Massage Envy

The regularly scheduled business day the client is speaking of, every Massage Envy in our region was closed due to a regional event.  I spoke with this client and let her know this.  Also, she only wants specific therapists for her and her husband.  The days that she wanted these...

therapists, they do not work together.  She informed us that she wanted them to come in on their days off, which is not possible due to our therapist having other jobs, being in school, etc. The only days these therapists worked together, the clients were not able to come in.  We have worked with this client and recommended her to different therapists. [redacted] came in on 8/19 and used one of her massages leaving her with three massages under her name and four under her husbands.  They can come in anytime and receive those massages, but they refuse to do so.  In regards to her freeze request (her request to put her account on hold), it has never been our policy to freeze over the phone, all of our employees know that a form must be filled out and turned in to the manager.  [redacted] was also told this, and she did in fact fill out a form for her and her husband on 8/11/16, for which we processed the freeze accordingly.  So it does not make any sense when she claims she was told "only a manager could do it over the phone".  I have a attached a copy of said freeze forms.  I did call [redacted] and let her know that if she wanted to cancel her membership, again she needed to fill out a cancellation form, which she has not yet done

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]

Terrible customer service at this franchise location of Massage Envy. I have been scammed out of a cancellation fee for an appointment I did not even get to attend.
This franchise is poorly run, and I would not recommend you use it.

Complaint Information:
text-align: left;" valign="top"> 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.

My staff did email [redacted] a form to cancel your Wellness Program on 9/13/16 and never received the form back.  I, Salina  owner of Massage Envy Rio Rancho called [redacted] on 12-5-16 at 12:45pm to let her know that I did cancel her Wellness Program and was hung up on twice.  [redacted]'s account has...

been cancelled and she no longer owes for her membership dues.  Any further questions please feel free to contact me at ###-###-#### or [redacted].  Have a wonderful Christmas!

Inspire is a great agency that we have been working with for over 5-yrs now. They have handled all of our needs from designing our marketing materials, printing, webpage design, email marketing, video production and much more. Inspire has not only helped us grow our business but has helped the transition into the ever evolving digital age a smooth ride. I feel they are always keeping the best interest of the company first and don't try to push products/services if you are not ready and/or the right fit. I would highly recommend Inspire to all companies whether big or small as they not only give great service but also sound advice during consultations.
Thanks Inspire, keep up the great work!!

We contacted the client yesterday via phone to let her know that we can refund the monthly EFT and to discuss if she would be willing to continue her membership. We have not heard back from her yet. We will move forward with the refund and canceling the membership if we do not hear back from her by...

Monday.

Revdex.com Serving New Mexico and Southwest Colorado 7007 Jefferson St NE Ste A Albuquerque, NM 87109 Phone ###-###-#### Fax ###-###-#### Dear Revdex.com: I am writing you regarding a complaint submitted to the Ventura Place location. The ID...

reference is [redacted]. As I stated earlier in our conversation, we have already refunded this particular customer the full amount he requested on the day he came into our clinic. We also called his home location and asked them to pull his member service back to their location, per his request. We called this customer the same day this complaint was filed and informed him that he had been refunded the full amount requested and had his member service pulled back over to his home location. I, myself, also called this customer about a week later and informed him, again, that we had refunded him the full amount requested and had his home location pull his member service back to the home location. He has yet to return either call. As far as we can tell, we have done everything we can to rectify this situation. Please let us know if you need any additional information from us. Thank you. Sincerely, Massage Envy Ventura Place 885o Holly Ave NE Ste H Albuquerque, NM 87122 Phone ###-###-#### Fax ###-###-####

We are unfortunately not able to refund the gift card value to the client.  In order to use the gift card without reserving in advance, client can walk in for a same day appointment (weekdays and in particular Tuesdays and Wednesdays would offer...

best chances of having slots open for walk ins), OR reserve in person and pay in advance with the gift card.We would like our client to understand that requiring credit card confirmations is a standard practice in our industry. We have a very high demand for our services and missed appointments that are not guaranteed represent a significant loss of income for our therapists. Our credit card processes are very secure and have the highest level of fraud or identity theft protection.  Gift cards, however do not have that same level of protection so we are only able to use it as a form of payment when the card is physically presented.We look forward to being able to serve the client in the near future. Thank you

Initial Business Response /* (1000, 5, 2016/11/21) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@massageenvy.com
[redacted],
First, we would like to thank you for submitting your comments regarding your concerns. My name is [redacted] and I am the...

