Massage Envy

To whom it may concern,
I am responding to complaint [redacted] from [redacted], signed our Membership Agreement on 3.6.14, she has been our member since.
With our Membership Agreement [redacted] can receive a 60 minute session every single month. If at...

any time she cannot come in and use her sessions, they do roll over to the next month and don't expire as long as the membership is active. [redacted]'s last visit was in July, 2015 So her unused sessions were rolling over. in November of this year, [redacted] called to start booking appointments to use her sessions. She only wants to see one of our most requested therapists, Shirley, who gets booked months in advance. At the time [redacted] wanted a 90 minute session but Shirley only had a 60 minute session available, the sales associate she was speaking with at the time booked her for the 60 minute session informing [redacted] that she would leave notes for her colleagues that if Shirley's availability changed we would let her know and change the 60minute session to a 90 minute one. The day before her appointment [redacted] was called to confirm the appointment and she was very upset to find out that it was only a 60 minute session. She requested to speak with a Manager, so I called her back immediately. I apologized for the miss communication that happened and tried to explain the situation. [redacted] wanted her five sessions remaining to be refunded which I explained I would not be able to do. I waived her November payment and help her book 3 massage sessions with our therapist Shirley and one facial session with Monique. I told her we would also waive the $10 facial fee for her. [redacted] wanted to cancel her membership, which she did and gave her extra time to use her sessions.Since this complaint was written, [redacted] has been to our clinic twice and she has received massages and facials. She only has one more appointment on December 24 at 10:30am for a 90 minute session and at that time She will have used all her remaining sessions.If you have any more questions about this client please feel free to give me a call at 484-342-8888 or contact me via email [redacted].com.
Mary N.
Clinic Manager

| received a phone call from a guest on 12/29/2017 regarding her partner's service on 12/21/2017. This guest Stated her partner did not receive a "good" service and the Massage Therapist did not focus on areas she requested. I spoke with this Massage Therapist and Front Desk Associate that help her...

partner; both replied that this client did not say anything regarding her unhappiness with the Service. The Massage Therapist did end her service with SOAP notes regarding this 1 hour massage; she stated she provided a massage in areas this client marked on her Wellness Intake form. This client did not mention anything to the therapist during her session regarding her unhappiness or that not enough time was spent on certain areas. Our Front Desk Associate specifically asked how everything Went during her Session, and her reply was "it was fine".I have not spoken with the client that actually received this service, only her partner. Her partner paid for this Service and requested reimbursement. informed her that I would not be issuing any refunds, however, Would allow a discount on her partner's next visit with a different service provider.| explained a breakdown of Cost and that allowing her partner to come in for another visit would be Saving her money, and showing good faith for her partner to try out a different service provider. I did explain to the guest that neither of us were a part of this treatment and as a General Manager, I need to hear both sides and make a determination that will have a positive effect on each party.If any additional information is required, I may be reach via phone or email.

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. 
Regards,
[redacted]

Initial Business Response /* (1000, 8, 2015/06/13) */
We have responded to [redacted] numerous times both verbally explaining how the Massage Envy Wellness program works. It is similar to many health club memberships or cell phone plans in that you have the Massage services available to use as...

long as your membership with us is current and you are a dues paying member.
Massage Envy offers 22 locations in the Minneapolis/St Paul metro area with 5 of these Massage Envy locations within about 15 miles of [redacted] home address. The Massage Envy membership and massage session can be used by a client at any of the 1,000 Massage Envy locations open nationwide. Each Massage Envy is open 7 days a week with most having hours of operation from 8am-10pm, Mon-Sun. Many of our appointment times can be made the same day with numerous more options available within 1-2 days of notice. When you combine our appointment options with other Massage Envy locations within a 15 minute drive of our clinic, Scott has access to numerous appointment options each day.
We also have urged [redacted], as we do with all our clients, to pre-book their next appointment before they leave our clinic so they can receive their regular massages services and enjoy the benefits of such. In order to get behind on using the massage hours, a client would need to ignore numerous and consistent reminders we give them by phone every month and when they visit us to get behind. At this point, we have offered [redacted] all of the available options and she has not selected any of these and he has chosen to cancel her membership and with such any un-used massage sessions expire.

