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:11/21/2023

  Type:Product 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.

  I have been a member since September 2022. I signed up for a year membership. I had attempted to cancel that membership via email at ************************************** in August 2023 due to lack of available appointments that worked with my schedule. I was told that my membership ended after my September 2023 payment. So I went into the office on Oct 19 2023 to cancel and I was told that cancellation is done through a third party and to email ***************************************** which I did. After not hearing back and I emailed again and was sent a cancellation form. I sent it back on Oct 26 and have not heard back. The office called med earlier this month because my payment for the month did not go through asking me to pay. At that time I told them to remove my debit card from my account and that I'm waiting for cancellation. The person in the phone said they would make sure it's fine but their app shows I'm still a member. I asked for an update by replying to the email I sent them with the cancellation form on Nov 10 2023 and I still haven't heard anything. I think the problem is that I'm emailing from my email but my account is under my husband's info. But I have this info on the cancellation form and on the email I sent in Oct requesting cancellation. The form has me agree that the cancellation takes 10 days but it's well past that. The cancellation form also has me agree that I have to use any remaining credits within 60 days of cancellation. I believe I have three massages in credits but most of the time one appointment is over a month out. I need help making sure my account is cancelled and if possible any credits refunded because I refuse to go back there. I work full time during the day and a lot of the time the availability is during work hours for massages.

  Customer Answer

  Date: 11/22/2023

  massage envy finally reached out to me and they have cancelled my account.  I appreciate all your help. I won't be receiving a refund of the 4.5 credits I have but I have until 1/24/24 to use them.  Hopefully I will actually be able to use them. Again thank you 

• Initial Complaint

  Date:03/14/2023

  Type:Customer Service 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.

  It's happened twice now that a massage envy franchise (two separate locations two separate states) had cancelled on me on the day of the appointment. Forgetting the inconvenience it has on me that I scheduled my day around the appointment, but they don't have the courtesy to give me any extra credits for this literal last-minute cancellation. Both times the person on the phone was very rude and didn't have any common guest sense to try and keep my business. I feel this is incredibly unfair to have a policy where they'd charge me if i cancelled last minute, but if they do then they won't do anything to make me whole. The most recent incident happened at the Thornton, ******** location, and the first one happened at the *******, ** location

  Business Response

  Date: 03/01/2023

  Hello,

  We are sorry to hear this has been the experience of any Massage Envy client, however we are unable to properly respond to this complaint as it was not at our location nor our region. We would be happy to escalate this to the parties that can assist and hope a **************** is available.
  
  Thank you,

  *****************************

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19518240
  
  I am rejecting this response because:

  I am not sure why my complaint was assigned to someone in the ******* and ********* region. I explicitly stated my issue was with the ******** location and ******** location. I'm not sure where the error was made but my complaint has not been assigned to the correct department with Massage Envy.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 03/03/2023

  I had indicated initially that the location of my two incidents were at the Thornton, ******** Location, and the *******, ******** Location. The Thornton incident was the most recent (March 1st 2023), and I tried calling and leaving a message with the manager but he / she has not returned my call.

  Business Response

  Date: 03/24/2023

  Good afternoon and Happy Friday!

  I do apologize for the last minute cancellation you experienced. I would be happy to compensate you for 1 60 minute session at our Thornton location. Please let me know if that works for you!

  Have a wonderful rest of you day!

   

  Customer Answer

  Date: 03/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the path forward acceptable, pending clarification of how the Thornton CO location will provide the compensation? How will I know they have credited my account a free session?
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/30/2023

  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.

  I have been a Massage Envy member since 2009. When my husband and I got married we got him a membership as well so we could do date nights together. Everything was going great until COVID hit, understandably the facilities were shut down, still charging members, under the illusion that when they opened back up we would be able to utilize the massages we had accrued. The problem is since they reopened it is impossible to get into any location ever! I finally got about 3 month of appointments built up and they were canceled every month due to short staffing, which I fully understand but I am in the same boat as many others. I cant ever get in to use my credits, however between my husband and I we have 96 credits! That is a lot of money to loose out on, but again, since we cant ever seem to get in we are just accruing more and more. Its a HORBBILE cycle we are stuck in and it doesn't seem fair to any consumer, but especially one who has been supporting this company for 14 years!

