Massage Heights - Nugget Plaza

Review: I had ONE massage at this establishment and the next month they started taking out $69.99 out of my account. I NEVER signed ANYTHING they took my credit card number cuz I paid the ONE massage. I have informed my bank. Upon my research I found other people with the samthing happening to them. This is fraud, using your credit card unauthorized. How can I persue this to the fulliest?Thanks, [redacted]Desired Settlement: Let me know how I can persue this so this DOES NOT happen to anyone else.

Business

Response:

Ms. [redacted], a former member and program holder of Massage Heights, contacted Massage Heights Nugget Plaza regarding the charge to her account. As explained, there was an administrative error and the charge would be immediately refunded to her account. The refund was processed on April 29th, 2014 at 10:39am. We apologized for the inconvenience, explained she would not see any future transactions and thanked her for her business. 

Consumer

Response:

I am rejecting this response because:

Review: I cancelled my contract with them prior to May 2013 and I continue to get monthly charges even after multiple phone calls made to the business. I moved out of state in May of 2013 and cancelled my contract months prior to that. I continue he to get a monthly charge and call every month. Every month I get someone new on the phone who says it was never cancelled. I request to cancel it again and again (every month) and I still continue to get charges. I asked to speak with the manager and owner and never get phone calls back. I requested a new card with my credit card company and filed many fraudulent claims against the company. I just received a new credit card bill and have a $149.97 charge. I have requested to cancel my membership dozens of times, have made dozens of phone calls to the business and my credit card company and I am still continuing to get charged. I want my complete profile out of their system and all monies refunded. I will NEVER deal with a massage heights anywhere in the country again due to this terrible service.Desired Settlement: I want my complete profile deleted out of their system. I will be calling my credit card and filing a fraudulent charge on the $149.97. If they cannot take the claim, I request that money to be refunded to my card.

Business

Response:

July 5, 2014 Response to Case # [redacted] spoke with Massage Heights Nugget Plaza previous management and her account matter was resolved as of February 22, 2014. This complaint was filed prior to that date. If she has any additional questions, we encourage her to contact the retreat. Best regards, Massage Heights Nugget Plaza Management

Review: I went into the Massage Heights in Roseville, CA and wanted one massage, months later realized that I was being charged monthly for services that I never wanted. I called the Merchant (spoke with the manager [redacted] and assistant [redacted]) and they were unwilling to refund the cost of the membership and unwilling to cancel the membership going forward. When I first entered the business, I never expressed interest in a yearly membership. Since January, I have been charged each month by the merchant whom expresses that the only way to cancel is death or moving out of the area. I have requested several times for a manager to call or email me and have not yielded a response to this day. This is a terrible way to do business, I am beyond frustrated.Desired Settlement: I stopped using the massages after January, since then I have been charged each month (7 months as of 07/15/2016). I am requesting that Massage Heights refund each monthly charge since 02/01/2016.

Review: I was given a gift certificate for a massage. I used it in the beginning of January. After the massage I was told about their program. I was not interested at the time and told them I would get back to them if I was. I did not have any further contact with them nor did I go back for any services. I received a call today saying that they could not process my payment due to the fact they did not have a card on file. The reason they do not have a card on file is because I did not enter a contract with them. They are insistent that I am under contract. I will not give them a card but am concerned that this will be a problem with my credit report.Desired Settlement: I want them to understand that I was never under contract and delete me from their files.

Business

Response:

July 5, 2014 Response to Case #[redacted] Ms. [redacted], a guest of Massage Heights, received a service by Massage Heights Nugget Plaza on January 4th, 2014. Upon receiving her service, Ms. [redacted] had expressed interest in a membership program and signed a membership agreement. Per the membership agreement, Ms. [redacted] had a 72 hour grace period to cancel her agreement. Ms. [redacted] was contacted by our location on February 5th, 2014 in regards to her account given the 72 hours had passed. Ms. [redacted] stated there was a miscommunication and asked to close any account with our business. On February 9th, 2014, her request was granted and her account was effectively cancelled. If Ms. [redacted] has any additional questions, we encourage her to contact our new Retreat Director [redacted] so that he may better assist her and provide the customer service she deserves. Best regards, [redacted] Retreat Director Massage Heights Nugget Plaza

