Complaints

This profile includes complaints for Massage Envy of Sugarhouse, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Massage Envy of Sugarhouse, LLC has 3 locations, listed below.

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  Massage Envy of Sugarhouse, LLC

  655 E 400 S Ste B Salt Lake City, UT 84102-2870

• 

  Massage Envy of Sugarhouse, LLC

  2236 S 1300 E Ste D4a Salt Lake City, UT 84106-2803

• 

  Massage Envy of Sugarhouse, LLC

  24 S 500 W Ste B Bountiful, UT 84010

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:07/20/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 had a membership with massage envy that charges a monthly fee for one credit for one 60 minute massage. When I signed up for this membership I realized it was okay for me to accrue these credits to use later, as massage envy had a policy that you could "freeze" your account for free and use your credits up. Then they changed this policy, where now they charge you $20 to "freeze plus" your account and use the credits you have paid for already. Also, I had a difficult time even booking massage for awhile to even use up my credits. I would like the money back for the credits they owe me. I paid for these credits and kept the membership going because in the past I was able to use the massages I paid for at anytime, even if my membership was "on freeze" for no fee. How can they change this policy and charge me a fee now to use credits I already paid for.

• Initial Complaint

  Date:12/06/2022

  Type:Order Issues
  Status:

  UnansweredMore 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’ve been a member with massage envy since 2016. I signed a contract agreeing to pay $50 per month in exchange for being able to book a service to use those funds toward. This year 2022 they have now raised that monthly fee twice and the most recent I was not informed of until I saw $70 out of my account as of 12/5/22. There was no notice of the increase nor was I given any options. If I cancel my membership I will lose thousands of dollars that I’ve paid over the years in monthly fees that I have not gotten services for. As it stands now I can’t even book a massage service until months out so I am not even being offered the services I’ve paid for. I tried contacting the company and they’ve just told me it’s corporates fault and gave me a number to a random attorney as my only course to resolve the matter. I never agreed to pay $70 per month and as I can’t even book a service until February I can’t use the 20 + services I have saved up so at this point they are charging me and not providing the goods.

• Initial Complaint

  Date:06/23/2022

  Type:Order Issues
  Status:

  UnansweredMore 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 purchased what I was told was 6 visits to get a massage and received 2 bonus coupons for free visits on March 18,2021. I signed the documents they put in front of me (shame on me for not reading, but trusted what they told me). I made an appointment for all 6 of my visits and got in immediately with a great therapist. It's been down hill from there. Before my next appointment my therapist quit and I was told to reschedule all of my appointments. I got online and couldn't find any openings for well over a month. Since then I made 3 apptmts with another person and those were cancelled as well because he no longer did massages in the evening when I could go after work. Another appointment I gave to my daughter in law was cancelled because she was pregnant - I had told them she was - they did find the text where they were told and apologized. I could go on and on. Needless to say I asked how many visits I had left and was told 2. I figured I would get those done and never go back. Next thing, last Friday I got a text from them saying my card was being charged for auto enroll. This was the first time since I signed up I had heard of this. Sure enough I look back at my credit card and they had been charging me $65-70 every month since Oct. of 2021. My husband just thought I was going in so didn't say anything, & I had no idea. I have contacted them & explained that wasn't what I was told when I signed up. They emailed back saying that the prior owners did not do things correctly which is why it is under new management and that they sent a notice saying all the contracts would renew last Oct & if we didn't want it to we had to cancel. I either didn't get that notice or thought it was junk mail and didn't read. This is very dishonest. I am told that since I cancelled I also have to forfeit all remaining paid visits after Aug. If I can't get the original visits in over a year, how will I get the other another 10 in 2 mos?

• Initial Complaint

  Date:06/10/2022

  Type:Order 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.

  THEY WILL NOT CANCEL MY MEMBERSHIP! There is always an excuse as to why. I have asked for the “official” membership cancellation form to be sent and they claim there are no managers to send to me- only managers can send this?!?! And there is NEVER a manager to send to me? I NEED TO CANCEL. There are NEVER appointments available, it is a waste of money every month and THEY FIND ANY EXCUSE NOT TO CANCEL. FRAUD!!!!

  Business Response

  Date: 06/08/2022

  This client is not a member through our location. They are a member through Sugarhouse ************ and they have to cancel through their home location.

  Customer Answer

  Date: 06/08/2022

   
  Complaint: 17333632
  
  I am rejecting this response because:until I get help from anyone from this company I will continue to reject. 
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 06/09/2022

  Massage Envy Sugarhouse

  2236 South 1300 East

  salt Lake City, UT 84106

• Initial Complaint

  Date:05/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Years ago, well over ten, I signed up for a membership and have remained a good standing client. Then the pandemic hit and they continued to provide "freezing your account" as needed. Being high risk that was a great service and perfect solution. My risks haven't gone away and neither has the pandemic. However, they charged my card 2/28/2022 for a higher amount than I signed up for, $65. Which I have disputed with my bankcard. Then they attempted to process $140 and on 5/12 they denied it and asked for proof, I sent them a screenshot. To top it off, they say I have 9 prepaid visits when in reality I have 18! They keep changing management. Never notified me of price increases either. Say they'll get back to me and don't, or finally do and don't address the issues. Now they want a Dr's note?! And saying I've been frozen for 17 months as if I'm doing something wrong? It's called a pandemic. If they want to terminate my contract because of my health risks and the pandemic, fine, but they owe me at least $1000. I just don't know where else to turn! Thanks.