ComplaintsforMassage Envy
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/08/2022
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I called on 9/2/2022 and spoke with one of Alice, the general manager of the ***************** location in Texas, regarding unauthorized charges to my personal credit card. I noticed this past month that my card ending in 4361 has been charged $70 from January 2022 until July 2022 and then $80 in August. I did have a previous Membership with Massage Envy (that I had cancelled) so I was rather shocked. Two days prior, I had called my home clinic (in ***************) and spoke with someone who informed me that my account was still canceled and that is when I came to discover that my credit card was somehow saved on Steven L****'s account. I do know Steven, and we have gone to massages together; however, I never gave permission for anyone at Massage Envy to place my card on his profile and certainly to never charge his membership to my account. Alice informed me that afternoon that she in unable to refund my card until she hears from Steven and receives payment from him. However, I am seeking a full refund; as, again, I never authorized anyone at Massage Envy to have my card information saved on his account. As soon as I got off the phone with Alice, I immediately called Chase and have filed a complaint with their Fraud department. I have email with Lauren B****** (who is the Regional Director of the clinic) and she had informed me that she has asked her accounting department to not challenge the three months of charges that Chase was able to dispute for me; however, I have yet to receive an answer if they will return the other five months worth of charges (from January 2022 until May 2022 - $350 worth of credits).
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.