Massage Envy

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]

Response to ID [redacted] :The complaint was received from the mother of two young women who scheduled massagesOne of the young women is a minorThe manager explained the minor policy, telling the young women that a parent or guardian must sign the policy and be present in the treatment room during the massageThe mother was not available to do so at the timeThe mother asked for the gift card one of her daughters had previously purchased to be refundedThe owner called the mother and again explained the minor policy and welcomed her daughters to return to the clinic, with the mother in order to accommodate the minor childThe owner offered to rearrange the clinic schedule to accommodate the daughters and mother and also offered a complimentary enhancement and/or 30-minute upgradeIt is not the location's policy to refund a gift card as gift cards do not expire and can be used for a massage for the minor child as long as a parent or guardian is presentPlease confirm that you have received this email.Thank you,Marci

I received your complaint regarding Massage Envy Please remove [redacted] as the owner and my name as admin add [redacted] *** His contact information is [redacted] @massageenvy.comMr [redacted] is the owner of Massage Envy Clovis.Thank you [redacted] ***

Hello [redacted] ***,I understand that you are having some issues with our billing policyI do apologize if the wellness agreement had not been explained fully to youI see that the calls were made to inform you that a payment was missed and a credit card was needed to update your account As a member you signed an agreement that allows Massage Envy permission to collect a monthly payment to a credit card on fileIn an effort to discuss this with you an email and voicemail was left my Spa Director JayceeThank you

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 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]

Attached to this email, please find Mr [redacted] 's contract that he signed on 12/11/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 anyAlso, we would never accept a phone cancellation paperwork must be filled outWhen Mr [redacted] called our Quincy location we did refund him for his September payment of $while looking into the matterWe can certainly terminate his membership immediately and allow him to use his EIGHT built up prepaid massage before the end of in any of location nationwideWe 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

professional, personable and prompt all men showed up as promised, got in to do the jobcared for our belongings and delivered and set up wonderfully as promised

I received your letter regarding [redacted] request I have left him messages regarding his letter The collection letter was based on the amount he would owe to fulfull his agreement We are very willing to work with him Losing a job is devastating, massage therapy is not a priority in that case [redacted] Clinic Manager

Firefighting's Finest is the best company and movers ever! They make moved me twice in the past two years, to and from North Padre Island. They are efficient, effective, and courteous. I have moved many times in the past 20 years and have found no company that meets Firefighting's Finest standards.

Hi ***,Per our conversation earlier today, looks like base on the telephone number provided [redacted] is a member at the Massage Envy- [redacted] WA locationAnd checking out her history in our data base her last time using the service was on 9/23/@ 9:am at that location.And because Spokan WA is her home base they would have had that conversation with her if anyIf you have any questions, please feel free to contact me @###-###-#### or via email

Complaint: [redacted] I am rejecting this response because: I have not received re-imbursement for the sessionsI contacted [redacted] yesterday, 3/16/and got a voice mail to the officeI left my name and phone # for her to get back to me because I did not receive the credit on my charge cardI explained that, the same day I filed the complaint my wallet was stolen and I had to cancel my credit cards, that is why I specifically requested a check for re-imbursementShe did not return my callI called today 3/17/@ 12:15pm and again got a voice mailI would assume if a credit was issued to a credit card that was no longer active, that it would reflect as unaccepted on their endSo I did not receive re-imbursement and I am not satisfied, therefore, not accepting this response Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/06/28) */ [redacted] initially did the Wellness Program and called back to do a day cancel, but her payment went through on 5/When [redacted] called indicating that this is what had happened, I submitted a refund for her and and [redacted] was refunded on 6-9-We apologized to [redacted] for the delay but it took 7-business in order to see the refund in the accountSo [redacted] has been refunded!!! Thank you for your time

I just got off of the phone with [redacted] and was able to resolve the issueSpecifically we are mailing out a $check todayThere was confusion caused on our part If there are any questions or concerns please let me know [redacted] Regional Manager Massage Envy Nampa/Meridian/ Boise (coming soon) N Eagle Rd#Meridian, ID

In response to [redacted] 's reply to my initial clarification of the situation I would like to add the following: On 3/17/- I responded to a voicemail from [redacted] stating that her card had been stolen and asking where her refunds had been sentI told her I would contact our merchant services company and find out if the charges had left our account and been placed on her card On 3/19/- I asked one of my staff to contact her and to let her know she was not forgotten and that we are still working on tracking her refunds On 3/20/After speaking with our merchant services company I explained that her refunds had left our account and had been refunded to her stolen credit cardsI further explained that there was nothing else we could do to support her with this process and that she needed to contact her credit card company to find out where the charges wentI gave her all the relevant information that she needed to follow up with her credit card company We have not had any further communication with *** Best Regards, [redacted] t Business Manager

The crew was excellentThey were on time, respectful of my home and propertyIt was a very long day, but they kept their cool and worked very hard to see the job through to my satisfactionI recommend them and would use their services againThank you!

