This complaint was received by Massage Heights Corporate, LLC which is the franchising officeEach franchise is independently owned and operated, therefore the complaint has been forwarded to the Massage Heights Deerfield Retreat email address to give the Retreat Director an opportunity to respond directlyThe franchise office has no records regarding our franchisees' membership credit card records or notes and other records
The Massage Heights Vintage Park members have contacted the Massage Heights Franchising, LLC office through the Revdex.com website This complaint does not regard a practice of the franchisor, Massage Heights Franchising, LLC Please direct the complaintant to the Strategic-partners, [redacted] and [redacted] who are copied here, and [redacted] their partner at their Massage Heights email addresses Each Massage Heights business is independently owned and operated.Membership privileges do include services that do indeed accumulate or roll over, as stated If a Member wishes to cancel this current contract after the Initial Term, their contract states they must do so in writing The owner or Strategic-partner or the operating partner appointed can provide the proper document to request cancellation The Member must follow up by actually turning in the signed request There is a stated Cancellation Period in which the system will bill the Member which affords the Member an opportunity to utilize any accumulated Service Credits At the end of the Cancellation Period, the Member's privileges are terminated and the membership itself is Terminated, per contract We suggest the Member contact the Strategic-partners listed above and verify whether a signed Request for Cancellation Form has been processed; if the request has never been signed or received, the Membership will continue until the Member complies with the cancellation procedures listed in their contract
Massage Heights Franchising, LLC is the franchisor (licensor) of Massage Heights, and does not own or operate any of the Massage Heights locations Each location is independently owned and operated by franchisees licensed to use the Massage Heights brandA franchise owner (franchisee) operates its personal business with a DBA, Massage HeightsCustomer service, among all other aspects of running a business, is managed by the franchisee as an owner and operator of their business Furthermore, because members/guests pay the franchisee for products and services, it is the franchisee’s responsibility to provide the guests with said products or services, or to refund moneyWe as franchisor do not have access or the discretion to refund the money on the franchisee’s behalfThe monthly membership dues paid by members provide access to Massage Heights services at a discounted rateThe monthly dues also include an agreed upon monthly service, which is understood to be used monthlyIf the member does not use a service, they will accumulate until used, so long as the member’s account is in good standing, and the Massage Heights location is open and operating, as clearly outlined in the membership agreement, which each member signsWith regard to a Massage Heights location closing: the policy within the Massage Heights brand is to provide members with written notice of a location closure at least thirty days prior to closing As set forth in the Terms and Conditions of the Membership Agreement, members have days from the date a location closes to utilize any unused monthly services, and unused monthly services do not have any monetary or exchange value and members will not receive a refund of any dues that have been paidFollowing days after closure, the unused monthly service credits expireIn addition, upon signing the Membership Agreement, each member agrees to provide the location with current, accurate, complete and updated information and to promptly notify us of any changes in their membership dataMs***’s closing notice was sent to her email address that was on file at the location Because the franchisee followed proper protocol and acted in compliance with the membership agreement, the franchisee choose not to grant Ms [redacted] a refundShould you need additional information, please let me know.Best, [redacted] ParalegalMassage Heights Franchising, LLC [redacted] ***CONFIDENTIALITY NOTICE: THIS EMAIL TRANSMISSION, INCLUDING ANY DOCUMENTS ACCOMPANYING IT, MAY CONTAIN CONFIDENTIAL INFORMATION BELONGING TO THE SENDER THAT IS PROTECTED BY PRIVILEGETHE INFORMATION IS INTENDED ONLY FOR THE USE OF THE INDIVIDUAL OR ENTITY NAMED ABOVEIF YOU ARE NOT THE INTENDED RECIPIENT, YOU ARE NOTIFIED THAT ANY DISCLOSURE, COPYING, DISTRIBUTION OR THE TAKING OF ANY ACTION IN RELIANCE ON THE CONTENTS OF THIS INFORMATION IS STRICTLY PROHIBITEDIF YOU HAVE RECEIVED THIS TRANSMISSION IN ERROR, PLEASE IMMEDIATELY NOTIFY US BY TELEPHONE AT [redacted] , OR FAX AT [redacted] , TO ARRANGE FOR RETURN OF THE DOCUMENTSTHANK YOU FOR YOUR ASSISTANCE
