Massage Service
Last year my husband was sweet enough to get me a 6 month membership to Massage Heights in Southlake, TX. Right after that we both lost our jobs and I called since they were debiting my account every month and asked if they could hold off till I founda job. They were very kind and within 3 months I got a job and called them back to reinstate my account. I thought the membership would end in six months since I didn't read the terms since it was a gift and at the end of the six months they still debited my account. I called them and they said I had to give 30 days notice and fill out the form. I said my husband specifically stated he only wanted 6 months but they said he had to call or I had to call to cancel it. I had to pay another month which made seven months paying. I didn't get to use the membership right then due to surgery but I just called today (1/20/2016) to schedule a massage and they said that I had to pay for it even though I had 3 hours left i had reluctantly had to pay for. They said when you cancel your membership you have 30 days to use your services up. it was highlights on the cancellation form but I only caught the 30 days to cancel and not the 30 days to use your membership up or I would have done that. I am furious and feel they take advantage of people especially like me who soon will be 65 years old in 10 days. In today's economy businesses should not take advantage of people like this.
Contract cancelled, but they keep charging my card
The Massage Heights in Rochester Hills, MI used to be great, however, they lost all of their good therapists because they don't treat them well. I canceled my membership in October with 30 day notice as needed. The manager confirmed there would be one last payment in November with one last massage in November which I agreed to per the contract. The November dues were pulled, I used my last massage, but the company pulled my dues again in December. When I called, the manager has been fired, the new manager won't take my calls nor will he return my calls, so I can't get anywhere. The word on the street is they are going down hill fast. I have contacted my credit card company to dispute the charges, and I will be contacting the better business bureau. Watch out for this company; don't give them your credit card information!
Inappropriately touched during a massage
I was inappropriately touched during a massage at Massage Heights Buckhead on Sat 11/15. The massage felt very sexual in nature and I feel like the therapist took advantage of my relaxed state and had 1/2 of my breast exposed while he was "stretching my neck". He removed the sheet down to my bikini area and placed a thin towel over what felt like my nipples proceeded to rub my stomach and all up the sides of my body. Why did he have to have the sheets pulled down to my bikini area to "stretch my neck" and keep it down until the massage was over? if you are laying on your back and your hands are over your head, that the sides of your breast are exposed. I was so ashamed, embarrassed and in shock I just left and did not say anything, but as mind processed what had just happened I felt more and more violated and disturbed, so 15 mins later I called the manager (Ms. Jo), she told me that is not their policy and they have zero tolerance and that an investigation would take place. I called APD (Atlanta PD) on sat and filled out a report on the incident and am awaiting a call back. 2 days later the Owner (Randy Marrow) told me that based on their investigation the massage therapist followed the rules, had no prior incidents on his file, that he was one of his top producing therapist and that I could cancel my membership. The owners' tone and words made me feel even more humiliated and helpless! This is not right and how many other women has this happened too! I was violated and this man could be violating others all under the premises that he is a massage therapist for one of your franchises! The Owner basically defended this therapist for violating my body and his code of ethics and told me to cancel my membership. This employee gets to keep his job and get a little slap on the wrist while I am left to pick up the emotional pieces of being violated! I have contacted the media and am in touch with an attorney.
The corp office contacted me and did their own investigation and have fired the therapist, as well as reporting him to the Board
Improper billing
In January of 2013 I signed up for a year-long contract to receive monthly massages at Massage Heights-Royal Oaks in Houston, TX to be debited from my bank account each month. Although I only used two massages by the time the year was up, I was otherwise happy with their service. In January of 2014, it occurred to me to check my bank transactions to see if I was charged that month. I was not, so I figured the contract was up, and I never thought another thing about Massage Heights-Royal Oaks. I received a letter from Transworld Systems Inc., dated July 14, 2014, stating that I owed Massage Height-Royal Oaks $479.93. For what? I never received any information from Massage Heights-Royal Oaks stating that I owed them any money! Apparently, Massage Heights "auto-renewed" my membership without my knowledge, and my account was in delinquency because I hadn't paid in four months.They claim they called my cell phone on three occasions, but a message was never left. I never received anything in writing either, through the mail or email.
