ComplaintsforMassage Envy Spa
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Complaint Details
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Initial Complaint
12/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Signed up for a monthly massage...at $79.65 a month I started december of 2022. I purchased a $470 gift card in addition.... they have terminated my account and refuse to refund the money owed or honor the gift card... I paid for 12 massages and only used 2Business response
12/27/2023
***** ******* signed up for a monthly membership in December 2022, at a monthly rate of $60. This rate increased to $65 per month in July 2023. ***** has utilized his membership four times since enrollment - twice in December 2022, once in April 2023, and once in November 2023. Two of these services were paid for using his monthly accrued membership benefits. ***** also purchased a $450 gift card in December 2022. When ***** came in for his November appointment, he was inappropriate with the massage therapist providing the service. We have a zero tolerance policy for inappropriate conduct of any kind. As a result of his inappropriate behavior, ***** has been marked as "restricted" and is no longer allowed to receive services at any Massage Envy location nationwide. He has been in contact with our franchise owner regarding the accrued but unused membership benefits in his account and the gift card that he purchased that has not been used yet. These things amount to a combined value of $1,050.03 with tax on the monthly membership dues. The accrued but unused membership benefits expired on restriction of *****'s account, and the gift card never expires. ***** submitted this complaint without allowing our franchise owner the opportunity to resolve the issue with him. We are working on a resolution at this time.Business response
12/28/2023
Please see the attached documents for the email communication sent to the consumer today. In this email notification, we agreed to refund the amount of $450.00 to the consumer for the gift card purchased in December 2022 that he was unable to use before being restricted from the Massage Envy network. Also attached is the membership agreement that was signed by the client upon enrollment in our wellness program, which outlines the forfeiture of any accrued but unused wellness benefits should the client commit inappropriate conduct, which *** ******* committed on November 28th, 2023. This membership agreement also states that, in the event of cancellation or termination of a membership, the client agrees to forfeit their right to a refund for any unused membership benefits. We feel that our offer to refund the $450.00 gift card is more than generous given the circumstances and that this issue is now resolved.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.