Complaints

• Initial Complaint

  05/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had a Massage Envy membership in Charleston (West Ashley) for several years and repeatedly had difficulty using my credits where my home store was located. I would have to schedule months ahead to use credits and ended up having a significant balance of credits. I informed the store that this was becoming a problem. I was told to go to other locations in my area despite the drive time being an issue. I had purchased a membership for my son early on as well. He did not use his credits and I paid $10 per credit to have them transferred into my account. The manager stated that I had a year to use these credits since getting appointments was an issue. Over that year, I traveled to all of their locations in my area despite this being inconvenient. There were also many, many cancellations on their end. Since I had paid to have my son's credits transferred I thought these units had been being used since they were "mine" and should have been in my account. The store did not use these credits and deleted 18 credits this month. When I made a complaint, the manager told me that I could only use those credits if I had a zero balance on my account. If I paid to transfer them, then the credits should have been in my account. I asked to see this rule in writing, I was told there was no paperwork to support this rule and that their computer system "works that way". I asked the manager to credit my account for these credits. He refused and only offered a refund for the transfer fee. The total of deleted credits is over a thousand dollars. I sent my cancellation forms immediately since it seems that no matter how I try to work this, I will lose credits since there are no open slots for appointments to use my credits. This practice seems to be in bad faith and has a system that only serves the establishment. I asked to get a list of my credits since I cannot get it online to see how the credits were used and the manager would only tell me what was in his computer.

  Business response

  05/29/2024

  We have worked with this client, their Husband and their Son to assist them in getting caught up on accrued services after a period of time where the accounts were not used but remained active. Each family member had around 20 accrued one-hour sessions at the beginning of this process. The processes/options used to assist this family in catching up on their accrued services ranged from placing holds on the accounts, transferring accrued services outside of the Membership Agreement/Company policy and extending the period of time accrued services can be used by a terminated account for over a year instead of the allotted 60-days as a part of the Membership Agreement. This was done as it was appropriate and fair to assist the client and their family to catch up on all of their accrued sessions before they made the decision to terminate their accounts. During this time, we expressed the realistic nature of using the large amount of accrued services in a year's time is difficult since our Membership is meant to establish a cadence of one service per month. It was recommended to take advantage of all nearby locations to assist them in catch up on accrued services faster.

  I carefully reviewed this family's appointment history to assess the number of canceled appointments they've experienced. It is correct that other locations were canceling the family's appointments regularly. Since I am not affiliated with those locations, I'm unable to offer a reason, solution or control how they are handled.

  Since the client was unable to redeem all of the transferred services from the terminated account before they expired at the end of the extended 14-month period, we refunded all of the transfer fees associated with the process previously mentioned.

  The accrued services for the closed account are still in the account, but must be tied to an active Membership to be redeemed. We understand that the original holder of this account will not receive services regularly, so we proposed the option to allow one of their parents to assume the closed account to continue to redeem the accrues services. During this time, the options we provided over the past year can continue to support the goal of catching up on the accrued services before the account is closed.

  Customer response

  05/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: their explanation that services are meant to be used at a pace of once per month is an intention on their end and there were no offerings on the calendar that would allow this unless I changed my work schedule. The contract is set up to fail and places unrealistic expectations on the customer. Numerous attempts were made monitoriong openings online at their location to no avail. There were cancellations at their location, not just at the other locations. The main complaint is that they did not utilize credits that had an expiration date on them with the explanation that their computer system is set up to not do so. No written information was presented to me as a client that stated a "zero" balance was necessary before accessing these transferred service units. In the end, the process of accessing services was stressful and having to schedule out months in advance creates a situation where the customer has to constantly work around their schedule versus it being user friendly.
  
  Sincerely,
  
  ******** *********

  Business response

  05/30/2024

  We still believe the solution provided in our previous response is the best solution for the client. One of the parents may assume the son's membership to gain access to the expired accrued sessions. We refunded the total cost of the fees associated with transferring the credits from the son's account.

