Massage Envy

To whom it may concern: It was brought to our attention that [redacted] submitted a complaint on 1/11/16 regarding an issue with an online gift card purchase. We have reached out to the customer via phone and email and offered the following resolution:The gift card was resent to the...

customer yesterday (1/10/16). Warm regards, Massage Envy Franchising, LLC

Review: Very unprofessional. Company wasnt direct on having a parent for a juvenille for a massage. Would not let a juvenilla receieve a massage so we lost $50 and they wouldnt refund it. The owner was very unprofessional and rude.Desired Settlement: Be fair and have money refunded to my child. She didnt give any solutions

Business

Response:

Response to ID [redacted]:The complaint was received from the mother of two young women who scheduled massages. One of the young women is a minor. The manager explained the minor policy, telling the young women that a parent or guardian must sign the policy and be present in the treatment room during the massage. The mother was not available to do so at the time. The mother asked for the gift card one of her daughters had previously purchased to be refunded. The owner called the mother and again explained the minor policy and welcomed her daughters to return to the clinic, with the mother in order to accommodate the minor child. The owner offered to rearrange the clinic schedule to accommodate the daughters and mother and also offered a complimentary enhancement and/or 30-minute upgrade. It is not the location's policy to refund a gift card as gift cards do not expire and can be used for a massage for the minor child as long as a parent or guardian is present. Please confirm that you have received this email.Thank you,Marci

I was billed for a massage I never received. I have never been to Massage Envy in Chapel Hill. I tried to make an appointment with Massage Envy in Chapel Hill. The first two days I requested via an email online were not available. Someone called me from the company and I reluctantly agreed to a Tuesday night appointment. The lady asked me for my credit card for the reservation, but said my card would not be charged. Unfortunately, my daughter became sick in the day or so from the time I scheduled the appointment and I was not able to go. I received a very terse and rude phone call from the company telling me that it was 7 minutes after my appointment and that I had missed it and that I had not called and even if I had, I would be charged the full amount for the massage, so it didn't matter that I had not called. This was shocking coming from a place that is supposed to be helping people with their well-being, and I am having a hard time understanding how I can be charged for services from a business I have never been to and from whom I have never received a thing or a service. The charge was for a promotional offer for first time visitors, and I am being harshly punished for having a sick child because I didn't show up for a promotional offer. It seems like they don't want customers if this is how they treat them.Desired SettlementI have filed a dispute with my credit card company for the $49.99 for a massage I never received, and I would like this refunded to my account or this charge dropped.Business Response This customer called to reserve a massage at our Chapel Hill location. We require a credit card to hold an appointment and the card is charged if the customer doesn't show for the appointment so that the therapist can be paid for reserving their time to be available for the appointment.We thoroughly explain our cancellation / so-show policy and we also call all appointments the day before to confirm.This customer did not call to cancel the appointment and they did not show up as scheduled.When appointments are booked, we have to schedule a Therapist to be present and they must be paid for their time that they reserved for that customer. Charging the customer for the appointment they booked is standard practice in the industry.

Review: I have told Message Envy of Cranberry Township 3 times (1 face-to-face, 2 thru phone contact) to cancel the renewing of a 3 message gift bought for me by my wife and they continue to renew it the last 2 months. I then have to call and get them to refund my credit card which they do. My wife has had the same trouble but thought that she forgot to cancel it and just let the billing continue.Desired Settlement: stop renewing something I don't want. Buyer beware of their "forgetting" to cancel.

Business

Response:

To whom it may concern,Re: ID [redacted]The membership has been cancelled and a full refund for the charge in question has been processed.We did not have any record of the initial stated contract. However, after the 2nd contact, the guest's desire to cancel the membership was understood. Unfortunately, it was never properly processed and was a clear oversight on our part. After we were made aware of our mistake, the charge was immediately refunded and the membership cancelled, we sincerely apologized to the guest and made them aware of our corrective actions.We always try to go above and beyond to make our services & memberships as stress -free as possible. But, unfortunately, human error can sometimes occur, When it does, though, we immediately work to resolve the situation.Regarding his wife's membership ,we have tried to get in contact with him a couple times this week, but have been unable to reach him. We have spoken to a male gentleman at the phone number on file and he confirmed that the messages were given. Once we do get in touch with him, we will handle cancelling his wife's membership in the appropriate manner, with the high level of customer satisfaction that we strive for each and every time.Thank you, Management