We are going to refund the $12 to the clients, but, all of our membership base was notified of our price increase. This was just not in our location but Region wide. Notification was sent out via e-mail as well as by regular mail prior to this change taking place to make all our members aware. We...

would be happy to adjust the the current memberships to so going forward  [redacted]'s membership would be $60  per month and [redacted] would be $50 per month Please advise if this is agreeable and I will process the refund and membership change

An agreement was signed by you to fulfill 12 monthly payments in exchange for a one hour service credit for each month’s payment. We understand that life gets busy and sometimes members are not able to make it in every month, which is why our wellness plan accrues unused credits. These credits do not expire unless you cancel your membership. We did receive a cancellation form from you, but at that time you still had to complete one more payment to complete the 12 month contract before we could process the cancellation. We processed your final payment for September 2017, and but were unable to collect that payment as you put a stop on your account through your bank. Since the contract was therefore not fulfilled, we were unable to process your cancellation, and that is why your account balance continued to grow. We excessively have tried to work with you to resolve this matter since September and you have cursed at and disrespected our staff on every occasion. The balance on the account was sent to an outside corporation to help our company collect an outstanding debt that was not responding well to our clinics efforts.  Since this complaint was made we have tried to reach out numerous times via phone to settle this matter and did not hear back from you. Due to no response we decided to terminate the membership and all the services along with it. I can assure you your account has been cancelled and there will be no future billing.

Hello, I received the customer complaint from [redacted]. The owner already contacted him and issued a check for $[redacted] that was picked up on 6/11/17. If you need any additional information let me know. Best Regards, Jessica Y[redacted]Clinic ManagerRichmond Willow Lawn[redacted]...

Dr Suite 304-ERichmond, VA [redacted]P: [redacted] | F: ([redacted]

On 3/17/16, [redacted] requested to freeze her account (see attached), she requested to have her account freeze on 5/15/16 and resume on 11/15/16, which is what we did. She can cancel the membership at anytime, she just needs to submit the request in writing. Also, Mr. [redacted]...

references speaking to a male manager. Out Cottleville location has never had a male manage or supervisor of any type. It may be that he spoke to someone at another Massage Envy location.Please let us know if you have any questions.

We have in clinic video/audio surveillance that our employees are fully aware of.  This is for security purposes and also training purposes. We do NOT record actual phone conversations as that is a security risk with credit card numbers and all; however in this particular situation we could see the screen that the front desk person while she was making the couples appointment and also heard her inform the caller about the cancellation policy.The Ohio wire tapping law does not apply in this situation as our people are very well aware they are recorded, which satisfies the law.

Complaint: [redacted]
I am rejecting this response because:I've been calling and asked to speak with the manager but no one called back. My issue regarding the use of accumulated points still hasn't been resolved. I 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 response. If the consumer does not provide a reason the complaint will be closed Answered]

Hello, thank you for allowing me the time to review the situation with my management team so that I could put together a proper response. Although, 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 30 days prior to the actual price change. You were mailed out a letter to the address that we had on file, which was: [redacted]. The letter did not return to us as “undelivered”, so there was no indication to us that you were not notified. I’ve attached a copy of the letter that you would have received. We 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 price. As 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 10 years, with the exception of a 99 cent increase 3 years ago. As 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 call. Our 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 staff. We hope that this one negative experience will not tarnish your entire impression of Massage Envy. We’d love to have you talk to our manager [redacted], so that she can have the opportunity to address your needs and concerns. Please contact [redacted] at (949)586-3689 or email her at [redacted].

