Massage Envy

Complaint: [redacted]
I am rejecting this response because: Emelie did call me and was very nice and offered me $.50 on the dollar. I still don't understand why they can't just send me a refund. I did sign a contract so I guess they have me in the "fine print". She offered me 3 massages but they have to be given to a specified person. No one I called wanted to go there so I guess I'm just screwed for the money I spent. Buyer BEWARE. At least they responded.
Sincerely,
[redacted]

[A default letter is provided here which indicates your acceptance of the business' 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]

To Whom It May Concern,  I spoke with [redacted] on August 29th around 2pm about the charges on his membership. I was on vacation when the issue first came to surface, but our Assistant Manager, Dawn filled me in when I returned. After conducting research into the account. I found that the...

previous manager (2015) put a hold on the membership instead of cancelling the membership altogether. When a client freezes his or her membership instead of cancelling the membership altogether. It will automatically reactivate after 6 months. I found no paperwork in the file. so I cannot say whether or not this was explained. Because several of the charges were made over 120 days ago, we had to process the refunds directly. Dawn did not know how to do this, but sold Mr. and Mrs. Dorn that it would be refunded when I got back. She was able to refund one payment on the spot.  Per his and his wife's request, I refunded a total of $399.92 for the 8 times he was charged in 2015 and 2016. There were 7 months during this time where no payments were made due to the membership being frozen or payments being waived as a way for him to use his services without making any more payments. Since no payments were made, no refunds were made for those months.  I do feel like the situation was handled professionally. There were some mistakes made on the account, and we have apologized for those and honored every request the [redacted] have made. The last thing I want is for anyone to have bad feelings towards our company. We are here to relieve stress and not to cause it, which is why their requests were honored without any hesitation.Please feel free to reach out to me with any questions.Thank you,Heather J[redacted]General ManagerMassage Envy Burke

From: <[redacted]@massageenvy.com>Date: Fri, May 22, 2015 at 1:23 PMSubject: Revdex.com-Massage Envy [redacted] # [redacted]To: [redacted]@myRevdex.com.orgCc: [redacted] <[redacted]@massageenvy.com>Good Afternoon [redacted] I wanted to follow up with an email per our conversation this morning. As I mentioned Massage Envy has contacted [redacted] to address her complaint against Massage Envy Laurel submitted on March 21, 2015. I apologized to the client about her negative experience and offered her a complimentary service.[redacted] was very pleased with the resolve and appreciated the follow up call.  If you have any further questions or concerns regarding this case please do not hesitate to contact me directly. Kind Regards,  Tera D[redacted]Clinic DirectorMassage Envy Laurel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Janet [redacted]

We, unfortunately, did overlook the email sent on June 4th.   When the client emailed us again on July 4th we replied with an apology as well as informed the client that we would be refunding the payment of $54.99 for the payment taken in July.  We also allowed the client to have extra...

time to use her remaining services because of the miscommunication.  We Processed the refund on July 7, 2015.  We never heard back from the email we replied to stating all of this.  I contacted the client, via, phone after receiving this notice from the Revdex.com.  I have urged the client to please contact me as soon as possible to verify that she did receive our email and the refund.  Sincerely,Brennen F[redacted]Clinic AdministratorMassage Envy Zona Rosa

We have cancelled out [redacted] per customer service without making [redacted] pay the past due that was owed. Attached are all documents and emails stating [redacted] account was never cancelled and a completely separate account. See Attached.

Initial Business Response /* (1000, 5, 2015/04/28) */
Massage Envy ADVERTISES their INTRODUCTORY price as $39.99. Introductory by definition means your first time, or the first time. I made this very clear on the radio, as do we during our "speill" as Mr. [redacted] describes it. We are a...

