Massage Envy

I cannot provide a different answer than previously stated.   We do not give refunds on purchased gift cards, as it is stated on the gift card.  As I stated, this is normal in any industry.

[redacted] Please See Attached Documents [redacted]
We have communicated with the complainant and explained how our dues based program works, in that she was not purchasing massages but paying dues on a monthly basis to be able to come in and get a monthly membership massage.  If she did not come in a...

particular month membership massages would carry over and she could use them as long as she remained a dues paying member, but if she cancelled her membership she would lose access to any unused membership massages. This is spelled out very clearly in our membership agreement.  Unfortunately she chose not to come in for many months.  Even though we are certainly not accountable for her choice not to come in for many months, in good faith we extended her an exceptionally generous offer of many gift cards that she could use at any time in the future, with no expiration date.  She has accepted this gracious offer.

To whom it may concern: It was brought to our attention that [redacted] submitted a complaint 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 purchase was refunded to the customer's credit...

card on 1/4/16. She was notified via email and phone. Warm regards, Massage Envy Franchising, LLC

I received your complaint regarding Massage Envy.  Please remove [redacted] as the owner and my name as admin.  add [redacted].  His contact information is [redacted]@massageenvy.comMr. [redacted] is the owner of Massage Envy Clovis.Thank you[redacted]

To whom it may concern - a credit was issued for all his outstanding services from his agreement on October 21. An email was sent to the customer informing him of this. Please see attached PDF of credits. thank you.  [redacted]...

[redacted] 
[redacted]

We are required by contract to honor the membership for 60 days past cancellation (via class action lawsuit).  We have honored that.  We are open from 8am-10pm m-f 8-8 s-s.  A call just a couple days in advance and there are/were ALWAYS openings.  We have stood up to every...

obligation that we should have.  If another clinic broke the rules and offered an additional 30 days, that is their choice but not an option we are allowed to offer.  I consider this case closed as we've done everything we should have.

To Whom This May Concern,Please be advised that I have reached out to the client Kali King regarding this matter.  We will be issuing her the refund that she has requested today.  I have attached a copy of the contract Kali King signed on the day she signed up for the membership here with...

us.  Please note that the contract term was agreed to be from 8/**/17- 9/**/18 and that any cancellations before the date 9/**/18 would have to be validated by giving a doctors note that the guest is no longer able to receive our services or with proof that the guest is moving 25 miles away from any Massage Envy location.  As a courtesy, we cancelled Kali's account early, without this documentation and without charging a cancellation fee.  Since the contract was cancelled in this manner the membership benefits were null and void.  In an effort to appease the situation we have agreed to fulfill Kali's request and issue her a refund in the amount of $60.  We take pride in our services here at Massage Envy Lake Grove and we apologize for any inconvenience. Sincerely,Giselle M[redacted]

To Whom it May Concern;As stated by the Complaint-Ethical is what we are holding byThe Facts are Facts and we are not at fault by any means- we have tried to let the member know what she needs to do to help resolve the issue. Instead of her allowing me to speak and help her she has gone on this full war attack on our company. I have heard her complaint many times, no one is attacking her character as she did this on her own by the 1 original documentation that was sent. I am holding to Company Policy and that I would be more than happy to help her. Again stated there was really no need for Emails of any nature but for her to use as an attack method on our company. I hope more people would speak up if they have problems with our company so that we can Work to resolve the issue/Complaint. The verbal tone of one person can lead into multiple issues or resolutions. I am happy to resolve any issues with any of my customers, but they also need to take responsibility for their actions and be accountable for it.if the Complainant is ready to move forward with a resolution that is fair on both parts I would be more than happy to help.As Always we are just following proper protocol and Company policy.If you have any further questions please call [redacted]
[redacted]

Initial Business Response /* (1000, 5, 2016/06/14) */
Contact Name and Title: [redacted]
Contact Phone: 714-814-7491
Contact Email: [redacted]
Romanoff Manager apologized for the scheduling delay. The Customer's install was completed on 6/5/16. Customer signed lien...

waiver release that they were happy with their new carpet.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I am posting photos of the gift card as you can see it says it is not redeemable as if received as a gift. I did not receive this as a gift I purchased it and I am trying to get them to do the right thing and refund my purchase as I am unsatisfied with the service. they have taken my $50.00 and will not return it this not only stealing. it is a matter of principal am I am taking legal action to resole this and to ensure this will not happen to other people in the future I have no intent of back down from my position

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12077616, and find that this resolution is satisfactory to me.

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. 
We spoke today and I provided a NEW CARD to which they can apply the refund. They've advised that it should appear on my card in several business days.
Regards,
[redacted]

