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Business Profile

Massage Therapist

Massage Envy of American Fork

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/15/2023

    Type:Product Issues
    Status:
    Unanswered
    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 set up a stretch appointment less than 24 hours before appointment time on 10/3. I was sick on the morning and called in to cancel appointment. I got charged for this. I disputed the charge and was told that the manager would call to resolve the dispute. About 1 1/2 months went by, with me calling, going in to location, and finally emailing. No response from owner. I was able to touch base with agent who informed me that I would receive a free massage. I booked an appointment for 11/13. When I went to the location for my appointment time, I was told that the therapist was out sick. So, they never called me to inform me and wanted me to re-schedule. Ok, re-scheduled for 12/7. I receive a call 4 hours prior to my appointment time that the therapist is out sick and they want me to re-schedule. So, I get charged when I was sick and didnt have a chance to give a 24 hour advance notice, but when it comes to therapist being sick, one time they dont inform me at all and the 2nd time they inform me 4 hours before! I asked for a refund at this point and was told that my information would be passed on to the owner. Still have not heard anything as of today 12/14. I want my money refunded.

  • Initial Complaint

    Date:03/02/2023

    Type:Product Issues
    Status:
    Unanswered
    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 signed up to receive monthly massages. After my initial massage over a year and a half ago I still have only received one massage even though I paid $75 a month for thr service. They claimed to not have massages available donto covid however would not stop thr charges. They told me November 2022 would be the last payment of my contract. I spoke over the phone multiple time to cancel in November and December. They confirmed November was thr last of thr charges. They still continue to take out money each month. They will not return my phone calls. I have requested a new HSA card and tried to block them from my card without success. They just to so the right thing and end this. Do not recommend to anyone. They do not have the services available and will steal your money.

  • Initial Complaint

    Date:11/10/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    My wife and I each purchased a one-year membership and paid everything up front. However, during the 10 months we've had the membership, we've had a grand total of 3 massages between the two of us. The business has cancelled on us the last five times we have attempted to use our benefits. Many of the cancellations have come within 24 hours of the appointment time. I tried calling the owner using the number displayed in the lobby. I reached her once and explained our situation and expressed my desire to be refunded for the unused portion of our memberships. She told me that she would call me back later that same day after researching the issue. I received a voicemail from an employee that evening stating that the owner was not able to make it to the office that day but would call me the next day. I received no further communication from anyone. I tried calling back three times in the subsequent weeks, leaving voicemails each time with my contact info. My suspicion is that she has blocked my number or is intentionally ignoring me.

  • Initial Complaint

    Date:10/22/2022

    Type:Order Issues
    Status:
    Unanswered
    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.
    09/10/2022 Massage envy over charged me 195 dollars for a past due balance of $60 for a massage envy membership. They avoid my calls and messages, the only way I got a response was by going in to the location and speaking with front desk. They contacted me once after that and now they won’t call me back.

  • Initial Complaint

    Date:09/20/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 signed what they have now told me is a yearlong contract, when I tried to get out of the contract at month 8 due to not being able to get an appointment they denied my request. My scheduled appointments have been canceled 3 times in a row all with less than 1 days notice. I feel this qualifies as a dishonest business practice that should be investigated.

Massage Envy of American Fork is NOT a BBB Accredited Business.

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