To Whom It May Concern,
I have spoke with the customer, he really just wanted an apology and wanted his side heard. He has opted to not receive a refund, instead he would like to extend his hours so that he may use them.
Thank-you,
Kanoe W**
General Manager
Massage Envy Hawai'i

[redacted] was a member with us here at Massage Envy Spa, Saugus MA until she opted to cancel her membership on September 9th 2015. Our memberships are an initial 12 month agreement which then go into auto renew and continue on a month-to-month basis. After the initial 12 months our members...

can opt to cancel their memberships with a 30 written notice as stated in the membership agreement and terms and conditions. To continue to receive membership benefits and keep your membership active and in good standing your membership dues, which generate a 1 hour massage session , do need to be paid in full every month. We try to be flexible with payment dates; this includes allowing our members to use gift cards, when requested, for their monthly membership payments. We will not push payments through early unless requested by the member. On May 23 2015 [redacted] was upset because the credit card on file was charged for her last monthly membership dues instead of gift cards she had received. The front desk associate was able to assist her with paying forward the next 3 months of membership dues with the gift cards [redacted] had. On September 9, 2015 [redacted] requested to cancel her membership and be refunded 1 1-hour credits she had on her account. We discussed in detail that she only had 1-hour massage credit on her account and with our 30 day written cancellation notice, as stated in our terms and conditions, she would have 1 payment come out on September 12, 2015 and she would have until October 11th to use the massage before they expire. [redacted] completed and faxed the membership cancellation request which stated she wanted her 2 credit refunded. I called her back again to try to explain to her again the cancellation policy and clarify the confusion. On October 6, 2015 we had to reschedule a service she had with one of our estheticians as she was out due to a personal emergency. I tried to offer [redacted] other times and she was unreasonable and would not allow me to work with her to try to accommodate her service with another therapist or on another day. Due to our therapist being absent I was trying to accommodate her at any time that would be convenient for her. We were unable to resolve the cancelled service as she hung up during our call. Please see attached documents; file notes, cancellation request form, client buying history and membership agreement with terms and conditions.

Hello Attached to this email, plesae find a copy of [redacted] 12 month signed agreement with Massage Envy. [redacted] entered into this agreement on March 7th, 2015 and agreed to 12 month's of payment of $59.99 each. In keeping with the contract terms, she was allowed to freeze for a 6 month...

period. The freeze period is only allowed for 6 months and then the contract kicks back in.  As you can see on the contract, [redacted] signed, dated and wrote her intials where necessary on the attached document. Please let me know if you require anythign else Thank You [redacted]

This email is regarding the complaint made by Shelly C[redacted] ID#11901068 I have finally located all of the information regarding Shelly C[redacted]. I was confused because Shelly did come in to the clinic for a service and use the accrued credits in her account and didn't say anything about her...

concerns. My assistant manager did speak with her and my member relations specialist reached out after her recent service. I have attached screen shots of the notes my employees put in after attempting to reach Shelly. Also, below is a copy of the email thread between Shelly and my member relations specialist.  Shelly does have one remaining credit in her account. I would refund the one payment for the credit that is unused if she still requests that. However I do feel my staff had attempted to contact her numerous times to discuss her account coming off of a freeze.  Please let me know how I can assist you further regarding this situation.

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.
However, I continue to believe that it should be more clearly communicated when offered a membership by a particular Massage Envy that you are joining that specific one and may or may not be able to get appointments at others based on availability. [redacted] is not near my home, so if I was told this, I would have not joined [redacted] and would have joined the one closest to my home. I also believe that [redacted] should have been more forthcoming and simply said they are booked and suggested I try at my home facility vs giving me the runaround for months.
Sincerely,
[redacted]

To whom it may concern,I have spoken
with the client in regards to the issue of redeeming the membership massages on
her account that had expired when her membership expired in February of 2017.
After evaluating the situation, I offered the client to re-instate her
membership to reactivate those...

membership massages. I gave her the options of a
3 month paid in full membership or a 6 month dues membership. All 4 membership
massages will be reactivated at that point. She will come into the location to
re-instate her membershipPlease let me know if you have any questions or concerns.Best Regards,Massage Envy Murray S[redacted]

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

Initial Business Response /* (1000, 5, 2015/04/13) */
Contact Name and Title: [redacted], Owner
Contact Phone: XXXXXXXXXX
The client has been a member at our location since May 2013. At the time a membership is purchased, our employees explain the terms of the membership agreement with all...

