Massage Envy #0325

To date, the account has been credited and immediately terminated. The information was filled out correctly on the member's end, however, it was not received with ample time to finalize the cancellation process. I  apologize for any inconvenience this  has caused and that it was not executed in a quicker manner. I want to  thank you for your militant services and wish you a safe deployment. We would like to regain your loyalty, please let us know when you are back in town and we would like to invite you back for a massage. Thank you for being a Massage Envy member.

Ms. [redacted],
Thank you for your continued assistance in this matter.  My account history with Message Envy is as follows:
Sept/Oct 2011 Opened membership with Message Envy in Pensacola, FL.
[redacted]
Pensacola, FL 32504
###-###-####
Due to relocation and deployment orders started using the location in Mira Mesa.  When I tried to cancel membership first time in 2012 I did so with same difficulty in 2012 due to a deployment.
2013-After a year and returning from deployment I joined again, but at the Mira Mesa location.  After receiving deployment orders I again tried to cancel and thus the reason for the complaint.
Does this information help?
Thank you,
[redacted]

Hello,
Thank you for providing us with this feedback. Since each of our locations are independently owned and operated franchises, could you please provide us with the name of the location wherein this membership began? We would like to research this further and provide the clinic, clinic owner and...

regional team with this feedback.
We apologize for any inconvenience. Thank you and have a nice day.

Review: I am currently deployed tot he Middle East. Shortly after leaving for deployment I contact the business in question and informed them I would like to cancel my membership under the SSCRA. Message envy asked for a copy of my orders, which I scanned and emailed back. I received an email informing me that my membership would be canceled and my credit card no longer billed. This was back in late Feb. My credit card is till billed for the monthly membership fee of 54.99. This is the second time I have had to dispute the charge with the credit card and Massage Envy makes no effort to correct the issue. I had a similar issue with the Pensacola, FL location as well.Desired Settlement: I would like to automatic billing to stop and refund all charges.

Business

Response:

Hello,

Thank you for providing us with this feedback. Since each of our locations are independently owned and operated franchises, could you please provide us with the name of the location wherein this membership began? We would like to research this further and provide the clinic, clinic owner and regional team with this feedback.

We apologize for any inconvenience. Thank you and have a nice day.

Consumer

Response:

Ms. [redacted],

Thank you for your continued assistance in this matter. My account history with Message Envy is as follows:

Sept/Oct 2011 Opened membership with Message Envy in Pensacola, FL.

Pensacola, FL 32504

###-###-####

Due to relocation and deployment orders started using the location in Mira Mesa. When I tried to cancel membership first time in 2012 I did so with same difficulty in 2012 due to a deployment.

2013-After a year and returning from deployment I joined again, but at the Mira Mesa location. After receiving deployment orders I again tried to cancel and thus the reason for the complaint.

Does this information help?

Thank you,

Business

Response:

To date, the account has been credited and immediately terminated. The information was filled out correctly on the member's end, however, it was not received with ample time to finalize the cancellation process. I apologize for any inconvenience this has caused and that it was not executed in a quicker manner. I want to thank you for your militant services and wish you a safe deployment. We would like to regain your loyalty, please let us know when you are back in town and we would like to invite you back for a massage. Thank you for being a Massage Envy member.

Review: I received a massage envy gift card from my daughter for Mothers Day. The value is $125.00. I was involved in an accident so I called massage envy to tell them about my condition and because of the pain in my body I wanted to give the gift card back and redeem for money since I am unable to sit, lay and have someone pressing on my body because I have a severe case of whip lash. I was told that the gift card could not be refunded it doesn't expire and I could use another one of there services.

So I called to set up an appointment and I was told that I would have to leave my credit card on file in case I didn't come in they would charge my card a $25.00 no show fee. I told them I lived across the street and I would not cancel I would come in, now mind you I have a gift card. the girl told me it's policy. So on there window it displays a walk in welcome advertising sign, I walked in at 4pm they told me I couldn't be seen until 8:30pm for a sugar foot srcub, are you kidding me I said and in order to make that appointment I needed to give them my credit card information, so if walk in's are welcome why wasn't I seen. So I came home and registered on line at 6pm last evening to get an appointment today and I received a reply back saying someone would call me to set up an appointment for saturday morning at 9am which is the time I requested. It is 8am saturday morning and no call. I was trying to reach the corporate office to speak to a higher up and no luck. I am VERY DISSAPPOINTED WITH MASSAGE ENVY!!!! I do not wish to do business with them now or in the future and I ask that I can redeem this gift card and receive a full refund of $125.00.Desired Settlement: A full cash refund, they misrepresent there business and the ladies at the front desk are all rude. In person and on the phone. I will not patronize any massage envy establishments.

Business

Response:

Obviously by the looks of this complaint she is upset with our policies and procedures so she is now poking at other characteristics of the business, "front desk girls are all rude" etc. At this point, I will not honor her request for a refund. Again, she is more than welcome to book an appointment but a credit card is required. She also has the ability to walk in, granted our clients are conditioned to book appointments resulting in a full schedule.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I am not satisfied with Massage envy and the way they conduct business. I feel as though I will be treated differently since I filed the complaint. I wish to have a full refund.