Complaints

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:05/11/2023

  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.

  I have been a member since February 2019. I used to schedule my monthly visits in advance. However, the company changed the booking policy so this isn’t an option. Instead, every 6 weeks they release 6 weeks of availability. As a result, I have not been able to get an appointment for about 8 months. So, I’m unable to use the monthly credits I continue to pay… and if I cancel my membership I lose all of the credits I purchased but can’t get appointments to use. I want the company to fix this scheduling nightmare, make it right with members who have a lot of money tied up in the business, and ensure customers are aware before purchasing a membership that it is nearly impossible to get an appointment at any of the locations in the area.

  Customer Answer

  Date: 05/10/2023

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  Business Response

  Date: 05/16/2023

  Dear Misty,
  I hope this letter finds you well. I am writing to address the concerns you raised in your recent complaint regarding the scheduling policy at Massage Envy Turkey Creek. We value your membership and appreciate the opportunity to clarify the situation.
  Firstly, I apologize for any inconvenience you have experienced as a result of our booking policy changes. Our goal is to provide a fair and efficient scheduling system that caters to the needs of all our members. It seems there may have been some confusion regarding the release of schedules, and I would like to take this opportunity to provide you with accurate information.
  Contrary to your statement, our scheduling policy does not limit the release of schedules to a specific duration. The availability of appointments actually varies depending on the individual service providers. While some providers release their schedules three months in advance, others do so on a monthly basis. This flexibility allows our members to schedule appointments that best suit their preferences.
  That being said, we understand that you have experienced difficulties in securing appointments over the past eight months. We sincerely apologize for the inconvenience this has caused you. The shortage of therapists in our area, coupled with an influx of new clients, has created a significant challenge in meeting the demand for appointments. However, I want to assure you that we are actively working to address this issue.
  Our marketing team has been actively recruiting therapists, and our Director of Operations Manager has been reaching out to Massage Therapists in the area to expand our staff. Our objective is to become fully staffed again so that we can better accommodate the needs of all our valued members, including yourself.
  In light of your frustration and the financial impact on your membership credits, we want to make things right for you. I propose the following options:
  Flexibility in Membership: We can offer you the flexibility to freeze your membership for a specified period until we are better equipped to accommodate your appointment requests. During this freeze period, your unused credits will remain valid and accessible once you reactivate your membership.
  Priority Booking: As we work towards resolving the therapist shortage, we can provide you with priority booking privileges, which would allow you to secure appointments ahead of other members once they become available. This will ensure that you can utilize your monthly credits without any further delay.
  Please let us know your preferred option or if you have any other suggestions that may better address your concerns. We genuinely value your membership, and it is our priority to find a suitable solution that meets your needs.
  Additionally, I want to address the picture evidence you provided, showing no available appointments through our online booking system. We apologize for any confusion or frustration caused by this discrepancy. Our online booking system may not accurately reflect the current availability of appointments due to the dynamic nature of our scheduling process. Therefore, we highly recommend calling the clinic directly to secure an appointment. Our staff will be more than happy to assist you in finding a suitable time slot based on the most up-to-date information.
  Once again, I apologize for any frustration or inconvenience you have experienced. We are committed to resolving this matter and ensuring your satisfaction as a valued member of Massage Envy Turkey Creek. Please contact me directly at 865-218-3689 to discuss your preferred option or any other concerns you may have.
  Thank you for bringing this matter to our attention, and I appreciate your understanding and patience as we work towards a resolution.
  Sincerely,
  Katie *****, Clinic Administrator, Massage Envy Turkey Creek