Review: Our son went to Massage Heights in Roseville, CA, in November or December of 2013 for a massage. Upon leaving the facility he was approached by the manager, [redacted], to sign up for their program membership. Our son did not sign up for the program. A bill for 94.99 was sent to our address (which is the permanent address for our son who is a student at Cal Poly San Luis Obispo) which was for one month's membership. I immediately contacted Massage Heights and spoke with [redacted]. He admitted that he signed our son up for the membership! Please keep in mind our son did not sign up and there is no signed contract per [redacted]. I asked [redacted] to send me a letter releasing our son, [redacted], from this bill. He said he had no letterhead, so I asked him to email me releasing our son from this bill. He said he would - I never received the email. A couple of weeks later, we received a collection company notice that there was a debt owed to Massage Heights! I went down to Massage Heights and demanded a letter releasing our son from this bill. He said he had cleared the debt with the collection agency, Transworld. My husband went down the next day to retrieve the paperwork I inadvertently left at Massage Heights the previous day (the original bill and the collection agency notice.). He spoke with [redacted] and again [redacted] said the debt had been cleared with Transworld. My husband immediately contacted Transworld, and they said no communication to clear the debt had been sent from Massage Heights. My husband secured the email address for the franchisee and I sent an email explaining the situation and just asked for evidence that this debt had been cleared with Transworld. I sent the email Wednesday, February 19th. I have yet to receive a response. To sum up, the manager, [redacted], at Massage Heights in Roseville fraudulently signed up our son for their program for which he has now been turned over to collection which will reflect on his credit report. Help.Desired Settlement: We want Massage Heights to clear this debt with Transworld and guarantee that this will not be reflected on a credit report in any way shape or form. We are looking into legal action as well.

Business

Response:

July 5, 2014 Response to Case #[redacted] Ms. [redacted], a mother of a guest of Massage Heights, contacted Massage Heights Nugget Plaza regarding a statement she received. She contacted the previous manager [redacted] and spoke with him on the matter. Per Massage Heights Regional Management, I guarantee Ms. [redacted] her son’s credit has not been affected in any manner by Massage Heights Nugget Plaza and the situation was resolved by the previous manager on our end. Transworld was contacted and informed as requested and indicated by the desired settlement of Ms. [redacted]. We are very sorry for the inconvenience and urge Ms. [redacted] to contact the retreat directly if she has any further questions so we may better assist her. Best regards, [redacted] Retreat Director Massage Heights Nugget Plaza

Review: Massage heights mistakenly charged my credit card twice for a single service. After multiple requests I was finally able to get them to credit one of the charges back to my card. Shortly thereafter I received a letter from a collection agency stating I owed not one but both charges. I contacted the manager and was told to disregard the notice. Another week or so goes by and I receive a second notice from the collection agency. I called again today and they told me to disregard once again. I have asked for a written letter stating we were mistakenly double billed and that the credit collection was a mistake and has been rescinded with the account being paid in full with no current of future balance due. Because of how inconsistent and unreliable they have been I felt I need to report this in case they do not follow through. I have spent a tremendous amount of time trying to resolve this and have been unsuccessful. I see many similar stories on Yelp and on Revdex.com and I am very concerned about my credit and their sincerity to help me resolve this.Desired Settlement: Written notification that double billing was a mistake and there is no collection to be made. Also want a written notification from the collection agency this has been resolved with no amount due.Thank you,Alyson

