Massage Envy

To whom it may concern: It was brought to our attention that [redacted] submitted a complaint regarding an issue with an online gift card purchase. We have reached out to the customer via phone and email and offered the following resolution:The gift card purchase was refunded to the...

customer's credit card on 1/4/16. She was notified via email and phone. Warm regards, Massage Envy Franchising, LLC

The customers account was cancelled as requested and billing for 2/26/17 has been refunded.

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].  
I don't think the owners of Massage Envy understand that contracts are legally binding.  I signed two contracts:  One to pay $59/month for my membership and one to pay $49/month for my daughter's membership.  I don't wish to pay $60 and $50 and get a refund of $12, I wish to pay exactly what my contacts stipulate ($59 and $49 per month) and the refund is not $12, it's $12/month beginning in January when the higher fees began. Sending out communication doesn't change the legally binding aspects of a contract.  Once it's signed, both parties must agree for changes to be made.  
Regards,
[redacted]

I am responding in regards to complaint ID: [redacted], filed by our member [redacted] has signed up for our wellness program since October 11", 2014. He agreed to pay $59.99/month that entitled him to a one hour massage every single month. He signed and initialed the wellness...

form that goes into detail explaining the wellness program and in bold letters it clearly states that the initial membership term begins on October 11", 2014 and it expires on November 10, 2015. The initial term of the membership is twelve months, and after that it continues On month to month basis. At this moment [redacted] account has gone in past due/default and has been cancelled due to it being suspended for the last 4 months because his monthly payments were not coming out. We left messages for him on 2.02.15, 3.17.15, 4.06.15, 4.27.15, 5.04.15 and 5.15.15 asking him to update his account. Since his last payment was January 11", 2015 and he never answered any of our phone calls to update the account, we consider this matter closed.Attached you may find a copy of the membership agreement signed by Mr. McKeany. If there is any other information I could provide for you, please feel free to contact me at [redacted], or via email at [redacted].Sincerely,Mary N[redacted]

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]. 
I signed a contract on 9/11/2010.  The contract states that my "membership dues of $59 (and $49 for my daughter [redacted]'s contract) will be due on 10/12/2010 and then due on or after the same day of each month hereafter until your membership expires or is terminated in accordance with this agreement." It further goes on to state that my "membership is auto-renewable.  Following the initial term, your membership will automatically continue on a month-to-month basis at $59 per month until your membership is cancelled." No where does it state that the $59 contract amount (or $49 for [redacted]) can change.  It doesn't matter what your corporate office has decided.  I have a written contract that Massage Envy has to adhere to.  Are you unaware of how contracts work?     
Regards,
[redacted]

I am the owner of Massage Envy Whitefish Bay. Unfortunately, I received a letter from you todayregarding Ms [redacted]. Thank you for the opportunity to explain our side of the situation.Ms [redacted] did indeed book an appointment last week. On 7/26 at 3:26pm she called to book anappointment because she had...

received a gift card. She booked her appointment for 7/29/2015 at6:30pm. Following are comments from my Front Desk Associates which illustrate how rude Ms. [redacted]was and that she seemed determined to bully her way out of paying the cancellation fee from thebeginning:7/29/15 Per [redacted]- She called around noon and wanted to delete her appointment, [redacted] told her thatwe will charge her half per the cancellation policy which she was aware of, being a previous membermw7/30/15 Called and was very upset because her card was charged $25 (same day cancellation) and wasscreaming at [redacted] saying that she never booked an appointment and we over charged her and we need todelete her out the system because she is not a member with us anymore. [redacted]a told her that we willgive her a call back and [redacted] was continuing to scream on the phone and told [redacted] not to call her back ifwe needed to get into contact with her, she wants someone else to call her. After [redacted] hung up, andfigured out everything I ([redacted]) called [redacted] back to get her side of the story to refund her the$25.00. She explained everything to me and I was trying to work with her, I asked her if she got areminder call and she said yes she did but it was not her responsibility to call us to Jet us know it was ourmistake so we need to handle the situation better. She then goes to say" You better take my name outyour system because I will report fraud". As I was trying to talk to her, she constantly kept cutting me offso I was not able to explain to her about the friendly reminder calls and that it was our mistake. Shethen said" This is stupid, you are stupid and this is very unprofessional" I replied "sure thing", she thengoes to say "that was a very dumb mistake you just made, I am going to let all my friends and post onmy facebook how unprofessional this company is and how you all are" and I replied "sure thing, I willrefund you and you will be all cancelled out our system". She then started screaming "I'm not doinganything, it is not my fault, this is whoever booked the appointment fault" I said "I understand that and Iam sorry about the miscommunication" and she screams "You're right your sorry but you should havebeen sorry since the beginning"-mw[redacted]7/30/15 [redacted] is RESTRICTED from WFB location. If she really wants to get in for amassage, she is REQUIRED to talk a manager before booking. If there are not managers available, thenyou ARE NOT able to book the appointment-mw[redacted]8/2 Received a letter from the Revdex.com from [redacted] stating that she did wanted a refundand unauthorized use of her credit card. I see that her refund went through on 7/30. We have removedher cc information from the file. TBWe do our best to accommodate people, especially being in the wellness industry. However, manypeople these days seem very angry and feel that they can bully us by yelling at our associates. Ms. [redacted]was typically not pleasant when she was a member so unfortunately this is not unusual behavior for her.Our cancellation policy is necessary because we turn away business and could have filled the spot jf shehad caned 24 hours before. last minute cancellations do not allow us an opportunity to rebook and thenthe therapist goes without pay. We charge the cancellation fee because the therapist is on reserve forthat client and the cancellation fee allows them to get at least some pay for their time.Please note that we have taken the following course of action:7/30/2015 - Her account was refunded $258/3/2015 - All cred it card information was removed from our files.Again, thank you for the opportunity to share our side of the story.Regards,

