ComplaintsforMassage Envy

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked to purchase a gift card. Before the transaction cleared my credit card, and in less than 24 hours, I told them I no longer wanted to the gift card. They refused to cancel the transaction.

  Business response

  07/05/2024

  As with all United States businesses gift card are not refundable, and it states that on the gift card itself.  Does not matter if you changed your mind 24 hours later. 

  Customer response

  07/05/2024

   
  Complaint: 21943699
  
  I am rejecting this response because:
  
  I did not change my mind 24 hours later. I asked you to cancel the transaction, in a less than 24 hour window (in fact I believe it was a 6 hour window), before it was processed. You refused to cancel the transaction, despite my request, before it went through. As such, theres no contract because you havent received payment, or consideration. 

  Sincerely,
  
  ***********************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May 29, 2024 Massage Envy (a monthly membership business) in *******, ** and *****, ** closed their doors permanently with no advance notice to customers OR employees and no refunds.As a member, they deducted $85 per month from my bank account and in return, I received a one hour massage. Massage Envy has confirmed that at the time of their closing, I had 12 massages owed to me ($1,020.00). My account number is my phone number.In addition, the week before the closing, I purchased 2 gift certificates at $85 each for friends with proceeds from my account. Of course those gift certificates are worthless now, so Massage Envy needs to credit my account back for those two, so 14 massages are owed to me ($1,190.00). *********************** owned both the ******* and Chico franchise for Massage Envy and he owes me $1,190.00 and is currently in hiding because he owes many people a lot of money.Franchisee Owner, *********************** c/o CSG Holdings CA, LLC ********************* ********************************************************************************************

  Business response

  07/01/2024

  My name is not ********************* and I never owned the 2 locations that this customer is speaking about.  You are sending this complaint to the wrong company and this customer clearly spelled out the company's name that owned those 2 locations.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Massage Envy forced me to terminate my suspension of services while I was living internationally and would not let me cancel. Then, they refused repeatedly to come to any material resolution where I could use all services in a reasonable time which had already been pre-paid or to transfer these pre-paid services to other customers or potential customers. This company has abusive subscription services. I am a disabled veteran from the US Navy and used their services to help ameliorate the pain of the disability. They have taken advantage of that need for their greed to have an excessively rigid contract. I'm not disputing that I signed up for the service. I am disputing their unwavering, abusive rigidity to their subscription service. They even have an additional fee to suspend service. I now have approximately 30 pre-paid massages in their system, and I continue to incur 1 more each month. Their solution is to book those massages myself over the next 120 days (1 massage every 4 days), transfer 1 per month to a third-party of my choice, and pay a $10 per month suspension fee. This is an abusive policy. I would like an apology and some way to actually use the services I have paid for in a reasonable time.

  Business response

  06/12/2024

  Hi,

  This complaint came to the wrong location. This client is not a member at a location owned by *********************************. He needs to contact the location that he signed up at to find a solution. All though we are a franchise, we do not have access to client information for locations outside of our owner group.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Beware of this scam! They sold us a year membership with 12 prepaid massages, and then I got hurt a couple of months into the membership. I went to them asking if I could freeze it with medical documentation and they told me "no problem" and that the credits for the massages would not expire (They confirmed this on multiple occasions). So I let myself heal, and then began to use it.They then tried to fraudulently charge my credit card when I booked an appointment for a massage that was prepaid, I continuously called to ask to speak to a manager about the fraudulent charge and never got a call back (Even though they always told me a manager would call me back), and now they're saying that the credits only didn't expire if I continued to pay high monthly fees (something not a single person told me before this). Owner, *****************************, literally just assaulted me in their location when she had my property in her hand and I tried to take it back (she ripped a paper out of my hands that was mine, and when I tried to reach back to take it, she hit my hand... And I have the entire thing on audio recording where you can actually hear it happening and I immediately called her out for assaulting me which she denied before learning that I had it on recording). Extremely unprofessional, stay away at all costs! Taking them to court to get my membership fees back...To add to that, I have an actual email from them on file from when we purchase the membership that the credits would accumulate, no expiration date, and confirming that I can transfer them to other people if I'd like. That is the exact opposite of what they just told me in the store now and they're stealing my money and running...

