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:02/07/2025

  Type:Product 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.

  On January 5th, I had received a service from massage envy the same service I have received from the same service and another. Each time I had received this service I was given a complimentary follow up kit, free of charge. However, this time ,I was charged 40$, for the kit that had been included in the service on my prior visits. I was then sold another item as part of a free gift of purchase. I was never informed these items were not refundable. I didnt realize I was being charged for the kit nor did I realize these items were non refundable. This was never disclosed. I spoke with the general and regional manager and they said no refund will Be made. They never disclosed their refund policy and simply told me to look at the receipt which state no refunds . I believe I was wrongly charged and the behavior at the location is unethical and illegal. Charging for a service at one location and then not at another should be disclosed to customers. I would have not scheduled there. I would like my money refunded as well my accounted credited. Because of the time and travel taken to attempt to resolve this issue.

  Business Response

  Date: 02/07/2025

  Hello

   

  The client came in for a service to an indepentandly owed and operated massage envy franchise and we charge $40 for at home care kits. What other businesses or locations may do is up to them as we are independantly owed and can have different prices and policies.  She was shown after her service the promo we had when you purchage 2 items $40 post kit being the least expensice so shge can get the Gift and B3 serum $128 you get one free eye gel $100 value.  She was explained the price, at home treatment plan.  There were witneses to the transaction by her esthetician and the director as well as another front desk associate. She left happy with her service and her products she purchased.  She signed the credit card reciept that has the return policy on it right where she signs as well as the retail wall and the copy she was given to her, she is not showing you the entire reciept in the photo look at my duplicate  attatched.  We do not refund retail but i did offer her an exchage as long as it was not opened when i spoke to the other clinic she went to make the complaint.  We tried working with her but she was very  angry claiming she was tricked and will notify the BBB..

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22909448
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 02/10/2025

  The vender was deliberately misleading and did not provide information prior to scheduling that client would be charged extra for kit that is typically included.
  
  This vender is a part of the massage envy franchise, so they are expected to provide the same service. Charging for a kit at one location and not the other without disclosure is misleading and my chief complaint.
  
  Additionally, the promotion was buying two products get one free. I was charged for the kit (that is supposed to be free) and a serum. The esthetician said the kit was free that is why I was confused, and I was charge for two products. When one was supposed to be free.
  
  The no refunds are not posted in an obvious location ,and I feel this is intentional so they can coerce customers into buying products they cannot return. This is unethical and the other concern of my complaint. I saw no sign at the Centennial location and off to the side, almost hidden at *****************
  
  ENVY admits it  can charge whatever, but that should have been disclosed when I scheduled the service.  Or prior to starting treatment, so I can have the opportunity to decline and reschedule at a different location- where I wont have additional hidden charges, that are supposed to be included in the service. That was misleading.
  
  Originally, I only wanted a refund, but  I would like my account credit for the service and a refund. ******** opened the products. I just wanted my money back; they refused and now are causing additional time and stress by being unreasonable and accusatory.
  I have been a customer at ********************** envy for over ten years, there was never any notification that I would be charged for a kit that is free at other locations. I should have been notified so I could schedule at a different location, and the return policy is not obvious for a reasonable person to notice. It is hidden at both locations.

  Business Response

  Date: 02/11/2025

  Hello

   

  We have a no refund policy , I had offered to exchange it as a courtsey as long as it was unopened or tampered with and she refused.  We have our refund policy on the signed crdit card reciept as well as in the lobby in pain sight.

  Business Response

  Date: 02/11/2025

  Hello

   

  The client has recived her facial service and we do not refund on services that were 100% completed.  The reciept she is showing you she is covering up the refund policy here is a photo of what it really looks like.  We are independantly owed and operated and her home location is elsewhere and their policy may be different than ours. We charge for post kits $40 and that was disgussed at the retail wall when going over her home care and at check out.  She also made an additional purchase so she can earn the free gift with purchase that our location was offering at that time $100 value.  The director, front desk associate and her  esthetician were witness to the entire transactions as we are professionals and help thousands of clients a month.  The client was not under any obligations to make a purchase but she wanted to purchase what her esthecian recommened for at home care to address her skin care needs.  

   

   

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22909448
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/28/2023

  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.

