ComplaintsforMassage Envy
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Complaint Details
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Initial Complaint
07/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have been a member of Massage Envy in ************* for years. Each month I am charged a membership fee of $85. That gives me one "credit" for a 60-minute massage. Due to a lack of availability of massage therapists that fit my needs, which are not unusual or unique, I have been unable to use these services. I now have 10 months' worth of credits ($850 worth) that I am unable to use. I have the option to cancel my membership, but then I only have 60 days to use the unused credits I have already paid for before they are no longer usable. As they have no availability to begin with, this is impossible. I also have the option to "freeze" my account so I'm no longer billed. However, they do not allow you to use the credits you have already paid for if you freeze your account. Additionally, they refuse to offer any refunds. This is an extremely unfair and unethical business practice that needs to be addressed.Initial Complaint
01/22/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I have paid Massage Envy a monthly fee in exchange for 1 monthly massage. Due to staffing shortages, cancelations and Covid shut downs, I currently have accrued approximately 28 massages. I was able to work out a deal to no longer pay until I used up the remaining massages to catch up since the business stated they don't allow refunds on massages saved up. Massage Envy then called on 1/18/2024 and 1/21/2024 to request payment for me to use my accrued massages. After calling them back and speaking with ********, she informed me that my services are canceled until I make a payment. Then on 1/22/2024 I went into the store trying to speak with the manager ******* to resolve the issue, but due to her schedule she wasn't available to speak with me. The assistant manager ***** informed me that in fact I couldn't use my massages until I made a payment again, going back on the deal that was established with the Manager ******* in 2022. The problem I have been having in the past with Massage Envy is that I would schedule appointments and have them cancel on me a little over an hour in advance. This has happened on multiple occasions due to staffing shortages. I would call to get appointment and told nothing was available. I would get on the wait list and would never receive a call.What I am requesting is a full refund for the remanding massages paid at cost. I feel like with their staffing shortages and now hostile environment toward me has made me feel unwelcome in their establishment and I no longer care to frequent their establishment. I would like to get a full print out of my information for massages. I have requested a copy of the contract with Massage and was informed by the Manager ******* that since Massage Envy has a new Owner, the contract didn't transfer and they are unable to provide a copy.Initial Complaint
01/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The business in question is massage envy in ******, **. They full body stretches among other services. I've been going there for around 4 years. On 1/4/24, I visited message envy for a full body stretch. Prior to that, I had gone on 12/21/23. On both occasions, I had gone for full body stretch, but the service I received was not satisfactory. The employee on 12/21/23 was not strong enough, barely stretched so I felt zero relief. I was not accustomed to that as they previously have a staff member that provided satisfactory full stretch services.Further on 1/4/24, the location set me up with what they presented as another full body stretch specialist. On this occasion, they set me up with a visually impaired or blind employee. I believe his name is *****. I had previously had messages from that employee so I was not concerned. However, during the full body stretch I noted some concerns and after ***** completed the full body stretch session, I was in pain. I told them that ***** must have not put my body in the right position causing injury. To illustrate, at one point during the stretch session, ***** thought he was at my head, but was actually at my feet! I noted several times that the position ***** put me in hurt and were not the positions used in prior stretch sessions. I complained about being hurt to the manager and said that I was not happy with the last two sessions (12/21 and especially the 1/4). I asked that since they no longer had an employee that could provide the level of service I had been receiving up to that point, that they cancel my membership and refund the value of unused services, $315.00 as of 1/8/24. They refused and said they would need to contact the owner. Fast forward to today, I received an email saying they canceled my service, but refuse to refund me the $315 of unused services. The owner said to cancel my service, refuses to refund me paid but unused credits. At this point, I'm asking that the business refund me the unused $315.Initial Complaint
07/14/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Been a member at that franchise in ****** Station since 2010. I was told then prices would never increase with my membership. I was locked in for life as long as I didn't cancel my membership. 12 years later, prices increased overnight from $50 to $70 without my knowledge and against the original contract. I have 41 massages banked due to the pandemic and lack of appointments available due to staffing shortages for the past three years. Canceling membership I would lose $2050. I cannot even use the 41 massages I've already paid for because there isn't staffing. My original contract states: "Your membership is auto-renewable. Following the initial term, your membership will automatically continue on a month-to-month basis at $49 per month until your membership is cancelled." I have the contract. They raised my membership to $70 a month breaching the terms in their contract.
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.