Massage Envy

I am responding in regards to complaint ID: [redacted] , filed by our member [redacted] has signed up for our wellness program since October 11", He agreed to pay $59.99/month that entitled him to a one hour massage every single monthHe 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", and it expires on November 10, The initial term of the membership is twelve months, and after that it continues On month to month basisAt this moment [redacted] account has gone in past due/default and has been cancelled due to it being suspended for the last months because his monthly payments were not coming outWe left messages for him on 2.02.15, 3.17.15, 4.06.15, 4.27.15, and asking him to update his accountSince his last payment was January 11", 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 MrMcKeanyIf 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***

I've used Firefighting's Finest three times now. I've been pleased with their service, up front and reasonable pricing, and care taken with our property everytime. This move was with Nick [redacted] and two others. They were professional and courteous. Definitely recommend.

The complaint filed against Massage Envy Spa Brea Downtown is in the middle of being remediedWe have attempted to contact the client and let her know we're willing to work with herThere were attempts by other employees and notes left in regards to the situation in an attempt to try and work something outWe do have an agreement on file that is signed and initialed by her which states, a written cancellation is needed in order for a membership to be cancelled outThe agreement also states that after the initial term the membership rolls on unless we receive a written request stating the member wants to cancel We are willing to work with her and provide her with some options We will be waiting for a response from her so that we can better remedy the situationThank you!

Initial Business Response / [redacted] (1000, 9, 2015/11/13) */ Ms. [redacted] came in to Massage Envy Ontario for an appointment on 10/19/15 and was asked to fill out a new Massage Wellness Chart, which asks important health-related questions to ensure therapists are aware of clients' medical histories and if... there are any contraindications to massage therapy. Ms. [redacted] became extremely upset and refused to fill out any of the forms. While a Wellness Advisor was assisting Ms. [redacted] in the Tranquility Room (member waiting area), she began to raise her voice at the employee while around other guests. Ms. [redacted] also violently slammed down the clipboard she had in her hands with the forms, displaying behavior that threatened the employee and the guest in the room. The Business Owner, [redacted] ***, attempted to speak with Ms. [redacted] immediately after, however Ms. [redacted] left the premises. The owner attempted to reach Ms. [redacted] by phone to no avail. At this time, Ms. [redacted] 's membership is no longer active at Massage Envy Ontario. Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again I reiterate the fact that this was my THIRD form, that was exactly the same. As the response states the form contains "medical histories," which had not changed since my previous appointment three weeks prior. There are laws to protect health information and the fact that they already had two completed forms, and were requesting a third denotes that they are irresponsible with sensitive health information. Secondly, the front desk associate invited me into the waiting room stating that there was an error and I would not have to fill out the paperwork yet again. By the time the associate came back with the form yet again, only one person remained in the member waiting room (as they were thinking I would be okay with a greatly truncated massage?), because all the other clients had been pulled back for their therapies. I attempted to fill out the form, but was so furious I was unable to write, so as not to further engage with such incompetent people. The associate appeared to be sympathetic (and not threatened), as I told her in a normal tone I was going to be leaving. [redacted] , only attempted to speak with me when I was walking out, and at that point there was nothing she could have done to rectify the situation. Seriously, would she have actually deactivated my membership, urged me to fill out the forms yet again, reassure me that all my lost health information from previous visits is in safe hands, apologize for not letting me know that not once but TWICE, my therapist has left. On a voice message about an hour later, she offered to extend my membership a few days so I could use my last massage which was too little too late, as I had resolved that $59.99 was worth the fee to cancel and have such a corrupted business out of my life. I am happily no longer a member of Massage Envy. The whole staff there is unprofessional. Getting them to cancel my membership had been a blessing, but has not been without complications. They never addressed how my cancelation paperwork dated 8/26/2015, went missing and they failed to honor it without me providing my copy as verification. (Yes, this was all going on prior to my appointment). To add insult to the situation, they still billed me on 10/24/2015 even though my contract explicitly states that my final effective date was 9/24/2015 with an expiration of 10/23/2015. I have since canceled that credit card due to their fraudulent billing practice, and am in the painful process of retrieving the balance that Massage Envy eventually credited to my inactive account. If you want to get picky regarding Massage Envy's response, there are other more serious accusations at play that have bearing on all customers of Massage Envy, and not my situation. Specifically, Massage Envy failed to address that they had no documentation of my cancellation at this visit, they have not disclosed where all my previous HIPAA sensitive information disappeared to, they failed to notify me that my regular therapists (on two occasions) had left their establishment, and never gave notification to come early (as they do with new clients with whom they require filling out paperwork)thus they would have started my massage extremely late. I have said all that needs to be said, but I want to warn any potential clients of Massage Envy that their private health information may not be private, canceling a contract is a pain, your massage my not be as long as you expect it, and if you find a good therapist-next month they likely won't be there. That said, I am done with Massage Envy, and moving on with my life.

Spoke to [redacted] and took care of her memberships due to a misunderstanding Wonderful and understanding woman, thank you [redacted] !

