Complaints

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I haven't been to Massage Envy in like 5 years and then yesterday I get a charge for $130 to my debit card. I called the store to let them know what had happened and they made it seem like I was the one in the wrong. First they told me what they saw on their computer as if I was the one that made an appointment and put my info in and when I supposedly didn't show up, I was charged for services. I tried to explain that I was not the one that made this appointment and all I was asking was that they refund my money. I was told that they was not allowed to and that I needed to contact corporate. I did and corporate sent my info back to Hamilton Crossing store where the charge too place. I have left numerous messages via phone, email and still no answer. I think this is just unfair and unjust to just take someones money without ANY knowledge of any kind of appointment. I never received one email or phone call or text (they had a phone number on file from 4 years ago) to even confirm or deny an upcoming appointment. I just want to retrieve my money back.

  Business response

  08/08/2022

  Consumer Response /* (3000, 9, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The last I heard from this business was that the manager did a refund for half of the $130 and that she was still waiting on IT for some odd reason. This is still unacceptable. I want my other half refunded. She does not get back in contact in a reasonable amount of time to let you know what is going on. Business Response /* (4000, 11, 2022/07/29) */ Additional details are available via screenshots regarding the online booking process, notification of cancellation policy, emails received from IT Department confirming client's email was used, etc. On 6/9/22 at 1:30pm, an appointment was booked online for a massage and facial for 6/30/22 at 3:15pm and 5:45pm under Becky B. (*********@yahoo.com) using the online booking platform that is managed through our corporate office. On 6/30/22 client no call/no showed, did not respond to phone calls or texts. The card on file was introductory rate of $130 ($65 for each scheduled service). o Assistant manager Meredith Hunter spoke with client later in evening. "Client called and said that she did not book the appointments online. We verified her email address, it was correct. We also verified her cc and she said that she hasn't been in in 4 or 5 years I told her the card on file expires in 2025 so it has to be a new card that was added. She said yes that it was a brand new card. I told her that when you book online it does state there is a 24 hour cancellation policy and that charging for no showing for 2 appointments is policy. She wanted corporates phone number. MH" Client spoke with customer service line at corporate and submitted Inmoment email, notifying me of the situation. Upon my arrival to clinic on Friday 7/1/22 I placed a call to client and was unable to leave message. Friday 7/1/22 I submitted a help desk ticket to our Corporate IT Department requesting information regarding the account, when it was created, verification of the appointment being booked, etc. Friday 7/1/22 I sent email to client that I had received their Inmoment Email and would follow up with her pending the information provided from IT Help Desk. 7/7/22 client spoke with customer service again and submitted Inmoment Email regarding BBB complaint 7/8/XX X:XXam Emailed client that I was still awaiting information from our Corporate IT Department but agreed to refund 50% - $65 of charges. The remaining 50% would be used to compensate our service providers due to the cancellation policy. 7/8/XX X:XXam Help Desk responded with requested information which confirmed that client had indeed made the online account using *********@yahoo.com, made the appointment, and added her card information to the online profile. o "Information was reviewed for both Meevo (Scheduling System) and Engage (Online Scheduling System) for this customer. The customer booked the services for FAC60 AND MSCUS60 on 2022-06-09 17:30:20.XXXXXXX UTC using consumer web online. They signed up for online booking on 6/9/XX XX:XX UTC using the email *********@yahoo.com to link to the Meevo profile with numeric ID of XXXXXXX. The client had to log into the mentioned email address in order to confirm the 5 digit code to activate the profile for online booking (2 Step Authentication). The Credit card was added on 06/09/2022 right before the appointment was booked and most likely as part of the client signing up for online booking and booking the appointment through the web version or app version of online booking." o "Unfortunately there is no way to pull the emails as our application only stores the emails for seven days. The online booking account could not have been created unless the client used the five digit code that was emailed shortly after signing up for an online booking account though as the five digit code is only active for a few hours after receiving the email to their inbox and is required as a step to activate an online booking account. " 7/8/22 Emailed client informing her that she would not be eligible for a full refund, as Corporate IT verified that *********@yahoo.com was used to book online appointments (and verified she has access to since she used said email to correspond through). Client would have been informed of cancellation policy at time of adding her credit card information and finalizing online booking.

*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. ↩