Review: Beginning November 07, 2012, I entered into an agreement for monthly services in the amount of $109.99, monthly, automatically taken out of my checking account. January, 2013, I have surgery that prevented me from using the services, however, my account was charged 5 times, totaling $549.99 for services I did not get during my recovery. On April 16, 2014, I called to alter my contract with company, to cease any new charges for one year, effective immediately, explaining upcoming medical reasons. I wished to continue my contract following this hiatus, but was denied. I asked to use that balance as gifts, or towards product, but was denied. April 19, Employee [redacted] called saying an [redacted] would contact me. Manager [redacted] returned my call asking me to drive to Folsom to hear her new policies and sign a release. On April 24, I scheduled service for massage and facial, am charged another new amount of $109.99, and provided a copy of my agreement. [redacted] is not available. Not satisfied that I will still lose $549.99 for services I did not get, while my account is still being charged, I again requested a meeting with manager [redacted]. Per my phone conversation with [redacted] later in the day, I am offered "to cancel my agreement", however "another charge will to be taken out" for May! Meanwhile, I am advised that I have to use the 5 months of services during the short period of May 1 through June 30, or lose my money. I am advised that my contract will finally expire July 30, 2014.Desired Settlement: I cannot have 5 massages and facials during this time. I understand I will be charged for May, and shall have one monthly service, but I am requesting a refund in the amount of $549.99, as it is impossible to satisfy.

Consumer

Response:

Complaint regarding contract has been satisfied.

Review: I joined Massage Heights in April of 2012. In June 2012 I had to have my left hip replaced. Staring in July of 2012, I tried to stop the contract, they finally stopped it. Then starting in January of 2013 they started charging me again for massages I never received. After many calls to them and my Capital One Credit card Company. And giving them a cancellation letter in March of 2013,When they still were charging my card every month. I contacted my Capital One Company and they reversed three payments on June 2013 and three more on July 2013. Then Massage Heights charged me for a massage in Oct.2013. When calling Capital One again they reversed that charge and put a stop on any more of the charges coming from Massage Heights. Then on Jan. 2014 I received a statement from Massage Heights saying I owed them $119.98 and that it was passed due, with not even showing what was done and when. I feel this is out right harassment and someone needs to look into their billing department. And if they turn me over to collection, or show this on my credit report I will take further actions. I have letters from Capital One as well as a copy of my cancellation letter to Massage Heights.Desired Settlement: I would like you to look into this for me and have this resolved as soon as possible. With a letter from Massage Heights stating that I don't owe them a penny and that they will stop charging for services that were never received. Thank you.

Business

Response:

July 5, 2014 Response to Case #[redacted] signed a 12 month membership agreement on March 11, 2012 at 4:10pm with Massage Heights Nugget Plaza binding her to 12 payments. Ms. [redacted] had requested to cancel her monthly membership and we accepted her cancellation request and processed the cancellation for the end of her initial term. She had made only 7 months of payments and still had 5 payments to fulfill her initial term prior to her reversal of previous payments. Massage Heights was willing to uphold our end of the agreement. Given new management, we would like to resolve this matter as soon as possible for [redacted]. We urge her to contact our new Retreat Director [redacted] to ensure this matter is taken care of properly. Best regards, Massage Heights Nugget Plaza Management

Review: When cancelling my account, I informed Massage Heights that I could not continue to pay for services, they said I'd be taken to collections.

I signed up for a 1 year membership contract with Massage Heights of Roseville, about a year and a half ago. I met the one year obligation but continued to pay for the service through bank debits I authorized when signing up. I had a wonderful massage therapist that helped me deal with carpal tunnel issues, but she left the company, or at least the Roseville location. I had tried others, but only one came close to being as good as Sasha at taking care of the carpal tunnel issues, but then that girl left.

I was told about another great therapist but was unable to get in to see her when my schedule allowed. I continued to pay for the monthly fee of $49.99 for the past 4 months. This past couple of months I have faced some financial difficulties, and decided I had to cut out waste from my budget. I have not used Massage Heights services for the past 4 months, or at least I have 4 months of services accumulated. I looked at my bills as the end of the month approached and realized I wouldn't have the money to cover the automatic payment to Massage Heights, so called Massage Heights to cancel my membership, and let them know I didn't have the money to cover the next payment. I was informed by the woman over the phone that there is a 30 day cancellation policy, and she had no power to change that. She said I had to come into the store to initiate the cancellation, and I could ask for someone who had the power to waive that policy to call me. When I wen into the store and explained my situation to the [redacted] behind the counter, he said, "It's just policy.". When I explained the money is not in my account to cover the payment, he said, "Then you'll be taken to collections." I asked for someone who had the power to change that policy to call me. A guy by the name of RJ called me once, left a message, so I called back after having to listen to his voicemail several times to understand it. When I called him back, he answered the phone, and I proceeded to tell him who I was. He cut me off, saying he was in a meeting and had to call me back. I don't understand people who answer a phone in a meeting, but then say they can't talk.

