ComplaintsforMassage Envy
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Complaint Details
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Initial Complaint
03/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 3/12/2023, I had a microdermabrasion facial scheduled at 1pm. When I entered into the building, I asked the front desk employees if I have to pay over the amount of my monthly $80 membership fee. They stated "you only have one hour on your account and your microdermabrasion facial will take two hours, so you will need to pay $70". I agreed to pay the $70 after the two hour facial; however, I received the facial for exactly 30 minutes. The facial was extremely fast and did not last at all two hours. On 3/20/2023, I wrote a message to Redlands Massage Envy and have not heard back as of 3/29/2023. Additionally, I have called the customer support phone number multiple times and I can never get in touch with anyone. I would like to cancel my membership and receive my $70 back. Clearly this company is not customer focused.Business response
03/30/2023
Reached out to client and left a voicemail regarding her service to explain to her that the microdermabrasions are a 30-45 min session but due to them being an advance service, it does cost $140 or for members 2 hours of credits. She only had 1 credit in her account and had to pay the upgrade fee of $70. I refunded to her and explained that I did it as a courtesy for her but explained in the voicemail how our advance services are performed and the cost of them.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.