membership based business. Benefits go to the members. We have done nothing underhanded, or shady. We sell memberships. If you get a membership, you receive member pricing. If you don't, we clearly advertise on our menuboard, see attached, what you would pay for your next visit. We sold 841 gift cards in the 41 days we were open before the end of 2014. This is the only complaint we've had about this. I consider this a non issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't care if "she" considers this a "non issue", I certainly do not. For starters, there was NEVER any mention of $39.95! This deal advertised for about 1-2 weeks was just as I described in my initial complaint: "3 MASSAGE GIFT CARDS for $150". Isn't that $50 each??? Plus a FREE certificate for an EXTRA massage to use for yourself or give away. There was NO mention during the Holiday promotion ads about the cards being good for a "one-time INTRODUCTORY visit valued at $39.95". I've since surfed the Internet inquiring about Massage Envy complaints, and you don't have to look far, they're everywhere. There's even a website
: www.massageenvyblows.com dedicated to thousands of complaints about that company nationwide. If she says I the only one who's complained, she's in denial. GUARANTEED, Massage Envy will never make the 'Revdex.com Approved List'.
Final Business Response /* (4000, 9, 2015/05/06) */
I stand by what I said, the message was clear on the radio and my staff, with every client, communicates what the costs are the first time and any other time in the future. Mr. [redacted] is correct, 3 gift cards for $150 CAN be $50 per gift card. It can also be 2 gift cards for $100 and $50, or 1 for $150 as I also stated on the radio.
He is also correct there is a website about complaints against us. When you are the clear industry leader, performing over 1 million massages per month nationwide, there will be a small faction of people that don't like you. However, I still stand by what I said.
Last, those complaints are nationwide and I stand by my claim that he is the only one in Duluth to have an issue with our gift card promotion. The intitial visit is also $39.99, not $39.95. Perhaps he also misunderstood that???
I again consider this issue closed as we have done NOTHING wrong.

Revdex.com:
I have reviewed the offer 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.My primary reason for rejecting the "freezing" of payments was due to that it would cause my contract to be extended. I don't want it to be extended for any reason, when I asked about payment arrangements I was not given any options! I have also not received a call from anyone in the past few weeks, I did receive a letter from a collection company!
Regards,[redacted]

Initial Business Response /* (1000, 8, 2015/06/28) */
[redacted] initially did the Wellness Program and called back to do a 3 day cancel, but her payment went through on 5/27. When [redacted] called indicating that this is what had happened, I submitted a refund for her and and [redacted] was refunded on...

6-9-15. We apologized to [redacted] for the delay but it took 7-14 business in order to see the refund in the account. So [redacted] has been refunded!!!
Thank you for your time

My family has been a member of Massage Envy Weston for almost 4 years. My recent experience with them was horrible! I would highly discourage everyone from doing business with them!

If you or they cancel your membership with massages remaining, you forfeit those massages. This was found to be illegal, but the owner, Ms. [redacted], refuses to follow the law and bullies people. There are lots of complaints about her and how she does business. STAY AWAY!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this...

does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am still waiting for a refund check to be issued for my fiance's account as well.  Also, the information presented in the business' response is inaccurate.  From the moment I was in contact with Massage Envy, I had informed them that BOTH massages I had from their company resulted in pain.  The first massage I received was not part of the membership plan, as I purchased the plan AFTER THE MASSAGE.  I woke the next day to terrible sciatica.  I gave the company another chance, after I moved and received my credit for the first MEMBERSHIP massage, I went to the new location that was closest to my new address and their services resulted in the same pain.  I notified them of this as soon as I was evaluated by my physician.  I informed the first membership advocate who called me regarding my account that this was the case, that I had a doctors note.  I was told they were mailing a cancellation form to me, AND I PROVIDED THEM WITH MY NEW ADDRESS.  The phone calls never ceased.  After about a week or so, I told the next person who called me that I was waiting for a cancellation form to be mailed to me, and she told me she could email it to me.  I waited a few hours after giving my email address to her and received no email.  I called back only to be told that the manager, who was the only one capable of sending email apparently, wasn't in until later.  At this point, I began to feel like I was in a battle of wills.  Determined not to let this slip, my fiance and I, in no uncertain terms told them this was unacceptable.  I had the doctor's note, which I was told at sign up was required to cancel out of the year membership.  I was willing to fill out their form.  They were unwilling to get me the necessary paperwork that THEY REQUIRED.   Upon receiving my Revdex.com complaint, I was magically assisted by the manager, who did indeed send me a check for only one of the massages I received there.  They continued to call and harass my fiance's phone at this time because, regardless of the amount of times I insisted that we both were cancelling for the same reasons (they signed us up together, even giving us a "2 person" plan).  They then informed us that the accounts were separate and they would be issuing a refund check for him, which I have yet to see.  I still would like a refund for my initial massage, which was indeed the only massage I had at the Wilmington location.  The service and handling of this was absolutely abhorrent and I have learned my lesson about operations like this.  Until I receive another check for my first massage and the refund for my fiance's membership, this matter is not resolved.

