Massage Envy

Stars...I have moved many times and this was the best experience I have ever had with a moving company The young men were professional, experienced and took great care of my furniture and property Not one item was damagedHighly recommended! Kevin K

My family used Firefighter’s Finest for my grandparent’s recent move, and they were exceptionalVery friendly, efficient, and careful

[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] ***

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 requestThey responded short and rudeIt resulted to me losing $ Sincerely, [redacted] [redacted]

We will contact the client and get him booked for his last massageThanks

My family has been a member of Massage Envy Weston for almost years My recent experience with them was horrible! I would highly discourage everyone from doing business with them! If you or they cancel your membership with massages remaining, you forfeit those massages This was found to be illegal, but the owner, Ms [redacted] , refuses to follow the law and bullies people There are lots of complaints about her and how she does business STAY AWAY!

Initial Business Response / [redacted] (1000, 5, 2016/11/21) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @massageenvy.com ***, First, we would like to thank you for submitting your comments regarding your concernsMy name is [redacted] and I am the Clinic Manager for the Pine Valley Crossing locationI would be happy to address any concerns or questions you haveWe received your cancellation request and doctor's note on November 6th, Your membership was cancelled immediatelyWe apologize you did not receive the refund right away for August and September payments as promisedThat was an errorA refund in the amount of [redacted] has been credited to your card We thank you for taking time to let us know how we can improvePlease do not hesitate to contact me with any additional concerns or questions [redacted] Clinic Manager Massage Envy Pine Valley Crossing [redacted] Fort Wayne, IN XXXXX (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent both in multiple timesYour staff ignored me for over a monthWere there further charges made to my credit card? I don't know because I no longer have the card numberI cut it up, entered a debt relief program, and cannot remember my password to get into that accountI think you need to address why I had to wait over a month for a reply This is also pending the Indiana attorney general's reviewI suggest you come up with an explanation fastYour staff and you, did not do their jobs on this situationI won't release your company from a review from the attorney general's office [redacted] Final Business Response / [redacted] (4000, 13, 2016/12/01) */ [redacted] - your complaint indicated you wanted refunded for $for August and SeptemberIn my original response to the Revdex.com, I incorrectly put the months September and OctoberIt should have stated August and SeptemberI updated the Revdex.com with this, but I do not see it as posted with the Revdex.comYou were NOT charged for OctoberYou were charged for August and September and you were refunded for August and SeptemberAs for the the apology, we have apologized to you multiple times on the phone and in emailsAgain, We sincerely apologize for this confusion and we have fully refunded you for any payments made to usWe wish you the best Final Consumer Response / [redacted] (2000, 15, 2016/12/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

To whom it may concern,I am responding to complaint [redacted] from [redacted] [redacted] , signed our Membership Agreement on 3.6.14, she has been our member since.With our Membership Agreement [redacted] can receive a minute session every single monthIf at any time she cannot come in and use her sessions, they do roll over to the next month and don't expire as long as the membership is active [redacted] 's last visit was in July, So her unused sessions were rolling overin November of this year, [redacted] called to start booking appointments to use her sessionsShe only wants to see one of our most requested therapists, Shirley, who gets booked months in advanceAt the time [redacted] wanted a minute session but Shirley only had a minute session available, the sales associate she was speaking with at the time booked her for the minute session informing [redacted] that she would leave notes for her colleagues that if Shirley's availability changed we would let her know and change the 60minute session to a minute oneThe day before her appointment [redacted] was called to confirm the appointment and she was very upset to find out that it was only a minute sessionShe requested to speak with a Manager, so I called her back immediatelyI apologized for the miss communication that happened and tried to explain the situation [redacted] wanted her five sessions remaining to be refunded which I explained I would not be able to doI waived her November payment and help her book massage sessions with our therapist Shirley and one facial session with MoniqueI told her we would also waive the $facial fee for her [redacted] wanted to cancel her membership, which she did and gave her extra time to use her sessions.Since this complaint was written, [redacted] has been to our clinic twice and she has received massages and facialsShe only has one more appointment on December at 10:30am for a minute session and at that time She will have used all her remaining sessions.If you have any more questions about this client please feel free to give me a call at 484-342-or contact me via email [redacted] @ [redacted] .com.Mary N.Clinic Manager

Please note: this complaint has been resolved with the client to her best satisfaction.Please advise if you have any questions.Kind regards [redacted] Business Manager

see attached

Revdex.com Serving New Mexico and Southwest Colorado Jefferson St NE Ste A Albuquerque, NM Phone ###-###-#### Fax ###-###-#### Dear Revdex.com: I am writing you regarding a complaint submitted to the Ventura Place locationThe ID reference is [redacted] As I stated earlier in our conversation, we have already refunded this particular customer the full amount he requested on the day he came into our clinicWe also called his home location and asked them to pull his member service back to their location, per his requestWe called this customer the same day this complaint was filed and informed him that he had been refunded the full amount requested and had his member service pulled back over to his home locationI, myself, also called this customer about a week later and informed him, again, that we had refunded him the full amount requested and had his home location pull his member service back to the home locationHe has yet to return either callAs far as we can tell, we have done everything we can to rectify this situationPlease let us know if you need any additional information from usThank youSincerely, Massage Envy Ventura Place 885o Holly Ave NE Ste H Albuquerque, NM Phone ###-###-#### Fax ###-###-####

