Massage Retreat & Spa

Hello,Miss [redacted] submitted a termination request at 9:47 a.m. on April 22, 2017 (see attached). We did receive this request. However, as you will see, the indication of her reason to cancel at the end of her agreement was a dissatisfaction with customer service. Massage Retreat & Spa did not...

receive documentation of a move, and certainly not that of an international move.This being said, per Massage Retreat & Spa policy, a move that puts a client 30 or more miles away from any of our spas is an accepted reason for termination. We certainly understand the predicament Miss [redacted] is in and apologize that our spa did not follow through as promised. Massage Retreat & Spa will refund her the amount of $64.31 to the credit card on file. Her membership is set to terminate on July 14, 2017. Upon termination, Miss [redacted] will no longer have any financial responsibilities to Massage Retreat & Spa.We wish her well on her new career endeavor!Thank you.

[redacted] has two past due payments that he is aware of. On February 23, 2016 [redacted]'s membership first declined and I called him to get an updated credit card to keep his membership active. [redacted] got upset with me and told me he never agreed to this and to use his "credits" to pay for hit. He booked...

an appointment with [redacted] on the 24th of February so I figured I could talk to him then.. He came in for his appointment and still refused to pay and insisted he had enough "credits" to pay for it. I tried to explain the agreement to him and he just walked out. In March [redacted] was back to see [redacted] on the 30th. This time when he came out I let the General Manager [redacted] inform him of his membership agreement and that when he is suspended he can not use his banked sessions and we needed an updated card to get his membership up to date. He again insisted that he has enough "credits" to cover it and [redacted] went and got him his membership that he signed when he joined to show him that he needs to be current in order to use his banked sessions. [redacted] then got upset and told her he was going to file a complaint against us and he refuses to pay for his past dues. He told me to use the gift card he has on file to pay for his 90 minute massage and to not tip the therapist because we are a horrible company and he then stormed out.

The client joined our 12 month membership on 10/9/2014. The client stated in their complaint that they terminated their membership 6 months into their contract, which is not our policy, unless the client has a medical reason or have moved 30+ miles from any location.  They proceeded to come in...

to use services until 10/23/2015, which was six months after the stated date of termination. The spa does not have record of a termination, but if the client has record of their submitted request, we would be happy to look into processing any necessary refunds. The client's membership was cancelled on 5/7/2016 after receiving their complaint. We do not have a submitted cancellation from this client after their initial 12 months was complete, so the account went into month to month status. If the client has record of a cancellation request at that time, the amount owed to the client would be $570 before tax ($59.95 in membership dues for 6 months).

After speaking with the Maple Grove Manager, I have gathered that the client spoke with her today regarding this situation. It sounds like the Manager called the client to get an updated form of payment, as the last dues were unable to be processed. The client did explain that the card had been...

replaced, but that she would not pay that past due payment, as she would like to cancel. Per our membership agreement, we require that all accounts be up to date before we terminate them. We then allow our clients an additional 30 days, after their last payment, to use any remaining sessions on their account. According to the Manager who spoke to the client today, she explained these policies, but the client expressed that she would like to cancel, and ended the call. The Manager at the Maple Grove location has cancelled the client's account, making an exception to our policy, as the account is not up to date. In doing this, the client does not have access to those unused sessions. If the client would like access to those sessions, she is able to pay the last payment that was not processed, and then would be given another 30 days to use up as many sessions as she would like. I have also attached a signed copy of the client's membership agreement. Thank you!

I apologize again for the unpleasant experience the client had at Massage Retreat & Spa. I am glad the client was able to speak with the General Manager at that location and bring this to her attention. I have spoken with the GM, and reviewed the client's account, and I do see 3 refunds for...

membership dues that we processed, each totaling $64.31. The refund was processed onto a card ending in 1007.  It does take several days for a refund to be fully processed onto the client's account, but they have been completed on our end. If the client does not see a refund posted to her account within 4 days, I recommend contacting their bank. We would also be happy to send the client a copy of the refunds.

Good morning,While our policy is clear on the member agreement signed by Ms. [redacted] that a 30 day notice-to-cancel is required of all clients (see page 2 of the attached agreement, titled "Membership Termination after completion of initial term"), we are willing to refund Ms. [redacted] one month's...

dues totaling $69.95, as noted on the purchase price segment of the original complaint. We also will take her out of collections effective immediately.Thank you,Massage Retreat & Spa

I apologize for the issues surrounding your membership.  We have had many changes in management here at this location.  I have only been here for a couple of months.  I have cancelled your membership effective today, January 18, 2017, and have removed the suspended payments so you won't have to pay those and have removed you from collections.

Could I please get some more information from the client, such as the "home" spa in which the client joined the Massage retreat & Spa Healthy Savings Program? I am unable to locate the client in our software system. I have tried searching various spellings with no luck. If I knew the location in...

which they joined, I would be able to contact their management directly to address the client's concerns.

