ComplaintsforMassage Envy
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Complaint Details
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Initial Complaint
07/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We have multiple credits for massages. We have time off in the summer which is when we use them. We called to schedule multiple massages and many of them we unavailable most of the summer. When we asked to speak to a manager we were rudely cut off. The manager never called back while massage envy has many hundreds of dollars worth of massages owed to us.Initial Complaint
06/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In March 2023, I decided to join ME on a month-to-month basis to relax after recovering from Cancer treatments. After the first month, I noticed a trend of appointment cancelations due to lack of availability of massage therapists. At that point- I requested to cancel my month-to-month membership...and that's when things began to go down hill from there. After multiple calls and in-person visits to address my concern with the manager- one fee was returned, the other I used as a massage credit. I received confirmation that my membership was successfully canceled only to have the fee illegally withdrawn (without my consent/violating EFTA) again. I checked my account again today and to my surprise they took another fee...smh!! It's a shame to lose good customers over poor business practices. The massage therapists were great- Management and their practices are the issue. Myself and other victims are looking into filing a class action lawsuit at this point.Business response
06/19/2023
There was a processing error on the account and these issues have already been corrected. The charge from June 12 was refunded that same day to the client at 9:24 a.m. (24 minutes after we opened that morning) and the account was cancelled no further charges will occur. This was explained to the client on June 12 when the payment from the date in question was refunded. In summary the client was contacted and the errors were corrected on June 12.Customer response
06/19/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.