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:11/24/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 went to the Ellicott City location of Massage Envy for a facial on 10/11/24 for which I paid $150.I looked online at my November credit card statement and there are fraudulent charges on my card from November 4th for $90 and November 11th for $80. I did not step into, schedule online, make an appointment, authorize anyone to use my credit card or otherwise engage with Massage Envy on either of the November dates. I also did not sign up for any type of membership. I have cancelled my credit card, initiated a dispute with my credit card company, left a message on the phone of Massage **** and reported it on a customer service site for ********************** Envy. Someone illegally retained my credit card information on October 11th when I was there for a facial. I want to be sure that I get a refund for these unauthorized charges. The total is $170.

• Initial Complaint

  Date:03/10/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This business charged me $80.00 on 2/8/2024 for a membership I cancelled in November 2023 and have made multiple attempts to cancel since then. They have been unresponsive to numerous requests to cancel and are nasty on the phone when I try to get a specific time/date for a callback. I want my money back and I want them to cancel the account effective immediately, then I am asking that they never attempt to contact me again.

• Initial Complaint

  Date:02/04/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 12 month subscription with Ellicott City was over Nov. 23. I began making verbal requests to stop subscription in Sept, Oct and Nov with no response. I submitted a written request for cancellation via email in Nov. In response I recd an email requesting I call them, historically I could not contact accounts via phone. I replied that they give me a call me and requested they continue with cancellation. In the meantime. They charged again in Dec . I disputed the charge with credit card comp and requested a block on merchant. I sent a follow up email and eventually received an email of canc on 1/5/24 and a date to complete sessions which was March 15th. I began booking my sessions. In the interim the E.C. branch attempted to withdraw a monthly fee AFTER official cancellation and they were unsuccessful so they froze my account. I was unable to receive sessions booked. The booking location could see the it was a cancelled membership and waited on confirmation from EC regarding freeze. They didnt receive it and cancelled my appt. It was eventually cleared and I received 2 of my 3 remaining services. I was informed at 2nd to last service that I had until feb 15th to complete services when it was originally March 15th which as subsequently changed to 2/25 via text. Confused again I called EC spoke with Melita who was rude and unhelpful. Frustrated I went in person and I spoke with a person via phone who said her name was “Betty Boop”, I believe was later referred to as Andrea. She argued with me and demeaned my concern to have it corrected in their system. Melita continued to be nasty. I was told they couldn't change it in the system without any clarification, and to book with text message as proof. I let them know I tried and was told to get it straight with EC. I had to call the location myself and force EC to let them know the date should be at least 2/25. It was so stressful, it completely negates the relaxation you get from the services. Do not patronize!

• Initial Complaint

  Date:03/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 paying member at Massage Envy (“ME”) since October 6, 2009 when I signed a Wellness Membership Agreement in Clarksville, MD. Clarksville suddenly closed in 2018. I was forced to use my membership at Ellicott City, MD. I never signed a new agreement and found it very difficult to schedule appts. at Ellicott City due to the displaced members from Clarksville & staffing issues. ME never offered any concessions. In March 2020, ME closed for COVID and in April 2020 offered members the option to pay and receive a bonus session (which I never got to use) or waive payment for 2 months. I agreed to pay thinking I would be able to use sessions again soon. I was dealing with a medical issue, so was preoccupied. When ME re-opened I called to put my account on hold. They offered a 3 month hold, I agreed. After that period, I requested an additional 3 month hold, and was told they would process it, but later found I was charged. I was dealing with a medical issue & caregiving for my father, so unable to use my membership and distracted.In 2022, when I was improving, I called ME about my 28 accrued sessions ($1,970 worth). Was told they could only schedule 1 session for members per month, so no way to use accrued sessions and masks were not being worn. These conditions made my return impossible. I asked to cancel and get refund for 28 sessions. I was told no refunds and given the option of canceling, signing a waiver, and told to sign up again and have 28 sessions back. This is not feasible since a member can only schedule 1 session per month. I have someone in my house at high risk and without masks I can’t come in. I have gone back and forth with emails and calls to ME in Ellicott City. I have requested to cancel my account without signing the waiver and am still requesting a refund. I am no longer getting a response. I am requesting to cancel my membership of over 13 years and obtain a refund of $1,970 for my 28 accrued sessions that I paid for and cannot use.

• Initial Complaint

  Date:10/19/2022

  Type:Product 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 have tried to cancel my massage envy account since the summer of 2020. I called the location multiple times, only to be told that there was someone else that dealt with cancellations and would call me back. I never received a return call. I then asked my credit card to block future charges from them. This block worked for some time but then charges started coming up again. I found an email for them and sent them an email in May of this year, demanding that my account be cancelled. Again, no response. I sent another one last week, again, no response. I once again asked my credit card to block the merchant charges. I am disgusted that after having a membership for 10 years, that they have so little disregard for their customers, that they will not return an email, phone call, or efforts made at cancellation. I do think they owe me for charges at least since I put it in writing in May. It's $80/mo and I've paid over 1600 worth of charges that I shouldn't have. I think it's almost criminal.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 10, 2022/11/09) */ Hello Ms. Pigott, We do our best to manage both client expectations and members' experience. To the degree that Ms. Carlson's experience has been unsatisfactory, please accept our sincere apology. A member of the Accounts Team will reach out to Ms. Carlson. Massage Envy Ellicott City

• Initial Complaint

  Date:09/05/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 attempting to cancel my recurring monthly membership for over three months. Their method to cancel requires someone from the business to send me an email I have to fill out for cancellation. They refuse to send the email therefore continue to charge my credit card. I have disputed two of the charges on my card yet just got billed for a 3rd time. I have left voicemails on the main number, the number to management, spoken to counter staff to leave a message for the manager and nothing, no response.

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Massage envy increased my monthly fee by $10/month without informing me. I have been trying to contact them to cancel my membership and no one will return my call. I would like the business to refund the excess $10/month charge and cancel my membership.