Complaints

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a (1) year contract, was not able to utilize services soon after that due to physical injury, continued to pay the monthly fees despite not utilizing services, informed ***************************** and many other coworkers to please not move forward with any charges once my year was paid, they charged the full year and now harassing me that I have overdue charges, Id like these unfair attempts to cease, appreciate any help..

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I asked to close my subscription with Massage Envy because the massages made my back pain worse, not better. They refused. I asked again and the manager agreed to forward a letter from my doctor. He has not done so. They continue to bill me for services that are contraindicated. The account must be closed immediately and my charges must be refunded.

  Business response

  08/26/2023

  ************************* joined a 6 month wellness program in May 2023 and was responsible for 6 monthly payments prior to her account cancelling. ***** contact the clinic on 08/10/2023 putting in a request to cancel her membership. ***** then requested to transfer the one benefit in her account to her son to use as she find that our services are not beneficial for her. We completed the transfer to her son and I explained that if the account is to cancel and if her son doesn't use the service while account is in cancellation mode then will have 60 days to use the benefits prior to it expiring. We explained to ***** that the manager would reach out at his earliest convenience to speak about the account as she was still within her 6 month agreement. The manager contact the client on 08/17/2023 explaining the process on cancellation and requested a doctors note due to still being in term of her agreement, documentation needs to be provided stating she's unable to receive these services based upon Massage Envy Corporate Cancellation. An email was sent from ***** on 08/18/2023, a letter from her doctor stating she's unable to receive services. ***** contact the clinic on 08/18/2023, more than 6 times demanding to speak to the manager, all front desk associates and explained that the manager was off today Friday 08/18/2023, we've printed the doctors note and have placed it on the managers desk to review. ***** demanded to know the managers personal information, phone number and email. We informed her that we cannot pass out the information and have the manager reach out at his earliest convenience tomorrow Saturday 08/19/2023 when in. On Saturday 08/19/2023 at 8:46AM the manager contact ***** via phone, letting her know that he received her doctors note and will not need anything further as her account has been terminated. No further ******** scheduled to process. 

*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. ↩