ComplaintsforMassage Envy Spa
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Complaint Details
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Initial Complaint
05/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed a 6 month contract on January 2, 2024 for services and tried to cancel January 23, 2024 because of their scheduling issues. I was finally able to get in and I stated I would use a gift card to pay, they charged me also with a card after I asked them not to. Then I sent a text asking if I would get charged for March, she said no. I was charged and also in ****** I called beginning of April, the male receptionist apologized for the inconvenience and sent me a cancellation form and refunded me for ****** he stated that they would refund the other 2 payments of $70 for March and February. He said "they just cleaned house and that I had a bad therapist who was no showing and late all the time, so they got rid of her". At the end of April, I called back because I did not get the refund of $140, they said he was no longer there and that they were dealing with human resources, and that they again "just cleaned house." She said, at first, they do not do 6 month policies but when I went in person, she said they do. I asked for the refund and she said they would not give it and that they do not do cancelations. I have the paperwork for the cancelation along with proof of the refund and the text messages stating I would not be charged. Her manger answered the phone and said they are going to charge me another 6 months because my account was frozen. I asked if I could just schedule the 2 appointments I paid for and they said no I would have to pay another 6 months. I would like the refund of the $140.Business response
06/19/2024
We have cancelled this client's membership and returned 3 membership payments.Initial Complaint
09/25/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have a membership and there have been increasing problems with getting to use the service that I pay for. On two occasions I have showed up for an appointment to no avail. The one today was the last straw. The business was still locked and not accessible by me or the massage therapist. So I have many credits that have accumulated that I haven't been able to use. I would like a refund of the credits and to cancel the membership.Initial Complaint
08/15/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My Husband got myself and our Granddaughter a message gift card for Christmas last December, we have tried several times to set up an appointment. It is now August the 15 and we still have not gotten an appointment. I have tried to set up an appointment online, I have tried to call and I have tried to go to the spa. Online all appointments are full, you cannot get anyone on the phone, and when I have gone to the business the doors are locked and no one is available even though they are supposed to be open. My Granddaughter finally was able to catch someone at the spa yesterday and ask if we could just get the money back because we are tired of trying. I think 8 1/2 monthes is long enough to try and set this up. My Granddaughter is also moving away for college so she will not be able to keep trying. She was told that they would not give a refund. I don't understand how they can take our money but not make good on the service. To me that is not good business it is stealing people's money knowing that they will not get the service and hoping people will just give up and say forget it I am tired of trying.Initial Complaint
05/11/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The company charged my account $220 when we haven't used the services in about a year. The company then told us that we would hear from someone and we did not. This isn't the first time that this has happened to **. We cancelled last year and the next month they charged ** $55. We contacted them and they refunded the money so I am not sure what the difference is this time. When we did get to speak to someone about it, they said that we should've received paperwork to cancel. I informed them that we didn't receive paperwork to begin so we shouldn't need to do paperwork to cancel. I don't want this to happen again. Now when I attempt to speak to someone, I just get automated messages and nothing is being done.
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Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.