Massage Envy - Empire Ranch

I contacted [redacted] and let them know she is paid off and does not owe us anything I have contacted [redacted] and let her know that she does not owe us anything and that she has been removed from collections

RevDex.com:I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I spoke to *** yesterday morningI let her know that all cancellations do require written notice and that is why her account was not cancelled. I let her know that she would need to pay that past due balance of $in order to be removed from collectionsShe agreed and said
that she wanted to be able to use her prepaid hours that were in her account before it cancelledI let her know that when the membership was cancelled, those hours had expired, but if she wanted to reinstate her membership when she paid the past due balance, I would unexpired those hours for her so she can start coming in to use themI let her know about our Freeze Plus program so that she can get caught up on her hours that she has in her accountShe agreed and we resolved the situation

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I have spoken to [redacted] and this issue is now settled.We had a change in management at this location during the time she was coming in to cancel. I honored her 4/24/14 notice as her 30 days notice and sent her a Membership Cancellation Request Form.

I contacted [redacted] and let them know she is paid off and does not owe us anything
I have contacted [redacted] and let her know that she does not owe us anything and that she has been removed from collections.

I have attached [redacted]'s signed Membership Agreement, a copy of the notes in her account, and her cancellation notice she brought in.[redacted] signed up for a 12 month membership on 2/14/15.On 3/18/15 she called wanting to cancel her account and she spoke to the previous manager and...

was told she was not eligible to cancel since she signed up for a 12 month agreement. [redacted] offered to send her a copy of her signed agreement and she hung up on her.On 6/27/15 [redacted] had her representative from Bank of America call saying she did not authorize the charged being taken out of her account (although we have a signed agreement stating that she does). She again said that she thought she could cancel her account with a written 30 days notice. [redacted] was very hostile on the phone and later came into the clinic and harassed our members and threatened to sit outside of our location with a sign every weekend and call the cops saying that we our fraudulently charging her card. [redacted] made her a copy of her signed agreement and explained to her that we are not fraudulently charging her account because she did authorize us to charge her account when she signed up. On 6/28/15 [redacted] came into our clinic to drop off her written notice (which is attached) and said that she called attorneys and they will be contacting us.On 6/29/15 [redacted] spoke to [redacted] and let her know she received her cancellation notice and she took her off of auto renew so she will not be billed again after her initial term which ends 3/16/16, and she is more than welcome to come in and use her services until then. [redacted] said that is fine and she hopes to never see us again.We have considered this issue resolved. [redacted] knows that she will still be responsible for her payments of her membership until it expires in March 2016.

We went ahead and cancelled [redacted] account even though she was still in her initial term of her contact which she signed. In the contract it is stated that facials have an additional fee which was explained...

to [redacted] when she started her membership and a copy of the contract was given to [redacted] the day she signed.

I have attached [redacted]'s signed Membership Agreement, a copy of the notes in her account, and her cancellation notice she brought in.[redacted] signed up for a 12 month membership on 2/14/15.On 3/18/15 she called wanting to cancel her account and she spoke to the previous manager and was told she was...

not eligible to cancel since she signed up for a 12 month agreement. [redacted] offered to send her a copy of her signed agreement and she hung up on her.On 6/27/15 [redacted] had her representative from Bank of America call saying she did not authorize the charged being taken out of her account (although we have a signed agreement stating that she does). She again said that she thought she could cancel her account with a written 30 days notice. [redacted] was very hostile on the phone and later came into the clinic and harassed our members and threatened to sit outside of our location with a sign every weekend and call the cops saying that we our fraudulently charging her card. [redacted] made her a copy of her signed agreement and explained to her that we are not fraudulently charging her account because she did authorize us to charge her account when she signed up. On 6/28/15 [redacted] came into our clinic to drop off her written notice (which is attached) and said that she called attorneys and they will be contacting us.On 6/29/15 [redacted] spoke to [redacted] and let her know she received her cancellation notice and she took her off of auto renew so she will not be billed again after her initial term which ends 3/16/16, and she is more than welcome to come in and use her services until then. [redacted] said that is fine and she hopes to never see us again.We have considered this issue resolved. [redacted] knows that she will still be responsible for her payments of her membership until it expires in March 2016.

