Massage Heights of Southpoint

FRAUDULENT BEHAVIOR. This company has admitted to making an error by signing me up for a 6 month contract without my permission. Massage Heights has cost me a total of $412. With 5 months of recurring fee at $64.99, an a additional $87.50 in overdraft fees. HOW DID THIS HAPPEN?On 11/14/15 I was in desperate need of a massage to relieve pain from a preexisting back and neck injury. Following the massage on that day the receptionist informed me about membership options, I declined on the offers. Six months later(4/30/16)I returned to that same location to get another much needed massage. Following this massage I went up to pay at the receptionist desk. There I was told by the receptionist I didn't have to pay and also had 5 or so massages I needed to use by the month of May 2016. COMPLETELY IN SHOCK!I wanted to verify the account information immediately and to my dismay $64.99 had been taken out of my "Bill Pay" (non primary) account for 5 months. Needless to say they couldn't produce a contract and blamed the error on a former manager. I requested the current manager and owner's contact information. The receptionist notified me that the manager would contact me shortly.The following day the manager contacted me and offered the refund and the(remanding 5-6 massages on account) massages for the inconvenience. I agreed that was a good start but I needed time to further review the account inquiries. Upon further review I located a few overdraft fees in the amount of $87.50. Following the discovery I than contacted both manager and owner to present my findings. I was told to provide a screenshot of my account showing the overdraft fee. Initially hesitant, I still provided the screenshot the following day. I later received an email stating a certified letter from the bank was needed as well. When I refused to provide any additional information and demanded my funds to be returned to my account, I was told that an unofficial letter will due.At this point I was beyond frustrated. The nerve of this company "Fraudulently behavior" occurred to my account and they continuously find ways to not refund me or honor the agreement. I haven't even begun to look into my credit information. What type of manager did Massage Heights hire that would do this. Would it be someone who could perhaps STILL YOUR IDENTITY as well!. How can you assure me that identify theft has not and will not occur.On Saturday after several failed attempts of contacting the owner. I went to the location 45 minutes from my home to speak with a manager whom was conveniently unavailable to take a call or respond to an email apparently.When I arrived my simple request was for the manager's agreement to be honored immediately due to the inconvenience of this matter.Long story short the manager wasn't there when I arrived nor the owner. The final decision given to the receptionist on duty was to refund me with only the $324.95 not including overdraft fees nor remanding massages. What type of customer service is this! Massage Height left me more stressed and tense than ever. I'm in much need of a massage, again.Unsatisfied customer still waiting for refund and massages.Desired SettlementRefund including overdraft fees of $412.45. Complementary massages provided as initially agreed upon.Business Response On 10/18/15 [redacted] visited our location for an hour massage at which she came out of the massage asking that we "lay it on her,I want to hear about the membership" she stated she had read our [redacted] reviews and was already expecting us to speak with her about membership. She spoke with our previous director and they agreed on a 6 month membership with us as a year was too much of a commitment. She was asked what card she would like to use for her monthly draft in addition was given the paperwork to sign and have a copy for herself. Without her giving card willingly we would have no way to draft her credit card as we can't see any credit card information for security purposes.On 11/1*/15, the day Ms. [redacted] is stating that we "Fraudulently" signed her up for a membership she actually came in for an hour massage at the member rate of $39.99 since she was a member with us. When Ms. [redacted] called to book a massage on */30/16 she asked how much the massage would cost, upon looking at her account the front desk associate let her know it wouldn't cost anything as she had prepaid massages available. Ms. [redacted] asked how much was being drafted out of her account and had the six months been up yet. She then said she would just speak with us when she came in for the massage. Upon arrival Ms. [redacted] was asked to update intake form as it seems we had misplaced her folder and the therapist would need her to fill out the health form before taking her back. After she came out for the massage she asked to see her signed agreement. Unfortunately we had misplaced her folder with all paperwork. Ms. [redacted] then proceeded to say she wanted to speak with a manager. The next day 5/1/16 when I came into the retreat I called her immediately to try and figure out what was going on. When I spoke with her I did let her know that we had no signed agreement for her as unfortunately we had lost her file. I explained this doesn't normally happen but with human error sometimes mistakes do happen. Ms. [redacted] insisted that she never signed anything or agreed to this. I gave Ms. [redacted] the benefit of the doubt and let her know since I no longer have her paperwork I could do one of three things for her, I gave her the options of refund the unused massages, allow her to use what she paid for with no further drafts, or gift the five hours of massage to friends and family. She told me that she doesn't know where she wants to go with this she would think about it and discuss with family as she was too busy to make a decision at the moment. She said she would get back to me first thing Monday morning. I gave Ms. [redacted] my