  The client has come in often enough to reduce their accrued services down to 30-minutes worth of accrued sessions. If the accrued sessions from the son's account didn't expire, the client would still maintain an active account to continue redeeming the son's sessions. Due to this reason, the solution provided will allow the client to continue using the accrued services from the son's closed account without loss.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In Nov of 2021 I started a subscription with Massage Envy in West Ashley for my wife and I. We were paying $150/month to each receive a massage. Massage Envy was unable to provide this service. Bookings have been in excess of 1 month out, they've tried to send us to inconvenient locations at inconvenient times. When I expressed my dissatisfaction with the arrangement I was told that if I quit I lose all credits. There is a "pause" which costs $40 per month. I entered the pause period, only to find out if you don't renew every month they charge you the full amount and give you another credit you cannot use. It isn't right that you aren't told at the outset about scheduling being a month out and that your assignment may be for a random Tuesday morning. We have tried to use our credits at other locations, but the times make it very difficult for two working people. According to Massage Envy we have 25 of our 50 credits unused (and we'll never catch up). I would to make others aware of this business model and help recovering the approximately $1875 those credits are worth or have them stop billing me until they provide the services they agreed to provide. Further, they won't just let me cancel my membership. I'm having to wait on a manager to call me back so I can get out of a terrible contract. We have paid approximately $3750 over 2 years and received half the massages.

  Business response

  11/11/2023

  Thank you for taking the time to let us know your frustrations regarding your Massage Envy Membership and appointment availability. We truly appreciate your time with us and hope to continue our relationship. I hope the breakdown below provides you with clarification on the concerns you mentioned and provides fair options you may choose to move forward with.

  
  Massage Envy’s purpose is to make Total Body Care accessible to the public. A part of this promise is to offer massages, assisted stretch and facial services Monday – Sunday throughout most of the day. We understand that many of the people we serve are working people whose schedules are limited. This causes us to be busier during certain days/times and mostly booked about a month in advance. A benefit of being a Member at Massage Envy is the ability to pre-book appointments in advance, which is highly encourage by our staff to allow our Members to receive regular services on the day/time that works best for them.

  
  We regularly experience cancellations throughout the week and have the option to be a part of a waitlist. The Member’s preference of days, times and Service Provider are taken into consideration. If we have regularly reached out at times that do not work for the Member, we encourage them to reach out to us so we may fine tune their preferences.

  
  If we are unable to see a Member for an appointment during the time a monthly payment is scheduled to process, we’re happy to place the account on hold at no additional cost until the Member can be seen. This option sounds like it would be best for this Member’s needs – it would allow a cushion of time if appointments are not available within the Member’s schedule where additional payments are not required, and additional Wellness Sessions will not accrue. From there, transitioning the account to the option expressed above with future appointments pre-booked.

  
  The option that was expressed above is designed to allow Members to maintain an active account while catching up on accrued, unused Wellness Sessions. This option reduces the Member’s monthly payment to $20/month. This program is month-to-month and encourages communication between the Member and the location to ensure the program’s intended purpose of scheduling services to catch up on Wellness Sessions is fulfilled. The breakdown of this program is included in the paperwork provided to transition the account to the plan and highlighted in the email communication sent where the paperwork is attached.

  
  Finally, the option to discontinue the Membership only requires 10 days written notice to be provided to Massage Envy. If this is the route that is preferred, it may be submitted via email or presented in-location. From there, we allow 90 days to redeem any accrued, but unused Wellness Session in the account. It is recommended that the Member continue with the options listed above before considering the termination of the account to prevent losing any Wellness Sessions accrued during the Membership.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a massage scheduled 2/11/23 at 12:00. I misread the time thinking it was at 1:00. Dustin called to question if I was coming and I informed him I had misread the time thinking it was for 1:00. He informed me I would still be charged and asked if I wanted to come in for the remainder of the appointment. I responded yes while running out door to get there. When I arrived I was informed the therapist had heen sent home for the day…I still had 45 minutes of my time left! Dustin repeatedly accused me of hanging up on him stating he did not hear me reply. It is absolutely unacceptable to charge me for 1/2 of a 90 minute massage when I was there (albeit late) and the therapist wasnt!