clients. We also provide all of our clients with a copy of their membership agreement for their future reference and have them initial each section. This process is a part of our training and a mandatory part of the membership selling process. We also explain to our clients that the 60 minute session they have purchased includes 50 minutes of hands-on- time and 5 min before and after the session to consult with their therapist and disrobe/redress as needed, which is explained on the national website and all marketing materials. This breakdown in session length is actually quite common within our industry and we actively explain this to our customers to avoid any misunderstandings. If the client had any questions regarding the session length, we would have been more than happy to address it with them at any time from the beginning of their membership in May 2013 to the present.
In regards to the cancellation process, we address the terms of the cancellation when we originally explain the membership agreement, and again when the client fills out the cancellation form. The cancellation form, which the client signed, clearly states that although one last payment is processed as a condition of providing us with 30 days written notice, they have 30 days after that last payment is processed to use up any remaining sessions. As with any membership program, there is a responsibility on the client to use their membership to its fullest extent. We do offer our clients the ability to schedule appointments weeks and months in advance in order to accommodate their schedules. The fact that we allow our clients to roll over their member services to subsequent months, as long as they maintain their membership, is actually a benefit that we highlight when presenting clients with our membership. I am not aware of any other membership-based businesses that allow clients to continue using their membership benefits after they have ended their membership.
The facial service with which the client takes issue occurred on March 11, 2015. We generally charge a 50% service charge for same day cancellations. However, we have made exceptions in the past for weather conditions, but those exceptions must be made by a manager. If the client would have brought this information to our attention earlier, we would have actively worked to resolve the situation. The facial "special" the client refers to involved our promotion in March. When clients came in for a facial in March, we provided them with a free travel size Murad skin care product valued at roughly $30.00. I am curious to see if the client received her sample because there is no mention of it in the original complaint. If the client did not receive their product after the facial service in March, we would definitely ensure they receive it. The $10 charge that the client disputes is a normal fee we charge for facial services. This information is displayed publicly on the menu board in our lobby and is not a secret to any of our customers. However, if the client was genuinely shorted time during their service, we would definitely like to work with her to find a way to resolve the issue.
OFFER:
Prior to this complaint, the client had spoke with the Clinic Administrator regarding her concerns. If the client would like to reach out to the Clinic Administrator ([redacted]) or the Customer Service Manager ([redacted]), we'd be more than happy to work with her to come to a resolution. At this point, we would like to extend the client another 30 days, free of charge, to use up her remaining sessions. I do not believe a refund for her facial service from March is in order given the fact we provided the 50 minute facial service, regardless if it started a a little late. However, if she did not get the free Murad Travel Kit in March after receiving her facial, we would be happy to provide that to her while supplies last (through April 2015).
Initial Consumer Rebuttal /* (3000, 7, 2015/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"At the time a membership is purchased, our employees explain the terms of the membership agreement with all clients. We also provide all of our clients with a copy of their membership agreement for their future reference and have them initial each section. This process is a part of our training and a mandatory part of the membership selling process. We also explain to our clients that the 60 minute session they have purchased includes 50 minutes of hands-on- time and 5 min before and after the session to consult with their therapist and disrobe/redress as needed, which is explained on the national website and all marketing materials. This breakdown in session length is actually quite common within our industry and we actively explain this to our customers to avoid any misunderstandings"
While the explanation of membership 'should' have been explained, it WAS NOT! If this is part of the training process, I suggest some retraining maybe in order. Just because your employees were trained and required to explain, they did not. Not the contract. Not the 50 minute session time. Never happened. And, please go get a massage from a reputable spa sometime. You will find you will receive 60 minutes PLUS dress/undress time. I dispute your claim this is "common in the industry".