Complaint: [redacted] I am rejecting this response because: I am extremely disappointed with the integrity of this company and the response they have providedThe commercials on t.vhave NEVER stated that you need to be a member in order to get a hour massage for I have NEVER been a member of this or any other massage company I have purchased massages at least times for family members and have never been told that they will only receive a massage for for the price "IF" they are members My family and I have also included the tip when purchasing these gift cards and again, have never been made aware that the "gratuity" should or will not be included The last gift card for a full body massage and foot massage "or" products was purchased by one of my sons last year for Christmas and he was Not told these services could not be included At the time I used a partial portion of his (if not more) gift card, I did not have time to have the foot massage or time to look over the products for the remaining amount in the gift card When I mentioned this to the girl at the front desk, she DID NOT tell me the gift card could or should not be used for these services either I find this response from Massage Heights extremely dishonestIf this is the way they continue to treat customers, I will never use or recommend them again Regards, [redacted]
The complainant has contacted Massage Heights Franchising, LLC, the franchisor, regarding utilization of a Gift Card at the Massage Heights Alamo Heights Retreat The Retreat referenced is owned and operated independently by Strategic-partner, Jen Burlington, who is copied here It is
recommended that the complainant contact the owner of the Retreat by writing to *** or calling the Retreat Director.However, it is Massage Heights policy, in general that Gift Cards used by a Member are honored for services performed at the current Member rate Gift Cards presented by a Non-Member are utilized at the current Non-Member rate for services performed Gift Cards do not expire and can be used at any Massage Heights location in the USA and Canada However, Gift Cards are not sold for a particular services, such as a massage, or a massage with gratuity, or a massage plus Hot Stone Therapy and a gratuity; Gift Cards are sold for the requested dollar amount The purchaser might be a Member and may use them for their own services at the Member rate Gift Cards are frequently sold to Members who give the Gift Card as a gift for a special occasion to a Non-Member Depending on the dollar amount included in the Gift Card, they may or may not cover all services requested by the gift recipient, depending upon whether the recipient is a Member or Non-Member or requests additional services the Gift Card amount will not cover
As all Massage Heights Retreats are independently owned and operated, please contact the Strategic-partner (copied above) by email who owns the Alamo Heights Retreat for any additional questions you may have regarding your question about redeeming a Gift Card at the Alamo Heights Retreat We regret that you disagree with the Massage Heights system-wide policy.It is our system-wide policy and is correct that Members may redeem Gift Cards at the Member rate, and Non-Members do redeem Gift Cards at the Non-Member rate The only exception to this policy is if the recipient of the Gift Card is redeeming their Gift Card as a first-time Guest at a Massage Heights Retreat, or if they have been invited back within the first six months of their initial visit to a Massage Heights Retreat If that is the case, they may redeem their Gift Card at the Introductory rate that prevails for that territory by invitation.Additionally, if the Guest has not visited a Retreat in six months or more, they may be entitled to a First Introductory services rate at the First Introductory rate advertised by the Retreat they are visiting The First Introductory rate varies in different parts of the country and from one territory to another If a Guest is neither a Member or a Non-Member who has been invited to return for a Second Introductory rate, then they would redeem their Gift Card toward the total they will be charged as a Non-Member
Massage Heights Franchising, LLC has contacted the franchisee and did assist to put the Member in contact with the owner of the business so they may research their files and correct any problems or issues accordingly and directly with their Member
Dear ***, Thank you for calling Massage Heights Corporate, LLC today regarding the complaint received by one of our Members at the Massage Heights Alamo Heights Retreat location on Broadway here in San Antonio, TXI have been in contact with *** *** who is the new owner of the
