ComplaintsforMassage Envy
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Complaint Details
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Initial Complaint
01/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The manager of this Massage Envy location changed the cost of the massage while I was in the room having a massage. I was told that the 90-minute massage would be 1.5 'points/credits' (which I'd previously purchased). However, after my session when I got to the lobby, I was informed that it would be 3 points/credits. If there was some confusion regarding the amount of points needed for the massage it should've been communicated to me before the massage.Initial Complaint
06/06/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
In 11/2018 I called Massage Envy and told them that I would like to cancel my membership. I was advised to come into the clinic to complete paperwork . I went into the clinic and completed the paperwork given to me by the ME employee. The next day I called ME and verified with them that the paperwork I completed would be used to cancel my membership. I was told yes, they would cancel my membership.In 11/2021 I noticed an email header from massage envy stating that I had multiple massage credits to use. I called ME and they told me that I had 42 credits available for use. I asked to speak to the manager, told her that I canceled my account in 2018. Apparently , I was given the wrong paperwork to fill out to close the account and ME has continued to withdraw from my account since 2018, an amount over $3000 and told me I had 3 months to use these credits.I told the manager that would not work for me, she said she would discuss with the owner and call me back thanksgiving weekend. I never heard back from her. I called last week and left a voicemail for the manager to please call me with no response.I believe I should be refunded for this fraudulent withdrawal as I confirmed multiple times my account was/ would be closed. Thank you for your assistance.Initial Complaint
03/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been trying to get closure in a matter that happened at the Massage Envy in Rancho Penasquitos in *********, **. I have been dealing with this matter for over 5 months now without a resolution. I would like to make a formal complaint about this issue, about the management of this local franchise, including the owner ********* the manager as well as the assistant manager and their lack of communication and resolution of an issue that has been going on for far too long. I have tried to contact them on multiple occasions and initially was not getting any response and when I finally got a response, they basically ignored the situation from a consumer's and client's standpoint. I have even called the owner of the franchise ******** directly on at least 2 occasions without a phone call in return. In short, after my massage at this Massage Envy location in November 2021, I was asked by the massage therapist to pay her in cash for her tips. I had previously always paid a tip with my credit card. To resolve this issue, all I want is for me to get the credit back on my account for one massage for this issue. I have asked for this multiple times and was told, "your massage was fine". When in fact, this is a lie. I was made to feel so uncomfortable with how the massage therapist handled the situation at the end by asking for me to tip her in cash and not with my credit card, as I have always done. I become so tense after that I had multiple aches, pains and a severe headache for several days afterward. I am disheartened by this corporation and the refusal to put a customer first. It has also been very distressful that this issue has been going on for 5 months now. My time is valuable. I have been a very loyal customer and client of ********************** for over 15 years and I have never been treated with such disrespect before and I have been to several franchises because I moved around a lot as I was in the US Navy for almost 12 years.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.