The Massage Heights charge hit my account, and my bank issued an overdraft warning. On the Tuesday after Labor Day I scrambled to cover the overdraft. Just before the end of the day I went in with all the quarters I could find to cover the overdraft. It was going to be $39 and some change overdrawn. I managed to get $40 to cover that.

I had asked my bank to block the charge, but because it was set up as a debit card charge, it wasn't blocked.

I called the Massage Heights store a couple times over the weekend before the charge hit, and again on the day I was scrambling to head off the overdraft. I wanted to make sure the account was cancelled. Nothing had been initiated because of the request to talk to someone to waive the 30day cancellation policy. I demanded that the account be cancelled because I was not going to pay another dime to them. I had met the one year agreement, and I've never had a company tell me I had to pay them more money after I cancelled a service, ESPECIALLY FOR FUTURE SERVICES. The charge that hit my account on September 3rd added another massage to the ones I already had available to me. If it wasn't for the fact that I didn't have the available funds for paying this past charge, this wouldn't have been and issue. I had to cancel a couple other services and had to let others know I would have to pay them later. Every single other person I dealt with was completely understanding, and flexible. Massage Heights is the only company who had a person who told me I would be taken to collections if I didn't pay. A service that you pay for in advance for future massages. On one phone call to the store I talked to [redacted] and he agreed to make sure my account was cancelled and I wouldn't see anymore charges. The kid that said I'd be taken to collections argued against it!!!Desired Settlement: I the last charge of $49.99 refunded. Moreso, I want the 3 I had paid for over the past 3 months refunded as well, because their is NO WAY I will go into that store and be acosted by the kid that said I'd be take to collections for a massage membership whose obligation of a 1 year contract had been met about 6 months ago. The kid that said I'd be take to collections is from the Folsom store, and has always been a [redacted]. ** is also the most unprofessional [redacted]. TWICE I was told he'd call me after 4:30, but he never called. I don't want to hear from [redacted] or that kid that came from the Folsom store. Anyone, in any business, who tells a person that they will be taken to collections for a bill when they can't pay, is foolish. If that kid had just cancelled my account, or if ** had left an intelligible message on my voicmail,, and had just agreed to cancel my account, I wouldn't have anything bad to say about Massage Heights. Now, I don't want to have anything to do with them, and will tell all my freinds not to go there. Is this the way Massage Heights deals with their customers? Tells them, Too bad if you can't pay, you'll be taken to collections", even for a charge AFTER more than 1 year has been paid for without issue?!?!?

Business

Response:

Initial Business Response

Contact Name and Title: [redacted] D. [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@gmail.com

761 Pleasant Grove Blvd, Ste. #120

Roseville, CA XXXXX

Tel. (530) 919-1749 [redacted]@gmail.com

September 24, 2013

Response to Case # XXXXXXXX

On March 31, 2012, [redacted] visited our Massage Heights Roseville retreat. Mr. [redacted] received a Swedish massage from [redacted] After his service was rendered, [redacted], our Lifestyle Consultant, explained the lifestyle monthly programs available to guests. [redacted] opted into one of these monthly programs with monthly payments of $49.99. He "acknowledged receiving and reading a completed copy of the contract before signing it."

As detailed in the contract and explained prior to his signage, cancellation requests must be accompanied with a "30 day written notice" from the last scheduled payment. This contractual and Massage Heights standard is universal throughout all retreats. This policy is explained to each and every guest prior to signing the contract. To ensure each guest receives equitable customer service, we must uphold and abide by contractual protocols in all fairness to all of the other patrons.

