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:06/17/2023

  Type:Order 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.

  Several weeks ago, I booked an appointment at Massage Envy Westerville.

  On the Thursday before my Monday appointment, I was called and asked to reschedule my appointment to another date and time. I said I wanted to keep my appointment and was told I could. I was called later in the day by someone else and again asked to reschedule my appointment. I again said I wanted to keep my appointment, because none of the other days and times offered worked with my schedule. I was told there was another person who could do a massage during my appointment time, but it was a male massage therapist. I said that was fine, as I was most concerned about having a massage with light to medium pressure. I was assured it was, and I kept my original appointment time with a different massage therapist.

  The next day, I received an email stating that my appointment was going to be canceled because "Massage Envy Warner Clinics (Gahanna, Pickerington, Westerville, and Bethel Road) are not the best fit for you.”

  The second email I received stated my appointment with ********* had been canceled, so my appointment was never changed to a “male” massage therapist. It’s clear there was never an intention to honor my appointment, and rather than take responsibility for breaking the appointment, the Massage Envy Westerville clinic chose to blame me.

  When I attempted to schedule an appointment at another location via the Massage Envy website, a popup stated “We are unable to schedule your appointment due to an issue with your account.”

  Therefore, I was not only banned from four Massage Envy clinics, my website usage was restricted as well.

  I wanted a massage so I could use a gift card my daughter gave me for Christmas. The experience should have been enjoyable, but instead it has been disappointing, frustrating, and humiliating.

  I request a written apology from Massage Envy Westerville as well as restoration of my online account.

  Business Response

  Date: 06/26/2023

  ****** appointment was canceled and she was restricted from the four locations due to her interactions with the front desk associate and manager of the Westerville location when they contacted her to reschedule the appointment. The appointment needed to be rescheduled due to a therapist's schedule change. During the phone conversation, both the front desk associate and manager stated that **** yelled at them, refused to accept the options they gave her to reschedule and stated that the reschedule was "(word rejected) ridiculous". 

  **** should not have been restricted from all Massage Envy locations and the IT department has been notified to remove the restriction. She will be contacted via email once the restriction has been removed and she can schedule at any of the other 6 locations in Columbus or another location nationwide.

   

  Customer Answer

  Date: 06/26/2023

  I did not yell and did not use profanity during the phone call. Furthermore, during the phone call I was offered another appointment with a different massage therapist. 
  
  Regards,
  
  **** *****