Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They’re record keeping in incorrect and unfair. They deducted the fee for massage in advance. When I showed up for the massage 4 months in a row they didn’t have a masseuse available and still charged for it. They won’t work with me on it and say that I’ve not shown up once and that I’ve had a massage with someone named Anthony which is not true. I believe they owe me 2 massage’s I’ve paid for already bin try to work with them but they aren’t helping me. They’re stealing money from people I know of a few other people they’ve done it to. I just want what I paid for. I’ll take a refund to my credit card for 2 massages

  Business Response

  Date: 08/15/2024

  Thank you for bringing your concerns to our attention. We value all feed back as it helps us improve our services. 

  Our records indicate that there have been instances where appointments were missed without prior notice. As per our cancellation policy, which requires a 24-hour notice for cancellations, no-call no-shows are charged 100%, and same-day cancellation incur a 50% charge. 

  On 6/10/24, you did not show up for you appointment with Anthony, so we charged you 100% for that missed appointment. You were scheduled for another appointment on 6/24/24 with Anthony, which was also a no-show. As a courtesy we did not charge you for that missed appointment. 

  We understand that unforeseen circumstances can arise, and in effort to accommodate, we waived a payment and only charged for the subsequent appointment. 

  We send friendly reminders via call and text the day before a client's appointment. When you were booked, you received an email to confirm your appointment. We have confirmed that we have your correct contact number and have records of all the texts and calls sent to you, as our calls are on a recorded line. 

  We strive to maintain fairness and consistency with all our clients. Our policies are in place to ensure that we can continue to provide high-quality service to everyone. We appreciate your understanding of our policies. 

  Best Regards, 

  ******* ********

   

  Business Response

  Date: 08/22/2024

  Massage ****

  Cancel/Reschedule Sessions: You may cancel or reschedule an appointment with no charge by giving us notice no less than 24 hours preceding your appointment. Same day cancellations or appointment maybe charged at 50% of the scheduled service price or half of one accrued but unused monthly session. If you do not call to cancel and do not show up for a scheduled appointment, you may be charged the full service price at the rate specified in this Agreement or one full accrued but unused session.

  Cancellation of Wellness Benefits  : During the Initial Term, you may cancel this Agreement if: (a) you provide written proof (e.g. ,executed mortgage or rental agreement, utility bill, car insurance) that you have moved more than 25 miles from your residence on the date you signed this Agreement and such relocation also puts you more than 25 miles away from any Massage ****® location; or (b) you provide a written statement from your medical provider certifying that you are unable to receive massages for medical reasons ;or (c) other extenuating circumstances exist that we decide in our sole discretion permit you to cancel during the Initial Term. Payment Terms BUYER MEMBER*****************************18thBUYER MEMBER Cancellation/Use and Accrual of Wellness Benefits BUYER MEMBER

• Initial Complaint

  Date:05/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their staff quit on them so they canceled my appointment in April. I called to reschedule and was told someone will contact me. No did. I called again in May to get my appointment, I was told someone will call me. I went in person wanting to talk to the manager I was told she will call me. A week later and two months into this she finally called me back. I asked to be refunded for the appointments that they charged me for with no service. She replied they are staffed now and could get me in. I am not interested in any service from them. I would just like to be refunded for the two appointments that were charged but not done. This location is mismanaged. I am a manager and I would not talk to a customer the way she does and if I could not get someone out to do a service then I would apologize and not charge them. I also believe that they should not charge you until they complete a service for this reason it’s bad business

  Business Response

  Date: 05/30/2024

  I am following up on the issue regarding ******* cancelled appointment back in April. We truly apologize for any inconvenience this may have caused *****. Since then, we have made significant efforts to reach out to all of our valued members and letting them know we have hired 8 new therapist to ensured our clients of our open availability. We were thrilled to see ***** visit our clinic and let him know in person of our new hires and we could get him booked. That day we had our new hires on the schedule, but we just were not able to open their schedule to get booked because we were waiting for their ************ ******* **** *** ***** *****. The front desk associate got ******* number and let him know we would give him a call as soon as the therapist schedule opens up. **** gave ***** a call the next day after ******* visit to the clinic and offered him to book appointments. ***** did not book any appointments and requested that a Manager call him. I ******* *******z the Clinic Manager called him, we addressed his concerns and he requested to speak to our General Manager. Since then our General Manager ****** has made many efforts to speak to ***** per his request. 

  Customer Answer

  Date: 05/31/2024

  Complaint: ********
  
  I am rejecting this response because:
  No one has reached out and they breached the contract and I want my 130.00 back. They continue to lie about the situation. They can’t keep employees because this branch is miss managed. I will not go in to get treatment leaving the only option of a refund. 
  
  
  Regards,
  
  ***** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 06/16/2024

  6.1.24 ***** ******n came to our Clinic **** ******** ***** *** * ***** ** ** *****, walked through our doors demanding a refund, cussing at the Sales Associates, pointing in their face, and threatening their life. We have video tape of the incident along with 3 witnesses. He is no longer allowed at any Massage Envy location. He was issued a refund of $129.82 on 6.5.24, his membership was also terminated.