Massage Envy Reviews (%countItem)
Massage Envy Rating
Description: MASSAGE THERAPISTS
Address: 100 N Kimball Ave Ste 108, Southlake, Texas, United States, 76092-8028
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I have had a monthly membership with Massage Envy since 2008 for $49.00 per month which I purchased in *** where I previously lived. In April 2019 I moved from *** to ***. In July 2019 I booked an appointment with the Massage Envy location at ***. After each appointment I would have to call the *** store and provide my credit card information. After this occurring several times, Naomi, the local manager in *** suggested I transfer my membership to their store. I asked several times if transferring would in anyway interfere with my membership rate given the monthly rate from when I joined almost 12 years ago was no longer being offered. I was reassured repeatedly it wouldn't. Based on that reassurance I consented and Naomi initiated the transfer.
Since that time I have been charged $65.00 per month. Although my credit card was manually credited the difference, I received a call on Sunday, June 28 from Kim at the *** store stating they would be transferring my membership back to ***. When I asked if my membership terms and rates would be corrected I was told no, and that I would need to deal directly with the store where I purchased my membership at this point forward.
The manner in which this matter has been handled has not only been a horrible customer experience, but is also unfair and unethical. None of this has occurred by my own doing, rather the entire issue was prompted by Naomi at the local *** location in recommending a transfer and assuring me doing so would in no way affect the terms and conditions of my membership.
I am contacting you to assist in resolving this issue.
Good Afternoon ***,Unfortunately, the manager that input the transfer for this member was unaware her client’s rate would be affected with the transfer. Once realizing the rate was higher here ($65/mth vs $49.99/mth), the manager credited the member’s account so the member was still paying $49.99. There was no way we are able to change the monthly rate from $65 in this region, so instead our intent was to only charge the client $49.99 and our store absorb the remaining balance. Please see attached receipts as proof of what this client paid and a description below:Feb. Payment Client paid $49.99 on client’s Master Card / the remaining was paid for by our store in points Mar. Payment Client paid $49.99 on client’s Master Card / the remaining was paid for by our store in points Apr. Payment Client paid $65 on client’s Master Card / Manager refunded MC $65May Payment Client paid $65 on client’s Master Card / Manager refunded MC $35 due to COVID19 June Payment Client paid $49.99 on client’s Master Card / the remaining was paid for by our store in points When we saw this client over pay for 2 of their payments, we refunded 1 in full and partially refunded the other. Client cancelled her membership in the beginning of July and has since resigned up with her original location at $50/mth rate. This matter is resolved. Have a great day,Alicia ***Director of Member Services– Trinity Health Spa
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards