Business ProfileforMassage Envy

Do not sign up for a membership with this company. What they do not tell you up front when they are trying to sell you on their membership is that you cannot cancel at anytime without penalty. Also, if you have already paid them enough money to receive 6 massages. They will not refund you, nor will they allow you to receive those services unless you pay "more" money.I have been paying Massage Envy $75 monthly. I understand that it's my fault for not using my monthly massage in the same month I paid for it; however, I have paid this company $450 and have not received the services I paid for. They called me and told me that I had to pay $75 more to "activate" my account in order to use my credits I have already paid for. I told them I was not paying more money until I get what I have already paid for. I asked the person I was speaking to if I could talk to someone higher to receive the services, and she said I could talk to "other people" but they would just send it to her and she will not approve that. Not to mention, every time I went to ask her a question she spoke over me repeating herself. I asked her to please stop speaking over me and did not hear a apology on the other side, but only heard silence and "that's our policy".I told her, if that's how they do business, I will no longer want to be a part of it. So in order for me to get my money's worth of services, I will have to pay an additional $75 to activate my account. This is a joke to me, and after I have done this to get my money's worth back I will no longer do business with this company.Solution to the company: I understand that you cannot offer a $75 discount to someone that is no longer paying you monthly, but you need a cash out option for people to use their credits even if it's to the full price services.Example: If your regular price for a massage is $150 and I have already paid $450 of unused services, I should be able to put the $450 to a $150 massage.

Good Afternoon Kailey. Thank you for sharing your concerns. Based on your 12-month membership agreement that was signed by you, your membership has to be in an active status for you to use the services that you have accrued. Additionally, your services roll over each month, even if you are unable to use them. Your membership is currently suspended for your 11/20/23 payment. Once you pay this, all of your services are available to you to use at your convenience. I am happy to assist you in this, so please feel free to email me at **************************** You,*********************** Vice President of Operations