ComplaintsforMassage Envy Tiffany Plaza #0155

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Inappropriate massage in December 11, 2023. Contacted facility about the complaint and spoke with a manager on December 18th. I was told at this time that my account would be closed and I would no longer be charged. My account was charged again on 28th. Contacted them again and they assured me that it would be canceled and my remaining credits, valued over $1,000, would be transferred to my sisters account for my troubles. My account was again charged on January 25th. I was contacted on January 30th about my account in which I told them about previous attempts to close the account. A form was sent to me and I returned it to the facility. I am now awaiting the actual cancellation of my account. I have also initiated a dispute with my bank for the errant charges

  Business response

  02/02/2024

  Unfortunately, I am not the home location (********* West) is the ******* home location or billing location so there is nothing that we can do for the client as we are not *******'s billing location. *******'s will need to contact ********* West location for the cancellation and the transfer of the credits. 

   

  Customer response

  02/02/2024

   
  Complaint: 21221386
  
  I am rejecting this response because:

  This location was the first one to tell me that my account would be closed and that I would no longer be charged. The incident that sparked my cancellation occurred at this facility.  I understand that they are franchises but they are also capable of communication. A simple phone call to the other location (which they obviously have in their system since I didnt provide that to them during our meeting, yet it is referenced in their comment) could have initiated the correct outcome to close the account. It isnt right for someone to tell you that you wont be charged or need to do any additional work and then fail to follow through on their end. In the event that I needed to contact them myself that should have been communicated to me at that time. The order facility also failed to follow through with the cancellation after assuring me that nothing further needed to be done. All I asked for after an emotionally traumatizing experience is to cancel my account  I did not want compensation or consequences for parties involved  I also was willing to sacrifice $1500 in credits because I just wanted to end this relationship with massage envy.  Instead I got months worth of phone calls and false promises.  I have been dealing with the other company as well with similar results of poor communication and lack of follow through  

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

  Business response

  02/07/2024

  we have reached out to the other location but since we are independently owned and operated we do not have access to Deborahs account and can not cancel the account. We have reached out to her billing location and asked for them to reach out to ******* so this matter can be resolved. 
  We again can not do anything further on our part other than call as we are not Deobrahs billing location. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I request confirmation from the Massage Envy Tiffany Plaza manager that my service contract will be terminated on February 16, ******************************************************* January. The manager has been unresponsive; appointments are difficult to obtain; and there is inadequate notice time when an appointment is cancelled and I want to find a more consumer friendly massage service. The managers lack of professionalism is the worst I have ever encountered anywhere. I have tried to terminate my service contract there on 3 separate occasions, two in late 2023 and the latest on January 3, ****. The front desk personnel told me that only the manager has the authority to terminate my contract, that they could not provide me her direct e-mail, and that they would notify her to call me. She was not in the office any of the times I made the requests, and she has not had the courtesy to contact me. I have been a member of Massage Envy for a number of years but recently the wait time to see a good massage therapist can be a couple of months. In addition, I have appeared three times in the office over the last year, only to find my appointment was cancelled approximately ***** minutes before. The one time the manager was present when I arrived to find my appointment cancelled, I requested notification as early as possible when appointments are cancelled. She seemed rude and indifferent but said she would write a note in my account to notify me of any cancellation promptly.

  Business response

  01/10/2024

  ****** was sent the cancellation email from the manager on 1.3.24 24 hours after the ****** requested the form on 1.2.24. 

   

• Initial Complaint

  11/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was debited 2 membership fees each month after being told my card would only be charged once a month. Clinic **** has been charging me on the 5th of each month a membership fee and Clinic **** has been also charging me a monthly membership fee. This has been occurring for 2 years. I am going to need a full refund since I did not authorize 2 membership fees. And this is the worst experience Ive ever had with having a membership somewhere.

  Business response

  11/19/2023

  Client emailed the clinic and will respond with options for a solution for clinic **** as the other clinic **** we have no authorization over. 

  Clinic ****

• Initial Complaint

  10/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to get a massage for two years, and I cant book less than one month out. Its a monthly fee, but I have over $5000 of credits that they still charge me monthly. If I want to put my membership on hold, they will still charge me $20 a month. I finally was able to book a massage a month out at a location other than my location, and they cancelled it the morning of. If I cancel my membership, I only have a certain amount of days to use up my credits, but I cant get an appointment.

  Business response

  10/18/2023

  Management will reach out to ***** to assist with options we can provide her and work with her on using her credits-Massage Envy Tiffany Plaza 

  Customer response

  10/25/2023

  The issue has NOT been resolved. I have heard nothing from the company. Id like it to be reopened.

  Business response

  10/26/2023

  Management sent email regarding this last week but will call ***** and can re-send email

  Business response

  11/10/2023

  We are currently working with the client

• Initial Complaint

  10/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a gift certificate for a massage. After my massage, the lady told me that I could sign up for a monthly massage and save money on this massage. I told her specifically that I didn't want to have a contract and was told there was not a contract, only a monthly fee of $60. They took the $60 our of my checking and I tried to schedule a massage. There were zero availability for over a month. I called and told them to cancel since I wouldn't be able to use the massages due to their scheduling. I was then told that there I had a contract, but a manager would call me to discuss. I have not heard from a manager despite a week and three follow-up calls. I would like my $60 back and confirmation that the contract has been cancelled. I never received a contract or any paperwork.

  Business response

  10/13/2021

  ***************************** has filled out her cancellation form and we are currently working with her. 

• Initial Complaint

  06/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April, 24 2021 I emailed Massage Envy corporate headquarters after repeated attempts to contact this massage envy to cancel resulted in no return calls or communication. On April 26, 2021 The corporate office acknowledged my request, apologized for the inconvenience and promised they were escalating the request to the franchise to process my cancellation. In May my card was charged again. May 10th I emailed again the corporate office to cancel my services. May 11th the responded again acknowledging my request and stating they would escalate it to management to make sure it was taken care of. June 4th they charged my card again. June 5th I once again emailed the corporate office and have yet to receive a reply. I emailed my bank asking if they will reverse the June charge. I let the May charge go because I assumed maybe I missed the notice period. However, at this point I would like both May and June refunded because it's clear not processing the cancellation is intentional.

  Business response

  06/08/2021

  I (clinic manager) will be reaching out to Christina and refunding both payments and ensuring that her membership is cancelled. 

  Thank you 

  Alyssa G***** 

  Clinic Manager 

  Tiffany Plaza/Edgewater

  Customer response

  06/15/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

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