Complaints

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I walked into Massage Envy on or around May 6th, ****. The girl at the counter asked me if I wanted a membership prior to the massage I said sure. The massage was not good, I was disappointed and when I left the Girl at the front desk asked me how my service was. Being kind not to make a stink in front of others and just as they were closing I responded no comment and I will call the manager in the morning to cancel the membership. I called the next day and was told the manager was not in and they took my name. I was told only the manage could cancel the subscription. For weeks I have been reaching out to this business requesting the membership be canceled. Every time I call, the front desk staff tells me the manager is not available and no one but her can cancel the membership. The manager never returned one of my calls so how can you cancel within the terms? I finally contacted Message ****** *********** on June 15 and filed a complaint. Request number ******, I was told that they would forward my complaint to the franchise owner. I had no response from the franchise owner. On June 23rd, I called massage envy again and finally spoke to the manager. She continued to give me all kinds of run around. I told her that I have rights not to continue the subscription she continued to press that I signed an agreement. I contacted this establishment right away to cancel. I was going to ask them to charge me for a non membership massage and cancel the membership. But you can not comply with the Terms if they do not return phone calls. This business offers no other ways to cancel. By not responding to customers they force you to stay in the membership. I want the subscription cancelled immediately. I wanted it canceled after the massage. The service continued to get worse. One front desk staff member said to me, " You want us to cancel your membership because you had one bad experience?" YES , I do & now I have had 2 bad experiences. To date 3 bad experiences.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I received a call on 2/16 from Massage Envy to book a massage. I canceled my membership in 2022 & explained I don't have a membership. She checked & confirmed they have continued to bill me. I asked for a manager who was busy, so I asked that she research my account & call me. ******* called me saying that she wasn't the manager when I turned the form in & has no access to the files. I told her I was upset to be charged after turning the form in & putting the account on freeze & want to be reimbursed for months of ********. She has no authority but will discuss with the owner and get back to me. She emailed a cancellation form saying Per our conversation, here are the membership cancellation forms. Please let me know if you have any questions, fill the form out and email it back to me or stop by the client to drop it off. If you reconsider the freeze option just let me know and we could definitely do that for you. I filled out the form but crossed out about not being reimbursed for unused credits on the account. My email was concise: *******, I previously signed and submitted this form in December of 2022 at your location and put the account on freeze to make use of the balance in my account. I am angry to discover that I have continued to be charged and having to spend energy to address this again.This will be the 3rd time I have cancelled my account. The first time the cancellation process was not properly explained to me. The 2nd time in early December I signed the form, turned it in and put the account on freeze. Please understand that filling out this form a 2nd time does not negate the terms of the form that I filled out the 1st time & turned in at your office in early December. I am filling this out as a formality only. The following steps need to be taken immediately:1). Reimburse my credit card for charges for December, January and February immediately, providing me with a copy of the transactions. 2). Provide written confirmation that my account has been cancelled.3). Provide written confirmation that Massage Envy no longer has the authorization to charge my credit card. I am ready to take additional steps in this matter if it is not resolved in a timely fashion.I look forward to your prompt resolution without further complication.******* told me that she would speak to the owner and would get back to me no later than 2/21. Today, 2/23 with no response I sent another email: On Thu, Feb 23, 2023 at 10:20 AM ********************* <*******************************> wrote:*******, Please contact me immediately with the answer on how you are going to resolve this issue. With no response from you as of today, 2 days past when you told me you would contact me, I must pursue another resolution by this afternoon. ******* responded this afternoon at 4:45: Hello *****, As requested per your email from 02/17/2023, your membership has been cancelled effective that day with three credits remaining on the account which correspond to the last three payments from Dec 2022, Jan 2023 and Feb 2023. You have 60 days starting 02/17/2023 to use the remaining credits that have been applied to the account. We have no record of a previous cancellation, note that ALL cancellations MUST be done in writing. After an account is cancelled it cannot be put on FREEZE as that is a benefit for active members. You do get 60 days (charged free) to use any credits that you might have in your account. Should you have a copy of the Cancellations signed by us, please send it to me so we can review accordingly. Thanks, *******.I have seen similar complaints on Massage Envy and see that they have a poor BBB rating. I remained professional and polite and I am fully above board. They have terrible business practices and should not be allowed to just say that they don't have records of your cancelation and continue to bill you.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I do not have a contract and they keep trying to charge me every month. I tried to contact them many times and no manager calls me back and lately I get hang up or put on hold for a long time until they hang up.

*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. ↩