Massage Envy Spa

Review: I signed for a membership with this location and nothing they promised has happened. By signing a co tract with them I was told I would be a me to have a massage monthly at no additional charge to the membership fee. I was told the massages could be scheduled when it was convenient for me. Well, that is not what is happening. I signed the contract this past August and have been able to schedule only one massage since then, which was today. Today I was supposed to have a two hour massage but at the 55 min mark the therapist said it was time to go. So not only am I not able to get appointments for times requested, but when an appointment is scheduled a month in advance it is wrong. I expressed my concerns and the manager/ claimed owner refused to allow me to cancel the contract and told me to use another facility. The customer care is awful, the co tact doesn't fulfill it's promises, staff are misinformed and clients suffer.Desired Settlement: For the contract to be voided and to be refunded for services not rendered. Customers should not be persuaded to enter contracts if a location is unable to provide services it promises.

Review: I became a monthly member of Massage Envy beginning in May 2014. I came in for services May, June and July. I did not come in August, but did come in on either September * or *. Since my unused sessions roll-over, the September */* session should have accounted for my missed August session. When I went in the beginning of September I was advised a new session would be available to me on 9/*/14. I did not come in after that 9/* (or 9/*) session. I should have a session for 9/*/14, 10/*/14 and 11/*/14. However, they will only honor 2 sessions. They charged my credit card for all these sessions, however. This is now the second problem I've had with this particular Massage Envy. When I asked to cancel my contract the woman on the phone told me she had no authority to do so. She also said that this contract is within the first year and would be hard to cancel. I was told when I signed up that I could cancel at any time. Now they won't let me cancel.

I was first advised of this issue in October when they only believed I had 1 session available (for 10/*) when I believed I had two (9/*/14 and 10/*/14). A [redacted] was supposed to get back to me to rectify the situation but never did.Desired Settlement: I want the 3 sessions I'm owed and my contract cancelled.

Business

Response:

Clients membership was cancelled and monthly credits were returned.

Review: I joined Message Envy and paid for 7 months out of the 12 month membership. In August 2012 I sent them the necessary paperwork to cancel my membership, as I was going abroad and unable to use this service for at least 6 months. I sent them what they requested and I was under the understanding that it was cancelled or frozen for that period of time. I recently received a collection notice for $414.00 from Message Envy's collection agency. I didn't receive any notification that my membership had been reinstated or "unfrozen." I had no idea I was under any obligation to continue paying them. No one contacted me to discuss this. I am happy to fulfill the contract and pay the additional 5 months which would be $250.00, but I do not understand why they are charging me $414.00. I would also like to be taken out of collection immediately as this is impacting credit, etc. I have contacted the Regional Director of this location but I have not heard back. I have made several attempts to remedy this situation myself, but the management at this location has been completely unresponsive.Desired Settlement: I am happy to fulfill the contract and pay the additional 5 months which would be $250.00, but I do not understand why they are charging me $414.00. I would also like to be taken out of collection immediately as this is impacting credit, etc. I have contacted the Regional Director of this location but I have not heard back. I have made several attempts to remedy this situation myself, but the management at this location has been completely unresponsive.

Review: Both my daughter and I have been going to Massage Envy in West Hartford, CT since about September 2013 and have even paid in advance for many services still not rendered. I would like to forfeit all of the upcoming visits that are do to us, even thought I've already paid for them, and not step food in that environment again. On February 1st, 2014 my daughter had an appointment to get a massage in the morning. When she woke up she was feeling ill from a flu like symptoms she may had caught at school the prior day. High fever and nausea were the main two symptoms I was noticing. I contacted Massage Envy and told them of the issues and the rep got into an argument with me (I have a witness as well) telling me to bring my daughter into the business and let them see how she was feeling. I was dumbfounded. I repeatedly asked the young lady if she serious in dragging a sick child with a potentially contagious virus into a public environment. She said YES over and over again! I was stunned, baffled and totally turned off by a business that would force a customer to subject their sick child to others and make it a potential health hazard. I don't ever want to step foot in that establishment again if that's how they treat their customers and choose money and greed over the welfare and health of others.Desired Settlement: Simply cancel my membership (my daughter's as well) although we've already paid in advance for services not yet rendered. I will forfeit them as I will not step foot in that establishment again.

