ComplaintsforMassage Envy- Ellicott City

• Initial Complaint

  02/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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

  03/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I accumulated 11 massages from Massage Envy since the beginning of COVID. I have been trying to use them and then cancel my membership but their website does not let you book service. It routinely says that there are no appointments available. I tried to work with the manager of the branch to and they will not let me cancel. They told me that since I had a freeze plus on my account (where I paid $20 a month for 4 months and did not earn any additional massages) that I now have to continue paying for 4 more months before I can cancel. Also, once I do cancel, I only have 60 days to use the 11 massages (plus the 4 more that I will earn) before they disappear. They have canceled at least 4 massages that I had scheduled over the past 6 weeks in a further attempt to not let me use what I have paid for.

  Business response

  06/12/2022

  Business Response /* (1000, 12, 2022/05/13) */ ***Document Attached*** Response to complaint is attached.

*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. ↩