These guys were great! They were polite, helpful and efficient I would definitely use their services again and refer them to friends and family

In general, at any company, gift card sales are simply not refundableIt says right on the card "is not redeemable or refundable for cash or credit except as required by law." I am not aware of any companies out there that will refund a gift card There companies on the internet that will purchase gift cards for for resale at a small discount That might be a solution, or it could be gifted to somebody else

Top notch, excellent service by Daniel C [redacted] and Saul M***I highly recommend them for any moveThey were polite, nice, patient, and took special care of all furniture and itemsI had two antiques and they handled them with great care

[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 The resolution is satisfactory, however no one has spoken to me so that part if the response is incorrect Regards, [redacted] ***

Our clinic franchisee owner called [redacted] today and resolved the issueThis is a copy of the email he sent her following her callLet me know if there is anything else I can doThanks Randy Y [redacted] Director of Operations Massage Envy Nampa/Meridian/ Boise (coming soon) N Eagle Rd# Meridian, ID P: (208) 343-| F: (208) 855- ------------------------------------------ Hi ***, 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 husbandI 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

moved to our new home Aug24, During transport to our new home the movers ran into rain one of their trucks leaked and my brand new mattress was soaked The mover called the company at that time to make them aware I was told to file a claim I did so within weeks it is now months and still have not repaired damages to walls, doors, broken items, and my mattress in which is a necessity the manager [redacted] has never called to give any follow up but let the third party company "furniture repair" company to say they are working on it I told the repair guy today after three attempts to come and paint but the company will not pay for the paint and they want my builder to give them sample paint I told him I have been patient but now I am ready to file a complaint and seek further actions