[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 sent a statement showing zero balance.  We have also reached out to assure him that he has no outstanding balance.  We appreciate this being brought to our attention and sincerely apologize for any frustration this caused.

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.
 
I have spoke to Travis one of the owners of Massage Envy.  He assured me that the therapist and staff are being trained.  I hope that continues and am satisfied with that.  I filled out documentation for his records however, I am still waiting on a clear statement from my doctor which will not probably arrive until next week.  I can not close this complaint until we negotiate on terms.  That can not happen until I get him the paperwork.  So please keep the complaint open until we hopefully make an agreement or take it further with legal action.
Thank YouRegards,[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]

Complaint: [redacted]
I am rejecting this response because: The only reason I am rejecting this response is that yesterday I got a collection letter from Transworld Systems for Massage Envy for the amount of $194.03. I just would like some type of proof that this collection attempt will stop. I have not received any calls (to my new phone number with area code [redacted]) from the business, so I did not hang up on them. With proof that the collection attempt is stopped and not on my credit report I will be more than willing to accept the terms. 
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 the complaint will be closed Answered]

I have attached a copy of the email correspondence that we have had with Mr. [redacted] after receiving the complaint on March 24th. We will be giving Mr. [redacted] a full refund on his $100 gift card. He will be coming in to our Hattiesburg location during the second week of April to exchange his gift...

card for the check totaling $100. 
[redacted]
Massage Envy Hattiesburg
601.[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 and the matter has been resolved.
Sincerely,
[redacted]
I...

think the response was to my email which was dated and time stamped same date as complaint and shortly after sent to Revdex.com.However, I agree to not being billed anymore. That is all I wanted. Thank you for your assistance.[redacted]

At this time, I have been contacted directly by Massage Envy regarding complaint ID 10313482, however my complaint has NOT been resolved because:
business decided not to honor my request. They responded short and rude. It resulted to me losing $59.00.
 
 Sincerely,
[redacted]...

[redacted]

Revdex.com spoke with the business and a complete refund was processed for this customer on April 21, 2016.

[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] This complaint has been resolved by the business.  Please withdraw complaint [redacted]. Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 
You don't tell someone that their billing is coming out on 6/* and then waive it....and then charge them on 6/**. Both managers told me I had two massages left. I don't know why the last would've been waived since I made it clear I intended to come back 6/**. It's bad business charging your customers 3 weeks after the you said you were going to and after they put in cancellation. It proves why your customer service is so terrible and most people don't come back for that reason alone. This is not the first time massage envy screwed up my billing and they offer nothing to resolve it. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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. Sincerely, [redacted]

I spoke with customer the morning of 7/12/16 regarding difficulty in booking appointment. I was able to schedule a new appointment for her for July 24th at 2pm. I apologized for the previous cancellations due to therapist availability, and told her that this appointment...

will be complimentary. We are unable to refund any funds on unused gift cards, however we are more than happy to provide her with a free session due to her previous scheduling difficulties.  
[redacted], General Manager, Massage Envy Hattiesburg.

Here are the details of the conversation with client. 1/28/17 after further discussion The GC with the remaining balance has been sent to [redacted] through the mail for her to use in GA. DB1/28/17 [redacted]'s appt for today was booked last night by her Daughter [redacted]. It was for 9:00 am...

it was clearly communicated by Jazsmine that she was to arrive at 8:45 for paperwork. This morning I called [redacted] at 9:05 and she said that [redacted] was 2 minutes away obviously aware that [redacted] was running behind. She did not show up until 20 after. She was upset when it was explained that her time would be cut short. She then stated that she was supposed to be scheduled for 9:30.SHe then wanted to be able to reschedule and I explained that it would be a 50 % Charge. She gave me her GC and said to keep the rest because she did not want a service with us anymore.  I charged only 50 % and Giftcard # [redacted] still has a balance on 27.50 to use. After speaking with her other Daughter [redacted] who purchased the gift card it was decided that it may be best for her to visit another location for her session. Please use the balance on the GC if she chooses to do so. DBThe gift card was returned to the client via us mail by our Guest Services Coordinator, Dakota B[redacted]. I will be more than happy to reissue the card and resend for $27.50 replacing the card the client claims was not received. Please confirm the address. Thank you