Mr. [redacted] came into the retreat one day prior to his monthly scheduled payment on August 29th, 2013. Our Massage Heights Representative reminded Mr. [redacted] of the corporate cancellation policy he agreed to prior to signing his contract. He stated he refused to make the last payment.

We are very sorry for any inconvenience and dissatisfaction Mr. [redacted] may have experienced with this process. He has been a valuable member of the Massage Heights Roseville community and we thank him for his business. We also apologize if he was offended in any way for that was in no way our intent.

We simply ask that Mr. [redacted] uphold his contractual obligation as we have done for him. Thus, we will not be refunding those payments. If he feels compelled to discuss the matter further, I encourage him to contact me at (XXX) XXX-XXXX or [redacted]@gmail.com. I promise to give him my undivided attention and provide the quality customer service he rightfully deserves.

[redacted] D. [redacted]

Community Liaison

Massage Heights

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Their response is not acceptable. When signing up for their membership they provide a contract that is equivalent to a conract one receives when buying a house. The explanation that every aspect of the contract is explained is ludicrous. The only thing that is explained is that one has a one year obligation, then it continues on a month to month basis.

To say that Massage Heights was only holding me to the terms of the contract to be fair to everyone else is also rediculous. You can not, will not convince me that Massage Heights has never made any concessions to anybody, because of circumstances. To have a customer explain that they could not make anymore payments, because the money was not in their account, and have ANYONE at Massage Heights tell the customer "Then you will be taken to collections" is the WORST customer service EVER!.

Massage Heights is absolutely the worst company I've ever done business with. They literally received $150, or 3 payments for services that were not provided to me. When I cancelled my account I had not used Massage Heights services in a few months. I don't know if I had 2 or three massages ALREADY PAID FOR AND NOT USED, when I was informed I WOULD HAVE TO PAY FOR ANOTHER, EVEN THOUGH THE MONEY WAS NOT IN MY ACCOUNT.

I'VE NEVER RECEIVED SUCH AN ARROGANT ATTITUDE FROM A COMPANY BEFORE IN ALL MY LIFE. TO HAVE A CUSTOMER CALL IN AND EXPLAIN THEY CAN NOT AFFORD TO CONTINUE A SERVICE THEY AREN'T USING ANYWAY, AND THEY REALIZED AS THEY LOOKED AT THEIR FINANCES, THAT THERE WOULD NOT BE ENOUGH MONEY IN THEIR ACCOUNT TO COVER THE SERVICE CHARGE, THEN TELL THEM THEY WILL BE TAKEN TO COLLECTIONS IF THE CHARGE DOESN'T GO THROUGH IS RIDICULOUS. MASSAGE HEIGHTS ALREADY HAD AT LEAST 2 MONTHS OF PAID SERVICES, AND WERE BASICALLY TELLING ME TOO BAD, WE DON'T CARE ABOUT YOUR CIRCUMSTANCES.

To be fair, the first person I spoke to over the phone, a young lady, was very nice in explaining the policy of a 30 day cancellation notice. She instructed me to come in to finalize the cancellation notice, and maybe I could speak with someone about it.

When I arrived, I explained to the kid behind the counter what she had told me, so the phrase that was used in Massage Heights response, the one saying I told them I wasn't going to make anymore payments is inaccurate. I said I wanted to make sure no more charges hit my account because the money was not going to be there. The kid behind the counter, the one with the most arrogant of attitudes is the one who responded "then you'll be taken to collections". That's when I I asked to speak with someone that could actually help me.

I could go on and on about this. Massage Heights is absolutley the worst company I've ever done business with. Most of the people that work there are nice people.

Apparently the owners and managers of Massage Heights are robots to contracts. Again, there is no way you'll ever convince me that there has never ever been any concession to any of Massage Heights customer, to let them out of a contract or allow them to not make a payment.

