ComplaintsforMassage Envy

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I pay a monthly premium to Massage Envy as part of a membership agreement. Over the past two years, I have had multiple massages canceled on me by Massage Envy because their massage therapists are no longer available at the last minute. This was understandable when issues were related to COVID, however, that has not been the case for recent cancelation. Times that massage therapists are available is limited at the Niles location - being able to schedule a massage is already difficult and then to have it cancelled on me makes the ability to use the membership/credits difficult. I have 8 credits remaining and they should be available for use until September 9th per email received on July 1st. I called Niles Massage Envy on July 17th, spoke with the Franchise Manager and was told that I cannot transfer credits any longer as I have been able to in the past. The wellness agreement cancellation form that is attached indicates that I would still have access to my credits for 60 days after the cancellation. It does not indicate that credits will not be transferable. I would like to be refunded for credits that are unused and unable to be transferred as of September 9, 2023. Email:I hope this email finds you well. We would like to inform you that we have received your cancellation request, as per the form you previously submitted.Please note that our cancellation process takes a Ten days to complete. Consequently, your last payment is scheduled to be processed on July 4th. After this payment, no further charges will be made to your account.Furthermore, once the cancellation request is fully processed, you will have a total of 8 services that will remain active until their expiration date, which is September 9th, 2023. These services will be accessible to you until that time, allowing you to make the most of your remaining subscription period.Thank you for being a valued customer, and we wish you all the best in your future endeavors.Best regards.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  This has been the worst experience ever. They will cancel on you multiple times AFTER getting your money. My husband and I have credits left and its impossible to get in. Today, I had the Displeasure of speaking to ********* They called to cancel on me yet again, put me on hold and put good ol ******** on the phone. ******** expressed that my masseuse had an emergency and could not perform the service. I have been cancelled multiple Times and had cancelled my membership so they put a time limit to when they all have to be used by. I told her, I paid for services they always seem to have issues fulfilling. Her response was No, you paid Niles. Is your business not called massage envy? Just like the location in Niles? Do you not fulfill the services I paid for? Did your business as a whole not take hundreds of dollars from me for services you cant fulfill? These massages were booked a month in advance and was cancelled, with no accommodation besides telling me to Call Niles and figure it out with them. This business is predatory in nature and ethics. If you take the time to do research, there a tons of people like my husband and I who have been paying this company who cant fulfill their side of the bargain!! Managers have reached out to me and have been zero help. Filing complaints with their corporate is of no help either. I want my credits refunded on the basis that the company cannot complete the services I paid for! There are plenty of people like myself who have had their money taken and no services rendered!

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