Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/17/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was diagnosed with breast cancer in April, 2024. Afterwards, my daughter took me to **, ***********, In. We both signed up for monthly massages. However, I didnt realize I couldnt cancel when I wanted.I have tried to discuss this with their staff, however the staff I talked to was very rude , talking over me when I was talking, I explained I just went through surgery, then radiation treatments. She continued by asking if I wanted to ADD ************* of some sort.I explained I just went through radiation and was not able nor willing to have anything else done to my body.I was very distraught, anxious, and told her this. She didnt mention freezing my account for a couple months. THEY are still removing $70 monthly which I thought was not happening til March, ******* not going through their office again.Its too much to handle at this time.

  Customer Answer

  Date: 03/01/2025

  Have you heard anything from Massage Envy?

  ***** *****

  Customer Answer

  Date: 03/16/2025

  I have contacted Massage Envy to discuss cancellation. However, they continue to ignore my request. They continue to push their services , telling me each service I should try.

  thank You,

  ***** *****

• Initial Complaint

  Date:10/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive tried canceling my membership with massage envy since July 2024, they keep saying they will do it, and they keep charging my credit card 70 dollars each time. They now owe me ****** and I cant get any resolution. Please help!!!!

  Business Response

  Date: 11/19/2024

  Hello,

  After reviewing our location's files, we do not have an active (or non-active) member under this name or phone number. I do see one client in our system with the same name and number; however, we do not show a single service performed or charged at this location. We also do not show a history of missed calls or emails regarding this matter. But if ***** would like to reach out to us, via phone at ************, we would love to assist him as much as we can. He can contact the Member Concierge or the Clinic Manager. 

  Thank you! 

  Business Response

  Date: 11/21/2024

  Hello,

  After reviewing our location's files, we do not have an active (or non-active) member under this name or phone number. I do see one client in our system with the same name and number; however, we do not show a single service performed or charged at this location. We also do not show a history of missed calls or emails regarding this matter. But if ***** would like to reach out to us, via phone at ************, we would love to assist him as much as we can. He can contact the Member Concierge or the Clinic Manager. 

  Thank you! 

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the course of many years my husband and I have been loyal members. Paying a set amount every month to accrue credits to be able to use the credits for services. There was a dispute over a charge and service rendered January 30, 2024. I canceled my account due to an employees attitude toward me while visiting the location. My husband did not cancel his account bc he has accrued 22 credits for future use. After speaking with the owner he assured me I can use my husbands credits for no charge and no penalty due to our long standing membership with his company. Then he changed his story and said I needed to be a full paying monthly member to be able to use my husbands credits. This is an attempt for him to get more money out of myself and husband in order to use credits that have already been paid for. He then offers a one time fee of $220 ($10/credit) to transfer credits. Again, an it her attempt to collect hundreds of dollars. We have spent thousands of dollars over the years accruing and using credits. It is baffling why the company would ask us to pay more money to use the credits we have already purchased and are on the account We are asking for a refund of the remaining 22 credits.

  Business Response

  Date: 04/04/2024

  The customer came out of a service with our esthetician on January 25, 2024. At this time, from the office, I hear the customer becoming upset with the front desk associates.  The front desk associates working were trying to help, however the customer was becoming more upset.  I stepped out of the office to help, because the situation seemed to be escalating. Before I mentioned anything the customer blurted, "I do not want your help." I responded by stating that I have worked with the company for a long time and sometimes I can see things that others do not.  Upon looking into the account, I noticed the reason the charge was different this time was because she did not get the same service as last time.  The customer did not like this response and demanded a cancelation form.  I immediately sent a cancelation form through DocuSign and made sure it hit the customer's email, before leaving the situation. Then I canceled the account based off the DocuSign request at the time.  After the customer left, she spoke with our franchise owner about the situation, and this is where the text messages came into play.

  I attached the same text here, with the statement highlighted, that the customer and her husband had to be active members in order for the solution the franchise owner gave to work.  Otherwise, the franchise does not allow the transfer of services with a waived fee. When the customer came in for their next appointment the front desk attempted to get her membership active in order to get the credits transferred over from the husband to use for the day.  The customer then stormed out. 

