My husband purchased a 50 minute massage as a Mother’s Day gift to me via phone at approximately 11:10 am on 5/10/19. During the phone call he was sold on a $25 gift card in addition to the massage, claiming he would save that $25 on the massage.
At no point during the phone call was he informed that this was a non-refundable purchase. After he had made me aware of the total cost, I informed him of a current Groupon that was available for Massage Height’s Strongsville location (50 minute massage plus added elevation for $45).
At approximately 7:10 pm, also on 5/10/19, he contacted Massage Heights of Fairview Park back and requested to cancel the appointment. My husband, explained to the employee that he was canceling the appointment because he was going to purchase the Groupon for the Strongsville location at a cheaper rate and rebook the appointment there.
The phone call was on blue tooth, therefore we both clearly heard the employees response when he asked her TWO separate times if the $108 would be refunded to his card. The employee stated that nothing had actually been charged, the amount was only pending and that it would NOT in fact be charged. On Monday, 5/13/19, my husband noticed his card had in fact been charged.
After a few separate phone calls with the locations manager, Katie, and being told that the call was going "to be pulled”, he was informed that the amount was not going to be refunded because the employee had not "made notes regarding he cancellation”. If at any point during the second, or even the original call, the employee would have made him aware that his cancellation would be non-refundable but only honored as a future "gift card”, he certainly would not have continued to cancel and then proceed to purchase an additional $45 worth of credit at a separate location.
I’ve only frequented massage heights a handful of times and I’m usually underwhelmed with the service overall, but this is absolutely horrible customer service and even worse communication on the employee and the companies part. I will continue to dispute his bogus charge until it is resolved. The customer should not be held accountable for poor communication on the employees part.
I had an account with Massage Heights that had a balance of $90 I had prepaid. My Agreement/Contract expired on 10/27/17, meaning I had to schedule any massage therapy sessions before that date in order to use my prepaid balance of $90. On 10/25/17, I asked Massage Heights if they would allow my wife to use my prepaid balance for a massage, knowing I would not be able to. A member of the staff confirmed that the owner approved my request. I then asked if my wife could use these credits for a massage on 10/31/17. The staff member responded yes, no problem.
In truth, I new my Agreement expired end of October, which is why I scheduled my wife's appointment at month end. I did receive an email from the owner back in June of this year that my Agreement expired on 10/27/2017, but when scheduling my appointments always referred to Octobers month end as my termination date. It's important to understand as this is the owners only argument, When scheduling my wife's appointment, I confirmed if the 10/31 date was valid, and was told yes. Had I been reminded or told that my contract expires on 10/27, I would have moved the appointment to 10/27, or not scheduled at one at all, forfeiting the $90 prepay in my account per the Agreement.
When my wife arrived at their business on 10/31 for her massage, she confirmed with the staff (front desk) that this session was to be paid for out of my prepaid account, and all was confirmed at the front desk. At check-in is where they should have informed my wife that my contract ended the Friday before the appt., and that she would need to pay $75 if she decided to receive treatment that day. If that had happened, she would have simply walked away. It wasn't until after she received her massage that everything then went sideways. They told my wife she owed money because my Agreement had expired a few days prior. Then they talked her into a contract, telling her she wouldn't owe for that days massage if she signed this Agreement. She told me she was rushed into making a decision, that they hurried her because they wanted to resolve the issue. Although she signed the Agreement, we executed the 3 day rescission clause and cancelled her Contract.
That evening after cancelling my wifes contract with Massage Heights, I was told I needed to pay them $75 immediately, or it would be considered stealing. I don't take being accused of stealing lightly, so I did have a few choice words. I apologized in a later email to the owner for losing my temper, but she still had no intention of providing a credit. The owner continues to fall back on the expiration date of the contract, and not take accountability for her actions and approval. She also continues to state that her employees should be paid for the service provided. Well, I did pay a prepaid amount of $90, so they were paid. In addition, I paid another $75 only to protect my credit, as it was my opinion that if I didn't pay the balance they claimed I owed, they would have reported my delinquency to the credit bureau(s).
This is not about the $75 refund, it's about accountability, integrity and customer experience. Concessions were approved by ownership, then retracted after services were completed, plain and simple. A business should not be able to tell a customer they will agree to something, then retract their commitment after service is provided.
