![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforMassage Envy Spa- Northbrook
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/28/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have been a member of massage envy since 2015. I would be charged monthly $65 that would accumulate credit hours for my use.When I signed up in 2015, I was told that I would receive a 80% refund for any unused credits.I was never told that I needed to cancel 10 days before the billing date to avoid further charges. Lastly, while requesting cancellation in March of this year, i was offered an option to "freeze" my account and be charged $10 a month for 6 months so that I can use some of the 19 credits I accumulated. I recently found out that upon cancellation, a period of 60 days is given.I was never told of this option because I believe the intent of Massage Envy is to keep me paying monthly fees.Currently I have paid $1300 for unused credits and Massage Envy refused to refund and of my money.Upon request of my cancellation, I was emailed a form that outlined conditions of which I had no knowledge of and never agreed to. Changes were made after my signing.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.