ComplaintsforMassage Envy Fairlawn

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 3, 2024 I requested to cancel my membership. I have paid every month for over a year and never missed a payment. They said their manager was out and not one else could help. I called multiple times each week and no one can help. I called one day when the manager was in the office and they would not transfer me and instead they claimed they would let her know I needed the cancellation paperwork. I still have not received the paperwork. I called today and when I was told they couldn’t help me I asked for the owners number which is on the wall in the lobby. I was told I could not have the number and the owner only handles concerns and suggestions not cancelations. Me not being able to cancel is a major concern and I would like this to be handled.

  Business response

  07/31/2024

  To Whom It May Concern,

  Mr. ****** has received his cancellation form, has signed it, emailed it back and his membership has been cancelled.

  Respectfully,

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

  Sr. Clinic Business Manager

  Customer response

  07/31/2024

  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.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 6th, 2022, I received a call from employees at Massage Envy regarding payment from which I purchased a massage for my sister as a gift for her birthday. I had spoken with employees several times prior to this day and on this day and repeatedly asked employees to only use my bank card one time. I have never done anything like this for my sister. In 2020 we lost our mother and the two were very close so I felt that my sister my sister needed to experience a massage and try to relax. I recently checked my bank account and found that Massage Envy had been taking money out of my account since May of 2022 without my consent. My sister is not an authorized user on my account. Upon contacting ********************** I was told my the manager and assistant manager that Massage Envy would refund me my money if my sister pay her balance. My sister and I are not in a partnership, nor do we live in the same household. I spoke with the manager today and she said that she would refund two payments of $74.73 and refund me the other payment if my sister pay her balance to them. Massage Envy is using illegal sales tactics to obtain payment. Massage Envy is playing the victim when in fact I am the victim. They never once looked at the fact that I brought them a customer. I want ********************** to Cease and Desist any future payment from my bank account.

  Business response

  10/03/2022

  On Tuesday, September 27, 2022 I spoke to ************************* in reference to his credit card that is on his sisters account ***************************. After listening to ****** and understanding his dilemma, I refunded Aug/Sept dues payments to his Mastercard. ******* had placed her credit card on file but has full knowledge that the secondary credit card was on file as well. The July dues payment ran on ******'s Mastercard BUT - ******* used the service on July 13, 2022. I explained to ****** that I would be refunding 2 out of 3 due to ******* used the ************ of the one payment. He still wanted to argue and wouldn't listen that I will refund July when ******* pays the July dues payment that she owes. ******* is fully aware of her membership with us as she uses the services provided to her with her membership payments. I have tried calling ******* and her mailbox is full and I can't leave a message. I want to refund ****** but I am unable to do so until his sister calls and pays for the service that she used in July. 

  When appointments are made by friends or family as a gift they are fully aware that their credit card is on file. They are told if they wish to have the credit card removed from the account they need to call after the appointment to request it be taken off. This is something we do not take lightly and employees are trained of the importance of that being done immediately upon receiving a call.
  

  Customer response

  10/03/2022

   I am rejecting this response because:
  This business continues to place me and ******* in a partnership.  They fail to recognize the fact that they were full aware to not use my ************* card only once. My sister ******* can attest to this. The mere fact that they knew that I didn't want my credit card used more than once may make them criminally liable. In fact,  the date of *******'s massage I received a phone call from the business because my card was closed in which I explained to them again with my sister present asking them to not use my card more than once. They had no right to use or save my card on their file. 
  The business saved my card because they wanted to ensure that they received payment and it didn't matter who they received payment from.

• Initial Complaint

  07/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i joined massage envy under a year contract march 2021 then the pandemic came so they were closed so i had them freeze my account no payment till november 2021 i then spoke to an employee and said i couldnt afford the payments and was told there was a 60 dollar cancellation fee which they withdrew from my bank account when i looked at my statement they withdrew 248 dollars a week later icalled several times to discuss this with the finanicial manager or owner and have been told repeatedly they are not there or are on the phone and will call back and no one ever does icaled in december and asked when the membership ended ans was told march 11 2022 they are still taking money all the way to this month i only had one massage in all this time and am very disappoiinted with this whole situation

  Business response

  07/25/2022

  [BBB Transcription via Attachment]

