ComplaintsforMassage Envy

• Initial Complaint

  12/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have a member account with massage envy but i opened my account with this location. I have called numerous times and have requested a pause on my payments because i am not able to go to the location anymore, the payments continue yo come out and the manager is never available. The closer locations seem to be booked and the customer service is horrible for all massage envy locations i have called. I would like a ta refund of my last 2 payments and cancellation of this account.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I joined Massage envy in 2009 at their Potomac Yard, VA location, I am in the military so I told them I would be moving around a lot. They told me it would not be an issue. Now, in 2022 I am being charged an up charge when I go to other locations. Also when the pandemic hit in 2020 they froze (did not charge) everyone’s account for 3 months (April-June 2020). They then started charging full price even though we were still in a global pandemic where we had to stay 6 feet away from people. If any activity isn’t smart during a highly contagious pandemic it is getting a massage in a small room with someone you don’t know who will be touching you. Once the vaccine came out and I started to try to book appointments in my area (Columbia MD) there were never any available appointments. When I called the Potomac Yards location to ask to freeze my account because I had accrued over 30 massages they told me I could not freeze my account and still use massages. I had to do what they call freeze plus where I would get charged $20 a month in order to be able to use the massages I had already paid for. Unfortunately, during that time period, I was only able to use 3 massages. They kept trying to get me to do this new stretch thing but I didn’t join MASSAGE Envy for stretching and I don’t trust their therapists training to stretch me without injury as the quality of their therapists (when you can get a massage) has also gone down since 2009. I just want to be able to end my membership and not lose the 30ish massages I have paid for over the last two plus years of a global pandemic. Unfortunately you can’t stop your membership without losing your massages. Massage Envy’s business practices are questionable at best but I really see them as criminal. Last point is Massage Envy corporate takes no responsibility for any issues. Just check their ******* responses anytime anyone ever reaches out with an issue.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Membership. I have called this establishment several times to cancel my membership. I explained to them that I have relocated and the nearest Massage Envy is over an hour away. I was told that I had to provided proof. I sent them copies of 2 different bills via email. ***** stated that she would email me and I should respond to that email. I called and spoken with **** and *****. They stated that a manager would have to send me a cancellation form. I have called at various times to speak with a Manager, only to be told there is not one available. As of February 24, 2022, no one has returned my calls and my debit card has been charged again. I am not able to use the service anymore.

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