ComplaintsforMassage Envy Spa Winston Salem

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a year subscription to massage envy for myself and my fiancé. The understanding was we would be able to schedule massages and due to the monthly payment we would have our massages paid for. I have been unable to schedule any massages during this 8 month period from ANY location within a 100 mile radius. I asked to cancel my subscription and was told I could not until December.

  Business response

  08/26/2021

  Hello *******,

   

  I am responding to the customer complaint below.  I don't have much experience responding to the BBB, so please let me know if I am missing anything.

   

  This client initially contacted us on August 6, 2021 by calling the Massage Envy corporate office in Arizona.  Our clinic is an independently owned and operated franchise of Massage Envy, so the corporate office immediately passed the client's complaint on to us.

   

  The original complaint stated "As I have not used my membership and should be done with the one year very soon I would like to request that my membership be cancelled."  We have no record of any prior communication stating that she was having difficulty with her membership.  Clearly from her statement, she recognized the fact that she was in a one-year term.  Our manager reached out to her via email (her requested form of communication) and notified her that she was still in the initial term of her agreement, but that he'd be happy to process a cancellation for her, effective at the end of the term (December 2021).

   

  The client responded to the email stating that she was disappointed that we wouldn't cancel her agreement within term and that "every location that is close to me from Charlotte to Winston to Hickory has been booked every weekend or week day I have tried to schedule".  She then concluded her email with the fact that she was escalating to the BBB.  

   

  Once our manager realized that her issue was that she was unable to get convenient appointments, he emailed her back stating that he would be happy to help her book some appointments or put her on our wait list.  We are VERY busy and our clients need to schedule in advance to get their choice of appointment times, but nowhere in our agreement do we promise to have same-day appointments readily available.

   

  The clients response to our manager's offer to help her book appointments was to say "I no longer wish to work with your company."  along with demanding a refund for membership dues that she paid.  Our response to this was that we would make an exception for her and cancel her membership (while still in term).  Our member agreements clearly state that once a membership is canceled, the member has 60 days to use any services accrued in their account.  Our manager was generous and offered to give her four and a half months (until the end of 2021) to use her services.

   

  Her final response to us was that she will not try to schedule appointments and that Massage Envy is "unable to meet your contractual obligation."  She stated that she will work with her banking institution from here.  To date, she has issued chargebacks with her bank for at least one month's worth of dues.

   

  We continue to hold any accrued services in her account, available to use until the end of 2021.  In fact, we'd be willing to extend that date further, but it seems that she is unwilling to work with us at this point.  We are also ready and willing to help her get some appointments booked to make use of her membership.

   

  In conclusion, we feel like that we have acted in good faith on this issue.  We offered to help her book appointments, we cancelled her membership within the initial term and we extended the time available for her to use her accrued service credits.

   

  Thanks for your consideration in this matter.

   

   

  Jeff H*****

  Owner

  Massage Envy Winston- Salem Market

  1271 Creekshire Way

  3350 Robinhood Rd.

  P: (336) 870-7945 | F: (336) 774-9954

   

   

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  Customer response

  08/26/2021

   I am rejecting this response because:
  
  I as a customer conducted my business with this company in good faith understanding I would pay every month for a membership fee in which I would be able to schedule the appointments I was already paying for. When no institution within 100 miles of my location was able to take my appointments regardless of date or time I requested I became very disappointed. I had spent over $1,000 on services that this company couldn’t render to me. So offering to extend my time to use what I paid for is not acceptable because the problem is that this company cannot meet scheduling needs of their clients. As they stated in their response they are very busy, I do not agree that this company should be able to retain payments for services that they did not render nor can they render. 

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