Massage Heights

*** *** signed up for a membership on Aprill 1, She signed and agreed to a month contractOur business is a membership based massage retreatSince we do have a signed agreement with *** she would need to continue her monthly payments as statedPlease see the attached agreementthat
*** was given a copy ofsigned by ***.
If you have any further questions please give me a call at ###-###-####
Kind Regards,
*** ***
Regional Director
Massage Heights Carmel Valley
###-###-####
***

The following was a copy/paste by Revdex.com staff -September 13, 2017 Revdex.com Euclid Ave., 4th Floor Cleveland, OH 44115-yourRevdex.comcleveland.Revdex.com.org Subject: Compaint ID *** - *** *** (client) Dear *** ***: Let me start by saying a
signed contract by the subject client is attachedMassage Heights is membership based, independently owned and operated franchise and we are bound by franchise agreements with the Franchisor, Massage Heights Corporate in San Antonio, Tx. I will provide the history on this accountOn May 6, 2017, Client had his first massage with usOur intro price for a first time massage is $Client was only charged $on this date due to a computer errorAfter someone has their initial massage, we explain to them the advantage of being a Lifestyle Program memberMembers are afforded better rates and can come in as often as they likeClient signed a Membership Agreement on May 6, He chose our lowest rate membership, Three (3) month Foundation Program, which entitled him to one 60-minute massage per month at $+ tax (8%)All membership agreements are on month to month basis after initial term of contract is satisfiedThis is explained to each client when signing upIf client wants to cancel, there is a day window in which to do so, if they change their mind and if they want to cancel after that, we require they send us a letter or email, or fill out a Membership Cancellation request while visiting the retreatThis Client did neither of those thingsThe payment is set up as an automatic draft from Client's account monthly, via credit card on file, and it was established that his first monthly draft would be on June 5, (see attached signed agreement & buyer's initials)This is explained in detail to each and every person who signs an agreement. Once this payment is drafted from his bank, the Client then has a "prepaid" in his program account to use at his discretion, either for two, minute sessions or one, minute session that monthAn additional advantage of membership is, if the Client wants more than a minute service in the month, they can do so at only $plus taxIn this Client's case, he came in for services on May 20, & June 3, and was charged for each $plus tax, which he paid prior to leaving our retreatThe Client's prepaid for his monthly agreed upon rate was not drafted until June 5, Clearly, the Client was taking advantage of his membership rate for additional massages prior to his monthly draft. Client's monthly contractual drafts were taken from his account on 6/5/17, 7/5/17, 8/5/17, which satisfied the month Membership Agreement he signedClient did not request any cancellation days prior to the end of agreementTherefore, per the signed contractual agreement, the month-to-month went into effect at the end of August and on 915/another payment was drafted for $ On 9/9/17, Client's wife called our retreat(All of our incoming calls are recorded for training purposes)She was very nice and said they had another payment deducted and her husband had requested cancellation of his membership agreementMy staffperson, Sara, asked if he had sent a letter or email or had come in to sign a Membership Cancellation RequestClient's wife stated, she thought that he had(Well, the last time the Client was in for a service was on 6/3/and he did not sign a Membership Cancellation Request, nor did the Client at any time mention anything about cancelling his membership.) Sara, explained to Client's wife that she would research the account and have our Assistant Manager on duty that day, call her back in the afternoonClient's wife agreed to await the call back. Our Assistant Manager, Stephanie, called the Client's phone number on file & there was no answerThen Client's wife then called us back on her phoneStephanie told his wife, if he wants to cancel we could do that but needed written noticeClient's wife passed the phone to the ClientStephanie repeated the information to the ClientThe Client got quite angry while Stephanie was trying to explainShe went through everything according to what was explained to him at the first visit when he signed the Membership AgreementThe Client agreed that it was not explained to himHe said he was never told it went month to month (auto-renewcd,cvcn though he signed and initialed in the Membership Agreement)The Client then told Stephanie, "l'm not threatening you; but I already have an email typed of what happened and I can do a lot of damage on social media, so just give me back $120.00"Stephanie told the Client she would waive receiving written notice from him, and that she had cancelled out his contract and had already refunded the September payment of $The Client did not careHe continued to be loud and rude and told Stephanie "I don't want your apology, I just want my money back" and said "You do horrible business"He also told her he was calling our Corporate Office to report us. During this conversation Stephanie tried to explain the following to the ClientSince, he fulfulled the month contractual agreement (June - August), the Client has prepaids available for useIn this Clients case, he has hours of service available to himHe has days from the date of cancellation in which to use these servicesIt was unclear to Stephanie if the Client absorbed any of this information during the conversation.Should you have any questions, please feel free to contact me at *** (cell). Sincerely, Sondra *R***, Owner Massage Heights Strongsville

