ComplaintsforMassage Envy
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Complaint Details
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Initial Complaint
03/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have been a member at Massage Envy since 3/2008. Recently I am unable to use my prepaid services due to lack of available appointments and cancellations made by their clinics on appointments I was able to secure. Due to this inability to use their services I cancelled my membership on 2/11/23. I was told I needed to use ALL credits by 4/11/23 or I would lose them. It is impossible to use 15+ credits in that timeframe as there are not 15 sessions available. I was told by manager ****** that do not offer refunds. I am not asking for a refund as I was not delivered any product or service I am not happy with- I was simply not afforded the opportunity to use a service that I prepaid for due to no fault of my own. I am happy with their services when they are available, and if they were still readily available as they were for the first 13 years of my membership, I would not be cancelling my membership. 3 of my past appointments (which were all booked at least a month in advance due to lack of any other available appointments) were cancelled a day prior by the clinic as a therapist was not available. In that time I was charged 3 more times and credited with 3 more appointments. They make it physically impossible to use these credits due to lack of staff and inability to provide me the services I signed up for anymore. I was and am their biggest fan when I am actually able to get in the door- it's just next to impossible to do so anymore.Initial Complaint
11/12/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am at the end of my contract with Massage Envy. Per the agreement I was to send in a written notice 10 days in advance stating that I no longer wish to continue with the monthly services. I sent the first email on October 31, 2022. I did not receive a response. I then reached out to their guest relations via email. They gave a response stating that they do not deal with the contracts and stated they would forward the information to the location I made the contract. I still did not receive a response from the location. I have since been charged again for services that are after the contract ended. I did all the steps per the agreement yet was charged again.Business response
11/23/2022
This was resolved with the client already over the phone. I spoke to her directly myself. There should be no further action required. Thank youCustomer response
11/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was not satisfactory to me. There was nothing else the business was willing to do and charged me after the contract ended.
Sincerely,
*********************************Initial Complaint
06/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had been a member for almost a year. The staff was always very friendly and professional. I decided to cancel my membership because it was hard to make appointments that fit my schedule. I called and they told me I had to submit a form online and wait for the manager to contact me. They did warn me it would be ten days. It has now been six weeks and I have not received a response. They continue to charge my card at an even higher rate (increased from 65 to 75 without any warning or notice). The one and only response I received was from the manager, *******, was telling me it takes her at least ten business days from the time that she starts the process. That was May 2nd. I have sent about six follow *** and cannot get any response from her. I would like for them to cancel my membership and refund me for the last two months.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.