Complaints

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a Massage Envy membership since before the Pandemic. I would go 1-2 times a month. In 2020, the pandemic happened and we had to move for financial reasons. Where we moved did not have a local Massage Envy (as well as the pandemic) so I was unable to use my credits, so they built up. I have tried to cancel and get a refund a couple times over the years, but they said I would loose all my massages saved up and no refunds allowed. They owe me about $2000 in monthly membership fees. The closest Massage Envy is over 40 minutes away (Manchester, NH) and scheduling is a nightmare. Nothing is available on the weekend, and finding 90 minute massages, which almost justifies the 80 minute commute are hard to get. At one point I have weekly massages scheduled, but I guess the person who was doing the massages quit or left the company, so all my appointments were cancelled. They gave me another option of paying $20/mo to use the credits I already paid for. I just want a refund and to cancel my membership. I would like to be able to open an account in the future if they open a branch in Concord, NH, but Manchester is too far and inconvenient. I reached out to them and tried to resolve but they are a wall. I attached our correspondence.

  Business response

  01/16/2024

  We do not offer refunds but offer freeze+ or extended time to use hours after cancellation. We do have new therapists and can offer appointments, but per the agreement, we do not offer refunds, there are other options we can help with. Freeze, freeze+ or extended time to use hours after cancellation.

  Customer response

  01/18/2024

  
  Complaint: ******01
  
  I do not accept the business's response as a resolution to my complaint because: I'm not paying your business more money to freeze my account. I can't use my credits if my account is frozen. Manchester is too far away to make it worth my time for a 60 minute massage, I'd be spending more time commuting than actually using your services. If you want to keep my account open for credit use indefinitely (without charging me any monthly fee) I will try to use the credits up over time.
  
  Sincerely,
  
  ******* ********

  Business response

  01/26/2024

  Hi the cancellation may be processed by filling out the proper forms and sending these to the clinic directly [email protected].
  As for the request of extending the hours for an unlimited amount of time, this is not something we can do. 

  Customer response

  01/26/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: If I cancel the account, I will lose close to $2000 worth of services I've already paid for. I want the refund then because using the credits with the current circumstances would be impossible to do, especially if I'm being charged $70 per month and adding another monthly credit. I'm not paying $20/month to use $2000 worth of services I have already paid for. If you are not willing to waive that monthly fee, I want a full refund or remaining service credits.

  I suggest in the past that we pass the credits onto my parents since they live near a Massage Envy and use their services frequently. Massage Envy turned down this idea as well.

  Sincerely,
  
  Jessica Kretovic

  Business response

  01/26/2024

  Hi can you please help close this review, the client has been offered all policies options that are found in the agreement she signed and this client keeps responding with unsatisfactory results. However this is all listed in the contract she has signed and there is nothing more I can offer. I have provided her with all the information there is to provide. 

  Business response

  02/06/2024

  This has already been addressed. Please view previous response.

  Customer response

  02/07/2024

  Please explain to me when I'm supposed to use my 30 hours of credit? They have no availability on the weekends, I work Monday-Friday, 8-5, when am I supposed to use $2000 worth of service? The days listed are midday.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contract to get a monthly massage, although I could never get an appointment during a time I was available and appointments were often canceled by the company. They continued to charge my credit card even after I told them they did not have my permission to charge the card. They are now refusing to refund money after a 12 plus months of charging me monthly.

  Business response

  11/21/2023

  With 1200 locations nation wide, and the full availability that we do have within our Manchester NH and Nashua NH clinics, we do not offer refunds, as there are options with scheduling. We also offer freezes should clients want them to take a break from monthly payments. Per the signed agreement, we do not offer refunds, we can accommodate client with cancellation of membership, client must fill out a cancel form or freeze the account by signing form as well. Client must call the clinic and ask to speak with either ******** or ******. 
  
  

  Business response

  11/21/2023

  With 1200 locations nation wide, and the full availability that we do have within our Manchester NH and Nashua NH clinics, we do not offer refunds, as there are options with scheduling. We also offer freezes should clients want them to take a break from monthly payments. Per the signed agreement, we do not offer refunds, we can accommodate client with cancellation of membership, client must fill out a cancel form or freeze the account by signing form as well. Client must call the clinic and ask to speak with either ******** or ******. 
  
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I became a Massage Envy customer agreeing to a monthly charge of $75 in exchanged for a 60 min. credit a month to use for a service. I was not able use my credits as desired because the company did not have appointments available. This went on for apprx. 8 months and i requested to cancel my membership. This was not easy and they declined to let me cancel my membership at first, however, after I read their policy, a change in address that is a specified amount of miles away allows you to cancel your membership. I did move to a new addresses, and the millage allowed in their policy for me to cancel with a 30 day notice (it should be noted I had to pay another $75 in that month timeframe). After I canceled my membership I was told that per their policy I only had two months to use all my credits. I have rearranged my schedule, taking days off of work to use the credits. They have canceled my appointments on multiple occasions and do not have times that that can reschedule. I have been more than understanding and have tried to work with them. It is at the point that the only way to fix the issue is a refund , they have refused to refund me, and continue to cancel my appointments. I am looking for help for a my full current credit balance of $ 450. Thank you for any help of guidance you can give me.

  Business response

  06/06/2023

  This client has cancelled these appointments we only canceled one, she has canceled the other appointments. See below:
  She became a member on 5/29/22
  Had a service on 5/29/22 and 6/28/22
  Next service was 4/28/23 that she cancelled
  Had a service on 4/30/23
  We had to cancel her apt on 5/27/23 therapist was out sick.
  She cancelled her appointment on 6/3/23 and
  she has an appointment scheduled on 6/9/23.
  
  On 3/27/23 she cancelled her membership and had until 6/5/23 to use her accrued hours, due to that one cancelled appointment, we gave her the offer to come in and use her hours on 6/9/23 to help even though the hours are expired.

  After her 6/9/23 appointment she will have 4.5 hours accrued left over (expired) and the manager has already agreed to extend her termination date out further so she can use these hours remaining for another 60 days. 
  
  All of the steps taken were per the agreement she signed and no refund will be given.

*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. ↩