Massage Envy

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

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]

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 although the "complimentary" massage was not mentioned today, July 12th, but rather July 8th. Thank you for clearing that up. 
Regards,
[redacted]

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]

In response to client [redacted] please see the following: Client had a membership with massage envy and it was frozen until 05/16/17. Policy was re-explained to client about automatic activation. We refunded two payments 03/29/17. Clients membership was cancelled 7/16/17. We are unable to...

process additional refunds.

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.

Hi [redacted]! Thanks for taking my call just now. Here is my response to the Revdex.com complaint ID [redacted] (see below). Please let me know if there is anything further that you need from me. We are very sorry to hear about your dissatisfaction with our company, and that you have found it difficult...

to book your massage sessions with us. Please know that we strive to offer convenient times by being open 7 days a week with extended hours (8am – 10pm Monday through Friday, 8am – 6pm on Saturdays and 10am – 6pm on Sundays). There are 25 Massage Envy locations that you may visit in the OC region, with 10 of those locations being around 10 or less miles away from this site.  Unfortunately, we understand that you have specific requirements of the following: (2) 90 minute sessions at the same time (or within 45 mins of each other), must be female massage therapists who perform deep tissue, and you are looking for appointments on the weekends. As a retail spa business, the weekends definitely book up quickly, as well as our female deep tissue therapists. Our managers have really tried to super serve you by pre-booking and blocking sessions for you at our sister clinic in Lake Forest, which is only 7 miles away. When you didn’t return her phone calls to confirm that you would make those appointments, she had to unblock those sessions. In addition, our manager has offered to set up “standing appointments” for you, which means that we book your appointments in advance for the dates/times/requirements that you are asking for, but you have declined to have her do that for you. We understand that you do have appointments scheduled currently on 2/20/16 and on 2/27/16, and that your wife is also scheduled on those same dates and times, we are very happy that we were able to accommodate you. We are more than willing to allow you to transfer your massages sessions to your friends and family (per the Massage Envy transfer policy).  We have previously waived 2 months of your membership dues, but we’d love to have you talk to our manager [redacted], so that she can help to accommodate you further in your needs. Please know that we do value you as a long time member, and we would love for you to continue to use your membership with us. Thank you,[redacted]

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.

This is the response sent to [redacted]:
Good Afternoon [redacted],
My sincere apologies for the pricing confusion today!
Our prices have increased due to the cost of doing business increasing in [redacted]. Our gift cards, just as any other retailer, are sold on a dollar value and not an...

actual service. For example, if you bought a Gift Card at the Gap for $50 and a shirt you wanted to buy was originally on sale for $49,99 but on the day of purchase the sale has ended and the shirt's price goes back to the original $69.99, the customer would have to pay for the full price.
I do understand your concern and that you and your daughter expected the Gift Card to cover the 90-minute session. We never want any clients upset with our establishment and always strive to provide the best customer service to all. We will definitely go ahead and refund the $15.00 for your daughters appointment today! We value you and your's daughters patronage and look forward to seeing you both at [redacted] the clinic in the future!
Please do not hesitate to reach out to me with any further questions at any time!

Kind Regards,
[redacted]

[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]

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

Revdex.com spoke with [redacted] from the business. From the notes of this file on the 27th the customer was contacted a refund was provided and membership was canceled.

Hi    When someone called me about this 3 days ago,  I informed then that this has been resolved. Please Close this complaint.    Thanks.    [redacted]

Aloha, thank you for bringing to our attention.  There was some misunderstangs here, as our member was never charged.  We were also able to reschedule her appointment for a later time that day and our Clinic Manager had reached out to her to make sure everything was handled to her...

satisfaction.  We reached out to her again and spoke to her on December 18th after receiving this.  We reassured her that she was never charged and we are looking forward to seeing her again.  Warmest aloha, Massage Envy Pearl City

The regularly scheduled business day the client is speaking of, every Massage Envy in our region was closed due to a regional event.  I spoke with this client and let her know this.  Also, she only wants specific therapists for her and her husband.  The days that she wanted these...

therapists, they do not work together.  She informed us that she wanted them to come in on their days off, which is not possible due to our therapist having other jobs, being in school, etc. The only days these therapists worked together, the clients were not able to come in.  We have worked with this client and recommended her to different therapists. [redacted] came in on 8/19 and used one of her massages leaving her with three massages under her name and four under her husbands.  They can come in anytime and receive those massages, but they refuse to do so.  In regards to her freeze request (her request to put her account on hold), it has never been our policy to freeze over the phone, all of our employees know that a form must be filled out and turned in to the manager.  [redacted] was also told this, and she did in fact fill out a form for her and her husband on 8/11/16, for which we processed the freeze accordingly.  So it does not make any sense when she claims she was told "only a manager could do it over the phone".  I have a attached a copy of said freeze forms.  I did call [redacted] and let her know that if she wanted to cancel her membership, again she needed to fill out a cancellation form, which she has not yet done

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]

At this time, I have been contacted...

directly by Massage Envy regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here]
 MY funds was returned to me however they never forwarded the letter to me stating that my memberships were cancel and nothing was placed on my credit report and no cancellation fees are reported. I need this sent to me in writing to my address[redacted].  As soon as this is received the case will be closed.Thank you for your help regarding this matter
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Complaint Information:
text-align: left;" valign="top"> Ms. [redacted] is a member of Massage Envy in [redacted] which has roughly 1800 members and significantly more massage therapists than our location which is about 550 members and while she is entitled to use her membership at any Massage Envy nationally she is not a member at our facility. Although Ms. [redacted] was not able to get an appointment with us to to our more limited appointment availability she could have booked an appointment at her home clinic in [redacted]. Additionally she wanted to be refunded for her membership dues for the past 2 months when she did not come because she was unable to get an appointment. Because Ms. [redacted] is not a member of the [redacted] location she does not pay any membership dues to us but rather pays those dues to her home clinic in [redacted]. Lastly, Ms. [redacted] was contacted by a manager from [redacted] and then subsequently by the Regional Operator of the [redacted] region who helped her to understand the membership. She was given an appointment at the clinic in [redacted] and provided compensation for her issues.

The client husband complained about purchasing a gift card that had a set expiration date on it and stated he was verbally told that it could be extended due to his wife's pregnancy.When selling gift cards that have expiration dates on them such as promotion cards we make sure that the client...

understands the terms. Any agreements that are made or conversations had are always notated in the client's account. We have no supporting proof to determine his conversations. We have decided to extend the session by a few months to allow the client to use her session after her pregnancy.Sent on: 7/19/2017 4:30:10 PM

Revdex.com Serving New Mexico and Southwest Colorado 7007 Jefferson St NE Ste A Albuquerque, NM 87109 Phone ###-###-#### Fax ###-###-#### Dear Revdex.com: I am writing you regarding a complaint submitted to the Ventura Place location. The ID...

reference is [redacted]. As I stated earlier in our conversation, we have already refunded this particular customer the full amount he requested on the day he came into our clinic. We also called his home location and asked them to pull his member service back to their location, per his request. We called this customer the same day this complaint was filed and informed him that he had been refunded the full amount requested and had his member service pulled back over to his home location. I, myself, also called this customer about a week later and informed him, again, that we had refunded him the full amount requested and had his home location pull his member service back to the home location. He has yet to return either call. As far as we can tell, we have done everything we can to rectify this situation. Please let us know if you need any additional information from us. Thank you. Sincerely, Massage Envy Ventura Place 885o Holly Ave NE Ste H Albuquerque, NM 87122 Phone ###-###-#### Fax ###-###-####