Business

Response:

In response to this complaint, I was made aware on the morning of February 1st that Mr. [redacted] called on his way to our Clinic to bring his daughter for her scheduled appointment and let my front desk associate know that he thought his daughter may have a fever. He wanted to know if he should still bring her in or reschedule. The front desk associate told him that it was up to him, and if he had called the Clinic earlier, it would have given us a chance to fill the appointment spot, allowing us to waive the same-day cancel fee. He said that he didn't know earlier that she was sick and proceeded to raise his voice asking why we would want him to bring a sick kid into the Clinic. The front desk associate told him that we wouldn't want him to, but per our same-day cancellation policy, we would have to charge for the session to pay the therapist for the time reserved. He started yelling at the front desk associate, threatening to complain to our Corporate Office that she was very unprofessional for even wanting to charge him for this session and if we do charge, he would cancel both of their memberships. At this point, she called me and informed of the situation. My response to her was to make the exception to waive the fee and not charge for the session. Since his daughter is sick, it's not worth causing Mr. [redacted] to get more upset and go to the Corporate Office since we could take care of the situation in-Clinic. My front desk associate called Mr. [redacted] back, letting him know that we were waiving the cancellation fee for this appointment and that she hopes his daughter feels better. Mr. [redacted] thanked her for her understanding, for being professional about it and for calling him back. Mr. [redacted] then apologized to the front desk associate for the way he acted earlier in the conversation. The front desk associate said he was welcome and to give us a call back when his daughter was feeling better to reschedule. I am baffled by this complaint, seeing as how it was handled professionally at the Clinic level and he was not charged for this session. I will process Mr. [redacted]'s membership, along with his daughter's, effective upon receipt of a completed cancellation form. Mr. [redacted] stated in his complaint that he is willing to forfeit his and his daughter's remaining sessions. Once the memberships have been cancelled, those sessions will no longer be available. The cancellation forms have been mailed out today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: Recently, I my husband cancelled our memberships (2) because he was laid off from his job.We were advised by staff members that we could transfer "all" remaining sessions for friends and family. We started the process and transferred one (1) in July and three (3) in August. Yesterday, I had a session with a friend that I had transferred a session to and was advised that I could only transfer one (1) per month. Please note I have until September 10 to do this and have a total of twelve left.I was told that the staff member that made the transfers was an assistant manager and didn't know what she was doing. Now that is interesting since this is the same information that other staff members gave me when I called.The really mislead you when they give their sales pitch. My guest was going to get a membership, but after observing and hearing what happened yesterday, August 22 she changed her mind. She was going to get a membership so she could give spa sessions to her clients.Very disappointedDesired Settlement: I would like the following:Either1. Refund all of my remaining sessions.2. Let me transfer all to friends and family with transfer fee until September 3. Extend end date so I can transfer at least 8 sessions over the next 8 months.

I spoke with the front desk associate at this franchise by the name of Sharnita. I was very displeased and disgusted with her customer service and her explanation on your policy of informing clients about their upcoming appointments. I have been a member of massage envy for over 2 years and currently have 11 credits of massage/facial on file because I am unable to use due to my current work schedule. I spoke with the manager in October to cancel my membership and was bullied into using my credits. On Dec 17th I have a facial that I miss because I did not receive a phone reminder or an email to remind me of my appointment the week of the appointment. Since I have been a member, I have always received these notifications and have never missed an appointment. The associate (Sharnita) at this franchise wanted to charge me for missing the appointment and when I told her that I canceled the appointment she did not acknowledge this and still proceeded to advise me that I would be charged. I also advise her about the notification of the appointment was not received or done (she could not find a record of this in the system that is was sent or a phone call was made) and she stated, "This is a courtesy and not a standard". I am outrage with the level of service this franchise is delivering and with the staff that are being employed currently. I truly want to discontinue my membership with massage envy but I am being force to stay in a program and that I no longer want to be apart and loose my money. The Director of this franchise is Shelby W and the Franchise Owner is Terry C. I would not recommend this operation. I have witness many unhappy customers