Massage Envy

| 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.

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
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]

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

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].

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.

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.

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

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.

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

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]

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, 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]

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.

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]

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

[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.

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]

The client had placed complaints all over social media and also with our internal feedback mechanism. There was a processing error which was refunded to her gift card soon after the complaint was lodged. Client wanted her refund to a credit card instead as she claimed not to want our services...

in the future. We were willing to do this despite being against policy of refunding using same mode of payment however she refused to provide a card number and has been verbally abusive to our staff and owner about the situation. Separately she claims to be double charged in her debit card but our records are not showing this nor has she provided any proof that would help us refund her.  Essentially she wanted to be refunded for a service she praised and tipped well for but we are only open to refunding transaction errors but she has so far refused to provide documentation and is verbally abusive to our staff and has been writing threatening emails. We believe we have gone over and above in trying to fix our errors but we cannot fully do this unless she provides important information like card numbers to refund to ( we do not have it on our system consistent with secure business practices) and proof of duplicate charging. So we are still waiting.