ComplaintsforMassage Envy Rivergate

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pay $85.00 a month for a Massage Envy membership and continue to accumulate credits as they often cancel appointments and I cannot get in there. They have cancelled 2 appointments on me in the last 2 weeks. I simply asked to be refunded a month after the 2nd cancellation and they said my credits do not expire. I said I keep accumulating as they cancel. I asked to speak to a Manager and have not been called back in over 24 hours. 06/05, they texted me at 12:02 to tell me my 9am appt on 06/06 was cancelled.06/17, they texted me at 8:43 to tell me my appt in 17 minutes was cancelled.Both times, same tech was not felling well.I asked to speak to a Manager and they said one was not available on Monday (6/17). They told me they reached out to one and they should be contacting me 6/18, but it is 12:30 and I have heard nothing.They are essentially just taking my money if they continually cancel my appointments and this is far from the first time they have done this. I have text proof of all of this from June.

  Business response

  07/09/2024

  This complaint has been addressed and a solution has been provided for this Client.

  Customer response

  07/09/2024

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

   

  Yes, they called and resolved last week.  Appreciate your assistance!

  
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Oct. 2023 This was the last time I used Massage Envy services.Nov. 7, 2023 I cancelled services with Massage Envy Rivergate in ********* due to medical reasons. I physically went to their office and spoke to 4 staff members simultaneously (at least one of them was a manager). I filled out their cancellation form. Dec. 2023 Massage Envy Rivergate charged my credit card without authorization. I called their office; left a voicemail that clearly stated they are charging my account without authorization and that I filled out a cancellation form in front of 4 staff members on Nov. 7. They refuse to respond. I then filed a complaint with my bank. My bank informed me that Massage Envy told them that I did not cancel; however my bank agreed with me based of "proof of cancellation" that I provided. My bank ruled in my favor and credited my account. My bank caught Massage Envy in a lie. Jan. 19, **** Massage Envy charged my account again without authorization and again I reported this dispute to my bank. Massage Envy is now in violation of committing fraud as they attempt to keep billing my credit card without authorization. My bank now will file another dispute with Massage Envy and send documentation of this fraud to Mastercard because they are now in violation of Mastercard merchant agreements. Massage Envy thinks they can continue to bill me without authorization even though I have written proof of cancellation, even though I went into their office and spoke to 4 staff members to cancel when I filled out the cancellation form they gave me, and even though I left them a lengthy voicemail recording of cancellation. DO NOT use their services. They are stealing money from customers by charging customer credit cards without authorization.

  Business response

  02/14/2024

  We have sincerely apologize for any misunderstanding caused by the continued charges following ************************ cancellation request. Upon reviewing her account, we understand that there may have been a miscommunication regarding the cancellation process.

  As a courtesy to her, we will process a refund for the charges incurred after her initial stated cancellation request. ******************** joined a 12month wellness agreement 6/18/2023 and gave consent for Massage Envy to charge her a monthly fee of $85 to accrue a 60min session each month. Please note that while she did initiate the cancellation verbally through text, Her 12month wellness agreement was not fulfilled and her account was not eligible for cancellation. Although the proper cancellation forms may have been submitted there may have been a miscommunication upon the terms of our membership cancellation policy, which may have resulted in the misunderstanding of the  continued charges.

  Rest assured, we are committed to ensuring a smooth and hassle-free experience for all our customers. ************************ refund will be processed promptly, and she will receive confirmation via email once it has been completed.

  We appreciate your understanding and patience in this matter. If you have any further questions or concerns, please don't hesitate to reach out to me directly.

  Thank you for bringing this to our attention, and we look forward to resolving this issue for her promptly.

  *********************** | Clinic Manager

  Massage Envy Rivergate
  *********************** 

  Customer response

  02/14/2024

   
  I am rejecting this response because:

  CUSTOMER RESPONSE to ***********************/14/24
  Massage Envy communicates as if they have completed their end of this process.  They have NOT.  Massage Envy has only refunded one $85.00 transaction as of today (02/14/24), but they owe me two $85.00 transaction refunds.  They charged my account twice without authorization after my cancellation. They are to refund 2 payments.  My original complaint with BBB was for the one refund of $85.00 but after I filed my complaint they charged my account a 2nd time in mid Jan. **** after my initial cancellation. I had to file a 2nd complaint with my bank and as of 02/14/24 (today) Massage Envy still needs to  refund this 2nd unauthorized transaction.  

