Massage Envy

Complaint: [redacted]I am rejecting this response because: I have never been contacted by Massage Envy in regards to my complaint as it was stated in their response. I will get a letter from my physician and give it to Massage Envy in hopes that it will FINALLY resolve this matter. I also did not receive an attachment of anything that I had signed from the business. I would like to have a copy of that if at all possible. Sincerely,[redacted]

re:  ID [redacted]
You indicate you need more information in order to respond but then don't provide a means to do so.  There is a...

link for "clarification."  Is that where I am supposed to respond?
I understand now that you don't fine companies, etc., but then what CAN the Revdex.com do to resolve this company's unscrupulous business practices?  This has not been made clear.
If there is a resolution, I would like firstly ,a full cash refund for $99.99 which was the cost of this card. 
Secondly, and the purpose of my complaint is I would like to see Massage Envy prohibited from falsely selling "SPA" package gift cards that don't provide a "SPA" package.

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]

Case ID # [redacted]Good morning,I first received notice from [redacted] about wanting to cancel her membership while in her initial agreement through comments she left on the web on 9.20.16 and 9.21.16. I have attached to this email for you. She mentions in the comments that she cancelled twice...

in form and twice verbally but I have no proof in her file and could not confirm who she spoke with about wanting to cancel. While in your initial term there are 2 ways to cancel your membership which are, if you move more than 25 miles away from an ME or if you are medically unable to receive massages. I called and left a voicemail with her asking to call me back about this issue to get more details on why she needed to cancel and see if we could work something out but did not get a response. Per my notes from another manager she came into the spa that same night and provided us with a doctor's note stating she could no longer receive massages which was enough for us to allow her to cancel her membership during the initial term per the agreement that is attached. The manager had her sign cancellation paperwork and they immediately cancelled her account. She inquired about the 3 massage services she has accrued on the account and that she would like to transfer them out to people. Management got approval and left a voicemail with her letting her know that we will allow her to do so with a $10 transfer fee per service as that is policy and would allow those services to be active until 11.30.16. She has not called us back to give us names to transfer the services to just yet. I am not sure if her complaint was sent before or after we came to a conclusion but am hoping the client is happy with the resolution otherwise I would like to hear from her.Thank you!-- [redacted]Assistant Business ManagerMassage Envy Harbour Village13475 Atlantic Blvd. Suite #18Jacksonville, Fl. 32225P: ###-###-#### | F: ###-###-####

Attached to this email, please find Mr [redacted]'s contract that he signed on 12/11/15 accepting the membership terms & conditions, which allow us to charge his card for the duration of contract.  We have no written documentation supporting his cancellation of said membership in our files...

and he has not provided any. Also, we would never accept a phone cancellation paperwork must be filled out. When Mr [redacted] called our Quincy location we did refund him for his September 2016 payment of $49.99 while looking into the matter. We can certainly terminate his membership immediately and allow him to use his EIGHT built up prepaid massage before the end of 2016 in any of location nationwide. We would also appreciate if Mr [redacted] limited his communication regarding this complaint to the Revdex.com forum and not continue to call clinic and upset the staff with foul language.

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.

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]

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 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 Hattiesburg601.[redacted]

Dear Revdex.com RepresentativeI am responding to complaint #[redacted].  I had spoken with [redacted] prior to the incident she had with the acting supervisor on duty.  I believe it may have been a misunderstanding on the part of our employee.  I have recently spoken with [redacted] and I am...

completely empathetic with her situation.  Being a survivor myself it is a trying time and you need as much support as possible.  So not to have any added stress in [redacted]'s situation I have canceled her membership, and invited [redacted] in to have a complimentary massage when it is needed.[redacted]Clinic Manager - Massage Envy Franklin[redacted]

On  July 25,2016 around 6pm I received a forwarded email from my front desk employees account in regards to this matter, I called customer [redacted] to speak to her about her refund, I apologize for the misinformation and scheduled a time for her to come back into our clinic...

so I can process a refund for her let her know when she comes in to ask for me and I will be waiting for her. On the morning of July 26,2016 at exactly 10:59 am [redacted] came in and asked for me as instructed and I processed a full refund for her on the same credit card the $75.00 gift card was originally purchased on. Client left happy. This should be closed. If you have any further questions please reach out to me via email and or telephone.Thank you so much in advance!

