Massage Envy

I received your letter regarding [redacted] request.  I have left him 2 messages regarding his letter.  The collection letter was based on the amount he would owe to fulfull his agreement.  We are very willing to work with him.  Losing a job is devastating, massage therapy is...

not a priority in that case .   [redacted]Clinic Manager

March 8, 2015
font-size: 12.8000001907349px; font-family: 'courier new';">Revdex.com Case # [redacted] has been a member of Massage Envy Southpark since October 27, 2014. She agreed to a 12 month membership contract that expires on October 26, 2015. To date, Mrs. [redacted] is two months past due on her membership. Mrs. [redacted] spoke with one of my sales representatives ([redacted]) last week and asked that her overdue payments be taken from her account on March 6, 2015. When we attempted to debit the account the transaction was declined.
Our Customer Service Manager ([redacted]) has made several attempts to contact Mrs. [redacted] via phone and email to make payment arrangements but has not received a return phone call. Massage Envy Southpark understand that hardships occur and we make every effort to work with our members. There are several options available to Mrs. [redacted] such as, freezing her membership for several months and extending the terms of the agreement (i.e. no payments due during the freeze period) or making multiple smaller payments. Lisa is very creative in working payment arrangements with our members but Mrs. [redacted] needs to contact her at [redacted]
Concerning Mrs. [redacted] complaint about “unable to receive services from the requested therapist, due to full booking”. This may very well be a true statement depending on what day of the week she is trying to book; i.e. Friday evenings and weekends are our busiest times; or who the “requested therapist” is. Some of our most requested therapists are booked up to six weeks in advances. Our members are always highly encouraged to book their following appoints at least a month in advance in order to ensure their desired date, time, and therapist. Our members have priority booking but short notice appointments are difficult to accommodate especially if it is a by-name request for a specific therapist. Mrs. [redacted] not getting her requested therapist within a week of the desired appointment is not sufficient justification to terminate her agreement.
Massage Envy Southpark is eager to work with Mrs. [redacted] to complete the terms of her 12 month agreement. [redacted] is aware of Mr. [redacted] concerns and is ready to assist with payment options and advanced scheduling.

The manager looked into this situation after Mr. [redacted] left our location and investigated the matter further. We came to the conclusion that the original gift card Mr [redacted] had was missing $55 in value for some reason. We are trying to get to the bottom of this as to the reason why...

internally. At this time we do have another gift card for the missing $55 that we would like to to give him. We would be happy to mail it out to the address on this complaint.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I never disagreed that I did or did not make a contractual agreement with Massage Envy; my issue is that I have yet to visit their office since signing up. which clearly indicates that this service no longer serves a purpose to me. I am still requesting to be released from the agreement and returned the ($180) for the last three months. Why should I continue to pay for a service that I have never used. I am prepared to take this matter to small claims court if need be, I'd rather not waste anymore of anyone's time. Regards,
[redacted]

I am rejecting this response because:  I expect a refund.  This was a horrible experience.  You did not personally oversee the matter.  My niece did get her massage but when she was done she was expected to pay.  Your employees could not find any information in your computer about any of this or that she had a credit in the system.  After calling my wife from your store she was allowed to leave and was told that they would get it figured out.  Your processes, procedures and customer service are a joke.  Your Maple Grove location does not operate in a professional manner and nobody there seems to know what's going on.  I am waiting for a refund.

To whom it may concern, The intention of this letter is to inform the reader or clarify to the reader charges to [redacted] and [redacted]. This is in reference file# [redacted]. On 12/19/15 [redacted] purchased a promotional $250.00 gift card. During this promotion, the buyer was given a free 1 hour...

massage, voucher, for purchasing $225.00 or more in gift cards. Attached you will find the invoice labeled "A" showing she purchased the gift card with the number "[redacted]" and gift card number two which was the voucher for free 1 hour with number "[redacted]" expiring "05/08/2015."
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
 
