Complaints

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 18th 2023 my husband and I took day off to Christmas shop - we each took 1,000k . We stopped at ME - Woodbury , MN and bought two gift cards for our daughters $125 each and received two bonus cards for each purchase. One of our daughters got a massage yesterday in *****, ** - as she went to use her card they said it was invalid. We called Woodbury and they told us a charge was never made in our card - we didn't use a card we paid cash - we put the receipts in the envelope and they must of got tossed with the Christmas papers . The ladies at Woodbury then told us they don't take $100 so he would of had to use a card . I didn't say he pd. with a $100 and he didn't use his card. They offered to charge us again and reload the cards but my concern is where did the cash go . I asked if they could review the surveillance for Dec 18 between ***** she basically told me we did not use cash and I was wrong. Concerns me very much that the attitude is like $250 is no big deal and we didn't pay cash . So unethical - on Dec 18 we walked in bought two g lift cards and were given two envelopes with the bonus and they are calling us liars .

  Business response

  02/13/2024

  After telling them that they could not use a $100 bill to pay her husband went to pay with a card, the transaction did not fully process as we got an error message but at that time it was too late and because our system glitched, he had walked out and we had no phone number to call them on meaning nothing was ever charged on their end which is why the gift cards have a $0 balance. Nothing was ever charged so there is nothing to refund but we let them know we would more than happy to ring them up and honor the Christmas promo since we no longer have it going on. 

  Customer response

  02/13/2024

   I am rejecting this response because:he did not use a card he paid cash.   
  we received the two cards we bought and the two "bonus" card for spending over $100 on each one. 
  they were handed to us . We have requested a transaction detail from that day - and they say they only had one charge that day for $300 - they also claim they do not have surveillance . We paid cash. 
  our daughter went to use gift card in ***** yesterday and the card had nothing in it she was told   that something was off and it should not at least shown up under our phone number - Woodbury is claiming a " glitche"in the system . They also claim to have nothing under my number -just got scammed .
  
  

  Business response

  02/14/2024

  They paid with a card and nothing was ever charged, even the charge on the card did not go through. I called ***** and am waiting on a response back from her, but there is nothing to refund as nothing was ever charged.

  Customer response

  02/15/2024

   I am rejecting this response because:
  As stated on Dec 18 we visited this establishment to buy two gift cards.  They rang them up and gave us two gift cards and two bonus cards for spending more than $100 each . When I attempted to resolve they told me no way to prove it . First they told me they didn't cash then they told me they had no record of our names and then told us they couldn't track sales by day . I asked for this info several times. They claimed no cameras in store and basically told us we couldn't of been there because they only had one transaction that day for a man named ****- the customer service has been offensive and they have changed their story several times . My husband did provide a phone number and his name at time of purchase wistch they claim they have no record of .

  
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a regular customer of ********************** and have been very satisfied with the massage service of ******. I generally receive a monthly massage. However, I had an appt for a 90 min session on 11/7/23. On 10/30/23 I received the following text message "Hello this is Massage Envy in Woodbury. We are reaching out because your therapist ****** has changed her schedule and we have you down for an appointment that is outside of her new hours. Please give us a call so we can help you get that appointment rescheduled." Based on that message I expected that the appt on 11/7 was cancelled. I had not called to reschedule the appt. as my schedule was very full and I had a subsequent appt scheduled for the following month. On 11/7 at the time of my appt., I received a call from Massage Envy asking if I was coming in for my appt. I explained that I was informed that the appt had been cancelled. I was then informed that the schedule change was not until "after Thanksgiving" even though that had not been indicated in the message. They stated that they had sent a confirmation text for the appt. Since I was of the understanding that the appt was cancelled I did not see and was not looking for that text. They stated they would be charging me the no show fee as that was their policy. I asked to speak with the *** and only the Asst *** was present who only restated what the prior person had said in a more arrogant and less than helpful manner. I requested a call from the ***, ****** which I received today. She apologized and agreed the message was vague but stated not only had the confirmation text been sent but also a voicemail sent with the dates impacted. I did not receive any voicemail and she had no way of confirming it was actually sent. She stated that in order for ****** to be paid they needed to charge one of my prepays. This was a Massage Envy issue and neither me nor ****** should have to be impacted by it. She further rationalized that since others did not experience this issue, she would take no additional action.

