Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of Massage Envy since 4/2023 and recently (2/2025) canceled my membership due to excessive cancellations of services by Massage Envy due to staff absenteeism. As a result, I have 12 unused credits that must be used within 60-days or they are forfeited and no refund will be issued. To put things into perspective, a 60-min facial or 60-min massage is equivalent to 1 credit. 1. All services were canceled due to their staffing issues not any reason of mine. (ie call ins) 2. I’ve clearly not been able to use the membership that I pay $79.50 monthly in the almost 2 years due to their staff absenteeism. How is it possible for me to use 12 credits in 2 months? It’s an unrealistic and unreachable goal. 3. Since my appointments were scheduled monthly, I’ve paid 12 months (ie 12 credits) at $79.50 each month totaling $954 and did not receive a single service from Massage Envy. 4. I was also informed that they will continue to charge my monthly fee until they are able to process my cancellation request which could take them up to 10 days to process. This is criminal and the monthly program is misleading and deceitful. This company does not have adequate staff to support or provide the services they claim to provide as part of their membership program. The company has refused to issue any refund and has offered no resolution. I would not recommend any membership from this company.

  Business Response

  Date: 03/06/2025

  Thank you for bringing this matter to our attention. At Massage Envy Middletown, we are committed to providing our members with a high quality experience and regret any inconvenience or frustration *** ***** may have experienced.
  While we acknowledge that some cancellations were on our end due to service provider absence and inclement weather, our appointment records also show that the client canceled several of her own appointments, we also accommodated her for a same day excused appointment. Our appointment records indicate that *** ***** has attended 8 appointments during her membership demonstrating that the client was able to take advantage of our services on multiple occasions.
  Additionally, we see that *** ***** took advantage of the account freeze option from 10/28/24 to 12/28/24 (this option pauses the monthly membership, dropping the monthly rate of $79.50 to $20.00, allowing the client to use existing credits but not accrue anymore during a period of time) to catch up on her credits. However, during this Freeze, *** ***** canceled 2 of her scheduled appointments, which contributed to the challenge of using up her credits. 
  As stated in the Massage Envy Middletown cancellation contract that *** ***** signed, the standard Corporate policy provides a 60-day period to use any remaining membership credits after cancellation. In an effort to make things right with *** *****, we would be happy to offer an additional 60 days beyond the original 60 day period, totaling out to 120 days for *** ***** to use 12 remaining credits. We will no longer offer any other extensions or accommodations beyond the 120 day extension unless we are at fault.
    We have several highly skilled service providers who have been with us for over 10 years, and we would be more than happy to schedule *** ***** with, in order to use her remaining 12 credits. We truly value our members and would love the opportunity to regain her trust. 

  Customer Answer

  Date: 03/06/2025

  
  Complaint: ********
  
  I am rejecting this response due to the blatant lie indicating that I canceled 8 appointments including 2 during my freeze. I have not canceled my appointments. Cancellations were on Massage Envy’s end regardless of inclement weather and/or low staff availability. Offering an inconvenient alternate date/time to make up for a cancellation on your end (last minute at that) doesn’t mean the customer cancelled. 
  

  I no longer want to have anything to do with a dishonest company that attempts to discredit my experience and share false claims to hide the fact that they are unable to honor their own membership program due to low staffing issues. After sharing my experience, I am learning that many former customers stopped visiting Massage Envy due to the same issues. Wish I knew this before signing up and will continue to share my own experience so others don’t walk into the same trap as I did. 
  

  Massage Envy, be honest and stop misleading your customers. 

  Do better. Cancel my remaining credits effective immediately. 

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/11/2025

  We are following up to show documentation of where Massage Envy and *** ***** have both cancelled appointments. See attached document regarding clients appointment history.  Once these are in the system they can't be deleted or changed. It appears that both the business and client have cancelled appointments 8 times in the 2 years of membership. While we do not like to cancel appointments when our service providers are sick, they are not allowed to work on our clients for everyone's safety. I will take ownership of my half of this situation and refund her half of the $954 she is asking which totals $477. She will still have 6 credits remaining and can use them within 120 days.  Thank you