I tried working it out with the owner directly, but to no avail. I then tried working it out with the Franchise HQ. They tried speaking with the owner on my behalf, but the owner here in Boca Raton held firm that nothing was done wrong. I also filed a complaint with the state of Florida, but theirs not much they can do except file the complaint, in which the owner of Massage Heights doesn't need to respond if they don't want to - Not sure what that does if anything. Last, I filed a complaint with the BBB, but will go on record as "Unresolved". If you're looking for a Massage Therapy provider, I suggest picking the dozens of other choices available before considering this company. Horrible customer experience, attitude, integrity and with no accountability for their actions.
My wife has back pain from stress. So, for her birthdayI paid for three massages from this store. My wife had already been there before. To get the promotional prices, their agent told me I had to sign up for a three-month membership. So I did. I paid $209.97 on my credit card on Jan. 21.
I was CLEAR with the agent that I only wanted three months. Nevertheless, one of the clauses she had me initial, without explaining it, was an automatic membership renewal. I know this because I was shown the contract in the store today.
According to California Business and Professions Code Dev 7 Part3, Chapter 1: 17600 through 17606 prohibits auto-renewing memberships without the customer's knowledge. Thus, I have also submitted a complaint to the California Attorney General.
Once that initial membership expired, my wife was charged $69 recurring debit card payments in April, May, June and now July. She only noticed it this morning. She never used her membership during these months.
My wife never signed anything, and I am not an authorized signer on my wife's account. So she initiated a chargeback with her debit card today.
I complained to the store and was called by a Gabrielle Pangilinan. She said she could not refund the unauthorized payments -- although she would be "willing" to refund the last one if I accepted that as a resolution.
I told her no and that we planned to initiated a chargeback. She said "go ahead" because she "has experience" dealing with this. (I'm sure she does!) She said she would refund the charges and just send a bill for the money we "owed" to collections. I canceled my "membership" this morning.
What an amazing birthday gift idea this was! It did wonders for my wife and my stress levels!
To Whom it May Concern: I have had one of the worst experiences with Mitchell D. Simon the owner/operator of Massage Heights in Irvine, CA. Mitchell, the owner/manager of this branch makes it abundantly clear that erhics are not a priority for him. He talked me into a $59.99 a month contract that entitles me to a one hour massage per month (which isn't even a deal because an hour massage already only costs $59.99). He charged my card for 3 months initially and has been charging me 59.99 a month since. The real scam in all of this is that he never has massage therapists available. So that means that for $360 I have only been able to procure 2 massages. On top of that, his front desk person initially gave me false information and told me I only had three hours credited to my account. It was only after my girlfriend probed, that Mitchell "discovered" I had another 2 hours credited. Had it not been for my girlfriend asking, then I would have been swindled for another $120 by this scam artist. When I went in with my girlfriend to redeem one of the massages I've paid for ($360 at this point), he informed me that I could not use any of my credits for her massage. What's worse, is that if I cancel at this point, I will not be able to use any of the five massages I've already paid for. However, the contract I signed clearly says otherwise! An even bigger issue, is that he bold-faced lied to me and told me that I would not be entitled to any services if I canceled. However, the contract I signed clearly says that I have 90 days after cancellation to redeem my services.
We have been members of Massage Heights for over 2 years. This year we have been unable to get our massages every month and we thought that the massages we did not use would rollover to the next month. What we found out is that not all our massages rolled over. We ended up paying for 3 massages where we never received services. Therefore, we decided to cancel our membership.
On October 8, 2016, we called to cancel our membership but for some reason there was no record of it. On October 25, 2016, we informed Massage Heights in person that we wanted to cancel our membership. The receptionist informed us that she could not cancel our membership and the cancellation department would call us back. On October 29, 2016, we still did not receive any contact on our cancellation. So, we called and were told that we needed to come in and sign a cancellation document. We came in to sign the cancellation document and the document wanted us to authorize another month payment. Since we have paid for 3 months of massages without services rendered and our initial cancellation contact was back on October 8, 2016, we will not pay another month.
In the spring of 2015 I had a massage at the Massage Heights in Alamo Heights, San Antonio, TX. I received the schpeel about the monthly membership so I signed up and made a subsequent appointment. I realized soon after I would not beable to keep my appointment so I cancelled the appointment along with the membership.
Imagine my surprise when Massage Heights charged my debit card for $349.93 on 2 November 2015 for all the months of my membership. So it seems after I cancelled they may have continued to try and run my card while sometime in there I got a new card. I did not receive a SINGLE call from them for 7 months...no call saying he we couldn't charge your card, hey are you going to come in and start using your massages? If they had I would have known they did not cancel my membership.
