NCW Holdings

Hellowe did call her back after she spoke with Malika She never answered or called back We did go back and looked up her email address and saw that she had submitted a request in June (absolutely our oversight on that) When we found it, we called her right back and let her know that we did receive her cancel request and that it was being processed immediately and that the July payment was refunded The day after this, we received a call from Franchise Support Center stating that she wanted a call letting her know it was taken care of We called her again and left her a message stating that it was taken care of, and to please call if she had any further questions or concerns She must have called back on Saturday when the manager wasn’t here, b.c there was a note saying that she called just to say thank you

The first misinformation presented by [redacted] is a change of ownershipThere has been no change of ownership Second, upon request to cancel, every member is offered a cancellation request form (written notice is required to process cancellation) or a freeze request form which is an alternative to cancellation many members choose to exercise To [redacted] ***’s complaint about the freeze plus not being offered, that option was not made available until June of this year, so if she did inquire about cancelling in January, that would not have been offered [redacted] claims to have cancelled her membership, but aside from not receiving written notice from her instructing us to cancel her membership, she continued to use the membership, including her last visit of 10/3/ Additionally, we are not aware of any request to speak with a district manager or any escalation until she contacted our corporate office last week As we received no written notice and [redacted] is actively using the membership and benefits, no refund is dueWith regard to the “2nd Individual” referenced by [redacted] ***, this was a membership she agreed to be financially responsible for when enrolling the individual To be clear, the agreement states the “2nd individual” is the “member”, and [redacted] is the “buyer” [redacted] does not have access to the member’s benefit simply because she assumed financial responsibility The membership belongs to the member, and the member may choose to assume financial responsibility if the buyer no longer wishes to do so We have extended that option to the “2nd Individual” as we are bound to do Therefore, [redacted] is due no refund

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I want it canceled without a fee

I made a appointment month in advanceI was called minutes before my appointment to be cancelledIf I had cancelled my appointment this late I would have been charged a feepoor customer service

I was informed that in order to cancel my membership and no longer have payments automatically deducted from the account, I needed to complete a cancellation formI was emailed and form and returned the completed form to the same email address
On 7/1/16, I received a call notifying me that I was charged for another sessionI told the receptionist that I completed the form on 6/8/a day after I was emailed the cancellation formI was told that I needed to speak with a manager but no one was availableOn 7/6, I called again and spoke with Malika and told her the above information and she checked the computer and said that they didn't have the formI was told that the manager, Michelle was in a meeting and would return my callNo call
On 7/6/16, I called guest relations and emailed guest relations to inform them of the situationNo one has returned my call but did get an automatic reply email from guest relations stating they received my message
On 7/12/16, I emailed the

Thank you for reaching out regarding *** ***'s complaint. Per Massage Envy's wellness membership agreement “all cancellations must be submitted in writing and will become effective days from the date the cancellation request was processed”*** ***
attempted to submit a cancellation form via email on the afternoon of the 8th and subsequently on the 11th and 12th, however, we explained she needed to submit the request in personAs stated in her complaint, she came in the evening of the 12th to submit a cancellation requestPer the terms of the agreement, cancellations are effective days from date of request, so *** *** was charged a January paymentManagement called client on 1/11/and 1/13/to offer to refund the January payment as a goodwill gesture however we are still awaiting a response from client

I requested an option to cancel my contract - and was not offered the options that are available under a Freeze or a Freeze Plus program under the ownership present in January of
The option was given to me in August of under new ownershipI requested reimbursement for the monthly fee ( months) and was not offered this option because an end of contract was not signedIt is not stipulated in the contract that a formal written contract must be signedI was told during an in-person discussion that the contract was ended-and no further money would be taken from my account
Money continued to be taken from my account for a contract that I was told had ended
Twice I requested to speak to a district manager and have not received a call back

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I want it canceled without a fee.

The first misinformation presented by [redacted] is a change of ownership. There has been no change of ownership.  Second, upon request to cancel, every member is offered a cancellation request form (written notice is required to process cancellation) or a freeze request form which is an...

alternative to cancellation many members choose to exercise.  To [redacted]’s complaint about the freeze plus not being offered, that option was not made available until June of this year, so if she did inquire about cancelling in January, that would not have been offered.  [redacted] claims to have cancelled her membership, but aside from not receiving written notice from her instructing us to cancel her membership, she continued to use the membership, including her last visit of 10/3/2016.  Additionally, we are not aware of any request to speak with a district manager or any escalation until she contacted our corporate office last week.  As we received no written notice and [redacted] is actively using the membership and benefits, no refund is due. With regard to the “2nd Individual” referenced by [redacted], this was a membership she agreed to be financially responsible for when enrolling the individual.  To be clear, the agreement states the “2nd individual” is the “member”, and [redacted] is the “buyer”.  [redacted] does not have access to the member’s benefit simply because she assumed financial responsibility.  The membership belongs to the member, and the member may choose to assume financial responsibility if the buyer no longer wishes to do so.  We have extended that option to the “2nd Individual” as we are bound to do.   Therefore, [redacted] is due no refund.

Hello... we did call her back after she spoke with Malika.  She never answered or called back.  We did go back and looked up her email address and saw that she had submitted a request in June (absolutely our oversight on that).  When we found it, we called her right back and let her...

know that we did receive her cancel request and that it was being processed immediately and that the July payment was refunded.  The day after this, we received a call from Franchise Support Center stating that she wanted a call letting her know it was taken care of.  We called her again and left her a message stating that it was taken care of, and to please call if she had any further questions or concerns.  She must have called back on Saturday when the manager wasn’t here, b.c there was a note saying that she called just to say thank you.

As stated in my previous response, the client would need to contact the location to initiate cancelation.  I am unaware of the fee to which she is referring.Thanks,christine

Review: I purchase a membership for me and my gf. it cost 49 + 59 monthly. At the time of purchase we were not informed explicitly about requirement of cancellation policy.In April I called the business and informed them that I will cancel my membership at the end of my annual subscription. I was told that it is fine.One month later I visited the company again and told them about cancellation. I was told at that time that I have to feel the application in order to cancel the membership. It was a new idea for me. After that we were told that I need to wait one month anyway. Another new idea. I requested manager to call me if there is a problem with cancellation immediately. I never heard about it.Finally, I was checking my monthly statements and I discovered that I am being charged. I called the company but manager was not available.Desired Settlement: Return of membership fee for last four month since my first call on april. Considering that I have to spend a lot of time on this I think this is fair

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Massage Envy regarding complaint ID [redacted].

Regards,

Business

Response:

See Attachment:

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: claim has been resolved

Regards,