ComplaintsforMassage Envy

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - I have held a membership with them for about 9 years, with very few problems until now. - Since January 2022 I have been trying to schedule services for which I have already paid ($65 monthly fee) - they do not have enough massage therapists to meet the demand, and I have been unable to secure massages ~ for which I have already paid ~, despite phone calls, visits, and searching their online appointment calendar --- I have uploaded an email thread for you detailing my attempts to recoup payments they should not have taken from my credit card: - On March 8 I signed a "freeze form" and emailed it ~~ they still took $65 from my account instead of the $10 listed in the form. When I asked about it in person, I was told I had "not" returned the form. I could not confirm the truth until I was home at my computer - On April 10, they charged ANOTHER $65 to my account, instead of the $10 -- I have been emailing to at least get that $110 returned to me, and they have stopped replying --I've asked for the Franchise Owner's contact info, to discuss this ~ no response I want AT LEAST that $110 returned to me, if not additional payments I have made (at least 5) for the services they are UNABLE TO PROVIDE, yet have charged me for -- I have this membership for the therapeutic massages ~~ they did tell me to "get a facial instead". That is not what I signed up for. ~~ They keep charging me for services they are unable to render ~~ this is categorically wrong, and costing me a lot of money for no return

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/04/22) */ After reviewing the information provided by the client and speaking with the Director of Operations for this location, we have determined that there was a miscommunication on our end. Additionally, we reached out to ********* yesterday and refunded her (2) payments, as well as processed her Freeze Request Form as originally submitted on 3/8/22. The client has responded to our refund email and is happy with our resolution. Consumer Response /* (2000, 7, 2022/05/04) */ Thank you so much I am happy with the resolution to this issue. I don't believe they would have ever refunded my money if you were not involved. Have a lovely day,

• Initial Complaint

  02/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After receiving a massage on 02/21/2022, I attempted to pay for my visit with a massage envy gift card and the business refused to take it. Initially, I was told that they required that the gift card be printed out. They provided an email for me to send the gift card to and they would print it out. After the receptionist printed my gift card, she proceeded to start asking questions about it. She asked if I had the gift card in an email, I told her no that I have it on an app. She asked if the card was purchased from massage envy, I told her it was purchased from an app. The receptionist proceeded to tell me that she was sorry that I had purchased a invalid or probably stolen gift card. I told her that the card was purchased through an app, and that I have been buying cards from this company for several years. She told me that they could not take my giftcard b/c it was not purchased from them and that it was probably a stolen gift card. She supposedly contacted her manager & store director & they all said that they could not take my card. I informed the receptionist that I have used the cards in their location & other massage envy locations & no one has every asked me where I get my gift cards from. The receptionist continually implied that my gift card was stolen & that they have these policies in place to prevent people from using stolen/lost gift cards. The receptionist did scan my massage envy card and said that it was a valid card, that it had money on it, but because I did not purchase it from them they would not accept it. The "policy" that they supposedly now have was not posted anywhere. They do not have signs up indicating that they will only take printed, massage envy giftcards purchased from them. The receptionist indicated that she would pull my membership visit from March to cover the visit since I only had my card for the visit. I did not plan nor want to use my March visit to cover the visit. I would like my March visit refunded

  Business response

  07/10/2022

  Business Response /* (1000, 5, 2022/02/28) */ The client, ******* *******, presented a gift card on her mobile device that we cannot accept due to it being fraudulent. Our gift card policy is strict and we are not aware of how this gift card was purchased as it was not purchased at a Massage Envy location, online at MassageEnvy.com, or at an approved third-party location such as Target. We will not be refunding the service for March as she received her session and was required to pay for the service received. We are happy to share our gift card policy as well as the document that outlines what our gift cards look like, and which ones we are allowed to accept.

*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. ↩