ComplaintsforMassage Envy Spa Lakeview
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Complaint Details
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Initial Complaint
05/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Massage Envy on ********* charges for service they cannot provide. They continue to charge me monthly and are unable to provide service. They repeatedly cancel services they do set up and only offer last minute times that do not work. Services provider are not what was advertised with membership. I would guess they do not have the capability to provide a massage a month for at least half the people that are members.Business response
05/24/2023
We are so sorry for the inconvenience you're experiencing with your recently cancelled appointment. Unfortunately, sometimes our service providers do have emergencies and life circumstances and we must cancel and reschedule appointments. We are currently experiencing high demand for our services, and we are working closely with other downtown Massage Envy locations that have more availability to get our members in for services when we do not have availability. Please reach out to ** by phone and we will be happy to assist you with getting an appointment on the books.Initial Complaint
01/30/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Massage Envy charges a monthly membership fee. $85. Ive been a member for nearly a year and have paid nearly $1,000 in fees. However, Ive called them roughly a dozen times over the year to schedule a massage and they dont have availability for weeks on end. If you want a massage, usually you want it then or in a reasonable time frame and not a month away. Especially if you are in pain. I have not received a single massage from them during this membership period. I dont know of many organizations that take money and dont offer a readily available service under reasonable time frames. I would like reimbursement of my membership fees.Business response
02/02/2023
We understand that you get billed monthly and we are so sorry that it has been difficult for you to book massage services. However, keep in mind that your monthly accrued services are not strictly for massage. Your accrued services are able to be used for stretch and skincare services as well.
We have helped many clients over the past year to redeem their accrued services for massage through our waitlist as we have appointment cancellations quite frequently. If you do not wish to use our waitlist option, we have ample availability for you to book non-massage services in order to redeem your accrued services.
We strongly suggest to book your services by giving us a call, text or sending us an e-mail. The app might not show all availability at all times and we might be able to see openings you might not see.Initial Complaint
01/27/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
They NEVER have any appointments available to book and will not refund even when they cannot provide any services. They cancel with less than 24 hours warning and you get nothing, but if you do the same - they steal your money "no refunds, no exceptions". To have a membership and then NEVER have any openings available is fraud. In the past, if I did manage to make an appointment, they would cancel on me with little to no notice and I would have to rebook out MONTHS out with no option of a refund. This happened at least twice. They are very obviously not staffed at a proper level and are stealing money from their clients. This should honestly be a class action lawsuit.Business response
01/30/2023
We are so sorry for the inconvenience you have experienced in booking sessions via our app. We understand that you get billed monthly and that your preference is for massages, however per the membership agreement your monthly accrued services are not strictly for massage. Your accrued services are able to be used for stretch and skincare services as well.
We have helped many clients redeem their accrued services for massage through our waitlist as we have appointment cancellations quite frequently. If you do not wish to use our waitlist option, we have ample availability for you to book non-massage services in order to redeem your accrued services. We strongly suggest to book your services by giving us a call, text or sending us an e-mail. The app might not be accurate at all times and we might be able to see openings you might not see.In regards to our cancellation policy, we do have a 24 hour cancellation policy for our clients. In the event that a client does need to cancel same day, they are subject to a 50% same day cancellation fee. A no-call/no-show does result in a 100% charge for the appointment.
Customer response
01/31/2023
Complaint: 18938981
I am rejecting this response because: I signed up solely for massages and that's how I've always been signed up. I maintain that having zero appointments available is false advertising (Massage Envy - it's in the name). You are charging for a service that is not readily available. And there have been at least 2 occasions where when I finally did get an appointment, you cancelled on me last minute with no reimbursement for me.
Sincerely,
***********************Business response
02/02/2023
We understand that you are most interested in redeeming your services for massage, and we are sorry that's been difficult the last few months. Please bear in mind that you are able to redeem your accrued services at any Massage Envy in the country. If you are unable to find availability for your preferred services at our location, you may find additional availability at one of the 7 other downtown ******* locations.
The membership agreement allows for using accrued services by applying them toward many of our services, and we do have appointments available to which you would be able to apply your accrued services. If you choose not to use your accrued services either at other locations or for bookable services in our location, however, the membership agreement states that members are not entitled to a refund in the case of unused accrued services. So I am afraid we will be unable to provide you with a refund.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.