  Business response

  04/20/2024

  This clinic is not owned by the owner listed for this BBB account. She needs to contact the specific location for help, we are unable to help members from other locations.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called Massage Envy today, April 16th 2024, to cancel my membership. I had walked in last month wanting to buy one hour of massage for a friend and gift it to her. The lady at the desk convinced me to get a membership for her instead because she could get 3 massages instead of one if she was a member. She told me I had until April 16th to cancel if I did not want to continue to pay for my friend. I called this morning and I was transferred to the manager. Her name is ***********************************. She was very rude to me. I explained to her what happened and when she told me that I had already been charged I explained to her that I was told I had until today and that I wanted a refund then. She said we could do that but she was explaining to me what had happened so we could be on the same page. She proceeded to tell me she would send me the cancelation paperwork and it would take 1-10 days to process. Which no one told me it would take that long. They just told me to call and someone could cancel it right away. Then I asked ******* how long my refund would take to process, she then stated I would not be getting a refund, I explained what she said to me and she denied it and said I would not get a refund and then HUNG UP on me. I was not rude to her, I was frustrated because anyone would be in my case but I was not rude or used any rude language with her. No need for her to hang up on me. As the MANAGER that she is, hanging up on a customer with no resolution or any other way of helping me, is totally uncalled for and very unprofessional. I called back to talk to another manager and I was given the round around and she refused to talk to me with the excuse that she was with another client. When the lady at the front desk had previously told me that ******* was in in the back and she needed to transfer me. So many things turned out wrong this morning and I still have yet to get my membership cancelled or have a resolution to my problem.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transaction 2015-2023 Money Paid=$85 monthly plus other fees Currently approximately $700 worth of credits on account The business is withholding credits by adding rules to services and scheduling Not allowing booking ahead more than 1 month Not allowing to book more than 1 massage at a time Not allowing more than 1 account pause to catch up credits per 6 months Charging to pause account & limiting how often can be done Charging to share credits & limiting how often can be done Business has not tried to correct the issue I want a refund of my credits and to cancel my account as I cannot utilize quality or quantity of services as advertised This is false advertising and misleading customers This business charged full monthly fees to my account even during 100% closures and lock down This business is using psychological manipulation in their new tipping system which also charges a mandatory service fee.

  Business response

  01/05/2024

  First, I want to point out that this complaint came to the wrong location. The complainant is a client at the Silverdale location, not Spokane. However, both locations are owned by the same person. In response to the many inaccurate complaints I can say that we are following what is laid out in the membership agreement, which she signed.

  Complaint 1: Our schedule is open 8 weeks at a time, the current schedule goes through February 29th, ****. With openings as soon as tomorrow.

  Complaint 2: We do NOT limit the number of appointments that can be booked in a month. The credits can also be used for all of our services including facials, chemical peels, microderms,. and stretch services. There is plenty of availability for the complainant to schedule appointments and use her credits.

  Complaint 3: There is a limit on how many times and for how long a membership can be on pause for during a year. The pause is a *** of 6mos per year. Because this is a membership a pause that allows you to still use your credits, still requires some sort of membership fee per month. This fee is only $20, instead of the normal $90. Which is a savings of $70.

  Complaint 4: There is a $10 transfer fee applied to all credit transfers and you are limited on how many credits you can transfer a month and on how many you can transfer to one individual. This is all stated in the membership agreement that the client signed when she chose to become a member. We do this to limit membership sharing. 

  Complaint 5: We have not had any recent long term closures. If there had been a long term closure we would have given people notice and shut off our billing. In regards to still being charged during lockdown, which I can only assume the complainant means closed due to Covid. The current owner was not the owner at that time and I cannot speak to what happened then. 

