Massage Envy

Don't go to them they are not customer service oriented if there is a problem they will not accommodate you and they keep your credit card on file whether you have a membership or not . My intentions were to start a membership but after the treatment that I received at the front desk I would not advise you to patronize them. I was charged for a service that I did not receive and they refused to remove the charge if you cancel while at the location they will still charge you, there is no grace period if you are a couple minutes late and not to mention that the person who is performing your service is late it doesn't matter, they will deduct the time from your session, because I was not comfortable with the person performing my service they charged me for not letting her do it. She was late getting to me but no type of solution was offered to me for her being late, I was using a gift card and was going to sign up for a membership but due to the treatment that I received I would not advise anyone to them. I DON'T RECCOMMEND THEM AT ALL !

I visited Massage Envy, the Falls location on 6/28/21, given a great sales pitch on how well trained their staff is and that they were all “Professional Massage Therapists, regularly trained.”

The first session I came to was promised to be a 2 hour session with full body stretching and a full body deep tissue “sport massage”

What did I get?

The Therapist showed up 25 minutes late, did a 7 minute stretch session and a crap 40 minute massage that made the girls on the beach rubbing suntan lotion on people look like a professional.

I immediately complained to the front desk staff and was promised a full refund for the 2 hours and a replacement session with “one of their best therapists t a different location”

I agreed and scheduled the appointment.

My second session, at a different location; the South Miami location on 9/9/21.

I arrived 30 minutes early and fully explained my last experience at the other location. They told me they had heard many complaints about that "other" location, then assured me the “Professional Therapist” I would meet today was "one of their best". I was promised “this therapist was highly trained with strong hands”.

What did I get?

An individual who had been working with your company for only a few weeks, and complained through the entire session how much her hands were hurting.

Again, I immediately complained to the front desk staff and shared my extreme disappointment.

Again, same as the last location, many apologies, promised refund and replacement treatment.

I asked to speak to a manager, the front desk individuals called and spoke with “head office”. They passed me the phone and said “this manager will help you”.

I explained the full experiences from both locations and stated I no longer wanted the appointments and simply wanted my money back.

I wanted to find a different company that had fully and professionally trained therapists. I was told “All our therapists are professionals and highly trained”, my experience proved this statement was not accurate.

I said again I wanted to cancel the membership and receive a refund for the wasted sessions. I was told by the “manager” on the phone my membership would be cancelled and my money refunded.

Both times I was promised a refund. This time now from a ‘manager” at “head office” promised a full refund and cancelling my membership.

Simple and easy. A professional reaction to a very bad situation. What any good company would do.

What did I get?

Nothing!

Not only did I not get the promised refunds, these scammers took 3 more payments from my credit card.

I contacted the company each time a payment was taken and given an apology and more promises of correction, refunds, & claims “We respect all our clients and I would love to be able to address the issue”

Not only has this horrible company wasted endless amounts of my time in 2 different locations, via telephone and email, and failed to follow through on your promises, they have to this day continued to try to steal more money from my credit card.

And they are even sly about that trying multiple times every day using different amounts each time.

I finally put a block on my credit card so they could not steal anymore, and to my delight, I finally received a call from them under the pretense they wished to help...

the follow up call, from a “manager” Monica Trujillo [email protected], only goal was to get more money from me. She claimed she knew nothing about the reported issues, and went on to mock me, make fun of my company and threaten to sue and do damage to me and my reputation if I made any sort of comments on their “how did we do?” reviews.

My suggestion, avoid these scammers. terrible services, disrespectful and scams… This company is clearly only interested in how much money they can get from people, with no interest in the services provided, or promises made.

