ComplaintsforMassage Envy Spa- Flowood

• Initial Complaint

  01/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed and agreement for a one year contract. I was making payments monthly on a regular basis until finances changed. I missed two payments and I was called and they left voicemails for me. Once it reached 3 months, they canceled it. I called 2 times and I was told a man get will contact me. I called today to find out, that their not willing to give me my hours that I’ve already purchased. I had a balance of two 60min massages left and they’re refusing to give them to me. I’ve read the policy and see that they recently had a law suit for doing a woman the same way. I was told if I cancel it I could get it back but if they do I don’t. That’s inaccurate. Corporate office stated once your membership is cancelled you have 60 days to retrieve your hour/massage. I paid for two massages and Im being refused to retrieve them. I received no email regarding the cancellation nor message/voicemail. Can you please assist me with this?

• Initial Complaint

  05/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2008 or 2009 i joined Massage Envy. From that day on I paid on my account EVERY month. The truth is that I didn’t use my massages very often. I gifted more massages than I’ve used. For each massage that I’ve gifted I paid an extra $10. I recently decided that I should use my massages. I currently live in Houston, TX. I called to make an appointment. I was told that my account was canceled. I called Flowood. I spoke with ********. She was helpful. I explained the situation she said that there were no notes as to why my account was canceled she said perhaps it was my card. I told her that that’s not possible. She said that my account has been canceled since 2020 or 2021 (i don’t remember which) I told her we are in a pandemic and I was afraid to come. Once again…there are NO notes on my account as to why I was canceled. She said that she’d put everything back the way it was. That did NOT happen. I called the next day. They did NOT call me. I was advised that they could only give back half of my massages and all the massages that I’ve gifted plus the extra $10 that I paid to gift them were all gone. All I got was I’m sorry man???? REALLY?? I asked her to have the district manager to call me. ******** advised that she would email her but she warned me that she wouldn’t be willing to help. That must be true because she never called me. I’m very upset and frustrated that a company can do that. I’d like to be paid back for ALL MY U USED MASSAGES including the gifted ones as well as all the extra $10 that I paid for each gift. Thanks for your assistance. .

  Business response

  05/24/2022

  We had already re-instated all of her her services. They are all showing as available so we are not sure why their is a question on those. Adrian has also reached out to her to get the names of the clients that had services transferred to them to try to make sure they were taken care of for appointments.

*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. ↩