Massage Envy

I've resolved this matter with Massage Envy. Thank you!BRITTANY  [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]

Initial Business Response /* (1000, 5, 2016/02/13) */
Yes, According to the notes in the client profile he decided not to cancel and continue on a trial basis. There was not ever a "free massage" promise but rather a suggestion of a different therapist as he was not satisfied with the one he had...

been scheduled with. We are sorry for any confusion this may have caused him.
The decision had been made to refund the amount listed in the complaint above, however Mr. [redacted] has yet to return our phone calls so he would be unaware of that decision.
We would like to thank him for bringing it to our attention that the new customer service number was not working properly. We contacted our provider and had this corrected immediately. If he wishes he may contact [redacted] the owner on this line at any time.
We are genuinely sorry that he felt the need to take his complaint this far as we really strive to provide exceptional customer service at all times.
The card has been refunded. The account has been placed in cancellation. MR. [redacted] still has one service remaining on his account. We are extending time to use until 3/22/16 without payment.
We thank you for your business Mr. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the refund but I do not accept their false statement. They offered me a free massage with a different person due to my unhappiness with the previous 4 people & said if I chose to extend it after that free massage to let her know but I never even accepted the free massage. Also, the manager never mentioned a continuation on a trial basis. If that would have been the case, I would have declined as I did not want to continue. This is clearly notes in the fact that I did not schedule any further massages after my cancelation.
As for their statement about not returning phone calls, they never returned mine. I called multiple times a month to talk with the manager & Garret about the cancelation & false charges & even called his cell phone & not once did they return my call.
When I received a call from the assistant managers, I returned them.
Garret only relayed messages through the Assistant Manager & admitted that even though they dropped the ball on my cancelation paperwork & misplaced it, he still was not going to refund my money.
I stand by my complaint with Massage Envy & highly discourage anyone from going there or starting a membership. They clearly do not understand quality customer service or even practice good business ethics.

To Whom It May Concern:

[redacted] signed up for a 12- month membership with Massage Envy Moreno Valley. She signed to agree to the term and the cancelation policy and was given a copy for her review. The 3 day cancelation period had passed when she called our clinic to cancel her membership. We advised her that cancelation is only permitted under certain conditions, and since she did not satisfy any of them, that her best option would be to put her account on freeze. She did not want to do that. She kept calling repeatedly, several times a day. We told her that we would contact the corporate office and get back to her. She came to our clinic the next day with a man, and they both started yelling at the front desk staff and using foul language in front of the customers in the lobby. At that point, the manager asked her to leave, but both of them were had a bad temper and would not calm down. So, we canceled her membership and asked them not to come back to our clinic again.

We tried to handle this matter in the most professional manner possible, but Ms. [redacted] signed an agreement and initialed by all the terms that are clearly spelled out, but then somehow blamed our clinic for complying by it. We gave her alternate options but she was not willing to work with us. We finally had to just do things her way because of the scene she created in front of our employees and staff.
The last comment was : we will hurt your business in any possible way.
Regards/ [redacted]
Please contact of you have any question

I have called and left a voicemail for [redacted] in response to this complaint. I decided to go above and beyond Massage Envy Spa's policy and cancelled her membership within the contact terms.Attached is a copy of her contract that was signed and initialed by [redacted] which states our cancellation...

policy in detail, a copy was given to [redacted] when she joined Massage Envy Spa. It states that 12 payments are to be received before her membership can be cancelled, [redacted] has only made 5 payments in total.   I have decided to personally refund the three credits she has on her account to her Visa Card that is on File for her membership, although this is also against Massage Envy Spa's agreement that was made with [redacted]. The reason we froze this members account was to avoid an additional charges this client may have accumlated during conversations that took place. As a member of the management team this was not brought to my attention as we always strive to help our clients in need. Also, this complaint was sent to the wrong location, so I do apologize for the delay in the response of this request. Her account is now closed, as well as her membership and she has no remaining credits on her account.

