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:05/19/2023

  Type:Billing 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.

  I told the vendor, Massage Envy that I would be traveling out of the country a good part of the time and would not have access to use the facilities anywhere. the company got a credit card number not authorized by me and had the funds withdrawn from first a credit card and then my bank. I had continuously told the vendor I wanted to cancel the membership. Upon initial entry at Massage Envy I told them I was moving and was told I could cancel, which they later denied. There are class action lawsuits against this company for the same reasons, purposefully making it difficult for consumers to cancel. I was out of the country for a period of time, thought I would be in ****** permanently but as it happens I explained that I travel out of the country regularly and would not be able to have access to a facility.

  Business Response

  Date: 05/19/2023

  Hi, After looking into this complaint. ***************** Signed up for our monthly membership and signed a monthly agreement in early 2022. I do see that she call us in regards to her account in August of 2022 and she spoke with a manager regarding the account and they mutually decided to put the account on a 6 month hold since she was traveling. Which means she was not charged for 6 months. Then her billing continued after the 6 months as previously agreed upon, and It looks like she called in and asked to speak to a manager in regards to cancelling her membership, one was not available at that moment and then we tried SEVERAL times to call and email ***************** to resolve the issue to get no response. We do require a cancellation form and proper documentation to cancel the membership and stop billing. I have personally been reaching out and leaving voicemails for her to call me so we can get the account closed again to no reply from ****************** 

  Customer Answer

  Date: 05/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:, please see attached letter
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/24/2023

  Good afternoon, I am willing to work with the client and cancel the membership. I have reached out to the client VIA email to confirm cancellation of the membership I do need a reply and confirmation to process the request. 

• Initial Complaint

  Date:11/17/2022

  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.

  June 2022, I have asked to cancel the membership several times speaking with account managers and the store manager. I called to see why I am still being charged and they told me that they didn't receive information of my cancelation. I am getting no where with this. They have charged $325 since June. Store manager name: ********. Account manager: ***. I asked them how I can be refunded and account manager "***" stated she wasn't sure if they could. I stated these charges were fraudulent and she said they are not due to a contract being signed. My family needs this money as this is causing a financial hardship. Please help us.

  Business Response

  Date: 12/08/2022

  Client came in to freeze account and was told the policy that while your account is frozen you are not able to use your services. If she wanted to cancel her membership she would have had to fill out a cancellation form and would have had 60 days to use the services. We never heard back so we kept things as they were. We do not have a cancellation form for her. without that we would not process the cancellation. Now she has stopped her card from being charged so she is ineligible to use the services she has unless she updates her account. She has to be an active to member to use her services.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18414794
  
  I am rejecting this response because: I have called and asked for the cancelation form and as of yet still not received it. I've spoken with 2 account representatives and the franchise manager. I no longer wish to have any dealings with this company. I was not the person who set this subscription up and it is not my card being charged. Their financial situation changed and we needed to ensure that it would not be charged again. I will fill out the cancelation form and return it ASAP. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/01/2022

  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.

  I had a 1 year subscription which I paid in full. I called and spoke with an employee and discussed my concerns of cancelling my subscription. After speaking with an employee at the company the individual told me to hold off on signing the cancellation paper work until my at that time 6 massage that were unused. I had a total of 4.5 hours left. I called to schedule an appointment to find out that they were removed July 31, 2022 without any further notification. I called on August 31, 2022 to ask to speak to a manager. A few hours later a manager named *** called me and said she could not give me the massages back and could not do anything for me. She also said the employee that had given me the information is no longer working there which is no fault of my own. I would like the refund or the money back for the prepaid massages. Its not fair that I am losing out on over $300.