ComplaintsforMassage Envy -Shamicka Lawrence

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I was a member of a Massage Envy location (**************) which closed. I received an email about my membership being transferred to the North Hollywood location. It said if I did nothing, the membership would be transferred. I did nothing, because I decided it was fine for the membership to be transferred.I had accrued many sessions over the course of Covid, etc., so I started getting frequent massages to try to use up the sessions. I would go to the ******************** location because it was closest to me. Every time I went, I would use a session from my account, and pay tip. The last time I got a massage at the ******************** location (May 15, 2023), when I went to settle up (and pay tip) after the massage, I was informed I was being charged $145, the full/non-member price for the massage. I told them I had several sessions on my account. They looked up my account info and informed me it was frozen. I said, I did not request this, and it was supposed to be transferred to the North Hollywood location. They apologized and said I would have to take it up with that location, as I was not a member at the ******************** one. Since May 15, I have exchanged multiple emails with and made several phone calls to the North Hollywood location. Everyone I have spoken to has been pleasant but no one can help me except "*****," the manager, who has not contacted me despite repeated attempts from myself and the staff. I was told that I was mistakenly put into "Freeze" when I was supposed to be in "Freeze Plus" so I could use my sessions. I re-submitted paperwork for Freeze Plus, but then was told there was an issue transferring my membership and the only option now is to sign up again, which I do not want to do. I have 3.5 sessions left on my account, I want to use them without having to sign up for a new membership (I would like to be in Freeze Plus until I have used them), and I also want to be reimbursed the $145 I was charged for my massage on May 13.

  Business response

  07/02/2023

   We receive the June 13th letter on July 1, 2023.  This is why we are responding today.  When ************** closed, we stopped billing all of the members in May 2022 giving them 11 months of not being billed and a grace ****** to use their services. We also sent out letters to all members letting them know that we would be transferring their membership to North Hollywood, or they could notify ** to cancel their membership. Once the memberships were transferred to North Hollywood in April  2023, we asked the members that transferred from ************** to come in and update their credit card because we do not have access to their credit cards on file from other locations. She refused to come in and update her card and that makes her inactive and suspended in our system, which is why she has not been able to use her services. When a member wants to be placed on a freeze, they have to be in good standing, and active with their membership to do so, and they need to sign a freeze or freeze plus form. ****** has done neither since being transferred over to North Hollywood. All she would have to do to bring her account current is come into the location to update her credit card, make a payment, and sign a freeze plus form. She will have to contact ******************** Massage Envy to get a refund for her service, and they can take one of her services after she is active. All Massage Envy locations are independently owned and operated, for that reason, we are not connected to ********************.  We offered this to her and she has refused the offer.

  Customer response

  07/06/2023

   
  Complaint: 20181207
  
  I am rejecting this response because:
  
  

  I never received any communication from Massage Envy North Hollywood after the email that said my account was being transferred. 
  

  I was never asked to come in and update my credit card information. The statement that I refused to do this is completely untrue. 
  

  I only had an email saying my membership would be transferred if I did nothing, so I did nothing. 
  

  I expected to hear something else from the business if I needed to do anything else, but I never did. 
  

  I didnt know anything about what was happening to my account until I was informed it was frozen. 
  

  
  Sincerely,
  
  *************************

• Initial Complaint

  02/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  I also had a membership with Massage Envy-************ since long before the world shut down. I did not authorize a reactivation of my membership after the pandemic "ended", nor was I given notice via any communication method that charges to my card on file would be resumed in 2021. I accumulated charge after charge. I even stopped by "home Massage Envy" on days where it should have been open, but the business hours did not reflect current locked door with no one at the front desk. There was often a pile of mail on the floor, signaling me that no one had been there for days, even weeks. I asked a local business in the same complex if they were open, and they said no one has been there in "forever. We thought it was closed for good." Come August, I had requested to get my membership cancelled via email and never could get someone on the phone at the location. After another week and into September, I finally was able to send the "required cancellation documents" via US Post, and I had to send it 2 more times because the charges continued. Now, this franchise location has closed in Agoura, and moved all its client base to a new location over 30 miles from my new home. I received a phone call today asking for my credit card information, but I will not be supplying it. I want money refunded, $840 now, my membership cancelled, and no more contact from this company from this day forward. I've attached PDF's of the emails and the cancellation agreement from November, my most recent attempt at cancelling.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a membership with Massage Envy pre pandemic. I did not authorize a reactivation of my membership after the pandemic. However, I ended up accumulating 14 massages and when I wanted to cancel. They put unreasonable and illegal stipulations to the membership that when a person cancels they only have 30 days to use the massages and can only transfer 1 a month. Let's be real that is impossible for a working **************** to do 14 massages in 30 days. Making all of this not only fraud but illegal in the terms that they are making it impossible to cancel and not render services. I want the remaining 9 refunded and my membership cancelled. I do plan on contacting my lawyer and building a class action lawsuit.

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