Massage Envy

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.

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.

[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]

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]

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]

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

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 [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]

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

[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.

We cancelled the customers account and will not be charging his account any further. The account was cancelled on November 18, 2014. [redacted] was verbally abusive with our staff and was under contract. We cancelled his account 11 months early since we do not want to further aggravate the...

situation. We are notifying [redacted] of the cancellation today by certified mail.

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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and was able to speak to Kevin [redacted] at Massage Envy further about the issue.  Kevin has agreed to process my refund in full after speaking to me about the circumstances of my issue.  I have confirmation from him in writing of his agreement and expect to receive the refund by the end of this week.I appreciate the assistance of the Revdex.com, as I feel I didn't get the appropriate attention or response from them until after I reached out to Revdex.com for help.  Until then, they were really just blowing me off. So I'm now pleased that the issue is being resolved.  Thanks!!

This has been resolved.  I spoke with [redacted] on June 2nd an she scheduled 2 appointments (dual appt., facial and massage) for Monday, July 6th.  6:00 massage and a 7:00facial.  I have a text from her confirming the appointment on June 5th (we have had no communication with client since she confirmed).  A confirmation call will be placed the day before on July 5th to confirm.

[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]

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]

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