I called and made a one-time appointment for my sister to get a massage 2 weeks ago. I paid for the massage over the phone. After the visit, they made a follow up appointment for my sister. I was charged a week later for the $80.00 follow up appointment that she never went to, and my personal credit card was charged without my authorization! I was told I would get a refund, but still did not. I called today and was informed by [redacted] that my money was being held hostage until someone could get a credit card on file to make up for the missed appointment! I was already told I would be receiving my money back, and was furious my information was still on file, and charged unauthorized! They refuse to give me a refund even though that appointment had nothing to do with me. Absolutely illegal to charge someone for something they had nothing to do with, and incredibly rude and disrespectful. I will never trust this company with my personal information again.Order_Number:[redacted]/////Desired SettlementI would like my money back for this missed appointment that I did not even make. /////Business Response Hello, I somehow didn't get this email and overlooked it however, the guest was fully refunded a few days after her call to us and I have proof of this as well. The guest contacted the owner and it was resolved within 24 hours of that call on 12/4, the issue was the holidays and thanksgiving caused some delay and follow up on the issue was needed on our part. Please update this case as we didn't take advantage of them or do anything illegal as this was just an error on both parts being that is our policy to charge n/s fee and this was explained to guest twice but they had the wrong cc on file.

Review: I and my wife are members of massage envy. We stopped our account in October 2015. Since stopping our account in October Massage Envy has continued to charge our credit card every month for massages we have never had. They admit we have never had services there and that is not in dispute however they keep telling us they will refund our money to our credit card however we continue to be charged every month! This is from October until they just charged me again for June. I called Massage Envy for the 5th time again today and they again told me they would look into it. I need help. They refuse to stop charging my credit card every month even though I have not been there since October. How can I make then refund my money??Desired Settlement: I feel they should immediately refund my money with interest to my credit card.

Business

Response:

To Whom It May Concern,Our Sales and Shift Managers were under the impression that both members just wanted their memberships frozen while traveling and to restart when they returned after the first call. Unfortunately, I've only heard about that initial phone call about freezing the memberships and then a voicemail was left by Mrs. [redacted] recently stating she was angry. We resolved this issue by refunding both memberships on Saturday, June 3, 2016 after Mr. [redacted] had a 3 way phone conversation with our Sales Manager and his credit card company in regards to his and his wife's charges. We tried calling Mr. [redacted] back as soon as all refunds were put through to let him know that we were sorry for any inconvenience this may have caused, and we left a voicemail to call us back. He returned the call on Monday thanking the Sales Manager for all of her help.

Massage Envy of Beaver Creek collected $177 from me for 3 months of service and will not let me receive the services for which I paid.I signed up for a monthly draft at Massage Envy. I went in for my last service the first week of April 2013. I was 9 months pregnant and about to give birth to my daughter. I asked them if I could put my account on hold for a few months since I wasn't sure whether I wanted to continue the monthly withdrawal. They told me they could put the account on hold for 3 months. I asked them to call me at the end of the 3 months to see if I wanted to continue the monthly withdrawal. They said they would. I never received that phone call. I did, however, receive a voicemail from them in August stating the electronic debit did not go through so I needed to call them to update my account information. The card they had on file for me had expired. I received a new debit card and did not call them back to update my information because I did not want to continue the monthly withdrawal. I did receive two additional voicemails, exactly like the one before, in September and October. I was never once informed that I would be held liable for the monthly charges if I did not call them back. I then received a notice in the mail from a collection agency [redacted] on November 25 stating I owed Massage Envy $177 for 3 months of nonpayment. I called the Massage Envy and visited the manager. I asked to receive a copy of my contract and the manager would not give it to me. I also asked if I would be able to receive the services if I paid for them. She said only if I was a member which meant I would have to sign back up for the monthly withdrawals. I ended up having to pay the $177 because I didn't want it to go against my credit, but I believe I should be able to receive the services for which I paid or get some type of refund. Desired SettlementI would either like to receive the services for which I paid or receive some type of refund since I am not allowed to receive those services because I refuse to give Massage Envy another penny of my money.Business Response [redacted] called from the business and said that the complaint had been resolvedConsumer Response [redacted] called me on February 21, apologized for the way things were handled by the manager and gave me the 3 hours of services I paid for. The issue has been resolved.