I do not understand how I can be turned over to a debt collector for a debt I didn't even know existed.
I think this is bad business practice and I am mortified that I have been reported to a debt collector. After phone calls to Transworld Systems, they referred me back to Massage Heights-Royal Oaks. I spoke with Sandra, the manager/owner? She said there was nothing she could do and that I would have to call Transworld to settle the dispute. After being placed on hold for 25 minutes by a Transworld representative, I finally hung up. I am a nice person who does the right thing. This all seems so wrong to me. What else can I do?
The complaint has been investigated and resolved to the customer’s satisfaction.
You might want to start by looking at the original contract.
It is possible that you signed something stating that the membership would auto-renew unless you canceled.
That said, it might also have a clause saying that the payments are only for 1 year. Maybe that is so they do not get fees if the bank account charges or credit card charges are disputed.
Good luck
Credit card charge
I am partly to blame. I made the mistake of signing a 3 month contract with Massage Heights to get a massage in June, July and August. My June and July appointment went ok. My August appointment came around and I had scheduling conflicts due to my teaching schedule. When I called at the end of August to schedule my appointment and cancel my 3 month...
Read full complaint and 1 commentTerrible experience
My 23rd birthday present and fist massage ever from Massage Heights has turned into one of the worst retail experiences of my life. It all started back in June when my boyfriend bought me a massage from Massage Heights as a birthday gift. I had never gotten a massage before so he thought it would be nice to surprise me with one on my birthday. I went to Massage Heights, had my massage, and everything was fine until I was getting ready to leave the salon. As I was trying to pay and leave the girl cashier working starts trying to push me to purchase a monthly massage membership. She explained the membership was $50 and that along with reduced prices on massages, the membership also included a free complimentary massage every month.
Considering this was my first massage in 23 years I said I could not justify spending $50 every month from now on to get a massage for myself. I also explained that since I work full-time and go to school full-time I would never have time to come in every month to get a massage anyway. Finally I also said I would be moving in a year so it would not make sense for me anyway.
Oh none of these things were a problem the cashier explained! First of all she said the membership only lasts a year and I could cancel it before I moved. This did not motivate me because again I thought even one monthly massage for myself was way too extravagant and unnecessary.
However next cashier said I did not have to use all my complimentary monthly massages and that I could give my free monthly massages away in the form of gift certificate to anyone I like. Along with this she did explain that I could only give away two of my free monthly massages to the same person. She also said the free unused monthly massages roll-over so if I did not use a free massage one month it would carry over to the next. Finally on top of that she said that my first month of the membership would be free and the gift card my boyfriend got for the massage I had already received would pay for the second month of the membership. So over the year I would have to pay for 10 months of massages plus tips and I would get 12 massages in exchange.
After she explained all this to me I was much more enthusiastic about the membership. I thought to myself how great the free massages would be to give away as gifts to other people. I figured I could use 2 or 3 of the massages for myself as a treat and then give away the other 9 or 10 to people as gifts. I looked at the membership as a prepaid investment in Christmas and birthday gifts for the next year. After thinking it through and asking questions to confirm that I correctly understood everything she was saying to me I decided to sign up for the membership. Things have gone from bad to worse ever since.
I signed up for the membership in June, and has not used any of my free massages until now. Last week I decided to book an appointment for me and my boyfriend to each use one of the free massages I had accrued. I called and booked the appointments for both of us. On the phone I indicated that I the two of us would like to use two of my unused free massages for our appointments. Just to be sure I again confirmed over the phone that it was okay for both of us to use my unused free massages. The girl on the phone said OF COURSE that was fine and confirmed both of our appointments under my account.
Today my boyfriend and I arrived to have our massage appointments at Massage Heights and everything went well to start with. The massage staff was polite when we arrived and both of our massages went fine. We finished with our massages and I went up to the cashier to pay for tips on both the massages. There were three Massage Heights employees at the counter. I believe two of them were managers and one was an employee in training learning to use the cash register. I said I would be paying for the tips on both the massages and the trainee employee at the counter started to run my card for tips on both the massages.
