ComplaintsforMassage Envy - Midtown

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Despite multiple attempts to contact your office at **********, I did not receive any return calls and my messages were unanswered. Therefore, I visited the Massage Envy located at 1680 Union and spoke with *************************** about the issue. She had just stopped by the location on her off day.To recap the situation, my membership was supposedly cancelled in either January or February of 2023. My card on file expired around January 2023. I intentionally did not provide a new card as I had approximately 60 days to utilize my remaining massages/points. My card was charged $10 on February 1, 2023, which Im assuming was a tip for ****** for my massage on January 30, 2023.Subsequently, from July 2023 onwards, unauthorized monthly charges have been debited from my card. I have verbally requested a refund from you and *******. Unfortunately, both of you have indicated that a refund could not be processed.I understand that there has been turnover in your front office personnel at the midtown location, but I want to emphasize that I have made clear verbal and written request for my membership to be cancelled since January 2023.Therefore, I am formally requesting (again)that my membership be cancelled in your system effective immediately, retroactively effective from January 2023, and that all unauthorized charges totaling $645 be refunded to **** kindly request that you respond to this email at your earliest convenience to confirm the cancellation of my membership and the initiation of the refund process.Thank you in advance for your prompt attention to this matter. I look forward to resolving this issue amicably.Above information was emailed to ******************************** Regional Operational Manager of **** Holdings (franchisee owner)

  Business response

  04/30/2024

  ***************** membership is cancelled as of today April 30, 2024 per her request that was sent via email. ************ will not incur any future charges. We will not be able to issue a refund for previous charge because we did not receive written request to cancel her membership. ***************** will have until June 29, 2024 to use all sessions remaining on her membership account in accordance with the terms and conditions of her membership agreement. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday, August 15, I got a call from a family member whom I had transferred a massage session over to complaining that they had to put their debit/credit card on hold at Massage Envy. The rule is that I, ***********************, am a member of Massage Envy. If I want to transfer a session over to someone, I have to pay $10. That is all I know. So, I spoke to a representative about my concerns and got no resolution. I also spoke to the assistant manager, *********************, who told me the issue was resolved. That the massage session can be scheduled without holding the transferee debit/credit card. The transferee then proceeded to schedule the appointment with another representative and was not able to complete the transaction. I called Massage Envy, again, to get an understanding. A representative, *******, spoke with me and never allowed me to ask any question. ******* proceeded to go over the new policy over and over and over. I kept saying that it was already explained to me by two people. The assistant manager, *********************, waived the policy for this time only. ******* abruptly disconnected the phone.My desire is to revoke my membership, after my sessions are used. I would rather have Massage to reimburse me for my unused sessions, so that I leave immediately. I also paid $10 extra dollars to transfer a session that they are refusing to allow me to use. $65 dollars is withdrawn from my checking account every month and they are refusing to give me what (I) paid for. I also was not notified, in writing, of this new policy. I do not understand why I'm being treated unfairly because they decided to implement a new policy or rule.

  Business response

  08/18/2023

  SPOKE WITH ***** ON 8/15 AND INFORMED HER THAT HER SISTER IS BOOKING A 90 MIN MASSAGE AND HAS A 60 
  MINUTE PRE-PAID CREDIT.  CLIENT REFUSED TO PLACE COF TO COVER THE REMAINING BALANCE. CLIENT SISTER *********************** CALLLED VERY UPSET ABOUT US ASKING FOR A COF I, ***********************, APPROVED THE BOOKING AND CLIENT WAS BOOK. THE NEXT DAY I RECIEVED A CALL FROM *********************** EXPRESSING THAT HER SISTER APPOINTMENT WAS NOT BOOK. I LOOK AT THE SCHEDULED AND SHE IS BOOK FOR A 90 MINUTE MASSAGE ON 9/9 I ALSO TOLD ************* THAT I WILL CALL HER SISTER ****** TO CONFIRM IF THE BOOKING DATE AND TIME WAS CORECT. SPOKE WITH ***** EVERYTHING WAS BOOKED CORECTLY BY ******* AND SHE IS HAPPY. WE SPOKE WITH ************** ON TODAY 8/18, AFTER RECIEVING THE BBB COMPLAINT A FEW HOURS AFTER WE TALKED, INFORM HER WE DONT WANT HER TO CANCEL HER MEMBERSHIP BUT WE UNDERSTAND IF SHE NEED TO AND THAT HER HOME STORE IS ************ AND SHE WILL HAVE TO GET THEM TO SENT HER CANCELLTION FORM VIA EMAIL WHENEVER SHE IS READY. ************* UNDERSTOOD AND SHE IS OK NOW. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Here is my expense with the ******* ** *********. Massage Envy - privately own franchise, with a 901 "corporate number" that is yet to return my voice-mail from 5/31/2023 On my first visit I was told about The Membership which was $70 per month - gets you one "free" 1 hr massage and other discounts, ability to put that membership "on hold" for any months while you need some time to catch up on $$, just pay for the months you use. That is how it was described to me by the store associate, I was very specific, I knew I would need to "hold" membership for a month or two. She insisted that there would be no issues.The first payment went through, and I got my massage the same day. Wonderful massage that relaxed my muscles and earned this parlor my 5 star rating. On my way out, I again stressed that the next payment/next month, I'll need to skip. Was informed: "No worries, contact us when ready to continue your welness plan."... some time went by, and I got a message from my banking institution of a withdrawal to Massage Envy ?? no notice of payment, no heads up, knowing I requested suspension, they withdrew $70 from my bank without my consent or authorization. I asked for a refund but was denied that request. My bank advised that I close my account due to this fraudulent activity.I was too caught up in my personal life and didn't have the time to come in and get the free massage that they had already taken my money for, and now they refuse to honor even that saying too much time has passed.They stole the money in March, so it's been 3 months ago, I guess time flies.Bottom line, this place will faster take your money than put in any work for it. The wellness peogram they have is a scam to ensure they have cash on demand from Your bank account.

  Business response

  06/21/2023

  ******************************* has been refunded for the payment processed for the month of March. *****'s membership is also cancelled as of today for non-payment for the months of April through June. ***** does not have any session remaining on her membership account and she is not owed any credits or refunds as of June 21, 2023.

  .

  Business response

  06/26/2023

  ******************************* has been refunded for the payment processed for the month of March. *****'s membership is also cancelled as of today for non-payment for the months of April through June. ***** does not have any session remaining on her membership account and she is not owed any credits or refunds as of June 21, 2023.

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