Massage Envy

Complaint: [redacted]I am rejecting this response because: I want more than 50% of our money back. I can settle for 75% of the full amount back. That is still fair seeing as any money the business keeps is 100$ profit without spending any resources or employee time. It's a fair trade to end this. We get most of our money and you still make a small profit. Thank you for being reasonable.Sincerely,[redacted]

I am sorry that in the 90+ hours per week we are open you could not find time to come in. We do not have special senior hours nor do we have special mail hours for special teenage hours or special women hours. The complaint tent had 60 days to use the membership within a very flexible schedule and ample openings given any amount of notice. There’s nothing more I can do for this person

Dear [redacted] contacted our store on 7/31/15 and requested a refund of her services not used. [redacted] last used her services on 6/26/15. [redacted] was contacted on 7/31/15 and was informed of our cancellation policy; in order to cancel an account, we need a signed cancellation form....

The only signed cancellation form we have from [redacted] is dated 8/28/15. [redacted] was contacted on 9/17/15 to verify that she understood that their was no refund due to her. [redacted] answered the call, but did not want to speak to us. She said that she was at work and could not talk and hung up. [redacted] was contacted on 10/2/15 and agreed that the only refund due to her was the payment of $59.99 that came out in September 2015. [redacted] requested an immediate cancellation. The cancellation was done on 10/2/15, however the refund did not go through. Because it was an immediate cancellation, all of her information to refund her was lost. [redacted] was immediately contacted on 10/2/15 to get her credit card information to refund her payment, but she did not answer so we left a message. [redacted] was called today 10/15/15 and a message was left.-- [redacted]

see attached.

We have already resolved all issues with this client. We honored her requested, cancelled her membership and waived her past dues. If anything is needed please let me know. Thank you!

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 cancellation policy is clear as day on the agreements. It seems the client wants to use one cancellation date to get a month's payment refunded and wants to use another date of cancellation to begin her sixty days.At this point, I don't have the time or energy to keep this nonsense up. I will grant the client 30 more days to use what's remaining in her account. The additional 30 days will begin on March 20, 2017.Thank you,Massage Envy Bethesda

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Massage Envy is unapologetic and continues to insist that they have a right to sell gift cards for the SPA special and then not honor it.  They place a SPA PACKAGE sticker on their gift card, and tell the buyer that they are buying a 2 for 1 SPA package special.  There is NO EXPIRATION date on the SPA SPECIAL sticker.  Then when you show up with your card to redeem said SPA PACKAGE, you are told that the special offer is over.  They never said WHEN it was over.  I guess it is over any time you show up to redeem it!I only received one service with my SPA PACKAGE gift card, when I should have received two.Massage Envy is and continues to engage in deceptive sales practices.
Regards,
[redacted]

Dear [redacted],Massage Envy is a membership based organization. Your acknowledgment of our wellness agreement agrees that you will no longer have access to refunds or credits of any kind under the cancellation policy. According to the notes on your profile we have made several attempts to contact you...

to set up a financial plan to get your membership caught up and into good standings. The cancellation policy states that we may cancel your membership if payments are not being made. Our management team explained the policy to [redacted] and he became upset and hung the phone up. Massage Envy cancelled [redacted] account upon non payment as a result of several months of being suspended. We would have been more than happy to offer him financial relief during this suspension time to allow a plan for payment. Best Regards,Spa Director Jaycee G[redacted]

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
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.  The resolution is satisfactory, however no one has spoken to me so that part if the response is incorrect.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  They refunded one month's membership fees and have promised that this will not happen again. 
Regards,
[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 if we can come to an agreement in the length of my membership.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I have not received re-imbursement for the 2 sessions. I contacted [redacted] yesterday, 3/16/15 and got a voice mail to the office. I left my name and phone # for her to get back to me because I did not receive the credit on my charge card. I explained that, the same day I filed the complaint my wallet was stolen and I had to cancel my credit cards, that is why I specifically requested a check for re-imbursement. She did not return my call. I called today 3/17/15 @ 12:15pm and again got a voice mail. I would assume if a credit was issued to a credit card that was no longer active, that it would reflect as unaccepted on their end. So I did not receive re-imbursement and I am not satisfied, therefore, not accepting this response.
Sincerely,
[redacted]

I spoke to my staff and they stated that they told Mr. [redacted] that him and his wife needed to come in or fax a cancelation form.  We can not cancel a membership without it being in writing.

