Complaints

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I scheduled a chem peel on 8/20 for 8/21 at 11:00. Flash forward to 10:56 on 8/21 I get a call from another employee canceling it because I was 12/14days out from my last one. They waited until 4 minutes before the apt .. when I was pulling in to cancel after I had driven an HOUR to get there. Then after I explained I was trying to control my facial breakouts for my wedding next month she offered a back facial again. When asked if I would be charged for not coming (because they canceled) she said not this time..... THEY ARE THE ONES WHO BOOKED ME. I asked the woman who originally booked me to look up my acct. before booking and she stoll booked me. I have budgeted for these services to help my skin before the wedding (on an already tight budget) and now I've wasted 2 hours of driving and gas.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've attached the letter I submitted when I filed a dispute with ***** to get $75 of the $125 refunded. The $125 for the massage was paid by charging $75 and $50 was a gift certificate. ***** denied refund because they said I received the massage serviso so I need to dispute with the company directly. I received a reply from a corporate office in AZ (attached) who said they escalated this to the Buffalo location twice now to no avail. Since that time, I left a detailed synopsis on the ****** In profiles of **** *******, former CEO and currently on their Board of Directors and **** ********, the new CEO. Neither of them has responded either. Based on the D & F ratings I'm seeing in the Buffalo market, Massage Envy and it's franchise owner does not care one bit about a disattisifed customer. They have blatantly ignored me and I am frustrated beyond belief they are able to continue to do business in this market without accountablility whatsoever for restitution with a valid complaint of their massage services.

  Business response

  07/15/2024

  Thanks Kevin!  I have reached out to the branch to get more information.   Thanks, Janine  

  Business response

  07/16/2024

  She's been reached out to multiple times. Has been spoken to by multiple people and still has not responded back to my email from a week and a half ago.

  Customer response

  07/17/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards,  ******* *****

  Customer response

  07/24/2024

   Below are the 2 emails I sent to Lindsay.  The first one was prior to us speaking; the 2nd email is after we spoke on 7/18/24.  She refused to provide me any sort of compensation.  After reviewing their D- reviews on BBB and on ******, it's apparent my issue is not an isolated one.  After speaking to Lindsay, it is quite apparent management at the company does not care about bad reviews, their rating in the Buffalo market, their brand, and they certainly do not care about doing anything for a dissatisfied customer.  I have contacted the local TV stations to see if they are interested in doing an investigation of their poor business practices and how it has affected hundreds, if not thousands in this market.  I am also sending a letter to Massage Envy's Board of Directors and the new CEO of the company with copies of the emails I've sent with a timeline of what I've had to endure to get some sort of compensation to see if this may accomplish a different result.******* *****

  Business response

  07/30/2024

  Service was provided so we are unable to provide a refund. 

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 16, 2023, I had canceled my membership with Massage Envy through email. On December 16. 2023, I also called Massage at ###-###-#### and had all of my remaining appointment canceled. On December 19, 2023, I received a confirmation email from Massage Envy stating that my membership was cancelled and that I have a 2-hour credit. It also stated that all credits and promotion will expire on February 27, 2024. I accepted this and willingly lost my two-hour credit with Massage Envy. Today, March 9, 2024, Massage Envy charged my credit card $55.00 for a missed appointment. As stated above, I called and had all of my remaining appointments cancelled. This is nothing but a fraudulent charge by Massage Envy and the $55.00 charge should be reversed immediately.

  Business response

  03/27/2024

  The business has responded to the complaint but asked that their response not be published.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was at the Massage Envy on 9-15. Before I went into the business, I received a text stating that facials were 1/2 off. I asked if that included a chemical peel and was told yes. I paid $66 upon leaving. While I was driving home, Massage Envy called me and said that they charged the wrong customer and it was actually $166. I was told they refunded the $66. I was then told that the chemical peel was NOT half off. I paid the money. I called my bank that night and the refund was not done. I called corporate and they said I had to deal with the Amherst manager. The manager, Mia, has not called me back despite being told that she would. I would like a refund and I would like to be released from the year contract. I no longer want to do business with incompetent employees.

