Massage Envy

We contacted the client yesterday via phone to let her know that we can refund the monthly EFT and to discuss if she would be willing to continue her membership. We have not heard back from her yet. We will move forward with the refund and canceling the membership if we do not hear back from her by...

Monday.

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.

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.

Inspire is a great agency that we have been working with for over 5-yrs now. They have handled all of our needs from designing our marketing materials, printing, webpage design, email marketing, video production and much more. Inspire has not only helped us grow our business but has helped the transition into the ever evolving digital age a smooth ride. I feel they are always keeping the best interest of the company first and don't try to push products/services if you are not ready and/or the right fit. I would highly recommend Inspire to all companies whether big or small as they not only give great service but also sound advice during consultations.
Thanks Inspire, keep up the great work!!

[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]

My staff did email [redacted] a form to cancel your Wellness Program on 9/13/16 and never received the form back.  I, Salina  owner of Massage Envy Rio Rancho called [redacted] on 12-5-16 at 12:45pm to let her know that I did cancel her Wellness Program and was hung up on twice.  [redacted]'s account has...

been cancelled and she no longer owes for her membership dues.  Any further questions please feel free to contact me at ###-###-#### or [redacted].  Have a wonderful Christmas!

Terrible customer service at this franchise location of Massage Envy. I have been scammed out of a cancellation fee for an appointment I did not even get to attend.
This franchise is poorly run, and I would not recommend you use it.

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!!

Massage Envy will guarantee an appointment time with a credit card placed on file or a Massage Envy gift card placed on file.  This is for no call no show or cancellation purposes.  We do take each individual circumstance into consideration.  I am unable to locate the cancelled...

appointment based on the client name only.  I will attempt to reach out to him personally to rectify the situation and will update with my results.  Thank you.

I contacted this client and apologized and helped with getting her in with her current massage therapist and took care of her account and other issues she might have had. From our conversation everything is resolved.

Mr [redacted] did in fact purchase a 12 month membership with Massage Envy Spa.  We do require a credit card to hold all reservations, as no service is paid for until after it has been rendered.  This is the policy nationwide in order to secure payment if a client cancels services...

within our 24 hour cancellation policy.  This is the norm in this type of business anywhere you go.  Upon agreeing to become a member, Mr. [redacted] did sign a 12 month contract and initialled saying that he understood that this is a full 12 months and cannot be cancelled.  We do however would love to have Mr. [redacted] come in and use some of the services he has paid for since they rollover from month to month and currently have seven unused massage on his account.  We are always very forthright in explaining how the membership works as we review the contract with every member as they purchase it and initial every important statement.  Thus far, Mr. [redacted] has been charged $349.93 for his membership.In the event of financial hardship, you are able to freeze your account up to 6 months and when it unfreezes those months will be added to the end of the membership.  If this is a route that needs to be done, Mr. [redacted] may come in the clinic and fill out the freeze form if he would like.  Cancellation:  A cancellation of the membership may occur if the member moves away more than 25 miles from a Massage Envy Spa and able to provide proof (ie.. drivers license, utility bill).  Also, if there is a medical reason that massage will cause harm to the members health, they bring a letter from healthcare provider stating that the client can no longer receive services.

Initial Business Response /* (1000, 5, 2016/11/21) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@massageenvy.com
[redacted],
First, we would like to thank you for submitting your comments regarding your concerns. My name is [redacted] and I am the...

Clinic Manager for the Pine Valley Crossing location. I would be happy to address any concerns or questions you have. We received your cancellation request and doctor's note on November 6th, 2016. Your membership was cancelled immediately. We apologize you did not receive the refund right away for August and September payments as promised. That was an error. A refund in the amount of [redacted] has been credited to your card.
We thank you for taking time to let us know how we can improve. Please do not hesitate to contact me with any additional concerns or questions.
[redacted]
Clinic Manager
Massage Envy
Pine Valley Crossing
[redacted]
Fort Wayne, IN XXXXX
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent both in multiple times. Your staff ignored me for over a month. Were there further charges made to my credit card? I don't know because I no longer have the card number. I cut it up, entered a debt relief program, and cannot remember my password to get into that account. I think you need to address why I had to wait over a month for a reply.
This is also pending the Indiana attorney general's review. I suggest you come up with an explanation fast. Your staff and you, did not do their jobs on this situation. I won't release your company from a review from the attorney general's office.
[redacted]
Final Business Response /* (4000, 13, 2016/12/01) */
[redacted] - your complaint indicated you wanted refunded for $119.98 for August and September. In my original response to the Revdex.com, I incorrectly put the months September and October. It should have stated August and September. I updated the Revdex.com with this, but I do not see it as posted with the Revdex.com. You were NOT charged for October. You were charged for August and September and you were refunded for August and September. As for the the apology, we have apologized to you multiple times on the phone and in emails. Again, We sincerely apologize for this confusion and we have fully refunded you for any payments made to us. We wish you the best.
Final Consumer Response /* (2000, 15, 2016/12/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello! Please see my response to the Revdex.com complaint ID [redacted], and please let me know if there is anything further that I can do to help resolve this case in a positive...