To whom it may concern,
[redacted] is a member with Massage Envy Spa – Spokane Pavilion. Ms. [redacted] signed her membership agreement (see attached) on May 23rd 2016 and elected her membership to be a 12 month term.
In the section of “Payment Terms” Ms. [redacted] initialed acknowledging that...

her membership was a 12 month term.  This is clearly gone over with our clients, and made aware of how much they will be paying monthly and how long their term is.
Also, in the paragraph labeled “Cancelation/ Use of Accrual of Wellness Benefits” The first paragraph Ms. [redacted] Signed stating “During your initial term you may cancel this Agreement if: (a) you provide written proof (e.g., executed mortgage or rental agreement, utility agreement, utility bill, car insurance) that you have moved more than 25 miles from your residence on the date you signed this agreement and such relocation also puts you more than 25  miles from any Massage Envy location; or (b) you provide a written statement from your medical provider certifying that you are unable to receive massages for medical reasons; or (c) other extenuating circumstances exist that we decide in our sole discretion permit you to cancel during your initial term.”
On Page two of the membership agreement, Ms. [redacted] signed that she “Acknowledges and Agrees that you understand the provisions contained within this agreement, have had adequate time to review such provisions before signing.” Which, we give each client the opportunity to read through this thoroughly also before signing, and a copy of this signed agreement was sent home with Ms. [redacted] when she joined.
All of my front desk staff is thoroughly trained on selling memberships, as well as going over the membership agreement.  At any time a member chooses to join on our wellness plan, we read each section Verbatim to make sure each client understands what they are agreeing to, as well as asking if they have any questions during the time of the member joining.
At this time, Ms. [redacted] has paid 2 months of her 12 month term and is not eligible to cancel unless she provides documentation from the 3rd paragraph. Attached you will find a copy of Ms. [redacted] Agreement.
 
Regards,
Emelie L[redacted]
Assistant Clinic Administrator

Dear Whom It May Concern:The following complaint from [redacted] was received, and after further research have concluded that [redacted] was in fact correct about her request to cancel her membership. Although a cancellation was requested, it was not properly recorded and resulted in additional charges....

We have made 2 attempts to contact the client to send her a refund check.We will continue to reach to the client to ensure we have the correct mailing address for her, and process this refund quickly. Thank you,Ronald W[redacted]Owner

Our clinic franchisee owner called [redacted] today and resolved the issue. This is a copy of the email he sent her following her call. Let me know if there is anything else I can do. Thanks.
 
  
Randy Y[redacted]
Director of Operations
Massage Envy Nampa/Meridian/ Boise (coming soon)
1180...

N Eagle Rd. #105
Meridian, ID 83642
P: (208) 343-3689 | F: (208) 855-0509
 
------------------------------------------
Hi [redacted],
 
Thank you for speaking with me today.  I wanted to apologize again for getting back to you so late.  I hope your recovery process goes well with your shoulder!
 
As we discussed, we are going to reimburse you for that massage that day along with the other built up services that we have already reimbursed for you and your husband. I wanted to reassure you that we have and are doing continuous training with your therapist from that day, so this does not happen again in the future. 
 
Once you get the okay from your doctor to receive massage again, we would love to have you in again with Lateesha.  I would be happy to put you on a plan where we will take care of some of those services for you to help with your recovery process.
 
I have attached a form for you to fill out so we can put in your records.  If there is anything else I can do for you, please let me know.
 
Thank you!!
 
Travis E[redacted]
Massage Envy Spa -Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I was refunded $22.58 when I can show in my account the amount I was charged was $64.50.
Regards,
[redacted]

Revdex.com:
At this time, I have not been contacted by Massage Envy regarding complaint ID 11821604.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:I feel the terms of this agreement are very unfair. I also believe that as a customer I was not given adequate time to fully read over the contract and instead it was explained in brief verbally to me and was not explained correctly or adequately by the staff. I understand that an agreement was signed however I do not feel that a business should ask somebody to pay for services that they never received. I literally did not use this service under the contract even one time. I do not see how in good conscience a business can ask a customer to pay for services they never used. It is no wonder that this business has so many terrible reviews and and a terrible Revdex.com score when they treat people this way. I would like to resolve this matter and get this negative mark taken off my credit report however I feel like a fair agreement should be able to be reached here. I would be willing to pay the fee for sending the matter to collections which I believe was around $100 from talking to the collections agency. I feel like that would be a fair resolution for everyone as Massage Envy never provided me with any services that I should owe them for but I do understand they had to pay some sort of fee to the collections agency. Sincerely,[redacted]

May 28, 2014
 
Revdex.com
4747 Viewridge Ave, Ste 200
San Diego, CA  92123
 
 
Dear Ms. [redacted],
 
While we are certainly disappointed to receive your letter regarding the claim made by [redacted], ([redacted]) we are encouraged by the fact that you...

recognize there are two sides to every dispute.
 