  I LiShey- called twice to cancel my membership. Remember, this is a membership, and they try to keep you as a member without listening to your concerns or issues that you're having! Massage Envy is not flexible and or accommodating. I need to cancel my membership for several reasons: Health/ Unable to make appointments that works for my schedule and death in the family. AS well as I didn't even know that the rate changed from $60 to $70.00. Threaten to send me to collections (for not paying) as I am trying to cancel for 3 three months. It's there way or NO way! Whatever forms can be emailed, mailed to you and or fax to the client. One shouldn't have to come in the venue to cancel. This is a way to get FEEs to continue to be adding up. I am *** and they certainly don't give a DAMM- please remember this before signing up with Massage Envy- easy to sign up, but HARD to cancel. It's a serious GIMMICK and rudeness. Now, your therapist made be great but, you still must deal with the front desk. Here today, gone tomorrow. I am seeking in writing a cancellation letter and what is owed! I will NOT refer anyone to Massage Envy! I wrote and called requesting to cancel. My one year contract is over!

  Business Response

  Date: 03/19/2023

  The account has been cancelled per the request of the consumer.  Confused as to why she filled a BBB claim.   

   

• Initial Complaint

  Date:11/21/2022

  Type:Order 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.

  I would first like to start this complaint by recognizing that I did sign a contract to have massages done. I am not denying that. The issue I have is that I originally signed up due to muscle strains I was having in my back. At that point I received a massage that helped significantly for a short time. A month later I was scheduled for another massage for the same reason and Massage Envy rescheduled my appointment due to inavailability 3 times in one week. So naturally I started the process of finding somewhere else to go for the same services. I found one that has not rescheduled once and I now have my muscle strains under control (for the most part). All I was asking Massage envy to do was graciously help me cancel my contract. They will not do that. The biggest issue I have is now that there is so much bad blood between myself and massage envy, I couldn't even go in there if I wanted to because I don't like the way they handle customer service complaints and I'm sure they don't like that I want to cancel my contract. I don't have any personal issues with anyone there at all. It's just the way they don't understand that I had to find another place to be seen because they just kept canceling me and rescheduling. All I'm asking for , is for them to kindly cancel my contract so we can all move on with this matter. I've already been charged multiple times for services I will not be using moving forward. I don't want this to get confused at all because once again, the massage I did receive from them very much so helped ease my back pain for a few days. That is not the issue by any means. I would just like to professionally end this contract and move on. I hope we can come to an agreement on that. Thanks for your time.

  Business Response

  Date: 11/21/2022

   This client has had only one appointment canceled on 10/12/2022 due to a booking error and was given plenty of notice.  The 2nd  on 10/18/2022 the client called our location claiming a medical reason he cannot get massages and said he sent us an email we did not receive any emails or documents from this client. THEN SENT AN EMAIL ASKING WHY HE IS BEING CHARGED BECAUSE HE HAS A 12 MONTH CONTRACT.

  He is not giving the entire story.  

  *****************************

   

  Good afternoon ******,
  
  You are still being charged because you signed a 12-month membership contract when you joined.  Until you have fulfilled the terms of that contract you will continue to be charged.  Sorry for any confusion.  If you have any further questions please give us a call at ************.  Thank you
  
  
  -----Original Message-----
  From: "*********************" <******************>
  Sent: Wednesday, November 16, 2022 1:53pm
  To: *****************************************
  Subject: Re: We do not have an email from you?
  
  
  Good afternoon. Im still being charged and I was able to receive a referral for my back treatment. I havent even used any massages since the initial one. After that I was rescheduled multiple times so I decided to go elsewhere.  I dont see why I would have to pay every month for a service I dont use and especially for one I tried to use but kept getting rescheduled. Please let me know if any further action is required. Thanks and have a great day. 
  V/r 
  **********************;

   

  n Oct 18, 2022, at 12:41 PM, ********************* <******************> wrote:
  
  
  
  Good afternoon,
  
  Sorry for any confusion.  Id like to start by being more detailed than previous.  I did not call your location.  Your location called me to confirm an appointment that was scheduled for tomorrow.  Secondly, I did not explain to the woman that I had a medical condition that does not allow massage.  In reality, its quite the opposite, my condition would benefit from massages.  I am currently working on getting a referral to a massage therapist that would be covered under Tricare.  In the last couple weeks your location has re-scheduled my previous appointment three separate times.  Two of these times, were within 15 minutes of each other.  I sent an email over to your corporate office to explain these details.  They said that appropriately, they would forward that information to your location as they dont deal with cancellations directly.  Im not asking for the money that has been charged already to be refunded by any means.  I just started this membership but under new conditions, I would like to cancel my membership moving forward.  I would appreciate if that kindness could be granted to me so I can press with finding something that better suites my current needs.   Thanks for your time and I hope you are having a blessed day. 
  
