Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I both signed up for a 6 month contract with this store. 9/9/24 Our initial experiences were really good. My massage and therapist were both very good. Hence, the reason we both thought we would give it try. But shortly after our enrollment, we learned that my massage therapist was quitting and that there were no female providers on the 2 days that I have available to come in. I made it clear upon sign up that I prefer female massage therapists. So I called the business, had a conversation with ******* (?). I asked then, 4 days after I had signed the contract, if I could get out of my contract, 9/13/2024. ******* kept pushing me to have facials instead of massages since I was having a tough time scheduling massages with female providers. I told them that I had an esthetician already and would not ever need facial services, nor would my husband.The ******** at the time, *****, called me a day later, 9/14/2024 explained that 2 new female providers were starting soon and that they would be working on Fridays. I agreed that was acceptable. I thought my problems had been solved. Yesterday, ******* called me for the second time now, she tried again to push me into coming in on days that I am unavailable and or scheduling facials instead. I reiterated that I do not want or need facials. I asked again for her to let me out of my contract. She said she could help me out but then ultimately said she could not help me with this. I also learned at this time that the *****, the 1st ******** at the time whom I had the conversation with, was no longer working there. All my husband and I want is for them to terminate our contracts. This Massage Envy is not holding up their end of the "bargain". We do not want to be charged for upcoming services that we are going to have a difficult time getting in for due to the lack of massage therapists and our days that we can come in. We had no idea that getting in for a massage was going to be this difficult or complicated.

  Business Response

  Date: 10/29/2024

  The clients were contacted by *******, the assistant manager of the Fort Collins location after this complaint was made.  She was able to get the clients booked for future sessions.  They have both been able to come in for a session since this complaint was originally made.  They did mention in the complaint that they did request their contracts cancelled, but that was 4 days after the signed their contract.  Colorado law requires a 3 day cancel option, but this request was after that 3 day window.  We have more providers with additional weekend appointments currently adding hours to our schedule, as well as the location is under a different area manager now.  If the clients have any additional concerns regarding their accounts, please contact the Fort Collins location and request to speak with the area manager (****** *****).  We will all do our best to make sure they are receiving the care and help they need for their accounts. Thank you

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I am currently working with the business, Massage Envy Fort Collins. I feel like we both are working together to make my contract workable going forward. It would still be nice if they had more female providers on Fridays, like the previous manager said they were going to have. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Massage Envy sells massage memberships but provides no way for you to use the membership. There online portal is constantly completely booked so you have to call to make an appointment very far in advance. Most of the time they do not answer the phone and when you leave a voicemail they do not call you back. If you actually do get them on the phone to schedule a session, your sessions will be months away. Because they do not treat their therapist well, by the time your appointment comes around the therapist you are scheduled with has quit and the company cancels you appointment. They do not provide you with a replacement appointment. They also will not refund your membership fees if you are not able to schedule and are unhappy with the service, you are forced to forfeit your sessions and dues. On top of all that I have had a few sessions over the years where the therapist was most definitely not qualified to be a therapist. Literally going into a deep tissue massage and having someone poke me in the back with their finger for an hour. I don’t know if this qualifies as a Ponzi Scheme but it sure feels like one to me.

• Initial Complaint

  Date:12/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2wks ago I called to cancel the account, I have been diagnosed with compressed discs and have to start seeing a doctor to get it resolved. After explaining all of this the girl said, "We can definitely stop the debit on the account." I said that's what I had hoped, and was why I had called so far ahead of the withdraw date. She said, "If you don't mind, I'll have my manager call you when he's in 'just to chat about it'." I said that was fine, but that I wanted to confirm my account would not be charged. She stated, "Yeah, we'll definitely not debit the account." The manager called a few days later during my working hours, and I didn't respond to his voicemail, since I figured he was just calling to try and get me to stay. I never received cancellation paperwork or heard anything further. Two days ago they debited my account anyway. I called immediately and told them they had overdrawn me and I needed the funds reversed before I accrued fees. I never heard back. I called again this morning, and finally received a call this evening. The manager accused me of lying, spoke over me and rose his voice, and then hung up on me. I called back to ask the manager's name and cancel my appointments remaining and was told by the girl at the front she would not give me his name because she didn't know what happened. I told her there's nothing illegal in her telling me her manager's name, it's public knowledge, I just need to know so I can communicate with corporate. She refused and put me on hold. I hung up, saw the cancellation paperwork was finally sent to me, and that they cancelled my remaining appointments. I lodged a complaint with corporate, and then read their BBB reviews and saw they're in a class action lawsuit and realized nobody is going to care or help- so I might as well leave this review. This all occurred at the Fort Collins, CO store at 1514 E. Harmony Road Suite 2B.

  Business Response

  Date: 12/15/2023

  Unfortunately this information is inaccurate. According to the agreement that was signed and dated, the client must sign as well as date a cancelation form that can be taken care of via email or within a Massage Envy location. This unfortunately did not take place.  

  Customer Answer

  Date: 12/15/2023

  Complaint: 21009817
  
  I am rejecting this response because: they called my complaint inaccurate. THATS completely false. Did I neglect to reference my contract? Yes. Which I admitted to immediately. Was I mismanaged, yelled at, spoken over, and treated like garbage by the incompetent manager. Absolutely. There’s nothing untruthful in my statement. Feel free to address my actual complaint instead of hiding behind one small aspect. 
  
  Regards,
  
  Chelsa Gatlin

  Business Response

  Date: 12/19/2023

   We extend our sincere apologies for any inconvenience or discomfort you may have encountered during your recent experiences at our clinic. Your feedback is crucial to us, and we appreciate the opportunity to address your concerns.
  Firstly, we would like to address your comment about our clinic. While we believe our communication was clear, we sincerely apologize if there was any confusion or misinterpretation. Our aim is to provide transparent and understandable information. We assure you that our company has a consistent record of professionalism. Nonetheless, we understand that misunderstandings can occur, and we are committed to addressing as well as rectifying the situation.
  Concerning the cancellation process, we acknowledge that there may have been a misunderstanding in effectively communicating our procedures. We recognize the importance of ensuring clarity for our clients and apologize if there was any confusion.
  To address your concerns promptly, we want to confirm that we have processed the cancellation of your agreement.

  The cancellation has been completed on our end.
  We appreciate your business and are committed to resolving this matter to your satisfaction. Your feedback is valuable in helping us improve our services, and we look forward to the opportunity to better serve our clients in the future.

  Thank you for bringing this to our attention.