It's unfortunate that this member has misunderstood the transfer of membership from her boyfriend mother to her. We are a successful individually own Massage Envy clinic that is professional with licensed Massage Therapist with a goal to provide a therapeutic massage to heal the human body of pain. Member stated that she had turned down joining our membership during her initial service and experience with us is true. It was later when her boyfriend mother convinced her to take over her membership that she changed her decision for the membership. Her boyfriend mother was experiencing some serious medical challenges and was seeking to transfer her membership to her children but later decided on this person of discussion because she wanted someone to have her accrued paid services. Our member notes show that we have contacted both members (boyfriend mother and current member) to properly setup the transfer with the new member credit card on file. we even had to reimburse the previous member because current member had not completed the transfer requirements. We requested that the former member contact current member to inform her that she needed to sign the transfer agreement and place a credit card on file for the membership monthly dues. See Include transfer agreement and member notes that shows she had even wally completed these things. For this member to suggest she has been intentionally misled by our business is untrue. Included are notes from our computer system that our "Front Desk Associates" has written down following most conversations or interaction with her. Also Included is a copy of the client billing history that shows the refunds and waivers of membership dues extended to her as a courtesy and good practice to, accommodate the member. Please review as a timeline to understanding the facts of this situation and 1 that the response of information from our member is partially correct and out of sequence f time of happening if happened at all. We did not mislead her but simply tried to accommodate the desire of the former member who brought to our attention that this current member would like to take over the membership. Current member may have been excited to have the 3 accrued services from previous member but current member failed to do her part of using the accrued services in a timely manner. Member mentioned that she did not have a membership account is false as well. Member a reed to take over or transfer membership from boyfriend mother. Provided is a copy of the transfer request form signed by her and approved by our manager. This member was told that she was taking over a membership with a monthly dues payment. For review of the member notes, you will read hat her account was past due when we contacted her to update her credit card on file for the membership. She did in fact update her credit card to continue the membership monthly dues (see member notes history first page dated AR 3/30/16). She has had too many service transactions to not know she was a member. Also in the member notes you will see that our employees explained to her that they would waive her monthly dues of the membership if she used the 3 accrued services from the boyfriend mother by the end of the month. This is our catch up plan for members with 3 or more accrued services in their account. The plan allows "members only" to use their accrued services without having to pay any dues for the month. This was the plan she was provided by waiving the payment for the month. Unfortunately member failed to use all 3 accrued services and allowed the waiver to lapse which triggered the automated payment of normal monthly dues. She was asked to use the 3 services and inform us when completed within a month's time. By her informing us the manager can easily place another waiver for the following month or process a cancellation if wanted by member. Unless the member request, ask, or inform us that they are interested in our catch-up program we do not know who to grant or waive a monthly payment because we don't have a tracking system in are computer. Also note that this program is a courtesy and not a guarantee which is used and designed to benefit our members. Also, our computer system does not allow the manager to wave monthly payment is indefinitely; like I believed the member wanted. Member eluded that we double billed her is inaccurate too. we are a membership based franchise with monthly dues that comes with a service as part of the membership payment. This member as 16 accrued services in her account for use. She has NOT lost any paid accrued services nor was she doubled billed for any of the same accrued services. With so many, it only makes sense to place her on the catch-up plan. Allowing her to use up some of these services without paying and still accruing more would decrease the amount of accrued services without payment. She has completely, misunderstood the catch up program we were providing for her. From reading the notes and looking at the buying history she knew that she had a membership and was unable to visit our clinic more frequent to get a massage and use her accrued services. Using the accrued services is the responsibility of the member. Inclosing, we've provided much information and facts that show this member history with its. At this time we have received and accepted her request to cancel. Also included is the Wellness agreement cancellation form that reiterates she has 60 days from the effective date of cancellation to use any accrued benefits or services or they will expire and she will no longer have a right to them, If she has a change of heart and now understands our catch-up plan, don't hesitate to contact us and request to speak with a manager.

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]

Please note: this complaint has been resolved with the client to her best satisfaction.Please advise if you have any questions.Kind regards[redacted]Business Manager

The first thing I would like to address is that [redacted] D. [redacted] is not even a member at my Glen Carbon, IL Massage Envy.  She is a member at O’Fallon, IL.  [redacted] has never even stepped foot in my location and by no means should not be reporting my business for any type of...

misconduct.  I have attached her and her dependent’s history of my location.  As you will see, she transferred a massage to our location for herself and dependent to use at our location from O’Fallon, IL.  Our cancellation policy for every Massage Envy is a 50% same day charge and a no show 100% charge.  Following protocol, we did charge her and her dependent for a no show on 8/5/17.  These time slots are reserved for the client and if that client does not show up, our therapist loses out on pay.  Her membership agreement that she signed is with O’Fallon, IL location, not mine.   She signed off on all the terms of her agreement including the cancellation policy.  [redacted] did call the next day (8/6/17) and express that she had an emergency and my front desk failed to notify management (she was new).  We do understand that emergencies happen and since she did notify us the DAY AFTER, it isn’t possible to refund a massage transferred in from another location.  I was not even aware of this charge until she called September 29th about the charge.  I did return her call and left a message asking her to call me back.  She has not called back but I explained in the message that even though we charged her, I am willing to give her those charges back in the form of points (meaning dollar amount equal to massage)…the only difference with points is that they have to be used in the clinic issuing them.  Therefore, I feel I have taken care of everything I needed to and took care of her and gave her the refund for the charge of the no show.  Everything else she is addressing in this complaint is not my clinic and therefore should not hurt my business.  She needs to address everything else with O’Fallon, IL Massage Envy.  We are all franchises.

Ms. [redacted] was a member at Massage Envy Mashpee Commons.  In May, she asked to end her member contract early. We explained to her that the 12-month contract could be cancelled if she moved more than 25 miles from the nearest clinic and/or if a doctor wrote a note stating that she was no...

longer able to receive massages.On June 4, I received the cancellation request with a dosctor's note in my inbox and processed the cancellation on June 14 as per the Cancellation document Ms. [redacted] signed.  A scheduled monthly membership dues processed in the 10-daytime frame as per her member cycle -- and the credit can still be used until August.Earlier in the week, Ms. [redacted] requested a chargeback from [redacted] for the charge.  I've attached my correspondence which fully explains the case.  Based on my documentation the [redacted] chargeback was reversed on July 13 . . . and it looks like the Revdex.com complaint was initiated on July 14.I feel we lived up to our obligations with Ms. [redacted] throughout her interaction with the clinic.Regards,  [redacted]

The account was already canceled when we did not hear from her. We left multiple phone calls but the mailbox was full. She is asking for removal of final charges. We will remove the charges. We have also taken her out of our collections website so she will not receive anymore invoices. The account...

has been canceled.

The $12 has been credited to her account.