I am rejecting this response because Message Envy Spa conducts their business the way the "old" mortgage companies used to; and we understand that the government had to step in to place a stop to misrepresenting customers. It seems that Message Envy has send you "their" agreement. 1. When I went to Message Envy, it was not my intent to sign anything; I was their to relax. However, when I inquired about "their" cancellation policy - since "their" agreement is written in VERY small print and DID NOT CALL OUT SPECIALLY - BOLD - "their" cancellation policy, Message Envy's representative's response was "you can cancel ANYTIME with a 30 day written cancellation notice". I took Message Envy's representative's word. Unfortunate mistake!! Read everything before signing. I'm upset because Message Envy's misrepresentation is going to cost me over $700.00. Why would I go to a spa to relax -- and feel the tension while there? Message Envy has chosen to BOLD what they want to BOLD and use small print where they wish to deceive their customers. I'm not the only one that has been complaining. I showed Rachael the CLASS ACTION SUITE letter I received in the mail for exactly the same thing.

Revdex.com:I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. What about all of the bills they sent for services I did not use? Is everything written off?I am only accepting the fact they cancelled my contract.  However, I want others to beware! This is a deceptive business or at least this location is deceptive.  I wouldn't want others to be deceived as I was. The contract was signed under false verbal pretenses. I was led to believe I could cancel at any time.   The owner should provide better customer service training for these folks.  Others should beware to not sign anything right after a massage or facial. You are likely too relaxed, almost in a fog.   Take the contract home, do some research and then determine if you will sign it. Thank  you to Revdex.com for assisting me.  My next step was to obtain an attorney. I'm glad you were able to get them to do the right thing!

I spoke to [redacted] yesterday morning. I let her know that all cancellations do require written notice and that is why her account was not cancelled. I let her know that she would need to pay that past due balance of $179.97 in order to be removed from collections. She agreed and said that...

she wanted to be able to use her prepaid hours that were in her account before it cancelled. I let her know that when the membership was cancelled, those hours had expired, but if she wanted to reinstate her membership when she paid the past due balance, I would unexpired those hours for her so she can start coming in to use them. I let her know about our Freeze Plus program so that she can get caught up on her hours that she has in her account. She agreed and we resolved the situation.

Revdex.com:I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I was a long time customer at this Massage Envy location. I reached a point where I was no longer using my membership and wanted to cancel. I made several attempts and was told that I could only do it when a particular manager was present. I took time off work and went in to cancel the membership. The manager talked me into placing the account on hold because I had a bunch of massages I had not used promising that I would be notified before they reactivated the account. In November my credit card was scammed and the bank canceled it and sent a new one and massage envy without contact restarted my membership. They called me when they could not charge my account. I told the lady that they were suppose to notify me and that I had actually wanted to close the account and she told me she would have to have my new card to charge. I told her I would call her back. I did not which I know was not the right thing to do but I could not afford to give them the money right before Christmas. I received a notice in January stating that I had until February 9th to pay 118.99 or the account would be sent to collections. I went into the store on Tuesday February 2nd and paid 118.99. The lady at the counter informed me the account had already been sent to collections. She told me I owed more than the amount on the bill. She called her manager who told her to take the amount stated on my bill and to tell me they would notify the collections agency. The check was cashed on 2/08/16. I have sent copies of the deposited check to both massage envy and [redacted]. The account is now with the [redacted] Systems Inc and they are asking for 178.98.Desired Settlement: Notify [redacted] Inc. that the debt is not real and correct my credit report.

Business

Response:

I contacted [redacted] and let them know she is paid off and does not owe us anything

