ComplaintsforMassage Envy Sugarloaf

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2 years ago I got a membership for my daughter and I to get facials. My daughter was having acne problems which messed with her self-esteem. I figured this will help her and tighten our bond. ****** who is now 14 years started to have a severe breakout. It spread throughout her ************* Her face was in pain. I took her to a dermatologist. The dermatologist said, stop facials. My daughter is diagnosed with severe asthma and allergies. Her medications and the facial products that has been used on her were clashing. The dermatologist prescribe oral/topical medication. I informed Massage Envy. I spoke with the esthetician ******* to see if she could come up with something that would not affect her. ******* stated based upon what the dermatologist stated, my daughter is too sensitive and the fact that her medication is permanent there was nothing she could do. I ask the manager ******* to only cancel my daughters account. She had 14 sessions. ******* informed me that I had until May 13 to complete all sessions. I asked if she can move those sessions to my account. She stated no and that she can only move 2 a month and I will be charged $10 per session. I asked her why would I be charged when I am paying for it already with the same credit. She said there was nothing she could do. I then said, I still will not be able to use all of the sessions that I paid for even by transferring 2 a month. Am I allowed to schedule my facials and use it under my daughter's name. ******* stated no it was against policy and the esthetician could mess up our skin care. I told her we have been seeing ******* for years there is no way she would mess us up. I have called cooperate, over 3 dozen times to solve this issue. The rep took my statement and said someone higher will contact me, 3 weeks ago Currently I have 11 sessions under my daughter's account. I am asking that all 11 are transfer to my account and also ask that the 4 I paid to get transferred are credited back to me ($40).

  Business response

  04/28/2023

  We have tried to come to a resolution by working with you on this situation. When you closed your daughters account ******* transfered four of the services over to you. When typically we only allow 1 transfer a month. She even offered your daughter an extension on the time she may need to use her remaining nine services. The services/membership can be used for massages, stretches and RTR sessions not just facials. ******* said you could not schedule your facials under your daughter's account because that is against our policy. This is for your protection and the protection of our service provider. You can only receive services under your name & your own account because all of your information is in your account. Such as skin type, allergies, and area's of consent. We will not be refunding you the $40 for the transferred services, but as ******* stated before she would waive two of the $10 transfer fee's. We have been as accommodating as possible, even going beyond our normal policy guide lines to resolve this and to be compassionate about your situation. 

  Customer response

  04/28/2023

  I was not offered an extension to use what I have left. Otherwise I would not be making a complaint. I asked for longer length of time to use all that I have purchased and was told no by ******* and given an end date of May 16th. It took months for my 14 year old to feel comfortable with ********. When I tried to get her to do stretches she would not. Shes not comfortable yet with allowing others to touch her body yet for additional services. Which I explained to *******. ******* has not offered to wave any fees either. She told me she could not do that. She has said no to everything which is why I contacted corporate. I just want the remaining sessions that I paid for to be transferred to my account so that I can use it in reasonable time. I typically go every two weeks, minimum once a month. As a long standing customer who remained faithful even through COVID that is a fair request. I dont need to go to Sugarloaf location either. I can find another ME. There are several closer to me. 

  Business response

  05/05/2023

  We are willing to waive four of the transfer fee's and give your daughter an extension on her services.  At this time this is all that we can do for you. This is beyond our typical policy procedures. Please let me know if you would like to move forward with this and we can get it resolved. 

  Customer response

  05/08/2023

   
  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 as long as the extension date provides ample time along to use what was purchased with the 4 waived transfer fee. 
  
  Sincerely,
  
  ******* Major

• Initial Complaint

  09/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a massage envy membership. There has been many challenges with handing my information to updating my billing information. I called so many times and first was told my information wasn't in the system, this was back in April. I then updated my card information and was told I never did, this was back in May. Recently I called to cancel my membership. Today I called to again cancel my membership and was told it will go into suspension status and then it will cancel out itself. I didn't feel comfortable with that so I asked for a manager, was told there was none available and someone would call me back. I finally asked what happens to all my fees I paid and never used them for a massage and was told they will be on my profile forever. At this point I have experienced beyond terrible customer service and it has been since day one. I am really unhappy which is mainly the reason for my cancellation. At this point I want a refund for all the fees I paid for massages and never used.

  Business response

  10/03/2022

  Dear Ayana, 

  I’m so sorry. We’re normally known for our exceptional attention to detail, and we regret that we missed the mark.
  “We always aim to deliver a great experience, and we are upset when we don’t meet expectations. Thanks for taking the time to bring this to our attention. We will use the feedback to make us better and to ensure this doesn’t happen again. We would like the opportunity to talk and investigate your feedback further. Please email me directly at [email protected]. Once again thank you for your feedback. 

  
  

  Business response

  10/06/2022

  *****, 
  
  I am very sorry you had a bad experience at Massage Envy Sugarloaf. After reviewing your account I was able to find the following information: In April your credit card was updated correctly.We even waived your February and March payments for you, to get your account out of suspension. I can see in your transaction history that **** June and July payments where processes successfully. In August your account went back into suspension for non payment. We reached out to you 9/10/22 and left you a voicemail regarding your account. We called you a second time on 9/18/22 and you told a member of the front desk that you would not be updating your card information. You have two services in your account. We cannot process a refund, but  we can allow you 60 days to use your remaining sessions.  

*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. ↩