Above you will find screen shots taken 08/26/15 of a search performed for the gift cards purchased. Please note the gift cards are not found as they have been used. Attached you will find a invoice labeled E dated 07/22/15. This is the transaction in question. Please note the price of [redacted] massage of $199.99 and [redacted] of $99.99. The reason for this is everyone's first time into our clinic we honor our member pricing for them to try the service. Member pricing for a 120 minute massage is $99.99 and non member price is $199.99. The reason [redacted] received non member pricing is because he's been into our clinic prior to this visit for a massage and this visit on 07/22/15 was [redacted] first visit so she was honored the member pricing, See below.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Also attached you will find copies of signed receipts form [redacted] and [redacted]. The receipt labeled "B" which shows "[redacted]" as the paying client and signed. Lastly you will find the report labeled "F" showing [redacted] used gift card number [redacted] on 07/22/2015. This is the exact gift card purchased by [redacted] previously. In summary, [redacted] purchased $225.00 in gift cards and received one gift card with $225.00 on it and one (1) vouch for a free one hour massage which have since been redeemed. The $104.98 in question was charged because this particular visit was [redacted]'s second visit to our clinic without purchasing a membership. Thus he pays the non member rate. After looking at the facts, you will find the charges are just and valid. Please do not hesitate to contact me with any questions.

Since signing your contract, we have been open 88 hours every week for you to take advantage of our services. At this stage, we would be more thna happy to cancel your membership today with no further charges going forward and give you the next 60 days to use the massages you have accrued since the contract started. No refund will be given.

Hello [redacted],I understand that you are having some issues with our billing policy. I do apologize if the wellness agreement had not been explained fully to you. I see that the calls were made to inform you that a payment was missed and a credit card was needed to update your account.  As...

a member you signed an agreement that allows Massage Envy permission to collect a monthly payment to a credit card on file. In an effort to discuss this with you an email and voicemail was left my Spa Director Jaycee. Thank you.

To Whom It May Concern:Just as any agreement, we appreciate when our clients fulfill the term they have signed up for.  However, due to the severity of this client's dissatisfaction, I have cancelled the membership and the client will not receive anymore phone calls regarding her missed...

payments.Sincerely,[redacted]Clinic Administrator

WE have contacted [redacted] about his girlfriends account ([redacted]). He is disputing and posting this matter on here / Facebook / and contacting attorney general in the matter of this account. I have attached Karen's Agreement with Massage Envy and have underlined where it states that if not...

canceled, it will go into a month to month. All our agreements have been this way for the past 10 years. Our Attorney General has this on file of what our rules and regulations are overall. This past agreement requires a 30 day notice with a final payment. Our new Cancellation Notice requires now only a 10 day cancellation period. If in those 10 days there is a payment, the client would be responsible for. We have asked them several times to please stop in the clinic to fill out the proper paperwork. Looking at her agreement, December 7th 2016 is the ending of her agreement and would be 1 final payment to fulfill that agreement. [redacted] at the time, tried to cancel in person and being he is not the Primary Member, he would not be able to cancel her account without her being there. We have requested [redacted] to come in and sign a cancellation form in order to stop payments. She was advised that on 12-1-2016, she will be responsible for 1 final payment of $59.99 + Tax = $64.36. We had agreed to have her send in a cancellation written notice through email this 1x as she had no time and was not able to get in her notice in person during that time. WE have done everything in our power to walk her through this and explain that there is 1 final payment and per the notes, she had agreed and understands she is able to use her last final pre-paid 1 hour massage 2-1-2017. He disagreed with me today and refuses to understand out policy in canceling a membership and that I cant disclose any further information as he is not on the account due to client confidentiality. Please note, we have tried and done everything perfectly by the book and [redacted] understands perfectly as to what was expected and agreed to our terms as [redacted] her boyfriend is upset as he got charged another payment and is requesting this to be refunded. I apologized and explained that this is required in order to cancel her account. Effective as of 12-10-2016, [redacted]'s account has been canceled and there is no further payments due & she will be able to use her last pre-apid till 2-1-2017. thank you

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not wish to pay them any money. I don't understand why they want me to pay more for something I already paid for and was dissatisfied with. The "representative" they had call me, was the therapist that mistreated my boyfriend, so no I do not wish to speak to her. I called and asked to speak with a manager, but instead was told to call corporate if I had a problem, because their manager wasn't accepting phone calls....??? So please tell me another way to solve this?
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] Revdex.com spoke with consumer on 3-31-16 and consumer indicated that complaint was resolved with the business about a week and half ago.

