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:10/03/2023

  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.

  On August 5th 2023 I went to Massage Envy The Falls (as it is in Yelp) for a chemical peel. As I was leaving the store after my treatment because my partial seizures were beginning to arise I was stopped by the manager and told I needed to check out. I went to the clerk I started with and began one process to check out when the manager explained that I needed to ring up the free chemical peel set that they offer every time. I began to physically shake, visible to all the two clerks, the massage therapist sitting in the chair behind me (who even picked up some of my stuff that had fallen on the floor as I was shaking). In the midst of explaining I have partial seizures the clerk said its cool while the manager who also heard me said no problem. In that moment as I'm shaking waiting for the free after care kit to be handed back to me I was informed by the manager that I was forced to tip the facialist and would not be allowed to leave until I would do so. In the middle of this my shaking gets worse so much so that the massage therapist and one of the clerks leave the front desk area to cavort in the corner. I state that I have partial seizures and if it is that important to do it then I will but they at no time offered assistance, water, a chair, a place outside of the front desk area to calm down. When I handed over my card I told to tip 10% when I got my card saw I was charged $18 which means chemical peel was $180. It shouldn't be my job to disclose my health conditions for someone to want to give me any care or consideration they would give a dog in the street. I do not want to accuse the manager of some racist undertones but I do find it interesting the way she demanded I stay in the store until they transaction was cleared to her standards. As a disabled WOC I do not have to take such treatment in the middle of a health scare. Because IF I HAD A MAJOR SEIZURE IN THAT PLACE THEY WOULD NOT HAVE ASSISTED ME.

  Business Response

  Date: 10/03/2023

  Hello,

  Im really sorry that this happened, and I hope you are able to get it corrected. Unfortunately this complaint was submitted to us at Massage Envy West **********, Massage Envy is a franchise and we do not own the location in The Falls. 
  

  Please reach out to them or forward the complaint to them, they are the ones that will be better able to assist you. 
  

  I hope you are able to get this corrected! 
  

  Thank you,

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

  Customer Answer

  Date: 10/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/20/2023

  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.

  Massage Envy as a membership program that allows to pay a monthly fee and receive services at a discounted price, one visit per month. The fee pays for one visit per month.I have accrued a number of these visit over the past few months as I was unable to visit due to pandemic and health issues. I asked to stop payment until I had used all of my visits then renew my membership. I was told that if I canceled payments I had 60 days to utillize all of my visits of forfeit all of the money paid. This is unreasonable, and was never explained when I was offered the membership. I was told that I would never use the benefits until I used them, that I could allow anyone to use them, and that I would have plenty of options for appointment times. Now I can only book one appointment per month, which means I will be on the hook forever unless I cancel, in which case I will likely lose all o the money i have paid. This is a scam and needs to be treated as such.

  Business Response

  Date: 06/21/2023

  Hello,

  Each Massage Envy location is individually owned and franchised. This complaint was submitted to the *************** location in **********, **. The client's account is in ********** which is in ******, **. Unfortunately we do not have access to this account nor do we have the ability to help since it's a different location that is not owned by **. I recommend reaching out to the ********** location for assistance.

  Thank you,

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

  Customer Answer

  Date: 06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair 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.

  Ive never been so disappointed in my life with the level of disappointment that I received through your business I was there on the 11/26/22 I paid $275.01 for a service and I also was able to purchase a service for my brother as a gift card. I was notified by the representatives that once I do purchase that I would qualify for a free service. However, she indicates that she provided me with the cards and she only gave me one card and I am now being told that theres footage of them giving me the card and basically Ive been accused of being a liar and a thief. I really need to speak to someone that can help me because *** never been accused of being a thief through any company in my life so I need someone to call me. All I was requesting was to get the services that I paid for attached. You will find the receipt indicating that in fact I did pay it is the most absurd thing that now I am being penalized and being accused of being a thief when I didnt get the card from you, your representatives, I should not be penalized for the lack of communication, and also for your representatives not providing you with what I paid for. Per your representative the manager review the footage, and she saw when she gave me the cards. Im not getting the services I paid for this is not the way to handle business

  Business Response

  Date: 12/05/2022

  This is a location in *******. We are in *******, ** so this complaint was sent to the wrong location. Thank you! 

  Business Response

  Date: 12/09/2022

  Hello Client,
  
  Our staff has not called you a liar or a thief, you cannot steal something that you paid for. A receipt of the purchase was never required by us.
  
  The front desk associate ***** who assisted you did in fact put both gift cards purchased inside the envelope, and handed it over to you. This does not mean you are being accused of anything, only that we are sure that both gift cards were provided. The gift card could have been lost after it was given to you.
  Camera footage was checked in order to verify what was put in the envelope, because if it was a mistake on our part we would love nothing more that to correct it and provide you with the gifts cards you purchased. But upon review, it is seen that the *** put both gift cards in the envelope for you to redeem.
  
  Gift cards are non refundable. We recommend going through your purse and belongings and locating the gift card and we would love nothing more than to help you utilize them. 
  
  Thank you,
  
  *****************************