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ComplaintsforMassage Envy
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
1/31/2023 - I have been a member of Massage Envy since 2014. I currently have approximately 7 unused sessions on file. I received a call today from the ********* location *************). The person indicated that my credit card did not go through (due to a recent change). After calmly explaining my frustration of constant cancellations (lately at the Plymouth shop) and then asking her to explain how I could cancel out of my membership contract. What I was told was that I would have to give them my new credit card number so that they could suspend my account and then they could cancel my account, and I would have 60 days to use up my remaining sessions. That's not a workable or reasonable option. I told their employee that I would not give them my credit card and that I just wanted to cancel. The employee abruptly hung up on me. I called back and it went to their voicemail. I left a message and did not hear anything back. I called them again using a different phone number and the employee answered. She indicated that she did not have time to deal with me and I could speak with the manager. I asked when the manager would be in and she said "soon". I asked for the manager's name and she gave me a name. I have not received a call back from them. At this point I do not care if I can't use my remaining sessions, I just want to get out of the contract and I am not willing to give them a new credit card number.Business response
01/31/2023
I am not sure why I am receiving this. I do not on the ********* or the Plymouth location.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.