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Massage Envy

Phone: (813) 251-3300Fax: (813) 259-9189

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service1
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
01/22/2015Problems with Product / Service | Read Complaint Details

Massage Envy has charged me for services in advance & they will refund my account w/o charging me again for services I cannot use. SCAM
I have been a member of Massage Envy in 2 states for the past 7 years. I recently moved to an area where there are no massage envy studios. They have charged me in advance for services that I can not use and will not refund my money; nor will they allow me to utilize the service at a location without chargine me again.

Desired Settlement
I would like to either be refunded and have my account closed with Massage Envy or be able to use the service they charged me for at the closest location to me without them charging yet again to another service that I can not use.

Business Response
As ***** requested, she was refunded and her account closed on 10/1/14.

We always provide members time to use any unused services after cancelling their membership. If she still has unused services, please call (XXX) XXX-XXXX and speak with a manager to schedule this.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Reimbursement has been issued a refund after 3 conversations with 2 different Managers. Massage Envy gives you a lot of double talk so that they can continue to charge your account. Not a fair practice to their Members.

09/11/2013Advertising / Sales Issues | Read Complaint Details

Got a massage/membership contract & didn't know it due to deceptive sales practices. Called mgr to cancel and won't. Now I contacted you-BBB.
I started by making an get a Massage @ Massage Envy in mid April 2013. When I got there I filled out some paperwork regarding why I was there. The girl then spoke to me about the fee for the massage. She mentioned that there was a $59.00 membership fee. She made it seem like I would be charged once to join and then pay for my massages and tips. She never mentioned that I would be charged monthly for a year. Nor did she mention that I would get 1 free massage a month as part of this fee. I was asked to sign a paper and initial a form. I never received a copy of what I signed. I have been there 3 times and my credit card has been charged 2 times for a monthly fee. It hasn't even been 30 days since I have been going -- if that. Besides, I have been paying for my massages each time plus tips.

When I called to ask why I was charged again on my credit card-- I was told that it was my monthly fee. I told her I signed up for a one-time membership fee which is what was told to me when I came in the first time. That person told me I must have been mistaken. There is no such offer. At this point I was upset that I had been scammed. I told her I wanted to cancel my "membership" as I would not be returning to their business for any more services. And I wished to have my $59.00 fee returned for the month of June. I was told that I would have to speak to the manager since only she could authorize this. She was unavailable at that time. I was told to call back the next morning.

I called back and spoke to ******* on 6/18. I explained the situation with her on the phone that I was mislead by her employee. I was told that I would have to pay a one-time $59.00 to join and that I never would have agreed to a contract for a membership especially for a year to charge my credit card. I asked to be let out of this -- which she said no. I asked why not -- because I had signed the papers and her employee who had been working there for over 2 years had thoroughly explained the program to me. How would she know? She wasn't there when she misrepresented the product and the program. The employee never told me that this was a year program. She never told me that they offered 6 month programs. She never told me that I get a free massage per month for the $59.00 charge per month that they were hitting my credit card. What the employee did do was rush me through the paperwork and not give me time to read it--sign here and initial. Now go and get into a room! I have never been somewhere where if you are going to sign something like this you don't get a copy to review thoroughly. What about the option to cancel in 90 days? The employee used high pressure sales tactics and was talking a mile a minute which I didn't understand. And for the Manager ******* not to even hear me out and refuse to cancel under any terms; is unreasonable. She basically tuned me out and was rude. I later had my girlfriend call to represent me and the same thing happened to her. She spoke with ******** @ 1:00pm on 6/18 who then put her on hold regarding Mr. *****'s Membership and then @ 1:05pm she was transferred to ******* the manager. My girlfriend spoke on my behalf as my representation and asked that the contract to be considered as null-void, since there was no mention of a contract verbally and he was unaware of what he was signed as it was with his general information papers, such as name, address, phone number, and purpose for coming for massage. She spoke to the facts that he was never offered other options such as six month, 1 year, or month to month from the employee. Never told of free massage for the $59.00 fee, never told that the fee would be charged monthly. ******* told my rep she would offer a copy of the contract now to me but that I refused. This was a lie. Again, my rep asked for a resolution mutually agreeable to both parties--Cancel the membership.She refused. Thus BBB Time.

Desired Settlement
First, I am requesting to be released from any and all contracts, memberships, and/or dealings with MASSAGE ENVY SOUTH TAMPA; 3830 W. Neptune, Suite C2, Tampa, FL XXXXX; its owner: ****** *******, it's Office Manager: ******** and any other employee of MASSAGE ENVY SOUTH TAMPA and its corporation.

Secondly, I am also requesting that the monthly "membership" fee for the month of June 2013 be returned/refunded to my credit card account.

And lastly, I want this complaint to be placed against them on file for their deceptive sales practices.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Considering the fact that I opened the complaint back in June and they didn't respond until August is not considered good customer service or business practices. As I have stated before; I do not want or care to have contact or a "membership" with Massage Envy. WHAT I DO WANT IS: a resolution of cancellation of any "stated" contract; which I was mislead by their personnel. Futhermore, if their personnel had throughly read the complaint; they would realize that my name is not MR. ******. It is Mr. *****. And I do not know or care to know who Mr. ******** is as I have not had any dealings with this person in the past nor care to in the future.

In closing, the desired resolution originally stated in my complaint on 6/21/2013 is still the same. And they should be honoring that request.

I would expect that this matter can be concluded within 30 days.

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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.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.