Complaints

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:05/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Massage Envy Membership #******* - Member since 11/13/2016 10 monthly payments in the amount of $65.00 Massage Services Requesting reimbursement of the 10 pre-pays, in the amount of $650.00 as I am unable to use them due to having breast cancer, which was diagnosed on 05/05/2023. I am still in treatment with my 3rd surgery tentatively scheduled for 11/2024.The business has not tried to resolve the issue as they have been unresponsive.The following email was sent to to corporate, client relations as well as the general manager and no one has been responsive. To Whom It May ********** name is ***************************** and Ive been a member of Massage Envy (**************, **) since November 13, 2016. On May 5, 2023, I was diagnosed with triple negative breast cancer and have undergone 2 major surgeries, and 16 weeks of chemotherapy and have yet to have reconstruction surgery. As one could imagine, although I have health insurance, medical expenses are abundant, and as a result, Ive had to make many financial sacrifices, including freezing my Massage Envy membership. While I do intend to remain a member, to unfreeze my membership and resume massages, at this time Im just not physically able to enjoy massages. Until which time I am able to unfreeze my membership, I am requesting reimbursement of the 10 prepays currently on my account as I am unable to use them at this time and could use the money to pay towards my growing medical expenses. Your consideration in this matter would be greatly appreciated.Best,********************************

  Customer Answer

  Date: 06/05/2024

  To Whom It May ******************* the above subject, please be advised, the company did resolve the matter, a full refund was issued as requested.
  
  Thank you.
  
  ********************************

• Initial Complaint

  Date:04/22/2024

  Type:Customer Service 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.

  Today I got a call from Massage Envy in ************** *** at *************************. I had a membership and 2 sessions paid ahead but cancelled several months ago and called them. The person I spoke with never said you must file a cancel paper and did not say I had only 60 days to use my other 2 sessions and now are saying I have to pay again for them to reinstate my membership but since Im cancelling that makes absolutely zero sense. I was a first grade teacher. Im 68. I have 17 grandchildren and do a lot to volunteer at church. I am ********** I am shocked at how cruel Ive been treated today. They waited until the very last day to reach out to me. No one ever called these past 2 months to say I had 60 days to use my credits that I paid for already or that I had to file a form. I was threatened and not listened to either. I can and will tell anyone and everyone about this poor customer treatment unless it gets resolved fairly.

• Initial Complaint

  Date:06/27/2023

  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.

  My husband purchased the package back in 2019 where he would pay $50/month and have so many credits towards massages. He was going on a weekly basis and then Covid hit in 2020 and he had to put his account on hold because of staffing issues. When staffing issues were somewhat resolved, he then was being charged $65/month and was not able to get in for a massage without booking 2 months out, causing all of his credits to be at a standstill. Still to this day, the booking of appointments has not changed to resolve this issue. He still has to put his account on hold every four-six months. He has been charged for *** and June and has been trying to get in touch with the manager to cancel the account and give him a credit for both months. It has been almost 2 months; several calls made and emails sent and the manager still has not called back or resolved this issue.

  Customer Answer

  Date: 07/24/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Massage Envy regarding complaint ID ********.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/11/2023

  Type:Customer Service 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 am being charged $75 a month for services I can't render. Every time I try and schedule an appointment they no available openings for months and they don't take/do any appointments after 60 days time. its not been 3 years and I have over $3000 in un-rendered services. They are literally using me as a blank account. I can pause my membership upon to 90 days but if I cancel I lose any services I paid for in advance. So I can't cancel, I can't get a refund and I can't schedule an appointment. Then WTH am I suppose to do ? just sit back keep letting them take money out of my account. Every time I talk to someone and call back to months later everyone is new! no one remembers me or what the h*** I'm talking about. they go through managers like water! in the mean timer I the client is getting tortured. I no longer feel comfortable going there so I just want all my pre paid services refunded and I will take my business else where.

  Customer Answer

  Date: 05/02/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Massage Envy regarding complaint ID ********.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:04/01/2023

  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.

