ComplaintsforMassage Envy
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Complaint Details
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Initial Complaint
11/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased a (1) year contract, was not able to utilize services soon after that due to physical injury, continued to pay the monthly fees despite not utilizing services, informed ***************************** and many other coworkers to please not move forward with any charges once my year was paid, they charged the full year and now harassing me that I have overdue charges, Id like these unfair attempts to cease, appreciate any help..Initial Complaint
08/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I asked to close my subscription with Massage Envy because the massages made my back pain worse, not better. They refused. I asked again and the manager agreed to forward a letter from my doctor. He has not done so. They continue to bill me for services that are contraindicated. The account must be closed immediately and my charges must be refunded.Business response
08/26/2023
************************* joined a 6 month wellness program in May 2023 and was responsible for 6 monthly payments prior to her account cancelling. ***** contact the clinic on 08/10/2023 putting in a request to cancel her membership. ***** then requested to transfer the one benefit in her account to her son to use as she find that our services are not beneficial for her. We completed the transfer to her son and I explained that if the account is to cancel and if her son doesn't use the service while account is in cancellation mode then will have 60 days to use the benefits prior to it expiring. We explained to ***** that the manager would reach out at his earliest convenience to speak about the account as she was still within her 6 month agreement. The manager contact the client on 08/17/2023 explaining the process on cancellation and requested a doctors note due to still being in term of her agreement, documentation needs to be provided stating she's unable to receive these services based upon Massage Envy Corporate Cancellation. An email was sent from ***** on 08/18/2023, a letter from her doctor stating she's unable to receive services. ***** contact the clinic on 08/18/2023, more than 6 times demanding to speak to the manager, all front desk associates and explained that the manager was off today Friday 08/18/2023, we've printed the doctors note and have placed it on the managers desk to review. ***** demanded to know the managers personal information, phone number and email. We informed her that we cannot pass out the information and have the manager reach out at his earliest convenience tomorrow Saturday 08/19/2023 when in. On Saturday 08/19/2023 at 8:46AM the manager contact ***** via phone, letting her know that he received her doctors note and will not need anything further as her account has been terminated. No further ******** scheduled to process.Initial Complaint
11/17/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
May 26, 2021, was my contact date via email. I had spoken to the location numerous times to get a resolve.My Aunt was a member of the ************ Massage Envy. She became ill, and is dying. She could not use the membership. They would not cancel her membership without her losing more than 25+ sessions, worth thousands of dollars. I was able to take over the sessions and pay a freeze charge to use the sessions. I am finally down to my last session and contact the store to find out what I needed to do to cancel any further freeze plus fees. They told me that I would need to unfreeze the membership and pay a full months membership $70+ before they will cancel anything. They also charged me a full month after I took over the sessions, which was not agreed upon. I need assistance cancelling any further charges to my credit card. I never signed a membership agreement with them. The membership agreement was only signed by my aunt. She has asked many times for a copy and they have never provided it to her. I ask for a copy today, and waiting for it. This company has very questionable business practices and I do not to deal with them.
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Contact Information
Crescent Plaza, 184 Columbia Turnpike
Florham Park, NJ 07932
Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.