Complaints

• Initial Complaint

  05/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Given the lack of customer service, lack of available therapists , and unavailability of appointments Massage Envy is no longer a trusted company. I am unable to make appointments unless it is weeks or months out and the knowledge and expertise of employees is disheartening. I want a FULL REFUND of unused services and for my membership to be cancelled.

  Business response

  05/26/2023

  Thank you for bringing this matter to our attention. The clinic manager has reached out to the customer twice this week to address her concerns and discuss her options. We are waiting to hear back. We were not aware of these concerns as we have no record of the customer discussing this issue with anyone from our staff. Our records also show that the customer has cancelled 4 appointments in the last 6 months and that we had to cancel on her once due to a service provider illness. Please let me know if there is anymore information we can provide. Thanks you.

   

  ******* *****
  Vice President of Operations 
  Cambridge Spa Group
  ***********************
  ###-###-####
  
  

  Customer response

  05/26/2023

   I am rejecting this response because:
   I am unclear on why the business is stating how many cancellations I’ve had in 6 months. Furthermore, the business has canceled more than once due to family emergencies. As I’m not an employee of the company, I do not know what practices their employees practice when rescheduling appointments due to unavailability of technicians. They could have marked cancelled and then rescheduled.
  

  As I stated in my email to ******, the manager, I want a full refund of unused services.  Using 6.5 services in 60 days is not feasible. I will state again, I want a full refund of unused services.   

  
  

• Initial Complaint

  10/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I received a bill of $70 from Massage Envy on 8/20/22. I have a current member price of $60 each for me and my spouse. I was not notified of this increase of $10 each membership and was not notified they no longer accept my place of employment discount. I spoke with ******, Manager of the Fig Garden location. She stated that they sent txt messages and emails of the new prices back in July 2022. Neither my spouse nor I have received these supposed messages. ****** said they are not allowed to refund this money. I have been charged $70 each membership for the month of September and October without my knowledge and approval. This is fraudulent behavior from Massage Envy scamming money from members without proper authorization of the customer.

*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. ↩