ComplaintsforMassage Envy
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Complaint Details
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Initial Complaint
01/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a monthly member of massage envy. The subscription is that you pay about $70 a month and you can redeem it at any point throughout the month. If you don't use the massage within the month, you still get charged but the massage rolls over to next month and you use it whenever. Due to their staff shortage, I have not been able to find a massage therapist that I like/ is available during my schedule. Because of this, I've built up a credit of several massages. When I first joined Massage Envy, I could book an appointment about a week in advanced. Now, I have to book at least a month in advanced because they don't have appointments available. I called Massage Envy either about pausing my subscription so I can get caught up/use my massages or to just close my account and refund me. They won't do either. If I pause my account, I cannot access the massages that I have already paid for. Or I can pay an additional $10 a month to access the massages I've already paid for. They refuse to offer a refund despite the fact that I have not received a service or booked a service. This does not seem ethical. I'm reaching out to BBB because I'd like to get this resolved but I'd also like to encourage Massage Envy to change their unethical and manipulative policies. Customers should be treated better.Business response
02/15/2022
Business Response /* (1000, 5, 2022/01/25) */ Customer service is very important to us. I would encourage the client to reach out to the Manager of her home location, at her convenience, for some resolution. We have so many options we can work with. Even though the Membership contract does have guidelines and those are reviewed extensively at the time they sign up, we realize, in the times we are living in, things are different. We have worked with many clients to find a common middle ground. We are here to help, even if that is outside of the normal guidelines, we are more than willing to work with each and every person for resolution. Customer service is our number one.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.