ComplaintsforMassage Envy

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Used a preferred method of payment to hold appointment for massage service (*** ****) and confirmed before that is was an accepted method of payment. After receiving the service, was told it would not be accepted and that it was an issue regarding corporate because it shouldn’t of allowed me to hold the appointment using that card. They are an independently owned business and the owner informed she does not accept and I needed to contact corporate. I have contacted corporate for over a week, with no response. The owner has since filed fraudulent theft charges against me, increased the price of the service from $120-$195, and the balance has been since paid in full ($195). Unable to reach anyone from corporate to fix the issue of accepting *** **** to hold payment, but not allow to be charged with it.

  Business response

  03/01/2023

  Clients "preferred method of payment" Flex spending card is not valid at our location. She had called a different Massage Envy location, that has a different owner, and asked them if she could use it. They told her yes, but that was false information. Client was crying, unable to pay for her service, so in good faith we took her credit card information to hold on her account with the agreement we could charge it a week later, when she got paid. On that date, when we went to charge it, it was declined as "card stolen" We called her and left her a voice mail stating we would need payment or legal action would be taken. I gave her another whole week and called her and tried to collect payment. She refused, so I pressed charges with the police. The service she received, for a 90-minute massage, is valued at $195. At the time when we were unable to collect her "preferred method of payment" and she was crying saying she couldn't afford to pay- we tried to give her a discount as a courtesy if she could pay that day. Again when I tried to collect payment two weeks later I still offered her a discount just so I could collect my payment for the service she received. With her attitude and refusal of payment I then took away her courtesy discount and filed the charges. She made her full payment and charges have been dropped. 

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