I pray for each and every owner and manager of Massage Heights to face financial hardship that takes them to a place where they can't pay a bill, especially a bill that isn't a neccesity, and have the creditor of that bill tell them, "Tough, you signed a contract, and it doesn't matter that you have a few credits on your account, you have to pay for another or you're going to be taken to collections".

Up until this happened, I didn't have a problem with Massage Heights. The kid from Folsom, the kid whose name escapes me was probably the only person there that from the moment he arrived was abrasive. I only dealt with him once or twice before, so he wasn't a factor in my opinion of Massage Heights. If I saw him behind the counter, usually there were other people I could deal with, so I'd avoid him.

So, Massage Heights uses their contractual system to steal money from their customers. When I considered cancelling in the past, I had heard from another customer that you lose whatever you've already paid for (that's not true, but maybe she should get a class from Massage Heights in how to understand their contracts).

The other customer is a friend who said she has paid for many months, and not used the massages. She stays with Massage Heights because she'll lose something like 10 massages, or more. I'm surprised that a company would demand customers pay for future services when they cancel. The statement that the contract and 30 day cancellation policy is explained when a person signs up, is funny. It has been about a year and a half or more, so I wonder if the person who wrote the response remembers what they were told by everyone, from a year and a half ago. Assuming the person handing out contracts explained anything. I know I had to call them and ask "How long am I obligated to make payments to Massage Heights", because that wasn't explained. It's my responsibility to read the contract, I know that. I had some serious reservations when I saw how large the contract was. I'll do my best to tell everyone I can to never sign a contract with Massage Heights...

Because Massage Heights can not understand that people face hardhips and their service is not a necessity.

Okay, one more one more thing... I saw the phrase, "If you'd like to discuss this matter further you can contact 'someone' at Massage Heights."

When I asked to speak with "someone" to HOPEFULLY prevent another charge to my bank account, and keep it from overdrafting my account, I received a very hasty, hard to understand voicemail from a guy. I can't remember his name now, but it wasn't until I barely caught he was from Massage Heights in the recording, that I called him back. He answered his phone. I asked him who he was, then had to ask him if he was from Massage Heights because he didn't like that. He said he was from Massage Heights, so I proceeded to explain who I was. He cut me off, saying he was in a meeting. I'll never understand someone who can't talk in a meeting, answering their phone. He said he'd call me back after 4:30 that day. He didn't. This was one of 2 times that I was told he would call me after 4:30, but he didn't.

That was before the charge hit my account. As the first of the month approached I contacted the Massage Heights Roseville store to make sure my account was indeed cancelled. I was told it wasn't because of my desire to speak with someone about the final charge.

AFTER the charge hit my account, and I had to gather all the change in my house to deposit enough money to keep it from overdrafting my account, I went spoke to another person at the Roseville location, and they said to come in to sign the cancellation request, and they would honor the original day I asked to cancel my account.

This explains how EFFING abrasive the kid who told me I would be taken to collections is...

So, I go in to sign the cancellation, because if they don't honor my original request, I'll see another charge because of their "30 day" policy!!! As I enter the lobby and explain why I'm there, the abrasive kid says to me, "no we can't do that. you'll still see another charge on your account." Oh, and get this, this is where I really started questioning if they are just doing their best to take more and more money...he tells me, "Anyway, it's not 30 days from the time you cancel or sign the cancellation, it's 30 days from your last bill." HUH?????

If it's 30 days from the last bill, then no matter when you sign anything you either shouldn't get charged or are going to get charged if it's a short month. OBVIOUSLY Massage Heights Doesn't KNOW WHAT THEIR CONTRACTS SAY, BUT THEY EXPECT US TO BE SCHOOLED ON THE MATTER. LOL LOL LOL

In addition, I remember the abrasive kid saying to me in our original encounter, the day I asked that no more charges hit my account to avoid overdraft charges, he told me no matter what, you'll see 2 more charges. Don't ask me to explain that one.

I think when he said that, that's when I started to lose my patience with him and wanted to speak with someone in authority. I did tell him, "So, no matter what, Massage Heights is going make me keep paying? You'll see I have a few services I've already paid for but haven't used, so why would you make me pay for another?"