location in question. This location was closed for hours while Ms*** was in the process of acquiring the location from the previous owner, Mr*** of *** ***. Apparently there was a landlord issue which has since been resolved and the transition has smoothly taken place since that one-day “hitch” when the Member was actually at the store. Ms*** has been in touch with the complainant who is very pleased with our services offered at the Alamo Heights Retreat, has signed or continued with her Membership Contract, and does not wish to cancel or be refunded her membership dues now that she realizes the Retreat was only temporarily closed for a few hours while the previous owner and the landlord made the situation correct for the new owner. This location is over years old and is the flagship Retreat for Massage Heights. We are pleased the Member continued to be satisfiedApparently the complaint was lodged with the Revdex.com immediately following the closed day incident. Because the Revdex.com had my incorrect email address (which you have corrected today to ***) the corporate office was not notified of the original Retreat at time of complaint. Thank you for calling today and correcting the record and updating the case for all parties. We appreciate your involvement in assisting us as business owners and as a franchisor an opportunity to resolve any misunderstandingsHave a lovely weekend, ***! Regards, *** ** ***
Please see the response from Massage Heights Franchising, LLC to complaint #*** ***:Massage Heights Franchising, LLC is the franchisor (licensor) of Massage Heights, and does not own or operate any of the Massage Heights locations. Each location is independently owned and operated by
franchisees licensed to use the Massage Heights brandA franchise owner (franchisee) operates its personal business with a DBA, Massage HeightsCustomer service, among all other aspects of running a business, is managed by the franchisee as an owner and operator of their business. Furthermore, because the guests pay the franchisee for products and services, it is the franchisee’s responsibility to provide the guests with said products or services, or to refund moneyWe as franchisor do not have access or the discretion to refund the money on the franchisee’s behalf. In this particular matter, the issue that occurred was due to an error in the systemwide softwareBecause this was out of the franchisee’s control and because we greatly appreciate our brand’s members, we responded to Ms***, resolving her compliant with a full refund.Should you need additional information, please let me know.Best,*** ***ParalegalMassage Heights Franchising, LLC*** ** *** *** *** *** ***
*** *** ** *** ext***
Complaint: ***
I am rejecting this response because: The response I have received from Massage Heights is not sufficient to satisfy me. As I have previously stated, I have gone to the Alamo Heights Massage Heights and NEVER ran into this problem until a few months ago. I was NEVER shown or SPOKEN to regarding your policy. I was asked 2-times if I would like to become a member from those receptionists that accepted my "gift cards". NO ONE ever told me I needed to pay more. I had my one hour massage with no problems all those times I went for a massage and paid with my "gift card"Again, with no one asking for more money. The Member, Non-Member, first-time guest, First Introductory, Second Introductory rate jargon is very confusing. All I am asking for is for the "gift cards" I was given as gifts, be redeemed in cash as I formerly stated. My sons & I bought these "gift cards" with good intentiothe receiving party would enjoy the one hour massage that your company advertises "without any strings attached". I would like the money that my sons & I spent for these cards to be given back to me so I can continue to go elsewhere and receive the gifts that I was intended to receive as a good gesture from my sons & my gift that I had bought for my husband. It is extremely disappointing that this company, Massage Heights continues to give me the run around instead of stepping up and doing the right thing after my sons and I have been conned.
Regards,
*** ***
This complaint was received by Massage Heights Corporate, LLC which is the franchising office. Each franchise is independently owned and operated, therefore the complaint has been forwarded to the Massage Heights Deerfield Retreat email address to give the Retreat Director an opportunity to respond...
directly. The franchise office has no records regarding our franchisees' membership credit card records or notes and other records.
Massage Heights Franchising, LLC is the franchisor (licensor) of Massage Heights, and does not own or operate any of the Massage Heights locations. Each location is independently owned and operated by franchisees licensed to use the Massage Heights brand. A franchise owner (franchisee)...
