ComplaintsforMassage Heights

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  had a highly negative experience with this Massage Heights. In short, after using their services, I experienced an injury and could not continue. I spoke with management multiple times about pausing/canceling my account, after consulting with medical professionals. After 8 months of not even a phone call, I assumed there was no issue. To my surprise, I received a call from ******** **** *** ****** ************* ***, for the rest of my contract ($507.27). Extremely disappointed with the lack of accommodation and communication displayed by this Massage Heights location in Loveland, CO. After writing a customer review, the manager called me and continued with the disrespect. This shows that the organization is deliberately defrauding their clients even with the proof necessary to break the contract.

  Business response

  03/30/2023

  Per notes on the client profile as well as email and text communications (attached), and transcripts from phone communications (can be supplied as needed), it looks like you reached out to us via email on 11/26/2021 (attached Email 1 for your records) letting us know that due to an injury you would be needing to cancel your membership prior to completing your membership term and wouldn’t be able to provide a note from your doctor until the following week. We sent you the cancellation form and upon its return we left a voicemail to follow up with you on 11/28/2021. On 12/2/2021 I was able to speak to you on the phone to discuss the cancellation. You let me know that you were aware you needed to provide a note from your Doctor but you did not have an appointment until the following day and the November payment had collected in the meantime. I informed you that you could have your doctor note the date of injury and we could back date to when you could no longer receive massage. On 12/4 you sent us a note (can be supplied if needed) from your PA stating “Please allow ******* to pause his membership for the next 3 months (starting in December) due to an injury.” One of our managers spoke with you on 12/8/2021 letting you know that the Dr. note supplied said December and the refund requested was November. We sent a follow up email 12/8/2021 (Email 1) “We just spoke on the phone regarding your November payment being refunded due to you unable to receive massage. The note just needs to state you can no longer receive massage due to your injury prior to November 30th. It also needs to be from a MD or DO.” Following this on 12/10/2021 we moved forward with discussion of a 3 month freeze of the account (Email 2) On 12/16/2021 you again requested a refund for the November payment which we responded “we let you know the Doctor's note would need to be back dated to before the November payment in order to process a refund. The Doctor's note we have states to hold your account 3 months beginning in December, which is what we have done for you. Were you able to get a note that states you were unable to receive massage prior to 11/30? I am happy to process a refund in that case!” You then returned a note from your PA (not MD or DO) stating “Please pause *******’s membership due to a medical condition for the next 4 months starting in November.” At this time we did refund the November payment even though the note was not from a MD or DO and proceeded with a pause through the month of February per the note provided. When the account came un-paused on 3/29/2022 and a payment collected which you were unhappy with, I discussed with you over the phone on 3/30/2022 we still needed a doctor note stating you are no longer able to receive massage and I would then refund the payment. We did not receive a doctors not following this conversation. We emailed as well on 4/29 when the account became past due (Email 2) “We spoke last month regarding your account and needing a Dr. note stating you are no longer able to receive massage dated prior to 3/29 in order to terminate your account and discontinue monthly payments. We had anticipated receiving that note in the weeks following our conversation but I have yet to hear back and your membership dues are attempting to collect again. Please send us the Dr. note so that we can close the account.” We also sent you the a text (attached) on 5/30/2022 reminding you the account was past due and to please call our location. It is our policy to send accounts past due and not cancelled in accordance with our agreement to collections. The debt in question was the remainder of your 12 month term which you had only made 4 payments toward. When you called our location on 2/1/2023 to discuss your dissatisfaction at the account being sent to collections, I did reiterate all the above communications with you. I understand that it is frustrating to have a debt sent to collections, however, I believe we went above and beyond to communicate with you regarding your account as well as providing other options for you such as pausing the account, and letting you know multiple times what steps would need to be taken to close your account before completing the initial term as per the agreement you signed (attached) which states under “Membership Cancellation Policy” subheading “Cancellation During Initial Term” – “During the Initial Term you may request cancellation of this Agreement by providing a 30 days’ advance written notice to us at our street address or email address at the top of this Agreement that includes : (a) written proof (e.g., copy of driver's license or utility bill) that Member has changed their permanent residence to a location more than 25 miles from any Massage Heights Retreat; (b) a written statement from your medical physician verifying Member is unable to receive massage and/or facial services due to health related reasons; or (c) written proof (e.g., death certificate) of the death of Buyer or Member.” This being said, a refund would not be reasonable nor would it be possible once the account has passed hands to collections.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have tried numerous times to cancel my automatic withdrawal as I no longer use their services. I filed a complaint and was sent a form to cancel my membership and returned it on 8/19/22. They argued that I needed to make another payment to bring my account out of hiatus. I declined to give them more money since they told me that my money has no monetary value as upon receipt it is converted into services. Why then would I give them more money? Especially since I DO NOT intend to use their services ever again. Also, they would not give me an accounting of my existing account, only that I had enough credit for 3 massages, now 4 after they took another $99.99 out of my ********** account on 8/31. I would like an accounting of how much money they now have in my account. I would like a reversal of the $99.99 they took out on 8/31 after I had cancelled the account on 8/19. I feel very poorly treated after being an excellent customer of theirs for years. After Covid I no longer felt comfortable getting a massage in a small room so I did agree to put my account on hiatus until 9/15/22. I contacted them in August as I anticipated difficulty with them.

  Business response

  09/29/2022

  We have refunded you final payment back to the methood of payment.  Please let us know if you would like print out of your account I will be more than happy too, you reach out for that information via email promenadeshops@massageheights.com.  Your account has been cancelled. 

  Customer response

  10/03/2022

  Complaint: ********
  
  I am rejecting this response because: I am waiting for the credit of $99.99 to appear on my credit card account. Also, I would like a written accounting of the amount of credits to be used in my account.
  
  Regards,
  
  ***** *******

  Business response

  10/05/2022

  Hi *****

  Your refund has been processed on our end, of $99.99.  You have 4.5 that you have paid for under your membership that was cancelled on 08/30/2022 and you have 90 days to use those remaining hours.  Your day to use the service you have already paid for is 11/30/2022.

  Customer response

  10/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

*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. ↩