  Business response

  11/10/2023

  ***** had an appointment on November 7th which she did not show up for, when contacted she explained her confusion due to the text she received about rescheduling her future appointment. I listened to her concerns but she did receive a text message two days prior on November 5th stating 

  "*************, we are confirming your appointment for a Massage 90 Min Custom Session on 11/07/2023 at 01:30 PM with ********. Please Reply
  "Y" (confirm) or
  "N" (cancel).
  We look forward to seeing you.
  Massage Envy Woodbury
  
  Please arrive 5 minutes prior to your appointment!
  
  Please keep our cancellation policy in mind. There is a 50% charge for Same-Day cancels & 100% charge for No-Shows to the card on file.
  Type OUT to opt out of text"

  It states right there in the message that a no show will be charged to the card on file. For *****'s conveniences we took her prepaid session instead of charging her card on file. Our policy is very clear and all the steps were followed on our end. I apologized for any issues this may have caused, and she has future appointments booked out. 

  Customer response

  11/10/2023

   I am rejecting this response because:
  

  As stated in my complaint ... the first text, as agreed by the Mgr at Massage Envy, was vague and left the impression that the appt the following week was cancelled on the part of Message Envy due to schedule change.   As I stated to the mgr., the subsequent text further complicated the situation as the first text left the impression that the appt had been cancelled.  Due to the initial confusion being caused by the first text ... Massage Envy should take accountability of any resulting miscommunication and not hold me or the massage therapist responsible. 
  
  

• Initial Complaint

  11/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a membership at Massage Envy. It costs $70/month and the purpose is to have a monthly massage. The problem is that there are rarely any openings and it's extremely unlikely that the 1 or 2 openings per month that are available will be a time that I am able to go. The cancellation policy states that I will have 60 days to use my credits. But there are not enough openings to use my credits. In addition, the member website does not allow you to see how many credits you have, so you have to call to find out. The online booking system is not in sync with what the front desk receptionist has, so it's deceptive to think you can book online. Currently, I have so many unused credits, all worth $70 and if I cancel I will loose the money and the ability to get a service without either taking time off work or driving to a far away locaiton.

  Business response

  11/22/2022

  We talked with *** and got her booked out, and transferred a prepaid over for her as well. 
   
  

  
  

  Customer response

  11/22/2022

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

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out to massage envy corporate office recently with a concern and was told that they could not help me, but that the franchisee would reach out to me to discuss. That was over 10 days ago and Ive heard nothing since. My concern is that I cannot schedule a massage through the app as there are no available appointments any time in the next ***** days. This particular location has not only not allowed me to redeem my monthly subscription; but whats worse they also failed to respond to my concern whatsoever. I cannot schedule an appointment in any reasonable frame of time, yet each month Im charged for massages. Either I want to be refunded for all unused massages immediately and released from the monthly subscription, or I want a guarantee that I will be able to book and redeem a massage within 30 days of each monthly charge. I feel stuck otherwise. Massage Envys policy is that they will allow me to cancel but I forfeit all services at that point and receive no refund on the massages I have not used. (I currently have 18 such massages unused as my wife and I were not frequenting the business during the height of Covid.) I just want to be able to redeem the services I am paying for. Please help!

  Business response

  06/16/2022

  Hello, 

   

  ********************* is not our member here at Massage Envy in Woodbury, I actually don't see any membership with the phone number he gave, he has prepaids that were transferred to him from someone but I don't see he is an active member. 