  I have a membership for myself & 1 for *********************. Both fees r pulled from MY bank account. My membership I had for a yr or 2 cancelled then renewed & for him one as a gift since we both work hard on our feet every day. Starting around the end of 2019 it was getting harder to book appts due to their ***************** got worse after the pandemic. I have had the accounts frozen (for a fee) once for 6months while trying to use credits & also they did it again twice kindly waiving the fees but have started charging again. Each time the rates r rising. My bf isnt as persistent as myself for trying to ************** body doesnt hurt as bad as mine. He was at 14 unused massages last yr & worked over the phone instead of online to try to book out further. ******************** location had flooded & they sent over therapists so he got a few booked for 2 months.(Online only allows ************ ALWAYS FULL!!!!!)The last one he showed up for they sent the therapist back to ******** but he wasnt informed. (they used to let me transfer some of his years ago to my account when he wasnt using them fast enough but they no longer allow that) They do not allow ANY refunds. I never had a problem here until starting the end of 2019 & I finally sent for my cancellation papers today cuz I cant afford to keep paying for a service they cant provide to us locally & when the 6 month freeze ends they start processing payment thru ur bank again w/o warning. We work long hard hours & have now been forced to schedule & pay w/other companies or thru physical therapy. I would just like to be able to get back some of the money Ive paid in for nothing. I have no time to travel an hour away to book w/another location. Im burnt out on trying to work w/them for the last 3-4 years.

  Customer Answer

  Date: 05/04/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Massage Envy regarding complaint ID ********.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:03/10/2023

  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.

  I have over 40 massages backed up between my husband and I. Every time we call to book they are booked out 3+ months. The only way to get a massage is to get lucky and get a cancellation. If we cancel we will lose all our massages weve already paid for. If we freeze they want an ADDITIONAL $20 a month to use the massages weve already paid for. This makes the price higher than a membership rate should be. All I want is my membership cancelled and to either get my money back for what Ive paid for or be able to use my massages on a freeze without having to pay additional money. This is crazy when I call and am told in march 10 their earliest booking is in June!! They have no issues taking our money every month in the first but are pretty much refusing to allow us to use our massages by not allowing us to freeze without more money being taken from what weve already paid for.

  Customer Answer

  Date: 04/05/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Massage Envy regarding complaint ID ********.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/02/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  We have been with Massage Envy since they started in **************. Their program asks clients to pay up front through a program that allows for massages at a discounted price. When COVID came along, they were closed for quite awhile and when they finally did reopen, it was with way less therapists that they previously had and it was impossible to get appoints as everyone was trying to use their prepaids. Because I have asthma, I waiting until I was fully vaccinated and also had the booster before trying to resume using the program. This resulted in my accumulating 23 prepaids. After several times of trying to schedule a massage and then having my appointments canceled, I requested they cancel my account and asked for a refund. They refunded me for 4 and said they would extend my membership by 12 months to try to use the prepaids. I have now had them cancel and reschedule only to show up and find out they never got me rescheduled. When I asked for forms to request a full refund (the previous manger who canceled my account told me for a full refund there were additional forms to fill out) I was told they do not do refunds. I am out approximately $1080 dollars for prepaid massages that they seem to not be able to provide in a timely manner.

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]  While they did refund  4 payments and allowed me to extend my prepaids for up to 12 months, what they failed to mention was they are still understaffed and when I have made appointments, I can't schedule another for 2-3 months out.  There was no way I would be able to use all of my prepaids.  This does not take into considering the two times they had to cancel my appointments.  Their response also mentioned their other services.  I am not interested in facials with them or their "stretching" expert as that is not why I joined in the first place.  They mentioned they were only closed for 2 months, but they did not have the staffing to take in all of the appointments and since I have asthma, I was not comfortable even going until I was fully vaccinated, which I was as of November 2021.  I would think under the circumstances of the last two years and their inability to provide clients with appointments in a timely manner and with good, qualified therapist, they would be more amenable to supporting their long term clients and refunding their hard-eaned money that was paid to them with the understanding they would be able to provide the services that were paid for.
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  Date:06/15/2022

  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.

  My husband and I purchased a $100 gift card in January of 2022 that came with an extra $20 dollars promotion card.. In Feb I calked to make an appointment, all schedule were full. The staff assured me the $20 promotion card will be extended so no rush to make an appointment. I called in April, they were booked again, called in May samething.. decided ok Ill call another location.. The location in ******** was also pretty fully but had one opening, however when I found out I couldnt use my promotion that was suppose to be extended, I cancelled with them and decided I needed to figure this out with Fredericksburg branch. I called Fredericksburg on June 13th, and was told they are fully booked for three months, didnt receive any info about my promotion. I asked to speak to the manager, she was not in. The staff *** assured the manager will call me the next day, Tuesday. I did not receive a phone call. I had my husband call on Tuesday evening, they told him manager will be in Wednesday and will call, no phone call Wednesday. I called again June 15th Wednesday, no manager and was told to provide my email cause shes better with emails. I just want to be funded for my gift card, its a headache dealing with this place. All Im asking for is my money back.

  Customer Answer

  Date: 08/15/2022

  
  

  No I have not heard from this facility. Please ensure to insert this in the close case remark. 
  
  

  Sent from my iPhone