  Business Response

  Date: 02/03/2023

  Thank you for sending this communication! I need more information on these accounts. When searching by name "***********************" I am not seeing any membership. If I can get the phone numbers to the 2 accounts, I will be able to pull up the accounts and do some more research. Once I can see what the accounts look like I should be able to speak more clearly to the situation and seek to find a resolution. 

  Customer Answer

  Date: 02/03/2023

  Not sure where the name "****************" came from. Please see attached. 

  Business Response

  Date: 02/09/2023

  Thank you for the information. I see *********'s information now, my miss for not seeing that before and now I have ****'s as well so I can speak to both. We are truly sorry that you have been cancelled on so many times. That is not the experience we want to have for our members. 

  After reviewing the accounts, we would like to refund you for the same amount of packages equal to the number of sessions that were cancelled by us since 2020. I counted 17 total. We'd also like to refund you for both March and April of 2020 on both accounts. This would put you at a total of 21 total packages refunded. 

  Once I receive confirmation from you, I will go ahead and refund those to you.

   

  Customer Answer

  Date: 02/10/2023

  This is a satisfactory response for me as long as the "refund" is monetary and not in the form of more "credits" added to our accounts. Is it possible to reach out to me directly to get the refunds issued?

   

  Thanks! 

• Initial Complaint

  Date:10/28/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  I pay a monthly membership to Massage Envy and can never schedule an appointment because they are always booked. I now have 15 service credits and cannot schedule an appointment because they have no appointments available. I've been told the next availability is January 2023. By then, I would accumulate more service credits and only use one, leaving me more service credits and monthly fees. I called to cancel because I have too many service credits and was told I had 60 days to use or lose the service credits. How is this fair to a consumer trying to schedule service for months, but nothing is available? Massage Envy charges me monthly and provides me a credit for each month paid, but they have no appointments available and are booked out for 3-4 months. All I'm doing is building service credits that I can't use, and while I want to cancel because I have too many service credits, I'm told I have to use them in 60 days or lose them. How can I use them in 60 days when no appointments are available? To top it off, it takes them ten days to cancel a membership. Within ten days, a member could be charged another monthly fee.

  Business Response

  Date: 10/29/2022

  We do have other account option other than cancellation of the account to help you catch up on the services without accumulating more services. Please reach out directly to your home location to seek other options. Also, we do have other services available sooner like our total body stretch, and verity of facial services.  

  Customer Answer

  Date: 10/30/2022

   
  Complaint: 18329848
  
  I am rejecting this response because:

  Earlier this week, I called to cancel my membership and was told I had 15 credits I needed to use within 60 days. Since there's no availability for massages, I talked to a representative at the office on Friday, 10/28/2022 and scheduled a couple of Microderm infusion appointments so I can use my credits.
  
  
  I scheduled the following appointments:
  
  
  10/29/2022 at 10:00 AM for my mom, Chantip Otrakoune, Microderm infusion (2 credits)
  11/1/2022 10:00 AM, Microderm infusion (2 credits)
  11/2/2022 3:00 PM for my daughter, ***********************, customized facial (1 credit)
  11/15/2022 11:00 AM, Microderm infusion (2 credits)
  11/29/2022 10:00 AM, Microderm infusion (2 credits)
  12/13/2022 10:00 AM, Microderm infusion (2 credits)
  12/27/2022 10:00 AM, Microderm infusion (2 credits)
  1/10/2023 10:00 AM Microderm infusion (2 credits)
  
  
  The total credits used should be 15.
  
  
  On 10/28/2022, my mom went in for her facial and was told that only one credit could be applied, and she was charged the remaining balance. Each time I've used the service for a chemical peel or a Microderm infusion, the office has always used 2 credits. Why was my mom charged for the remaining balance when we were explicitly told that the schedule we have would use my remaining balance? My mom told me she left a tip and bought some serums, but she should not have been charged for the remaining balance. I am requesting that she gets a refund.
  
  Sincerely,
  
  ***************************