I am writing this letter because of an experience I went through recently at a Alameda business geared to alternative medical services.
Due to Breastcancer (medication) side-effect issues I experience from my ongoing treatment, I treated myself to a body-therapy-massage on 7/23/09 at the Massage Envy facility located at Towne Centre in Alameda,Ca. A receipt was givien to me upon my request, so I could file a claim to my medical insurance carrier for reimbursement to me for the massage I had paid for. Possibly hoping to recoop something for my expense, since I have a medical insurance plan. On August 27 I received a notice from my insurance company requesting additional information to process my claim- they required a business address and/or tax ID number for Massage Envy. Simple enough. I stopped at the facility the same afternoon and presented my insurance request for additional information to "David" supported by my insurance letter. "David" refused to assist me in any way that he could have- either by providing a business receipt with an address on it's letterhead, a business card with an address, or anything else that might have helped me to refile my claim for reimbursement. I was told to " look it up on the web". I was then asked to vacate the premises. He phoned shopping center security and when they came had me removed from the facility. I was then asked to explain to security and when I related the situation was told by them there was nothing they could do . I would have to remain away from the business site. I called Alameda Police department to fiel a citizen's complaint and waited over thirty minutes before an officer showed up. Again, I reiterated my experience. The APD officer went into Massage Envy to speak with the gentleman I had the encounter with, came out after 8-10 mintues and told me basically there was nothing he could do for me.
I have NEVER been treated in the rude manner that I was treated by " David" at Massage Envy. I was told he did not have to give me anything. I tried to file a complaint with the Alameda Police Department and the officer that spoke with me basically said there was nothing he could do for me. So going on the internet, trying to retrieve any information from a corporate Massage Envy website, there is absolutely NO place on the website that refers anyone to a contact number of any kind.
I am entitled to the information I requested. I do not understand why I "have to work for it" as I was told I would have to do.
A heath-related service was provided to me by Massage Envy for medical reasons and they should not hesitate to assist the customer regarding their concerns.
I have in the meantime filed a formal complaint with the BBB.
Marilyn G.Smiler
Alameda resident
Posted on Thursday, 8/27/2009 - 8:32 p.m. PDT — by mgsmiler55
Joined: May 2009
Current Posts: 424
I saw 3 ways on their website to relay feedback about customer service. I hope you see this message, and, see for yourself if one, or all, would help you.
At the bottom of every page are 2 rows of small print. 1st (purple words ) has a link to send "Feedback." It goes to a form you fill out online.
The 2nd (black words) has a link to "Contact Us" which leads to another page; the 3rd link there goes to their "Corporate Office." This seems most close to what you sought.
Also, by clicking on the "Site Map" link next to that "Contact Us," it sends to a long list. Near the bottom there is a link to Member Stories > Tell Us Your Story. Note: the fine print above the "Submit" button on that page says this last one is for sending opinions you consent to have published by them.... so that may or not be what you want.
It's not clear if you got refered to there from the Koman folks. If so, you could also talk to them too. Good Luck.
Joined: Aug 2009
Current Posts: 2
Thank you, Chris for the response and info. It seemed you did some work to get this and I will try again. I had entered a "my story" experience as you suggested and when it was " entered" to be accepted, it kept getting denied- I pressed the key more than a few times to see if it would be sent- sorry, no dice- they wouldn't let me send in my story. Also, I was not referred by Susan Koman- the irony is that they are linked doing marketing, which you see when go on the Massage Envy website.
And I happen to be dealling w/ Breat Cancer and used this Massage Envy facility AFTER being assured they would assist me with the information needed for me to be reimbursed by my medical insurance for my out-of-pocket expense, which occurs all the time in any other medical facility provider. Not only did they not provide the information that was being sought, this facility REFUSED to comply or offer anything to resolve the matter.
Being involved in the health industry for over 35 years, I was flabberghasted at the lack of professional demeanor, and complete diaconnect from compassion for a "patron" with a medical condition- Duh, why are they trying to affiliate with Susan Koman?
Joined: May 2009
Current Posts: 424
all I can suggest is try entering your feedback at EACH of the 3 links I found - not just the one that seems not to work. Having said that, I'm getting the sense that company's responsiveness is just a hollow facade that's just "for show."
Depending how much you might want to press for meaningful resolution, I have one last suggestion for you to try:
Clearly you're in the SF East Bay Area. A LOT of the local tv & radio news in this region have an individual or small staff dedicated to helping local citizens when they get the runaround in business situations. They're free Consumer Advocates helpers, who can often get leverage in these type of situations when individuals can't. There's Tom Vacar at KTVU Channel 2, Michael Finney and the 7-on-you-side team at ABC Channel 7, and others. I recall KRON channel 4 (and ABC channel 7 also) used to have one you can phone weekdays between 11am-1pm - but I can't find my phonebook with their contact numbers. (But you should be able to find THEIR contact info via Google - or at least their websites, with contact info on there.)
Again, Good Luck to you. And Best Health to you too.