ComplaintsforMassage Envy

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Earlier in the year my account was not able to be used after a Massage Envy staff member renewed my membership too early. I had promo cards that I was not able promptly use since my account wasnt functioning for a month. The manager told me even though these expired, April 1st, they would honor them. I asked her if she could make a notation of this in my account, she responded by saying everyone knew me and it wasnt needed. I didnt think it would be an issue using them prior to the expiration date so I wasnt concerned. Then massage envy cancelled my last 2 appointments due to the therapist calling out, so I was not able to use the last $87. I was able to get back on the schedule today, April 2nd and thought they would honor the promo cards. The manager was called regarding using these promo cards that were 1 day expired, she refused to honor them even though the last 2 appointments were cancelled by the therapist and my account had an issue that was due to a Massage Envys staff error. After discussing with the person on duty that they had promised to honor them she said multiple times the manager would have made note of this had she said it (ironically this was the same person who made the error causing my account not to be functional earlier in the year). I felt as if this employee was calling me a liar, despite having been a customer in this location for 4 years and a consistent customer with ******************** for ** years. This experience made me not trust Massage Envy and no longer do business with them.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My membership with massage envy was canceled on February 3. I was initially told I had six months to use my unused massages. after attending to book a massage about 40 days into the what I thought was six months. They stated no you have 60 days to use your massages. So you have until April 1 because your membership was canceled effective February 3 I went back to my calendar and the days they did not give me 60 days they gave me 57 days to use my unused massages. But per their contract Im supposed to get 60 I speak to the manager person ************ desk Miata. Stated ill give your information to the manager.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Was charged from Company on a credit card have not provided to use, Have not had a membership since May 2023. March 2024 they charged $70 on my card.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have 12 paid sessions. I was informed on March 10, 2024, that I can freeze the automatic deductions from my account but my sessions will also be frozen. The only way I can use my sessions if on a freeze is to pay another monthly subscription of $20. So basically I have to pay in order to use my paid sessions. This was not something I was aware of. If I cancel my subscription I will have to use all of the sessions within 30 days or lose my paid sessions. I want to freeze the automatic deduction but be able to use my paid sessions and catch up. Even if I had a time frame I would be ok with that, meaning a freeze for 6 months and I have to use my sessions within 6 months. However, It's not fair that I have to pay to use my PAID sessions.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 1/3/2024, I filled out the paperwork to cancel my membership. After completing the paperwork, I scheduled appointments for the four accrued services that had to be used within 60 days. On 1/28, I was charged the $65 membership fee, which should not have happened because I canceled within the ten-day requirement. I contacted the office on 1/31 to have them reimburse me. The manager was not in and didn't respond to the request to call. At my appointment on 2/5, the manager wasn't in, and again, she did not respond to the request. At my last appointment on 2/20, the manager, ******, told me she did not have my cancellation paperwork. The clerk who had taken my cancellation and scheduled my four accrued services said she remembered me filling out and receiving it. Unfortunately, I was not given a copy of it. ****** told me I had not canceled in time to prevent the charge on my credit card and showed me on the computer that I had called to cancel on 1/10 and that she had waived charges for Feb and March in case I changed my mind. Jan 10 is still within the timeframe to avoid the charge to my credit card. So I asked if I had an additional service; she said no. I did not understand why I had no extra service since they charged me in January. ****** said she needed to talk to someone at the home office, and I missed her call, but she left me a message, so I called her back. I was under the impression that ****** was processing the refund to my account. That should take 5 to 10 business days, but my account has not been credited, and Ms ****** has not returned any of my calls. I have contacted my credit card company to help me get a refund. Canceling my membership with you after being a member for over ten years has been an awful experience. The services had significantly declined, and the constant personnel turnover played a part in my decision to cancel. The problem I am having obtaining my refund has made me happy that I am no longer a member.