I have contacted [redacted] and let her know that she does not owe us anything and that she has been removed from collections.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: My son decided to treat me to a facial on Valentines Day - February 14, 2015. We went to Message Envy Spa near our home (Empire Ranch) and I received a facial. During this time, a representative of the establishment asked if I was interested in a "membership". During our conversation, I inquired about the CANCELLATION POLICY; her response "you can cancel at anytime with a 30-day written notice." I made a subsequent appointment for March 14, 2015 - @ the Broadstone spa. When I arrived, I was advised that they were running about 1/2 hour behind. I asked why they didn't call? Right then and there I decided that Message Envy Spa was not a company of which I wished to continue to go to. Thus, I provided a 30-day written notice of cancellation while at the spa. I was told then "We can not accept this here, you need to go back to the establishment you signed the agreement with - Empire Ranch spa." I suggested, what's the difference?I am so devastated, I understood I could cancel my membership with a 30-day written notice. I was NOT informed 1. That it had to be at the spa I initially signed the membership form with; and 2. I signed a Wellness Membership Agreement - NOT UNDERSTANDING THAT THE AGREEMENT TERM WAS FROM FEBRUARY 14, 2015 AN EXPIRES ON MARCH 16, 2016. If you review the agreement EVERYTHING IS IN SMALL PRINT. I also received a letter in the mail - they have a Class Action Settlement pending.I wish to CANCEL MY AGREEMENT IMMEDIATELY. They charged me $119.98 on 04/20/15 (no services received); $59.99 on 05/19/15 (no services received); and again $59.00 on 06/19/2015 (no services received).I visited the Empire Ranch spa yesterday - 06/27/15 - and was advise ONLY THE MANAGER CAN CANCEL AGREEMENTS. She ONLY week M-F and I'm a widow working full-time.Desired Settlement: I wish to be refunded $239.96 - since I did not receive any services during the time in question. In addition, I wish to terminate my relationship with Message Envy IMMEDIATELY incurring no additional charges.

Business

Response:

I have attached [redacted]'s signed Membership Agreement, a copy of the notes in her account, and her cancellation notice she brought in.[redacted] signed up for a 12 month membership on 2/14/15.On 3/18/15 she called wanting to cancel her account and she spoke to the previous manager and was told she was not eligible to cancel since she signed up for a 12 month agreement. [redacted] offered to send her a copy of her signed agreement and she hung up on her.On 6/27/15 [redacted] had her representative from Bank of America call saying she did not authorize the charged being taken out of her account (although we have a signed agreement stating that she does). She again said that she thought she could cancel her account with a written 30 days notice. [redacted] was very hostile on the phone and later came into the clinic and harassed our members and threatened to sit outside of our location with a sign every weekend and call the cops saying that we our fraudulently charging her card. [redacted] made her a copy of her signed agreement and explained to her that we are not fraudulently charging her account because she did authorize us to charge her account when she signed up. On 6/28/15 [redacted] came into our clinic to drop off her written notice (which is attached) and said that she called attorneys and they will be contacting us.On 6/29/15 [redacted] spoke to [redacted] and let her know she received her cancellation notice and she took her off of auto renew so she will not be billed again after her initial term which ends 3/16/16, and she is more than welcome to come in and use her services until then. [redacted] said that is fine and she hopes to never see us again.We have considered this issue resolved. [redacted] knows that she will still be responsible for her payments of her membership until it expires in March 2016.

Consumer

Response:

I am rejecting this response because Message Envy Spa conducts their business the way the "old" mortgage companies used to; and we understand that the government had to step in to place a stop to misrepresenting customers. It seems that Message Envy has send you "their" agreement. 1. When I went to Message Envy, it was not my intent to sign anything; I was their to relax. However, when I inquired about "their" cancellation policy - since "their" agreement is written in VERY small print and DID NOT CALL OUT SPECIALLY - BOLD - "their" cancellation policy, Message Envy's representative's response was "you can cancel ANYTIME with a 30 day written cancellation notice". I took Message Envy's representative's word. Unfortunate mistake!! Read everything before signing. I'm upset because Message Envy's misrepresentation is going to cost me over $700.00. Why would I go to a spa to relax -- and feel the tension while there? Message Envy has chosen to BOLD what they want to BOLD and use small print where they wish to deceive their customers. I'm not the only one that has been complaining. I showed Rachael the CLASS ACTION SUITE letter I received in the mail for exactly the same thing.