  Also note, I cancelled with them by filling out a written form at their office in front of 4 staff members, I cancelled with them again via text, and I cancelled with them again via a recorded phone message so there is no excuse of miscommunication as cited in their response.
  
  
  

  
  

  Business response

  02/21/2024

  All requested/eligible refunds have been honored in this matter. Client was refunded for Nov 2023, Dec 2023 and Jan **** Charges $85 for each month. Upon her request as she stated Nov 7, 2023. Her account has been cancelled and no further charges have occurred. Please let me know if you need anything further, Thank you! 

   

   

   

   

  Customer response

  02/21/2024

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

• Initial Complaint

  09/07/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I sent an email requesting that all of my appointments be cancelled on 8/8/22 and I completed and emailed my membership cancellation form on 8/8/22. When I did not receive confirmation that my membership had been cancelled I re-sent the same form on 8/12/22. I still have not heard anything from massage envy. I got a text about an appointment on 9/5/22 and I responded by letting them know via text that I requested my membership to be cancelled as well as any appointments I may have. I also sent and email on 9/5/22 and I left a voicemail on 9/7/22 requesting to speak to a manager and I still havent gotten a response. I would like to speak to someone who can confirm cancellation of my membership. I originally sent the form as I mentioned on 8/8/22 as I tried to follow the correct steps by submitting the form in writing. I have also called and I continue to get their voicemail,. The least they can do is provide a timely response. This is frustrating I just want to cancel my membership, it shouldnt be this difficult.

  Business response

  09/08/2022

  The client was reached out to on 9/7 and was able to communicate her frustrations to the clinic manager directly. We provided confirmation of her cancellation and cancelled her future appointments.

  Customer response

  09/08/2022

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I previously had a long-standing monthly membership with Massage Envy but became increasingly frustrated at their rate of cancelations. More often than not, my appointments were canceled after I had made arrangements to clear my schedule of work duties and made arrangements for child care. Each cancelation forced me to pay a cancelation fee for the childcare. I canceled my membership and took a break for quite a while. Two months ago I decided to give them another chance to earn my business and you guessed it. Two months into the contract and two canceled appointments and two more cancelation fees for child care. I asked for my membership to be canceled and was told there was a six month commitment. I am asking that my previous long-standing relationship be taken into consideration and my membership be canceled since I am a not once but twice dissatisfied customer. I spoke with the manager of the Steelecreek location and was told no and I emailed guest relations and was told that each franchise handled their own membership questions. I am extremely frustrated with Massage Envy's practice of last-minute cancelations and cannot afford the fees that are associated with having to cancel my personal commitments.

  Customer response

  08/11/2022

  The original contract with Massage Envy was signed probably 5+ years ago and was successfully canceled probably 3+ years ago.  I did not keep a copy of the contract after the cancelation.  When I renewed two months ago, I was not given any new paperwork with terms or conditions.   

  Business response

  08/22/2022

  We are contacting the client to let her know that we will cancel her membership per her request. We do not have a signed wellness agreement on file for her, since she renewed. 

  Customer response

  08/22/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I canceled my membership back in October 2021 and they have charged a member and even late fees for every month since. It is now February 2022. I had made daily calls in December trying to figure out why I was being charged. No one would answer my calls or return voicemails.I had to resort to calling from different phone numbers to reach this business because they won't answer from my number. I was finally able to reach a manager by calling from another number, and was told they would stop the charges while looking for my cancelation form. This form was submitted in person in October 2021 and has been filled out 3 ***********************. I am still recieving charges. I now have 12 massages I've paid for but am unable to use. I had to resort to canceling my credit cards so I won't be continuously charged. I have spent a lot of money in using this business and tipping well for all services. Regarding the TWELVE massages and late fees, it comes out to nearly $900.00 from overbilling and not being able to use the paid-for services.

*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. ↩