ComplaintsforMassage Envy
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Complaint Details
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Initial Complaint
11/11/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I signed up for their monthly membership in December of 2019 for $70 a month. Come ***** of 2020 COVID happened and everything was closed. I was unable to use the membership or cancel my membership and they continued to charge me. Fast forward to May of 2021, I requested for a SECOND time for my membership to be canceled, I was assured it was. I at the same time requested two hours to be swapped to family members of mine, again.. told that it was. None of these things have happened. I again called them today and the nice lady in the office informed me not only was there no note on my account to be canceled there were zero hours transferred. I am beyond upset and can not believe a company would treat their customers this way. I again, was told your membership will be canceled but it can take up to 30 days which means I can be charged yet again. I have used ZERO of these hours which means I have paid massage envy $1,610 for absolutely NOTHING. While yes, I should have been more diligent on my bank records and realized I was still being charged the fact I asked this company two different times to cancel my account should have been the end of it. I am deciding on what action to take next. Dispute all of their charges with my bank or file a lawsuit.Customer response
11/12/2021
The address of the massage envy I signed up with is ***** ******************************************************************************.Business response
12/30/2021
Hello *******, I was trying to reach you via phone and had no luck. My name is ****** and I am a more recent assistant manager here. I first want to apologize to you for not having your problems resolved with us. I did look over your account and have a solution I do hope we can come to an agreement on.So in regards to you wanting to cancel your account back in May 2021 I do not see any paperwork signed as we do always require paperwork before processing any request but I will go ahead an honor to refund the months of July-November as the month of December was not processed. This will bring you down to 14 credits to use. I am more than happy to assist you in doing the 2 transfers sessions you had asked for, Bringing you down to 12 prepaids if you choose to do so (Please be aware that any transfer is a $10 charge) . I do understand we were closed for 6 months. Your account was waived for 3 of the 6 months so I am happy to honor waiving an additional 3 months for you to allow you access to use your credits and not be charged. After the 3 months we can go ahead and do the cancellation process before another billing is processed and you will have an additional 60 days from the time we process the cancellation to use any remaining credits, this will allow you up to 5 months to use your remaining credits.Please give me a call if you would like to proceed with this. Thank you.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.