ComplaintsforMassage Envy

• Initial Complaint

  04/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My husband gifted me a year of massages in **** 2021. I was able to book an appointment in ******, but had to cancel due to feeling sick. The next available appointment was in ******* which I kept and was able to book out a few months out. Since I was unable to book in *********, I was also able to book a couples massage for my husband and I in ********. I received a call that the girl who I booked out with no lingers works at the company. It's been extremely difficult getting another appointment because they are short on staff. The last visit I was able to get was *** 2021. I have tried for 3 months to get an appointment and there is nothing available yet they continue to take my monthly payment. I tried calling in ******** to cancel due to lack of service and they told me I could not. It is not fair that they continue to take money for a service they cannot provide due to lack of staff. That is not my fault. They offer to freeze my account however you aren't allowed to use what you have already paid for. It's ridiculous and a joke. All I want is a refund of what I have not used and to no longer remain in this contract. It's a rip off to honest working people. I am seeking around $300. My husband pays $60 every month that automatically gets drafted from his account. I did not use services for ******, *********, *************************** because there were no available appointments. I tried to cancel in ******* but they said I couldn't. I also wish to cancel my contract with no penalties because of services they cannot provide due to lack of staff.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/04/07) */ We are unable to process a cancellation as client is not eligble at this time. However, we can go ahead assist the client with schedulin gout some sessions to catch up in the ones she has accrued

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed up a membership with this company entrusting that i was going to be well please in joining. The first month after joining things went well and after that i could not get another appointment with them, I was told that nothing was available for that month or the Therapist that i chosen were no longer with the company, so now I feel like I have been ripped off by Massage Envy and they're taking my money and getting no service. This service was started in August. I have only gotten one appointment so far. They are deducting the monies, but I cannot receive the services. I tried to cancel but they say I cannot until I complete this membership. I would like to get a refund on my funds and cancel the remaining one session they gave me on the day that I tried to cancel the membrship.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last August I visited Massage Envy with my daughter in law. I received a massage. I truly enjoyed it. The young lady explained that a yearly membership would do me good since I do have ********** I joined. The problem has been I cannot seem to get monthly appointments. It has been my masseur is no longer with them or some other excuse. I went into the spa last Tuesday to ask to cancel my remaining months on the contract. They gave me a half a session on Tuesday. All I wanted was the 4 1/2 sessions that I had already paid for and to cancel the remaining six months. They proceeded to tell me all about freezing my contract until I felt like I could come back. But in the meantime, I am still paying for a service that I am not receiving. The they gave me the cancellation paperwork. I witness them making appointments with 3 other ladies while I sit there filling out the cancellation paperwork, But I was told that it would take 11-14 days to stop the draft. On Saturday I received a call that they could not cancel my contract until after this 12 month one ends. I need help I lived up to my part of the contract. They got their monies monthly. I have not received the services. I need the contract cancelled. I live on a fixed income and cannot afford to spend monies and not receive the services.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/03/03) */ Unfortunately, the member is currently in a 12-month agreement with us and is not eligible for cancellation. However, we do have a couple of options to alleviate an concerns. We can freeze her account. This program will pause all her payments for up to six (6), but she is also not able to come in during her frozen period. The second option would be for us to waive her upcoming payment so she won't be charged and won't have another accrual added for the month. We can also follow up with the client this week to try to get some appointments scheduled around their schedule.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My husband and I have been customers since ****; customers in ******* since ****. Back in ******* **** after our last session, we booked multiples sessions for the upcoming months due to our availability and no availabilities at Massage Envy (ME). In ******* we scheduled a couple massage for *******************************. Our November appointments were canceled by ME, and rescheduled for ********; now we were booked for two in ********. Both were canceled, and rescheduled for *******. Now this would have made us have three in *******. All three have been canceled by ME and asking us to reschedule. Last one was canceled just this past ******. Every time is a different story. I've called ME this past *********, ********, and ****** asking for a manager to call me and discuss how to move forward resolving this issue. To date, during each call the customer service rep took a message for the manager. The rep today even texted the manager while on the phone with me letting her know I was still waiting on her call. My husband and I have a combined total of $1600 dollar worth of credit hrs that we can't use because our appointments are being canceled. Yet, we're having to pay $20 a month to be on the freeze program. After canceling on us the first two times in ***, the manager decided to waive the $20 fee for two months, however our appointments are still being canceled. While we want to cancel our long time membership, canceling right now will cause us to lose $1600 worth of credit already paid for. ME is still winning. The more appointments they cancel, the longer I will have to stay with them. My husband even sent an email back in *** of ****. Since the manager is just refusing to return any of my calls or respond to our email, we need help with getting our monies back. I do understand we are in the middle of a pandemic, but ME chose to re open. I've earned every penny I spent with this company. In my opinion, ME is withholding monies that hasn't been earned. HELP