Next, I never "disputed" the $10 fee for my facial. I said us was insult upon injury, given how the rest of that day's experience was, if I remember correctly. Yes, I received my Murad sample. If that had been at issue, I would have mentioned it in my first complaint. The fact that I received a "sample" (which cannot possibly be valued at $30, by the way, does not remotely make up for the fact that I was shorted time in both facial & massage that day. Your claim that I received a full 50 minute facial that day is 100% false an untrue. I will send the Revdex.com a photo of the tiny, two use collagen lotion I received that the owner claims should make-up for the service I received that day.
As I said in my first complaint, I accept the fact that I signed a contract that was not explained nor understood by me. I still feel I should not have to pay for the poor facial service or the forced last months payment for cancellation.
Final Business Response /* (4000, 11, 2015/04/15) */
Contact Name and Title: [redacted], Franchise Owner
The client has been a member at our location for almost 2 years and has not brought up any of these concerns, nor her misunderstanding of the agreement in the past. If the client would have brought these concerns to our attention in the past we would have been more than happy to discuss them with her. In doing some research, the membership was sold to her and explained by our Customer Service Manager. He is responsible for ensuring that our Sales Associates explain memberships to our clients correctly to avoid situations such as this. I am not inclined to believe he did not explain the membership to the client, and we have a membership agreement signed by the client that indicates she understood the aspects of the agreement. Again, a copy of the agreement was made available to her at the time of purchase and she could have requested another copy of this agreement and/or further clarification of the membership terms at any time.
Again, the $10 charge for the facial is a normal fee and the special the client referred to involved our promotion with the complimentary skin care product. That product is by no means an effort by us to "make up for the fact she was shorted" in time for the facial and massage. If the client believes she was truly shorted, we are more than receptive to working with her to resolve the situation.
When the client originally called our location to cancel her membership, she was upset about our cancellation policy and requested to speak with a manager. The client spoke with one of our managers, and our manager proceeded to explain the cancellation process to the client. The client seemed to understand the policy at that time. However, the client then brought up her dissatisfaction with the facial from the month prior. The manager with which she spoke offered to refund the service at that time. The refund of service would have resulted in crediting the client with an additional service that she would need to schedule before she proceed with terminating her membership. Unfortunately, we cannot provide cash refunds for the services that are included in the membership, we can simply give our clients credit for future use. The client refused that option, stating that she would just get another session she can't use. The manager then attempted to work with the client to provide her options to continue her membership and/or help her schedule her remaining available sessions before proceeding with canceling the membership. Again, the client refused management assistance and indicated that she was too busy to schedule at that point and ended the conversation with our manager.
OFFER:
We are more than willing to work with the client to resolve her concerns. We have made good faith efforts in the past to work with her and would continue to do so in the future. The client has yet to even submit a formal cancellation form. The client will need to submit that form by her next appointment. Once we receive the form, we will waive her May payment and give her until 06/09/2015 to use up any remaining sessions. At that point, any unused sessions would expire with the termination of her membership. Additionally, in lieu of refunding the client for the facial, we will refund the client for her April membership payment of $49.99. Total value for this compensation is $99.98.
Final Consumer Response /* (2000, 13, 2015/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. I accept your offer: refund of April's payment, waiver of May's payment and I have until 06/09/15 to use all my sessions. I understand that any unused sessions after 06/09/15 will be forfeited. I will complete the cancellation form at my next appointment (04/23/15). This is fair and I appreciate your willingness to work with me.

Good afternoon Ms. [redacted], This is in response to the case number mentioned above.  In regards to Ms. [redacted], her appointment that was in February, I don’t know what to say.  We handle complaints on site…so if she felt like she didn’t get the massage on that day we would have put...

her with another therapist.  As far as her charge…she paid for a 90 minute massage session which is 59.99 she left $15 in gratuity for the therapist.  Her statement says it was a mediocre massage and relaxation, well that therapist is no longer employed with us but was a veteran therapist who only did deep tissue.  It was her choice to leave any gratuity as we cannot make anyone leave a tip…that is personal.  So if she felt like he didn’t give her the pressure she wanted we always let the client no before to let the therapist know if pressure is too much or not enough.   I cannot refund her money as she paid for a service that was rendered and she chose to give additional money to the therapist.  If you have any other question please email or call me at [redacted]. Thank you,  Annette S[redacted]General ManagerMassage Envy Midlothian