• Initial Complaint

  05/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have had a monthy massage contract with Massage Envy in Woodbury ********* for approximately 4 years.During the Covid pandemic I was unable to use the facility for 4 months because of state mandated closure, however massage envy continued to take automated credit card payments every month, reguardless of any abiity to use them. When I could resume having monthly massages I was not aways able to book a monthly massage because appointments were difficult to obtain. (The Woodbury Massage Envy, which is the one closest to my home, apparently had staffing issues, as several times my appointment was changed due to staff leaving or ill). This has resulted in my having 5 prepaid massages on my account which I am not able to use up, because they continue to charge my credit card monthly for another prepaid massage. It is still very difficult to book a massage any less than 3 months out. so using up the prepaids seems impossible. I would simply like to have them stop billing me for 4 months until I can use up the prepaid massages I have on my account.

  Business response

  05/18/2022

  Hello,
   
  I am following up with a complaint that I received yesterday from the BBB in regards to one of our members *** Bay. In her statement she had stated we were closed for four months during the pandemic but we were only closed for two. 
   
  I had talked with her back in February and I waived her payments for February and March so she could come in and use some up without getting charged. I offered to book her for some facials, I offered to transfer a few, and let her know she can to any Massage Envy. I also talked to her yesterday before she sent in this complaint and went over these options again. We offer one appointment a month and she has come in once a month and was in today in fact. She also has appointments scheduled out in advance. 
   
  Thank you
  ***************************
  Clinic Manager Massage Envy
  Massage Envy Woodbury
  572 ********** ******** | **************, ** 55125
  W:************
  
  Confidentiality Notice: The information contained in this transmission may contain confidential and/or privileged information. It is intended only for the individual(s) or organization named above. If you are not the intended recipient, you are hereby notified that any review, dissemination, duplication, distribution or copying of this communication and its attachments, if any, or the information contained herein is strictly prohibited. If you are not the intended recipient, please immediately notify the sender by return email and destroy all copies of the original message.
  
  
  

  Customer response

  05/19/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is  unfortunately the only one available.

  I am not particularly happy with their response, as facials as an alternative to massages is NOT what I signed up for with my monthly massage package.

  Also their comment of being able to go to ANY OTHER Massage Envy location is NO SOLUTION - . All their locations are so over booked that getting an appointment is always 3 months out!!

   

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For months I have been charged a membership fee by Massage Envy (Woodbury) that is good for massage appointments. When I try and make appointments they are booked for months in advance. On my last visit 3/02/2022, I asked about getting some more appointments and they were booked till June and wouldn't let you book any further than that. So I have 6 months of payments that I can't use plus they canceled one of the few appointments I was able to get. I tried to call on cancel multiple times last week, during business hours, but there was no answer. I finally got through and the person who answered said they were not able to cancel my membership. So I had to wait for the manager to call me back. Now I find out there is a 10 day processing fee and they are going to charge the fee again. I asked that they not charge me since I tried to cancel earlier and they said they were unable to do that. Why does it take 10 days to take my credit card out of the system. If they would have been available when I called before I wouldn't be getting charged another fee. I have suffered serious back pain for 25 years and needed these appointments. I think it is wrong to charge a fee for appointments that are unavailable. If there aren't any appointments the fee should be waived until you can actually get into see someone. I feel like I have tried to use my membership but was unable do to no fault of my own. I shouldn't be charged for there booking problems.

  Business response

  03/31/2022

  Hello, I am contacting you regarding the client of *****************************. ***** had cancelled her membership and I did get back to her the next day after receiving her message, I explained to her that either way we were unfortunately in the 10 day processing since she waited so close to her next payment. 
   
  I went over different ways to use her prepaids, I let her know we could do some transfers, get her booked for some facials, keep her on our cancellation list, as well as making sure she was aware she could use her remaining prepaids at any of our Massage Envy locations. I also offered to extend out her expiration date. 
   
  We are doing our best to work with her!
  

  
  

*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. ↩