operates its personal business with a DBA, Massage Heights. Customer service, among all other aspects of running a business, is managed by the franchisee as an owner and operator of their business. Furthermore, because members/guests pay the franchisee for products and services, it is the franchisee’s responsibility to provide the guests with said products or services, or to refund money. We as franchisor do not have access or the discretion to refund the money on the franchisee’s behalf. The monthly membership dues paid by members provide access to Massage Heights services at a discounted rate. The monthly dues also include an agreed upon monthly service, which is understood to be used monthly. If the member does not use a service, they will accumulate until used, so long as the member’s account is in good standing, and the Massage Heights location is open and operating, as clearly outlined in the membership agreement, which each member signs. With regard to a Massage Heights location closing: the policy within the Massage Heights brand is to provide members with written notice of a location closure at least thirty days prior to closing. As set forth in the Terms and Conditions of the Membership Agreement, members have 90 days from the date a location closes to utilize any unused monthly services, and unused monthly services do not have any monetary or exchange value and members will not receive a refund of any dues that have been paid. Following 90 days after closure, the unused monthly service credits expire. In addition, upon signing the Membership Agreement, each member agrees to provide the location with current, accurate, complete and updated information and to promptly notify us of any changes in their membership data. Ms. [redacted]’s closing notice was sent to her email address that was on file at the location. Because the franchisee followed proper protocol and acted in compliance with the membership agreement, the franchisee choose not to grant Ms. [redacted] a refund. Should you need additional information, please let me know.Best,[redacted]ParalegalMassage Heights Franchising, LLC[redacted]
[redacted]
[redacted]CONFIDENTIALITY NOTICE: THIS EMAIL TRANSMISSION, INCLUDING ANY DOCUMENTS ACCOMPANYING IT, MAY CONTAIN CONFIDENTIAL INFORMATION BELONGING TO THE SENDER THAT IS PROTECTED BY PRIVILEGE. THE INFORMATION IS INTENDED ONLY FOR THE USE OF THE INDIVIDUAL OR ENTITY NAMED ABOVE. IF YOU ARE NOT THE INTENDED RECIPIENT, YOU ARE NOTIFIED THAT ANY DISCLOSURE, COPYING, DISTRIBUTION OR THE TAKING OF ANY ACTION IN RELIANCE ON THE CONTENTS OF THIS INFORMATION IS STRICTLY PROHIBITED. IF YOU HAVE RECEIVED THIS TRANSMISSION IN ERROR, PLEASE IMMEDIATELY NOTIFY US BY TELEPHONE AT [redacted], OR FAX AT [redacted], TO ARRANGE FOR RETURN OF THE DOCUMENTS. THANK YOU FOR YOUR ASSISTANCE.
The Massage Heights Vintage Park members have contacted the Massage Heights Franchising, LLC office through the Revdex.com website. This complaint does not regard a practice of the franchisor, Massage Heights Franchising, LLC. Please direct the complaintant to the Strategic-partners, [redacted]...
and [redacted] who are copied here, and [redacted] their partner at their Massage Heights email addresses. Each Massage Heights business is independently owned and operated.Membership privileges do include services that do indeed accumulate or roll over, as stated. If a Member wishes to cancel this current contract after the Initial Term, their contract states they must do so in writing. The owner or Strategic-partner or the operating partner appointed can provide the proper document to request cancellation. The Member must follow up by actually turning in the signed request. There is a stated Cancellation Period in which the system will bill the Member which affords the Member an opportunity to utilize any accumulated Service Credits. At the end of the Cancellation Period, the Member's privileges are terminated and the membership itself is Terminated, per contract. We suggest the Member contact the Strategic-partners listed above and verify whether a signed Request for Cancellation Form has been processed; if the request has never been signed or received, the Membership will continue until the Member complies with the cancellation procedures listed in their contract.
Complaint: [redacted]
I am rejecting this response because: I am extremely disappointed with the integrity of this company and the response they have provided. The commercials on t.v. have NEVER stated that you need to be a member in order to get a 1 hour massage for 49.99. I have NEVER been a member of this or any other massage company. I have purchased massages at least 5 times for family members and have never been told that they will only receive a massage for for the 49.99 price "IF" they are members. My family and I have also included the tip when purchasing these gift cards and again, have never been made aware that the "gratuity" should or will not be included. The last gift card for a full body massage and foot massage "or" products was purchased by one of my sons last year for Christmas and he was Not told these services could not be included. At the time I used a partial portion of his 99.00 (if not more) gift card, I did not have time to have the foot massage or time to look over the products for the remaining amount in the gift card. When I mentioned this to the girl at the front desk, she DID NOT tell me the gift card could or should not be used for these services either. I find this response from Massage Heights extremely dishonest. If this is the way they continue to treat customers, I will never use or recommend them again.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:As a franchisor, Massage Heights Franchising, LLC collects royalties from its franchisees and therefore has a fiduciary duty and responsibility to ensure the professional and ethical practices of their franchisees. in addition, Massage Heights was notified of the cancellation timely but they delayed the signing of their form. Massage Height did not render services for 3 massages and we're notified of cancellation in a timely manner. There is no reason we should be paying an extra month for services.
