. She did not find this solution acceptable and stated she would call us back later, but did not. We have cancelled her membership being that she does not intend to make any of her monthly payments that she agreed to. 
Thanks,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:This response does not satisfactorily resolve my complaint and request for compensation.
Regards,
[redacted]

In response to the complaint, I am the clinic manager of Massage Envy in Burnsville. This was my first notification that there was any concern or complaint from this client. I have since talked to the client over the phone and we are issuing her a refund. The complaint has been resolved.

[redacted] signed a 6 month agreement that automatically goes month to month. She has since submitted a cancellation form and has until October 12, 2017 to use her two remaining massages that are in her account. Thank you-

(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 account. Mrs. [redacted] is giving false...

information. I 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 me. It 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 manager. Yes I did sign the terms but I didn't sign for her to charge my account 3 days before the payments was due I had the option to freeze my account and she didn't aware me. She basically told me it's nothing she could do she been on vacation and my money is already gone.

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]