ComplaintsforMassage Envy
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Complaint Details
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Initial Complaint
12/20/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 12/15 I called to cancel my son *************************** 11am appointment for the facial I had scheduled. Since my son is under the age of 16 they require me go into the room with him. That morning I woke up around 10:15am after being up all night with a fever and called them immediately to cancel. I told them I was very sick (probably Covid) and I could not come in and they insisted on charging me for the spa service my son never received because they said I didnt call 24hrs in advance. Obviously I didnt call the day before because I was fine the day before, I started feeling sick late the night before the appointment. I would understand them charging me for the service if this is something I did on a regular basis but That is not the case. As a matter of fact I have only ever been there once for myself and I kept my appointment. I would never walk into a place of business and possibly infect everyone with Covid so I had to cancel. I would like them to refund the $57.50 that they charged my discover card. ( Discover card is in my name *************************) I would also like them to realize that is not good business and other potential customers should be aware of how incentive this establishment is.Business response
12/31/2021
*************** contacted the Massage Envy twenty-two minutes before her son's facial appointment. When advised of our cancellation policy, she then stated that her son was sick and could not come to the appointment. Her BBB complaint states that she was sick throughout the night before the appointment.
Our voice mail is available twenty-four hours, and we maintain a wait list for members and guests who want appointments. If we had received notice at 8:00 am when we opened, we could have filled that appointment, and **************** would not have been charged for the cancellation. She was charged one half of the cost of the service as a courtesy.
We shall refund ******************** $57.50 per her request, although her last minute cancellation caused our esthetician to lose an income opportunity.
Sincerely,
*********************, Owner
Massage Envy
******, **
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.