I spoke to my staff and they stated that they told Mr [redacted] that him and his wife needed to come in or fax a cancelation form We can not cancel a membership without it being in writing

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]

This clients contract has been cancelled and was in the process before we received this Sorry for the inconvenience this may have caused

This issue has been addressed with this individual multiple timesPlease close the complaintThank you

We have cancelled out [redacted] per customer service without making [redacted] pay the past due that was owedAttached are all documents and emails stating [redacted] account was never cancelled and a completely separate accountSee Attached

Their business practices are both misleading and unethicalTheir contracts are a rip off

We hired firefighters movers in December Everything went well ,except for somethings getting damaged I've called and spoken with a few people I sent the forms , pictures and more to get this resolved with no outcone

I wanted to write a detailed review so I can actually make people aware of how unprofessional this company isOne might assume that with a name like firefighters finest they have very high standards but our experience with them was nothing short of a nightmareI have called the company times and spoken to different people and they keep telling me they will call me back to resolve this but its been days and I haven't received a single call back and I don't anyone else spending their hard earned money to go through the same thing I did First they damaged my wall and my door, wall I realized while they were there but my door I noticed after they had left During the walk through I was told they would pack and move anything I needed them to do cause I was paying hourly but when the crew arrived they said " we are only movers and we cant pack stuff" so there itself I was a little taken aback but they had just entered my house I dint think it could get worse but it did I was told all the furniture was going to be dismantled and shrink wrapped so when I saw them moving my large dining tables as is, I asked them to open it cause it was getting moved to a storage locker and the crew was like " that not how we are use to doing things" I finally had to put my foot down and say this is how I want it done cause its getting moved to another country and I need to save on spaceThey put up a fight every time I asked them to shrink up or do anythingWhen my mom who was helping me a year old women tried to give them instructions the crew was making jokes at herOne of the crew members was spitting everywhereThey dumped a $blanket in my recycling can and said one of my neighbors found and left it in there so that they would make me pay for it and said it dint belong to them when they had the exact same blankets on their truckThen when I asked to crew to use this free blanket that apparently my neighbors had found they guy picks it up and flings in my storage locker and says " Shes insisting on using this so here you go" and throws it on my stuff Majority of our stuff was packed except for the big furniture and what we expected to take 5-hours took them hoursThe crew was wasting time talking to each and fighting me at every step and making fun of us every time we asked them to do anything I was so exhausted trying to deal with them that I even called the Manager in afternoon telling him that his crew was just unprofessional got his phone number when he came to drop off a TV kit that we had ordered when the move was scheduled that they had forgotten to put on the truckIt was series of thing one after another that is leading me to leave this review THIS HAD BEEN ONE OF WORST MOVING COMPANIES I HAVE EVER DEALT WITHThe crew was disrespectful and unprofessionalWould not recommended them to anyone

Per our membership agreement, we reserve the right to collect at any timeOur system is set up to periodically re- attempt to withdraw declined EFTsSince this was money already owed to the company, we will not be refunding Mrs [redacted] If Mrs [redacted] wishes to cancel her membership, she will have to follow the proper cancellation steps by filling out a cancellation form, as she has previously been told by the staff and by her signed membership agreementAs a courtesy, I will waive the next months of Mrs [redacted] membership dues so she can have time to catch up on her membership sessionsAt the end of the month period, she will automatically be billed again if we do not receive a cancellation form within that time

[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 meThank you for your kind assistanceI would like the complaint against Massage Envy to remain and to be listed publicly for anyone who conducts a search of ME for possible enrollment into their misleading program Regards, [redacted] ***

At this time, I have been contacted directly by Massage Envy regarding complaint ID [redacted] , however my complaint has NOT been resolved because: [Your Answer Here] MY funds was returned to me however they never forwarded the letter to me stating that my memberships were cancel and... nothing was placed on my credit report and no cancellation fees are reported. I need this sent to me in writing to my address [redacted] ***. As soon as this is received the case will be closed.Thank you for your help regarding this matter In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

Hello, thank you for allowing me the time to review the situation with my management team so that I could put together a proper responseAlthough, I can understand your frustration in being unaware of the price point change, please know that per our membership agreement, we did mail out letters to all of our members days prior to the actual price changeYou were mailed out a letter to the address that we had on file, which was: [redacted] ***The letter did not return to us as “undelivered”, so there was no indication to us that you were not notifiedI’ve attached a copy of the letter that you would have receivedWe thank you for being a loyal member and hope that you will still see the value that Massage Envy provides, even with the slight increase in priceAs the letter that we mailed out explains, even with the high costs of doing business in California, we have not had a price increase in over years, with the exception of a cent increase years agoAs far as the mis-communication with our front desk associate who answered your phone call the 1st time, I’m very sorry that she did not take care of your account properly, which resulted in a 2nd phone callOur intentions are to offer the highest degree of customer service at all times, so we appreciate that you have taken the time to make us aware of the situation so that we can address it with our staffWe hope that this one negative experience will not tarnish your entire impression of Massage EnvyWe’d love to have you talk to our manager [redacted] , so that she can have the opportunity to address your needs and concernsPlease contact [redacted] at (949)586-or email her at [redacted]

Final Consumer Response / [redacted] (450, 15, 2015/12/07) */ From: [redacted] Sent: Sunday, December 06, 10:PM To: Revdex.com Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#29-33058774- [redacted] -11-500) Hi, I did hear from the company and they resolved the issue Thank you very much for your help Best, [redacted]

The issue with the customer has been resolved She was provided with a copy of the Membership Agreement (attached) that she signed in She was also provided with a copy of her Client Buying History (attached) She confused the price of her extra services ($29.95) with the price of her Membership Dues ($49.00) Her husband added on to her account, which is why his dues are less.The customer now understands her payment terms

On June 3, I reached out via phone call to client [redacted] in regards to his complaintPer our conversation both he and I have happily come to a satisfactory agreement and solution to resolve his issue