I looked up this client's account and we have already spoken with her. We initally spoke with her on November 20, 2017 discussing options. On December 9th we processed her cancellation and have emailed her letting her know the process. Please let me know if there is anything else that you need...

from me.  Thank you, [redacted]Business ManagerLakeway

To whom it may concern,I am responding to complaint [redacted] from [redacted].[redacted], signed our Membership Agreement on 3.6.14, she has been our member since.With our Membership Agreement [redacted] can receive a 60 minute session every single month. If at any time she cannot come in...

and use her sessions, they do roll over to the next month and don't expire as long as the membership is active. [redacted]'s last visit was in July, 2015 So her unused sessions were rolling over. in November of this year, [redacted] called to start booking appointments to use her sessions. She only wants to see one of our most requested therapists, Shirley, who gets booked months in advance. At the time [redacted] wanted a 90 minute session but Shirley only had a 60 minute session available, the sales associate she was speaking with at the time booked her for the 60 minute session informing [redacted] that she would leave notes for her colleagues that if Shirley's availability changed we would let her know and change the 60minute session to a 90 minute one. The day before her appointment [redacted] was called to confirm the appointment and she was very upset to find out that it was only a 60 minute session. She requested to speak with a Manager, so I called her back immediately. I apologized for the miss communication that happened and tried to explain the situation. [redacted] wanted her five sessions remaining to be refunded which I explained I would not be able to do. I waived her November payment and help her book 3 massage sessions with our therapist Shirley and one facial session with Monique. I told her we would also waive the $10 facial fee for her. [redacted] wanted to cancel her membership, which she did and gave her extra time to use her sessions.Since this complaint was written, [redacted] has been to our clinic twice and she has received massages and facials. She only has one more appointment on December 24 at 10:30am for a 90 minute session and at that time She will have used all her remaining sessions.If you have any more questions about this client please feel free to give me a call at 484-342-8888 or contact me via email [redacted] @[redacted].com.Mary N.Clinic Manager

In response to [redacted]'s reply to my initial clarification of the situation I would like to add the following:
On 3/17/15 - I responded to a voicemail from [redacted] stating that her card had been stolen and asking where her refunds had been sent. I told her I would contact our merchant services company and find out if the charges had left our account and been placed on her card.
On 3/19/2015 - I asked one of my staff to contact her and to let her know she was not forgotten and that we are still working on tracking her refunds.
On 3/20/15 After speaking with our merchant services company I explained that her refunds had left our account and had been refunded to her stolen credit cards. I further explained that there was nothing else we could do to support her with this process and that she needed to contact her credit card company to find out where the charges went. I gave her all the relevant information that she needed to follow up with her credit card company.
We have not had any further communication with [redacted].
Best Regards, [redacted]t
Business Manager

Response attached

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Ms. [redacted] submitted an email to our location requesting that someone contact her regarding cancelling her membership. [redacted], the Assistant General Manager, contacted her back to go over her options with her. At that time, she disclosed to him that she had relocated and wanted to cancel her...

membership, as opposed to the frozen status her membership is currently in. ** reviewed the terms of her agreement with her, and reviewed the membership cancellation policy with her. The policy is as follows: if a member relocates more than 25 miles away from the nearest Massage Envy location, they may cancel their membership by providing proof of the relocation, or, if a member becomes medically unable to receive massage, they may provide a doctors note to terminate the agreement. ** explained to Ms. [redacted] that if she could provide him with any documentation to show that she lived more than 25 miles away from the nearest Massage Envy location, that he would be able to process her request right away. I have attached her initialed and signed Wellness Membership Agreement, showing that she did agree to and authorize the above stated terms and conditions. A copy of this agreement was also provided to her at the time of her signing up, on 9/9/15.