During this time the other two girls at the counter started asking me if my boyfriend wanted a membership. I indicated that he did not and wanted for my receipts. Then one of the managers asked who would be paying for my boyfriend's massage and I replied I was giving him one of my free unused massages from my membership. The manager looked at me and said what are you talking about. I again said I was giving him on of my free unused massages. Both the managers then became extremely rude and again said what are you talking about you cannot give away any of your free massages to anyone else.
At this point I was just dumbfounded. I explained that I was told multiple times when I signed up for the membership in June and once again last week over the phone that I was allowed to give away my unused massages to anyone I wanted as long as I did not give more than two free massages away to the same person. As I was trying to explain this the two managers at the counter continued to be extremely mean to me-interrupting me, rolling their eyes, and saying that this was not allowed, they did not know why I would think that it was allowed, and no one would have told me that this was allowed.
At this point I realized that I had been lied too, the Massage Heights employees could care less, and that there was nothing I could do. I said I would pay for the massage and just told them to run my card. I think it is important to point out that during this entire exchange none of the employees did anything to try to make me feel better about the situation or address any of my concerns. The managers were extremely mean-spirited, stuck-up, and cruel throughout the entire incident. I have never been made to feel worse as a customer at a business. There were other customers waiting in the salon during the incident and the two managers made me feel like a criminal who was trying to fraud their business out of a free massage.
This entire incident was extremely aggravating and embarrassing. First of all I am extremely mad I was lied to about the terms of the membership. Never in a million years would I have signed up for the membership if I had not been told I could give away the massages as gifts. My friends even remember me talking about this as the sole reason I signed up for the membership. Although I take some responsibility because I should have never signed up based solely on the false representations Massage Heights made to me, I still feel I was swindled. I feel completely defrauded out of the $500 I will have to pay this year before I can cancel my membership next June.
I am also extremely worried something will go wrong when I try to cancel my membership. When I was waiting for my massage today I overheard a phone call where a customer had called complaining their card was still being charged even after they canceled their Massage Heights membership. The same manager that was mean to me got on the phone and started explaining something about how the members card would still be charged for two additional months. Although I realize I know nothing about the other members situation and overhearing a phone call is not credible information, but given my experience today I am concerned over cancellation of the membership.
I would please urge everyone to never go to Massage Heights. It was the worst customer service experience of my life. Not only was I defrauded and lied too, I have never been made to feel worse as a paying customer in my life. I do not want others to have to suffer through what I went through.
Finally I think its important to note that I was so outraged by this incident I did call the Massage Heights corporate headquarters immediately when I got home. The woman I spoke to at the franchise was polite and indicated she would call the franchise and get back to me. I called at 2:30 pm today and I am still waiting to hear back. I do not want to ruin the Massage Heights reputation based on the deceitful business practices at a single franchise if it is not warranted. I am hoping the corporate headquarters will look into my complaint and take action to justly resolve this situation.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have been paying in my contract for about two years. I feel stuck. I have been diagnosed with fibromyalgia and found that the massages actually hurt me more than help so I probably have 24 massages banked that have been paid for and not used. I have called to talk to a manager and after 4-5 times of me calling I did get a call back. She said if I cancel I only have 30 days to use my massages that I have paid for. Seems like if I have already paid for them I should be able to use them whenever I want and should be able to take as long as needed to use them up. I prepaid for a service that I can no longer medically use so I guess I have just donated $59/month for two years to massage heights. Very frustrating.
Today was the second time that I have had a scheduled appointment canceled. That is two appointments canceled in the past four months. I would like to cancel my membership without a penalty and the retreat manager told me that I could not do that. I am extremely unhappy with the service and would like to cancel my membership!
I work as a therapist here in Canada and I can say we call these places 'massage factories' for a reason: punch in punch out do as many as you can and sell, sell, sell. It's terrible. 50 minute treatment except if you have an elevation, note the language, not an 'add-on' as they would persuade you to believe, no this takes away from your massage time with a spa treatment that quite frankly, doesn't have any significant therapeutic effect that can't be done without taking from your massage and your wallet. Hot stone? Hot towels instead, ask the therapist to use them on troublesome areas and get the relief of deep heat without paying for some rocks...