  Lastly, the complainant has already canceled her membership and she has until March 6th to use the accrued credits on her account. Per the membership agreement no refunds will be given for any reason. She can call or go online to schedule appointments with availability as soon as tomorrow.

  Customer response

  01/07/2024

  Compaint #1-The specific type of massage I require is firm pressure. Light or medium pressure is not adequate for my needs and is a waste of my time and money. I also prefer a woman to massage me. I am paying for a service that needs to be appropriate for me not for someone else. I am also not interested in facials as I signed up with massage envy in 2015 for massages, not anything else. When attempting to book massages in the 8 week window listed by Massage Envy on their BBB response to my complaint, I determined that this information is false. The window that is open on their website as of JAN 7, **** ends on February 18th. This is a 6 week window not an 8 week window. 

  I researched available appointments that would appropriately fit my needs and determined that my claims are indeed accurate. There are no appointments available in that window of appointments that can provide me a woman massage therapist who can perform deep pressure massage during a time outside of my workday as a teacher. I have downloaded ALL PDFs of daily massage appointments available on the Massage Envy site between dates Jan 7, ****-February 18, ****. The calendar does not allow for appointments past this date.

  Complaint #2-I cannot prove this statement; however, when I attempted to book more massages to make it easier to get appropriate appointments, I was told by staff that I could only book another one after I had completed my current one. If this has changed, the business did not notify me. As to plenty of appointments being available as stated by Massage Envy, please refer to my previous comments regarding appointments and services.

  Complaint #3-I am not saving $70 when I am being charged $20 for services I already paid for. This is misleading and inaccurate to deem this as savings.

  Complaint #4-I would not have had a need to give massages away to others if I could adequately utilize them myself. I only wanted to share what I had already paid for when it became clear I was trapped in a situation that prohibited me from using what I had paid for. If the initial membership clause included this transfer fee when I signed, I was not concerned, as I was convinced and sold on the idea that I would be the one getting the massages and using what I had paid for. Otherwise, I would have never signed up.

  Complaint #5-There was indeed a long term closure during COVID, and I was charged the entire duration of this time during which I racked up a lot of massage hours. Taking over a business as a new owner means taking care of your clients and the condition they were left in, if you wish to keep them, that is. If it is not your problem, then they are not worth your time. This is a poor business and customer service mentality, unfortunately. I work hard for my money, and I prefer to be valued by the businesses where I choose to spend it.

  Complaint #6-As previously stated, when attempting to book massages in the 8 week window listed by Massage Envy on their BBB response to my complaint, I determined that this information is false. The window that is open on their website as of JAN 7, **** ends on February 18th. This is a 6 week window not an 8 week window. 
  I researched available appointments that would appropriately fit my needs and determined that my claims are indeed accurate. There are no appointments available in that window of appointments that can provide me a woman massage therapist who can perform deep pressure massage during a time outside of my workday as a teacher. I have downloaded ALL PDFs of daily massage appointments available on the Massage Envy site between dates Jan 7, ****-February 18, ****. The calendar does not allow for appointments past this date. I will be unable to use my credits due to services being unavailable. Due to lack of services my credits should be refunded to me.
  
  
  

   

   

  Customer response

  01/07/2024

  Complaint: 21054267
  
  I am rejecting this response because:

  The specific type of massage I require is firm pressure. Light or medium pressure is not adequate for my needs and is a waste of my time and money. I also prefer a woman to massage me. I am paying for a service that needs to be appropriate for me not for someone else. I am also not interested in facials as I signed up with massage envy in 2015 for massages, not anything else. 
  

  When attempting to book massages in the 8 week window listed by Massage Envy on their BBB response to my complaint, I determined that the information they provided is false. The window that is open on their website as of JAN 7, **** ends on February 18th. This is a 6 week window not an 8 week window as they stated. 