  Customer Answer

  Date: 04/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I am requesting a refund of the 22 credits. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 04/10/2024

  ******* is a valued and loyal customer, and for this reason I have tried to find a solution for her particular situation.  Her husband has accumulated credits because he has not used his membership as much at *******.  In an attempt to unlock the value of these credits, I told ******* she can use his credits without paying the $10 transfer fee.  Her husband's account was suspended due to his credit card no longer working for the monthly membership dues.  To access his credits, I needed him to put a card on file for the membership and bring his membership into good standing.  We were even willing to waive some of his missed payments to get this completed.  ******* then canceled her membership all together.  So with his membership suspended and her membership canceled, she wants to be able to use her husband's credits with no $10 fee.  This is simply not possible.

  I want to note I am a franchisee.  I have a contract with my franchisor to own and operate a Massage Envy in my territory, and they provide me a point of sale system that controls the parameters with which I'm able to offer solutions to my customers.  I also want to explain, my franchisor was involved in a large class action lawsuit (******************************* vs. Massage Envy Franchising LLC).  This was litigated over a decade long period and settlement terms were accepted by the court in May 2022.  As a franchisee, I was happy with the results because it provided a more robust set of consumer rights under our membership agreement and created a more compelling value to our members.  It should be noted, as members, ******* and her husband are parties to this settlement.  Under the terms of the settlement and membership agreement, anyone cancelling their membership now has 60 days from the date of cancellation to use their credits up (credits used to instantly expire).  Members may now transfer their credits to the same person once every 6 months for a $10 fee.

  The offer I made to ******* was more generous than the new consumer rights under the settlement, essentially allowing her for no charge to use an unlimited number of her husband's credits at any time. As long as she and her husband are members, my franchisor gives me the flexibility to give her this more generous offer as long as I pay for it.  This remains the offer on the table.

  For more information on the settlement, you can read about it at this link: *******************************************************************************************

   

  Customer Answer

  Date: 04/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Due to an increased hostile business environment and safety concerns I am requesting a refund for the 22 credits. 
  I do not feel safe entering the business or getting undressed for services offered. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Massage Envy continues to take money from my account after I explained to the manager that I want to cancel my membership.

  Business Response

  Date: 02/19/2024

  Membership concierge spoke with member on January 26, ****, about canceling membership. Member opted to cancel, so the membership concierge requested a cancelation form through the manager.  The signed contract states a cancelation takes up to 10 full days to take effect. On January 30, ****, the cancelation form was sent to the member through DocuSign. The member signed the document, and the membership was canceled out on January 31st, ****, giving the member until April 1st, ****, to use any remaining credits. 

  Business Response

  Date: 02/20/2024

  Membership concierge spoke with member on January 26, ****, about canceling membership. Member opted to cancel, so the membership concierge requested a cancelation form through the manager.  The signed contract states a cancelation takes up to 10 full days to take effect. On January 30, ****, the cancelation form was sent to the member through DocuSign. The member signed the document, and the membership was canceled out on January 31st, ****, giving the member until April 1st, ****, to use any remaining credits. 

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  please find our partial review below, which details our complaint: to see the full one, search for the *********** massage envy reviews on yelp or ****** to find the full details...we would like 2 things to resolve this:1.) our money back that we documented that we paid for service and never received. to the tune of over $3,000.00 donated to a local charity of our choice.2.) we would like the local owners to place an apology, not to us, but to all of its customers and a warning to all customers on all of their websites, local newspapers and landing pages ( we be the judge of the places and locations of where this is to be visable at- it must include signage on the front door of this location, and not in fine print either...) that the customer will NOT receive an actual 60 minutes of massage when they pay for a "60 minute massage", that it will only be about 45 minutes, and that this is a one way street as the customer will pay for cancellations, but ******************** never will. We have found that when you pay for a "2 hour session", you only get about 1.5 hours of service. For the last year and a half, we have had scheduled visits each Sunday at 2 and the average time (based on 50 visits) we actually get onto the table is ****, then, when they leave the room an hour in, add another average of 4 minutes that they leave us sitting there, then, the average time they are done with us is ****, which totals 20 minutes of charged time that you, the customer, is not receiving. when you bring this to the owners attention and their son that works the front desk, they say they don't care and cant and wont do anything about it. Let's add that up, shall we? 20 minutes X 50 sessions a year = $1,000.00 a year they are stealing from us as they advertise they are selling a 120 minute session for $120 but only providing $100 worth By our calculations, over the last 2 years of going there, they owe us over $2,400.00 in time that we were billed for but never received...