personal email incase she couldn't get hold of me at the retreat. I didn't hear anything back from Ms. [redacted] until Tuesday 5/3/16 in which she said she wanted corporate to call her and compensate her for her inconvenience. I gave her information to our owner [redacted] and let her know he would be contacting her as we are a privately owned franchise. Ms. [redacted] then let us know that she wanted to be compensated for all six months and overdraft fees as well. We explained to her that we would be happy to refund five months of drafts in the total of $32*.95 as she had received a service for the sixth massage and we wouldn't refund. We offered to compensate for the overdraft fees, we just asked for proof before doing so. When Mrs. [redacted] provided proof it was informal and no way to tell the fees were due to Massage Heights. Never have I said nor anyone else for that matter that she will be getting a refund and the massages as well. We made it clear to her she can choose which option she would like. However in good faith we refunded another $151.99 for the overdraft fees, the sixth massage she received, and also offered her two one hour massages free of charge to use at her leisure. Ms. [redacted] received a refund in a grand total of $*76.9* we also provided her proof of the refunds. Ms. [redacted] has aggressively entered our retreat as well as called us with continued accusations after we reconciled the situation. Consumer Response I'm more than sure any consumer reading this would question the response provided by Massage Heights Southpoint. First, lets begin with the factor your quoting the exact words I allegedly said on 10/18/15. " lay it on her, I want to hear about the membership". Who can remember what a consumer visiting your location close to 8 months ago said verbatim! Than you followed that with, I spoke with your previous director?? (previous> no longer employed) Did you track them down and asked if they could remembered a conversation that took place 8 months ago about a membership, something they would handle daily.This is absolutely a slanderous lie that I may take legal action upon. If Massage Heights Southpoint have a recording of the visit on 10/18/15 please I encourage you to post this to Revdex.com because that recording would further prove I've never agreed to a contractual agreement nor did I sign a contract.I made several attempts to contact [redacted] (director)and [redacted] (owner) in order to confirm when the monies would be refunded to my account and also to express my dissatisfaction, I was ignored throughout this process on many occasions. I than wrote two reviews one on [redacted] and this complaint on Revdex.com. After the reviews were posted the owner called the next day! and than emailed the following below with my responses dates May 10-12th:___Hi **,Pursuant to our conversation let me rehash our path forward:1) we will refund to you the value of the one massage you came in for as part of that 6-month membership (appox $60 but I need to get into the system to confirm)2) we will refund you the estimated $87 in overdraft fees3) I will credit you (2) hour massages for you to use at your leisure.As we agreed and you have accepted this is a reasonable resolution that you will receive the agreed upon once you will take down your 1-star review and retract your Revdex.com complaint.I am sorry for the confusion and misunderstanding and truly hope that you will be a satisfied guest moving forward.Please call me direct with any questions.[redacted]Owner Massage Heights Southpoint[redacted]@massageheights.comB (XXX)XXX-XXXXM (XXX)XXX-XXXX______Good Morning,Moving forward I just wanted to first make sure we are clear. I will not "retract" any statements online, that would implied the situation was untrue and/or damaged my credibility.Mr. [redacted] my dignity is worth far more than $87 and a free massage. My apologies if the communication over the phone wasn't clear. I'm willing to work with you to find a solution that I will share with Revdex.com or any social media review I've posted. The resolution has to be granted to me before I can share any post.Please let me know if this works for you.[redacted]____[redacted] I understand your point of view. To that end l will direct my Director [redacted] to refund that 6th massage (which is a service you already came in and received) as well as refund your reported $87 in bank fees without requiring proof of those fees.I feel this resolution more than fair and I again apologize for any inconvenience this has caused you.[redacted]Sent from my iPhoneAgain, I've provided a screenshot per your request to [redacted]'s email in regards to overdraft fees. I do appreciate you sticking to your word as a business owner an providing me with the following below as discussed. I will do as I said and post the resolutions when granted. I believe this is more than fair seeing that my account was obtained under fraudulent purposes at your establishment.1) $87 overdraft fees2) 6th massage cost covered3) 2 complementary massagesThanks,[redacted]_____The END OF EMAILSOn the 12th of May Massage Heights Southpoint response was posted on Revdex.com. Confused consumer, I thought we came to an agreement but because I refused to "retract" my statements per owner's request clearly this has went from FRAUDULENT BEHAVIOR TO RETALIATORY BEHAVIOR!Consumers beware of this company and check you accounts if they have provided you a service within the past 8 months. Please read the other reviews on this site displaying the similar fraudulent behavior. Allegedly an ex employee could have possibly been the cause of these events. This ex employee that Massage Heights Southpoint once hired if in fact is responsible for this illegal activity who is to say that this ex employee has not stolen more of my personal information??Great news, the complete refund was posted to my account on 10/16/16. I will not let this company attempt to bully me from sharing my experiences.