Business Response /* (-10, 13, 2014/10/22) */
Business supplied email:[redacted]
Use this address for any contact with the Revdex.com
Business Response /* (1000, 16, 2014/10/24) */
Our manager,[redacted] was on vacation and just received the second...

notice. We never received the first notice (possibly accidentally discarded). We will make an exception to our Wellness Agreement and allow[redacted] to receive one more massage.
Business Response /* (2000, 18, 2014/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response. The company offered a 90 minute massage free of charge. I get compensated for the 60 minute massage they would not let me schedule and an additional 30 minutes for the trouble.

[redacted]
[redacted]
[redacted]
[redacted]
 
#222222;">FOR Revdex.com USE ONLY
Case ID [redacted]
 
 
Dear Madam or Sir,
 
Thank you for the opportunity to respond to the allegations raised in the issue ID [redacted] for a Ms. [redacted].
 
Despite her assertions in her complaint, we as owners as well as our managers have spoken to Ms. [redacted] on numerous occasions over the past year in an attempt to get her into the clinic to receive services. I have also spoken with her twice on the phone in the past month in order to try to reach a mutually satisfactory agreement to her issues.
 
The heart of the matter is that Ms. [redacted] refuses to preschedule any appointments for service. As is fairly standard in the day spa industry, our appointment system allows us to book appointments as far out as 6 months in advance, while also booking appointments the same day. We allow customers the freedom to book as many appointments as they wish, with the flexibility of cancelling any and all appointments before close of business the prior day without any penalty or charges. Even if members or guests cancel on the same day of their scheduled service, we are oftentimes capable of filling their appointment slot with another customer from our pending list, so that we can avoid the cancellation charges to the original person. Our massage and facial services are a minimum session length of 1 hour up to 2 hours in length, and thus to get the exact time that you want, we encourage our members and guests to pre-book their appointments at least 24 hours in advance. All of this has been explained numerous times to Ms. [redacted].
 
Our location is open and books massage appointments 88 hours per week. We are open 7 days per week. We are open from 8:00 a.m. until 10:00 p.m. Monday through Friday, from 8:00 a.m. until 6:00 p.m. on Saturday, and 10:00 a.m. until 6:00 p.m. on Sundays. Each month we have available between 1,600 and 1,700 appointments. Appointments are available first-come first serve. We do book most of our available appointments in advance, and whatever is not filled, or cancelled through last minute “no shows” or calls to cancel, we make available to walk-ins.
 
Ms. [redacted] for the past year has refused to book any appointment further out that the same day that she calls. She will not book an appointment for the next day, or any day other than for within the short window of time on the day that she calls us. She calls when she says she has availability, and expects to receive services without having scheduled them in advance, unlike the common practices of the day spa industry. She has also walked into our location several times and demanded to receive immediate service. On her most recent visit we offered her a walk-in appointment within the next hour and she refused, stating that it was inconvenient because it was not within ** minutes. Each time she has spoken to us including the owners and the managers, we have talked to her about prescheduling her appointments 24 hours in advance or more. She has continually refused to do so. We have also asked her to add her name to our pending list, so that we could call her in case we do get a same day cancellation later that day. On two occasions, as I have discussed with Ms. [redacted] in the past few weeks, we called her back offering her available time slots and she declined saying that they were not convenient. We also review the appointment booking process with each member when they sign their Wellness Program Agreement. There is even a whole paragraph in the Agreement that explains the appointment booking and cancellation process, which Ms. [redacted] was required to initial to acknowledge her understanding.
 
On her last visit to our clinic on July **, 2014, our manager asked Ms. [redacted] why she originally signed up for our Wellness Program Agreement. She stated that she signed up because she had registered to run a half-marathon, which was scheduled to take place 8 months after when she signed her Agreement with Massage Envy Spa. We asked how it was that she could schedule to run a multi-hour endurance event almost a year in advance, and schedule the weekly multi-hour training runs required in any long distance event for a period of six months or longer, but was not able to book a massage appointment 24 hours in advance. We also asked how she would be able to book appointments with her dentist or doctor or even hairdresser, but she couldn’t book an appointment in advance with us. Her answer was that her Wellness Program Agreement with us was a luxury.
 