Instead they decide to bill me - without letting me know and process my credit card for $349.93. I called and spoke to a representative and she said cancellations have to be in writing....well no one told me that and I assumed I was cancelled all that time. Whereas she understood how I felt, having no correspondence from them for months and then suddenly get charged a large chunk of money. Also, I am told merchants can pay MasterCard to get a new card number on people if they can't charge the previous card. The only way to stop it is to cancel the bank account all together. Which I would have done had I known I was officially cancelled and would be charged a balloon payment if any payments were missed.
Very very shady practice.
I have a similar membership with a European Wax Salon and it was explained that I would make 3 payments. During that time, I got a new card and when they were unable to charge my card, they CALLED me so I knew about it. MASSAGE HEIGHTS DID NOT EVEN BOTHER TO CALL ME REGARDING ANY OUTSTANDING BILLS AND THEY WENT AROUND THE SYSTEM TO GET MY NEW CARD WITHOUT MY KNOWLEDGE!!!!!!!!!!!!!!!!!!!!!!!!
I have disputed with my bank but they are not being very cooperative. I am awaiting a copy of the contract I signed to see the cancellation policy. If I don't receive it via email as I asked, I will go and get it personally.
So if that is their policy, the employee I spoke to didn't know this when I cancelled so I assumed it was cancelled. The first time they attemped to charge me and it would go through why wouldn't they reach out to me to let me know. To charge someones card for the entire membership price without their knowledge is very bad business.
Do not sign any kind of contract with these folks! They pressure you into it and are very sketchy with the details. My credit card expired and my automatic payments were stopped. In the meantime, the company I worked for was bought and I went from a 60 person company to a 450,000 person company, so I was drinking from a fire hose and didn't really pay attention to the account.
I just called up to see if I could use the credit I had accumulated and apparently, hidden in the contract, is the fact that unless I am a member I can't use my credits. So here we are with a nationally known company abusing their size to squeeze a few bucks out of a single member.
Maybe their COO, Shane Evans, should reprise her "Undercover Boss" appearance to look at its practices to make sure they aren't ripping off their clientele. Well maybe not. Her appearance wasn't very well received.
Their masseuses may be good but the organization itself is scummy!
Massage Heights, LLC. Reviews
My husband purchased a 50 minute massage as a Mother’s Day gift to me via phone at approximately 11:10 am on 5/10/19. During the phone call he was sold on a $25 gift card in addition to the massage, claiming he would save that $25 on the massage.
At no point during the phone call was he informed that this was a non-refundable purchase. After he had made me aware of the total cost, I informed him of a current Groupon that was available for Massage Height’s Strongsville location (50 minute massage plus added elevation for $45).
At approximately 7:10 pm, also on 5/10/19, he contacted Massage Heights of Fairview Park back and requested to cancel the appointment. My husband, explained to the employee that he was canceling the appointment because he was going to purchase the Groupon for the Strongsville location at a cheaper rate and rebook the appointment there.
The phone call was on blue tooth, therefore we both clearly heard the employees response when he asked her TWO separate times if the $108 would be refunded to his card. The employee stated that nothing had actually been charged, the amount was only pending and that it would NOT in fact be charged. On Monday, 5/13/19, my husband noticed his card had in fact been charged.
After a few separate phone calls with the locations manager, Katie, and being told that the call was going "to be pulled”, he was informed that the amount was not going to be refunded because the employee had not "made notes regarding he cancellation”. If at any point during the second, or even the original call, the employee would have made him aware that his cancellation would be non-refundable but only honored as a future "gift card”, he certainly would not have continued to cancel and then proceed to purchase an additional $45 worth of credit at a separate location.
I’ve only frequented massage heights a handful of times and I’m usually underwhelmed with the service overall, but this is absolutely horrible customer service and even worse communication on the employee and the companies part. I will continue to dispute his bogus charge until it is resolved. The customer should not be held accountable for poor communication on the employees part.
I had an account with Massage Heights that had a balance of $90 I had prepaid. My Agreement/Contract expired on 10/27/17, meaning I had to schedule any massage therapy sessions before that date in order to use my prepaid balance of $90. On 10/25/17, I asked Massage Heights if they would allow my wife to use my prepaid balance for a massage, knowing I would not be able to. A member of the staff confirmed that the owner approved my request. I then asked if my wife could use these credits for a massage on 10/31/17. The staff member responded yes, no problem.
