Complaints

This profile includes complaints for Massage Envy - Germantown's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Massage Envy - Germantown

  7820 Poplar Ave Ste 5 Germantown, TN 38138-5056

  
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  Massage Envy - Germantown

  1330 N Reid Hooker Eads, TN 38028-9763

  

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:02/28/2023

  Type:Service or Repair 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.

  In December of 2022, I contacted Massage Envy of ******* to cancel my membership. I had initially signed up for a 1 year membership in December of 2021. During this conversation, I was told memberships are a year. After the first year obligation is met, there is no penalty to cancel. I was also told I would have 60 days to use my credits for massages, following cancellation. Despite, my desire to cancel my credit card was charged in January. I called and spoke to the manager who said shes send me a document to sign. She didnt send me a document but simply an email. I told her I couldnt come in since I was out of town performing military training. In February my card was charged a second time. In March, it was charged again. They will not allow me to cancel and now they are ignoring my calls. I would like a refund of the January, February and March charges totaling $195. I would also like to use my unused account credits which I was told I could use via email by the manager. The email attached is from the manager based on a phone call placed in January after I realized they were still charging my card. In the email, the manager asks me to sign a document, however, the email didnt contain an attachment. I have a copy of my military orders proving I was out of town. I also have phone records to prove I called!

  Business Response

  Date: 03/30/2023

  Good Evening,

  ************************* spoke with the manager of the ******* location on 02/28/2023 and she issued a refund for the month of January and February. **** was not charged for the month of March, the payment for that month was waived in our system. I've attached a copy of ****'s member profile showing the membership cancellation and the refunds that were processed as of 02/28/2023.