ComplaintsforMassage Heights

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in to have my account cancelled and the girl told me Morgan was on vacation and would call me which she did on aug 16th and I have been sick and called her back today the 23rs she wanted to know why I wanted to cancel and I told her I had told the girl that I spoke and was wondering if they had it cancelled she never mentioned in her voicemail she couldn’t cancel it before talking to me well I asked the lady that signed me up if I could cancel anytime and she said yes now Morgan is saying no that the lady wouldn’t ever say that I advised Morgan if they had cameras she could listen to it and she said yea I can do that but said I had to pay for the next 2 months and I told her I could just have it frozen and she said they would cancel immediately but not give me the visits I built up I told her to just let it bill but I am not satisfied with this and wish for the owner to contact me to discuss

  Business response

  08/24/2022

  ****** ****** My staff spoke to her and explained our cancellation policies.  I also spoke to her on August 23.  This customer bought a 12 month Wellness Membership from us.  She signed the agreement in two places and initialed in three other places.  This agreement states you have purchased a 12 month membership and auto drafts (EFT ) from your account will be made on the day you requested. If the customer cannot come in one month the EFT rolls over to the next month.  The agreement also spells out the cancelation policy. This policy states that a Cancelation Form needs to be filled out before we can cancel. Upon canceling the customer is charged one more month and has 90 Days to use up whatever remaining EFT's they have.  Since ****** for whatever reason had not been using her membership she has multiple unused EFT's on her account.  Since she wanted to cancel before the end of her 12 month term my staff said she could not as she had not lived up to her 12 month agreement and if she was granted the immediate cancellation she would forfeit all EFT's as spelt out in her agreement.  Everything was done by my staff as laid out by the Franchisor and her signed agreement.

  It is not Massage Heights responsibility if the customer does not use their credited EFT's.  The agreement provides the customer discounted services for being a member.  If the customer does not fulfill the agreement then they have broken the agreement.  Technically I could back charge the difference but I don't.

  ****** lives in Chattsworth part of the year and in Florida the other part.  She has used her EFT's in Chattanooga and Florida.  I spoke to her and she said she just can't get to Chattanooga to use her EFT's and finish her agreement.  She then said," well i just signed the agreement without reading it".  That is not Massage Height fault. She did tell me she would call the BBB so I expected the claim.

  Massage Heights has lived up to our part of the agreement and have all the right to enforce it.  However, I told her on the 23rd that I would cancel her and give her the 90 days to use her remainder EFT's despite her not living up to her signed agreement.  This is all about the customer not fulfilling what they signed up for and not anything Massage Heights did wrong.  This claim should be dismissed.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been on a monthly program since 09/2020 and after being credited time for a previous issue both me and my significant other were told twice we had 8 hours for me and 13 hours for **************** on our accounts. After booking our massage specifically saying to use time on our accounts we had our couples massage on 2/3/2022 at 1pm. After our massage they told us we didn't have any time remaining on our accounts and made us pay in person before leaving. I told them and the manager said we were wrong and they must have checked the wrong account or they did something wrong even after the person who told us our time twice verified both our names and phone numbers as well as got us to book extra massages. They made me pay for our massage after lying to us about our time left on the accounts and having booked the massage specifically for our account time. This isn't the first time we have had an issue with this business and I canceled my membership on the spot I demand they fully refund my payment from today. This is the worst business management I've ever seen and I've worked retail as well as management myself.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/07) */ My name is Katie H****** and I am Alan R******'s office manager! Unfortunately, He is out on medical leave right now, because he just had a surgery. I was here yesterday when ****** **** and his significant other came in for a massage. There are several notes in his history about issues in the past. He has complained once before, about a therapist and we gave him a refund for that service, and we sincerely apologized. We got him and his significant other rebooked with different therapists. Yesterday when he came in, he said that he was told, at a prior visit, he had 13 massage credits. You get one massage once a month when you pay your membership fee. He has been coming in monthly and has been a member for a little over a year, so there is no way he has 13 hours. He has never missed one month of massage. I printed his history out for him and showed him and he was very nice and agreed. We sincerely apologized to them and gave them elevation cards for their next service. He went on to say it was a mistake he couldn't afford and he didn't want to have to deal with it again so we were told to cancel his membership. We explained to him that we normally have a 30 day notice but since we ran his membership early to cover today we will go ahead and count that as his last payment. He was caught up on credits so his membership was immediately cancelled. He is aware of this. He agreed to running their membership payments earlier to cover their services so they wouldn't have to pay out-of-pocket today and then again for their membership later. We asked his significant other if she would like to cancel her membership as well, and she stated no, she wanted to keep hers. He returned after walking out to say that Micahel ,who was standing up front and went to the back, "He is the one who told me we had all of these credits". The employee who he pointed to was a very part time employee, who only works 12 hours a week (if that). Michael is in school and is only here 1-2 days a week at most. He has been with us for a long time and is a very valued employee. He is very knowledgeable about the system and is not likely to have made that mistake. We care dearly about our memberships and have been open for twelve years. We take care of customer complaints very seriously and that is why yesterday, when ****** said to cancel his membership, we honored his wishes. I have attached his membership agreement, where he signed that he has to give a thirty days notice to end his membership. The membership also states that you get one massage a month, when your membership fee goes through. Business Response /* (1000, 7, 2022/02/07) */ ***Document Attached*** Consumer Response /* (3000, 9, 2022/02/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They never actually addressed the problem and they had two witnesses to us being told about how many hours remained as well as multiple texts telling us to book extra massages to use up our extra hours. Did they actually talk to this person and verify or just say well they know our system and didn't make any mistakes. I would swear on my grandmothers life they told me the hours and even asked twice standing in the office before they had me and my girlfriend book massages up to a month out and sent us texts telling us to get facials and other extra services to use our extra hours. Business Response /* (4000, 11, 2022/02/14) */ Please let the client know that we have refunded his card his last massage. Per his request we cancelled him before his membership term was up. He should see a refund in 3-5 business days.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