Complaint Review: Massage Heights - Boca Raton Location

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