Revdex.com:
At this time, I have not been contacted by Massage Envy regarding complaint ID 10722402.
Regards,
[redacted]

We are willing to work with client to resolve this matter. We will send a refund check to the address that is provided from client in the amount of  $40, this is refunding the additional fees she has accrued since January on her and her daughters account. January $10, February (payment was waived so no fee was charged), March $10, April $10, & May $10. Total of $40 Please provide address this can be sent to. While I continue to resolve this matter, I see that the membership fee is due to come out on both accounts on June 12th, I have waived this fee to ensure you are not charged the incorrect amount. There will not be a member massage associated with this waived payment. Currently [redacted] has 4 built up services and [redacted] has 5 and 1/2  built up services on fileWe understand the frustration with the price increase and want to do our best to accommodate the client, however we  unable to set up membership at the rate she has requested as it is no longer a option in the system. Nationally the prices were increased and there are default memberships that we are able to utilize. However I am working with the our corporate office to have them help me allow a 1 time exception for both [redacted] and [redacted]'s account.  If you could please allow me 48 hours to have a solution.    Febuary -5

Revdex.com:At this time, my complaint, ID [redacted] regarding Massage Envy has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,[redacted]

To Whom It May Concern:
All gift card sales are FINAL, and it is stated on a sign at the front end of our clinic for all client’s and or purchasers to read (See Attached). All massage envy locations offer a 1 time introductory special on your first time in to Massage Envy (See Attached), after which you may join our wellness plan and receive the same rates thereafter. Again, Ms. [redacted] did not choose to become a member and therefor will be at our nonmember rate of $100.00 per hour the next time she is in.  As stated before, all of our front desk and staff is fully trained on selling gift cards and no gift card is sold specifically to an item or service as they are all dollar loaded, which we CLEARLY state when we sell the gift cards to customers. If the gift card purchaser asks us to look up if they have been in, my front desk explains we cannot look up client information if they have or have not been in, due to client confidentiality, as it would break the HIPPA Law. Therefore, if someone chooses to purchase a gift card for someone that does not cover their session, the client coming in is responsible for the left over amount owed. Ms. [redacted] has been in to our location before, therefor she will be at our NON Member pricing. Which has already been explained to Ms. [redacted]; When I spoke to Ms. [redacted] on August 9th 2016, I explained our gift card and pricing policy and that this is national, at all of our locations, and it applies to everyone coming in after they have received the one time introductory rate.  Again, Mr. [redacted] may use that gift card towards anything in our clinic as the gift card is dollar loaded and is not specific towards any product or service. Our location will be offering facials as of September, and if she would like to receive a facial at our introductory pricing, she is more than welcome to use her gift card towards that, as she has never received the introductory rate towards a facial at any Massage Envy Spa.
If she chooses to not use the gift card, she may also re-gift it to a family member or friend if they would like to come in and receive the introductory pricing as well.
I have attached a copy of our introductory signage, as well as a photo of our nonrefundable gift card signage at our front desk so all purchasers may see, and also our menu board CLEARLY stating that there are two different sets of pricing (Nonmember rate & Member rate)
 
Thank you,
 
Emelie L[redacted]
Assistant Clinic Administrator

Revdex.com:At this time, my complaint, [redacted] regarding Massage Envy has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

This is in reference to customer [redacted].  I spoke to the client the day she filed the complaint.  She voiced her concerns and by the end of the conversation she rebooked another...

appointment with the massage therapist in which she had the first time she came and signed up for our wellness agreement. 
Our policy states if you a client is running late they get the remainder of their appointment time as other clients are waiting for their session.  If our therapist are running late they are to give full time.  [redacted] arrived for her appointment 20 minutes late, she says she was aware of the policy but wanted what time she had.  The therapist she had is not a conversationalist, (which most people don’t want to talk through the session) however this client was upset her kids were sick the night before and she was running late and our therapist didn’t show any empathy bout her situation.  Our therapist told her of her time remaining and asked what areas of focus would she like ….the client responded “ don’t you have my file” the therapist said “ thing may have changed”.  The therapist left the room for the client to get undressed, when she returned the client told the therapist she didn’t feel comfortable so she didn’t want the massage.
 
I had two front desk associates working one of whom the client raved about and one she didn’t.  She was charged the a cancellation fee of $20 because that is our policy, the therapist could have been booked with someone else.  Her complaint was she thought she could cancel at any time but that’s not why she complained and refused service from the therapist.  The therapist never began the actual session and the client ended it.  We have to pay our therapist and based on her complaint of the contract that has nothing to do with the therapist compensation.
 
