Massage Envy - Arden

I am rejecting this response because: My complaint was not addressed? I understand the current status of my accountI would like to be placed in contact with the Franchisee [redacted] Thank You

***'s account has been cancelled out since she did fill out the cancellation formShe has two remaining hours that need to be used before 12/5/or they will be lostPlease give us a call at *** to book your next appointment

I am rejecting this response because: My complaint was not addressed I understand the current status of my accountI would like to be placed in contact with the Franchisee *** ***Thank You

[redacted]'s account has been cancelled out since she did fill out the cancellation form. She has two remaining hours that need to be used before 12/5/15 or they will be lost. Please give us a call at [redacted] to book your next appointment.

I am rejecting this response because: My complaint was not addressed.  I understand the current status of my account. I would like to be placed in contact with the Franchisee [redacted]. Thank You.

Review: Firstly Massage Envy has did not render any services on the days that these fraudulent charges were incurred. fraudulent charges being repeatedly made by Massage Envy located at 4383 Arden Way, Sacramento, CA 95864. fraudulent charge made on 6/23/13 in the amount of $59.00 without my authorization. I submitted a dispute for the charge to Netspend.com and nothing has come of it. fraudulent charge made on 7/14/13 in the amount of $59.00 without my authorization than later refunded on 7/26/13 without any written notification made to me.

Product_Or_Service: massage

Desired Settlement: DesiredSettlementID: Refund

refund for full amount and discontinue all future charges made to my card.

Business

Response:

Business' Initial Response

We take these allegations very seriously and want to resolve this matter as quickly and fairly as possible. After researching the customer complaint, we have found no record of the name in our system. We did, however, find another name residing in the same address that is connected to a Massage Envy monthly membership. The $59 charges are typical of a monthly membership. In order to resolve this issue, we will need the credit card number associated with the charges in question.

Review: At my last appointment, I told the receptionist I wanted to cancel my membership. (I was inaccurate when I originally submitted my grievance to the store - I noted the wrong date, as my last appointment was in mid August and the conversation took place at the business address). The receptinist attempted to convince me to reconsider or temporarily suspend my membership but I declined. At the end of our conversation she gave me the impression that she processed my cancellation. On (10-7-15) I reviewed my credit card statement and found I had been charged for August, September and October. I contacted my Massage Envy location to inform them of the mistake and have it corrected. I spoke with [redacted] who identified herself as a manager. [redacted] informed me I needed to cancel my membership in writing and needed to provide a 30 days in notice; she refused reimburse me for the unauthorized charges. Honestly, I was not aware of the specific cancellation requirements noted in the contract I signed a year ago. My complaint is I was not told (reminded) or instructed to complete the termination in writing or of the 30 day notice when I spoke to the receptionist. I understand I agreed to the contract terms but I find it troubling that the representative gave me the impression she completed the cancellation and made no effort to advise me of the cancellation requirements. I would be alarmed to think I was intentionally misled or the victim of a deceitful business practice; I would like to believe I spoke with an improperly trained representative. I believe honoring my notice on that day is reasonable and the "right" thing to do. [redacted] was not willing to offer any accommodation and simply did not care because I signed the contract and it was my responsibility to.know the contract terms. I hoped to resolve my grievance directly with the store but have received no response since I submitted an email through the store's website (10-7-15) and via telephone(10-8-15). Thank you, [redacted]Desired Settlement: I requested the oral cancellation be honored. Providing the 30 day notice would have still applied, my final payment would be for Sept. Therefore, I'd like to be reimbursed for Oct and not required to pay Nov. If no consideration is received by the business, I do not intend to use my remaining hours, as to eliminate any additional monetary loss (gratuity). I do not want the masseuse to suffer the consequence of something that was not her fault.

Business

Response:

[redacted]'s account has been cancelled out since she did fill out the cancellation form. She has two remaining hours that need to be used before 12/5/15 or they will be lost. Please give us a call at [redacted] to book your next appointment.

Consumer

Response:

I am rejecting this response because: My complaint was not addressed. I understand the current status of my account. I would like to be placed in contact with the Franchisee [redacted]. Thank You.