Complaints

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Massage Envy located in Bellingham, WA abruptly closed their doors and told us that they would not be refunding our accrued massages. On Sunday, August 14, 2022 we got a text message that our upcoming massages were cancelled. A few days later an email stated they had closed down the business and we could use accrued massages at other locations. We asked for a refund instead as we do not wish to travel an hour one way to another location. They refused. It has been hard to even schedule massages with them over the past year because of one excuse after another. Hence, we have accrued **** hours of massages between my wife and I. During Covid closure we even allowed them to charge us for massages - that we could use later- but could never get them scheduled. Now they have closed down the business and we would like our money back. It is not our fault that they had to close, in fact, they havent even given us a reason why they have closed. Please help us get out money back. 13 massages for Wife at $70 = $910 and 6.5 massages for me at $60 = $390 Total $1300 Thank you.

  Business response

  09/01/2022

  Hi ****** and ****:  I tried to reach you this morning by phone.  I left a message on *********************, but was unable to on ****'s or the 2nd number we have for *************  I apologize for this most unfortunate situation.  There were a few items in your email that I would like to speak with you about.  My biggest concern is, it seems like you feel like we have done this on purpose or some how gained from this situation.  I assure you, this was not what we wanted for our business, our staff or our clients.  Rather than go into details here, I will try call you again, later this morning.  I apologize again.  Losing our business has been the most horrific experience, I wouldn't wish this on anyone.  

  Customer response

  09/01/2022

   
  Complaint: 17805648
  
  I am rejecting this response because: We are sorry that you lost your business and we can imagine that its horrific but we lost over $1,000 because of it and that to us is horrific. That is a lot of money for our family. We do not wish to speak to you on the phone just to hear why you cant give us our money back. We are not saying you lost your business on purpose, but what we are saying is that in good faith, because you cant fulfill your end of the bargain, you should refund us. You took our money month after month and we didnt receive the services we paid for. 
  
  Sincerely,
  
  *****************

  Business response

  09/08/2022

  I apologize that the only option I have is not satisfactory for you.  This is a terrible situation that none of us expected.  I understand your frustrations, and I have empathy for that.  There is no money to give back.  A refund is not possible. 

  Customer response

  09/14/2022

   
  Complaint: 17805648
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer response

  09/19/2022

   
  Complaint: 17805648
  
  I am rejecting this response because: We paid for a service we did not receive. The fact that you spent that money without giving us the service is not our problem. We are not sure what, if anything the BBB can do to help us get our money back so our next step will be to contact the *********************************. If that doesn't work, Small Claims Court. I want our money back 1300.00
  

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

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought their annual massage package. I could never get an appointment as they cancelled all my appts. They sent me a text on 08/16/22 saying " we have cancelled all appt....this location is now closed" when i asked for a refund for the hours in massages that i have left they denied my refund stating they don't give refunds and i can go to another location." I have paid $70 /month for the last year and have bout 4 hours left to use ( @ $70 each)I other locations are over an hour away and i can not drive that far. This seams like a scam as i can't get my money back for services not provided.

  Business response

  08/27/2022

  This has been the most difficult situation.  We were forced to close our business because the landlord terminated our lease, unexpectedly, with very little notice to us.  Because we are part of a franchise, the members services are still valid and usable at all of the other franchise locations, over **** nationwide.  The landlord is moving a competitor to our brand in the center.  We had an exclusive in our center for massage services, so the only way to move our competition in, was to move us out.  We are still looking for space in the Bellingham area.  If we cannot find space with-in 90 days, our franchisor will terminate our franchise license.  This is a horrible situation, but it wasn't a scam.  We had no intention of closing our business.  In this situation nobody wins.  Our 23 staff members all lose their jobs, our clients all lose the care they need, and we are losing our business.  It does say in our membership agreements that dues are non-refundable, and it also states that member services can be used at all locations nationwide.  We didn't collect money with ill intentions.  We lost our business due to the greed of the landlord.  We were able to allow all member services to be used for an entire year from our unexpected closure on 8/14. We had to close the business but all member services are still available to the members. 

  Customer response

  08/28/2022

   
  Complaint: 17760293
  
  I am rejecting this response because: I have asked for a refund of  my $280 ( 4hrs @ $70/month). Services where not provided for the service that i paid for. I am not during 1.5hours to your next location. I wil continue to ask for a refund fo $280.
  
  Sincerely,
  
  ***********************

*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. ↩