  Business response

  02/16/2023

  **** scheduled the appointment on 11/03/2022 for a 90-Minute Session on 02/11/2023 at 12PM with Heather. At the time of scheduling, **** was made aware of the cancellation and no-call no-show policy and provided a credit card for this purpose to finalize scheduling. On 02/10/2023, **** received an automatic confirmation text message stating a 12PM start time that was responded as confirmed. Five minutes following the start time, **** was not in the building, so our Manager reached out to remind **** of the schedule appointment. During this conversation, **** expressed she thought it was at 1PM due to misreading the text message. At that time, our Manager reviewed the options **** had to come in for the remainder of the appointment time or to reschedule to a different day. He also explained either option would result in a charge due to the Company's cancellation policy. **** expressed she didn't want to be charged, but would stay silent on the phone when he tried to gain clarification on her intention. This processed happened multiple times before the phone call was abruptly ended without any insight on what **** intended to do. Due to the circumstance, we charged **** 50% of the 90-Minute Session instead of the full 100% which should have been charged according to the Company's cancellation policy. Since the team did not have direction on what ****'s decision was, we had the Provider stay for an additional 30 minutes to see if we could get it rescheduled before sending her home for the day. We understand ****'s frustration, but despite our best attempts, we were not able to get **** to communicate her intention on attending the appointment and were left with a phone call that ended abruptly without warning. We feel the decision we made to only charge 50% of the session was fair

  Customer response

  02/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  It is not true that I did not respond and it would be impossible for the therapist to be held there for another half hour as I was in the building within 20 mins of receiving the call and the therapist was already gone. I was very flustered on the phone as I was also dealing with my child when Dustin called and trying to hand him off to my husband so I could deal with the call and get out the door.  I apologized for that as soon as I got there to the worker at the desk and that I needed to wait for Dusting to get back from going to get lunch.  I DID show up for the rest of my appointment, and if I am being charged for it the therapist should have been there.
  Sincerely,
  
  **** *******

  Business response

  02/20/2023

  Based on the response with additional details about the consumer's partner and child when speaking with on the phone with our team, we do not feel any additional information has been provided that would change the decision we made when initially working with the consumer. At the time of booking, the cancellation/no-show policy was explained and agreed upon by the consumer and a credit card was provided for this purpose. When our team reached out to the consumer regarding the missed appointment, we made our best effort to communicate with the consumer what the available options were - coming in for remainder of session at the price of the full session or reschedule the appointment to another day at the same price of the session. During that conversation, we were met with her stating she can't make it to the appointment, she misread the appointment time in the confirmation text message and periods of silence and a phone call that abruptly ended without notice or insight on the consumers intentions. Due to the circumstance, we made the decision to only charge 50% of the service instead of 100% like the Company's policy states. Additionally, we had our team member wait in location for 30+ minutes following the start-time of the session.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a member with Massage Envy for 8 years. Ever since the COVID shut down, I have not been able to get appointments with their providers due to lack of availibility. I now have over 20 sessions in my account. I have called numerous times, been put on wait lists, etc. and cannot get in with any of their therapists. I recently spoke with a manager who mentioned there was available slots with some of the therapists which was not at all true. When I called the next available appointment was not until April 2023. I would like to file a formal complaint and to be refunded for my unused sessions as it is not my fault they don't have staff to support the operation I have been paying for.

