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I am a member at massage envy at the renton landing location. I have four massages I need to use. I want to be able to these up before I pay for anymore massages. For the past two years that I have been a member, I have been able to do a 3 day hold so my account is frozen during the withdrawal period, giving me a chance to use up my massages. Recently when I have tried to do a three day hold I have been told that the policy has changed and they no longer allow that. This means I will have to continuously pay for massages that I have not had the time to use or freeze my account so that I can not use the massages when I do have the time to use them. I spoke with Norma the customer relations manager from the Renton landing store last month about this. She said she would allow me to do the 3 day hold and said she put my account on a 3 day hold. However when I tried to schedule an appointment today I was told it was still on a 30 day freeze which meant I could not use my massage credits. This is extremely frustrating as you can imagine to have paid for something that I can't use. When I signed up I was told that I could put my account on hold if I ever needed to and I would still be able to use my massage credits during that time. I can't believe that somebody who has been paying for massages for two years would be treated this way and that you would rather lose a customer then resolve this issue. Please help me to resolve this issue.
Thank you,
Lesley Pahl


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