I have cancelled the membership of [redacted] Shaw at message Envy North Attleboro per her request. The client was very satisfied and thankful.

I went to Massage Envy in Mission Valley for the first time about a month ago. The massage was good, at best, but I was still talked into signing up for a 6-month membership. The next day I did the math and realized the membership was out of my budget, so I called to cancel.
I was told that I could not cancel my membership because I had signed a binding contract, and would have to wait until the end of the 6-month term to request a cancellation. Luckily, I had a copy of the agreement, which states, "You may cancel this agreement at any time before midnight of the third operating day". I read this portion verbatim to the employee, who then said that I could cancel my membership, but would have to come in to sign a form.
I drove straight to the facility and signed the form, but before I left, I wanted to confirm that my membership had officially been cancelled and that my credit card would not be charged at the end of the month. I was told that the cancellation would not be official until the manager called me and that I should expect to hear from her within a week. Well, 4 days went by and I hadn't received a call so I called the facility to get an update. I was told that my cancellation form was sitting on the manager's desk and that she would call me within the next few days. Another 9 days went by and I still hadn't received a call, so I called again and was given the same answer.
I just happened to check my bank statement and lo and behold, there's a membership charge from Massage Envy. I immediately called the facility and was told that my cancellation form had been misplaced, and that they will process a refund as soon as possible. To top it all off, I decided to review the cancellation form again and noticed that it states that my cancellation will be effective 10 days from the date of this properly completed form...

Revdex.com:No where on the picture of this card does it say you HAVE to have a credit card to make an appointment.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
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 if he complaint will be closed Administratively Resolved]I advised [redacted] both times she spoke with me in a very cocky and arrogant voice that [redacted] will never step foot or speak with anyone at Massage Envy after her humiliating and belittling interaction with the employee and manager there. [redacted] is stalling settling this dispute so more time is deducted from [redacted]'s account. [redacted] currently has 4.5 hours left with Message Envy and expects those hours back in a check. Her contract AGAIN expired 8/12/14 and I verbally cancelled her membership with the lady that booked her massage in early September,2014. I just spoke to [redacted] at work and she refuses to call or stop by Massage Envy after her horridexperience there. Lets get this dispute settled so I don't need to sue Massage Envy. I filed an Attorney General Consumer Affairs complaint today through the mail. [redacted] is very one tracked minded . She keeps saying over and over and over read the contract but the contract expired 8/12/14. If we didn't have any timeleft with Massage Envy we would have already just parted ways but They owe use for the 4.5 hrs of unused prepaid time. We are only asking for what is Rightfully owed [redacted]. I was never aggressive with [redacted] on the phone. She just refuses to listen to rationale thinking and keeps referring to an outdated contract. She is stalling!!! Please help my wife get what is justly hers Revdex.com. Again [redacted]!!!! My wife refuses to have anything more to do with Massage Envy. Your staff had her crying for 1 hour after she left your premise Saturday October 8. You are all cruel and totally unprofessional staff there!!!!Thank You[redacted]

I just got off of the phone with [redacted] and was able to resolve the issue. Specifically we are mailing out a $140 check today. There was confusion caused on our part.   If there are any questions or concerns please let me know.     [redacted] Regional Manager  Massage...

Envy Nampa/Meridian/ Boise (coming soon) 1180 N Eagle Rd. #105 Meridian, ID 83642

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]

Initial Business Response /* (1000, 5, 2014/07/14) */
Re: Case # [redacted]

Consumer was contacted on 6/27/14 by owner of Massage Envy Spa Hawaii. Consumer expressed extreme appreciation for our owner's willingness to work with her to resolve her concerns. She is happy...

with the resolution and said the owner was extremely kind. We value Anne as a client and appreciate her feedback. Please let us know if any additional details are needed, as we are happy to provide.
Sincerely, Massage Envy Spa Hawaii



[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]