This is in response to a client issue involving [redacted] with Massage Envy [redacted] was given Credits by another member who cancelled their membershipThis membership was cancelled over years ago and the procedure when cancelling membership is there are days to use any remaining Credits, after the days these credits expireAlthough these credits were "gifted" to her, these credits still fall under the day expiration requirementThis is also covered in the membership agreement when the member first signs a contract with Massage Envy as well when the client cancels the membership.I hope this helps to explain this matter, please let me know if you have any questions.Business ManagerMassage Envy-Leesburg

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, I continue to believe that it should be more clearly communicated when offered a membership by a particular Massage Envy that you are joining that specific one and may or may not be able to get appointments at others based on availability [redacted] is not near my home, so if I was told this, I would have not joined [redacted] and would have joined the one closest to my homeI also believe that [redacted] should have been more forthcoming and simply said they are booked and suggested I try at my home facility vs giving me the runaround for months Sincerely, [redacted]

From: < [redacted] @massageenvy.com>Date: Fri, May 22, at 1:PMSubject: Revdex.com-Massage Envy [redacted] # [redacted] To: [redacted] @myRevdex.com.orgCc: [redacted] < [redacted] @massageenvy.com>Good Afternoon [redacted] I wanted to follow up with an email per our conversation this morningAs I mentioned Massage Envy has contacted [redacted] to address her complaint against Massage Envy Laurel submitted on March 21, I apologized to the client about her negative experience and offered her a complimentary service[redacted] was very pleased with the resolve and appreciated the follow up call If you have any further questions or concerns regarding this case please do not hesitate to contact me directlyKind Regards, Tera D***Clinic DirectorMassage Envy Laurel

In researching this issue it was discovered that the credit processed last May via our merchant processor for which we received a receipt for the transaction was not properly posted to the clients account due to an "internet glitch" on the side of our processor [redacted] They explained that this happens from time to time but that they do not have a system in place to tell the transaction originator that the posting failed with the client's bankThe reprocessed the credit and the client should see this reflected in her account in the next 24-hoursI spoke to the client directly and apologized for the error and offered her a one-hour session due to the inconvenienceRegards, ***

We are being refused the right to terminate our membership We are moving and no longer wish to be members of Massage Envy on [redacted]

This email is regarding the complaint made by Shelly C [redacted] ID#I have finally located all of the information regarding Shelly C***I was confused because Shelly did come in to the clinic for a service and use the accrued credits in her account and didn't say anything about her concernsMy assistant manager did speak with her and my member relations specialist reached out after her recent serviceI have attached screen shots of the notes my employees put in after attempting to reach ShellyAlso, below is a copy of the email thread between Shelly and my member relations specialist Shelly does have one remaining credit in her accountI would refund the one payment for the credit that is unused if she still requests thatHowever I do feel my staff had attempted to contact her numerous times to discuss her account coming off of a freeze Please let me know how I can assist you further regarding this situation

Revdex.com:I am not satisfiedBut massage envy I guess can steel people's money and get away with itNow days a company can charge you money for survives you will never getNo refunds no matter how bad there service isI am only settling because I'm tired of this and want it to endIf I had the time and patience for the money I would take them to court Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me although the "complimentary" massage was not mentioned today, July 12th, but rather July 8thThank you for clearing that up Regards, [redacted]

This has already been resolved with the clientIt was taken care of within a few days of the actual complaint

I am rejecting this response because: The business is still not addressing my complaint or being consistently clear in their responseAt first they said that I was to pay the September payment and that they would honor my balance with them and the cancellationI’m assuming that would’ve included my balance and as they are demanding a September payment, another hour would be added to the balance for me get my services and they would reinstate the day window that is in the contractThe contract states once you cancel you have sixty days to use your balance, which they denied meThen when I called back to discuss their response they posted hereI simply asked to talk to a manager who left me the message She introduced herself then stated that my September dues were not necessary for me to pay, and that they were honoring my cancellationI calmly asked if they were then honoring the balance that I had on file and if I could use my balance and she replied they were not going to allow me to use my balance I hadShe stated that they incurred fees of a month because of my cancellation fee(Which doesn’t make sense to me since I cancelled.) I just said ok and hung up I then responded to what they said via this site so you were aware that what they stated over the phone is not what they are stating In writing via this siteAlso, they are still reporting to the credit beaureau that I owe them over $and I just received a notice in January for itThis is more than the a month they stated they were owed for the cancellation fees they said I owed over the phoneI’d be happy to provide a copy of the notice from the credit agency they reported me to Also, I have been a customer cumulatively longer than months and my understanding of the contract is it goes from Month to month after months so I was past the month mark at cancellation

