ComplaintsforMassage Envy
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
In the beginning I was asked questions concerning covid and I was told that everyone had to do that in the beginning. Masks had to be worn. Now most businesses realize that the health issues are over as President has mentioned. It is evident now that Massage Envy is now using politics to control their customers. I was told that the questionaire has to be filled out every month. I am not a virus but Massage Envy treats their customers like they are viruses.. Most businesses recognize this, so the the mask and questionaires have subsided. My wife had purchased a gift pack of six massages, I went to two. I asked for a refund and Massage Envy said they will keep my money without providing the service. That is theft. THis non refunding money was not disclosed initially.Business response
08/01/2022
We have not owned Massage Envy since April 2, 2019- This complaint is not going to the correct business owners-Customer response
08/01/2022
Please find the proper owner of the business and file the complaint.Business response
08/01/2022
****** **** *************- We have not owned this business for more than 3 years, please remove us as business owners and reach out to the current business owners
thank you
Business response
08/05/2022
Dear ****** **** ********
In response to your request, complaint ID number 17536258, Mr. **** ********* wife purchased a 6 pack of massages in December of 2021. I have attached the signed agreement of our terms and conditions and highlighted where it states we do not do refunds. At Massage Envy we have always had the highest level of protection and infection. After our reopening in May of 2020 during covid, we worked with a third party protection infection company providing guidelines to protect the safety of our members, guests and team members. This included a wellness form that needs to be completed by members, guests and team members any time they are in our location. Due to the nature of our business being high touch and in a close environment for up to two hours, we continue to make this a mandatory policy.
While Mr. ******* believes that there are no health issues, we continue to follow our policy based on our third party infection protection party and CDC guidelines.
Attached:
Signed Wellness Agreement
Client Covid-19 Questionnaire
Covid-19 Daily Operational requirements Overview
Thank you for giving us the opportunity to respond. Our goal is to continue to provide a safe environment and helping people feel their best. If you have any questions, please feel free to contact me.
****** ********
General Manager
************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.