  Customer Answer

  Date: 03/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was signed up for a monthly membership to Massage Envy, Middletown and for 31 consecutive charges my card was charged when I did not receive one single service in 31 months. No one from Massage Envy notified me that I would be paying monthly or that I had an active membership. I called to cancel and was told that i would receive a text from massage envy which would give me a link to request to cancel, from a supervisor. I responded to the text which was only an email request to cancel. No one ever responded or processed the cancellation but kept charging me for 31 months. They have made it impossible to cancel membership. After that card was cancelled, they went in on file and charged me another two monthly fees in one, from another card that I had on file for which I had used to make payments for a past massage a year prior. When I spoke with the supervisor, she threatened that I would lose all my services (none of which I had been using) if I didn't keep paying for the monthly membership, none of which I had been using. They refused to refund any of my charges, reimburse me, threatened me and refuse to cancel my membership. They unlawfully charged me over $2000 and used a card withouth my permission. I am seeking all reimbursement or legal action will be taken

  Business Response

  Date: 07/11/2024

  **** ******* signed wellness agreement on 8/20/21. On 5/20/24 her account went into suspension for NSF, meaning she was no longer an active member. We contacted her via text, in order to update to a new card to process the 5/20 payment. May 22 & 25 she contacted the clinic and spoke to front desk staff where they proceeded to talk to her about the freeze plus option as she has so many credits in addition to sending her the email to the account manager via text to the number she was calling from.  Once account goes into suspension due to NSF 2 months the account is immediately cancelled all credits accrued are lost. During one of the calls she insinuated that she had not been in and not knowing she had a membership. However, the appointment history shows that she did come in for appointments or made them and cancelled. December 2021 her card ending in 3399 declined she received calls from our membership specialist, her account was updated to the new card 4727 before Jan 22 membership payment processed on 1/20/22 at 6:32 am. The only way we would have received that new card was if it would have been given to us by her. It has been processing monthly on card until May 20. At this time, her account is current as we processed both May & June’s payment on June 26th. We offered her the freeze plus option multiple times which is $20 a month & she can use the credits & catch up before she cancels. We can use two of the credits she has to pay for 6 months for freeze plus.  once those 6 months are up she would need to stay an active member paying monthly or send us a cancellation in writing to [email protected] stating she wants to cancel and that she has 60 days to use any remaining credits. After the 60 days, the credits will expire.  If she wants to cancel now, we still need a cancellation email to the above address and she will have 60 days from the date processed to use the credits. 

   

   

  Customer Answer

  Date: 07/15/2024

  
  Complaint: ********  
  I am rejecting this response because:

  I have notified massage envy on numerous occassions via text message and over the phone that I would like to cancel. I have not been in in over a year therefore it is impossible for me to have given permission to use a card. Massage envy unlawfully searched my account, found an active card on file, charged more monthly fees, after I stated I wanted to cancel and then when I spoke with them on the phone said that they would continue to charge me. I spoke with a supervisor who was extremely rude and unhelpful and who used intimidation tactics. They were never granted permission to use my other card or any cards on file for a memership, which I did not even know was active. Even today, they continue to charge my card without permission and against my will and they do not have any written or verbal proof of me giving them permission, which makes this extremely unlawful. I want a full refund, stop charging my card, cancel any bogus membership or I will be seeking legal action and full media and social media coverage. The manner in which I have been treated and taken advantage of is extremely criminal. 
  
  Sincerely,
  
  **** ***** *******

  Business Response

  Date: 07/18/2024

  As stated in her wellness agreement, “All cancellation requests must be submitted in writing to us at the above address or by email at ************************** and will become effective ten (10) days after the cancellation request is received by us. We also accept the cancellation to **************************.  She did send us an email on May 25th wanting to cancel.  My manager responded on May 30th and we have not received an email back since May 30th on how she wanted to proceed.  I can cancel her and return the June payment that was processed. In doing that she will have 60 days to use all accrued credits. She wanted to transfer to 2 people, but the policy is 1 credit to 1 person every 6 months, so that would only use 2 credits. That is why we were trying to have her take advantage of the freeze plus as she would have a little longer to use the credits, but still only being able to transfer the 1 credit to one person. We can use 1 of her accrued service for 3 months of extra time to use the accrued services.  
  She states she has not been in to give us the right to charge the card ending in 4727. Her old card number processed 12/27/21, she was in for an appointment on 12/29/21 and the new card ending in 4727 started processing 1/20/22. She had to have given us the card at her appointment on 12/29/21. This new card has been processing for over 2 years.
  She made many appts and cancelled them however she was in on the following dates: 12/29/21 and 5/17/23. She did not pay for these services at the time of service but used her credits. So she was aware that she had a membership and credits. 
   I am also sending the 4 call recordings via email. 