Clinic Manager for the Pine Valley Crossing location. I would be happy to address any concerns or questions you have. We received your cancellation request and doctor's note on November 6th, 2016. Your membership was cancelled immediately. We apologize you did not receive the refund right away for August and September payments as promised. That was an error. A refund in the amount of [redacted] has been credited to your card.
We thank you for taking time to let us know how we can improve. Please do not hesitate to contact me with any additional concerns or questions.
[redacted]
Clinic Manager
Massage Envy
Pine Valley Crossing
[redacted]
Fort Wayne, IN XXXXX
(XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent both in multiple times. Your staff ignored me for over a month. Were there further charges made to my credit card? I don't know because I no longer have the card number. I cut it up, entered a debt relief program, and cannot remember my password to get into that account. I think you need to address why I had to wait over a month for a reply.
This is also pending the Indiana attorney general's review. I suggest you come up with an explanation fast. Your staff and you, did not do their jobs on this situation. I won't release your company from a review from the attorney general's office.
[redacted]
Final Business Response /* (4000, 13, 2016/12/01) */
[redacted] - your complaint indicated you wanted refunded for $119.98 for August and September. In my original response to the Revdex.com, I incorrectly put the months September and October. It should have stated August and September. I updated the Revdex.com with this, but I do not see it as posted with the Revdex.com. You were NOT charged for October. You were charged for August and September and you were refunded for August and September. As for the the apology, we have apologized to you multiple times on the phone and in emails. Again, We sincerely apologize for this confusion and we have fully refunded you for any payments made to us. We wish you the best.
Final Consumer Response /* (2000, 15, 2016/12/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello! Please see my response to the Revdex.com complaint ID [redacted], and please let me know if there is anything further that I can do to help resolve this case in a positive...

way! 
One of our members ([redacted]) purchased a gift card in the amount of $120 for her friend/co-worker ([redacted]). Our system attached the gift card to [redacted]’s account, and when [redacted] came in for her massage services, our front desk staff inadvertently applied the gift card balances to [redacted]’s services on 4 separate occasion. (These are the increments that were used on each visit: $20.01, $20, $59.99, $20). Although it is our policy that a physical gift card must be present in order to be redeemed, when  the system attached the gift card to the purchaser’s account ([redacted]’s), she was actually able to use the value on the gift card through our computer  system. Since our system tracks all gift card usage, we were able to see exactly when the gift card was used and by whom. Because we believe that [redacted] was not knowingly or intentionally using the gift card, we have contacted [redacted] and re-issued her a new gift card with a $120 balance on it. We are sorry for any inconvenience that this may have caused. We run an honest business and our goal is to always offer exceptional customer service. Once we were able to do the research, we immediately reached out to [redacted] to make things right, and [redacted] was happy with this outcome. We have also tried to reach out to [redacted], but at this time she has not returned our calls. If this situation was not resolved to [redacted]’s satisfaction, we’d love to have her reach out to us about it. 
-- 
Thanks,
[redacted] Hua 
Massage Envy Spa and The Joint…the Chiropractic Place
Cell: [redacted]
Efax: [redacted]
Massage Envy Spa
Lake Forest | Mission Viejo North | Mission Viejo South
www.massageenvy.com
The Joint...the chiropractic place
Lake Forest | Orange Town & Country | San Clemente
www.thejoint.com

I contacted this client and apologized and helped with getting her in with her current massage therapist and took care of her account and other issues she might have had. From our conversation everything is resolved.

Massage Envy will guarantee an appointment time with a credit card placed on file or a Massage Envy gift card placed on file.  This is for no call no show or cancellation purposes.  We do take each individual circumstance into consideration.  I am unable to locate the cancelled...

appointment based on the client name only.  I will attempt to reach out to him personally to rectify the situation and will update with my results.  Thank you.

Mr [redacted] did in fact purchase a 12 month membership with Massage Envy Spa.  We do require a credit card to hold all reservations, as no service is paid for until after it has been rendered.  This is the policy nationwide in order to secure payment if a client cancels services...

within our 24 hour cancellation policy.  This is the norm in this type of business anywhere you go.  Upon agreeing to become a member, Mr. [redacted] did sign a 12 month contract and initialled saying that he understood that this is a full 12 months and cannot be cancelled.  We do however would love to have Mr. [redacted] come in and use some of the services he has paid for since they rollover from month to month and currently have seven unused massage on his account.  We are always very forthright in explaining how the membership works as we review the contract with every member as they purchase it and initial every important statement.  Thus far, Mr. [redacted] has been charged $349.93 for his membership.In the event of financial hardship, you are able to freeze your account up to 6 months and when it unfreezes those months will be added to the end of the membership.  If this is a route that needs to be done, Mr. [redacted] may come in the clinic and fill out the freeze form if he would like.  Cancellation:  A cancellation of the membership may occur if the member moves away more than 25 miles from a Massage Envy Spa and able to provide proof (ie.. drivers license, utility bill).  Also, if there is a medical reason that massage will cause harm to the members health, they bring a letter from healthcare provider stating that the client can no longer receive services.

