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Business Profile

Massage Therapist

Massage Envy of Sugarhouse, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

This profile includes complaints for Massage Envy of Sugarhouse, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Massage Envy of Sugarhouse, LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/20/2023

      Type:Order Issues
      Status:
      Unanswered
      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 have had a membership with massage envy that charges a monthly fee for one credit for one 60 minute massage. When I signed up for this membership I realized it was okay for me to accrue these credits to use later, as massage envy had a policy that you could "freeze" your account for free and use your credits up. Then they changed this policy, where now they charge you $20 to "freeze plus" your account and use the credits you have paid for already. Also, I had a difficult time even booking massage for awhile to even use up my credits. I would like the money back for the credits they owe me. I paid for these credits and kept the membership going because in the past I was able to use the massages I paid for at anytime, even if my membership was "on freeze" for no fee. How can they change this policy and charge me a fee now to use credits I already paid for.

    • Initial Complaint

      Date:12/06/2022

      Type:Order Issues
      Status:
      Unanswered
      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’ve been a member with massage envy since 2016. I signed a contract agreeing to pay $50 per month in exchange for being able to book a service to use those funds toward. This year 2022 they have now raised that monthly fee twice and the most recent I was not informed of until I saw $70 out of my account as of 12/5/22. There was no notice of the increase nor was I given any options. If I cancel my membership I will lose thousands of dollars that I’ve paid over the years in monthly fees that I have not gotten services for. As it stands now I can’t even book a massage service until months out so I am not even being offered the services I’ve paid for. I tried contacting the company and they’ve just told me it’s corporates fault and gave me a number to a random attorney as my only course to resolve the matter. I never agreed to pay $70 per month and as I can’t even book a service until February I can’t use the 20 + services I have saved up so at this point they are charging me and not providing the goods.

    Massage Envy of Sugarhouse, LLC is NOT a BBB Accredited Business.

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