Massage Envy

The crew was excellentThey were on time, respectful of my home and propertyIt was a very long day, but they kept their cool and worked very hard to see the job through to my satisfactionI recommend them and would use their services againThank you!

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

This is the response sent to ***:
Good Afternoon ***,
My sincere apologies for the pricing confusion today!
Our prices have increased due to the cost of doing business increasing in *** ***Our gift cards, just as any other retailer, are sold on a dollar value and not an
actual serviceFor example, if you bought a Gift Card at the Gap for $and a shirt you wanted to buy was originally on sale for $49,but on the day of purchase the sale has ended and the shirt's price goes back to the original $69.99, the customer would have to pay for the full price
I do understand your concern and that you and your daughter expected the Gift Card to cover the 90-minute sessionWe never want any clients upset with our establishment and always strive to provide the best customer service to allWe will definitely go ahead and refund the $for your daughters appointment today! We value you and your's daughters patronage and look forward to seeing you both at *** *** the clinic in the future!
Please do not hesitate to reach out to me with any further questions at any time!
Kind Regards,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
With all of the credit card fraud and holidays just around the corner, I WILL NOT give my credit card # out on something that was supposed to be a nice gift Unfortunately this gift has done nothing but cause unneeded drama! As far as a walk in goes, since I will not give my credit card out...like you said, you fill up quickly; therefor how do you expect to get me in? HMMMMM I WILL NEVER EVER USE OR ENDORSE MASSAGE ENVY! When this card was purchased, no one made my husband or friend aware that 1-I needed my credit card on file and 2-that there are no walk in's during a working mans hours available! This card is completely unusable due to those facts, That their response does in fact confirm!
Regards,
*** ***

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. However I never made the appointment and also have the paperwork showing I didn’t make a appointment but do have recommendations on when I should return. And the problem wasn’t with their cancellation policy it was that they charged another person account for something I never did also the other account that was charged the individual never gave consent for the transaction. The massage envy after several calls to talk to a manager was never met however a girl was finally able to address the problem and voided the transaction. Also I requested a manager to call and never received a call from a manager. Because of the poor service and dishonesty from massage envy I will never return. 
Sincerely,
[redacted]

This has been refunded last week and the location that holds the membership(not ballard) (we are all individually owned and operated) is responsible for the refund and cancellation.

Hello, I spoke with the client and it looks like everything has been taken care of. Thank you Jenna

Revdex.com:
"line-height: 150%;">I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Company's response below:
From: [redacted]
"">>Date: Thu, Jan 14, at 2:PMSubject: Revdex.com Complaint ID#[redacted]To: [redacted]
To Who it May Concern, I am writing in regards to complain ID # [redacted]. Client, [redacted], came in to receive a massage on 1/2/This massage was gift to her and no payment was neededShe did request to leave a gratuity for her therapist in the amount of $We processed her request. On 1-4-Ms[redacted] notified us there was charges for $10, totaling $on her card instead of $Our system and records are only showing one charge in the amount of $so we requested that she provide us a copy/screenshot of her bank statement so we could identify the second charge. She spoke to the [redacted] on the phone who directed her to bring this proof inWhen she arrived to the store, [redacted] had just stepped out on a lunch breakThe [redacted] tried to assist her but she refused[redacted] let her know that [redacted] would be back in 15-minutes and she was welcome to waitMs[redacted] instead left and said she was calling the Revdex.com. We must receive some form of proof that a double charge was placed on the account in order to process a refundMs[redacted] said she doesn't want to give us that because she thinks we stole from herWe did not double charge her intentionally as it had to be a computer error since we are only showing a single charge processed. We are more than happy to resolve this issue but as businesses operate there are specific items needed for a refund to be processed. Please let me know if any additional information is regard. Thank you for your time. [redacted] Massage Envy [redacted] (Phone)[redacted] (Fax)

I am rejecting this response because:
For a place that relieves stress, all you have done cause stress.your policy is designed to make money no matter what the expense. Any good company would see that I hadn't been there in a whole year and would be more considerate to there customers needs, and ad I requested when I brought my account up to date I asked not to use that credit card again for that specific reason. because you internationally disobeyed my request I now have fines due to my bank.someone should of mentioned  that I might be charged after I asked not to use the credit card again because I wouldn't of used that particular card.chalk it up as a loss and lesson learned. Unsatisfied customer and I will never return due to lack of respect to the customer and the way you presented and handled the situation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I would like to respond to the merchants answer. I was a good 30 minutes in the massage while the therapist was trying to fix the issue. Opened the door for a bit to get the cold air in. Did not use hot towels. Went to search for a fan. This all evolved over time. So, yes I could have walked out but I was already into the massage with her trying to remedy the situation. I immediately asked to speak to a manager and there was none on duty. It took 4 times of me calling in and not getting a call back to finally reach [redacted]. She offered me a hot stone treatment (per the owner) on my next service. I said no that I think I should at least get 30 minutes added to my next service. (not 90 minutes free but 30) She said she would ask the owner and would get back to me but could not tell me when she would. I told her I had called corporate to let the owner know I wasn't going to let this go. When I called today (after reading this complaint) [redacted] told me she talked to the owner TODAY and the owner ok'ed the 30 minute add on. I presented her with all the lies the owner provided to the Revdex.com (been calling me multiple times, I demanded a 90 minute massage- lie) and told her I have a phone bill to prove no one has called me from Massage Envy. While I accept the outcome this owner and possibly manager are liars and if they would just respond to complaints I would not have to go to the Revdex.com. Funny I did not hear from them for weeks but the day I file a claim they suddenly respond.
 