His response was, "Oh it's not me, it's policy."

I told him, "I understand it's not you, but you're the one in front of me right now. I'm not getting upset at you, I'm just getting upset at the policy."

Now, understand, I said that because so many people in companies try to use policy as something they can't get around, and use it in a very uncaring manner. "You'll be taken to collections then."

Enough said. I appreciate the Revdex.com getting involved. No, I'm not satisfied with Massage Heights response, nor do I think they will respond appropriately. They haven't al

Final Business Response

As Mr. [redacted] indicated in his response, Massage Heights did explain the year obligation and the month to month basis which must be accompanied by a thirty day written cancellation notice. We explained to him the process again over the phone when he inquired and in person when he came in to the retreat.

Massage Heights does make an effort to help our guests during financial difficulty as we did with Mr. [redacted]. As said before, we are extremely sorry for the account mentioned and the way he felt he was treated. That is not the way Massage Heights does business and we are deeply apologetic.

We did offer Mr. [redacted] a number of options and we are still more than willing to do so. As we have said before, Mr. [redacted] please reach out to us so we can help you through this difficult time. We truly care about our guests. Massage Heights is dedicated to providing high quality preventive healthcare therapy and excellent customer service for each and every individual.

Please contact me at your earliest convenience so I may provide the quality customer service you deserve. My phone number is (XXX) XXX-XXXX and my email is [redacted]@gmail.com.

[redacted] D. [redacted]

Community Liaison

Massage Heights

Review: My husband purchased a gift certificate for me from Massage Heights for a prenatal massage. I went in for my service on January 11, 2014. As soon as I was done with my massage, the receptionist proceeded to inform me of their memberships that they offer. I paid for my service using the gift certificate, and used my debit card to leave a tip for my therapist. The female employee continued to push the membership on me, and I was told that in order for her to print a copy of the suggested monthly membership fees, she would need to use my debit card information and that nothing would be charged or taken out of my account. Again, this was simply to show me what the membership WOULD cost. This was the first red flag. I let the female employee know that I was very uncomfortable signing a piece of paper, including my debit card information, and that I would not like to proceed with the paperwork. I was then again reassured that this paperwork was not a contract for a membership. I left Massage Heights feeling very uncomfortable with the situation, as the female employee was very persistent after being told numerous times that I did not want a membership.On March 11 2014, I was checking my bank account as I frequently do, and noticed a charge of $139.98 from Massage Heights. I immediately called to question these charges and the female employee that I spoke with had confirmed under my account, that there were 2 monthly membership fees charged. I explained my experience with her and was informed that a manager would need to contact me in order to resolve the issue. She was given my contact information and informed me that a manager would contact me. The following day, I attempted to contact Adam over the next few days, only to be told he was not available. I have left my contact information twice now, and he refuses to return the call. I have also contacted my bank, filing a claim to dispute the charges and to block any transactions from this company.Desired Settlement: I would like to be completely removed from this business's system. I will no longer use them for any type of service. I would like to be refunded for the amount that I was told would NOT be taken out of my bank account, and for them to discontinue the membership fees being charged to my account.

Business

Response:

July 5, 2014 Response to Case #[redacted] Ms. [redacted], a guest of Massage Heights, contacted Massage Heights Nugget Plaza regarding the two charges to her account on March 11, 2014. As explained, a manager would be in contact with her within 72 hours to resolve the customer service concern. Per the previous manager’s conversation with Ms. [redacted], the money was refunded to her account on March 14th, 2014 at 12:29pm. We apologized for the inconvenience and assured the individual we have resolved the issue as requested. We wish Ms. [redacted] the best in her future endeavors and thank her for bringing the issue to our attention. Best regards, [redacted] Retreat Director Massage Heights Nugget Plaza

Review: Unauthorized charges were made to my bank account after my membership had expired. The business is unresponsive to the unauthorized charges.

