Public Mediation

Massage Advantage, LLC-Dispute-#1482009

R. B. vs. Massage Advantage, Llc (Corporate Office)
PO Box 13241, Maumelle, Minnesota, 72113, United States
Amount Involved: $745.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 1482009
    • Amount Involved: 745.00
    • Filed On: Jan 23, 2012
    • Posted On: Feb 03, 2012
    • Complaint(s):
      • Problem with a service
      • Contract / Agreement / Promise dispute
      • Customer service runarounds
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"In June, 2011, I purchased a membership in Massage Advantage in Chaska, MN (through a chiropractic office). The membership provides that I receive six one-hour massages at a cost of $49, for a total of $255 which I charged on my MasterCard. Membership number is: 0000386217269. In July I moved to Savage, MN and attempted to contact the local Massage Advantage provider in Prior Lake. The number was listed incorrectly in the phone book, so I called the corporate office to get the correct number. The woman who answered wasn't sure of the problem and gave me three different numbers "to try".
In August I attempted to make an appointment, however, Prior Lake was not able to give me an appointment for 6 to 8 weeks. In September, October and November I contacted the Prior Lake and the Chaska offices to attempt to schedule an appointment and could not obtain one for 6-9 weeks at either establishment. Staff complained that a GROUPON had been sent out and they could not handle the volume. Staff also indicated that there were other "specials" that contributed to their volume and they simply could not manage all the requests. The Chaska office staff also complained about having lost a staff member, so they were short-handed. At that time I e-mailed Dr. Chandra Miller in Chaska to state my complaints and to request a refund of my membership since Massage Advantage was not able to provide the services it had sold me. Her response follows:
Hello Rose Mary,

I am so sorry that this has not been a good experience for you. Kate our full time therapist left on Nov. 3rd for Kansas. We were very sad to see her go. We only have 2 part time therapist on hand at this time. We were hoping to have a new therapist hired by the time Kate left but we have not had any luck so far. We are trying very hard to find another Therapist, for I know a lot of people like yourself are trying to get in. Again I am very sorry that you have had a hard time getting in to see one of our therapists plus no luck with the Savage location. When Massage Advantage had the latest groupon sale, we had no idea the number of massages that would be purchased. It was way more than we expected. You take that groupon sale plus the sale massage advantage has now through the end of December and there are a lot of people trying to get it. It is good to be busy but not good when you can’t accommodate everyone in a timely fashion. I am truly sorry for your troubles. I am unable to give a refund from our office for the money you paid goes to Massage Advantage. You can call the corporate office for Massage Advantage and request a refund from them. Their number is 1-866-949-2112.

Sincerely,

Dr. Chandra Miller

Following Dr. Miller's advice, I contacted Customer Service at 1-866-949-2112. I left three messages--all on different days--before Lana called me. I asked for a refund of my membership fee. Lana said she would check with Terri. Several days passed and I did not hear from Lana, so I called again. Lana said she was waiting for Terri to consider my request. Several more days went past. I called Lana again and she indicated Terri said a refund could be made and Lana acted surprised that I did not know that. I requested a copy of the credit card transaction to my account. Lana assured me she would send it to me and requested my e-mail address. Over the next several days I did not receive an e-mail from Lana. I tried several times to reach her and when I did, she again assured me that she would send a copy of the credit card transaction and assured me again that Terri had approved. Lana asked for my e-mail address again. During this time I did receive a call from Matt in Chaska indicating that he had heard I was trying to make an appointment. However, since I had been told that a refund was in process, I did not return the call to Matt.
When I did not receive a copy of the transaction within the next week, I called Lana and left a voicemail indicating that my next step would be to contact the Better Business Bureau and the State's Attorney General. I received no contact from Massage Advantage after that phone call.
I believe a refund is in order because Massage Advantage has failed to provide the services promised; they have my money, but are busy securing other clients through GROUPON and special sales while telling me they have no time. Dr. Miller states all of this in her e-mail and she also states that I am entitled to a refund, which Massage Advantage has agreed to provide, yet has not done so."
...
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Claimant timeline (14) - Hide
  • 12-17-2011 — Left VM Message for Lana.
  • 12-15-2011 — (approximate date) Spoke with Lana and requested a refund; she said she would speak with Terri.
  • 12-12-2011 — (approximate date) Left VM message at corporate office.
  • 12-10-2011 — (approximate date) Left VM message at corporate office.
  • 12-09-2011 — (approximate date) Left VM message at corporate office.
  • 12-09-2011 — Attempted to schedule an appointment at Prior Lake and at Chaska.
  • 11-30-2011 — (approximate date) Contacted Dtr. Chandra Miller by e-mail to let her know of difficulties and to request a refund.
  • 11-07-2011 — (approximate date) Attempted to schedule an appointment in Prior Lake and in Chaska.
  • 10-23-2011 — (approximate date) Attempted to schedule an appointment in Prior Lake and in Chaska.
  • 09-08-2011 — (approximate date) Attempted to schedule an appointment in Prior Lake and in Chaska.
  • 08-10-2011 — (approximate date) Attempted to call Massage Advantage in Prior Lake, MN
  • 06-15-2011 — (approximate date) Purchased Membership at Massage Advantage in Chaska, MN
  • 12-19-2011 — (approximate date) Lana again assures me that Terri has approved refund and that she will send a copy of the credit card transaction to me through e-mail.
  • 01-03-2012 — Left VBM for Lana indicating I would contact BBB and State's Attorney General.
Additional Communication Between Claimant and Massage Advantage, Llc (Corporate Office) Hide
  • Mar 19, 2012, Massage Advantage, LLC (Corporate Office) (responding party) added:

  • In trying to resolve this matter, the Massage Therapist at Chaska told me he would reach out to you to schedule your appointment since we have a No-Refund Policy. As you stated, you did not reply to him. I received a letter in the mail from PeoplesClaims last week which brings me to this site.

    As you can see, even after this claim was filed, Ms. Boyd continued to use our serviced:

    Package 4
    4 pts
    4 pts



    Date Time Type Program Amount Store Auth.
    02/28/2012 16:34 Purchase Package 4 -1 pt Prior Lake M00CDW
    06/23/2011 13:33 Purchase Package 4 -1 pt Chaska Family K0071I
    1hr ma mem rosemary
    06/06/2011 16:24 Issuance Package 4 6 pts Chaska Family G0096R
    6-1hr ma mem

    We have the location in Chaska and now a location in Chanhassen where you can redeem your massages.

  • Mar 19, 2012, Claiming party added:

  • Since you NEVER told me you had a no refund policy and since you did not refund my membership fee after YOU SAID YOU WOULD, I did again try to schedule an appointment and was able to do so in Prior Lake.

What Claimant Wants Hide
1. Credit: Full value of membership Feb 07, 2012 $255.00
2. Pay me for my time: 10 hrs. @ $49 Feb 07, 2012 $490.00
3. Other – Physical delivery charges Feb 07, 2012 $2.99
Cash total : $747.99
1. Refund: Full membership fee Feb 07, 2012 $255.00
2. Other – Physical delivery charges Feb 07, 2012 $2.99
Cash total : $257.99
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from Massage Advantage, LLC (Corporate Office). This claim will remain posted until resolved
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