 
Regards,
[redacted]

The membership has been canceled and I see a refund for 55.00 has been processed.

Complaint Information: Ms. [redacted] is a member of Massage Envy in [redacted] which has roughly 1800 members and significantly more massage therapists than our location which is about 550 members and while she is entitled to use her membership at any Massage Envy nationally she is not a...

member at our facility. Although Ms. [redacted] was not able to get an appointment with us to to our more limited appointment availability she could have booked an appointment at her home clinic in [redacted]. Additionally she wanted to be refunded for her membership dues for the past 2 months when she did not come because she was unable to get an appointment. Because Ms. [redacted] is not a member of the [redacted] location she does not pay any membership dues to us but rather pays those dues to her home clinic in [redacted]. Lastly, Ms. [redacted] was contacted by a manager from [redacted] and then subsequently by the Regional Operator of the [redacted] region who helped her to understand the membership. She was given an appointment at the clinic in [redacted] and provided compensation for her issues.

At this time, I have been contacted directly by Massage Envy regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here]
 MY funds was returned to me however they never forwarded the letter to me stating that my memberships were cancel and...

nothing was placed on my credit report and no cancellation fees are reported. I need this sent to me in writing to my address[redacted].  As soon as this is received the case will be closed.Thank you for your help regarding this matter
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I have left a message for the client regarding her experience.Thank you.[redacted]

Mr. [redacted],
Thank you for this opportunity to respond.  I know that we have been communicating with you but have not heard back from our latest efforts to provide a reasonable and generous solution. I recognize that our service has been less than perfect due to the current labor shortage,...

and it has been difficult to get in, but we are working diligently to solve this problem and hope to have some relief in the near future and appreciate your patience.  To summarize our proposed options:
1) I know that we currently have you scheduled on our books for most of your massages available. We need to know soon if you plan to take advantage of these appointments. If not, we can open them up to other clients.   Also, in good faith, we generously offer to waive any new monthly payments until you can get caught up with your unused member sessions.  At that time if you wish to cancel your memberships we will do so without any further commitments, or you can continue to be a member.
2) We have also offered to meet you halfway and will immediately reimburse you for half of your unused member sessions with gift cards or a cash refund and will cancel your memberships with any further commitments.  
As I stated, I consider this to be a very reasonable and generous compromise to our current situation.  Please let us know what you decide soon so that we can either keep your appointments on the books or reimburse you with one of our options.  
Thank you for your past patronage and I hope we can resolve this amicably.
 
Jim D[redacted]
Owner

To Whom it May Concern:We believe we have made a fair and reasonable offer especially considering the Wellness agreement that was executed.

First of all, just because I am accepting a cancellation form does not imply that I am accepting the fact that I had a membership. In fact, when I submitted the form, the person assisting me even stated, "Yeah, I'm sorry, I'm not sure why you were signed up like that."
And yes, you are correct - the fee was waived twice. Once because I had no clue I had to use 3 hours in one month in order to avoid what was explained as a "fee for not using hours," and the second time because I did use three hours in the calendar month, but it wasn't within the fiscal month - which no one had previously explained (this seems to be a common thread).
My first time attending Massage Envy in Fontana, a young lady with blonde hair spoke to me about signing up for a membership after knowing that I was only there to use hours that had formerly been paid for. Why in the world, would an establishment try to sign up someone, who is already signed up (as you are stating) ? Either the management or employees are clueless or facts are left out of the picture. I blatantly and explicitly stated that I DID NOT want to sign up for a membership from day one. I was told the forms I was signing were simply because I was going to be receiving services, and it was NOT a membership. Later on, after the first initial withdrawal from my account, it was explained that I was only going to be charged the $59.99 if I did not use 3 hours a month from the massages that had been previously paid for. So yes, the massages technically are being double charged. They were paid for by the previous member and now, they are paid for again by a ridiculous penalty fee - which you are stating is a membership fee, but was incorrectly explained to me. If the fee was under the circumstances that I was locked into a membership, that should have been explained . . . instead of conning me into thinking I was paying a fee for not using 3 hours a month. And when I did use 3 hours in a month, the fee was waived; so if a member uses three hours in a month, they don't pay anything ? What a deal !
I have done my homework, I have seen the countless amount of class action lawsuits against Massage Envy; I know I filled out paperwork because I was told I had to in order to receive services. What is not okay and what is extremely deceiving is that fact that I was told it was NOT a membership, I was also given the entire speech about why signing up for a membership is beneficial (and I said NO), I was told the charge was a fee for not using hours, and during cancellation, it was unclear why I was signed up the way I was. Per what you are saying, someone in the last year should have explained : "I am so sorry, you were actually signed up for a membership transfer and that is why you are being charged the monthly fee; because of the misunderstanding, we can definitely fill out a cancellation form." I was misled and it is completely unethical.
Also, if a previous member has already paid for hours and transferred them to someone else. . . why would you and Massage Envy think it is okay to sign up the latter person for a membership ? The hours have been PAID for, they are floating around unused in the universe, how does it make sense to now charge the person again for using hours that have been paid for previously ? The correct practice should be that the person receiving the hours can use them up, and THEN, one of your employees should try to sign them up.