Company has charged our debit card multiple times for services that were not rendered and refuses to cancel our contract under any circumstance.My fiancé and I ([redacted] and [redacted]) went to Massage Heights Southpoint in November for a couples massage. After the massage, the front desk offered us two options: either pay full price for the couple's massage, which was about $200, or sign up for a subscription, which would be $85 for the first couple's massage and $110 for the next one. Two massages for the price of one sounded great at the time, so we signed up.We scheduled massages twice in December, but due to conflicts and extenuating circumstances, we had to cancel our appointments. The first time, we canceled at least two days in advance. However, we got charged for the massage anyone. When we called and asked for the manager, an excessively rude woman named [redacted] told us that there was no record that we called to cancel, we were marked as no-shows, and under the terms of the contract, we had to pay for the massage.We attempted to brush it off and schedule a second massage a week or so later, but something came up that day, and we had to cancel again. Initially, we were told that if they couldn't find someone else to fill that appointment, we would be charged. However, someone called us 30 minutes later and told us they DID find someone, and he assured us we would not be charged for the appointment.Two days later, we were charged another $110. Both my fiancé and I talked to [redacted] again, who was adamant that we were no-shows, nothing was in their computers indicating we called, let alone canceled. [redacted] was extremely rude to us, insisting that she was right, we were wrong, we were not getting our money back under any circumstances, and we had to abide by the terms of the contract we signed -- which, as it turns out, was for 12-months and had no cancellation policy.My fiancé asked [redacted] who her district supervisor was. She told us Massage Heights Southpoint was independently-owned. She than asked [redacted] who the owner was. She refused to give us his name and told us he lived in Amsterdam. We still do not know for certain who the actual owner of this location is.Eventually, [redacted] would relent on the second appointment, saying she looked through the company's phone records and realized we did call and cancel. However, she continues to refuse to cancel our contract, and my debit card was charged again on January 9, despite the fact that we neither scheduled nor received any services from this company. At this stage, we appear to be on the hook for $1,100 worth of massage services we no longer want from a terribly run business that we want absolutely nothing to do with anymore.We are filing this report because we no longer believe we can receive satisfaction from anyone involved with this company.Desired SettlementWe want Massage Heights Southpoint to terminate all contractual relationships with [redacted] and [redacted] We also want Massage Heights Southpoint to refund [redacted]'s debit card $109.98 for services that were not received, and to promise that they will not apply any further charges to [redacted]'s debit card.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]Copy of the email sent to the customer on Jan 12:Hello [redacted] and [redacted], First off let us apologize for any inconveniences caused during your time here at Massage Heights. We have cancelled your memberships effective immediately and refunded you the monthly payments made on the account. [redacted] you were refunded in the amount of $50 and [redacted] you were refunded the amount of $60. Attached you will find invoices corresponding to both transactions. I'm hoping that this is a start in repairing your relationship with us and you reconsider your review with the Revdex.com. Congratulations on your engagement and your future together. If you have any further questions or concerns feel free to let me know

Fradulent practices, admit they made an error and still ruined my creditI went to this business many months ago for a one time massage. I was asked if I wanted a membership and I declined. Two months later, on review of my credit card statement, there were charges there that I did not agree to from this company. When I called I was told I had signed up for a membership. I told them I had not, and that they needed to investigate. A manager called me to tell me that they had made an error. Upon pushing them, I was told there was on investigation a blank unsigned contract form in my file, yet they had signed me up for a membership despite no contract. I had disputed with my credit card company by this point but was told by the manager not to worry.Fast forward to now, many months later. Out of the blue I get a bill from them saying I owe the above amount past due. I called, the manager called me back again, and told me it was an error and not to worry about it.Today I got a letter from a collection agency for this amount. Now I have to look at my credit report, and now send a certified letter to this agency stating I don't owe them anything, and continue to follow my credit report on top of all of this. I now have to keep on top of one more thing, at my own expense and time, due to your business's dealings.I have submitted a complaint to the [redacted]s about this fradulent behavior. I am in the process of attempting to sell my house and buy another. If I have an inability to conduct this business due to an error on my credit report due to these people then they can also expect to hear from my lawyer as well for damages. You have potentially derailed my ability to conduct my life by this "error" that keeps getting compounded.Of note, the receptionist is also very rude. I ask for manager and/or owner and am told to call back later. When I call again, I am hung up upon. I conduct my business on the phone in much the same vein as I do online- that is, the tone of this missive- firm, but not rude or obscene. I do not expect to be treated rudely nor to be hung up upon when I am seeking a means of resolution. Desired SettlementI want a certified letter from your business stating I owe you no money. I also want a certified letter from the collection agency stating the same. I want you to pay for a credit monitoring report for the next year to make sure that this is entirely taken care of and will not hurt my credit rating and my ability to buy a house.Business Response In speaking with Mrs. [redacted] I indicated to her that the fraudulent activity was identified after she raised the issue to us and the employee in question was not only subsequently let go but is being legally persecuted for her actions and activities. This employees actions in no way shape or form represent who or what we are as an organization and once identified resulted in this persons immediate dismissal.Further we let her know that her being contacted by [redacted] our credit collection agency stems from an automated systems issue that pulls data of past due accounts into their database. We have taken direct action with [redacted] to not only ensure Mrs [redacted] will never agin be contacted by them but for a detailed letter stating that no further action will be taken, her account is not in any way past due AND that no action has been taken against her that would or could result in a mark on her credit.A certified letter will be sent to her from both [redacted] and [redacted] dab Massage Heights Southpoint that these actions have been taken.In my conversation with Mrs [redacted] I gave her my personal email and phone number to reach me direct should she have any additional questions or concerns.Consumer Response This is an acceptable outcome. Thank you.Final Consumer Response