I purchased a 6 month membership from Massage Heights. The enrollment dates are January 05, 2013, and the term of my membership expired July 31, 2013.

There was an unauthorized $59.99 charge in August 2013, which I had taken off of my account because I thought it was fradulent charges, so I had my bank resend me a new ATM card.

October 2, 2013 another unauthorized charge of $59.99 went through on my bank account.

November 4, 2013 another unauthorzed charge of $239.96 was charged to my bank account. This sent me into overdraft and incurred a $27.50 overdraft fee from my bank.

The manager "[redacted]" at the Roseville franchise of Massage Heights is never available to take my calls, and the employees tell me that he will call me back, and then I never get a call back. This has been happening for months now. It is extremely frustrating when customer service is not a priority, and there are fradulent charges being made to a past customer's bank account, and is not being taken seriously or considerately. These charges are not okay. I am confused to the charge of $239.96.

I have not been to the Roseville Massage Heights location since Febrauary 2013. There is no way I could have possibly authorized any charges outside of my membership which ended July 31, 2013. I still have several massages that I have paid for, and now I don't even want to go back because of the poor customer service. I live in Natomas, they are located in Roseville, it is not convenient for me to go to that particular location, otherwise maybe showing up in person would get my issues resolved quicker.Desired Settlement: I want the unauthorized charges in the amount of $337.45 cent credited to my bank account at Golden 1.

October 2013 $ 59.99

November 2013 $239.96

Overdraft fee $ 27.50

Total: $337.45

Business

Response:

Final Consumer Response

I wanted to follow up online and let the bureau know that I received a call from Massage Heights last week. They said they were working on a response to the bureau. I have received my refund. I am not sure what steps need to be completed or followed from this point forward?

Review: This complaint involves the fraudulant business prcatice of The Message Heights establishment, in [redacted] California.Back in March 2011 I signed up for a 6 month membership and gave them my credit card to charge each month. I extended my months but In November of 2011 I had asked the establishment to end my treatments becuase I no longer needed them. I spoke with the staff at the front desk and asked how can I terminate my visits for message. He informed me I needed to give a 30 day notice and said I had 3 messages left that were unused. I said ok and I gave my 30 day notice of terminationfor 12-30-2011.I discovered thatMassage Height refused to stop billing my credit card. I called severl times but the failed to terminate my contract. I did not authorize the charges. They refused to stop. I went to my Bank ([redacted])and filed a fraud case for ileagle use of my credit card and had them cancel the card.This ended the charges. this was done in March of 2012.On January 14,2014 I received a non documented statement form Massage Heights in [redacted] Ca that stated I owe them $686.00. I have not even stepped foot in there estblishment since December of 2011.I was shocked to see a bill 2 years later???. I am investigating the charges and I have contacted a lawyer this is not right and it is fraud!!!Desired Settlement: I would like the charges of $686.00 removed from thier records and if any thing has been reported to collections I need that removed from my credit.

Business

Response:

July 5, 2014 Response to Case #[redacted] Ms. [redacted], a member of Massage Heights, was an active member of Massage Heights Nugget Plaza through January 2013. She contacted our location on January 27, 2014 in regards to her account. The previous manager contacted her back on January 30th, 2014 and resolved the matter with her. If Ms. [redacted] has any further questions or concerns, we encourage her to contact the retreat directly to speak with new management. Best regards, [redacted] Retreat Director Massage Heights Nugget Plaza

Review: I called to cancel my membership due to moving more than 25 miles from any massage heights according to the contract and was told I had to cancel in person. I asked to speak to the manager but never received a return call. After reviewing my contract I cancelled my membership in writing on 10/1/14 . I continued to be charged 59.99/month. I have not been refunded my unused credits and I have now been sent to collections. I was told numerous times that the manager would call me back but she never did. I have sent repeat letters and written to the corporate office but have received no resolution. The company informed the bank that I would continue to received debits on my account. They did not document any of my attempts to communicate with them.Desired Settlement: Cancel my membership as of 10/1/14, refund unused credits as of 10/1/14, and remove my account from collections.