  Business response

  10/09/2023

  Hi,  The Regional Manager reached out to the client on 9/25 apologized for our error. Explained the situation in detail, admitted errors and poor service based on assumption. Went to detail that Mia is new and in training. The customer was happy at the end of this call. To quote “Thank you - All I really wanted was the proper $66.00 credit”. Thanks, Janine Customer Relations

  Customer response

  10/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I still do not trust this business.  I would like a 166.00 refund as well as a release out of the yearly contract.  Regards,  **** ********

• Initial Complaint

  08/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Massage Envy Slingerlands is consistently deleting/canceling the appointments of former employees turned customer without any explanation or prompting by the now client. They are also falsely advertising their job positions as “front desk” when the formal title for this position is “sales associate” and the role pertains to sales associate responsibilities and duties (not front desk). They have a consistent track record of misrepresenting job functions in their advertisements and hiring under false premises.

  Customer response

  08/10/2023

  Massage Envy in Slingerlands outside of Albany, NY. Zip code 12159. 

  Business response

  08/14/2023

  To Whom It May Concern,   In the job posting it is noted that there are sales, as that is why sales experience is noted.  Also, upon hiring new hire receive compensation plan, explaining expectation and job duties.  In regard to the employee membership, when an employee leaves their employee membership is terminated.  They would need to purchase a regular membership at time of next appointment.   Thanks, Janine 

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband purchased a gift membership for me at the Fayetteville ny location. I asked repeatedly if we needed to cancel the membership when it ended and was told no by multiple employees. I just found out they have been charging our credit card monthly and have given us less than 60 days to use remaining packages with no available appointments. The manager was supposed to call almost 3 weeks ago. If you look in the website, there are no appointments available. This is fraud.

  Business response

  07/25/2023

  Good afternoon,  Ms. ******* and our operations Manager have been in contact.  The manager was able to book a couple of appointments for Ms. ******* and extend services for an additional 60 days.  Our Regional Manager will be in contact this week with member. Thanks, Janine Customer Relations 

  Customer response

  07/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I was only contacted by the regional manager after filing a complaint with the BBB. Three weeks prior I was told he would contact me ASAP.  I was given a take it or leave it offer where they would extend the 60 day period to 70 days (which is barely an extension) and would allow my husband to use services as well. There are no massage appointments available currently during the 70 days but I was assured this would be changing soon. I was told there are many customers in the same situation. I will likely accept the offer because they have been extremely unresponsive and difficult. I discussed that multiple employees assured me that no paperwork needed to be filed to cancel a membership and the credits could be used indefinitely into the future. I was told the manager would speak to employees in general.  Regards,  ***** *******

  Business response

  07/27/2023

  Unfortunately, at the time the Regional Manager was out of the office and did reach out as soon as they returned.  There is a cancellation process, and a form to be filled out to cancel a membership.  That form can be emailed or retrieved from the clinic.  Services are not kept indefinitely once a membership is cancelled.   The Regional Manager did extend the services for a bit longer to give the client an opportunity to use them.   Thanks, Janine Customer Relations

• Initial Complaint

  05/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Massage envy charges a monthly fee of $70 and for that you are offered a monthly service. however in the last two years they do not have enough massage therapists to meet their demand. They are so short staffed that the average client cannot get an appointment for two months. Today, I received word that my upcoming appointment on may 28 was cancelled. They cannot get me in until August 10th. . This is the 4th cancellation in a row. I now have a bank of 10 services. (Value of $700). The company will not pause my membership so I can catch up nor will they refund me $280 for the 4 cancelled appointments. If I cancel the membership I lose the 10 services. Their best solution is a “freeze plus” which offers the membership a reduced monthly fee of $20. No services are accrued. This fee is to offer an extension. That’s quite the scam to charge a client $20 when ME is initiating the cancellations. I want the BBB to help me get my money back or to get the company to pause the monthly fee until they can get me in for 10 services.

  Business response

  05/19/2023

  Hello,

   I am only seeing 1 time that we cancelled on her due to therapist rescheduling and that was 4/5/23. We do have to cancel her 6/27 apt since one of our therapists are leaving, but other than those two, I'm not seeing any cancellations that were due to a therapist rescheduling. A manager spoke with her on 5/16 and sent her freeze plus forms. We have called her a couple times (5/1 and 5/6) to try and get her in with a different LMT.