In late August, I called Massage Envy, South Virginia St, Reno, NV office and told them I wanted to stop my membership and not be charged any more. I live in [redacted], NV and it is difficult for me to get there. The lady who took my call said they needed to charge me one more time and then they would stop. She said nothing about emailing me a form to cancel. (In looking back, that seems appropriate.) My account has still been charged and today I got a telephone call saying my account had been charged again to call for an appointment. I called them back. I talked to a lady who knew nothing about my previous call. She said I would need to fill out the form before they can cancel my contract. They will charge my account again. Help! I haven't received the email form yet. I called back and the lady with whom I spoke said she hasn't had time to email it. I'm afraid I don't trust that company.Thank you for you help.Desired SettlementI would like Massage Envy to refund the amount they have withdrawn from my account after their representative said she would close my account.Business Response Case #[redacted] Our member was working with our membership coordinator to facilitate her membership cancellation. There seems to have been a misunderstanding during the process. We value our members and our goal is to bring health and wellness to their day to day life. In an effort to expedite matters, we will be refunding our member her September and October dues and immediately canceling her account per her request.

Before you schedule an appointment, realize that your appointment time means nothing to Massage Envy and they have no respect for your schedule.
I scheduled a couple's massage days in advance at 4pm as a one year anniversary celebration. I got a call thirty minutes before our appointment stating that someone underage came in for a massage, and that Massage Envy did not realize that said customer was a minor. Due to company policy, the minor could not be massaged until there was an adult with them, so Massage Envy waited on the adult to come, then placed the minor in the couple's massage room. I was asked to switch to separate room massages, which I turned down for obvious reasons; if we wanted separate massages, we would not have scheduled a couple's massage, especially to celebrate our anniversary.
I reminded the worker on the phone that I had called in advance to schedule this couple's massage for our anniversary, stated it didn't seem fair that my husband and I would be punished for circumstances that could have been avoided, and asked what could be done to make the situation right. My husband had already taken off work early so we could enjoy our peaceful and romantic massage together.
The only solution Massage Envy came up with was to ask a massage therapist that was already home from getting off early, and to push back the appointment an hour after I had scheduled it initially. We realized how much it would affect our massage to have someone that had already checked out of work mode for the day, come back in and do an hour's massage, and did not want to punish that therapist for his/her company's incompetence. We also had other previous engagements at 6pm, so that option was not possible for us. It was not fair to ask us to push our entire schedule back because of a mistake on Massage Envy's behalf.
There was no remorse shown on the other side, other than a fake, insincere customer service basic of "Oh, I'm sorry" and no actions to even attempt to make it right. Had Massage Envy offered some sort of incentive (free facial, hot stones with massage, essential oils, 50% one of our massages, etc...) we would have been more willing to work with their screw-up, and I would not be writing this complaint.
As it stands, my husband and I scheduled a couple's massage to celebrate our one year anniversary. Massage Envy's incompetence and complete lack of respect for their client's scheduling made what would have been a relaxing and romantic evening into an evening of anger and disbelief of terrible customer service. Usually if a mistake is made on the company's behalf, they will do anything to make it right, not just a superficial apology and inquiring of a time to reschedule. Massage Envy completely disregarded the fact that we had scheduled our couple's massage days in advance to celebrate our one year anniversary, not just as a usual event.
I am not pleased with this Massage Envy due to the poor way in which this situation was handled and the lack of respect shown to us. I wanted to let the public know to not expect their massages at the time scheduled, no matter how far in advance you called or how special the occasion is, even after letting Massage Envy know. Might as well just make it a walk-in when you have spare time.","neg-1

