Massage Envy #0742

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 Sincerely, [redacted]

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.
Sincerely,
[redacted]

Hello-
I just want to provide an update that Massage Envy of [redacted] has worked with [redacted] CC company and has issued a refund for the 2 payments totaling $118.99. I have left a voicemail for [redacted] informing her that we have made the credits to her and that she can...

call me at any time if she wants to discuss it in further detail.
Thanks,
-[redacted]

Review: I originally went to Massage Envy in December 2012. I wanted to have a YEAR long contract. An employee sat me down and "explained" all the policies that go along with the contact. He then told me that I had to sign the contract, but since he had told me all the parts of it, all I had to do was sign. I did so. I went for a year, and in late February, I fell and broke my foot, so I could not go to [redacted] for a massage. I canceled my scheduled March appointment, and saw in my March and April credit card statement that I had been charged $59 for March and $59.99 for April. I immediately called them and was told that I had agreed (in writing) to an automatic renewal and even though I had not used their services for the past two months, they would not refund the charges. I filed a complaint with my credit card company, but Massage Envy said I "misunderstood" their policies. I didn't misunderstand - I was told to sign a contract that supposedly was fully explained to me. In getting me to sign this contract, fraudulent business practices were used.Desired Settlement: As this business employed someone who dealt with my contract in a less than legal or ethical manner, I feel the business is responsible. I would like the $59 charged to me for March of 2014 and the $59.99 charged to me for April of 2014 to be fully refunded.

Business

Response:

Hello-

I just want to provide an update that Massage Envy of [redacted] has worked with [redacted] CC company and has issued a refund for the 2 payments totaling $118.99. I have left a voicemail for [redacted] informing her that we have made the credits to her and that she can call me at any time if she wants to discuss it in further detail.

Thanks,

-[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: deceived by employee as to membership contract. Was not told about auto renew and when I tried to cancel was told I had to appear in person to sign cancel paperwork. Went down immediately (on 9/13/13)and signed and was told I would be called same day to review. After several calls finally a call to me was made 10:41 a.m. on August 13th([redacted] female)went to voicemail called back 10:43 [redacted] unavailable. Called 2 more times trying to reach not available. [redacted] called at 4:11 stating I could use 5 sessions with them within the next 30 days. Found out the delay allowed them to charge me for another month because without them calling me they didn't finalize the paperwork and therefore the contract was still in effect. understand I should read everything I sign. The last straw was the additional payment. The "[redacted]" person was curt and offered no other solution to the issue.

Product_Or_Service: service/massage

Account_Number: no account # given

Desired Settlement: DesiredSettlementID: Refund

I had asked for a refund but was told they are not legally at fault. It may not seem like a lot but I started there to repair muscle tissue lost while going thru chemo. I enjoyed the service and went 2x a month (the contract is for 1 and 90min. unlike the 30 min. the contract needed to uphold. I feel violated and want others to be warned. I work very hard for y money and this was a splurge for me to get healthy again. my doctor recommended it for muscle growth. thanks for listening![redacted]

Business

Response:

Business Response /* (1000, 5, 2013/08/25) */

[redacted] had been a member with us beginning on 1.13.2012 and his membership was scheduled to go into auto renew on 2.13.2013. He executed a 1 year agreement and initialed stating that he understands the terms and conditions of his membership including the auto renewal section. On 2.19.2013, [redacted] came in to Massage Envy

Brookfield to fill out a cancellation form (we need this for processing and documantation purposes) and agreed to a final $59 charge on 8.13.2013 with his membership terminating on 9.13.2013. He claims that he was unaware of the auto renewal part of the agreement however, in 2 instances he initialed and agreed to them. We processed his cancellation according to our policies and provided him 30-days to utilize his remaining massage sessions. This resolution was not acceptable to [redacted] and he demanded a full refund of the sessions, which we cannot provide. We have not done anything inappropriate or in violation of our agreement terms throughout our interactions with [redacted] and I would appreciate it if you would consider closing this case. Additonally, if needed, I can provide copies of both the membership agreement as well as the cancellation form for review in this matter. Thank you very much for your time and consideration.

Consumer Response /* (3000, 9, 2013/08/27) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

The company didn't offer a settlement of any type. The last payment was forced as their cancellation policy mandated the final payment after cancellation papers were filed. I was told I would be receiving a call within 24 hours and their follow up was much later so they could receive the final payment before contact was made I asked for a refund on the unused portion. Not from day one but from the auto renew and thought it was a fair request. To be made to go back into an uncomfortable situation and be given 30 days to use the remaining paid for sessions was unacceptable. I was deceived verbally and if their staff isn't trained or supervised why should it become my issue. Sometimes the customer is right. Sometimes it is appropriate to make allowances.

Business Response /* (4000, 11, 2013/08/29) */

We did provide a solution to [redacted] within our boundaries however, he DID NOT ACCEPT it, just as he DOES NOT ACCEPT any repsonse from us. [redacted] was attempting to work with him, but it was not good enough. Just to clear our name and business practices, we never have and are not in the business of deceiving our Clients (this is why we have paperwork and agreements).

What [redacted] does not want to understand is that we are trying to help him, but he is very short with us and does not want to meet us half way with any resolution. He simply wants to dictate to us what he requires, but we have constraints that we cannot ignore from Corporate.

In summary, we are completely willing to offer [redacted] an extended period of time to utilize his final 5 sessions that are in his account. This will give him until November 12, 2013. This is a fair resolution and I feel optimistic that [redacted] will agree. Additionally, [redacted] can use his membership massages at any Massage Envy so, there is not need to come to the Brookfield location if he chooses.

I look forward to his response. Thanks for your time!