Ms. [redacted] did enter into the standard Wellness Program Agreement with Massage Envy Spa at our location on June **, 2013. In this agreement, she signed as well as initialed her understanding that she had the entire initial and any renewed term of her membership in which to use all of her membership services. As long as the membership is active and in good standing, members do not lose any of their services. She signed and initialed a special paragraph that she understood that when she cancelled her membership for any reason, any unredeemed membership services would expire 30 days after the final membership payment has been processed. Her original contract term was from June **, 2013 through July **, 2014. When Ms. [redacted] did cancel her membership on July **, 2014, she once again signed her acknowledgement that she would have 30 days after her last payment on July **, 2014 in which to use any remaining membership massages and that after that time was over, she would forfeit any unused membership massages as her membership would no longer be active.
 
We have also pointed out to Ms. [redacted] that her Massage Envy Spa Wellness Program Agreement is recognized at over 980 locations of Massage Envy Spa in 49 states, including 30 locations in the Houston metro area. We are happy to report that since she wrote her complaint to you, she has visited 2 other locations of Massage Envy Spa in Texas and redeemed 2 of her member services there.
 
In an attempt to provide great customer service, we have twice informed Ms. [redacted] that we would be willing to give her a one-time exception that is not standard for our customers by giving her a finite grace period beyond her original contract-stipulated expiration date to use her unredeemed massage services. She phoned our corporate office and they have also mentioned that we could create a one-time exception for her in this regard. She has until August [redacted] 2014 to decide if she wishes to accept this offer.
 
We have expressed to her that we are sorry that her experience was not what she expected. We hope that we can reach a successful resolution with her and make her happy.
 
 
Best regards,
[redacted]
General Manager
 
 
 
 
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have paid my membership religiously and do not understand how any business can accept my money and say they don't owe me anything. I had 6 unused massages which I paid $359+ for. Obviously, there has been a long running problem. I feel as though they take advantage because of my age and health (I'm 69). They even charged me another $65 in January because of some of their "fine print". They got me to sign a contract with the promise of a discounted rate but you really pay the going rate. Be aware of their fine print and how hard and expensive it is to get out of their contract. The people there did nothing to help me and I am amazed that they claim to have.
Sincerely,
[redacted]

Revdex.com:
10pt;">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]

On  July 25,2016 around 
rgb(204, 204, 204);">6pm I received a forwarded email from my front desk employees account in regards to this matter, I called customer [redacted] to speak to her about her refund, I apologize for the misinformation and scheduled a time for her to come back into our clinic so I can process a refund for her let her know when she comes in to ask for me and I will be waiting for her. On the morning of July 26,2016 at exactly 10:59 am [redacted] came in and asked for me as instructed and I processed a full refund for her on the same credit card the $75.00 gift card was originally purchased on. Client left happy. This should be closed. If you have any further questions please reach out to me via email and or telephone.
Thank you so much in advance!

As per our membership contract, signed by [redacted] paragraph 3 -policy of use on accrued but unused wellness benefits: "If your agreement is not renewed, is cancelled, or is terminated for any reason (other then inappropriate conduct by you) you will have a 60 day period after such non...

renewal, cancellation, or termination to redeem any accrued but unused wellness benefits. Upon expiration of the 60 day period, all accrued but unused wellness benefits shall expire and you will no longer have the right to use any accrued but unused wellness benefits. You acknowledge and agree that you have no right to receive any refunds or credits of any kind under any circumstances for any unused wellness benefits, including with out limitation any unused massages." Amanda was no longer an active member with us at the time she requested to use her last paid session. EVEN THOUGH we do not need to accommodate her request to use her previously paid session, we did offer her the opportunity to use this session towards a facial service, as she is not able to use the session towards a massage due to complications in her pregnancy. As this was not a suitable option for her, we then instead issued her a credit back on her charge card.

Business Response to a Complaint



Complaint ID#:


[redacted]




Company Name:


Massage Envy


...



Company Contact:





Company Phone:


[redacted]




Company Email:


[redacted]




Person Who Sent the Complaint:


[redacted]




Staff Member:


[redacted]



Response:
Memberships have been cancelled.
Sent on: 8/26/2014 8:32:26 AM
Sent by: 71.172.224.248

Final Consumer Response /* (2000, 5, 2015/08/10) */
Massage Envy contacted me and satisfactorily resolved this matter. Thank you for your assistance.