  I researched available appointments that would appropriately fit my needs and determined that my claims are indeed accurate. There are no appointments available in that window of appointments that can provide me a woman massage therapist who can perform deep pressure massage during a time outside of my workday as a teacher. I have downloaded ALL PDFs of daily massage appointments available on the Massage Envy site between dates Jan 7, ****-February 18, ****. The calendar does not allow for appointments past this date. I have provided 5 attached visuals of these PDFs as the system would not allow me to submit all of them.

  Previously when I attempted to book more massages to make it easier to get appropriate appointments, I was told by staff that I could only book another one after I had completed my current one. If this has changed, the business did not notify me. As to plenty of appointments being available as stated by Massage Envy, please refer to my previous comments regarding appointments and services.

  Massage Envy has stated that I am saving $70 when my account is paused. I am not saving $70 when I am being charged $20 for services I already paid for. This is misleading and inaccurate to deem this as savings.

  In reference to massage transfers to others, I would not have had a need to give massages away to others if I could adequately utilize them myself. I only wanted to share what I had already paid for when it became clear I was trapped in a situation that prohibited me from using what I had paid for. If the initial membership clause included this transfer fee when I signed, I was not concerned, as I was convinced and sold on the idea that I would be the one getting the massages and using what I had paid for. Otherwise, I would have never signed up in the first place. To even have considered this would be an issue is in the future is outlandish. Who would sign up for services they could not use? That would be like throwing money in the trash.

  As stated by Massage Envy that there have been "no closures." There was indeed a long term closure during COVID, and I was charged the entire duration of this time during which I racked up a lot of massage hours. Taking over a business as a new owner means taking care of your clients and the condition they were left in, if you wish to keep them, that is. If it is not your problem, then they are not worth your time as is the case here. This is a poor business and customer service mentality, unfortunately. I work hard for my money, and I prefer to be valued by the businesses where I choose to spend it. I prefer to get what I pay for. 

  As previously stated, when attempting to book massages in the 8 week window promised by Massage Envy on their BBB response to my complaint, I determined that this information is false. The window that is open on their website as of JAN 7, **** ends on February 18th. This is a 6 week window not an 8 week window. 

  I researched available appointments that would appropriately fit my needs and determined that my claims are indeed accurate. There are no appointments available in that window of appointments that can provide me a woman massage therapist who can perform deep pressure massage during a time outside of my workday as a teacher. I have downloaded ALL PDFs of daily massage appointments available on the Massage Envy site between dates Jan 7, ****-February 18, ****. The calendar does not allow for appointments past this date. 

  I will be unable to use my credits due to services being unavailable. Due to lack of appropriate services available from Massage Envy, my credits should be fully refunded to me.
  

  Sincerely,
  
  ***********************

  Customer response

  01/15/2024

  The case is not resolved. I am not sure why I got that message. I did not receive a response to my 2nd response saying I did not agree to the resolution.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Sunday, October 22nd, 2023 I was contacted by ********* via telephone, a manager of the Massage Envy franchise located at ***************************************************************************************. ********* was attempting to recoup funds for a service rendered On Friday, October 20th, 2023. There was a minor miscommunication of which monthly package I initially signed up for & due to this miscommunication, upon completion of my massage on Friday, October 20th, 2023 I assumed I had 90 minutes of accrued time to cover my 90 minute massage. The front desk associate also assured me & confirmed that I was in good standing to leave the clinic as well. About an hour later, I receive a call from Desirae, a front desk associate at the Massage Envy franchise in **********, **************, asking had I been assisted prior to check out & stating that there was no payment received for services rendered. I explained to Desirae that I should have time accrued as I pay monthly for services. ******* explained that she could NOT see my accrued time, however; she could see that I did not have any time available. Perplexed at this contradictory statement, I insisted that I be allowed to contact my home clinic in ************* prior to paying a fee that *** not be owed. However, ********* contacted me & unprofessionally attempts to recoup those funds prior to me being offered clarity on the matter. While on the phone, she asked me if AT MY AGE if I believe it is appropriate to leave without paying for a service, she insisted she would flag my account as theft of service & threatened to contact the police. I immediately hung up, drove to their clinic to rectify the matter face to face. Upon asking for *********, she comes out of her office, sees me and refuses to take my payment. She slammed her office door twice & threatened to contact police for simply coming to pay what was owed. She refused to communicate with me & threatened to contact police because I am black. This is highly unacceptable & dangerous.