   

  Thanks,

  Janine

• Initial Complaint

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In December of 2022 I sent Massage Envy a cancellation notice via email and was told that it was too late to cancel for the month of December but that it would be cancel for January 2023. It’s now April 2023 and Massage Envy continues to charge my credit for the monthly fee. I joined the club back in 2021 and fulfilled my contractual obligations both payment and performance. I’m no longer on a contract therefore I request that Massage Envy stop charging my account and close out my membership without recourse.

  Business response

  05/05/2023

  The business has responded to this complaint but asked that their response not be published. **** ****** *** **** ************ ***** ***** *** ****** ** **** **** **** ***** ********  ** *** ******* ***** *** *** ******* *** ********* ************* **** ** *** **** *** ******  *** ****** *** **** **** ** ***** **** *** ****** ** ***** ********* ************ **** ******** **** ** *** **** *** *** ***** ****** **** ****** ******** ****** ******* *** **** *** **** *** ****** ********* 

  Customer response

  05/05/2023

  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,  *** *******

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Massage Envy membership from at least July of 2020. I would go in for massages about once a month. With in at least the last year every time I have tried to book it was about a 6-8 week wait. I would try to book as many as possible to not have to wait so long for an appt. I do understand that they are under staffed which is why I waited to cancel my membership, in hopes that they would be able to find help and be able to get me and other clients in, in a timely matter. At one point in August of 2022 the woman that was working the desk offered to put my membership on hold (a paid hold for $20 a month) I thought why not. How ever the next month they charged me the full amount of $70, when I asked them about this I was then told I would have to call them each month before the payment date to have them put it on hold. Unfortunately after a year I realized the staffing situation was not getting any better, so I cancelled in December 2022. I did however ask about using up the sessions I had already paid for I had at least 18 at that time, the woman told me that it is generally a 3 month period to use up my sessions however since she wasn't able to get me in she spoke to her manager who said they would allow me 6 months. In an effort to use up my sessions I was scheduling facials, back facials and stretches as often as I could, as there were very few openings for massages (the main reason I had the membership). Today March 8, 2023 I received a phone call informing me that my next massage session would be at full retail price because my 3 months was up on February 23. When I ask about the 6 months that was originally offered I was told that they are under new management. I then asked to speak to the manager regarding the situation, the only resolve she offered was that she may be able to extend it to the 23rd of this month or I could resign up and get my next 9-11 sessions back but that they are still under staffed and the next massage appointment would be in 6 wks.

  Business response

  03/15/2023

  The business responded to the complaint but asked the response not be made public.*** ******* *** ***** ** **** ****** *** ******** *** **** *** ******** ****** *** ******** * ****** ** **** ** ******* ** ******* **** ******* *** ******* **** ******* ** ****** ** ** ********** ***** ******* *** *** ** *********** ****** ******* *** *** ******* ****** **** *** ** **** *** ************ ******** **** **** **** ** *** **** ************ ****** ****** *** **** *** ******* ***** *** *** ***** **** ** *** ******* **** ** *** ****** ** ********** *** *********** *** ***** ** ** ** * ************** ***** *** ******** ** *** *** ********* *** ******* **** ******* ** ********** *** *** *** *** ** ****** **** *** * *** *******

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a membership with Massage Envy. I pay $70/month and earn 1 massage per month. There are very few appointments available bc they are short staffed. This has been the case for a year or so. I have 4-5 accrued services, I’m not 100% sure bc it’s not viewable in my online account - you have to ask them. They have a freeze program where you can freeze your membership, no payment and can’t use. They have a freeze plus where you can stop payment/accrual of service but still use ones that had been accrued if you have accrued 10 or more. I was told a couple of months ago due to their short staffing, they would allow a deviation from their policy in which you could freeze plus for 10-20 month (it changed month to month), not accrue a service but use your accrual if an appt became available. I have emails I will attach. Now they changed managers so they said this is no longer the case. I cannot get an appt. So I can either fully freeze- don’t pay/don’t use; or pay my membership, earn another service, but I cannot get an appointment. I could also cancel but they give you 70 days to use your services or you lose them. This is a set up for entrapment. I cannot get out without losing my services that i paid for. I cannot use them them as they said “we only have 3 providers right now”. In summary I was told I could have a freeze plus despite having less than 10 accrued services bc it is their fault they don’t have enough staff to book appts for their members.

  Business response

  03/17/2023

  This client is booked out on our schedule until July 2023.

*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. ↩