Business ProfileforMassage Envy

I signed up for a 12 month membership and I wish I never did. A few months into the membership I had some financial issues and asked to freeze my account. The front desk associate said he could freeze it over the phone and that I would need to call to unfreeze it. He never mentioned any paperwork so I was surprised to have my account unfrozen in 2 months which put me in a tough financial spot. A few months later I was having some medical problems that massage seemed to make worse so I wanted to freeze my account until I knew what was going on. I called to freeze the account and the front desk associate told me she would leave a note for her manager to send over the freeze paperwork. She failed to mention that her manager was only there 2 hours a day, works in another location, and may take 48 hours to send the paperwork. Six hours later I called back to find out why I hadn't got the paper and I was angry to find out she is only there 2 hours a day, which explains why her associate is so poorly trained. I asked for the number for corporate and the front desk associate was not even able to provide that. Since I still hadn't heard from the manager late morning on the next day, despite being very firm that I wanted to I called again. That is when I learned that the manager also manages the Mt. Laurel ********* That's when I was told that it takes 48 hours and the manager said she would appreciate some understanding and that I didn't need to call *********** location a second time last night. I tried expressing the complaints I had about my experience at Massage Envy *******, but the manager said she won't listen to me degrade her, will send the papers right now, and hung up on me. The manager wasn't even willing to listen to my complaints.

The form the client requested was sent over in less than 24 hours from her initial request. Unfortunately management runs multiple locations and was very busy that day with commitments at another location and did the best they could as far as response time.

Please make note the bigger issue is not that the manager was busy. The bigger issue is that the front desk misinforms customers and the manager is unwilling to listen to customer complaints because they are "degrading" her.