ComplaintsforMassage Envy Rogers

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for a 1 year recurring membership in March 2022 which equates to 1 massage per month. At the time of purchase massages could be booked online. Massages could be used at the Rogers, AR, and Fayetteville, AR, locations, as well as, any location nationwide. Rogers and Fayetteville are 30 and 45 minutes from my home which is a reasonable distance to drive. The next closest locations is 3 hours away. Now, due to a shortage of massage therapists, Fayetteville only offers facials bookable online and the app looks like you can book online massage appts in Rogers, however, they are always all booked. When calling to find out when the next list of appts will be released on the app, the associate says you will almost never find them online and to call their office every 10 days to ask to have your name bumped to the top of the list for the next available appt because apparently the waitlist is whoever called the most recent. Since purchase I've only succesfully redeemed 6 massages. Essentially they have sold a service that is next to impossible to redeem. Because the services are limited, I do not want to pause my membership (which would be a recurring $60 instead of $75 charge) and I want the opportunity to use all the accrued credits or at minimum half of those credits.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm charged a monthly fee for service at Massage Envy in Rogers and Fayetteville Arkansas they can not provide. I have credits (paid monthly fee) however you can never get an appointment with them. If you cancel the contract with them you lose all the money you have paid into them thousands of dollars). I feel as if this is fraud. They are charging me for something they can't provide. A few years ago they canceled my membership without my consent. Again losing all my paid credits. I was able to recover the credits but I can not use them because I can't get an appointment. If you are lucky enough to get an appointment you can't make any other appointments to use a service I'v already paid for. They seem to find a way to take my money that has built up over the years and I can't use the services I've paid for. How can they continue to charge a monthly fee for a service that they can't provide? They claim they don't have the staff to provide the service. I have credits "banked" I want to use but they continue to charge me monthly. This is just making the situation worse. At this rate they have me at least 6k.

  Business response

  11/25/2023

  Greetings ******,

  We are responding to complaint #******** by ****** ******. The complaint is that she is paying a monthly fee but cant use her credits due to she can not get an appointment. Our system is designed to get in at least once a month with the membership fee. I checked this members account and she has been booked 18 hours in the past 12 months, well beyond the once a month rate. She does have a backlog of credits but we have been open all but five weeks (the government imposed covid shut down) and servicing clients. It is a correct assumption that the challenge is greater since covid to get appointments but is not impossible as we have many clients that have booked mulitiple appointments in a month as she has as well, but it can vary on who they request and their availability. Over all we feel very confident we can get our clients in at least once a month. In this members case she has been booked for 2.5 hours in Octover and 1.5 hours in September. The client also mentioned that if she cancels the membership she will lose her credits after the 60 days, this is correct and although we did not author the agreement the franchisor did author and insist on consistency of upholding the agreement to be fair to all members which this client agreed upon siging her membership. 

  We have had numerous converstations and bookings with the client and although our retention rate is far higer than the industry average for therapist, not having a therapist school opened for 3.5 years even our retention takes a hit. Per the agreement every member has the right to cancel at any time after their initial term and we would be happy to discuss the current month but by not cancelling previous months they have accepted the conditions of the workforce which we can not control. The client has not elected to cancel due to not wanting to lose credits, this is situation that is based on the agreement and we can not control the loss of credits.

  In summary we have felt we have been very fair as you can see 18 hours in 12 months is far from not being able to get in. If the availability is not to her liking we will be more than happy to help her with the cancellation but the credits will only remain 60 days per the agreement . 

  thank you

  ******* ******

   

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