  Business response

  01/17/2023

  We understand the consumers frustration trying to find a Massage Session that works during the times their available. In an effort to resolve the consumer's concerns, we have offered for them to participate in Wellness Session catch-up program to allow time/flexibility to get them in for services by pre-booking Sessions, using our robust Waitlist system to be notified of available appointments and redeeming accrued Wellness Sessions for the other services our facility offers without continuing to accrued more. Additionally, we had Service Providers pick up additional time/shifts on the appointment book specifically for this consumer due to their limited availability with their job. We will continue to follow up with these options for the consumer.

  We are unable to offer refunds for the accrued Wellness Sessions mentioned due to the following reasons:

  The Massage Envy Agreement signed by the client states accrued, but unused Wellness Benefits are not eligible for refunds. The accrued Wellness Sessions on the account are not all from limited availability - there are many cases where the consumer needed to cancel scheduled appointments during confirmation calls the previous day. Finally, our Wellness Sessions are available for all the services offered at Massage Envy at any Massage Envy location nationwide.

  Customer response

  01/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  They do not have any availability for a service until April 2024. To be on a waitlist, I would have to continue to paying each month, which is the issue in the first place. I have 23 unused massage, which means they are holding $1,380.00 in my account. 

  I am not okay with them not resolving this in some manner. 

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

  Business response

  01/20/2023

  The consumer is still eligible to be on the Waitlist while participating in the catch up option provided during our initial conversation. The consumers accrued Wellness Sessions are also still available for pre-booking future visits, redemption for other available service offerings as well as redemption at other Massage Envy locations during that time. This was outlined in the email reviewing all the consumer's options sent on January 7th, 2023.

  We're happy to move forward with this option. The consumer should complete the form attached in the January 7th, 2023 email and send back to the location's email to participate in this program.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I have been members at this location for a few years. In Spring of 2021 I called massage envy and asked for them to cancel my subscription and I continued to get charged. I cancelled my credit card and they called July 5th 2021 and left a voicemail asking that I update my credit card. I did not update my credit card so that they would no longer charge me for services that I asked to cancel. In the attached agreement, I authorized a card ending in 2393 to be charged. They have been charging my new card ending in 9671. With no authorization from me they continued to charge my card. October 12 2021 I asked to cancel my subscription and for a refund for the previous months that were billed. They refused a refund and sent me a form to fill out online in order to cancel. The form has in bold statements that you acknowledge that you cannot receive a refund. I couldn't fill it out online so my husband went to the store in person to cancel the subscription. He was so frustrated with them that he asked to cancel his subscription as well. They gave him a form that he completed and he left thinking we were both canceled. Today March 8 we noticed I have still been getting charged since then every month $55. He went up there to cancel and ask for a refund. They denied a refund and keep going back to "it's policy you can use your credits." I literally have 12 credits to use because I believed I was no longer a customer nor do I want to receive services here. He signed the paper so that they would quit charging my card. We talked with Dustin for 45 minutes and he confirmed that in their notes in the system that I had request a cancellation. I don't see how I have to sign a piece of paper where I have to "acknowledge" a bunch of policies that I don't agree with in order for them to stop charging me. I want a refund from October 12 and on where we requested to no longer be members.

  Business response

  03/30/2022

  Business Response /* (1000, 11, 2022/03/24) */ I spoke with this customer on March 8th, 2022 regarding these concerns. During this conversation, I explained in detail why the account remained active and provided proof via documentation. This included the following: 1. The customer verbally requested to cancel the account on October 12th, 2021. At that time, my team explained the cancellation policy/process and sent the customer the appropriate forms via email. We did not hear back from the customer following that email. 2. The customer was sent a digital copy of their signed Membership Agreement stating our written notice requirements to cancel the membership. 3. Verification that when the customer's Husband came into our location to complete a cancellation form in October 2021, that it was only for his account and not the customer in question. To ensure there were no technical issues on our end, we requested that the customer forward any original email with the completed cancellation documents, but the customer was unable to do so. Please let me know if you need any additional information or documentation regarding this complaint.

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