PS to the person who said DEEP TISSUE and got 'pet' (we call that a 'fluff' massage) I believe you wanted DEEP PRESSURE. Not all deep tissue work involves a lot of force (common misconception). I myself use a deep tissue technique that is very gentle and not very firm at all but it manipulates deep structures. Next time ask for a therapist who does deep pressure not tissue and you shouldn't run into this problem (at least as much)
My training (Ontario) groups RMT's as health care professionals, most places don't or aren't regulated like a few provinces up north. Here, we abide by the Regulated Health Care Practitioners Act (RHCPA) giving us far more credibility and 'rules' to be professional. Here's a quick example, at Massage Heights your client file is left outside the room. In a public hallway, with people walking by. There's some pretty important personal information on there isn't there? Not their concern. At the Christmas party I attended, I heard a gentleman from corporate call people 'guests' Guests?! This isn't a hotel, it's suppose to be healthcare! Guests! I almost laughed out loud. They're CLIENTS or PATIENTS. UGH! I should explain I work in an unregulated province (it's got oil) so it's funny to see places like this that can do what they do because there's no regulating body to ensure for the public that the profession is professional. When you're unregulated there's a lot of things that are done that are no no's. Take for example students. In a regulated place, they aren't allowed to earn money while a student. They work in student clinics through school but can't collect money treating, even at discounted rate. Why? Because they're not fully trained or ready to handle whatever gets on your table. Would you want a person who's studying medicine, and hopefully will pass, to be trying to figure out what's wrong with you? Probably not...
Bottom line, don't go to these places. They totally overwork and underpay their therapists, hence the large turnover. It's funny when clients ask how come everyone I like ends up leaving? Because eventually the therapists realize they're getting screwed, and they didn't even have dinner bought for them...
I'm all for affordable massage for people, it's beneficial for the mind, body and the spirit. But let's keep it about the treatment and less about the sales, therapists are here to be of service to you not be servants for you.
I am currently having a similar bad experience with a Massage Heights in Atlanta.
I went in last Sept/Oct for a sports massage for marathon training. First one was good and while cashing out I was asked if I want a membership. They explain to me the details of it, really selling it to me, and I go ahead and do it. Since I consistently do long endurance sports events I thought it would be a great idea. Wrong...worst idea EVER.
So I use it for 5 months just fine and then I run into some financial stress and I call in to try and cancel my membership. I'm thinking there will just be a cancellation fee...nope, you actually cannot cancel your membership unless 1) You move away and are not within 25 miles of a Massage Heights or 2) You have a doctor's note saying you can no longer receive massages. Okay, I ask is there anything I can do in this case to help my situation. I'm told I can freeze my account for 6 months so that's what I do.
First month in, the still charge me full price...uhm no, it's supposed to be $10 during the freeze time. So now I'm having to talk between employees and managers to get this resolved. I finally talk to the head manager and she refunds me account the difference. I then speak to her about my remaining contract term so that I FULLY UNDERSTAND all components of what I have left to pay. Please note I'm speaking to a MANAGER! I am told I will finish off my 6 month freeze term and will then have 2 months left of my contract to pay. So that when my account is unfrozen I only have $120 left in payments. Seems simple right? I double and triple checked with the manager since it was indeed my fault I didn't read the contract thoroughly enough in the first place...I wanted to make sure I understood it this time. She assures me I will only have the two months left.
Fast forward 6 months, my account becomes unfrozen and they want me to make an appointment. I ask them to first verify my contract will be ending in 2 months (as stated previously) and that it is not set to automatically renew. The employee checks and she states my contract still has another 6 months to play out! I'm flabbergasted! I was SPECIFICALLY informed by a MANAGER that I only had 2 months left after my freeze period. If a manager doesn't understand my contract and terms, how am I supposed to? There is literally no way for me to cancel my contract except to try and find a doctor now who will write me a note.