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/02/15) */ Hello, We appreaciate and value you as a Massage Envy member and we are truly sadden to hear that you want to cancel your membership with us. However due to the pandemic some things are out of our control as an employer. We understand that you and your husband have several sessions in your account and would like to use them if you decide to cancel. After speaking with the owners and trying to provide a resolution that we all can agree on is available for both parties at this time is stated below: In the event you decied that you want the cancel the membership we will gladly extend the cancellation period to 90 days versus 60 days that the wellness agreement allows. We will also put 6 sessions on a gift card for each of you to use after your membership has expired. The gift cards will never expire and you can use them at any Massage Envy location. Again, we appreciate you as a valuable member at Massage Envy Augusta Exchange. Consumer Response /* (2000, 7, 2022/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with the manager twice since filing the complaint. However, still waiting on a email from her that was suppose to outline open appointment dates and time since she notified my that my husband next 3-4 appointment would be canceled as well. Response accepted. Please cancel my husband and I membership, provide us in writing that our cancellation is in 90 days as you stated, and provide us with our gift cards with 6 services each. Thank you!

• Initial Complaint

  08/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Very disappointing. Became a member two years ago. Since then things have deteriorated. A month ago I booked an appointment for *** at 3pm for a 90 minute massage. On *** they called and confirmed that everything was perfect and I'd get my massage as scheduled. On *** they called and left a message to call them back. Between my own clients, I called. They couldn't accommodate my appointment; they had booked me over a therapist's break. So my scheduled massage became a 60-minute instead. I'll admit, I heard them say 3:30. Today, *** at 0900 I realized that I may have misheard the time. So I called in to verify. ... They had moved it to 2:30pm. No way I could make that with my existing schedule, and lining nearly an hour away. So I requested they cancel. I tried to schedule an appointment for September, but the therapist hadn't provided her availability yet. I wasn't even offered the option of using someone else. It cost me 30 minutes of time against my membership to reschedule s

  Business response

  10/18/2021

  Business Response /* (1000, 5, 2021/08/06) */ Unfortunately, we were not able to offer another therapist for Mrs. ****** because there was not another available at the time. Unfortunately, because she canceled her appointment the same day our cancellation policy came in to affect and fees were assessed. Being that she had accrued services from her membership, we opt to deduct from those for members rather than a monetary fee. When I explained this earlier, Mrs. ****** agreed to proceed this way. To rectify the situation, we can email over cancellation forms to Mrs. ****** to end her membership. However, we would not be able to refund the services already accrued on her account. Per her wellness agreement for the membership, she will be allotted 60 days to use the remaining sessions. Consumer Response /* (3000, 7, 2021/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Over the past calendar year, Massage Envy has been unable to meet their end of the contract. I've repeatedly been forced to cancel appointments that are changed within 48 hours of the previously scheduled time. This is not an isolated instance of failure to provide service(s). For over two years, I've scheduled appointments for mid-day ******* for a medium to deep tissue massage. For the entirety of 2021 it has been nearly impossible to schedule anything that comes to fruition. When I am standing in their lobby trying to schedule, I'm told that either no one is available that can do that type of massage, or that the 'new schedule' isn't out so I cannot book 4-6 weeks out. Canceling my account and having '60-days to use the existing services' will not provide any ability to use them. Massage Envy is unable or unwilling to provide resonable (previously received) services on a day or within a time frame that I can consume. My needs have not changed, only their ability to provide the pre-paid services. Business Response /* (4000, 9, 2021/08/16) */ As requested, we have closed the accounts of ****** and ***** ******. We would not be able to accommodate the desired resolution of a refund of all accrued services, but they will be allotted a total of 70 days to use the remaining services. Booking appointments can be done online, via mobile app, or by calling our clinic. Consumer Response /* (3000, 11, 2021/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company is not being transparent here. They contacted me by telephone yesterday (Janell?). What we discussed was moving all of my time to my husband's account. She reflected that she would contact her franchise owner and see if they would allow the exception. In the end, my returning to their facility would NOT be a relaxing experience as I would be forced. Since the two accounts were opened at the same time and are both paid from my account, there is no reason to not allow the other partnered account to capitalize on the paid time. The request from ***** ****** was to transfer 100% of the time available on my half of the account to *** (husband) account for consumption. I have not heard back from Massage Envy since our phone call on ******* @ 1743: call was 8 minutes 36 seconds and initiated by Massage Envy. Business Response /* (4000, 13, 2021/08/17) */ Unfortunately, our system does not allow more than one transfer to be done to the same person in a 6 month period. We would be more than happy to transfer a session to ***. There is a fee of $10 for this process. This is all outlined in the wellness agreement for the membership. I know Mrs. ****** stated in the previous response that she did not want to come into our clinic. The agreement also states that the membership can be utilized at any Massage Envy location. This would allow her to use the remaining sessions at any clinic nationwide. Consumer Response /* (3000, 15, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, your company has broken the 'wellness agreement' by chronically changing appointments and not being able to service what was contracted for.

*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. ↩