As Ms [redacted] states, she did call to make an appointment and request to transfer a massage and she was then told of our transfer policy which states that a member may only transfer one massage to the same individual in any six month period.  When Ms. [redacted] suggested it is not fair, because we did not disclose this fact when she joined we pointed out to her that this is disclosed in her membership agreement by reference to a complete listing of all membership policies on MassageEnvy.com, a fact that we tell to all members at the time they purchase the membership.   At this point, Ms. [redacted] began to raise her voice and the employee on the phone transferred the call to our manager, [redacted].
 
Before [redacted] could introduce herself on the phone, Ms. [redacted] yelled at her, “You’re going to do as I say”.  Really?  That’s not a way that anyone should speak to another person, especially if the intended result of the conversation is a reasonable accommodation/compromise to the rules.  When [redacted] could speak, she attempted to explain the member-massage sharing policy which was only responded to by more yelling, a threat of physical violence, and finally a loud “[redacted]” before Ms. [redacted] hung up the phone.   [redacted] called me immediately after the call and I suggested that she call the police to give them advance notice of the threat so they would know the situation is urgent if they were to receive another call from us.
 
The following day, Ms. [redacted] submitted an email to our corporate offices requesting that I call her and letting them know that she wanted to cancel her membership.  I called her back and explained to her that I expect our employees (and the manager) to always be respectful to members and guests, and to operate with a customer is always right attitude, but I do not expect our employees to accept abusive language or behavior.  Additionally, that because of her abusive language and behavior I was cancelling her membership, effective immediately.  Being that a cancellation is what Ms. [redacted] says she wanted in the first place, I am not sure what sort of “mutually satisfactory settlement” the Revdex.com would like to achieve in this case.
 
With regard to her underage daughter (an issue not previously raised with us), we ask that a parent be present to protect the child and also to protect the therapist.  Once a minor has seen a particular therapist a few times and both the minor and the parent feel comfortable with an un-chaperoned session we will allow it, provided that the therapist is of the same gender and is also comfortable working with an un-chaperoned minor.  I cannot comment further on this issue as I do not know what transpired at another Massage Envy location.
 
Of course, no small business owner ever wants to lose a customer, but in this case it’s just best to part ways.
 
If you have any further questions, please feel free to contact me.
 
 
Sincerely,
 
 
 
[redacted]
Owner

We have reviewed the incident and feel the demand of the client to have payments to services she has received fully refunded is unreasonable: a) She experienced a satisfactory massage and facial service on separate occasions.  She confirmed this to the staff herself and gave both the therapist and esthetician very good tip.  For both occasions, the therapists and estheticians have been given their commissionsb) The transactional error, ie ., the tip charged to her gift card,  has been corrected.  The amount has been refunded to her gift card.  Further we, are open to her request to transfer this amount to her debit card instead, but we are still awaiting her debit card information.c) Lastly she claimed we double charged her on the tip, and that this was also charged to her debit card.  We checked our merchant processing data and did not find this transaction.  We requested client to provide proof that there was a charge, in case there were errors in our system, but have not received any update.  If her bank statement confirmed there is double charging, we will be happy to refund this as well.d) Client was not open to any service concessions at our clinic and she firmly stated she does not want to receive any service from our clinic again.

We have reached out to this customer again with a copy of her contract (that she originally signed) mailed to her home address, and a detailed explanation of the exact terms and conditions for which she initialed and signed her name twice. Specifically, she signed an auto-renewing contract, which is explained in the very first paragraph of the agreement at the top of the page. She initialed that she understood these terms at the point of agreeing to her contract with her two signatures. As explained in the contract, she is responsible for any and all draft payments billed in the original term and the auto-renewable term (month-to-month).  She also initialed a paragraph in a contract the specific instructions to cancel.  The contract does specify until she follows the required cancellation procedures, she is still responsible for those payments dictated by her contract. 
Ms. [redacted] has not followed the terms of the contract. Her account is now past due over 120 days.  We logged over a dozen phone calls and several emails to her in an attempt to resolve the account before having to send it to a collection agency.  We explained in each of those attempted contacts that we wanted to work with her to settle the issue amicably. We logged that she hung up on us when we called her, and didn't come forward until she found out that our small business intends to collect on her past due bills she owes us.  
We cannot renegotiate [redacted] contract after she has gone into payment default for 120 days.  Just because she did not follow the terms, conditions, and instructions that she signed that she accepted and understood, or because she doesn't like the contract but refused contact with us, doesn't mean that she gets new terms and conditions of her own making.  We have informed Ms. [redacted] in a letter that we are no longer able to discuss her account with her and that all future calls and correspondence will need to be directed to Aldous & Associates, P.L.L.C.