ComplaintsforMassage Envy - Midtown

• Initial Complaint

  07/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Transaction Date: 6/30/23 Amount Charged: $80.00 Business Agreed to Provide: Medical Massage Nature of Dispute: Merchant failed to provide itemized statement for the service provided listing Medical Massage as service rendered. It was agreed during telephone conversation, prior to scheduling the appointment, that an itemized receipt, specifically listing Medical Massage, will be provided after the service.Massage Envy did not follow through with my initial request. They only provided a general receipt showing the service as a "Custom Session." The business insisted they performed the Medical Massage, but there is no proof in the itemized receipt that they specifically performed a Medical Massage. They did not attempt to resolve my problem. I am requesting for a full refund since Massage Envy failed to provide the service that I specifically requested. Based on the receipt, the service provided was not the service discussed and agreed, prior to scheduling the appointment.The transaction number on the receipt from the appointment is *************.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My issue with the business has to do with their membership and refund policy. My husband (*************************) had initially signed up for a membership last August but after the first membership session (and the only one he used under the membership) he started experiencing sharp back pains. We believe that it's related to the massage he got. He went to his primary care doctor and also to the *** After these emergency hospital visits, I called the manager to cancel the membership but was offered a transfer of it to my name. At the time, it sounded fine so I agreed. It was not fully explained that we would be charged for services every month even if we don't use it. I never signed anything and this was all done over the phone.After a few months, when I noticed the charges on the credit card, I called to cancel the membership. It took several weeks to get a hold of the manager. I was promised a call back but never got it. Finally I got a hold of the manager, a woman, and she was very nice. She said she remembers me from the call before and agreed to cancel the membership and also refund the amount. She was supposed to follow up and give me an email address where I can send my husband's doctor's note from August. She never followed up, so I assumed that it was fine as it was not clear that we needed to provide the doctor's note. She mentioned it but didn't ask for it again. I assumed it was all cleared but was charged again a few days ago.I called today but the manager denied all of this and said that she explained that the membership cannot be cancelled and asked for the doctor's note. I have emailed it to her **************************************** but she has not gotten back. She said she likely can't give us a refund and has to defer to her district manager. She said knowing her district manager, we won't be given a refund.Since the membership terms were never clear and my husband and I never signed anything and we have a note from the doctor about my husband's back pain, we are seeking help to get a refund for the 7 months we paid but didn't receive any services. That is $80 per month for 7 months so total of $560.00.Thank you,*********************************** **************

*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. ↩