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Massage Envy

Phone: (239) 333-3689

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
09/14/2015Problems with Product / Service | Read Complaint Details
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Complaint
contract cancelled by myself on 7/29/15 and still continue to be billed, contract not cancelled.
Arrived for a scheduled appointment on 7/29/15, was notified my appointment was not until 7/31/15. A Friday, during my work hours. I had made the appointment on the phone and would never have made one while I was to be working. This is the second time during this 6 month contract that this has happened. I asked to cancel my contract, was given a form to fill out and I filled it out at the desk during that visit. I see a charge on my credit card so I call and am told my contract is still active until a manager calls me to confirm. I asked why that has not occured, Jenna was unable to answer and asked if I had even turned in the notice to cancel. I advised her that I had, on the day of the mistake. Jenna advised me that they were unable to cancel any contracts, the manager has to do it. Asked to speak with the manager and was told she would be available next week.

Desired Settlement
cancellation of my contract and refund of the most recent charge, plus use of my 2 credits or refunds for them as well.

Business Response
Contact Name and Title: Jusy H., Business Mgr
Contact Phone: XXX XXX XXXX
Contact Email:***************************
I have attempted to reach Ms ***** for 2 days and have not been successful. Following is my response and resolution which I believe is fair and acceptable to all parties.
This contract was cancelled on X-XX-XX and Ms ******* time was extended to 9-18 to use the last 2 services in her account. The cancellation was submitted on July 29. There is a 30 day notice for cancellation which appears on the original contract and the cancellation form. Ms ***** and I discussed this when we spoke on the 25th and this is why she had 2 services and was billed in August. We have spoken about the booking errors and I have extended my apologies to Ms *****. In the spirit of good customer service, I have refunded her July and August payments and expired the services. Originally, the cancellation was set for Sept 19 so she could use her 2 services. I have changed the cancellation to today. Please call if I can be of further assistance.

09/07/2015Billing / Collection Issues | Read Complaint Details
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Complaint
I bought my daughter a 6 month membership for Christmas. They auto-renewed. I cancelled and have continued to be billed.
Bought membership 12/15. Membership should have ended in June. I was billed in July and August. Cancelled again in writing and was billed again today.

Desired Settlement
I want them to reimburse me for this month's draft that they took today and to stop billing me.

Business Response
Contact Name and Title: Judy H., Business Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: **************************
I have spoken with ***** ******* and she is now aware the account was in fact cancelled on 8-4-15 and the requested credit issued on that date. She was not billed a monthly membership charge in August. The expiration of her daughter's services were extended so that she could use them. After using the services that were paid for, she came in for an additional service which was billed to *****'s card on file in the amount of $39.99. ***** stated she will address that with her daughter.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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