ComplaintsforMassage Envy

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Wednesday, Sept. 10, 2021 I was charged $210 without my authorization after not being contacted of the businesses reopening from over a year of covid closures. I contacted the business and they insisted they emailed me and refused to refund my money. Instead they told me I could end my membership so the manager emailed me a cancellation form on Sept 25, 2021. I chose not to fill it out or send it in because I wanted to keep my membership. On Thurs. Feb 9, 2022, I called to schedule a massage and I was told that my membership was cancelled without my permission. I was also told that the only person with access to cancellation emails is the manager. Since then, I have left notes and called the manager every day since then and she has been avoiding my calls and refusing to call me back. Essentially, I was charged for credits that I did not get to use because of a cancelled membership that I did not authorize. I want a refund and the membership to remain closed with the North Fontana-Sierra Lakes Parkway location.

  Business response

  03/01/2022

  To whom it may concern,

  
  

  I am responding to the email that was sent to me regarding the situation with ****** ****. I am sorry that it took a while to respond to you, however I did some investigation into this matter and reached out to ******. She was in communication with a couple of different people who were previously in management and dealing with her situation. There was a lot of miscommunication that happened between that management team which ultimately lead to ****** not being informed. 

  
  

  ****** was communicating with our former Member Concierge and per the notes in the account it stated that she emailed a cancellation form to ****** and was giving her until the end of the year (2021) to use the hours in the account (3) that were accrued from the $210 payment. That amount drafted from the account because she was never notified that we had opened (I checked all the email platforms we use and she never received any indication that we would be re opening) so her account had gone into a suspended status and our system tries to automatically run suspended payments. When the funds were available in the account the system automatically ran all 3 of the $70 monthly membership payments which resulted in her seeing the $210 charge. After she received the cancellation form from the Member Concierge, ****** made up her mind that she wanted to keep her membership active and continue to make payments. She was attempted to reach out to the Member Concierge on multiple occasions and once she never heard anything from us she was very upset. Next thing she knew was when she attempted to see that status of her account it was terminated, due to the Member Concierge setting it to auto terminate because it had gone into a suspended status without even giving the client a chance to make any of those payments. 

  
  

  After I looked into the account and spoke to the client and pieced everything together, I attempted to try to issue her a refund and the system didn't let me. As I looked further into the account the day the Member Concierge had emailed over the cancellation form, she was speaking to ****** and the client asked to transfer two of the hours in the account to friends/family. I told her that I was able to locate the hours in the account and told her that we can give them back to her since I was unable to provide the refund and we can place her on the schedule for a massage and facial and that day she can book another service in the future. She was very happy about that and she said that she really appreciated me taking the time to help her. I emailed her a detailed message reiterating our phone conversation. I also made the hours that were transferred to the two people available for use just for her troubles. I told her that I am sorry that she has had such a bad experience in the past with us, however moving forward I told her that I would do my very best to make her upcoming experiences and pleasant as possible.

  Customer response

  03/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am pleased with the outcome and impressed by how well this situation was communicated and handled. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