ComplaintsforMassage Envy

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, March 18th, at 8:00 PM I was given a 60-minute massage by ***************************, at the Massage Envy located at ****************************************************. The next morning, I awoke to find that every single joint area in my body was extremely stiff and swollen. I had no flexibility or capacity to bear weight on my ankles, wrists, fingers, elbows, shoulders or knees. I could not get out of bed. I called the location and spoke with *********************, who identified herself as the regional manager. I explained the situation and she stated that someone from an external company would reach out to me for the incident reporting process. To the day of this statement, this has not happened. As the days bore on, my condition worsened causing a great deal of distress and desperation. I was immobilized for an entire week, losing days of work and enduring much distress. I sought medical help and had tests done in order to rule out other causes. The tests ruled out all other possible causes such as preexisting or viral conditions, and thus left no doubt that the massage had injured me to the point of causing a lymphatic edema. Aside from an email from a person named ***************************, who identified herself as the Mid-Atlantic Regional Training Manager for PCRK Group, thanking me for my feedback which provided us with ample coaching material," no one has reached out to me. I have written emails and called explaining the severity of the situation and asking that someone issue a written response with an explanation of which steps the company intends on taking in order to assume responsibility for the injury and distress caused. As mentioned, I have not heard back to this date. Not only is the injury and distress caused a demonstration of a lack of oversight and safety measures on behalf of Massage Envy, but the lack of response on behalf of ********************* and ***************************, are a demonstration of utter disregard and negligence for the wellbeing of their customers.

  Business response

  04/23/2024

  Thank you for this feedback, however, franchise group does not own the Massage Envy Short Pump location and therefore can not process any refunds in our system. We encourage you to reach out to the *********************** team for resolution. Their phone number is **************

  Customer response

  04/23/2024

  I am rejecting this response because:  the BBB directed my complaint to a franchise group that does not own the Massage Envy location at the address indicated on my complaint.

  Business response

  04/24/2024

  The locations are franchise and independently owned and operated. The Massage Envy location at the address indicated on this complaint is not one of our locations under this franchise. Please reach out to the correct location. 

  Customer response

  04/24/2024

  As indicated by the business response, because Massage Envy is a franchise with independently-owned locations, the BBB must send the complaint directly to the location in question: Massage Envy, 4346 *******************************************************

  Business response

  06/06/2024

  
  Dear Better Business Bureau,
  
  Complaint Number: 21607480 
  Complainant:********************
  
  Thank you for bringing this matter to our attention. We take all customer feedback seriously and strive to improve our service continuously.
  
  *************************** and I had the opportunity to speak with Ms. ***** on two separate occasions regarding her concerns. I would like to clarify that when I initially took her information, I was under the impression that someone from our team would reach out to her. As I am relatively new to this process, I apologized to Mrs. ***** for any confusion or inconvenience this may have caused. 
  
  During our conversations, I listened to Ms. ******* concerns and acknowledged my mistake. I sincerely apologized for the misunderstanding and assured her that we would resolve the issue promptly. Please note that this report of injury to Ms. ***** was reported to Massage Envy Corporate on 3/19/2024 as soon as we were notified of the injury. This report is attached. 
  
  I am pleased let you know that when we spoke to Mrs. ************* 4/30/24 and she found our resolution satisfactory and expressed her gratitude. After speaking with Ms. ****** she was understanding, and I assured her that she could keep me posted if she needed anything else. Her feedback is invaluable to us, and we appreciate her patience and understanding. Ms. ***** requested a refund, including the tip money, and we have processed both refunds as requested on April 5th.  Attached youre your reference, there are the 2 receipts for the refund.  80 for the session and 30 for the *** that she requested.
  
  If there is anything more, we can do to assist, please do not hesitate to reach out.
  
  Sincerely,
  
  *********************
  Massage Envy
  PCRK Group
  ************

*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. ↩