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          Business Profile

          Therapeutic Massage

          Massage Envy Spa

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Therapeutic Massage.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            05/09/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            I have been a member of Massage Envy located in ********* for 11 years. Back in December of 2023 my hours were drastically and very unexpectedly cut. I contacted Massage Envy and asked them to freeze my account for a few months. I knew my freeze was ending April 29th,2024 so I contacted them on the 23rd of April and said I knew I would be charged on the 29th and that I wanted to cancel my membership. We confirmed my email and she said she would let the manager know to get the cancelation emailed to me. The manager left me a voice mail a short while after that to confirm my cancelation. I called her back and confirmed and once again we confirmed my email. By the following week on the 29th I had not received the email so I called the spa again. The manager was not available. I was told the email was sent but I did not receive it. I had even checked my spam folder. I did receive every other email from them including promotions, surveys,etc. I was told the email would be sent out again by either ****** who is the manager or another person which I'm not familiar with. By the late afternoon on the 30th I still had not received the cancelation email so I called the spa again. The manager was not available again. I once again explained the situation and was put on hold for a "deep dive". I hung up after 15 mins. No one ever called me back and I still on May 9th, do not have the cancelation email. It was also never mentioned to me that dues had gone up when my account was charged. I want to cancel my membership, have the increase of dues credited and use my sessions that are available and paid for. This is horrible customer service to a loyal, long time member who has referred others to the spa in the past. Sincerely, *************************

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          BBB Rating & Accreditation

          C+

          This business is not BBB Accredited

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          Contact Information

          636 Crown Pointe Dr Ste 107

          Rock Hill, SC 29730-4994

          Visit Website
          (803) 412-3313

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.

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