  To Whom It May Concern: Mr. ******* ********* has been a valued member since February 11, 2020. During this time, Mr. *********** membership has been frozen twice for a total of 11 months and we have waived a total of another 5 months of dues payments; that is 16 months of no dues payments being processed.
  The first freeze was 6/11/20 – 11/11/20 ~ The second freeze was 1/11/21 – 5/11/21
  The waived dues payments were 4/11/20, 5/11/20, 6/11/21, 7/11/21 and 8/11/21 
  In order for an account to be frozen there needs to be a correspondence between the member and management as well as when any dues payments are being waived. I have emails of the freeze forms as well as an email stating the forms were received and they agree to the terms of being frozen. 
  I stated above, “they agree to the terms” as ******* ********* had information sent back to us through ****** ***** to which that is her cell number you have listed under Customer Experience Information; we have another cell number listed for ******* *********.  
  We do not email forms unless the member has spoken to management and they agree on what direction they want to go with their membership. We also correspond to our members through text messages to which ******* ********* “stopped” on 5/11/21 at 3:40pm.Other than the emails on freezing the membership, there has been no email correspondence. I have searched ******* *********s account and there are no notes of requesting to cancel his membership. 
  There also has been no $60 cancellation fee charged to ******* *********. We don’t have a $60 cancellation fee. The only charges have been for his membership dues that process the 11th of each month. If we are unable to process dues payments they will continue to try to process. In some cases if a member hasn’t paid their dues payments for a few months or more and they are run then all that is due will process.
  There is No Billing Adjustments due to ******* ********* as his dues payments process for his membership that he has not cancelled.
  In the membership agreement, in bold letters it states, “After the initial term, you may cancel this membership agreement at any time upon written notice as provided herein.” All cancellation requests must be submitted in writing to us at the above address or by email at ************************** and will become effective 10 days after the cancellation request is received by us. Any payments due under this agreement prior to cancellation effective date will be charged by us as scheduled. 
  I have not received any messages from ******* ********* inquiring to cancel his membership. I have been the Business Operations Manager at Massage Envy Fairlawn for close to 8 years. I want Mr. ********* to know, I am sorry that he feels disappointed; I can assure him that I will assist him with cancelling his membership. I need to speak with ******* ********* to discuss how he would like to proceed. I will email him a Membership Cancellation Form for him to review and fill out and email back. If he would like to speak with me, I will be back in the Fairlawn office on Monday, July 25, 2022.
  **** ** ********
  Multi-Unit Business Operations Manager
  ********/********* - ****
   
  ******** ***** (**** ********
  ********* **** (************
  Email:*****************************
   
  "We help you, take care of you!"

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a membership lasting for one year. I have since attempted to make contact with **** numerous times to cancel my account. She has since been dodging me about this matter.

  Business response

  01/06/2022

  (BBB transcription of reply sent via attachment)

  To Whom It May Concern:
  Mr. ******* has been a valued member since October 2018. He spoke to my Assistant Manager, ****** on December 27, 2021 to which she offered him the member benefit of placing his membership on a Freeze Plus and she emailed him the Freeze Plus form to signed. It was never returned.                                    * These forms are emailed upon the request of members. We do not email forms unless the member has spoken to management and they agree on what direction they want to go with their membership.*

  Mr. ******* called yesterday January 5, 2022 and once again spoke to my Assistant Manager, Taylor. He requested to cancel and she emailed him the wellness cancellation form. Mr. ******* emailed back the signed wellness cancellation form on January 5, 2022.
  
  

  My Assistant Manager, ****** has tended to members during my 2 week absence. I wanted to check to see if I missed any prior emails or text messages from Mr. *******; I researched our email system and our text message system. I input Mr. *******'s email address and phone number to search and bring up all correspondence. Here are the following findings:
  
  

  Text Messages:
  Our last text message correspondence from Mr. ******* was on September 27, 2021. He also received text message reminders from us, Oct/Nov/Dec stating that his monthly wellness service is now available. * All members receive this text message when their dues payments process.* 
  
  

  Email Messages:
  Other than the return email of his wellness cancellation form on January 5, 2022, there has been no email correspondence. Upon my arrival this morning January 6, 2022 to our Massage Envy Fairlawn clinic there was a copy of Mr. ********* wellness cancellation form to which I processed.                                                  * I send a follow up email (within 24 hours of processing a wellness membership cancellation) to members who are cancelling to let them know the status of their account and the time frame to use any accrued services.*

  There is No Billing Adjustments due to Mr. ******* as his dues payments process the 18^th of the month: He first spoke to ****** on December 27, 2021. I have processed his cancellation today, January 6, 2022.

  I have not received any messages other than notes from my Assistant Manager showing the progression of what was done during the 2 times she spoke to Mr. *******. I have been the Business Manager at Massage Envy Fairlawn for close to 7 years. I want Mr. ******* to know, I am sorry that he feels as if I was “dodging” him; I can assure him I was not nor would I do that to a member. If he would like to speak with me, I will be back in the Fairlawn office on Sunday, January 9, 2022 from 12pm-6pm.  

   

   

• Initial Complaint

  09/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a membership with this company and a death in my intermediate family, and then my father was hospitalized with failing health. As a result I relocated out of **** to ************ to take care of my family, hours away from the closest massage envy. They confirmed for separate times, and writing also, that they closed my account and they never do. I keep getting alerts for membership massages and every time I call someone confirms my account is active. Ive dealt with management, corporate, you name it. I have a letter from them confirming I do not live near any massage envys in because of dire circumstances with my family they were canceling my account. They never do and they keep lying. I am close to seeking legal assistance at this point.

  Business response

  09/15/2021

  To Whom It ******************** have spoken to ****** and explained that it was my human error of not clicking save when I cancelled her membership. She was very understanding and was grateful I called and personally explained what happened. Her membership has now been cancelled and she was refunded through her bank. 

  Customer response

  09/16/2021

   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.

*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. ↩