I wanted to cancel my year membership, expiring 04/My contract states cancel due to moving miles or more from the facility or with a Dr.'s medical excuseIt specifically states:
We reserve the right to change retreat rules, regulations or pricing at any time with reasonable notice
Send a signed and dated written notice of cancellation by registered mail, return receipt requested; or
Personally deliver a signed and dated written notice of cancellation to:
Massage Heights
*** *** ** *** ***
Suite ***
Kansas City, MO
I was NEVER NOTIFIED of any changes to their policyI had been in several times and it was never mentioned nor did I received anything in the mail, or even a phone call or text from Massage Heights
I typed out a notice that said:
I, INSERT MY NAME HERE, wish to cancel my membership with Massage Heights as of 02/13/My doctor is advising that I do not receive massage therapyAlso, included was a copy of

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The manager, ***, who pushed for the sale of a membership was explicit in her response to my concerns regarding a month commitmentShe absolutely told me she was MANAGER and had the authority to cancel anytime*** was not present the day I was at the Carlsbad location having a conversation with *** so she has no ability to make an accurate statement on what was presented to meThe insult to a customer in questioning my honesty is appalling and further speaks to the lack of business integrity for Massage Heights*** took days to answer a call from me and after speaking with people on separate occasions to resolve this, I am certain this is not a business I want to continue a relationship withI will not pay for months of a contract that is not validI specified on the contractIn writing, "month to month per ***" and I did not provide my social security number because it was only month to monthThis ends my relations with Massage Heights and I will absolutely make certain to share my experience with others
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I absolutely disagree with the response, at no time was I rude, I indicated what IRelieve is taking advantage of clients and taking money and rendering absolutelyI servicei started my membership in May, paid for the first month and June and JulyShould not have any charge for Aug or Sept they do not explain at the initial visit that they will charge you month to month they tell you to initial.this is a completely unethical franchise and I will not tolerate being taken advantage of because of unethical sales tactics that are used by this companyi will continue to post on there website so all new clients are not taken advantage of as I wasdisgusted with response, though it does not surprise me that it would respond as it seems to be what they believe is the correct way to treat their customersif their business is so great why would they not call and ask if you would like to renew instead of take your money for no servicei still feel I should be reimbursed for August as service was never used
Regards,
*** ***