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue is that ever since the covid pandemic it's incredibly difficult to get an appointment, so that and moving further away from any locations my wife and I cancelled our membership. Was told had 60 days to use our remaining credits. Here comes the issue, cause every appointment made was cancelled by the location (not just this one, had this issue with all the Louisville locations) and we would have to reschedule. They extended the deadline to use our credits twice but still wasn't able to find a time in our schedules to go in. Since the closing of the J-Town location, it is even harder to get a service scheduled without planning a month or two in advance. After yet another cancellation from the location, at least this one was in advance before we made a trip to the city. I asked could it be extended again, was told no. I called the other two Louisville locations and one in southern Indiana, all booked up so with no other option to get a service done at any of the four locations near us (all over an hour away might I add) my wife and I are forced to just lose our credits. Three months of membership dues down the drain. Our massages being cancelled especially day of after we drove all the way to Louisville was one of the determining factors to make us cancel our membership. They have no issues cancelling and telling you sorry about your luck, but the one time we had to cancel to follow their new covid health screening (at the St. Matthews location), we were charged half a credit.

  Business Response

  Date: 03/08/2023

  In response to the complaint from ****** *** ****** ****** regarding 3 credits still left on their accounts. ****** - 2 credits and ****** - 1 credit.  In reviewing the notes, appointment history (all clinics) and call recordings (Middletown) I can see where they would be a little frustrated. All of the Massage Envy's in Louisville are extremely busy and are usually booked out   4-6 weeks in advance. It is very difficult to book two appointments at the same time with the availability that the ******** have. They is why we always encourage our members and guests to have a few future appointments booked. Yes, we did have to cancel their appointments due to employee emergencies, however the St. Matthew's location and the ******** have also cancelled appointments. 

  In the interest of customer service, I will be refunding the ******** their 3 credits. ******'s refund will be $70 and Justin's will be $125. 

  As I am out of town the next few days, I will be sending their refund checks next week. I will need an updated address from them in order to send these checks out. 

  Thank you.

  ****** ******

  
  

   

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to use my gift card to book a massage ($280 GC amount). They kept asking for a credit card to put on file in order to book the appointment. I did not feel comfortable providing my credit card details as they have horrible reviews online. I asked if they can use the gift card on file and book. It was a hard no. Very mean and not wanting to work on a resolution. Very inflexible. I do not want them to have my credit card details. The gift card has more than enough for massage/cancellation/tip etc. At this point I would like a refund and not use their service. This was supposed to be a relaxing experience for my birthday but it has become a nightmare

  Business Response

  Date: 01/30/2023

  Regarding BBB complaint from ** ***** regarding placing a credit card on file to reserve an appt:  In order to reserve an appt at a Massage Envy it is required to place a cc on file. The card on file used to reserve the appt would be charged if the guest does not show for that appt or, for a cancellation that occurs with less than a 24 hr notice prior to the scheduled time. Guests are not required to pay for their services with the cc on file.  They are welcome to pay for their session with gift cards, cash, debit or any cc. at the end of their service. *** ***** asked if she could use her GC to hold the appointment.  GC can not be used to hold appts. The reason is a gift card must be physically present in order to be used as payment.  If someone is an no show or cancels an appt we are not allowed use that GC for payment.  The point-of-sale system does not give the associate the option to add and store a GC number. *** ***** stated we were “Very mean and not wanting to work on a resolution, gave her a hard no and we were very inflexible”.  Listening to the call recording, my staff repeatedly went over the reasons why we required a credit card on file. The asst mgr who she spoke with was kind & continued to be courteous during the entire call.  In addition, offered other options to come in & purchase skincare or other retail products. . Most businesses in the service industry require you to put a cc down to for their services. salon & spas, rental car, and hotel rooms etc. This is not an unreasonable request as it is a tool to protect the service providers livelihood. Regarding GC refunds, Massages Envy policy states that they are non-refundable. This information is also printed on the back of the gift card, on our purchase receipt and posted within our lobby. My team takes great pride in excellent customer service. Please see all attached

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 02/07/2023

  In doing additional research, we have called and confirmed other Massage places (both individuals and companies) and most are requiring a credit card to hold an appointment. Again, a gift card can not be used as payment for no show and cancellation appoints less than 24 hours as they need to be present in order for us to redeem. Gifts are non refundable as stated on the back of the card.