ComplaintsforMassage Envy

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My spouse and I have had memberships to Massage Envy for approximately 10 years. We always leave a 20% gratuity on the credit card they have on file. It came to my attention recently that they were taking a 20% gratuity on the price of a NON-MEMBER rate which is much higher than what we pay as members. I only went as far back as May of 2021 and have calculated that we have been overcharged over $500 during this period of 20mths. They were taking 15% MORE. Obviously much more has been overcharged during the course of our tenure of membership. This is grossly misleading as nothing was ever said to us at the time of checkout. Why would we think we were paying a gratuity on the non member price.

  Business response

  05/02/2023

  *****************, 
  
  We do apologize for any misunderstanding or miscommunication that *** have taken place in the location between you, your spouse, and our staff. Gratuities are always greatly appreciated, however, every single client (member or non-member) that walks through our doors has a different preference as far as this subject is concerned.
  
  It is for this reason that we post "Gratuity Guides" on either end of our check-out counter as well as inside treatment rooms and restrooms. These guides break down what "15%, 20%, 25%" mean to us when we are checking out services. The corresponding dollar amounts are based on "nonmember pricing" because that is the full price of the service.  
  
  The perk of being a member is that you're receiving the same quality of service as a nonmember paying full price would, but you're receiving it at considerable savings in comparison. So while your own member pricing is heavily discounted, the posted gratuity guides that our staff follows are based on the VALUE of the service. Your gratuity, no matter the amount, is always paid in full to your massage therapists as a token of your appreciation and a reflection on the quality of service they've provided. We encourage you to ask for management directly should you ever find yourself dissatisfied with your service. 
  
  Once again, I'd like to stress that gratuities are greatly appreciated but are not required and we fully understand and respect any preferences you *** have regarding the issue. Should you choose to communicate a preferred dollar amount, we can notate that on your account for future checkouts so that there is no room for confusion going forward. 
  
  We sincerely apologize for any frustration this *** have caused. We are so thankful for your loyalty and continued business through the years. We do hope and look forward to serving you both and helping you feel your best for years to come. Please do not hesitate to reach out to management directly for any additional concerns or feedback.  
  
  

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