  Business response

  10/24/2023

  This client will have to contact their home location or corporate to rectify this situation as we are all independently owned and operated. 

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to get a massage from Zac and mentioned I was a little hung over and tired. He refused to give me a massage saying it would release alcohol from my muscles or something absurd since massaging your muscles when you have no alcohol in your system will not magically create alcohol. They would not give me a refund either. What a bunch of crooks. Go somewhere else for a massage. You cant charge someone for a massage then just not do it because you dont feel like it and not give a refund. Just mind blowing

  Business response

  08/14/2023

  Hello! 

  This client did not visit our location. He will have to fila a complaint with the location he visited or corporate. 

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a member agreement with Massage Envy in ********** for a monthly massage. I pay a monthly fee in return for a service. They consistently do not provide a service but continue to charge my card every month. Every time I show up the massage therapist is not there even though I have received confirmation text messages. At this point I have paid them hundreds of dollars and not received a service. They will not give me my money back. They let you freeze your account but you have to continue to pay a small fee while your account is frozen. I was frustrated about that but I agreed to do it while I tried to make up all the sessions that I had accrued, but the therapist continue to not show up. At this point, I have paid them hundreds of dollars and not received a service. If I cancel my membership, they will keep the money and give me nothing. I will have to continue to pay the smaller monthly fee and continue to get no service. No matter what, I pay them and they provide nothing. The only fair option at this point is to give me my money back. When I tell them that, they say that the terms I am asking for are not in the member agreement and that I would be make breaking my portion of the member agreement but it is Massage Envy that is in violation of the membership agreement by not providing a service while continuing to take my money.

  Business response

  06/12/2023

  Hello! 

  It looks like this client is a Member through a clinic in Georgia. She will need to contact her home location or corporate to get this issue settled.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband booked a massage for my at Massage Envy this past Saturday at noon. I received a text that morning asking me to fill out and answer a page of questions regarding my health over the past 14 days, Covid, and saying if I had any sick symptoms or was not feeling well that I needed to reschedule. I was not sick and answered all of the questions. I get to Massage Envy at 11:50am, appointment was at 12pm. ****** met me in the waiting area and got me into the room at 12:05 and apologized for being late but I assumed that meant she would still give me the full massage I was purchasing. My massage starter a 12:12 (I always look at the time when I get on the table). The massage therapist coughed approximately 20 different times during the massage and kept saying it was a sinus issue. She had to stop and blow her nose several times and assured me she was using hand sanitizer each time. She would then start rubbing my back without applying oil so it basically felt like a rug-burn on my skin. Massage ended at 12:55. I understand that 10 minutes of the massage time is used for ********** and dressing but this meant I lost 7 minutes due to her starting late. Beyond frustrated with the experience. It is not relaxing to have someone coughing and blowing their nose or explaining their sickness while they massage you. I reached out to customer service and was told they would love for me to come back for another massage that they want me to pay for but they will give me a free enhancement. Like seriously? I woke up this morning sick and am now dealing with trying to work while feeling awful. I obviously dont know if I got sick from that appointment but the sheet fact that clients must fill out forms saying we are not sick but employees are allowed to work while they are clearly sick is absolutely absurd.

  Business response

  03/07/2023

  Unfortunately this is not our location and she will have to take her concern to the location that she was seen at to remedy this issue.  

*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. ↩