To Whom It May Concern:
class="MsoNormal" "margin: 0px background-"> First and foremost, please note that Massage Heights franchises are individually owned and operated; and there has been a change in ownership and management team for the [redacted] location as of the of [redacted], so my response is based on the information I have available to me
We do, in fact, have an agreement on file for a 6-month agreement for a membership for [redacted]'s son. Since he is a minor, [redacted]'s authorization is required and she has signed and initialed accordingly, to acknowledge the terms of the agreement. As outlined in the agreement, ‘prepaids' are available for use towards services for the duration of the entire term of the membership as long as the membership is current.
As [redacted] noted within the complaint and the background details, the agreement was purchased/signed for on [redacted] and the membership expired [redacted]. As of [redacted], the membership was no longer current thus ‘prepaids' were no longer available as of this date—in accordance of the agreement.
Standard ‘No-Show' and cancellation policies were also agreed upon in the agreement. As [redacted] provided in her complaint, a ‘no-show' was, indeed, recorded in our system in [redacted]. However, associated fees were not assessed as a courtesy, due to the urgent and sensitive nature that caused the ‘no-show'
Our highest priority is to accommodate our guests with the utmost highest quality in customer serviceIt is not uncommon for us to allow a member to use expired prepaid(s) towards services, so long as they are within reason and with management approval. However, again, we make this exception as a courtesy to provide the best possible customer experience
Since her initial phone call to our retreat, I have since reached out to [redacted] to extend this very courtesy—despite the fact that the ‘prepaids' expired well over three months ago; as well as dispel any miscommunication or misunderstanding regarding the signed agreement, with the intent to provide a copy of the agreement we have on file for the sake of transparency
Lastly, to touch bases on the claim that there is a class-action lawsuit filed against Massage Heights. Let me be clear that I am not a trained or licensed attorney so the following is based on my own personal opinion. I am not aware of nor believe that there are any lawsuits against Massage Heights—corporate, franchised, or otherwise—based on my own, personal research completed internally (from reaching out to my senior-level management team) and externally (from publicly-accessible information and various other sources). Again, this based on my own findings
[redacted] stated in her "Desired Settlement" that she would like to use the one remaining facial that was paid for but not received. As aforementioned, I have personally reached out to her by phone and left a voicemail-- to no avail

My name is Jon, and I'm the Retreat Director at this location.  I've contacted Sarah on 2 separate occasions (2/1/18 & 2/7/18), and she has yet to return my call.  Also, we have documentation of every monthly transaction for [redacted] membership with us, and her price has never changed...

or fluctuated, at any point in time.  She joined as a member in March of 2017, with her first payment of $64.79 coming out April 2017. Her payment every month thereafter has also been $64.79.  As for her canceling her membership, we did receive correspondence on 2/1/18 like she said, however, per our contract, which she signed and dated, we require a 30 day notice upon cancellation.  Therefore she would owe her February 7th payment of $64.79, as her request to cancel on 2/1/18 was not within the 30 days.

Dear [redacted],Clearly, Mr. [redacted] has not understood the detailed information provided that clearly defined the scope of the contract he signed. Mr. [redacted] was provided with a three month membership and his membership dues were collected for three months as committed to by Mr. [redacted]. As a member Mr. [redacted] took advantage of his membership to receive additional services at a reduced rate beyond those defined in his contract (3 months paid dues). As a result Mr. [redacted] has three hours of service to his credit which he has ninety days to take advantage of.  This was all clearly explained in the prior communication. There is no refund due according to the contract, which was explained in detail initialed and signed by Mr. [redacted].  We look forward to Mr. [redacted] returning to take advantage of his three remaining hours of service. Upon completion of his three hours we look forward to Mr. [redacted] renewing his membership.RegardsJames *. R[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear Once again, I fully understand your policy which is to deceive your clients and take money without rendering services. tell me I have 3 hrs of service at a establishment I believe to be unethical is ridiculous. I would not return to Massage heights if it was free at this point.I gave them every chance to resolve this issue, they remain deceptive in their practice, there representatives do not clearly explain that you will be continued to be charged and fail to tell you that the only way to stop them from charging you is if you write them a letter. You would believe if they were ethical they would contact clients who did not come in or schedule appointments before they continued to take moneyDisgusted with the comments that I was rude or told them anything that was not factual, respond by saying I do not understand, another insult, No services rendered, kept taking money from my account, no courtesy to email or call. This I consider theft. What is really funny that if you read other posts about there company it has happened to others as well. should beinvestigated to see how many customers are still being charged and do not know that money is coming out of account, shamefulI expect another email back insulting my intelligents, and offering me service I don't want from a deceitful company.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I had submitted a written request to cancel my membership and massage heights has lost it. In fact they even did not share the membership contract details which I requested. I used the second vice in January because I had not used the service which I had already paid for. Massage heights has not responded to my calls and has not been co operative in providing the services which they charged me for. I request a complete record of when the services have been used and how long they have been charging me for these services and also a record of the membership agreement mailed to me.  I stand by my stance of asking my money back.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 
I had submitted a written request to cancel my membership and massage heights has lost it. In fact they even did not share the membership contract details which I requested. I used the second vice in January because I had not used the service which I had already paid for. 
Massage heights has not responded to my calls and has not been co operative in providing the services which they charged me for. I request a complete record of when the services have been used and how long they have been charging me for these services and also a record of the membership agreement mailed to me.  I stand by my stance of asking my money back.
Regards,
[redacted]

