ComplaintsforMassage Envy Hunters Creek

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unable to use massage credits due to limited availability of therapists. Won't allow the consumer to freeze account without charging and still use already paid for credits. Raised price substantially and won't provide ample time for existing customers to use existing credits creating a bait and switch membership strategy. Unwilling to refund or freeze account without a charge and still use the credits. Want out, want a refund or ability to finish up what's owed to me without more charges or a timeline. Franchise location not helpful.

  Business response

  01/11/2023

  All Massage Envy members can go to any Massage Envy location in the country to use their sessions. We currently have 32 employees that provides services. We are open from 8:00am to 10:00pm Monday through Friday, 8:00am to 9:00pm on Saturday, and 10:00am to 8:00pm on Sundays for a total of 92 hours per week which is ***** hours per year that members can book appointments during operating hours. We also have an average of 16 Service providers working per day and that daily average of appointment availability is 60 appointments per day. We do allow members to book up to one year out for all of their upcoming appointments. There are 7 locations in ******* that ******************** can visit. ******************** does utilize the option to go to not only the Hunter's Creek location, but also the ********************, and ********* locations. We also give members the opportunity to use their sessions for Massage, Stretch, and ******** services.
  
  
  
  
  
  ******************** has enjoyed being a member of our location since 2011. In that time we have kept him at the $49.99 rate. That Rate was only guaranteed for his initial 12 month term per his service agreement with Massage Envy. Due to supply chain increases and the general cost of living increase, we have to raise our prices. We are required to provide a minimum of 45 days notice for any price increases which officially go into effect January 12th, 2023. We provided him with 78 days notice, which is more than we are required. This would have given him some time to use any accrued sessions. On top of the 78 day advance notice of the price change, we also provided him with 60 days to use sessions after the date of cancelation (at no charge) to use any accrued sessions. In addition to giving him an ample amount of notice to use his sessions as well as the additional 60 days after cancellation, I also advised him that I would give him an additional 30 days on top of the 60. This totaled 168 days to use any accrued sessions.
  
  A benefit of the membership is discounted massage sessions, and each month the member gets one 60 minute session as a benefit of the membership. The sessions can accrue if the member doesn't use them. They are not credits that can be cashed in or refunded. They are paying the monthly membership fee to be a member, they are not paying for sessions, or credits. We conduct monthly calls to members when their payments draw and we offer to book appointments at that time. ******************** does not book appointments. We also have an app that anyone can book appointments on and schedule with any Service Provider during our 92 operating hours per week and 16 service providers. We have several options for members who are unable to make it in for appointments that are part of their service agreement. We offer a regular Freeze option and a Freeze+ option.
  
  
  
  The first option is Freeze. This allows members who are going through a hardship to put a complete hold on their payments. They do not have access to any accrued sessions, and they can stay on Freeze for up to six months. Their account stays active in our system and they can come off of Freeze at anytime during that 6 month period. Members can do this once per year.
  
  
  
  Freeze+ is similar in that they can be on it for up to six months, however it reduces their membership fees to only $10.00 per month and they have access to their accrued sessions.
  
  
  
  The maximum amount of time that any member can remain on either Freeze option is 6 months. With Mr.******** account, we have not only allowed him to be on Freeze for more than 10 months, we also waived all of his membership fees and gave him full access to his accrued sessions. During all of that time as well as allowing the additional 168 days to use his accrued sessions he still did not book the appointments to use his sessions.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a member of the massage Envy in Hunters Creek , Florida and have been for quite some time. As of late I have experienced that it's nearly impossible to get a session. When I spoke with management and the owner Mark M***** they let me know that they are having a staffing issue. They do not have enough massage technicians to serve their over 2,000 members in this location. Therefore I'm paying for a membership and services that they cannot fulfill the service for. Essentially they are stealing my money. How it is my fault or my problem that your company cannot staff correctly in order to meet demand. I started this membership for wellness treatments the stress that this has created is detrimental to my health and all I want is to get out of this and get a full refund because they can't provide the service.

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/07/29) */ Contact Name and Title: Callie J**** Contact Phone: 407.438.3689 Contact Email: [email protected] Good Afternoon, I am sorry to hear that you are not able to schedule for your sessions at the Massage Envy-Hunters Creek location as we would love to help you take care of you. With this, a benefit of your Massage Envy membership is the ability to use your membership/accrued sessions at any Massage Envy Franchised location nationwide. In the general Orlando, FL area, there are the following locations available for booking in addition to Hunters Creek: Massage Envy- Lake Nona Massage Envy- Downtown/SODO Massage Envy- Lee Vista Massage Envy- Doctor Phillips Massage Envy- Waterford Lakes Massage Envy- Kissimmee Per your signed agreement, we are unfortunately not able to transfer your billing to any of these locations as they are in our same corporate region, however, you are more than welcome to book at any of the locations listed above to enjoy your membership benefits. Any sessions that have not been able to be used yet remain accrued in your account. Please feel more than welcome to contact us if you would like the contact information to these other locations.

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