Business ProfileforMassage Envy

Payments have been coming out of the same credit card for YEARS with no issues & missing no payments. About 6 months ago when trying to make my appointment I was refused service because they said their records showed an expired date on their computer but did say all my payments was being made with no problem. Due to fraud I don’t go around giving my information out, when they are NO issues with them getting their payment each month. NOTE: I have so many sessions because about 3 years my husband got really sick & was in the hospital every other week beginning in Oct till the end of Feb. then I have had 2 hip replacement the last 1 1/2 years. I have 46 sessions paid for,: I had appt the for the day before Thanksgiving (11-22-23) they called me & cancelled my appt, said my therapist had an emergency. I also had appt for the Friday after Thanksgiving (11-24-23) they called me & said the therapist had an emergency. I had appt today, Wednesday, 12-6-23 @ 1:30, was surprised when I opened my email about 11:00 am telling me they have cancelled my appointment again. The reason for cancellation was because I did not confirm my appt. Please see note at the bottom about their cancellation policy. This is on their website along with the area you can book appts on line. This is what the cancellation says in the website: Appointment cancellation policy Please arrive at least ten minutes before your scheduled appointment time in order to ensure a full session. You may cancel your appointment without charge up to 24 hours preceding your appointment. Same day cancellations will be charged 50% of the scheduled service price. If you do not call to cancel your appointment or do not show up for your scheduled appointment, you will be charged full price for the scheduled service. I feel they have breached their contract and at this point need to refund my money. They have charged my credit card & receive their money but have refused service to me just because they can. No reason as far as I’m concerned and then when they finally decided to let me make my appointment they canceled them all. I understand that people have emergencies and I said nothing when they canceled for that reason, but today when they canceled was no reason. Her reason was because I never answered my phone nor did I reply to an email. Well, I was at **** ******** ******* **** all day yesterday (when they called) & I didn’t turn my phone on nor looking at emails. We have a house phone & I don’t keep my cell phone on. I am not a phone person! I never canceled my appointment because I was going to my appointment. When I opened my email & found they canceled it, I called them & told them I wanted my appointment back, they refused because she said they already gave the appointment away. That means they already had my money then got paid again for the same appointment. ****** ******, Operations Manager Marketing Massage Envy Lexington Hamburg & Nicholasville Rd *********** * *********** She is the person that says you must confirm your appointment or they cancel. No where have they ever sent me anything tell me this policy has changed. She said she changed it due to Covid. It still don’t explained why I was continued NO service several months back does it. ***** refuses to tell me who the owners of the franchise is or a phone number, nor will she have them to call me. She also states that Corporate policy are not there policies, they are a Franchised.