She signed an agreement knowing she lives 30 miles away, we would not sign someone up and then tell them they could cancel at any time.  It states it all In writing and I can give a copy of the agreement where the client initialed and signed.  To wrap up our conversation… the client said well maybe the therapist was having a bad day like I am, so what can we do.  I said we can prebook you with the therapist you like for all your future appointments so we can ensure you get what you expect.  She said that was great, we prebook her appointment and she is due in this week.
 
Please if you have any other questions or concerns give me a call at [redacted]
 
Thank you,
 
[redacted]

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,
I asked my manager regarding this matter.  My manager had offered her a free 30 minutes for her next visit because of the inconvenience but this client insisted to have a free 90 minutes.  She did finished the whole session while she was complaining the room and my therapist...

gave her full time massage that day. Beside the AC is good but some how that room was warmer than the others.  That is why my manager thought a free 30 minutes is a reasonable compensation.  Then she started threatening us to write to you and our corp and even some other review sites, etc.  and she did.  We completely understand her upsetting us not please her with a free 90 minutes session which we thought it was not reasonable.  We already contacted her several times regarding this issue and won't be able to compensate her any more.  Thank you for the information and we always and will continue provide the best customer service.  Best regards,

Mrs. [redacted]s account has been cancelled due to not paying her Wellenss program for 3 months.  We have left several messages for her.  You will have 30 days to use your member services.  Any further questions please feel free to call us.

We have contacted the member to resolve this issue. Since she is still in term with her contract, we have given her the option to freeze her account for a period of 6 months. She has agreed to the terms.

Hi [redacted]Thank you for your feedback and we apologize for not providing a positive and professional experience for your Mom. [redacted]   You are correct we did have trouble checking your Mom out after her service due to she only had a e-mail not the on-line certificate.  We tried to...

find it on line and we called you to see if you could find it on the e-mail link that was sent.  Our system was not able to search it due the system was down.  We did recover it the next day and rang out the service as 49.99 introductory massage and 25.01 remaining was given to the Therapist as a gratuity.  I have put a correspondence to you in the mail along with a complimentary massage certificate and the receipts of the transactions.  Again we apologize and hope we provide a positive and professional experience on your next visit to any Massage Envy.[redacted]Franchisee Massage Envy Glen Ellyn

I am not physically able to use the prepaid massages.  I have some health issues including bursitis and a former back injury that make the massages unbearable....

 I asked for a refund or gift cards for the 12.5 hours of massage and they refused.  I would rather give these massages to my friends or donate them to a local non profit for a gift bag or fundraising item.Personally, I would prefer the cash, but would be satisfied with gift certificates or cards.
Regards,
[redacted]

Massage Envy has a 24 hour cancellation policy, much like a hotel or physician’s office.  We do not require a credit card in order to use a gift card, we require a credit card to hold an appointment.  We do inform clients of our cancellation policy, and inform them that they are subject to...

a cancellation charge for a same day cancellation, same day reschedule, or not showing for an appointment.  We offered the client three options, including reserving her time with a credit card and paying with the gift card at time of service, holding the gift card in the office safe to hold the appointment instead of holding her appointment with a credit card number, or scheduling a walk-in appointment so she would not have to hold her appointment as previously mentioned.

Revdex.com: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.The cancelation policy was not covered during our conversation.  I also did not think businesses were allowed to record conversations unless consent to do so was given.  Please correct me if I am wrong.
Ohio Wiretapping Law
Ohio's wiretapping law is a "one-party consent" law. Ohio law makes it a crime to intercept or record any "wire, oral, or electronic communication" unless one party to the conversation consents. Ohio Rev. Code § 2933.52. Thus, if you operate in Ohio, you may record a conversation or phone call if you are a party to the conversation or you get permission from one party to the conversation in advance. That said, if you intend to record conversations involving people located in more than one state, you should play it safe and get the consent of all parties.Regards,[redacted]

The person filing the complaint is not our member who signed the Wellness Agreement, but is her husband. After speaking with complainant and explaining our policies and offering 3 different resolutions, the complainant chose one of the options for which I complied. The...

complaint has been resolved as agreed by complainant.