ComplaintsforMassage Envy

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hi there. I’m not one to get mad or frustrated at businesses. In fact this is the first time I’ve ever used BBB. Massage envy has over $2000 of my money from accrued monthly payments. I signed a yearlong term contract in Menifee (as a pro athlete I needed massages). I moved back home to Washington, and tried to cancel over email, since I moved, they denied my cancellation even though they said if you moved you can cancel. I didn’t notice they were still charging me after I EXPLICITLY said to cancel, but massage envy has made it impossible to get out of their membership. I signed it in January of 2019 and it’s still there 3 years in, when I realized I was still paying monthly. Covid 19 shut everything down until the last year and I wasnt even able to safely go get massages and they still charged me. Every time I tried to schedule appointments after things reopened, they’re fully booked and unable to take me in. It’s crazy, so they’re taking my money guaranteed each month but I’m not getting any services I was guaranteed. Every time I try to cancel in person or over the phone they say I can’t because I signed up in Menifee, and have to cancel there, Over a thousand miles from me. I can’t get a hold of someone who can authorize a refund either. Now I’m at a point where if I cancel I will lose my $2000 because there’s no way I can fit that many massages into their 60 day period, and if I freeze they get even more of my money and I don’t even know if I can use my accrued credits. They never have any appointments open! I am mad and frustrated. I’d like to cancel and get ALL my money back or cancel my membership with the ability to use ALL my credits with no time limit. This is totally unacceptable business practice. Refunds should ALWAYS be an option when there is a good reason. A company shouldnt take $2000 of your money and not give you the services you’re paying for, and no option to use your credits, and no option to get out of it.

  Business response

  12/20/2022

  We received a notice in regards to Carson Brown's filed complaint. I was able to speak with Carson and his fiance, Claire, and we were able to reach a resolution for Carson's Membership. I have attached the notice that we received as well as the email thread between myself and Carson, which states how we are moving forward with his account. 

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