ComplaintsforMassage Envy
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Complaint Details
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Initial Complaint
08/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I had a membership with Massage Envy which I cancelled back in March. I was never charged in April or May and then all of the sudden started getting charged again in June. I have contacted the company numerous times without getting a response and am still being charged for services not received! I am out almost $400 and it’s completely disgusting for a business to behave this way.Initial Complaint
03/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Friday, March 1, I had an appointment scheduled with Massage Envy at the Turnersville location based off a promotional call from the business for a $75.00 service to return to the location.On Friday, March 1, the day of the appointment, I went to my local urgent care at 8:30am and was diagnosed with Strep Throat. I called the Massage Envy, Turnersville location at 9:22am and was sent to voicemail to leave a message for a callback from and associate due to none being available at that time. I left a message that I was diagnosed with Strep Throat and would not be able to make the appointment and asked for a callback from an associate to reschedule my appointment at a later time. I noticed a an associate left me a voicemail around 12:05pm on the same day saying I did not arrive to my appointment yet and that if I did not show up by 12:15pm that I would be charged 100% for the appointment. I missed her initial call because I was resting from being sick.I called back later that evening on March 1, and spoke to the call center and then passed to an individual at the location who told me they would have to talk to the call center to verify the voicemail details and they would call me back. I did not receive a call back so I called back later that night and talked to a representative at the call center who told me they located the voicemail but could not move forward until talking to a manager at the location to resolve and was advised to call back the next day. I called back the morning of March 2, and was given the run around about how their were no notes on the account and then was told another story that was incorrect about what was actually said on the voicemail. After asking to speak to a manager, was put on a long hold and then told that they located my voicemail and it did state I was sick, but he could still not let me speak to a manager or his direct supervisor yet. I have a doctor's note, if needed to resolve this issue. Please refund me the full $133.28.Initial Complaint
04/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
During the 2019 COVID shut down, the business reached out to customers to request we continue monthly payments for sessions to help out. I did this and upon reopening I have made numerous attempts to secure appointments to no avail. each time I called or logged in to the app to make an appointment Massage Envy did not have appointments available. I made attempts in **, ** and VA to use my sessions I was charged for. I moved form ** to a rural area of ********** on military orders. I requested a refund and was told "we don't do that". So my understanding is in the last 2 years they have not had availability for me to get an appointment and they continue to charge me for a service they are unable to perform. I simply want my money back, especially since there aren't even locations close to me I can use them.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.