Regards,
[redacted]
This complaint was received by Massage Heights Corporate, LLC which is the franchising officeEach franchise is independently owned and operated, therefore the complaint has been forwarded to the Massage Heights Deerfield Retreat email address to give the Retreat Director an opportunity to respond directlyThe franchise office has no records regarding our franchisees' membership credit card records or notes and other records
The Massage Heights Vintage Park members have contacted the Massage Heights Franchising, LLC office through the Revdex.com website This complaint does not regard a practice of the franchisor, Massage Heights Franchising, LLC Please direct the complaintant to the Strategic-partners, [redacted] and [redacted] who are copied here, and [redacted] their partner at their Massage Heights email addresses Each Massage Heights business is independently owned and operated.Membership privileges do include services that do indeed accumulate or roll over, as stated If a Member wishes to cancel this current contract after the Initial Term, their contract states they must do so in writing The owner or Strategic-partner or the operating partner appointed can provide the proper document to request cancellation The Member must follow up by actually turning in the signed request There is a stated Cancellation Period in which the system will bill the Member which affords the Member an opportunity to utilize any accumulated Service Credits At the end of the Cancellation Period, the Member's privileges are terminated and the membership itself is Terminated, per contract We suggest the Member contact the Strategic-partners listed above and verify whether a signed Request for Cancellation Form has been processed; if the request has never been signed or received, the Membership will continue until the Member complies with the cancellation procedures listed in their contract
Massage Heights Franchising, LLC is the franchisor (licensor) of Massage Heights, and does not own or operate any of the Massage Heights locations Each location is independently owned and operated by franchisees licensed to use the Massage Heights brandA franchise owner (franchisee) operates its personal business with a DBA, Massage HeightsCustomer service, among all other aspects of running a business, is managed by the franchisee as an owner and operator of their business Furthermore, because members/guests pay the franchisee for products and services, it is the franchisee’s responsibility to provide the guests with said products or services, or to refund moneyWe as franchisor do not have access or the discretion to refund the money on the franchisee’s behalfThe monthly membership dues paid by members provide access to Massage Heights services at a discounted rateThe monthly dues also include an agreed upon monthly service, which is understood to be used monthlyIf the member does not use a service, they will accumulate until used, so long as the member’s account is in good standing, and the Massage Heights location is open and operating, as clearly outlined in the membership agreement, which each member signsWith regard to a Massage Heights location closing: the policy within the Massage Heights brand is to provide members with written notice of a location closure at least thirty days prior to closing As set forth in the Terms and Conditions of the Membership Agreement, members have days from the date a location closes to utilize any unused monthly services, and unused monthly services do not have any monetary or exchange value and members will not receive a refund of any dues that have been paidFollowing days after closure, the unused monthly service credits expireIn addition, upon signing the Membership Agreement, each member agrees to provide the location with current, accurate, complete and updated information and to promptly notify us of any changes in their membership dataMs***’s closing notice was sent to her email address that was on file at the location Because the franchisee followed proper protocol and acted in compliance with the membership agreement, the franchisee choose not to grant Ms [redacted] a refundShould you need additional information, please let me know.Best, [redacted] ParalegalMassage Heights Franchising, LLC [redacted] ***CONFIDENTIALITY NOTICE: THIS EMAIL TRANSMISSION, INCLUDING ANY DOCUMENTS ACCOMPANYING IT, MAY CONTAIN CONFIDENTIAL INFORMATION BELONGING TO THE SENDER THAT IS PROTECTED BY PRIVILEGETHE INFORMATION IS INTENDED ONLY FOR THE USE OF THE INDIVIDUAL OR ENTITY NAMED ABOVEIF YOU ARE NOT THE INTENDED RECIPIENT, YOU ARE NOTIFIED THAT ANY DISCLOSURE, COPYING, DISTRIBUTION OR THE TAKING OF ANY ACTION IN RELIANCE ON THE CONTENTS OF THIS INFORMATION IS STRICTLY PROHIBITEDIF YOU HAVE RECEIVED THIS TRANSMISSION IN ERROR, PLEASE IMMEDIATELY NOTIFY US BY TELEPHONE AT [redacted] , OR FAX AT [redacted] , TO ARRANGE FOR RETURN OF THE DOCUMENTSTHANK YOU FOR YOUR ASSISTANCE