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.I would like to respond to the merchants answerI was a good minutes in the massage while the therapist was trying to fix the issueOpened the door for a bit to get the cold air inDid not use hot towelsWent to search for a fanThis all evolved over timeSo, yes I could have walked out but I was already into the massage with her trying to remedy the situationI immediately asked to speak to a manager and there was none on dutyIt took times of me calling in and not getting a call back to finally reach [redacted] She offered me a hot stone treatment (per the owner) on my next serviceI said no that I think I should at least get minutes added to my next service(not minutes free but 30) She said she would ask the owner and would get back to me but could not tell me when she wouldI told her I had called corporate to let the owner know I wasn't going to let this goWhen I called today (after reading this complaint) [redacted] told me she talked to the owner TODAY and the owner ok'ed the minute add onI presented her with all the lies the owner provided to the Revdex.com (been calling me multiple times, I demanded a minute massage- lie) and told her I have a phone bill to prove no one has called me from Massage EnvyWhile I accept the outcome this owner and possibly manager are liars and if they would just respond to complaints I would not have to go to the Revdex.comFunny I did not hear from them for weeks but the day I file a claim they suddenly respond Regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Contact Name and Title: Amanda T [redacted] Owner Contact Phone: XXXXXXXXXX Contact Email: [redacted] @massageenvy.com Dan is the Customer Service Manager at the Pine Valley Crossing location and has acted in the capacity for about yearsHe routinely processes membership cancellation requests and handles customer service issues for our locationTo create accountability, I require that he and all of our staff keep detailed notes regarding customer services issues, especially those pertaining to membership cancellations On 3/20/2015, Ms [redacted] did in fact submit a membership cancellation requestAlthough she says she only spoke with Dan, her point of contact on this day was actually the Assistant Customer Service Manager, SarahSarah collaborated with Dan on Ms***'s cancellation request, and, under his direction, we offered to waive both April and May payments as a courtesy to help her get caught up on unused sessionsThis saved Ms [redacted] $in membership dues and allowed us more time to add additional staff in hopes of alleviating Ms***'s scheduling difficultiesSarah noted that by the end of the conversation, "Ms [redacted] really liked the idea because, to her, the sessions she had built up is a lot and would be difficult for her to use." Sarah then told her we would file away her cancellation requestMs [redacted] then stated she would give us another chance at this point On 7/6/2015, Ms [redacted] once again came into the clinic to dispute a charge that came out on 7/3/and to inquire about her membership cancellationShe asked to see her cancellation form and became upset when she found that it was not processedDan checked the previous notes and informed Ms [redacted] that the notes we had on file indicated that she chose not to go through with the cancellation request in MarchThis would explain why it was not processedMs [redacted] then claimed she had called back some time ago to inform us that she did in fact want to cancel her membershipDan asked her if she recalled when she had called us and Ms [redacted] stated she couldn't remember, but it was sometime in JuneDan then informed Ms [redacted] that, per the cancellation form signed by Ms***, one final membership payment is processed and that the member has days after that last payment to use any remaining sessionsThe payment that was processed on 7/3/was in fact supposed to have been charged on 6/8/2015, but our system was unable to process the payment until 7/3/because the card had been declinedMs [redacted] maintains that she called on 6/3/to go through with the cancellationAlthough it was unprocessed as of 7/6/2015, she still would have been responsible for the payment due on 6/8/Dan noticed that another payment was due to be processed on 7/8/and offered to waive that $payment in order to give Ms [redacted] an additional days to use up the remaining sessionsAt that point, Ms [redacted] declined the offer stating that she had no interest in returning to Massage Envy at allDan then informed her that if she decided to have the cancellation processed immediately, she would forfeit the last sessions she had availableShe said that was fine, and requested a copy of the processed membership cancellation formDan obliged and gave her a copy of the requested formAt no point during the conversation did Dan inform the client to "deal with it and move on." He also did not berate her in front of any clients, it would be out of character for him to do so and I would not tolerate that behavior in any form On 7/13/15, Ms [redacted] called back irate that she had been charged for another membership paymentMs [redacted] immediately threatened legal action and contact with the Revdex.comDan checked Ms***'s transaction history and it showed her membership was cancelled as of 7/6/and that no additional charges had been made to her account since 7/3/She then proceeded to launch a verbal attack on Dan by calling him a liar, saying it's a wonder he can keep anyone at this location, and saying she had no reason to believe he was telling the truth because he had never done so in the pastShe then stated that she did not want to return to our clinic specifically because of how rude Dan was to herDan attempted to interject to inform her again that we had not charged her but she would not listenDan never said Ms [redacted] was the worst person he's had to deal with, nor did he call her a liarOut of frustration, Dan did thank her for being the most pleasant person he's had the pleasure of working with this weekHe does apologize for his sarcasmMs [redacted] would not believe that her membership was in fact cancelled, and that there were absolutely no additional charges to her account, she then continued to threaten legal action, communication with the Revdex.com, and to tell anyone and everyone how rude our manager is at this locationDan thanked her for her phone call and Ms [redacted] hung up To summarize, Ms [redacted] took issue with our scheduling availability and wanted to cancel her membership as of March As a courtesy, we waived $worth of membership dues to allow her extra time to use up her accrued sessions and save her from additional membership chargesAt that point she rescinded her intent to cancelAs of 6/3/2015, she maintains that she called to pursue cancellation of her membershipAt that point, per our cancellation policy, she would have been still been responsible for a membership charge due 6/8/15, however, due to declined payments, that payment was not secured until 7/3/On 7/6/2015, Ms [redacted] requested immediate termination of her membershipAt that point, Dan offered to waive July's $payment in order to give her an additional days to use her remaining membership sessionsPer the membership agreement, she could have used those sessions at any Massage Envy location in the US; however, she declined to use those sessions, indicating she had no interest in returning to Massage EnvyDan then informed her that she would forfeit her remaining two sessions as a result of immediate termination of her membershipShe acknowledged that that would be ok and was given a copy of the processed cancellation form for her recordsOn 7/13/15, Ms [redacted] then called back to dispute a membership charge that did not occur, and immediately threatened legal and consumer action with the Revdex.comThe membership agreement and the cancellation request form, both of which she signed, explicitly state that any unused sessions are forfeited at the time a membership is terminatedMs [redacted] was given an opportunity to receive extended to time to use her remaining sessions by the Manager she claims has no interest in helping her, but she refused and has now filed a complaint with the Revdex.com to dispute a charge that never occurred OFFER: We have already waived $in membership dues to help alleviate Ms***'s scheduling difficulties in the pastWe also offered to waive an additional $in membership dues in order to extend Ms [redacted] additional time to use her remaining sessions; however, she knowingly declined that offer on 7/6/when she requested immediate termination of her membership At this point, we will not grant any additional special treatment with regard to her membership agreementWe will extend her days from the day her membership was cancelled to use the sessions she originally forfeited on 7/6/There is a second Massage Envy location in Fort Wayne on West Jefferson Blvd., and she will be free to use those remaining sessions at that location Those remaining sessions will expire at midnight on Thursday, 8/6/ Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is a highly inaccurate response from Massage EnvyThe matter was not handled professionally at all, and they have severely twisted the truth hereI have worked in customer service for almost years, and would never dream of treating a customer the way they treated meThe only accurate portion of their response is that I did indeed state that I would look for legal action and take this to the Revdex.comBeyond that, they have spun this into quite a tale I will use my other massages at their other local location, and hope that they will treat me with a better degree of respect

May 28, Revdex.com Viewridge Ave, Ste San Diego, CA 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