I cancelled my membership due to a move in 2011, never rec'd any further communication until yesterday when I rec'd a bill from a collections agency.December 2010 I signed a contract for massage services with Massage Envy. I found out I was moving in January 2011 and went into the office, spoke with someone at the front desk about the move, and cancelled my membership. They did not indicate that this was any problem whatsoeverOctober 22, 2013 I rec'd a collections letter for $590 - this is almost 3 years later! When I called [redacted] at Massage Envy she told me they had tried to bill my account several months in 2011 and it was rejected - which makes no sense because none of my credit cards or bank accounts changed - and reports that someone from their office called and left a VM on my cell phone every month for 5 months. If I received any VMs about an unpaid bill I would have called to resolve it immediately, considering I was under the impression from my January 2011 visit to their office that the membership had been cancelled. I explained to [redacted] that I came into the office and cancelled the membership in January 2011, and she asked if I signed a card to cancel my membership. That was almost 3 years ago and I don't recall if I signed anything when I went in to cancel, but I'm sure I did whatever I was asked to do. [redacted] said if I had filled out a card to cancel, there wouldn't be any problem. [redacted] told me the only resolution at this time is to pay the $590. Desired SettlementI would like them to do the right thing, which is to remove this from collections and cancel the membership as of January 2011. Business Response [redacted] was sent to collections for failed payments for March - December 2011. Memberships are set on automatic drafts, her draft date was set on the 11th of each month. Courtesy calls were made to the client on the day of the failed payment, and messages were left each time there was no answer (we keep detailed accounts on each client's file of when calls are made and to what nature). Eventually, the client was cancelled in December 2011 due to nonpayment at a total of ten failed payments. There are no notes or forms in the client's file regarding a cancellation of this account, and a signed form is always required to cancel a membership. After careful consideration, per customer service we have dropped this client's file from the collections list. She will no longer be contacted via the collection agency or Massage Envy regarding these past due debts.

I am very dissatisfied with the services received and customer service encounters with this company, and they refuse to cancel my 6-month membership.I called to cancel my membership with this company, and they explained that they cannot cancel it. They have my credit card number on file and will continue to take money from me monthly against my wishes. If this is their policy, then this is something they need to explain to people before they sign up. I feel tricked and cheated.Desired SettlementI want to cancel my membership with them.Business Response She only visited us once and because she liked everything she signed up for 6 months; otherwise why would she sign up. Then she contacted us because she wanted to cancel her membership. When we asked her why, she would not get any details. Even with all these contradictions and lack of a good reason we cancelled her membership for her, so I do not know what her issue is? This whole complaint does not make any sense.

I joined massage envy with my daughter and had auto deduction for a 1 hour massage each month for each of us. Due to financial issues, I had to cancel our memberships and put in a request in September to stop these deductions. Apparently this cancellation went through mid-September. I was told by front desk staff that we would have until the end of the month of October to finish using any balance of massages we had on the books. We had a total of 5.5 massage hours on the books which equates to about $255 in value. Keep in mind I have already paid for these massages. Now the staff at Massage Envy has changed their statement about how long we had to use the remaining time on the books and said their system had wiped us off the books due to our auto deduction cancellation. This is a complete rip-off. We have paid for these massages! It was due to their misinformation and incompetence that we apparently no longer have any balance remaining and have lost out on $255 worth of services.The on site manager at this location "[redacted]" was unwilling to make any accomodations due to her staff's error. Hopefully Revdex.com has some clout with these unethical business practices. Apparently 1 year of membership means nothing to this company. Sincerely, [redacted]Product_Or_Service: Massage TimeAccount_Number: [redacted]Desired SettlementI would like to use the remaining massages we had on the books by the end of October as was promised by Massage Envy staff. This only seems fair since I have already paid for this time. Business Response After receipt of the customer complaint for case [redacted], we researched the account and interviewed employees. The customer indicated that she spoke with an employee she identified as the manager of the clinic. This employee is not the manager. It appears the information she gave to our customer was incorrect. The client did have until the end of October to use her sessions. We will extend the time she has to use her sessions. We recently tried to contact the customer; however, the voicemail is full. We will continue to attempt to contact her and get her and her daughter set-up for appointments. We value health and well-being, and apologize that our customer's request was not handled in the appropriate manner

recently received in mail a warning that the [redacted] massage envy was putting me in collections I have not been the [redacted] massage envy for over a year.I closed my account before moving to [redacted] in aug of 2014. They have been taking money out of my account ever since. I want the money back and want this resolved without me being put into collections. Thank You, [redacted]Desired SettlementI would like my money reimbursed and this resolved before I am put to collections.