Complaint: [redacted] I am rejecting this response because: I am extremely disappointed with the integrity of this company and the response they have providedThe commercials on t.vhave NEVER stated that you need to be a member in order to get a hour massage for I have NEVER been a member of this or any other massage company I have purchased massages at least times for family members and have never been told that they will only receive a massage for for the price "IF" they are members My family and I have also included the tip when purchasing these gift cards and again, have never been made aware that the "gratuity" should or will not be included The last gift card for a full body massage and foot massage "or" products was purchased by one of my sons last year for Christmas and he was Not told these services could not be included At the time I used a partial portion of his (if not more) gift card, I did not have time to have the foot massage or time to look over the products for the remaining amount in the gift card When I mentioned this to the girl at the front desk, she DID NOT tell me the gift card could or should not be used for these services either I find this response from Massage Heights extremely dishonestIf this is the way they continue to treat customers, I will never use or recommend them again Regards, [redacted]
The complainant has contacted Massage Heights Franchising, LLC, the franchisor, regarding utilization of a Gift Card at the Massage Heights Alamo Heights Retreat The Retreat referenced is owned and operated independently by Strategic-partner, Jen Burlington, who is copied here It is
recommended that the complainant contact the owner of the Retreat by writing to *** or calling the Retreat Director.However, it is Massage Heights policy, in general that Gift Cards used by a Member are honored for services performed at the current Member rate Gift Cards presented by a Non-Member are utilized at the current Non-Member rate for services performed Gift Cards do not expire and can be used at any Massage Heights location in the USA and Canada However, Gift Cards are not sold for a particular services, such as a massage, or a massage with gratuity, or a massage plus Hot Stone Therapy and a gratuity; Gift Cards are sold for the requested dollar amount The purchaser might be a Member and may use them for their own services at the Member rate Gift Cards are frequently sold to Members who give the Gift Card as a gift for a special occasion to a Non-Member Depending on the dollar amount included in the Gift Card, they may or may not cover all services requested by the gift recipient, depending upon whether the recipient is a Member or Non-Member or requests additional services the Gift Card amount will not cover
As all Massage Heights Retreats are independently owned and operated, please contact the Strategic-partner (copied above) by email who owns the Alamo Heights Retreat for any additional questions you may have regarding your question about redeeming a Gift Card at the Alamo Heights Retreat We regret that you disagree with the Massage Heights system-wide policy.It is our system-wide policy and is correct that Members may redeem Gift Cards at the Member rate, and Non-Members do redeem Gift Cards at the Non-Member rate The only exception to this policy is if the recipient of the Gift Card is redeeming their Gift Card as a first-time Guest at a Massage Heights Retreat, or if they have been invited back within the first six months of their initial visit to a Massage Heights Retreat If that is the case, they may redeem their Gift Card at the Introductory rate that prevails for that territory by invitation.Additionally, if the Guest has not visited a Retreat in six months or more, they may be entitled to a First Introductory services rate at the First Introductory rate advertised by the Retreat they are visiting The First Introductory rate varies in different parts of the country and from one territory to another If a Guest is neither a Member or a Non-Member who has been invited to return for a Second Introductory rate, then they would redeem their Gift Card toward the total they will be charged as a Non-Member
Massage Heights Franchising, LLC has contacted the franchisee and did assist to put the Member in contact with the owner of the business so they may research their files and correct any problems or issues accordingly and directly with their Member
Dear ***, Thank you for calling Massage Heights Corporate, LLC today regarding the complaint received by one of our Members at the Massage Heights Alamo Heights Retreat location on Broadway here in San Antonio, TXI have been in contact with *** *** who is the new owner of the