In truth, I new my Agreement expired end of October, which is why I scheduled my wife's appointment at month end. I did receive an email from the owner back in June of this year that my Agreement expired on 10/27/2017, but when scheduling my appointments always referred to Octobers month end as my termination date. It's important to understand as this is the owners only argument, When scheduling my wife's appointment, I confirmed if the 10/31 date was valid, and was told yes. Had I been reminded or told that my contract expires on 10/27, I would have moved the appointment to 10/27, or not scheduled at one at all, forfeiting the $90 prepay in my account per the Agreement.
When my wife arrived at their business on 10/31 for her massage, she confirmed with the staff (front desk) that this session was to be paid for out of my prepaid account, and all was confirmed at the front desk. At check-in is where they should have informed my wife that my contract ended the Friday before the appt., and that she would need to pay $75 if she decided to receive treatment that day. If that had happened, she would have simply walked away. It wasn't until after she received her massage that everything then went sideways. They told my wife she owed money because my Agreement had expired a few days prior. Then they talked her into a contract, telling her she wouldn't owe for that days massage if she signed this Agreement. She told me she was rushed into making a decision, that they hurried her because they wanted to resolve the issue. Although she signed the Agreement, we executed the 3 day rescission clause and cancelled her Contract.
That evening after cancelling my wifes contract with Massage Heights, I was told I needed to pay them $75 immediately, or it would be considered stealing. I don't take being accused of stealing lightly, so I did have a few choice words. I apologized in a later email to the owner for losing my temper, but she still had no intention of providing a credit. The owner continues to fall back on the expiration date of the contract, and not take accountability for her actions and approval. She also continues to state that her employees should be paid for the service provided. Well, I did pay a prepaid amount of $90, so they were paid. In addition, I paid another $75 only to protect my credit, as it was my opinion that if I didn't pay the balance they claimed I owed, they would have reported my delinquency to the credit bureau(s).
This is not about the $75 refund, it's about accountability, integrity and customer experience. Concessions were approved by ownership, then retracted after services were completed, plain and simple. A business should not be able to tell a customer they will agree to something, then retract their commitment after service is provided.
I tried working it out with the owner directly, but to no avail. I then tried working it out with the Franchise HQ. They tried speaking with the owner on my behalf, but the owner here in Boca Raton held firm that nothing was done wrong. I also filed a complaint with the state of Florida, but theirs not much they can do except file the complaint, in which the owner of Massage Heights doesn't need to respond if they don't want to - Not sure what that does if anything. Last, I filed a complaint with the BBB, but will go on record as "Unresolved". If you're looking for a Massage Therapy provider, I suggest picking the dozens of other choices available before considering this company. Horrible customer experience, attitude, integrity and with no accountability for their actions.
Sincerely,
Scott
This is an operation that scams its customers.
My wife has back pain from stress. So, for her birthdayI paid for three massages from this store. My wife had already been there before. To get the promotional prices, their agent told me I had to sign up for a three-month membership. So I did. I paid $209.97 on my credit card on Jan. 21.
I was CLEAR with the agent that I only wanted three months. Nevertheless, one of the clauses she had me initial, without explaining it, was an automatic membership renewal. I know this because I was shown the contract in the store today.
According to California Business and Professions Code Dev 7 Part3, Chapter 1: 17600 through 17606 prohibits auto-renewing memberships without the customer's knowledge. Thus, I have also submitted a complaint to the California Attorney General.
Once that initial membership expired, my wife was charged $69 recurring debit card payments in April, May, June and now July. She only noticed it this morning. She never used her membership during these months.
My wife never signed anything, and I am not an authorized signer on my wife's account. So she initiated a chargeback with her debit card today.
I complained to the store and was called by a Gabrielle Pangilinan. She said she could not refund the unauthorized payments -- although she would be "willing" to refund the last one if I accepted that as a resolution.
I told her no and that we planned to initiated a chargeback. She said "go ahead" because she "has experience" dealing with this. (I'm sure she does!) She said she would refund the charges and just send a bill for the money we "owed" to collections. I canceled my "membership" this morning.
What an amazing birthday gift idea this was! It did wonders for my wife and my stress levels!