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This is my one stop shop for cars!!

Thank you Prado Auto Sales, for making it fun!

[redacted] did not at any point cancel her membership, in fact she continued to use our services into 2016.  The membership agreement both parties abide by specifically states that in order to cancel a...

membership it must be in writing, she did not submit this cancellation request in writing and no one at Massage Heights would cancel a membership without it.  Naturally, since Ms. [redacted] didn't follow the terms of her membership she is not entitled to a refund.  She did have a chance to speak with the on site Retreat Director and the Regional Director.  Regional Director compromised by doing an immediate cancellation of her account (waiving the 30 days and final payment) and offered to extend the prepaid massages she had an additional 60 days and send over a copy of signed agreement so that we may review the details together to better communicate.  It is always our goal for each member to completely understand their contract, enjoy our services and when they no longer choose to use our services we make every effort to process it in a timely manner and part amicably.  We hope that once Ms. [redacted] reviews her membership agreement she will understand there was nothing nefarious or dishonest at play.  Thank you so much!

We have canceled out [redacted]'s membership and issued a credit in the amount of $20.00 on 8/5/16.  Cancelling out his membership as requested by Mr. and Mrs. [redacted] adjusted his massage rate to the non member rate which is $99.98.  Thank you,Lyndsey

April 7, 2016To whoever it may concern:Complaint Reference #[redacted]These are the acts in response to this complaint:1) On September 23rd, 2014 Ms. [redacted] signed and received a copy of our contract for therapeutic massages with Massage Heights. Page #2 of the contract clearly outlines our...

cancelation policy; to which Ms [redacted] agreed to. 2) On March 8th 2016 Ms. [redacted] and I, lucio C[redacted]-manager, spoke about her options so that she could use what she already paid for. One of these options was to freeze her account; this is the same form/option she had used back on 2/25/2015. 3) On her words "I call them pls freeze my account..." I gave a freeze form on March 8th which as of today we are yet to receive. 4) March 23rd, this client delivered her cancelation form; not on the 22th as she told you  5) It is difficult to read people's mind. It is easy to apply facts!Lucio S. C[redacted] — Manager

03.18.2016[redacted]Revdex.com[redacted] RE: Complaint ID #[redacted] Customer:  [redacted]...