location in question. This location was closed for hours while Ms*** was in the process of acquiring the location from the previous owner, Mr*** of *** ***. Apparently there was a landlord issue which has since been resolved and the transition has smoothly taken place since that one-day “hitch” when the Member was actually at the store. Ms*** has been in touch with the complainant who is very pleased with our services offered at the Alamo Heights Retreat, has signed or continued with her Membership Contract, and does not wish to cancel or be refunded her membership dues now that she realizes the Retreat was only temporarily closed for a few hours while the previous owner and the landlord made the situation correct for the new owner. This location is over years old and is the flagship Retreat for Massage Heights. We are pleased the Member continued to be satisfiedApparently the complaint was lodged with the Revdex.com immediately following the closed day incident. Because the Revdex.com had my incorrect email address (which you have corrected today to ***) the corporate office was not notified of the original Retreat at time of complaint. Thank you for calling today and correcting the record and updating the case for all parties. We appreciate your involvement in assisting us as business owners and as a franchisor an opportunity to resolve any misunderstandingsHave a lovely weekend, ***! Regards, *** ** ***
Please see the response from Massage Heights Franchising, LLC to complaint #*** ***:Massage Heights Franchising, LLC is the franchisor (licensor) of Massage Heights, and does not own or operate any of the Massage Heights locations. Each location is independently owned and operated by
franchisees licensed to use the Massage Heights brandA franchise owner (franchisee) operates its personal business with a DBA, Massage HeightsCustomer service, among all other aspects of running a business, is managed by the franchisee as an owner and operator of their business. Furthermore, because the guests pay the franchisee for products and services, it is the franchisee’s responsibility to provide the guests with said products or services, or to refund moneyWe as franchisor do not have access or the discretion to refund the money on the franchisee’s behalf. In this particular matter, the issue that occurred was due to an error in the systemwide softwareBecause this was out of the franchisee’s control and because we greatly appreciate our brand’s members, we responded to Ms***, resolving her compliant with a full refund.Should you need additional information, please let me know.Best,*** ***ParalegalMassage Heights Franchising, LLC*** ** *** *** *** *** ***
*** *** ** *** ext***
Complaint: ***
I am rejecting this response because: The response I have received from Massage Heights is not sufficient to satisfy me. As I have previously stated, I have gone to the Alamo Heights Massage Heights and NEVER ran into this problem until a few months ago. I was NEVER shown or SPOKEN to regarding your policy. I was asked 2-times if I would like to become a member from those receptionists that accepted my "gift cards". NO ONE ever told me I needed to pay more. I had my one hour massage with no problems all those times I went for a massage and paid with my "gift card"Again, with no one asking for more money. The Member, Non-Member, first-time guest, First Introductory, Second Introductory rate jargon is very confusing. All I am asking for is for the "gift cards" I was given as gifts, be redeemed in cash as I formerly stated. My sons & I bought these "gift cards" with good intentiothe receiving party would enjoy the one hour massage that your company advertises "without any strings attached". I would like the money that my sons & I spent for these cards to be given back to me so I can continue to go elsewhere and receive the gifts that I was intended to receive as a good gesture from my sons & my gift that I had bought for my husband. It is extremely disappointing that this company, Massage Heights continues to give me the run around instead of stepping up and doing the right thing after my sons and I have been conned.
Regards,
*** ***
[redacted]Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
This complaint was received by Massage Heights Corporate, LLC which is the franchising office. Each franchise is independently owned and operated, therefore the complaint has been forwarded to the Massage Heights Deerfield Retreat email address to give the Retreat Director an opportunity to respond...
directly. The franchise office has no records regarding our franchisees' membership credit card records or notes and other records.
Massage Heights Franchising, LLC is the franchisor (licensor) of Massage Heights, and does not own or operate any of the Massage Heights locations. Each location is independently owned and operated by franchisees licensed to use the Massage Heights brand. A franchise owner (franchisee)...