  v/r
  *********************
  

   

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18445555
  
  I am rejecting this response because:  It was most definitely cancelled three times in one week.  Twice on the same day.  I never called your business stating that I couldn't receive massages.  This is where the communication between you and people at the front desk is inadequate.    It's quite the opposite.  I said that I was going to try and obtain a referral from base in order to actually receive a massage for my back.  I just don't understand why you insist on keeping this contract.  I will not come in to your establishment because I am being seen elsewhere now because they were able to always keep appointments.  There is absolutely nothing you gain as a business other than just charging someone every month for a year that is unhappy with how you guys do business.  I'm even willing to pay a cancellation fee if needed so I don't have to do business with you guys.  The one thing you are finding it hard to realize is people have to move schedules around (for the most part) to meet these appointments.  I had to do the same and then when it was cancelled twice on the same day and once on the other.   That's unsatisfactory business and I would like out of the contract.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/27/2022

  I have documentation via email from the client see previous attachments. 

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18445555
  
  I am rejecting this response because:  I don't want to keep going back and forth on this.  I understand I signed a contract, and that you will not cancel any payments moving forward.  At the end of the day, that's what matters if you will not cancel it.  I will not bother you any more with this as it's not going anywhere.  At the end of the day I wouldn't even feel comfortable coming back in because there is obvious dislike between both parties.  Please cancel my membership the very day that the contract is up.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/07/2022

  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.

  I don't know how to explain this here. Please advise

  Business Response

  Date: 11/09/2022

  Per our cancellation policy, the session cannot be transferred to a family member. Mrs ***** has been informed of this by all managers on staff, Including our Director of operations. She has received a copy of her contract and her cancellation forms. She is free to come in for the session.  We would be happy to set that appointment for her. However it cannot be transferred to anyone else. 

  Please let me know if I can be of assistance helping her book a session for herself, I can be reached at ************ 

  Kind regards,

  ***********************

  General Manager

   

   

• Initial Complaint

  Date:08/13/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 just left this location and had a great facial. Once I got to the front to pay, I was bombarded with memberships I should start with the company in which I declined because I'm an AD member of the armed forces. They told me my total was $120 for a 60 minute facial. When I booked the appointment earlier in the day around 3-4pm, I was told I would only be charged $70 because I hadn't been to a massage envy location within 6 months. This company is providing false information and false prices over the phone and you don't know how much you owe until the services are completed and you're forced to pay. Ridiculous and will be handled in court if not addressed.
  

  Business Response

  Date: 09/05/2022

  Business Response /* (1000, 8, 2022/08/31) */
  Contact Name and Title: Sarah A******** Director
  Contact Phone: ************
  Contact Email: Sarah.A********@massageenvy.com
  Raymond has been to massage Envy 3 times in the past 8 month
  Before his appointment we made notes in his file letting him know he would be paying $120 because he has already got 2 intro rates at $70 this year .and this is his 3rd massage in 8 months and that discount does not apply to him anymore. The only way he would revive a discount if he was a member and that's our member rate . He was very aggressive on the phone and made one of our Young FDAS very upset at his behavior. He was also explained this from another franchise location I saw notes in his file. If the client calls me Sarah A******** Director of Operations . I am happy to adjust this one time only the difference unit he will no longer get the intro rate this year. He has been in Jan ,Feb and August this year under this name.
  
  
  Consumer Response /* (2000, 10, 2022/09/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I just want to be done with this situation and am very pleased that the DOO (Sarah) responded and is able to refund me the difference, as that is what I requested from the beginning of this. Unfortunately I will not be returning to any massage envy location for any service until they pull it together and clarify with people that they know exactly what they will be charged before even scheduling an appointment. Also, your employees lack professionalism and customer satisfaction over the phone or in person. All I can say is thanks for at least refunding me the $50 difference. BBB please warn other potential customers of false advertising with this company. Thanks!