ComplaintsforMassage Envy - Collierville

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a Massage Envy membership at the end of December 2019; this membership started in January 2020. The cost of the membership was $60 a month and included a monthly massage for a year. I originally wanted the membership as my experience with Massage Envy was great; I truly loved their services. It made sense to take advantage of the membership as I had been paying $90 for a massage in the past - I would be saving $30. I used the membership for only 2 months before Covid hit. Due to Covid, Massage Envy was forced to close until it was okay to reopen. When they did reopen, I did not find it was safe receiving a massage as the person would not be 3 feet nor 6 feet away. Also, please keep in mind that I'm a teacher and our campus was shut down several times due to Covid last year; it did not make sense for me to put myself in a position where all safety precautions could not be followed knowing I could contact the virus and pass it to my students, colleagues, family, and friends. I called several times last year asking for my membership to be cancelled since I wasn't receiving any services. I was informed that it could not be cancelled until the date listed on the contract and I would still be charged even if no service was used. In January 2021, I was finally able to cancel my contract and was told that 9 1/2 credits must be used by March 2021. There was no way for me to use these credits up nor could I gift them easily. I find Massage Envy did not handle this situation like other businesses did during the pandemic. I spent $720 and was only able to receive a few services due to the pandemic. I'm asking that I be reimbursed for the months that the service was not used.

  Business response

  05/11/2022

  Business Response /* (1000, 9, 2022/02/02) */ After reviewing the membership of ***** ******** we will not be able to issue a refund for any past membership dues. ***** cancelled her membership and within the membership agreement and the membership cancellation policy it states that members have 60 days to use any remaining accrued membership sessions. The covid closure of the Collierville Massage Envy location was March 23, 2020 through May 18, 2020. *****'s membership payment was waived for the month of May 2020 as a result of the closure. The Collierville Massage Envy location was open during the time of *****'s membership cancellation and services could have been rendered at any of the 4 Memphis area locations. Consumer Response /* (3000, 11, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response as I was not allowed to cancel my membership until my membership was up for renewal. I paid for a yearlong membership during a pandemic. Other businesses allowed members to cancel their membership due to Covid. Having 4 locations does not stop the spread of Covid. With a massage, you are around someone more than 15 minutes and less than 3 feet. I did not want to expose myself nor obtain Covid to bring my family and the students I teach. My membership was paused one month, but you stated you were closed for three? Why was my membership not paused for 3 months? If you could've paused my membership, you could have cancelled it as well. I want a refund for the months I did not use as you and I both know that a member cannot realistically use 9 credits in 60 days! This means I would be getting a massage every week and exposing or receiving Covid in return. I do not know anyone that receives a massage each week. I'm shocked by the lack of professional and empathy shown during a pandemic. This speaks volumes about the company, and reviews for the Collierville location have not been great at all as of late. Business Response /* (4000, 20, 2022/03/16) */ After reviewing the member account we will not be able to issue refund for the membership dues that were paid on ***** Dillworth's membership.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchase gift cards this past Mother's Day, during massage envy's Mother's day promotion of by one and get one free, for my wife and myself to have spa days together. Upon trying to use the gift cards at the Collierville TN location, we are continually being rescheduled. We have been reschedule so many time, that now our new reschedule date is January 8th, 2022. I have tried contacting the store for a full refund, i have contacted their corporate office, to just get the run around, as i have been getting from the Collierville, TN store all year long. I just at this point want my money back and not to do business with this organization anymore. They have turned what we hope to be a relaxing experience into a very stressful one.

  Business response

  01/06/2022

  Business Response /* (1000, 9, 2021/11/08) */ ****** ***** purchased 2 buy one get one free gift card. He used two of the gift cards on 07/24/2021 and the free gift cards are scheduled to be redeemed on 01/08/2022. Since thses gifts card are promotional gift cards we will not be able to issue a refund. The gift cards do not have an expiration date and we als have available appointments during the month of December and the gift cards can be redeemed at any Massage Envy location and we have 3 other locations within the Memphis Area that have appointments available. We are happy to assist the ****** with appointments at an earlier date, if they would like to come in sooner for their appointments. Consumer Response /* (3000, 11, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the business is unacceptable. The business in question, massage envy only at this point wants to have available appointments, when I've been rescheduled multiple times, after speaking with each of the locations they mentioned and during the times I wanted service, none of those appointments were available. I've been pushed around and rescheduled too many times when they booked other paying appointments I'm sure. I request and require $116.00 refund. I dont' trust nor require to have service provided by this business. I didn't know a business to force consumers to do business with them. it' totally unacceptable to force a consumer to do business where the consumer obvious does not want to do business with that company. I purchase this service for Mother's day May 2021 and still scheduled for January 2022. I guess no one at this company are Mothers or they wouldn't want to disappoint mothers so badly. Who wants to have gifts scheduled out for a year. Even the July appointment they speak of was a reschedule from the previous set appointment. This entire dealing with this business has been unimaginably disappointing to say the least. Business Response /* (4000, 17, 2021/12/07) */ ***Document Attached*** I do not show records of appointments being cancelled for ****** and ***** ******. I do show in their client records that they received services on July 24, 2021 at our Germantown Massage Envy and they have appointments scheduled for January 8, 2022 at our Collierville Massage Envy Location. We also have several appointments available this week at our Germantown and Cordova locations. I've attached screenshots of their client records.

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