operates its personal business with a DBA, Massage Heights. Customer service, among all other aspects of running a business, is managed by the franchisee as an owner and operator of their business. Furthermore, because members/guests pay the franchisee for products and services, it is the franchisee’s responsibility to provide the guests with said products or services, or to refund money. We as franchisor do not have access or the discretion to refund the money on the franchisee’s behalf. The monthly membership dues paid by members provide access to Massage Heights services at a discounted rate. The monthly dues also include an agreed upon monthly service, which is understood to be used monthly. If the member does not use a service, they will accumulate until used, so long as the member’s account is in good standing, and the Massage Heights location is open and operating, as clearly outlined in the membership agreement, which each member signs. With regard to a Massage Heights location closing: the policy within the Massage Heights brand is to provide members with written notice of a location closure at least thirty days prior to closing. As set forth in the Terms and Conditions of the Membership Agreement, members have 90 days from the date a location closes to utilize any unused monthly services, and unused monthly services do not have any monetary or exchange value and members will not receive a refund of any dues that have been paid. Following 90 days after closure, the unused monthly service credits expire. In addition, upon signing the Membership Agreement, each member agrees to provide the location with current, accurate, complete and updated information and to promptly notify us of any changes in their membership data. Ms. [redacted]’s closing notice was sent to her email address that was on file at the location. Because the franchisee followed proper protocol and acted in compliance with the membership agreement, the franchisee choose not to grant Ms. [redacted] a refund. Should you need additional information, please let me know.Best,[redacted]ParalegalMassage Heights Franchising, LLC[redacted]
[redacted]
[redacted]CONFIDENTIALITY NOTICE: THIS EMAIL TRANSMISSION, INCLUDING ANY DOCUMENTS ACCOMPANYING IT, MAY CONTAIN CONFIDENTIAL INFORMATION BELONGING TO THE SENDER THAT IS PROTECTED BY PRIVILEGE. THE INFORMATION IS INTENDED ONLY FOR THE USE OF THE INDIVIDUAL OR ENTITY NAMED ABOVE. IF YOU ARE NOT THE INTENDED RECIPIENT, YOU ARE NOTIFIED THAT ANY DISCLOSURE, COPYING, DISTRIBUTION OR THE TAKING OF ANY ACTION IN RELIANCE ON THE CONTENTS OF THIS INFORMATION IS STRICTLY PROHIBITED. IF YOU HAVE RECEIVED THIS TRANSMISSION IN ERROR, PLEASE IMMEDIATELY NOTIFY US BY TELEPHONE AT [redacted], OR FAX AT [redacted], TO ARRANGE FOR RETURN OF THE DOCUMENTS. THANK YOU FOR YOUR ASSISTANCE.
The Massage Heights Vintage Park members have contacted the Massage Heights Franchising, LLC office through the Revdex.com website. This complaint does not regard a practice of the franchisor, Massage Heights Franchising, LLC. Please direct the complaintant to the Strategic-partners, [redacted]...
and [redacted] who are copied here, and [redacted] their partner at their Massage Heights email addresses. Each Massage Heights business is independently owned and operated.Membership privileges do include services that do indeed accumulate or roll over, as stated. If a Member wishes to cancel this current contract after the Initial Term, their contract states they must do so in writing. The owner or Strategic-partner or the operating partner appointed can provide the proper document to request cancellation. The Member must follow up by actually turning in the signed request. There is a stated Cancellation Period in which the system will bill the Member which affords the Member an opportunity to utilize any accumulated Service Credits. At the end of the Cancellation Period, the Member's privileges are terminated and the membership itself is Terminated, per contract. We suggest the Member contact the Strategic-partners listed above and verify whether a signed Request for Cancellation Form has been processed; if the request has never been signed or received, the Membership will continue until the Member complies with the cancellation procedures listed in their contract.
Complaint: [redacted]
I am rejecting this response because: I am extremely disappointed with the integrity of this company and the response they have provided. The commercials on t.v. have NEVER stated that you need to be a member in order to get a 1 hour massage for 49.99. I have NEVER been a member of this or any other massage company. I have purchased massages at least 5 times for family members and have never been told that they will only receive a massage for for the 49.99 price "IF" they are members. My family and I have also included the tip when purchasing these gift cards and again, have never been made aware that the "gratuity" should or will not be included. The last gift card for a full body massage and foot massage "or" products was purchased by one of my sons last year for Christmas and he was Not told these services could not be included. At the time I used a partial portion of his 99.00 (if not more) gift card, I did not have time to have the foot massage or time to look over the products for the remaining amount in the gift card. When I mentioned this to the girl at the front desk, she DID NOT tell me the gift card could or should not be used for these services either. I find this response from Massage Heights extremely dishonest. If this is the way they continue to treat customers, I will never use or recommend them again.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:As a franchisor, Massage Heights Franchising, LLC collects royalties from its franchisees and therefore has a fiduciary duty and responsibility to ensure the professional and ethical practices of their franchisees. in addition, Massage Heights was notified of the cancellation timely but they delayed the signing of their form. Massage Height did not render services for 3 massages and we're notified of cancellation in a timely manner. There is no reason we should be paying an extra month for services.
Regards,
[redacted]