I am so incredibly frustrated with Massage Heights. Throughout this whole experience every time I have spoken to an employee or manager they have been less than helpful. I realize it was my mistake to not understand the terms, but I tried speaking to a manager afterwards to better understand them and I become misinformed! When I bring this up, I am offered no apologies or consolation of any sort. This has been a very frustrating experience I would not hope for anyone. DO NOT SIGN A CONTRACT WITH MASSAGE HEIGHTS.
I go to Massage Heights (Westchase location) in Houston, TX. I'm about 5 months into my 1 year contract, which I was not even slightly pressured into. The lady at the counter politely asked if I would be interested in a membership, *after* my first massage. I have received a total of 5 massages from 2 different therapists there, both very skilled and professional. Both therapists strike a good balance between being friendly, and not talking too much. My experience there has been very pleasant. I expect to use all of my massages for the 12 months. If I decided to cancel my membership, I would do it in person and get a confirmation of cancellation in writing, just in case. It isn't that I distrust Massage Heights' business practices. It just seems like a smart practice for any type of membership where your credit card can be charged.
Second thought - It is wrong to knowingly mislead people but unfortunately, some people still do it.
Everyone should be aware that theses are businesses - offering a legit service for MONEY. It's a contract and you are entitled to what the contract specifies in writing, and nothing more. Read the contract not matter what. The individual helping you, by "explaining" the contract, in ANY membership based business, may or may not be honest. They may be new, and perhaps not trained very well, or completely understanding the facts themselves. It's too bad, and companies should not permit it, but the #1 thing you can do is protect yourself. When you're about to sign a contract authorizing monthly charges to your credit card... this is no time to be lazy. Do the reading. It's your signature, not theirs. Take some personal responsibility, learn from this and read the paper next time. ;-)
This is for All the above comments. I would like to apologize for all your bad experiences. I am a therapist at one of the Massage Heights in Texas and most of our therapists including the manager is pretty fair and cordial. Although we have had some bad ones in the past as well. I think as a therapist that is one of my complaints as well as other therapists. We just cringe after we have given a massage and the front desk pressures our clients to buy a massage. They become unrelaxed after the high pressure. My idea is why should we press so hard for memberships. If you like us you wlll be back. Even the ones with memberships sometimes don't come back for awhile and I will let them catch up by doing two hour massages. I am really sorry about the inconveniences and I do truly hope that the corporation can help the young lady above who had a bad experience on her birthday and get her money back.
Massage Heights in Kingwood, TX.- Pressured me to sign contract, ok I did. Stupid me, because next massage 'therapist' talked the entire time about herself. What a waste of $$$$. I wish I had seen these posts beforehand. I certainly would NOT have ever patronized the place. I guess they want to get you in a contract because most probably would never return after the first visit.
Had a similar BAD experience with Massage Height in San Antonio. I have been a member for greater than 8 years. I was one of the first members with Massage Heights opened...although I did not get the best massages every time I convinced myself it was because the massages were so cheap. Every once in while I would find an outstanding therapist. Three years ago, I moved from Texas to Florida but decided to continue my membership (big mistake) in hopes of Massage Heights would expand to Florida and that periodically I would be returning to San Antonio and could at least continue to get massages when I was in town. This week, I decide that it was time to cut the cord that is 12 pre-paid massages down the drain with no recourse to get massage that I have paid for. I do understand that I have some responsibility but that is >$500. If I have pre-paid them, I should be able use them but not if I cancel my membership. What a scam...I still paid for those massages. Basically $500 profit without providing a product or service sounds a little bit like highway robbery or snake oil sales. Whatever, for $500, I am now a unhappy customer for life. In the end, my unhappiness will cost them a lot more than $500.
I too was ripped off by massage Heights at university park in Sarasota Florida My one year contract ended and I called to make sure that there would be no more charges. Next month, another charge. Called again and told must be in writing. Wrote and no one responded and next month I was charged again. Finally called and told although I called, the original email was not 30 days in advance (written same day charge hit my account) and they will refund nothing. This is a scam. Do not sign a contract.
I watched undercover boss tonight. And the owner stated that she has a multi multi million dollar company! Great. But what a cheap ### at the end of the show. She should be embarrassed I was going to check it out now no way other CEO s really cared and it showed monetarily. Fake tears and all. Very disappointed anyone else feel that way?0
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