Client has been refunded in full, and has a copy of her refund receipt as well

HelloI have been a customer of Massage Envy for over a yearI am a member and the first couple months I lived in Keizer so it was convienient for meMassage Envy at one point was short on therapists and I was unable to make appointments work with my schedule since I am a nurse and work nightsI use my benefits card to pay for the massages and since I got behind due to being charged but not receiving the massages the manager waived the charges for me so that I would be able to continue with the membershipAt one point he offered to cancel the membership as it became frustratingWhen he offered to cancel for me he also said they had just hired many new therapists so getting an apptwould be easyI opted to schedule appointments instead of cancel (BIG MISTAKE)!!! I moved (far enough away that it became difficult for me to get to KeizerI am out [redacted]  and I work in [redacted]  so I have no business to attend to in KeizerI asked to cancel and the manager was no longer sympathetic to my situation and states that I have not paid for a year yet so no I cannot cancelAgain, I use my benefits card but am behind because I am not receiving the massages that I have paid forI called and spoke with the manager yesterday (9/7/2017) and had many things to discuss1) I have now paid for a year so I need to cancel2) I need to schedule the remainder of the massages that I am owed3) I need receipt documentation from the payments made in May and June with the date the payment was madeThe manager stated that he would not cancel my membership until I was currentHe would provide me receipts for those months and if I want to get a massage I can pick up the receipts thenI agreed that I will bring the account current once I am able to fax in the receipts to my benefits card and a massage was scheduled for me on 9/8/at 10am Today I drove to Keizer and checked in for my massageI was told by Ashley at the front counter that the manager states I was going to bring my account to currentI explained that No that was not the conversationI will be bringing it current once the receipt documentation is provided to meShe stated to head to the back and she would call the managerShe came to the back and asked me to come up front and explained to me that the manager states I need to bring the account current before I can receive a massageI, upset as anyone would be, stated that this is fing [redacted] I drove all the way here based off of a conversation that the manager and I had the day beforeAt that time I asked that the manager get on the phone with meAshley stated no he will not be talking to me and I need to leaveI stated that I needed to have the receipts for the services (that have not yet been provided) and I will not leave until I speak with the managerShe states to me that I can just sit there then because the manager will not be speaking with meI asked for a number to someone above her managerShe pointed to a plaque above her with Jim DeWeese numberI took the number down and left him a message on the answering machine that picked upAfter about minutes the manager called the store to speak with meI stated that our conversation on the phone was very different then what he is asking his staff to tell me and that he needs to have the [redacted] to call me or come in and talk to meThen he states that I should not question his man-hood and that I need not cuss his employees out (which I did not do, the cuss words I stated are above)I stated that I was not going to discuss that its not why I'm hereI DONT want this membership any longer and the customer service is incredibly poorI became upset and cried because why would I want to have a massage at a place as toxic as thisHe states he will take care of the membership for me (we will see)He stated he asked Ashley to give my my receiptsI asked what happens with the massages I am owedHe states I will not be able to get them since I am not bringing my account current Before leaving, I attempted to apologize to Ashley for her receiving the brunt of my being incredibly upset and she would not look at me and stated I would be smart to get out of there and away from her Im pretty sure that they cannot keep my money for services not providedI will take this as far as I need to if this is not resolved in a timely manner! I also think that Ashley needs some serious customer service helpI have worked in customer service and still doShe needs to learn to deescalate a situation instead of escalate itI probably would not have been as upset with her had she not been so incredibly rude and tried to withhold receiptsI also don't find it appropriate at all that she would threaten me when I tried to apologizeMy and year old children behave better than her What happened to "the customer is always right"? I still practice this even as a nurse!

Absolutely wonderful experience all the way around, from setting the move up with the booking agent all the way to them cleaning up and leaving us at our new home. 100% professional guys that were polite, respectful and as hard working as I've ever seen. They moved at a breakneck pace the entire time, probably one of the best experiences I've ever had with a service company!

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/ [redacted] and then waive it....and then charge them on 6/**Both managers told me I had two massages leftI 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 weeks after the you said you were going to and after they put in cancellationIt proves why your customer service is so terrible and most people don't come back for that reason aloneThis 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]

This is the response sent to [redacted] : Good Afternoon [redacted] , My sincere apologies for the pricing confusion today! Our prices have increased due to the cost of doing business increasing in [redacted] Our gift cards, just as any other retailer, are sold on a dollar value and not an actual serviceFor example, if you bought a Gift Card at the Gap for $and a shirt you wanted to buy was originally on sale for $49,but on the day of purchase the sale has ended and the shirt's price goes back to the original $69.99, the customer would have to pay for the full price I do understand your concern and that you and your daughter expected the Gift Card to cover the 90-minute sessionWe never want any clients upset with our establishment and always strive to provide the best customer service to allWe will definitely go ahead and refund the $for your daughters appointment today! We value you and your's daughters patronage and look forward to seeing you both at [redacted] the clinic in the future! Please do not hesitate to reach out to me with any further questions at any time! Kind Regards, ***