To Whom it May Concern: I have had one of the worst experiences with Mitchell D. Simon the owner/operator of Massage Heights in Irvine, CA. Mitchell, the owner/manager of this branch makes it abundantly clear that erhics are not a priority for him. He talked me into a $59.99 a month contract that entitles me to a one hour massage per month (which isn't even a deal because an hour massage already only costs $59.99). He charged my card for 3 months initially and has been charging me 59.99 a month since. The real scam in all of this is that he never has massage therapists available. So that means that for $360 I have only been able to procure 2 massages. On top of that, his front desk person initially gave me false information and told me I only had three hours credited to my account. It was only after my girlfriend probed, that Mitchell "discovered" I had another 2 hours credited. Had it not been for my girlfriend asking, then I would have been swindled for another $120 by this scam artist. When I went in with my girlfriend to redeem one of the massages I've paid for ($360 at this point), he informed me that I could not use any of my credits for her massage. What's worse, is that if I cancel at this point, I will not be able to use any of the five massages I've already paid for. However, the contract I signed clearly says otherwise! An even bigger issue, is that he bold-faced lied to me and told me that I would not be entitled to any services if I canceled. However, the contract I signed clearly says that I have 90 days after cancellation to redeem my services.
We have been members of Massage Heights for over 2 years. This year we have been unable to get our massages every month and we thought that the massages we did not use would rollover to the next month. What we found out is that not all our massages rolled over. We ended up paying for 3 massages where we never received services. Therefore, we decided to cancel our membership.
On October 8, 2016, we called to cancel our membership but for some reason there was no record of it. On October 25, 2016, we informed Massage Heights in person that we wanted to cancel our membership. The receptionist informed us that she could not cancel our membership and the cancellation department would call us back. On October 29, 2016, we still did not receive any contact on our cancellation. So, we called and were told that we needed to come in and sign a cancellation document. We came in to sign the cancellation document and the document wanted us to authorize another month payment. Since we have paid for 3 months of massages without services rendered and our initial cancellation contact was back on October 8, 2016, we will not pay another month.
In the spring of 2015 I had a massage at the Massage Heights in Alamo Heights, San Antonio, TX. I received the schpeel about the monthly membership so I signed up and made a subsequent appointment. I realized soon after I would not beable to keep my appointment so I cancelled the appointment along with the membership.
Imagine my surprise when Massage Heights charged my debit card for $349.93 on 2 November 2015 for all the months of my membership. So it seems after I cancelled they may have continued to try and run my card while sometime in there I got a new card. I did not receive a SINGLE call from them for 7 months...no call saying he we couldn't charge your card, hey are you going to come in and start using your massages? If they had I would have known they did not cancel my membership.
Instead they decide to bill me - without letting me know and process my credit card for $349.93. I called and spoke to a representative and she said cancellations have to be in writing....well no one told me that and I assumed I was cancelled all that time. Whereas she understood how I felt, having no correspondence from them for months and then suddenly get charged a large chunk of money. Also, I am told merchants can pay MasterCard to get a new card number on people if they can't charge the previous card. The only way to stop it is to cancel the bank account all together. Which I would have done had I known I was officially cancelled and would be charged a balloon payment if any payments were missed.
Very very shady practice.
I have a similar membership with a European Wax Salon and it was explained that I would make 3 payments. During that time, I got a new card and when they were unable to charge my card, they CALLED me so I knew about it. MASSAGE HEIGHTS DID NOT EVEN BOTHER TO CALL ME REGARDING ANY OUTSTANDING BILLS AND THEY WENT AROUND THE SYSTEM TO GET MY NEW CARD WITHOUT MY KNOWLEDGE!!!!!!!!!!!!!!!!!!!!!!!!
I have disputed with my bank but they are not being very cooperative. I am awaiting a copy of the contract I signed to see the cancellation policy. If I don't receive it via email as I asked, I will go and get it personally.
So if that is their policy, the employee I spoke to didn't know this when I cancelled so I assumed it was cancelled. The first time they attemped to charge me and it would go through why wouldn't they reach out to me to let me know. To charge someones card for the entire membership price without their knowledge is very bad business.
Do not sign any kind of contract with these folks! They pressure you into it and are very sketchy with the details. My credit card expired and my automatic payments were stopped. In the meantime, the company I worked for was bought and I went from a 60 person company to a 450,000 person company, so I was drinking from a fire hose and didn't really pay attention to the account.
I just called up to see if I could use the credit I had accumulated and apparently, hidden in the contract, is the fact that unless I am a member I can't use my credits. So here we are with a nationally known company abusing their size to squeeze a few bucks out of a single member.
Maybe their COO, Shane Evans, should reprise her "Undercover Boss" appearance to look at its practices to make sure they aren't ripping off their clientele. Well maybe not. Her appearance wasn't very well received.
Their masseuses may be good but the organization itself is scummy!