Review: I received a massage from an employee at massage Envy named Spurgeon

D** who was recently caught video taping women taking their clothes off and changing. Police currently have his cell phone and there is an investigation pending. I have asked for a refund of my remaining massages which I already paid for and have not received. They told me I cannot have a refund. I have to have asked to have a manager call me and nobody has returned my calls. At this point in time I would like my money refunded for my remains sessions $179+ ... I'm not interested in having any massages there. additionally I was told if I don't use the three massages I have remaining that they will expire in June! considering the circumstance I should not be pressured into using that place I'm losing my money I just want my money back.Desired Settlement: My money refunded for services not rendered or desired.

Business

Response:

Revdex.com spoke with the business and a complete refund was processed for this customer on April 21, 2016.

After having been member of massage envy for over 1 year, I determined that I wasn't using their services frequently and decided to cancel my membership. In November 2014 I completed their "membership cancellation request for" in person at their South Virginia location. They told me it was cancelled and when I asked for a receipt they said they don't have any way to give me one. The following month I was again charged through my credit card and assumed as stated on their form that I would be charged again if the cancellation occurs within 30 days of the billing cycle. Again in January 2015 my card was charged and this time I called to inquire. [redacted] explained to me that they had no record of my cancellation request. I then asked for a cancellation form to be emailed and she promptly obliged. I filled out the form, scanned into an email and requested a reply email confirming my cancellation. A few days later I still had not received a confirmation email and called back. Again speaking with [redacted]. This time she confirmed that their system showed me as cancelled. I then asked to receive a cancellation confirmation, to which she said there wasn't anything she could provide. I then asked her to at reply to my email confirming that their system showed me as cancelled. She told me somebody else would have to do that as she was not able to send email. Since I originally authorized them to debit my account and they refuse to actually honor my request I have no recourse against them and my bank will not cancel the authorization.[redacted]Product_Or_Service: MassageDesired SettlementConfirmation that the account is cancelled and cease charging my card.Business Response We apologize for the miscommunication that occurred with Mr. [redacted]. We have investigated his account, and we will honor Mr. [redacted]'s request for his account to be cancelled as of November 2014. His membership is currently cancelled. We will just need Mr. [redacted] to contact [redacted] at (775) 852-3689 and we will refund the December and January members dues to whichever credit card he would like. The refunds can take several business days to complete, but we will keep in contact with Mr. [redacted] to ensure the completion of the refund.

Cannot use unused member sessionsI have been a massage envy member for almost 2 years. Over the last 7 months I submitted 3 requests to cancel and scheduled several sessions to use the membership. Each time my appointment is magically lout and they don't have any openings or they cancel an hour before my appointment. They owe me $419.95.Desired SettlementI'm seeking a refund.

I cancelled my membership with Massage Envy and they continue to charge my card.In Oct/Nov 2013, my mother gave me a year's membership to Massage Envy for my birthday. I paid all upfront and didn't realize they would start charging me monthly after the year was up. Around 11/7/14, I noticed the monthly charge and contacted Massage Envy about cancelling so I didn't continue to get charged. They told me to come in the next day and fill out a Cancellation Request Form and that would prevent them from charging any further months. I went in on 11/8/14 and filled out the form in the salon. On 12/6/14, I noticed another charge. I called and explained the error they made. They told me the paperwork was sent to Corporate and someone from Corporate would call and explain why I was still being charged. I didn't receive a call, so called back today (12/8/14). Was then told it takes them 3-5 days to get back to people. That's ridiculous. I want the money they stole from my account back. The horrible thing about this is I didn't cancel because I was unhappy with the service. I'm just in tight financial binds right now and can't afford it. I had every intention of continuing to use their services whenever I could possible afford it, but if this is the way they treat their customers, I'm rethinking that.Desired SettlementThey charged me $49.99 after I cancelled and I want that back. I would like to ask for the $49.99 they charged in November because I never got any notification that I would be switching to automatic deductions (I paid the original amount in full).Business Response To: Revdex.comRE: Case #[redacted]We are sorry to hear about the difficulties our member has encountered while cancelling her account. We have reversed the membership dues for both December and January. We have been unable to locate any cancellation paperwork or notes on the account, however we have processed the cancellation per her request. She should see a credit on her credit card in the next few business days.If she has any questions or requests, she can contact the assistant manager of the Sparks location 775-857-3689.