• Initial Complaint

  03/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I agreed to a 1 year massage membership for $75/mo. I reschedule my Jan 2024 appt and I called 24 hr ahead to the ******** location, they said no problem there will be no charge. Upon reviewing my cc stmt I was charged $37.50. Then I called and spoke to *****, assist. mgr, she said sorry for the charge but I'll have a credit on my acct for my next ********************** and I only have to pay gratuity. I went for massage today 3/3/24, ***** the asst. ****** said there is a charge of $75 for today's svc and she doesn't remember talking to me in Jan 2024 and she doesn't know exactly how the policy works because I signed up for 1 year membership in *****, AZ that she can't help me. That is an unprofessional & unacceptable answer. I asked for managers name & number so they can explain their policy as ***** can't explain and said "the computer will take care of it" and walked away from me into her office and closed the door. I requested name & number for head manager to call me from another employee, so we call resolve this issue but she gave me ***** phone number and I didn't find this out until I called when I got home. That's why I'm here at the BBB. I'm extremely disappointed how unprofessional ***** is at Massage Envy. I only want to know what I am paying for. This has been unresolve since January 2024 and she do not care about their customers. Extremely disappointing, I have been over changed and I would like a refund immediately. I would like the opportunity to review my acct; as I requested before 24 hr. to reschedule my appt for Feb 2024 as well and again II was over changed. Please help me as my contract doesn't agree with what I am being charged on my credit card. Thank you.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My son purchased a $100 Massage Envy (ME) gift card from the Mid-town ***** location as a gift to me. Gift card number G14968824. I was able to confirm from my ME location that the $100 original balance showed on the gift card but it was now expired. These gift cards have no expiration date as confirmed by Corporate and local ME location. I called the ***** location (at ************) on 12/29/23 and spoke to a ******* and was told she would get back to me. I never received a response. I then followed up with ******* via email at Corporate ************************************* and was told that they could not replace it but that they would reach out to **************** team. ******* did so per his email on 1/2/24. After no response from ***** on 1/16 I reached out to ******* at Corporate again letting them know they did not respond. I was then told they escalated this to their management on 1/16. Three weeks later on 2/4 still no response from ***** and asked them to replace my $100 gift card. His response on 2/6 was that they just escalated it again. As of today 2/29 no response or replacement. ME is the Manager of franchises but do not own them and therefore they do not stand behind when a franchise operates not in good faith. They took in $100 and did not honor the card for use. I have attached a copy of the card and if you read the fine print on the back it states that the card does not have an expiration date on it. I think that *** be illegal to take the money and not honor the card for service. It is the same as stealing the money from us. I would like to either have the $100 refunded OR I prefer to have a gift card for the $100 value that I could use in reference to what my son paid for. I appreciate your help.

• Initial Complaint

  02/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My name is *************************** and I was a member of Massage envy for a couple of years. Back in May 2022 I requested cancellation of my membership. Sent in writing and confirmation sent by Massage Envy. They continued to draw funds from my account. Many attempts to get this resolved and no call backs or emails from massage envy.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I initially was a member of Massage Envy in **************, ******* where I had all professional services, mostly massaged by a competent therapist. The staff were all accommodating and competent. I then moved to the ********, Perimeter area in *******, ******* and had nightmares of experiences. I'll list a few: It took 3 months for them to do the paperwork to enroll me. Oftentimes there were No 90 minute appointments available for the month so I had to be on a waiting list and jump into their schedule to accommodate them. I had a VERY unprofessional therapist who asked me to roll over facing him then moaned when I turned. As I would get calls to change my appointments from time to time, I always accommodated ME. The last time they called and asked me to change I again accommodated them but little to my knowledge, they suggested that I come in a few days before my "month's point accumulation". I had the massage and they charged me full price for accommodating their schedule otherwise I would not have been able to use my last month's membership. I've made a very long story short. Among other things: Changing therapist the day of the service, canceling my massage, etc. ME has intentionally ripped me off and I tried to reach them for 3 days with no return phone call from the manager. When I emailed the manager, she was caustic, very impersonable and actually endorsed the behavior. To date, she never did return my phone call. I sent a formal request to cancel and to NOT renew my membership. I am requesting to you to NOT RENEW MY MEMBERSHIP and verify that you will not charge my Credit Card for another nickel since I was overcharged after accommodating ME the last time I walked into the building. Please contact me by telephone: ************. Please have an executive who is a capable leader contact me at your earliest convenience by telephone: ************

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Massage Envy has made it more difficult to use our membership. During Covid, the locations had fewer providers with shorter hours that did not fit our schedule compared to when we joined. Also during this time the location closest to us closed down. This has made it more difficult to make an appointment unless I schedule 3-4 weeks out. A limited amount of providers are on staff at our location to provide deep tissue massages that fit our schedule. In addition to the above issues, my wife has had health issues over the last 3 years including 8 surgeries which prevent her from getting a massage or facial. After calling the location to put our accounts on hold I was told they could only put it on hold for 2 months at a time. As a results we both have near 30 months of unused services each.

*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. ↩