[redacted]Dear Ms. [redacted]: I am writing in regards to the above captioned complaint which we received via your office in regards to Ms. [redacted].   As a background, Massage Heights Bakery Square offers therapeutic massage and facial services.  Our retreat runs on a membership based business model, to guests who are interested.  You do not need to become a member to obtain services, but you are offered a discount if you are enrolled in a Lifestyle Program.  The programs that we offer are a 3, 6, 12-month commitment and go into auto renew (which is month to month with no commitment) after the term, at their option.  Each month, the guest is charged and is allotted a prepaid service, depending on their program level.  They can use these services at their own discretion and their prepaid services will continue to be available to them as long as their membership is active.  If a guest decides that they want to come more often, they receive a further discount for their services.  As stated, you can come back as a non-member and pay full price, which is still below the market value.  In addition, we offer a discount for guests who do not want to commit to a program, but still visit frequently.  They are called “Frequent Guests”.  This membership receives a 10% discount on all services.   In regards to the customer above, Customer [redacted] visited our retreat on 01.29.2016.  She received a facial & massage service.  After the completion of her services, her skin therapist walked her to the lobby in order to check out (pay for her services).  Upon arriving in the lobby, the skin therapists were speaking to Ms. [redacted] about the concerns that she had expressed regarding her skin.  The skin therapists gave Ms. [redacted] her suggestions for a new skin care regimen and recommended her professional products that she could purchase.  Further, her massage therapist meets her in the lobby and explained what she found during her massage and gave her recommendations for tension and pain relief.  These suggestions were centered around stretching and heat/ice alternations.  Because we offer only therapeutic services, it is very important that we relay these to the guests as well as taking the appropriate SOAP notes as required.    At that time, Ms. [redacted] proceeded to check out with our Lifestyle Consultant.  She was very happy with her services and stated that she wanted to come back more often.  When a guest has never been to our retreat and they express that they would like to come back more often, we explain our lifestyle programs to them as they are the most cost efficient.  As I stated, you do not need to be a guest to receive services, they are simply more cost effective.  Once our Lifestyle Consultant explained the program, Ms. [redacted] decided that she wished to become a member at our retreat.  The Lifestyle Consultant agreed to defer her first payment for 30 days and she received her services for that day at the member rate.  She also executed a Membership Agreement on this date (attached hereto) detailing all of the specifics of her agreement.  She received a copy of this agreement and that concluded her business for that day.   On 02.29.2016, Ms. [redacted]’s first charge of the agreement was due, but did not process because her credit card declined due to insufficient funds.  Our EFTs process at 3:00 am on the due date, so when I arrived at the retreat, I can see whose payment was not able to process and why.  I contacted Ms. [redacted] on 02.29.2016 at approximately 9:30 am and left her a very detailed message that we were unable to process her monthly dues and we would need to get updated account information in order to bring her account back to good standing.   I called Ms. [redacted] again around 11:00 a.m., but as of this date, I have not received a return call.  Later that afternoon, I received an alert that someone had submitted a negative review on Yelp! (attached hereto).  I now know that to be Ms. [redacted], but at the time, I did not know who that was.  A few days later, I received the Revdex.com Complaint and was able to place the Yelp review to Ms. [redacted].  As of this date, neither myself nor any of my staff members had any communications with Ms. [redacted]. Up to and through this time, that was our experience with Ms. [redacted].  Further, Ms. [redacted] has not received any charges or services other than what is specified at that time.  I fact, Ms. [redacted] owes us for the value of the services that she received according to the terms of the agreement and/or cancellation or default of the same.   We hereby provided an Answer to Ms. [redacted]’s complaint as follows:1. Ms. [redacted] states that after her services, there were five different employees all pushing to sell her products and one woman going over these memberships.  This is denied.  After Ms. [redacted]’s services, her skin therapist asked her if she had any questions and Ms. [redacted] expressed skin concerns to which her therapist then recommended products.  The other employee was the Lifestyle Consultant who did explain our programs AFTER Ms. [redacted] said that she was interested at coming back for monthly services.2. Ms. [redacted] states that our employee said that “yeah yeah sure yes you can” cancel when she was questioned about if she could later change the prices for the membership or stop it.  This is denied.  