I have not been visited Massage Envy in months and today, 1/25/15, they debited $179.97 from my checking account causing all my automated payments to fail. The company did not bother to provide any warning before doing this and did not bother to debit my account in the last few months for the regular $59.99 payment. I contacted the company and was told that there was nothing I could do. They also would not let me cancel my account with them saying I had four months left on my contract. This is poor customer service.Product_Or_Service: Massage servicesDesired SettlementI want a full refund for the $179.97 and I want my account cancelled with this due to their poor billing practices.Business Response This member signed a 12 month agreement with our company. She had paid for 5 months when Her account went into suspension for non payment in October 2014. We attempted to call her multiple times in October, November, December, and January. She did not return any calls. On January 25, 2015 her account updated when the account auto-updater ran the credit card on file that was supplied by the member to pay for her member dues. The member has 4 more member dues owed to honor her signed agreement. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Really? You are found to try to hide behind an agreement to justify what you have done? Your company never attempted to contact me about any missed payments. Instead you chose to let my account get months behind and turn around and debit a large sum of money from my account with no warning. Your company'a actions caused checks for my bills to bounce and my bank account to become overdrawn due to bank fees. Your company does not know how to conduct business in a professional manner and provide excellent customer service and I no longer want to do business with you. I was never told I would be stuck in any 12 month contract when I signed up and I was told I could cancel at any time. I have not received any services from your company in months and should not have to pay for services I am not receiving. I want a full refund of any fees taken from my account for your services and any contract I have with your company terminated immediately or I will contact a lawyer. I will not be forced to do business with a dishonest company.Final Business Response I apologize that the original attachment did not upload properly the first time. I have attached the signed agreement for Nicole Lawson dated May 14th which expires on June 13, 2015. Her account is on auto-renewal (paragraph 1). I have also attached a copy of our call notes which show our attempts to contact Ms. Lawson to have her update her account. Because [redacted] account is in the initial agreement, and it was in arrears for 3 months with no communication from her, her account was transferred to collections. Please let me know if there is any further information you require. Thank you for your assistance, [redacted]General Manager - RenoRidgeview Plaza #0382Sparks Galleria #0365(775)[redacted]

Hello my name is katy, I signed up for massage envy in October 2015. I was told it would be a month to month billing service. When I called to cancel my service I was informed it was a year contract. I finally got them to agree to take me off this contract with the terms of losing any massages I have previously paid for. As of Jan 2015 my account was no longer to be debited from. When February came around I received a surprise charge on my card from this company, one of $49.99 and another of $59.99. My account after that was negative, therefor could not feed my son, my bank put a block from them charging me again and was refund. Woke up Mar 5 to realize my account was negate again due to Massage envy charging me for yet the second time. I am beyond pissed off, I now have to change all my information via us bank to stop them from ruining my life. PLEASE HELP ME!!!Product_Or_Service: massageAccount_Number: n/aDesired SettlementI want restitution on top of the funds that they owe me. This has put my family in turmoil. I have to live off my credit cards due to the horrible situation. I have no more patients or money and I am emotionally drained by this situation. By contract they should honor the fact that we have canceled our relationship with this company. Business Response When we first spoke with [redacted], we agreed to end her membership although she had signed a 12 month agreement. She had the month of February to use her membership before it terminated. On March 6 we spoke with [redacted] regarding her account. Her membership is cancelled and we did generate a refund for the March dues, however; we are unable to find any additional charges for February. We asked that she get a copy of her bank statement which would help us locate the charges. She has not submitted the statement to date. If we inadvertently charged her in February we will refund the charges we will need a bank statement to verify the charges.

Scheduled two different appointments with Massage Envy of Greenfield, WI over a 2-month time-span. Both were cancelled by Massage Envy due to employee non-availability.