ComplaintsforMassage Envy - Craig Ranch
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Complaint Details
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Initial Complaint
08/09/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I have been trying to cancel my massage envy membership for the past 4 months. They keep telling me I cannot do it by phone. I have to send in a cancellation form which they will send to me. I have made multiple requests (8) for the cancellation form and I never receive it. I have physically gone into the location to request a cancellation form and been told that they do not have any physical copies and will email it to me. I sent an email to the corporate office about this and they said this is a franchise, but that they would escalate to the franchise owner. I am being charged every month for a service I no longer use. This so causing me distress because I have spent countless hours trying to track down the cancellation form which does not seem to exist, and I am being given the runaround between corporate, the manager of the location, and the front desk staff. I have filed a complaint with the **** as I realized there are multiple complaints about this practice with massage envy on social media platforms. I need help resolving this. I was told that if I cancel my credit card without canceling the membership that I would have to pay whatever backlog months I owe before they will allow me to cancel. Surely this is morally, ethically and criminally wrong?Business response
08/13/2024
This client has been called 2x and left voicemails and has been sent 2 emails with the cancellation form. She has been requested to call the clinic so that the General Manager can speak to her and she has yet to do that. She has not returned the form that her agreement states we have to have in order to cancel. She keeps going through the website instead of calling the clinic and returning the General Managers calls.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.