Final Consumer Response /* (2000, 7, 2015/07/15) */
This item may now be closed. Customer is satisfied that requested actions match what was provided by Massage Retreat and Spa. Further information: The total amount requested to be refunded has been deposited in the customers' account. Please...

close with status "customer is fully satisfied". Thank you. [redacted] (customer)

Initial Business Response /* (1000, 5, 2016/02/12) */
After speaking with the management staff at that location, I learned that the client has been refunded for the amount requested. According to the staff, it has been resolved and the client is satisfied.
Thanks!

Initial Business Response /* (1000, 5, 2015/06/11) */
Member Services first received a request from the client to termininate the client's account on 6/2/2015. After reviewing the client's account, Member Services responded stating that the client had only completed 6 months of the initial 12...

months on their contract with us, and offered to set the client's account to a Freeze, meaning no payments would be deducted from the account for 1,2, or 3 months, per our policy. On 6/10/2015 Member Services received another email from the client stating that they had contacted their spa location, and that the spa was unable to cancel their membership. At that point, Member Services contacted the client's spa, and spoke with the manager there, and agreed that the client was unable to cancel their membership due to their contract with us, but we would be able to extend the Freeze period to accomodate the client's desire to not have any further payments deducted. Member Services replied to the client on 6/10/2015 and let them know that we would be happy to extend the Freeze period with zero deductions from their account, but Member Services has not received any further response from the client.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can not afford this membership any longer nor was I happy with the last service I received. I will not be going back to massage retreat and spa ever again nor will I give any good referrals to this company. I do not think I should have to pay for poor service, or a service I will no longer be using.
Final Business Response /* (4000, 9, 2015/06/16) */
Membership Services has not had any communication from the client following the complaint filed with the Revdex.com. I have attached the only email communication between Membership Services and the client, outlining the options that are available, as well as the offer to make an exception to our current complany policy that we extended to the client. I have also attached a copy of the membership agreement initialed and signed by the client.

I am rejecting this response because:If this offer includes refunding the sessions I was unable to use, then I will accept this. Please call ###-###-####.

We certainly understand Ms. [redacted]'s concerns. To clarify once more, we have multiple membership options. The first option is a paid-in-full membership, which is what Ms. [redacted] was sold previously by our former employee. We also have a 12-month membership which is a monthly payment membership, lasting 12 months. We also have a Gold Membership which is a month-to-month membership (meaning she is not paying for 12 months, nor is she locked into a 12 month contract) which allows her to cancel at any time given you provide us with the required 30-day notice to cancel. Again, per the signed contract stating clearly the Massage Retreat & Spa policy, Ms. [redacted] may not be granted access to her sessions she banked within her membership until said membership is reinstated. This is because the sessions are only available if you are an active member. She can absolutely reinstate on a Gold Membership plan, the month-to-month option, and cancel at any time with the 30-day notice to cancel.

Initial Business Response /* (1000, 5, 2015/06/16) */
All refunds were processed on 6/15/2015 from the Woodbury location. The Woodbury Spa Manager contacted the client via phone on 6/16/2015, spoke directly with the client, and confirmed that the full refund has been processed.

The client's account was terminated on 11/5/2015. It also appears that the three months of membership dues were refunded back to her card on file.

The clients account was terminated on 11/13/2015. The client was also credited for 2 months of membership dues at $59.95 each.

I am rejecting this response because: I wasn't able to read the "only email submitted for the client" and he or she didn't respond to my request for a refund.  Whenever I call to make an appointment I feel like there's an attitude toward me and I have additional stress regarding them.  Also, I realize there has been a high turnover at that location, but that's not my fault.  I had tried many times to figure out a solution before getting to the 24 session build-up with them, however no one seemed to help.  I also did not know that using my sessions while my account is frozen is against their policy.  Getting a massage is supposed to be relaxing not add more stress, which is what I feel now with them.

After speaking with the Woodbury manager, we have processed 2 months worth of membership dues. This refund may take several days to appear on the client's account, but was processed as of 8/4/2016.

I am rejecting this response because: WHAT THEY SAY IS BASICALLY TRUE BUT VERY BAD BUSINESS PRACTICES! I PAID FOR 12 SESSIONS AND DID NOT USE ALL OF THEM. WHEN YOU PAY FOR SOMETHING YOU EXPECT TO GET WHAT YOU PAYED FOR!  WHEN I HAD 1 AND 1/2 HOUR SESSIONS THEY ALWAYS CHARGE FOR THE EXTRA  1/2 HOUR AND DO NOT LET YOU USE PREVIOUSLY PAID FOR TIME. THIS CAUSES YOU TO LOOSE MONEY ON SESSIONS YOU HAVE ALREADY PAID FOR. WHEN I FIRST SIGNED UP I WAS TOLD THAT YOU COULD USE THE TIME THE FOLLOWING YEAR, IF I DIDN'T USE THEM ALL IN THE CURRENT YEAR. THAT SALES PERSON DOESN'T WORK THEIR ANY MORE. I TRAVEL ONE TO TWO WEEKS A MONTH SO THIS WAS IMPORTANT TO ME!  TO RESOLVE THIS THEY SHOULD REFUND THE MONEY I PAID FOR FOR SESSIONS I WAS NOT ABLE TO USE, NOT EXPECT ME TO BUY MORE AND GET FURTHER BEHIND IN USE!