  Business Response

  Date: 01/06/2023

  *******,

  I work more of a second shift type schedule so it has been hard for me to catch you between 8 and 4.  With that being said, I wrote below a brief history of our interactions with this customer. 
  

  ******************* signed up for our wellness program membership on July 20, 2019, signing a 12 month contractual agreement with us.  Within this agreement, **** initialed and signed all areas of the contract as the front desk associate went over the contract out loud.  One read section of this agreement, in which he initialed, states All sessions include up to a total of 10 minutes for client consultation and dressing, which occurs both pre and post service.  Within that same section, the cancel/reschedule policy is stated as follows You may cancel or reschedule an appointment with no charge by giving us notice no less than 24 hours preceding your appointment.  Same day cancellations or appointments may be charged 50% of the scheduled service price or half of one accrued but unused monthly session.  If you do not call to cancel and do not show up for a scheduled appointment, you may be charged the full-service price at the rate specified in this Agreement or one full accrued but unused session.   In addition to explaining the policy to all new members, to prevent having to charge for cancellations and to ensure our service providers remain booked, we send out confirmation texts 2 days before an appointment to verify they will be at the appointment. This allows them enough time to cancel, without a charge, if they need to do so.   **** is also opted in for emails regarding his upcoming appointments. Many customers will call if they do not receive the text 2 days prior because they are accustom to getting those confirmations texts and want to verify they have the right day/time for their appointments.
  

  Over the course of three years, **** has been very abusive to the Massage Envy staff despite us trying to make him happy.   On occasion, we have waived his cancellation fee for being sick, we have filled appointments for him so he wouldnt be charged, given many free enhancements, and free time on the table.  He would get over one concern and move onto another such as the gift cards.  **** admitted to purchasing discounted gift cards from a third party website online.  These gift cards were not purchased through MEF or ************ leaving a high chance of fraud.  Therefore, we explained to him, the only legitimate gift cards are purchased from the company website or a Massage Envy location and this is the only way to secure the transaction.  Massage Envy franchising and individual Massage Envy locations will never sell loaded gift cards at a discount. 
  

  On December 18, 2022, **** came into the clinic for the last time.  During this interaction, he was extreme and continued to cross the line with the front desk staff when they told him he did not have an appointment scheduled for the day or time.  He demanded the front desk associate take their own money to pay him and refused to speak to the owner.  Upon researching his account, in January 2022, **** booked out every 2 weeks until the end of the year.  When looking through the audit history, 3 days later, his December 18^th appointment was cancelled by a different associate.  Our front desk staff rarely goes out 12 months in advance unless requested by a customer and it takes multiple clicks to cancel anything.  My guess is **** called a few days later to request we cancel that appointment after looking at his calendar.  In addition, he did not receive a confirmation text 2 days prior assuring him we had an appointment scheduled on December 18^th.
  

  Many times, our franchisee has reached out to **** in order resolve issues.  Despite **** never responding to the owner, we would still try and take care of him.  He continued to come back over a course of 3 years and we assumed he was happy with the way his issues were being handled.  As of today, we honored his request to cancel his membership and unprompted we refunded his last payment. 
  

  I hope this answers everything.
  

  Thank you,
  

  ******

  ************************* | Clinic Manager
  Massage Envy ***********
  An Independently Owned and Operated Franchise