To whom it may concern: It was brought to our attention that [redacted] submitted a complaint on 1/11/16 regarding an issue with an online gift card purchase. We have reached out to the customer via phone and email and offered the following resolution:The gift card was resent to the customer...

yesterday (1/10/16). Warm regards, Massage Envy Franchising, LLC

Initial Business Response /* (1000, 9, 2015/11/13) */
Ms. [redacted] came in to Massage Envy Ontario for an appointment on 10/19/15 and was asked to fill out a new Massage Wellness Chart, which asks important health-related questions to ensure therapists are aware of clients' medical histories and if...

there are any contraindications to massage therapy.
Ms. [redacted] became extremely upset and refused to fill out any of the forms. While a Wellness Advisor was assisting Ms. [redacted] in the Tranquility Room (member waiting area), she began to raise her voice at the employee while around other guests. Ms. [redacted] also violently slammed down the clipboard she had in her hands with the forms, displaying behavior that threatened the employee and the guest in the room.
The Business Owner, [redacted], attempted to speak with Ms. [redacted] immediately after, however Ms. [redacted] left the premises. The owner attempted to reach Ms. [redacted] by phone to no avail. At this time, Ms. [redacted]'s membership is no longer active at Massage Envy Ontario.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again I reiterate the fact that this was my THIRD form, that was exactly the same. As the response states the form contains "medical histories," which had not changed since my previous appointment three weeks prior. There are laws to protect health information and the fact that they already had two completed forms, and were requesting a third denotes that they are irresponsible with sensitive health information.
Secondly, the front desk associate invited me into the waiting room stating that there was an error and I would not have to fill out the paperwork yet again. By the time the associate came back with the form yet again, only one person remained in the member waiting room (as they were thinking I would be okay with a greatly truncated massage?), because all the other clients had been pulled back for their therapies. I attempted to fill out the form, but was so furious I was unable to write, so as not to further engage with such incompetent people. The associate appeared to be sympathetic (and not threatened), as I told her in a normal tone I was going to be leaving.
[redacted], only attempted to speak with me when I was walking out, and at that point there was nothing she could have done to rectify the situation. Seriously, would she have actually deactivated my membership, urged me to fill out the forms yet again, reassure me that all my lost health information from previous visits is in safe hands, apologize for not letting me know that not once but TWICE, my therapist has left. On a voice message about an hour later, she offered to extend my membership a few days so I could use my last massage which was too little too late, as I had resolved that $59.99 was worth the fee to cancel and have such a corrupted business out of my life.
I am happily no longer a member of Massage Envy. The whole staff there is unprofessional. Getting them to cancel my membership had been a blessing, but has not been without complications. They never addressed how my cancelation paperwork dated 8/26/2015, went missing and they failed to honor it without me providing my copy as verification. (Yes, this was all going on prior to my appointment). To add insult to the situation, they still billed me on 10/24/2015 even though my contract explicitly states that my final effective date was 9/24/2015 with an expiration of 10/23/2015. I have since canceled that credit card due to their fraudulent billing practice, and am in the painful process of retrieving the balance that Massage Envy eventually credited to my inactive account.
If you want to get picky regarding Massage Envy's response, there are other more serious accusations at play that have bearing on all customers of Massage Envy, and not my situation. Specifically, Massage Envy failed to address that they had no documentation of my cancellation at this visit, they have not disclosed where all my previous HIPAA sensitive information disappeared to, they failed to notify me that my regular therapists (on two occasions) had left their establishment, and never gave notification to come early (as they do with new clients with whom they require filling out paperwork)thus they would have started my massage extremely late.
I have said all that needs to be said, but I want to warn any potential clients of Massage Envy that their private health information may not be private, canceling a contract is a pain, your massage my not be as long as you expect it, and if you find a good therapist-next month they likely won't be there.
That said, I am done with Massage Envy, and moving on with my life.