Review: HI Revdex.comMy name is [redacted].Thisis in regards to massage envy not co-operating in ending my membership with them.I personally went to the spa, blue ravine branch in folsom,ca, where I had filed paper work initially (more than 6 yr back) as required for cancellation policy. As we are moving, I wish to end my membership at this location. The receptionist told me she doesn't have access to cancellation forms and I would need to talk to Cancellation manager who was not in the spa at that moment. She also said the person in charge would call me later in the day. After 3 hours, I followed up with phone call since I did not get call from the person in charge, and I left them a message again. The spa has 30 day notice cancellation policy and I wanted that notice period to start as of today 4/24/2015 as I have done what needs to be done on my part, that is give them notice in writing. The receptionist did not give me any proof that I had submitted a written notice and said that paper doesn't mean anything and that I would need to talk to the manager. The manager has not called me so far, even after letting them know that we are moving and I need the cancellation form today. I do not wish the 30 day period start from when the manager calls me (as per their convenience)because it is a failure on their part to call me in time when I have personally visited the spa for cancellation and followed up by phone call.Desired Settlement: I want them to send me cancellation form as soon as possible and date my notice as of today 4/24/2015 so I am not charged again after 30 day period.I have submitted a written request for cancellation on their website and have email confirmation if required.Please help me cancel my membership in time.Thank youNeelambari Adsure

Business

Response:

I have spoken to [redacted] and this issue is now settled.We had a change in management at this location during the time she was coming in to cancel. I honored her 4/24/14 notice as her 30 days notice and sent her a Membership Cancellation Request Form.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I had an account at Massage Envy with an automatic deduction monthly for massage service services. My credit card information changed and I decided not to give them my new information as I no longer wanted their services. You build up massage hours with your monthly charge. It had been number of years since I signed up for their services and I did not remember that I had to call to cancel the service. On their behalf they did try to contact me but at no time did the phone message state that I had to call to cancel my contract. I was quite surprised to be sent to a collection agency for a bill that was a little over $100 dollars. I am upset that they did not verbally tell me this in their phone messages or that I did not receive a certified letter saying I was being sent to collections.

Since I was receiving time for future massages and did not go in a receive treatment I did not think that this was a billable service that I could was required to pay or as I said to contact anthem to cancel I felt not giving them my credit card information was implying I did not want to continue their services.Desired Settlement: I feel that I should not owe these charges as I did not receive any services.

But most importantly I would like any negative notices on my credit report removed as I have never been sent to a collection agency.

I have attempted to contact the business and they said they purged my account. I have also tried to call the collection agency but have not been successful due to their hours.

Thank you for helping me resolve this matter.

Business

Response:

I spoke to [redacted] yesterday morning. I let her know that all cancellations do require written notice and that is why her account was not cancelled. I let her know that she would need to pay that past due balance of $179.97 in order to be removed from collections. She agreed and said that she wanted to be able to use her prepaid hours that were in her account before it cancelled. I let her know that when the membership was cancelled, those hours had expired, but if she wanted to reinstate her membership when she paid the past due balance, I would unexpired those hours for her so she can start coming in to use them. I let her know about our Freeze Plus program so that she can get caught up on her hours that she has in her account. She agreed and we resolved the situation.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I sent three letters to this location indicating my intent to end my contract with Massage Envy,yet they continue to call and mail bills to me. There seems to be an unethical side to this business model and a lack of customer service starting from the point of sale of these contracts. The pricing is very deceptive as is the explanation of the contract especially when one is very relaxed and unfocused. I can explain further if needed.Desired Settlement: I just want a relese from the contract and the calls and bills to stop. I have not used the service since July but paid for August. They can keep this payment. I want others warned about this business.

Business

Response:

We went ahead and cancelled [redacted] account even though she was still in her initial term of her contact which she signed. In the contract it is stated that facials have an additional fee which was explained to [redacted] when she started her membership and a copy of the contract was given to [redacted] the day she signed.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. What about all of the bills they sent for services I did not use? Is everything written off?I am only accepting the fact they cancelled my contract. However, I want others to beware! This is a deceptive business or at least this location is deceptive. I wouldn't want others to be deceived as I was. The contract was signed under false verbal pretenses. I was led to believe I could cancel at any time. The owner should provide better customer service training for these folks. Others should beware to not sign anything right after a massage or facial. You are likely too relaxed, almost in a fog. Take the contract home, do some research and then determine if you will sign it. Thank you to Revdex.com for assisting me. My next step was to obtain an attorney. I'm glad you were able to get them to do the right thing!