I understand your frustrationWE have followed our nationwide policy and having a MINOR come in on the same day without prior knowledge and without parents signature put us in a position to where we were not able to approve her massage for that day The day you have chosen to have me oversee her other massage that day was on the weekend when I am not in office over the weekend, I assure you I have checked in with my team and managers that were in that day and I had instructed them on the matter to ensure her massage was taken care of and was approved for that day you scheduledWe took care of that massage and all services for both your daughters have been already paid for and taken care ofThere will be no refund issued as services has been performed alreadyI will note the account that we have discussed this and wont be able to do anything further at this pointThank You and Have a good day Massage Envy Maple Grove

I cannot provide a different answer than previously stated We do not give refunds on purchased gift cards, as it is stated on the gift card As I stated, this is in any industry

Mr [redacted] called to make a couples massage appointment All our appointments need to be guaranteed by a credit card, and all our Front Desk Staff do inform the client of the cancellation policy, specifically that for no call no shows the appointment will be charged at 100%, for same day cancels we will charge 50% if we are NOT able to rebook the slot Clients have until close of business previous day (10pm) to cancel at no cost.In this situation, Mr [redacted] called on 11/ to make the two appointments on 11/ He called on 11/to cancel the appointments and our Front Desk Staff exerted all effort to get the appointments rebooked, and succeeded to rebook one of the two Hence Mr [redacted] was only charged 50% of one appointment $26.92.We reviewed our video/audio footage at the clinic and confirmed that the person who booked the two appointments did in fact go through the cancellation policy Hence we stand by our decision to charge Mr [redacted] the 50% same day cancellation fee for one appointment.Thank you for seeking clarification [redacted] ***

I am responding in regards to complaint ID: [redacted] , filed by our member [redacted] has signed up for our wellness program since October 11", He agreed to pay $59.99/month that entitled him to a one hour massage every single monthHe signed and initialed the wellness form that goes into detail explaining the wellness program and in bold letters it clearly states that the initial membership term begins on October 11", and it expires on November 10, The initial term of the membership is twelve months, and after that it continues On month to month basisAt this moment [redacted] account has gone in past due/default and has been cancelled due to it being suspended for the last months because his monthly payments were not coming outWe left messages for him on 2.02.15, 3.17.15, 4.06.15, 4.27.15, and asking him to update his accountSince his last payment was January 11", and he never answered any of our phone calls to update the account, we consider this matter closed.Attached you may find a copy of the membership agreement signed by MrMcKeanyIf there is any other information I could provide for you, please feel free to contact me at [redacted] , or via email at [redacted] .Sincerely,Mary N***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Janet ***

We have sent a statement showing zero balance We have also reached out to assure him that he has no outstanding balance We appreciate this being brought to our attention and sincerely apologize for any frustration this caused

I looked up this client's account and we have already spoken with herWe initally spoke with her on November 20, discussing optionsOn December 9th we processed her cancellation and have emailed her letting her know the processPlease let me know if there is anything else that you need from me Thank you, [redacted] Business ManagerLakeway

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever I never made the appointment and also have the paperwork showing I didn’t make a appointment but do have recommendations on when I should returnAnd the problem wasn’t with their cancellation policy it was that they charged another person account for something I never did also the other account that was charged the individual never gave consent for the transactionThe massage envy after several calls to talk to a manager was never met however a girl was finally able to address the problem and voided the transactionAlso I requested a manager to call and never received a call from a managerBecause of the poor service and dishonesty from massage envy I will never return Sincerely, [redacted]