ComplaintsforMassage Envy Lafayette

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a member of Massage Envy for nearly 10 years. As part of the membership, I pay $65 each month for one massage credit. Since COVID-19, I have not been able to schedule massages due to limited availability. I currently have 29 massages paid for and cannot find availability to schedule anywhere for the massages I'm requesting. My area never has availability and I cannot travel hours away to find available locations. I've tried explaining this to Massage Envy and requested to cancel my membership, but Massage Envy says I would have 30 days to use the remaining massages if I cancel. I cannot schedule a single massage in 30 days because of no availability - much less 29 massages. I asked today, "If I cancel, am I just screwed out of the 29 massages I've paid for?" and the response was, "I hate to say it, but yes." That is NOT an acceptable answer, considering I've tried waiting and hoping this all gets better. It's only getting worse, and now I've paid for nearly $2,000 in massages that I will not be able to use. Massage Envy offered a 6 month freeze for me to use the existing credits, but I cannot find TWO available massages dates in my area, much less TWENTY NINE. This has become a complete scam and I should not be out of nearly $2,000 because Massage Envy has problems staffing their locations. I'm requesting help to get my money back from what has become a scam. NOTE: It has been $65 per month since September of 2021, and I've been charged for 14 massages at that rate. The remaining 15 massages were $59.99 each, as this was the price before the September 2021 increase. That makes a total of $1,809.85 that I've been charged for massage credits that I will not be able to use.

  Business response

  11/30/2022

  We actually reached out to the client due to receiving some correspondence in the mail and were able to have a conversation with him to offer some resolutions. He did mention he had filed some chargebacks with his bank as well as filed correspondence with the BBB. I let him know we would not dispute the chargebacks so he would immediately get 4, possibly 5 months refunded. It left him with approximately 24.5 accrued services and we offered him gift memberships for a family or friend. He appreciated the assistance in resolving the situation. All resolutions were completed to his satisfaction on 11/30/22. We were not able to track down the front desk associate who made the comments, possibly due to turnover, but we acknowledged this was not the way it should have been handled and used it as a coachable moment for all persons who answer the phone for our location. Client seemed to appreciate the apology and effort made to coach and correct. Client has actually gifted 2 people memberships to utilize his accrued services and mentioned the appointment availability issues he was experiencing didn't seem to be an issue in our region. Following thru with the cancellation procedures by sending forms via email and documented client profile accordingly.  

  Business response

  11/30/2022

  We actually reached out to the client due to receiving some correspondence in the mail and were able to have a conversation with him to offer some resolutions. He did mention he had filed some chargebacks with his bank as well as filed correspondence with the BBB. I let him know we would not dispute the chargebacks so he would immediately get 4, possibly 5 months refunded. It left him with approximately 24.5 accrued services and we offered him gift memberships for a family or friend. He appreciated the assistance in resolving the situation. All resolutions were completed to his satisfaction on 11/30/22. We were not able to track down the front desk associate who made the comments, possibly due to turnover, but we acknowledged this was not the way it should have been handled and used it as a coachable moment for all persons who answer the phone for our location. Client seemed to appreciate the apology and effort made to coach and correct. Client has actually gifted 2 people memberships to utilize his accrued services and mentioned the appointment availability issues he was experiencing didn't seem to be an issue in our region. Following thru with the cancellation procedures by sending forms via email and documented client profile accordingly.  

  Customer response

  12/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18401616, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

  Customer response

  12/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18401616, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

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