Our employees follow a strict explanation of the memberships and any questions asked are answered the same.  Further, and more importantly, we completely review the entire Agreement with the guest and have them acknowledge with their signature and/or initials, which includes the term of the agreement as well as all cancellation procedures.  She also states (on her Yelp review) that there was a manager there and he was aware, but we do not have any male managers and in fact, I am the only manager and was at that time.  3. According to the complaint, Ms. [redacted] states that she read on the Agreement it states the membership may be cancelled within three days.  This is admitted.  In accordance with PA Law, this contract can be cancelled by midnight on the 3rd day after the Agreement is signed.  To the contrary, if Ms. [redacted] read that, one can assume that she read the remainder of the sentence, which advises how to cancel.  Specifically, the part of the Agreement Ms. [redacted] mentions reads as follows:YOU MAY CANCEL THIS CONTRACT AT ANY TIME BEFORE MIDNIGHT OF THE THRID OPERATING DAY AFTER RECEIVING A COPY OF THIS CONTRACT.  IF YOU CHOOSE TO CANCEL THIS CONTRACT, YOU MUST EITHER:1. SEND A SIGNED AND DATED WRITTEN NOTICE OF CANCELLATION BY REGISTERED MAIL, RETURN RECEIPT REQUESTS; OR,2. PERSONALLY DELIVER A SIGNED AND DATED WRITTEN NOTICE OF CANCELLATION….Ms. [redacted] repeatedly states this part of the Agreement, but failed to cancel her membership in the manner stated above.  At no time did Ms. [redacted] provide written cancellation.  If she states she does, strict proof of the same is demanded.  Further, to further accommodate guests in cancelling in this manner, we also allow them to cancel via email.  We are very strict on having cancellations in writing, to avoid times, such as this where we are in a “he-say, she-say” situation.  4. Ms. [redacted] reports that she contacted us on 01.30.2016 and 02.01.2016 and that her fiancé contacted us on 01.29.2016.  This is denied.  According to all employees who have access to the phone, Ms. [redacted] NEVER contacted the retreat and upon review of the Caller ID and records, the number she provided was never listed for our retreat.  She states that she spoke to someone and they stated that she asked if she could “lower it for a while due to losing her job” and they advised her no.  This is denied. Our memberships come with a freezing option.  With this option a guest can freeze their membership for up to six months.  We utilize this for guests who are having financial difficulty, medical issues, travelling and unable to come in, etc.  With the freezing option, we do not charge you, but it allows you to keep your membership.  If Ms. [redacted] had expressed that she was having financial difficulty, the Lifestyle Consultants would have offered her to freeze her membership, as they do with every guest, especially if she expressed her situation.  5. I contacted Ms. [redacted] on 1/29/2016 to bring her account up to date.  If in fact, she states that she was waiting for me to call her.  Why did she not return my call, but instead file a complaint and post a negative Yelp.  Even if she felt that was the route she was going to take, why would she wait a month to contact the Revdex.com.  She was not getting a resolution almost a month ago, but waited to proceed in this manner only after I contacted her.  6. At no time, did I receive a message or, at best, a cancellation (according to the Agreement) written notice from Ms. [redacted].  7. As of this date, Ms. [redacted] has received no charges, no services and has not been sent to collections, which we are certainly entitled to under the Agreement and law.  8. Desired Settlement:  Ms. [redacted] is currently in default of her contract, but states that we unfairly and unjustly forced upon me.  She further states that she “tried to follow their own rules” and that we did not honor our own contract cancellation rules for our own person gain with no regard for the consumer.  We respectfully demand strict proof that Ms. [redacted] followed the cancellation rules (in writing) and we did not honor the Agreement by cancellation of her membership.  Business should not have their name smeared by negative reviews and faulty complaints, when consumers tell falsehood and half-truths to their own benefit.  If Ms. [redacted] had truly contacted us, I personally would have cancelled her membership which is my duty.  We follow a specific cancellation policy to avoid this and in fact our reputation is what is one the line when we don’t.  Should you need any additional information regarding this claim, please do not hesitate to contact me directly.   Very truly yours, Erica L M[redacted] Retreat Director

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To whomever it may concern:In regards charges on the card ending [redacted]Charge date 2/20/2015 for the amount of $79.991) Copy of the agreement between Massage and [redacted] for the monthly charges.See page 2 of the agreement: “cancelling your membership" we require a 30...

days Written notice.2) Dated 1/30/2015, copy of the emails (2) sent by [redacted], whom clearly disregards the cancelation policy.3) On February 27th, 2015 [redacted] came in to Massage Heights to use her membership and take advantage of the membership privilege. After Her husband submitted the cancelation notice.4)