way! 
One of our members ([redacted]) purchased a gift card in the amount of $120 for her friend/co-worker ([redacted]). Our system attached the gift card to [redacted]’s account, and when [redacted] came in for her massage services, our front desk staff inadvertently applied the gift card balances to [redacted]’s services on 4 separate occasion. (These are the increments that were used on each visit: $20.01, $20, $59.99, $20). Although it is our policy that a physical gift card must be present in order to be redeemed, when  the system attached the gift card to the purchaser’s account ([redacted]’s), she was actually able to use the value on the gift card through our computer  system. Since our system tracks all gift card usage, we were able to see exactly when the gift card was used and by whom. Because we believe that [redacted] was not knowingly or intentionally using the gift card, we have contacted [redacted] and re-issued her a new gift card with a $120 balance on it. We are sorry for any inconvenience that this may have caused. We run an honest business and our goal is to always offer exceptional customer service. Once we were able to do the research, we immediately reached out to [redacted] to make things right, and [redacted] was happy with this outcome. We have also tried to reach out to [redacted], but at this time she has not returned our calls. If this situation was not resolved to [redacted]’s satisfaction, we’d love to have her reach out to us about it. 
-- 
Thanks,
[redacted] Hua 
Massage Envy Spa and The Joint…the Chiropractic Place
Cell: [redacted]
Efax: [redacted]
Massage Envy Spa
Lake Forest | Mission Viejo North | Mission Viejo South
www.massageenvy.com
The Joint...the chiropractic place
Lake Forest | Orange Town & Country | San Clemente
www.thejoint.com

We are unfortunately not able to refund the gift card value to the client.  In order to use the gift card without reserving in advance, client can walk in for a same day appointment (weekdays and in particular Tuesdays and Wednesdays would offer...

best chances of having slots open for walk ins), OR reserve in person and pay in advance with the gift card.We would like our client to understand that requiring credit card confirmations is a standard practice in our industry. We have a very high demand for our services and missed appointments that are not guaranteed represent a significant loss of income for our therapists. Our credit card processes are very secure and have the highest level of fraud or identity theft protection.  Gift cards, however do not have that same level of protection so we are only able to use it as a form of payment when the card is physically presented.We look forward to being able to serve the client in the near future. Thank you

As the area manager, I did receive a notice that she wanted to be contacted. I have left her two voicemails in the past few weeks to speak with her regarding this situation.It does state in the agreement that Michelle signed that we do have the right to refuse service if it is in the clients best...

interest. Massage does affect the body in different ways. It increases blood flow as well as releases toxins built up in our system. When our body is already fighting something to receive a massage could potentially make a person feel worse. That is something we do not want to happen. I have processed the cancellation for her membership considering she was so unhappy with what has transpired. Even though it is a legally binding contract we want people to use their membership to their benefit, if that is not a remote option I am capable of cancelling in the clients and clinics best interest. I will even refund the gift cards she has purchased. Our policy is that gift cards are nonrefundable however again in the best interest of Michelle and my clinic, I will override this. My employees do their very best for every client that walks in our door. In the three plus years I have been the area manager, this clinic has ranked in the top 25% for client satisfaction. That is out of 1100 other Massage Envy’s in the country. All in all we have very satisfied members and guests. It is unfortunate that we were unable to satisfy Ms. [redacted] in this situation. Below you will see the notes that the front desk associates have put in from their conversations they personally had with Michelle.12/9/16 - She called wanting to bk massage but said she was sick and wanted to see if she could get in. Paula put her on hold so I could tell her that getting a massage when sick will actually make you feel worse and ME MTs and employees don't bk massage when sick cuz of it possibly making them worse. She got upset and said that was ridiculous and wanted full explanation. I carefully explained that I'm not a licensed MT and this is what they have shared with me for the last 2 years of my employment. She said she will not pay for membership if we view her illness as a way not to give a service. I told her that is not what I said and tried again finally I said how about when our lead MT comes out of service I will ask her so I can get a more detail explanation. She asked if she was going to hear from the lead MT or a manager. I said I am a manager and I would make sure to call her back with a professional explanation. 12/14/16 Michelle called today and wants to cancel her membership. She said she had sent an email and never heard back (I have never seen an email from her and checked everything again and there was nothing). I explained to her that since she just joined us in October, she is in a year contract and wouldn't be able to cancel until that year is up. She said that she called and was stuffed up last week and we refused her service and make her feel completely unwelcome. At this point she will never come in here again, and if we want to continue charging her she will take it as far as she has to go. I did explain to her that I was here and we did leave her a voicemail explaining that she could come in for the service, but explained she would probably feel worse afterwards if she was slightly ill. She said she didn't get that message until the end of the day because she was at work and she felt shunned and unwelcomed. She said if we want to charge her for something she can't use she will take us to court if she has to. Asked what the channel was to cancel-I explained to her our cancellation process typically entails filling out a cancellation request form and it then takes ten days to process-but that that is when someone's contract is completed. I said I would be able to have a manager get in contact with her, but I didn't think they were in today. She hung up on me.

Revdex.com:
At this time, I have not been contacted by Massage Envy regarding complaint ID 10458919.
Regards,
[redacted]

Dear [redacted]We received a notice in regards to a complaint. The client came in and received a 1 hour massage session and also left a tip. This appointment was on 10/ 08/2015.  I check the client’s notes from the therapist and I spoke to the therapist also. The client received what she...

requested, left a tip and said she enjoyed the service and left.Thank you,[redacted] L[redacted]

Revdex.com:
At this time, I have not been contacted by Massage Envy regarding complaint ID 10308153.I was in the shop, and I closed my membership, and explained it was because of their contract policies. they said they had many complaints about their policies but those were set at...

corporate level and there was nothing they could do about it.Again, services there were fine, but the problem is with their outmoded, outdated, contract policies-- which the Business acknowledged were a problem, but not one they could fix. So I quit my contract with them, and managed to arrange my schedule so I could use up the outstanding balance, in a short period of time... they did not offer any other option.
Regards,
[redacted]

We will contact the client and get him booked for his last massage. Thanks.

[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. Thank you. 
Regards,
[redacted]