Massage Envy's cancellation policy is outrageous.
I've been meaning to cancel my subscription at Massage Envy for some time now since I rarely use their service. I have accrued nearly 6 months of credits with them. Recently, my credit card on file with them expired and instead of updating the information, I found this to be a good time to cancel my service with them. I called to cancel and they said the only way to cancel my service is to make it active. What? Isn't that the point that I don't want to make it active. It turns out they wanted to charge me for 3 more months (two in arrears and one in advance) in order to cancel my subscription with them.
I've been a member at Massage Envy for a few years and if this is the way they treat long-term customers, it's amazing that they've stayed in business.
Their account cancellation policy is akin to fly-by-night companies where they make it nearly impossible to cancel service with them without costing more than what was delivered.
Due to the hassle I've been through, at this point I want my membership cancelled and issued a full refund for the accrued credits. They offered to apply 3 of my monthly credits to meet their cancellation policy requirements, leaving me with 2.5 credits to use, but I don't feel comfortable at this point using these credits with this company.
Massage Envy needs to cease and desist on trying to gather my current credit card information, cancel my membership and issue me a refund
Consumer alerted BBB of direct contact from the business
Disregard this complaint. While I'm still not happy with their policy, we have resolved the issue.
This letter is in response to complaint activity report, case #XXXXXXXX dated 08/05/2014 and received 08/07/2014.
A Massage Envy member since November 2009, Mathew Bertch was called by one of our management team within an hour of his call (and hang up) with our wellness specialist (sales associate). He filed his complaint with your agency after his initial call and before his call with management. Our notes indicate we had previously called and left him a message about his expired credit card, thereby leaving a past due membership amount. When a client has an active membership, they are entitled to their unused (pre-paid) massages. With an expired credit card and past due balance, the client's membership is considered "expired" so their unused massages (pre-paids) are no longer available until the membership is reinstated. In our file notes, our wellness specialist suggested that he could use some of his "pre¬paids" in lieu of cash to bring his account current. This would reinstate his membership (including having an updated credit card on file), so he could utilize his remaining unused massages and then cancel his membership. He refused the offer, became irate, used inappropriate language, and hung up on our wellness specialist. Our wellness specialist immediately talked with one of our management team members and within one hour of the initial conversation our manager spoke with the client.
As a result of his conversation with our manager, Mathew had decided to keep his membership, updated his on-file credit card information, paid his past due membership balance and actually came in for a massage that day and has another massage pre-booked. Mathew is a valued member, and we are glad that we came to a successful resolution.
If you have any further questions regarding this complaint report, please feel free to contact me or any one of my management team members.