[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. Thank you. 
Regards,
[redacted]

Revdex.com:
At this time, I have not been contacted by Massage Envy regarding complaint ID 10458919.
Regards,
[redacted]

Dear [redacted]We received a notice in regards to a complaint. The client came in and received a 1 hour massage session and also left a tip. This appointment was on 10/ 08/2015.  I check the client’s notes from the therapist and I spoke to the therapist also. The client received what she...

requested, left a tip and said she enjoyed the service and left.Thank you,[redacted] L[redacted]

Revdex.com:
At this time, I have not been contacted by Massage Envy regarding complaint ID 10308153.I was in the shop, and I closed my membership, and explained it was because of their contract policies. they said they had many complaints about their policies but those were set at...

corporate level and there was nothing they could do about it.Again, services there were fine, but the problem is with their outmoded, outdated, contract policies-- which the Business acknowledged were a problem, but not one they could fix. So I quit my contract with them, and managed to arrange my schedule so I could use up the outstanding balance, in a short period of time... they did not offer any other option.
Regards,
[redacted]

We will contact the client and get him booked for his last massage. Thanks.

The owner obviously didn't read the original complaint, filed 17 months ago (if this doesn't verify a lack of customer service starting at the top, I don't know what to say, as I'll be also posting that on my Facebook and on my business page).  Again, I was told he could use both, and the certificate would cover BOTH visits for him, plus tip, and I asked on both visits.  Not only that, but I have called (and yes, now recorded them with consent) on 4 occasions to request to be removed from mailing list and repeatedly receive mailing still (illegal), but the Attorney General agreed that I should consult a lawyer.  Upon posting this, social media lit up with others encountering the same issue.  I am a business owner, and if my staff did this, I would not only counsel them, but would promptly refund the customer, to retain them and my reputation, but the owner doesn't seem to want to do the right thing, or retain my business or earn new business.  On December 19th, I came into the new Massage Envy store to purchase a gift card for a 1 hour introductory couples massage for my husband and myself, as advertised via a flyer I received in my home at $49.99 each. Expecting to pay $99.98 plus tax, I was encouraged (repeatedly) by the man and woman at the front counter to purchase an upgraded package for $225 (which included tax and tip to massage therapists), which would allow for a 2 hour couples massage for he and I, plus an additional FREE 1 hour massage to be used by him. I was told that my husband could use the free 1 hour massage, AND still be allowed to use the 2 hour couples massage with me, at the introductory rate, and the $25 would cover the tip, so I could send him in as a surprise without him having to pay a dime (this was the sales pitch). The pitch was $49.99 x 2 hour massage x for 2 people plus $25.04 tip = $225 PLUS free bonus massage for husband. They specifically stated several times that he could use both, and we wouldn't have to pay a dime more, and even gave me 2 additional coupons for the $49.99 introductory offer as assurance, and even wrote on his gift card that it was good for a 2 hour couples massage, including pre-paid gratuity. When I called to book the free massage, I asked AGAIN if I should have someone else use the free card, because he had not yet used the 2-hour gift card, and that I didn't want to be charged extra, and the sweet girl on the phone laughed and said that I could be assurred that their records indicated the special I had purchased, and the $225 covered both the 1 hour free massage for him, and the 2-hour massage for he and I, plus $25.04 to be used toward a tip (or products if we elected to instead convert the gift card to be used toward a facial service instead). When I called to book the 2 hour massage, I reminded them I had the gift card and asked to make sure their records indicated it was paid-in-full, as it was a surprise for my husband, and the lady reassured me that everything was paid in full. Then we had our appointment, and AFTER the massage, the lady took our gift card, and said, "Today you'll be happy to be getting our promotional pricing you paid for, so you owe nothing." and another rep interviened, and said he didn't get promotional pricing because he had previously used the free 1 hour massage. I reminded them that I specifically asked about that when purchasing, and again when booking both appointments (because obviously I would have a) just purchased the 1 hour massages I originally intended to, or b) had him only use the 2 hour massage and given away the free hour massage to a stranger to avoid getting another bill). Needless to say, I left there in tears on my wedding anniversary, because my husband was given a bill for $104.98. This was so embarrassing and needless to say very poor customer service. We purchase at least 8 massages per year, and it's sad to say that over $104.98, they have lost our business.Complaint: [redacted]I am rejecting this response because: